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I expected my Model X and Tesla service to fail me.

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On June 23rd, 2017 I picked up my new Tesla Model X. Since then, my vehicle has now been at a service center for a total of 6 times. With each instance, I've dealt with a great deal of inconvenience, of which is extremely unacceptable for a new vehicle purchase of over $120,000. I now turn to all of you and hope for your thoughts and advise on what actions I should take on this matter. I'd greatly appreciate it. This is my story:

Instance #1:

Two days after finalizing my purchase for a new Model X online, I received a phone call from a Tesla sales rep offering me a new inventory model, which I would receive within a couple weeks. The conditions were that I would have to pay an additional $500 because of the added upgrades on the inventory model that were not included in my initial order. Prior to agreeing, I specifically asked if I would still qualify for the state and federal incentives because of the increased mileage on the car, and I was assured that I would receive them in the full amount.

To my surprise, on the day of pickup, I was told that I did not qualify for the state incentives because the vehicle exceeded the minimum mileage requirement. I expressed disappoint as I felt I was taken advantage of, but regardless, still signed the documents. However, the car was not properly cleaned, and the employee who gave orientation was very rude. Additionally, the car had a number of problems (falcon doors popping and making loud noises, cosmetic damages in the interior and exterior of the car, speakers rattling, etc.). Furthermore, the odometer did not match what was given to me online.

Overall, service was incredibly poor. I was not given a sendoff, nor greeted kindly. It more like: "Hey there, you here to pick up the car? Cool. Here's the papers you need to sign. This guy give will give you an orientation on how to drive the car. I'll see you afterwards on your way out." That was the last I saw of this person. Later that evening I sent the service center an email expressing my disappointment in the experience. They offered to fix the car, but had to drive an hour and a half each way to have the issues with the car addressed. I was told they would look into the information that was misinformed in regards to the state incentives, and that they would do what they can.

As a result, I was offered all of the weather tech mats, which I agreed, but only received the front two mats. I questioned why they didn't send all the mats, and they simply said they couldn't do that. Not sure why I was told they'd send all of them in the first place, and although I appreciated the front two mats, it was still disappointing being told one thing, and not get what was promised, again.

Instance #2:

About a month later my tire pressure sensors broken down, and did not show any numbers on the car. Additionally, I tried the ModelXmas feature, however, the song stopped a few seconds in, leaving the doors stuck wide open in their highest position. I was unable to close the doors, and they would spring wide open. For over 1 hour, I tried everything I possibly could, and was on the phone with roadside assistance until we figured out a solution. Once we got the doors closed, I was told that the vehicle was "unsafe to drive" by the rep, and that I had to take the vehicle in for service asap. Once again, I was left with major inconvenience, and ending up commuting all the way to have the vehicle serviced for the second time.

Instance #3:

Within a couple weeks, a number of new issues arrised with the car. The battery efficiency of the vehicle was very poor (in warm weather), falcon doors again continued to pop, etc. These issues resulted in my 3rd visit within two months. Once again, leaving me inconvenienced to commute all the way back to have my vehicle serviced. This time, I opted to visit Tesla Springfield, as I refused to go back to the Devon service center. After a couple weeks, I received a call from Tesla and was told that they found some defects with my batter pack. I was told that it would have to be sent back to California so that it could be repaired, and that I would be left with a "loaner pack" until they've received my refurbished battery. At this point I expressed high concern for my vehicle, and request my car be replaced with a new Model X, of which was denied. They did however honor their offer of all the weather mats, and installed the rear passenger piece. However, I was still very disappointed.

Instance #4:

Within 48 hours of picking up my vehicle for the 3rd time, I was in the middle of a long commute, and drove to the nearest supercharge from me. Once I arrived, I had only a couple miles left in the car, but once I plugged the car in, I got an error message on my car that said the charging port needed to be replaced and that it was unable to charge. This left me extremely concerned, and once I called roadside assistance, my only option at the time was to drive to the nearest destination charger to see if I could get just enough to recharge the vehicle. I had to drive under 20mph just to arrive to the next charger, and although I was able to squeeze some charging in, I was left stranded and ended up sleeping in my car until I had just enough charge to make it home for a very important meeting I had the next morning (of which I ended up missing anyway because of this). This happened very late in the evening, and none of the service centers were open at the time, so being stranded was my only choice.

