Complaints

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:05/20/2024

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Hybrid Battery 911, a business I hired to replace the hybrid battery on my 2005 ****** Prius. Despite their efforts, my vehicle issues remain unresolved, and the service provided was inadequate and contrary to their warranty terms.On May 14th, 2024, a technician from Hybrid Battery 911 replaced the hybrid battery in my Prius. However, after the replacement, my vehicle continued to display the same diagnostic trouble codes, indicating that the hybrid battery still needed to be replaced. This suggested that the initial repair did not address the problem.I contacted Hybrid Battery 911 to inform them of the issue, and they returned for a second service visit on May 15th, 2024. During this visit, instead of addressing the hybrid battery issue, the technician claimed there was an additional, unrelated problem that needed to be fixed first. Despite my insistence that the hybrid battery was the core issue, the technician refused to replace it.Additionally, the warranty and service terms were not provided to me until after they came to service the vehicle. According to the warranty, the technician is supposed to diagnose and identify the problem before proceeding with any installation. However, it is evident that this protocol was not followed, leading to an unsuccessful repair and further inconvenience for **** have attached copies of the service records and the warranty terms from Hybrid Battery 911 for your reference.I request the Better Business Bureau to assist in resolving this matter. I am seeking either a full refund for the initial repair cost or a successful replacement of the hybrid battery as initially agreed upon. This is a reasonable resolution given the circumstances and the warranty terms provided by the business.Thank you for your time and assistance. I look forward to your prompt response and resolution of this matter.Sincerely,*********************

  

  Business Response

  Date: 05/25/2024

  ************** contacted HB911 for a replacement hybrid battery. One of our mobile field technicians installed a replacement hybrid battery, but there was a minor issue with the relay. To uphold our reputation for quality, our technician removed that battery and installed a second one. The second battery had no issues; the car had no warning lights and was running fine when the technician left.

  
  Hours later, ************** called back, stating that we had installed a bad hybrid battery. Upon further inquiry, it appears that the batterys metal plate had been bent by the customer near the interlock safety key. The customer, or someone who was not our technician, appears to have disconnected the orange interlock safety key to the hybrid battery and then reinstalled it. We advised the customer not to tamper with the ********************** as its a safety and warranty issue.

  
  When an interlock key is pulled incorrectly, it sets off a warning light that must be cleared from the computer. The only way to clear this code is by disconnecting the 12-volt battery for about 5 minutes. It seems the customer or someone other than our technician tried to reset a code caused by a faulty plug on his hybrid battery fan, which is not connected to the hybrid battery.

  
  This car is 19 years old and has experienced typical issues for its age. The vehicle has corrosion in different areas of the electronics that need to be addressed, just like the engine has many years and miles on it. His car shows significant rust from years of water exposure. This is not unusual, but it needs to be addressed to prevent premature damage to the hybrid battery. Water can damage other components of a car as well.

  
  We offered to send the technician back to inspect the battery again.However, we also explained that if we found other issues unrelated to the hybrid battery, there would be a $350.00 trip fee. He stated that he would not pay anything and that we needed to fix the issues. Despite this, we sent the technician back at no charge. The technician found a corroded cooling fan plug and took pictures to provide proof of additional issues with the vehicle.Despite the fact that the issues was not related to the hybrid battery, the fee was waived as a goodwill courtesy.

  
  We advised him that he has 14 days to fix the other issues to avoid problems with the hybrid battery. The damaged hybrid battery fan plug will not allow the fan to cool down the newly installed hybrid battery properly. We informed him that the warranty would be placed on hold until that part of the car is fixed.

  
  We cannot warranty a hybrid battery that is not being cooled properly due to a faulty fan. In conclusion, we did not charge the customer for the second visit, which would typically incur a fee paid in advance. Upon inspection, we confirmed that the hybrid battery was not the issue, but rather an external problem with the car, which is 19 years old. All calls were recorded and the technician documented the issue with photographs.

  
  All of our batteries go through a thorough remanufacturing process that involves a 40-step process, including module reconditioning and testing on the industry-leading NuVant EVC-30 and EVD-40 power testers. Our quality team has reviewed the files and found no issues with the battery or the modules: all passed inspection. However, the battery is only one part of the battery system.Sometimes, on older vehicles, other parts of the battery system need to be replaced or repaired.

  
  We are clear in our warranty terms that if other issues are found with the battery system that are not related to the hybrid battery, they must be resolved in 14 days to validate the warranty on the hybrid battery. Where it states, What conditions terminate or nullify my warranty? Two of the items are: Alteration of the hybrid battery of any kind... And Any fault codes given to the customer by our technician at the time of the original reconditioned battery installation which indicates an issue or part that, *** or *** not be related to the HYBRID BATTERY itself, but that have been known to damage the hybrid battery. These fault codes and the corresponding parts/issues MUST be fixed or replaced within 14 days of the initial battery installation to qualify for a warranty replacement hybrid battery.
  
  Helpful blog articles:
  
  Why we need codes: ***************************************************************************************************
  
  Effects of water damage: ***************************************************************************************************
  
  Why you should not DYI a hybrid battery: ***********************************************************************************************************************************************
  
  Warranty: ***********************************************************************************
  
  Reviewed:Supervisor, *****
  Approved:CCO, Poynton

  Customer Answer

  Date: 06/01/2024

   Quron Brown  
  ******************; 
  **********, *********** 06040  
  
  June 1st, 2024  
  
  Better Business Bureau 
  *****************************************************************************; 
  **********, ** 30022  
  Phone: ************  
  Fax: ************  
  Email: *************************************** 
  URL: ********************************************************;
  
  Subject: Complaint Against Hybrid Battery 911  
  
  Dear Better Business Bureau, 
  
  I am writing to formally lodge a complaint against Hybrid Battery 911 regarding their inadequate service and their failure to rectify the issues with my vehicle despite my repeated attempts at communication.  
  
  **Detailed Timeline and Actions Taken**  
  
  On May 14th, 2024, I engaged the services of Hybrid Battery 911 to replace the hybrid battery in my 2005 ****** Prius. Despite the considerable sum of $1381.49 paid for the service, my vehicle persisted in displaying the same diagnostic error, indicating that the hybrid battery still required replacement. In response, I promptly contacted Hybrid Battery 911, and ****, their technician, returned on May 15th, 2024, for a follow-up visit.  
  
  **New Information: Technicians Admission and Observations**  
  During the subsequent visit, **** admitted to a critical oversight in the initial installation of the hybrid battery. He identified a crack in the battery case, which obstructed the proper functioning of the interlock safety key. This acknowledgment led to the correction of the installation error to ensure the appropriate functioning of the hybrid battery.  
  
