Refused Delivery of Used Model S

[CameronB]

This has been the Tesla philosophy since day one. Buyers of brand new cars are treated the same way. Order your car and pick it up when ready...not out on the open streets test rides..

This has been the case until recently. It is still technically true, but now they have a "return policy". They state, "We are highly confident that you will feel great about your purchase, which is why you can always return it within two days for a full refund." So they give buyers two days to return it if they, for example, didn't like the way it handled or felt the seats weren't comfortable or whatever.

That's a recent change. Maybe they will extend that to their used cars at some point. I'd guess it wouldn't be highly likely, but it's a possibility to "split the difference" between Tesla doing things the way they like to do vs customer expectations based on traditional car buying process.

 

[SMAlset]

This has been the case until recently. It is still technically true, but now they have a "return policy". They state, "We are highly confident that you will feel great about your purchase, which is why you can always return it within two days for a full refund." So they give buyers two days to return it if they, for example, didn't like the way it handled or felt the seats weren't comfortable or whatever.

That's a recent change. Maybe they will extend that to their used cars at some point. I'd guess it wouldn't be highly likely, but it's a possibility to "split the difference" between Tesla doing things the way they like to do vs customer expectations based on traditional car buying process.

To clarify on the New car policy, it is return in One Day if you test drove the model, and 3 Days if you didn't have the opportunity to test drive. Here's the full policy on their website: Return Policy

 

[CameronB]

To clarify on the New car policy, it is return in One Day if you test drove the model, and 3 Days if you didn't have the opportunity to test drive. Here's the full policy on their website: Return Policy

Thanks for the clarification.

I still think maybe some variation of that could be useful for their used cars as well, just to give the added piece of mind even if, as others have mentioned, practically speaking if there are mechanical issues they would very likely be covered under warranty.

Also, FWIW, I purchased two (new) custom BMW orders in the past (i.e. not off of a dealer's lot) and, similar to Tesla, I completed my paperwork and payment information before getting access to the car. In one case, I didn't even SEE the car until after the paperwork, let alone get a chance to "test drive" it. Maybe that was not the norm, but it was the case for me. I know those weren't used, but just adding another data point that at least with new cars that are custom ordered, Tesla may not be alone in the 'payment first'/'no test drive' category (though they may be more rigid with it).

 

[SMAlset]

This is super informative. Thanks! I still see nothing about the most important aspect of this transaction... the 4 year CPO warranty. Any word on if these cars will come with a 4 year warranty, as otherwise they will be no different compared to the hundreds of used Tesla vehicles you can already buy at car dealers.

I also found this interesting...

“To manage a growing used car business, Tesla is relying on outside firms, including Manheim and Adesa KAR , according to two people familiar with the situation. These businesses help move and manage used cars, putting them through inspections, reconditioning and sales to wholesale customers.”​

Why can't they not do all of the above but instead sell at a higher price to actual customers with a 4 year CPO warranty rather than sell the cars at a lower wholesale price? Being able to buy a CPO car that has been reconditioned fixes most of the present issues.

Lots of companies prefer to go the wholesale route and sell to those businesses and not get all involved in the end-customer route which many times will also involve financing. Much quicker turn around to deal with a wholesaler who buys multiple cars, has funding in place for the bigger purchase and sails through the transaction. Given how Tesla's focus now is on producing cars in volume and getting them out the door and into the hands of new owners, I can see why they don't really have the manpower and time to process all those additional transactions. They take in used cars as trade-in for customers, but really don't think they want to be so much in the used car business. I can understand that. Not really their business model.

BTW for all the new cars we bought from dealerships (Hondas and Toyotas) we never got to test drive the vehicle ahead of time. Got to inspect it but that was it. They had test drive models we took out for a quick spin. Suspect too much of a risk the car gets damaged, they take a hit on it then and the "buyer" backs out. Just don't think it's worth the potential headache for them especially when they will stand behind the vehicle they are selling to cover any due bill issues.

 

[kaidou]

Just FYI from my own experience, delivery center told me that every defects that I found in three days (including cosmetic other than previously disclosed photos) can be fixed on Tesla. So I replaced the rear tire for free due to the huge nail in the 1st day.

It's probably not 'return if you don't satisfy in three days' for CPO cars. Instead, they do Due-Bill process for CPO cars instead.

 

[Snerruc]

Thanks for the clarification.

I still think maybe some variation of that could be useful for their used cars as well, just to give the added piece of mind even if, as others have mentioned, practically speaking if there are mechanical issues they would very likely be covered under warranty.

Also, FWIW, I purchased two (new) custom BMW orders in the past (i.e. not off of a dealer's lot) and, similar to Tesla, I completed my paperwork and payment information before getting access to the car. In one case, I didn't even SEE the car until after the paperwork, let alone get a chance to "test drive" it. Maybe that was not the norm, but it was the case for me. I know those weren't used, but just adding another data point that at least with new cars that are custom ordered, Tesla may not be alone in the 'payment first'/'no test drive' category (though they may be more rigid with it).

