ComplaintsforTesla, Inc.

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Initial Complaint
06/28/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
June 21st 2022 ***************** came out to my residence per my request regarding electrical issue. While inspecting our electrical panel box ***** from **** notice the old panel box that Solar City who installed Solar panels on my home rooftop they're now know as Tesla was to close out wiring wasn't used correctly to close out properly and the new panel box they connected to some of the wiring they didn't use the proper gauge wiring and some wiring left with improper wired connections in which could lead to panel fires per ***** at ***************** informed me. He said some wiring that were originally white starting to turn yellow because of the heavy voltage coming through those should of been. Used with a heavier gauge of wiring. Solar City should of replaced that electrical panel box instead of connecting to faulty box.After learning this from my electrician I called Tesla on June 21st and spoke to Sentral I explained the issue she said she would followup and give me a call the next day on June 23rd she didn't do the next day I called back and spoke to Davin explained the issues again he said he would definitely call me back June 27th he did not. I am definitely worried about this electrical panel box that coul d possibly result in a fire. This box and electrical wiring should of been replaced My account with Tesla can be located by my address ***** at ***************** ************
Business response
06/30/2022
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
07/07/2022
Complaint: 17490758

I am rejecting this response because:

Regards,

******* & ***********************
Tesla ************* Representative ******* who was assigned to our case, HAS NOT in good faith responded in good faith to my requests for her to contact me, the last 2 days Ive called ************* the Representatives assured me she was set to call those
days she did not we feel disrespected and insulted for a lack of respect of our issues

Business response
07/13/2022
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
06/27/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We have been experiencing terrible communication and threats of cutting business ties due to a return policy that does not directly elaborate a non arrival of a product.Now we suspect that Tesla has purposly begun to alter our company shipping address in retaliation to my complaints.
Business response
06/30/2022
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.
Customer response
07/14/2022
Complaint: 17488672

I am rejecting this response because: We ordered several thousand dollars worth of product and have not recieved the correct orders and have followed Teslas instructions to resolve the issues and we are continuosly met with automated responses that do not address the issue. I have made several attempts through eamil with pictures and using require system with no action on the outstanding issues

Regards,

***********************
Customer response
07/14/2022
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.

Regards,

***********************
Initial Complaint
06/27/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We noticed in Aug of 2021 that there was No "Net Meter" reduction on our Solar System. We contacted Tesla, they sent a Service Tech out. After several calls, Tech visits, gateways being replaced. The ACTUAL problem was that our system kept putting itself into a "default Standby" which caused all of the solar production we were having to literally be lost as it never was reported to National Grid. This situation was finally fixed in March of 2022. We have asked Tesla to compensate us for the 8 months of Electric Bills we never should have had to pay. Which was at nearly $1,200. We filed a report for compensation, they had all of our bills that showed that there was NO NET METER happening during those 8 months. When they were finished their report, they stated that in Feb 2022 our "National Grid utility **** has in the past and currently only show energy that goes back to the utility grid. During the Billing period of February 14th March 15th 2022 shows usage of 476kwh from the National Grid During that same month your system produced ******kWh. Bring in your total usage to 904kWh for the month." I brought it to their attention that on that **** it SHOWED NO NET METER, only the 476kwh. So if we indeed produced that ******kwh we had no credit for it. I again sent them numerous bills showing how National Grid shows the net meter reading, and that during the months of Aug 2021 - March 2022 the system was broken. They then responded with sending a $250 check for our inconvenience. We have asked for $1,200 for the Electricity we paid for during the MONTHS we had a system that was broken. It took several visits from a Tech, having to meet them at our home, taking time out from work to call them, argue with them and FORCE THEM TO FIX OUR SYSTEM! We ask for you help in getting this matter resolved.
Business response
06/30/2022
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
07/08/2022
Complaint: 17488587

I am rejecting this response because:PLEASE reopen this case. The first response Tesla states they will get back with a response. THAT NEVER HAPPENED. AND WHEN I RECEIVED THAT THERE WAS NO "RESPOND" BUTTON ON THE COMPLAINT.

THIS ITEM IS FAR FROM SETTLED!

***** Silva

Regards,

*********************
Business response
07/13/2022
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.
Customer response
07/14/2022
Complaint: 17488587

I am rejecting this response because: they are refusing to do anything about the system failure and the TECH's failures after 7 MONTHS of phone calls, being told there was nothing wrong, that our system was producing. It may have been producing, but because of system error that they NEVER FOUND until late Feb 2022 the system went into a default mode and NEVER SENT THE *** METER INFORMATION to National Grid. They want us to "accept" the report that will tell them is we didn't produce the guaranteed projection. That report WILL NOT BE ACCURATE BECAUSEOF THE SYSTEM FAILURE! I have sent all of our National Grid bills that SHOW NO *** METER reading for MONTHS! and they need to pay for this. So I do not accept the email they sent in the last 7 days telling us they will do NOTHING!

