Tesla Arlington Sales

Terrible experience at the Arlington Tesla Service Center, where my Model Y AWD LR was held for 13 days, returned with more damage than when it arrived at first pick-up attempt, and the original issue unresolved. Technicians broke the seat harness, left the driver's cushion unsecured, used duct tape to fix a passenger seat occupancy module, and failed to address the rear motor noise despite a 2-week deadline for military relocation. The car was returned with a nearly dead battery, and broken heated seat. Avoid this location for reliable repairs. *Note I Love the Tesla brand/mission, but the service/repair aspect is much to be desired for a >$60K vehicle.

I am extremely disappointed with my recent service experience. I initially scheduled an appointment in March to have my tires inspected. To my surprise, I later discovered that one of my tires had already been replaced at a cost of approximately $600 before I was informed or given the opportunity to approve the repair. By the time I acknowledged the service in the app, the tire had already been installed. When I questioned why the work was completed without my consent, the customer service representative called someone from the service area to bring out the damaged tire and explained that it was not repairable. While I understand that a tire may need replacement, I should have been notified and given the option to approve the work before it was completed. Afterward, I wanted to enroll in the tire warranty plan following the inspection. However, I experienced technical issues with the app, which repeatedly stated that I needed an inspection first. I called the service center for assistance and was told that a manager would contact me by the end of the day. That call never came. Two months later, I followed up again and was told that I would need another inspection and that my inability to enroll in the warranty plan after the original inspection was considered my negligence. This was extremely frustrating, especially since I had already reported the app issue and was waiting on a promised callback that never happened. I have now taken time off work multiple times to address this issue, and I am still waiting for a resolution despite being told that a ticket has been escalated. The lack of communication, failure to follow up, and completion of work without prior approval have left me very dissatisfied with the overall customer service experience.

It's been TWO MONTHS since we bought a Model 3 here and the dealership still hasn't managed to get our permanent license plates — or communicate anything to us about what is going on. Turns out that at delivery Tesla didn't obtain required signatures on our title and registration documents. We didn't learn about it until I came to the dealership 30 days later for new temporary VA plates. Then we signed everything; Tesla said they'd handle the rest. Now we're at the two month mark. I've had several visits to the DMV (to get DC temporary registration for parking) and to Tesla (to get new temporary VA plates). Loads of fun, hours of time lost. The car is great. The registration process here is broken, and the absence of communication is worse. The dealership is incompetent. Filled with pleasant, soft-spoken people who gently tell you "oh, we can help you with that" -- but two months later no tags. My advice: stay away. We've escalated to Tesla corporate and filed complaints with the Virginia Motor Vehicle Dealer Board and the DC Attorney General and the Better Business Bureau.

I purchased my second Model 3 from Tesla Arlington last summer and every experience at this location, from repairs on my previous vehicle to working with sales after my first was totaled last summer. We stop by from time to time to just look at other models for fun (whatever you can do as a parent to keep a toddler busy on a rainy day, right?), but yesterday was easily the most memorable. My son has, understandably, an affinity for Tesla and is obsessed with Cybertrucks. Wanting to surprise him yesterday after school, I called late-morning and spoke with Mukesh (who we've have great interactions with in the past when my partner was looking at the Model X) to see if there was a Cybertruck in the showroom or on-site for my son to see and sit in. He assured me there would be one by late afternoon. Around 1800, my son and I arrived and he entered with the cutest, "May I see a Cybertruck, please?" I've ever heard. Mukesh heard from across the room and basically said, "I've got you, buddy!" While they pulled the Cybertruck around for him, Garrett gave my son a little 3D printed Cybertruck and they traded Cybertruck facts. He lowered the truck for him, opened all the doors and frunk and tonneau, letting my son sit in it and explore it for as long as he wanted. All of the advisors went above and beyond and he hasn't stopped talking about it since. After a long week, I want to express the most heartfelt thank you to Tesla Arlington for putting such a big smile on my son's face and giving him an experience he will never forget. I chose Tesla a few years ago for the safety, technology, and reliability. Yes, Tesla's reputation has been admittedly very shaky, but please remember there are so many good hearted humans that work for this company, too. PS- Thank you again. He hasn't put the Cybertruck model down and has insisted on bringing it everywhere with him!

I was honestly frustrated with how things were going while my Tesla was down, but Marie stepped in and completely changed the experience. She was incredibly helpful and made everything go smoothly. Customer service like that deserves recognition. Thank you, Marie!