Tesla Service Austin-St. Elmo

We’ve owned Teslas in Texas for years and currently have three in our family, so we know how these cars should perform in extreme heat. Our 2024 Model Y (48,000 miles, still under bumper-to-bumper warranty) cooled fine for two years, but the A/C recently broke down. The cabin won't cool below 80–90°F even after 40 minutes of driving, and the air routinely cuts out after 5 to 10 minutes. We have a sunroof cover and ceramic tint to reduce amount of heat coming in. In Texas heat - this is a health and safety hazard. The service center's response has been completely unacceptable. Because their computer diagnostic tool shows "green," management refuses to acknowledge a physical, obvious cooling failure. When we pointed this out, they first tried to charge us a $600+ invoice blaming an aftermarket cabin filter—a charge they reduced only when we pointed out the contradiction of charging to fix a system they claimed had no errors. They still made us pay $100+ for diagnostic fee for a problem they continue to refuse exists, all while we are under warranty. When we brought the car back, Service Manager Zach refused to look at climate data, put his hand over a vent for a second, got combative when questioned, and walked off. Service Manager Susan then sat in the car with us and watched it take 17 minutes to drop from 104°F to 90°F, while a comparison car on their lot went from 124°F to the low 80s in under 9 minutes. Susan admitted on the spot that our car was abnormal and promised to escalate it to leadership. Instead, 30 minutes before their service center closed for the weekend, their stance had changed and they insisted tests were "normal," and demanded we return the loaner immediately or face daily fines. Ignoring verified hardware failures and hiding behind software logs when a car is nearing the end of its warranty is a total failure of duty of care. Until leadership takes responsibility, refunds improper diagnostic fees, and actually fixes this A/C system under warranty, we will not be recommending this place or Tesla.

I recently scheduled a service appointment through the Tesla app for a minor vehicle issue. Prior to my visit, my service advisor, Ebony, provided excellent communication through out the whole process. My first experience at this location was outstanding. The check-in was remarkably efficient, and I was provided with a loaner vehicle within 30 minutes. The amenities are excellent, featuring comfortable seating, complimentary coffee and snacks, and access to the adjacent showroom. The entire team was courteous and helpful, and I thoroughly recommend this facility for any Tesla service needs.

Just came here for a replacement valet key card for my 2022 Tesla model Y, Erica R. Handled me in an amazing manner, so kind and helpful.

Ebony is by far the most helpful person I’ve ever came across at any car dealership or repair center. She truly went above and beyond to help me through a specific situation that I will never forget as I was in an insane time pinch. She is someone I would love to work with and have on my team, Tesla is truly lucky to have her on their team, thank you again.

This location gets a 1 purely based on location. I would still rate them 0 stars if Google would allow it. The St. Elmo location only looks at customers as transactions. They had no sympathy or desire to understand the full vehicle history and what was done at the West Austin location. The St. Elmo location charged me for a diagnosis that was already done at the West Austin location and even misdiagnosed my headlight sensor issue. $400 for nothing. Everyone should go to the West Austin location for any future assistance with their car even if it's less convenient. The staff at West Austin wants to help and has sympathy to any customer needs.