Batteries Plus Bulbs

Complaint: [redacted]
I am rejecting this response because:
On 11/13/15  early morning the clerk at Batteries Plus stated the battery couldn't be charged and I needed to speak with the manger/owner of the store. I called back later and did speak with the manger of the store.  She indicate the battery was ruined and "no replacement" we be provided. I then purchased another battery at Auto Zone. I never received a voicemail  (several hours later) from the Batteries Plus's clerk about a replacement.  I picked up the old battery late evening (6PM) to find out they did replace it.  I stated I already purchased a new one, and never received their voicemail. 
After speaking with the manger I believed I had to get another battery, because the clerk and manger stated "no replacement battery" from their store.  Sometime between our last conversation and me purchasing a new battery, Batteries Plus changed their mind. 
I'm requesting a full refund because at the time, Batteries Plus stated no replacement, which forced me to get another battery. I had no voicemail from the clerk and acted accordingly to my needs. 
Regards,
[redacted]

Review: On Saturday 2/27/16 I made an appointment to have the screen on my child's [redacted] touch replaced at 11:00am. The [redacted] was FULLY functioning and had been for several weeks since the screen crack. Website and employees stated the repair would take about an hour. When I dropped off the [redacted] the store employee did a full check on the [redacted] and verified(in writing) that it was fully functioning, I was told I could pick up my repair at 3pm. I was called later that day and told they were having a problem with the screen replacement and would need extra time, until about 6pm. I informed them I would just call in the morning to be sure it was ready for pickup and get it then. When I called Sunday am I was told that the screen had been replaced but they had damaged the camera during the repair and would need more time to work the new repair. I informed them I would come to pick it up at 1pm, the repairman agreed to this time. When I arrived at 1pm I was told that the [redacted] was now not working at all and he would need to keep working on it and would call me later in the day. When I became upset that my previously functioning [redacted] was now nonfunctional I was told not to worry about as this is to be expected when you have electronics repaired. What??? Anyway, I never received a call from the repairman, when I called back at 5pm I was told he could not repair it and I should not worry as the store would replace the [redacted] for me. I asked that a manager call me. The manager contacted me and stated the [redacted] would have to be sent to there corporate offices for evaluation. On Wednesday I was called and told the [redacted] could not be fixed, but they would replace the broken one. However, to get the new one they required I pay them the $119 for the original repair. They broke my child's [redacted], she lost all her pictures, contacts & music, a 1 hr repair took 5 days and I had to pay THEM to get a replacement.Desired Settlement: I was made to pay the same price I would have paid if my repair had been completed in an hour without any complications. I believe they should have paid for the FULL replacement value since they broke it! I want them to reimburse me for the $110.55 I had to pay them to get my daughter an [redacted] back.

Business

Response:

To whom it may concern: Re: Revdex.com File [redacted] Customer: On Saturday 2/27/16 I made an appointment to have the screen on my child's [redacted] touch replaced at 11:00am. The [redacted] was FULLY functioning and had been for several weeks since the screen crack. Website and employees stated the repair would take about an hour. Response: All repair times are estimates. More specifically the repair times listed on the website are based on no other repair jobs being in queue, and staffing sufficient to devote an uninterrupted technician to the repair. Unfortunately, this was not the case in this customer’s experience. We will review our local training as it is our policy to attempt to give the customer a realistic expectation of the time required to perform a repair dependent on the then-current conditions. Customer: When I dropped off the [redacted] the store employee did a full check on the [redacted] and verified(in writing) that it was fully functioning Response: We have never questioned the condition, and/or functionality of the device upon intake. As the customer states our intake paperwork was provided to her and does indicate clearly in writing the condition the device was received in along with the terms and conditions for the repair. Customer: I was told I could pick up my repair at 3pm. Response: Upon the customer’s arrival at the store, our intake form indicates the estimated repair time quoted of 4 hours was far more reasonable, and under normal circumstances would have allowed timely repair of the device. Customer: I was called later that day and told they were having a problem with the screen replacement and would need extra time, until about 6pm. I informed them I would just call in the morning to be sure it was ready for pickup and get it then. Response: In the event that the technician is unable to complete a repair within the expected time estimate provided the customer we try and contact the customer and inform them of the delay. Customer: When I called Sunday am I was told that the screen had been replaced but they had damaged the camera during the repair and would need more time to work the new repair. Response: In instances like this where we have damaged a component during the course of a repair we take full responsibility for the damage done and replace the damaged component at our expense. Customer: I informed them I would come to pick it up at 1pm, the repairman agreed to this time. When I arrived at 1pm I was told that the [redacted] was now not working at all and he would need to keep working on it and would call me later in the day. Response: I certainly do apologize for our failure to contact the customer and inform her of further delays in the repair of her device, and will follow up with the store manager so that he can better coach his associates on how to properly handle unexpected delays in the device repair process. Customer: When I became upset that my previously functioning [redacted] was now nonfunctional I was told not to worry about as this is to be expected when you have electronics repaired. What??? Response: To say that the issues experienced by the customer, or our technician during the course of this repair are to be “expected” is going a bit far. A more accurate statement from us should have been that when doing repairs on small electronic devices there are rare circumstances where a component can become damaged in the process. Customer: Anyway, I never received a call from the repairman, when I called back at 5pm I was told he could not repair it and I should not worry as the store would replace the [redacted] for me. I asked that a manager call me. The manager contacted me and stated the [redacted] would have to be sent to there corporate offices for evaluation. Response: Our corporate repair facilities have far more advanced equipment available to them than we are able to have in the retail locations. Once the unit was deemed non-repairable in store, the item was sent to the corporate facility for further evaluation. Upon examination under a microscope it was found that the unit had a tiny resistor broken loose from the logic board. This could have been caused by the slip of a tool, or by another part snagging it during the repair process. We paid to expedite the customer’s item next day in both directions in an effort to alleviate the unfortunate burden to the consumer as best as we could. Customer: On Wednesday I was called and told the [redacted] could not be fixed, but they would replace the broken one. However, to get the new one they required I pay them the $119 for the original repair. Response: In the event of any critical device failure that is a direct result of our attempt to repair a device we do take responsibility for the device. The only cost to the customer in either circumstance is the quoted cost of the repair services that were to be performed to the device. In exchange we offer to provide the customer a refurbished or better device in lieu of the repair as is noted on the initial intake paperwork the customer acknowledges having received. This provides the customer with a device equal to, or better than what they would have received had the repair been successful. The store spent over $200 in direct costs to live up to their commitment to return a functioning unit to the customer…as we should have, because we broke it. The customer was willing to spend over $100 to have an [redacted] with an unbroken screen, the store provided an [redacted] with an unbroken screen. We were aware the repaired [redacted] was to be presented as a birthday gift, we paid to expedite the replacement device such that it was available for pickup on the afternoon of the child’s birthday. Customer: They broke my child's [redacted], she lost all her pictures, contacts & music Response: As outlined in the original repair intake form we are not liable for any data loss that may be incurred as a result of any repair attempt. This is standard industry practice as there are many things during the course of a repair that could cause data loss. We do upon intake ask if the device has been backed up, which as noted on the intake form the customer indicated the unit had not been backed up. Customer: a 1 hr repair took 5 days Response: A repair originally estimated at 4 hours at the actual time of intake did in fact take a total of 5 days for final resolution. This is in no way the norm as to what a customer can expect, but is possible in rare situations such as this. We do our best to expedite things when issues arise, and get the customer taken care of as quickly as possible limiting their inconvenience as best we can. We are understanding of the situation, and try to keep the customer informed as to what is causing the delay, and what we are doing to try and get issues resolved. Customer: and I had to pay THEM to get a replacement. Response: At the original quoted price, the customer paid for: a fully functioning [redacted], a screen that was not broken – that was backed by a 6 month warranty. As to a resolution: under normal circumstances we cannot offer anything more than the original service contract “Intake paperwork” guaranteed the customer (i.e., a working device in similar or better condition for the quoted price of ~ $119). In this specific case though, the associate that performed the intake of the device appears to have either failed to obtain the customers signature, or misplaced the original signed document showing the customers agreement to our standard terms. Despite the fact that the customer has indicated receipt of a copy of the intake paperwork, we are willing to provide the customer the refund requested in lieu of any warranty on the replacement device. We are only willing to do this as a result of our having failed to obtain, or having misplaced the original signed copy. The customer would be required to sign a new copy of the paperwork showing $0 cost to her and no warranty on the replacement device. Sincerely, [redacted] Always Batteries DBA Batteries Plus Bulbs

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I do not want to deal directly with this business and I would like the Revdex.com to mediate the resolution. I am willing to sign required papers at the Revdex.com, via fax or mail. I will accept my credit card being credited back or a check from the busines. I will wait for the Revdex.com to contact this business and assist me in obtaining a refund from this business. If the business fulfills the promise to refund me I will consider this complaint resolved. I would like this case to remain open until the company does as promised.Thank you,

Review: Went in with battery, ask them to check if it was charged. They tested it and said it was fully charged.

