BigBattery Avis 

This has been my experience over the last almost 2 months. I ordered a set of lithium batteries for a scissor lift. After no contact post purchase for two weeks and no shipping notification I attempted to find out what was the delay. Nearly a week goes by and no one responds to my inquiries via email. I finally call in to discover that there were some sort of miscommunication between shipping and accounting. By that time I had to read other reviews about the lack of quality and customer service post purchase. So I decided to cancel my order. After canceling and waiting nearly a month for a refund I finally had to call again only to get excuses on why the refund has not been posted. And only after I posted a bad review did anyone reach out and apologize. Two weeks after and still waiting for a refund. Had to file a dispute with my credit card company. Unless you like gambling and losing, do not use this company!

The following is my experience with Big Battery. I first purchased a lithium battery from Big Battery in 2022. I settled on Big Battery as I was interested in purchasing an American made product. I purchased the 48 volt gorilla battery. Shortly, after receiving the battery I was presented with a notification of recall. I was given three options, Option 1: return the battery for a full refund. Option 2: return the battery for repair. Option 3: upgrade to a new, larger battery for an additional fee. If I decided on option three, the new Battery would be sent to me and once I received it, I could return the old battery. This worked well for my situation as I am 100% off grid and rely for my electrical power from the storage battery. I chose option 3. As promised the new Battery was sent to me and once I received it, I packaged the old batteries and they were returned shipping paid for by Big Battery. The new battery I received was the Rhino battery 48 V 276 amp/hr. A few months after receiving the Rhino Battery, it began to deplete its charge in a short period of time. I keep records on each time I need to run a gas powered generator to re-charge the battery and over the course of normal use, I charge the battery once every five days. Suddenly, I am having to recharge the battery in a much shorter time period. The first response I received from the tech services department was that I had something on in my cabin that was making a large draw on the battery. After repeated assurances to the tech service department at all levels that there was very small amperage draw on a 276 amp hr battery, when everything is shut off in my cabin, I was instructed to open the battery housing. Inside, I found a failed bank of lithium battery cells. I was instructed to return the battery for repair. I was required to send photos of the battery and the packing method used, including padding and photographic evidence of the Battery in the box with acceptable padding, before I was sent a prepaid shipping label. Repair of the battery took several weeks. Following repair was a week of testing, then another week delay before the battery was finally shipped. The entire process cost me the use of my cabin electrical systems for a late summer and entire fall season. Four years later, the repaired battery has started to act in the same manner. Presently, when I shut off all electrical power in my cabin, the battery is drained in less than 24 hours. I once again called the technical services department at Big Battery. My experience was to be put on hold with music for a period of time. During the hold I was given a message that no one was available to take my call but if I would press the number two and leave a name and number, someone would return the call as soon as they were able. I pressed the number two. I was then placed back on hold with music. After listening to the music, I was given the same message. I was never given the opportunity to leave a message. I entered a loop hold, music, message, press, two, hold music, message, etc. Reaching the technical service department was impossible. I then started to contact all different departments within Big Battery, including billing, sales, any corporate extension I could find. No person answered the phone. I was always put on hold and given the same instructions. Finally I managed to leave a message with a person in sales who was able to contact tech services and have them finally return my call. As things have resolved, I have decided to purchase a new battery. I have experience with returning a battery for repair to Big Battery and at this point I choose not to repeat that experience. Unfortunately, my new battery will not be American made.

Update: Following Big Batteries response I will confirm they did offer a new Battery replacement. However after three problematic batteries why would I want another. As far as assistance with recycling, I have never heard back from them. Cost me an additional $477.00 to get rid of it. I offered to send it back if they provided a shipping label. Never heard from them. Would you not want to know what the failure was? Or see if I just don’t know what I’m talking about.