Batteries Plus

I spoke to the gentleman myselfHe came in while I was on vacation, but I did contact him back once we heard about the complaint and we refunded him his money

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me

Replacement of a battery under lifetime replacement not honored
Today I went there to have a battery put in my watchAfter it was replaced the clerk wanted to charge me for itI explained that I purchased the lifetime guaranteeHe looked it up and said this is on a different watchThat is not true as this is the only watch I have and the battery has been replaced before without any problemThe clerk then said why are you lyingHe then took out the new batterySure not a way to do business

The customer brought his broken phone and asked to have the cracked screen repaired, he told us he had already opened and replaced the batterythat in itself voids all warrantieswe told him we would replace the screen and we'd attempt to inspect the phone for other issues but
informed him that if there were other problems with the phone, we'd deal with them when it was manifestedWe explained that fixing the screen only, may not fix other issues with the phone's performances, since he had worked on the phone himself (by removing and replacing the battery) that some internal damage may have accord that can't been seen or tested prior to repairing the screenHe agreed and signed a Terms and Condition agreement and left the phoneonce we repaired the screen, the pone worked and was testedWhat couldn't be tested was the touch screen prior to reparing the screen.He returned and the phone work fine as a phone but when he left the store and used the touch screen, he realized it didn't work. We informed him it had nothing to do with the repair of the screen and we'd remove all new parts we had installed and refund his $in his complaint, he states we could not hang onto his old parts because we had to recycle them, which is not true, in fact we still to this day have his old partsIn conclusion, we will still refund the customer the total $173.08, once we removed the new parts we put it the phone and return it to the same condition as when he brought in to us. We of course will not guarantee it will function any differently, partly because he himself had opened the phone when replacing the battery and most likely cause the damage himselfin his complaint, he states: Desired Settlement; he would like his phone repaired back to the condition it was in when he brought it inWe are happy to remove our new parts, and give it back to him in the same condition it was in prior to him bringing it in, but after he opened and replaced the battery, likely causing the touch screen failurethe obviously was having issues and he clearly signed the Terms and Condition release form, releaving us of all liabilities

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Complaint: ***
I am rejecting this response because:? ? The business stated that they would return it back to the condition in which I brought it in and they also state that the touch screen worked and it was able to be used as a phoneThey contradict themselves saying that I had ruined the touch screen months before when I replaced the battery (using professional YouTube videos on "How to")I asked them to replace a cracked screen and possible microphone replacementThe touch screen failure was non existent until they "repaired" the phoneI will happily accept them bringing my phone back to the? condition it was when I first brought it in but this would also include my touch screen working the same as when I brought it inAs to the comments they say I recalled incorrectly I'm curious on if the Revdex.com can review the security tapes for the day that this happened with the business' consent of courseI think this simple action would resolve this whole issue
Sincerely,
*** ***

Initial Business Response /* (1000, 8, 2015/09/14) */
This has been resolved once we received this complaint.

On 5/13 Mr. [redacted] did make a purchase for $10.80.  I ran a payment history report to see if we double charged him.  On that report there was only one charge to his debit card.  I then ran a report for that day from our credit card company to see if they double charged him. ...

Again, only one time was his debit card charged.  Our manager, [redacted], that Mr. [redacted] spoke to is on vacation this week, so I called Mr. [redacted] directly.  I told him that I only saw one charge to his credit card.  I asked him if he could email or fax me a copy of his statement that shows the two charges but he said he could not.  I will speak with [redacted] on Monday to see who authorized a refund and why.  At this time I can't agree to a refund without proof when every report shows he was not double charged.  If [redacted] can show me where he was double charged by us, I will be happy to reimburse the customer.  I will respond again to this after [redacted] and I speak.  I will fax the documents to the fax number provided in order for the Revdex.com to have a copy of the reports I ran. Sincerely, [redacted]Batteries Plus Bulbs[redacted]@batteriesplus.net

issue has been resolved

The customer brought his broken phone and asked to have the cracked screen repaired, he told us he had already opened and replaced the battery. that in itself voids all warranties. we told him we would replace the screen and we'd attempt to inspect the phone for other issues but...

