ComplaintsforTri-State Battery Supply, Inc.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was having issues with my vehicle starting, due to the battery. I went to Tri State to have it tested and or replaced. While I was taking a phone call, the technician plugged in an electronic device to the under dash of my vehicle, I immediately asked him to unplug that device, and stated that it was unnecessary. He stated that the only way he could replace the battery, was to do this first. I told him no, that I didn't want any device plugged into my vehicle. I ask him why would you plug an electronic device into someone vehicle without asking them, and explain what the device does. As a result of this incident I notice that my remote start doesn't work anymore, and my radio has been acting up. I call and talk to the manager, and she was very nasty with me, and stated that it is possible that it went out on its on, and no fault of theirs. I told her it was working fine before this happened and ask her would they pay for the damage they cause, She said no, no, no. So I'm asking BBB to help me get my vehicle back functioning like it was before this incident....Thank You

  

  Business response

  02/14/2023

  Business Response /* (1000, 5, 2023/01/31) */ Re: Case # 14035177: ******* ****** The customer came in and purchased a new battery and wanted us to install it. We gladly agreed to install it at no additional charge. Most newer vehicles require that you plug in a memory saver - a device that is nothing more than a small 12 volt battery backup pack that keeps 12 volt power supplied to the vehicle's ECM (computer) while removing the old battery. When removing power without a backup source, all vehicles can lose some minor settings such as radio presets and saved seat settings. On some newer vehicles, failure to keep the ECM powered can create very serious issues, up to and including having to have the vehicle towed to dealership to have the computer memory "reflashed". Therefore, we do this on ALL vehicles that come in regardless of year model. This follows professional guidelines as to the proper procedure for replacing the starting battery. This can be verified by talking with a A.S.E. mechanic certified in automotive electrical work. The customer informed us that he had removed the battery for 5 days previously and that his vehicle did not need to have the back up power as he thought it had an auxillary battery somewhere (which it doesn't). He demanded our employee to remove the backup device which we did (considering that he had already previously removed the E.C.M. power source).We finished the installation on his vehicle as requested. Upon completion there was no issues whatsoever. A few weeks (3-4) later, the customer calls up and says his remote start is no longer working and wants us to repair. We tried to explain to him that swapping the battery would not cause such an issue and suggested that it could have simply went out on its own. The vehicle is a 2009 model Dodge pickup, and with 13 years of age, these things are not uncommon. Two of our customer service reps spoke to him on the phone totaling over 30 minutes. He would not listen as we tried to explain the purpose of the backup, and as we tried to explain to him that there simply was no way that this would have caused a problem 3-4 weeks later. He was adamant that we must repair his vehicle. We politely but firmly informed the customer that we would not repair the vehicle as the issue in no way could have been caused on our end. He told us that we should know "that the customer is always right". Obviously, this is not the case. We do always try and give the customer the benefit of the doubt, but in this case, there is no doubt as to whether following factory recommended procedures caused the problem. We hope that he understands and that we can continue earning his business in the future. We really do try our best to excel in customer service.

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