  **Proof of No Tampering** 
  I categorically refute any suggestion of tampering with the hybrid battery or the interlock safety key. It was after ****'s departure that I discovered the crack in the hybrid battery case and noticed the obstruction of the interlocking key. I promptly took a picture to document these findings, which I have enclosed for your reference. 
  
  **Interaction with Manager *********  
  My interactions with Manager ******* on May 14th were regrettably marked by his unprofessional demeanor. Despite my legitimate concerns regarding the ongoing issues with my vehicle, he exhibited hostility and attempted to impose additional charges unjustly. Notably, he ended up not charging me for ****'s return only when he seemed to realize that my mother, ***************************, was on the call because she had helped pay $200 of the expenses for repair.  
  
  **Delayed Receipt of Warranty Details**  
  I received the 1-year warranty details after payment, when **** had finished installing on May 14th, 2024. However, the warranty and service terms were not provided to me until after ****'s second service attempt on May 15th, 2024. It was on the 16th of May that I received these crucial warranty and service terms, significantly compromising my ability to avail of the warranty terms.  
  
  **Technicians Findings on Second Visit**  
  ****'s findings during the second visit revealed a faulty hybrid battery fan, attributed to corrosion on the fan plug. This discovery, made subsequent to rectifying the installation error, underscores the importance of a thorough diagnosis prior to installation. Despite this, Hybrid Battery 911 refused to replace the hybrid battery as directed by their manager, *******.  
  
  **Lack of Response and Communication**  
  Despite my persistent attempts to engage with Hybrid Battery 911 via phone calls, their responsiveness dwindled, and they resorted solely to text messages and emails, often providing inadequate and infrequent responses.  
  
  **Conclusion**  
  The unresolved issues with my vehicle, compounded by Hybrid Battery 911's lack of accountability and ineffective communication, have led to considerable inconvenience and frustration on my part.  
  
  In light of the foregoing, I am seeking a full refund for the initial repair cost or the successful replacement of the hybrid battery, in accordance with the terms outlined in their warranty agreement.  
  
  Thank you for your attention to this matter. I trust in your assistance in resolving this issue promptly. 
  
  Sincerely,  
  
  Quron Brown  
  
  **Attachments:**  
  
  1. Diagnostic Trouble Codes: Screenshots or printouts showing the trouble codes before and after the initial battery replacement.  
  2. Photographs: Images of the hybrid battery and interlock safety key, highlighting the condition and improperly installed lever.  
  3. Communication Records: Emails, texts, and call logs showing your interactions with Hybrid Battery 911.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.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21736915
  
  I am rejecting this response because: As you are aware, I submitted my claim on [date] regarding the issues I have experienced with your company's service/product. Despite multiple attempts to resolve this matter amicably, I have yet to receive a satisfactory response or resolution from your team. The last correspondence I received from your company was submitted on June 1, 2024, to which I promptly responded. However, this issue remains unresolved.

  I would like to remind you that I am fully aware of my rights as a consumer under applicable laws and regulations. The prolonged delay and lack of communication from Hybrid Battery 911 are not only disappointing but also constitute a serious breach of consumer trust and responsibility.

  I expect a prompt update on the status of my claim and a clear outline of the steps Hybrid Battery 911 intends to take to address and rectify this situation. Failure to do so will leave me with no option but to explore further actions to protect my rights and interests.

  Thank you for your immediate attention to this matter. I look forward to your prompt response.

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

  

  Business Response

  Date: 06/25/2024

  We have provided a through response and have attempted to work with *****. The last known correspondence was sent by text to *****, whom never responded to HB911. There has been no information exchanged with Quron since May 29, 2024.There is absolutely no response from Quron from June 1st, 2024, which has been ignored. The last point of contact was his requesting an extension for the repairs for the codes P0A0D and P0A84 which he stated were around $250 and which he could not afford at this time. HB911 has done everything in their power to educate and help Quron, but it is not HB911s responsibility to extend deadlines which will negatively impact and prematurely fail hybrid batteries. ***** has not done his due diligence by having the non-hybrid battery related repairs taken care of in a timely manner, which has most definitely caused the battery in his vehicle to prematurely fail due to improper cooling. We consider this matter closed.

  Customer Answer

  Date: 07/04/2024

   
  Complaint: 21736915
  
  I am rejecting this response because:

  Certainly! Here's the revised claim focusing on the core issue and omitting mention of vehicle condition and additional issues:
  
  ---
  
  *************************  
  90 ******* St  
  **********, *********** *****  
  
  **July 4th, 2024**  
  
  **Better Business Bureau**  
  *****************************************************************  
  ********************  
  Phone: ************  
  Fax: ************  
  Email: ***************************************  
  URL: [*********************************************](*********************************************)  
  
  **Subject: Follow-Up on Complaint Against Hybrid Battery 911 (Complaint ID: ***********
  
  Dear Better Business Bureau,
  
  I am writing to provide further information and clarification regarding my ongoing dispute with Hybrid Battery 911 concerning the replacement of the hybrid battery in my 2005 ****** Prius. I appreciate your attention to this matter and would like to address the claims made by Hybrid Battery 911 in their response.
  
  ### Detailed Timeline and Actions Taken
  
  **May 14, 2024:**  
  I engaged the services of Hybrid Battery 911 to replace the hybrid battery in my Prius, paying $1381.49. Despite the replacement, my vehicle continued to display the same diagnostic trouble codes, indicating that the hybrid battery still required replacement.
  
  **May 15, 2024:**  
  After reporting the issue, ****, a technician from Hybrid Battery 911, returned for a follow-up visit. During this visit, **** acknowledged that the battery was improperly installed initially, with a crack in the battery case affecting the interlock safety key's functionality. He corrected the installation error to ensure the battery was positioned correctly.
  
  Despite identifying these issues, **** informed me that he was instructed by his manager, *******, not to proceed with replacing the battery as initially agreed upon.
  
  ### Addressing Hybrid Battery 911s Claims
  
  **Tampering Allegations:**
  I categorically refute any suggestion that I tampered with the hybrid battery or the interlock safety key. The issues observed were present after ****'s initial installation, as documented by photographs I took immediately after discovering the crack and obstruction. These photographs are enclosed for your reference.
  
  **Warranty Details:**
  I only received the 1-year warranty details after the second service attempt. This significant delay compromised my ability to avail of the warranty terms in a timely manner. According to the warranty, the technician should have diagnosed and identified all potential issues before proceeding with the installation, which was not followed.
  
