NHTSA Complaint #11706975 — 2017 TESLA MODEL X

Reproducible and sudden loss of indicated driving range at low state of charge (SOC) for 6 months. First documented occurrence on 9 September 2025 during my final service visit while the vehicle was still covered under Tesla’s 8-year unlimited-mile high-voltage battery warranty, at which time no corrective action was taken. After repeated documented low-SOC range collapses, back to service on 13 November 2025. Tesla acknowledged the fault, verified the condition with diagnostics and customer provided screenshots, and stated that CAN log data indicated the Battery Management System (BMS) was not calculating SOC correctly. Tesla replaced the BMS assembly under warranty as a continuation of the original issue and advised that the vehicle would need to be driven and charged for recalibration. Following this repair, I completed multiple full charge cycles to 100% and allowed time for recalibration. Despite this, the issue persisted with 100% reproducibility, with rapid loss of available range after driving and then parking when the vehicle indicated approximately 14–17 miles remaining. This condition resulted in a near-stranding event involving my family, including three young children, due to the unexpected loss of usable range without warning. I returned the vehicle again on 10 December 2025 to the Tesla Service Center in El Paso for the same unresolved issue. Tesla declined to perform low-SOC diagnostic or drive-down testing, instead stating the behavior was normal and required further recalibration despite prior calibration attempts and a failed warranty repair. Tesla has since stated that the vehicle is now out of warranty and has attempted to reclassify this unresolved condition as goodwill rather than treating it as a continuation of the original in-warranty defect. This condition presents a safety risk due to sudden and unexpected loss of usable driving range at low SOC, creating a risk of vehicle stranding.