My CPO experience is already awful.

[iqless]

Surprise surprise. After being assured I'd get an update on Saturday nothing happened. And after chasing around the DS and the initial sales person, I have found out my car is still not done - pushing it back to the week of 04/21 now.

I'm wondering how much stock to put into this new date.

I'm sorry about that but yeah at this stage it shouldn't be surprising.

They've told me my car is done and we're all waiting on the shipment so I should be gearing up for delivery next week but at this point I won't believe them until I see the car with my eyes...

 

[flyingrooster]

I'm sorry about that but yeah at this stage it shouldn't be surprising.

They've told me my car is done and we're all waiting on the shipment so I should be gearing up for delivery next week but at this point I won't believe them until I see the car with my eyes...

Don't count on it being ready when they "deliver it". My CPO car was never ready on delivery. I had to setup an appointment to get all the dents removed, the car cleaned and other issues resolved later.

 

[SD Diver]

Don't count on it being ready when they "deliver it". My CPO car was never ready on delivery. I had to setup an appointment to get all the dents removed, the car cleaned and other issues resolved later.

Dents removed? I had a couple and they wouldn't budge...

 

[hjtinon]

Last year I was given a 2-3 week window for my CPO car traveling Florida to Texas. It took 9 weeks total and I had to call every other day because they kept saying they'd give me an update by the end of the day but it would never happen, I'd wait a day thinking maybe they meant end of day the next day. It just kept getting pushed back saying it was being reconditioned which surprised me that they'd list it as available before being reconditioned. I tried on many occasions to back out, even transfer my $1000 to a new build (which they said they couldn't do) and each time they kept promising me 4-5 days. It took over a week for them to get it to Texas after it was finished being reconditioned and then 4 days in Texas. They assured me it had power folding mirrors sending me screen shots of specs and then they sent me (at my request) a checklist of everything they "fixed" (which was a lot of stuff) and it said right on there (non-power folding) for the side mirrors. I called my DS and pointed that out and she assured me, once again, they were on it. When it arrived in Texas she sends me an email telling me how beautiful the car is to which I said "That's great, how are those power folding mirrors?" and she said "great question, they are installing them now". I suppose that's one reason it took 4 days to get it to me once it arrived. I will say that I love my car and we are now looking to purchase another one. We are torn between paying the extra $25-30k for a custom build or go CPO again (or even just used from a dealer/individual). We even turned down a great deal on an inventory car in Florida (not all that we wanted but close) because of our CPO experience. Even though it shouldn't need any reconditioning, we are nervous about the hassle and there were other small things in the conversation that I felt weren't completely truthful which I didn't care for but that's a different issue.

 

[Acho]

I believe Tesla tells us what we want to hear.

 

[cchc99]

Supposedly mine might even be ready by Friday of this week - they called me late yesterday. But I won't believe anything until they get the car back from the body shop.

There'd better not be dents and scratches on the car - that's why it's there at the body shop to begin with.

 

[hjtinon]

Supposedly mine might even be ready by Friday of this week - they called me late yesterday. But I won't believe anything until they get the car back from the body shop.

There'd better not be dents and scratches on the car - that's why it's there at the body shop to begin with.

If you get it Friday, how long will the entire process have been?

 

[iqless]

Couple days ago I asked my 'new' delivery specialist (the other one is out this week) if there was a chance for me to get delivery next week (will be 7 weeks by then).

I was UTTERLY SHOCKED to get no response. Just kidding. I wasn't utterly or even slightly shocked that this new person I've been dealing with also turned out to be non responsive (4 out of 4 non responsive people so far, 100% rate, good job Tesla). I can't believe these people can just afford being this way.

I guess that's what happens when there's no 'dealership' competition. Dealerships ruin a lot of things and make it a lot worse, but I get the feeling it gave the customer a lot of leverage too, in that I could just remind them the existence of other dealerships and at least try to get better service.

 

[Whistle2Whine]

Couple days ago I asked my 'new' delivery specialist (the other one is out this week) if there was a chance for me to get delivery next week (will be 7 weeks by then).

I was UTTERLY SHOCKED to get no response. Just kidding. I wasn't utterly or even slightly shocked that this new person I've been dealing with also turned out to be non responsive (4 out of 4 non responsive people so far, 100% rate, good job Tesla). I can't believe these people can just afford being this way.

I guess that's what happens when there's no 'dealership' competition. Dealerships ruin a lot of things and make it a lot worse, but I get the feeling it gave the customer a lot of leverage too, in that I could just remind them the existence of other dealerships and at least try to get better service.

I'll agree with this. I think they'd have been better off on the CPO program outsourcing it to a big luxury dealer group, like Penske or Indigo to deal with this kind of stuff, because they already are good with it on very high-end cars. This kind of stuff SERIOUSLY turned me off from getting a CPO.

 

[FlyF4]

This is a bit off the subject of the OP, but every time I see the phrase "Certified Pre-Owned", it just reminds me that it is simply a "USED" car. Some time ago I guess a slick automotive marketing person came up with that phrase because a "Used Car" doesn't sound as valuable as Certified Pre-Owned. It's kind of like trying to trick me into thinking that $99.95 isn't a hundred dollars !

A couple years ago, we went to a new car lot at Acura and the sales person said "Oh, that car is certified pre-owned." The wife was quick to reply, "You mean USED. You don't have to certify that the other owner didn't want it. I can see that by looking at it." The sales person looked stunned.

