So I have a 3 week old Model 3 and I happen to see a 1 inch stress crack in the back glass last night. I got the car to Burbank service location to have them get it replaced under warranty. It appears that the back glass crack ( and other parts of glass roof) crack easily because of a manufacturer defect which is sad as I paid over $60k for this puppy. I parked outside the service center and walked in to be greated by Lisa. She came out and saw the crack and confirmed they will replace it. My replacement order is in and hopefully they get the part before Thursday when my appointment is. I also made a duplicate keycard for $13 when I was there. Everyone I met and talked to seemed cordial and I did not have any issues. I was a little skeptical when I read the mostly single * reviews before me :-) I will update the review once the work on car is completely done. read more

I picked up my car from Tesla in Burbank two months ago. Unfortunately, it was after lockdown, but they were so properly prepared that I picked up my car with ease. However, because of lockdown, I didn't get a chance to ask a lot of questions. Today, I called and spoke with Tony. I asked him a silly question about my back seats, and he could not have been more patient with me. He went online with me, took down my information, checked with the service people, called me back, gave me his cell phone number, and tried to help me the best he could. He was not my sales guy and I had never met him. I could not have asked for better customer service. Thank you Tony!! read more

I wrote a review about this place and yelp took it down assuming I wrote it and was never there. This is far from the truth I'm thinking Yelp is paid well by Tesla and did not want the truth in my review. The truth is this place was extremely unprofessional. I put $1000 of my hard earned cash down and waited three years for a car that was not what Elon musk said it would be. He offered $35,000 car for the blue collar worker at the moment I got there they said it starts at 50KMy review was simply what's that nobody could answer the questions that I asked. simple questions about the baby car seats and how they would attach. Pairing the car with the app. Questions they should know. That aside I'm loosing faith in Yelp for taking down a review that was clearly an honest evaluation of my experience at this business. Maybe this is not a platform for Fair reviews. read more

On appearance it's a plush service! But after a few interactions you realize that they are just flaky and unreliable to actually complete repairs. I bought a Model S 100D in December, right off the lot the wiper fluid pump did not work, I tried to make an appointment and nothing was available until late February. Out of frustration I decided to just show up in January to see if it could be fixed on the spot. I was treated very nice, they supposedly diagnosed the problem and made me an appointment 2 weeks earlier than my original date. Then just days before my appointment someone called me to cancel and tried to book a mobile appointment, nothing worked with my schedule. So then I started from square #1!!! Back to the app and book a 3rd appointment. Days later I got called to cancel that too and booked me a mobile visit. The guy came (now is around the time of the original attempt, end of February) but he wasn't able to fix it because the initial diagnosis was wrong. He told me "don't call us, we will contact you to come again". Now I'm in the middle of March, never got a call and I'm booking the next available appointment that is on April 15! This is outrageous, I've had much better experiences with my other cars, ACURA treated me like a king and I only paid less than half of the cost for this Model S! Bottom line, I love my car, but your service is deplorable! read more

Tesla... Burbank. If you've never actually walked inside or owned a Tesla you might have absolutely no clue what's going on in there! Well let me explain! This is a service center for Tesla, as well as a show room. If you're looking to join the Tesla family, open the double doors and they'll have a new Model X and a Model S on display for you to check out! There's also a naked Tesla in there! And who doesn't love naked time?! Other than Tobias Fünke. They have very awesome representatives there that would be happy to show you around and tell you how epic owning a Tesla can be! If you're already an owner you can take your car here to get it serviced! There's also a super charging station here which is next door to a Starbucks! But we'll get back to that! This is also the place you go after you're ready to pick up your shiny new Tesla! You've probably been waiting for months or a year or more! The staff here is incredible! From the service center, to accounting, all the way to the orientation specialists in the garage; they're all there to help you out! Avoid punching anyone, and you're bound to run into a multitude of smiling faces! Tesla is a fascinating company as their greater goal is not JUST to make awesome cars, it's to improve the world by building towards better transportation and sustainable energy! When you buy your Tesla it feels very different from buying off of a lot or any other competing dealership. There's no middle man trying to haggle with you and the paperwork is surprisingly simple... Especially if you're leasing! You may have heard a rumor that a lot of celebrities stop by here to drink the Kool-Aid and get their hands on one of the world's most impressive cars... Well that's correct! Let's get back to the super charging station here! Tesla owners have a bad habit of super charging their vehicles needlessly, and I'd say it's even worse here as there's a cozy little lobby with free coffee for owners and there's a Starbucks next door. Double trouble!! For those of you that don't know: some electric vehicles are capable of super charging... Which means they can plug into a super charger and charge around half their battery in twenty minutes. That's a lot! But if your battery is 80% charged and you're heading back to Pasadena... It's really not great for your battery to super charge! Just like with a phone or laptop, charging your battery 100% or using an ultra powerful ultra fast charge is damaging for your battery in the long run! Also... Tesla owners use this station as a parking lot... That's rude! The super charging stations are primarily there for emergencies and somewhere to stop between long distance trips. I was witness to a woman in her late 60's complaining about there being too many people at the station and she stated she was told by Tesla they were "FOR HER." If you're someone with the same mindset (you're probably not reading this), you're part of the problem! But I digress (constantly and forever), there's nothing else like Tesla. While many car companies in the past have paved the way for innovation and automotive greatness, Tesla is carefully and strategically changing the world as we know it. There's a new paradigm for transportation occurring and Tesla is tiptoeing it's way to the forefront of that revolution. And also... They drive really fast! Vroom vrooooom!!! Weeeee!!!!! read more

