Tesla Rochester

Not much to say here. Used to be a wonderful place to have your car serviced - they looked for any and every reason to deny warranty work despite a verbal assurance prior to bringing a car in that the repairs would be covered. Made an appointment for work to be done that needed to be done when the car was picked up new but then claimed that because while waiting 1+ month for the appointment now the car is over the warranty mileage the repairs will no longer be covered. The people working the service counter seemed gleeful to deliver the bad news. This is my 5th Tesla and may potentially be my last. Profoundly disappointing.

Looking for someone to speak to you while wearing sunglasses inside on a rainy day? Look no further! Just visit this tesla. If this doesn't not explain the personality, just go in and see for yourself, however both personally and honestly I would recommending avoiding this location at all costs.

This was an absolutely miserable experience, and a huge part of that falls on Jack Williams, the service manager at the Henrietta, NY Tesla Service Center. From start to finish, his handling of this situation was dismissive, unresponsive, and painfully unprofessional. As the service manager, Jack Williams showed zero leadership. Messages went unanswered, concerns were brushed aside, and any attempt to get clarity or accountability was met with indifference. It genuinely felt like he could not care less that a customer was without their vehicle or left completely in the dark. My car sat for long stretches with no explanation and no proactive updates. I had to chase basic information that should have been communicated automatically—something that ultimately reflects directly on management. Jack Williams had every opportunity to step in, take ownership, and fix the situation. He didn’t. This location doesn’t just have a service problem—it has a management problem. If Jack Williams is responsible for setting the tone here, it explains exactly why the service is so bad. This experience completely eroded my trust in Tesla service, and I would strongly recommend avoiding this service center.

Poor customer service. And poor workmanship. Staff can be rude. Service advisors mixed. Waited over 10 month for the CT light bar to come in only to have it installed wrong. Has a huge gap. Points to the sky. And you can see the glue under it. Needs to be redone and I have to keep bumping the appointment because they don’t have loaners.

Easy scheduling thru the Tesla app. Location is much nicer than the previous location with a small room to do work in, coffee,tea, water available and plenty of seating if you decide to wait