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:12/28/2022

  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’ve purchased 6 batteries from this store. 2 boat, 3 car, and 1 lawn mower battery. The lawn mower battery died less than a year, but they only warranty those for 6 months. A car battery for a Honda Insight died and was replaced just before the warranty expired. I spoke to the store manager who said there’s only several manufacturers so it could happen to anyone. After speaking with the district manager he said only 2% of batteries are bad nationwide. I told him that two out of the six batteries I’ve bought have been bad do that is around 40% ratio of bad batteries to good which is more higher than the national average. If the statements are factual that 2% of bad batteries is the national average and there are only a few producers, either this location is being sent the highest production of bad batteries, I’m the luckiest man in the world, or they are selling bad batteries under the guise of being “new”.

  Business Response

  Date: 01/04/2023

  ***,

  Per our previous conversation, the batteries that you returned to us tested below operating voltage. This point to the battery not being maintained correctly or an outside issue draining the battery. As is our process, we tested all batteries that we are swapping to ensure that we are correcting the issue for our customer. Unfortunately, swapping this battery for you would only provide you with a immediate solution. The issue of improperly maintaining the battery would persist and so you will find yourself in this same situation again. The reality is that we sell a massive amount of batteries that last 3-5 years without issue when the customer gives the batteries the proper care. Given that you have had so many issues points to the fact that you are incorrectly maintaining your batteries. Please realize that the manufacture only honors warranties that on products that are deemed defective. This does not cover misuse or negligence. We would be more than happy to offer you a 15% discount on a replacement battery and maintainer if you wish. Otherwise, there is nothing else we would be able to do for you.

  Kind Regards,

  Miguel V*********

• Initial Complaint

  Date:09/07/2022

  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.

  On 8/14/22 I brought my Citizen watch into the BatteriesPlus+ store to have my battery replaced. My watch was taken and a few minutes later after some discussions with a co-worker the man working on my watch informed me that he had accidently broken the stem of my watch. He told me and I have it in writing that the stem would be repaired/replaced by Batteries Plus Bulbs in 7-10 days. After a week I stopped in to check on the progress of my watch and was informed that it was still sitting in the back of the shop. I asked for the manager and was told he would not be in for 2 more days. During this time a post on Facebook popped up from BatteriesPlus and a person was complaining about service. I replied that I also had a problem with service. Almost immediately I was contacted that an area manager would reach out to me personally. Miguel (area manager) did call me and I explained the issues I was having. He told me he instructed the local shop to send my watch to Savannah, Georgia to a watch repair shop. The manager from the Charleston store reached out to me via phone and apologized and said he would personally call me every day with an up date about my watch. He called twice. Each time I called the shop I was told he was unavailable. I tried reaching out by phone to Miguel and he did not respond to my message. I also used ******** messenger and no reply. Today I called the local shop again and the phone rang & rang and when the voice message came on I left a message for Brian O**** (the shop manager) to call me ASAP. He did call back and was not helpful. I told him I would reach out to the Better Business Bureau and he told me to go ahead. I am at my wits ends...when I originally left the watch I told them it had sentimental value and they promised me it was in good hands and would be kept locked up and returned in working order.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 6, 2022/09/07) */
  Hello,
  Brian the SM has tried on numerous occasions to contact the customer to update her on the repair status. Unfortunately, the line simply rings with no voicemail. We have had the watch since the 14th of August, a little over three weeks . The jeweler still has this watch in repair status (waiting for parts). They estimate that the watch will be fully repaired by the end of the week. As far as we are aware, the only fault we are responsible for (besides damaging the watch to begin with) was initially promising the repair time to be only a week. I have since spoken to the customer and apologized for the misleading information and informed her that repair times are dictated by the jeweler. Today we updated her on the jewelers timetable and hope to have the watch ready for pickup by early next week.
  
  
  Consumer Response /* (3000, 8, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The store manager stated to me when I finally was able to get him to call me back after I left a message on the store phone that I would contact the BB Bureau that he had tried to call me and the phone just rang and rang with no voicemail. I pointed out to him that 1. I have voicemail. 2. He had left me a message the week before. He then stated that he might have been calling the wrong number. The area manager said that he would be in touch with me and I heard nothing back from him even after I left a message requesting a call back. I understand that the repair time might be dictated by the jeweler but I did request in writing that I receive a tracking number for my watch ie. when it was sent/received and did not get one. The store manager was in my opinion rude and dismissive. Other employees that I have spoken to on the phone have expressed their frustration with him as well. I have used this store and other franchises in different states and have never been treated so poorly. It is stated that they updated me TODAY on the jewelers timetable which is NOT TRUE. I have not received a phone call, text, voice message or FB message from BatteriesPlus today!!!
  
  
  Business Response /* (4000, 10, 2022/09/08) */
  Hello,
  I do not wish to engage in further discussion about this topic. I have not received a call from the customer but would be happy to call her if need be. Our goal is to return the watch to the customer as quickly as possible. As I have originally stated the watch has been repaired and will be back in the store by Tuesday the 13th at the latest. If it arrives earlier we will contact the customer to notify her of its arrival.