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Melissa Dolan
Melissa Dolan at Klaben Chrysler Jeep Dodge Ram
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Melissa Dolan

Service Advisor

Klaben Chrysler Jeep Dodge Ram

1106 West Main Street
Kent, OH 44240

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4.6
48 Reviews
4.6

48 Reviews

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48 Reviews of Melissa Dolan

January 02, 2025

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You returned my van after having it 4 weeks and the issue was not fixed. I realized this on the drive home after picking it up. I turned around and returned the van to you. I had to make yet another trip up More

by mjramer
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No
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Jan 02, 2025

Klaben Chrysler Jeep Dodge Ram responded

Thank you for your feedback regarding your recent visit to our service facility. I sincerely apologize for your experience. We have processes in place to prevent every issue you encountered and we failed you miserably. No excuses. We ask for feedback because we truly are looking for the honest feedback, such as yours, that tells us how we are doing when it comes to meeting and hopefully exceeding the expectations of our customers. The feedback is then shared with our entire team as we look for the root cause of process failures. At that point everyone is expected to embrace the task of being part of the solution that prevents the same type of process failure from reoccurring in the future. I also want to thank you for taking the time to speak with me via phone and for sharing additional insight into your experience. It would be easy to simply shrug off your comments and move on, but we never take the easy route. We know that you have choices for your automotive service needs and we fully realize that we must work to earn and retain your business, as well as your confidence in Klaben. I will end by thanking you again for your time and your feedback and simply say that I and the entire Klaben team remains at your service. Thanks Jeff Bryant 330-673-3139 ext 409

January 02, 2025

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Klaben was very helpful with the multiple problems I had with my 2009 Wrangler Jeep. They identified all of the problems giving them the level of need for repair so that I could make my decisions must easie More

by robert.rebellino
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Recommend Dealer
Yes

Other Employees Tagged: Michael Van Hoose

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January 01, 2025

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Service was great! Melissa took care of everything I needed for my appointment and make sure my car was update on everything More

by salt102698
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Yes
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December 30, 2024

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Our service rep was nice and gave periodic updates. But our leased Truck was returned damaged and due to the length of time they had the vehicle which at first was unknown, all the strollers and baby More

by dan@tth.com
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No
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Dec 30, 2024

Klaben Chrysler Jeep Dodge Ram responded

Dan, Thank you for taking the time to leave your feedback and post a review. Customer feedback is an extremely valuable resource we use to coach our team in providing the absolute best customer experience possible. Clearly our actions put you in a position to be dissatisfied with your recent visit. This was not our intention, and I apologize greatly for your experience. I appreciate you taking the time to speak with me on the phone earlier to gain further insight and set up a plan to bring resolution to this matter. We look forward to restoring your faith in us here at Klaben. Again, thank you and remember the entire Klaben team remains at your service! Sincerely, Jimmy Boone Service Manager Klaben Auto Stores 330-673-3139 Ext: 408 rboone@klaben.com

December 24, 2024

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My 25 Durango needed to go in for some warranty work. I stopped at the service dept, they ordered the necessary parts, called me when they came in and set up a convenient time to replace the defective pa More

by Grumpymasl
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Yes
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December 14, 2024

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Great service from beginning to end. Staff were so helpful. Hope to come back again! More

by oshyndream
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Yes
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December 11, 2024

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One of the worst experiences I have ever had at a dealership service department ever and I will never bring any of my vehicles back More

by Rc.rich
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No
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Dec 11, 2024

Klaben Chrysler Jeep Dodge Ram responded

Hello Roger, Thank you for taking the time to post a review and leave your feedback. Clearly our actions put you in a position to be completely dissatisfied. This was not our intention and I apologize for your experience. I recently left you a voicemail in hopes to gain some additional insight on the issues present and bring some sort of resolution to this matter for you. We utilize your feedback to coach, train, and educate our staff to ensure growth and improvement for all future visits. I can be reached through any of the information below. Again, we are very sorry to hear of your recent experience and hope to regain your trust back in us here at Klaben. Sincerely, Jimmy Boone Service Manager Klaben Auto Stores 330-673-3139 Ext: 408 rboone@klaben.com Visit: www.klaben.com

Dec 11, 2024

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.

Dec 11, 2024

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.

December 07, 2024

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Great Dealership! ! Enjoy the way they take care of their customers!! Thanks to Klaben Associates all Heart!! More

by ron_heaps
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Recommend Dealer
Yes

Other Employees Tagged: Elizabeth Curry

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December 07, 2024

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They have always treated me very. They have been very prompt servicing my Jeep,, and washing it. Great experience! More

by sfcbyrd484
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Recommend Dealer
Yes

Other Employees Tagged: Joe Hilliard

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December 02, 2024

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They installed a trailer brake controller in my truck. The trailer brake controller works as expected. More

by csiegert
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Yes
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