Klaben Chrysler Jeep Dodge Ram

Klaben Chrysler Jeep Dodge Ram responded

First and foremost, I want to sincerely apologize. I failed to engage appropriately after you shared your concerns. I also failed to respond to your text message personally after hours, and I take responsibility for allowing the situation to escalate instead of ensuring you felt heard and supported. We try to approach every recommendation by asking ourselves what we would do if it were our own vehicle or if we were advising a member of our own family. When your lease was originally structured, the intent was to account for your commute while limiting both your mechanical and financial exposure over the term of the lease. Based on everything discussed at the time, the Wrangler appeared to fit your needs well and even accommodated your dog, which I remember was important to you. I recognize that I should have become personally involved once it was clear you no longer felt comfortable driving the vehicle. Our concern was that we didn't want to take an already good financial situation and unintentionally make it worse by creating additional long-term financial obligations that could have followed you for years. That perspective came from a place of wanting to protect your long-term interests, not to minimize your concerns. Unfortunately, I failed to recognize that the conversation had shifted. It was no longer about the financial implications. It was about the fact that you no longer felt comfortable driving the vehicle. Furthermore, I failed to personally follow up on the issue. No excuses. I apologize. As a member of our leadership team, I also have a responsibility to set the standard for how we care for our customers. That means being present, listening, communicating personally and ensuring concerns are handled with empathy and urgency. In this instance, I fell short of that standard. Regardless of the outcome, you should have felt that your concerns mattered and that a leader was personally engaged in helping you navigate them. I regret that I did not provide that level of support. While I know I cannot change your experience, I also believe an apology should be accompanied by action. I am hopeful the gesture we intend to makes demonstrates our genuine care and concern and reflects our commitment to taking responsibility when we believe we have fallen short. It was never about changing the outcome. It was about acknowledging that we could have served you better. I'm genuinely sorry we fell short of the experience you deserved. I'm glad you were ultimately able to find a vehicle that gives you the confidence and peace of mind you were looking for, and I sincerely wish you many safe and enjoyable miles ahead. Timothy Beane (330)673-3139 ext 506 tbeane@klaben.com

Klaben Chrysler Jeep Dodge Ram responded

Thank you for taking the time to share your experience. I sincerely apologize for the frustration and disappointment you've experienced. It's especially concerning to hear that, despite your repeated requests not to work with a specific service advisor, those preferences were not honored. We understand how important it is for every customer to feel heard and treated with respect. I'm also sorry for the inconvenience surrounding your name change and for any communication that left you feeling rushed or pressured. We regret that what should have been a simple update added unnecessary stress to your visit. Additionally, I apologize that the complimentary car wash was not completed as requested. We understand how disappointing it is to look forward to that service only to feel your vehicle was returned in worse condition. Jessica, Thank you for taking the time to return my call and for giving me the opportunity to make things right. I truly enjoyed our conversation and appreciate the chance to address your concerns. I'm glad we were able to reach a resolution, and I hope this marks the beginning of many positive experiences with us moving forward. As I mentioned during our conversation, if there's ever anything you need, I—and the entire Klaben team—are here to help. Please don't hesitate to reach out to me directly. Thank you again for your time, your trust, and the opportunity to earn your business. Jeff Bryant 330-673-3139 ext 409