I'm so sorry to hear of this crazy disaster but thought, as a Clevelander, I could add some information to this forum change, First, I have an X 90D and it is a year old as of last month. It has been to the service center many times for a variety of things nearly all of which were minor and fully taken care of. Michelle is one of the people I've interacted with and probably 3-4 others during those visits or phone calls. I had nothing but professional interaction and obviously surprised to hear your dilemma, A thought I had: Tesla likely did NOT install the windshield; it may have been done with a company called Surburban which has several locations around Cleveland. I have been at the one and walked through it in Berea, Ohio very much southeast of Lyndhurst and about an hour in traffic away. I saw many cars, all luxury models including a Model X torn apart being repaired. I have no experience with Surburban, but a year ago they were the only place a car under warranty would go for any body work according to the SC. My own situation was my front bumper (plastic obviouusly) below the headlight being kicked in and vandalized during an hour parked at a restaurant for 10am Sunday breakfast. About a 6" dia area at the crease. I won't go into that but the point is I was pretty upset, unsure how all this would be handled, the car was weeks old, etc. During all this, I just drove in with no appointment; and they were gracious to help me. And the service person pointed out to me the factory paint on a part of the rear bumper did not look right and they wanted to schedule having that taken care of for me (also at Suburban and why I went to check them out. I could not see the problem they saw, but other shops I visited for estimates on my front did see it when I asked them to look, After days of sorting out insurance, where to repair, what to do, I decided to try and fix the front myself and did so with pretty good luck and a body shop never touched it.
My point is there was likely a subcontractor involved here. Not to let Tesla off the hook because they were totally responsible for the care of your car when they picked it up. I looked at the address you show. which is not the showroom at 5180 Mayfield. However that address is on a house to way to the rear of the SC and likely why that address showed up. I doubt it was taken there. They would have had a porter drive your car to Berea and back about 32 miles each way to suburban collision's address.
The Cleveland SC since the outset has handled all Tesla from quite a distance including Detroit and Pittsburgh because they were the closest center. I know a lot of Pittsburgh owners and not heard of problems with Tesla's handing things, for what that is worth.
If I can help you in some way, pm me and we can talk by phone.