Tesla Peabody — Local services in Peabody

Tesla Peabody’s sales and service leave a lot to be desired - but, it's not the dealership's fault - they are doing the best they can. The people at Tesla Peabody are good people working in an unreasonable situation. Read on...

To meet demand, Tesla ships as many Teslas out of the factory as fast as they can, and then addresses poor build issues post-sale. Leave it to dealerships like Tesla Peabody to undo defects from the factory. Paint chips (me), dents, misaligned panels, misaligned tires, trim damage (me), electronic issues, etc. Not every Tesla has issues - but if you read most auto pundits and automotive reviewers, Teslas are at the bottom of the rankings in quality/issues. As a new Tesla owner, you will need service or support in some way. My Tesla arrived with minor paint and trim damage. I made an appointment to address both...

After having my service appointment cancelled and rescheduled (twice) by Tesla Peabody, I finally was sitting in the (sad closet-like) space Tesla Peabody dedicated to its customers while they waited for service. I could hear customer after customer arrive for their appointment (some from hours away) and argue/complain to the service desk - who could do nothing but try to explain that they were overwhelmed and doing everything they can. The demeanor of everyone in the waiting area was similar to a dentist's office.

To kill time - I walked around. There were a MANY Teslas from NH and VT. I watched other new Tesla owners take delivery. Two new owners found issues/damage (not making this up) and their excitement turned to frustration as they went inside to ask a sales person about how to address. Like me, one month prior, they were told "simply make a service appointment in the app and it would get fixed!"

A little over two hours (not bad) after I arrived, my Model Y was parked out front with a new window trim piece installed… I went to look at the repair and saw that I had new damage to my paint where the new trim had scratched the door during installation. In addition to that, I found a spot on my dash where something sharp had gouged it. Adding insult to injury - they didn’t even bother to wipe down the new piece of trim. Adhesive glue and greasy hand prints were left all over it. Bottom line, they fixed one issue and somehow left me with even more damage than I started with. Really disappointing.

Tesla Peabody exists in an old Sears Tire store that was never meant to be a car dealership. It’s a tiny building on a tiny lot with almost no parking. Getting out of the lot from the main entrance/exit is a near-death-experience via a blind corner that is dangerous to exit from. The space they are trying to operate out of is awful given the number of customers they have to support. Two service people and a waiting area the size of a closet can’t accommodate the volume of repairs that are coming in from four states (there is currently no Tesla dealers in VT, NH, ME). To keep up with volume, the technicians have to turn around repairs so fast, there is just no way they can take the time and care needed to do the job right/carefully. It’s a mess.

Before I bought my Tesla, I read about their build quality problems (along with these Google reviews here - of Tesla Peabody) and knew what I was getting into. I still chose to give Tesla a try and push through any initial problems. It’s a great car and very fun to own/drive. I’m sharing my experience not to dissuade you from buying a Tesla - I love mine and would buy one still. BUT go in with your eyes wide open and understand the tradeoffs you are making. Basically, with Tesla, you get what you get and you don’t get upset.

Tesla - if you are reading this, get your Tesla Peabody dealership a better space to operate out of and more people - and fix your build quality issues. Other EV manufacturers are catching up way faster than you think. You'll be just another poorly made vehicle when customers go to EV manufacturers that still understand - it’s about the customer and the relationships, not the...

