Tom Alcorn | Page 33

Oil change & tires Always amazing service & making me aware of items that I will need looked at next time I am in. Very thorough & always looking out for me. Always amazing service & making me aware of items that I will need looked at next time I am in. Very thorough & always looking out for me. More

by Sandy Verified Customer Verified Customer

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Best in Class Ford Dealer Professional, efficient, friendly, clean dealership. All interactions were positive. I would definitely recommend this dealership for sales or service Professional, efficient, friendly, clean dealership. All interactions were positive. I would definitely recommend this dealership for sales or service. Thanks to all the hard working professionals at Klaben Ford. More

by mkaczor Verified Customer Verified Customer

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2018 Explorer problem Tom Alcorn and Mario were very helpful in trying to solve an ongoing problem I'm having with my 2018 Explorer. They both did an excellent job communic Tom Alcorn and Mario were very helpful in trying to solve an ongoing problem I'm having with my 2018 Explorer. They both did an excellent job communicating with me while the vehicle was in the service department. More

by Kaptain1 Verified Customer Verified Customer

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MKX not meeting expectations The MKX we purchased has issues with ride and handling. The service department has worked very hard to rectify. We really appreciate their efforts. Bu The MKX we purchased has issues with ride and handling. The service department has worked very hard to rectify. We really appreciate their efforts. But the Lincoln is not meeting our expectations. Perhaps we should have test driven more as we’re not aware of issues with the 21 inch wheels. I certainly would not have purchased if I had known this. A dealership closer to my home is going to look at it next week. Hopefully something can be done to make it drive and ride like a Lincoln. More

by richhickle Verified Customer Verified Customer

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Tire issues Although I am still having an issue the service department has been very helpful in trying to resolve. They have been trying to resolve. Hopefully t Although I am still having an issue the service department has been very helpful in trying to resolve. They have been trying to resolve. Hopefully the issue will soon be resolved. More

by richhickle Verified Customer Verified Customer

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Customer Service is truly #1 with Klaben It is easy to be happy with a service provider when all things are going well but it is when a problem develops that puts the relationship to the test It is easy to be happy with a service provider when all things are going well but it is when a problem develops that puts the relationship to the test. We have purchased two vehicles from Klaben Ford and we have all of our service including tires and brakes done by them. Our service advisor Kim Wolfram is outstanding and we completely rely on her for advice in servicing our vehicles. In December 2017, we had a noise when we stopped our vehicle. We replaced the front brakes since they were in need of service. Unfortunately, the noise continued and in February 2018 we had the rear brakes serviced. After a few weeks the noise returned. We waited until our recent oil service and requested that the tech again look for the problem. The tech was unable to locate any problem but we were determined to get it fixed and Kim was willing to do whatever was necessary to fix it. She had Tom Alcorn, service department general manager, drive the car with us in it so that we could make sure that the noise was identified. Tom heard the noise and requested that we leave the car so that they could make sure to fix it. Unfortunately, the next day was Saturday and Kim was off, so there was some confusion as to what the problem was and the cost to fix it. When Kim returned on Monday, she quickly verified with us that there would be no cost to us to fix the noise since we had already paid for repairs to fix the problem. Kim explained that it appeared to be the brake cover and they would replace that and clean up the hub. At this point Sean Bradford, service department supervisor, became personally involved to make sure that the problem was fixed. After the repairs and service were done, Sean personally test drove the car but the noise was still there. Over the course of the next two days, Sean had the tech perform numerous procedures to alleviate the problem and Sean took numerous test drives to determine if the noise was gone. All through this time, Kim kept us updated on the status of the repairs. She apologized for the delay but assured us that Sean and the tech were doing everything possible to permanently fix the problem. Finally, Kim called to inform us that the problem was fixed at no charge to us and the car was ready to pick up. When we picked up the car, Kim informed us how much effort that Sean had taken to ensure that the problem was fixed. We personally took the time to thank Sean for his efforts. He is an excellent representative of the quality people that work at the Klaben dealership. The goal of most other service departments would be to get the car out the door as soon as possible, especially if they are bearing the cost of the repair, but this is not the philosophy of the Klaben dealership. Their goal is to make the customer happy. This is so exemplified by Kim, our service rep. Although she handles a tremendous workload, she always makes the effort to insure that each and every customer is properly taken care of. She takes the time to learn what repair is being done and why it is necessary. Then she takes the time to properly explain it to the customer and answer any questions that they may have about it. She is more than just outstanding at her job! She is a true pleasure to deal with and we now consider her a true friend. As I mentioned at the beginning, it is when there is a problem that you truly find out the quality of your service provider. Time and time again, we have been so impressed by the way that the Klaben dealership and its people handle and correct problems. They are more than fair and willing to expend whatever effort is necessary to make you happy. From Doug Carter, our sales rep, Kim, our service rep, Tom and Sean in service and Artie Gissinger in the body shop, we couldn’t be happier with way that we have been treated. We highly recommend the Klaben Ford Sales, Service and Body Shop. More

by Bob Verified Customer Verified Customer

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Wonderful! Louis and Richard worked their magic and got me into a much needed 18’ Edge! The two of them really went above and beyond to fulfill my satisfaction, Louis and Richard worked their magic and got me into a much needed 18’ Edge! The two of them really went above and beyond to fulfill my satisfaction, and I couldn’t thank them enough for it! Service has always been pleasurable as well. Klaben never disappoints! More

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Nice atmosphere, weird experience for me. First of all, everyone is super cool and nice. I also have to say that I would be willing to go and site down and do my work in their customer lounge First of all, everyone is super cool and nice. I also have to say that I would be willing to go and site down and do my work in their customer lounge even if my car wasn't being worked on. Free food and drinks is a home run for me. That being said, I felt like I was overcharged (kind of). When I called to ask how much it would cost for and oil change (had my own oil and oil filter) and a cabin air filter change (i had my own filter), they said $40- $20 for each. When I got there a couple weeks later, i had done my oil already, and I said I didn't need the oil change done. They tried to charge me $40 anyway. I say kind of because I protested it with a different guy when I came to pay, and they ended up charging me the $20 originally. So kudos to them for that (hence my rating). Additionally, I had a boatload of recall work done and they had to replace the driver's seat belt. Well, they put the seat belt inside the side panel so I couldn't actually use it. I walked back in, the service guy laughed (I too thought it was amusing) and they fixed it in about 10 minutes. All in all, great experience, love the people, had some weird stuff happen that they corrected. I would definitely recommend this service center. Tom scheduled my work, Mario checked me in (Carli helped), Kyle checked me out and worked to get me the work for $20. More

by mcapretta Verified Customer Verified Customer

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Engine light My engine light was on after Klaben performed an oil change . It turned out to be a sensor and another issue .. Klaben took care of me during a very My engine light was on after Klaben performed an oil change . It turned out to be a sensor and another issue .. Klaben took care of me during a very busy personal time with very little inconvenience to me . I highly recommend this dealership and have been an exclusive Klaben only dealership customer for over 30 years. More

by DANAM55 Verified Customer Verified Customer

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Oil change Great service, great value, great service people! Always on top of things no matter how big or small. They go above & beyond in my opinion. Great service, great value, great service people! Always on top of things no matter how big or small. They go above & beyond in my opinion. More

by Sandy Verified Customer Verified Customer

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