Lake Elsinore Ford

Kim Hawkins is a true asset and professional Service Advisor at Elsinore Ford! Mrs. Hawkins listened to my concerns with my daughter’s car and keep me informed and updated with phone calls regarding th Advisor at Elsinore Ford! Mrs. Hawkins listened to my concerns with my daughter’s car and keep me informed and updated with phone calls regarding the repairs each step of the way. This was the polar opposite of the experience I encountered with another Ford dealership in the Temecula Valley. In addition, Kim was empathetic and showed true compassion when I explained the mishaps I encountered with the other local Ford dealership’s service department. The service I received from Mrs. Hawkins is more than a positive reflection on Elsinore Ford’s dealership, it is a positive reflection the Ford Motor Company. Thank you again. Sincerely, Brian—Murrieta, CA More

The sales representative and his manager were super nice. At no time I felt stressed. I would definitely go back and purchase my future vehicles with them At no time I felt stressed. I would definitely go back and purchase my future vehicles with them More

Very Poor Customer Service I went into this Ford Facility for my usual Service on Saturday. I usually get my oil changes done for $59.99. I was surprised when my bill came up to I went into this Ford Facility for my usual Service on Saturday. I usually get my oil changes done for $59.99. I was surprised when my bill came up to $75 so i asked one of the Reps by the name of Robert Hernandez why it was higher and he told me it was because prices always go up every year. I found it a bit odd, and when looking at my receipt, it said that they also included tire rotation. I decided to look at my old receipt and noticed that it was i did pay 59.99 regularly and they charged me extra for the tyre rotation. I called back and spoke to a gentleman by the name of Scott, and asked him what the regular charge for an oil change was and he confirmed it was indeed $59.99 and that what i was charged included tyre rotation. I asked him why i got charged that and he said he didn't know. I asked him to connect me to a manager to explain this to me. He asked me to hold, which i did and was surprised to hear the voice of Robert Hernandez. I asked him if he was the manager and he said he was not. I asked for a manager, and he blew me off saying he could answer any questions. At this point, he'd only introduced himself as Robert. I asked him for his 2nd name and he said he didn't have any. I asked him why i was charge higher and he said that they uses a special oil this time and that Scott was confused and didn't know what he was saying. At this point i asked for a manager again, and he rudely said that he doesn't have a manager. I asked him for his last name he said Hernandez, i asked why he never told me that the first time and he laughed saying he thought i was asking for a 2nd name and was looking for an alias or something. I thanked him for the name and called back the receptionist to ask for the service manager. I was given the name Alex Moore and asked to call back on Monday when he was in. I called on Monday and left a message. He called me back at about 10:30. You could tell he'd clearly had conversations with his staff, and continued with the story that i had been given a special oil and that was the reason for the extra charge. I explained to him the runaround his staff had given me and his responses were far from stellar. I'm extremely disappointed with the service i received at this location and needless to say will never be returning here. The staff is very rude and do not know how to handle escalations and need adequate training to provide better services. More

Friendly staff, clean facility Purchased a 2020 Ranger on June 20th. Salesmen Ron Watts and Leo Wiltz were patient and friendly throughout the process. Parts and service departments Purchased a 2020 Ranger on June 20th. Salesmen Ron Watts and Leo Wiltz were patient and friendly throughout the process. Parts and service departments followed up with detailing my truck as well as prompt ordering of accessories I wanted. A great bunch that I look forward to dealing with in the future! More