  ### Manager Interaction and Communication Issues
  
  **Interaction with Manager *******:**
  My interactions with Manager ******* were marked by hostility and unprofessionalism. He attempted to impose additional charges unjustly and only waived the fee when he realized my mother was on the call, having helped pay $200 of the repair costs.
  
  **Lack of Communication:**
  Despite my persistent attempts to engage with Hybrid Battery 911, they stopped answering my phone calls and resorted solely to text messages, often providing inadequate and infrequent responses. This lack of effective communication further exacerbated my frustration.
  
  ### Continued Response and Rejection of Hybrid Battery 911s Closure
  
  **July 4, 2024:**  
  I am rejecting this response because:
  
  As you are aware, I submitted my claim on May 20th regarding the issues I have experienced with your company's service/product. Despite multiple attempts to resolve this matter amicably, I have yet to receive a satisfactory response or resolution from your team. The last correspondence I received from your company was submitted on June 1, 2024, to which I promptly responded. However, this issue remains unresolved.
  
  I would like to remind you that I am fully aware of my rights as a consumer under applicable laws and regulations. The prolonged delay and lack of communication from Hybrid Battery 911 are not only disappointing but also constitute a serious breach of consumer trust and responsibility.
  
  I expect a prompt update on the status of my claim and a clear outline of the steps Hybrid Battery 911 intends to take to address and rectify this situation. Failure to do so will leave me with no option but to explore further actions to protect my rights and interests.
  
  Thank you for your immediate attention to this matter. I look forward to your prompt response.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/19/2024

  May 14, 2024 
  Quron had NO codes upon the arrival of our technician. Due to Quron stating he had a printed diagnostic showing hybrid battery codes, he wanted to move forward with changing out the battery.
  
  May 15, 2024
  ******* the lead technician spoke with *****, on a call which has been transcribed and will be attached at the end of this email. ***** stated he was able to drive the vehicle, but that the triangle light came on. When ******* our lead technician told ***** he would be responsible for a fee if we dispatched our technician and found that it was not the hybrid battery, ***** simply laughed and said, let me know when the technician is on his way. ***** did not want to accept any responsibility to procure codes, and stated there were no codes on the original install because his 12 volt was replaced and the entire system reset. 
  
  Quron was extremely rude, and spoke over our lead technician and did not want to listen to ******** explanation as to why there would be a fee in place if we find that there are non-hybrid battery related issues active on the vehicle. He spoke over ******* multiple times and did not allow him to speak in anyway.Even when ******* was warning ***** not to touch the interlock relay, due to high electricity, ***** told ******* he is not allowed to tell him what to do with his vehicle. ***** was extremely volatile, and refused to listen to ******** explanation as to why there would be a charge if we find non-hybrid battery related issues active on the vehicle. **** the technician NEVER acknowledged the battery was improperly installed, as there was nothing wrong with the battery. The crack which Quron references was acknowledged by ******* on the phone call had May 15, 2024 at 8:22am, before **** was dispatched for the second time. ******* told Quron that the piece he was stating was cracked always looks like that. We could go into our warehouse and show you thousands of these pieces looking cracked. Due to the placement of metal at the interlock key, the metal must be easily malleable for mechanics to be able to easily access this area without electrocuting themselves. Quron is simply trying to make something which is completely natural to the hybrid battery world, seem to be defective when it is NOT.
  
  **** did not correct anything in regards to the hybrid battery on May 15, 2024 as there was nothing to be fixed. However, there were inverter codes found which were P0A0D and P0A84. These codes point to an entirely different system malfunctioning, either in the engine or correlated with the fan which leads into the hybrid battery, and are NOT covered under a hybrid battery warranty.Due to these codes, we did not change out the hybrid battery because the fault was NOT with the hybrid battery. ***** was also not charged for the dispatching and diagnosing of the HB911 technician, even though we were erroneously called out for non-hybrid battery related issues which would normally incur a non-refundable fee. 
  
  ***Tampering allegations**
  
  Quron stated May 15, 2024 on the phone call with ******* that the HB911 technician improperly installed the hybrid battery as "he could not pull the tab down on the hybrid battery. The tab he is referencing is the interlock relay, which is the power key attached to the hybrid battery. If ***** is refuting any suggestion that he tampered with the battery, he is refuting his own statement made on a recorded line.
  
  ***Warranty Details***
  
  Quron was sent the 1-year warranty letterhead Tuesday May 14, 2024 at 5:10pm and we have a system activity monitor that we can screenshot to prove this. Only after a hybrid battery is replaced do we dispatch warranty documentation, as warranty documentation is contingent upon a battery being purchased. 
  
  **Interaction with Manager *********
  
  ******* was not hostile nor unprofessional. Again, we have all phone calls recorded and we also have transcription of the call. You will hear/see ***** laughing and speaking over *******, not allowing him to clarify why there could potentially be a diagnostic fee, as the result of non-hybrid battery issues being active on the vehicle. This charge is publicly posted on our website, in our warranty terms, and is placed on all invoices. The following verbiage applies, All scheduled appointments where a technician is dispatched to a customers location insures a non-refundable service fee not to exceed $499. This service fee covers the cost of our technicians time and labor and is due whether or not a hybrid battery is purchased and installed. Our warranty terms also reference this fee stating, There is a $399 mandatory deposit on all warranty claims that cannot or do not provide current or confirmed codes. This deposit will be refunded to the customer if the ********************************************* is replaced due to defect or fault. Should an HB911 technician be dispatched to a customers warranty claim call and no ********************************************* fault code(s) can be obtained while on site to do the battery replacement service, the customer will be charged a non-refundable $399 service call fee, even if the hybrid battery is not replaced at the time of service. HB911 reserves the right to schedule or not schedule warranty claim work when no hybrid battery fault codes are given.Please have your car scanned in advance of scheduling this valuable appointment,so that we can service your vehicle. ******* did not waive the fee after realizing the mother was on the call, he only waived the fee because ***** refused to allow him to speak, and every time ******* would try to explain why there could be a fee ***** made sure to speak over him. Finally ******* conceded simply due to the inability to speak over *****. 
  
  ***Lack of communication**
  Due to Qurons dishonesty and complete lack of responsibility, we felt that putting everything into writing was the safest way to protect the company, since it seemed Quron wanted to threaten and harass our employees by phone. 
  
