I'd like some suggestions for my next course of action. I have a White Y AWD vin #2701 that I paid for (required before delivery as there is no dealer in Maine) but was damaged in transport. On Tuesday a third party delivery company told me they'd be delivering it that afternoon. An hour after the driver was supposed to arrive I called to get an update. The carrier said the car was damaged and would be returned to Tesla. I thought it was unfortunate but these things happen. Again no update from my delivery specialist or anyone at Tesla: only the third party carrier. After a call and email my delivery specialist, she emailed me almost 24 hours later saying the car would be repaired or another one sourced. One more email and voicemail went unanswered for over 24 hours. After a second call I get an email 10 minutes later saying there is no update. She refuses to answer or return calls. This happened Tuesday and I still don't know the extent of the damage, whether it will be repaired, or if another Y is available. I've also talked to Tesla's delivery line and the SC where the car is located. I want to reiterate that the car is fully paid for already. What should I do next?
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Paid for my Y but have not received it
- Thread starter grayiw
- Start date
That is a frustrating situation for sure. What method of payment did you use? Was it a loan or cash and did you pay via cashier's check, ACH or wire? Depending on those items, you may have a couple of options, but I'm thinking with how banks are inundated right now none of the options will be quick.
Also do you have any idea if the shipper caused the damage or if they picked up the car with existing damage?
Also do you have any idea if the shipper caused the damage or if they picked up the car with existing damage?
It’s financed and the shipper caused the damage I believe. No one at Tesla has much information. They offered me a loaner today only to tell me later that they wouldn’t allocate one based on needing parts and Fremont being shut down. Anyway it is very disappointing and I’ve spoken with many very incompetent employees and a just a couple very good ones. My delivery specialist has been absent through most of the process. I have cancelled my order as they don’t have any other AWDs available. Now we’ll see how this refund process goes. I imagine it won’t be pretty since it is through third party financing.
Tell them they need to refund your money immediately, call your bank or financial institution and ask what options are available, look into retaining a lawyer to provide what limited leverage you may have. Tesla has proven they could care less about customers once they have your money and they have armies of legal folks so your options are limited. They are also completely overwhelmed by the need for service they had not planned for so if they plan on fixing whatever damage was done to your car it will take at least twice as long to get parts as they tell you.
I would also get a full report with photos if you plan on the repair route
I would also get a full report with photos if you plan on the repair route
I went the refund route after the only other option was to wait for repairs. I wouldn’t want a repainted hood anyway. If anyone gets assigned vin 2701 realize that you aren’t getting a factory fresh paint job. It was frustrating and time consuming to deal with. I have really never experienced customer service so bad from any other company. They’re really lucky they are peerless because any reasonable competition couldn’t have worse service at least on the ordering/delivery side. It was an unfortunate accident by the company they hired to transport the car but they didn’t do anything right after the mistake was made. Anyway, because they don’t have competition I’ve placed another order for the exact configuration again. I mean what are the chances this happens a second time? I just hope I don’t get Alexis as my delivery specialist again.
Are you sure they are going to let you order the same spec after you process that return? The return policy states:
"Once you have returned your vehicle, the return process is final and may not be cancelled. At this time, we are not able to facilitate vehicle exchanges. If you decide to order another vehicle, you may not order the same trim for a period of 12 months but may order another vehicle in a different trim at any time. "
You could however, order the same spec under a different persons name.
"Once you have returned your vehicle, the return process is final and may not be cancelled. At this time, we are not able to facilitate vehicle exchanges. If you decide to order another vehicle, you may not order the same trim for a period of 12 months but may order another vehicle in a different trim at any time. "
You could however, order the same spec under a different persons name.
I never took delivery. Never even saw the car. It would’ve been nice for them to send a picture of the damage. I cancelled the order. If you accept delivery then send it back it is called “returning”. I confirmed this difference with one of their employees. The return policy makes sense to prevent abuse and because it costs them money to return a car and then resell a car that cannot be sold as new anymore. I wonder if returned cars ever go into the showroom or loaner pool. My actions didn’t cost Tesla money: the company they hired to transport the car did though.
welcome to tesla, you used to have to wait until warranty ran out but now i guess they are shi--ing on you right from the start
johnmodely
Member
You have 7 days to return for full refund “no questions asked”, so don’t see why Tesla would refuse a full refund before delivery.
In late March I had a similar experience in Dedham MA. Minutes before paying online Tesla called to say the shipper had cracked the glass roof of our MY. They offered to replace it. I said no thank you!
One week later they called to say they had a replacement vehicle but I had to pick it up that afternoon (someone passed on it because for “financial reasons”). Because they gave me such short notice they accepted a personal check for $64K!!!
I’ve purchased several vehicles (new and used) over the years but I never paid with a personal check before.
One week later they called to say they had a replacement vehicle but I had to pick it up that afternoon (someone passed on it because for “financial reasons”). Because they gave me such short notice they accepted a personal check for $64K!!!
I’ve purchased several vehicles (new and used) over the years but I never paid with a personal check before.
Not sure how it is in the rest of the country but in SF bay area they are no longer saying they do loaners, issuing uber credits instead. the last place i got a loaner was in palo alto and they tried to issue uber credits i told them " sure my commute is 100 miles round trip happy for you to uber up for me" then suddenly a loaner appeared just like that. oh and out of warranty NADA ZIP
Gizmotoy
Active Member
I wouldn't take a damaged vehicle either, so I think you're making the right decision. It's a huge hassle when you're financed, though. That'll be sure to be a huge pain getting resolved. Best of luck!
Yeah, the loaner situation is bad now. I've had a couple young families ask if they should buy a Tesla and I detail the good and bad parts, and this particular one is always a sticking point. Uber is a nightmare with car seats. It's easier to buy a Volvo at the dealership literally right next door where you'll get a loaner every time you're in for service if you ask for it.
yes, I get that, but if he still wants a Model Y then why did they cancel the reservation? He rejected a damaged car. He didn't say he wanted to cancel altogether.
I actually didn't reject it. I never got the opportunity to see it. It was turned around in transit due to damage. Cancelling the reservation wasn't the right answer but I'm done with dealing with them for a while. I'm not that desperate for a Tesla.
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