Regards,

*********************
Customer response
07/14/2022
Complaint: 17488587

I am rejecting this response because:they are refusing to do anything about the system failure and the TECH's failures after 7 MONTHS of phone calls, being told there was nothing wrong, that our system was producing. It may have been producing, but because of system error that they NEVER FOUND until late Feb 2022 the system went into a default mode and NEVER SENT THE *** METER INFORMATION to National Grid. They want us to "accept" the report that will tell them is we didn't produce the guaranteed projection. That report WILL NOT BE ACCURATE BECAUSEOF THE SYSTEM FAILURE! I have sent all of our National Grid bills that SHOW NO *** METER reading for MONTHS! and they need to pay for this. So I do not accept the email they sent in the last 7 days telling us they will do NOTHING!

Regards,

*********************
Business response
07/20/2022
Tesla has presented our position to the customer and ********************** stands firm on its decision. Should the customer have any follow-up questions or concerns, we encourage them to contact Tesla directly.?
Customer response
07/20/2022
Complaint: 17488587

I am rejecting this response because: Telsa has offered NOTHING for all the mistakes they have made. For the 7 months of an undiagnosed system default setting, that DIDNOT transmit a Net Meter reading to National Grid. There proposed offer will not resolve the expense to National Grid that has occurred because on their end it looked like our system was producing, and what was produced never made it to National Grid... NEVER. I've proved that out and they still will not compensate us.

Regards,

*********************
Customer response
08/04/2022
Complaint: 17488587

I am rejecting this response because: And once again our system has been down since 7/29/22

Regards,

*********************
Business response
08/11/2022
Tesla has presented our position to the customer and ********************** stands firm on its decision. Should the customer have any follow-up questions or concerns, we encourage them to contact Tesla directly.?
Customer response
08/12/2022
Complaint: 17488587

I am rejecting this response because: their response is once again inaccurate. They're basing their response on only what was seen on their side. Mot on what took place. The system was showing production but it NEVER WENT OVER TO NATIONAL GRID BECAUSE OF THE SYSTEM DEFAULT THAT SHUT THAT INFORMATION DOWN!

Regards,

*********************
Initial Complaint
06/27/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Leased a Tesla in 2019 and before I returned it I purchased another one (in cash) to use when my lease was up. A couple months before my lease was up Tesla said my new car was ready for pickup and I asked if I can return my lease early without penalty and without needing to make the final payment. I was told I can totally do that and to just drop off the lease at the dealer when I pickup my new car. That was on 3/19/2022 and Im STILL getting texts and emails saying I owe the balance on the lease. Ive called countless times and am always told oh lemme send an email to the lease team so they can fix it - itll take ***** hours. Its never fixed. One time I asked for an email from Tesla stating I have a zero balance and I received it but the payment reminders keep on coming. Aside from the fact its extremely difficult to get ahold of a live human at this company, the situation is absolutely ridiculous and highly annoying. Ive never been late on a payment in my life - and I dont want to waste any more time on this issue - but it needs to be fixed.
Business response
07/05/2022
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
07/05/2022
Complaint: 17487205

I am rejecting this response because it's not a resolution, it's a promise to look into the issue and broken promises are at the heart of my complaint. An acceptable response would be a root cause for the issue I'm experiencing and then evidence of no further contact reference a required payment.

Regards,

*******************************
Business response
07/06/2022
We thank the customer for bringing this to our attention and apologize for any inconvenience. A Lease Agent has been in contact with the customer to address their frustration regarding their lease payment within the past 24 hours. Tesla has provided our position to the customer and considers this matter closed.
Customer response
07/06/2022
Better Business Bureau:

While Tesla Finance finally called to resolve this matter in good faith they also were adamant that I was informed incorrectly by several members of their staff (including a member of the Tesla Finance team, *****************************, who sent me an email [refid:CI005E88B0] stating I had a zero balance AND a manager, ********, at the dealership where I dropped the car off) with regards to company policy on lease returns and the necessity of paying the final payment despite returning the car early to purchase a new one. I will never purchase another Tesla or do business with this company again in the future due to the incompetence and lack of adequate customer service I experience at all levels of this company.
Regards,

