Complaints

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

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  Renogy

  5050 S Archibald Ave Ontario, CA 91762-7413

  
• 

  Renogy

  2775 E Philadelphia St Ontario, CA 91761-8547

  

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:04/03/2025

  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 am filing this complaint regarding a defective Renogy 12V 300Ah battery that I purchased nearly one year ago. The battery has consistently failed to hold a charge and regularly triggers an SOC (State of Charge) alarm. Despite following all of Renogys troubleshooting steps and submitting documentation on multiple occasions, I have received no meaningful support or resolution.Renogys customer service has been unhelpful and dismissive. After submitting the required photos and documents twice, I was told that only one image was received and the rest were allegedly missingdespite my clear compliance with their instructions. Every attempt to seek a solution has led to redundant troubleshooting steps and circular responses from different representatives, with no progress made.I am no longer willing to spend time on ineffective troubleshooting. The battery is clearly dead. My monitoring shunt confirms this fact. This product is under warranty and has not functioned properly for months. It is unacceptable that I have not received a replacement or refund.I am formally requesting that Renogy replace the defective 12V 300Ah battery immediately or issue a full refund. I am providing this complaint to the Better Business Bureau to ensure my case is taken seriously and properly resolved.

  

  Business Response

  Date: 04/04/2025

  Hello **** ******,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you've experienced with your case regarding the battery issue. We understand how disappointing it is to deal with a malfunctioning product and feel that your concerns have not been adequately addressed. Please rest assured, we are committed to providing the best service and resolving your concerns. Your feedback is important to us, and we take it seriously as we work to improve our services.
  
  We have reviewed your case number *****************, and we would like to inform you that the return process for testing is currently underway, which you have approved. Please expect an email with the return pickup details for the battery.
  
  Thank you for your cooperation and understanding.
  
  Best regards,
  Renogy Support Team
  

• Initial Complaint

  Date:03/08/2025

  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.

  Heres the shortened version of your complaint:---Company Name: Renogy Date of Incident: December 17, 2024 Case Number: Case2024121700246 Description of the Issue On December 17, 2024, I contacted Renogy about a battery that would not hold a charge. Lei from technical support asked me to record a video of the issue, which I explained was not possible as the trailer with the solar kit was out of town. I also mentioned that this request was unreasonable. Lei said she would speak to her supervisor to arrange a battery pickup and email me with instructions. On December 20, 2024, three days later, I received a generic email with no mention of the pickup, only instructions to log into a portal to respond. This system is unnecessarily complicated and frustrating for customers. I replied, noting the warranty was about to expire, but Lei responded that the process required troubleshooting steps, effectively ignoring my initial request. Renogys delay caused my warranty to expire, leaving me unable to resolve the issue within the covered period. Additionally, their poor communication system and reliance on offshore representatives with language barriers made it difficult to resolve the problem effectively.Desired Resolution I am requesting that Renogy honor the warranty and replace the defective battery without further delays or unnecessary troubleshooting. I also ask that Renogy acknowledge their delay caused my warranty to expire and improve their customer service processes for better communication and efficiency.

  

  Business Response

  Date: 03/11/2025

  Hello ***** *********,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you've experienced with your case regarding the battery issue. Your feedback is important to us, and we take it seriously as we work to improve our services.
  
  We understand the importance of clear and efficient communication, and we apologize for the delays and any lack of clarity in the previous responses you received. We are actively reviewing your case to determine if alternative solutions can be considered to address your concerns.
  
  A new case (*****************) has been created and assigned to one of our representatives, who will assist you further with your case. Please expect an email from one of our customer support representatives shortly to provide additional assistance.
  
  Thank you for your patience and understanding.
  
  Best regards,  
  Renogy Support Team
  

• Initial Complaint

  Date:03/08/2025

  Type:Product 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.

  I purchased a Renogy DC-DC battery charger from ****** last spring which stopped working. Through a long series of emails, renogy finally allowed us to send it to them for a replacement. That replacement from renogy, not ******, did not work. We have asked repeatedly for a refund with no luck. Renogy says ****** needs to provide the refund. It is from renogy and under their warranty. We just want our money back and are completely willing to return the defective part to them as ****** was not involved in the replacement. The cost was $99.54 on 04/15/2024 and the refund window is closed.Renogy case number is:*****************.The previous case concerning the replacement was marked closed and all messages are no longer available to me.We would just like our money back as we have already purchased and installed another brand so no replacement is needed. The garage that determined the replacement was not working was ****** ****** RV in *****, ******Thank you for any help you can provide.**** and **** ******** PS I have many screenshots of the communication between Renogy and me but can only upload photos. Please let me know if there is another way to upload files. Thank you.