We had some real issues with the Tesla in Seattle and we flew to Burbank for the pick up and were worried it would be the same. To our surprise Michael S the manager at Burbank Tesla turned our experience in to a positive one. Thanks Michael and our very sweet trainer Stephanie who was so thorough and speedy so we could get back on the road to Seattle with our Tesla. Michael and Stephanie you rock, keep up the great work and customer service! read more

Tesla doesn't care for your business. They gave a delivery date that was "5-7 weeks" after my order, which would have been early December. Their sales rep said they were 100% sure it would bee ready before Christmas (it was a Christmas present). So I makee vacation plans fpr the holidays. Early December comes and goes, nothing updated in the order dashboard, I call sales rep and they said by mid-December for sure. Guess what? That's right...nothing! They finally give me an appointment date AFTER Christmas, when I'm already supposed to be gone for thee holiday. I call them again and their phone doesn't work and the message makes it sound like it is your phone line but it the issue is theirs. I repeatedly try and finally get through. The person on the other line says that the date I have been given is a tentative date and it may not even make it before the new year!!!! That means not only is the Christmas surprise gone but also no rebate!!! Tesla doesn't care about your business. Tesla doesn't care about customer service. If you don't heed this warning: Good Luck! read more

Locals usually leave their cars on the charger without charging. Avoid if you have a choice, go to Hawthorne or Buena park.

Horrible, Horrible. This is nonsense to pay over 100k for a car and have to drive long to get to the supercharge station then stay in the line for an hour. read more

Can you say crowded? There are never any openings for the supercharger. There is a line to charge your car 24/7. Don't even bother. Every person and their sister is trying to charge their cars here. The dealership itself is nice though. I would give the dealership itself good reviews, but the supercharger situation is rudiculous. read more

When I explained to them I live in an apartment building without parking, and wanted to know about solutions for charging, the agent suggested I buy a home so I had a place to charge a Tesla. read more

My review is of the super chargers, NOT the actual store. Local people are literally leaving their cars hooked up to the chargers and being picked up/dropped off by relatives or Uber and it's ridiculous. Only 6 stalls and probably the busiest in the country apparently, usually an hour wait. Go very late or ver early. read more

came in for a broken side mirror on my wife's S. was previously told that the part wasn't available and would take weeks to get in. meanwhile the car was practically undriveable without it. that's when i ran into Beau Stetka. This guy is a REAL class act. Worked with me to find a solution, sourced the correct part and installed it for me. This guy practically moved mountains for me. Happy there are still people in this business that really care about customer service. Thanks Beau! read more

Want to keep this positive so all I have to say is that Cobb and Kim were fantastic. If you go in, please make sure you see them. They were patient, understanding, and empathetic. Had a subpar experience with an associate which I don't feel the need to call out, but both Kim and Cobb recovered my experience and were great. So thanks again and keep doing what you're doing. read more

you know, IKEA is building a huge store right down the street. TESLA could add, oh, about 20 super chargers there. Just a thought.

