I wanted to share my ongoing delivery nightmare that I am experiencing at the Owings Mills, MD center as a cautionary tale for others with upcoming scheduled delivery dates. For reference, my reservation was made at 7:30 AM 4/1/2016. I configured the evening of June 27th around 9 PM. On July 1, I got a call that my car was asssigned and was in the regional delivery center. I presumed this meant a short truck ride away. The earliest they could schedule me was 7/23/2018 which I thought seemed far away if the car was so close. But, I was okay with that date, as it was only 3 weeks away. My long wait was nearly over, or so I thought.
After fighting with a relatively unresponsive ISA, I got all my paperwork and everything in line a week prior to delivery. I was a fairly easy customer as I was paying all cash. The last business day before my delivery date (7/21) the local delivery center called me around 4 PM to tell me the car had not arrived and they didn't know where it was. They said they had no choice but to cancel my delivery date Monday morning at 10 AM. I was beside myself, but understood I was in the middle of the Model 3 delivery surge. I said I would call them Monday for an update. I called Monday morning bright and early and miraculously, my car had arrived. They said they would inspect and detail it and I could pick it up around 3 PM. I was over the moon! All in all, it would be a delivery delay of 5 hours. At 1 PM, I called them to ask if it passed inspection. They said it did not.
There was a major scratch on one of the undercarriage panels. I asked how long it would take to fix. They did not have an answer but would by COB (lie #1). They never called back that day. I called the following morning and got a pretty condescending lecture about how logistics are hard, etc etc. I was told I was never promised and estimate the previous day (lie #2) but promised an estimate that day (Tuesday 7/24) (lie #3). Tuesday came and went with no update. Fed up, I drove to the center Wednesday morning to inspect the damage myself. My car was in the Tesla lot not even in the body shop yet. I could not talk to anyone as the showroom hadn't opened yet. I called and emailed later that day. I finally got a return call at 8 PM Wednesday night. They said the car would be going to the shop Thursday but not to expect an ETC until 24 hours after they get the car (7/27). Then, they told me after the body shop estimates the time, add 2 days because they never meet their estimates. First, after the unfulfilled promises, I have no faith that the car is going to the shop Thursday or that I will get an estimated completion date this week. So, I am in limbo right now with no certainty about the future.
I know this situation will all get worked out in time, but the whole process after putting down my $2500 has been anything but smooth and lacked any iota of good customer service.
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