Klaben Chrysler Jeep Dodge Ram - Service Center

Joe H is always pleasant and professional. Have had problems with service in the past. Oil changes with scheduled appointment take nearly 2 hours. problems with service in the past. Oil changes with scheduled appointment take nearly 2 hours. More

We have purchased our Jeep from Klaben and have used them for the service on our vehicle and we have had great experiences every time until this time. I spoke with Joe a few weeks back about new tires on my for the service on our vehicle and we have had great experiences every time until this time. I spoke with Joe a few weeks back about new tires on my wifes Jeep. Joe was kind enough to explain they may be having a tire promotion in October and would be good to wait until then if I could. Now I have been researching tires for a while and I knew that these Pirellis were new released and didnt have a ton of inventory out there so I asked to insure we get the tires if Joe could order them now and then wait until October to install: Sure no problem. So I set my appointment for Monday 10/4 2 weeks ago and as we got to Friday 10/1 I called and left a message for Joe just to make sure everything was a go for Monday. He got back to me on Saturday and during the discussion it was fairly obvious he didn't quite remember our conversation prior and from the conversation I felt he possibly didnt remember to order the tires or if he did he forgot that he did so. Fast forward to Monday and I walk in at 8:45 for my 9am appointment and sure enough Joe says well the truck wont arrive until 10:30, I say what truck and he says the one carrying the tires on it: As you can imagine Im a little annoyed by this, but Klaben has always done well for me so I say ok no problem: Mistakes happen. He then asks if I want a loaner car so I can get going so I say ok and he calls Enterprise: Well they have no cars available until 10:30-11:00. So thats pointless at that moment. So I leave and head back 30 minutes back to my office thinking truck will probably be late. 30 minutes later he calls me and tires are in. Ok great, I head back up around 11:30 for my second trip. I hand off the car and hang out: Side note while hanging out internet was down so I was unable to work. An hour or so goes by and Joe comes out to me and says its gonna be an additional 45 minutes to install on top of original time. Meaning they hadn't started my install yet as of 12:30.. At the same time I am informed they had my tires the whole time there they were just never logged into the computer and now they would have to send 4 back to distributor ( communication breakdown)- Original appointment set 2 weeks ago for 9am remember. Well there is nothing I can do at that point but wait, so I ask for them to take me down the road so I can grab lunch- they accommodated that request and I appreciated that. Im now waiting at a Panera able to work when I get a call around 1:30pm from Joe saying I now need an alignment as well- which is fine but it will add another 1 hour potentially. So now Im looking possibly 3:00-3:30 range: Again original appointment was 9:00am sets weeks ago. Joe is nice enough to do alignment for free which I didn't ask and I certainly appreciate that. 2:40 comes around and I get the call- Everything is complete and they will send a guy to come grab me 5 minutes down the road.. Ok great. I pack up and I am waiting outside Panera for 25 minutes! from a 5 minute drive. So we get back and rung out around 3:15pm and they were nice about it. I never give bad ratings and I hate to do it, but the lack of communications and ordeal for 4 tires is crazy. 1.) My tires were there the whole time and nobody knew which started this whole snow ball effect. 2.) If I wouldnt have called on Friday I would have shown up Monday and they would have assumed no tires in which case I would not have gotten my tires since they were obviously ordered Friday. 3.) After being delayed hours- I still end up waiting even though I had this set for 9am weeks ago. 4.) I miss a whole day of work based on bad communication. All told I spent 6 hours at Klaben to get 4 tires replaced, just not ideal and Im certainly not happy about it. - I could have went to Mr. Tire 5 minutes from my house and been done in an hour. I have always been a dealership for service guy- we live 30 minutes away and I bring my car up so I always have them working on it, but at this point Im questioning it for my Ram and my wifes Grand Cherokee and thinking I may be better off just finding somewhere close to avoid this issue all together. Last time I had my Ram in for oil change it was 2 hours.. so it certainly has me second guessing my decision to go back to the dealership. Now I will say again- Klaben employees are fantastic and very nice, everyone I have ever dealt with have been and thats why its 2 stars- because Joe is a nice guy and judging by many reviews he does a great job. But my experience is 1 star after this and I didnt want to write this review and ding stars on a review but as a business they need to know in order to improve because they may have lost my continued business. Maybe some people have that kind of time to wait around.. unfortunately I don't:: Update- Im now changing from 2 starts to 5 stars as the dealership contacted me and really went out of their way to address my concerns and took care of all of my issues- Thank you Klaben! More