ComplaintsforOhmmu, LLC

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased Ohmmu battery for 2018 Tesla Model 3 8/6/2020 after original 12V reached its end-of-life. Purchased because of claims to last 5 years at same or better performance as OEM. Also because it came with a four-year warranty.From beginning, battery caused repeated, periodic false alerts that it was dying. Patiently worked with Ohmmu over subsequent years, one promised solution after another, receiving their Rev 2 battery 11/18/20, Rev 3 battery 11/8/22 (needed 5 resets in < 3 weeks in order to temporarily clear the false alarm), and their Rev 4 battery on 12/4/22 all due to my complaints that the battery kept false alerting. With each revision, I was told this revision was the solution and none of them worked, but I remained patient and, in hindsight, naive.In mid-December 2023, started getting these false alerts requiring the temporary solution car reset every 2-3 times of using the car making it untenable. Reported the worsened issue to Ohmmu at least by 12/29/23. Since then have gone back and forth via email excessively trying to get Ohmmu to either provide a real solution or honor their warranty (latest email from me 2/2/24 with no response). The original purchase is still under 4-year "100% Full Replacement Coverage on performance failure of any sort" warranty. They need to stop false advertising claiming rev 4 battery solves false alarm issue and need to honor warranty with me. Had to purchase OEM battery to get a functional car even though my Ohmmu is still under warranty and should last several more years.***************************************************************************************** False: "To remedy this potential issue, our 12V Tesla Model 3 / Y (Rev 4+) battery now features a Bluetooth-enabled BMS that connects to the Ohmmu App, a monitoring and diagnostic tool for your battery."************************************************************************************************************** False: "100% Full Replacement Coverage on performance failure of any sort"

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased OHMMU's lithium ion battery for my wife's Tesla Model 3. I was getting an alert that I needed to change the 12V battery. I installed the battery and the alert went away for 2 drives and came back on. When I contacted OHMMU customer service they said that they were coming up with a fix for their next series of batteries to fix this problem.I told them I could not wait for them to fix the problem because when the 12v battery dies you can not use the car. Can not even open the doors. So I purchased a regular 12v battery and requested a refund from OHMMU.The regular 12v battery worked fine and got rid of the 12v battery warning.OHMMU has not replied to several emails except to say that they had received the emails."Good Day,It has been a month since my last request to return the battery that did not work in my Tesla Model 3.The battery did not have Rev 4 and did not fix my 12V failure that the battery was purchased for. Please reply and let me know my next step. Warm regards,**** Sent from Mail for Windows From: K d Sent: Tuesday, July 5, 2022 1:23 PM To: ********************************** Subject: RE: You've received a response to your support request: Low battery alert came back Please respond to my request to return this battery.Your battery did not fix my low voltage battery warning in my model 3.I had to put a lead acid back in the car.I could not wait for your Rev 4. Please advise,**** Sent from Mail for Windows From: Ohmmu Support Sent: Thursday, June 23, 2022 4:48 PM To: *********************** Subject: You've received a response to your support request: Low battery alert came back ---Please reply above this line--- Ohmmu (Ohmmu Support) June 23, 2022 2:48 PM (UTC-07:00) Hi ****, we are again working on a revision to this model (3/Y), Rev4 is undergoing testing now in a dozen customer vehicles locally, so far so good, its been 3 weeks. We are ramping up and adding another dozen next week. You could be added to this "

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Model 3 battery 6/12/21 - all batteries encompass a 4 year warranty 6 months into ownership (12/20) I recieved an alert stating the low voltage battery (what had been purchased) was no longer working and needed to be replaced. With this alert I lost functionality of my heated seats, AC settings (prior to getting in the car) and a few other luxury features. The main concern here was the fact that the 12V is what turns the Model 3 on, so without a properly functioning one, I would be stranded. We received an email from Ohmmu stating they "were aware of the issue and working on a resolution". It was not until 2/28, after I reached out, and multiple previous attempts to contact, that I was sent a hardward adjustment that was anticipated to alleviate the problem.Just under one month later, 3/27, I recieved the alert again, but with loss of many safety related functions, ie no audio at all, no blinker, no screen, no AC, essentially nothing to determine if the car was working in any capacity except for the fact that it was moving forward.It took over a week, and multiple emails, for Ohmuu to even get back to me. I opted to have the battery replaced by Tesla to esnure these issues would be better handled in the future (should they ever again arise). I requested a refund and was denied, paraphrasing (I have the emails if you would like the detail), "this was not Ohmmu's problem at all, Tesla changed their software, which is a known occurance in the compnay, and it faulted the communication between car and battery. If we refunded Model 3/Model Y batteries it would bankrupt the company" They also made me beg for a return label so the battery could be properly recycled.Ohmmu is still selling these batteries, after I'm sure 100's (if not thousands) of these same complaints/issues and leaving customers without answers for days (or weeks). This is a major safety concern and needs to be addressed, as the company has no intention of making it right.

  Business response

  04/24/2022

  We wrote a very long response which BBB said exceeded character limit.  I will be happy to discuss directly if you want to email me at ***********************************.

  Summary:

  Battery was sold to you based on spec of your vehicle on the date of purchase, and battery sold to you on that date still functions the same way as when sold to you, it didnt change.

  Your purchase was far beyond the policy for returns.  

  Warranty options were provided as possible (despite the fact this wasnt a warranty issue as the battery was still good).

  Providing special treatment for customers who complain loudest isnt something we find to be 1. Fair or 2. Ethical; if we cant refund everyone who ever purchased the version of the Model 3/Y version you did, it isnt fair to pick and choose based on loudness of complaints.

  We are always committed to providing the best solution we possibly can for everyones vehicle, the situation that came up with the Mode 3/Y was beyond our control and caused an enormous rift in our companies ability to operate.  Surviving this situation and still existing to hear and respond to complaints like this is actually more impressive than it likely seems.  Customer Service was hugely lacking during this situation as it was not predictable and it was far reaching.  We apologize for delays, we truly are doing our best.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July 2020 I purchased a lithium battery from Ohmmu, LLC with a 48 month warranty. Shortly after purchasing it had to be replaced because Tesla sent me a message my battery need replaced. In late 2021 again said battery needs replaced. Ohmmu said it was a programming problem with Tesla. Three months ago they replaced it with an upgraded battery to correct the problem. Today my car showed the battery needs replaced.The owner of Ommu, LLC **** will not take phone calls and only will communicate with text which he is no longer responding to.I have talked with Tesla and they advised his batteries are not approved for Tesla and I have to buy a Tesla proprietary battery.

  Business response

  04/09/2022

  Hi, this situation is a bit of an unreasonable expectation.  Customer texted and called, this is true, and we responded within a few hours of their initial contact and even set up an appointment with them within 24hrs to personally troubleshoot.  We want customers to expect good service but filing a complaint after waiting just a few hours to hear back from a company for support on a product that is an aftermarket part for a car (non life threatening/sustaining) is a bit too much.  For the record, no one should expect to hear back from our customer support team (even if, unfortunately, you are texting/calling the owner directly, which isn't even appropriate) within hours of submitting a message.  It can take up to 24hrs.  I don't know what else to say in this specific situation except that the expectation of an immediate response is unreasonable with our company.  We wish ******* the very best and we are going to do our very best to support him and his concerns.  

  Customer response

  04/11/2022

  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the
  business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,
  
  I have worked with **** the owner and wish to withdraw the complaint.
  
  Sincerely,
  
  ***************************
  
  
   
  

*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. ↩