Logan Rich | Page 6

Klaben Chrysler Jeep Dodge Ram responded

Hi Katie, I want to express my gratitude for bringing this matter to our attention. At Klaben, integrity is the foundation upon which we operate, and it deeply troubles us that we may have given you a different impression. Our ultimate goal is to offer the highest quality preowned vehicles to our valued customers. To achieve this, we authorize all necessary maintenance items during our reconditioning process, as we firmly believe that our commitment to quality sets us apart from our competitors. However, we understand that even with the best intentions, sometimes things don't go as planned. We acknowledge that our processes may have fallen short, leading to the inconvenience of multiple service visits for you. There are no excuses for this, and we take full responsibility for our shortcomings. Our team is fully dedicated and determined to earn back your trust and confidence. I personally would like to reach out to you at the earliest opportunity to discuss your concerns and find a resolution that holds value for you. Your time is precious to us, and we are committed to making things right. Please be assured that at Klaben, doing the right thing is our unwavering commitment, and we understand that our customers are irreplaceable. I have already left you a message and sent a text from my personal cell. Please feel free to contact me at your convenience. Thank you for your understanding and for giving us the chance to address this matter. Timothy Beane (330) 673-3139 ext 506

Klaben Chrysler Jeep Dodge Ram responded

Thank you for taking the time to post a review of your recent experience at our service facility. We truly appreciate the positive comments regarding members of our team, as well as the 5 star rating in some areas. Naturally our attention goes to those areas where we failed to deliver the experience that you have come to expect and deserve. Clearly our communication with you should have been better and more timely. I apologize for not living up to your, as well as our own standards. I also appreciate the extra time you took to speak with me via a phone call. The extra insight that you provided has already been incorporated into our ongoing coaching and counseling with our team members. That being said, if there is anything else that I can try and do for you at this point, please let me know. Thank you again for your feedback. I apologize once more for your experience. As the entire Klaben team remains at your service, please continue to hold us accountable. Jim Arnold, jarnold@klaben.com, 330-673-3139 ext 409.