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:09/14/2024

  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.

  We had got a NOCO Boost X GBX75. Within a few months the unit was acting dead. We contacted them and they want use to ship a new unit to them and wait maybe a month for another unit or for them to fix it. These are used to jumpstart cars. The whole point of them is to have them when you need them. We paid good money for something pointless and then when they sell faulty units, they want use to pay money to ship it to them and wait weeks for something we need asap. They know this. Because of their very unprofessional procedure we had to toss their faulty unit in the trash and go buy a whole new unit just months after getting thier product. 100% Fake warranty support.

  Business Response

  Date: 09/19/2024

  The customer contacted NOCO regarding issues with their GBX75. NOCO Support assisted in troubleshooting and determined that the GBX75 should be sent in for warranty service. NOCO provided the customer with an RMA (Return Merchandise Authorization) and return instructions for inspection and replacement, but the customer refused to send the device in for warranty.
  
  NOCO followed up with the customer again to offer warranty services, but they refused again.
  
  This week, NOCO's Director of Warranty and Support tried to contact this customer to ask if there was anything NOCO could have done better to assist with the issue, but the customer has not responded.

  Customer Answer

  Date: 09/19/2024

  Better Business Bureau:

   

   

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Expecting customers to pay for shipping after your company sells faulty units is insulting. Then the extremely unprofessional timeline of maybe 3 weeks or more of waiting. People need these for a reason. Most will have to go out and buy something else while they wait for your company to fix faulty units that should have never sold in the 1st place, unless they own more than 1. That's not very helpful to anyone that owns one as in my experience.
  
  
  Also the "property of NOCO" part is odd. It says how you guys are covered and now own the unit sent in but nothing about what i own at that point. All in all left a very bad taste in my mouth after being sold something that should have never been sold in the the 1st place.
  
  
  To sum it up, your company puts the inconvenience and cost on the customer when it's not their fault your company sells faulty products. 
  
  

  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******
  
  
  
  
   

• Initial Complaint

  Date:12/06/2023

  Type:Customer Service 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.

  Had a warranty claim on a product (jump pack) and I ended up reaching out to Noco regarding the issue! At that point the customer service representative emailed me a label to have the jump pack sent back in for service. Upon going into **** to return the package, they were not willing to ship it due to hazard (there call) they **** employee stated they don’t ship batteries. I explained the battery had the correct label to be shipped he said it was his judgement not to ship the package. At that point I contact noco and explain the situation I spoke with Steve and he said just bring it somewhere else. I kindly explain to him that I live remote and most, and everything is more than an hour and a half drive for me. He then sells well there’s nothing we can do. I ask to have a supervisor call me. My call is returned by Chris who tells me there is nothing they can do and he recommends I find somewhere that will ship it. At this point I’m being asked to drive over a couple hours round-trip to find somewhere to return their product that has failed that should be under warranty

  Business Response

  Date: 12/15/2023

  We did contact the Complainant and we offered prepaid shipping labels for multiple carriers and a remote warranty for his unit. Unfortunately, the Complainant refused all options. 

  Customer Answer

  Date: 01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Ended up reaching out to noco customer support (Bob *****) Who asked me to return the Jump pack via prepaid shipping label. After the carrier explained to me, they cannot ship battery packs something about hazard. I explained that to Bob Jones. At that point he told me there was absolutely nothing they could do for me unless it was sent in through the carrier that just told me it’s their policy to send it in so there I was stuck in the middle for their product that failed. I threw away there product as it served me no purpose. Then the support manager (dan *****) who asked for a photo of the unit with cables cut. I can’t provide those being that the unit was disposed of. At that point Dan ***** did nothing to resolve this issue. Until I bring up the Better Business Bureau and then at that point send me an email that if I would like a faster resolution to contact him after I was just told there was nothing that could be done for me. SO IM CONFUSED DAN ?

  
  Regards,
  
  **** *******
  
  
  
  
   

  Business Response

  Date: 01/22/2024

  NOCO again reached out to the Complainant and offered a full replacement, and the Complainant has accepted this offer.

  This closes this matter. 

