Fernando Cruz | Page 2

Columbia Ford Kia responded

Hello Yvdoviaw, We are very sorry to hear that you left feeling disappointed after your recent experiences with us. That is certainly not the level of service we strive to provide to our customers, especially those who have trusted us with multiple visits over time. Because this review is anonymous, we are unfortunately unable to look into the specifics of your situation or reach out directly to better understand what occurred. We would truly appreciate the opportunity to speak with you personally and see if there is a way to address your concerns and improve your experience moving forward. Please feel free to contact our management team at your convenience. Feedback like this is taken seriously, and we are always working to improve both our communication and customer experience. Eric Gates General Manager & Mike Pahlas Service Manager

Columbia Ford Kia responded

DSOUSA56, Thank you again for speaking with our Service Manager, Mike Pahlas. We appreciate the opportunity to address your concerns and work toward a better experience moving forward. We understand your frustration regarding the communication and timing surrounding your recent visit, and we are committed to making this right. As discussed, we have scheduled your vehicle to return next Wednesday, and we will be completing the valve cover gasket repair with no labor charge to you. Our team will be closely monitoring the repair process from start to finish to ensure everything is handled properly, efficiently, and with the level of communication you should have received from the beginning. We truly value your business and the opportunity to regain your confidence in our dealership. Thank you for giving us the chance to improve your experience, and we hope to earn back your trust — and ultimately a 5-star experience — moving forward. Eric Gates General Manager

Columbia Ford Kia responded

Thank you for taking the time to leave your feedback. I sincerely apologize for the frustration surrounding the extended downtime of your emergency services vehicle. We fully understand how important vehicles of this nature are and the impact being out of service for that length of time can have on daily operations. While there are situations involving parts availability, manufacturer approvals, or complex repairs that can unfortunately extend repair timelines beyond anyone’s expectations, we recognize that the overall experience described here was frustrating. Clear communication and consistent updates are especially important in these situations, and I understand your disappointment. Because this review was left anonymously, I am unfortunately unable to review the specific repair history or reach out directly to discuss the details of the situation. I would truly appreciate the opportunity to speak with you personally so we can better understand what occurred and review the circumstances internally. We greatly value the trust placed in us by emergency personnel, municipalities, and commercial customers, and I am disappointed to hear your experience did not reflect the level of service we strive to provide. Please call me at your convenience! Eric Gates General Manager 860.228.2886