Complaints

This profile includes complaints for BigBattery Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BigBattery Inc

  21314 Lassen St Chatsworth, CA 91311

• 

  BigBattery Inc

  9667 Owensmouth Ave Chatsworth, CA 91311-4819

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:12/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My husband and I purchased a condor elite battery from this company. We had purchased other products before and had a relatively good experience unfortunately with this battery, weve had nothing but issues. It was brand new and end up frying our grow inverter which we ended up having to replace we contacted the company to do a warranty repair and they had us pallet and ship the battery back. It took well over a week to get a shipping label from the shipping department. We waited a long time and finally got what we thought was a replacement battery but the battery we got was a damaged old battery that was dented and had a broken wheel lock. We contacted the company and documented the damage. The battery did not work. They apologized and again we had to go through shipping the battery back. It took forever again to get a shipping label and even longer to get the battery picked up again we were stuck waiting for a replacement battery. When the battery arrived. It was the same exact broken battery. They had given us before and still was not working. We received a lot of apologies and statements that they were confused on how that couldve Happened we complained and they offered to issue us another replacement. This would be the third time having to send the battery back it took me well over a month to get a return label to ship this battery back. We still have yet to receive our replacement battery. They had me fill out a bunch of forms saying I was going to get my replacement battery expedited due to the inconvenience still do not have the replacement battery. They finally picked up their old battery and then the shipping department employee who has been horrible about responding. Had the nerve to send me an email complaining on how the package arrived to them. We have spent a lot of money in straps and shipping supplies and we still do not have a battery I am completely dissatisfied with my service and it feels like Big Battery does nothing but offer false promises.

• Initial Complaint

  Date:10/10/2024

  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.

  They sold me a 4 module ethos system its not working there staff knows about this issue and are not helping with it RC And **** ***** are avoiding me by telling the staff to tell me they left the building.

  Business Response

  Date: 10/31/2024

  Hello ****,

  We care about our customers and would like to get this resolved. Notes on your service case indicate that the batteries have performed without issues but I would like to confirm. .

  You can reach RC directly at  ************************ or ************************************* ******* has sent several emails to you but hasn't received a reply. 

  It is likely your issue is unrelated to the Ethos per the notes on file but we can confirm and help you get this resolved. 

• Initial Complaint

  Date:09/03/2024

  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 purchased a energy storage system (12kW 10.2kWh ETHOS system) from the business on July 29, 2025 via an Affirm loan but then requested a cancellation of my order July 31, 2025 by send an email and speaking with the customer service representative ******* at approximately 12:30 PM EST. I then received an email from the companys Netsuite system acknowledging my cancellation with case2436 case number. On August 12th realizing that I have yet to receive an official cancellation so I called Affirm and spoke with Naaz about my account and the fact ********************** sent an email to me on 6 Aug stating that my order was cancelled and refunded. Naaz said to wait another day for my account to reflect the update because it takes 5 - 6 business days for it to take place.On August 12th I called Big Battery and spoke with customer service concerning the refund to my account. The customer service representative told me that he see that the refund process was started but the accounting department has not pushed the refund through so he is submitting the request to the accounting department. He said that the process should be completed by 14 August. After numerous back and forth with Big Battery I received a refund of $8,017.00 which was $511.76 short of the full amount I paid to Big Battery. I then spoke with Big Batterys financial controller Mr. ****** **** who said he will not refund the $511.76 because Affirm took that amount from their payment. I then had a three way conversation with Affirm and Mr. **** to clarify his statement because there were numerous back and forth with Affirm and Big Battery pointing the finger at each other; during the 3-way conversation Affirm stated that they paid Big Batterry the full amount of my loan amount for payment for my order and Big Battery is responsible to refund my full amount however Mr. **** kept stating that he will not refund the $511.76 owed to me.

  Business Response

  Date: 09/24/2024

  Customer placed an order of $8528.76 through Affirm. Affirm took $511.76 merchant fees so Big Battery only received $8017. Customer later requested a refund and ********************** fully refunded the $8017 that was received. Affirm said the $511.76 that they charged is not refundable. 

   

  Our Chief accountant had a three way call with ***** and Affirm confirmed that Big Battery refunded all that was released. 

