Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a system just under a year ago. Included in the system were 8 Odyssey batteries that carry a 2 year free replacement warranty. Recently discovered I had 2 bad batteries since day 1. This was discovered after removing the damaged batteries and then running on 4 vs. 8. At this point it was obvious they had been bad since new as the 4 battery setup lasted twice as long as the 8 battery setup. Had professionally tested and brought to White Mountains Solar. Owners daughter basically said no warranty would be covered. Ive asked repeatedly for the reason and she has no answer. Hoping they get this fixed. I spent $9000.00 cash on this setup. They went from helpful to hateful quick.
Business response
09/16/2024
*** Mustacha or whoever he was lied his a** off and used this complaint and all review sites to try and extort me and White Mountains Solar. He was ****** that I told him that the warranty had to come through Odyssey and it takes weeks to do so. I also told him that it was going to be tough as Odyssey had been denying claims but we would see. He thought that I had control over the warranties and Odyssey and that I was suppose to give him two new batteries within an hour of him telling us two were bad. Since I couldn't do that and wouldn't do that he did this c*** to show me that he was smart and would get me to do something. I tried to set a meeting in person with him but he refused to meet with me and **** only send his wife. He was obviously scared as he knew what a liar he was. We came to an agreement through his wife that he would remove all complaints and reviews since they were lies and would never be a customer of ours again or I was going to sue the c*** out of him and didn't care if it cost me $20,000 or more. Obviously he didn't remove this complaint like he told me he did. Ironically two weeks later we got two new batteries from Odyssey as they did cover the warranty. Still have them in the back of the store to this day.Initial Complaint
10/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We bought a solar system (**** *****) with 2 additional batteries for a total of 6 Victron batteries. The companies contractors installed the system and batteries. In early August I found that 2 of the batteries had burnt where the connections were made. I immediately contacted **** who replied a few hours later that those batteries needed to be disconnected, which I did and he sent me diagram to reconnect to the inverter. Two weeks later the contractor, ***************** arrived and looked at the batteries and the reconnect. He found that the bolts supplied were too long and not making a good connection, he corrected the remaining batteries and took the two burnt batteries back to WMS. I have contacted *** numerous times concerning the warranty on the batteries, his response is always " they are dragging their feet, they say that the bolts were cross threaded and are deciding what to do about it". To date, we are still operating on the four batteries, but always in the morning have low battery signals as we don't have enough storage.We need our additional batteries for power storage as I use oxygen and CPAP at night.I need a resolution to this, We went with this company because of their reputation and pricing. I'm not in agreement with their rating as WMS is not resolving the issue.I had to spend over $100 a week for petrol for my generators every week after the 2 batteries burned as the 4 batteries were not enough to operate the ** for our home!I am a disabled veteran on limited income, my spouse is also disabled on limited income and we are unable to purchase replacement batteries which we shouldn't have to do as there is a warranty on the batteries!Business response
11/05/2021
We have been working on this issue since their batteries burned.
I typed out a fill response but this website says to big so I have just attached as PDF above.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.