Years ago I bought a Volvo on an international contract. I had to pay in full 30 days in advance of pick up.

 

[Az_Rael]

I still think maybe some variation of that could be useful for their used cars as well, just to give the added piece of mind even if, as others have mentioned, practically speaking if there are mechanical issues they would very likely be covered under warranty.

Like the CarMax return policy. Had a coworker use that once. They bought a minivan that ended up having transmission trouble 2 days later. Carmax and Honda tried to fix it, but the repairs were going on for a couple weeks. Coworker said "Nope, I'm done" and they said OK! and gave him the option of getting his $$ back or letting them find him a different minivan. He was pretty happy with the experience in the end.

Of course, a return policy like that would force Tesla to do better inspections and reconditioning up front so that people aren't finding issues then just returning the car instead of dealing with the hassle of repairs.

 

[CameronB]

Years ago I bought a Volvo on an international contract. I had to pay in full 30 days in advance of pick up.

Looks like this thread is reporting more and more of those instances, even with non-'premium' manufacturers. So I guess not being able to 'test drive' your specific car before paperwork and payment is taken care of, isn't completely unusual.

But I know the thread is focused on a used car. I haven't bought a used car in quite a while, so I really don't know - but I would guess that you could always test-drive used cars before signing paperwork and providing payment (excepting Tesla)?

 

[Ulmo]

So I am a long time Tesla admirer but I just tried buying a lightly used Model S this weekend. I started working with the sales advisor on Tuesday and she found me a car and I put my deposit down with trepidation because I have never purchased a used car sight unseen before. I doubt many people in my shoes ever have done the same. But nevertheless, I was excited to be the owner of a Tesla. I expressed my fears to the sales advisor at the time, and her answer was the “thousands of people have purchased their car this way.” So I just went with it. The MS was in Fremont. I told them the only day I could come up to pick it up was yesterday. They pulled some strings and made it possible. I was stoked.

I woke up yesterday morning and whisked my family into the X5 to make the six hour drive to Fremont. Driving to Fremont with a four-year old for six hours isn’t pleasant by the way. When I get there it was all smiles. I checked in and waited for a delivery specialist to become available. We waited for a while and my wife gets up and asks if there’s any way we can inspect the car while we wait. The person at the front desk looks at her dumbly and says, “we thought you’d be doing that already.” Strike one.

We go take a look at the car. It looks in decent shape. It was raining and I couldn’t see the paint very clearly. What I did see was a dent in the nose come about an inch by two inches that I did not see in the pictures that were sent over. It’s not desireabld but I could live with it. Still strike two.

We get into the car and start messing around with the settings and getting familiar with the user interface. We get a text from ‘Dan’ our delivery specialist, who by the way looks like he’s twelve, to come inside to meet him but we were already in the parking lot. He comes out to meet us at the car. His first main sentence after introductions was along the lines of, “I have this car too and I love it and you’re going to love it too.” I start thinking in my head that ‘great a prepubescent boy has a car that I’ve wanted for the last six years... awesome.’ Nothing against his age but definitely know your audience before speaking. We start looking through the car again and I said, “great, let’s take her for a spin to verify how she handles.” This is where things go south. Up until this point, no one had told me that there were no test drives on the vehicles at the delivery center. I had no reason to research this because it is common sense to want to drive a vehicle before you purchase it to make sure it handles like it should. Obviously his answer was, “oh we don’t do that here.” This was strike three.

What I planned my first post to be on this forum was one of joy to finally be a Model S owner has turned into one of sorrow and anger. They tried to find a middle ground and let me drive it within their parking lot, which for some might be sufficient, but honestly it was adding insult to injury. How can you open the car up at speed when there are speed bumps every 200 feet? How do you hear squeaks and rattles?

Supervisors were called at both the delivery center and with my sales advisor that was based in San Diego. No supervisor ever bothered to approach me directly. My delivery specialist seemed uninterested and unphased by my concerns. My sales advisor feverishly tried telling me that she told me there were no test drives. (I checked my emails and nope nothing mentioned about this)

I walked away from delivery. And I am bitter. I am angry. Even though the car was missing the two features that I wanted, I was willing to accept the delivery if I was able to drive it to verify that it handled correctly. I don’t think that was too much to ask. Had I been given five minutes of time with the car on the road, it would be sitting in my driveway right now. But due to sales advisor incompetence, my expectations were not managed and now I think Tesla was trying to hide something from me about not only that vehicle, but ALL of their used vehicles.

In my 33 years of life, I have purchased probably 15 brand new vehicles. I am not new to spending money on cars or the sales process. But I don’t think it’s unreasonable to expect to drive the car you are wanting to drive for the next couple of years as a daily driver before you sign your name to take it off the lot, especially with the amount of money at stake. I held Tesla on a pedestal for many years. They were my halo brand. But you know what? Their customer service leaves something to be desired.

That's insane. You have to test drive every car you drive before purchase. You should bring it to an independent mechanic to have it checked out before purchase.

Use your dollars on a vehicle where you CAN test drive it and have a mechanic check it out. I'm not discounting that this could be a private sale used Tesla; in fact, I like that idea.

 

[Eevee]

I've only ever bought one new car in my life. I've owned a bunch of cars and test drove every one except that new one and my used Tesla. The new one we bought we test drove a comparable one and then placed our order. At the time, the new ones were selling for less than the used ones.

The used Tesla purchase process is VERY different from any other purchase process, new or used. There are pros and cons. One pro is that you can reserve your specific car online and put it on hold so no one else can buy it out from under you. Other used cars don't have that option except for CarMax when you have a car transferred to your local CarMax. With CarMax you have to pay the transport fee whether or not you follow through with your purchase, but you still get to test drive the car before you finalize your purchase.

When you purchase from an individual the process can vary quite a bit. But usually I've been able to do a test drive and take the car to an independent mechanic, on my dime, if I've asked. When purchasing from a used car lot that is not a big chain like CarMax, it's usually a test drive and then you buy it that day or you walk away. So if you see it online and want it but you live a ways away, you better get there before someone else snags it.

Usually, there are some "lemon laws" that protect buyers from bad cars. You generally have a few days or a week to change your mind about the purchase of a car.

Overall, my used Tesla purchase was pretty smooth and I think I would do it again. But I also understand the complaints of the OP and others.

 

[BulldogsRus]

Isn't the car under warranty? Any performance or mechanical issues would be dealt with. What you are looking for is cosmetic issues that you could not see in photos, or that obviously occurred AFTER your photos were taken.

Sorry you didn't want the car. I think you should have realized that before purchasing, rather than putting everyone through all the trouble after the fact. Seems like you were hunting for reasons to bail.

Sure, but as has been experienced and mentioned many times by other owners, you run the risk of getting a tech that after having your car in the shop for a few days, simply comes back and states "the issue falls within the expected range" like panel gaps, rattles, etc.

 

[BulldogsRus]

That's insane. You have to test drive every car you drive before purchase. You should bring it to an independent mechanic to have it checked out before purchase.

Use your dollars on a vehicle where you CAN test drive it and have a mechanic check it out. I'm not discounting that this could be a private sale used Tesla; in fact, I like that idea.

Not many independent mechanics are going to have any Tesla experience, IMHO.

 

[BerTX]

Sure, but as has been experienced and mentioned many times by other owners, you run the risk of getting a tech that after having your car in the shop for a few days, simply comes back and states "the issue falls within the expected range" like panel gaps, rattles, etc.

That is possible. I have never experienced anything like that.

BTW, people keep citing "panel gaps" as examples of horrible things that won't get fixed -- panel gaps is something that doesn't require a test drive to find, so not really applicable here. I doubt they would do much to re-align panels, as that was the responsibility of the previous owner to have corrected, but the person buying the used car from Tesla can refuse delivery and apply the deposit to another vehicle.

 

[LCR1]

Not many independent mechanics are going to have any Tesla experience, IMHO.

The only thing different from any other car is the software. Brakes still work like brakes, body panels still work like body panels. Electric motors will still be electric motors.

 

[BulldogsRus]

The only thing different from any other car is the software. Brakes still work like brakes, body panels still work like body panels. Electric motors will still be electric motors.

True, but most 3rd party dealers don't even remember to charge the vehicles when you ask for a test drive! I mean, without a complete service history can a mechanic know about any previous issues or whether something works properly on one? How would they even know what to look at w/an electric motor?

 

[LCR1]

The same way any person who works on electric motors diagnoses and tests them, they're simply a 3 phase electric motor. There are plenty of EVs out there that use the same principals of Tesla who aren't so secretive how they work, most Tesla techs I talk to got all the electric and/or hybrid certs for whatever brand they worked on before coming to Tesla. The same is true for any independent shop I go to, they've all been factory trained at some point and decided to open up shop, you really think as the EV market opens up there wont be a bunch of Tesla techs that will jump ship and open their own shop? I know factory Ferrari mechanics that work on the Ferrari challenge projects who jumped ship to go independent.

If someone is going to joe blow that doesn't know their head from their ass right now for their independent work nothing will stop them form doing it again for an EV

 

[CUBldr97]

, they will arrange for it to be processed and delivered to a location for your pick-up.

yeah they don't do that part anymore, nor do they due the really thorough inspections, repairs (prep) anymore....

Tesla has never let you test drive the car... good bad or other, i was nervous about that too, but I trusted the inspection and certification process it went through... you probably would also not like the fact they will not give you the service history either, even though they it all digitally.