At this point, I demanded my vehicle be replaced or have a price reduction on my car. I felt I had been through enough to deserve a return, specially having found out the battery was defective and the charging port broken down resulting in me going back to service twice in one week after the new purchase of car. I was then told that the battery they placed in the car was actually a new one, but they did not notify me of this and there was a lot on inconsistency as to what each employee told me. I spoke to the manage to get clarification, and he stated that it was a new battery, however, the invoice he read back to me did not even match what my invoice stated. He specifically said that the invoice indicated a new battery replacement, but the invoice I received did not match up at all, so I didn't know what to believe anymore. To this day I have no idea what's in my car and I feel this lack of communication is highly unacceptable.

Again, I was denied the request but was offered 4 years of complimentary maintenance. Of which helped, but was still greatly disappointed as I feel my car has proven to be defective and deemed unsafe to drive on multiple occasions. At this time, I stated that I felt I needed more from a customer service standpoint because I wanted some reassurance that the car would be safe and reliable as advertised. Unfortunately, I was told that there was nothing else they could do. This time, they did send a tow truck to come pick up the car... No matter, this was just the start of many more issues to arise, and thus, my car was now headed back into service for the 4th time.

Instance #5:

This was the beginning of what led me to write this post. Once again, my Model X had a lot of the recurring issues stated above, made a few strange noises and rattling while driving, and shortly after was left stranded in the highway after the battery powered off within two minutes of having 8 miles left on my charge (driving just 55mph). The car gave me a notification that the 12V battery needed servicing, air suspension needed servicing, and key battery need replacing. When on the phone with roadside assistance, I was told ONCE AGAIN that the vehicle needed to be taken to service ASAP as it was "unsafe to drive". At this point, I've lost a lot of patience. Again I requested the car be replaced or price be reduced, or given something that would make up for the countless financial and time inconveniences I've dealt with work as a result of these problems. Of course, the request was denied and the car was now headed to service for the 5th time. This time, I was stuck driving a rental as they were out of Tesla loaners, and the best Tesla would offer was a tow truck be sent to me.

Instance #6

Within 24 hours, a loaner was returned to the service center, of which I was notified about, and so I drove back to the service center to make the exchange. However, within another 24 hours after picking up that newly returned loaner, I received a call from Tesla stating that the vehicle had to be returned immediately because they had received error messages that there was something wrong with the battery and that it was unsafe to drive. This was right in the middle of the work day, as I was commuting between stops. I kindly asked to be give a call back in 45 minutes as I was attending to some work and wanted to rearrange my schedule so I could make the exchange, but shortly after getting off the phone, an alarm went off inside the car and would not stop or turn off even after pulling over and turning off the vehicle. At this point, I was extremely concerned and did not have the time to make an exchange via tow truck, so I decided to drive to the service center as I happened to be just 20 minutes away by coincidence.

Anyhow, this ONCE AGAIN resulted in many inconveniences to me. I kindly asked for the car to be replaced or price be reduced again. Although this was a loaner issue, I feel its extremely unacceptable for anyone to go through so many problems. That request was once again denied, and was offered another Tesla loaner vehicle I could exchange with while I was there at service to take home. I was left with having to wait about an hour before being able to head home with the second loaner. I expressed disappointment and that something in addition had to be done, and was told to let management know what else I wanted in return... Which, by the way, don't feel is my job to do.

Instance #7:

The next morning (two days ago), I was contacted by the manager and notified that some "cosmetic damage" was accidentally caused to my Model X while it was at service. The manager sent pictures of the damage - a small puncture, about an inch long, to the front bumper of the car. I was offered either complimentary replacement of all 4 tires on my car, or an increase in warranty to 75k miles. I expressed extreme disappointment and feel it is not enough to compensate. The manager offered to have the front bumper replaced with a new bumper free of charge, however, it would require an additional week for repair. Although I was disappointed because I've had exterior detailing and coating done (which costed a lot of money) to my Model X, I accepted these terms - However, earlier today I'm told that the part is just being repaired, and not replaced with a new piece. I did NOT authorize this change, and quite frankly is highly unacceptable. I had an understanding that the bumper be replaced, however, the manager stated that the repair shop already began repairs. This is NOT okay.

Instance #8

Additionally, I discovered YESTERDAY (after being stopped by police) that the 2nd loaner I was placed in was neither INSPECTED nor REGISTERED since 2016. Not 2017, 2016. Are you kidding me? I notified Tesla immediately and they sent a 3rd loaner to me in just a one week period, again, causing even more inconveniences... I honestly have no more words to say. I'm genuinely concerned about the reliability of the Model X I purchased, as well as my personal, professional, and financial safety. I'm honestly amazed at the lack of care and level of neglect I've dealt with because I don't know of any other Tesla owners that have dealt with what I had to deal with. I really don't want anyone else to go through this. Just want to put an end to it and come up with a solution so I can move on because I really do love Tesla, and will continue to support Tesla's vision. However, something needs to be done, it's just not fair... What are your thoughts?

