A second-time Tesla buyer from Atlanta said her new vehicle arrived with a cracked windshield and that the company still hadn't fixed the damage two months after she reported it.
In a widely viewed TikTok, Jaleé Noel (@ajale.noel) said the experience changed the way she sees Tesla.
Here's what to know
According to Motor1, the buyer said she soon found what she described in the video as "a huge crack on the windshield" on the Tesla she had just purchased. When she went back to ask to exchange the vehicle, she said the dealership chose a repair route instead, but the windshield still hadn't been fixed two months later.
@ajale.noel Sick of this ugly car #teslatok #tesla #badcustomerservice #atlanta #dontbuy ♬ original sound - Jaleé.
Noel said Tesla later suggested the damage may have happened during delivery, prompting her to respond: "So you guys didn't check the car before you gave it to me?"
She said many of her frustrations centered on Tesla's Fayetteville and Duluth locations, where she found managers difficult to reach.
She said the loaner process became its own headache. After repeatedly telling Tesla before her service visits that she couldn't be without transportation, Noel said she arrived for an 8:15 appointment and learned there were no loaners left because they were handed out on a first-come, first-served basis.
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More background
The situation was especially disappointing because she had owned a Tesla before without these kinds of issues. Noel said she "loved" her first Tesla and called that earlier experience "beautiful."
Her complaints also mirror broader criticism about customer service, as Motor1 noted. Based on 748 reviews, Consumer Affairs lists Tesla at 1.3 out of 5 stars, while the Better Business Bureau's online profile gives Tesla a 1.1-star rating out of 5 based on 274 reviews.
Motor1 also reported that some complaints focused on issues spotted before delivery, repair delays, and trouble reaching service managers. Not every vehicle has a bad rap. J.D. Power's 2026 CarPro EV Satisfaction Study Results say the Tesla Model 3 "ranks highest overall and highest in the premium BEV segment," while the Model Y ranked second.
In this case, though, one TikTok commenter summed up the communication concerns this way: "The most frustrating part is the complete lack of human communication and accountability. Everything is automated texts, delayed responses, and dismissive interactions."
What can be done?
Tesla's own guidance gives buyers a relatively small window to report delivery issues. According to Motor1, buyers must document defects within 24 hours or before the vehicle reaches 100 miles after delivery. Tesla covers those repairs under its new-vehicle limited warranty, but owners must schedule service through the company's mobile app.
In the video, Noel urged other buyers to thoroughly inspect the vehicle before leaving the lot and document any problems immediately. She also said she is considering legal action because "there's no way [she's] riding around in a damaged car three months later."
Although she said she had once "loved" owning a Tesla, Noel ended with a blunt warning to other buyers: "If there's something wrong with your car, good luck on getting it fixed."
Where can I learn more?
Noel's complaint echoes other Tesla owners' stories about defects, warranty questions, and frustrating post-purchase repair experiences.
• After a car wash, one Tesla Model Y owner faced a $7,345 seal failure that triggered a repair fight.
• Some 2026 Tesla Model Y buyers discovered a $1,750 adapter problem tied to outlet compatibility.
• Federal regulators opened a probe into suspension failures affecting roughly 1.2 million Teslas.
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