  

  Business Response

  Date: 03/10/2025

  Hello **** ********,
  
  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the frustration and challenges you've faced with the product, and we completely understand how disappointing this situation must be. Please know that we are here to support you in resolving this issue.
  
  After reviewing your case, we understand that your 20A DC-DC battery charger replacement is not performing as expected. We deeply apologize for the inconvenience this has caused. We will consult with our internal team to discuss the approval process for a refund, given that you've already purchased a replacement. To proceed, we would need the unit returned for testing to confirm its condition.
  
  Please expect an email regarding this process through your case (*****************) from one of our representatives. Kindly let us know if you're willing to proceed with this process. We greatly appreciate your patience and cooperation and are here to help in any way we can.
  
  Thank you again for your understanding. We look forward to hearing from you!
  
  Best regards,
  Renogy Support Team
  

  Customer Answer

  Date: 03/12/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ********
  
   
  

• Initial Complaint

  Date:03/05/2025

  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.

  This company hung up on me when I asked for a manager. I bought their product for a van renovation and their product converts voltage to an unsafe 24v level for the 12v system. The controller does this automatically despite their manual saying you can hard code it to do 12v. They have other products that can do this. I was on the call for hours with **** who ran this in his lab. And confirmed this is an issue. I would like my money back for the hundreds I spent on this so I can replace it with another companies product.

  

  Business Response

  Date: 03/06/2025

  Hello ***** *******,
  
  Thank you so much for reaching out and sharing your experience with us. We sincerely apologize for the frustration and challenges you've encountered with the product, and we understand how disappointing this situation must be for you. We also regret that your interaction with our team did not meet your expectations, and we want to reassure you that we are here to support you in resolving this issue.
  
  After reviewing your case, we understand that your Adventurer 30A Charge Controller is not performing as expected according to the manual. We apologize for the inconvenience this has caused. One of our supervisors had approved to upgrade to the Rover 20A Charge Controller, with the price difference covered by you, as long as the necessary documentation, including proof of purchase, was provided. However, we understand that this option was declined. We kindly ask for your understanding, as providing these documents is an important part of our process. It is not intended to undermine your concerns, but rather helps us confirm the issue so that we can proceed with your claim.
  
  We would greatly appreciate it if you could provide the required documentation so that we can assist you further and resolve this matter as quickly as possible.
  
  If you have any additional questions or concerns, please dont hesitate to reach out through your case (*****************). We genuinely appreciate your patience and cooperation, and were here to help however we can.
  
  Thank you again for your understanding. We look forward to hearing from you!
  
  Best regards,  
  Renogy Support Team
  

  Customer Answer

  Date: 03/07/2025

  I reject this proposal. I would like to either receive something comparable thats 30amps or more, or get my full refund for all the Renogy products Ive purchased to be able to purchase another product. I shouldnt have to pay anything for a product that on there manual states a functionality that it doesnt have. As a consumer, I was making a decision based on their product literature. I have sent Renogy supporting documents of my purchase. 

  

  Business Response

  Date: 03/12/2025

  Hello *****,
  
  Thank you so much for your response.
  
  We have received the proof of purchase for your case, but we noticed that we didnt receive any documentation regarding the issue with the unit. As mentioned previously, we would need this documentation to help us move forward with your claim.
  
  We completely understand if you do not agree with paying additional costs for a replacement given the circumstances. After consulting with our internal team, were happy to offer you a replacement of the same unit, or an upgraded replacement with the Rover 20A MPPT Charge Controller at no extra cost, as long as you can provide us with the necessary documentation showing the issue with the unit.
  
  Please feel free to reach out via your case (*****************) if you have any questions or if there's anything else we can do to assist you. 
  
  Thank you for your cooperation, and we look forward to hearing from you soon.
  
  Best regards,
  Renogy Support Team
  

  Customer Answer

  Date: 03/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:02/24/2025

  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.

  Renogy has habitually closed my cases over and over again and I always have to open new cases because after 2 days of not responding they will close my case even though it is a weekend and even though they will take longer than 2 days themselves to respond. I have multiple cases with Renogy. ***************** Closed Re: Renogy Support:***************** I've stated time and time again that energy has agreed to provide me a full refund but they have not. I received a refund for $190.35 but the amount of the purchase is $340.14. I have no idea how these representatives are not understanding what I'm saying and I have no idea where they are coming up with the $190.35 figure. The representative Ive spoken to has said things like I'm past the 30-day return window which makes no sense because it's a warranty and I don't think they're interpreting me properly or know what they're talking about at all. Their answers don't pertain to my situation.I also had a support case regarding a recently purchased shunt 300 battery monitor for technical support. I would like to be contacted by this business in regards to my refund and in regards to the horrible customer service I've received and troubleshooting the battery shot 300. I'm requesting a reasonable economidation that renergy opens up an email thread with somebody who is in administration to directly converse with me so that my cases are no longer prematurely closed. Thank you. My email address is ************************

  

  Business Response

  Date: 02/25/2025

  Hello ******* ******,
  
  Thank you for reaching out to us and sharing your concerns. We sincerely apologize for the issues you've experienced with our customer support, and we understand your frustration regarding the repeated closure of your cases. This is certainly not the experience we strive to provide, and we deeply regret the inconvenience caused.
  