Took delivery of a model 3. Noticed the charge port door had a scratch or crack in it. Was offered to refuse delivery or just buy the car and take it to a local service center to replace the part. I stopped by the Burbank service center without an appointment. Showed the service advisor the issue and she said no problem we can take care of that for you. She got down all the information and said she will have to verify with parts department if the part is available, then she can make an appointment for me to bring the car in. She said she would be in touch with me by end of the day. I received an email from the advisor later that night stating that she couldn't verify if with the parts department on the part availability. She stated that she will call me tomorrow no later than 12 noon with the information and make an appointment for me. I never heard from her after that. A week went by and I replied to her email inquiring what happened. I received no response, this was 4 weeks ago. I called a Tesla hotline and spoke to customer service rep and explained what happened. He tried to get in touch with the service center to no avail so he said he sent them an email and they will be in touch with me shortly. This was 4 days ago and I haven't had anybody call me or leave me a message regarding the issue. I really like the vehicle however Tesla's customer service sucks big time. Elon if you are reading this, get it together. The people running your service centers and providing customer service, are incompetent. read more

The service center people here are awesome especially Lisa! It's only been 3 days since buying my car and the car and the service with this company is amazing. read more

I would put zero stars if that was possible. So many things are wrong with this location that I will leave out many details and names. The review is for the entire facility, starting from sales to the inconvenience of hours of wait for charging. However, my main concern is for the shady service department. My vehicle was abandoned in the back with the gates open, and my right falcon door open, not just unlocked, it was left OPEN over night. I was also lied to multiple times about the whereabouts of my vehicle, as if I can't track it myself. This is an ongoing issue that I plan to escalate with Tesla HQ. I will have another review as a follow up to ensure everybody knows what really goes on with the ignorant employees Tesla has and the low standards that it upholds to. read more

Been to many Tesla Dealerships and this one is the best! Their service and knowledge is the best. I love working with Lisa in the service department. She always makes me feel like a priority. Lisa even opened up a supercharger for me to use when I was running on super low battery! She saved me!! Thanks again Lisa! read more

This is the worst Tesla location. Do not bother going here. They park cars in the charging stations when they're not even charging and refuse to move them. It is the most absurd thing I have ever experienced. Tesla needs a management overhaul in Burbank. read more

My car was delivered to me with scratches I was told it would be fixed at no cost and would be an easy job and Tesla will take care of it for me. I sent the car in for service received it two days later and the car was not touched all the original scratches were still on the car plus an additional scratch that was caused by either the service team or the body shop which is completely unacceptable. The car was given back to me filthy with a bunch of residue all over the tires and rims and covered in dust. I spoke with a service member they apologized and said that they will send the car back to the body shop to fix the original scratches and the new scratch they caused. Another two days I come back to pick up my car for the second time and it looks exactly how it did with all the scratches remaining the car was filthy still hadn't been wiped down the inside was dirty and it looked like the car never even left the service center to go to the body shop. So after the second time I just had enough and just wanted my car back since no one was being very helpful or offering a solution to my problem. So I have a brand new car with a bunch of deep scratches 1 week of wasted time and no help from anyone. If I can give a zero on the survey I would. The only helpful person was my Service Advisor Erica other than that no one helped or did anything at the service center just wasted my time and gave me false promises. Very unacceptable and unprofessional for a company as big as Tesla. Tesla's vehicles are 10/10 their service center customer service is 0/10. read more

I tried to cancel my model 3 online but the Tesla website will keep giving me an error message so finally decided to go to the dealership, after several attempts the people at dealership submitted the cancellation and told me it will take 45 working days to get my deposit refunded to me. It's been almost 80 days and no refund every time I go to the dealership they have no explanation why it's taking so long to get the refund and forget calling them on average you are on hold for 30 minuets until some one picks up and talks to you. Finally I was able to talk to someone at the dealership by the name of Kirby Dunivan for more than 2 weeks her answer was she is trying to get the refund done then on 09/24/18 she forwarded email from Mona Matraghi promising that I will receive my check by 09/28/18 that turned out another lie, at this time I have no choice to take Tesla to small claims court. Beware people Tesla is good taking your hard earned money but when it comes to refund they forget about you. read more

This is only for the tesla supercharger. Crowded and not enough stations for such a busy site. Also the footprint of this Tesla dealership is tiny causing congestion while waiting. My recommendation is to top off at Tejon ranch before going up the grapevine. read more

This Burbank repair center has to be the worse customer service I have ever dealt with. I took my vehicle in to get service July 18, 2019. I was waiting for almost 8 hours in the lobby. When I got my vehicle back the mechanic told me that my two front wheel hubs had to be replaced. Its September 8, 2019 and i have been calling and sending in emails, but they haven't returned my calls or emails. The worse customer service ever!! Never have i wrote a review on "Yelp" and today i had to let others know. read more