   

  ***** must contact affirm for detail or to dispute the $511.76 that Big Battery never received. 

   

   

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22224589
  
  I am rejecting this response because:

  During our three-way conversation between Affirm, Big Battery and I, Affirm stated they paid the merchant the full amount of the loan and they didnt take any fee/money from the amount. Affirm made it clear that the merchant is responsible for refunding the full amount. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/26/2024

  Customer placed an order of $8528.76 through Affirm. Affirm took $511.76 merchant fees so Big Battery only received $8017. Customer later requested a refund and ********************** fully refunded the $8017 that was received. Affirm said the $511.76 that they charged is not refundable. 
  
  Our Chief accountant had a three way call with ***** and Affirm confirmed that Big Battery refunded all that was released. 
  
  ***** must contact affirm for detail or to dispute the $511.76 that Big Battery never received. 

  Customer Answer

  Date: 09/28/2024

   
  Complaint: 22224589
  
  I am rejecting this response because:

  As the financial representative stated, we had a three way call with ****** customer support and Affirm customer support stated that they did not take any funds from the loan amount and provided Big Battery the full loan amount thus Big Battery should refund the full amount. I have been going back and forth with both companies with both stating the same thing with me the customer being caught in the middle and on the losing end. The interaction with both companies has been VERY frustrating and disappointing. I would like request an alternate dispute resolution - mediation. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/29/2024

  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 $30,000+ in ************. One of the six batteries arrived bad. It took us some time to diagnosis and determine one of the batteries was not charging properly. BigBattery has since the beginning attempted to blame us for the battery being bad trying to state we did not charge the battery, which we have. The problem IS that the battery will not properly charge. We've been arguing this point for four months. We simply have requested BigBattery replace the battery at their costs. Instead of replacing the battery. They want us to purchase building materials build a specific crate for the battery to send them. We must take pics of the crate and it must be built to their required specifics. Instead, we've requested they ship up the crate to put their battery in. They will not.

  Business Response

  Date: 05/01/2024

  Hello *****,

  We are happy to resolve this according to our policy. The battery must be returned for diagnostics. If the battery was charged once per six month period then there will be no shipping charges. Customers cannot access diagnostic tools. There should be no issue if all is as you say.

  You can read our policy at ********************************************

  You are responsible for palletizing the battery for return shipment. Use the following guideline for assistance. 

   

  Materials needed
  
  48 x 40 Pallet (No broken stringers or supports)
  Stretch wrap
  Ratchet straps
  Foam
  Box
  
  Use the foam/box to cover and protect the battery.
  Use the ratchet straps to secure the battery to the pallet.
  Use the stretch wrap to seal the pallet and protect it from water damage. 
  
  Start at the pallet base and wrap around at least eight times. Keep the wrap taut when passing each corner. Work your way up and pay close attention to ensure that every pass overlaps/intersects the previous one. You can begin wrapping downwards after reaching the top and repeat the process until the pallet is secure. 

   

   

   

• Initial Complaint

  Date:03/21/2024

  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.

  I bought a Condor elite battery from The Big Battery *** in May 4 of 2022, I was unable to utilize the battery so I follower the instructions to fully charge the battery for long term storage. In February of 2024 the battery was connected to my electrical system and charged, upon testing the back up battery system it discharged within one minute. I called the company and was told to order a different charger from the company in order to charge the battery. With the new charger the battery did not charge. I called the company and was told that I had not followed their policy and so the battery was no longer under warranty. The company rep told me they have a policy that any stored battery must be discharged and recharged every six months. I have searched their website and have been unable to find any policy similar to what they have described. They offered to repair the battery. I would be responsible for shipping and repair costs, in other words no warranty.

  Business Response

  Date: 03/25/2024

  Hello ****,

   

  Lithium batteries are not meant to be stored long term without use. We can help you resolve this but batteries that have not been cycled or charged for 6 or more months are a warranty exclusion. 

  Our policy states that a battery must be charged at least once every six months. 

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

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21438481
  
  I am rejecting this response because: The important information that a battery needed to be charged every six months while in storage was not prominently displayed on their website. If it is so critical this information should be listed as part of the warranty rather than a policy that does not state that the battery needs to be charged every six months.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/01/2024

  Hello ****, We want to find a way to resolve this so that you feel satisfied and customer service is very important to us. We do want to reiterate that the warranty exclusion for not charging a battery within six months is listed on our site under Warranty Exclusions (Number 7) if you go to bigbattery.com/policies/ . We will take into consideration that you would want that to be more prominently displayed. Let us know what you think is a reasonable solution.

