ComplaintsforRenogy

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a 300ah lithium battery ******************************************* transit for 15+ days. Renogy customer service access is horrendous, opening a case gets you general responses with no concrete action. After a week of that I accessed live chat, same outcome, no concrete action or responses, tell me its a shipping back log. I contact purolator and they inform me that shipping information is missing and they need to hear from the shipper to complete the shipment. I call Renogy and their response on the phone is the same as on the case file, that they have escalated with their logistics team. Here we are another week on and the item still remains at the sort facility with no movement. This company has one of the worst customer service processes Ive ever experienced. Sure they offer good products and a great price, but honestly I think Id rather pay the extra money for someone reliable who responds to customer issues and takes care of the people who buy their products. Im hoping someone from Renogy contacts purolator about my order and gets it cleared asap, I need this for summer vacation or Im left without a lithium battery and no power. If this company could resolve their terrible customer service, they could be great. But the current level of service is unacceptable, more of this lack of action and I will be writing reviews on every platform possible.

  

  Business response

  07/12/2024

  Hi *********************,

  Good day.

  I sincerely apologize for the inconvenience. Upon reviewing your existing *****************, our team has checked the status of your tracking number with Purolator and confirmed that it has arrived at the sorting facility. We will ensure to keep you updated on the delivery progress.
  Additionally, we will provide a 10% partial refund as compensation. If you have any questions or concerns, please feel free to contact us through your case number.

  Regards,

  Renogy Support Team 

  Customer response

  07/12/2024

   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 since the item was delivered today. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  6/19/2024 - Purchased a battery from Renogys web site for $360.33 (on my **************** card).Order #********** (Case #************).Renogy immediately charged my Credit Card on 6/19 (before shipping, obviously).6/26/2024 - No movement on shipping, so I called Renogy. Was told (for the first of 3x) that the order had been expedited. Started a case number (************). Have added comments/questions to it 4 or 5 times never get an answer).6/27/2024 Called again for an update. Nothing.6/28/2024 Was given a Federal Express tracking number (************). Number was a fake tracking number, as Renogy never set up a pick-up with FedExp (even today, FedExp still indicates it as only label created).7/1, 7/2 Called. Was told it would be Expedited again.7/5/2024 Called. Was told it would be expedited again and I would receive a follow up email within 24 hours. Never received an email.7/8/2024 Called Pre-sales (customer service would only put me on hold and then disconnect). Was told battery was no longer available and would need to be reordered. I asked to have the order cancelled and a refund made to my credit card. Transferred to ***************** They put in a request to the finance team for a cancelation. Was told the refund would only be made AFTER the finance team approved the cancellation, and then it would take 7-10 BUSINESS DAYS! I need the refund now (based on my history, Im assuming this will be a 2 month battle at best).Meanwhile, Im dead in the water for power for my van, since I recycled my old battery, foolishly assuming Renogy would be a legitimate seller. Irony: I could order the battery on Amazon and it would be at my door within 2 days.

  

  Business response

  07/12/2024

  Hi ***********************,

  Good day.

  Regarding *****************, a refund has been processed today. Please expect the credit within 5-7 business days. The *** number is ******, and the amount you will receive is $360.33.

  Again we do apologized for the inconvience.

  Regards,

  Renogy Support Team

  Customer response

  07/12/2024

   I am rejecting this response because: Based on my appalling experience and the countless communications with Renogy, I will have to assume I'm being lied to or at best, jerked around........as evidenced by even more of their actions beyond when I filed this complaint with BBB. I wish I would have read the reviews on BBB before I engaged with this company. I note that there was no apology or any explanation in Renogy's response.
  
  
  

  

  Business response

  07/19/2024

  Hi ***********************,

  good day.

  upon checking on your ***************** it shows that you were refunded already on July 14, 2024. again we apologized for the inconvience that it has caused you. 

