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November 2023 by G
The entire experience of the new buying process was extremely disappointing. This dealership is the sole option for picking up vehicles purchased outside of New York City, leading to excessive volume and delayed car deliveries. Unfortunately, none of this information was disclosed when we initially purchased the vehicle. We had already placed a non-refundable deposit for financing options without being informed about the potential delays. In addition it is impossible to actually speak to anyone at the location if you have questions. The customer service rep I was assigned had very few answers and kept saying I was in FL when I told him multiple times I was in NY. I would have paid for delivery to my home if possible, but was told after that it would months before I could get delivery. Furthermore, Tesla offered 3,000 less than my trade in was worth so I had to sell to carvana 2 hrs from the dealer which again complicated the situation.As the purchase progressed, we learned that the vehicle could only be picked up from the Mount Kisco dealership, creating complications due to our five-hour distance from the dealership. Upon arrival, we faced a two hour wait because our car, which had been there for over a week, hadn't undergone inspection.Despite these issues, there were no efforts to expedite the process. When discussing the matter with the manager, the response was dismissive, advising against souring our own experience. This is apparently a common problem as everyone there was delayed. And the response given was that “we are a busy dealership we deliver about 80 cars a day”. No apologies or reason for the delay leading me to believe they don’t understand the operations to their business. They need to limit the amount of appointments per day to what they can handle, or at the very least update the expectation from "express" pick up, to 2 hour pick up. We had to extend our child care due to the delays.While I have a genuine appreciation for Teslas, the challenges in the buying process made this the worst new car purchase I have ever had (we have purchased 6 new vehicles). Until transparency in the delivery process is established I would not recommend buying from Tesla.
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November 2023 by Garret D.
The entire experience of the new buying process was extremely disappointing. This dealership is the sole option for picking up vehicles purchased outside of New York City, leading to excessive volume and delayed car deliveries. Unfortunately, none of this information was disclosed when we initially purchased the vehicle. We had already placed a non-refundable deposit for financing options without being informed about the potential delays. In addition it is impossible to actually speak to anyone at the location if you have questions. The customer service rep I was assigned had very few answers and kept saying I was in FL when I told him multiple times I was in NY. I would have paid for delivery to my home if possible, but was told after that it would months before I could get delivery. Furthermore, Tesla offered 3,000 less than my trade in was worth so I had to sell to carvana 2 hrs from the dealer which again complicated the situation. As the purchase progressed, we learned that the vehicle could only be picked up from the Mount Kisco dealership, creating complications due to our five-hour distance from the dealership. Upon arrival, we faced a two hour wait because our car, which had been there for over a week, hadn't undergone inspection.Despite these issues, there were no efforts to expedite the process. When discussing the matter with the manager, the response was dismissive, advising against souring our own experience. This is apparently a common problem as everyone there was delayed. And the response given was that "we are a busy dealership we deliver about 80 cars a day". No apologies or reason for the delay leading me to believe they don't understand the operations to their business. They need to limit the amount of appointments per day to what they can handle, or at the very least update the expectation from "express" pick up, to 2 hour pick up. We had to extend our child care due to the delays. While I have a genuine appreciation for Teslas, the challenges in the buying process made this the worst new car purchase I have ever had (we have purchased 6 new vehicles). Until transparency in the delivery process is established I would not recommend buying from Tesla.
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November 2023 by Ramona F.
Drove two hours to pick up our new Tesla, horrible experience from entry to lot. Rude staff, no customer service skills, disorganized. Hope the car performs better than the people and process at Tesla. Britt and Ashley were very helpful. Talked to manager Sarah and she was great!
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November 2023 by Zac
Mixed experience:The staff I met with were especially nice and patient:Matthias was my first interaction and he was knowledgeable, patient and helpful in getting me checked in and explaining the process. He informed me that their location was particularly busy and I'd probably have to wait a little past my appointment time. Excellent, thank you for letting me know when I arrived so I could manage expectations.Nick later finalized the paperwork and took me to the vehicle. Nick was FANTASTIC - he took his time answering my questions, reviewing the car with me and never made the process feel rushed, which he easily could have chosen to do (more on that later).Unfortunately, the vehicle had paint imperfections from the factory (California) on the quarter panel. Such a disappointment after everything that goes into ordering and delivering, that this very visible mistake wasn't caught during their QA process... Nick was tremendously helpful and reviewed various options with me and his approach to all of it was nothing short of wonderful. Thanks so much Nick!The rest of the delivery experience was disappointing:It was a ZOO there. I arrived 45 min early and was content to wait. However, my original delivery appointment time was surpassed by 1 hour and 45 minutes before the process itself could actually begin.All of which is to say that the Mt Kisco location in Westchester is overwhelmed with order/deliveries and understaffed to deal with them. In addition to the NYS inspection sticker printing being unreliable at best, which slowed things down further, the fact is they have more delivery appointments than they have staff to assist with.An hour and a half to wait PAST an appointment time because their location is clearly overwhelmed is unfortunate and fairly unacceptable. The staff, again, were very nice to work with - but that doesn't excuse or make up for the lack of staffing.STOP making appointments that you can't properly manage Tesla.
