Before I explain why this experience was unusual compared to the rest, I want to be clear that we like the dealership overall and this one bad encounter won't hinder us from going back. That said, this particular experience was not very pleasant. First, the gentleman asked me what the issues were. Among other items, I explained that I wasn't getting hot air to the foot area of the drivers side. He then turned on the heat and said he felt it, in a very smug way. I explained that it didn't get hot, even after it was on for an hour. My entire body would be sweating and my feet were like ice cubes. There was clearly something wrong with the heat distribution.
Then, we had told them when we made the appointment that we have 4 kids and needed a 3rd row seat as a loaner. However, when we got there they didn't have a car big enough for us, so they called Enterprise. We had to wait. Next, Enterprise comes, takes us back to their office, and they still didn't have a 3rd row seat! By that time, we were frustrated and just wanted to leave, so we ended up in a Charger.
When we picked up the car, it turned out that I was right. There was a difference in the heat going to the driver side and it needed fixed. Everything we came in for was addressed. We then went to pay and were being charged full price for an oil change, when we were told by Christine Klaben that it would only be $1. The way the service employee applied our Loyalty Link made it cost more for us than it should have. After we discussed this with him (and wasted even more of our time) he adjusted the bill to what it should have been in the first place.
To be clear, this was one bad experience, compared to the many other great ones. We will continue to go to Klaben for all of our auto needs. They have been very professional and courteous during every other visit.