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Delivery Experience

Mod3l 3

Member
Jan 27, 2018
51
7
Texas
My delivery experience has been horrible so far. My ISA has been unresponsive. Tesla’s trade in offer is $1500 below CarMax and they are refusing to match. I’ll sell directly but they’ve taken a week to communicate that and now I’ll have to get it reappraised.

I’ve asked multiple times for the delivery date and have had no response. The bank has already paid the majority(39K) early last week. I need delivery this week (a fact that was communicated multiple times) and no communication or clarity on the steps forward.

The payment amount on the website is also still incorrect despite contacting both Denzel Williams (ISA) and the [email protected] email. This in effect does not let me move forward with paying the balance because it says Tesla owes me ~$28K (loan amount was applied twice).

I even offered to pay the balance in full (quite literally take my money) while this trade in issue was sorted out so they could move forward with shipping the car (Texas) but again no response or resolution from the ISA.

This has been an extremely disappointing and needlessly time consuming experience so far. It’s going to be infuriating if I have to start paying for the car without even taking delivery. Is small claims an option if this happens?

Hopefully the rest of the process ends up going smoothly (no defects) and I can put this chapter behind me.

Does anyone have a contact I can escalate too? Or any suggestions on what to do?
 

jamnmon66

Member
Apr 10, 2018
572
416
Brighton, CO
Try calling the general sales number on their website: 888-51-TESLA. My experience was nowhere near as bad as yours but I did have some frustrations about my ISA becoming completely unresponsive in the middle of working out the financing with my credit union. I called that number and they were able to get everything resolved for me.

After that speedbump, I had a great delivery experience. Good luck with this. I know it's stressful. I'm confident that you'll love the car once you get it.
 

azred

Active Member
Apr 12, 2016
2,102
3,189
Chandler, AZ
My delivery experience has been horrible so far. My ISA has been unresponsive. Tesla’s trade in offer is $1500 below CarMax and they are refusing to match. I’ll sell directly but they’ve taken a week to communicate that and now I’ll have to get it reappraised.

I’ve asked multiple times for the delivery date and have had no response. The bank has already paid the majority(39K) early last week. I need delivery this week (a fact that was communicated multiple times) and no communication or clarity on the steps forward.

The payment amount on the website is also still incorrect despite contacting both Denzel Williams (ISA) and the [email protected] email. This in effect does not let me move forward with paying the balance because it says Tesla owes me ~$28K (loan amount was applied twice).

I even offered to pay the balance in full (quite literally take my money) while this trade in issue was sorted out so they could move forward with shipping the car (Texas) but again no response or resolution from the ISA.

This has been an extremely disappointing and needlessly time consuming experience so far. It’s going to be infuriating if I have to start paying for the car without even taking delivery. Is small claims an option if this happens?

Hopefully the rest of the process ends up going smoothly (no defects) and I can put this chapter behind me.

Does anyone have a contact I can escalate too? Or any suggestions on what to do?
Your experience at the not a car dealership makes me want to hug a real car dealer or at least drop in to a dealer’s showroom and eat some free donuts.
 
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Mod3l 3

Member
Jan 27, 2018
51
7
Texas
I’m going to try and call the helpline when they open tomorrow. Hopefully I get some movement.

Are the ISA’s based in Nevada? That’s the number mine has listed but to date he has never answered the phone. Communicating by email makes something that should be a 5 minute communication into a 2 day ordeal. I’d just like to get a hold of someone that can give me a straight answer so I can plan.
 

jamnmon66

Member
Apr 10, 2018
572
416
Brighton, CO
Are the ISA’s based in Nevada? That’s the number mine has listed but to date he has never answered the phone. Communicating by email makes something that should be a 5 minute communication into a 2 day ordeal. I’d just like to get a hold of someone that can give me a straight answer so I can plan.
Yes on Nevada.

I had the same opinion about the responsiveness. Calling changed things for the better.
 

Kelmn07

Member
May 7, 2018
175
70
New Hampshire
When I called the 51 and 79-TESLA number, all it did was route me to my local store which was completely useless with the advisor based in Nevada. I have no idea how to get a hold of the helpful folks on the other end of the line everyone references here.

My story is similar, check my post history. Paid in full 2.5 weeks ago and no delivery date in sight.
 

Kelmn07

Member
May 7, 2018
175
70
New Hampshire
I will say though, after calling those number and I started calling the different stores in the state I was told my vehicle is currently stopped at. They said they couldn’t help but miraculously I got a call from my advisor 10 minutes later saying I should be on the next local shipment, so it got the gears going and he knew that I called, so it all gets tracked somehow.

I’m not holding my breath for it. I’ll believe it when the truck is at my front door.
 
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Mod3l 3

Member
Jan 27, 2018
51
7
Texas
Wow a lot of people going through the same thing it seems. On one end I hate dealerships because of constant lying and blatant money grabbing atempts but on the other, Tesla really needs to step their game up if their model is to be sustainable.

No car after paying in full 2.5 weeks later is really unacceptable. Can you force them to give you a loaner?

Another thing I’m worried about is unacceptable damage on delivery. I fully intend on rejecting if that’s the case. But the whole time I’ll be paying interest on a loan I’ve basically given Tesla. Ridiculous situation and I hope they step up and make it right.
 