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21438481
  
  I am rejecting this response because: I did charge the battery within 6 months, I contacted the company and they informed me that their policy is that the battery needed to be discharged and recharged every six months, I did not do this as I never saw this on their website. I
   now see that they had updated their website but that does not mean that this information was readily available when I purchased the battery. My solution would be for the company to refund the purchase price of the battery.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/09/2024

  Hello ****,
  
  
  
  We will not refund your order. There are no refunds after 30-days per our policy. ********************************************

  Please contact  us directly at ************, *********************************** or ************************************ and we can help you with the out of warranty process or discuss a repair at cost. 

• Initial Complaint

  Date:01/23/2024

  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.

  In June of 2021 i purchase a 48v **** battery. The battery has a 10yr warranty and 2 weeks ago the battery failed to turn on or charge. I talked with tech support and sent pictures to support. They said i would have to return the battery for repair or replacement. I followed all the directions of sending pictures of the battery, shipping materials , and the battery fully packed for shipping. I have called them daily asking for the shipping label. On each call i am told they will send by the end of the day. For the past week i have not gotten a label. Now im worried that this kind of response will translate into a significant delay in addressing my batteries issues. I am willing to even consider a different 48v LifePo4 solution in exchange. Whatever can get me the battery capacity i paid them for.

  Business Response

  Date: 02/28/2024

  Hello *****,

   

  Your battery is currently in our testing department.  I have approved a replacement and will contact you via email to discuss the solution.

  I will investigate your case details and experience. Please reach out directly at ************************************ if you have any questions. 

• Initial Complaint

  Date:10/05/2023

  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.

  Sent a failed battery back. I was informed that it wasnt covered under the warranty for moisture. I have no idea how the battery was intended for golf cart purposes. was informed after the fact that there is problems with moisture and I could purchase extra precautions. $3000 later I still have no batteries for my golf cart. it has been 16 weeks still they have not returned my property. Please advise thank you.

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 a Solar kit from ShopSolarKits.com back in July 2022. Have three (3) batteries as part of the kit from "Big Battery ". July 2023 started to have problems with 2 of 3. 1 of the fails has since gone away. The second Battery has issues since July 12th 2023 when it was first discovered. Theu did send a device to reprogram the **** Unit continues to fail. The *** is the heart of a battery system. Been keeping a list of fail dates. Been told that replacement *** is not available and don't know when.

  Business Response

  Date: 02/28/2024

  Hello ****,

   

  I've read through the case notes and your communications with the technical support team. We sent you (2) replacement BMSs, (1) software dongle, and instructions on how to perform the replacement/update. I am happy to help you resolve this. I can send a third BMS if needed or return the battery for diagnostics if you are within ******* and reachable ********** means. I will contact you directly from *******************************************. 

  Customer Answer

  Date: 03/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The only problem is the company is exceedingly slow with responses, updates or shipping information.

  In each case (x2). It has taken months to get action. I have kept all of my email correspondences.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/05/2023

  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 2x EAGLE kit in August of **************************************************************** that the 2 batteries would lose charge after 18 holes of golf. This is a stock cart with nothing special that would consume battery life. After extensive interaction with the Support team they still have not resolved the problem. Now after 9 months of use the batteries will not last 15 minutes of use.The Support team gave me a LOT of homework with digital meter readings; unplugging / re plugging; re balancing; charger changes; etc. At this point I believe they are selling a faulty product and they will not honor their lifetime warranty per my repeated requests. I am now forced to go buy replacement batteries from a reputable manufacturer.DO NO BUY A BIG BATTERY PRODUCT!

• Initial Complaint

  Date:02/20/2023

  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.

  After receiving the battery in July 2022, it has died and is no longer working. I have tried over 20 times to reach the company and they never answer their emails or phones. Warning to anyone trying to buy from them. Stay away and be warned. Their batteries do not work and they have made it a maze to try to get resolution. Im seeking to get a full refund from them because they now have my battery and ************ without any response.