Horrendous attitude and even more horrible service ... a nightmare place to go for a premium vehicle

I had ordered a Tesla some time ago. Since it was taking longer to deliver the car I decided to cancel the order. It was my worst experience with the Tesla account person. He refused to give me the order number even though I repeatedly told him that somehow I had misplaced it. Finally getting fed up with his rude behavior I asked him where he was located so I could complain to his manager. He said are you threatening me. My request to all TESLA customers dont buy tesla. read more

Picking up our new model s was an amazing experience. My wife got to sit with a specialist and go over the entire car at her pace. The show room was clean and they even had a miniature model s that my daughter loved playing in. The entire process was smooth and we were on the road before we knew it. They were all very pleasant to deal with and was worth the drive! read more

We just got Model 3 from the Dedham dealership. Although there was a hiccup in delivery date - had to go back twice - the team took care of us. We noticed the dealership was operating with several challenges such has limited car lot, too many vehicles to deliver with limited stock and transit issues. Despite all of this hurdles the team was able to manage and provide the best customer service possible. They were dealing with irate customers who did not get their car as promised by Tesla website due to not having the car delivered by the trucking companies, as well the happier ones who had their car waiting to be delivered. The first time when I went the dealership personnels were little chaotic, and I had to go back as my car was not available when I noticed the process streamlined. They had a receiving front desk to direct the customer, had a process to communicate to customers. The team specifically Lawrence, Aaron and Hamel were phenomenal and very helpful and sympathetic the customer situations who planned to reschedule their day to arrive only to find they had to come back. I would say the team excelled in their service despite all the challenges with which they were operating. Kudos to the entire Dedham delivery team! I know its hard to deliver some 2000 odd cars in a month, but you guys can make it. Great job! read more

Never experienced a better car purchase. Everyone was helpful and knowledgeable. Took 20 minuets. Try that a another car company. Thank you! read more

Amazing Service! Picked up my Tesla Models S in Dedham over 2 years/50000 miles ago and it's been pure joy. Dedham service team goes the extra mile to satisfy it's customers...love those guys! read more

I ordered a model 3 and my delivery date was on 11/19. On the day before, the delivery team blasted an email to all the people who were scheduled to take delivery saying that our model 3s were stuck in Rhode Island because of delays caused by the holidays. They still insisted that we go all the way to Dedham, MA and sign the documents. When we went there, we were made to wait for 3 hours and then they told us they'd deliver the car within a week. Many people we met in the showroom had the same issues. Now my delivery date is pushed by almost a month. It is not going to happen until Dec. I sold my old car thinking that these guys will stick to their words and now I am left with no car for my daily commute. In real, the actual issue is that these guys have no space to store cars in their parking lot and this is nothing to do with the thanksgiving holidays. They are making false promises and no one answers the phone call at this location. Don't buy cars from this location or else be ready for the inconvenience caused! I have no interest in buying the model 3 with this kind of service. Now, i am worried how they would treat us after we purchase the car. read more

I recently picked up my new Tesla from this place. The car is amazing but I experienced the worst customer service in my entire life here. I could not get in touch with a single person here prior to my pickup date, and they cancelled and delayed a pickup for weeks by texting me the day before I was supposed to pick it up. It was impossible to speak to an actual person here. On the day I finally got the car, they made everyone wait for hours in a crowded and kind of dirty area, like we were in some kind of holding cell. When I was finally brought to my new car, the associate left to get my license plates and literally never came back, leaving me in a freezing car I didn't know how to operate to even turn on the heat. I had to hunt someone else down in the parking lot to help after a half hour or so. The new associate played it off saying, "oh he probably got pulled aside by a manager to help with something" as if that's a legitimate reason. To add insult to injury, the battery was almost dead so I had to spend over an hour charging it in a disgusting side alley way where only employees are allowed. I realized after that I was even charged for this which is ridiculous. I have tried to get some paperwork from them since I picked up the car, and again no reply after days so far. It is incredible to me that people who pay this much for a new car are treated like this at any dealership. If I ever buy another Tesla, I will be going to Mount Kisco NY to pick it up, which was suggested to me by some Tesla customer service people who knew this Dedham location was a problem. Avoid this place if you can. read more

