Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an 81-year-old palliative cancer patient who needs mobility assistance. I want to explain an unusual customer service issue with Battery Source. About a year ago, I purchased four batteries for an EW-54 Scooter from Battery Source. I was assured that the replacement batteries would work! I placed the batteries in the Scooter but couldn’t get it to work. On numerous occasions, I attempted to call EW in Arizona; however, speaking with a representative was challenging. So, I eventually went back to Battery Source to tell them about my issue. They asked me to bring the Scooter. That cost me money because I had to pay to have it towed. They checked the batteries and said they were okay. I was told that the Scooter had another problem other than battery issues. They charged me $107.00 for informing me that the batteries were fully charged. Again, I attempted to call the Company where I purchased the EW-54. After multiple attempts, I was able to reach someone, but the individual couldn’t identify a repair person in Cantonment or the surrounding area. Again, I waited a while before contacting an appropriate repair person. Fortuitously, a local handyman gave me the name of a company that might help; I called East Coast Golf Company to ascertain their ability to address my issue. They said that the batteries purchased at Battery Source would not work! They ordered new batteries, and the EW-54 worked perfectly. I returned the old batteries to Battery Source, and a representative refused to reimburse me. He told me that the batteries had passed their warranty date. I threatened to contact the BBB, and he said okay! Please remember that it took me over a year to resolve the issue; however, he insisted on following company policy without compassion and considering of my unique situation. I told him to keep the batteries and that I would contact the BBB concerning the issue. Also, he hung up on me because I was taking too much of his time.

  Business Response

  Date: 10/31/2024

  Response From **** ******* (Store Manager)

  In regard to ***** **********’s letter and reviewing his account, the 4 batteries purchased October of 2023 were sold to him based on the old ones he brought in. He installed the batteries himself. After reviewing the dealer’s website the batteries, he purchased are in fact the correct ones for this application. I'm not sure why another business told him otherwise and sold him more batteries. It appears Mr. ********** bought 4 batteries when his scooter required 5, and returned in Sept of 2024 to buy the 5th, we have no recollection of that purchase, but we do have a record of it. Mr. ********** came in August of this year, nearly a year later,  explaining his scooter was not running and hadn't since he installed the batteries. We explained that we would have to disassemble his scooter and that there would be a diagnostic fee in which he agreed upon. After pulling the batteries out we discovered that they were discharged a great deal, likely from sitting for nearly a year. After charging the batteries, the four that were purchased from us in 2023 came back good and the one purchased in Sept was fine also. Upon reinstalling them all in the scooter, It was apparent that the scooter had more issues than just batteries, we explained that to Mr. ********** and suggested he reach out to the dealer for more help, as we just sell and install batteries. He requested a full refund of the batteries and diagnostic fee. I explained that I could refund him for the diagnostic fee for service that he did receive, out of customer service, but I could not for the 4 batteries that were purchased last year. Mr. ********** was extremely agitated and proceeded to raise his voice, I explained that we could discuss this in a civil manner and still he proceeded to carry on. That’s when I knew It was in my best interest to end the call after realizing this situation could not be resolved.

  Battery Source would still be willing to Refund the $108 for diagnostic fee for disassembling, charging, and reassembling his scooter as well as the $69.86 for battery purchased in September of this year. We find the request for a refund on batteries that were in his care for nearly 1 year before he chose to address the issue to be unreasonable. We have a 14 day return policy that we are being flexible with in offering the refund for the Diagnostics and the battery bought in September. We hope this offer of a $177.86 is acceptable to Mr. ********** and we can resolve this amicably.