Tesla Collision Sunnyvale

I stopped by without an appointment and that was my first mistake. I didn’t know who to speak with when I pulled up but Sabrina walked by and seen me kinda lost and asked if she can help. I showed her a little scuff and scratch on my Model Y. She told me that it could be polished off without needing to paint the bumper. If I wanted to proceed I’d have to get an appointment set up but I ended up having a detail shop do it. This review is for her customer service and honesty. Thank you Sabrina!

They do a great job here from the two women at the front desk to the service liaison and the car rental component. I’d really like to thank Luis for his professionalism. I think he cares more about my car than me. My car 100% got returned to me in much better shape than it came in. Thank you for cleaning the car inside and out as well. Thank you 🙏

A 7-8 business day repair ended up taking 3 weeks in an experience that can be described as lacking urgency, attention to detail, and professionalism. My car needed what should've been a simple bumper repair. Since it was the other party’s fault and going through their insurance, Tesla quoted me 7-8 business days since both parties would have to approve the repairs before work could begin. It took Tesla 2 days to send out their estimate (which is fine), during which my driver side door was left open (probably during inspection), and my message regarding this was completely ignored (not fine). Then began the back and forth between Tesla and the other party’s insurance which took an additional 8 business days in which I had to step in multiple times and act as a middle man due to Tesla’s lack of communication and proactiveness. In total, it took 12 calendar days between sending estimates and repairs starting. If I was paying for a rental through Tesla, that’d be an extra $540 (12 days x $45/day) spent purely on waiting. Tesla’s incompetence even affected my 3rd party rental, as when I went to return it, they informed me that a week of payments were missing because Tesla failed to provide an estimate of the repair timeline to the insurance. I was able to clear this up a day later, but it was again by me and not by Tesla. When I finally got to see my car, I noticed that they had replaced my damaged aero cover with the newer model, so now 1 of my wheels look different from the rest. Also, my seat cover had popped out of the seat, which is not a big deal by itself (less than a 1 minute fix), but I then also found water in the trunk. They said that they had just washed it, but I had never gotten water leaks during rain before, so this is now something I have to keep an eye on as there is a specific gasket leak that can damage the speaker. Either way, this all would’ve taken them less than five minutes to fix. Upon returning home, I noticed that the rear seat seatbelt was stuck behind the seat. I know that it wasn't like that before because someone had sat there the last time I drove the car. In preparation for the repair, I had removed both rear mudflaps, but the retainer clips had gotten stuck inside the car during the removal. I left them there figuring that they were professionals and probably had better tools and more experience in handling these situations. But as I went to reinstall the mudflaps, I noticed that they had only replaced the clips for the one side of the car they had repaired and left the other side without a clip. They obviously had the ability to replace both sides, but chose to leave the broken piece inside. Individually, these are all small issues but together show that their “quality assurance” process lacks attention to detail. Altogether, this simple repair became a 3 week process. In addition to the extra rental days, this means that I lost nearly a month on my FSD subscription, so that’s another $100 lost on top of the $500 I would’ve paid to extend a rental. I had asked for some form of credit as compensation but was told this was not something they provided. After leaving my review through the Tesla survey, the service center called to see what went wrong. They claimed their documentation showed repairs had finished a week before I had claimed. After correcting them and explaining what happened, they had the audacity to blame the other party for being unresponsive. Let me make it clear, it should not be my responsibility as an individual to facilitate communication between two mega corporations especially since I was in no way responsible for the damages. Funnily, the person I spoke to said that in their line of work, they hope to not have to see customers again, and I would have to 100% agree.

I’m very pleased to send my car to Elk drive service center. They took care of my issue with ease. Front desk associate and repair associate were really great on my service and repair. They gave me a loaner while my car was in service mode. They also threw away my lunch when I forgot it which was really nice.Thanks team! Y’all the best at what you do!

I want to sincerely thank Johny and Duc at the Tesla Collision Center in Sunnyvale. After the unfortunate experience of having our Tesla vandalized, we were extremely upset and hurt. From the moment we arrived, Johny and Duc were incredibly kind, patient, and understanding. They truly went out of their way to help us throughout the entire process. They were also very informative, taking the time to explain everything clearly and answer all of our questions, which really helped ease our stress. When they brought our car out, we were amazed it looked absolutely beautiful, just like the day we first bought it! I am genuinely grateful for the care, professionalism, and compassion Johny and Duc showed us. Their outstanding service turned a very sad situation into a positive experience, and I truly appreciate everything they did for us. Thank you both so much God bless you gentlemen!