Can You Believe This......Big Problems With No Help, Attorney Time!!!

[A2Sirbill]

WOW, I can't believe I'm having to write this. This is the most unbelievable thing I have ever been through. I ordered a P100D model S, inventory car with under 100 miles on it. I live in the Chicago area and the car came from Atlanta. I was told by our sales person that we would get a $10,200 discount due to the car having some miles on the car along with the car being used on the showroom floor in Atlanta. Our sales person told us he called the Atlanta location to ensure there was nothing wrong with the car. Called me back and said nothing was wrong with the car. We were told we had to order the car by 12/12/16 because it was an out of region car and to ensure it would be delivered by the end of 2016, so we could get unlimited supercharging. Placed the order and setup delivery for 12/30. While on the train heading to Chicago to take delivery of our car we received a text for our sales person saying that the detailing people had found a scratch in the rear bumper. The scratch is 3" long running side to side. I asked if it could be buffed out. The answer I received was no, through the paint. That they would touch it up and take care of it. I came to find out it actually was a scratch along with a crease in the bumper cover. We were told by the sales peroson to make an appt with service and they would take care of it. We dropped off the car last Friday to service. We didn't hear anything so I called yesterday. We were told that they have a quote for us to fix the bumper. I said what do you mean a quote for us. They said you will have to pay for this. I couldn't believe what I was hearing. I told the manager that we were told the car was in perfect condition, no problems at all. In fact, the sales person texted me that he "found us a brand new car" No mention about the scratch until we received the text the morning of delivery. I told him it was their responsibility to cover this. Atlanta should have told them it had a scratch. The manager went on to say it might not have been scratched in Atlanta. Maybe it had been scratched in delivery. I couldn't believe what I was hearing. I said so, if something happens during delivery it is the customers fault and they should have to pay for damage? We went on to ask him what if the front windshield was cracked or crushed during delivery? Would we still be responsible.....He had the nerve to say they would have to look at it and determine if it was the customers cost to pay for the damage. I flipped out..I said you can't be serious, you would have to look at damage during delivery and figure out if you would be charging the customer? OMG.

I have asked for a regional managers name but have not had any luck. I also contacted another location nearby and asked if they could help me. They asked me to put the details in an email and send it to them. All they did was send it back to the store I am having trouble with. When I asked for contact info for a regional sales manager I was told they couldn't help me. They could give me corporate but that wasn't going to get me very far. That didn't make me feel to great.

So, I figured I would bounce this off of the people on this board to get your input. If they think I am going to pay for this they are sorely mistaken. I paid $150,000 for this car and was told it was in perfect shape. So much for making this right. They (are looking

Sincerely,

One Pissed Customer

 

[clyjr]

If they told you that you had to get it by the end of 2016 for the unlimited supercharging they lied. You shouldn't have taken delivery without something in writing saying that they would take care of the scratch/crease.

I was once burned by a dealer saying they would "fix" a couple scratches and went ahead and bought the car. Took it back to get them to fix the scratches and they just put cheap non color matching touch up paint, not much I could do at that point though and it wasn't a highly noticeable scratch so I just left it.

Back to your issue, did you get anything in writing or email that they would absolutely fix the scratch after delivery? If not you might be a little SOL. You should contact the Atlanta sales staff and see if they can help. Also, if you make a big enough stink to corporate it will make a difference.
good luck

 

[luckyj]

So, does taking delivery of inventory differ from taking delivery of a custom order? There's a spot on the final docs for that kind of stuff. I took delivery of a custom order P100D last month, and noticed two dents on the roof. I didn't sign the docs until that was written in to be repaired. Because it says that's the only additional issues that will be addressed free of charge. Otherwise, it says, work will only be done in accordance with the warranty.

 

[Ohm it]

That blows....

I would be pissed

Always note anything they tell you that will be done later on the "due bill"

Hopefully you had emails or txt of that damage before delivery, if so I'm sure it will get taken care of but what a pain in the ass.,

 

[oktane]

Yes this is how Tesla routinely does business. I have heard many stories of people picking up "new" inventory cars with a showroom/Q4 discount, only to find out at delivery that there are serious cosmetic issues. They refuse to fix any of the issues, and change their story later during pickup saying "the scratch is why you're getting a discount."

At that point you have invested a lot financially and psychologically, and 99% of the time the customer ends up taking the car. They lie about the AP (non-functional in January 2017), they lie about the supercharger network (throttling and lack of full-speed charging at many locations), they lie about car performance (electronically limit the performance of your car after a certain number of WOT accelerations), it is no surprise that they lie about the condition of their cars. They will say anything in order to entice a sale.

