Tesla Palo Alto — Local services in Palo Alto

Hi, I am a Tesla solar customer and a Model 3 owner. recently purchase the model 3, and am having issues with service center repair and ethics in how they treat customer and do business.

I discovered 3 weeks into my ownership the rear glass panel between the 3rd brake light, the foam piece was falling apart. Now, for full transparency, I got my windows tinted on day 2 after getting the car. However, nothing was wrong with it until 3 weeks in, and the foam starts to fall apart more and more over time. Service advisor said it’s because they tuck the tint in to install. But, I told them the foam started falling apart from the bottom / inside, not the outside. He simply said. Someone worked on the windows so you have to pay very nice and reasonable huh? But that’s fine. The quote was reasonable ($100) so I’m not gonna argue.

I scheduled an appointment with Dublin Tesla service center to have a look at it. They confirmed the foam can be replaced, but will need to purchase the entire trunk assembly just to get that part. Which I thought was absurd. Will need to charge me for both labor + trunk assembly.

That didn’t sit too well with me. I then went and scheduled service with another service center (Palo Alto).

Service advisor confirmed that they can simply replace the foam. So i thought “great, let’s do it”. However, upon getting my vehicle back, to find out not only did they NOT replace my foam, they ripped the entire foam out, left the wires hanging and exposed, and in place of the foam, they cut a small piece of junk rubber from the shop and shoved it between the 3rd brake light. It’s a chop job.

Spoke to my advisor. He’s now saying he gave me the option to do a scrap fix, or replace the entire trunk assembly. Which I confronted him that he didn’t. He said / confirmed they can simply replace the foam. He then became rude and refuse to assist other than say I will need to pay to replace the entire trunk assembly. I told him my frustration is not with him, but the situation and how this is being handled, without care from the entire Tesla team. Told him if he can’t help, that’s fine I will escalate this through other channels. All while being polite. He then threatened me not to play that game. That doesn’t fly with him, his team, and became extremely rude short tempered. Not what I expected from Tesla or customer care or from any decent company.

Now, I would never have thought Tesla, or any dealership, would do any repair other than repair to factory spec. Let alone do a chop job and then tell you it’s what it is. They basically cut a random piece of rubber and shove it between the gap. That's what's they did. Light is shining through, wires are exposed, and it’s just a ugly and messy job. It’s worse than when I first took it in. If I wanted a chop job I could've done it in my garage for $3. To add fire to the fuel, service advisor said they did an excellent job. Wow. Quite shocking to say the least. Its unbelievable someone be the nerves to do this to someone’s new car and then say “Ta-da! Here you go. Take it or leave it”.

*I need this escalate this to senior management immediately! Please call me to resolve this issue. Will be pursuing legal action if...

Terrible experience. This service center’s poor customer service and miscommunication was more than enough to convince me to go to another location in the future.

I brought my car in for a noise related issue. The technician drove the car with me and confirmed that the noise was “definitely not normal”. I was told my car should be ready for pickup the next day, as they would be taking it into the shop to address the noise. They even gave me an Uber voucher. Awesome! I left happy.

An hour after I left, I get a message through the Tesla app that my car is ready for pickup. I see in the notes that the car is “within spec” for the noise, and that they will not investigate further or fix it. I message back asking how something can be “definitely wrong” but also “within spec” at the same time. Apparently they took the car out for another drive and deemed it not bad enough to fix. This leads me to believe that instead of an actual noise measurement being taken, they leave it up to an individual’s own interpretation, deeming what accounts for excessive noise. How is that a fair or reliable way to discern what’s “definitely not normal” and what’s “within spec”? This was determined within an hour of dropping my car off and leaving. As this was now just before they closed, I did not get a response until the next day. Once they got back to me, I was told they will not look into it further. Disappointing. If that was the case, I would have appreciated a phone call explaining their decision process, not an invoice that just read “[the noise] was a normal condition of the car.” How is that an appropriate resolution given the conflicting information I was just told an hour earlier?

I then checked my Uber voucher to make sure it was still valid before going to pickup my Tesla that evening. They cancelled it. I messaged the service department and asked them to please extend it until I got off work to go pick it up. They said no problem. Then I go to check the voucher, they cancelled it again. Of course it’s now Friday evening and they are closed until Monday morning. I even told the person helping me when I first dropped the car off my work schedule. I explained when I would be able to pick the car up. They said no problem, the voucher would be good through the weekend. No idea who cancelled them or why. In the end, I felt that my concerns about my Tesla were invalidated, especially after waiting 2 weeks for an appointment. When I picked up my car I also discovered one of my tires was flat, despite my invoice stating that they did a tire pressure check. The cancelled Uber vouchers were a nice...

My experience to repair in Tesla service is awful. I had issues like passenger window works improperly and one more. I made am appointment and dropped my car in service. In same day they notice me it is finished and I can pick up my car. But when I checked window didn't work. It was after business hours and I came back to next day. They took my car and provided Uber link to free drive. They promised me it will be done on same day. But nobody called me. To next day I went to service at the evening. They really forgot about me and Uber link was expired. I explained about this confusion and that I spent my money to move by uber. I asked about any gifts or free milage. They gave me floor mats. It was awesome. At home I'he seen it is mats to another model. To next day I wanted to replace it and come back to service. They promised find it for my model and call back. But I received text message where employe explained to me position of management. They didn't want to give me this gift. They took away it. It was awful. I spend 4 day, the money and took away his gift. Unbelievable, Elon wants to make company better but management on the ground is unprofessional. Every body in your life try to explain that Tesla no good. Everytime you try to prove that it excellant car. But how I can to do it when I need to go service after 6 months and happened this...