This is my terrible experience today:
Went to pick up my Tesla, with an appointment set at 1pm with Luke Harnell. I came pretty on time, maybe 1-2 minutes late and checked in with them. My dad and girlfriend came with me so my dad could drive the other car home.
20-30 minutes passed and a rep came out to ask if I wanted to see the Tesla I was going to get. I said sure. Another 30 minutes passed by and I still have not seen Luke, the person that I was supposed to meet for the delivery of my car. At this point, I'm getting really annoyed because not only am I waiting, but my family is too. Also, we do not know what was going on that is taking so long (No transparency).
We were not offered anything, a bottle of water, coffee etc and for washrooms, we were told to go to Tim Hortons.
At this point, it's about 2pm. 1 hour after our scheduled time. There was a family that came at 2pm for their 2pm appointment and were almost IMMEDIATELY brought in. They had to sit maybe, 3-6 minutes before they were led in by their rep. After we complained, they brought us in to the back where other people were already talking to their reps about their vehicles.
In the back, we waited another 5-10 minutes before Luke Harnell came out to tell us what was going on and why we were waiting so long - FINALLY!!!! Our first time seeing him, After a little back and forth he said that he could go to the back and see if they received an e-mail so I said something along the lines of, "OK, Go back there and check and tell me how long it will take." His answer to that was "Don't tell me what to do" and stormed off and tried to not slam the door as hard as he wanted to (Yes there was still a slam).
That attitude is coming from a service agent that was not courteous enough to let me know what was going on and I had to wait there for OVER an hour before I knew what was going on.
He came back out after calming down a little bit but I was definitely not having it since he already gave me that attitude knowing how pissed and unhappy I was with the lack of transparency and courtesy and wasting my time and my family's time. - Oh yeah, all of this is happening when we haven't eaten lunch (We were pretty hangry). If they had let us know earlier when they found out, we would have used that time we waited to maybe go for lunch or book another day and time to come back - but NOPE, they chose to make us wait.
He was then asking us what we'd wanted to do, and when trying to figure that out with my family, since my dad has to accompany me to bring me here, I had to consult with him. Luke Harnell, walked away when I was about to tell him we would come back on another day. THANKS!
We asked for the manager to come speak with us now.
Oscar, the manager came out after a few minutes. Oscar was more mild and was listening to us. He told us he will be the one to help us on the next appointment personally to sign the papers.
Overall, my experience is very poor. Some of the team members were trying to help and tried not to intervene in the heat of things. There were 2 other reps when I was in the back room and they were apologizing. So yes, there are reps that do care about their job but I definitely got unlucky getting Luke Harnell as my rep. Luke Harnell's Attitude: 0, Service: 0, Transparency: 0, Courtesy: 0. Oscar helping recuperated some points.
Was told Tesla had terrible service, didn't know how bad it was until I got it first hand. But then again, other than Luke, other staff was trying to help and not giving me attitude.