Since they are a niche company with financially well-off individuals they are getting away with it. This practice will absolutely destroy them if they act this way with Model 3 customers who care much more about their hard-earned money.

For me, it is not about money (I have plenty) it's about the principal of purposefully lying to customers. I take this as a personal insult.

 

[andrewket]

Please tell me you put the damage and the repair in the due bill....

A

 

[somnambule]

Interesting. This is diametrically opposed to my experience.

I noticed a small cosmetic issue on my Model S after I took the car home (this was middle of last year). I was busy with some travel etc. at the time and never got around to mentioning it to anyone at Tesla. Four months later, while I was at the service center for an unrelated issue, I mentioned the cosmetic issue from delivery. I honestly wasn't expecting them to do anything about it as the car had been in my possession for four months by that point, but the SC took care of it with no questions and no charge. I don't know if this is variation from SC to SC or if they treat custom orders that differently from inventory cars.

 

[Footer]

WOW, I can't believe I'm having to write this. This is the most unbelievable thing I have ever been through. I ordered a P100D model S, inventory car with under 100 miles on it. I live in the Chicago area and the car came from Atlanta. I was told by our sales person that we would get a $10,200 discount due to the car having some miles on the car along with the car being used on the showroom floor in Atlanta. Our sales person told us he called the Atlanta location to ensure there was nothing wrong with the car. Called me back and said nothing was wrong with the car. We were told we had to order the car by 12/12/16 because it was an out of region car and to ensure it would be delivered by the end of 2016, so we could get unlimited supercharging. Placed the order and setup delivery for 12/30. While on the train heading to Chicago to take delivery of our car we received a text for our sales person saying that the detailing people had found a scratch in the rear bumper. The scratch is 3" long running side to side. I asked if it could be buffed out. The answer I received was no, through the paint. That they would touch it up and take care of it. I came to find out it actually was a scratch along with a crease in the bumper cover. We were told by the sales peroson to make an appt with service and they would take care of it. We dropped off the car last Friday to service. We didn't hear anything so I called yesterday. We were told that they have a quote for us to fix the bumper. I said what do you mean a quote for us. They said you will have to pay for this. I couldn't believe what I was hearing. I told the manager that we were told the car was in perfect condition, no problems at all. In fact, the sales person texted me that he "found us a brand new car" No mention about the scratch until we received the text the morning of delivery. I told him it was their responsibility to cover this. Atlanta should have told them it had a scratch. The manager went on to say it might not have been scratched in Atlanta. Maybe it had been scratched in delivery. I couldn't believe what I was hearing. I said so, if something happens during delivery it is the customers fault and they should have to pay for damage? We went on to ask him what if the front windshield was cracked or crushed during delivery? Would we still be responsible.....He had the nerve to say they would have to look at it and determine if it was the customers cost to pay for the damage. I flipped out..I said you can't be serious, you would have to look at damage during delivery and figure out if you would be charging the customer? OMG.

I have asked for a regional managers name but have not had any luck. I also contacted another location nearby and asked if they could help me. They asked me to put the details in an email and send it to them. All they did was send it back to the store I am having trouble with. When I asked for contact info for a regional sales manager I was told they couldn't help me. They could give me corporate but that wasn't going to get me very far. That didn't make me feel to great.

So, I figured I would bounce this off of the people on this board to get your input. If they think I am going to pay for this they are sorely mistaken. I paid $150,000 for this car and was told it was in perfect shape. So much for making this right. They (are looking

Sincerely,

One Pissed Customer

Sounds like an anomaly. Lots of cars have been in way worse shape than yours and Tesla has bent over backwards to fix them. I have worked with the Highland Park people and they have been very good. I bought an inventory car and the door trim doesn't line up. They are sending a Ranger to my house to fix it. There is a Tesla executive in California who has been very responsive to problems. Don't recall his contact into. I think @theslimshadyist knows his email.

 

[Zythryn]

Interesting. This is diametrically opposed to my experience.

I noticed a small cosmetic issue on my Model S after I took the car home (this was middle of last year). I was busy with some travel etc. at the time and never got around to mentioning it to anyone at Tesla. Four months later, while I was at the service center for an unrelated issue, I mentioned the cosmetic issue from delivery. I honestly wasn't expecting them to do anything about it as the car had been in my possession for four months by that point, but the SC took care of it with no questions and no charge. I don't know if this is variation from SC to SC or if they treat custom orders that differently from inventory cars.

My experience is much closer to yours as well.

To the OP, contact corporate. Have as much information as possible, including names, and any written documentation.
Also, ask corporate for the regional manager, and let them know the store manager refused to tell you who the regional manager is.

