Tesla Service Center Santa Monica

As the Administrator of the small, but growing local Tesla car club (Santa Monica Tesla M3p FB Group) that has beach lot and inperson meetups planned, this service center has been providing EXCELLENT service to area owners. My own experience having bought 2 new M3ps in S.M. over the last 8 years is that often it takes a bit of time to get an appointment, but they have been wonderful.

1 Star | Absolutely unacceptable warranty service I have owned my Tesla for years, and the way the Santa Monica Service Center has handled a serious warranty issue has been completely unacceptable. On July 21, my 2021 Model Y Long Range began displaying repeated high voltage battery and charging alerts. The vehicle's charging capacity progressively decreased, eventually leaving me with only approximately 80 to 85 miles of available range. I rely on this vehicle for my daily commute, and because of the charging limitation and inability to rely on Supercharging, this became a serious issue, not a minor inconvenience. I originally had a service appointment with Santa Monica for July 31. Despite repeatedly explaining that I could not reasonably continue driving the vehicle in this condition, the appointment was pushed to August 24 because Tesla was still sourcing the required component. What was particularly unacceptable was Santa Monica's complete lack of a transportation solution. I was told there were no loaners available, Tesla would not authorize a third party rental, and I could not even leave my vehicle at the facility while arranging my own rental because the lot was full. In other words, I was left with a vehicle that Tesla knew had a serious charging problem, but Santa Monica offered no workable way for me to get to work while waiting for the repair. I eventually moved the appointment to the Centinela Service Center for August 12. Tesla then moved that appointment as well, ultimately telling me that the battery replacement order had been placed through Santa Monica and that moving the repair to Centinela would require placing a new order and cause an additional delay. So after nearly three weeks of an unresolved warranty issue, the solution offered by Tesla was essentially: wait longer because the service centers cannot coordinate the parts order. That is not the customer's problem. I have documented every message, appointment change, warning, and request for assistance. I repeatedly made Tesla aware that the vehicle's charging capacity was deteriorating and that I needed transportation. At no point did Santa Monica provide a reasonable solution. The most frustrating part is that I am not asking for special treatment. I am asking a Tesla Service Center to repair a warranty covered vehicle and provide a reasonable transportation solution while doing so. A five year old vehicle with under 32,000 miles should not be left in this condition for weeks while the owner is repeatedly shuffled between service centers and told to simply wait. If this is how Santa Monica handles warranty repairs involving major vehicle systems, I strongly recommend going elsewhere.

Service specialist Dennis was brilliant. He took care of all my issues so efficiently. His communication was top-notch. He is not only a genuinely nice person, but he also listens to your problems carefully and addresses the technicians thoroughly. All my car issues were well taken care of within a couple of hours. So far, this was the best service experience I've ever had at any Tesla service. Dennis deserves a promotion and a raise.

I rarely write reviews, but this experience was unacceptable. I own a Tesla Model Y that is less than one year old, and I have already had to visit service more than SIX times. While some issues were handled at other Tesla locations, a brand new car should not require this level of service in such a short time. My recent visit to the Santa Monica service center (1100 Colorado Ave) for a paint concern was by far the worst experience. The service (collision) manager was defensive, aggressive, and dismissive from the beginning. Instead of trying to understand or help, he argued with me and immediately blamed the issue without proper inspection. When I calmly asked for his name and contact information, he first appeared willing to provide it, then refused and said he would not give it. He then walked away with another employee, leaving me standing there without any resolution. As a customer, this is completely unacceptable. I came in with a legitimate concern about my vehicle. I expected professionalism and respect—not to be dismissed and treated this way. The interaction left me uncomfortable and questioning whether I was treated fairly. I am not making accusations, but the experience did not feel right. Tesla builds great cars, but customer service like this damages the brand. I strongly recommend seeking service at a different location. Daniel

Service team: Marcus, Edwin, Ronny, Luis + front desk: Bailey and other team members were all terrific in helping me navigate a large service job. Communication was all clear and friendly… actual work on the car was very thorough (included details like reinstalling front license plate mount). Happy to point any Tesla owners in this direction!