KLM is an Endurance recommended repair shop. As I have a policy with them, I took my van to KLM Mar 2, 2026 with several issues; the main issue was with the transmission. Phyllis was the manager at that time. She coordinated with Endurance who used C&K Auto as the warranty provider. The process went smoothly, C&K covered the transmission replacement for $1,248.38 and I had no OOP expenses (related to the transmission work). In April, I noticed the transmission seemed to periodically stick in 2nd gear. I notified KLM but advised I would be traveling out of country and would bring the van to them in May, which I did the week of May 11th. The process started off well, then Phyllis retired, Luis became manager & things went downhill fast! C&K advised there would be a delay as they would have to order the transmission from their warehouse supplier RE: none available at their location. Transmission arrived, June 4th. Luis emailed/text an invoice on June 5th for $1,729.18 (tax included) requesting I sign (authorize work) "so we can send invoice to warranty company for payment." In a 2nd txt he said, "I talked to the company and right now we'll need you to sign and approve estimate....so we can forward it to them." I called, spoke with Luis advising this was not the process that occurred in Mar. Luis said C&K was only approving $1,134.00 and when I asked why, he said I would need to speak with C&K and he provided their #. I was able to connect with C&K's warranty adjuster on June 10. From June 10th to Jun 22nd, Luis continually made untrue statements to included reaffirming C&K would only approve $1,134.00, that I had to sign KLM's invoice before C&K would make payment and that C&K's warranty doesn't cover the full amount because they had done so with a previous repair from 3 years ago. Each of these statements was refuted by C&K's warranty adjuster. The adjuster also advised that although the transmission was delivered to KLM on June 4th, Luis didn't send C&K an invoice until June 11th, and it was incomplete! He commented this claim is an exact duplicate of the March 2nd claim, they are prepared to pay again as the vehicle is under warranty and he didn't understand why things are so difficult this time around. Today I had the van & transmission moved to another repair shop. I wouldn't recommend KLM as a service provider. It is my opinion that Luis was just trying to fleece me for another $600.00!
Hi Mr.WatsonThank you for taking the time to share your experience. We are sorry to hear that you were frustrated with the warranty claim process. At KLM Auto Center, our goal is always to help our customers and advocate for them throughout the warranty approval process. In fact, during your previous transmission repair, we worked closely with the warranty company to help ensure the repair was completed with no out-of-pocket expense related to the covered transmission work. For the recent warranty claim, the amount approved by the warranty provider did not match our posted labor rate and repair costs. As an independent repair facility, we do not control what a warranty company chooses to approve or pay. Any difference between our rates and the warranty company's approved amount is determined solely by the warranty provider, not by KLM Auto Center. We understand there may have been confusion and miscommunication during the claim process, and for that we sincerely apologize. However, we respectfully disagree with the suggestion that anyone at our shop was attempting to charge for services improperly. All estimates and invoices provided were based on the repair costs submitted for warranty consideration. We appreciate the opportunity we had to serve you and wish you the best with the continued repair of your vehicle. KLM Auto Center Management
- KLM Auto Center