Please advise.
 
I dunno, you got a lot of free stuff and you agreed to it all so maybe you should stop taking Tesla's stuff and hire an attorney.

Thanks for the feedback. I wouldn't necessarily say I "agreed" to their stuff. In fact the only things I've agreed to was changing to a new inventory model and replacing the front bumper. However, both of these resolutions were eventually misinformed/miscommunicated and not delivered as promised. I had no choice but to accept every offer they made from a customer service standpoint. The issue is the constant reoccurrences and level of inconveniences. I feel stuck. I really don't want to resort to legal action...
 
Thanks for the feedback. I wouldn't necessarily say I "agreed" to their stuff. In fact the only things I've agreed to was changing to a new inventory model and replacing the front bumper. However, both of these resolutions were eventually misinformed/miscommunicated and not delivered as promised. I had no choice but to accept every offer they made from a customer service standpoint. The issue is the constant reoccurrences and level of inconveniences. I feel stuck. I really don't want to resort to legal action...

I was going to edit my post but you beat me to it LOL.
 
The PA EV rebate is only for vehicles with an MSRP under $50,000, although that may be a new 2018 requirement. As far as the other issues go, you should look into a lemon law claim. It certainly sounds like you've been without your car for more than 30 days.

If you let the issue drag on past the point you can file a lemon law claim, you're going to be stuck with accepting the warranty claims.
 
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The PA EV rebate is only for vehicles with an MSRP under $50,000, although that may be a new 2018 requirement. As far as the other issues go, you should look into a lemon law claim. It certainly sounds like you've been without your car for more than 30 days.

If you let the issue drag on past the point you can file a lemon law claim, you're going to be stuck with accepting the warranty claims.

Thanks for taking the time to read. I may look into that. I've been well over 30 days without my vehicle these past six moths. So unfortunate...
 
Thanks. I've discussed a buyback with the manager on multiple occasions, however, they denied my request. I'm very shocked as to why. Seems highly unacceptable!
Don't ask for a buyback, they're not going to agree to it without pressure. If the car is a lemon, then initiate the process and they'll likely be more receptive to making it right, either through buyback or prioritizing repairs.

It's likely you won't have to follow through with the full lemon law process. Once the process is officially started by you, they have every incentive to find a solution that doesn't require the car be branded a lemon.
 
dude you put up with way more than i would have.

copy/paste this as documented history and go directly to TESLA headquarters. the manager you are speaking to is running interference.

finally do you have access to Lemon Laws in your state? if so threaten them with that.

i got a model x75d few weeks ago and i love it, so hopefully you will get a replacement vehicle without these problems or your money back.

written letters are always more important than phone calls/emails

good luck
 
Don't ask for a buyback, they're not going to agree to it without pressure. If the car is a lemon, then initiate the process and they'll likely be more receptive to making it right, either through buyback or prioritizing repairs.

It's likely you won't have to follow through with the full lemon law process. Once the process is officially started by you, they have every incentive to find a solution that doesn't require the car be branded a lemon.

Thank you so much. Looks like I'll have to begin that process then.
 
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dude you put up with way more than i would have.

copy/paste this as documented history and go directly to TESLA headquarters. the manager you are speaking to is running interference.

finally do you have access to Lemon Laws in your state? if so threaten them with that.

i got a model x75d few weeks ago and i love it, so hopefully you will get a replacement vehicle without these problems or your money back.

written letters are always more important than phone calls/emails

good luck

Thank you so much for taking the time to read! I will look into the Lemon Law (PA state). I will escalate this to corporate. Appreciate your advise.
 
Hi Sharpdimension,

As stated above vigorously pursue lemon laws.
You have put up with enough...
Get another manager and do not stop escalating...
Call or get in touch with the North America Service Manager...
I think the North America Sales manager is on this forum - Contact him too...

Shawn
 
Unfortunately when the corporate ethos is over promise and under deliver I'm not sure the customer service and support will ever make it to the level we should expect of a luxury boutique automaker.
It's a hell of a shame to hear these types of stories and I wish you the best of luck getting some sort of acceptable resolution out of Tesla.
 
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