ComplaintsforTesla, Inc.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hi, I ordered a Powerwall in Dec 2020. Tesla sent me a contract dated 1/1/2021 for $25,787. I have waited 20 months, made dozens of calls to customer service about the delay and they never responded. I got an updated contract today and I e-signed it without checking...Tesla never informed that my price was increased to $27,400. It was a misleading email asking me to sign an updated contract. Tesla has acted in poor faith...not been helpful and tried to raise prices without informing me. I signed a commited contract in January 2021 and I would like them to honor that price. They are not being fair and are using deceptive practices after making me wait for 20 months. Appreciate your help.

  Business response

  08/05/2022

  We thank the customer for bringing this to our attention and apologize for any inconvenience. A Tesla employee will be reviewing the issue raised in this complaint. 

  Customer response

  08/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Hi ******
  
  Yes I am happy with the resolution. How do I leave feedback or convey my appreciation to BBB for helping me out?
  

  
  
  Regards,
  
  *********************

• Initial Complaint

  08/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a reservation for a Tesla car RN117157007 with an estimated delivery of August. Since then, Tesla has pushed this date back multiple times and now is 10/13/22. It is misleading to get a consumer to order a car and give an estimate to later change it and hold you hostage to that order. I ended up canceling the reservation after multiple changes, a vin was never assigned to me and now they dont want to let me speak to a manager at the business. They are refusing to refund the $250 but it is not my fault that they dont have the car, and keep changing the dates. I am requesting a refund. Why hurt consumers and take their money when you havent done anything for me? You havent provided any services and havent even started on my car or assign a vin number

  Business response

  08/09/2022

  We thank the customer for bringing this to our attention and apologize for any inconvenience. A Sales Manager has been in contact with the customer to address their request to have *********************** nonrefundable order fee refunded within the past 7 days. Tesla has presented our position to the customer and stands firm on its decision. 

  Customer response

  08/09/2022

  Complaint: 17658079
  
  I am rejecting this response because:Tesla advertised on their website at the time of order the earliest date of August to attract customers into placing order making us believe that there was a small chance that orders could be delivered by then. After the order was placed, Tesla change the estimated date multiple times from August to, September, to October. This company did not provide any service for me to be able to take my $250 and keep them (stealing money from a consumer) without providing any service. The car had no been assigned, production had not started, and I ended up having to cancel the order because they changed the estimated date multiple times. They have provided refunds for multiple customers, so their practice is discriminatory and lacks fairness and consistency. How can an **************** take money away from a consumer without providing any service. They did not incur any loss while hurting consumers at the same time. This needs to change and I will take my case to small claims. I do not agree with the resolution and this should remain posted publicly for other consumers to be aware of this business practice. I also tried to escalate to the corporate office and they denied me that right. The only settlement I would agree on is the refund of the $250 that belongs to me that you have not provided any service on and that ethically you should refund 
  
  Regards,
  
  *****************************

  Business response

  08/11/2022

  We thank the customer for bringing this to our attention and apologize for any inconvenience. Tesla has worked to address the customer's concern and provided our position. The customer continues to reject our resolution and is seeking order fee refund, which we cannot agree to. From our standpoint, this concern has been addressed and the matter closed. 

  Customer response

  08/11/2022

  Complaint: 17658079
  
  I am rejecting this response because: you are keeping $250 without providing any service hurting consumers. This activity should not be allowed and needs to be investigated. Keep the complaint open and public for every consumer in the US to be aware of this Scam of collecting deposits from customers and then changing estimated delivery dates multiple times. If your company has not started the process and has not assigned a VIN to my orden meaning you have not provided any service, you shouldnt be able to keep consumers money. It is a scam. 