If I could give this service center 0 stars, I would. I picked up my model 3 on April 1st and noticed a couple small issues at delivery. They mentioned that I could schedule an appointment with service and they would take care of it right away so I did just that. I took my car to Tesla Burbank and here we are 2 months later, and I am still dealing with one problem after the next. I have taken my car in 3 separate times to fix compounding issues that the Burbank service center is actually making worse! On top of that, no one at Tesla Burbank ever follows up on anything. I have had to call them no less than 15 times to get an update on things since this whole thing started 2 months ago. Upon delivery, of my vehicle there were 3 small issues: there were lines and bubbles on my screen display, the charge port cover was not flush with the vehicle and sticking out, and there were software issues with the speakers causing the sounds to sometimes not work. All really minor issues right?? Well here is what happened after the first time I took the car in: Brought it in for service to fix the 3 minor things, they gave me a loaner and said it would be fixed by EOD that day. 2 days later, no one had called me to give me a status update on my vehicle so finally I called them and they said that the car hadn't event been looked at yet. I told them I needed the car back prior to the weekend so they hurried up and said they could only look at the software issue which was fixed. they also offered to valet the car to me since it was a weekend and I lived quite far from the service center. I agreed but on that day, they then proceeded to call me back and tell me that they could not valet the car to me due to lack of staff. I later found out my service advisor who had promised to valet the car to me had been fired that day! I complained and they finally agreed to valet the car to me after the inconvenience and not even fixing the problems I took the car in for in the first place. Once the valet arrived to my home in Marina Del Rey to drop off the car, I noticed that they never re-attached the backseat to the vehicle and it was still completely off exposing the battery and on top of that, the service people SEARED and snapped off the lever that attaches the backseat to the vehicle - the plastic piece was completely broken off!!!!! So now, not only were 2 of the small issues I took the car in for not resolved, they added a third one!!! I called to setup a new service appointment to fix the 3 issues and no one was returning my call to confirm the appointment date which after 4 tries, I finally issued an executive escalation ticket on Tesla's website and suddenly they were calling me back immediately. Anthony called me from Burbank and sounded completely annoyed that I issued the ticket but got me in right away. They issued me another loaner vehicle and said that the 3 issues will be fixed in the next 1-2 days. Once again, 2 days later and NO ONE had called to give me a status update so finally I called and they said they needed another day. I gave them another day and by end of day, no one called to give me an update again!!! Finally, another day passed and someone finally called and said that they fixed the screen and the charge port and the car was ready for pickup. No mention of the seat lever issue that THEY created and when I asked about this, they acted like they didn't know what I was even talking about. Subsequently, they put in the request for the part and said it was on backorder from the fremont factory and a tech would come out the following week once it was in to install the part. Well wouldn't you know it, but no one reached out to notify me the part was in and I have called them now 7 times since then over the last 4 weeks to ask about the part and they say they are so sorry and have no update and that someone will call me back that day with a status update and NO ONE EVER DOES! Finally, 2 days ago they said the part came in when I finally complained for the 7th time to the manager of the facility and that a tech would reach out to schedule it. Well, once again here we are 2 days later an NO ONE has reached out. I just called them again and they said they would call me back right away and I am still waiting. I have never received such poor service in my life and I am at the point where I need to issue another executive escalation ticket. Stay away from this service center!!!! read more

Been to many supercharger and this is the worst of all. Been here 3 times last few days and there's always a line and you have to wait for 20 min or so. People just leave their cars here and go to eat or to the Starbucks. They need to either add more stations or have a valet here so they can move cars around. Mr. Musk, please fix this! read more

Great service center. Very friendly and helpful staff. Ample waiting area. However, the superchargers are always busy, even late at night on week nights. Sometime I think they park some of the tesla cars for service there overnight. Overall, still a great place for supercharging your Tesla car, just wish there is one near Pasadena that is less crowded. read more

poor service........sorry i bought a tesla, never again.

These guys are great always helpful. Every time I go there they accommodate me, keep up the good work dudes and ladies!!

Sarah from service concierge was very responsive and courteous to arrange my first service at the dealership. Will took care of the vehicle after I drop it off. Washed, vacuumed and fully charged before I pick it up. All around superb experience, no competition! read more

I had to take my car in to the Tesla Burbank location and the service was unbelievable!!! I have had high end cars in the past but service from other car dealers does not compare to Tesla Burbank Location !! Rabiya - (service concierge ) and Franscisco (detail) are the best ever!! They went above & beyond the call of duty!!! I give them a 5 star plus rating !!! read more

This review is for the service department. I've owned the Tesla for a month and had a small issue with the side mirror. The crew were courteous, got me in early, and Übered me to work. Once the issue was fixed, the car was delivered to my work, cleaned and charged a little more. No problems. read more

Thank You Minnas, Jeff and Vince. Had some issues with our Model S and Staff at Burbank delivered another 5 star experience!

