Complaints

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• Initial Complaint

  Date:06/08/2024

  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.

  On May 26, 2003 I purchased a Duracell AGM battery for my motorcycle. I paid almost $70 more for this battery because the salesman convinced me the 24 month free replacement warranty was worth the extra expense. 12 months and 1 week later, the battery failed it would not take and hold a charge and was obviously bad. I took it to the store I bought it at in ******** and they confirmed the date of purchase. They also confirmed it was reading 0.2 volts, completely dead. The employee proceeded to tell me he needed to keep it for several days to make sure it was dead I explained that I had already attempted to charge it with no luck. He seemed quite amused that I was upset to discover that the warranty was not as advertised. I searched the website, and checked my receipt, nowhere in either place does it say that a customer will be without a battery for days when its dead, you need a new one.. when I asked the employee, ******* where this information was stated he chuckled, and came around the counter and pointed to a line of fine print on a sign literally 4 off the floor, where nobody would ever look, and they do not disclose this at the time of purchase. I feel that this is very deceptive and I would never have purchased the more expensive battery had I know that. The fact that the employee seemed to find all this funny was just adding insult to injury. Such a dishonest company.

  Business Response

  Date: 06/10/2024

  Dear ******,

  I apologize for any miscommunication and failure to give you the full warranty process upon your purchase. You are correct, the battery you purchased has almost another year of free replacement left under warranty. Per warranty we will replace any battery that fails testing. This does not cover a drained battery. At 0.2 volts this battery was drained. Not necessary failed/bad/defective. Batteries Plus policy follows the policy of our vendors who do not honor any warranty claim under 10 volts since that would fall under abuse or negligence. We are nice people here though and like to help. This is why we use the two business days to try and recover your battery. Either it charges up, is fully recovered and you get a good battery back or we get it to charge and it fails the tests. In the case of failed tests I will warranty it since it is now failed/bad/defective. I am sorry if this was not clear to you the first time you left. When you returned shortly after I was busy and by myself until my coworker came in as scheduled. I apologize that the quickest way to show you the warranty policy was to point at the sign. I can assure you it is printed on the back of every receipt, the bottom of orders and on our website. Link is ************************************************************ one click on the bottom of batteriesplus.com. I will also copy and paste it below. In no way would we want you to feel deceived or that we would be dishonest. That hits me personally and I do apologize.

  Warranty Policy
  We want you to be completely satisfied with your purchase. The following information will help facilitate your return of an unused product, or a warranty claim for a defective product, either of which *** be processed at a Batteries Plus retail store, or by calling ************.
  Products purchased from BatteriesPlus.com or at a Batteries Plus location *** include a warranty, depending on the product's manufacturer, age, and cause of the defect. Our policy is to honor warranty claims within the warranty period unless the defect is caused by owner/user abuse or negligence or if the product was not used as intended. Further, to the fullest extent possible under applicable law, Batteries Plus will not be liable for consequential, incidental or punitive damages.
  Warranty coverage is not transferable (it applies to the original purchaser only), and requires a proof of purchase or original receipt.
  A warranty claim *** require product analysis prior to issuance of a credit or replacement, which *** take up to two (2) business days to process.
  Specific terms and conditions of warranty policies will vary by product type, and *** be modified over time. For specific terms and conditions, please see a store representative or call 1-************.
  The warranties for the specific products are the exclusive and only warranties that we provide with respect to the products we sell.
  BATTERIES PLUS MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED. WE DISCLAIM ALL OTHER WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

   

  As for being amused, chuckling or finding it funny I think we have a miscommunication. At first I was genuinely happy to try to help you charge and/or replace your battery. It gives me joy to recover them and I get to use our fancy chargers! I love the look on peoples face when I have successively recovered a battery. Any chuckle or smirk later was probably my anxiety. When put into uncomfortable situations these can happen as a defense mechanism and I do not usually notice. And yes, at the end I was just kind of shocked that you did not want my help since your battery had just started the recovery process.

   

  If you have any questions or concerns please feel free to reach out to me directly. I hope to earn your trust and business back.

  Thank you,

  *************************

  Store Manager

  Batteries Plus Puyallup, **

  ************

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