I just wanted to hop in here and let you guys know about my nightmare experience with Van Nuys service center and their continuous lack of customer service.
I received my car in December and the first appointment was in mid January. I held off on ceramic coating my car because there was issues with the paint (streaks, missing paint, etc). I drop my car off at the service center and they offer to polish it to fix it and replace the drivers side mirror since apparently it’s just a cover but it was on back order and that’s the part with missing/splotchy paint.
My car was at the service center for maybe about two weeks. I work really far so I was only able to pick up my car after hours. I pick up my car and it’s absolutely filthy! I mean there’s dirt inside like someone left the windows open the entire time it was there. There’s dirt on the seats(front and back), on the dash, on the console, in the console etc. I had read on here that this is common so I shrugged it off although I was pretty upset that they made my car so filthy because I dropped it off extremely clean on the inside. At this point I was just happy to have my car back because it had been so long and ubering it everywhere really sucked (especially to work because it was 1:15 each way). When I picked up my car I noticed marks all over it but I assumed it was because they polished it and that they would wipe off.
That Friday (a few days later) I had my ceramic coating scheduled. The moment the guy sees my car he points out the marks as rotary marks. He explained to me that he can do his best to take out all of them (they are literally all over the car) but that he doesn’t want to do too much because the paint was already thin. At this point I’m really upset because it’s a brand new car and clearly tesla really ducked up. I had a wisdom tooth extraction done earlier in the day and decided to let him fix Tesla’s **** up, and deal with the service center later. The car looked beautiful at the end.
So I reach out to tesla a few weeks later to let them know what happened. The service advisor escalated to a supervisor and the supervisor refused to do anything. I then called the service number and requested a manager call me as soon as possible. A few days later the call is finally returned and the best summary of the call is that he told me that the car was checked and approved by: the service advisor, supervisor, and himself personally before it was released to me and that they didn’t see anything wrong with it. They told me that I should have brought it back to them and they do not believe that they are the ones who had left the rotary marks on my car. I told him I was more than willing to bring my car back in since I had it set to always record and he can himself go through the footage of where my car had been between pick up from the center and my coating appointment the confirm. He basically told me that there was no way to prove that his team did it, and that I should have given them the opportunity to fix the car. I sarcastically laughed and asked him if he himself would trust a shop that should have done the job correct the first time around to go in again and further **** up the paint and he said yes. After some back and forth he offered me $250 service credit although it cost me much more than that to get it fixed and refused to give me contact information to escalate it further.
Today, about 2 months later, I realized that he never sent me any proof of service credit. I reached out to the service center and asked how it had been issued to which they asked “who issued it to you”.
What the hell! I’m so damn pissed.
Does anyone know any emails/phone numbers of anyone higher up at this point??
I received my car in December and the first appointment was in mid January. I held off on ceramic coating my car because there was issues with the paint (streaks, missing paint, etc). I drop my car off at the service center and they offer to polish it to fix it and replace the drivers side mirror since apparently it’s just a cover but it was on back order and that’s the part with missing/splotchy paint.
My car was at the service center for maybe about two weeks. I work really far so I was only able to pick up my car after hours. I pick up my car and it’s absolutely filthy! I mean there’s dirt inside like someone left the windows open the entire time it was there. There’s dirt on the seats(front and back), on the dash, on the console, in the console etc. I had read on here that this is common so I shrugged it off although I was pretty upset that they made my car so filthy because I dropped it off extremely clean on the inside. At this point I was just happy to have my car back because it had been so long and ubering it everywhere really sucked (especially to work because it was 1:15 each way). When I picked up my car I noticed marks all over it but I assumed it was because they polished it and that they would wipe off.
That Friday (a few days later) I had my ceramic coating scheduled. The moment the guy sees my car he points out the marks as rotary marks. He explained to me that he can do his best to take out all of them (they are literally all over the car) but that he doesn’t want to do too much because the paint was already thin. At this point I’m really upset because it’s a brand new car and clearly tesla really ducked up. I had a wisdom tooth extraction done earlier in the day and decided to let him fix Tesla’s **** up, and deal with the service center later. The car looked beautiful at the end.
So I reach out to tesla a few weeks later to let them know what happened. The service advisor escalated to a supervisor and the supervisor refused to do anything. I then called the service number and requested a manager call me as soon as possible. A few days later the call is finally returned and the best summary of the call is that he told me that the car was checked and approved by: the service advisor, supervisor, and himself personally before it was released to me and that they didn’t see anything wrong with it. They told me that I should have brought it back to them and they do not believe that they are the ones who had left the rotary marks on my car. I told him I was more than willing to bring my car back in since I had it set to always record and he can himself go through the footage of where my car had been between pick up from the center and my coating appointment the confirm. He basically told me that there was no way to prove that his team did it, and that I should have given them the opportunity to fix the car. I sarcastically laughed and asked him if he himself would trust a shop that should have done the job correct the first time around to go in again and further **** up the paint and he said yes. After some back and forth he offered me $250 service credit although it cost me much more than that to get it fixed and refused to give me contact information to escalate it further.
Today, about 2 months later, I realized that he never sent me any proof of service credit. I reached out to the service center and asked how it had been issued to which they asked “who issued it to you”.
What the hell! I’m so damn pissed.
Does anyone know any emails/phone numbers of anyone higher up at this point??
