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Bought a Inventory Vehicle, it was driven prior to delivery and damaged in the process...HELP!

Discussion in 'Model S: Ordering, Production, Delivery' started by thatguy802, May 5, 2017.

  1. thatguy802

    thatguy802 Member

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    Hi All,

    Looking for some advice as to what to do with the following situation:



    We purchased a p60 showroom Tesla, putting down a $2500 dollar deposit down on a vehicle with 734 mi on the odometer. The car is promised to be in brand new condition, and is coming from Tyson’s Corner, MD to Springfield, NJ local delivery center (APPROXIMATELY 200 MILES). 1000$ charge for truck delivery is part of the estimate OR BILL?.



    Between the 24th and 31st we are told suddenly that our car will be available for pickup a week earlier than expected. My wife and I are excited to pick up the new car and we both take the day off to sign the paperwork, pickup the car, and drop it to get the paint wrapped. The day of we are told to come in at noon; when we get there, evidently there has been a delay with the delivery of the car, due to the weather (heavy rain for a few days), and it won't be ready at noon as communicated. However, we take care of the required paperwork and are told we’ll have to come back again for pick up later in the day.



    We return at 7 pm to the service center to get the car, after close, when it is finally ready. There is limited natural light outside and it is rainy and dark now; inside, it is not well lit in the pickup area. The car looks beautiful. We are informed that the car has a tear in the driver’s seat. The service center says it is not a big deal and we should take the car and “have fun.” They immediately put in the order to get a replacement seat. The car is staged in a showroom with limited light...I have pictures. The orientation of the car is driver’s side against the wall, angled so the driver’s side rear door and bumper are closest to the wall, whereas the passenger side has plenty of room. We are given a thorough new car orientation until about 8:30pm and proceed to drive the car straight home (max 8 miles away). Plans to go out are scrapped because of heavy rain.



    The next morning, we wake to bright sunlight and go out to check out our new car. We have moved our appointment for the paint wrap to the next day because of the car delivery timings the day prior. Prior to taking it for the wrap, we stop to admire and give our new toy a look over. While doing so, we notice 3 deep scratches on the rear driver’s side bumper close to the wheel well, which we did not see the night before and could not possibly be responsible for. We call the service center several times with no response. Then we email our DS and Sales rep with pictures, and immediately drive over. The service center people are there, despite not answering any of our calls/emails; they immediately offer to take care of it once it is shown to them with no other specifics than for us to take the car and “enjoy” and they’ll take care of it.



    We notice the mileage is different from the original noted at time of purchase, after the car activates....

    Day of down payment - 734mi

    Pro Forma Agreement ODO Mileage printed on 3/31 – 932mi (We drove only 25 miles i.e. home, to, and back home from the service center)

    Retail Installment Contract Mileage printed on 3/31 - 1129mi

    WTH?????



    April 2nd - 6th We try to reach our DS and Sales rep following up on the scratches and what action will be taken with no response.



    April 7th - We get a call from the Service Center Associate manager saying they will fix the paint via a local certified shop in Summit. When we take the car there to get an estimate and timeframe, the first available date is May 8th! That is when the paint will get fixed on the bumper, following which will be a 4 week timeframe for the paint to cure before we can wrap the back as planned.

    April 13th – we get half our car wrapped and have to wait on the rest till the bumper paint is fixed. Our wrap guy tells us that the local certified repair shop of Tesla’s is good but takes forever and there is an alternative shop near him which can fix the paint and drop it directly off to him instead of us waiting till May 8th and dropping the car all the way back to him.



    April 15th - My wife calls the local Tesla service center to discuss alternative repair centers, even if not certifiable by Tesla. The agent says he has texted the manager and we request a call once the manager gets back from vacation early the following week.



