"Tesla owners will get the service they expect from us — period."
Tesla will add 300 approved body shops in the next few weeks, and will "eliminate" underperforming body shops, he wrote.
In addition, the company "will have individuals on our team personally manage each car on behalf of our customers that are in 3rd party body shops."
McNeill, who is Tesla's President of Global Sales and Service, included his post in a thread devoted to a discussion about a blog post written by former Tesla employee and Model S owner Evan Niu for The Motley Fool earlier this week.
Niu said in his post that his Tesla sat in a certified third-party body shop for seven months (and counting), due in part to delays in obtaining the parts needed for the job. Niu placed most of the blame for the problem in Tesla's lap, saying the incident had "profoundly shaken our faith in Tesla as a company and an investment."
Other outlets picked up the story, and detailed the problems and delays other Tesla owners say they have had.
McNeill said Tesla's service record in its own service centers is excellent — almost 20 percent of service jobs in the company's flagship Palo Alto shop are finished "before the customer can finish a cup of coffee."