An Atlanta woman who loved her first Tesla says her second purchase has been a nightmare. What started with a cracked windshield on a brand-new car has turned into months of frustration.
Jalee Noel, who posts on TikTok as @ajale.noel, says she noticed the damage shortly after buying the vehicle. She contacted Tesla, expecting the company to fix the problem or replace the car. Instead, she says she has spent months trying to get the windshield replaced.
Things got worse when Noel showed up for a scheduled repair appointment. She says Tesla had promised her a loaner vehicle, but when she arrived, none were available.
Now, the unhappy customer says she may take legal action. Her experience has also changed how she feels about Tesla, a brand she once loved enough to purchase twice.
A Cracked Windshield
Embedded media follows; please allow a moment to load.
@ajale.noel Sick of this ugly car #teslatok #tesla #badcustomerservice #atlanta #dontbuy ♬ original sound – Jaleé.
Noel opens her TikTok with a warning for anyone thinking about buying a Tesla.
“I don’t know if anyone else has a Tesla … hold off on buying them,” she says.
She explains that she purchased a new vehicle, only to discover a large crack in its windshield. She says she noticed the damage almost immediately and returned to Tesla.
According to Noel, she asked the company to exchange the damaged vehicle for another one. Tesla employees instead told her they would repair the glass.
She claims the company suggested the windshield had cracked during delivery. That explanation only made her more upset.
“So you guys didn’t check the car before you gave it to me?” she asks.
In the video, Noel shows viewers the damage and explains that she has continued driving the car while waiting for a repair.
No Loaner Available
The cracked glass was only part of Noel’s complaint. She says repeated calls, emails, and appointments have done little to solve the problem.
She also claims Tesla employees offered her one month of free Full Self-Driving instead of the resolution she wanted.
“No, I want my car fixed or a brand-new car,” she says.
Noel explains that she needs a vehicle for her daily responsibilities. Before scheduling service, she made it clear that she would need a loaner while her Tesla was being repaired.
She says Tesla assured her that one would be available.
However, when she arrived for an 8:15 a.m. appointment, she learned that the service center had no loaner vehicles left.
According to Noel, employees told her the cars were available on a first-come, first-served basis.
That left her with a difficult choice. She could leave her vehicle for repairs without another car to drive or continue using the Tesla with its damaged windshield.
Noel also criticizes the Tesla locations in Fayetteville and Duluth, Georgia. She claims she has struggled to reach managers and get clear answers about the repair.
What Tesla Says
Tesla’s service center guidelines explain that customers may qualify for complimentary transportation while their vehicles are being repaired.
However, a loaner is not guaranteed. Tesla says vehicles undergoing warranty repairs receive priority, and loaners are subject to availability.
Customers can also communicate with service employees through the Tesla app and check their repair status.
Tesla’s delivery instructions explain how buyers can accept their vehicles and complete the pickup process through the app.
Buyers should inspect their vehicles carefully and document any problems they discover.
Another important detail concerns windshield damage. Tesla’s New Vehicle Limited Warranty generally excludes cracked, chipped, or scratched glass unless the damage results from a covered defect in materials or workmanship.
That distinction could matter when determining who should pay for a replacement. Noel, however, says the crack was present when she first received the vehicle.
Done With Tesla
What makes Noel’s experience especially frustrating for her is that she wasn’t a first-time Tesla buyer.
She says she loved her first vehicle and had a positive ownership experience. That history helped convince her to purchase another one.
Now, she says the way Tesla has handled her complaint has destroyed that confidence.
She tells viewers that anyone planning to purchase a Tesla should inspect the vehicle closely before leaving the delivery location.
“If you don’t and there’s something wrong with your car, good luck on getting it fixed,” she warns.
Noel says she is considering legal action after spending months trying to resolve the problem. She wants either a repaired vehicle or a replacement.
Her complaint remains her account of the dispute, and the TikTok does not establish whether Tesla has since completed the repair or whether she has filed a lawsuit.