    April 19th - our DS emails us to request my wife’s license information for the first time. She is on back to back business trips several states away. It is not clear why the license was not mentioned nor requested while in person doing the paperwork on 3/31. Only after she mentions that she will call and leave the info in VM does the DS say they need license pictures uploaded to my tesla (no context…)



    April 25th – We get the picture uploaded, and out DS promises that our permanent plates will be sent to us prior to the temps expiring on the 29th. We have paid a 451$ fee for registration, transfer, titling. Only then, over a week later, do we even get a basic acknowledgement on the alternative repair question, and a sloppy answer that “Service” will need to get involved...no name, phone number, or other information provided for us to even understand what that means.


    To-date, in fact, no one seems to provide a direct line to get in touch – only a general main line where one can ask for different people and generally only leave messages which are unanswered for a week at a time.

    ?

    April 29th – Guess what? No plates are received, and temps expire...and no updates provided.



    May 1st – car is still sitting in the garage, half wrapped because I’m forced to wait till May 8th for the bumper paint to be done and I have no permanent plates. I call Tesla customer service (1-800) and tell them the story. The specialist is very responsive, takes notes, and promises to elevate to the Regional Sales Manager and have outreach within 48 hours. I mention specifically my preference not to speak to the local service center.



    May 3rd – we get a call from our trusty local service center asking to speak about our “perspective”. During this call, it is mentioned that extra mileage is “business operations” and that it’s not a problem because there is no engine wear and tear. Tesla has a vision and is on the upswing of improvement and customer experience is important. They insinuate that they did not scratch the car and are doing us a favor. 1 year servicing is offered on top of the repair to the paint fix and the seat replacement they owe us to provide the car in new condition as documented during the sale. When we respond that we are not satisfied and that we think we should get the 2K$ upgrade to the 75d, it is mentioned that they will think about something “creative” and come back to us within 24 hours.



    May 4th - We still don't have our permanent plates, nor an update. The manager calls back offering the 1 year servicing, the same repair and a loaner during the repair. He admits that our car was driven from Tyson’s Corner to NJ (226 miles). Why have they kept our 1000$ for truck delivery when the service was never rendered and it was never disclosed that this substitution was made? Isn’t that perjury on top of a contractual lapse given it was part of the terms of payment and delivery of the product purchased?

    And the total mileage differential on the car is much higher than the distance to Tyson’s corner (Total mileage is ~400 miles); in fact, the mileage differential is almost x2 that distance.



    Next, the 1 year value based on the 3 year servicing appears to be $1600/3, or 535$. As far as I’m concerned, we haven’t even broken even on our delivery fee.



    Next, adding the loaner….given we agreed to purchase a car in new condition and the car COMING OFF THE LOT immediately needs servicing to repaint the bumper and repair the seat, isn’t that basic courtesy for 4 days wasted between me and my wife on going to and from the service center, calls, emails, going to the local certified repair shop, etc.



    Last but not least, they’ve interrupted our plans for the paint wrap. We’ve been forced into 2 staging the wrap, into 2 sessions 2 months apart. Otherwise, our car is sitting in the garage because we wanted it wrapped before use to avoid wear and tear on the paint. So 2 months of insurance at 300/month = 600$



    We've been lied to about the mileage, our "new" $85k car has multiple points of damage already when brand new, and the Service Center manager is trying to sweep these issues under the rug by minimizing the issues and offering us cheap and basic concessions which don’t even break even.



    We’ve spent another almost 7K on the in home charger install and required electrical work as well as the paint wrap. I do like the car, but hate the service – both the center near us and Tesla overall customer service only slightly less. I am disgusted at the idea of speaking or dealing with these people again, frankly. For this price point, there are many other nice cars. What bothers me most is the careless, unapologetic attitude, the lies and the arrogance. How can Tesla say they don’t negotiate because of their superior product and then refuse RESPONSIBILITY to make amends where they have not delivered as promised?



    Please if you have any advice or know someone I could reach out to, let me know...any and all suggestions are welcome.
     
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  2. thatguy802

    thatguy802 Member

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    Meant to say 60D not p60....
     