informed him that if there were other problems with the phone, we'd deal with them when it was manifested. We explained that fixing the screen only, may not fix other issues with the phone's performances, since he had worked on the phone himself (by removing and replacing the battery) that some internal damage may have accord that can't been seen or tested prior to repairing the screen. He agreed and signed a Terms and Condition agreement and left the phone. once we repaired the screen, the pone worked and was tested. What couldn't be tested was the touch screen prior to reparing the screen.He returned and the phone work fine as a phone but when he left the store and used the touch screen, he realized it didn't work. We informed him it had nothing to do with the repair of the screen and we'd remove all new parts we had installed and refund his $173.08. in his complaint, he states we could not hang onto his old parts because we had to recycle them, which is not true, in fact we still to this day have his old parts. In conclusion, we will still refund the customer the total $173.08, once we removed the new parts we put it the phone and return it to the same condition as when he brought in to us.  We of course will  not guarantee it will function any differently, partly because he himself had opened the phone when replacing the battery and most likely cause the damage himself. in his complaint, he states: Desired Settlement; he would like his phone repaired back to the condition it was in when he brought it in. We are happy to remove our new parts, and give it back to him in the same condition it was in prior to him bringing it in, but after he opened and replaced the battery, likely causing the touch screen failure. the obviously was having issues and he clearly signed the Terms and Condition release form, releaving us of all liabilities.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that at this time I am agreeable with the resolution until they are able to discuss the matter with Mr. [redacted].
Sincerely,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: This is a blatent lie.  The specificly handed the young lady back her into her hand and left the store. If I pushed anyone in that store or put my hands on them in any manner. I'm sure they would have called the police. I'm sure they have video cameras and I encourage you to request to see them from the day and time in question. Once this accusation is shown to be a lie, I would like this store manager to be fired for lying on me.  If you check [redacted] and other websites that discussed this stores customer service, it is consistently rated a 1 because the people can not rate it a zero. Please request the video tapes from the day in question. Also, their were other customers in the store at that time.  I yelled at the store manager on the phone about his shoddy product and lack of integrity but I never touched anyone in this store.  I would like this incident raised to 'batteries plus bulbs' because they have a dishonest manager running that location. 
Regards,
[redacted]

Monday, June 30, 2014
sans-serif;">Response to Complaint ID: [redacted]
1. We acknowledge this customer did purchase two [redacted] 12-volt 9.5 amp batteries from our store on 06/02/14 2014. Batteries are routinely checked/maintained at each store weekly for voltage. Following the complaint from [redacted], the owner checked all remaining stock of the same battery and ail ranged from 12.7V to 12.8V each.
2. Customer stated that he successfully used the batteries in customer owned device (batteries were at zero volts when brought in on 06/17/14) and then demanded Batteries+Bulbs exchange the batteries for brand new ones. Customer stated he had attempted to charge the batteries and they would not recharge. (Customer did not bring in his charger to ascertain if charger was working properly or if the batteries could be charged.) Customer would not let store personnel charge the batteries, was not interested in having batteries analyzed, and only wanted immediate replacements.
3. Our written/posted warranty process states up to 24 hours may be required to analyze such products to determine warranty or refund.
4. Customer asked that he speak with another manager and a store co-owner was called. The store manager explained to co-owner the above facts and then the co-owner spoke to the customer. The owner listened to the customer and stated warranty process again to the customer. Again, the customer was not interested in the process only new batteries be provided him immediately. The decision was made by the owner via phone to stand by the store return policy,
5. The customer took the batteries and told store employees to "stick the warranty policy up their [redacted]" and left the store.
6. The customer then called Batteries+Bulbs Corporate within ten minutes after leaving the store and Batteries+Bulbs Corporate explained to the customer the same thing that store personnel, and the owner had discussed with him prior.
7. This customer purchased the same type of battery (quantity of 2) at another store (owned by same group) on 01/07/13 and one of the batteries was replaced by the store owner exactly 2 weeks after the purchase (the store was given permission to provide customer with a new battery immediately under identical circumstances on 01/21/13).
8. it is our belief the customer has an issue with the device in which the batteries are installed and/or the charger utilized. Our Warranty Process Would identify a plausible reason for the zero volt batteries. (It should be noted it would literally take several years for this chemistry battery to self-discharge to zero volts, yet another reason the warranty process be followed.) Under this purchase the customer discharged two batteries to zero volts in a matter of days.
9. While our stores try very hard to be understanding of customer issues, in situations like this where the customer has an issue several times with the same product, further analysis is required and warranty policy followed.
10.  Our offer to do an analysis of the two batteries, customer charger, and equipment is still open.11. The ownership group reviewed returns of this product within the last 18 months at our six stores in San Antonio and found 2 units were replaced under warranty during that timeframe (one of which was the replacement for this very customer earlier in January 2013).
12. We hope our comments shed light on our actions/reasons concerning this customer and our response.
Sincerely,
[redacted]
Owners
Batteries+Bulbs San Antonio
119 SW Loop 410 #131
San Antonio, TX 78245

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...

resolution is satisfactory to me. I hope that additional steps will be taken to assure that this does not happen to other customers in the future.
Sincerely,
[redacted]

Hi there,      The customer brought in his car battery out of the vehicle on 9/16/17. The battery came in at 12.2 volts. That voltage is to low to get a accurate reading when putting a load test on the battery. We asked the customer if he would allow us to charge...

the battery, and then run a load test so that we can get a accurate reading for the customer. The battery passed well above the ratings that this specific battery calls for. The customer picked up his battery. I then received a call by this concerned customer Monday morning on 9/18/2017. He wanted to let me know that the battery is in fact bad and will not hold a charge. I then asked him if he could bring the battery in, make sure the battery is charged, let the battery sit unaided overnight. By doing this we can test the battery again to make sure that the battery is not draining on its own after multiple hours just like the customer said he thinks the battery is doing. The customer said he was unwilling to keep the battery here at the store to re-confirm our test results of the battery. The end resolution that the customer and I have made together over the phone this morning on 9/18/2017 was that he would drive the vehicle up to the batteries plus in Ballwin tomorrow on 9/19/2017 so we can test his charging system/alternator and lastly check for a parasitic drain that the car might have on this battery to help explain and resolve the customers issues.

The customer came in with a non functioning Key fob. the fob already had been soldered incorrectly. She was shown that it needed to be re-soldered also that the pad that made contact with the circuit board had a syrupy substance all over it and needed to be cleaned. The key fob was fixed...

and tested in the store using an ir/rf tester. There were no signals without pushing a button. It was stated that the key fob needed to be replaced and that these were only temporary fixes. The customer came in again the next day with the same fob. The soldering broke and she spoke with me. I told her that the circuit board was damaged and that the key fob needed to be replaced. I showed her that we can order the OEM and give her a HUGE discount on it for any trouble. She stormed out of the store saying that she would never come back again.

Initial Business Response /* (1000, 15, 2015/07/16) */
I looked in my files and I do not have his name in my files under his name or his number. I do not have any idea what he bought or where he bought it and it may not have been my store. Ask the consumer for an invoice number off the receipt and...

the date of the purchase as well as the location involved.
Initial Consumer Rebuttal /* (3000, 20, 2015/07/20) */
Ticket #XXX-XXXXXX March 29, 2015 4:31PM Station XXX-XX. USR Taldridge
Motorcycle Battery Item CYL XXXXX
12v USAGM 30LA-BS
Paid - $157.25
Location involved
[redacted] N [redacted] MO XXXXX
[redacted]

Called the customer to address the situation. Left a message with contact information. Waiting for a response.

Complaint: [redacted]
I am rejecting this response because:   The business stated that they would return it back to the condition in which I brought it in and they also state that the touch screen worked and it was able to be used as a phone. They contradict themselves saying that I had ruined the touch screen months before when I replaced the battery (using professional YouTube videos on "How to"). I asked them to replace a cracked screen and possible microphone replacement. The touch screen failure was non existent until they "repaired" the phone. I will happily accept them bringing my phone back to the condition it was when I first brought it in but this would also include my touch screen working the same as when I brought it in. As to the comments they say I recalled incorrectly I'm curious on if the Revdex.com can review the security tapes for the day that this happened with the business' consent of course. I think this simple action would resolve this whole issue.
Sincerely,
[redacted]

Dear [redacted]   We have received your complaint via the Revdex.com (Revdex.com) regarding your recent application for the above-referenced account. We hope the following explanation alleviates the concerns raised in your complaint.   Our records indicate that your...