• Initial Complaint

  Date:11/08/2023

  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.

  Bought a brand new Nitro Z21 XL that came with a purchased noco genius pro 10x4. The unit went out in less than 6 months use. I sent it in to noco warranty dept for testing and exchange. They received on oct 7. It’s now nov 7 and still a new unit has not been sent out even though the warranty dept sent an email stating that my unit was indeed bad and would be warrantied with a replacement. It should NOT take this long for a simple process. These units cost well over $400!! Now I have to buy another unit and put in my boat to fish tournaments if I want to recover ANy damages caused by a down unit! I’m losing money with a boat just sitting in the garage that can’t be used!! Just warranty the thing and move on just like your warranty states.

  Business Response

  Date: 11/08/2023

  We received this customer's return on October 16th, testing was completed on the 26th, his replacement was shipped out, and he will receive the replacement on Thursday, November 9, 2023.

   

  We contacted this customer today (11/8) and he was very satified with this resolution.

  Customer Answer

  Date: 11/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  I’d like to withdraw my complaint as the warranty dept replied with a suitable remedy. 
  
  Regards,
  
  **** *******
  
  

  
  

• Initial Complaint

  Date:07/11/2023

  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 bought noco gbx155 from Amazon My order # ******************* On January 2023 paid $357.34 the product is not working now not even a year now it’s dead as a rock not taking charge at all

  Business Response

  Date: 07/11/2023

  Our Director of Warranty and Support called this customer and provided him a courtesy label to return this defective unit at no cost and upon return the unit will be replaced. 
  
  Therefore we consider this matter closed.

• Initial Complaint

  Date:05/31/2023

  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.

  I purchased a Noco NLP14 battery for $129.95 via Amazon which was received on July 21, 2022. Order #*******************. The item I comes with a 5 year warranty. Once received I put it on the Noco Genius 10 that was purchased for $99.95, from Amazon and received on March 29, 2022 per battery instructions. Once fully charged, the battery was put in service. It was used for less than 6 duty cycles. During this time, the battery was maintained with a Noco Genius 1, purchased from Amazon for $29.95 and received June 17, 2022. The battery was removed, fully charged and shelved approximately two months ago while maintenance was done on the vehicle it was in. Per the NLP14 manual, no more than 5% of battery capacity per month, for a total of 10% for the two months. When the battery was reinstalled, it was dead. Per the manual, both force and supply modes were performed several times without success. On May 29, 2023 Noco support was contacted and they requested I watch a video on how to perform a force mode charge on the battery with their charger (which shows you cannot buy the NLP without the Noco battery charger.. which is borderline unethical). After performing several more force mode cycles, and another supply mode cycle (which takes much longer), support was notified. Support used standard copy and paste responses to my request for a replacement, and never addressed all of my questions. It was a frustrating process to say the least. Finally, they simply said I had to provide proof of purchase (which was previously uploaded during product registration). I asked them if what I uploaded was adequate, no response. I asked them for an RMA and they said they would not provide an RMA until AFTER the battery was received. This is NOT the way the warranty reads. This means the battery would have to be shipped ON MY DIME!! Effectively penalizing me for purchasing their product while maintaining their profit margins. This is completely unprofessional, and fraudulent. Not ok.

  Business Response

  Date: 06/05/2023

  We contacted this customer on Thursday, June 1, and we sent a pre-paid shipping label and set-up a faster turnaround for his replacement. 
  
  This customer was very happy with the resolution and stated he was more than satisfied. 

  We feel this matter is resolved and this case can be closed. 

• Initial Complaint

  Date:03/01/2023

  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.

  WARNING WARNING WARNING Purchased a noco jump pack and after contacting noco regarding their product that has failed. I was told they Would send out a prepaid package to ship back the jump pack! However the turn around time would be a couple weeks very inconvenient. I politely asked if they could send out a replacement unit in the meantime while I’m waiting on the shipping container to send the original back. However they would not do that to help me out. At this point I would simply like a refund for the original purchase price and to find a different product from another manufacturer.

