Tesla Service Burlingame

I don't think I've ever had such good service at an automotive service center! Both Kylie and Sap were friendly, extremely efficient, kind and generous. I'd been having an awful day and they made me feel so much better! Congratulations to the person who hired these two, they're awesome! My whole visit was probably less than 20 minutes. It was my first visit there and I wasn't sure how things worked, I'm sure I looked a little lost, and I was very happy & relieved to be rescued by Sap and Kylie. I hope they see this and know that they made a big difference in my day.

Store does not pick up the phone and won’t answer your phone call. No greeting and not so welcoming. Upon arriving, nobody approached me until I interrupted an employee heading out trying to avoid eye contact with me. I needed to buy a 12V battery for my 2019 Model 3, and they had me standing around waiting for someone to come out. For my first time at a Tesla Service Center, I’m not so impressed, nobody at the front desk and you’re left to try and make eye contact or bother one of the many Tesla employees that walk by and try to avoid eye contact. Employee Sal assisted with purchasing parts and was very helpful, straightforward transaction. $150 + tax. Very very little customer parking and be aware you need a physical credit/debit card, touch-to-pay will not work and they do not take cash. Overall, not terrible but the customer experience could definitely be improved.

Dropped my Model S Plaid there for them to check out the issues with the suspension. Car was driving normally fine, and while I’m on the freeway, suddenly all electrical components were shut off, ABS, Lane Departure, Regenerated Brake, Stability ….. After looking at the car they found out the rear right toe link was damage (broken at the bracket). However, they decided not to continue to do anymore works on the car due to the aftermarket parts that was installed (previous owner installed the N2titive Lower Links), also charged me $90. I asked if they can replace those lower links with the OEM parts, so they can continue to work on the car, but they refused to work or touch anything that is aftermarket or non tesla parts. They wanted me to take the car to whatever shop that I want to remove N2titive Lower Links and put back the original (which I don't have). I meant they offer no other alternative solution just complete rejected the car. They even think about the safety of the customers by telling me to drive off with my car after found out one of the toe link is broken. It’s very dangerous to drive the car under such condition. Anything can happen, I meant the wheel can just fall off and fly to other cars, people, including myself might got injured or die as the result. I meant their policy of not working on cars with aftermarket parts is one thing but at least warn me with the condition of the car or told me to tow instead of drive it. After found out about the broken Toe Link, I did some research and found that Tesla is known to have issues with their suspension systems. Even though there is no recall on any of the parts but it’s a well known topic/issues in the Tesla Forum and on the internet. Try to google it or Chat GPT, and you'll see what I meant. People in the forum suggested me to reach out to Tesla and reason with them about the Toe Link and see if they perform a “good will” fix. Tesla Service Center at Burlingame rejected that. The service advisor Lissette Gutierrez and her service manager Vickie repeatedly stated that the Toe Link broke due to wear and tear, not defected. Wear and Tear is not equal or resulted in parts break in pieces. And how is that a toe link is broken due to wear and tear at 45k miles. They want to avoid the liability and ignore the issue/problems and facts about their parts in suspension. I understand that they have a right to refuse to work on cars with aftermarket parts but this is BS. I took the car there for alignment before and they didn’t say anything about the aftermarket parts. They did the alignment or at least they said they did. By the way, it was a horrible job. They didn’t provide me with the alignment results, the before and after readings. They probably made it worse because my rear tires went really bad in about 5-7K miles after that. I’m sure they worked on cars with aftermarket parts before (please comment on this). Anyhow, figured they won't work on my car (pay or goodwill), I asked them if they can at least provide me a new Toe Link, so I can bring my car to other shops who are willing to do the work to install. I still believe this is the least least they can do to correct the issue. Lissette and Vickie, especially Vickie, rejected my offer, continue saying that Toe Links broke due to wear and tear (it's just their opinions to avoid the responsibility, no facts or proof were provided) but they were happy to sell me a new one instead. After found out it only cost $80 for the Toe Link (probably cost Tesla $10-20 to make it from China), I didn't think it's worth my time to reason with people who has common sense (yes, Lissette and Vickie). I feel like I’m freaking waste my time to convince them on something like this for $80. Great job there, Vickie!!! For now you lost a customer, you will lose more if you continue to do business like this.

Excellent service team.

My Model 3 wouldn't turn on (I got no warning and was stranded). I learned that it was the low voltage battery. I called to see if they had the replacement in stock. They said they did and quoted me $125. When I got there, they said the price was $400. They located the person that quoted me $125 who confirmed that I was quoted that amount but they said it was a mistake and they would not do anything for me. Terrible customer service!