  Regards,

  Renogy Support Team

  Customer response

  07/19/2024

   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.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  **************** is atrocious. I ordered a solar panel. Shipping policy states 3 business days to ship. After that time passed I contacted Renogy via chat. I saved all my chat with screen shots as I knew from just a few minutes in chat that this had a high chance of being a pain. First, it took about an hour for me to get someone after the chat que. They disconnected as I had got up to get a drink. I had to sit through chat que again. Chatted with a rep and they made it seem so easy. I asked to cancel my order and told them I would just order from Amazon as fulfillment time is correct and quick. The rep said they would start the process and open a ticket. I was suppose to receive an email confirming my cancellation process after disconnecting from chat. After the chat, I never received and email and the process never started. I spoke to another rep the following day via chat, and they had no record of me cancelling. Mind you, I have the full chat screenshots. I am still in the process of getting a refund and cancelling my order, but wanted to throw this out there. **************** is terrible. If you buy through any retailer for Renogy products, keep in mind you may never get help with their products. Solar products are not cheap and you may need service at one point.**************** is important.

  

  Business response

  07/05/2024

  Hi ***************************************,

  Good day.

  We apologize for any inconvenience caused. Upon review, our team has successfully created a case for you under ***************** and has also sent an email to ****************************** The RMA074669 has been generated to cancel your order as per your request.

  
  We will notify you through your case number once the refund has been processed from our end. Typically, the crediting of the refunded amount may take 3-5 business days to reflect in your account.

  
  If you have any questions or concerns, please feel free to reach out to us via email using your case number for reference. We're here to assist you further.

  
  Thank you for your patience and understanding

  Regards,

  Renogy Support Team

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I returned a battery to Renogy under warranty. They claim they have repaired the battery and are sending it back to me. They say they are just waiting for *** to pick it up. The *** label was created on June ************************************************************************* tracking number I was given is:1Z1V48380318620501 I would like them to ship the repaired battery back to me.

  

  Business response

  07/08/2024

  Hi *************************,

  Good day.

  We sincerely apologize for the inconvenience and understand your frustration. In this case, we have sent you an email under *****************, informing you that we will process a replacement battery. Our logistics team has confirmed that the original battery was shipped but appears to have been lost by **** We will provide you with a new tracking number once our team has shipped out the replacement unit.

  Regards,

  Renogy Support Team 

  Customer response

  07/11/2024

   I am rejecting this response because:
  I am still waiting for a tracking number that shows the battery has shipped. Although the business claims they are shipping a new battery I have yet to see any evidence.
  
  

  

  Business response

  07/15/2024

  Hi ****,

  Good day.

  Upon checking on your existing case a replacement has been created already under SORI601403 and i already check the status and a the battery  tracking number was created earlier. here is the tracking number 1ZH4E1700344675103. 

  For any questions or concerns you may reach us out under your *****************.

  Regards,

  Renogy Support Team 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought 4 panels from them. They sent me only 3 and they were all shattered.

  

  Business response

  07/05/2024

  Hi *****************************, 

  Good day.

  I hope this message finds you well. I wanted to inform you that we have successfully processed a refund for your order with the reference number *****************. According to our records, the refund has been issued and should reflect in your account.

  If you have any questions regarding the refund or if there's anything else we can assist you with, please feel free to reach out to us. We're here to help and ensure your satisfaction.

  Regards,

  Renogy Support Team 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 40 amp mppt controller from the company and it stopped working after 3 months. I contacted them and provided them with all the proves they asked for including videos of troubleshooting steps that they asked me to perform, receipt of sale and pictures of the controller. They opened a case (*****************) but they never updated it. Every time I call or chat with their support team online I get promised that a shipping label will be sent to me to ship them the defected product. It has been over a month now and I still haven't receive the label even though I get told that a label will be send by tomorrow. It has been over a month like that.

  

  Business response

  07/01/2024

  
  Hi *****,
  Thank you for reaching out to **. We apologize for the delay. Upon review, one of our advisors has contacted you to discuss the options for replacing the unit. We will continue working on your case, *****************.
  
