Unfortunately, this has been one of the worst experiences I have ever had purchasing a vehicle…read more
I purchased a 2022 Tesla Model S remotely. I found the vehicle advertised on the CarGurus app and started the credit application process there, trusting the professionalism conveyed by the dealership through the photos and videos of the luxury vehicles advertised.
The problems started almost immediately.
First, my vehicle's paperwork was processed for the wrong state, causing delays in activating my insurance and registering my E-ZPass. Even after almost two months, the vehicle still did not properly appear under my name with the Massachusetts RMV. My insurance company even listed the owner as "Unknown Owner" because the registration process had not yet been completed.
Throughout this entire period, I requested updates several times. Most of my attempts went unanswered, and the after-sales support was practically nonexistent.
The situation became even worse when I personally went to the dealership to pick up the vehicle.
During delivery, I discovered several problems and missing items that had not been disclosed beforehand. The vehicle was delivered with only one Key Card, missing the second Key Card, the Key Fob, the owner's manual, printed documents, the delivery folder, the trunk cover, and other original accessories that come with the vehicle even when it is used.
We also found torn door weather seals, damaged trim, and numerous scratches that had not been shown in the photos or videos presented by the dealership before the sale. These issues were documented in the presence of the employee who handled the delivery.
However, the most serious problem happened immediately after I picked up the vehicle.
Within a few hours of personally picking up the car from the dealership, I contacted them by email and text messages informing them that the air conditioning system was not functioning properly and that condensation water was being drained into the vehicle's cabin, soaking the carpet on the driver's side.
These communications exist and can be verified.
The defect was reported to the dealership only a few hours after I picked up the vehicle.
I attempted to contact the dealership more than 20 times. My calls were ignored or disconnected, and several emails went unanswered.
At no point was I informed that the vehicle had a defect in the climate control system or a water intrusion problem. Had this information been provided before the purchase, I would never have purchased this vehicle.
And after I reported the defect, the dealership is now saying that I purchased the vehicle "as-is." It was only after I began complaining about the vehicle's problems that I started hearing this term.
I am an ordinary consumer. I found the vehicle publicly advertised for sale as being in excellent condition and excellent working order, applied for financing, completed the purchase, and personally traveled to pick up the vehicle.
At no point was I informed that I was purchasing a vehicle with this defect.
Regardless of the argument later presented regarding the vehicle being sold "as-is," this does not change the chronology of what happened or erase the emails and text messages sent only a few hours after I picked up the vehicle, documenting the problem.
The vehicle was subsequently inspected by Tesla itself, which confirmed that repairs are necessary and provided an initial estimate of approximately $3,915, an amount that may still increase after the diagnosis and necessary services are completed.
This purchase has already caused me financial losses, loss of time, and countless hours trying to resolve problems that I did not expect to face with a vehicle of this value.
The biggest disappointment is not only the registration problems, the items and conditions that were not disclosed before the purchase, or the serious defect presented by the vehicle. It is mainly the lack of communication, responsibility, and customer support after the sale.
When I needed help the most, I was unable to obtain a solution.
My intention has always been to resolve this situation amicably. Unfortunately, to this day, I have not obtained a solution to a problem that I reported to the dealership only a few hours after picking up the vehicle.
Anyone, even without technical or legal knowledge, who reviews this entire complaint and the corresponding documentation can form their own conclusion about the way this situation was handled.
I will continue preserving all documentation related to this case, including emails, text messages, videos, photographs, purchase documents, records of my attempts to contact the dealership, and the documents issued by Tesla.