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Klaben Ford Lincoln - Service Center

Kent, OH

4.9
5,234 Reviews

5,234 Reviews of Klaben Ford Lincoln - Service Center

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August 04, 2016

Quality service work done on schedule I took my wife's car in for 90,000 mile service. The work done was thorough and any items that were "above and beyond" were carefully explained as we More

by KPomeraning
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Mike Brandvold
5.0
This rating includes all reviews, with more weight given to recent reviews.
August 04, 2016

You guys are great I am so happy with the service and and thrilled with the work done on my car thanks guy I would not go anywhere else. More

by JANICELCOCHRAN1
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Jason DeMarco, Anthony Wilson
August 04, 2016

Great service, my rep courteous, friendly! Klaben dealerships have been super to deal with when buying a vehicle or taking a vehicle in for service. Reps are friendly, courteous and very helpf More

by andersonl
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Roscoe Woodberry
5.0
This rating includes all reviews, with more weight given to recent reviews.
Joe French
5.0
This rating includes all reviews, with more weight given to recent reviews.
August 03, 2016

Excellent service for my Ranger. I always get great service at Klaben Ford Service Dept.. Thanks !!! The service was great, timely and done in a timely manner. The total cost was exc More

by JMANN17
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Mona Crooks
5.0
This rating includes all reviews, with more weight given to recent reviews.
August 03, 2016

Excellent Returned from a trip with multiple problems with our Milan. Called and spoke with Joe who was able to get us almost an immediate appointment along wi More

by NANDDGALLO
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Mona Crooks
5.0
This rating includes all reviews, with more weight given to recent reviews.
Joe French
5.0
This rating includes all reviews, with more weight given to recent reviews.
August 03, 2016

Excellent! I was leaving on a vacation and a shock had to be replaced. They promised I would have it and they delivered! As always, a good experience. More

by MBROTSKY
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Kim Wolfram
5.0
This rating includes all reviews, with more weight given to recent reviews.
August 03, 2016

Pushing What I Didn't Come For I came for an oil change and to have a few things checked out. The result was being talked to like I didn't have a clue to how a car works. I'm 60 yea More

by not happy
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
No
Employees Worked With
Eric Dyer
Aug 03, 2016 -

Klaben Ford Lincoln responded

I'm very sorry that you didn't receive the type of respectful conversation and dialogue that you were expecting at our service department. There really is no excuse for that and I don't want to make any excuses for any of the concerns that you mentioned. Obviously we failed to provide you with the type of experience that you would find favorable. I welcome the opportunity to discuss your most recent visit with you. Will you please call or email me? I can be reached at 330-673-3139 ext 230 or at cbujorian@klaben.com. Thank you in advance for your contact. Carl Bujorian, Service Director, Klaben Ford Lincoln, Inc.

August 03, 2016

Bad Experience I came to Klaben because the center console touch screen monitor in my car was not working. When I came for my initial consultation, I was told it wo More

by hull
Recommend Dealer
No
Employees Worked With
Jason DeMarco
Aug 03, 2016 -

Klaben Ford Lincoln responded

Thank you for taking the time to describe your recent experience at Klaben. I sincerely apologize for the horrible chain of events and the failures on our part. Our lack of communication, extended wait times, multiple trips and overall poor quality of service resulted in inconvenience, wasted time, headaches and frustration for you. I am truly sorry. Please know that your feedback is very important to the entire Klaben Team as this type of customer experience is both not typical and not acceptable. Every person on the Team has the desire, the ability, the training, and the resources to deliver value to our customers along with exemplary service. In your case, multiple persons failed to anticipate, communicate and make every effort to deliver the level of service you deserve. No excuses! Beyond not doing our job, our actions and words created a perception of apathy and carelessness on our part. In my position, I take full responsibility. I sincerely care about your satisfaction and welcome the opportunity to make things right and regain your confidence if you allow us the opportunity. If not, I respect your decision to do business elsewhere. Please accept my personal apology and thank you again for bringing this to our attention. Feel free to contact me personally. Richard Klaben, President, 330.673.3139 ext 242.

August 01, 2016

Jobs quickly finished. Thought I would have to wait for service on parts ordered. Great job. Terry made sure we got exactly what we wanted on the truck. More

by MJ48BUICK
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Terry Baughman
5.0
This rating includes all reviews, with more weight given to recent reviews.
Mona Crooks
5.0
This rating includes all reviews, with more weight given to recent reviews.
July 31, 2016

Only if you have plenty of time to kill I was there for almost an hour and a half for a simple oil change. It was frustrating prior to scheduling my appt. I had been unsuccessful 3 times try More

by KELLY_MARIE_MARSH
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Terry Baughman
2.0
This rating includes all reviews, with more weight given to recent reviews.
Other Employees : Anthony Wilson
Jul 31, 2016 -

Klaben Ford Lincoln responded

Ms. Marsh: Thank you for taking the time to share your experience and your feelings. Your comments are very important and valued by the entire Klaben Team.. In my position, I take full responsibility for the actions of the Team Members here at Klaben. I sincerely apologize that both Terry and Anthony failed to deliver the level of customer service you expect and deserve. Terry and Anthony have the resources, ability, character and desire to exceed your expectations. There are no excuses for the lack of contact, incorrect promise time and poor communication that your comments reflect. I am sorry and disappointed. We're better than this yet our behavior indicates otherwise. Please know that our failures to provide you positive and customer-driven experiences will be addressed in a constructive fashion. Thank you for your business. I hope you will allow us the opportunity to regain your confidence in the future. Please feel free to contact me personally. 330.673.3139 ext 242. Rich Klaben

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