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November 2023 by Jeffrey Scalia
As stated in work order check tire pressure. Not done 2xBought a new key and got in the car to the old key not working .Had a window regulator replaced. yet the button on the door didn't work because it wasn't plugged in by the tech.
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November 2023 by Anatole Babaeff
Rude and incompetent staff! Misaligned my trunk door. Had to come back 2 times to fix it. At the end they said "we can't do better, this is according to Tesla specs, all Teslas have same problem." Pretty bad message for Tesla reputation. I did not believe this nonsense and went to different Tesla center in Fremont where they fixed it quickly and correctly. Stay away from this shop in Santa Clara!
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November 2023 by Ryan
DO NOT COME HERE if your car has a rattle issue. I brought my brand new model 3 (less than two weeks old) into the shop, the guy smacked the interior around and said "seems fine to me" and had a dismissive 'can't-do' attitude. Then they take my car for a test drive without me or even asking me. Then they tell me "yes we hear your rattles but only on very rough roads, on smooth roads we can't hear it" which was a complete lie. I thought this may have been the normal Tesla experience until I went to a different service center and had the complete opposite experience where they found the interior was not seated properly and actually fixed the issues, and best of all let me drive the car with the technician to re-produce the sound. Seems like your mileage may very significantly with different Tesla service centers, and this Santa Clara one was a garb age experience. Even if you live nearby, I would recommend driving further out to a different service center especially if you have a rattle concern.
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November 2023 by pouyan taqavi
Had an appointment to replace the windshield on Saturday morning and they told me that my car would be ready at 5:15 pm same day and they took my key. Came back at 5, they said come back tomorrow. I came back on Sunday afternoon and they said it’s not ready we text you when it’s ready. The car was done on Wednesday and I went to get it on Thursday morning. They said they don’t have the key. Even though they asked for my key during the first appointment, they said the technician never took the key. After 1 hour of going back and forth, they found the key. Terrible service, I don’t know if the people working here don’t care or they are incompetent, but there is no communication or organization at this service location.
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October 2023 by Truth Integrity
I came last week to get two cards for my vehicle because I knew I had to put it in the shop the following week for body work for a hit and run. Apparently they gave me keys that didn’t work because when I took it to the Tesla approved body work shop they stated the keys didn’t work. I called and asked Irvine why my keys didn’t work and he was the rudest. He kept insulting my intelligence by saying I don’t understand him while he kept cutting me off before I could explain my situation.Update, now I have to drive to the autobody shop in SF and bring my car back to Santa Clara for them to activate my key which I paid for last week. They simply gave me keys that I purchased last week and failed to activate them.Irvine did not have to be rude. Instead of offering real support he told me to make an appointment online. The bad thing is that they didn’t have appointment for 3 days out and my car is at the body shop waiting to be repaired. Because of their error with my key my time of car repair is extended. And they don’t care at all.
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September 2023 by Nirmal N
Problem I had was an internal car trim peeled off on one side and I raised this issue with video a month back. By reviewing this , they said I need to come to service center to see whether it is came off by natural or through external force. If that is by natural, then we will fix it. I got an appointment only today after I had a last min conflict in another appointment 15 days back. I had an appointment today and the person claimed as manager of the center without fully checked the problem or solving the problem, suggested whether I should go for service which need to pay around 200$ just for diagnostic and then extra for fixing. He tried fixing with his bare hand and said that's the max he can do without charging. I said that i reviewed with the customer service and suggested they able to fix it under warranty. He is not listening and even he said that it is possible that I have peeled off, which I felt out of bounds. I firmly believed that my ask is fair and real. He suggested that I can try in any other center . I did the same, I went to Sunnyvale center for walk in and the service advisor asked one technician to review. Within few minutes, technician Mr.Reggie fixed it after seeing something broken inside. Finally I'm very happy for the sunnyvale tesla center. I will give 5 star to Sunnyvale service center.Service: Body & Trim
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September 2023 by kanan hajiyev
Do not go this place. Every times there are charging money to diagnose issue. Which is car is under warranty. After taking money still cannot provide you solution. And giving car back you same condition with same issue. Wasting your time wasting your money. Just lying to you. Almost one year they cannot fix issue which is coming from factory defect. Do not buy Tesla it not safe for you and your family.