  Business Response

  Date: 03/06/2023

  This customer contacted our support/tech help tech department on Tuesday Feb 28 after buying the unit on Monday, Feb 27 at a national retailer. The retailer refused to take back the return.
  
  NOCO's tech department informed this customer that NOCO was sending to him a return label and kit to ship the unit to NOCO at NOCO's cost. 

  The customer called back on Wednesday, March 1 and complained and said he was filing a complaint with the BBB. We offered he could buy another unit and we would refund the purchase once the defective unit was returned, however, the customer was not satisfied with that response as he wanted NOCO to ship a replacement at no cost before receiving the defective unit back.

  .The kit and shipping label at NOCO's cost was sent to this customer for his return and then a replacement would be sent.

  Since we have requested the return at NOCO's cost and would replace the unit, NOCO has offered to settle this complaint in a reasonable and fair way. 

  Customer Answer

  Date: 03/06/2023

  Better Business Bureau: after being told that a prepaid shipping label was being sent and waiting tell the next week I reach back out at that point they tell me they have decided not to send the shipping label.  At which point I’m not even concerned about the label I will pay for shipping and I go to my local carrier to send off the unit myself. However they explained to me that my carrier that it’s illegal to ship anything lithium ion that has been corroded or broken. It is in fact, a felony that this company is asking me to ship this broken lithium ion item.  

  in the photo of the email that I sent over noco explains that it’s filled with sand or something along those lines and not corroded. I don’t understand how they can assess that through the phone without ever physically looking at the item but no, it is rust and corrosion however, it is not send.

  
  WARNING WARNING WARNING THIS COMPANY WILL NOT ONLY NOT HELP THEY WILL ASK YOU TO ILLEGALLY SHIP AM ITEM 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ******
  
  
  
  
   

  Business Response

  Date: 03/10/2023

  NOCO's tech support manager spoke with the customer on Monday, March 6, and let him know the kit was on the way and includes all the prepaid labels and hazardous cargo stickers needed to ship it back to us. The Manager also offered to have the replacement shipped as soon as we see the return tracking on its way to us. The customer thanked me for the call and said he was happy with the new resolution. 

  Therefore, we believe that this complaint has been satisfactorily addressed and resolved. 

  Customer Answer

  Date: 03/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** ******
  
  
  

• Initial Complaint

  Date:02/02/2023

  Type:Customer Service 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 May 19, 2022 from Amazon. Order#****************** order total was $213.95. I ordered a NOCO Boost HD GB70 2000 AMP-12 Volt UltraSafe Lithium Jump Starter Box. When I first got the jump box the charge would not hold and never has. I have tried to contact the company and never gotten a response. I am on the road so I have just tried to make it work, I need to have the jump box repaired or replaced because it is vital for my business. Any assistance you can give me in resolving this matter would be greatly appreciated.

  Business Response

  Date: 02/12/2023

  Our Service Department has reached Mr. ******* and we have sent him a complementary shipping label for the defective unit. Once that unit is returned, we will supply this customer with a replacement unit at no cost.

  That will complete this return and satisfactorily close this complaint.

   

  Should you have any further questions, please contact me. 

• Initial Complaint

  Date:01/15/2023

  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.

  Purchased a NOCO charger on ******. Failed after two uses. Well under warranty, so I sent it in for warranty. After 7 weeks I have not received any information on a repair or replacement. 4-6 weeks was their guidance. When I inquired with my tracking information I was told my tracking was wrong. It was not wrong and is 100% correct. Product was delivered to NOCO in November. Delivery confirmation attached to this address. NOCO Attn: Warranty Department **** **** ****** *** ***** **** ********* ** *****  Company needs to repair, replace, refund.

  Business Response

  Date: 01/16/2023

  The customer's warranty was processed and approved. A replacement was shipped out on January 9th, 2023 and can be tracked on UPS using this link. It is scheduled to deliver by Wednesday, January 18, 2023.
  
  ********************************************************************************************************
  Based on this replacement, we consider this matter fully resolved and no further action is required.

  Customer Answer

  Date: 01/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. Replacement arrived and functions properly. 

  
  
  Regards,
  ******** ****