Consumer complaint received 2024-04-04 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Tesla, Inc.
State: CA

Complaint narrative:
What happened? 
In XX/XX/year>, my family purchased a Tesla XXXX XXXX XXXX with the expectation of superior electric vehicle performance. Specifically, the vehicle was bought on XX/XX/year>, and was equipped with a Tesla Wall Connector/Charger for efficient charging at our home. However, we encountered a series of significant issues with the charger and Tesla 's customer service.

After installation by a licensed electrician, it was determined that the wall charger was faulty, leading to reduced vehicle charging capacity. Despite Tesla 's acknowledgment of the fault, the replacement process was mismanaged : a replacement charger was shipped, but to a completely incorrect address in Florida, not to our residence in XXXX XXXX, CA. This mistake was particularly frustrating given the extensive communication and documentation provided to XXXX, including the correct address : Correct Address : XXXX Harbor XXXX XXXX, XXXX XXXX, CA XXXX Incorrect Address : [ Address in Florida ] Order Details : TPN : XXXX, XXXX XXXX XXXX, VIN XXXX XXXX This ordeal has consumed over 40 hours of communication with Tesla , leading to missed workdays, significant stress, and health issues, notably affecting XXXX XXXX XXXX health with a XXXX XXXX spike to XXXX. Attempts to resolve this issue have included outreach through various channels, including customer support, public forums, and direct appeals to company leadership, as well as filing complaints with the XXXX and the DOJ 's office in California. 

To Whom It May Concern at the Consumer Financial Protection Bureau, Subject : Formal Complaint Against Tesla , Inc. for Severe Consumer Rights Violations I am submitting this formal complaint on behalf of myself, XXXX XXXX ( XXXX, XXXX ), and XXXX XXXX ( XXXX ), against Tesla , Inc. due to a series of grievous failures related to our Tesla vehicle purchase and the subsequent customer service experience. These issues have not only resulted in significant inconvenience and financial loss but have also led to severe health repercussions. 

Incident Summary : On XX/XX/year>, we purchased a Tesla vehicle, under the expectation of superior electric vehicle performance and reliability. The vehicle, with a VIN of XXXX, was supposed to have a full charge capacity of XXXX miles. Alongside the vehicle, we purchased a Tesla Wall Connector/Charger, installed by a licensed electrician, for efficient charging. 

Critical Issues Encountered : Faulty Wall Charger : It was determined by Tesla that the wall charger was faulty, which has compromised the vehicle 's charging capability, reducing it to only XXXX miles. 

Mismanagement of Replacement Process : Despite Tesla 's acknowledgment of the fault and the initiation of a replacement process, the replacement charger was erroneously shipped to an incorrect address in Florida, far from our actual residence in XXXX XXXX, California. 

Order Details for Immediate Correction : TPN : XXXX TSN : XXXX Incorrect Address : [ Florida XXXX ] Correct Address : XXXXXXXX XXXX XXXXXXXX XXXX, XXXX XXXX XXXX CA XXXX XXXX and Financial Impact : This ordeal has consumed over XXXX hours of our time, leading to missed workdays, unreliable transportation, and significant stress. Notably, XXXX XXXX 's health has been directly impacted, with his XXXX XXXX escalating to XXXX due to the stress caused by Tesla 's mishandling of this issue. 

Failed Resolution Attempts : Despite reaching out to Tesla through various means, including customer support channels, public forums, and direct appeals to company leadership, our situation remains unresolved. Our efforts to rectify the situation have included filing claims with the BBB, the DOJ 's office in California, and publicizing our experience to alert other consumers. 

Demands : Given the above summary, we demand the following actions from Tesla, Inc. : Immediate and Correct Shipment of the replacement wall charger to our correct address in XXXX XXXX, California, with assurances of no further errors. 

Full Refund and Replacement : We seek a full refund for the faulty wall charger and, due to the extensive inconvenience, unreliable vehicle performance, and health impact, a full refund for the vehicle or its replacement with a new, fully functional model. 

Compensation for Damages : In light of the time, financial loss, and health effects experienced, we request further compensation. This should reflect not only the tangible costs incurred but also the intangible stress and health repercussions. 

Formal Apology and Preventative Measures : An official apology from Tesla , Inc. for the distress caused, alongside a detailed account of how Tesla intends to prevent such failures in customer service and product reliability in the future. 

Conclusion : The severity and breadth of the issues we've faced not only highlight significant failings on Tesla 's part but also suggest a broader risk to consumer rights and safety. We urge the CFPB to intervene, ensuring that Tesla , Inc. addresses our case with the seriousness it warrants and takes immediate steps to rectify these egregious errors. 

We are prepared to provide further documentation and details as required. Our expectation is for a swift, comprehensive resolution that acknowledges the depth of inconvenience and distress caused by Tesla , Inc. 's actions. 

Sincerely, XXXX XXXX & XXXX XXXX

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