  
  Regards,
  
  *****************************

• Initial Complaint

  08/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 7/13/22 I dropped my model Y for non working parking sonar at ******* Tesla *************** Picked up my car on 7/16/22 and the vehicle was returned to me with bump like damage, sticky dirt stain and lower grille misplaced. For two days I tried getting someone on the phone with this issue and I could not as almost everyone wants to transfer me to different people. Finally I scheduled an inspection and went back to syosset location on 8/2/22. An advisor at the front desk agreed with me that the bumper seems to have damage from inside of the bumper when it was removed with no sign of cause from exterior impact and also the grille clips should have been placed back on properly but he did not have any authority to come up with resolution so we waited until his manager came to work. *********************************** who introduced himself as service manager looked at the damage and repeatedly said technician noted the damage was there and kept saying this will only go in circle. We will not do anything about this matter. He also could not present to me any evidence other than saying the damage was noted by his tech despite possibility of the tech who may have caused the damage noted that to avoid responsibility which I can assume possibility of after seeing how the vehicle was assembled back (grille not in place properly) then ****** started pointing out a small round ding on the edge of license plate which sits at least an inch above bumper surface and about 10 away from the sonor as signs of exterior damage and dirt **** going in different line around corner of bumper evidence of exterior damage then started laughing about it telling me hes done and that he wont do anything about this. Humiliated me, belittled me showed clearly he isnt there to listen and completely ignored my concerns. Absolutely zero professionalism, treated my time as some sort of debate session.

  Business response

  08/09/2022

  A Service agent has been in contact with the customer to address their concern regarding their reported poor experience within the past 5 days. Should the customer have any follow-up questions or concerns, we encourage them to contact our representative directly. 

• Initial Complaint

  08/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Before returning a lease the vehicle was inspected by Tesla and was told what I was going to be charged to get the car back to the way it was delivered to me. Items identified were to remove window tinting ($350) and fix wheel scratches ($170) for a total of $520 (I have an email stating this that I have forwarded to them). Neither action involved buying parts, only labor to correct/remove. Tesla now is adding tax to this labor fee and I know that there is no tax on labor. That's why repair shops break down the charges such as a brake job (i.e. $100 for brakes plus tax and $200 labor to install the brakes - NO TAX). Tesla insists that I pay tax for the LABOR to remove the tint and repair the wheels. WHERE ARE THE PARTS THAT REQUIRE TAX? They want $40.30 tax for $520 of labor. I've been trying to resolve this for months and they insist the charges are correct. Is Tesla authorized to charge tax on labor? They try to justify this by telling me it's tax for excessive wear and tear. How is labor for removing tint and repairing a wheel excessive wear and tear? Please inform me if I'm wrong and that there is tax on labor to remove tint on windows or help me educate Tesla that they shouldn't charge tax on labor. Who knows how many customers they have incorrectly done this to? Or please let me know if this is best pursued by an attorney. Thank you for your help.

  Business response

  08/09/2022

  We thank the customer for bringing this to our attention and apologize for any inconvenience. A lease agent?has reached out to the customer via phone and email and has been unable to connect with the customer. We have provided direct contact info and have attempted to address their concerns. Should the customer have any follow-up questions or concerns, we encourage them to contact Tesla directly. 

  Customer response

  08/11/2022

  Complaint: 17657220
  
  I am rejecting this response because:
  

  The response wasnt entirely truthful. When theyve called, its a robocall with no one there  once I stayed on the line and when someone finally came to the phone they asked how they could help me. I told them that they called me. They didnt know why. After explaining the issue all they say is that the charges are correct. Like theyre reading off a script. I dont get anywhere. Same thing with their emails, when responding it goes to a non monitored email account.

  I called yesterday and after going through a lot of auto attendant options (non of which are the reason Im calling) I spoke to ******* and read to him Teslas response to my BBB complaint. It says to call Tesla to resolve this. I asked if that meant he would remove the tax on the labor of removing window tinting and repairing wheels scratches he responded like everyone Ive corresponded with at Tesla. That the charges are correct and the tax for removing tint and repairing wheels is not tax on labor but a SALES TAX. I asked him what am I buying? 
  

  I dont understand why they insist on charging tax on the labor to remove tinting and repairing wheels and disguising it as sales tax, excessive wear and tear, resort fee  or whatever they want to call it.

  Bottom line is that there is no tax on labor and removing window tinting and repairing wheels involve labor. Unless the laws in ********** have changed or Tesla in excerpt from this law there should be no tax on labor and be allowed to call it something else.

  Regards,
  
  ***********************

  Business response

  08/11/2022

  We thank the customer for bringing this to our attention and apologize for any inconvenience. Tesla has worked to address the customer's concern and provided our position. The customer continues to reject our resolution and is seeking refund for taxes, which we cannot agree to. From our standpoint, this concern has been addressed and the matter closed. 