*******************************
Initial Complaint
06/27/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We are confused, feel misled and have had our credit impacted by poor communication and a lack of customer care. We placed our order for a ********************** Model S on 7/25/2021. On 3/29/2022, Tesla called saying if we were ok with a damage disclosure, we could receive a Model S within the next few days. We said we needed until the weekend and were told that was ok. 3/30/2022 our trade in offer was ready. We noticed around this time that the discount that had been granted for a damage disclosure disappeared. When we received a call from Tesla on 3/31/2022 related to this and our delivery, we were told they don't know why that would be because discounts aren't usually provided. We were then told there wouldn't be a discount since we'd be receiving a new car. We tried to call for more clarity on 4/1/2022 and did not receive any helpful information. 6/22/2022 we received a text and email saying to schedule our delivery appointment, we scheduled Saturday 6/25/2022 at 11 am. 6/23 we completed trade-in info and financing info. 6/25/2022 we leave our home at 10:15 am for delivery, we receive an email at 10:22am with specifics on how to perform delivery. At 10:35 am Tesla calls to say our car is not ready, is not at the location and they don't have an update when it will be ready. We're again told it's something with the damage to the vehicle but can't get specifics on what is wrong - we're told "sorry" and nothing else. We go to ********'s Tesla location and explain what happened - they were confused since they had seen the missing/damaged part wouldn't arrive for weeks. Later 6/25/2022 we receive another text/email to schedule delivery. We did to be safe but called Tesla again - no update from them and they still saw the missing part as not ready. We have no clue what is going on and have already had our credit hard-pulled 3 times for this car, have no idea what is going on and have been severely inconvenienced. We should not have been called 20 min before delivery.
Business response
06/30/2022
We thank the customer for bringing this to our attention and apologize for any inconvenience. A Customer Experience Manager has been in contact with the customer to address their frustration regarding the whereabouts of their vehicle and delivery delay within the past 5 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
06/27/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had taken over a Tesla Model 3 delivered on May 30, 2022 and was told by Tesla Financing, they will handle all paperwork regarding title and registration. They said an email will be sent with a tracking number once all paperwork has been mailed. I was told timeline will be about a week or so. Yet on the TESLA site under FAQ, it states for ** it could take up to 30 days! Today is June 26th and I have still not received anything. The car can't without plates and registration, I also can't get Temp Plates unless the vehicle is an out-of-state vehicle. Mulitiple emails have been sent, many unreplied and numerous phone calls. unfortunately you can never talk to someone in the financing department, you can only leave a voicemail and pray someone calls back. when I did get a call back, the rep would just say "they're gonna check if there's a delay and in short, we will be mailing you the title and supporting documents for you to self register at your local DMV." I had already paid all the document fees and the first month lease payment, soon to pay next month's payment. So I'm paying for a car that can't ever be driven. What Tesla doesn't know is that on the *** DMV website, you can check on the status of your title with the **** When I checked, nothing was ever submitted and it still shows registered to the previous lease owner!! I will never recommend TESLA to anyone looking to lease or buy. By Far this is the worst customer service I have ever experienced. What Tesla doesn't know
Business response
06/30/2022
A Leasing Supervisor 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
06/27/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Paid Tesla deposit to reserve a car on November 22, 2019. Tesla clearly said that they would refund deposit if I canceled reservation. I canceled reservation on June 9, 2022. Tesla provides no way for me to get refund other than charge back on original credit card. I no longer have that card. Tesla provides no way for me to get refund. Sent message to Tesla. Got no response.
Business response
07/01/2022
A Tesla employee has been in contact to work through this issue with the customer in the past 4 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
06/27/2022
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I bought a small system solar panels that has a rating of 4.8kw in May 2022. I was observing the real time generation of the system installed and it never exceed 3.9-4.0 kw on a very sunny days with 100% clear skys. This a false advertisement issue and even after contacting the customer service they told me the system is generating under limits. So there is no transparency about the system ratings and selling products with either bad design or underrated systems. I was expecting to have higher rating of generation especially that system efficiency will degrade over time. This considered a contract issue with false advertisement.
Business response
06/30/2022
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
07/03/2022
Complaint: 17485984

I am rejecting this response because:there is still a false advertisement about the rating of Tesla small system solar panels that is rated for 4.8Kw however the inverter they provide is maxed to 3.9Kw. I received a phone call from Tesla left a voicemail and leave a number that is not a direct call to the person who called *******. I called the ***** number and talked with someone else who talked to me about inverter clipping and how this is common. Im wondering why this is not advertised on their website and explained clearly with transparency. Now Im having two panels that is realistically not working because the inverter is limiting its production.
There should be a consumer protection in dealing with the industry of solar. As a consumer I was trying to reduce our reliance on foreign oil and use natural resources to protect environment and spending money on this efforts now Im not getting what I paid for. Hope my voice reach to some consumer protection system.

