Tesla owners love the car, but not the customer service

Tesla's cars have plenty of fans but increasingly, some owners point to poor customer service - Tesla

Some owners tell us the service has made them less enthusiastic about the brand

The news about Tesla is dominated these days by the drama surrounding CEO Elon Musk's proposed $56 billion pay package. However, an analysis of Tesla reviews posted at ConsumerAffairs suggests someone at the company should be paying closer attention to customer service.

Of the 546 reviews posted over the last 12 months, Tesla earns an average 2-Star rating on a 5-Star system. Twenty-two percent of the reviews give Tesla 5 Stars while 67% only give it 1 Star. 

When you look more closely at the reviews, it’s clear many people really like the cars, but even more are not crazy about the service they receive. That said, Julie, of Rochester, Minn., is very happy with her recent purchase of a 2024 Model Y.

“The Torque is off this chart,” Julie wrote in a ConsumerAffairs review. “You don’t know what real Torque is until you drive a Tesla. It makes driving way easier.”

Range anxiety

But doubts seem to creep in the longer you drive a Tesla. Dimitria, of Boston, says she has driven a Tesla since 2021. She says her only complaint is that there aren’t enough superchargers, making it hard to take the car on a road trip.

“And if there is one you have to go off the road to some little town and once you get to where the stations are, you can find them in the parking lot,” she wrote. “I am considering getting rid of this car and going back to gas. I travel often and I need ease. It is way too stressful.”

Neringa, of Ft. Lauderdale, is one of our reviews who loves the car but the customer service – not so much.

“Let's start with the positives: the Tesla car is undeniably excellent,” Neringa said in a ConsumerAffairs post. “From its sleek design to its cutting-edge technology, driving a Tesla is an experience unlike any other. The performance, efficiency, and eco-friendliness are truly commendable, and it's clear that Elon Musk and his team have poured their hearts into crafting an innovative vehicle.”

‘Frustrating ordeal’

But Neringa says her enthusiasm for the car was dampened by what she described as a “frustrating ordeal” with customer service. “Upon returning my leased vehicle, I was hit with an unexpected wear and tear charge that I believed to be unjust,” Moringa said. “I promptly reached out to Tesla through both phone calls and written complaints, but to my dismay, I received no response.

“When I finally managed to speak to someone, I was met with unhelpfulness. Even the basic courtesy of an automated email acknowledging receipt of my complaint was absent, leaving me in the dark about whether my concerns were being heard at all.”

Erin, of Lake Worth, Fla., has even more experience with Tesla customer service since she says she has leased three Teslas since 2015.

“I was going to order my fourth, but I hate to say that their customer service is the worst experience I’ve ever had with any company,” Erin wrote. “The leasing company has no idea how to communicate.”

You can read a lot more verified Tesla reviews here.

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