TLDR; Tesla rescheduled first delivery, no call no showed on 2nd scheduled delivery, and finally delivered the wrong car on the 3rd delivery attempt.
I've been a Model S owner since 2014, and decided to order a new one this year because I moved to Buffalo from Las Vegas, and needed all wheel drive for the snow. I ordered a new 100D and everything went great right up until the actual delivery.
Buffalo doesn't yet have an actual Tesla store (Buffalo is fairly slow and picking up on new things) so they informed me that I could either go to Westchester several hours away to pick it up, or they could drop it off to me in Buffalo. Obviously I chose the delivery option.
My delivery specialist gave me the Date of December 23rd for a drop off. I would have preferred a slightly earlier date, as I was going up to Toronto the afternoon of the 23rd for some holiday celebrations with family. They could only Deliver on Saturdays I was told. I assume this is to avoid traffic, but not sure, so I reluctantly agreed and just figured I would be late to the family party.
On the 22nd, I was informed that the truck wouldn't make it to Buffalo due to whether complications and had to be rescheduled for the 26th on a Wednesday (puzzling, since they said they can only Deliver on Saturdays). I told him this wouldn't work because I'm traveling from Dec 26 - Jan 1. He basically said I had no choice, and that day was my only option. They wouldn't hold it for me because it had to be in my possession before end of year to take advantage of the special deal I was getting.
So I said I would see if I could find anyone to meet the driver for the drop off. My brother in-law (lives in Buffalo) agreed to have them drop the car at their house. He would take off of work early so he could be there for it.
When the 26th came, I received no notice about when the car would be dropped off. I called my delivery specialist and he said he would call the trucking company and call me back. Never called me back. I called again... no answer and never called me back. My brother in-law kept asking if I had any updates and and I had nothing to tell him. The car never came that day and I had no explanation as to why. Meanwhile, I'm dealing with all of this while on vacation in the mountains where communication was difficult. The delivery ended up being a no call no show with no follow up or any explanation.
On the 27th I emailed, called, and sent a text message with no response from my delivery specialist by end of day. I called Tesla HQ and got through to someone that eventually put me back in touch with the original product specialist that sold me the car. He informed me that the car was set to be delivered on the 30th of December. I asked him why hadn't anyone informed me of this?? He was professional and apologized and said the trucking company would call me to confirm on the 29th.
The trucking company did call me on the 29th, and was pretty good about keeping me updated on the delivery, sending me text messages about the status and location of the truck every couple of hours. Still no word from my delivery specialist. Never called to apologize or explain what happened. Due to whether, the truck ended up not getting there until after 11pm, and my brother in-law was no longer at home so I had to call my brother to have him drive over to their house and meet the driver.
My brother said the truck arrived and was being unloaded around 11:30. I asked him to please get a video and some photos of the car. He sent me a video about 20 min later after he had left of a RED Model S getting unloaded. My car is BLACK! I called my brother and asked him if that was a joke or if they actually dropped off a red car, and he said indeed they did. I immediately called the trucking company and told them to turn around because they dropped off the wrong car. Keep in mind it's now after midnight, and my family is sort of sick of dealing with this.
The driver turned around and eventually dropped off the other car he had on the truck (my black car), and picked up the red car. I was informed that he basically tried to blame the mistake on my brother saying that he should have told him. Ok... so you are a company that drops of $100K cars professionally and you don't check the VIN number when dropping off a car? What the heck. Seems like a super basic thing to do when you are in possession of other people's vehicles.
In the end everything was fine, but the lack of professionalism from the delivery specialist at Tesla was really astounding. Why did he not tell me my car was scheduled for the 30th? Perhaps he knew that from an earlier date but was embarrassed to say he made a mistake? I'm not sure but it's very unprofessional. Why did he never call to explain what happened or to apologize for his lack of professionalism?
I own a manufacturing business and occasionally things happen with delivery dates that are unavoidable, but we try as hard as we can to make sure the customer is informed of what's going on at all times. The added stress of trying to figure out what was going on with my delivery was not needed. On top of that, I had to involve multiple family members in the situation because Tesla couldn't just give me a real delivery date.
