Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Drove about 2 hours to the dealership, had agreed on a price of $37,995 with the sales manager *****. Upon arrival they changed the price to $39,995, after a while negotiating and agreeing to $43,200 out the door price with taxes, licensing, registration, and other fees and explicitly telling them not to run my credit since I had my own pre approval with a credit union they said they worked directly with. Its now been about a month and I have yet to receive my plates or registration. So I go to look at my paperwork and it turns out they did not include licensing or registration for my car and never told me I had to do it on my own. Not only that but I have been getting multiple letters from banks saying I was submitted for financing from gosh **** Temecula.

  Business Response

  Date: 03/07/2024

  ****************** called the store and was inquiring about a mustang he saw online. ***** explained to him that that vehicle had just sold but we had another that was similar but it wasn't finished with reconditioning. When ****************** requested a price on that one ***** explained that he couldn't give exact because the reconditioning bill had not been posted but it would be somewhere close to to the original vehicle he inquired about based on normal cost. The vehicle required more then normal and the eventual agreed upon price was $39,958. ****************** was not charged registration fees because the plates are good thru 11/24. We cannot charge fees if they are not due and dealers are not responsible for giving customers 1 year of registration on used cars. ****************** told us he was preapproved thru schools first and we agreed to only send it to them. We sent the deal to schools first only and they turned him down. They have a passthru program with other banks. It was schools first that sent his info to the other banks not us. After getting on the phone with schools first and getting them to relook at the deal they eventually approved it. 

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2022 **** F250 in to Gosch **** in Temecula on 1/25/24. My vehicle has ****** miles and still under warranty. I was driving my F250 35mph on freeway on 1/23/24, when I heard a loud bang and then heard the glass falling onto the privacy screen that was closed. The passenger in the vehicle at that point videoed while we were moving down the road showing the fixed sunroof glass had blown upward. After my vehicle was at the dealership for approximately four days., I received a call from my service writer, *******, telling me that they would not cover the repair of my sunroof. I was told that it would cost me $3700 to repair. They stated that they believe something hit the glass and broke it, but clearly with the pictures I took of the glass blew upwards. I have been doing a lot of research and found that this is a problem **** has been having. At this point my vehicle has not been repaired, but in order for me to move forward to repair the glass, I have filed a claim with my insurance. If BBB is able to help me get this resiolved/warrantied, great, otherwise I will have to take this to small claims court in order for them repair this under warranty. Luckily no one was hurt since the privacy screen for the sunroof was closed.

  Business Response

  Date: 02/05/2024

  Contacted ********************** on 2/5/24 at 4:43 pm - left a voicemail message and awaiting a call back. 

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 26th 2023, at 7:00 a.m. I had an appointment that day I met with ******************************* service sales consultant at Gosch **** in Temecula I introduced myself to him and told him I had an appointment that day at 9:15 a.m. and that I was dropping off the car at early because I had to go to work by 8am I explained to him this is my first hybrid vehicle I own which is a 2017 ******* MKZ Hybrid with 95k miles and to my knowledge still has warranty on the Hybrid system for 8years/100k miles and I told him that I feel like the Hybrid battery is draining too fast so I need them to check the hybrid battery, the same Thursday he calls me and tells me he needs to keep the car for an additional 5 hours so they can continue testing the battery, which what I thought was the hybrid battery because I was quoted $165 diagnostic fee to check the Hybrid battery I said that's fine Friday I received no answer/no call with the status of the car Saturday I called to see what's going on I leave two voicemails no one returns my calls & no one's answers the phone and then comes Monday 7:00 a.m-11:00 a.m. still no one has returned my call no one has called me to tell me the status of my car I finally show up around lunch time around 12:30 p.m. on 10/30/2023 in the afternoon and I asked another service consultant what's going on what's the deal no one's able to find paperwork no one's able to give me an answer until maybe almost an hour later finally I speak to another service consultant and he gets me the paperwork and says take it to the cashier you're ready to go, the paperwork is showing that the car 12 volt battery is perfectly fine which I knew that already because the battery was brand new when I purchased the vehicle so they didn't even check the Hybrid battery system so I don't understand why they charged me for, if on the paperwork it shows that they didn't even check the hybrid battery they checked the wrong battery and they checked the 12 volt battery not the Hybrid battery!

  Business Response

  Date: 11/02/2023

  Called and emailed customer on 11/2/23 at ******. Awaiting a phone call or email back to communicate with the customer. 