I have both Tesla solar panels and a Model X. I am very pleased with both. Both perform as expected or better, and I have absolutely no complaints with the service, the installation, or anything else. As a cutting edge company, Tesla will have its challenges. However, I am pleased with both purchases and would recommend both experiences to any of my friends or family. Elon musk and his team do have a weird sense of humor, though. Who would've thought of building in a farting feature, or a dancing car feature, or assorted video games, or navigating on the surface of Mars? Everything about the car is wonderful. I love having solar energy on my house, and the panels themselves are quite attractive. I also love the fact that Eversource owes me money for the energy I produce for their grid. read more

The service as this location is horrific. Was originally supposed to take delivery in November but due to an issue with the build of the car, I needed a new VIN. Could never get through to talk to anyone so needed to go multiple times to the location to ever get an answer and get the new appointment booked (no one ever reached back out to schedule when the car was finally in). Ultimately when I showed up for the pickup, it took nearly 3 hours to wait for the car. And all anyone could do was to shrug their shoulders. Very poor customer service. read more

The worst, most poor customer service I've ever experienced. Do NOT buy a Tesla or have anything to do with this company. After being pressured to place a "hold" for a car they charged $2,500. On my card. Thy next day I called and wrote to cancel and now six weeks later I'm still waiting for my refund and having to call and prod them to write me a check. Obviously Elon Musk needs my money. This is ridiculous. You can't even get a person on the phone! Most infuriating place. Tell everyone to stay away! read more

Dreadful experience. Arrived to pick up new car. Complete chaos. Had a scratch so left for three weeks to get touched up. I had to pester them. When I picked up it was dirty and had gone from 25 miles to 120 miles on the odometer. Even had dog hair on the carpet and crumbs in the console. The service guys could not have been more indifferent. I will do my best never to go here again. read more

This review is for their solar energy. I have a Tesla Model S which I love, and I was excited to invest in my home with Tesla Solarcity solar panels. Do not, I repeat, DO NOT order a solar system from this company!! Believe me when I say I am not usually a complainer. This investment has turned into a nightmare! I put a deposit down on a system in May 2018, had a site survey, and paid half for installation in June. Nothing has gone right since. The installation failed due to existing weakness in my roof which Tesla missed at the site survey. They paid a portion of a reroof job by a subcontractor which they chose. Due to a Tesla error with my permit, the job was delayed a month and a half. The second installation also failed because the subcontractor didn't reinforce the roof properly. They ordered another reroof. The installation crews came out for a third time, failed the reroof again, and refused to install the panels. Every visit requires me to clear the perimeter around my house. It's now November, and I have no panels. I just noticed that the roofers never reinstalled the mesh in my gutters, and it's nowhere to be found. Tesla has a huge amount of my money. Customer service is an absolute joke once you can finally be connected with them. PLEASE don't be duped by their promises. I had a very nice energy advisor at the Dedham MA showroom. He tried to get things corrected, but his hands were tied when attempting to get departments from all over the country to cooperate and solve this insanity. I was handed off to a customer service representative who repeatedly tells me they are working on it. Engineering just decided my roof is actually fine for the panels now. Really??? How could that be when the installers failed it! When I mentioned that she said she has no idea why I was told that. Beware! You sign a waiver agreeing not to sue Tesla, but use arbitration. I can't even get anyone in the company to acknowledge their liability. I ordered the panels in May to take advantage of a state energy credit this has now expired. This will cost me the projected savings I had banked on. Tesla is doing nothing to make this right. No one in the company knows what anyone else is doing. Their subcontractors are messy, untrained clowns that show up without a drawing of the job, waste two entire days doing a job incorrectly, throw away your gutter mesh, and leave their dumpster in your driveway for a week, along with building materials. Tesla sends no one from panel installation to do any oversight. The entire seven months Tesla has had my money for this job I have had ZERO satisfaction!!! read more