  Again,we are not at fault for ***** having a failing inverter/cooling fan. If he did not have repairs done within the 14 day disclaimer window, he is entirely outside of our coverage. Nor are we responsible to repair a now prematurely failed hybrid battery due to inactivity and malfunctioning in the cooling system/inverter. Per Qurons warranty terms, a vehicle must be properly maintained and driven at least ***** miles a year in order to avoid any fees or invalidation of warranty coverage. We are not fiscally responsible for Qurons 19 year old vehicles cooling system malfunctioning. If the fan were not fixed, and the vehicle had been consistently driven in this hot summer with the issue still active, the hybrid battery has most definitely failed due to a lack of attention given to the issues found May 15, 2024.

  ***The full audio recording will be uploaded when available.
  

• Initial Complaint

  Date:11/20/2023

  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 spoke with company rep on Saturday 11/18/23 and he was very informative. Said there will be a tech in the area this coming Tuesday 11/21/23. I said I'll think about it over the weekend. Monday morning 11/20/23 @ 8:05 AM I received a text stating "******, please let me know when you are free for a call. ***** HB911"On Monday @ 4:42 PM I responded "I'm free now"At 4:46 PM I received a call from rep ******* I told him that I'd like to have my hybrid battery replaced. He told me there would be a $250 travel fee that would be added to the cost. I asked why? He told me because I'm in ***********. He said he'll check with his boss to see if there was anything they could do about charge so he would call me back.While waiting I re-visited the website. The website clearly states and displays that *********** is a service location.(no additional cost)He called back @ 4:58 PM and confirmed there will be an additional charge or $250 due to location being ***********. I challenged that by stating that it clearly states on website that *********** along with many other surrounding states are a standard service area. He said yes but they lost there tech for the area therefore would have to apply additional charge. Seems like a misrepresentation.

  

  Business Response

  Date: 11/20/2023

  Hi ******, thank you for bringing forth your concern.  As **** stated, we just recently lost ************** in your service area and would be sending a technician from over 6 hours drive each way, thus, the service fee to help offset the fuel/travel costs.  Unfortunately, there are a lot of expenses being a mobile company.  We can waive this fee for you if you are willing to wait until we hire the new tech (we have actively been looking to hire the replacement) or if we get another job in your area where it makes it fiscally responsible for us to be able to service you at the same time.  Again, so sorry for the travel fee for now and it will be removed when we find our replacement in your area.

• Initial Complaint

  Date:04/28/2023

  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.

  On November 9 I had them replace the battery in my 2007 Prius. The cost for this was $1299. The technician did his job quickly and all seemed well.After barely three months, by early February the battery had failed and my dashboard was lit up like a Christmas tree. My life was busy and intense and I did not get this problem reported to them until March 27. I have an OBD II scanner and use both Torque Lite and Dr. ****** Readings from my scanner which I sent, clearly showed hybrid battery errors and Dr. ***** clearly showed one blade of the battery to be failing. I was told that they do not accept any readings from Dr. ***** app. I have no reason to believe this information was incorrect.They then said that I hadnt driven enough miles to meet the requirements of their warranty and that I would have to pay $699 to get a replacement. I was aware of the warranty requirement but assumed it would be based on my average driving per year which should have been sufficient. I live in a somewhat mountainous area and the Prius is not a great car on hills in slippery winter weather. But my comments about this fell on deaf ears. The Prius was driven every week and days it was driven would be at least 50 miles. This should be more than enough to keep a good battery in working condition.I complained and was eventually contacted by the owner of the company who offered my a $200 discount to $499 but stated that they would not continue my warranty as they were sure my driving mileage would never meet their requirements. There was no reason for a good battery to fail after such a short time. They sold me a faulty battery that was clearly not 100% revitalized and are using the mileage as an excuse. And their claims for lifetime coverage are clearly false as they have refused to continue my warranty. And to get the lifetime coverage you need to pay $20 every month.

  

  Business Response

  Date: 05/01/2023

  This complaint has absolutely no validity as ************** signed that he agreed to our warranty terms of payment required for low mileage (please see picture showing the "activation page" showing agreement to all terms and conditions once payment is received).  He not only signed our warranty but he even acknowledges he was aware of the warranty requirement in his complaint. He also waited (his words in his complaint) almost 2 months to contact us (early Feb to March 27th) and let us know he was having an issue. ***** had reached out to us February 6th to further extend warranty coverage, so if he was having issues in early February why would he not have mentioned this when trying to extend coverage? We do not know if the vehicle was driven during this (2) month period, but any sitting time over ******************************************************************************************************* the warranty terms. He also signed a disclaimer on 11/9/22 that he would take care of a C1300 code (not hybrid battery related) and provide receipts of such repair. Receipts were requested and never sent to us, and a 90 day hold was put onto his account due to lack of information being turned in. If he had issues in February, per his own statement, this would have fallen under the original 90 day hold which was on the account. 
  ***** explicitly stated that he is "very good" at posting bad reviews, but going above and beyond in our customer satisfaction attempt, we offered him a $200 discount off his low mileage fee (which we legally did not have to do). In fact, when he expressed this was not enough, I even left him another text asking him what amount he thought was fair (see screen shots of the text messages) and he never took the time to even respond. His annual mileage reflects ***** miles. *** national average is ****** and we only require half of the national average in our warranty terms to avoid a low mileage deductible. This is clearly someone trying to get something for free with absolutely no acknowledgement of responsibility for not following the terms of a warranty he clearly read and signed, and admitted to understanding on multiple phone calls. This vehicle has a history of sitting (please refer to the original text messages with *****), and has a history of improper maintenance (never had the C1300 issue resolved), which is why we offered a discount with the understanding that we would not further warranty coverage. We go above and beyond trying to educate our customers, but if they do not choose to believe us and ignore our disclaimers and warranty terminology, as is their right, they cannot be surprised when we stand firm on company policies. 

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19995714
  
  I am rejecting this response because:

   

  First, they claim to "100% revitalize" the batteries they provide. If the battery I received was fully revitalized, it should not have failed after only a few months. There are many sites on the internet that support my position on this. I was aware of the warranty, but the 3 months of winter driving are not representative of my normal driving habits as a Prius is not good on slippery, hilly roads. I had every expectation that a battery would last at least a year and my driving over a year would have more than met their warranty requirements. I drove the car at least a couple days every week at about 50 miles each day. I couldn't drive the car in Feb and Mar because the battery had failed. The failure occurred right after the warranty renewal mentioned on Feb 6 and I did not have time to deal with them due to personal circumstances.

