Klaben Chrysler Jeep Dodge Ram - Service Center

Rc.rich responded

Well let’s begin with arriving at your service department and pulling into the bay and standing next to my car for several minutes without a single one of the service advisers approaching me, let alone even looking up from their cell phones or computers to acknowledge that a customer is standing there. After several minutes of this, finally having someone come up to me just to ask if they can pull my car forward, not asking why I was there or is there anything they could help me with. A gentlemen approached from one of the offices and asked if anyone could help me, he then informed me that I can go wait in the lobby for my car. Nobody explained to me what the service entailed what was to be done or how long it would take. I never signed a repair order or was even introduced to the service advisor. I still did not know her name until I got the review that I filled out today. After waiting for almost an hour, I saw somebody park a car outside that looks just like mine thinking it couldn’t be done that fast. I waited for another half hour to 45 minutes before going and investigating if that is my car or not. When I walked down to the service bay to inquire if my car was done or not and if so, why wasn’t I informed a half hour ago when they drove my car out, I was given the answer of we were just waiting on documents to be printed before they handed me my keys and said have a good day and walked away without explaining anything that they did to my car, service recommendations or asking if I had any other questions that I may have had. I understand from my experience working in the power sports business as a service advisor for several years that sometimes when you get handed a free first service from the sales department, you don’t think you’re gonna get much of a commission but it’s still an opening to treat the customer fairly and correctly so that you can try to establish a relationship and have a return customer not just go well I’m not gonna get a commission so why bother and blowing off the customer. And as far as far as coming back again, I will never bring any of my vehicles to your service department as it is a complete and utter xxxx show other departments even reiterated how horrible of a job the service department does and that they wish they didn’t have to send customers to you. And I also attempted to call you back twice leaving you a voicemail which I still have not gotten a response from so this is my experience with your service department.

Klaben Chrysler Jeep Dodge Ram responded

Roger, thank you for not only posting a review, but for also posting a response. I also appreciate you taking even more of your time to speak with me via a phone call. As we spoke, as I said, I am both embarrassed and frustrated that we could possibly deliver such a poor level of service. Even though we did not demonstrate it, we are better than what you experienced. We have every resource and training available to always exceed a customer's expectation. Unfortunately, we failed miserably in your case, and for that, I truly apologize. We ask for reviews because we want and need to hear the voice of the customer. The voice of the customer provides us with our best resource for coaching and counseling with our team members. I have a responsibility to address the root cause of your negative experience internally, in a fashion that is fitting. Our model is based on creating customers for life, and when we go in the opposite direction of that model, it gets the attention of the entire leadership team. Putting myself in your shoes, I too would question returning for future service. That is not our desire. We would welcome another opportunity in the future, but if you are not comfortable returning, I respect your decision. I fear I am starting to ramble, so I will end by thanking you again for your feedback. I apologize once more for your experience. As I said, I am here to assist any way that I can, and just know that the entire Klaben team remains at your service. Thank you. Mike VanHoose, mvanhoose@klaben.com, 330-673-3139 ext 707.