Klaben Ford Lincoln - Service Center

Klaben Ford Lincoln responded

Brian, Thank you taking the time to share your honest and candid feedback and for the positive marks left as well. We look forward to sharing all of our customer's feedback with our entire team. Without it we could never truly know where we are succeeding and areas needing attention or addressed. Based on your comments we created an inconvenient experience. Your time is very important to us and only your complete satisfaction trumps that at the end of the day. With that being said we let you down in providing the level of service you deserve on your last visit. No excuses. It was a pleasure meeting you over the phone and I appreciate the additional insight you provided. As we discussed it is my responsibility to personally apologize, and take your insight back to our team helping us as we continuously work towards improving our guest's experiences. Our sales team also enjoyed speaking with and looks forward to serving you. Thank you again for your feedback. I and the entire Klaben team remain at your service. Tom Alcorn - talcorn@klaben.com

briankdaley responded

Mr. Alcorn, Thanks for your prompt telephone call regarding my response to your survey. As we discussed, and you agreed, a three week wait period for service is troublesome; particularly where safety concerns are in play. Moreover, this could influence customers’ future purchase decisions. After our telephone conversation I was convinced that you are genuinely concerned about the matter and will do all you can to address it. Best regards, Brian Daley

Klaben Ford Lincoln responded

Thank you for taking the time to post a review regarding your recent visit and for your kind words. Your feedback is very important to us. Although your 4-Star review may describe a good experience, we obviously fell short in some way to deliver the level of experience you expect and deserve when you put your trust in the Klaben Team. I apologize for leaving you feeling anything less than completely satisfied. We share your feedback with our entire team and reflect on its content for use in coaching, counseling, and celebrating. Might I have a few more minutes of your time to gain additional insight? My personal contact information is below. We appreciate your business, but more important to us are the relationships we stand to gain and maintain based on trust and confidence. Thank you again for your honest and candid feedback. I and the entire Klaben Team remain at your service. Sean Bradford - (216)337-1005 - sbradford@klaben.com

Klaben Ford Lincoln responded

Thank you for taking the time to share your candid and detailed comments regarding your recent experience here at Klaben. We ask for feedback via multiple venues because your opinions are very important to the entire Klaben Team. We read and value honest and candid comments that tell us how we are doing when it comes to meeting and exceeding the expectations of our customers. I sincerely apologize for our failures in this case. Putting myself in your position, I would feel the same way. I empathize with your frustration, apathy and lost confidence. The most concerning thing for me is that the situation elevated to point where you felt this review needed to be posted in order for us to engage you for resolve. For you to feel that way is a huge failure on our part. This type of situation deserved and needed our attention in some way much sooner. I appreciate you taking the time on the phone with me this morning as we set a plan for all of your concerns to be reapproached, evaluated, and ultimate completely resolved. Our culture is all about doing what's right for our customers, our team members, and our community. As I mentioned on the phone we look forward to making right a situation we created and restoring your full confidence in us. Please know that I and the entire Klaben Team remain at your service. Tom Alcorn – talcorn@klaben.com

weavlet responded

Tom reached out to me and took my Explorer back in for service. He went over all my concerns and got me a loaner car for free while also fixing all the issues for free. He also got my car cleaned up and gassed up as well as changing the windshield wipers and taking care of the gas for the loaner. The issue with the sunroof must have happened to others as Ford now has a new configuration for the drainage tubes. The weather is going to be a good test this evening to make sure the problem doesn’t happen again. Thanks to Tom for listening, apologising profusely, and ultimately fixing the problem. I will continue to take my Explorer to Klaben.