I'm very sorry you went through this. In my experience, and those I know, this is not the way Tesla does business.

 

[Vitold]

"The answer I received was no, through the paint. That they would touch it up and take care of it. I came to find out it actually was a scratch along with a crease in the bumper cover. We were told by the sales peroson to make an appt with service and they would take care of it. We dropped off the car last Friday to service. "

Since you knew about it from the get go - did you make a note of it during delivery?

In any case did you talk to your sales person - I think that he should back you up and clarify with the service center for you.

 

[Dborn]

That is totally contrary to my experience here in Sydney Australia. I had a scuff on the rear quarter panel, my fault. I happened to mention it to the service manager when I went to pick up some touch up paint. He immediately took the car into the workshop where it was buffed out without charge.

This is definitely a job for corporate. If you can't get a name from this board, I would phone Paulo Alto and ask for the president of sales.

 

[CHG-ON]

Sorry. But I would not buy a car that expensive unseen.

Period.

 

[Canuck]

I have heard many stories of people picking up "new" inventory cars with a showroom/Q4 discount, only to find out at delivery that there are serious cosmetic issues. They refuse to fix any of the issues, and change their story later during pickup saying "the scratch is why you're getting a discount."

Funny that you post this about "stories" you've "heard" then the next people who chime in all say the exact opposite from first hand experience.

For me, it is not about money (I have plenty)

Then you wrongly make the assertion that people like you who have "plenty" of money don't care about being ripped off. What world do you live in? The "(I have plenty)" part is the ultimate in cringe worthy.

To the OP, you need to escalate your complaint as high as you can. I believe Tesla will make it right. Please keep us posted.

 

[kevincwelch]

Contrary to my experiences as well. Been dealing with Chicago service center for over 4 years. Never had a single issue related to integrity. I suspect there's more to this story, but I believe the Chicago center will make everything agreeable to all parties.

 

[Codemonkey]

This is not cool.

We took delivery of a 75D inventory car last quarter and had a similar situation but with a positive outcome.

Our delivery specialist called just before we were about to pick up the car to inform us about a scratch/dent on the back. We got the option to postpone delivery or get it fixed a couple of weeks later.

Tesla took care of it all on their dime (rightfully). This was the tyco road service center near DC.

 

[xsi123]

...We dropped off the car last Friday to service. We didn't hear anything so I called yesterday. We were told that they have a quote for us to fix the bumper. I said what do you mean a quote for us. They said you will have to pay for this. I couldn't believe what I was hearing...

Obviously besides the point but just curious, how much was the quote?

 

[Electroman]

Isn't Inventory cars (and CPO) for the most part is what you see is what you get?

You could have refused delivery or added it to due bill, but I guess you ran the risk of losing a great deal with $10.5k discount on a car with 100 miles.

 

[ZeroDarkSilver]

When I took delivery, between the excitement and it was a little dark in the delivery bay, I didn't notice a dent in the driver side door. Noticed it as soon as I got home that day, but then got busy and didn't have a chance to follow up for almost two weeks.

Since I hadn't noted it on my due bill, and my car had been out in the wild for two weeks, I didn't really expect them to give me the benefit of the doubt.

Nevertheless, when I brought it into the Service Center they didn't flinch, and said no problem they'd take care of it. It was even in an awkward location and they had to call in an outside dent repair guy, but Tesla covered it. Service Tech also noticed my door was catching a little when shutting (I never noticed this) and made an adjustment to get it sorted out. This was all on top of a headlight assembly replacement because some of the LEDs had died shortly after delivery (one of the first cars post-refresh). Was in and out in a day, and got my car back detailed and looking great. I felt well taken care of.

Sorry to hear your troubles. I once had a car trucked from another distant dealer to mine (pre-Tesla), and believe me I went ever every inch of that car before accepting anything.

 

[Footer]

@A2Sirbill, below is the link from @theslimshadyist, a fellow named Ganesh. Please contact him to resolve your problem. Frankly, your whole experience is just odd, starting with the need to have the car delivered by the 31st for free SC.

https://www.linkedin.com/in/ganesh-srivats-b05614

And check out what @GTIceman went through. Yet in the end they fixed his car up great.

The Saga Continues

 

[bakchod87]

they lie about the supercharger network (throttling and lack of full-speed charging at many locations), they lie about car performance (electronically limit the performance of your car after a certain number of WOT accelerations)

Throttling of superchargers?? @oktane can you provide more info on this? I have never heard of this before? How and which location do they throttle supercharging?
And how do they limit the car performance? Do they limit this only for Performance versions or for all battery sizes? And I am a newbie - what is a WOT acceleration?