Poor Customer Service By Tesla Service Department And Roadside Assistant

I am writing regarding a serious and urgent issue I experienced today, June 7, 2026, with my 2023 Tesla Model Y and Tesla’s roadside assistance/service process. This afternoon, around 3:00–3:30 PM, while I was with my wife, my vehicle became undrivable due to a coolant leak. I contacted Tesla customer service through the app and explained that the coolant was leaking and the car could not be driven. I was told that this issue was not covered under warranty, which is incorrect, as the car is less than three years old and still under warranty. Despite my objection, I was informed that the vehicle needed to be towed and that I would have to pay for the tow. I accepted the tow and agreed to pay the amount I was quoted, which was around $320. I was told that the driver would arrive within one hour. My car was to be taken to the Tesla Service Center in Cherry Hill, New Jersey. After waiting for one hour, I was informed that the driver could not be there yet and that I would need to wait another hour. I waited again, and then the driver called me and said he would arrive in yet another hour. In total, I have been waiting for about three hours in approximately 90°F temperature with an undrivable vehicle, even though I needed the car for work and this was clearly an emergency situation. I have previously visited Tesla service centers only for regular service, and I expected that in a safety‑related, undrivable situation like this, Tesla would provide prompt support and honor the warranty on a relatively new vehicle. Instead, I was told the repair would not be covered, asked to pay a high tow fee, and made to wait for hours in extreme heat. In this situation, I expect Tesla to tow my vehicle to the Cherry Hill service center at Tesla’s own expense, to diagnose and repair the coolant leak under warranty, and to provide a clear apology for the misinformation and the excessive delay I experienced. For reference, you can also reach me through the phone number I used when calling, 609‑892‑74**. I request that this matter be reviewed urgently and resolved in line with the vehicle’s warranty coverage and basic customer care standards.