Consumer complaint received 2022-10-07
Company: Telsa Motors Inc
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Excess mileage, damage, or wear fees, or other problem after the lease is finished

Complaint:
Starting in XX/XX/XXXX, representatives from Tesla called me regarding my lease. They really wanted me to buy/lease another. I told the individual i hadn't decided what to do yet. In XXXX or early XXXX I informed him ( I forgot his name but XXXX rings a bell, tesla should have this information in their system ) of my intent to return the vehicle. He told me the return team would contact me with instructions as we approached the XX/XX/XXXX lease end date. Having been out of town much of XXXX, I contacted Tesla via email on XX/XX/XXXX inquiring as to both inspection and return of the vehicle. I was informed by email on XX/XX/XXXX that no inspectors were available and that I would have to submit pictures, up to 20, which I did. I went back and forth with XXXX XXXX trying to ensure all pictures were received until XX/XX/XXXX. I was also out of the country at the time. on XXXX I received a past due notice for my lease payment, which doesn't exist because my lease has ended. on XXXX I received a text informing me that i would have to re register my vehicle for another year before I turned it in. I also opened my phone app and tesla has now charged me for another month 's payment in addition to {$390.00} final quote fee, for a total of XXXX. It is important to note that my 3 year, XXXX mile leased vehicle has only XXXX miles on it ( +/- ). I paid for XXXX miles and received no Covid related relief, given the fact that no one drove for 2 years. Tesla 's policy of no lease buyouts allows them to control the bulk of the used lease return market. Therefore tesla stands to make an additional XXXX on the resale of my vehicle based on its very low mileage as well as immaculate condition. The fact that they failed to communicate with me regarding the process of return. They are not adequately staffed to have inspections done in a timely manner prior to lease end and the fact that the current process has technology challenges due to size restrictions on emailed photos. 

I just want to return my vehicle. I want them to have their car back. It is unfair and deceptive to provide no information and no communication, have a terribly slow/manual process for returns and then start threatening me with additional charges, which according to their text messages, " Before we can accept your lease back, we require that you fully renew the registration '' They want me to pay and additional {$550.00} to register the car for the two weeks it has taken to get this return process sorted out. Tesla has created their own issues because they can't efficiently service their customers based on their business decision to not allow buyouts by consumers. They must have lots of XXXX 's coming back in and they can't handle the volume. For this reason, I'm asking for intervention. I want to return my nearly perfect vehicle next week, with no additional fees and no new registration ( which they would then float for another 60 days before any kind of refund was issued back to me ). 
My account number XXXX They want me to pay : {$550.00} monthly payment for XXXX, {$390.00} lease term fee ( junk fee ), and register my vehicle for another 12 months ( totally ridiculous ) for {$530.00}. This is completely unacceptable given the failure of their process. 
If I am contractually obligated to pay the {$390.00} junk fee, I will do so but am not inclined to be held XXXX for the other {$1000.00}. I have communicated with them that I will be out of town until Tuesday XX/XX/XXXX and will return the vehicle before Friday XX/XX/XXXX. 
I appreciate any help you may be able to provide to encourage Tesla to improve it's processes and not penalize it's customers for its failures. 

thank you, XXXX

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