Tesla Cherry Hill — Local services in Cherry Hill Township

To be blunt, if you’re not very familiar with cars, I recommend going to a different Tesla location. The staff here treated us like fools and just wanted to get us out as quickly as possible.

We had a 10:30 a.m. appointment to pick up our car. When we arrived, the front desk told us to wait and that someone would guide us. After 20 minutes, I found our car myself, already marked with my name, but no one came to help. I inspected the car and noticed that the driver’s door seal was twisted and deformed. At first, I thought it might be heat, but after checking all the cars in the lot, only our car had this problem, which clearly indicated it was not normal.

While I was inspecting, my wife greeted a female employee, Maria, who was supposed to guide us. When I explained the issue, Maria glanced at it and said it was normal. She then called over a young male employee, who also tried to convince me it was fine. I told them I had checked all the other cars, and only this one was deformed. They said the car had passed inspection and refused to do anything.

I went to the manager, Ilyas, and explained the situation. He said he would check personally. When he returned, he told me the seal is elastic, so it’s normal. I showed him all the other cars in the lot, pointing out the differences, but he still insisted it was fine. I felt helpless because I had already paid in full, and this was my wife’s commuting car—I didn’t want her to waste time.

While continuing to inspect the seal, my wife noticed something inside it. When I pried it open, I found that the car’s frame itself was deformed, causing the seal to twist. Ilyas sent a young man over, and this time they finally admitted the defect could be fixed within half an hour.

By then, I had already wasted too much time. I should have left at 11:00 a.m., but it wasn’t until 11:40 a.m., after I discovered the frame issue, that they finally admitted the car had defects. I asked them to send someone to explain the car to me quickly since I had never driven it before and needed to understand it before my noon appointment. I just needed acknowledgment of the defect so I could schedule a repair later.

Even after that, I had to chase them to get Sam to come help. They clearly didn’t care and only wanted to get us out. The whole process was frustrating and unprofessional. Among the staff, only Sam seemed...

Bear in mind, if I were picking-up a Jeep, a Nissan, or a Honda, I would be quite content with the service and attention that my wife and I received. As this is a Tesla and the mystique of both owning one and the customer service that one should expect left us...well, wanting.

We arrived well before our assigned time in order to sign any final paperwork. When we arrived, there was virtually no parking and we had to circumnavigate the entire building to find the one and only spot that looked like a legitimate parking space. Then, we entered and we saw around a dozen people either sitting or standing in the large waiting area. Near the front, another half-dozen folks were standing in front of the main desk. We waited for less than 5 minutes when Kayla arrived, took our information and said that they were just affixing the tags and it should be about 10 minutes.

Wel, 10 minutes grew to 20, and then at 30 minutes, when no one came back for us, I introduced myself to Emily (with both Kayla and Emily, I had to ask their names...not great customer service. That's the first thing you learn...introduce yourself). Emily went and checked in the back and she informed us that they were both affixing the tag (I informed her that we heard that more than 30 minutes ago) and charging the battery. Not sure why they're charging the battery today, the day I'm picking it up. In the end, we walked outside, and found it a bit impersonal to not meet with anyone...just got into the car and left. If I go to an Apple Store and purchase an iPhone, one of the gurus will spend 30 minutes with me and getting me used to the interface and everything that goes with the experience of buying an iPhone.

So, in the end, that's why the relatively low marks...it should be an experience. I get that Elon Musk is not the most effusive guy and I certainly don't want him on the front lines of customer service, but he really needs to invest in the brand...and his people. As a first time buyer of this product, I certainly was not blown away by my experience...the wait resembled that of a well-appointed DMV. No one came by to tell me what was happening, I had to seek out assistance, and I left with what I came to get, and that's all. For that, I'm saddened and a touch angered that we weren't at all treated like a valued customer, but simply someone picking up...

Very disappointed to say the least with Cherry Hill service center. 2018 Model 3 LR rwd w/92k miles. Very noticeable grinding sound coming from the drive unit at cold take off. To the point where it loses regen breaking ability and other vehicle features. This has occurred during both warm and cold weather. Let's start out with them rescheduling my service appointment because "there was a delay in receiving critical parts for your appointment". Now for service day: a warm welcome but that was about the height of my experience. 2hrs into waiting, they bring me over to my vehicle on the lift and point to worn out drive unit rubber bushings. I then described to the auto tech what my driving experiences were exactly and he even said it sounds more severe. After again waiting they deliberated but still insisted that this was all due to the drive unit bushings being "worn out", needing replacement at a hefty $1,200. What's the point of drive unit warranty if service will just fight you and offer repair bandages instead of replacing the entire unit before the warranty runs out!!! With my back against the wall I tell them to replace the bushings, but wait!!! They don't even have the "parts available". Absolutely insane. Wade was eventually able to offer a loaner but it's like pulling teeth at this point. Whomever is responsible for denying me a drive unit replacement is truly to blame. Hopefully test drive from cold tomorrow so that they can see what I'm talking about with the heavy grinding noise and actually opt to replace the drive unit which comes with new bushings! Stay tuned....

Update: The very next day after pickup, I began to experience the exact same issues that I initially took it into service for. So the drive unit rubber bushings DID NOT fix the issue and I'm out. They were slick in putting into disposition notes that it was determined that there was allegedly adverse weather conditions the night of the notifications alerts. Fact is, absolutely NO adverse weather conditions were in play. It was before any snow/ice was ever on the ground. And today yet again, no roadway conditions that will contribute to the GRINDING I'm experiencing from a cold take off and all those very same alerts going off! See second screenshot yet again! Tesla refuses to admit any fault with the...