Klaben Ford Lincoln - Service Center

Purchase Experience A+, Warranty Service Experience F I purchased a Ford Transit from Klaben Ford quite a while ago. Great car buying experience, no complaints there. The problem arose when I needed war I purchased a Ford Transit from Klaben Ford quite a while ago. Great car buying experience, no complaints there. The problem arose when I needed warranty repair service on the vehicle. I had it in months ago and was told it had warranty repairs necessary on several issues. I was told I would be contacted when the parts came in. time went by, finally, my assistant called in and inquired about the parts several months later and although they were in for the vehicle no one had ever called me to schedule the service. After she updated me that they were in fact in, she called the advisor back (who wasn’t available at the time) and left a message for him with the receptionist and on his voicemail. Weeks go by, no return call. SHE then called back in about two weeks ago, and the advisor scheduled service for that day (finally) and wouldn't you know we had an emergency come up and she couldn't come in. It’s an hour drive for me to bring the vehicle in. Since that day two weeks ago...no call from anyone in service to reschedule; so I just put a request in online to try and schedule again. Service is service, I shouldn't have to call after months to "check and see" if my warranty parts ever arrived and schedule. I should have been contacted months ago when they came in; not to mention this is a company vehicle for my small business and at the time I originally contacted the service dept. it was slow season. Now, it’s the middle of my busy season and having to go without the vehicle is going to hurt my business and income to provide for my family! SO FRUSTRATED! More

Pushing What I Didn't Come For I came for an oil change and to have a few things checked out. The result was being talked to like I didn't have a clue to how a car works. I'm 60 yea I came for an oil change and to have a few things checked out. The result was being talked to like I didn't have a clue to how a car works. I'm 60 years old, and I've been working on cars since I was a kid with my dad. But to my dismay, they've gotten on this kick about having all their customers receive a "free" front end alignment inspection. Then they hit you with the results and their pretty graphs, showing you how far your wheels are out of align along with a "we can take care of that for only $89! People beware. everyone's front and back ends are not in perfect alignment. If your car is driving down the road and your steering wheel is not at center then yes, your car is out of alignment. You don'e need an inspection to tell you that. Okay, why am I so upset at this? It's not just because of the way I was talked down to and pressured, it was that I heard everyone down the line being offered and told the same thing. It was the same speech from each attendant, whether at the check-in or even in the waiting lobby!! The same take, the same speech. You just sort of sat there and got sick to your stomach as you heard person after person being taken advantage of. Where some of them legit? I'm sure they were. But this was not out of concern for the customer. This was to generate additional funds period. It might not of been a scam, but it was a scheme! More

Bad Experience I came to Klaben because the center console touch screen monitor in my car was not working. When I came for my initial consultation, I was told it wo I came to Klaben because the center console touch screen monitor in my car was not working. When I came for my initial consultation, I was told it would be about an hour to run diagnostics, so I chose to wait. Two and a half hours later, I had still not received an update. After inquiring, I learned that the system had been down for quite some time, so they had just started the diagnostic. I would have appreciated this communication earlier. After the diagnostic, they informed me a part needed replaced and they would have to remove a panel in the car to get the # off the item they needed. It was now closing time, so I had to schedule another appointment to return to get the part removed. On my third visit to the dealership, they installed the new part. I received a call that my car was ready, so I came to pick it up. I checked out with the desk and was told my car was right outside. I then went for a search for my car and finally found it located in the furthest back corner of the lot (actually in the weeds on the outskirts of the parking lot). It did not appear the car had been finalized by the service staff. The floor and seat coverings were still installed. After reprogramming the time on the panel, I noticed my navigation was not working. I went back in to speak with Jason, the service rep. He had left for the day. I was asked if my car had navigation when I purchased it (yes) and was told it would be another hour or so to get the navigation downloaded. I chose to leave and seek service elsewhere. Upon arriving home, I opened the glove box and it fell onto the floor. The technician had not re-attached it. Just the last nail in the coffin. Overall, quite a few minor problems escalated into one large headache. I have since contacted a friend at another Ford dealership and will be returning my car there to have the work completed. Although Klaben is a convenient location, I will not be returning. More