Klaben Ford Lincoln

Stellar Customer Service!!!! Top Notch! For starters, I am from New Jersey. I had been researching and test driving 3 row SUVs for 6 months. Then, I test drove a 2019 Ford Sport, and I was For starters, I am from New Jersey. I had been researching and test driving 3 row SUVs for 6 months. Then, I test drove a 2019 Ford Sport, and I was in love. But I wasn't having a good experience with the dealerships and the price tags in NJ and out of state. They were a couple of thousands out of my price range. While looking through numerous Ford Explorers for sale, I had found a 2018 Ford Explorer Platinum Silver, black leather interior with 10,800 miles-Certified at a price I can manage. I knew I had to do something quick, because it wouldn't be available for long. Via email, I contacted one of their stellar sales representatives Roscoe Woodberry. Right from the start, he was amazing. Top notch customer service. We started our repertoire Wednesday morning. Thursday evening I had purchase my plane ticket out to Ohio for the next day. Friday morning I flew out to Klaben Ford in Ohio from New Jersey. I arrived to Klaben a little past 11am and was greeted by a very jovial and professional representative, Mr. Roscoe Woodberry. Klaben Ford even paid my ride from the airport. Once inside Roscoe Woodberry offered me a water bottle and then escorted to my new wheels. I had grin from ear to ear. Once I saw the Silver Platinum Ford, I knew this whole trip was well worth it. I was then escorted to meet with finance, Ms. Jennifer Bowen. She was super nice and down to earth. Nothing from what I've experienced in Jersey. We pretty much breezed through the papers. She was very very thorough and was never pushy to sell additional coverage, warranty, and/or options. She was a delight to work with. Finance went swiftly since prior to my arrival Roscoe had run my credit and I had been approved. After wrapping with finance, I returned to Roscoe's office to go over last minute details. To my surprise, Mr. Richard Klaben personally came over to introduce himself. Mr. Klaben expressed his gratitude for my business. We also spoke for a few and he expressed sincere empathy for the poor customer service I had received from previous car dealerships before dealing with Klaben, which I had shared with Roscoe via emails. I thought that was very nice of him to come over. I was pressed for time, since I knew I had long long drive back. I knew my visit and purchase was ending, truly within less than 2 hours. Roscoe Woodberry already my Ford Explorer cleaned and detailed. He went through a quick tutorial and synced my cell phone to apple carplay. We took a quick snapshot and exchange a brief and cordial goodbye. 3 weeks later...I have received my NJ plates and registration via US postal mail. Took my Ford Explorer to get its inspection sticker to a NJ inspection facility without any complications. I am now completely, fully satisfied, and esctatic with my New (pre-owned) Ford Explorer! THANK YOU KLABEN, AND ESPECIALLY ROSCOE! I have no regrets, best decision I ever made! More

Lack of Communication and Urgency I called into the Service Center to make an appointment for two outstanding recalls, and said if there was time to look at something else that was pot I called into the Service Center to make an appointment for two outstanding recalls, and said if there was time to look at something else that was potential issue. I made an appointment a few weeks out, and brought it in as scheduled. When I made my appointment, I was told the recalls should only take a day. I had my husband and 6 month old son follow me out to pick me up, and the next day waited for a call with an update. As it got close to the end of the day, my husband and I were both calling the service center for an update, as we were both at work, and trying to figure out who was picking me and my 6 month old son up. We finally got a hold of someone after 5, who said my car wasn't even looked at and they were "backed up". I reiterated that I understand that back ups happen, but I would have liked to have been communicated with and updated. Also, if you knew you were backed up, my recalls were not an emergency, and I would have happily rescheduled. They proceeded to arrange for a rental for me, and said it would be at Northfield as our child care is in Macedonia. However, without calling us back to ask, there was no availability at Northfield, and they sent us out to Bedford, which is the opposite direction of our house in Aurora. At this point, it was 5:30, and the rental place closed at 6, so we got my 6 month old, drove all the way to Bedford, then had to get him home in Aurora in time to eat. This was unnecessarily stressful. The next day I get a call that the person still hasn't even looked at it and there was no ETA. I told Joe that I would be picking up my car the next day either way, and would take it somewhere else to get serviced. He then called on the next day (Friday) and said my car would be ready at the end of the day. I went and picked up my car, and not a single person apologized for the inconvenience. I was so disappointed in my experience and shared this with Joe. When dropping off my car initially, I made the comment that I like to get my work done here because this is where I bought my car, so all the service records are in one place and that I would be looking to trade in my car in the near future for something bigger (i.e. the 6 month old). I will absolutely not be purchasing from Klaben after this experience and will take my business elsewhere. I am completely understanding that things come up, but the lack of communication and empathy and respect for my time is the reason why I will not be coming back to Klaben. More