  On more than one occasion I suggested to them that I could have met their warranty mileage requirements by taking one long trip and then parking the car which would in fact have been bad for the battery. They chose not to respond in any manner to this idea and I bet they would not have honored the warranty under those circumstances. They also explicitly told me that they would not allow me to continue warranty coverage under any circumstances even though their warranty is supposedly "lifetime" so long as you keep paying their monthly fee.

  They sold me a faulty product. I can't prove it but the battery should not have failed after a few months under the conditions that I operated if it was actually "100% revitalized".

  As far as the error code during the initial installation, they did not require me to send them repair receipts. They explicitly said that this error code could clear once the battery was installed and the car was driven. This was in fact the case I sent them error code reports from my mechanic that showed the error had cleared. They allowed me to pay them for two months of warranty coverage after they received that information by text and explicitly told me that they accepted that and that they would therefore give me warranty coverage.

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

  

  Business Response

  Date: 05/01/2023

  As stated, someone trying to get something for free and taking NO RESPONSIBILITY for his lack of driving the vehicle and the contract that HE SIGNED.  Also, the disclaimer HE SIGNED states he would have to provide us receipts of the repair of the non hybrid code.  One can find anything one wants to online to support their theory but it comes down to the company you had a written contract with that prevails.  In a court of law, what is written and signed is what stands, not what someone "assumes".    

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19995714
  
  I am rejecting this response because:

   

  They sold me a bad product and they are not taking responsibility for that.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/24/2022

  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.

  My hybrid a ****** Prius battery failed after a year, I called Hybrid Battery 911 about it, and they told me to fill out a warranty claim which I did. I sent them everything needed. I even went to Auto Zone when my battery was hissing this awful sound. Auto Zone told me it was the battery, and it had the codes and every thing. Hybrid sluggishly, installed another battery but with the enormous amount of 699. So I had to think quick of where I was going to get the money, so I went to the same place I got the first amount. A new loan, again after two months, this battery wasn't good either. I written another warranty claim and now they are saying I have to pay another amount of 699, So if I get another battery and this dies will I have to give another 699? The well over here is drying up. I feel a scam but I hate to admit to it. Not everyone is a walking ATM. Mind you I still pay 20 a month for my warranty. P.S. I took my hybrid this time to ********* and they said the battery that they recently installed showed up 496 times out of smaller insignificant things. I need help here.

  

  Business Response

  Date: 11/28/2022

  The $699 fee which the customer is referring to is a low mileage fee. A low mileage fee is only applicable in those situations in which a customer is at fault for premature failure of their hybrid battery due to inactivity/extremely low mileage. All customers must agree to HB911s term and agreements before they ever sign up and pay for warranty coverage. The warranty terms are no less applicable to ***** whether the hybrid battery lasted two months or two years. We do not guarantee which is why we warranty. The low mileage fee allows customers, who would not normally be approved for our warranty program, to still remain partially covered. It is the customers responsibility to put on the adequate amount of mileage if they should like to avoid a low mileage fee. It is not HB911s responsibility to change out batteries which have prematurely failed due to improper maintenance. All customers are warned, once they pay a low mileage fee, that they need to increase their mileage. We also suggest selling the vehicle or upgrading to newer modules (which can withstand much more stress than the older base model modules) if a mileage increase *** not be possible. *****, unfortunately, did not increase their vehicles mileage. We at HB911 know that the only time these hybrid batteries are receiving a charge is when the wheels are turning, and revitalized hybrid batteries must be charged hundreds of miles per month to guarantee a longer life. Even so, our warranty program only mandates customers drive HALF of the national average of ******. If ***** found our low mileage warranty deductible to be outlandish then they had every right to cancel paying on the warranty as we do NOT force customers into a contract and they are able to cancel whenever they no longer feel the program is helpful or necessary. We understand how expensive the low mileage deductible can ve which is why we clearly state how to avoid it. We take a financial loss sending out technicians and changing out hybrid batteries which prematurely failed due to low mileage but we still offer this as a meet in the middle financial loss with all customers. This way, no customer is ever denied coverage, and HB911 is still able to continue covering customers fiscally. We are understanding of Lavels experience but if they had increased their mileage they would not be having this unfortunate ************ again. 
  

• Initial Complaint

  Date:10/14/2022

  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.

  Long story short , they replaced a hybrid drive battery in my car with another one that was also dead, and then instead of fixing the problem , and because i wasnt able to be there , they placed another hybrid drive battery in that was also dead. Have the battery codes that shows it was dead only a few weeks after they placed it in the car. Under warranty the battery was still 700 and some odd dollars to repair it , took me several weeks just to go thru all the applications and processes they needed. Right down to the mileage. I supposedly had been paying a lifetime warranty that it was to be replaced of UT was dead. Well they never checked back with me or nothing to see if the car was fixed. They said I most likely ran the car out of gas.

  

  Business Response

  Date: 10/19/2022

  ******* was corresponding with our lead technician who was overseeing his case. ******* reached out while our lead technician was out of town so HB911 representatives began the warranty claim process not knowing that a battery was never installed into *******'s vehicle due to a dead 12 volt. A large miscommunication arose due to the fact that ******* was corresponding with the lead technician and not the claim department which resulted in *******'s post against our company. Once our lead technician returned to town he was able to clear up the mishap and warranty coverage was honored October 19, 2022. Hopefully we were able to take care of this complaint for ******* and his son's vehicle. 

• Initial Complaint

  Date:08/25/2022

  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.

  Weve had our battery replaced by them once. Lasted about a year, and now this one has lasted 6 months. I have all the paperwork documentation. We have a warranty, but they still charge $800 each time. They are obviously not fixing it the way its supposed to be done because it should last more than that. The technician just came to hour house, and he demanded a payment upfront before he would work on the car. I told him my husband would be home in 45 minutes to pay him. He said since I wouldnt prepay, he wouldnt work on the car and left. No where does it say to prepay for services, and I felt I was being scammed because the service we have had has been so terrible. I wanted the job finished before I would pay.