I've been die-hard Tesla since 2012, saved up to buy a model X in 2018, a huge decision I do not regret, it is the best car I've ever owned. The main point of this review is: It is devastatingly sad to see the whole of Tesla, and Tesla service fall from grace in the past 6 years. At each visit I've noticed decreased communication and employee knowledge, increased employee stress levels, more evasive communication, outright lies, and lack of interest in addressing actual concerns. It seems they want to just get paid with as little interaction as possible, and get you out the door. My recent Peabody service center experience seems indicative of the overall Tesla brand devolving from an elite/top tier EV maker. At this point I would much rather go to a local shop for repairs where they actually take the time to discuss my concerns. Due to these experiences and company leadership, I have decided to get rid of my Tesla. I won't be a customer anymore. Read below for my recent experience. I needed to have my windshield replaced on my 2018 model X due to a stress crack. There was also a crack on the top trim glass between the falcon doors and windshield. This is the 2nd time the windshield has cracked due to this issue, and first time for the top trim glass. The other stress fracture happened 3 years ago in the exact same spot and was covered under warranty. Now with these most recent cracks I was starting to become concerned about the excessive flexing, and integrity of the frame so I scheduled my appointment, took my vacation day, and confirmed via messages in the app that the work could be completed in one day. I was told yes, everything could be done in 1 day. When I dropped the car off, the service check-in tech did not say anything to me as I approached the desk, he looked very busy. He looked up, but didn't say anything, so I said I'm checking in for service. Only asking my name and saying nothing more, he went outside, took pics of the car for some reason (never did this before), checked me in, but didn't ask me any questions or get any other information and gave me an estimate of 3-3.5 hours, said I'm all set and sent me on my way. Also, I found out that Tesla no longer offers loaners (unless kept overnight) or Uber credits so we were on our own. This is the first time I've not been offered a loaner or Uber credits in 6 years of getting service. I was surprised to learn this, especially on a multi hour $2500 repair. Anyway, I quickly got a call saying they could not complete both items in 1 day (even though they confirmed it could be prior to the appt), as there was a lot of work required and they needed to keep it over night. That was not an option for me, so I had them just complete the windshield. When the work was done, they billed me for the replacement because "the glass tech found an impact point". The impact point they are referring to was a chip which was 3ft from the stress crack, which happened 2 weeks after the stress crack formed. I have no way to prove this to them, and it is their word against mine, so whatever. After a few rounds of back and forth, the only thing they would say was "the glass tech found an impact point". They assumed I cared about the money ($2500 for a windshield?), but it was either going to be warranty deductible of $250, or an insurance deductible of $250, so I didn't care. I was mainly concerned with why it kept cracking, but they would not address or help me understand why it keeps happening. They wouldn't even acknowledge the previous crack, even though there is a warranty service record of it. Now, to fix the trim glass, they say all glass isn’t covered by extended warranty anyway, so it doesn't matter. Why go through the whole process of lying about the cause of the windshield crack if it’s not covered anyway? And why didn’t they say that before? It just seems that no one has any idea what is going on here, and that seems to ring true all the way to the top. Due to this and MANY other obvious issues, I’m done with Tesla….it’s been a fun...

Worst customer service ever. Lack of communication. I had a delivery appointment, and as I was preparing for the delivery, I had many questions that went unanswered. I would get plenty of reminders from Tesla to do this and that and at the end, it'd be signed off as "Reply for assistance," yet when I asked for assistance, I would get no reply. I tried many times to call the center with no answer at all. They were inflexible with appointment times, but they only gave me one appointment date anyway, and I was working that day. I tried to reach out several times about this problem since it is hard for me to call out of work or swap a shift with coworkers, but again, I could not get into contact with anyone. On my app, it said I had completed everything, yet as I was on my way to my appointment, someone from the dealership texted me LAST MINUTE, 30 minutes before I had to be there, requesting our license in order to finish up delivery documents. Why was this not requested before the appointment? When I finally got there, I was told my purchase was on hold due to me not submitting some things... Why was I not told about it beforehand? My app said I had completed everything so how was I to know that I still had some stuff to do? I asked how long would it take for the documents to be finished, and the person told me about "half an hour". We waited, and another person came out asking for more stuff, then told us they were just finishing up the paperwork and it wouldn't be too long... So we waited and waited, but no one came out to update us on whatever else was needed. A couple of hours passed, and I asked how much longer would we have to wait, I was very confused. The person came out right away with our paperwork, basically blaming us for forgetting to submit some other things that the previous person didn't tell us about, but no one had told us what we needed... Even when I asked, how could I submit the right things if no one answers the text messages or phone calls?! No guidance or help at all. We came in the morning, was told it'd be a half hour wait to finish up documents, but were forgotten about till the afternoon because no one bothered to update us. Sure, the delay was partially my fault for submitting the wrong stuff but if there were a better way to communicate with the staff then none of it would have happened. As I was waiting, I watched how the staff dealt with other customers, and I was not impressed. I wouldn't want to go to this particular place again. There was only one helpful person, but I was very annoyed with the...