• Initial Complaint

  Date:06/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a truck from gosch ford and was advised that the vehicle had never been in a accident and it had a clean carfax. I Was then been advised my my son in law the vehicle had been in a accident due to discrepancies in the hood that he was able to see visually. The truck was sent back and the hood was repaired and no paperwork was provided. Then approximately 1-2 weeks after rain storms in our area we began to notice water leaking from the back window covering the seats and floorboards with water also dripping from the seats when moved, and upon farther inspection we noticed damage on the back of the cab that was poorly repaired and that the rear window was replaced with an aftermarket window, that was also not disclosed to me at time of purchase. Due to the leak mold began to form on the seats and floorboard. I took the truck back 4-7-23 to repair damages and spoke with **** swinke the used car manager. They had the truck for approximately 3 weeks and I requested proof of repairs through the process such as photos and documentation and received nothing after multiple requests. When the repairs where completed “per dealership” they stated that replacing the seats was an unnecessary cost for them to endure and a mold test of the interior of the truck was not completed, they where still refusing to supply paperwork of repairs completed at that time. I then requested a mold test be performed for the second time. They had the the truck for approximately 3 more weeks. I was then contacted 6-16-23 by the floor manager Chas stating that the mold test was complete and there was no mold in the truck but they are still refusing to provide paperwork of completed repairs after numerous requests.

  Business Response

  Date: 06/20/2023

  This vehicle was traded in with minor hood damage and repaired before sale. All records are available per customer request and were not requested until Friday June 16th. This vehicle was brought into service on April 17th for a rear window leak, upon inspection the leak was verified and the window was replaced with an OEM Ford rear window and retested for leaks, the concern was no longer present. The interior of the vehicle was inspected for water and dried. Customer requested a mold test that was completed on June 12th and no mold was found within the vehicle. Customer was notified on Friday June 16th that the vehicle was ready for pick-up. All requested RO’s were sent to ***** *******l per his request on Friday June 16th.

• Initial Complaint

  Date:01/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2016 Ford Escape to Gosch Ford, ********* *** on 12/08/22, for a recall for a cable bushing and had them do a routine oil and filter service. On 12/11/22, while driving on the highway, my passengers and I heard something hit the underside of my car. My car overheated shortly thereafter. It took over a gallon and a half of water to fill my empty coolant reservoir. Looking under the car we noticed the engine shield hanging loose with obvious scrapes from hitting the road on the leading edge. It was temporarily wired back up and no water was visible leaking out on the ground. The following day I returned to Gosch Ford and they took responsibility for leaving the engine shield loose. A loaner car was supplied to me at no cost until 12/16/22 when it was returned. I was told to leave my car for a pressure test on the radiator. It was concluded by my service agent that there was a leak on the left side of the radiator seam. My 12/08/22 service paperwork indicates that my fluids, including the coolant recovery reservoir, was OK. My concern is that within 3 days and less than 175 miles after my service, I have an engine overheating as well as an engine shield that was hanging down. My bill for that service amounted to $1,695.33 to replace the radiator. I feel I should be refunded the full amount. I have spoken to the service manager twice with no results. Gosch claims that it was a coincidence that the radiator failed after their service 3 days prior. The purpose of the engine shield is to protect the engine and radiator from road hazards. Gosch admits responsibility for leaving the shield loose and on the invoice of 12/16/22 covered 3 screws and spring washers (total of $8.49) under warranty. The engine shield has obvious damage from scraping the roadway and it was acting as a scoop, not a shield. This would explain the noise that was heard shortly before the car overheated and is the most likely cause of the radiator failure.

  Business Response

  Date: 01/23/2023

  We have spoken to the customer and have offered reimbursement for the labor paid for the repairs. Customer requested a call back tomorrow 1/24/23 at 1:00 pm to let us know of her decision. Thank you. 

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally purchased the car in May 2021. The wiper fluid pump started acting up shortly after and I took it to the dealership in early November 2021 to get it fixed. I paid for the repair and rental car. They replaced the pump and spray nozzles. It worked for about 5 months and started doing the exact same thing as before. I took it back to ***** to have it looked at and fixed under their warranty on the repair. The service person who assisted me is ****** *******. After the service department looked at the pump he called me over to the service counter. At that point without asking me anything he loudly (the service area was full of people) said “you put straight Windex in there, we’re not fixing it under warranty” Not only was he loud, he was laughing at me. I absolutely did not put Windex in my washer fluid reservoir. The only thing that has been in there was the washer fluid they put in when they fixed it. It started malf with that in it. The car had 1 oil change in early ‘22 but conf they didn’t add anything as it was not needed at the time. I did add some RainX washer fluid just prior to appt but that was only after it started malf. and I needed to get something in it until I got an appointment. So then he said I did that wrong and I should have diluted it. I showed home the label that says not to dilute with water. Again he just repeated loudly that I put “straight Windex” in there and he was noting that in my car’s information. I did not! I just wanted them to honor their work. I’ve contacted the company that manufactures RainX and they’ve never heard of such a thing. They have zero complaints to this regard. So again if the only products that were in there was the fluid Ford put in (which is when it started failing) and RainX, why am I being accused like this? I did nothing to “void the warranty” as Mr. ******* stated. He humiliated me in front of a room full of people, accused me of doing something I did not do and refused to honor their sv warranty

  Business Response

  Date: 11/10/2022

  Thank you for contacting Gosch Ford Temecula. We are always concerned when one of our products or services has caused some unexpected inconvenience or expense.

  After reviewing the complaint and in the interest of customer satisfaction, we are refunding the rental car expense and supplying a new wiper pump as requested.