  

  Business Response

  Date: 09/05/2022

  Customer purchased a pro-rated warranty August 1, 2019 and worked out a deal with the owner. The normal pro-rated warranty worked with the first year being covered 100%, the second year the customer only pays 25%, the 3rd year 50%, and years 4-8 they were responsible for 75% of the invoice price. ***** worked out where years 4-8 he was only responsible for 50% of the entire invoice. Customer contacted us in January 2022 having issues with their vehicle. We sent them for codes and once confirmed set them up on the calendar February 1st, 2022. They were in year 3 of proration, so they owed us 50% credit off the original sales price of $1599 (what he paid for the battery 8.1.19). On a phone recording January 31, 2022 at 12:30pm we have ***** reaching out to verify his scheduled appointment. We confirmed his appointment and after the total of the invoice was spoken about ***** was offered the Lifetime Warranty. As a company we have worked to get rid of all pro-rated warranties due to how old and "outdated" the terms are. In response to the lifetime offer ***** said, and I quote, "No, no, cause if this thing goes again it is gone." Now the pro-rated warranty states that your term reverts to the original date of purchase, so if the battery were to go bad in two ********************* would be out this 50% credit all over again. As a company we understand that this could be very expensive for customers which is why we worked hard on introducing a new warranty plan to offer to ALL customers. Fast forward to August 22, 2022, ***** reaches out having issues and starts off already extremely rude, stating "how are you all going to make this right, your battery only lasted 6 months. After multiple conversations by phone and text, ***** became irate enough that a manager was called in to speak with him. She fully explained how we cannot guarantee, which is why we warranty, and yes we understand how ridiculous it is to expect someone to pay $800 every six months for a battery which is why we have gotten away from the pro-ration. ***** was also denying ever having been offered the lifetime warranty and finally the manager stated she would send him the recording for him to verify himself. She also asked that if ********************* the recording, would he then accept that he did not want the lifetime warranty and whether or not the battery lasted six months or three years, he made the decision not to change over warranty coverage. ***** then changed his wording saying that it did not matter what was on the recording, as it was NOT him and he does not need to hear the recording because it does not matter. And I quote, either you all are going to come out and take care of this, or I will post on every social outlet you all have and I will make sure to go post anywhere and everything negatively against you all. The owner himself got onto the phone with ***** and even after he blatantly asked him to respond to the recording, ***** again stated that either we would get his $800 and bad reviews, or we could replace this battery for him for free and get a good review. 
  
  
  The owner got involved and was requesting a compromise of $399 and we will change it out, ***** stated $300 and he would do it.  The owner said let me think it over and contacted him back the same day saying we would even go above and beyond what ***** was good with and only charge a $199 technician fee which ***** was super pleased with.  We set the appointment and when the technician was at the car getting ready to start the "free install" he asked them to pre pay the travel fee, to which ****** wife (********) went off on our technician with vulgar language (tech recorded video on his phone) blasting him and our company as "you work for a piece of **** company" multiple times. She slammed the door in his face so he called his manager and while he was on the phone with the home office she comes back out on speaker phone with her husband. He could hear her demeaning and cussing about our company and ********************* state that he was on his way there and he (our tech) had better be working on the vehicle when he arrived (***** by his own words is 6'5" and 250lbs). This being said on the phone made our technician nervous enough that he no longer felt safe, and felt that the customers husband was coming to intimidate or physically harm him. Our technician requested that he be able to leave since he no longer felt safe, and at the end of the day we will never put our technicians in a situation that has the elevated risk of violence.
  
  
  Even after all of this, trying to go above and beyond as a company, we set another appointment for our tech (at our additional expense) to come out again with the one condition that this couple not be home and just leave the key fob in the car so our tech would feel safe.  We had it set for the following day and before the next day even arrived, ******** put a derogatory post on FB (have the screen shot) before she erased it and ***** was stating how he should "demand an apology from our tech to his wife", and that "she did not post anything on **********  At that point, we realized there is no longer an option to help this couple get their battery changed out which was $800 due us and we were only looking for the $199 to cover our mobile techs expenses of driving multiple hours each way. Unfortunately, once they escalated this situation with verbal abuse and lies, instead of just paying the $199 travel fee, we had to part company with this customer.

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17768336
  
  I am rejecting this response because:

  The technician arrived at our house earlier than the arranged time.  However, since I was there, I gave him the key fob, and things were initially pleasant. He took a picture of my dog because he said his girlfriend had one like it, and I was looking forward to having the car battery fixed. Then, he told me that he would need payment before he could work on the car.  I told him I didnt have our business credit card so Id have to call my husband, but that I didnt think it was right to pay before the service was performed.  We have not had a good experience with this company to this point so I wanted to be sure the work was done, and they didnt just walk away. The technician then proceeded to speak to me in a demeaning manner telling me that my husband wouldnt listen to him and buy additional warranty items. He continued speaking about my husband until I did say you keep pushing different warranties if you sell **** products for a **** company.  I never stepped off my door step, never made any aggress movements towards him, and never made any verbal threats.  I spoke only about the company and their products, and I told him he should look to work for a better company. I told him if he sees customers who are upset its because of their products failing and a battery should last more than 6 months. This was going to be the third battery from them since 2019. I never slammed the door in his face because he was never closer than *************** and my front door doesnt slam.
  My husband was on speaker phone and told the technician that he was going to call the owner.  The owner confirmed that we should not have to pay upfront. My husband said he was on his way home so he could pay the technician when he finished the job.
  The technician went around the corner to the driveway and came back a few minutes later. He handed me the key fob and said he was leaving.
  My husband called the owner to find out why he had left, and the owner told him that he felt threatened by me. My husband said to the owner,shes 55, a professional, and working on her PhD. ** she got upset with the guy, its because he was demeaning to her. She is not intimidating. Im the one that looks scary at 65 and 250 pounds. He never made any threats but was only pointing out that the technician was rude and condescending, which was all prior to any video he may have taken.
  Saying that a company is bad does not negate the warrantee.We have not had a good experience with them, and we would not recommend them.  Again, that does not negate the warrantee.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/08/2022

  Our technician is 54 himself and was never fearful of ****** wife. He felt her cussing, anger, and disrespect towards our company coupled with ****** own comment over the phone about how our technician had better be working on the vehicle once he shows up would create a dangerous situation. It is not in the power of any company to put an employee in a situation where he no longer feels safe. It is unfortunate that ************ felt the need to unload her vulgarities to the only technician in this region, ultimately setting a scenario where we needed to just peacefully part ways. ***** threatened to harass our company by posting negatively on all social media outlets against us, he lied and denied ever having been offered the lifetime warranty (which we have on a recorded call), and then he lied about his wife posting derogatory statements against us on FB before we ever came out to work on their vehicle (they have since been deleted, but we do have the screen shot). As a company, we did not feel that this situation would result in anything but possible harm to our employee.
  
