Logan Rich | Page 3

Klaben Chrysler Jeep Dodge Ram responded

Bill, We are extremely sorry for the inconvenience and frustration regarding the issue with your vehicle. We truly understand your frustration. Please know we are doing everything we can and exhausting every resource available to help rectify this situation. We are currently in contact with the manufacturer in an attempt to procure a new radio for you. Thank you for taking the time to speak with me today and allowing me to personally apologize. Per our conversation, when the new radio arrives we will set up a pickup and delivery to mitigate further inconvenience on your part. I and the entire Klaben team remain at your service. Sincerely, Jimmy Boone Assistant Service Manager Klaben Auto Stores 330-673-3139 rboone@klaben.com Visit: www.klaben.com

Klaben Chrysler Jeep Dodge Ram responded

Daniel, Thank you for taking the time to leave us a review. Responses such as yours are an invaluable tool for our continued growth. We are very sorry to hear how your recent service experience unfolded. This was totally within our control, and we failed. This was not our intent. Oversights such as this are as frustrating for us as they are for you. It was clearly an oversight on our part which is absolutely unacceptable. Despite my best efforts I was unable to locate your file in our system. We would love to gain some additional insight on this matter so if you could contact me at your earliest convenience that would be extremely appreciated! I and the entire Klaben team remain at your service. Sincerely, Jimmy Boone Assistant Service Manager Klaben Auto Stores 330-673-3139 rboone@klaben.com Visit: www.klaben.com

Klaben Chrysler Jeep Dodge Ram responded

Kim, Thank you for taking the time to complete your survey. Feedback such as yours is an invaluable tool that is shared with the entire team. Based off of your candid comments and our conversation today, it is clear that we failed. For this I apologize. I certainly empathize with how frustrating it must be to have a check engine light come back on after all of the work that we have performed. I look forward to resolving your issues and thank you again for the opportunity to do so. I and the entire Klaben tam remain at your service Kindly, James Arnold Service Manager Klaben Auto Stores 330-673-3139 jarnold@klaben.com

Klaben Chrysler Jeep Dodge Ram responded

Peter, Thank you for taking the time to fill out your survey. I apologize for not repairing you problem the first time. Your feedback is very important to us and is shared with the entire team. It is our best resource for gauging our success and also our failures. Situations such as yours are both difficult and frustrating. I certainly empathize with how inconvenient it is to receive a vehicle back after service in anything less than repaired condition. Now that the vehicle is here, and we have spoken, I feel that we are on the path to closure. I look forward to restoring your faith in Klaben. I and the entire Klaben team remain at your service. Jim Arnold, Service Manager, Klaben Auto Stores 330-673-3139, jarnold@klaben.com

Klaben Chrysler Jeep Dodge Ram responded

Thank you for taking the time to post a review of your experience at our service facility. As I read your comments and note the 1 star ratings for members of our team and processes, I am embarrassed and appalled that we put you in the position of being so completely dissatisfied. I truly apologize. This was not our intention. Although our actions did not show it, we are better than this and you are right in holding us accountable. That being said, members of the team that you tagged in your review, myself included, are having difficulty recalling any interaction or engagement with a customer that resulted with us being aware of such a negative experience. Shame on us for that as well. Our goal and business model is based on creating customers for life. When a customer has an experience that goes so completely opposite of that model, it gets the attention of the entire team. I welcome the opportunity to speak with you directly, so that I can apologize, and to also see if there is anything that I can try and do for you at this point. The extra insight would be greatly appreciated. Thank you again for your feedback and I apologize once more while hoping to hear from you soon. The entire Klaben team remains at your service. Mike VanHoose, mvanhoose@klaben.com, 330-673-3139 ext 707.