initial application was received and reviewed for available programs on August 31, 2016. Before making a credit decision, M/I Financial, LLC (“MIF”) needed to conduct further income and credit evaluation, including collection of missing documentation, verification of invalid/unusable reported income (child support) and review of unsatisfied collection accounts. Per our records, your loan was conditioned with the following stipulations:   Evidence the following debts were paid in full, payment plan was established or disputed:   [redacted]: $5,891.00[redacted]: $4,341.00  Proof of income:   Child Support – Evidence of at least three years of income   As you can imagine, delayed receipt of any critical documents can postpone the processing of a loan application. MIF’s was, in fact, compliant in responding to your application within 30 days of receiving a full application and applicable documentation to complete a valid credit decision. Once we were able to validate that some of the debts were satisfied and the child support income was not received for at least three years, your application was submitted for final underwriting and, ultimately, determined to be ineligible for credit on January 24, 2017.  Accordingly, the Adverse Action Notice was sent on January 30, 2017.    As it relates to the credit review, our records show that customer information was voluntarily submitted for evaluation of your own credit as well as the credit of Mr. [redacted]. Your information was submitted at the time of application. During the time your application was being reviewed, your initial credit report expired, requiring a new one be pulled. Mr. [redacted]’s information was submitted at a later date, once it was determined that the initial income submitted was unable to be used to qualify your loan request. MIF received Mr. [redacted]’s 1099-Misc, which included his social security number on January 20, 2017, along with his verbal authorization to obtain a credit report.  . At MIF, our goal is to help all applicants achieve the home of their dreams, although it is not always possible. Therefore, we do work with preferred lenders to assist when appropriate. Once a final decision of decline is issued, if applicable, any earnest money deposits are refunded. We have reviewed your account with the homebuilder and have requested your earnest money be refunded. The reason it was not released previously is due to the fact that you did not sign a termination agreement effectively terminating your contract with the homebuilder. Upon execution of a termination agreement, the homebuilder will return the earnest money deposit.   Additionally, we are unable to validate your claim of negligence regarding the decision to sell your home based on the housing information you supplied on the mortgage application form; namely, you certified that you were renting and that you have not had any ownership interest in real estate in the past 3 years.   Lastly, we are unable to validate your claim that our employee was terminated based on your file.   We do appreciate the opportunity to improve on our communication and hope we have addressed your concerns.  Thank you,

Mr. [redacted] brought in a Galaxy S5 phone for repair on June 28, 2017 for a screen repair. Mr. [redacted] authorized the repair and our limited warranty prior to the repair and was provided with a copy of this paperwork including all the terms and conditions. The repair was completed as committed, and Mr....

[redacted] signed the exit inspection report stating that his phone was functional and left with his phone. He paid us $149.00 for the repair which included replacement glass and a replacement LCD. Approximately 2 weeks later Mr. [redacted] called the store to tell us he had a problem with the screen glass. Our employees told him that his warranty might cover him depending on the cause of the problem and asked him to bring the phone in for inspection. When our Associate inspected the phone, it appeared to him that the broken glass was from physical damage and not from workmanship. To be careful, the Associate brought the phone to me to verify his inspection and conclusions. My inspection showed that the damage to the glass originated on the top surface of the phone and was not related to workmanship or parts quality. The phone was functioning but the glass was broken. The warranty explicitly states that "the store warrants its workmanship and parts used in the repair of the device when used under normal conditions for 180 days after the work was completed." It also states that the store is not liable "for any expense directly or indirectly arising from the use of the device." Mr [redacted] left and returned one week later and asked to talk directly to me. I again repeated that our inspection determined that the issue with the phone resulted from physical damage and therefore was not covered under warranty. He stated that the phone was in a "good case" and he did not drop it. Glass is fragile and it is possible that he does not even know what happened. Unfortunately, while a case is a good protection, and reduces the probability that a phone will be damaged, it is not a guarantee, and online forums are full of people who have experienced broken glass while phones were in cases and/or don't know what caused the glass on their phone to break. I explained that a warranty is not an insurance policy. We understand how frustrating it can be for a customer to re-break a phone so quickly after a repair, so we did offer to replace the glass on Mr. [redacted]'s phone at our cost. He was not interested in this offer. We repair many phones and use the same adhesive on all phones we repair, and the same adhesive is used by other repair facilities. Even during this second inspection, there was no evidence of any kind of screen "lifting." When we showed him this, he claimed that the screen must have "re-seated" because he put some books on it in his car. Again, the damage did not originate at the screen edge as is the symptom of a problem during the repair, the frame was not bent which can also cause the glass to break after repair, we found no evidence of lifting, and impact damage to the glass could be seen. For these reasons, will not repair Mr. [redacted]'s screen under warranty. We repair a large number of phones and stand behind our workmanship. We have, and will continue to honor our warranties when the defect is the result of workmanship or parts quality. We value customer satisfaction and are sorry Mr. [redacted] is unhappy, but again, this was from physical damage of some kind.