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March 2024 by Byron M.
I just purchased a new Tesla and I had extraordinary customer service from Emilia, at the Agoura service center. During the process, I spent a lot of time with her, looking at the new X and Y models. Superlatives fall short of trying to describe her. She was patient and generous with her time. She was an expert and extremely knowledgeable, especially with the differences between the X and Y, and the changes over the years. She was honest and straightforward. She was kind and seemed to have endless time to address my endless list of questions while I was facing this large purchase. Emilia is the epitome of what a Tesla sales representative should be. Her personality and skills are a fantastic reflection of Tesla as a brand. Go see her and see if my review is if anything, understated.
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February 2024 by Victoria D.
I love my model Y. Recently, it has some weird noise issue, and I brought it here for service. Friendly staff and great service, plus it's so close to my house. My car stayed at the place a couple days for inspection and service, and I received a loaner with full self driving and free super charger. I was stoked as I have been wanting to test the full self driving. Anyway, got my model Y back and the issue was fixed. Still under warranty so I don't know how it is when it's out of warranty. Hopefully service will remain great.
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February 2024 by Billy M.
Ahmed was very friendly and informative and a wonderful person to do business with. I will definitely be sending people his way! Excited to get my Tesla Model Y tomorrow!!!
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February 2024 by Carl J.
A very good service center with loaner cars and excellent communication. Our car had a complete meltdown and wouldn't drive at all. Luckily it happened just a few feet away from the house and we managed to get the car back into the driveway. We had to use Tesla's roadside assistance, and they were very efficient and prompt in service. Less than 1 hr later, we had a tow truck and the car went to Agoura Hills on a flatbed. They kept the car for a few days, stayed in touch very extensively via texting (thank you Sydney!) and the car was repaired and delivered on the appointed time. Highly recommended!
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January 2024 by Emmanuel F.
Got my Tesla Model S serviced at this location for suspension service. I asked them to investigate a rattle/noise in the front suspension. I also told them that i get this strong clicking noise during hard acceleration. They looked at the noise in the suspension but not looked at the clicking noise during hard acceleration as i requested. The noise they identified it and said it was coming from the air suspension. Well, i got my car back after repair the car was and full of dirt as if they went hiking prior to getting in the car. The noise is still there after spending $1600 on driver side air suspension replacement. They told me i should also replace the passenger side and i am glad that i didnt. I checked the worked area and notice the liner on the frunk driver side is all scratched up. I also complained asked about the yellowing on the MCU. One person told me i have to replace it. Another told me they treat it with UV and sometimes done in good grace. When i talked to Ed he seems to quite know more about their repair shop capability compared to the person helping me. I wonder if you can request for him when you take your car there for service. If you love your Tesla and dont want it to get it all scratched up, take it somewhere else. If you dont care about spending your money and getting your car all scratched up then take it there.
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November 2023 by Ben K.
Updating my prior review, after reaching out to management via LinkedIn, I received a callback from the regional manager (David Colon). He is a true professional: great listener, empathetic, and certainly seeking to retain what has been a long-term relationship with a two-time Tesla customer. He agreed that Tesla would take responsibility for the repair, and also gently suggested I consider taking advantage of their free supercharging for life of which I qualify as rollover from my present vehicle. He is a great advocate for Tesla, and his intervention has returned my faith in this company.
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October 2023 by Wyn F.
Had some issues with my steering wheel and tires so I called in and was directed here. Luckily they're open Saturdays and it was a show day. The guy that helped me named Stone was awesome! Being part of the fellow unique name club it was a given though He got me into a loaner during the repair and it even ended up being fixed entirely the same day. Seriously I expected to have quite the headache getting this taken care of and he made the entire process the smoothest I've ever experienced with car troubles. Will definitely be coming back in the future if anything is ever needed. Top tier customer service skills and Stone you're the best!
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October 2023 by Ali K.
Brought my Tesla in to this location on 10/25 to get the battery replacement and they issued me a loaner car, I then received notice on 10/27 my car was fixed and ready to be picked up. On 10/27 when I came to return the loaner and get my car I noticed the mileage in my car has decreased, so I had brought up my concern with a employee named Kristy who was very unpleasant and condescending and did not answer my concern fully. After I left this location I noticed this employee messaged me in my Tesla chat accusing me of leaving the loaner with a " strong smoke smell" and that I would be charged $200 for this, this is absurd and impossible considering I don't smoke of any kind and even had my car seat for my baby in the loaner to drive her around. I then returned to this location to speak with the manager about this accusation and was met with a manager named Bryan who did little to listen to my concern or feelings, and continued to keep up this accusation of me smoking in the loaner even after I explained it was impossible and asked him to prove his belief to me. He claimed several other employees noticed this smell, and that they all believe I smoked cannabis in this car. With no proof and no listening to their own client he continued to accuse me on a ridiculous basis. I told him he and his employees gave me the worst customer support I have ever received in my life, and I expected better from Tesla and only then did he offer to make me a exception and waive this smoking smell fee , despite me not ever smoking in this car because I'm not a smoker of any kind, and they had no factual or real evidence to back up their accusations. I truly and disappointed with the service and treatment I experienced in this location and will never return to this service location again and will make sure to tell all my friends and family who owns Teslas to do the same. Tesla should do better for their clients and look at these reviews this location are getting because it's obviously showing a major flaw in your employees.