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November 2023 by Diane St. Pierre
Brittney was brilliant. Very professional and personable. The whole experience was great. I love my Tesla
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October 2023 by Jack G.
Pick up of our Model 3 in August, experience went well here. They were busy. Had to wait approximately an hour to complete purchase process and take delivery. Would recommend improvement in status update while waiting, yet not a major issue, I've had to wait to complete and take delivery of ICE vehicles in the past. Staff delivering vehicles were friendly and busy. The purchase process is extremely app driven. Thus you deal with many different people in the overall process, this adds to the feeling of and comments here of chaos I believe.Fun car to drive. Car great thus far.
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September 2023 by sash TT
Great place with very nice workersAbove and beyond serviceNever experienced this type of service in other dealershipsFeeling friendlyVery busy parking, new vehicles driving back and forth between receiving and deliveryBetter don’t try to drive in, just simply park on a street, meters rearly checked
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September 2023 by Michael Piccone
Delivery experience was quick and great, once my unique circumstance with my trade-in was understood! Staff was very friendly and I can tell that every Tesla that is sold to someone is special to the staff.One thing to note (to whom it may concern), the lounge area is a DUMP! Especially for picking up delivery or getting a vehicle serviced, I would’ve expected something more upscale, but more importantly clean! There were stains and debris all over the carpet. The chairs are heavily marked and need to be replaced. Coffee station looked sparse. Boxes were visible under desks located in the lounge area. If I just spent that much money on a vehicle, I would expect the lounge area to be the same standard as the vehicle itself.
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September 2023 by Samuel Carter
The staff are nice and try their best, but there are serious organizational issues at this location. I had to wait several weeks for a service appointment for a simple part replacement, then waited over two hours to be told the part was not present. They weren't even willing to offer a few months of premium connectivity for all the wasted time. Also, you are often handed off between many different representatives during the course of the visit.
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September 2023 by Stephen Szymanski
I had a pretty rough experience pre delivery, particularly with my trade-in. They were slow getting me the offer and it caused my appointment to get moved a day later. It's why I didn't give 5 stars. I live over 3 hours away, so getting there takes some planning.Once I got there my experience was fantastic. We had a 530pm appointment, the place is pretty easy to find. We arrived about 5 minutes early, traffic was spectacular. Immediately had a rep help us, signed some documents, cleared out the trade, inspected the vehicle myself and it looked fine, switched plates to the Tesla, set-up the car key, and we were off. I'm total we spent about 30 minutes there, and most of that was due to moving stuff to the new car. They were busy and still managed a super smooth delivery experience.
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September 2023 by Cheryl A.
Our delivery of a new Tesla was seamless this morning! Timely and the car was clean and ready. We had a lot of questions that were answered by staff with details, patience and personal attention. Talked to at least four staff and they were all super friendly. One tip is to book your delivery early in the day. Worked for us! Happy new Tesla owners here.
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September 2023 by Jay Villeneuve
This place is a busy hive of curious shoppers with questions, outnumbered salespeople doing a great job of answering questions, prepping cars and explaining the cars. It's a small lot and the whole feeling is a little frantic. But I give them a lot of credit. They spend the time you need with you and move the process along. The Tesla buying experience is a very different one as it's done mostly on an app at home! Buying a car these days is about knowing what you want from internet research and then going to test drive and order it. Very little pressure since cars are selling themselves now. So while it's a pricey time to buy, it's a no pressure time and Tesla takes that to the next level. "Here's all the great features and advantages. And it's cool. If you want one, go order one please!" That's about it ?
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September 2023 by Timea Szabo
Buying car they are so nice. But when you drop of car for service it’s nightmare. After our service we realized they massed up our car. Broke the little storage under the screen, they did something with my screen also. My whole white interior was black! If no warranty on a car then no loan car! Ridiculous! Bad experience!
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August 2023 by Charles R.
Best ,car buying experience everFriendly staff ready to spend time with you.No pressureGood communication throughoutSimple, fast delivery
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July 2023 by Cameron
Overall great experience on my end. The staff here was very welcoming and helpful with any questions I had during my delivery process. I had a 12 PM appointment for trade-in and delivery, though had to wait until 12:30 PM for me to take delivery since my Model 3 was in the process of being inspected. I'm docking one star here because my windshield wiper fluid was bone dry (which I found out on the drive home unfortunately) - this makes me question exactly what was inspected on their end. Other than that, I was in and out; I will never be returning to a typical car dealership again.