Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/11/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 6th at approximately 9:30 am I was driving down a small back alley/street in ********* when my Tesla ************* sedan stopped operating. It would not restart, including with the emergency restart bar, so I left it there while I ran into an appointment. About maybe 20 minutes later it started up. I did not receive any warnings on the dash from the car. Later, I was driving on a major feeder to a highway on 395 in ********* merging onto I 95 south when the car just stopped with no warning. It is a miracle that I didnt get hit, but it caused a truly dangerous situation. This time I was able to start the car with the emergency start bar. I was then able to drive the car to my office where the car was picked up and towed to the dealership. The short version is that the service department drove the car around the parking lot, trying to reproduce the problem but they said they were not able to. The only thing they were able to tell me about the car was that it had two high-voltage spikes and possibly thats what caused the problem, but they didnt know how to fix that problem. I did talk to the lead tech on my car, but he said they were out of resources and would refer this to his general manager. The service manager then told me that since they cant reproduce the problem, that my car is drivable, I should pick it up and drive it. I refused because a car that stops dead with no notice in moving traffic is not a safe car. I told the manager that I would not drive it until it was fixed. It has now been over one month that my car is sitting on their lot. No one is responding in any way about anything via phone, the app, nothing. This definitely is a huge safety risk to anyone who drives in it or a real hazard to anyone who is driving around when it happens again. Ive made several calls, and had it escalated to be told they would return my call but there is literally no one at Tesla you can speak to that has any authority to do anything.

• Initial Complaint

  Date:10/30/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding unresolved issues with my 2023 Tesla Model Y following a repair at Tesla of Owings Mills. After an accident in December 2023, my vehicle developed a persistent vibration, which has not been adequately addressed despite numerous service appointments and additional repair costs.Timeline and Service Attempts After the initial repair, I experienced noticeable vibrations but did not immediately address them due to working from home and limited vehicle use. However, upon starting a new job that required regular driving, the vibration became more apparent, prompting me to seek additional repairs starting on August 7, 2024. Since then, I have returned the car to Tesla for several appointments to resolve the issue. Despite their efforts, the vibration remains.During these visits:Teslas lead technicians rode in the vehicle and confirmed feeling the vibration.Service Manager ****, however, claimed the vibration was within acceptable limits, though I was not provided with specifics about what constitutes acceptable vibration.The service team attempted a series of repairs, including balancing, rotating, and aligning the tires, as well as providing two new tires at no cost, but these efforts have not fixed the problem.Unresolved and Unexplained Repairs Tesla provided two new tires at no cost but did not explain the reason or what error they believed this would correct. They said it was due to unresolved fix from insurance claim accident and added the cost of tires to my once closed insurance claim. More recently, Tesla tried using a borrowed set of tires to rule out tire issues, but this also did not solve the problem. I asked for a thorough inspection of all potential sources of the vibration, but the problem persists.

  Business Response

  Date: 11/20/2024

  Hello, my name is *** *******, Service Supervisor here at Tesla Owings Mills. We have already addressed this situation with Mr. ******** where we have performed extensive inspections and informed that we found a few issues with his vehicles where he declined the repairs. Also after the vehicle was involved in an accident as mentioned by Mr. ********* the body shop performed the necessary repairs. His vehicle currently has over ****** miles where the tires are worn out and the wheels are slightly bent from regular wear and tear of the vehicle, but Mr. ******** refuses to address this repairs. We have exhausted all options to support Mr. ******** as he continues to declined the recommendation and he is schedule to visit a different location to get a second opinion, where I can see they are making the same recommendations as we are. Thank you kindly. 

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22491176
  
  I am rejecting this response because:

  Please kindly list recommended repairs.
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 11/20/2024

  What the dealership put in written response and what was communicated to me is different. Im requesting they detail their repair suggestion for the record. The dealership did not offer me a complete repair solution. They told me the vibration I was feeling was within the normal scope. They did say that my wheels are not bent and they are perfectly balanced. The only repair they offered me is to replace the final two tires and said that may fix the issue. They didnt feel much vibration at all and seemed to turn a blind eye to the fact that there was even a vibration to begin with. 
  

  Customer Answer

  Date: 12/09/2024

  I took my car for service at Tesla in *************. They found the rear passenger balk joint to be bad and replaced it. During my second opinion the technician tightened the mounting nut to the front control arm giving it stability. Both of these factors were proven to have cupped the tires causing the vibration. It was not in the scope of normal and Tesla of Owings Milks did not complete the necessary repairs during the collision repair. Failed to inspect the balk joints properly and caused the unnecessary early tire replacement. The passenger rear timer is bent however the Tesla shop was unable to determine date of when the wheel was bent. Only indicating that it does have a hop when driven. This run needs replacement or repair. 

• Initial Complaint

  Date:05/24/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Tesla on March 19th 2024. I had financed $44000 and the remaining amount I was expected to pay in cash. When purchasing this vehicle, I was instructed to pay the amount of $4433.15 as the difference. Shortly after I paid this full amount, the car I was trading in was appraised for a larger value which decreased the amount owed on the new vehicle from $4433.15 to $3110.23. Due to me already paying $4433.15, Tesla of Owings Mills promised a check of the amount difference would be mailed to my home address within 4-8 weeks of the new car delivery. It has since passed that window and I still have not received the difference check in the amount of $1322.92. I have followed up via phone call and email to this business on numerous occasions which have led me to no solution. I also contacted the corporate office where they just forwarded me back to the local location.

