ComplaintsforBatteries Plus Blubs of Traverse City
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Complaint Details
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Initial Complaint
04/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
battery failed to hold charge and discharged tried to charge and was getting internal short code from gr8 dealer charger, as i am a master ase dealer tec , i was using for agm battery setting , took battery back and was told they were going to have to charge it , and would let me know and , called 3 days latter and said it was discharged by me and was no warranty, even though it was stated on the **** of sale , so basically if a battery fails they just dont cover it and telling me they would sell me another one , so they found a way not to cover any battery with a fault , this is wrongBusiness response
04/25/2022
This battery was purchased from this location on 3/24/2020 and has a full replacement warranty covering the battery from manufacturer defects until 3/24/2024. The customer brought it to us on 4/18/22 claiming the battery would not take a charge. My associate explained to him that the warranty procedure outlined in the store on the wall behind the register and on the paperwork given to every customer with a battery sale states specifically that we must take in the battery for a period of ***** hours for charging and testing. The customer grew angry and started yelling at my associate that he was a master tech and knows the battery is bad. He never offered credentials or paperwork for his claim. Neither here nor there because the warranty policy is hard policy. We must charge and test using our equipment. The battery was brought to us at 5.2V which is well below the warranty outlined cutoff of 10V. As stated clearly in our warranty policy:
*A battery with an open circuit voltage (OCV) of equal to or less than 10.0V for 12.0V rated batteries will be charged. If after completing the charge cycle the battery OCV is less than the manufacturer's minimum voltage standard, the battery will be deemed as over discharged and void the warranty due to misuse and/or neglect.We attempted to charge this battery for the customer for a period of 3 days using all of our in store chargers but were unable to get this battery back to an acceptable voltage. We jumped the battery using our NOCO charger with that capability and it put a surface charge on the battery that quickly dissipated to well below the acceptable voltage without even placing a load on the battery.
After exhausting our options, it was deemed that this battery was unfortunately damaged by the customer. A 12V battery sitting not in use or properly maintained will not drop to 5V by itself, something had to have drawn in that low. A 12V battery with a single bad cell will drop voltage to 10V as each cell is 2V, not all the way down to 5V as the customer's battery was brought into us.
When calling the customer to inform him of the status of the battery he immediately became irate and cursed at me on the phone, yelling over me, cutting me off, and hanging up before I could offer any kind of alternatives. This is an unfortunate circumstance but the warranty policy does not hinge upon customer's technical degrees or perceived know-how. We must follow in store policy.Customer response
04/27/2022
Complaint: 17101462
I am rejecting this response because:
Sincerely,
*************************. , did not yell , wS unhappy , yes. , was told rt of the bat that they would not cover it. , by a kid ,, had on a battery tender on this when not in use , tested with my gr8. midrtonix charger. because i am a master auto tec. , mechanic# mich. m184044. in my lincence # , documentd were not asked for or would of produced , them , and when told me over the phone that they would not cover it , went rt into trying to sell me another battery , witch i stated. do think i would bye another one from u when u dont warntty anything in my op, and hung up , no point in any more talking with them , had enough of there attuddeBusiness response
04/27/2022
Rejecting the response does not change anything at this time. And there was yelling as can be attested to by "the kid" you yelled at and the owner's wife who was here at the time of the outburst. Every time the customer called to check in after that she made sure "the kid" was not the one who had to interact with the customer because of that initial interaction.
Our warranty policy has been outlined and the reasoning has been given as to why this battery was declined for warranty replacement. Once again, customer's testing and diagnostic equipment is not part of the warranty policy. The battery was discharged well below what is accepted by the manufacturer which can damage the internals of the battery. That already voids the warranty. The customer claiming he maintained the battery does not change that it was discharged below a level that a maintainer could even function. We attempted to charge the battery and are unable to raise it to a state that is covered by warranty. We've done all we can in this case and apologize for the inconvenience.
Sorry we couldn't be of further service.
Business response
04/27/2022
Rejecting the response does not change anything at this time. And there was yelling as can be attested to by "the kid" you yelled at and the owner's wife who was here at the time of the outburst. Every time the customer called to check in after that she made sure "the kid" was not the one who had to interact with the customer because of that initial interaction.
Our warranty policy has been outlined and the reasoning has been given as to why this battery was declined for warranty replacement. Once again, customer's testing and diagnostic equipment is not part of the warranty policy. The battery was discharged well below what is accepted by the manufacturer which can damage the internals of the battery. That already voids the warranty. The customer claiming he maintained the battery does not change that it was discharged below a level that a maintainer could even function. We attempted to charge the battery and are unable to raise it to a state that is covered by warranty. We've done all we can in this case and apologize for the inconvenience.
Sorry we couldn't be of further service.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.