Tesla is now reaching out to customers who have paid for Tesla’s Solar Roof informing them that their order has been canceled and will receive a refund. Owners are upset by this news because some have made reservations years ago.

According to Electrek, the production for the Solar Roof tiles started in 2017 and began taking in pre orders starting at $1,000. On the Tesla website, the Solar Roof, “replaces your existing roof and brings it to life with beautiful solar tiles that can power your home for decades with the energy you produce.” The plan for installation would have happened that same year, and international installations would start the year after.

Tesla ran into many problems with how long the roof could run and several changes were made. According to Electrek, Tesla was hiring more workers that could install the roof tiles leading up to the Solar Roof V3 launch date in late 2019.

Now, Tesla is canceling a good chunk of orders. Customers who had their orders canceled were told that Tesla does not cover their region. This led to customers getting an email from Tesla:

“Upon further review, your home is not located within our currently planned service territory. The driving distance from our closest warehouse would make it difficult for us to provide you the high-quality service that our customers deserve. For this reason, we will not be able to proceed with your project.

If you agree with our assessment, a response is not required. You will be receiving a refund of your deposit within 7-10 business days to the card used when placing your order. If you have additional questions or want more clarification, please reply to this email or call us at 877-701-7652.”

Customers from Oregon and Michigan contacted Electrek and told them that they responded to the email but did not get a response back.

When I go to the site, I do not see any information about a limit in orders or a warning that some areas are not covered by Tesla. I was able to put in all of my information about my home without any problem.

Hopefully Tesla puts out a statement, an apology to customers who put in orders years ago, and customers get the refund they have been promised.