Tesla — Attraction in Springfield

1/8/2019 I should preface my review with a "Star Rating" breakdown...

My love of the Tesla brand and my overall experience of driving my Model 3 LR since July 2018: 5-Stars

My overall delivery experience and interactions with the Sales staff of Tesla Springfield: 4-Stars

My overall experience with Tesla Springfield Service (Management & Service Techs) both in person and on the phone (EVERY call in to Springfield will be a 10-15 min. wait IF you're lucky): 1-Star

Granted I think that this location is completely overwhelmed with the volume of cars and often OCD nitpicking Tesla owners, but that aside, my direct interaction with SEVERAL staff members during my last service attempt was completely unprofessional, disorganized and embarrassing.

I had set up an appointment with Springfield to address some Autopilot errors in my Model 3 after being repaired after my Tesla vs. Deer accident. My honest review of that recommended, "Tesla Certified" shop can be found in my Yelp reviews, but point being, my car needed some more TLC.

I showed up in Springfield at my scheduled appointment 12/20/18 to pick up a service loaner and be on my way, but this is where the confusion and issues started. The first tech who greeted me said maybe we can just check it out and you won't have to leave it.... so after 30-min wasted standing around during rush-hour, I was finally given my non-EV loaner directed by a more astute Tech's understanding of the pre-filed notes in my file. What was discovered two days later is that although the "Certified" Tesla shop had run up a HUGE bill on my insurance claim they either overlooked or damaged the front radar sensor during reassembly. Great! Problem solved right? Not so fast...

So I was called to pick up my car and when I showed up on 12/22 the car developed yet ANOTHER safety system error and could not be released, so I left disappointed once again in the loaner. Now my car sits for days between being diagnosed, service holidays and eventual replacement of a VCM unit until 12/31/18 when they finally offered to deliver my vehicle to my work. Vehicle is delivered; all errors are gone, good to go finally? NOPE Guess what's missing? My aftermarket front all-weather floor mats!!! I assumed that they must have been removed for service, sitting on the side someplace, but sure enough after two days of calls, emails with pictures and aggravation their solution is just to pay for my STOLEN mats.

I told them straight out the biggest issue is that customer property is going missing with employees being the only ones who have access to cars..."Service Manager" response, "yeah, it's weird they would only take the front ones". Unbelievable!!! Could they identify who worked on my car, moved the car, washed the car? Probably not, because their service is so disorganized and scattered I'm sure 10+ people were in and out of my car. Try to get the same Service Tech on the phone at Springfield...I dare you! It will be days running in circles between them taking down your number, never returning calls and having to explain your frustrations to a new face who doesn't really care anyways. Stay away from this place!

Bottom line, Tesla is the future, but working with the Springfield Service Department is like trying to get life advice at Walmart during Black Friday. I have owned and serviced cars from many brands like Jeep, Scion, Infiniti, Lincoln and most recently Chrysler and have NEVER had such a poor level of service, follow up OR anything stolen from my car... which is truly sad considering the amazing cars and brand Tesla...

I was extremely distressed with my recent Tesla experience, overall quality of a new car, the brand and the lack of professionalism and customer service / customer experience. Please consider twice if you are considering Tesla as a car. This is not the luxury car experience that any buyer want to go through.

I was scheduled to pick up my car on 9/17. After waiting for over 2hrs when promised twice that the car will be ready in 10 minutes, I was informed that the car would not charge above 30% and they cannot deliver me the car. Overall wait time was 3 hrs (when promised a 15 minutes checkout process and receiving a text that car was ready for pickup and passed all QA) and walked away with no car.

I was thankful that the dealership found me another car. However, little consideration was given that I have to reprocess all my finance and the fact I have to work. I attempted to call Tesla (waited over 1.5hr without able to get through bia Tesla's main number) and was hoping to speak to a service manager regarding my issue, however the service manager has refused to call me and only communicated with me via email after requesting a simple phone call numerous time.

