Samantha Masuguchi | Page 37

I'm leaving two reviews- one good and one bad. I want to leave a good review for Chris Vecchi, Melissa Kelly, and Rick (who oversees all of the Gosch locations) for their amazing help and customer service. leave a good review for Chris Vecchi, Melissa Kelly, and Rick (who oversees all of the Gosch locations) for their amazing help and customer service. After a bad initial experience, they went above and beyond to make sure that I was taken care of and my car was properly serviced. CHRIS VECCHI: Five Star Rating MELISSA KELLY: Five Star Rating Rachelle Long and Samantha Masuguchi and the two other men whom I didn't get names for in the service center: I'd give you zero stars The bad experience I had at Gosch Ford Temecula was when I set up an appointment for my 2019 Fusion that had a battery drain, leaving the car's battery totally dead. I was not able to pinpoint why if kept happening. I made an appointment and told the lady over the phone exactly what was going on. When I showed up to drop off my car (1 hour early), the service woman (Samantha Masuguchi) told me she had me down for an oil change. I actually thought she was joking, but quickly realized she wasn't. I explained why I was there and that I had spoken to a lady on the phone and she had documented all of my information for the warranty check. She rudely said, "I don't know who you talked to because we don't take information from customers over the phone". Okay, so I must have made that up. I explained to her that I get the teacher oil changes and that I know I have to drop my car off by 8am M-F to get the loaner car as part of their free teacher oil change program (which is fantastic, BTW). I wasn't even due for an oil change. She then went inside to speak to her manager and he gave me a funny look from afar, grabbed her shoulder and ushered her down a private hallway to continue talking. Bizarre. She came back to me and said, "I'm not sure what you want to do since we have you down for an oil change and our electrical tech for the Hybrid cars leaves at 11am". I explained to her that we were leaving for vacation and that I would like to leave the car for the next day and that I had already taken a day off of work to drop it off...none of that interested her at all. She immediately refused a rental and said I would need to call back again and just reschedule. I asked her if I could use the teacher rental car that they offer for the oil changes but she said that wasn't an option. After asking to speak to the manager, I still didn't make any progress, and they all treated me like I was a complete nuisance. Realizing I was talking to a wall, I left, stating that I would never step foot in their dealership again...nor buy a car there or ever recommend them. They couldn't care less. Fast-forward one week: Gosch Ford "central" calls me to see how my service appointment went, not realizing it had never happened. I told the lady exactly what had happened and she immediately transferred me to Rick, the service manager. I explained every last detail and he pulled up my recorded phone conversation from March that explained the reason for my service appointment in the first place. He could not have been nicer or more helpful. He insisted that I had a rental car and set me up to drop my Fusion off once again on June 22nd at 8am. It was like deja-vu on June 22nd when I checked in with my Fusion at Gosch Temecula. Keep in mind that I had called the day prior to verify that I had a rental car and that they knew that I was coming and exactly why I was bringing the car in. Everything was confirmed by Rick and the lady at Gosch Ford. Rachelle Long helped me out. As I sign the paperwork for my appointment, I asked about the rental car they promised me. She said, "oh, we don't give out loaner cars for service appointments". First off, that's not accurate, but furthermore, I explained to her that Rick had promised me a loaner car. She said, "who is Rick?". She actually told me that Rick wasn't able to promise me that and that he wasn't actually in charge of all of the Gosch dealerships. I told her the lady on the phone on June 21st had verified my loaner car. She looked that up and saw that I had spoken to her. I asked if there was any notation about the rental car from that phone call. She refused to answer me about that twice. I asked her to call Rick. She insisted on emailing him instead. I told her that I was in a bit of a hurry and that I was promised a car and a much better experience after the first time. She had zero empathy. She finally got Rick on the phone and realized that I was correct. The only thing she said to me was, "Enterprise will pick you up in the customer lounge". That was it! No apology for arguing with me, no acknowledgement that I was right and she wasn't exactly nice, nothing. I don't need the royal treatment by any means, but please, if you make a mistake and rudely defend yourself to the customer, at least apologize! Long story even longer, Chris Vecchi truly did go out of his way for me. The problems with my car could not be replicated at the dealership, but he was very sincere and called me almost daily to check in. He explained everything that they were doing and planning to do. He was up front with me about Ford covering the rental car and that it did have a time limit, unfortunately. He worked around my schedule and ensured that I was okay with them keeping my Fusion to continue running tests, etc. When I picked up the car, I told him about my initial experience. He honestly had no idea about what had happened. I told him that I wanted to write him a good review, so here I am. I was amazed at his service. If I have any future needs for Gosch, I will ask ONLY for Chris Vecchi and Melissa Kelly. More

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Outstanding customer service all around my vehicle was ready at the time they said it would be, great 20 second service video very helpful. 👍 ready at the time they said it would be, great 20 second service video very helpful. 👍 More

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For my first time visiting, it went great. Friendly customer service and quick service. I will return for my other vehicle(Mustang 5.0) service. customer service and quick service. I will return for my other vehicle(Mustang 5.0) service. More

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Professional, quick, reliable and on time. The only issue is getting a Service s Hedley at the interval required. This can only mean that Gosh is doing something great for their customers is getting a Service s Hedley at the interval required. This can only mean that Gosh is doing something great for their customers More

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Great service I needed my vehicle by a certain time and they did it on time.They service my vehicle and replace my tires great job. they did it on time.They service my vehicle and replace my tires great job. More

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Always a joy working with Samantha. Thank you for making it easy! Thanks to the technician, Reggie, for working on my car. Your video text was fantastic 👍🏼👍🏼 it easy! Thanks to the technician, Reggie, for working on my car. Your video text was fantastic 👍🏼👍🏼 More

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We are a Ford Family and always get our cars serviced at Gosch Ford Temecula. Samantha, our service advisor is always friendly and quick. We decided last minute (7pm, sorry Brandon) to trade in my Ford Expl Gosch Ford Temecula. Samantha, our service advisor is always friendly and quick. We decided last minute (7pm, sorry Brandon) to trade in my Ford Explorer for a Ford Expedition. Brandon was very helpful and was knowledgeable about all the cars features. Since we arrived so late we were there after closing finishing up paperwork. Brandon stayed and walked us through everything. He even got my kids coloring books and crayons. Great service! More

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This is the best dealership! I drive over an hour to get to this dealership for any and all car maintenance. They are professional and so friendly!! I recently brought my car in for routine oil change and t to this dealership for any and all car maintenance. They are professional and so friendly!! I recently brought my car in for routine oil change and they also took care of a recall notice. Samantha was the best!! Thank you so much for taking such good care of me and my care. :) More

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Samantha is AMAZING! So helpful. So understanding. So caring. I think we could be friends. I appreciate her help so much. It’s never fun to spend your money on car repairs but she was very kind and under caring. I think we could be friends. I appreciate her help so much. It’s never fun to spend your money on car repairs but she was very kind and understanding and most of so helpful. More

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Rachelle long was very professional & kind, went out of her way to help me. Gave me great tips on how to keep rodents out of my engine compartment. her way to help me. Gave me great tips on how to keep rodents out of my engine compartment. More

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