This photo of a production version of Tesla’s Model Y was included in the company’s earnings report for the fourth quarter of 2019.

Tesla

Tesla It refunded customers who were charged twice for new car purchases made at the end of the first quarter, CNBC learned.

The refunds came on the heels of CNBC’s reports Duplicate fees And a video review by “Every day ChrisChristopher T. Lee, on YouTube, urged other Tesla buyers to use a cashier’s check if they could, rather than letting Tesla debit their bank account directly.

Six California and North Carolina customers who spoke with CNBC and shared records with them found that refunds took about a week after they initially complained to Elon Musk’s electric car company.

These customers received refunds on or before April 1, including overdraft fee payments caused by duplicate Tesla withdrawals from their accounts.

This week, Tesla also offered an apology to the affected owners via email and gave them $ 200 in credit to spend on one visit to the company’s online store, according to an email many customers shared with CNBC. The credit must be used in a single transaction on shop.tesla.com, it cannot be used on Tesla Tequila and expires on January 30, 2022, the email says.

At Tesla’s online store today, $ 200 can buy smaller items like Tesla-branded clothing or a new Keychain for the Model 3 or Model Y, but not premium items and vehicle accessories like a roof rack or a set of adapters that allow drivers to plug in a Tesla car. Any recharge port at home or on the road.

Customers interact

A spokesperson for the National Automated Clearing House Association, or NACHA, told CNBC that unauthorized duplicate charges for expensive items purchased with an ACH discount are uncommon. NACHA manages the development and management of the ACH network.

Lee and two other Tesla owners in California, Clark Peterson and Tom Slaterry, who spoke to CNBC about the duplicate charges in March, told me that Tesla needs to improve its sales and customer service.

Peterson said, “Although I was happy to sort out the whole situation, I still felt the response time wasn’t right. It took days before Tesla got any kind of response, and they were holding our big money on the entire time. It took five minutes to get that money out of it.” Our account. “

Slatry said the nod is too little, too late he’s already bought all the accessories he needs and isn’t in the mood to wear the Tesla logo like the ad at this point, he told CNBC on Tuesday night.

When the duplicate fees reached his account, he was heading to another state to look into the homes, hoping to bid on one. Instead, he spent his time distracted and exhausted trying to get anything written about the refund.

Tesla pushed him on March 31, about a week after Slaterry initially called and visited the Burbank service center and company’s showroom for answers, he said.

After receiving an email of apology from Tesla on Tuesday night, Slattry told CNBC, “Anything sensible that gets done quickly will be perfectly fine. But I knew that Tesla’s culture is that they care about the price of the stock, not the customers.”

When he read the news about Tesla Record vehicle delivery numbers in the first quarterHe said, he wanted to be happy with the company but instead had a feeling of being overwhelmed.

I thought, ‘You should have sidelined us, even though you had ridiculously positive sales numbers? How can you not pause to deal with people in extreme distress? “

The problems weren’t limited to California clients.

It is unreasonable for a refund to take an entire business week, said a former North Carolina banking executive, who asked not to be named due to privacy concerns.

This person was loaded twice for the 2021 Y, which cost about $ 54,000. He purchased the car online and was twice assigned to withdraw money from his account on March 25th.

He said it was his bank, not Tesla, that alerted him to the unusual activity. It took him about six hours to make a flurry of phone calls to banks and Tesla in North Carolina and California and find out what happened, and he didn’t receive an email about the impending refund until March 31. Meanwhile, he withdrew funds from a brokerage account to cover expenses.

While he’s happy with the car in general and has driven it a few hundred miles already, he said he would rate Tesla customer service only 1 out of 5. He said it was clearly Tesla’s fault, not the banks’ fault.

Tesla did not immediately respond to a request for comment.