  Regarding the refund, we are truly sorry for the confusion with the amount. We acknowledge that you were expecting a full refund of $340.14, and it appears there was a misunderstanding during the process. To prevent future communication issues, we will assign a representative to review your case and work directly with you to explain the refund amount and avoid premature case closures. Our representative will also address your other concerns and ensure that this situation is handled to your satisfaction.
  
  We truly appreciate your patience and the opportunity to resolve these matters. Please expect an email from us through your case (CASE20250225000430) shortly to provide further clarification and assistance.
  
  Thank you for your cooperation and understanding.
  
  Best regards,
  Renogy Support Team  
  

  Customer Answer

  Date: 02/28/2025

  Please allow me sometime to correspond with this business via email before I close this case. Thank you. 

  

  Business Response

  Date: 03/03/2025

  Hello ******* ******,
  
  Thank you for your response through the case. We appreciate you elaboration of the issue and we truly understand your sentiments. Our internal team will review the matter, and we kindly ask for additional documentation from you to assist with the process. Please expect an email through the case shortly.
  
  We appreciate your cooperation and understanding.
  
  Best regards,
  Renogy Support Team
  
  

• Initial Complaint

  Date:02/10/2025

  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.

  On February 3rd I purchased two 12V 300Ah Core Series Deep Cycle Lithium Iron Phosphate Battery w/Self-Heating from this vendor. I received an acknowledgement and invoice via email for my purchase, and my credit card was charged $2,198.61 for the purchase. On February 6 I noticed that there was no shipment or tracking info available, so I called customer service (a ************************ The agent was not able to determine an order status after putting me on hold for 5 minutes, and promised to send me an update ***** hours later. On Monday, February 10, I again called customer service and got the same assertion: no shipment update, and a promise to provide an update in ***** hours, which was not acceptable. After escalating to a Supervisor, ***** I was informed that the product was not yet shipping and there was no known ship date, and an implication that this transaction was a "pre-buy," which was not communicated to me at any point during the original purchase. I requested a refund, and was told that a refund would require 5-8 weeks to process, and I should wait to see the refund applied to my card account. Again, not acceptable. I should not have been billed for a product purchase where the seller knew at the time of sale there would be no product shipment or any idea when the product would be shipped. This is fraud.

  

  Business Response

  Date: 02/11/2025

  Hello ****** ********,
  
  Thank you for reaching out and sharing your experience with us. We genuinely apologize for the challenges youve faced with your order and our support team. We understand how frustrating it can be not to receive timely shipping information, and we truly appreciate your patience during this process. Your feedback is invaluable as we strive to improve our service for you and all our customers.
  
  We have reviewed your case and understand that you received an email with tracking information. However, please disregard that email, as we will proceed with the initial agreement of a refund. Rest assured, we will provide you with timely updates once the refund has been processed. We sincerely apologize for any inconvenience this may have caused.
  
  If you have any further questions or concerns, please dont hesitate to reach out through your case (*****************). Were here to help and want to ensure you feel supported.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  Renogy Support Team
  

• Initial Complaint

  Date:11/20/2024

  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 solar equipment from Renogy last fall. I was not able to set it all up until this summer. Initially everything looked great, but then I was having issues with the data from the charge controller. I tried adding components, a Renogy branded shunt, and their Core One device, to try and gain better visibility into the issue. Finally after troubleshooting and installing additional devices I contacted support via chat. They were not able to help me so escalated to another team. I provided photos/screenshots etc. After at least a week the other team reached out and asked that I try a few things that I had already indicated via chat. I let them know that I had tried several times. After 10 days they asked be to take screenshots of the same stuff I provided originally. After 4 more days I asked for an update, and they said they would escalate. After 4 more days I sent a message asking for better support. I believe there is an issue with the charge controller, but I can't seem to even get them to engage other than to ask for stuff that I've already provided. I'd like to have decent support or for them to issue a full refund for all of the equipment in this system, so I can go with a different brand.

  

  Business Response

  Date: 11/21/2024

  Hello **** ********,
  
  Thank you for taking the time to bring this to our attention and we apologize for this experience. We will use your feedback to improve our service and do better in the future.
  
