Nedyalko K.
On June 3rd I had a reservation for a…
On June 3rd I had a reservation for a Tesla model S in Las Vegas Nevada,I had an appointment for 11AM went to the location around 10:50 and there was no Tesla .I was waiting there for half an hour trying to get in touch with someone. Around 11:30 a lady called me saying that something happened and they were gonna be late 1 hour . We arranged that someone is going to bring the car to my hotel .I went back in my room and someone texted me that right now they are taking the car for detailing and after that charging.It’s already 1pm 2 hours after the initial appointment,a lady calls me saying she is on her way and she can meet me at the front of the hotel in 5 min. Me and my girlfriend went there ,the car arrived the lady jumped out of the car and left without explaining anything.when I got into the car I saw that the car is not fully charged in fact it was half charged. We were gonna go to Death Valley which is 110miles away ,for fully charged Tesla low range this is not a problem because it’s only 220-250 miles round trip.I figured that I’m gonna charge the car a little since there are charging stations along the way. When I stopped for charging I opened the trunk and saw that there is no adapter for charging the car on regular charging stations,I was shocked.I found a regular outlet and tried to charge it there with the Tesla charging cable ,there was an issue,the car couldn’t recognize the cable and I wasn’t able to charge it ,I was stuck in the middle of nowhere.The people who were supposed to help me were going around and around with text messages for 3 hours,my girlfriend got sick and was feeling really bad in the heat.Although I payed for Insuarance I ended up calling a tow truck which costed me 800$ .So I payed over 200$ for the car which arrived not charged 50$ for Insuarance and 800$ for tow truck. I was offered 50% refund on my rental and 250$ credit for future rentals which i won’t ever need for sure.
Response from TeslaRentsJun 13, 2022
Hello Mr. Ketev - As you know, our CEO personally reached out to you to discuss what happened and to try to accommodate you. The cause of the issue was that a guest returned the vehicle you were booked into late and uncharged. Still, this inconvenience is unacceptable, and for that we take full responsibility. Your rental was reimbursed and you also received an additional $250 credit on top of that. All this being said, While we genuinely sympathize with the headache and the stress of being stuck with no battery, our team can only take responsibility for how the car was handed off to you. Where you drive and how you maintain battery levels on the way there is not within our control. All charging accessories were tested and performed normally before and after your trip. There are also 4 supercharging stops on the way to Death Valley that are built into the cars navigation system. With any EVs, there is a higher burden of route planing to make sure you don’t run out of juice, but those are decisions that only the driver is able to make. In your communications, you called us "stupid morons" and while we're always happy to do our best to accommodate our guests, we don't appreciate outright disrespect. We wish you the best in your travels.