Tesla Service Tampa

TLDR: Terrible customer service & they created a safety risk. This was my first experience with Tesla Service, and I sincerely hope it's my last. To Tesla's credit, the app experience is excellent. Diagnosing issues, receiving estimates, approving work, and scheduling service is all incredibly convenient. Unfortunately, that's where the positive experience ended. I initially brought my Model 3 in on a Friday for several repairs, including a non-functioning air conditioner during a Tampa heat wave. Later that day, I was informed they didn't have the required part and couldn't complete the repair. No loaner was offered, and I was told I would need to bring the car back the following week. I returned Monday morning. Throughout the day, the service status in the app indicated they were still waiting on a part, yet nobody contacted me. At 5:50 PM—10 minutes before the service center closed—I received a message that they still didn't have the part and would need to keep the vehicle. Again, no proactive loaner offer. Because of the timing, I had to arrange transportation home and then return the following day to pick up a loaner vehicle. While the car was in service, I asked about replacing the steering wheel, which has significant peeling. I was quoted approximately $1,000 and specifically asked whether anything else was needed from me to proceed. I was told no. The next day, I received another 5:50 PM message stating the vehicle was ready. When I arrived, the steering wheel had not been replaced, so I had to leave the vehicle yet again. The following morning I was informed that the request had never been added to the work order, the part had not been ordered, and I would need to schedule another service appointment weeks later. What was most disappointing wasn't just the operational issues—it was the complete lack of ownership and customer service. Multiple employees seemed more interested in getting me back to the app than helping solve the problem. Questions were met with defensiveness rather than solutions, and there was little sense that anyone felt accountable for the experience. Then came the most concerning issue. After picking up the vehicle and leaving the service center, the rear passenger door suddenly FLEW OPEN while I was making a turn onto a busy road. There was no warning indicator, no chime, and no notification from the vehicle. I had to pull over immediately and close the door on the side of a major roadway. This was a serious safety issue that could have easily caused an accident. When I attempted to call the service center, no one answered. In fact, throughout this entire process, getting someone on the phone was nearly impossible. Mistakes happen. Parts shortages happen. What shouldn't happen is poor communication, repeated last-minute updates, lack of accountability, and returning a vehicle with a potential safety issue. The Tesla ownership experience is supposed to be modern and customer-focused. Unfortunately, this service experience was neither. Avoid at all costs if you can.

I have to say I got there early and there was someone outside at 6:55 saying I just needed to wait a few more minutes and they checked me in just before 7 and I was on my way. Car was done before I expected with a few extra things. It wasn't cheap, but it was nice that they have me calls and updates quickly. I had to wait to get an appointment, but man was it nice for the bill and everything in the AP. Definitely happy to give a 5, thanks!

I’ll be honest customer service sucked! But… they made up for it when we went in. Here let me explain… Ok we just bought a second-hand 2023 Tesla Model Y (our first). We went in with the previous owner on a Wednesday and set up an appointment for the following Monday to have them inspect and certify it and were given the cost. The man helping us was going on vacation and wouldn’t be around to chat with us when we bring it in and said another would help us. Well on Monday we go in and drop it off at 8am, and told us we should get it back by Wednesday, asked about a loaner and were told not for an unwarranted car. Tuesday we get a notification on the app there are some forms to fill out, we couldn’t access them and told them that and asked for someone to call us. We go back and forth and get the forms via email instead, send those and then they let us know that we can get a loaner… ok so we go back and pick up the loaner. Wednesday the day for pickup (we thought!), well there were some additional forms that needed to be signed before they can even touch the vehicle… so they didn’t even start the inspection. Well they send the invoice on the app and we can’t access it and the previous owner reached out and said that he approved it and we didn’t know anything had changed. We asked for someone to call, we were told the rep helping us would call us before the end of the day… Crickets. We asked for a manager they said he would call before the end of the day… Crickets. Thursday we call again and were told that they were working on it and we asked why it was taking so long. My husband, Robert, finally received a call back from the manager but all he could say was that it should be done by Friday and what the cost was (which had gone up $400) and if anything reach out via the app…HaHaHa. Friday we are told via the app that it is ready… woohoo! However we didn’t have a card on file so they couldn’t charge us and you have to pay before pickup. They actually called for payment, and I asked when the manager would be available and that we would discuss it then. We go in and chat with the assistant manager and manger both. They both patiently listened to all of the issues that we had, with the app, human communication and that they still had the previous owner attached who could access everything and approved the new cost. Whereas we couldn’t! I would have called immediately about the increased cost if we knew. Well they both took to the time to listen and explain exactly what they did to the vehicle. They also explained that they are trying to be better with the customer service, with communication and even showed that they read each and every review. They truly turned out to be honorable, even addressing the increase and making it right. Even though we had some downs, the ups are what decided the star rating we selected. Now anytime we have an issue (hopefully not) that we will definitely come back to Tampa Service Center. The honor, the customer service and the willing to hear the bad and own up to it… that is a place that I want to go back to. We are very happy!!! Thanks Shawn, Antonio, Jacoby and everyone else!

I was greeted by Antonio Brown . This is the best experience. I walked in thinking I would have to wait for an appointment. He was able to schedule me right away. As it is an emergency to have this fixed. He was kind , professional and just had great customer service . The price was great. I was having the worst day and he eased all my worries. I would highly recommend!

Subject: Formal Complaint Regarding Unresolved Service Issues and Improper Billing I am writing to formally file a complaint regarding my two most recent service appointments and the handling of my vehicle by Antonio and others involved in those visits. From the outset, I clearly explained that my vehicle had not been properly aligned during a prior service appointment and that it continued to pull while driving. I explicitly stated that I did not want to be charged again for an alignment and that I wanted confirmation that I would not be billed for correcting an issue that had never been resolved. Despite this, when my car was returned to me, I was billed again for a wheel alignment. When I questioned this charge and requested a refund, my request was refused and the service chat was closed. Even more concerning, the vehicle remains misaligned and pulls exactly as it did before the service. I have video evidence documenting this. As far as I am concerned, I was charged twice for work that was not performed correctly. Additionally, other issues were not addressed or were handled improperly. The seatbelts, which were not retracting properly and had been reported previously, were supposedly repaired but are now malfunctioning again. These are basic safety components and should not fail immediately after service. I also reported multiple squeaky noises that have been present for some time. While one team member briefly attempted to reproduce them with me, the concerns were removed from the service request simply because they could not be replicated on the spot. No further investigation was performed. I was very clear that this would be my final service appointment while the warranty was still active and that I needed all outstanding issues resolved during this visit. None of my concerns were properly addressed. This service experience demonstrates a lack of care, follow-through, and accountability. I am requesting the following: 1. A proper wheel alignment performed at no cost to me. 2. A full resolution of all previously reported issues under the warranty that was active at the time of service. 3. A refund for the alignment charge from the most recent visit, as the issue was not fixed. I am deeply disappointed by the handling of these service visits. This vehicle is used to transport my family, including my three daughters, and safety cannot be treated casually. If this matter is not addressed promptly and appropriately, I am prepared to escalate this complaint further. I expect a timely response and a clear plan to resolve these issues. Sincerely, Kelvin Del Monte