  Customer response

  08/12/2022

  Complaint: 17657220
  
  I am rejecting this response because:

  there is no tax on labor. 
  

  BBB please advise if its best to resolve this through legal means and let a judge decide if its legal to charge tax on labor and call it something else. 
  
  Regards,
  
  ***********************

• Initial Complaint

  08/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Tesla Model Y in September of 2021. I had my purchased finance via *****************************************************************************************************************. When the transaction was completed Telsa mistakenly sent the title holder as **************** *************************************************. ****************************** has not yet recieve the Title from Telsa and when i contacting their office directly they said they can't fix the(ir) mistake? So now ****************************** has penalized my loan ammount to 18% untill they recieve the Title. I've called everyone at Tesla and they keep insisting that IAA is responsible? They have not made any effort to retify their mistake. Registered Owner: Pierson Sarono Make/Model: ************ ***************** License Plate: *******

  Business response

  08/10/2022

  We thank the customer for bringing this to our attention and apologize for any inconvenience. A Tesla employee will be reviewing the issue raised in this complaint. 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a monitored Tesla solar system since 2018. My system experienced a malfunction and I was never notified. This failure resulted in a $330.00 **** from SCE. This was the only way I knew about the failure. The only way to contact Tesla, after an hour of wasted time, is by chat. The rep was very unhelpful and rude and insisted that this failure was "oh well, too bad". This is not an acceptable response when I would have scheduled repair service immediately if I had known of the failure, especially during the hot summer months. She informed me that production guarantee is not in my contract, but that was not the point.

  Business response

  08/05/2022

  We thank the customer for bringing this to our attention and apologize for any inconvenience. A Tesla employee will be reviewing the issue raised in this complaint. 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On June 8th, 2022, around 7:30 PM my credit card was charged $250 for a Tesla car order. The charge wasn't supposed to be made. The charge went through on my credit card on the next day (7-9-22). I called Tesla the next morning (7-9-22) to speak with them regarding the charge. It had been less than 14 hours after the charge was made. I ensured the car order was canceled, as it was not supposed to be made, and asked for the $250 back. They told me there was nothing they could do and to contact my bank for a dispute. Today (7-30-22) my bank contacted me back and said Tesla won't comply with the dispute (that they will not refund the money). I have no services rendered for $250, contacted Tesla via phone the moment they opened the next morning to let them know about the situation (7-9-22), and I have not received my $250. It is asinine that you can purchase almost anything in the world (including flights) and get your money back within 24 hours in the event the charge was not supposed to be made. I am asking for my $250 back in a prompt manner.

  Business response

  08/08/2022

  We thank the customer for bringing this to our attention and apologize for any inconvenience. A Sales Manager has reached out to the customer via phone and email and has been unable to connect with the customer. We have provided direct contact info and have attempted to address their concerns. Should the customer have any follow-up questions or concerns, we encourage them to contact Tesla directly.

  Customer response

  08/08/2022

  Complaint: 17647532
  
  I am rejecting this response because: I called the Tesla **************** Manager back less than an hour after missing her call (see attachment).  While on the phone with her, I also emailed her screenshots of my bank statement showing the Tesla charge.  She said she would contact me end-of-day Monday (August 8th).  I didn't hear from her on Monday, so I reached out Monday, August 8th in the afternoon.  She said she was still working to resolve my refund.  We have been in communication back and forth since she contacted me.  She has been very kind.  The statement that I have been unavailable to reach is incorrect.  I also emailed her to ask why it states this on the BBB portal.
  
  Regards,
  
  *************************

  Business response

  08/09/2022

  We thank the customer for bringing this to our attention and apologize for any inconvenience. A Sales Manager?has reached out to the customer via phone and email and has been unable to connect with the customer. We have provided direct contact info and have attempted to address their concerns. Should the customer have any follow-up questions or concerns, we encourage them to contact Tesla directly. 