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * Date of transaction - February 15, 2024 * The amount of money I paid the business - $48,000.00 *The business committed to provide - I had a three year old Tesla and Tesla sent out an email offering a promotion to transfer my Full Self Driving option I owned if I purchased a new Tesla. The option today costs $12,000.00.* Dispute - There was a form I filled out that that would transfer this option to my new car. The agent at the dealership did not warn or guide me about an option that stated I had to hold onto my old Tesla for three days for me to get this option. I was pushed to sell my vehicle and pickup my new vehicle. Unfortunately, I had sold my old vehicle the day I picked up my new vehicle. They told me three days later that I was not eligible because I sold my car. * Resolution - I visited Tesla in Owings Mills and spoke with the Operations Manager. Her name was **** B. ********. A month later she wrote and told me that, "Tesla has chosen to not make an exception". I asked to speak to management and was told their decision is final and there is no one I am allowed to speak to.* Account - Purchased a new Tesla * Advertising - The ad came in the form of a Text Message making me aware of the offer. I received it in January.

• Initial Complaint

  Date:03/24/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unfortunately I have been lied to by this dealership and unfairly charged for services they couldnt provide me. I purchased a vehicle from them 4/2023 including registration services in the total. I was told that they found information flagging my vehicle with the Maryland MVA which is untrue. They insisted that I need to resolve a flag for over 6 months and then out of the blue, told me they would not be able to register my vehicle on January 13th, 2024. I purchased my own registration and tags on January 22, 2024, *** workers confirmed with me I never had any flags on my registration. I was told that I would be refunded the portion of the total I paid towards registration in January. It is now Nearing the end of March, coming up on a year that I have owned this vehicle, I have called a been told that someone would reach out to me soon. I have still not received a refund nor a call from any type of management. I visited the location in person today to speak to a manager. They refused to see me and said that I need to provide a receipt from *** to prove that I purchased tags and registration, however regardless if I purchased registration or not they have not provided a good or service for the funds I paid for them to register my vehicle. I am able to get another copy receipt but I feel it is for them to refund me only the amount I paid to MVA and not the full amount I paid to them, which is highly unethical.

• Initial Complaint

  Date:02/27/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my extreme disappointment and frustration with the experience I have had following an incident involving my Tesla vehicle. As a longtime admirer of **** **** and his groundbreaking accomplishments, I was eagerly looking forward to owning a Tesla vehicle. However, the reality of my recent encounter with Tesla's customer service has been nothing short of disheartening.On February 12th, I was involved in an accident that, in my view, was a result of a system failure in my Tesla vehicle. Despite my immediate efforts to reach out for assistance and understanding by emailing Tesla, I have not received any response or acknowledgment of my concerns.Furthermore, attempting to contact the Tesla center in Owning Milks has been an exercise in futility. Calls go unanswered unless one opts to speak with sales. When connected to the sales department, they are unable to assist with my inquiries and redirect me back to customer service, where, unsurprisingly, no one picks up the phone.This experience has tarnished my enthusiasm for what I believed to be an exceptional product. While I still acknowledge the quality of Tesla vehicles, the lack of support and communication from the company in the wake of this incident has been deeply disappointing.This experience has tarnished my enthusiasm for what I believed to be an exceptional product. While I still acknowledge the quality of Tesla vehicles, the lack of support and communication from the company in the wake of this incident has been deeply disappointing.What measures will Tesla take to reassure customers that such system failures will be addressed and prevented in the future?I am fortunate to have escaped the accident without bodily harm, but the damage to the vehicle is extensive. I urge Tesla to take evaluate my incident and provide reassurance to customers that their safety and well-being are of utmost importance.

• Initial Complaint

  Date:01/20/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Tesla Model X was coming off of lease and needed to be returned at the end of Dec. 2022. I dropped the vehicle off at Tesla Owings Mills and asked lease return to take the car. After multiple emails including threats of storage charges, Tesla took the vehicle. I then asked for my license plate back. A month later, the license plate has been used on multiple Tesla vehicles and I have received toll charges.
  
  After connecting with Tesla Owings Mills, the dealership claimed that the license plate had been stolen, and I need to file a claim.

• Initial Complaint

  Date:12/09/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my vehicle to the location for service in October, the quote that was provided at that time stated that the total for the repairs would be $1700, once I was finally able to bring the car and left it for repairs i received a new quote, this time for 2,900. When i inquired about the increase I was told that it was because the first quote was "missing" items. I feel this is a clear example of bait and switch and I also plan to contact the states attorney concerning this situation.
  
  In addition, my door handle is now not operational. I have reported this issue to tesla and they have failed to respond with any sort of response to correct the issue.
  

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was prepared with a cashiers check and proof of insurance to purchase a Tesla Y on November 23, 2022. The car was damaged. The paint was chipped and the trunk was broke. They wanted me to pay and come back for a repair. She originally told me it had to go somewhere else for the paint. Then said they could do it in an hour. It never happened and I want my deposit refunded. When I call Tesla customer service, they send me a text or email. Say someone will help, but they don't.
  

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Vehicle was damaged inside a tesla repair facility, while having separate service scheduled. The vehicle now has to be repaired by Tesla collision, for the damaged caused. Have been trying to contact Tesla for two days regarding a status of my car sitting on the lot via email and mobile app (preferred communication per Tesla). No information is being shared or even a phone call providing an update.