  3. azred

    azred Member

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    #3 azred, May 5, 2017
    Last edited: May 5, 2017
    If it takes that many words to describe your problem, coming to an Internet board is not the solution. Communicating with Tesla is and anyone who can afford this car is surely capable of doing that. There certainly are people who post here who believe Tesla is corrupt to its core and they may egg you on. But calm discussion with Tesla will get you much further at this point. Lots of us had delivery issues and got them resolved. You will too unless you think fighting is a better idea.
     
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  4. MS16

    MS16 Member

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    You're experiencing the type of Tesla service I've come to know and expect through my own Tesla experience.

    Unfortunately, Tesla's business model provides them with all the power. They demand a non-refundable deposit for things they promise on a car you don't see. When those promises don't come to pass, they shrug their shoulders and enforce the non-refundable deposit clause.

    Since the Tesla 'dealer' is also the manufacturer, you don't have recourse like you would with a normal manufacturer who could step in if an independent dealer did something wrong or sketchy.

    You're doing the right thing by documenting everything.

    Very sorry to hear you new car experience has to be ruined by all this.
     
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  5. thatguy802

    thatguy802 Member

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    @azred thanks for your comments, I agree it is a long post, but I feel posting anything less would not be able to convey my full experience. I am in touch with our service center manager, we are not getting to a satisfactory meeting point on the issues I've faced.

    @MS16 thank you as well for your response. In my opinion Tesla is doing a massive disservice to itself by not appropriately handling situations like ours.
     
  6. oktane

    oktane Active Member

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    Love it, $1000 delivery charge to have someone drive YOUR car 226 miles!
     
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  7. ecarfan

    ecarfan Well-Known Member

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    You purchased an inventory Tesla that was used as a demonstration model. That means it was used for test rides/drives for prospective customers, and it was used for that purpose after you put down your deposit and before you picked it up. That is normal. When you put down your deposit it is normal for Tesla to continue to use the car for test drives. You haven't paid for it yet.

    You were not buying a "new" car, you were buying an inventory car that was used as a demo for test drives.

    I'm sure Tesla will fix the scratches. I would not assume that Tesla was trying to hide them from you.
     
  8. MikeBur

    MikeBur ManualPilot

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    @thatguy802 a saddening first post, though Welcome! nonetheless.

    The Tesla service experience I've had is exemplar and I am confident you'll get to resolution, and completely agree that your account appears to be way below any expectations for timely communication during this honeymoon period

    Tesla, particularly @JonMc, have been known to intercede and help issues raised on this forum. Your well-documented experience is likely enough to get you being contacted directly.

    Good luck, Mike
     
  9. whttiger25

    whttiger25 Member

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    Have you thought of going above the heads of your local service center? What about Pali Alto, have you tried corporate? It doesn't seem like your local service center manager is worth wasting any more time on...I think you could make a case for the $1000 refund for the delivery if in was the case it was driven and not shipped.
     
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  10. cbdream99

    cbdream99 Member

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    Probably they have a need to carry someone or something in between ...

    Tesla operates similar to any other electronic service center, it's focusing on the spot problem. So overall QC is lacking, e.g. within 2 weeks of brand new delivery, I spent more time in loaner than my car. Headlight doesn't light up, software updated and it's lighting up but DRL is disabled; defects in windshield before delivery, put a new one but leaks air above 45, sealed but leaks in higher speed ; car cleaned but temp plate installed backward... It's like endless back and forth..

    I have owned more than dozens car with various brands and dealers, but Tesla is the only company that almost exclusively has to deal issues over 800 numbers, emails or voicemail, live person is a rarity.
     
  11. AmpedRealtor

    AmpedRealtor Banned

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    I don't understand how people are saying they don't have a live person to deal with. I can reach my local service manager with a single phone call directly to the service center. I even had the previous service manager's cell number and could reach him at any time. I have the email address of the regional manager, as well as his contact information if I ever needed to escalate. I also have the contact information for the VP of Worldwide Sales & Service if I ever need to go to that level, and have already had a nice email exchange with him that was unrelated to my car.