  Customer response

  08/11/2022

  Complaint: 17647532
  
  I am rejecting this response because: I received another notice from BBB this morning stating something similar to the last message, which was incorrect.  This morning it states that A Sales Manager? Has reached out to the customer via phone and email and has been unable to connect with the customer.  I emailed PJ (the **************** Manager) two times on August 8th and three times on August 9th.  I emailed her today explaining this same thing to her this morning (August 11th).  There is definitely some miscommunication going on between Teslas teams here.  I have been in constant communication.at this point, I honestly feel like Im being strung along.  I am simply asking for a refund of my $250.  How can we work together to get my BBB complaint resolved? 
  
  Regards,
  
  *************************

  Customer response

  08/11/2022

  Complaint: 17647532
  
  I am rejecting this response because: I received another notice from BBB this morning stating something similar to the last message, which was incorrect.  This morning it states that A Sales Manager? Has reached out to the customer via phone and email and has been unable to connect with the customer.  I emailed PJ (the **************** Manager) two times on August 8th and three times on August 9th.  I emailed her today explaining this same thing to her this morning (August 11th).  There is definitely some miscommunication going on between Teslas teams here.  I have been in constant communication.at this point, I honestly feel like Im being strung along.  I am simply asking for a refund of my $250.  How can we work together to get my BBB complaint resolved? 
  
  Regards,
  
  *************************

  Business response

  08/11/2022

  We thank the customer for bringing this to our attention and apologize for any inconvenience. A Sales Manager has been in contact with the customer regarding their?order fee refund within the past 2 days. Tesla has provided our position to the customer and considers the matter closed. 

  Customer response

  08/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  ******************** Manager said they will be providing my refund and I will see it on my credit card within 3 - 5 business days.  Thank you!
  Regards,
  
  *************************

• Initial Complaint

  07/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I just received a nasty / threatening letter asking for payment,It appears that the **** has been losing the payments I have been sending them ?.Unsure as to how long this has been going on ?,this is from their billing department in ************.They're threating to attack my credibility,and ruin my credit score and shut down my system.For something that's out of my control,and they know it. NOT to mention the fact that they NEVER told me about true up charges(LIED),they knew I'd get. Knowing that I wouldn't get their solar panels,knowing that.

  Business response

  08/05/2022

  We thank the customer for bringing this to our attention and apologize for any inconvenience. A Tesla employee will be reviewing the issue raised in this complaint. 

  Customer response

  08/08/2022

  Complaint: ********
  
  
  I am rejecting this response because: They shouldn't be threatening people for something they know is out of our hands.when the **** is at fault,as they know.
  
  
  Regards,
  
  
  ***********************

  Business response

  08/14/2022

  A Tesla employee has been in contact to work through this issue with the customer in the past 7 days.? Should the customer have any follow-up questions or concerns, we encourage them to contact the Tesla employee they have already been working with directly. 

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The "advanced autopilot" feature is extremely dangerous in certain conditions especially construction zones, if a bug is on the windshield, while it is raining or night time without street lamps. I purchased this car as a full time rideshare driver for nearly $100,000 after driving the car for less than 1 month the car has terrified myself, my passengers and my pregnant wife and luckily hasn't killed any innocent bystanders, yet. While in autopilot the car will frequently 'phantom brake' when there is literally no vehicles in front of it, quickly reducing speed from 70mph down to 40mph. This most recent time 7/28/2022 I had a garbage truck like vehicle behind me but thank God I have excellent reaction time and canceled the autopilot and smashed the accelerator just in time before causing a pileup on the expressway. The car constantly misreads speed limit and street signs and will confuse the SR46 little sign for a speed limit sign and slam on the brakes from 65mph down to 46mph. Just yesterday the car decided to go in the middle of the two lane highway and slam on the brakes in the middle of the highway, twice, which terrified my wife and I caught on my 3rd party dash cam. I have tried to reach out to 3 Tesla emails and even SpaceX but I receive no response, big surprise. Additionally I'm smarter than the average bear and use a 3rd party GPS miles tracking app on my iPhone called ********* which when I've cross referenced with my Tesla app about driving range its not even remotely close to their 303 mile range. I am proving a 33% discrepancy between their claim of mileage and what the car is actually achieving on the road. For example I charge at home to the recommended 90% charge of **************** **** miles over about 4 hours and get back home with 80 miles range. 269 - ****=169.9 miles but with only 80 miles on the battery that's actually less than half what it should be. I paid $6,000 for FSD I never received and have requested a refund without a response.

