Consumer complaint received 2021-03-09 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Getting a loan or lease — Problem with signing the paperwork
Company: Tesla, Inc.
State: MD

Complaint narrative:
Tesla, my family and I went into the Tesla Dealer XXXX XXXX XX/XX/2021. The representative greeted us asked us what vehicle we were interested and offered us a test drive. Upon walking us to the car the representative started it, showed us features and in the most PREJUDICE manner purposely changed the radio station to Hip hop and rap music and stated I know yall like this type of music. ( Because we are XXXX American middle age man and women ) That rubbed us completely wrong. She didnt know much about the vehicle and the Tesla Lease process once we returned. She couldnt offer us much assistance but pressured us to put a {$100.00} deposit so the sale would be linked to her once we purchase. We left the dealer went home applied for lease and was approved XX/XX/2021. We set a delivery date but we had to change it due to travel. I asked them how long did the application appproval remain on file they stated 90 days. Tesla reran my credit in XX/XX/2021 without consent after telling me my application remain approved on file for 90 days. Once I emailed them to ask why they stated because its coming up on 30 days and thats their process. I advised they told me the approval remain on file for 90 days. I politely asked them not to do it again. They then went into the file and denied the application because I raised this concern. So when I log in the Tesla account it still shows a new delivery date. We scheduled the delivery and arrived to the dealer an hour early. When the representative came he stated we were denied and I showed him the approval that I printed. He then emailed their back office to clear the confusion. It took him an hour doing that so we advised we will go grab lunch and return. We were gone for 15 mins returned and waited another 30 mins before asking for an update. The rep who started working with us earlier was helping another man of a different race while we were waiting. I asked for a manager. The women never stated she was a manager funny it was the original women who showed us the test drive and turned on the rap music in a racist way. When I started to explain to her weve been waiting for over an hour for delivery with no explanation the gentlemen who started to help us earlier came over and stated we are still waiting for back office to make a decision. Another 30 minutes went by and finally the gentleman came out with the approval and the final paperwork. We signed the final paperwork and asked for a tutorial how to plug the vehicle up and operate it with the features the gentlemen stated we usually dont give tutorials on the vehicles. Upon going out to the car we noticed scratches on this new vehicle and one of the caps on the hubcaps were missing. We went in he responded irritated and came out to look at the vehicle and stated he would put us in for service to have the scratches buffed out. Lastly, the original rep who worked with us day one showed us the vehicle and let us test drive it and pressured us to put a deposit on the vehicle was there the whole day we took delivery and this women never spoke to us a customers, greeted us when when entered or anything. This whole experience was racist, poor horrible customer service and the worst experience Ive witnessed first or second hand when buying something. Ive driven XXXX and XXXX XXXX my whole life and to experience this is beyond insane. Please take action contact Tesla dealer of XXXX XXXX and ensure they are putting protocols in place to treat everyone equally.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation