How tesla treated my family
On 5/15/19 I ordered a black LRAWD model 3 with the help of sales associate Caleb Suwak. My wife was due on 6/4/19 and Caleb coordinated home delivery, and pickup of my 2019 Chevy Bolt for trade in. On 5/23/19, inside delivery specialist Seth Macdonald contacted me to coordinate delivery. I was assured that Tesla could accommodate around my wife’s delivery. I then received an email stating that if my car was not picked up or delivered in seven days I would lose it. Mr. Macdonald then stated he could coordinate delivery of another factory fresh vehicle after my wife’s delivery. He stated that this vehicle had to be procured from Arizona. The delivery process continued in a very chaotic fashion, until I received a phone call from LNR delivery, Associate Jose. He stated that my vehicle would be delivered the next day. I was told that I would receive 48 hours notice. With no choice, I canceled my patient clinic and proceeded to take delivery the next morning. Jose arrived on 6/28/19. Immediately, I noticed that both front and rear driver doors were grossly misaligned. Additionally, both side under carriage rails including jack holes, and front undercarriage were severely damaged. I immediately contacted Mr. Suwak, and Macdonald. They confidently felt these issues would be addressed by Tesla via fixing it, or new vehicle. Jose from LNR was in a hurry to leave, but I had him communicate with Mr. Suwak over the phone. The issues were documented. I then signed off, and continued with my personal inspection. At that point, I noticed the entirety of the vehicle had diffuse paint damage deep throughout the clear coat. Further inspection showed that the rear trunk lid, and hinges were lacking paint. Additionally, my dual headlights were not completely seated, and the left was chipped. The entirety of the exterior was filthy and coded with a wax. Multiple hand washes left residual wax and glaring paint damage. Their vehicle. As if they had been waxed and left in the desert sun. I continued to the interior which was completely dirty with no mats, And diffuse wax stains throughout the car. I expressed my concern to Mr. Macdonald and emailed all photos. He stated that coordination was in place to rectify the unacceptable situation. This did not occur and in fact Mr. McDonald has ceased to communicate with me via phone or email. At that point, I took the vehicle to a Syracuse NY detail specialist. I was looking to see how much and if paint correction is possible. This was in preparation of a possible ceramic coat and expel application. Johnny of detail Johnny , stated in good faith he would not work on my car, seeing as the vehicle required thousands of dollars in paint correction, minimum three stage. He felt the state of this vehicle was unacceptable and that he would vouch for me need be.
Understanding of the seven day return policy I was in much dismay and reached out to Mr. Suwak. He then communicated with Mount Kisco tesla, Who in fact inspected the car before delivering it to my house. I then received a phone call from Justin Maruri on 7/2/19. I briefly explained the situation, I emailed him a detailed synopsis of what had occurred and detailed photos. Upon hearing my story he felt I should be communicating with the manager. I then received a phone call from the Mount Kisco tesla manager a female named Kory. She stated that I had two options; one fix the laundry list of defects, for which she had no timeline, or refund the vehicle and get a new one. I proceeded with the new vehicle option. She acknowledged the unprofessional experience, unacceptable car, and apologized. She assured me that the situation could be rectified, and felt confident that Tesla would offset/compensate any losses in this horrific experience. Within the same day , also my last communication with Kory, she stated that Tesla could comp me a long range AWD white multicoat vehicle, which would essentially offset the loss of my tax credit secondary to refund. Kory stated she would email me options and call me before the end of the day. I had not heard from her and reached out via phone. At Mt. Kisco sales associate told me that Kory is no longer with Tesla! Once again my family was completely abandoned in this situation. I poignantly explained the situation and demanded a phone call from the next in line manager. I explained the next day was a holiday Leaving me with 24 hours to coordinate and rectify the situation. Approximately 15 minutes later I received a phone call from Nicholas Cruz who stated he would be acting in place for Kory. He provided me his personal mobile phone and said he would try and do his best to fix this mess. Mr. Cruz stated he personally spoke with Tesla headquarters in California, , Stating they essentially wouldn’t budge. The best they could do is provide me a full refund and then allow me to order a new vehicle. I explained that I am now down a car Tesla had taken my 2019 Chevy bolt on trade in. He stated Tesla would not provide me a interim vehicle, but rather a one-way rental car from Syracuse New York to Mount Kisco. My wife and I proceeded to drive 8.5 hours round trip to return the unacceptable vehicle to Mount Kisco New York, and return to Syracuse New York via provided rental car. Upon meeting Mr. Cruz he was pleasant and frustrated for us. He proceeded to return the vehicle and then order our new vehicle which was the same model and reported to be fresh from the factory. Mr. Cruz, stated he would contact us once the vehicle had arrived, and was adequately inspected. He then contacted me via FaceTime and stated the vehicle looked up to par, but needed his detail team to clean it and make sure that the paint was adequate. Today, upon coordinating my second loan I calculated an additional $2,000 loss secondary to paying tax on $51,100 as opposed to half of that when I traded in my 2019 Chevy Bolt. Tesla currently has my funds and is not willing to put them against this 2nd loan. I reminded Mr. Cruz that I would be losing half of my original tax credit. In addition to loss of my satisfactory Vehicle(2019 Bolt), I was provided a unacceptable vehicle in a unsatisfactory manner with unsatisfactory support. To Mr. Cruz’s credit has stated multiple attempts in calling California, but said they are unwilling to budge. I’ve been a strong supporter of tesla and it’s mission, but Tesla has been disrespectful, and shameful in supporting my family.
Sincerely,
Ivan Drazek
Syracuse, NY
Sent from my iPhone
Sent from my iPhone