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October 2023 by Adam H.
We have a 2012 Tesla S, it has quite a few miles on it, but honestly trouble free. We have been to this location a few times for hardware upgrades, a few hiccups with the service center but overall nothing to complain about.
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September 2023 by Kenan K.
I recently had the pleasure of working with Ahmed while searching for the ideal Tesla Model 3, and I can't sing enough praises for his professionalism, knowledge, and kindness. Ahmed went above and beyond to ensure that my car buying experience was not only smooth but also truly enjoyable.From the moment I stepped into the dealership, Ahmed greeted me with a warm smile and a genuine eagerness to help. He took the time to understand my specific preferences and needs, patiently listening to my requirements for a Tesla Model 3. His attention to detail and understanding of the different features available truly impressed me.Ahmed's expertise in the Tesla lineup was exceptional. He effortlessly guided me through the various options, explaining the differences between models, trims, and packages. His extensive knowledge not only helped me find the right Tesla Model 3 for me but also provided invaluable insights into the benefits of electric vehicles.What truly set Ahmed apart from other salespeople was his genuine care and commitment to ensuring my satisfaction. He never pressured me into making a hasty decision, always giving me the time and space to explore and think through my options. Ahmed's patience and understanding made me feel comfortable and confident in my car-buying journey.Throughout the process, Ahmed maintained excellent communication, promptly responding to my queries and accommodating my schedule for test drives and consultations. He consistently went above and beyond to provide me with all the necessary information, ensuring that I had all the details I needed to make an informed decision.Thanks to Ahmed's efforts, I am now the proud owner of a Tesla Model 3 that perfectly matches my needs and desires. His dedication and genuine passion for helping customers find their dream cars makes him a true asset to the dealership and the Tesla brand.I wholeheartedly recommend Ahmed to anyone looking to purchase a Tesla Model 3. His expertise, kindness, and exceptional service make him the go-to person for a seamless and delightful car-buying experience. Thank you, Ahmed, for your invaluable assistance!
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September 2023 by Alexandro S.
I needed service on my car due to some interior issues with my back seats and I can't express the amount of help I got from this service center. Many people assisted me. One of those people was Katie. She was would be updating me on my car status, she was able to get me a car for the meantime while my car was being checked on. I do believe a lot of the peoples services's are very postive, but it's always a hit or miss with the cars as I did have to use a Uber once, which was my first, but luckily they gave me a voucher and I didn't have to pay.Would definitely recommend coming to this Tesla Service center for any Tesla issues. Great service, great communication, great people. If you're planning on coming for service and you were expecting to get a vehicle, make sure to let them know ahead of time. They are able to sometimes put a vehicle aside.
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August 2023 by Shawn B.
I took my 2021 Tesla Model Y Performance for a service message that popped up for my safety restraint system. Being a car guy I had a pretty good idea as to what the issue could be but had no way to diagnose it. Made my appointment through the app as usual and had heard bad things about this location but went ahead with it. Not only are they extremely backed up. I figured whatever it was could be fixed in a couple/few hours and I would just hang out and wait for it being I had an appointment and all and didn't figure it would be a big issue to resolve. I get there and I'm told I'm going to have to leave my car for 24-36 hours and they gave me an Uber voucher to use while I didn't have my car. They did finish the car same day although I missed the message when it came through just after 4:30 in the afternoon that I could come and get it. I saw it in the morning and got ready to go pick it up. Not only did I have an issue with no one with Uber wanted to make a quick almost $30 for a 10min drive and waited for almost 30mins trying to get someone to commit to picking me up. That was the start to a bad day and had to have my mother in-law take me. I get there, car is done, they release it to me and I think all is fine. I get near have way home and realize I hear something making noise on the all weather floor mats behind my seat. I reach back and pick up two large bolts. I immediately know what they are and push on the passenger seat to realize it was not bolted back down! If this would have gone unnoticed and something would have happened someone like my son or wife could have been seriously hurt if not killed. I was livid!! I turned around and went back and pulled right up in front. I opened the passenger door and lo and behold the other two bolts are laying on the floor mat in the front. So not even an attempt to bolt it back down. Then I realize the seat belt wasn't even reattached to the seat! Are you kidding me!?! I went back in and told the guy I had been dealing with that there was a serious problem and asked who releases the cars after they are serviced. He looks up on his computer and says just the tech is the only one and asks why I'm asking. I slammed the 4 bolts on the counter and told him my passenger seat wasn't bolted down and the seat belt wasn't even attached. They resolved the issue and apologized even though they knew it wasn't going to do much good but let me watch the tech bolt the seat down and attach the seatbelt back to the seat. Fast forward a couple of days and I get an email from KATIE SPALLIERO who claims to be a supervisor at this location and wanted to check in to make sure I didn't have any concerns. Haha. I responded immediately to her email and told her the situation. Here it is nearly two weeks since I replied expecting to get a response and even sent a follow up email telling her I was surprised at that point that it had been a week that I hadn't heard back from her and still nothing. My advice is to go over the hill and go to Camarillo or anywhere else for that matter. It's a complete and utter joke as to how things are handled there. STAY AWAY
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August 2023 by Eric E.