BOBEDIGITL

Member
Apr 8, 2016
368
192
Los Angeles
Look like I may have lucked out. I've been in constant contact with my ISA going back and forth with things and I always seem to get a response via emails. At the most it take an hour or two to respond. She even called me just to let me know things were going smoothly! I have a delivery date for 7/10 and I couldn't be happier with the process thus far.
 
I"m sorry to hear your experience (plus some of the others replying to this thread) was so terrible. I'm in California; my ISA is in Nevada. From the day she first called me that my vehicle was about to be shipped to Southern CA she stayed in constant contact with me via phone; e-mails, and texts. Her responsiveness was exceptional on answering any questions I had; getting paperwork in order; making sure my personalized plates could be transferred from my prior EV to my M3; and getting me the final paperwork I needed to give the credit union financing the vehicle. The delivery staff in San Diego was equally as prepared and responsive. My suggestion is to not only make the contacts others have suggested; but also try a tweet directly to Elon Musk. I hear that sometimes he takes action when seeing specific details as you have outlined. Good luck in getting all resolved; you shouldn't have to go through such a pain - but am sure you will love the car!
 

Grifon

Member
Oct 22, 2016
49
101
Alabama
My ISA has been very responsive. Replies within a few hours and has been able to address all my questions. Unfortunately, I think it must be the luck of the draw. I will be wiring funds tomorrow and I think at that point the majority of my interactions should be with my Delivery Specialist for delivery next Thursday. Wish me luck.
 
My ISA has been very responsive. Replies within a few hours and has been able to address all my questions. Unfortunately, I think it must be the luck of the draw. I will be wiring funds tomorrow and I think at that point the majority of my interactions should be with my Delivery Specialist for delivery next Thursday. Wish me luck.

Similar to the one I am working with, pretty good at getting back to me same day.
 
My ISA is about 24 hrs response via e-mail and about the same to an urgent VM. Nice guy in LV but a complete newbie, and I had to work with him to figure out who/what to do within Tesla. My suggestions:

(1) Write PLEASE RESPOND ASAP in subject line of e-mail to ISA (if you don't hear back in another 24 hrs) tweet jpeg to Elon
(2) Try Delivery number in support (pretend you ordered an S in the voice menu) 888-771-2505 and plead your issue
(3) Ask your ISA for an e-mail for another dept. you can directly contact.

My newbie ISA forgot about July 4th holiday for all banks and so I had to scramble to get the payment via a Fed Wire directly to their autofinance dept...Fremont is a mess because of high volume here in bay area and less that there is left to do on delivery date the better.
 

Dana1

Member
Supporting Member
May 20, 2018
882
547
Houston
Are ALL these ISAs from Nevada even for Canada? I hope not as my cell will not allow calls from the US or unknown blocked numbers.
My delivery experience has been horrible so far. My ISA has been unresponsive. Tesla’s trade in offer is $1500 below CarMax and they are refusing to match. I’ll sell directly but they’ve taken a week to communicate that and now I’ll have to get it reappraised.

I’ve asked multiple times for the delivery date and have had no response. The bank has already paid the majority(39K) early last week. I need delivery this week (a fact that was communicated multiple times) and no communication or clarity on the steps forward.

The payment amount on the website is also still incorrect despite contacting both Denzel Williams (ISA) and the [email protected] email. This in effect does not let me move forward with paying the balance because it says Tesla owes me ~$28K (loan amount was applied twice).

I even offered to pay the balance in full (quite literally take my money) while this trade in issue was sorted out so they could move forward with shipping the car (Texas) but again no response or resolution from the ISA.

This has been an extremely disappointing and needlessly time consuming experience so far. It’s going to be infuriating if I have to start paying for the car without even taking delivery. Is small claims an option if this happens?

Hopefully the rest of the process ends up going smoothly (no defects) and I can put this chapter behind me.

Does anyone have a contact I can escalate too? Or any suggestions on what to do?
You won’t get a delivery date until financing is sorted out. Without a delivery date, not to be unkind, but it was foolish to make plans “requiring” delivery, IMO. Take your car to Texas Auto Direct, which seems to pay more than Car Max, transfer money to Tesla, and you’ll get a delivery date pretty quick. I finished my financing stuff June 23 and received delivery Jul 3 (7 days earlier than scheduled Jul 10).
 
My ISA was actually located in NY, which I thought was interesting. She has been excellent so far with communication. She has probably sent me 10+ emails and has called a few times. Mostly due to me asking questions.

My delivery was rather a bummer. My car has a issue with the trunk and I couldn't take it home, we didn't notice it until the walk through. The trunk was dirty and we thought it just wasn't cleaned, turned out to be moisture in there and they think something isn't sealed properly (or something, didn't really get a good answer just that they want to take a better look into it)

I took the day off and drove over 2 hours to go get it which really sucked. The staff showing me the car was great, even after I got the bad news he still let me take it for a spin. It was a huge tease though becuase I was planning on taking it on a road trip and am now stuck with my 8 year old car. The 3 sound system was AMAZING and the accelartion was exhilarating. I should know more tomorrow.
 
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