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August 2023 by Tom Velasco
This service repair center has the worst customer care service that I have ever experience. I bought the model S plaid in 2022 and there were a few things wrong from the beginning. I couldn’t get any assistance from Fremont where I purchased the vehicle. They kept saying that I had to go on the app to submit a repair. When I asked if they could show me how to do that, they say no because they were super busy and that I would have to look at the videos on the app showing me how to do it. Unbelievable! One would think paying $164,000 for a vehicle there would be better customer service. When I finally did get it and requested a repair for the radio sound coming in and out and the phone through the car wasn’t always working ( people were not able to hear me). The back seatbelt plastic at the base of the seatbelt kept coming off. The trim on the passenger front door was always folding back so you would hear the wind. These things were happening since the beginning when I received my vehicle. I made my first repair request in August and it’s never been taking care of. They said they could replicate the problems that I was reporting for the phone and or hearing the wind noise. They replaced the plastic trim on the seatbelt but it never stayed on. The door trim never got repaired either. They just folded it back of the panel. I had a technician come in June for the same issues and he told me they would replace the door panel to resolve the issue with the door trim at no cost since it has been an issue before. The technician also herd the issue with the radio and said that he would note the problem. Today I dropped off my vehicle and I was assisted by Eric who said that he was one of two leads which is like a supervisor/ manager he said that I would be charged for the door trim since my vehicle one year warranty was now expired. When I mentioned to him that this had been a problem from the beginning and that I had requested a repair since by in August of 2022 and Eric replied that that request was for wind noise. I told him of course because the door trim was covering on the side. He again told me that I would be charged for the repair because it was now out of warranty and it was cosmetic. When I asked if there was someone above him he said no. I said there has to be a grievance procedure for unsatisfied customers and again he said that he had a supervisor, but they were not accessible to customers. I find the customer service for Tesla customers is the WORST!!!!! I would not recommend anyone ever buying a Tesla especially if you’re not tech savvy because you’ll never get any help from a living Tesla employee. I very much regret buying this Tesla and would never buy another. If you have another choice for a Tesla service center DON’T go to 2801 Nothwestern pkwy in Santa Clara. They are the WORST!!!Services: Electrical repair
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July 2023 by Me
So far so good..…Had my glass panoramic roof replaced because it cracked. Took them only a day to get it done. Everything went smoothly.My only gripe is they don’t offer any shuttle home :/ ..I mean you purchase a $60k vehicle you figure you would get these small perks !. Had to Uber home.Even my sister, who owns a used $17k Kia Rio gets a ride home while get service done .Just an honest opinion, I’ll be back … with a ride home next time.
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July 2023 by Manini Gunjal
Really good service, I told them the issue diagnosed was present even when car was in warranty ,showed them old appointment details and they waived the battery system repair fee. The fix was done quick and they did provide a loaner too.
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June 2023 by Alice Kumamoto
Extremely poor communication and customer service. They contacted me to offer me an earlier appointment. I accepted their proposed time and arrived on time for them to tell me the person would not be in today to do that service. I brought my car in again and this time confirmed the person was there first. They said it should be done in a couple hours but they’d set pick up for closing time and contact me when it was done and agreed to charge it. I contacted them 9.5 hrs later to see if I could pick up before they closed. They responded 15 min before closing that no it’d be 8, and then I was contacted after 9 pm that it was ready and hooked up to supercharger. I replied right away it still in service mode so I had no control of the car and to reduce the charge limit from 100. My car was charged to 100% which damages the battery and then their app wasn’t working to pay but they wouldn’t let me take my car and I was finally losing patience because they had set me so far behind schedule by promising to have my car done the day before. They said I could pick up my car whenever but I don’t know if that’s true because it was in service mode. So I waited until morning to go get my car. Also there is NO way to contact them except through app messaging. So you can’t call them unless someone gives you a number. The people were all nice but the whole experience was incredibly inconvenient and frustrating. Also, whenever I took my cars into dealerships for services they always washed it. Not here. I even regret asking for them to charge it since they charged it to 100% on supercharger.
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June 2023 by Reed Welch
Dubois services.I was there to have a flat tire repaired.They convinced my me to replace all my tires and never told me the reason for the flat tire.They recommended replacing some suspension parts.I took this to my local Tesla service center, and they couldn’t find anything wrong.At the end of the day, I paid over $2000 for a flat tire. But do have new tires all around, even though previous tires only had 28,000 miles.I don’t plan to return to that location, since there’s others that are more customer friendly.
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May 2023 by Yeh Dexter
Avoid, avoid, avoid !!! Do not visit here for any services, I'm here at the end of March for a vibration issue with the tires, they charged 280 for diagnostic and tire rebalance, but the issue wasn't addressed!!!! My car was still vibrating when driving. So I scheduled another appointment right away. And this time their "chief technician" went for a test drive with me and we felt the vibration when driving on hyw 101 ... but he said it's within spec and he had the same model that vibrates in the same way ....then started asking me to pay a diagnostic fee if I would like to have them repair this issue. What the heck is this, your service team didn't address this issue with my first visit and now you are asking me to pay again? And the representative said go to another service center to get help! What a rude service! Don't come to this place you will be disappointed, they don't have the skills to fix problems. Avoid! Avoid! Avoid this service center!
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April 2023 by Zeyad
If you don’t want to be gaslighted, lied to and charged for under warranty repairs, stay AWAY from this service center. Staff was extremely rude and told me my seatbelt chime not working is normal and due to a software update (lie). They refused to fix my car that has been pulling to the right (reported to tesla on delivery day) and still under warranty claiming it is driving as intended when I showed lots of proof that it isn’t (had 7 alignments done, 2 by tesla). Noah the manager has promised multiple times to follow up and never did. Escalated it to the 800 number only to be told im at the mercy of the service manager. My last resort was to contact the BAR to file a formal complaint and get my lawyer involved. This is my second Tesla and I Loved my car but regret buying it because of the shady company tactics and the grimey, gaslighting people we have to deal with. They are trained to gaslight people to get out of warranty repairs. Not surprising from a company that hires felons to meet sales goals. They have no desire in repairs only sales and good luck getting any answers once you take delivery. I would give 0 stars if I could.Services: Electrical repair
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April 2023 by Sebastian Stolarski
I love my Tesla Y and had it just over a year my spoiler started to look like it was coming apart and I took it in for warranty and was told that's no a manufacturing defect.I thought that the service advisor was joking for a second but it turned out that he's serious.