Regards,

*********************
Customer response
10/25/2022
Complaint: 17485984

I am rejecting this response because:I got in contract with Tesla *** to but small system (12 panels, 4.8 kWh) solar panels in 03/2022. The system was installed in 05/2022 and I paid the full price of the system $21,899 in full cash. Tesla never explained to me the design and I was expecting the system to produce near the promised 4.8 kWh however since day 1 the system never produce more than 3.9 kWh. I tried to reach Tesla customer service by phone or chat and I was not able to reach someone who can explain or fix the issue. I consulted some electrical engineers and they told me that Tesla installed the 12 panels on 2 solar strings. One string with 8 panels and the 2nd is for 4 panels. Each string is connected into one port of the **** (7.6 kWh inverter with 4 ****) which is limited to 1.9 kWh (7.6/4). This give a total of 1.9 + 1.9 = 3.8 kWh which is the total solar production and losing the existence of almost 3 panels. Tesla only listen and modify all work before they get their money and once they got the money they abandon the customer. It was my horrible experience ever with any contract. I hope I find some kind of protection from such practices that will lead to no trust in the solar industry and we will be relying on oil producing countries. I ask Tesla to add a 3rd string to divided the 8-panel into two this will help to connect to the 3rd port in the **** inverter. The 3rd port will help adding another 1.9 kWh to the storage battery and solar production.

Regards,

*********************
Business response
11/02/2022
A Tesla employee has been in contact with the customer to address their concerns. We encourage the customer to continue working directly with the Tesla employee to achieve an amicable resolution.
Customer response
11/03/2022
Complaint: 17485984

I am rejecting this response because:nobody from Tesla contacted me about this issue. This is a false statement that Tesla employee is contacting me.

Regards,

*********************
Initial Complaint
06/24/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am in the process of moving and selling my current house. I had a Tesla solar subscription and the buyer of my house requested to have the panels removed. I contacted Tesla to have the panels removed and they came and removed them while leaving the spikes in the roof. Now I have a bunch of spikes left in the roof that Tesla is failing to remove and repair. In the Tesla solar contract it states" 7. System Removal. If the system needs to be removed for any reason, such as your cancellation or for roof repairs,you agree to give Tesla reasonable access to your Home to remove the System at Teslas convenience and availability. Tesla will remove the system at no cost to you. Tesla, or one of our subcontractors, will patch and seal all roof penetrations associated with removal of the System. Tesla shall have no obligation to repair any ordinary wear and tear onthe Home, or to provide any replacement parts. You may not modify or remove the System without written consent from Tesla."Tesla left spikes in the roof and now is refusing to remove and correct the situation.
Business response
06/29/2022
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
06/30/2022
Complaint: 17476896

I am rejecting this response because there is no response yet.

Regards,

Doueihi Eldoueihi
Business response
07/08/2022
A Tesla employee has been in contact with the customer to address their concerns. We encourage the customer to continue working directly with the Tesla employee to achieve an amicable resolution.
Initial Complaint
06/24/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had been following Tesla looking for right time to purchase one of their vehicles, a Tesla ******************* Edition. I live near ******* so wanted to have all season tires. I read several news reports beginning in December 2021 that Tesla would be switching from Pirelli Performance tires to Michelin Sport All Season tires beginning in 2022 for all Tesla ******************* editions. I went to Tesla's website to begin the order process. No where on their website does it specify what specific tires come with the model so I had no reason to doubt the press releases I had read and since this was now June 23, 2022 when I placed my order was well into the 2022 season. The next day, as I was trying to complete all the things I need to do with my online order, I called Tesla to ask questions about how the trade in and finance process works and also asked to confirm the tires are all seasons. I was routed to their sales office in **********, ** where the sales person admonished me for ordering online and said this is why you should have come to the store first because he stated the cars only come with performance tires unless you order and take delivery in the winter and you are not able to request or choose what tire you get. You get only what Tesla decides to send you. Upon hearing this, i was disgusted since Tesla's whole website is all about ordering directly online, doesn't make any mention of checking with their local service/sales centers. Needless to say I cancelled my order but they now refuse to refund my $250 fee even though it's been less than 24 hours since I submitted the order online. I never completed the order process on their mobile app which is required to begin your order. I feel this process was not completed, my fee should be refunded especially since their press releases were misleading and false apparently. I just want my deposit back.
Business response
06/24/2022
We thank the customer for bringing this to our attention and apologize for any inconvenience. A Corporate Agent has been in contact with the customer to address their request to have *********************** nonrefundable order fee refunded within the past 24 hours. Tesla has presented our position to the customer and stands firm on its decision.
Customer response
06/24/2022
Complaint: 17477079

I am rejecting this response because: Tesla did not properly disclose a critical component of the order which could result in extremely dangerous and unsafe driving conditions in colder months. I refuse to put my life in danger because of Teslas dishonest sales practices. The $250 fee was requested to be refunded after cancelling my order within less than 18 hours. The fact they refuse to acknowledge they lacked transparency by not disclosing the care only came with performance tires in spite of press releases dating back to December 2021 that stated otherwise really is unacceptable I hope people that read this think twice about Tesla as this proves they are dishonest and not consumer friendly at all. Enjoy my $250 hope you choke on it.

Regards,

*********************************

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ComplaintsforTesla, Inc.

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