At three months short of 5 years with my Model S I have never had occasion to make anything other than glowing comments about the service center in Scottsdale where Chris Swann has always taken very good care of me. This has all changed as of yesterday with a service experience which ranks #2 to a Toyota dealer backing my car into another car in the service drive. That one barely edges out yesterday's Tesla experience for worst ever service.
I made an appointment 10 days in advance for the airbag recall, a 12v battery replacement and the "annual service" which I prepaid for 8 years when I bought the car. When I arrived they told me that "Because these cars are maintenance-free, you are better off canceling your prepaid and just pay as you go...but we will certainly honor your prepaid service today." Use of the word "honor" set me on edge a bit and later I learned why. In the past (and I have all of the documents), they would perform a tire rotation and alignment during this annual service for which I had paid $475 x 8. I felt that made it worthwhile, but I'm getting ahead of the story.
When I picked up the car, Chris went through a weird list of items they had checked including the horn and the windows. What? That was a first. Based on the trust I had with him and Tesla which had been built over the years, I let that go but had to ask about the airbag. That's when Chris said, "Oh, we don't have the parts, so nothing was done." WHAT?!?! They could have told me that in the morning. They could have told me that up to ten days earlier. They could have called or texted or at least told me when I arrived. I had to drag this out of him. Then he fumbled papers, gave me my key and I left. On the way home I realized I did not have the customary paperwork which always shows the alignment as-found and as-left. I emailed and he responded with an email document.
That document showed that they had done virtually nothing to my car. Yes, they had changed the 12v battery at my expense, but that was it. No airbag. No alignment or tire rotation. They did not even replace the cabin air filter which was specifically listed as an item this service would cover. So I paid $237.50 EACH for new wiper blades, the most expensive wiper blades ever sold. Again, they could have told me at 9AM when I dropped off the car that the annual service had been stripped out to meaningless crap such as checking the windows, but they didn't. I did not have the opportunity to cancel my plan including this year's service. They flat-out scammed me out of $475 and they did it with a smile.
Tesla has not commented about my cancellation of this service plan or the problems I encountered, so I feel I will probably need to have my day in court along with a five year stack of documents. Tesla never even informed me they were gutting the service plan. I am not going to let this one go. Apart from fiscal injury they crapped all over the trust I had for the company and at this time I would never consider another Tesla car. If I want to be treated like garbage I'll buy a Mercedes and at least know what to expect. Tesla has changed and not for the better by any means. Those of us who trusted them and put six figures on the line to help this company survive deserve a lot better than to be manipulated and used in this manner.