I Brought My Tesla Model 3 In for Its First Service, and It Was Meant to Be an Easy Fix, But Now I’m Waiting on Footage to Prove They Damaged It

There’s a kind of nervous excitement that comes with your first service visit. Whether it’s your first oil change, a tire rotation, or in this case, a low-voltage battery replacement for a Tesla Model 3, the service is a moment where trust is handed over with your keys. Most of us expect that the process will be quick, smooth, and uneventful. But that wasn’t how it played out for Des Facundus. 

Finding his story this morning in the “Tesla Model 3 and Model Y Owners Club” group on Facebook, I read on a situation that began with a routine service and ended in disbelief. He had taken his Model 3 in for what should have been a straightforward battery replacement. Instead, the visit stretched into a two-hour wait. And when the car was finally brought around, Des immediately noticed something was wrong.

"First time ever getting my car serviced and they took over two hours to put a low-voltage battery in. When they brought my car around after service, I noticed a huge paint chunk missing and they claim they did not do it. They absolutely did and now I have to wait a few days for video footage to prove it wasn’t there when I pulled up... great first experience."

What started as a simple battery replacement quickly turned into something far more frustrating. The two-hour delay alone was enough to raise questions, but discovering a large paint chip and being told it wasn't their fault added a whole new layer of disbelief. Now Des finds himself stuck in a tricky situation, waiting for surveillance footage to do the talking because the service team wouldn’t.

Other Owners Speak Up

But Des isn’t alone. When he posted his experience, others chimed in with similar stories that shed light on what might be a more common issue than many Tesla owners realize. Some brought up long wait times for service, and others discussed their own struggles with exterior damage, and a few even questioned whether Tesla’s much-touted Sentry Mode could have helped.

Daniel Guzman asked just that: "Would Sentry Mode not pick that up? I’ve only had my Tesla for two days so I’m just asking."

It’s a good question, and one that other Tesla owners have asked before. While Sentry Mode is often highlighted as one of the Model 3's standout features, there have been multiple reports suggesting that Sentry Mode doesn’t always catch incidents, especially when the vehicle is inside a service center where it may be deactivated.

Others have also learned the hard way that forgetting to turn on Sentry Mode can lead to equally frustrating outcomes.

Thomas Walter then commented, "I had the exact same thing in the exact same spot. Tesla is covering it under warranty. It took nearly 5 months to get a body shop appointment. The wait was so long. It’s getting painted in May. Yes they will cover it as there are no signs of external damage. And no it was not their fault. A car wash or power washer did it."

But Des wasn’t buying that explanation for his case:

"This photo I took on site shows that the mark itself is consistent with the angle of the scratch and impact as something was obviously dragged into the car (like a boot). I’ve never power washed the car and at car wash. Did not get on the inside of the door panel and scratch the car…not plausible. I notice if a spider web is on my car… it went in without [scratches] and came out with it."

Des’s attention to detail makes it hard to believe this was a pre-existing issue. His statement captures a frustration many Tesla owners feel: that they take pride in their vehicles and know them well enough to recognize even the smallest change.

Then came Chandler Nilles with a confession: "I accidentally did that to our first Tesla with a pressure washer on the same part of the car."

It’s a helpful reminder that not all paint damage stems from negligence at a service center. But when you know your car and you’re sure it went in pristine, the doubt just isn’t there. That’s what makes situations like this so frustrating.

A Broader Conversation on Tesla Service

This also ties into a broader conversation among Tesla owners. Many are still grappling with the reality of battery health concerns and unexpected degradation, which have caught some Model Y owners off guard. Others are questioning Tesla's internal processes after realizing that damage can happen when Sentry Mode isn’t enabled. For many, their first time owning a Tesla has been an emotional rollercoaster of excitement, confusion, and unanticipated issues.

These stories show how much owners are expected to trust the process when bringing their cars in. Some of that trust is reflected in how owners answer questions like whether they’d buy a Tesla again, independent of the politics and media noise, and the responses often reveal just how complex that relationship with the brand can be.

But when damage does occur, the burden of proof unfairly shifts onto the customer, especially when the service team simply says, "It wasn’t us." when bringing their cars in.

When Accountability Feels Optional

Stories like Des’s reveal a recurring pattern in today’s EV ownership landscape. This being a pattern where accountability often feels like an afterthought, especially when expectations clash with reality. There’s something unsettling about how quickly the tone can shift when damage is discovered. The expectation is that the brand will take accountability, especially when customers invest their trust, and not to forget tens of thousands of dollars, into a car that sells itself on innovation and excellence.

Tesla has made incredible vehicles, no doubt. Yet the service experience could lag behind the sleek technology these cars promise, and situations like this highlight the growing pains. The fact that Des is now waiting on surveillance footage just to prove something that should have been addressed with transparency and care speaks volumes.

In fact, many drivers have shared that even with frustrating experiences, their love for the Tesla driving experience remains strong. That said, owners still deserve more clarity, not more questions.

Moral Takeaways

• Always take photos or video before service: A quick walkaround before you hand off your keys can make all the difference if something goes wrong.
• Ask about Sentry Mode or internal monitoring: Some service centers disable it, so know whether your Tesla will be protected while it’s out of your hands.
• Trust your instincts: If you know your car and something doesn’t look right, speak up. Early documentation can make or break your case.
• Don’t hesitate to escalate: If you feel brushed off, go higher. Service advisors aren't the final word. Especially if you're certain there was foul play.
• Share your story: Whether it's on forums or in comment sections, your experience might help others navigate similar situations.

Have You Been in Similar Shoes?

Ever pick up your car from service only to find damage that wasn’t there before?

What do you think of Des' situation? Do you think it's likely that the service guys are just trying to avoid the blame?

I'd love to hear your opinion in the comments section below, so don't hesitate to reach out.

Aram Krajekian is a young automotive journalist bringing a fresh perspective to his coverage of the evolving automotive landscape. Follow Aram on X and LinkedIn for daily news coverage about cars.

Image Sources: Tesla Gallery and the “Tesla Model 3 and Model Y Owners Club” public Facebook Group.