Tesla Service Springfield Massachusetts

This service experience turned into an absolute nightmare, and unfortunately it is one I am still dealing with because of how poorly everything was handled. I was told the repairs would take one day, but Tesla kept my car for an entire week, with no loaner available the entire time. What they also failed to tell me beforehand was that they do not perform collision/body repairs, including the paint work my vehicle needed. Instead, they completed only a small portion of the work, charged me, and returned the car with most of the repairs still unfinished. Their labor rates were also roughly double what other shops charge, which made it even more frustrating considering how little was actually completed. When I picked up the car, visually almost nothing looked fixed. I had to point out the remaining damage and even noticed that parts I had already paid for were not installed. That was when I was casually told, “Oh yeah, we made another appointment for you to come back.” I had no idea another appointment had been scheduled, and nobody had told me the repair was incomplete. It was said so nonchalantly, as if I have unlimited time to keep coming back to the shop. Tesla then referred me to a body shop, where I was told how much of a nightmare it is to take over a partially completed repair, especially when insurance is involved. Had Tesla simply been upfront from the beginning about what they could and could not repair, I could have gone directly to a body shop and avoided this entire mess. I also spoke with Kyle, and his response left me feeling like this was somehow my problem to deal with rather than acknowledging that Tesla’s lack of communication created the situation. The biggest issue is the complete lack of communication and accountability. Tesla accepted the vehicle, kept it far longer than promised, completed only part of the work, charged me for parts that were not installed, scheduled another appointment without telling me, and left me to sort out the rest with another shop and my insurance company. This has been one of the most frustrating service experiences I’ve had, and unfortunately the nightmare is still not over.

Ryan was super kind, welcoming and patient. He answered all my questions and was super knowledgeable. Tesla is very lucky to have him as someone who represents them and this has now become my favorite and main service center for my Tesla. The team repaired my windshield perfectly and it looks brand new. Thank you so much!

I had the dealership test the battery and look over the used model Y I had purchased. The customer service was great. The lounge was very clean and well stocked with refreshments and provided plenty of areas for workspace and comfortable seating. The tech that worked with me was very informative, knowledgeable and friendly. By far a great experience.

Cameron and Christian at Tesla were absolutely fantastic. They took care of the paint issues on my Model Y and made the whole experience less stressful. Both were incredibly friendly, professional, and helpful, with such positive attitudes throughout the process. They’re a great asset to Tesla, and I really appreciate the excellent customer service they provided.

I went in for a control arm replacement. I assumed I would be stuck waiting for a few hours while the technician fixed my vehicle. Instead, I was given a loaner vehicle within 5 minutes of arriving(without having to ask either) and had my repairs done under warranty with no hassle. Within a few hours my car was ready to be picked up and I drove to the center after work; I picked up my car and left the loaner vehicle in the lot. That’s all I had to do. I normally do not comment on customer service, but I was extremely impressed and content with my experience. I can say this experience has made me considerably closer to staying with Tesla for a future vehicle.