Complaint 2200561

Complaint Summary

UNKNOWN OR OTHER

Owner Narrative

I am filing a complaint regarding my inability to receive a safety recall remedy without first paying for a separate component replacement. Vehicle: Tesla Model 3 VIN: [XXX] My vehicle has an active safety recall related to hood latch functionality, which Tesla stated requires a firmware (OTA) update. Tesla informed me this update could not be installed unless the vehicle’s car computer (MCU/CPU) was replaced. Tesla classified this component as out of warranty and required me to pay $1,687.66 out of pocket (after a partial discount). Separately, my vehicle developed a charging failure requiring HV battery repair. Tesla confirmed in writing that they could not proceed with the HV battery repair or install required firmware unless the same computer was replaced. Tesla also confirmed that if I did not approve and pay for the computer replacement, they would not proceed with either the battery repair or the recall-related update. At the time, my vehicle was not drivable, and Tesla indicated the loaner vehicle would need to be returned if I did not approve the repair. This would have left me without a functional vehicle, leaving no practical alternative but to proceed. As a result, I approved and paid for the repair in order to restore vehicle functionality and receive the recall remedy. This payment was made under protest. Concern: This situation conditions access to a safety recall remedy on a customer-paid repair, creating a barrier to receiving a mandated safety fix. I request review of whether a manufacturer can require payment for a separate component in order to enable a safety recall remedy and essential repairs. I have written documentation supporting these statements. INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)

Owner-submitted narrative on file with NHTSA. Complaint narratives are self-reported and have not been verified.