    You're as helpless as you want to be, I guess.
     
  12. cbdream99

    cbdream99 Member

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    May be you're in the SC that is serving better, lucky you, but I am not in your region and of course companies I deal with before the information, business card and courtesy call back is readily available and I don't have to push and reach out for it. I am not the only one that is facing this kind of service... YMMV
     
  13. Tampaukfan

    Tampaukfan Member

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    Its possible your "inventory" Model S was a MALL car. When you see an inventory with a large discount with no or super low miles then its a Mall car. Those cars get beat to holy heck, kids climbing all over them and people leaning on them etc..
    Hard to complain since you saving big money..
     
  14. thatguy802

    thatguy802 Member

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    First off I want to just thank everyone for their responses, I don't feel as isolated anymore.

    @Tampaukfan - we saved 4k vs a new Model S hardly saving big money.

    This scratched and damaged car ran me 85k.... good to know Tesla doesn't value repeat customers. I am starting to lean towards this being my First and LAST Tesla... And this is before I even drove the car for any period of time.

    @cbdream99 - I hope your issues get resolved... I don't even know what to say.

    @whttiger25- looks like I will have to go past the local service center. I distinctly get the feeling that the manager's hands are tied on this one and from his viewpoint he probably had to hit his metrics (for vehicle delivery) hence why he chose to have the car driven up here... still doesn't matter to me, the cars damaged and has inconvenienced me a ton.

    @MikeBur - thank you for the welcoming, I wish it was on better terms. I'm going to reach out to @JonMc to get his thoughts thank you!

    @ecarfan - I understand that it was only a $2500 deposit and that it was an inventory vehicle. I could forgive 50-100 extra miles over 7 days.... but 400.... something went wrong there.
     
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  15. ecarfan

    ecarfan Well-Known Member

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    I don't think anything "went wrong". You bought a demo car. Demo cars are for test drives. They get driven. A few hundred miles on the odometer means nothing.
     
  16. JonMc

    JonMc Jon McNeill - Tesla President of Sales and Service

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    Hi Mehul -- the poster below you offered wise counsel -- just contact us directly, we're committed to helping you resolve any issue. Please send me your VIN so that we can identify the car and get the right team focused on it.

    Thanks,

    Jon
     
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  17. thatguy802

    thatguy802 Member

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    Thanks Jon, i've sent it over.
     
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  18. thatguy802

    thatguy802 Member

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    @JonMc, I look forward to your thoughts. Thank you and thanks to All here for providing your views and advice.

    I want to be clear that, since I've bought the car, I've been in outreach mode constantly with my local customer center, via email and phone. I've driven over directly to speak with my local Tesla service center more than a few times when there hasn't been a timely enough response. I've tried to be accommodating, understanding stuff happens (small mileage differences, minor delays, etc.). I also want to be clear that I built a custom car and was planning on proceeding with that; I was assured this was no different but for the mileage listed and it would be delivered in otherwise brand new condition.

    Last Monday, with insufficient response after 4 weeks of ownership and issues piling up rather than getting resolved, I finally called Tesla customer support to seek additional help. And then I came on this forum. So this is not a angry tirade with no rational course of action or thought prior; this is an outreach to a community to seek counsel regarding what can be done next after exhausting current options.

    Also, after calling Tesla customer support last Monday, my case was elevated to the regional sales manager, who apparently pushed it back to my local Tesla service center. Because they did contact me soon after and we spoke (latter last week). A small reconciliatory offer made, although I am not satisfied with the accountability taken for the various issues.

    @JonMc, I hope that you will be able to help/advise in a meaningful manner. Happy to discuss. Thanks again.
     
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  19. MS16

    MS16 Member

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    Good luck with your dealings.

    Buying a new car and working with a company shouldn't be this difficult or take this long to be resolved in my opinion.
     
  20. thatguy802

    thatguy802 Member

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    @JonMc, we provided you with our VIN number on May 7th. Will you be getting back us on this? Please let us know by the end of this week. Thank you.
     
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