  Regards,
  
  Amber

• Initial Complaint

  06/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In 2023 bought a Lithium Renogy 100Ah BATTERY. Last month I ordered another 12 V 100 AH Renogy Lithium battery but a slight different model as last years model is no longer available. Now Renogy tells me they cannot be put in parallel. I have tried to connect them via a submit form/chat and by telephone to no avail as which battery is compatible. The Chat is close for business ( at 14:00 PT) the telephone does not answer. The callback does not take place.

  

  Business response

  07/01/2024

  Hi ********,
  

  Good Day!
  
  Thank you for bringing this to our attention. After a phone call with one of our user experience supervisors, we would like to apologize once again for the confusion during your interaction with us. We assure you that we will conduct an investigation to ensure everyone provides accurate information. We will accept the return of your unit and process the correct battery that will work with your current setup. We will continue working on your case, *****************.

  Regards,
  
  Amber

  Customer response

  07/01/2024

   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.

  Got called by a Renogy representative and my problem is resolved to my satisfaction. They were great with option presented. Thanks for your help

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to resolve a warranty issue with my battery since February 24, 2024. Despite my repeated attempts to get the issue addressed, the company has continuously delayed picking up the faulty battery.I have contacted them numerous times and provided videos demonstrating the batterys failure. Each time, they ask when they can schedule a pickup, and I have repeatedly informed them over the phone that any time would work for me. Despite this, they continue to send emails asking for a response via email, to which I have also responded.Today, June 24, 2024, I was informed that my case has been closed, forcing me to start the entire process again. I believe the company is deliberately stalling to avoid honoring the warranty. This repeated delay and lack of resolution is unacceptable, and I request immediate action to resolve my warranty claim.Additionally, I have proof that I responded to their email inquiries, but the email they provided for my response was a "no-reply" address. This contradicts their claim that they did not receive my response and makes me believe they are intentionally creating obstacles to prevent resolving my warranty issue. I have attached the email as proof.

  

  Business response

  06/28/2024

  Hi *****************************, 

  Good day. 

  We apologize for the inconvenience. Upon reviewing your case, *****************, our team has arranged for the battery pickup scheduled for Monday, July 1, 2024. The email you received indicating that your case was closed was a system-generated error, and we apologize for any confusion this may have caused. If you have any questions or concerns, please feel free to email us regarding your existing case, *****************.

  Regards,

  Renogy Support Team 

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Phoenix 1000 power station and a solar panel last spring. I have used the power station only a few times, primarily for powering a computer during trips in our RV. One month ago I charged the power station to 100%, turned it off and put it in my vehicle. Two weeks later I went to use it and it was at 0% charge and would not take a new charge. I know that Lithium Ion batteries can't be "revived" after going below a certain charge level. I emailed the company 3 times and have had no reply. The unit is out of warranty but I think this sudden failure, through no fault of mine, should be addressed.

  

  Business response

  06/27/2024

  Hi ****,

  As discuss on the phone here is your case number *****************. Also we are going to process a refund as well and it will be credited to your paypal account. i will inform you once refund process is done. 

  Regards,

  Renogy Support Team

  Customer response

  06/27/2024

   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.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Solar panels and a Rover 100 controller were ordered on May 28th, 2024. The order was cancelled but repeated attempts to speak with a Renogy representative to resolve the issue had proven useless (waiting on Renogys automated phone system for up to 45 minutes until I was eventually caller number one only to be promoted to leave a message - I have not received a single call back even after my repeated attempts). A shipping label was promised via email to return the unwanted controller - to date no shipping label has been received.

  

  Business response

  06/24/2024

  Hi *****************************,

  Good day.

  We apologize for the inconvenience. Upon checking *****************, the return shipping label was successfully sent on the first attempt. Could you please check again, as our team has resent the return shipping label.

  Regards,

  Renogy Support Team 

*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. ↩