I've had nothing but great things to say about Tesla prior to this incident, but that's not the case any more. Makes me sad.
I've been a Model S owner since 2014, and decided to order a new one this year because I moved to Buffalo from Las Vegas, and needed all wheel drive for the snow. I ordered a new 100D and everything went great right up until the actual delivery.
Buffalo doesn't yet have an actual Tesla store (Buffalo is fairly slow and picking up on new things) so they informed me that I could either go to Westchester several hours away to pick it up, or they could drop it off to me in Buffalo. Obviously I chose the delivery option.
My delivery specialist gave me the Date of December 23rd for a drop off. I would have preferred a slightly earlier date, as I was going up to Toronto the afternoon of the 23rd for some holiday celebrations with family. They could only Deliver on Saturdays I was told. I assume this is to avoid traffic, but not sure, so I reluctantly agreed and just figured I would be late to the family party.
On the 22nd, I was informed that the truck wouldn't make it to Buffalo due to whether complications and had to be rescheduled for the 26th on a Wednesday (puzzling, since they said they can only Deliver on Saturdays). I told him this wouldn't work because I'm traveling from Dec 26 - Jan 1. He basically said I had no choice, and that day was my only option. They wouldn't hold it for me because it had to be in my possession before end of year to take advantage of the special deal I was getting.
So I said I would see if I could find anyone to meet the driver for the drop off. My brother in-law (lives in Buffalo) agreed to have them drop the car at their house. He would take off of work early so he could be there for it.
When the 26th came, I received no notice about when the car would be dropped off. I called my delivery specialist and he said he would call the trucking company and call me back. Never called me back. I called again... no answer and never called me back. My brother in-law kept asking if I had any updates and and I had nothing to tell him. The car never came that day and I had no explanation as to why. Meanwhile, I'm dealing with all of this while on vacation in the mountains where communication was difficult. The delivery ended up being a no call no show with no follow up or any explanation.
On the 27th I emailed, called, and sent a text message with no response from my delivery specialist by end of day. I called Tesla HQ and got through to someone that eventually put me back in touch with the original product specialist that sold me the car. He informed me that the car was set to be delivered on the 30th of December. I asked him why hadn't anyone informed me of this?? He was professional and apologized and said the trucking company would call me to confirm on the 29th.
The trucking company did call me on the 29th, and was pretty good about keeping me updated on the delivery, sending me text messages about the status and location of the truck every couple of hours. Still no word from my delivery specialist. Never called to apologize or explain what happened. Due to whether, the truck ended up not getting there until after 11pm, and my brother in-law was no longer at home so I had to call my brother to have him drive over to their house and meet the driver.
My brother said the truck arrived and was being unloaded around 11:30. I asked him to please get a video and some photos of the car. He sent me a video about 20 min later after he had left of a RED Model S getting unloaded. My car is BLACK! I called my brother and asked him if that was a joke or if they actually dropped off a red car, and he said indeed they did. I immediately called the trucking company and told them to turn around because they dropped off the wrong car. Keep in mind it's now after midnight, and my family is sort of sick of dealing with this.
The driver turned around and eventually dropped off the other car he had on the truck (my black car), and picked up the red car. I was informed that he basically tried to blame the mistake on my brother saying that he should have told him. Ok... so you are a company that drops of $100K cars professionally and you don't check the VIN number when dropping off a car? What the heck. Seems like a super basic thing to do when you are in possession of other people's vehicles.
In the end everything was fine, but the lack of professionalism from the delivery specialist at Tesla was really astounding. Why did he not tell me my car was scheduled for the 30th? Perhaps he knew that from an earlier date but was embarrassed to say he made a mistake? I'm not sure but it's very unprofessional. Why did he never call to explain what happened or to apologize for his lack of professionalism?
I own a manufacturing business and occasionally things happen with delivery dates that are unavoidable, but we try as hard as we can to make sure the customer is informed of what's going on at all times. The added stress of trying to figure out what was going on with my delivery was not needed. On top of that, I had to involve multiple family members in the situation because Tesla couldn't just give me a real delivery date.
I've had nothing but great things to say about Tesla prior to this incident, but that's not the case any more. Makes me sad.
