Complaints

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• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair 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.

  Purchased this part which is a charge gaurd to prevent my battery from dying in my 2019 F250 installed and wired correctly as instructions stated unit worked up until last few months and would swith my accessories on randomly so advised on issue and warranty stated for 5 years now trying to charge me for checking it when it was in emaculate shape no damage other than the electronics side unit was mounted under hood and with fuses in a dry area this company i paid 20 dollars to ship and is now trying to charge me another **************************************************************************************************************************** it is 5 year warranty and onlt 2 years old they are trying to get over on me and the charge gaurd was not cheap

  Business Response

  Date: 03/29/2024

  Summary: Warranty claim was denied due to customer caused damage; the product was used in an operating environment it was not intended to be used.  I am providing copies of all written communication, the shared inspection report and the pictures - please review for a full understanding.

  Through the customer's own admission, he did not follow written installation instructions included with the product; the customer mounted the product under the hood - the installation instructions specifically state "NOT BE MOUNTED UNDER THE HOOD"

  Details: The customer requested service on a ********************** product, the ChargeGuard (CG-X Serial Number *********; ********************** issued Service Order SR108428 for processing.

  Upon receipt, the incoming inspector found evidence of exposure and corrosion on the terminals and on the internal circuit board; the corrosion caused an electrical failure of the product.  Damage due to environmental exposure and corrosion is not covered under warranty; the product is NOT an IP rated product and the installation instructions specifically state to NOT mount under the hood.  This was shared with the customer, but the customer would not take the findings or the advisements into consideration.  Havis offered to provide a replacement at a significantly reduced price, but the customer was not interested and threatened a lawsuit if we did not provide a free replacement. The customer would not allow ********************** to provide any services or additional assistance after we shared the non-warranty determination.

  Customer Answer

  Date: 04/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21365468
  
  I am rejecting this response because:
  This electronic part is designed for automotive use which is considered an outdoor vehichle which is not immune to weather in any situation the space it was installed is no different than having ac working on a hot day which causes moisture inside the vehichle moisture can be present inside or outside the vehichle and part was under a 5 year warranty also only lasted not even a year from install as it took over a year to figure out installation also part should be coated with an electrical film of some sort to protect it then they tried to say they were selling me a new one at a discounted price when i only payed as much as the discounted price for original part and was able to order one for ***** from another company that is in working order so i should recieve a new part or a full refund to include freight i paid to have warranty done

  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/03/2024

  I am adding my contact information (for follow-up):

  ***********************
  Senior Manager, Technical Services
  Havis, Inc.
  *****************************************
  E-Mail: *********************************
  Office: ************

  Thank you.

  Business Response

  Date: 04/19/2024

  The Havis ChargeGuard product, when installed properly, per the product installation instructions, performs exceptionally well and shows less a than 0.1% cumulative failure rate at 10 years in service.

  Havis provided a detailed explanation of why the product failed (with pictures); Havis provided a detailed denial letter of explanation with reasons why the warranty claim was not approved.  Customer acknowledges they did not use this product properly (which resulted in damage); Havis provided additional information on why this product needs to be used correctly (including safety risks).  Havis offered to work with this customer and provide a replacement at the lowest distribution cost (lower than any listed price in the market).  
  

  Reason why Havis denied claim: Customer ignored installation notes, which are in the product installation instructions:

  1) ChargeGuardmay be mounted in the cabin or trunk of the vehicle. It should be wired through a fuse directly to the battery.

  2) WARNING:ChargeGuard should not be mounted under the hood or in any area that gets wet.Doing so would void the warranty and pose a safety risk.

  3) WARNING:Do not expose to direct water or steam. Power is present in the unit at all times unless disconnected from the battery.
  

  Havis reply to the customers comments in the rejected response:
  1) The customer states this product is designed for automotive use which is considered an outdoor vehicle which is not immune to weather in any situation the space it was installed; the customer does not understand automotive design standards, Havis explained the difference between design standards for under hood and in-cab (vehicle cabin); the customer would not have this problem if the product was installed and used correctly as intended per the installation instructions.
  

  2) The customer states part was under a 5 year warranty; this product does NOT come with a 5 year warranty, the ChargeGuard comes with a 3-year limited warranty (customer must use the product, as intended, and requires the user to return the product for warranty assessment); this is defined in the Havis warranty document.
  

  3) Customer states product should be coated with an electrical film of some sort to protect it; the product does not require conformal coating, it is NOT an IP-rated product and is intended to be installed in the cabin or trunk of the vehicle ONLY (safe, dry space); this is defined in the installation instructions.
  

  4) Customer states, was able to order another one for $25.00 from another company that is in working order; this is definitely NOT a true statement ($25 is below cost, and well below minimum distribution price).
  

  5) Customer states, I should receive a new part or a full refund to include freight; Havis will not provide a replacement part, the customer does not know how to use this product and is not installing it properly for safe use.  Havis will not provide a full refund, the product was not used as intended.  As a one-time exception, Havis will consider endorsing a refund if the customer agrees to work through their original sales-return channel and accepts the terms and conditions of the warranty exception agreement.  Meaning the CUSTOMER MUST INITIATE A PRODUCT RETURN REQUEST through the product reseller (store or distributor) in which they purchased the product and acknowledge proper installation requirements for any/all future products.  

  Customer Answer

  Date: 04/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21365468
  
  I am rejecting this response because:
  
  I did get one for ***** and it is installed with no issues they are robbing customers at the price they are charging and no warranty for mistakes made under their so called rules for a 2 year old part i will give bad reviews and no fire **** i have ties with or volunteers will ever purchase from this company but thankyou anyway
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/20/2024

  This is not a product quality issue, this is not a product design issue - this is a customer use-case issue (improper use and application) that is easily avoided if used according to the product literature and installation instructions.

  Havis does not sell direct to any end-user customer, this product was not purchased through Havis.  Since the first contact with Havis, Havis made several efforts to satisfy this customer, but this customer is not being fair and reasonable and refuses efforts to resolve the complaint.

  In follow-up, Havis offered to make an exception to the warranty and refund the customer, but the customer is refusing to return the product for a refund or acknowledge the proper (intended) use of this product.

  Havis would like to work with this customer and resolve the complaint, but the customer does not seem to be interested in getting the complaint resolved.