Tesla Milford — Local services in Milford

Dear Tesla Customer Experience Team, I hope this message finds you well. I recently visited one of your service centers and wanted to provide detailed feedback on my experience.

Upon arrival at the venue, I encountered a sign indicating "service drop off," but unfortunately, there was no designated location for vehicle drop-off other than open parking spaces. While I understood the intent, the lack of clear guidance led to uncertainty. I would suggest updating the sign to inform customers that they can park their vehicles anywhere and reassurance that staff will locate them accordingly. This adjustment could alleviate confusion and streamline the drop-off process.

Upon entering the facility, I observed that there was no one present at the front desk for approximately two minutes. It took some time to notice a sign on a door to the left indicating the service area. Additional signage or visual cues could improve this aspect, directing customers with service needs to proceed directly to the service center without stopping at the front desk. Since no one was available at the front desk, I proceeded to the service area where I was greeted by a friendly young lady who assisted me promptly. Her positive demeanor was appreciated and helped mitigate any initial frustrations caused by the lack of immediate assistance upon entry.

One notable aspect of the service center was the shared space between the waiting area and the walk-in/check-in area. This setup proved to be distracting, especially when trying to focus on work while waiting for my vehicle. Conversations between service representatives and other Tesla owners were audible, and it would be beneficial to have these interactions conducted in a more discreet manner to maintain customer privacy and minimize distractions.

Furthermore, the amenities provided were limited to coffee and water. Considering the potentially extended wait times for service appointments, it would enhance the customer experience to offer additional amenities or facilities to make the wait more comfortable and enjoyable. During my three-hour wait, I had minimal interaction with Tesla staff after checking in at the service desk. Despite being in close proximity to several employees, including the two gentlemen at the front desk, there was no acknowledgment or engagement. This lack of interaction contributed to feelings of boredom and disconnect during the wait period. As I paced back and forth, I overheard one gentleman at the desk offer a demo vehicle to another customer who was waiting. This selective offering was disappointing, as I was also waiting and feeling bored. Consistency in offering demo vehicles to customers waiting, if possible, would enhance the overall customer experience. To be candid, my overall experience left me feeling unsatisfied, and I even went so far as to share my disappointment with a friend, suggesting they stick with Mercedes due to their exemplary customer service. While I appreciate Tesla's seamless experience through technology, I believe there is room for improvement in the realm of in-person customer service and amenities.

In conclusion, I hope this feedback proves helpful in refining your service center operations and ensuring customer satisfaction. I remain a loyal Tesla customer and look forward to seeing positive changes in the future.

Thank you for your attention to...

If I could give zero stars, I would. Every interaction with the Tesla Service Center in Milford, CT has been a nightmare. They constantly demand pre-approvals for outrageous amounts—always at least $800, regardless of the issue. Their labor rates are $210/hour, even for something as simple as plugging my car into their computer, after which the technician walks away, and I still pay for the time.

The parts are overpriced and for older models, only remanufactured parts are available. They quoted me over $6,000 for parts that should be routine replacements—basically just bearings and seals. Because of their proprietary software, I’m stuck with no option for a second opinion, completely at their mercy.

To make matters worse, the service manager, Chris, has now told me that my firmware is deteriorating and that it's not covered under warranty—and that’s why I’m being charged even more. When I asked him to put this claim in writing, he refused. I informed him the conversation was being recorded, and he immediately became defensive, repeatedly exclaiming that he did not approve of the recording. After that, his attitude changed drastically—he essentially told me to either pay whatever they decide or come tow my vehicle out of their lot immediately.

What they’re doing to my wife and me feels like a textbook case of "price conditioning." They originally quoted one price, but over the past several weeks, the cost has steadily ballooned into the thousands. They're treating my Tesla like some rare anomaly when in reality, the only hands that have ever touched it are their own. How does Tesla not know how to fix their own cars?

Their refusal to provide my vehicle’s history is sketchy—claiming it’s to protect the previous owner's privacy. They could easily redact that info and show me what repairs have been done, but instead, they make it impossible to know the car's background.

The service itself is laughable and dishonest. In a previous encounter, they told me I needed to replace a part that turned out to be damaged by their own technician! I had to argue with them for three weeks and even threatened legal action before they finally fixed it at no charge. This latest experience feels like retaliation for that.

The service manager promised me that the repair would definitely fix the issue, only for them to come back four days later asking for more money because they "don’t know what’s wrong." This constant price hiking is ridiculous, and I feel like we're being bled dry with no end in sight.

Tesla Milford has been the absolute worst company I have ever dealt with. Save yourself the stress, money, and health problems—avoid this service center...

DO NOT TAKE YOUR TESLA FOR SERVICE AT THIS SERVICE CENTER.

The first time I dealt with this SCAM CENTER they had me take off a day so they could come to my house for a $500 yoke upgrade purchased via the Tesla app for my '24 Model S. They never showed or called, and it took me a couple hours of calling them and sitting on hold to only be told first the yoke isn't available for my car, then that it is available for my car but would be weeks before I they could get the item. I ended up trading in the car for a '25 Model S Plaid.

Then, on my '25 Model S Plaid the back right tire hit a square shaped curb when I was pulling out of (ironically) a gas station and left marginal damage to the rim and a small 2mm chunk of rubber from the sidewall. I took pictures and opened up a service ticket in Tesla app to take to someone to see if I should get the rim repaired or replaced. They asked me to stop by the SCAM CENTER so I did, I followed the instructions in the app without a single human ever talking to me, I figured they were busy so I just sat there for 45 minutes in the lounge.

Eventually the app notifies me that I needed to pay $900 for the new rim they installed using the same tire with sidewall damage (without my permission) for me to be able to access my car. I still had not talked to a single human at this point and had made the decision that I was going to schedule my car to get the track package upgrade for $24,000 if they thought the rim was toast. What they essentially did was ransom my 3 month old $100,000 car for $900, which I had no option but to pay before I could leave on my tire with the damaged sidewall without ever talking to a human.

If I am ever forced into using Tesla service again I will refuse to take it to this SCAM CENTER. I will gladly pay to have the vehicle transported as far away as New Jersey if I have to. My '25 Model S Plaid is as close to being simply the most perfect car as I can imagine. I've put 10k miles on it already and absolutely LOVE MY CAR. Its such a shame that these criminals throw so much of that away by pulling scams on customers that were ready to spend 25x as much on upgrades for the measly $900 they beat out of me.

DO NOT TAKE YOUR TESLA FOR SERVICE AT THIS...