Tesla San Francisco - Van Ness — Local services in San Francisco

My husband and I visited the Tesla location @ 999 Van Ness in San Francisco, CA in hopes of placing an order for a Tesla Model 3 Performance. When we entered the showroom, there were 2 male and 1 female salesperson sitting at the table peering into laptops. We were not greeted, so decided to ask the female salesperson for assistance. She responded "ok" but never moved from her seat to assist us. After about 10 minutes, one of the male salesperson approached us and informed us, a different salesperson would be helping us. We inquired why the female salesperson could not assist us. During the conversation, the female salesperson approached us. She failed to apologize for her lack of response, so I asked for the manager on duty. She informed us, she was the highest level of management in house. I did not want to work with her due to her lack of customer attention and concern. We decided to contact management about this. While asking another associate(service) for a manager, one of the male salesperson approached my husband and I with a security officer. This made us feel unwelcomed, profiled, and as if we are unworthy of business with Tesla. The service associate ensured the security officer that "everything is ok" and he finally walked away from us. The service associate informed us both the manager and assist manager were not in house. However, he kindly attempted to reach out to them both via email. After waiting for almost an hour we decided to leave. This location should coach their employees on the importance of valuing the customer from the moment of arrival. This experience has us revisiting whether or not we should...

I would give this place just one star but I gave an extra one because they actually do the work at a timely manner and the place was nice.

One star because the customer service is so bad. This is my second time getting my car repaired, first time at this location. Pulled my car in one morning at 8:15 and wad greeted with a worker. He got my account up and broke down the pricing, I was going through with Tesla insurance and it did not cover my cracked screen (which I thought it did). He told me “I can start the repairs and you can just figure out the payment later.” I was taken a back so I said okay and asked when it will be done. He said by end of day same day. I could not get a hold of my insurance adjuster so I messaged the service advisor through the app to cancel the screen repair but do everything else.

Fast forward to me picking up my vehicle, I walk in, about 4 workers at the desk (check in area) and a couple workers just around. No one acknowledged my presence until about 5 minutes later. The worker pulled up my account mumbled what they did to my car as if he was just reading it to himself. Asked me if using the card on my file is okay, walked me to my car and told me I can exit. No walk through, no customer service.

Later on the day I noticed they overcharged my card so I immediately try to call them. I was put on hold for over 40 minutes and then THEY HUNG UP ON ME. I called back 2 more times, both times hung up. Last time I call I get an answer and explain I was overcharged, he reviewed it and confirmed it. He apologized and said he’ll take care of it...

Unfortunately I had a super negative experience with the service center here. I have been experiencing a weird issue with my Model 3 which has occurred sporadically where I put the car into reverse and after I go back into drive, the mirrors which auto tilt for reverse downward don’t go back to the original position when the car is put back into drive. It’s Saturday afternoon and I brought the car in on Thursday afternoon. They explained they may need to keep it, don’t have loaner cars and would be issuing me an Uber voucher. They said the voucher was for $200 but to contact them/they would contact me the next day. Yesterday I sent them messages in the app. Didn’t get an immediate response. Got something in the messages later that said it was ready for pickup. Then, today I received a call from them saying the car was ready and I could pick it up. I was in Redwood City at a work engagement but figured I would dash back to SF and get the car. I took Caltrain back to SF and when I was on the train I went to order an Uber to get to the service center. It said that my Uber voucher was canceled. Whaaaat?

This unfortunate experience leads me to seriously rethink the solar situation (Tesla; feel free to look up in my account and see that I recently looked into getting panels and a backup battery on a property I’ve got in Sonoma county… most likely followed by some other properties I’ve got). It is sad that this happened as I was really a raging fan of the car and company in general. This just felt like some super...