Consumer complaint received 2025-06-04 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: Tesla, Inc.
State: OH

Complaint narrative:
I recently purchased a Tesla XXXX XXXX after seeing a lower interest offer, 1.99 % and a loyalty incentive provided in text and email marketing material of {$2000.00}. I had concerns about the ordering process online since the pricing was confusing and incentives were not being included in my order. I contacted their sales team, and a representative was on the phone guiding me through the process. I asked her about a {$2000.00} loyalty incentive that was not visible in the price calculation. She informed me it would be included later. I asked for an email confirmation stating that the {$2000.00} would be applied and her response was that I wouldn't need that since we were on a recorded line for any review. I went ahead and ordered the vehicle which also showed approximately {$580.00} per month through financing. I then received an order agreement showing the {$2000.00} incentive. Five minutes later I received another order agreement with only a {$500.00} incentive. I contacted the representatives and they said the {$2000.00} could not be applied and was only eligible for cash or lease payments. No where on the agreements, marketing, or in our discussion was this described. The representative then called me back and said her 6 managers had reviewed the call and would not be able to apply the incentive. She asked if I wanted to cancel the order, but I had already sold my other vehicle. I then asked for the recording and her managers name who declined the incentive. She said she couldn't release the recording but would get me names- she never did. Her manager then reached out and said he would try to do something about it. The next day an order agreement was supplied with a {$1500.00} incentive ( {$500.00} loyalty and {$1000.00} for the price of the tow hitch ). I had three levels of misleading information and broken contracts from them. Ultimately, they did not provide incentives according to the terms of their materials. The marketing material did not describe any exclusions for payment options. The rep explicitly told me while ordering the vehicle live in a verbal agreement the {$2000.00} would be applied and no written proof was required. The order agreement was rescinded and modified suspiciously from {$2000.00} to {$500.00}. Also, their website is incredibly misleading in the financing pricing. When a user sees the final price they actually have to click a very small link to view the price with taxes and fees included. Then when the users leave that pop up window the ordering page resets to the default monthly price which is much lower. These are all very deceitful practices which should not require this level of investigation for simple transparency to the price of a vehicle. This all occured in a span from XX/XX/XXXX - XXXX. Documents contain sensitive information- please reach out if required.

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