Zero stars if I could. I reserved and solidified a vehicle 2 1/2 weeks ago. All the paperwork made it through multiple layers and levels of confirmation within the app, finance department, and the local dealership without any issue. I called five days out to make sure everything was in place as I was coming from five hours away to pick up the vehicle. I even got a call the night before from Jeremy asking if I wanted to come in a day early to pick up the vehicle, which I could not do; being 5 hrs away. So one would assume, that the deal was done. All documents reviewed. Right? Wrong. On the day of delivery, approximately 30 minutes prior to my arrival, I got a call from Jeremy explaining that there was a mixup with the paperwork and the address associated with the vehicle. After talking through scenarios and what I felt were reasonable solutions, Jeremy suggested that I instead go to the DMV, the day before holiday, during rush-hour, to try to sort it out on my own. This seemed ridiculous and too time consuming. I asked in the APP, and of Jeremy, for a call from the manager, which I did not get. So I made my way to the dealership for an attempt at in person resolution. I should have cut my losses then, and turned back home. Within minutes of arrival, Jeremy passed me off to Chris who seemed more knowledgeable, and who ultimately granted my request in contacting a manager. This manager Anish, was not on site, but rather hours away in DULUTH (problem number two). After 30 minutes, Chris and Anish's solution was to redo the whole application process, and on the backend try to see if "they" could manually adjust the address. After five hours of waiting, I was presented with new documents, but different terms, for the same vehicle (which I had already paid for) requiring an additional $2000 down, and $30 extra a month. For the same vehicle I had already paid for, parked in a parking spot 50 feet away from me. Charged up, ready to go, with my name on it. Not a different vehicle, not a different model, or upgraded one. The same car, still sitting there. I was told it was a bank issue and that "they" were working through it. But there was no one they could call to expedite. Again hours later, we still had no resolution. I requested another phone call with Anish to give him one last chance to rectify the situation. I recommended just transporting the vehicle five hours away to the Tesla dealership in my hometown, where I could complete the deal in a few days. It would buy all parties time to fix the numbers, and regroup. And I was told that wasn't an option to move a vehicle from one Tesla dealership, to another Tesla dealership. Even though it was already paid for. Really?
Tesla/SpaceX send rockets into space, but they couldn't figure out how to change an address without changing the terms of the deal, or transport a vehicle from one dealership to another. And they couldn't figure out how to bypass APP glitches, computer programs, and protocols, to do the right thing for the customer. Instead, in hour six at the dealership, and hour 11 of my day, I threw in the white towel and told them to cancel everything. Beginning my 5 Hour drive home without the vehicle I ordered, confirmed multiple times, and paid for weeks ago. All this over an address in Georgia versus an address in Florida. So much for the Tesla experience. Not only will I not be purchasing a Tesla from Savannah Tesla, but I will not be purchasing a Tesla in general. As they apparently are incapable of overriding applications, protocols, and computer programs. The lack of customer service, communication, oversight, accountability and execution was absolutely mind-boggling. I got a lot of "I'm sorry's" but not one person took accountability for the mistake (on Teslas end, not the customer). And not even a team of people could figure out how to fix it. Think twice before dealing with Tesla Savannah, and Tesla in general. Their process is severely flawed, with minimal human interaction, and minimal ability to override or adjust when Tesla makes a mistake. read more