  Why would they believe our company would pay a technician to drive 7 hours round trip to only turn around and steal $199 from them, not finishing the job? The $199 was due for our technicians' travel expenses, not the battery change out as we were giving that to them for FREE!  Our company is ethically driven, and we would never steal nor lie. The Neals were given a greatly reduced discount on what their warranty stated they owed us and we sent a technician on a long drive to install a hybrid battery into their vehicle. The only thing that changed was the interaction our technician had with **********;and his wife.
  
  "The Employment Rights Act says that it will be unlawful to subject an employee to a detriment, or to dismiss them, for refusing to work in circumstances where they reasonably believe they are facing a serious and imminent danger or where they take appropriate steps to protect themselves or others. We must prevent all risks that could possibly be faced by any employee under our care, and if the Neals created an environment that our technician no longer feels safe in our hands are tied. Even after ***** had spoken negatively against HB911 and threatened to post comments against our company, we were still going to honor their warranty at only the $199, not the $800 that was due us. The only reason this warranty is no longer applicable is because the safety of our technician is our top priority and he does not feel comfortable or safe returning after the verbal encounter displayed by Mr. and ************** We truly wanted to help here but we ultimately had to put our technicians safety as our top priority.

• Initial Complaint

  Date:07/25/2022

  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 a 'revitalized hybrid battery' from this company for my 2007 ****** Camry Hybrid. Before the 90 days were up (they offer a free 90-day warranty so they say!) I notified the company that the battery lights were coming AGAIN saying the hybrid battery was bad. NO OTHER CODES APPEAR EXCEPT BAD BATTERY LIGHTS. They required that I take my car somewhere to run codes and send them the codes to they could see that no other lights were coming on except those that indicated a bad battery. I did everything they asked. A technician came out to replace the battery again however because another light came on AFTER THE 2nd BATTERY WAS INSTALLED, they claim there is an issue with my car and therefore charged me $350 for the 2nd revitalized battery (even though it should be under the 90-day warranty for a free battery). This 2nd revitalized battery ALSO went bad in 3 weeks. NOW, they will not honor to replace this second battery even though I IMMEDIATELY took my car to two expert hybrid specialists (right after this 2nd battery was replaced) to have my car looked over for ANY underlying issue and both of these expert mechanics have claimed that the batteries this company is installing in my car are bad. They are telling me that a GOOD revitalized battery would not go bad this fast. So, I've had 2 expert hybrid battery specialists tell me that the problem with my car is the hybrid battery and that the light that came on when the 2nd battery was replaced was due to the fact that the battery they just installed was bad and was therefore giving off a code. They explained that when the battery is bad, it will give off codes of other electrical problems but the real underlying issue really is the hybrid battery. So, this company will install bad batteries in your car and then blame it on your car for their batteries going bad! I spent roughly ~$1,550 with this company for a battery and the end result is that I still have a bad battery. Don't use this company!!!

  

  Business Response

  Date: 07/26/2022

  Customer contacted us May 30th, 2022 which was only (2) days before their "free 90 day warranty" would have expired. Even though they never activated their warranty we told them we would honor coverage and asked them to go get codes, just like every warranty claim must. The customer argued vehemently against getting codes from the two companies we suggest who scan your vehicle for FREE saying that they did not "trust" the scanners at these locations. We have thousands of customers who use them daily, but the ********* did not believe these scanners would suffice. After much back and forth about the "integrity" of these companies' abilities to scan for codes they finally send us codes June 13, 2022, but they are STORED and PERMANENT. Codes show in this status ONLY when someone has been clearing or resetting codes. The ********* of course acted as if they knew nothing about resetting codes, and were accusing us of trying to get out of changing the hybrid battery. Why did it take over two weeks for these customers to get us codes? And why after two weeks of not being able to get us codes, do they finally turn in codes which have been recently cleared? Our logistics manager believed that the ********* were trying to hide something; firstly because our batteries do not normally fail in under 3 months and secondly because they were so against sending us pictures of codes. If someone has nothing to hide, it should be no issue to follow protocol and turn in scans of codes which should refer to the hybrid battery. After much back and forth about the status of the codes, and the ********* absolute refusal to get us another scan, we had to get a prepaid service fee from them in order to schedule a technician's diagnosis of their vehicle. The only way someone pays a service fee is if they cannot get us codes to confirm if the hybrid battery has failed, and the ********* were adamantly against getting us another scan. A technician is sent out and not only is he able to scan the vehicle and get current and confirmed codes, he also finds non-hybrid codes having to do with the hydraulic system. This, of course, is not acceptable as Hybrid Battery 911 has learned the hard way that major non-hybrid issues must get taken care of FIRST, before installing a hybrid battery, to avoid extended sitting time which could lead to premature failure of a hybrid battery. This is why we have to get codes on the front end, to avoid putting a hybrid battery into a car which is at a high risk of sitting while other major safety issues are taken care of. The ********* were told that this code would HAVE to be taken care of as soon as possible and the car could not sit or else they would prematurely fail ANOTHER hybrid battery. They were also told they have no warranty (since their 90 days is more than expired by now), and that they would only be able to get onto the warranty once they could prove they had these other issues fixed before discharging another hybrid battery down. We installed the second battery into their vehicle June 16, 2022. They contacted us July 18, 2022 wanting to speak with our lead technician. They had JUST taken the vehicle to a shop where the mechanic could not replicate the hydraulic codes but states that the vehicle's hybrid battery has gone bad. Mind you, this vehicle has not been driven for over a month, and our warranty explicitly states that any sitting period which exceeds  (2) weeks nullifies warranty coverage. We have learned that these revitalized batteries cannot sit for extended periods or the battery will flag with a voltage imbalance (P0A80) and the only way to recharge the hybrid battery is by completely disassembling it and revitalizing all over again. The ********* did not listen to anything our lead technician told them, and wanted us to come install ANOTHER hybrid battery so that this mechanic shop could "better diagnose the vehicle". We had already gone out and given the ********* a newly revitalized hybrid battery with the understanding that this is their last one, and they needed to get this vehicle fixed and start driving it as soon as possible to avoid repeating the same situation. They obviously did not listen to anything our technician said and thought that Hybrid Battery 911 would keep replacing batteries for free. It is not our responsibility to keep replacing batteries for customers who do not want to listen when we say, do not let the car sit, get these issues taken care of as soon as possible, you have no warranty until these issues are taken care of. If someone does not believe in our company, our warranty, our procedures, they should not purchase a hybrid battery from us. We are VERY up front about what will fail a hybrid battery out, (moisture, infestation, engine loss of power, inactivity) because we have thousands of batteries to base our information on, but if someone does not believe we know what we are talking about then they should not purchase a hybrid battery from us. We do not want unhappy customers, but we also know that certain situations are NOT healthy for revitalized hybrid batteries and we cannot warranty them. If the ********* did not listen to us when we told them not to let the vehicle sit, did not listen when we said they needed to get this issue taken care of as soon as possible, it is their responsibility to deal with the consequences. Hybrid Battery 911 can only verbalize what to do to avoid nullifying coverage and prematurely failing hybrid batteries, but it is up to the customer if they want to believe us or not.

