ComplaintsforXS Power Batteries

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a XS Power D5100R from Crutchfield on Feb 11th 2023, on Feb 17th 2024 My car would not start. Tested battery and found it to be at 5v. Attempted to charge with a AGM charger with no success. Contacted Crutchfield and they informed me they can only cover the battery for 60days per there contract with XS Power and was told to contact XS Power to warranty the battery. Called XS Power on Feb 19 2024 and explained what was wrong. Spoke to I think Dustin, he immediately said that the warranty was void because the battery voltage was below 9v so it was not a manufacture defect. and said the batter is cooked. I said how could a battery warranty be void without even being seen by the maker, things happen. If this was any other battery maker it would be swapped out no questions asked. I dont understand how without any testing by XSPower and from only a phone call they can determine I am at fault for the battery failing in 12 months on a 3 year warrantied battery.

  Business response

  02/27/2024

  We understand your frustration and would like to hopefully provide clarity on the situation.
  AGM batteries are known for their durability and performance, but they must be maintained within specific operating conditions to ensure their longevity. Draining an AGM battery to 5 volts significantly exceeds the recommended depth of discharge, leading to several detrimental effects on the battery's health and functionality. This level of discharge can cause sulfation, where lead sulfate crystals harden on the battery's plates and prevent proper charging. It can also lead to physical damage to the plates themselves, including warping and shedding of active material, which irreversibly reduces the battery's capacity and its ability to accept a charge. 

  
  Given these circumstances, the battery's current condition falls outside our warranty coverage, which is designed to protect against manufacturing defects rather than damage from misuse. I hope this clarifies how a preliminary warranty eligibility determination can be made over the phone. In situations like these, we are happy to assist with discounts on a new unit at the discretion of the customer service team.

  Please contact us directly if you would like to discuss this further. We're here to help guide you on proper battery maintenance and to assist in any way we can to ensure your satisfaction moving forward.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a battery from a distributor called onlinecarstereo.com on 9-16-2020. The item was an xs power d3400 battery. The manufacturers warranty is 3 days from the original purchase date. I have emailed the company 9-15-2023 and they have not gotten back to me. About 2 weeks ago the battery began to swell up. I notified the manufacturer today and they said that they would not honor the warranty because it does not cover the battery swelling. They automatically accused me of overcharging the battery and would not honor the warranty. I also have an extended warranty. The guy I talked to said that I also probably did not have adequate ventilation under the hood of my car where the battery was ran. This sounds like a manufacturers defect because the battery is advertised as being able to also run under the hood as a main battery. I just need the company xs power to honor their warranty and not blame customers for manufactures defects of their products.

  Business response

  10/10/2023

  We don't have any records of getting emails from you, so we assume that was contact with OnlineCarStereo. If you are complaining about response time please address the appropriate company. XS Power does not cover swollen batteries as it means the battery has been overcharged. Most often this happens to the first or last battery in a chain, and is typically preceded by improper charging practices or an imbalanced circuit. Swelling of this nature is one of the only things excluded by our warranty as it cannot result from a manufacturing defect in the battery. As previously mentioned, we would still be willing to assist with a discount if you are in need of a replacement, and would be happy to discuss charging practices with you if you have any further questions. 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Lithium Titanate Oxide or Titan style batteries are what we use, been trying to get them to pickup what to me is a more risky type of battery ION Lithium. I emailed them few times tried social media facebook, and youngesters open package so cannot just give it to delivery driver. ION are more risky and can cause fire maybe explosion, just need this fixed so get this out of my place.

  Business response

  03/29/2023

  This customer needs to contact the company the item was purchased from. We have not received any coherent information from this person. Attached are emails we received from this persons email address. We have no record of selling product to the named people. 

  Customer response

  04/12/2023

  I may contact states see about ION Batteries, attorney general assume consumer affairs or similar since no response, had hoped to worked out issue just a unsafe battery to me, reading of fires in Tulsa. plus if 2 states not sure of laws of either off hand. Got no response so tried this first.  TY BBB effort, but there better designs for what I do *** **** **** * ***** **** ************ **** ** ****** ***

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a battery from Crutchfield which is a vendor for XS Power Batteries, we had a terrible winter storm brew, which caused a lot of electrical/battery issues. This occurred right before December 28th, which meant I could not get in touch with anyone from XS Batteries for close to a week, calling roughly 10-15 times a day. I spoke to someone on January 3rd, from XS, the phone call consisted of less than 60 seconds of them denying the warranty for their product. I was treated lesser, and not really listened to. I then looked at their ratings on google, which if you look for yourself half of them are about people being denied for their batteries warranty. A company like this cannot exist, if they do not adhere to their own rules and policies. Here is copy and paste from their website directly regarding their warranty for the battery I have. "XS Power provides a two year warranty from the date of purchase, to the original purchaser. This warranty covers manufacturing defects in material and workmanship." The battery was purchased on 4/2/2021, which means 3 months shy of the 2 year warranty window. As many of these companies do, they do not care about their consumers and put false pretenses in order to manipulate and deceive consumers like myself. We purchased this battery knowing if any issues would arise in 2 years, a warranty would be there. Smart consumers like myself purchase not only goods, but the warranty with it. So to be conned out of a warranty for something that I purchased should be illegal. At this point a refund for the battery, and a pre-paid shipping label so I can return the one I currently have back to whomever. Thank you.

  Business response

  01/18/2023

  Contact Phone: ************
  Hello Alen,
  
  I understand it can be frustrating having issues with a battery, as it can often be difficult to troubleshoot and fix it on your own. I don't have any records of you contacting our company. Our business hours are Monday-Friday 8:30AM to 5:00PM as listed on google. The weekend of Dec 31st to Jan 2nd was a national holiday as well. The phones will not be answered after hours regardless of how many times you dial. We have no tedious automated system, and our reps will always pick up when on the clock. Our support team is well trained in determining warranty eligibility, so please feel free to reach out for assistance.
  
  In addition, please note warranty is offered to cover manufacturing defects in the workmanship of the battery, and will not cover abuse, misuse, or improper charging. If the battery is not covered for one of these reasons, we will go out of our way to offer an alternative solution that will remedy your issues. This can come in the form of product discounts, exchanges, and repairs, and is up to the discretion of the customer service team. Refunds can only be issued by the dealer the battery was purchased at the dealer's discretion.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