I was forced fo pickup the car on a weekday (Wednesday) which I had to make additional arrangements for work and child care (Really? I only waited over 9 month for this car after many delays and you cannot hold the car for me for another 3 days to a Saturday? ). When I picked up the car, we found bolts were missing from the wheel and the car made funny noises with the break. I told the issues to the delivery person, he took my paperwork and left without a word. I thought he went to speak to someone and would come back. After waiting for 30 minutes, and waiting for someone to check the car, I found out he left for work and told no one about the issues that I raised. He did not even finish the transaction and I was still waiting to give him the finance check and the loaner car key.

The service manager then came and took my car in. They replaced the break clips and reassured me the car was fine and the noise was normal. Total wait time was another 3 hrs instead of the 15 minutes checkout experience they had promised.

However, the noises only got worse with a combination of sqeeking loud sound when break, and clunking sound when I drive, it felt the wheel or break was falling apart. I did not feel safe driving the car, let alone a brand new car. I tried to schedule for service, however, all appointments are scheduled out for over two weeks. I ended up calling a different dealership over one hour away and they were kind enough to check my car to determine if it was safe to drive and decided to take my car in even though I didn't have an appointment because it's a break issue.

Honestly I am horrified with this new car purchase experience and the quality of the car. How did both cars pass QA especially they were supposed do another round of inspection before delivering the car to the customers? And when there are issues, the lack of courtesy to work with your customers through. I get Telsa want everything contactless but this user experience was reallyunacceptable and now I am stuck with a faulty car that that need breaks to be fixed just one week of picking up the car? Seriously, consider twice before buying. I have loss all faith! This is not a luxury car experience, I am...

Love the car so far, but ABSOLUTELY HATE, HATE, HATE, the dealership. They were absolutely lovely giving us a test drive and taking our deposit, but then it all went to hell in a hand basket. They asked if we wanted our new car delivered to our house and we said yes. We asked how to install a charger at our home and they said someone would call us. We were not even a mile down the road when we got a call. Tesla Complete Home services wanted to know when they could stop by. We made an appt., they showed up, they spent two hours trying to sell us solar and knew NOTHING about installing a charger for the car that was going to be delivered 10 days later. Then got a call saying we could pick up our car in Brooklyn. We live in NJ and Tesla was supposed to deliver it to our house. Multiple emails to find out how we could get the car delivered to our house with no progress or news. Then, complete radio silence for a week. Meanwhile, I ordered a charger from Tesla in CA and lined up the electrician to install it. Charger was supposed to be at our house the day before we were supposed to pick up the car (we were now being told we were not eligible for car delivery). Picked up the car. Total disorganization at the dealership. No manager in sight. Someone has us sign paperwork, but no tables available so he takes us into an unlit, unheated area behind the showroom to have us sign paperwork on top of a wooden crate. Really? You got fancy cars and a showroom with swanky tables and huge macs looking all shiny, but we're going to sign the paperwork in a dark, cold room on top of a wooden crate? Are you still with me, because the nightmare is only halfway done. Guy who is supposed to be handling us disappears. We try to find him. Finally, the guy who showed up at my house to sell me solar asks me if we want to buy a car. I'm like, dude, we bought a car, remember? We talked about it for two hours at my house. We are here to pick it up. We find out the car only has 69 miles of charge on the battery and we live 40 miles away. I make stink, they plug the car into a charger and try to put some miles on it. Guy disappears again for 40 minutes. No communication, and we have no idea what we are supposed to do. Nobody is briefing us on the use of the car or how to get our Tesla app to communicate with the car. Finally demand the manager come talk to us (he's been hiding in the back for the entire time we were there). Tell him about our displeasure and he glad-hands us and tells us he wants to put a smile back on our face. We explain all the failings of his dealership and he says he will make it right. Car now has 140 miles of charge and we tell him, we just want our car and go home. He convinces us to stay until we have more charge on the car. We decide to wait and he tells us he will personally get us set up with the car. We never see the manager again. We have the car. It is now trickle charging on the driveway with 110 volt, which will add about 3-5 miles per hour to the car. The Tesla charger is somewhere in Ohio. No sign of when it will show up, so it may take two full days for the car to get a full charge again. The car is REALLY awesome. The dealership is a TOTAL clusterf@k. Think twice before you buy a Tesla and if you do, sure as hell do NOT buy it at the Springfield dealership. BTW I gave them one star, because zero stars is...