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November 2023 by R B
After 8 years of driving a model S, it's a fun car to drive, with good technology. But...the Service aspect is a disappointment!!!! Can never get ahold of service center rep. Its all through the app, even through the app, its hard to communicate with the service advisor. The car never gets looks on the appointment day. Service centers are not everywhere and they don't give out loaner cars. Last service, service center said parts would take a week to get in. Checking back to see if I would get the car back by a certain date, service center said the parts are now going to take 2 additional weeks. Somehow the parts came in before that, there was ZERO communications saying that the car will be done on this day, so I can plan to have someone drop me off at the service center which is 3 hours away. The car was clean when I dropped off the car, picking it up after 2 weeks, had bird droppings and dust all over. Its unfortunate that there is no other alternative.Tesla can get away with this level of service since there is not much competition to the model 3 or Y. Feeling is at all tesla cares about is selling cars. Hell that's why they slashed price on the Model S by $25,000 !!!! Overall, fun car to drive...but servicing the car is really really disappointing.
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November 2023 by Barry Purdue
This is my Tesla's third visit to the service centre in a year. Each time I seem to get the car back and not a lot's been fixed. The technical standards are very low. They happily sign off issues that should not be issues, with the wording fleet standard. This most recent visit I reported loud banging from the trunk lid when going over bumps. They confirmed this and found a broken tail light. Normal engineering practises would lead you to investigate why the tail lamp broke. They didn't they just replaced it and sent me on my way saying the rattle is still apparent over large bumps fleet standard. Being an aircraft engineer I attempted to fix it it took me no tools a couple of drops of water and 5 minutes to discover that three of the four rubber stops were not in contact with the pads when the trunk was closed allowing it to move. A number of other concerns could not be replicated on a test drive yet these are known issues that I spent time investigating and even provided them with some fault diagnosis. Again because they couldn't replicate them just sign them off they're still there. Communication was okay as long as it was initiated by me. I cannot believe they do not have a system for booking in and out loaner cars this is Tesla how is this not automated? My car was due to be in for one day I got it back a week later luckily I managed to get a loaner. They really need to try harder these are not cheap cars when a customer expresses a concern it should be investigated some of these faults manifested after long drives therefore I understand that cannot be conducted in a short test drive but if you aren't going to believe your customers then your credibility is going to slip. The fact that my wind shield wipers are crazy was just put down to them still being in beta software. How long have Tesla been around and still they can't get windshield wipers right. Basic engineering standards.
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November 2023 by Pur Aqw
Tim and Sarah seem like nice people, but they’re clearly very busy. As another stated, operate in pure chaos.This means you don’t get the attention you deserve, and mistakes happen, replies are slow and sometimes non-existent unless you multi-message.They botched my registration and had to send me 2 packets, first time they asked for my address, which I provided them, (I’m military, I don’t live in Florida currently), but 2 days later they then had to send me another packet, because they forgot something, and they sent it to the address in Florida.I get that you can’t keep track of every one and looking at registration address is easy, and I texted them about it and it took 5 days to get a response.I took delivery of my vehicle 2 months ago and I’m battling this..
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November 2023 by matt campbell
Sara and the TESLA SALES and TESLA SERVICE team are amazing!! I would give them 10 stars if I could her communication was top notch and professional. Anytime I called or asked for info she communicated well. She was sincere honest and always genuine. She greeted with a smile and was already ahead of what I was going to ask and let me know every step of the way were the model y was. This is my second TESLA I love ❤️ the car. See Sara and the folks for any sales needs or service I recommend them highly.!
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November 2023 by William Fix
Given the fact its hard to hire people nowadays, this team of Tesla Electromechanics does the best they can do to meet customer satisfaction. Manager opened up the employee lounge so I could work while I waited. Top notch service. Even though it was busy, windshield replacement took 2 hours. Friendly and helpful staff. Complimentary coffee.Folks need to communicate using the App and be on time for the maintenance, be patient and you will be satisfied.
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November 2023 by Kevin Berrigan
Sara was very helpful and friendly.Delivery was very efficient and quick. Way better than a dealership.Car could have been cleaner.
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September 2023 by Jacob Western
First and foremost, Sarah is amazing. She's clearly doing the work of 5 people at once and is still able to tend to everyone and answer all questions.First impressions of the service center is that it isn't customer focused. There are 2-3 seats for people to 'wait' in, which is the reason for 4 stars.
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September 2023 by Matthew McKnight, MA, LMHC
5 stars for Sara who was singlehandedly doing the job of 4-5 staff by herself on a very busy Saturday. Deliveries, sales, demo drives, customer inquiries, technical issues, and so on. I'm a big believer in Tesla's mission, but don't burn out your current talent by stretching them too thin. I felt so bad for her. Watch some of the video footage from today to see how ridiculous this is. Hire more help.
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September 2023 by Phillip Byram
I've owned a Tesla for 2 years (just bought a second one for my wife) and this service center has pretty consistently been one of the best things about it.Always communicative and professional and they go to great lengths to be accommodating.
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July 2023 by K Cheatom
The service center was well run, quiet and clean. The personnel were professional and FAST! In and out in about 15 minutes with parts needing replacement. Vehicle was brought in and serviced immediately with the parts on hand. Far better than the Ram and Ford service centers I have dealt with over the past decade. Definitely recommend the Pensacola Tesla service center.
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July 2023 by Doyle Carpenter
Went in for a test drive, all of which was setup online, super easy experience, didn't have to deal with a single person, my only complaint, the vehicle smelled like someone smoked in it prior. Other than that the experience was excellent, hoping when I get ready to buy I can have it delivered to that location and not have to drive to Jacksonville.
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May 2023 by Anatoly Spencer
After i had some issues with my Tesla, i went over to the shop and talked directly with Tim a manager there and he was fantastic - helped me come to a positive conclusion. Tim is the MAN - highly recommend him and his team.
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April 2023 by Danny OHarrow
Just delivered my 2023 Model Y to the Tesla Maintenance team. Very courteous and professional reception during delivery. They are still working on the car to resolve a battery charging issue and I do not know what service is required yet. The Tesla service folks provided a loaner car, a Tesla Model 3, while my Tesla is being serviced.
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March 2023 by Chris Rankin
I only give it four stars because they don’t have a waiting space.The good news, they do offer, Uber vouchers, and there is a first watch roughly 3 to 4 minutes from the Tesla Shoppe.The staff met me outside, got me, checked in, took pictures all the way around of my vehicle, validated that my appointment, and what I was having performed, door adjustment, and then offered a Uber voucher so that I could go and enjoy breakfast.My suggestion to Tesla, the business is growing, you need to find a larger space, including a show room, and waiting room.I love my Tesla, I love the company! Great product.
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February 2023 by Emily Montes
Service was fast and communication in the app was efficient, but PLEASE be aware that many of your customers are driving from quite far away for service to this location. Even without a supercharger, you could do the courtesy of plugging the cars into your 110V chargers so we can decide when we can have enough charge to make it home or to the next supercharger. Waiting for an hour to have enough charge to get to a supercharger for an hour and a half drive home is truly awful and almost makes me want to go back to a gas car. And as a long time Telsa driver, I do not say this lightly.
