- From Ottawa
- Currently own Model S P85 and Model 3
- Needed body repair work done to back bumper and quarter panel on drivers side of my Model S
When I called for the claim, RBC Insurance approved it to be fixed at Assured in Bells Corners (Ottawa)
They offered Valet service since my policy pays for this.
Body shop was busy and had to wait a complete month.
Car went in to the body shop 30 days later and I received a call after a few days saying that Tesla would not support the car to be fixed because they were not an “Authorized Tesla Repair shop”
The reason given was that they needed to do some body work near the tail light that houses the charge port and the car needed to be disconnected from the battery.
Made sense.
I was told this could take a while. While = 1 day to never
I called Tesla and asked if their local repair service ranger could stop by the body shop to do the disconnect. They said NO! Must be approved shop.
I called my Insurance adjuster and asked for an alternate solution. I was upset that Aviva Canada did not know that Tesla’s require this process and allowed a 30 day wait for me to find out. I let him know and he said it was not their fault.
These cars have been around in Ottawa for FIVE years!
Montreal ( 2 hours away) was the closest with a six week wait.
Next closest was another shop in Montreal that needed to see the car before submitting the paperwork to Aviva and then I had a 4 week wait.
I asked Aviva to transport the car to have this estimate done and they refused my request. I was told that Valet service was provided for local short distance service.
I asked my adjuster to email me a copy of the part of my policy that said this. No response. I emailed again and again… no response.
I called RBC Insurance (my broker) and asked them to escalate my claim to a higher and more responsive authority.
I was contacted by a “Customer Experience Specialist” at Aviva (Love these job titles) who said they escalated my concern and were looking at my claim.
I received an email from my adjuster who suddenly did a 180 turn and said that my car was scheduled to be picked up the next day by a flatbed tow truck and it would be sent to Toronto (four hours away) to be repaired immediately. Upon the completed repair, it would be towed back to my home fully paid by the insurance. Three days later it was in the shop being repaired. It took three days because Aviva sent the paperwork to the wrong body repair shop. Ughhhhhh!!!!!!
It is my opinion that regardless of everything else Tesla is doing and how hard working Tesla employees are, management has dropped the ball on this one. In the face of totally inadequate service they need to improvise and do what needs to be done. If a disconnect needs to be done then the Tesla ranger could have done this on day one. If it is parts then just ship the bloody part Fed Ex. There is no excuse.
Failing grade.
Hope no one else ever has to waste their time dealing with this type of thing.
- Currently own Model S P85 and Model 3
- Needed body repair work done to back bumper and quarter panel on drivers side of my Model S
When I called for the claim, RBC Insurance approved it to be fixed at Assured in Bells Corners (Ottawa)
They offered Valet service since my policy pays for this.
Body shop was busy and had to wait a complete month.
Car went in to the body shop 30 days later and I received a call after a few days saying that Tesla would not support the car to be fixed because they were not an “Authorized Tesla Repair shop”
The reason given was that they needed to do some body work near the tail light that houses the charge port and the car needed to be disconnected from the battery.
Made sense.
I was told this could take a while. While = 1 day to never
I called Tesla and asked if their local repair service ranger could stop by the body shop to do the disconnect. They said NO! Must be approved shop.
I called my Insurance adjuster and asked for an alternate solution. I was upset that Aviva Canada did not know that Tesla’s require this process and allowed a 30 day wait for me to find out. I let him know and he said it was not their fault.
These cars have been around in Ottawa for FIVE years!
Montreal ( 2 hours away) was the closest with a six week wait.
Next closest was another shop in Montreal that needed to see the car before submitting the paperwork to Aviva and then I had a 4 week wait.
I asked Aviva to transport the car to have this estimate done and they refused my request. I was told that Valet service was provided for local short distance service.
I asked my adjuster to email me a copy of the part of my policy that said this. No response. I emailed again and again… no response.
I called RBC Insurance (my broker) and asked them to escalate my claim to a higher and more responsive authority.
I was contacted by a “Customer Experience Specialist” at Aviva (Love these job titles) who said they escalated my concern and were looking at my claim.
I received an email from my adjuster who suddenly did a 180 turn and said that my car was scheduled to be picked up the next day by a flatbed tow truck and it would be sent to Toronto (four hours away) to be repaired immediately. Upon the completed repair, it would be towed back to my home fully paid by the insurance. Three days later it was in the shop being repaired. It took three days because Aviva sent the paperwork to the wrong body repair shop. Ughhhhhh!!!!!!
It is my opinion that regardless of everything else Tesla is doing and how hard working Tesla employees are, management has dropped the ball on this one. In the face of totally inadequate service they need to improvise and do what needs to be done. If a disconnect needs to be done then the Tesla ranger could have done this on day one. If it is parts then just ship the bloody part Fed Ex. There is no excuse.
Failing grade.
Hope no one else ever has to waste their time dealing with this type of thing.