 

[iqless]

This is a bit off the subject of the OP, but every time I see the phrase "Certified Pre-Owned", it just reminds me that it is simply a "USED" car. Some time ago I guess a slick automotive marketing person came up with that phrase because a "Used Car" doesn't sound as valuable as Certified Pre-Owned. It's kind of like trying to trick me into thinking that $99.95 isn't a hundred dollars !

A couple years ago, we went to a new car lot at Acura and the sales person said "Oh, that car is certified pre-owned." The wife was quick to reply, "You mean USED. You don't have to certify that the other owner didn't want it. I can see that by looking at it." The sales person looked stunned.

Lol no. Are you aware what the 'certified' in CPO means? For me there's a huge difference between just 'used' and 'certified pre owned'. It's far from just being a marketing gimmick. With CPO the dealer is literally guaranteeing you that there are no problems with the car, plus is giving you a practically bumper to bumper warranty.

Not to criticize a situation that I wasn't present in, but if the sales person had said "USED" instead of "certified pre owned" that would be severely underselling what the vehicle actually is (and what's being promised), and I see no reason to criticize them for it by saying "hah, I think you mean USED?!".

 

[FlyF4]

Lol no. Are you aware what the 'certified' in CPO means? For me there's a huge difference between just 'used' and 'certified pre owned'. It's far from just being a marketing gimmick. With CPO the dealer is literally guaranteeing you that there are no problems with the car, plus is giving you a practically bumper to bumper warranty.

Not to criticize a situation that I wasn't present in, but if the sales person had said "USED" instead of "certified pre owned" that would be severely underselling what the vehicle actually is (and what's being promised), and I see no reason to criticize them for it by saying "hah, I think you mean USED?!".

Yup, we understand what the word "certified" means. It was a bit of sarcasm Sadly, some of those used car dealers don't honor the word. Hopefully Tesla does.

 

[iqless]

Yup, we understand what the word "certified" means. It was a bit of sarcasm Sadly, some of those used car dealers don't honor the word. Hopefully Tesla does.

CPO warranty is not dependent on the dealer, it's backed by the actual company, so it's like any other warranty you get with a new car. I don't know how they wouldn't honor the warranty. But in any case I hear Tesla is pretty good with its warranties and will try to resolve all issues you bring to their attention, which is nice.

 

[FlyF4]

CPO warranty is not dependent on the dealer, it's backed by the actual company, so it's like any other warranty you get with a new car. I don't know how they wouldn't honor the warranty. But in any case I hear Tesla is pretty good with its warranties and will try to resolve all issues you bring to their attention, which is nice.

Apologies to not clarify. We have seen shady dealers advertising used cars as "certified" when in fact the dealer is the one to "certify" the vehicle. In reality, only their word that it is a clean running car, and the fine print often says that they fix an issue as determined to be "reasonable" by them. A really shady practice that is becoming more common.

 

[iqless]

Apologies to not clarify. We have seen shady dealers advertising used cars as "certified" when in fact the dealer is the one to "certify" the vehicle. In reality, only their word that it is a clean running car, and the fine print often says that they fix an issue as determined to be "reasonable" by them. A really shady practice that is becoming more common.

Oh, wow. Yeah I misunderstood what you were saying. That stuff is very shady!

 

[cchc99]

If you get it Friday, how long will the entire process have been?

It'll be just beyond 7 weeks.

 

[iqless]

Still no word - since Monday nobody has been responding to my emails or answering/returning my calls about the car that I put down the deposit for 6 weeks ago and is supposed to have been "finished" and waiting for transportation.

This has gotten beyond ridiculous. Anyone considering a CPO - I will work as hard as I can to be their biggest disencouragement. Don't do it.

 

[iqless]

So last week after countless fruitless tries to get my delivery specialist to TALK TO ME AT ALL, I went ahead and called the person who had called me regarding my frustrations couple weeks prior (His name's Todd, I think he oversees the CPO program?). He promised me he'd look into it and later called me to say I'd be getting the car next week (which is this week), and my delivery specialist would be calling me shortly to talk me through some things (and possibly set a date).

Of course the delivery specialist did not call me that day (or the next), and I think it's hilarious that I wasn't even expecting him to, even though I was told he would. The total lack of communication has gotten to extreme levels, and I'm supposed to be receiving the car this week!

Obviously, if I'm not even getting the calls I'm supposed to be getting, then actually expecting to get the CAR I'm supposed to be getting would be a stupid thing to do... let's see now.

 

[cchc99]

Updates:

They did not get the car back on Friday. I spoke with my original salesperson on Saturday and he said it looks like they will get it back Monday. I called the DS at EOD Monday. They haven't gotten the car back yet. He's hoping to get it today. We are half way through the day and it hasn't shown up yet. He has a 5PM CST call with his CPO manager.

I've told them if they can't get delivery on this Friday which is what we are scheduled for, that it's time to walk. I'll just wait for the 3 and buy another ICE until then.

 

[tskguy]

Wow,

I recently received my CPO in the Raleigh area and it wasn't nearly as bad, I would assume the same folks were involved.. That being said I am super pushy and annoying. I would call the delivery manager the sales guys and the service manager until I would get a response. I went as far as tracking down the body shop that the work was being done at. They gave me the best timeline and ended up being spot on. After delivery the service team has been super awesome by the way. So far every request I have made regarding issues have been addressed. Sorry you went through all this trouble.. I find it interesting that Tesla would take this approach with there growing CPO market. For the cost you would expect white glove service. I am almost 100% sure this comes down to the amount of money Tesla pays there employees, Cmon Tesla!! Step up your customer service game!