Klaben Ford Lincoln - Service Center

Klaben Ford Lincoln responded

Hi Jon. Thank you for taking the time to provide a review of your experience at our service department. Your candid remarks are exactly the type of honest feedback we are looking for when we ask for input from our customers. The fact that you incurred charges without authorization is indeed unacceptable and troubling. It is our policy to never make any repairs or perform any service without the consent of the customer. We had a process failure. No excuses. It now becomes our task to determine the cause of the failure and correct it. This is a task we undertake seriously, with a commitment to fix a concern that we want to prevent from happening again in the future. . Just know that it was not our intention to put you in a position to find it necessary to take your business elsewhere. I also appreciate you taking even more of your valuable time to speak with me via phone and for providing further detail and input. I hope the resolution we discussed is an indication that it is not about the money for us, but more about creating customers for life that will have complete faith and confidence in the Klaben organization. Again, I thank you for your feedback and apologize for your experience. We remain at your service. Mike VanHoose, mvanhoos@klaben.com, 330-673-3139 ext 107.

Klaben Ford Lincoln responded

Thank you for taking the time to share you experience. Your feedback is very important to me and the entire Klaben Team. Please accept my sincere apology for failing to deliver the level of service you expect and deserve. The one element of the service experience we have total control over is how we communicate with the customer. In this case, Brandon failed miserably. His actions and his words created the perception that he didn't care. This is unacceptable At Klaben we do indeed care and it is unacceptable when our behavior indicates otherwise. Thank you as well for spending the time to communicate further with me. The detail you provided was extremely helpful and allowed me to fulfill my responsibilities to apologize to you personally and to address this issue internally. Your comments provided us the ability to have constructive, one-on-one counseling with Brandon. This was a valuable learning experience for him but unfortunately, it was at your expense. I also appreciate the positive comments regarding Sean and Carl. You described the kind of behavior we expect of ourselves and our fellow Team Members. Thank you for holding us accountable. On behalf of Klaben, please know that we appreciate your patience throughout the failure and replacement of your engine. We empathize with and apologize for the related inconvenience, disappointment and frustration. The last thing we want to happen is for you to lose the trust you have placed in Klaben. Please know that we very much appreciate the opportunity to regain your confidence. The burden is on the Klaben Team moving forward to affirm that this is the right decision on your part. I and the entire Klaben Team remain at our service. Rich Klaben..

Klaben Ford Lincoln responded

Thank you for taking the time to share your honest and candid feedback from your recent experience. I apologize for your inconvenience and please know your time is very important to us. We let you down, no excuses. Our customer’s feedback allows us to reflect on how we as a team are performing and how it affects the level satisfaction delivered each visit. I was not able to reach with the contact information I had and was hoping to gain additional insight and personally apologize for your recent experience.Thank you again and I look forward to speaking with you in the future. We look forward to the opportunity to make it up to you, and look as well as having another opportunity to serve you. Sean Bradford - Service Manager - 330-673-3139 x 206 - sbradford@kkaben.com - Cell (216)337-1005