Tesla — Local services in Paramus

I want to start off by saying I love the Tesla brand overall and the car, but this location’s customer service is just appalling. I waited a long time to think about what I will write for this review as there’s a lot to go into here. I’m disappointed to see so many negative reviews regarding customer service for this location and no one is responding to them to fix the issue. I ordered my car back in September 2019. I received my car at the start of 2020. My car was delivered to this location and when I went to pick up my car in the very small window they gave me. It was dark out and no one took their time to go over the car with me. When I had a question they just said “you’ll get a hang of it”. There ended up being a couple factory defects in the paint/body of the car. The following morning the manager offered to put touch up paint on it but was making it clear that that’s all they could do. They also emphasized that if I don’t like that option I can return the car and wait on the waiting list all over again and lose my deposit. After many discussions with the top managers at this location, they ended up offering me the weather floor mats but even that was a struggle. With the factory defects and touch up paint still being present on my brand new vehicle, I ended up contacting another Tesla location 1 hour away and after walking them through my whole situation they ended up getting my car fixed at their cost but it was at a body shop near them. I was thankful, but this was very stressful to have to coordinate these repairs with a different Tesla location an hour away. In addition to the factory defects, there were some questions I had that no one at the Paramus location could answer. Come to find out no one who works here actually has a Tesla themselves, so they don’t understand these specific questions. I would think they spent extensive time with these cars and could answer questions about them. There was a clear plastic film left on my windows which made it looks like they had swirl marks. Before I knew the film was there, I brought the car to the Paramus location multiple times to ask what this was. On the 3rd visit another Tesla customer walked over and said the same thing happened to his car and when he brought it to a 3rd party auto shop they found out it’s the factory film that they forgot to remove. The film took 5 minutes to remove. The store manager didn’t even apologize and just was silent taking the film off. If you’re experiencing the same thing I would suggest just keep asking if the associate you’re dealing with has a supervisor and contacting...

I recently had a terrible experience picking up the new Model Y that I ordered from Tesla to pick up at this location. I first scheduled a pickup appointment through the app for last Wednesday 9/18 and, being that it is a five hour drive for me, bought plane tickets to fly down and drive it back. Received a text from Tesla less than 24 hours before the appointment telling me that my car had not arrived yet and rescheduling my appointment for 9/21. I notified them that this was unacceptable and informed them that I had already purchased plane tickets and received no response from then.

I later informed them that I couldn’t make the Saturday appointment and asked them to open up additional dates to allow me to select from. Friday and Saturday were then opened up and I selected Friday, and repurchased plane tickets. Friday morning I boarded the bus to the airport and a minute into the ride received a text from Tesla asking when I wanted to reschedule my pickup appointment for. I informed them that the appointment was less than 6 hours away and I was about to go board a plane to fly down there. They simply informed me that my car wasn’t there and that I shouldn’t have selected a delivery date of Friday because the car wouldn’t be there until Saturday.

I then called them and texted them for over an hour from the airport and received no response. At the last minute we cancelled our flight and boarded the bus back home. I then received a call from Tesla stating that my car wasn’t there but they had 2 that matched my description that I could pick up. I again expressed that this was unacceptable, told them that I had already cancelled my plane tickets and was heading home.

Throughout the next 2 days I received calls from managers trying to get me to come pick up the car and continuing to contradict themselves on when they expected the car to arrive. They offered to pay me back $150 as reimbursement for my travel, but could not refund the $250 deposit. Eventually when I spoke to the last manager they informed me that I could only receive reimbursement if I actually purchased the car.

This is absolutely ridiculous customer service and because of Tesla’s failures I am now out around $800 and two wasted vacation days and they are not willing to offer anything in terms of reimbursement. Terrible terrible...

This place is a mess. I dropped my car off at 3:30pm for an alignment and steering wheel replacement which were an issue from the first day I picked up the car. I was told 3 separate times my car would be ready for pick up later that night. I had work the next day so I absolutely needed a car. I never heard back from anyone to inform me my car wouldn’t be ready that night. I reached out through the app and attempted to call but it’s impossible to reach anyone at this company. I was provided with Uber credits which wouldn’t have been enough to get me to and from work. I attempted to Uber to work but every driver refused to drive from NJ to NY and there isn’t any public transportation to where my office is. I had to call out of work. I decided to Uber to the service center the next day and as I was pulling up I received a message stating my car was ready for pick up. This absolutely unacceptable and no one cared about my situation. If it was communicated that the car may not be ready that night I wouldn’t have left the car and rescheduled. The lot is a nightmare. Always over crowded and all this company cares about it how many deliveries they can make. Service is put on the low priority list. When ordering the vehicle the process was just as bad. There was an issue with the paper work which was spotted after I already took delivery. The bank had no record I had the vehicle and no one at Tesla had a clue what was going on. I had a random employee call me asking for my social security number with zero info. The whole process was so shady. He then asked me to send a photo of my social security card. I refused. He said I could go to the service center and they would be able to take my info which sounded like a safer option. When I got there, again, no one had a clue what was going on and didn’t know the employee who was asking for my social security number. This will be the last Tesla I lease. The car is great but unfortunately everything else is terrible. I’m waiting to hear from the manager but I doubt they will reach out. I work in the same industry and I know this is not how you communicate with a customer. There is zero consideration at Tesla Paramus and everyone working there seems like they...