Dan DeMarco | Page 5

Premier Kia Of Branford responded

Mr. Pereles/ It is disappointing to see your review after all that we have done for you. Your vehicle was towed into our company with a check engine light, lack of acceleration and a shake. We immediately proceeded to diagnose this matter and pulled code PO304 - cylinder 4 missfire. We removed t he plugs and found them oil soaked and with oil deposits. We performed a compression test and we found 0 compression in cylinder #4. We tore the engine down found that the exhaust valve has a large hole in it - and, a very deep gouge in the cylinder wall. The short block required replacement. We called your extended warranty company and, after multiple visits to our dealership - and, declinations to cover - they finally decided to cover the engine repair. At the end of the repair - you were responsible for only $163.77 on a nearly $7,000 repair. As you know from a review of your own cell phone - our company kept you updated by phone, met with your parents when they stopped in and, sent you more than 15 text messages to you updating you and communicating with you throughout this process. At no time did you go 2 weeks without an update. You were kept up to date the entire time. Simply review your cell phone to see the calls and text messages and you will know this to be true. Once the repair was authorized by your extended warranty company - we ordered all of the parts - and, they were approximately 1 1/2 weeks out. To save time, we sent the heads to the machine shop to have them repaired pending receipt of the parts. Upon the receipt of the parts - your engine was put back together - tested and made available to pick up. Our process was transparent. We provided you each and every claim number - and, even texted you with those updates - and, we have those texts on record. As for your maintenance items - simply look back at previous recommendations by our company. You have only been to our dealership 5 times since your ownership of the vehicle - and in over 60,000 miles of driving. If you look back at the repair order dating back to March, 2021 - we recommended service items (including your brake fluid ) and you declined items. You continued to decline items in subsequent services. It is unfortunate that you were unable to be at our dealership to pick up the car. You sent your parents. All of these items were reviewed with them at the time of pickup. We are disappointed by this unfair review and, stand behind our service level and our work quality