ComplaintsforBatteries Plus Bulbs LLC

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I WANT TO ADDRESS A VIEW ISSUES THAT I HAD ENCOUNTERED FROM THIS SPECIFIC LOCATION!1. A couple days ago, i went here to replace my camera lens, got off from work and went straight here, i didn't wipe my phone earlier so i was thinking maybe i can use their wifi. The fact that they don't have any wifi to use so i had to go back home wiped my phone and went back. Mind you this is 15 minutes worth of drive one way so use your math.2. My camera situation was totally fine, the only thing needs to be repaired was the lens.3. They replaced my phone camera lens and i went back home.4. I tested the camera at home because i can not access my phone (it's on factory reset mode).5. The result wasn't pleasant, they left finger print and dust inside of the lens, and scratches my actual camera!!! And they also was putting WRONG lens, so they had to change it.6. The next day i had to go back again and let them fix it with the correct lens. What a hassle knowing that they s**** up my camera and now i am dealing with it.7. I already feel something off, i got played.8. So I turned out fix my camera at another shop.9. A little cheaper than what BATTERY PLUS quote me.10. The tech at another shop said WHOEVER DID MY PHONE PREVIOUSLY THEY SCRATCHED MY CAMERA. And what i was thinking was right, because I tested my camera before battery plus replace it, and it was totally fine.People please use another shop. I will never ever go back to this place and will tell my friends and relatives to not using their service.Thank you.

  

  Business response

  06/13/2024

  The customer brought an "Unable To Test" device for a repair (attached). She signed our intake form releasing us from any liability in the event a repair is unsuccessful when we are unable to test for functionality prior to the repair. Our obligation under the law is to return a customers device to them in the same condition or better than it was brought in to ***

  My experts were unable to test functionality on this phone. I find it suspicious that the customer who brought her phone to a professional to repair knows "2. My camera situation was totally fine, the only thing needs to be repaired was the lens."

  As for Wi-Fi - the technician that helped this customer told her she was welcome to use our Wi-Fi but let her know it might be slow. He also suggested the ********** across the parking lot as potentially having faster Wi-Fi service.

  We are all somewhat confused as to why the phone needed to be factory reset before the repair. This is highly uncommon, certainly nothing we ever asked a customer to do. We do recommend backing up to the cloud because there is a small chance of data loss in any repair. Less than half of 1% over thousands of repairs in our experience.

  If this customer got her repair done elsewhere and she is happy with the result, we are happy for her. 

   

  If this customer is able to return the parts we used in her phone so we can use them on another return, I will gladly refund her $37.86.

  If the customer can not return the part I can return the labor minus the cost of goods,

  A third option is I can give the customer a $40.00 in store credit to use on a future repair or purchase.

  Customer response

  06/14/2024

   
  Complaint: 21814685
  
  I am rejecting this response because:

  "unable to test" my device? My phone was on when I brought it to your store. I tested it myself, I explained to him nothing happened with the camera, i just need a lens replacement.
  The fact that i react calmly when i know he scratches my phone camera, putting the WRONG ITEM at first, didn't even check and test the camera results. That was unprofessional.

  I want to reset my phone because i want to protect my data before i handed to your expert so nobody can steal my information. It's funny that you don't accept i have that capability to know all these technologies.

  No, your expert said I can't use your wifi, he suggested me to go to the nearest library, which i do not know as I couldn't use my phone at that time. And then i asked do you know if ********** have any wifi? He said he didn't know, so i took initiative to ask one of the associate at ********** if i can use their wifi. You have security camera on your store, you can exactly find out and listen to our conversation. Please don't give misleading information here.

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

  

  Business response

  06/18/2024

  I'm not sure how to respond. The customer demanded a refund and I offered a refund.

  The customer, as attached for a second time, signed her own signature to an intake form that says "Unable To Test" all over it. Perhaps she should not have signed it.

  The customer claims we wouldn't let her use our WiFi. All 4 of my locations have WiFi and we assist customers with cell phone back *** daily.

  We are in business to sell goods and services at a fair price and hopefully make enough profit to earn a good living. We are not in business to destroy our customers property, inconvenience them and lose money through refunds, lost parts and bad reviews (across multiple platforms in this particular instance).

  This customer used our service previously for a battery swap but did not go to multiple sources to tell us we did a good job. But still, that one other transaction was enough for me to want to try and save this customer by offering the refund she demanded.

  I can't change an angry customer that wants to remain angry. I have worked for this ownership group since 1996. The way I see it, this is MY business. Every customer's satisfaction is paramount. 

  We do literally thousands of cell phone and tablet repairs annually amongst our four stores. These are tiny highly sensitive devices. Although we strive to be perfect, it simply is not possible. We make mistakes. And without fail, we warranty our work, fix our mistakes at our expense, or replace property when we are unable to repair damage we cause.

  The location receiving this complaint has an A+ BBB rating, 4.5 stars on 365 reviews on ******* and a 92% Net Promoter Score on Medallia.

  I am not sure how to resolve this to the customers satisfaction but I feel like I have responded, twice now, in good faith.

  I am sorry for our mistake, this customers inconvenience and her dissatisfaction.

  Again, I offer the demanded refund. I don't know what else I can do.

  Customer response

  06/19/2024

   
  Complaint: 21814685
  
  I am rejecting this response to address some false statements that the ***** stated.