I bring home, put into generator and it will not start. Check started, it is okay.

Have to call and pay a service call and they tell me the battery is not charged to the tune of $110.00 to tell me that.

So, I have to purchase a new battery.

This had been determined before I went to Batteries Plus, so I go with intention of purchasing the new battery, but ask them to check before I do purchase. Had the testing been done properly, I would not have had to pay the service call.

Sales staff have not been truthful in how this was handled it was not a good customer service approach!!Desired Settlement: Pay to me the $110.00 for the service call that was not necessary.

An apology for the way the whole situation was handled.

Business

Response:

We have apologized for any misunderstandings or miscommunications with this customer prior to theircontacting the Revdex.com, and we reiterate those apologies at theoutset of this response. We have alsoapologized in that we were unable to satisfy her needs in a manner that shefound satisfactory in regards to the free testing we were able to perform onher battery. Customer: Went in with battery,ask them to check if it was charged. They tested it and said it was fullycharged.Response: When testing any type of rechargeable battery, the state ofcharge is determined by the voltage of the battery. This type of test only determines ifthe battery is charged and does not test if the battery is good or bad. In order to test whether abattery is good or bad, you must test its capacity. This is done in one of two ways, depending onthe type of battery. 1) Most batteries designedfor starting an engine are rated in Cranking Amps (CA) or Cold Cranking Amps(CCA), which are a measure of how much energy the battery can discharge in ashort period of time. For these CA/CCA-ratedstarting batteries, a load or conductance tester can be used to determine howmuch energy is available for quick discharge. If the battery is properly charged, this testis relatively quick (a matter of minutes).2) The other method is forbatteries that are commonly used for applications where the discharge is muchslower and the batteries are rated in Ah (Amp hours) which is a measure of howmuch energy the battery is capable of storing. For batteries of this type, the battery mustbe fully charged and then have a fixed draw applied to it while it is fully drained. The amount of time it takes to reach fulldischarge, combined with the fixed discharge current in turn tells you how muchenergy was stored in the battery. The battery presented bythe customer fell into this second category of battery, where the testingrequired to determine if it was a good battery (not if it were just a chargedbattery), required the extended test.When the customer came inasking us to test the state of charge on her battery, the associate did as requestedand informed her that the battery was fully charged, but to actually perform afull test would require that the battery be left for further testing. The customer has stated that the offer to domore in-depth testing was never mentioned at that time, but rather that we onlytold her it was fully charged. It is mybelief, based on the corroborating presence of the store associate and storemanager being present during the exchange, that the customer either did notunderstand, or did not hear, what they told her. Ultimately the customer did not leave herbattery for further testing and instead took it home to try again, based on ourconfirming the battery was fully charged. Customer: I bring home, putinto generator and it will not start. Check started, it is okay. Have to calland pay a service call and they tell me the battery is not charged to the tuneof $110.00 to tell me that. Response: Having not been on site when the technician tested thebattery, we have no way of knowing what method was used to test the battery. We would expect that with the technicianknowing the specs required for starting the generator, that they were able toapply a load test to the battery and determine whether it had enough capacityfor the application in which it was being used. This allowed the technician todetermine good vs. bad much more quickly than we could (we would have testedthe battery for its design parameters, not to the design parameters of thedevice it was being used in – because we are familiar with the batteries, notthe devices). Customer: So, I have topurchase a new battery. This had been determined before I went to BatteriesPlus, so I go with intention of purchasing the new battery, but ask them to checkbefore I do purchase.Response: Not sure where, or by whom the battery had been testedprior to her coming into our location. Whatwe do know is that we did as the customer asked, offered the best answer thatwe could in the amount of time we had the battery, offered to perform a morecomprehensive analysis, and gave the customer the most honest answer possible.Customer: Had the testing beendone properly, I would not have had to pay the service call. Response: All testing that we were able to perform was done properly.Customer: Sales staff have notbeen truthful in how this was handled, it was not a good customer serviceapproach!!Response: Again we have apologized as best as possible, based on howthe customer feels. Our staff has had noreason to lie or misrepresent themselves in this matter whatsoever. This was not our battery (so there was nowarranty liability on our part), the testing was a free service, and they wereas truthful with the customer as they could be. The erred on the side of being conservativewith the customer’s money and did not push for the sale of a new battery basedon the testing they were able to do on the battery. There was no advantage to our telling thecustomer the battery was charged if it was anything shy of the truth. Withoutfail, we always provide the customer the most accurate information that we haveavailable when performing diagnostics, even when - as in this case - it causesthe customer to leave the store having spent no money in our store. There was an initial delayin contacting the consumer after her initial complaint, we have apologized tothe consumer for this delay, and dealt with it internally so that it is notrepeated in the future.Summary: Knowing that in general consumers do not always know theproper terminology or understand what we are telling them, we do our best toeducate them and get them the result that we believe they are actually lookingfor. In this case we clearly failed in that attempt for which we haveapologized. We regret the situation asit evolved, and have advised the customer of that. Given that we were honestwith the customer, the testing done was what the customer requested, this wasnot a warranty of any type, we did not charge or profit from any of this - werespectfully decline the consumer’s request that we pay for the service call toa company other than our own for additional testing.

Review: On June 15th I went to the Batteries Plus in [redacted], VA to have a New Batteries installed in my like new [redacted] as this is a service this company advises that they do. I was given a receipt with a due date of June 28. I called on the due date to find out that my [redacted] could not be located and was then later told a different story that the battery shipment was late but the manager would be taking my [redacted] to Richmond as they had an experienced Tech there and did not want anything to happen to my [redacted] since it was like new except for some fine scratched on the bottom case which were all noted on the paperwork. After numerous calls to them and many excuses I showed up on Saturday July 13 to get my [redacted] and a man with a beard and dark hair gave it to me completely torn up and non working. The entire silver case was all bent up around the sides, bottom and top and the unit was dead. He made excuses they had trouble getting it apart and this was the cause of the damage. I demanded my money back in full and a New [redacted]. At 1st he did not want to give me any money and after asking again in a more demanding way he said he'd refund all by 19.95 to cover the battery. I advised I'd pay nothing and he told me he then needed the battery back. I laid the unit on the counter advised fine and said lets to to [redacted] to get me a new [redacted]. He then refunded all of my money and said good bye to me and never offered to replace my unit. It was not even working when I picked it up and was told I'd have to charge it. It will not charge or power up and has lots of damage none of which was on it when I took it there. I would like help in getting this resolved and getting my [redacted] replaced. I do have an eye witness who was there and experienced the entire ordeal. Thank you so much! [redacted]Desired Settlement: I want a Brand New Working [redacted] just like the one I took to the store. Not a used or refurbished one but a Brand New One as the person I dealt with was RUDE and offered no apology, no replacement. Nothing but excuses and no offer of replacement.

Business

Response:

After speaking with [redacted] from the company on 9/4/13 he stated the customer was issued a full refund along with a refund for the replacement of the [redacted].

Review: This is what I sent to customer support

Hello, My [redacted] and I'm a dissatified customer,

On January 16, 2015 @ 6pm I went to Batteries Plus Bulbs [redacted] to have them fix my [redacted] that had a cracked screen because I saw the advertisement and I called ahead of time to ask how much it would be and I was told 89.99 and I printed a coupon offline. I was told that it should take an hour or two but before I left I was told that they had to keep it overnight and it should be ready tomorrow (1/17/15) at 3pm. Saturday January 17, 2015 I went to work got off at 1pm and had not heard a status so I approximately at 1:30pm I called to see if was ready and I spoke with [redacted] and he told me that they put the screen on and was waiting for the adhesive to dry and that they would call me back in about half an hour......so I waited and time went by no phone call and I went to the store and just when I pulled in the parking lot at 3pm my phone rang and it was [redacted] from the store telling me that the first adhesive didn't work so they were going to try another one and that he would call me back.....so I left and took care of some other business about 4pm or 4:15 I got a call from [redacted] stating that the [redacted] was ready but the adhesive would not stay and was causing the screen to lift and wasn't all the way mounted to the [redacted] so they didn't charge me and if I have a case than that was the only way the screen would stay down ..so I went to the store to pick up the [redacted] and it was not to my liking if you touch the screen it would fall off....so I wanted in writing why they were unable to fix my screen. So my reason for going to the store to have my screen fixed did not turn out that way and even though they but a screen on its bound to break again because it's not secure..and all I wanted was for my screen to be fixed but if they were unable to fix the screen I should have been notified before hand and not after it was done and now I can't use the [redacted] because it will not function at the same level as before I needed the repair....I wasn't treated fairly and my screen still isn't fixed and no one had a good reason why but a lot of excuses...I could have taken it elsewhere but Batteries & Bulbs had a good deal and the reviews were good by the customers and I felt that it was not a good way to treat a customer and all I wanted was my screen fixed and I still don't have that. So I would like an answer on fixing this problem either a new fixed screen or a new [redacted] but I need something done. Or I will be taking action against the store and company in a whole. Please advised on how this matter can be solved!!! I called back and spoke with the [redacted] and she was unsuccessful in fixing my problem so I went back to the store to get my original screen because I had known of the trouble I would have getting the screen fixed than I would have just left the broken screen alone but don't tell me or advertise a we fix screen sign and when I need it done it doesn't happen. Thank you and I hope for a response!!!Desired Settlement: Either new a new [redacted] or a new fixed screen that will fit the [redacted] or the money to get it fixed else where without the falsely advertised we fix screen sign and if can't be done please advise ahead of time

Business

Response:

[redacted] On January 16, 2015 @ 6pm I went toBatteries Plus Bulbs [redacted] to have them fix my [redacted] that had a cracked screen because Isaw the advertisement and I called ahead of time to ask how much it would be andI was told 89.99 and I printed a coupon offline. I was told that it should take an houror two but before I left I was told that they had to keep it overnight and itshould be ready tomorrow (1/17/15) at 3pm.Reply: The customer was told the estimated time for the repair based on available technicians, current customer volume, and number of repairs on hand at the time she called. We have a limited number of technicians in each location, not all associates are trained for this level of repair work. Regretfully repair times can change based on all of the previously mentioned factors. At the time she dropped it off she was quoted a time frame for which her repair should take to be completed.[redacted] Saturday January 17, 2015 I went to work got off at 1pm and had not heard a status so I approximately at 1:30pm I called to see if was ready and I spoke with [redacted] and he told me that they put the screen on and was waiting for the adhesive to dry Reply: The quoted time for this to be ready was 3pm, approximately an hour and a half after the customer started calling [redacted] they would call me back in about half an hour......so I waited and time went by no phone call and I went to the store and just when I pulled in the parking lot at 3pm my phone rang and it was [redacted] from the store telling me that the first adhesive didn't work so they were going to try another one and that he would call me back.....Reply: From the customer’s account, [redacted] did fail to call her back in the self allotted 30 minutes which will be looked into. At 3:00PM all expected labor had been concluded and under normal circumstances the device would have been ready on time and available for pickup at the originally quoted time. However while doing the final inspection of the device it was found that 1 corner of the screen was not adhering to the frame properly. We value our quality of workmanship offered and the technician knew this was not acceptable so he contacted the customer to inform her that he had run into an issue and needed more time to get it resolved.[redacted] I left and took care of some other business about 4pm or 4:15 I got a call from [redacted] stating that the [redacted] was ready but the adhesive would not stay and was causing the screen to lift and wasn't all the way mounted to the [redacted] so they didn't charge meReply: After replacing the adhesive tofix the issue of the one corner not adhering properly, it was discovered thatthe device still had the same issue with the one corner not adhering. At thispoint [redacted] involved 2 other technicians, and myself in the repair. Upon furtherinspection it was discovered that the reason the screen was popping in onecorner was that the frame had a small bend in it which was not providing a flatsurface for the screen to adhere to. This damage was pre-existing and had notbeen apparent in our original inspection of the device. Regretfully howeverscreens are rigid and require a flat surface to adhere to. Given that we wereunable to identify the bent frame prior to starting the repair, had alreadycompleted the repair, and are unable to re-install a cracked screen on a device- we agreed that the device should be returned to the customer at no charge,with the new screen installed. There simply was no way that we were going togive it back in pieces or being less functional than we had received it. Uponcontacting the customer it was explained that there had been pre-existingdamage to the frame that we had been unable to identify prior to taking therepair in that did not allow us to perform the repair to our satisfaction,therefore we were providing the repair free of charge.[redacted] if I have a case than that was the only way the screen would stay down ..so I went to the store to pick up the [redacted] and it was not to my liking if you touch the screen it would fall off....Reply: Given that the one corner couldnot adhere to the device properly and could potentially snag on something itwas suggested to the customer that a case that protected that corner wouldprevent any issues from occurring as a result of the frame being bent. Asidefrom the one corner the rest of the screen was fully adhered and was not in anyway going to “fall off” the device. [redacted] so I wanted in writing whythey were unable to fix my screenReply: We provided the customer inwriting at the time of pickup a sheet detailing that there was pre-existing framedamage that was not repairable causing the screen to not adhere properly whichwas signed and acknowledged by the customer “[redacted]”, the primary technicianthat worked on the device “[redacted]”, and the assistant store manager who is also trainedas a technician “[redacted]”. Please see the [redacted] signed document. [redacted] So my reason for going tothe store to have my screen fixed did not turn out that way and even thoughthey but a screen on its bound to break again because it's not secure..Reply: 90% of the screen is secure andthe device is 100% functional with a brand new screen installed. Given thedamage to the frame this is the best that we can do; hence we provided the service100% free of charge. We simply do not do anything only 90% of the way andexpect it to be good enough. [redacted] all I wanted was for myscreen to be fixed but if they were unable to fix the screen I should have beennotified before hand and not after it was doneReply: It is our policy to inspect eachdevice upon intake, note all apparent issues and caveats, and have the customersign the document representing their understanding/agreement. If we can identify a bent frame prior todoing a repair, by using a frame template (which we did), we will not evenattempt the repair. In this instance theframe damage was not apparent and did not show on any of our initialinspections of the device. Even after the initial repair had been done, it wasso minor that [redacted] thought it was an issue with our adhesive and it wasn’tuntil we had multiple people look at the device that it was discovered that theframe was bent and was the actual issue. [redacted] now I can't use the [redacted]because it will not function at the same level as before I needed therepair....Reply: The device has a brand newscreen on it and is fully functional aside from one corner that will not adhereto the bent frame. I am not sure how this is less functional than a unit with abroken screen.[redacted] I wasn't treated fairly andmy screen still isn't fixed and no one had a good reason why but a lot ofexcuses...Reply: The screen has been replaced“fixed”. The customer has been told multiple times, by multiple people, as wellas in writing that she has a bent frame that is preventing the one corner fromadhering and that the frame cannot be repaired. [redacted] I could have taken itelsewhere but Batteries & Bulbs had a good deal and the reviews were goodby the customers Reply: We appreciate [redacted]’sbusiness and are certainly glad to hear that while new to this, we have alreadydeveloped a reputation for providing a quality service at a fair price. As faras taking it elsewhere for repair: she is certainly out no monies and can stillgo that route, though I know of no repair facilities capable of repairing abent frame.[redacted] I felt that it was not agood way to treat a customer and all I wanted was my screen fixed and I stilldon't have that. Reply: The device has a new screeninstalled and functioning, the frame however cannot be repaired and is theactual issue. We provided all repairs done to the customer’s device free ofcharge since we were unable to identify the frame damage prior to starting therepair. [redacted] So I would like an answer onfixing this problem either a new fixed screen or a new [redacted] but I needsomething done. Or I will be taking action against the store and company in awhole. Please advised on how this matter can be solved!!!Reply: A “new fixed screen” is not theissue, we have already provided that free of charge. The issue is apre-existing bend in the frame that cannot be repaired. We are unable toprovide a “new [redacted]” to replace a device that we did not cause any damageto, and returned in better condition than it was received at no charge to thecustomer. Because we know of no way to repair a bent device (nor of any otherservice providers that can), the only way to have a new screen fit the devicewould be to break the screen at the bend. This solution returns the [redacted] to the customer in the same condition asit was brought in. I don’t believe thecustomer would prefer an [redacted] with a broken screen over one with a brand newfully functioning screen, especially if that brand new fully functioning screenwas provided at no cost. I will provide other options for the customer at theconclusion of this document. [redacted] I called back and spoke withthe [redacted] and she was unsuccessful in fixing myproblem so I went back to the store to get my original screen Reply: We were happy to provide thecustomer with her old broken screen and as we had already replaced the brokenscreen with a new, not fully adhered (but fully functioning) screen at no costto the customer,[redacted] was unable to do anything more than what had alreadybeen done. The store’s technicians / manager had already come to me toauthorize the repair free of charge. [redacted] If I had known of thetrouble I would have getting the screen fixed than I would have just left thebroken screen alone but don't tell me or advertise a we fix screen sign andwhen I need it done it doesn't happen. Reply: The screen was replaced “fixed”and we do provide that service. We however are unable to fix bent frames adifferent issue all together.[redacted] Thank you and I hope for aresponse!!!Reply: In addition to the store’sefforts to satisfy the customer prior to this letter being sent to our corporateoffices, I myself have spoken to her to explain the situation. The customerwould appear to simply want nothing shy of a new [redacted] which as stated before isnot something we can offer. Even in the event that we cause damage to a device duringthe course of the repair, we only agree to provide the customer an equivalentor better refurbished unit as stated in the customer agreement signed by thecustomer when dropping the device off for repairs (see [redacted]). Conclusion: In a continued effort to offer the customer asatisfactory outcome if she would like to:1. Pay the $89.99 and all applicable taxesthat the repair service performed would have normally cost. The customer hasindicated she had a coupon. We will accept a coupon as part of payment if thecoupon is appropriate for the service performed. Though to the best of myknowledge we have no coupons available for [redacted] screen repairs.2. Surrender her device to the company 3. Mark this complaint as resolvedIn return we will:1. Purchase the customer a used 4thgeneration [redacted] touch fully functioning of equal or greater capacity that iscomparable to the customer’s original unit. We will alsoensure that the devices screen is equal to that of a new screen. In an effortof transparency I will say the customer is better off to order this on her ownas they cost less than the cost of repair due to device age, and depreciatedvalue.Sincerely,[redacted]

Review: I purchased a battery a little over a year ago and was told it had a 2 year warranty at the time of purchase. I asked for the best battery he had. I took the battery in a couple of times in the first year, because it wouldn't hold a charge. Each time they looked at it and charged it (even after I told them it wouldn't hold a charge). Within one week of each visit, the battery was dead again. I went in one last time (3rd time) with a dead battery and had just been in 2-3 weeks prior. On the third time I took it in, I told them I wanted a new battery. They called the manager and he coached them to tell me it was abuse of the battery so that he could get out of the warranty. I left the battery and informed them that I will be contacting Revdex.com. I have been buying batteries for 35 years and have never been accused of abusing a battery. This is the poorest business I have ever dealt with. When I went to purchase a new battery from another dealer, he informed me that a lady just came in earlier this month and had the same problem with Batteries Plus. I guess I am not alone in this matter, but hope the woman above also took some action. What does it take to make them more honest?Desired Settlement: I do not want to do any business with this company ever again. I expect a full refund of $99.00, as they do not stand by their warranties.

Review: We purchased 4 batteries to operate our club car golf cart. We purchased the batteries on 1/24/2012 and were told that they were going to work for at least 2 rounds of golf. For the first 6-7 months there were no problems, but then the golf cart would not make it more than 9 holes of golf. We took the batteries in a total of two different times, the first time we were told that passed and were good, the second time we were told they were not guaranteed for more than 18 holes and that they tested fine and the problem was with the golf cart. A certified representative came out to work on the cart and laughed when he saw the marine batteries that Batteries plus had sold us. He was surprised that they worked for as long as they did which was 6 months at best. The owner refused to speak with me about the problem and hung up the phone. We had to purchase new batteries from the certified rep so he could find out if there was anything wrong with the cart. He found nothing wrong except that the battery's installed were for marine vehicles and not golf carts. We believe the store when they told us they were selling us batteries made for golf carts.Desired Settlement: Since the owner refused to speak or acknowledge the fact that he sold us marine batteries and correct the problem we would like a partial refund of 275.00. We estimated only half of the life of the batteries worked for us at all. We really feel we were sold the wrong product at the direction of the owner and should have a full refund, but since the cart did work for a couple of months without failure we feel half would be right.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9694045, and find that this resolution is satisfactory to me. Will my credit card be issued a credit or do I need to do something else?

Regards,