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.
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.