• Initial Complaint

  Date:06/14/2022

  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.

  I had my battery replaced last December and got a 1 year warranty....a few days ago and only six months in, the battery failed. when i call in for warranty claim - suddenly i am told that they see some unrelated codes that need to be taken care of before they will honor my warranty. These codes, i believe, existed also at the time of the repair and warranty. My question - if these codes are important for battery, why did they not refuse service at the time of repair and then if these were important for warranty claim why did they warranty the product when they knew these codes exist. Why do these codes suddenly become important at the time of warranty claim. BTW, the warranty makes no mention of any of these codes as a condition for claim. They charged me $1199 for battery replacement and another $200 for warranty but now that it is time to hold their end of the bargain....that excellence and integrity they boast of is out of the window. I hope they see some reason in my claim and do the right thing by honoring it without hiding behind small print.

  

  Business Response

  Date: 06/21/2022

  Complaint has been resolved. We have reached out to the customer and we are replacing the ********************************************* free of charge with the understanding that all non-hybrid battery related issues, from the original install, are taken care of in order to stay active for the remaining duration of the paid warranty period (365 days started from December 29, 2021). 

  Customer Answer

  Date: 06/21/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/09/2022

  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.

  On 4/22/22 I got a my battery replaced, and afterwards they tried starting the car and it would not start, I had to go to work while he still worked on the car so I dont know what else they did or if they kept trying the car. I do know before I left, the man doing the installation tried it once or twice. They said other codes came up and to get those fixed and then I could have the warranty, and to fix it immediately or else the battery would die without being driven, and to not try to start the car or it would drain the battery. Within days (4/30/22 to be exact, EIGHT DAYS) we took it to ********** and all the codes came back pointing to the battery. Hybrid 911 instructed we stress to them not to worry about the battery code and fix the others. Sun refused to do anything because all codes pointed to the battery, nothing they did would matter because the car would still not run without a new battery. Included in the files is Suns instructions to go back and see what went wrong with battery installation. I then emailed Hybrid 911 asking for clarification and wondering why the offer to pay ANOTHER service fee to come out and prove their battery was denied. We then took it to another Hybrid specialist (ADC Hybrid **** and by 5/3/22 and they said they could fix the other codes (only a fuel code that was found by Hybrid 911, which was a simple fuel pump replacement) but the car would still not run as 3-4 cells were bad in the battery. I would need a new battery regardless, not even 2 weeks! All communication was great up until I asked for an explanation and refund. Then suddenly my emails were not received. Not a single word until AFTER I started the refund process with THREATS of legal action? Hybrid 911 gave me only 2 options; I could pay $350 that day and be back in the position I started with my old battery reinstalled or pay the $1549 that day and get the other codes fixed immediately, which I tried by their recommendation! 2 separate businesses said the same!

  

  Business Response

  Date: 06/20/2022

  Customer's father contacted us and was main point of contact. They provided ** ******* confirmed" codes but only a P0A80 was handwritten. Right off the bat this information was incorrect and they paid ****** for this diagnostic. Our technician shows up to find that the customer has a ***** code which is EXTREMELY detrimental to hybrid batteries. One of our largest competitors also actively states on their website that this code is an upcharge due to how damaged the core is, as well as a nullifying condition of warranty coverage. Once our technician found this code we stopped everything and called Skylar. Since her father was the main contact and was the person with whom we set up the calendar position, we asked Skylar if she wanted her father on the call. She refused, so we went over the main points. First and foremost, her invoice would have to be charged another $350 due to the damage that comes from "engine loss of power" i.e. P3190, if she decided to go through with the hybrid battery changeout. She would need to have the vehicle towed to a mechanic and NOT driven, with the understanding that constantly starting the vehicle would discharge the hybrid battery to such low lengths that it would not be able to start the car. The risks of changing a hybrid battery out before fixing this engine issue were fully explained to Skylar, which is why we also gave her the second option. We would take our hybrid battery out, put hers back in, and only charge her a service fee. This would allow her to get the engine loss of power issue taken care of before risking premature failure of a newly revitalized hybrid battery. Skylar was also made aware that the hybrid battery would not have a warranty until receipts of this P3190 code being fixed were received and it was proven that the mechanics did not discharge her new revitalized hybrid battery down. This is because we have seen mechanics in the past who believed this code was not detrimental do the exact thing we warned Skylar of, and inevitably discharge the hybrid battery down to damaging levels. This is because when the engine is not receiving enough fuel it inherently runs only on hybrid battery power, with no way of charging the hybrid back up once it becomes extremely low. Once these modules have been discharged down there is no way to bring them back, so it is not such an easy fix and can ruin a hybrid battery in less than five minutes. Once the hybrid battery was installed into ******** vehicle she towed her car to ****** where the "service advisor" argued vehemently that the hybrid battery was the only issue. Skylar wanted us to come out and change out the hybrid battery again to prove to ****** that the hybrid battery was not the issue, and never was there any mention of paying a service fee to get us to do so. They simply wanted something done to prove to ****** that something else was wrong with the vehicle. *******, ******** father, had to physically go to the vehicle and call ***** to talk with the ****** service technician. The technician stated that the car was being driven all over and was fine, there was no fuel issue, and ******* had to argue that the car had only ever been towed after the installation. The ****** technician was stunned speechless and ******* argued that there should be no mileage on the car since he explicitly told them NOT to drive the vehicle and yet there were 90 unaccounted miles on the vehicle put on after our installation. ***** was working hand in hand with ******* on figuring out where this unaccounted mileage came from, and it was this information we were waiting on when we received a chargeback from ******** financial institution. It was also our talking to the ****** service technician that finally forced them to find the fuel related issues and fix them. It now seems that ****** fixed the issue but does not want to admit the condition leading to that repair discharged ******** new revitalized hybrid battery down. We were waiting on information as to how these 90 unaccounted miles got onto the vehicle when we found that Skylar had opened a chargeback dispute against us. We worked hours on her and her father's case and their decision to chargeback without ever contacting us shows we helped them in vain.