Very disappointed with the customer service at this particular location. The lady at the front desk was chatting with someone and did not pay attention to us for a while until the person she was chatting with noticed us and said "I am sorry, I am just waiting for my car to be fixed". Any acknowledgement would have been ok, "be right with you" would work just fine. This standoffish attitude does not fit Tesla image! read more

First class service - I'm always able to get a hold of someone on the phone so making an appointment is simple. Any notes you provide them are given to the service team so you don't have to have the same conversation multiple times. During my annual service appointment, they dropped me off at work while they worked on my car and then brought it to my office when everything was done. Couldn't be happier with Tesla. read more

Absolutely horrendous experience! Wasted hours travelling and waiting for someone to help me pick up my car. Paperwork was wrong and no one was willing to help me. I was so disappointed, I walked out, twice! It cost me hundreds of dollars and loads of grief. Tesla is an amazing car but the process is an absolute joke. I really hope they can get their act together. It is truly a shame. Good luck Tesla read more

My Model 3 was delivered on November 19th. As described by other reviewers, it was an absolute mad house there during delivery. True to other reports, many people were not getting their cars. Tesla was clearly struggling to manage the load of delivering all of the Model 3s that were being filled. In regards to my experience, my car had not been detailed prior to delivery, complete with plastic and stickers still on the interior, and the battery required charging. However, it was abundantly clear to me that everyone there was absolutely busting ass to get the job done and doing their best to make people happy. Here is the thing that people need to come to terms with mentally in regards to buying a Tesla. This IS NOT a typical dealer experience because this is nothing like the traditional model. Additionally, this is groundbreaking in terms of what they are trying to accomplish. Tesla is still trying to accommodate its growth and is struggling with that growth. You are buying into a sea change as far as how cars operate, are made and sold. As such, this is almost like a kickstarter rather than a 50 year old company. It is definitely far from perfect, but I think that expectations need to be adjusted for the overall goal of this new generation of cars. I hope that things continue to more in a positive direction. So far, I've been delighted with my car. Hopefully once they are beyond the bolus of Model 3 back orders things will improve at this dealership. read more

The Dedham Tesla Store is a very poorly run business with regards to sales and delivery. No coordination between the two organizations, running like amateurs with no heads, maybe they are overwhelmed or out of their league? I ordered a M3 on Sept 24, received a VIN and first delivery date of Oct 8 within a week, and am now on my fourth delivery date 14th to 28th, and now 30th. Filing a complaint with MA Consumer Affairs, I get a different answer every time I call as to why the car will be there shortly and then, no it's not at the hub yet. There's no regard for you as a customer and your schedule plans each time a new delivery date is set. I paid in full for the car before the first scheduled delivery. Never again! Not a model of what Tesla should be, in fact just the opposite, worse than a traditional car dealership! read more

Rejoice! The future is now in Dedham and its Tesla. Can't wait to pick up our pre-ordered Tesla model X. The Tesla model S car is incredible and the soon to be announced electric car for the masses I'm sure will be equally as incredible. Although I'm very disappointed that the showroom is not open on Sunday. What sales office for cars is not available on Sunday? read more

I bought my used Tesla Model 3 last August 2017. A month later they upgraded me from the old 3G to 4G technology for free and while they were upgrading my car they gave me another Tesla to drive while they were working on my car. My car has run beautifully since I bought it last year and have had no issues. I don't regret it for one minute especially when I see the costs of gas these days! Most excellent service! read more

I was so disappointed. I will be picking up my new car in the next week. Yesterday, Tesla announced they are completely revamping critical parts of the hardware. I called Tesla and they told me I have no options, unless I want to forfeit the $2500 deposit I paid. Prior to purchasing, I had asked a few times regarding any major updates. As should be clear, this review is not a reflection of the people at the dealership. Thanks for reading this review. Arvind Narayana read more

I made a mistake and I want Sean Cook to get the credit for being so wonderful at the Dehham Tesla dealership. I had his last name wrong. This is the man you want to go to for your service. He is a dedicated worker who takes pride in the quality of his work. Thanks again for helping me out in a jam. Jackie B read more