ComplaintsforBigBattery Inc

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Big Battery ran an ad saying they offered a 15% discount on Labor Day 2022 that was supposed to run from 9/2/22 to 9/7/22. This got me interested, but when I tried to make an order on 9/5/22 this discount had disappeared and it showed up nowhere on their website. I entered the discount code that they stated I should use when I made my order but it did not work. I ordered eight batteries but I am not going to enter my credit card information to complete the transaction until I am assured by Big Battery that they will honor their advertised 15% discount.

  Business response

  02/28/2024

  Hello ******,

  RC here. 

  The batteries were not ordered if they weren't paid for. What is the order number? 

  I cannot find an order or any communications between you and our support/sales team. You can reach the team via live-chat on our website, email at ********************************* or email at ************************************** can reach me Directly at *******************************************

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like Big Battery to fully honor its warranty. This is my fourth faulty Big Battery installed in under a year. They are clearly having quality issues. I have been trying to get this resolved since May. Today I was told I must pack up a 600lb battery on to a pallet is, wrap it with foam, ratcheting straps, and the cellophane to return it for service. This is unreasonable. Especially considering this is my fourth faulty battery from them. Very few customers if any could do this. I would certainly need to hire help. They need to send someone to do an on-site repair or replacement. My order confirmation for this battery: A note has been added to your order Hi *******, The following note has been added to your order: 48V KONG ELITE - LiFePO4 - ***** - ******* (FKONG-XXXXX-G1) x 1 shipped via Other on April 1, 2022 with tracking number XXXXXXXXX ABF FREIGHT. As a reminder, here are your order details: (Order #BBXXXXX) (March 26, 2022) Product Quantity Price 48V KONG ELITE - LiFePO4 - ***** - ******* 1 ****** Subtotal: ****** Discount: ******** Shipping: **** via Shipping Tax: $0 Payment method: Credit Card Total: ********* Note: Will this come with the added bms panel/card? We had so much trouble before this was added. Billing address ******* ********** XXXXX Airport Park Road ******** ** XXXXX XXXXXXXXXX ******************** Shipping address ******* ********** XXXXX Airport Park Road Hancock, MI XXXXX' Warranty details: ******************************** BigBattery Warranty In the unlikely event you are having an issue with one of our batteries, we have developed a straightforward Warranty & Return Policy servicing all customers in the USA: Real (10) Year Warranty All our batteries come with a 10-Year Full Repair/Replacement Warranty. If our batteries malfunction due to component or manufacturing error, the product will be repaired or replaced free of charge.

  Business response

  02/28/2024

  Hello *******,

   

  Big Battery did honor it's warranty. We tried resolving your issue remotely through troubleshooting and then returned your battery for diagnostics, repair, and tests before shipping it back you. We performed all steps per our comprehensive warranty. A battery is only replaced after it is received, inspected, and deemed unrepairable. 

  You battery was returned under tracking number 162374245. You can track progress here ******************************************;

  Please reach out to our support team at ********************************** or our sales team at ********************************.

  Customer response

  02/29/2024

   
  Complaint: 19146565
  
  I am rejecting this response because: as you can see Big Batterys responses are in no way timely nor are they customer friendly. These are items that we, as customers living off grid, cannot go weeks or months without. In fact days without can put lives at risk in our climate. The replacement part was a small part our local company could have swapped out. Instead we were forced to load a 600lb battery onto a pallet in perfect condition. The pallet they sent back with our battery was not only not the one we sent, but one so damaged it could not be used to return the battery for future repairs if necessary. No other appliance in my household of similar weight and cost would require me to package it up and return it to the manufacturer for warranty service. In fact my ice maker did go out. ***** sent a repair person with the replacement part. I can live without my ice maker. I cant make it through a single night without the batteries for my off grid home.
  
  It was eventually repaired after months. There was no compensation. There was no loaner. We had to get help loading a 600lb battery and obtain expensive packaging to ship it back. In addition we needed to do it to their specifications in order to receive repair. This is not reasonable for a larger appliance costing several thousand dollars.

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

  Business response

  03/15/2024

  We at BigBattery want you to know our team does care about your experience with our product and our customer service department. We have more recently put new protocols in place to ensure that all issues and BBB complaints are answered in a timely manner and that a reasonable resolution can be reached. Because your complaint was dating back quite some time , we understand that it may be frustrating to now be in discussions about a reparation or resolution. We also have a whole new line of batteries and amazing features and performance and we would like to know, if we were to issue an amazing discount, if you would consider one of these units for your battery needs. If not, we do understand, and would like to know what would be an action on our behalf to make you willing to consider this complaint resolved. We do apologize for the less than ideal experience you felt you had and we want to make it right. Our new and improved team here is focused on creating happy repeat customers. Are you willing to call in and speak to our customer service manager to facilitate a custom solution to this long standing issue?

*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. ↩