Tesla has been accused of misleading customers about the driving range of its vehicles and diverting complaints to avoid addressing the issue, according to a Reuters investigation.
Alexandre Ponsin, a Tesla owner, shared his experience of receiving significantly less than the advertised driving range on his 2021 Model 3, particularly in cold weather.
Ponsin’s concerns were apparently dismissed by Tesla, which claimed that remote diagnostics had determined his battery was fine. Unbeknownst to Ponsin, Tesla had allegedly created a supposed “Diversion Team” in Las Vegas to cancel as many range-related appointments as possible, due to an influx of similar complaints from other owners.
Inside the Nevada team’s office, employees reportedly celebrated the cancellation of service appointments, often closing hundreds of cases a week. Managers allegedly told the employees that they were saving Tesla about $1,000 for every canceled appointment.
According to sources familiar with the matter, Reuters claims Tesla’s exaggerated range estimates and the creation of its range-complaints diversion team have not been previously reported. The company has been accused of hyping the range of its electric vehicles, raising consumer expectations beyond what the cars can deliver.
Tesla’s range estimates have been found to deliver aggressive rather than conservative estimates, a path different from most other automakers. The company was fined earlier this year by South Korean regulators who found the cars delivered as little as half their advertised range in cold weather.
The company’s alleged practice of diverting range-related complaints has reportedly ceased, with virtual service advisors in Utah now handling such cases. However, the impact of these accusations on Tesla’s reputation and customer trust remains to be seen.
EV range estimates can change based on a variety of conditions. We’ve seen Tesla vehicles outlast other cars when it comes to range tests on YouTube. But this Reuters investigation seems to focus on Tesla diverting customer complaints and seems on the verge of a hit piece against the company.