  Business response

  08/02/2022

  A Service agent has been in contact with the customer to address their concern regarding their reported poor experience within the past 2 days. Should the customer have any follow-up questions or concerns, we encourage them to contact our representative directly. 

  Customer response

  08/03/2022

  Complaint: 17641517
  
  I am rejecting this response because: Like all the other Tesla employees Ive interacted with (Men only havent seen or heard from a single woman yet) he is impatient, short, has an attitude and is placing extra burden of proof on me as the customer. I have attempted to upload dash cam footage of dangerous auto pilot experiences to have my email rejected because the file is 27mb. Upon requesting a cloud I can deposit the video on my email was rejected by the server so I used a second email and instead of answering any of my questions; like a robotic employee tells me not to use my other email, offers no solution for uploading the video and keeps requesting I fill out a questionnaire that Ive already answered all the questions for in this BBB report. I am requesting a new service contact that doesnt have an attitude and isnt trying to push this very serious claim thru as is that all!?! Yes ******************* that is all if you count basically the whole reason i purchased a Tesla to be a lie.
  Tesla have a female tech call me if you even have any since every man Ive talked to talks to me with little respect and like my time isnt value and neither is my business.

  
  Regards,
  
  *****************************

  Business response

  08/09/2022

  Tesla has worked to address the customer's concern and provided our position. The customer continues to reject our resolution and is seeking female agent to contact them, which we cannot agree to. Should the customer have any follow-up questions or concerns, we encourage them to contact our representative directly. 

  Customer response

  08/09/2022

  Complaint: 17641517
  
  I am rejecting this response because:

  Complaint: 17641517
  
  I am rejecting this response because:
  First of all F you, how insulting! I call you out for not hiring enough women and you pretend like Im using BbB and Tesla as a dating service. Ill have you know Im very happily married with a child due in less than 2 months so nice try *******.
  Second of all Tesla has blocked me from email or any communication or ability to schedule service in the app as directed by Tesla on the BBB. Tesla is guilty of fraud and the California DMV is just the beginning! I am obviously being retaliated against for tipping off the BBB and *** of Teslas fraudulent, suppressive and sexist practices that probably work on most people but I have compiled evidence of every claim Ive made. Attached is evidence of Tesla preventing me from finding a solution and also the summon feature not working. Also I paid $6,000 for full self driving which was never delivered despite my impossible to achieve 95 safety score because the car confuses cars in turning lanes with collisions which docks your safety score enough to disqualify you from ever receiving the software which should be renamed assisted suicide driving computer. Also they removed the charging stats tab in the app because thats also a fraudulent lie!
  Play stupid games, win stupid prizes!
  
  Regards,
  
  *****************************
  
  Regards,
  
  *****************************

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a ************ Range from them 3 years ago at the end of September 2019. Originally, our car that arrived there was dropped off of the transport truck, and they were deceptive about the car being repaired, and upon confrontation they told us they needed to repair it and would not offer us any price change now that the car was damaged. We cancelled the order and ordered another leased ************* receiving the Model X, we started having issues with it early. One of the windows would not close all the way and the rest would often make scraping noises and were closing very slowly like they were not lubricated. This is an issue that we have taken to them multiple times over the last 3 years and each time they have refused to listen to us and did not offer any solutions. Additionally, the car had issues with shaking during acceleration. We took it to the Tesla repair center in Columbus twice before they stated this was a "known issue" and finally repaired the faulty part in their "new" car. Additionally, we were never sent our title or registration with the vehicle and called the national line **** times and visited their Columbus and ********** locations to try to get it resolved and we were never sent these. It took us to buy the car at the end of the lease to receive these documentation. We have had a slew of other issues including the autopilot failing mid drive and veering off the road with little warning, the air conditioner not working for at least a month, and the *** system failing. They assured us this was a software update, and did not follow up. We had to take the car in the have the computer system replaced. Every single one of these repair trips is 3 hours from us, and they have never offered any kind of compensation whatsoever. We have attempted to reach out to managers in the company and have been met with condescension and belittlement. There is no accountability whatsoever at this company.

  Business response

  08/02/2022

  A Service agent has been in contact with the customer to address their concern regarding their reported poor experience within the past 5 days. Should the customer have any follow-up questions or concerns, we encourage them to contact our representative directly. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