Gosch Ford Temecula - Service Center

Challenging times and the new normal at Gosch Ford I began my experience working with another service advisor. That service advisor never called me to let me know the diagnosis of my vehicle and faile I began my experience working with another service advisor. That service advisor never called me to let me know the diagnosis of my vehicle and failed to return 17 phone calls! I finally reached someone else on a Friday and was told that my vehicle was done and the cost was $602.34. Reluctantly, I paid it as I expected a follow up call as to what was the cause of the engine light being on as well as the excessive smoke emitted from the exhaust at start-up so that I, as the vehicle owner, could make a decision as to the service(s) I felt appropriate to perform at the dealer. This was the process that I had grown accustomed to with our firms fleet of vehicles over the past 12 years. Upon picking up my truck and driving home i noticed that the check engine light was still on and it smoked worse than before. I essence, the dealer collected $602.34, kept my vehicle for 8 days, and performed no service whatsoever. What's worse, the service advisor would not even return my phone call. I called the service manager, Grant Bell, on Monday and shared my experience with him and informed him that I had never had this type of 3rd class experience before at Gosch Ford and that I would be taking my truck and future business to a "qualified dealer" and would be contacting Ford HQ to let me know how the service department is being operated. Mr. Bell apologized and said he was embarrassed that this had occurred and asked if I would give him the opportunity "to make things right". I agreed and took my vehicle back and dealt with Rachel Long as my service advisor. Apparently, Rachel had been trained in the ways of customer service and the importance of communication. Rachel called me throughout the process and informed me what the problems were. She said the turbos needed to be replaced and that they were ordered. She called every two days with an update. After my truck had been at the dealer for two weeks she called and informed me that the technician had reported that the check engine light was the result of the trans-cooler needing to be replaced. In all, my truck was at the dealer for four weeks. While I think the time was excessive under normal circumstances, I also understand that we are in the midst of the Covid-19 pandemic, and am cognizant that part orders are subject to delay as a result and working conditions have been altered resulting in the potential for extended repair durations. During the 3 week period after I spoke to Mr. Bell, Rachel would call me and tell me when she had days off and that she would not return until a certain date and that communication during that time would come from Grant Bell, the service manager. I never did hear from Mr. Bell. No follow up to his "I'm going to make it right". I did however, receive 5 star service from Rachel Long. She is a wonderful communicator and does exactly what she says she is going to do. If it were not for her, i would have given this dealer a zero star review. As a side note, I did go back to the dealership to obtain some keys that were in my console as i did not expect the dealer to have my vehicle for four weeks. The truck was parked in the rear parking lot and had yellow paint on the front bumper where apparently one of their employees hit the yellow painted ballard at the garage bay. This was never fixed and we will leave this review alone at this time. In regard to future repairs or the purchasing of replacement fleet vehicles, I think my experience at Gosch Ford is going to lend to exploration of other dealerships. I did not mention my initial service advisor by name only because i am sure he has a family and needs his job. If she were my employee he would have been fired or at the lease written up and his customer service etiquette evaluated. Nonetheless, Mr. Bell knows who he is and will have to take ownership of that. More

Amazing Bringing your vehicle to Gosch seems very effortless. From the time you pull into the service drive, to the time you pick your vehicle up is so effor Bringing your vehicle to Gosch seems very effortless. From the time you pull into the service drive, to the time you pick your vehicle up is so effortless. The communication while waiting is great. My car had to be there for over a week, and I knew what was happening the whole time. The team there is very friendly and the genuinely care about your concerns. Paying for it at the end was even made less painless because even that department was VERY nice. Will I come back.....? Oh yeah. No question about it. Everyone should go here no matter what brand of car you drive. Trevor Schultz is beyond helpful. Have questions, call and have him set your appointment. More

Good Job! Service was done well and in great timing.I recommend service here and Joseph Britton was a lot of help with my car. recommend service here and Joseph Britton was a lot of help with my car. More

Great costumer experience. Very friendly , helped me with all my needs. Answered all my questions clearly with no hesitation. Great overall customer experience. Would come again. with all my needs. Answered all my questions clearly with no hesitation. Great overall customer experience. Would come again. More

Rachelle kept us informed about everything being serviced on our car and how long it would take. She had the answer to all of our questions and was overall very helpful and pleasant to talk to. on our car and how long it would take. She had the answer to all of our questions and was overall very helpful and pleasant to talk to. More

I brought my car to nick in service he always takes care of me super friendly & knows what’s he’s talking about i definitely recommend him of me super friendly & knows what’s he’s talking about i definitely recommend him More

Every time I come in for service Nick come right out to help me, He get my 2017 Escape right in to the tech to look out it, He will call me back with two hours to let me know what it needs, Nick is a big help me, He get my 2017 Escape right in to the tech to look out it, He will call me back with two hours to let me know what it needs, Nick is a big help to me thanks Nick More

Kenn Olson is amazing! Kenn is hands down the best advisor that I have ever worked with. His customer service far exceeds expectations! He is honest, trustworthy and you kno Kenn is hands down the best advisor that I have ever worked with. His customer service far exceeds expectations! He is honest, trustworthy and you know that he will do absolutely everything in his power to get the job done for you. I would highly reccomend him to anyone! More

Great Service Kathryn Crane was great to deal with. She got my vehicle back to me when promised, and walked me through and explained all that was done to my truck. Kathryn Crane was great to deal with. She got my vehicle back to me when promised, and walked me through and explained all that was done to my truck. A+ rating. More

Kenn Olson is the best! I’ve always preferred driving Fords and I’ve owned quite a few including the 4 that we have now. For service I’ve been taking them to Rancho (now Gosc I’ve always preferred driving Fords and I’ve owned quite a few including the 4 that we have now. For service I’ve been taking them to Rancho (now Gosch) Ford for at least the last 15 years+ mainly because of Kenn Olson. He’s always treated us like family and makes sure we got what we needed and nothing more. He earned my trust early on (not easy to do!) and I know he’s a straight up guy and honest with me. I’ve dealt with some of the other service reps at Gosch and they all seem to be very good but Kenn is my ‘home-boy’. Good guy. Always fair and that’s why I keep coming back. It’s a good feeling knowing that I have a great guy at Gosch Ford service who has my back. Thanks Kenn. -Mike R, Temecula CA More