  -Yes you offered me a refund but you expect me to bring the old phone camera lens that already replaced by another vendor, how am I supposed to find it? Makes no sense

  -If customer satisfaction is your priority, you have my card number on file.

  -I am not angry and no, not going to remain angry, i did come back to your store because i had use your business before for battery swap, that should be enough to earn your business back from me. You expect me to write a 5 stars review?

  -At first i was thinking to replace the camera at your store but your Associate (big tall guy with glasses and darker complexion) told me the cost to do it around $300-$350. Also the product will not available until next week. Of course i shop around, very common sense! Since I already have bad experience with you. And i need my phone to get fixed as soon as possible.

  -Those people who left higher reviews on ****** majority is for your car battery sells, not for cellphone repair. And i left honest reviews on ****** based on my experience, and I use my platform carefully.

  -I want everybody read these statements from me so they can be carefully decide to use your business for the future.

   

  Thanks!

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a lifetime battery replacement with batteriesplus. A few years ago they changed the battery and damaged the watch by not putting it back together properly not making it water resistant again. They did it again a few weeks ago. Changed battery and did not ensure water resistance. They refused to provide any documentation they had watch. They lied and said they sent it to a watch fixer when all they did is change the battery again and told me it was fixed.They only provided $40. I demand for nullifying the battery replacement cost and shipping and tax for watch and for my time.

  

  Business response

  12/06/2022

  From time to time we do damage to a customers watch. We are always sorry when that happens. Since we opened in **** we have always made fair compensation when this happens.

  The customer has made a mistake. We did take his watch to the Tick Tock Shop for repair. They were unable to repair the watch or the price of the repair was greater than the value of the watch. I think the customer told the manager he had called the Tick Tock Shop and they said they didn't have his watch. That's because the customer was ******************** not ***********************. If he had said Batteries Plus, they would have asked for the repair ticket number which he also would not have had as we were their customer not **************

  When we make a mistake and replace a customers watch or key fob (also have a lifetime option) we simply transfer the lifetime replacement to the new watch or fob.

  As far as our responsibility? According to the law, civil and small claims, my obligation is to make the customer whole. I could have ordered him a used item in good working condition and satisfied my legal obligation. Instead, we gave him fair market value on a new watch, same exact make and model as the old one. SUPER common watch, a Timex Ironman Classic 30 Full-Size 38mm Watch TW5M09500. I could walk in to Target or Wal-Mart right this second and take one off the shelf, no shipping.

  Finally, ************* not only accepted our offer, he signed a legally binding release of liability. The time for him to have made a case for why his watch should have a greater value than it does would have been before taking the money and signing the release. I would happily order the watch and drop ship it to his home address on my Amazon Business account for NO SHIPPING.

  ************* "demands" are not reasonable. We are released from further liability regarding his Timex Ironman Classic 30 Full-Size 38mm Watch TW5M09500.

  Customer response

  12/06/2022

   
  Complaint: 18483022
  
  I am rejecting this response because:  you are not released from refunding the lifetime battery replacement coverage purchased seeing it is your incompetent actions that nullified the coverage!!!!  Get some integrity.  You lied to me. I had to spend gas and time going back to your store 3 times because you made up the lie that you sent the watch out to get fixed when you didn't.  If you are not going to what is right over $40 it is going to cost you a lot more than $40!  
  
  Sincerely,
  
  ***************************

  

  Business response

  12/07/2022

  **************, nobody at Batteries Plus has ever lied to you. Your watch went to The Tick Tock Shop for repair just like EVERY other watch we have damaged since 1995.

  
  I have worked for this company since ****. We have an A + Better Business Bureau rating and have served Southern ******** with integrity for over 27 years. That does not happen by being an unethical business. 

  
  Im very sorry you are upset your watch was damaged but I still believe your anger is misplaced. We have served you since at least 2017 and you have always been satisfied in the past to our knowledge. 

  
  Here are the facts; We have replaced your battery 4 times since 2017 on the lifetime warranty you purchased. Ticket #***-408832 was your initial purchase on 1-17-2017. Ticket 
  #P15713043 on 6-17-19 we replaced your battery under the lifetime change for the 2nd time.
  Ticket #P46045548 on 11-21-21 we replaced your battery under the lifetime change for the 3rd time
  Ticket #P56212911 on 10-21-22 we replaced your battery under the lifetime change for the 4th time.

  
  Just like every other consumer product, watch parts age with time and repeated opening and closing. Rubber seals dry up and crack. We are a battery retailer that installs watch batteries as a service for our customers. We are not a jeweler that cleans, repairs, or replaces old watch parts. We compensated you the price of a new watch for your more than 5-year-old depreciated watch.

  
  As I stated in my original reply, your lifetime warranty will still be honored at any Batteries Plus in the nation.

  
  You agreed to those terms and you signed a release of liability.
  

  
  

  Customer response

  12/07/2022

   You have not served anyone.  You did lie and did not send the watch to the tick top shop because one of your employees said so- he stated they had just opened it up and let it dry out when I took it back the second time.  you are a liar.  You did not offer to drop ship me a watch from amazon.  all you offered was $40 with no documentation.  you are full of ****.  you owe me a refund on the lifetime service and for my time and gas money as you jerked me around.  If you don't pay an additional $40 it will cost you more.  And no you do not have a A plus rating if you look at your reviews.  You have damaged other peoples watches as well!  Get real and get some integrity.  
  Complaint: 18483022
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

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