Klaben Chrysler Jeep Dodge Ram - Service Center

Klaben Chrysler Jeep Dodge Ram responded

Thank you for your feedback regarding your recent visit to our service facility. We appreciate your loyalty to the Klaben organization. That being said, we clearly failed at delivering the type of service experience that you should expect and deserve. For this I apologize and will make no excuses. Although our actions did not show it, we are better than this and you are right to hold us accountable. We ask for feedback through many different venues as we value honest feedback, such as yours, that tells us how we are doing at meeting, and hopefully exceeding the expectations of our customers. Our responsibility is to take that feedback and share it in ongoing coaching and counseling sessions with the entire team. We fully realize that we will always have room for improvement, which is why we will never become complacent or take for granted that which drives us to come to work every day. Dennis Terlaak, Service Manager. dterlaak@klaben.com 330-673-3139 x420

Klaben Chrysler Jeep Dodge Ram responded

Thank you for taking the time to provide a review of your recent experience at our service facility. Reading through your comments, I can see where we had every opportunity to deliver the type of experience that you should expect and deserve, yet we failed in doing so. I apologize while making no excuses. Without question, we should have done our jobs better. We have tried and true processes in place that are designed to meet the expectations of the customer. It is now the responsibility of the leadership team to determine what caused the process failures. With that thought in mind, I welcome the chance to speak with you directly for 2 main reasons. First, any further details that you can share will be valuable input in the coaching and counseling sessions that we regularly conduct with our team members. Secondly, I would like to see if there is anything that I can try and do for you at this point. Even though this visit does not show it, we truly value you, your time and your business. I will end by thanking you again for your honest feedback, while apologizing again for your experience as well as hoping to hear from you soon. James Arnold, jarnold@klaben.com, 330-673-3139 ext 409.

Klaben Chrysler Jeep Dodge Ram responded

Thank you for providing us with your feedback regarding your recent visit to our service facility. I apologize for putting you in a position to be so dissatisfied with your experience. That was not our intention and there is no excuse for it. We ask for feedback because we truly want to hear it. It is our best tool for addressing any shortcomings in our processes. Might you be available for a conversation so that I can offer my personal apology and gain more insight into your visit? I promise to make this as convenient as possible. In addition, the details of any experience, good or bad, become part of the ongoing coaching and counseling with our team members. Thank you again for taking the time to complete this review. I look forward to speaking with you soon. I and the entire Klaben team remain at your service. Kindly, James Arnold Service Manager Klaben Chrysler Jeep Dodge Ram 330-673-3139 ext:409 jarnold@klaben.com