  Upon checking your case number *****************, our technical escalations team has provided further insights regarding the issue with the Rover 60A Charge Controller. A different member of our customer support team will focus on your case to further assist you with a resolution. Rest assured, we are committed to providing service and resolving your concerns. Please expect an update on the case. 
  
  Thank you for your cooperation and understanding. 
  
  Best regards, 
  Renogy Support Team
  

• Initial Complaint

  Date:10/29/2024

  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.

  After the original controller failed in our camper in the summer 2023, we upgraded the solar with a Renogy brand Rover 30a Controller, 2 -12v 100Ah smart lithium batteries, and a Core One display. It functioned as we wanted for about a year, needing enough battery to camp for 2-3 days.Then, this past month, we were hit with Hurricane ******. We live in *** and lost power and water for over 10 days. On the 2nd day after the devastating hurricane , we realized we could use the campers refrigerator and water system to weather the outages. Sadly, after the 3rd day, one of the lithium batteries completely failed. After much testing-it dropped to 3.4v and would not charge. It pulled the 2nd battery down, but it did charge back, but only to 58% max. Both batteries are not functioning to full capacity (one not at all). I also have doubts about the controller and whether it is functioning properly. I have been back and forth with Renogy about a warranty claim with little success. Long story short, in a frightening emergency, we also lost the use of the campers fridge, food, water pump, and confidence in the system. Renogy continues to run in circles with the same questions and unhelpful customer service. We have provided them all the information they requested. Now they want us to show them proof we have tested the batteries and the system. I have ZERO confidence that Renogy will ever honor their warranty on either the batteries or controller. In normal times, this would be unacceptable. We have been living through a natural disaster of unprecedented destruction, power outages, and water outages in **********************. We turned to our Renogy solar battery system in our camper when we desperately needed it and IT FAILED. Now we cant get Renogy to act directly and honor their warranty. I dont want to troubleshoot their faulty system any more. I want it refunded, so I can purchase a more reliable system that we can count on in an emergency!

  

  Business Response

  Date: 10/31/2024

  Hello ******* *******,
  
  Thank you for taking the time to bring this to our attention and we apologize for the unpleasant experience with our products and support team. We will use your feedback to improve our service and do better in the future.
  
  We have investigated your case number ***************** and we understand that you would not like to proceed with troubleshooting anymore given the inconvenience you experienced. Instead, we can send the batteries to our warehouse for testing to confirm if they are indeed faulty. 
  
  Please expect an email through your case providing the testing process and warranty information. Rest assured, we are committed to providing service and resolving your concerns. 
  
  Thank you for your cooperation and understanding. 
  
  Best regards, 
  Renogy Support Team
  

• Initial Complaint

  Date:10/29/2024

  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.

  Renogy pushed update to a device and broke it. I have contacted Renogy about the issue, told them what I have done and sent pictures like they asked. They then say they sent my problem to a level 2 tech. And a week of silence after asking several times any updates on this situation they then say to do the steps I clearly told them I did a week ago with pictures of the information. A complete Run Around to avoid taking care of their customers. They just care about selling their product

  

  Business Response

  Date: 10/30/2024

  Hello **** *******,
  
  Thank you for taking the time to bring this to our attention and we apologize for the unpleasant experience. We will use your feedback to improve our service and do better in the future.
  
  We have investigated your case number ***************** and confirmed with our technical escalations team that the unit is faulty. we will proceed with the warranty claims process you prefer: return and refund. A member of our customer support team will take over your case to provide you with the return label and work with our finance team to ensure you receive the refund once the item has been returned. Rest assured, we are committed to resolving your concerns. Please expect the return label via email on the case.
  
  Thank you for your cooperation and understanding.
  
  Best regards,
  Renogy Support Team

• Initial Complaint

  Date:10/29/2024

  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.

  After dealing for months regarding a faulty product, the product was returned and a prorated refund was ************ we have been attempting to have the refund issued but the entire process has been a run around. They claim to have issued the refund but it was not issued. After now 3 different case numbers and so much more time wasted, I am beginning to believe other reviews that the refund will not be issued.

  

  Business Response

  Date: 10/30/2024

  Hello **** ******,
  
  Thank you for taking the time to bring this to our attention and we apologize for the unpleasant experience. We will use your feedback to improve our service and do better in the future.
  
  We have investigated your case number ***************** and confirmed with our finance team that when your refund was initially processed it did not go through. This has been rectified today and we're currently waiting for our finance team to provide the proof.
  
  A member of our customer support team will take over your case to closely monitor it and work with our finance team to ensure you receive the refund. Rest assured, we are committed to resolving your concerns. Please expect an update regarding the refund via email on the case.
  
  Thank you for your cooperation and understanding.
  
  Best regards,
  Renogy Support Team

  Customer Answer

  Date: 11/01/2024

   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.

  Refund was provided on 11/1/2024. Thank you!