Facts on this Dealership Reference: Lake Elsinore Ford 31500 Auto Center Dr, Lake Elsinore, CA 92530 Service Department Purchase: 2020 Ford Explorer XLT on December 21, 2019 Reference: Lake Elsinore Ford 31500 Auto Center Dr, Lake Elsinore, CA 92530 Service Department Purchase: 2020 Ford Explorer XLT on December 21, 2019 To whom it may concern, My name is Jerry Kron – I want you to know that I will be speaking with other individuals about this dealership on the lack of communication coming from the service department. My wife had an appointment Tuesday January 14, 2020 at 9:30am to drop her 2020 Explorer off at the service department and have it looked at for 3 issues; This is what she stated when she dropped it off at 9:30am - 1) The reddish oil dripping from the car (most likely the transmission), 2) The rear view mirror is distorted when flipped for antiglare, and 3) The 2nd row seats are hard to slide while getting into the 3rd row seats. Here are the actions / conversations that followed: Tuesday: After 9:30am drop off - Service department stated will look at it and get it fixed. It will be hard to test the mirror issue during the day. 2:00pm – Wife called and left message for an update. No phone call back. 3:00pm – Wife called and left message for an update. No phone call back. 4:15pm – Wife called and was told they didn’t know where the leak was coming from, it’s their top priority. She stated to check the mirror then, since you will be keeping the car overnight and that the service department would call her in the morning on the status. She also stated that there is very poor communication at their dealership. Wednesday: 11:00am – No phone call back. Wife calls me since she is not getting any answers and being upset. 1:30pm – I called Brian and he tells me that they just found the leak and it wasn’t coming from the engine, but the transmission; So he is getting his transmission guy to look at it right now and will call me back in 15 minutes. *Questions - First of all my wife told them to look at the transmission as the oil was reddish, and second, it took them over 24hrs to find the leak that leaked every time we drove it? No proof, but I would guess they didn’t even look at the vehicle until the next day. I would love to see the labor hours put into the vehicle from this department. 2:45pm – No phone call back, so I call Brian and he tells me his transmission guy is at lunch and will call me back in 15 minutes. I told him if I don’t pick up, (as I’m in meetings), please leave a message. 3:30pm – No phone call back. I called and left a message to call me back with the transmission info. 4:30pm – No phone call back. I called and left another message to call me back. 5:30pm – No phone call back. I called and talked to Brian and he stated he texted me a couple times – No text messages received, and then he stated that the leak was coming from a bad transmission cooler and that it would be ready in about 20 minutes and he would call us to pick up. I was firm telling Brian to call me back whether the car is ready or not. 6:30pm – No phone call back. Thursday: 7:45am – I called and left message – Brian, this is Jerry Kron – the lack of communication coming from you is frustrating. Let’s just say that if I ran my business like you do, I would be out of business. Every time we talked yesterday, you stated you would call me back in 15 to 20 minutes, and not once did I receive a call from you. Very frustrated at the way me and my wife have been treated as a non-significant customer. Hopefully we can get this resolved. 2:30pm – Still no phone call back after several attempts to contact them. More

Poor senior management. Read the fine print. They add hidden charges when purchasing vehicles. Their service department is unrealiable and disorganized. They never return cal Read the fine print. They add hidden charges when purchasing vehicles. Their service department is unrealiable and disorganized. They never return calls. I have been waiting for a "Ford recall part" to arrive and be installed for two years. I finally traded in the car. I could'nt get any information on having roof racks installed on my Flex. I have tried twice. This dealership is not even listed on the Ford website as a location of a Ford dealership in this valley. There are five other dealership listed when I enter my zip code, but not Lake Elsinore Ford which is about 3.5 miles from my house. When I entered the name on the Ford web site, I get a message that Lake Elsinore does not want to be linked to the national Ford website. I can say, they have a very nice waiting lobby when you do have work done on your vehicle. More

Easy in and easy out Another great experience for service here. If I had to find a fault it would be that I was not given the basis conditions of the car when they called Another great experience for service here. If I had to find a fault it would be that I was not given the basis conditions of the car when they called to tell me the car was done. I am used to being given that information, not having to ask. More

Service on our Ford Explorer We picked up our Explorer last week after having it serviced and it had a scratch on it that wasn't there when we dropped it off, but that's not the i We picked up our Explorer last week after having it serviced and it had a scratch on it that wasn't there when we dropped it off, but that's not the issue we're having with them. I have sent numerous emails to the service manager and director and to the general manager and i haven't heard back from anyone yet which is very, very concerning. Don't think we will be going back. More

Service repair on 2014Escape We had to take our 2014 Escape into the dealership for a transmission repair. Our service advisor was Nicol Hudnall. She went above and beyond what wa We had to take our 2014 Escape into the dealership for a transmission repair. Our service advisor was Nicol Hudnall. She went above and beyond what was required of her. She not only does a great job she is caring and thoughtful. My husband and I are both disabled and she took such good care of us. Our transmission service was great. Because we had a used car our warrenty only paid for a used transmission. Nicole was awesome during the whole experience. I was stressed out and she calmed me down. Everyone at the dealership was friendly and wonderful. We are now friends with Rich the shuttle driver. I would definitely recommend Lake Elsinore Ford for all your needs! More

Excellent First time with this service department and Nicole was very helpful and knowledgeable, went over my future needs and pricing and had my vehicle done b First time with this service department and Nicole was very helpful and knowledgeable, went over my future needs and pricing and had my vehicle done before the time requested. Very good experience More