Consumer complaint received 2023-02-02
Company: Telsa Motors Inc
State: FL
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem with additional add-on products or services

Complaint:
I purchase a home inXXXX, MD ; back in XXXX of XXXX. There were solar panels on the roof that were transferred from the previous owner XXXX XXXX. The solar panels were put on years before I purchased the home and were owned by XXXX with a lease agreement built in. Unbenknownst to me ; XXXX had work done on the roof back in XXXX and whoever put the solar panels back down did not do it correctly. So from XXXX the panels worked fine and then all of the sudden XX/XX/XXXX they stopped working. I began to call Tesla customer support ; which I waited for hours each time on hold when I called ; would get someone on the phone and get transferred around and around. I would have to explain that the solar panels were not reporting or communicating anymore and were not working. They told me it was because I needed a new gateway ; which they sent out. Over a month went by and I received no gateway, so I began calling again and again ; day after day. After SIX MONTHS I received the gateway, with no instructions or help... so I called Tesla again and they said " the gateway is just a device it has nothing to do with the panels not working ; we need to get someone out there ''. XXXX you I was asking for someone to come out to the house for months. No one came out to the house, I had to call back another 4-7 times and then finally around XX/XX/XXXX someone came and looked at the panels and said it would be {$3700.00} to fix them because they burnt out. He even stated this was not my fault at all and to file a work order and Tesla would take care of it ... .boy was I wrong. After calling, putting in requests through the app, emailing for over 8 MONTHS!!!! no one came out, no one would confirm anything and no one would acknowledge anything. So, I had enough I called the company that controlled the inverter and they came out the next day ( great company ) and they even replaced the inverter FOR FREE!!!! no questions asked hoping that would help but it didn't. The problem still lied with Tesla to fix the panels themselves. So it's now Fall of XXXX ( I started this process XX/XX/XXXX ) ; and I called into Tesla over and over again; finally they assigned my case to a women named XXXX XXXX ( I have all of our email correspondence ). She ASSURED ME that this would be taken care of and I woulnd't have to pay a dime. She took a month to get all the facts together and go through the 20+ times I called in over the last 1.5 years and submitted the request to management. Tesla management came back saying they wouldn't help unless I could prove that I wasn't the one who messed with the roof or panels. Simple enough, I got the previous owner XXXX XXXX on the phone and she gave me the information of the company used to do the roof work. I called them myself and confirmed XXXX XXXX XXXX from XXXX MD completed the work. XXXX told me that with all this informaiton and the terrible customer service I recieved over the last 2 years would be enough to get this done for me. MORE LIES. She came back and asked me to get more information, which i got ; then asked me to get documentation which i got and more and more and more. I got everything she asked for ... .then on XX/XX/XXXX I receive an email from XXXX XXXX who states that the only outcome is for ME TO PAY THE FULL BALANCE TO GET THEM FIXED and that XXXXesla would not help at all. So I got all the information proving I wasn't at fault as requested, I got the roofing company to admit they did the work, and gave all of this to Tesla ; let 's not forget that this took OVER 2 YEARS FOR THEM TO DO A SIMPLE REVIEW PROCEDURE. Declining multiple times over those years to send people out to my house, to try and walk me through the gateway or inverter, to help me figure this out or anything. I have asked XXXX to call and explain to me over the phone how they could come to this decision when I did every single thing they asked me for and then some. No response, no response from XXXX either. Next day I emailed them again, nothing, and so on until today XXXX. I am completely disgusted with their lack of customer service, deception, misinformation, incomplete investigatory practices, lack of follow up, violating their fiduciary responsibility to their client, but most of all ; taking over 2 years to send me a rude email stating " oh well you have to pay to get them fixed ). You can not tell a consumer whose already been put through the ringer and been lied to for over XXXX years that if you get all this information, we will help you and then do the exact opposite. 

This needs to be rectified.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation