Renogy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12312707, and find that this resolution is satisfactory to me Thanks For Your Help In This Matter [redacted] ***

Good Morning Bertha,We have attempted to run as many tests on the initial inverter sent back by [redacted] and would not have our batteries act in the exact same fashionWe reached out to our manufacturer and this issue was not clear to them eitherI personally as supervisor was out for some time on unexpected leave for illness and have just returned to the office.We are still looking into this issue for the inverter charger as we have sold many of them and have not had this issue before or since but still want to do our due diligence.As our warranty stands the inverter [redacted] had does not seem to exhibit any of the mentioned issues and would fall under a replacement/return if he would like to send that inverter backNow my absence did create a delay in communication between our manufacturers as well as [redacted] and we do sincerely apologize for thatIn pursuit of a proper resolution for this matter we are going to send out a prepaid return label to get the replacement inverter back into our warehouse and have agreed with [redacted] to write him a full refund check and send that out to him as soon as we are able to check that back in into our warehouse.Please let me know if you have any questions or if I have left anything out.- [redacted]

Recently I tried a pair of their lithium iron phosphate batteries which failed and I returnedDuring failure (suddenly no power and charge failure), my diesel heater in my vehicle was shut off during operation causing permanent damage; therefore I submitted several support tickets to file a claim with Renogy, their insurance or the manufacturer of the battery Diesel heaters must have a cool-down period before completely turning off to avoid damageWhen shut off by force as in this case, the diesel fuel pumped in continues to burn without an electric fan, causing overheating and damage The heater is Planar brand, model 4kw which cost $new today and is one year old of depreciationsee eBay listings in order of cheapest price and shipping first: https://www.ebay.com/sch/i.html?_odkw=planar+diesel+heater+4d&_sop=15&_osacat=0&...⇄

I purchased a Rover Amp charge controller from Renogy I followed the manual to the letter while installing and using the unit The unit failed, and after a terrible customer service experience, Renogy exchanged it for an identical replacement unit The second unit failed after only a week of use After yet another horrible customer service experience, Renogy agreed to exchange the second unit for a comparable, but different model unit I agreed with the decision to exchange my Rover for a different unit, as the Rover is known to have the issue I was experiencingI have now received and installed the replacement unit To keep it short, today I received an email from the customer service manager stating that they have now voided my warranty He claims to be voiding my warranty under grounds of "user error." I spoke with him over the phone today and explained that I followed the user manual exactly, and he agreed that I did nothing wrong with the installation or use acc

Official Response to Customer Complaint: [redacted] purchased a Rover Amp charge controller (Retail Price $209.99) from Renogy on 5/5/ The earliest record of contact was in December of where he called into Tech Support and claimed he was having problems with his controller stating that “the controller keeps burning out.” When asked about the exact nature of his problem he stated many times that he had “set up his application properly” however, when asked exactly how he set up his system he would not provide specificationsHe would simply state that he had “hooked up my system properly, the controller keeps failing.” Mr [redacted] was sent out a replacement Rover Amp charge controller on 12/28/as it was within the year replacement warranty with expedited shipping as he was without power for his appliances On January 9, 2018, after receiving the replacement Rover Amp charge controller, Mr [redacted] contacted Tech Support again with the same problemA customer service representative suggested to upgrade Mr [redacted] to a Commander Amp charge controller (Retail Price $219.99) free of chargeHe was sent out a Commander with 2-day shipping and received his controller Upon receiving the Commander 40, Mr [redacted] called in stating that his Commander was sent out without a Tracer-meter which is an add on productThe Tracer-meter was sent to Mr [redacted] at no cost on January 11, During the last conversation with Mr [redacted] it was concluded that the previous controllers were failing due to user error Information that he had omitted from previous conversations was revealed and it was explained to him that the method of application he was using was improper and that “user error” voids the warrantyIf he had provided this information previously, he still would have received a replacement controller for his Rover 40, however, he would no longer be covered under warranty should he damage the load terminal againMr [redacted] made reference to an admission that our user manual was in errorThis is not the caseOur Tech Support Supervisor explained that while he did not have the Manual open in front of him he could with certainty explain why the Load Terminal was being damaged due to improper application (Note: The user Manual cannot list all of the possible improper applications as there a far too many and some possibly unknown) As Mr [redacted] requested to speak to someone in upper management our Support Supervisor let him know that he would be dealing directly with him since he was the most familiar with his situation going forward and we would address his controller issues as needed Resolution: Mr [redacted] was provided an upgraded component at no additional cost to him and then provided an add on component at no costHe was also made aware that his current application of the product was causing the products to fail and that moving forward that application would void the warrantyMr [redacted] appears to be displeased that the user manual does not specifically list the application he was attempting to use as voiding the warranty (which is not even applicable is this case as he received replacement products) While Mr [redacted] was critical of the level of customer service, we believe that we assisted him in every way possible at our own cost, to include an Upgrade and expedited shipping Thank you for the opportunity to respond to this complaint

Placed my first ever order with Renogy for a portable solar suitcase along with the charge controller and requisite cabling for installation in my RV. In total the order had five items. Once I unpacked the order it was obvious that I had received only one of two cables identical cables I had ordered. I called customer service to get the second cable shipped. While waiting on the phone I kept hearing over and over that customer service was their priority. Once I spoke to a representative I received a weak apology for the mistake and the promise they would try to ship another cable. There was no offer to expedite shipping since it was their mistake or anything else to make it better even after I expressed that timing was an issue. I have never received any further communication about that shipment. When I went to install the rest of the components (trusting that the cable would appear before our trip) I discovered that the charge controller they shipped was also not the one I ordered but what looks like an older model. Again I called customer service and got the same weak apology and a promise to ship the correct one once I ship the incorrect one back to them. When I asked the customer service rep about why the delay in shipping the correct part until after I ship back the incorrect one I was told it was "policy". So now I will not be able to use the product as I had planned. Again no offer for expedited shipping. So customer service is definitely not a priority. I left a review on their site but they deleted it.

Good morning Bertha, This email is in regard to Case ID [redacted] An accounting representative at our company, RNG Group Inc., have made contact with [redacted] We decided to handle the matter with the customer directlyWhile speaking with him on December 21st, 2017; both parties agreed to the disputed amount of $to be mailed as a checkAfter the conversation, we mailed him the check in full on December 21st, to the address he providedThis check was delivered on December 27th, We ask that this case is to be closed since both parties cooperated with one another and came to an agreement; as well as the complaint being resolved by the check delivered to the customerIf you need to contact us, feel free to call ###-###-#### Sincerely, -- [redacted] Accounting Representative Phone: ###-###-####

Initiated an online purchase; Provided the required information, the company sent me an email and a PDF document requesting I provide my personal / credit card information and sign this document and email back to them to file
They were provided the required information via Https - secure transaction (I hope!)
Why would they want my card on a Paper File?
Why would they request it via standard email, that is subject to proliferation?
At the least, this is a very bad security practice - and seems to be on the verge of ID theft
I called the company to verify the authenticity of the email, and they verified that this was their practice I also emailed the company via the business office email They verified again, that this was their practice
I called the company

I purchased batteries, along with several other items from Renogy on April 1st and April 3rd, 2018, totaling approximately $2238.00, along with more Renogy items from Amazon, which brought my total to over $3,
I purchased these items to make a complete off-grid Solar System, which has taken some time to installI took the batteries to my electrician (6/15/2018), and upon removing them from the box, we noticed that one of the batteries had a hole in the bottom corner
I contacted Renogy, speaking with a customer service rep, who said they will not replace the defective battery
I asked for a supervisor, and got *** ***, who also refuses to help, stating that after days, nothing can be done, and I have to purchase a new battery, which costs $He was not willing to budge, even though I spent $just on batteries alone
He said that I should have looked at them in the first daysI informed him that they weigh lbs each, and before getting a

I purchased a Rover Amp charge controller from Renogy I followed the manual to the letter while installing and using the unit The unit failed, and after a terrible customer service experience, Renogy exchanged it for an identical replacement unit The second unit failed after only a week of use After yet another horrible customer service experience, Renogy agreed to exchange the second unit for a comparable, but different model unit I agreed with the decision to exchange my Rover for a different unit, as the Rover is known to have the issue I was experiencingI have now received and installed the replacement unit
To keep it short, today I received an email from the customer service manager stating that they have now voided my warranty He claims to be voiding my warranty under grounds of "user error." I spoke with him over the phone today and explained that I followed the user manual exactly, and he agreed that I did nothing wrong with the installation or use acc

Recently I tried a pair of their lithium iron phosphate batteries which failed and I returnedDuring failure (suddenly no power and charge failure), my diesel heater in my vehicle was shut off during operation causing permanent damage; therefore I submitted several support tickets to file a claim with Renogy, their insurance or the manufacturer of the battery
Diesel heaters must have a cool-down period before completely turning off to avoid damageWhen shut off by force as in this case, the diesel fuel pumped in continues to burn without an electric fan, causing overheating and damage
The heater is Planar brand, model 4kw which cost $new today and is one year old of depreciationsee eBay listings in order of cheapest price and shipping first: https://www.ebay.com/sch/i.html?_odkw=planar+diesel+heater+4d&_sop=15&_osacat=0&...⇄

I dealt with Renogy thru Home Depot which advertises many of their products online as well as those of WindyNation and Grape Solar which have very similar productsI recently placed an order thru Home Depot which included solar energy products from Grape Solar as well MCbranch connectors from RenogyThere were no problems with either the processing and delivery of the Grape Solar products or the quality of what they shipped to meSadly there was a big problem with the Renogy portion of the orderI received an email that stated the Renogy portion of the order had been deliveredBut when you click on the UPS tracking number it gives the wrong destination in the wrong state and cityI did not receive the items at allI submitted complaints to both Home Depot and Renogy regarding the problemRenogy said they would take care of the problem promptly but they didn'tThere was excessive delay on their part getting the items shipped to the correct addressI became so irritated at their delays I asked Home Depot to cancel the Renogy portion of the order and give a refundHome Depot granted my requestThere is a very good chance that Renogy has lost future salesThe items I had ordered from them are available from quite a few alternative suppliers where I have not had any problems with products shipped to the wrong address or excessive delay getting the items shipped to me

Renogy's sales team purposefully misleads their customers in order to make salesEvery time a call is made to them, you are given different answers, with clearly wrong informationAside from that, almost no matter what size system you need, they will tell you that their watt (6x100w) package will be enoughI highly recommend that you stay away from RenogyIf you read their Amazon reviews it is easy to confirm this information because they admit that they are in the wrong, but never offer any solutionsAn apology does not give people working solar setupsShame on Renogy for saying whatever it takes to make a buck

Purchased a Renogy Pure Sine Wave Inverter Charger 3-24-Installed and worked for weeks then the energy saver mode was turning off and on so the inverter will not provide powerHad to keep it turned on all the time to get power Called customer service and returned the inverter for a replacement onethis one did the same thing so I called again and they said I would have to pay freight to them for them to check it outThey also said the one I sent back was fineSO they tested it for weeks to duplicate the problem which they claim did not happenI asked for a refund and they said that they don't refundThey said they would contact the manufacture to get more infoI waited weeks with return call so I called them and they said the factory says everything is fineIn the mean time I did some research and found this a common problem with this productSo I have to turn the inverter off every night and turn on in the morning so it won't drain my batteryFor your informati

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12507587, and find that this resolution is satisfactory to meThere is an issue with receiving the check in the mail, but I have faith in Renogy enough to go ahead and close the Revdex.com case and wait to receive the check eventually

Placed my first ever order with Renogy for a portable solar suitcase along with the charge controller and requisite cabling for installation in my RVIn total the order had five itemsOnce I unpacked the order it was obvious that I had received only one of two cables identical cables I had orderedI called customer service to get the second cable shippedWhile waiting on the phone I kept hearing over and over that customer service was their priorityOnce I spoke to a representative I received a weak apology for the mistake and the promise they would try to ship another cableThere was no offer to expedite shipping since it was their mistake or anything else to make it better even after I expressed that timing was an issueI have never received any further communication about that shipmentWhen I went to install the rest of the components (trusting that the cable would appear before our trip) I discovered that the charge controller they shipped was also not the one I ordered but what looks like an older modelAgain I called customer service and got the same weak apology and a promise to ship the correct one once I ship the incorrect one back to themWhen I asked the customer service rep about why the delay in shipping the correct part until after I ship back the incorrect one I was told it was "policy"So now I will not be able to use the product as I had plannedAgain no offer for expedited shippingSo customer service is definitely not a priorityI left a review on their site but they deleted it

We ordered solar panels from Renogy through their representative Will GuoWe got a PI and paid according to the instructions through Western Union
As we did not receive the goods, we contacted Renogy several times to be told that they did not receive the paymentUpon sending them payment confirmation they answered that this is an incorrect accountThe instructions for payment were sent from Renogy account executive that now claims that his email was compromised and somebody else was sending the PI and payment infoStrangely though, he seems to be aware of the entire process and he was following the same email string that was used to exchange payment information

Initial Business Response /* (1000, 5, 2014/11/04) */
Hi,
There was a listing error on EBAY.com for a quantity of panels being sold for the price of This unit was under valued by a couple thousand dollarsBecause of this, the second we noticed the mistake, we called and apologized
to the customer and offered a full refundThe items were never shipped out, and the customer got all their money back
Thanks,
Renogy

Official Response to Customer Complaint:
 
[redacted] purchased a Rover 40 Amp charge controller (Retail
Price $209.99) from Renogy on 5/5/17.  The
earliest record of contact was in December of 2017 where he called into Tech
Support and claimed he was having problems with his...

controller stating that
“the controller keeps burning out.”  When
asked about the exact nature of his problem he stated many times that he had
“set up his application properly” however, when asked exactly how he set up his
system he would not provide specifications. He would simply state that he had
“hooked up my system properly, the controller keeps failing.”  Mr. [redacted] was sent out a replacement Rover
40 Amp charge controller on 12/28/17 as it was within the year replacement
warranty with expedited shipping as he was without power for his appliances.
On January 9, 2018, after receiving the replacement Rover 40
Amp charge controller, Mr. [redacted] contacted Tech Support again with the same
problem. A customer service representative suggested to upgrade Mr. [redacted] to
a Commander 40 Amp charge controller (Retail Price $219.99) free of charge. He
was sent out a Commander 40 with 2-day shipping and received his controller.
Upon receiving the Commander 40, Mr. [redacted] called in
stating that his Commander 40 was sent out without a Tracer-meter which is an
add on product. The Tracer-meter was sent to Mr. [redacted] at no cost on January
11, 2018.
During the last conversation with Mr. [redacted] it was
concluded that the previous controllers were failing due to user error.
Information that he had omitted from previous conversations was revealed and it
was explained to him that the method of application he was using was improper
and that “user error” voids the warranty. If he had provided this information
previously, he still would have received a replacement controller for his Rover
40, however, he would no longer be covered under warranty should he damage the
load terminal again. Mr. [redacted] made reference to an admission that our user
manual was in error. This is not the case. Our Tech Support Supervisor
explained that while he did not have the Manual open in front of him he could
with certainty explain why the Load Terminal was being damaged due to improper
application (Note: The user Manual cannot list all of the possible improper
applications as there a far too many and some possibly unknown).
As Mr. [redacted] requested to speak to someone in upper
management our Support Supervisor let him know that he would be dealing
directly with him since he was the most familiar with his situation going
forward and we would address his controller issues as needed.
Resolution:
Mr. [redacted] was provided an upgraded component at no additional
cost to him and then provided an add on component at no cost. He was also made
aware that his current application of the product was causing the products to
fail and that moving forward that application would void the warranty. Mr.
[redacted] appears to be displeased that the user manual does not specifically
list the application he was attempting to use as voiding the warranty (which is
not even applicable is this case as he received replacement products)
While Mr. [redacted] was critical of the level of customer
service, we believe that we assisted him in every way possible at our own cost,
to include an Upgrade and expedited shipping.
Thank you for the opportunity to respond to this complaint.

Good Morning Bertha,We have attempted to run as many tests on the initial inverter sent back by [redacted] and would not have our batteries act in the exact same fashion. We reached out to our manufacturer and this issue was not clear to them either. I personally as supervisor was out for some time...

on unexpected leave for illness and have just returned to the office.We are still looking into this issue for the inverter charger as we have sold many of them and have not had this issue before or since but still want to do our due diligence.As our warranty stands the inverter [redacted] had does not seem to exhibit any of the mentioned issues and would fall under a replacement/return if he would like to send that inverter back. Now my absence did create a delay in communication between our manufacturers as well as [redacted] and we do sincerely apologize for that. In pursuit of a proper resolution for this matter we are going to send out a prepaid return label to get the replacement inverter back into our warehouse and have agreed with [redacted] to write him a full refund check and send that out to him as soon as we are able to check that back in into our warehouse.Please let me know if you have any questions or if I have left anything out.-[redacted]