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:06/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Tesla Collision accepted my vehicle to repair damage from a rearend collision on 2/7/24. After receiving the vehicle back in 3/24, it was apparent that the hatch/lift gate was leaking water in the rain. I have brought the vehicle back to them to repair the same issue numerous times. Initial appointment - 2/7/24 Follow-up - 3/29/24 Follow-up - 4/15 Follow-up - 5/17 The issue is still not resolved. They are in possession of my vehicle. I do not have a definitive date that it will be ready. As of today, 5/31/24 they say they are still diagnosing the issue and it should be ready sometime next week.

  Customer Answer

  Date: 06/10/2024

  At this point in time, the issue has been resolved. I will monitor the repair and contact you if the issue reoccurs.

  Business Response

  Date: 06/12/2024

  The vehicle had returned for water ingress in the rear liftgate. 
  The 2023 Tesla Model was intensely water tested with a technician in the rear trunk area on the vehicle and a technician on the outside of the vehicle. The technician on the inside of the vehicle found small areas where the seam sealer on the liftgate was not completely covered. In this instance, we replaced all related parts to ensure that leak would not come back. The liftgate, rear liftgate glass with sealant and primer, name plates,emblem, tail light gaskets and grommets. When the new liftgate was recieved,this was seam sealed and sent to the paint department. The technician that seam sealed the gate went over and quality checked the seam sealer after application and after the liftgate came out of the paint department. When the vehicle was reassembled and sent into the quality check phase, the technicians water tested the gate in the same way the original was tested. After the intrusion concern was rectified, the vehicle was detailed and re-quality checked by the general manager, the technician and the file owner. The replacement parts were replaced at the concession of Tesla. In addition, the customer was offered a concession due to the travel time and the inconvenience of having to bring his vehicle back. I have attached photos of the locations of unattached seam sealer for documentation purposes as well as the repair estimate and internal invoice to show what was replaced on the vehicle. 
  The technician that had originally replaced the liftgate has been coached on this related matter with further quality checks in workmanship and inspection of parts.
  

  After the owner picked the vehicle up, we had followed up with him and there is no concern of any ingress.
  

  We will continue to follow up with the customer.

  Customer Answer

  Date: 06/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
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