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Klaben Ford Lincoln - Service Center

Kent, OH

4.9
5,390 Reviews

5,390 Reviews of Klaben Ford Lincoln - Service Center

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October 14, 2020

We always get the time we need to get our car serviced. Mona , our service person is always very helpful. Weare always satisfied with ourtreatment at Klaben. More

by HR1935
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Mona Crooks
5.0
This rating includes all reviews, with more weight given to recent reviews.
October 13, 2020

Great service, best price on tires. Mike was very helpful and knowable about what would be best for my needs. the tires were not the most expensive, but rather they are the best for how I use my RV. More

by JOERUMMY13
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Mike Brandvold
5.0
This rating includes all reviews, with more weight given to recent reviews.
October 13, 2020

Brought my 2015 Ram in for some minor body work. One of the locations on my vehicle was a location Klaben fixed a few years ago from a minor collision. They were polite professional and friendly. Not onl More

by Randy
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Nick Johnson
October 13, 2020

Great experience always with professional people helping us. We love Kim Wolfram who is our service advisor. Kim always is looking ahead for our service needs. More

by Billwills1
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Kim Wolfram
5.0
This rating includes all reviews, with more weight given to recent reviews.
October 12, 2020

Wonderful communication. Great service. My loaner car was ready and very comfortable. When Mona said she would call me she did. I feel very comfortable about the explanation for the repairs completed. More

by RWBURKE
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Mona Crooks
5.0
This rating includes all reviews, with more weight given to recent reviews.
October 12, 2020

Mike in Service is always awesome to deal with! I have purchased a few vehicles off Lewis now. Very prompt to get back to you with all the details I need. Makes car buying pleasurable. More

by Msingle
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Mike Brandvold
5.0
This rating includes all reviews, with more weight given to recent reviews.
Louis Polos
5.0
This rating includes all reviews, with more weight given to recent reviews.
October 08, 2020

Excellent Dealership and service department. They are 100 percent honest and trustworthy. They offer great customer service and their after sales is awesome too ! I would definitely recommend them More

by WALEED_LOUTFI
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Sean Bradford
5.0
This rating includes all reviews, with more weight given to recent reviews.
Other Employees : Duane Taylor, Mario Palomba
October 07, 2020

Everyone there is very kind. They take the time to greet you and explain everything. All I can say is awesome. I have to bring my 90 yr old dad every time because he loves it too. More

by kkinney23
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Mario Palomba
October 06, 2020

Said my car ran fine and the check engine light was off. Neither was the case and had to get it fixed a week later More

by motuck1993
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
No
Employees Worked With
Mona Crooks
3.0
This rating includes all reviews, with more weight given to recent reviews.
Other Employees : Mario Palomba
Oct 15, 2020 -

Klaben Ford Lincoln responded

Thank you for taking the time to provide a review of your recent visit to our service facility. I appreciate the 4 stars for friendliness of our team members, however we failed miserably in all other areas. Most importantly we let you down when it came to providing you with an accurate diagnosis and description which resulted in your concerns not being repaired. We should have done better. No excuses. I also appreciate your responses to my emails and the reiteration of your concerns and perceptions. We now have the responsibility to take your honest feedback and share it with our entire team. Once that is done, hopefully we have identified the root cause for our failure along with the preventative measures that need to be taken to prevent a repeat of this same scenario. If there is anything that I can try and do for you at this point, please let me know. I thank you again for your review and apologize for not delivering the type of experience that you should expect and deserve. Mike VanHoose, mvanhoose@klaben.com, 330-673-3139 ext 107.

October 06, 2020

Amazing service as always - they never cease toamaze me Amazing service as always - they never cease to amaze me with how much they care for their customers and treat them as family. Klaben family has gone More

by TVOJAONA
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Mike Brandvold
5.0
This rating includes all reviews, with more weight given to recent reviews.
Mona Crooks
5.0
This rating includes all reviews, with more weight given to recent reviews.
Christine Klaben
3.0
This rating includes all reviews, with more weight given to recent reviews.
Sean Bradford
5.0
This rating includes all reviews, with more weight given to recent reviews.
Oct 12, 2020 -

Klaben Ford Lincoln responded

Thank you for taking the time to provide your honest and candid feedback and positive comments about Mona. After reading your review I felt embarrassed and frustrated and immediately began to attempt to empathize with you and all of your concerns. We let you down in a couple ways, no excuses. I'm grateful to have had the opportunity to meet you first over the phone and then in person as the insight you provided gave a clearer picture on how we needed to approach addressing everything. Your roadside experience is disappointing in itself to say the least, and I was able to share this experience and all of your feedback with the entire team. It Provided good reflection and coaching points necessary to evaluate and improve upon our customer's experiences. We are pleased at being able to resolve all of your concerns and more importantly put your mind at ease. We appreciate your giving us the opportunity to restore your confidence in us and in your vehicle. Thank you again for your feedback and as discussed, I and the entire Klaben Team remain at your service. Sean Bradford - sbradford@klaben.com

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