TESLA, Burbank, is a wonderful office! The staff is absolutely amazing! They are attentive from the minute you arrive. I dropped my car off 2 days ago to have a few things checked/fixed and they offered to give me a loaner while repairs were done. They explained my car would be in the shop for a few days however they definitely overdelivered as I got a call that my car was good to go a day and a half later. The manager, Anthony, did check in with me when I dropped off and picked up my car. He was very professional and kind. It's nice to see when a company works together like a family rather than just a business. Awesome team work guys! #teamTESLAburbank read more

Tesla in Burbank is very deceptive in every way and form. As you go in, you have all those nice amenities such as flat screen tv's, refreshments, displays of their product, and of course the advisors. This technology is way ahead of our time and some do enjoy it, but others have more problems with it than pleasure. So I decided to get one of these cars of the future and dealt with multiple advisors here in the process. They seemed nice in the beginning, but as you go in and try move forward with the purchase, they aren't accommodating at all. There are plenty of other luxury and technologically advanced options out there so won't waste my time here again. As for the service department, I'm glad to have noticed others leaving reviews of a months of wait to get some issues addressed with these cars. WOW, you have to wait for months?? Leaving many details out of this review because I don't want to expose names. read more

What do you get from Tesla when you spend $113,000? First, you will get a whole lot of excitement by watching pictures and videos on the Tesla website, while you are waiting for your car to arrive at the dealer. Then, for the first few weeks, you will think and tell everybody that you have the best car in the world... and then, reality sets in. You start realizing that many of those high tech gizmos simply don't work. But, you understand, that this is a fresh concept car and you almost expect that. So far so good, but then you are going to get seriously shocked when you try to get through the service department appointment desk and eventually the service manager. Honestly, I never, ever, experienced such a bad service in any other cars I have owned, or am currently possessing now, even when the cars were worth a fraction of the $113,000 which I have spent on my Model X 4 months ago. I know that nobody will believe me if I will tell you that today, July 25, I called the Tesla Service Department in Burbank to request another follow up appointment to fix a list of problems (some of them serious safety issues) and was told, that if I was to waive my rights for a loaner car (per my contract) the fastest open appointment is August 25...basically in one month! How many issues does Tesla Model X have for the service department to have to wait for one full month? It didn't help to get over my disappointment with the car when I had a very unfriendly and rude conversation with the service manager Mr. Mines. I explained to this gentleman my problems and the reason why I asked for the service manager and I got interrupted with "Are you done yet? May I talk now?" Wow! People! For your information...if I called the Maserati dealership (true story), with any problem, I will have an appointment the next day, and I will drive out in a brand new loaner car. That's service! I wish I never leased my Tesla Model X, simply because I don't believe that anybody deserves service and should be treated that way. read more

There are just 6 chargers here, and ANYTIME you come, you will have to wait in a line in front of the dealership to get a spot. And then these Supercharges are not as "Super". My car charged at less than optimal rate, so it took a long time to charge up. So, if you are in a hurry, or a life-or-death-situation, or have a long drive ahead of you, DO NOT rely upon this charging station. I was there on 10/1/16 during a long drive, and was extremely frustrated by this place. Makes me rethink the decision to go with a Tesla. read more

My Tesla (the second one I have) had been ordered to come in by the Marina Delray Branch and due to computer glitches and despite numerous attempts on my part to contact management including going to the branch directly where I was reassured by management that the correct Tesla had been ordered and I should not worry and ignore what it said on my app. The glitches were left unresolved indeed, and as I feared the incorrect Tesla had been ordered. So at the 11th hour (12/31/19) when I was told to go pick up my Tesla, I was informed by Marina Del Rey branch that I would have to stick to the wrong Tesla colors or lose my rebate. They were very apologetic, but to no avail. Fortunately for me, I had Ara Bedrosian on the case from the Burbank branch. Ara was a consummate professional and phenomenal at his job! Within minutes he identified the glitch and informed the mArina Del Rey office of how to fix it. My app was fixed. Then he and Adam together tracked down all the unmatched Tesla's in the state helped ensure I got my exact correct Tesla in right and all before midnight so I could qualify for the rebate as well as not he stuck in a car I didn't order. Huge props to Ara who after hours at the branch sent me home and personally delivered the car to me on New Year's Eve and wouldn't even accept a gift from me for spending New Year's Eve getting this done. Phenomenal employee! Great job Tesla Burbank branch, Marina Del Rey needs to take notes from you! read more

Very nice and professional crew working there, very knowledgeable sales crew.. They have correct answer for your questions, they even let you overnight test drive., without credit check and once you return it. They don't impose sell.. I will definitely do business with them in a near future. read more