I'm not sure who to be more upset with. Tesla's policies, the customer service team, or the technicians.Let's start with Jared, who was my main POC. I have to agree with the review below me that Jared is very professional and communicative. I want to make it very clear that my review is strictly coming from a customer service perspective, while open minded to how horrible Tesla's policies are (this definitely ain't no chick-fil-a).I had a total of about five problems. Two of those five problems were very critical to me and unfortunately those were the ones that fall under Tesla's 'Proof is in the Pudding' policy, which is 100% reliant on the customer service reps (such as Jared), who stated that someone from Telsa must physically be in the car to replicate the issue as proof. Otherwise, Telsa won't even bother look into it.I've worked in a number of industries that solve problems that were either 'By the Book' or by going 'Above and Beyond.' I have no problem with either book of business. Regardless of business model, I start to have problems when there is a lack of transparency and/or honesty.I took a test drive with Jared. Long story short, he was not able to hear the loose screw bolts rolling inside my door panels, yet... I was. Basically, I was not able to replicate the issue twice. To give a little more context, it takes a hard stop to hear it. It also takes a sharp turn at high speeds. So being the open-minded person I am, it's understandable that my issue is not easy to hear. But let me get to actual issue....I asked Jared, well... what do we do from here? what are the next steps from this failure of a test drive? His words (paraphrased):1) A customer rep MUST be in the car to verify and confirm that the issue exists. Recording the issue on my own DOES NOT suffice. 2) When listening to any issue that is audible, we need to drive at very safe speeds. 3) Feel free to bring the car back and we'll try to hear the same issues. No need for an appointment. Overall, I wasn't impressed with his response, but I still wasn't upset it either. I just annoyed with his inconvenient solutions at this point. They really pushed my buttons when I spoke with another customer service rep (filipino-looking), who was MUCH MORE HELPFUL and gave me the convenient solutions that I wanted to hear. More importantly, his solutions were reasonable and made a lot more sense from a customer standpoint.1) You CAN record the issue. Then I thought, well why would Jared tell me that I couldn't record in the first place? The Tesla app is very intuitive. Why not just record it, send it to Tesla and boom, their technicians should be able to diagnose it right away! Jared's initial response just made no sense!2) I SHOULD make an appointment. I don't know why Jared would tell me that I don't need to. If you think about it, Tesla service centers get VERY busy. Why would I walk-in and choose to wait hours behind people who made an appointment? Again, where's the logic here?Thought I was done? It does not end there. I got an update from my Tesla app saying that the technicians were unable to reproduce any of my audible car issues. I finally picked up my car, where I was able to reproduce the static sound coming from my speaker AND the loose bolt sound literally the same day. Obiously, now I have it all recorded without having to rely on incompetent people. I'll definitely be going to a different location that has consistent communication across each of the customer service reps. On top of that, water marks were left ALL OVER my car. At this point, these guys really do not give an F. So thanks, but no thanks Tesla at Agoura Hills for fixing less than 50% of my issues and leaving me additional out-of-pocket cost to get my car detailed.
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July 2023 by Don G.
Brought my Tesla S in today for a routine service visit. Sydney was my service advisor and she took great of me. She is great about making sure the work is properly performed and keeping me informed of the service progress. I highly recommend this Service Center and Sydney in particular.
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June 2023 by Jasmine M.
Staff is friendly enough with some knowledge. One person kept countering my complaints. I just wanted my car fixed not excuses or that "it is supposed to do that". It is a brand new car and I do not expect it to have any problems. I have bought new cars before and there are rarely any defects.Issues:1) Passenger door would not shut properly unless you gave it a good shove.2) Trunk liftgate was misaligned. I thought this was significant.3) Glove compartment light was inoperable. I finally got it to work but I had it checked out anyway because it was inconsistent.4) Back seat was not gliding all the way back. They could not replicate the issue so nothing was done. It is up to the consumer to monitor.Received my vehicle "clean" (there is wind and cars get dusty in this area). Looks like every issue was addressed. I am not completely satisfied with the way they realigned the trunk's liftgate.During the time my car was in the shop, they provided a loaner. I was told this car was clean on the inside but they did not have a way to clean the outside. The car smelled of smoke (smoking is not allowed I loaners), some surfaces were sticky, and windows had haze on the inside. Their definition of clean and my definition are two different opinions.Overall, I would go somewhere else but it seems that all Tesla repair facilities have the same kind of reviews. It is amazing that the showrooms and staff are 4-5 stars but getting things fixed on a new car and waiting 2 days? Not sure I would ever buy another Tesla. Customer service should have been epic for a high end car. My Japanese brand car gets better service.
