ComplaintsforRenogy

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order for a 200ah lithium battery and Dc/Dc battery charger after seeking technical information from the agent on the phone. After receiving the items, it appears that the items may not be compatible. I have made numerous calls and have got varying information. I asked to talk to an actual technical person but was told they would have to call me back.I made initial calls within 30 days of receiving products but now I am told I am beyond 30 days. I would like to return all Renogy products as there is no support for their products.

  

  Business response

  04/05/2024

  Hi *************************,

  Good day.

  upon checking on your existing ***************** it shows that one of our product specialist already talked to you and able to provide information. i just want to know if you have any questions or concern you may reply to your existing case. 

  Regards,

  Renogy Support Team

   

  Customer response

  04/06/2024

   I am rejecting this response because:
  
  I will keep the products as they are already installed. After speaking with a real tech person, it appears that what I have will work. Time will tell.

  I will however post on sailing websites my experience with Renogy regarding lack of customer service and overall knowledge of their own products.

   

   

  

  Business response

  04/11/2024

  Hi *************************,

  Good day. 

  We apologize for any inconvenience caused and sincerely appreciate your feedback, which will assist us in enhancing our services. Should you have any questions or concerns, please feel free to contact us by phone or email regarding any product inquiries.

  Thank you.

  Regards,

  Renogy Support Team 

  

  Business response

  04/11/2024

  Hi *************************,

  Good day. 

  We apologize for any inconvenience caused and sincerely appreciate your feedback, which will assist us in enhancing our services. Should you have any questions or concerns, please feel free to contact us by phone or email regarding any product inquiries.

  Thank you.

  Regards,

  Renogy Support Team 

  Customer response

  04/11/2024

   I am rejecting this response because:
  
  Based on replies from customer service without an individual confirms my issue with their lack of customer service.

  I received an email from Renogy stating that someone would call me within the next two days. Needless to say, I never received a call.

  I seriously doubt that this company is actually based in the *** based on their emails.

  email From Renogy below.

  Hi Dear Customer,
  
  
  
  This is ****** from Renogy and I hope this email finds you well.
  
  I wanted to inform you that we have successfully processed your recent callback request.
  
  Our phone team is committed to addressing your inquiries and concerns promptly. You can expect a callback within the next 2 to 3 business days. Please ensure that you are available during this time frame to facilitate a smooth and efficient resolution.
  
  Should you have any additional information to provide or if there are specific details you would like our team to be aware of during the callback, please feel free to reply to this email or include the details when our team contacts you.
  
  
  If you have any urgent matters in the meantime or if there's anything else we can assist you with, please don't hesitate to let us know.
  
  Thank you for choosing Renogy.
  
  
  Best regards,
  ******

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 4 Lithium Batteries for my RV on 01/20/2023. I installed the 4 batteries in my RV according to the Renogy documentation and hooked up my Lithium charger and configured per Renogy's instructions. On 03/17/2024, I contacted Renogy about a problem with one of the batteries. One of the 4 batteries does not properly hold a charge. A support representative asked me to perform a test on the batteries, which I did. I took a video of me testing the batteries, which also showed the results of my testing. They requested the video, and I provided it. I promptly heard back from the representative at Renogy, and they confirmed I had a faulty battery and it would be replaced under Renogy's 5 year warranty. As of 03/26/2024, I keep getting a different representative asking me to perform the same testing. I finally called Renogy, and they brought up my ticket, and put me on hold. I waited 20 minutes before they disconnected the call. Renogy is not replacing the battery as they advertise in their 5 year warranty. My case number with Renogy is *****************.

  

  Business response

  03/29/2024

  Hi *******************,

  Good day.

  Upon checking on the case number a replacement was created under SORI566417 and the tracking number is 775729495257 estimated Monday4/1/24 by end of day between 10:10 AM - 2:10 PM. 

  Regards,

  Renogy Support Team

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan. 1, 2024, purchased Lycan 5000 solar generator for $ ********, Jan. 31, 2024, generator hook up accessories $ ******, Two additional 48v. , 50 ah storage batteries for $ ******** for a total of $ 6,513.56.When I first tried to turn on Lycan 5000 after charging for over 4 hours as recommended an 8000watt generator with 20 amps.The Lycan 5000 did not turn on as it was supposed to . First call for support started Feb .20, 2024, I called Renogy support multiple times on different days trying their suggestions but never got the issue resolved and its gotten to where now I have multiple different lights and error code. This morning March 25th around 10:30 am I spoke to ******* in customer support who had no clue either. He said he would forward to upper support group that would contact me. The last to calls to support , someone was supposed to call me And Friday Mar.29th. said they would email me.. no return calls or emails so I called today only to get told upper level support would call.Im 71 years old and this is a lot of money for me to borrow to back up my travel trailer to only deal with a company with no answers.Unit is under warranty because I just purchased it.

  

  Business response

  03/25/2024

  Hi ***************,

  Good day. 

  We apologize for any inconvenience caused, and we want to inform you that our team is currently reviewing your case under the reference number *****************. Please anticipate a call from our Product Specialist within 1-2 business days. If you have any questions or concerns, please feel free to send your inquiries via email regarding *****************.

  Regards,

  Renogy Support Team

  Customer response

  03/27/2024

   I am rejecting this response because:
  
  The issue has not been resolved, my NEW Lycan 5000 still does not work !   Talked to your tech multiple times yesterday trying to get Lycan 5000 to charge with my generator. They dont know what the problem is other than the unit does not even start at now.

  i Spent over $ 6500 on this thing that does not work. NO, STILL HAS NOT BEEN RESOLVED !

   

  

  Business response

  03/28/2024

  Hi ***, 

  Good day. 

  Regarding your existing *****************, our level 2 support is currently providing assistance and will follow up with additional troubleshooting on Friday, March 29, 2024. We apologize for any inconvenience caused and assure you that your concerns will be addressed accordingly. Should you have any questions or concerns, please don't hesitate to reach out to us via phone or email.

  Regards,

  Renogy Support Team

  Customer response

  03/28/2024

   I am rejecting this response because:
  
  I tried numerous things with their different tech support people and could not get the unit to turn on.  He would like me to. Hook up two of the solar panels Friday to see if the lycan 5000 will respond and turn on under solar power. I told him weather permitting I would look at hooking up two panels that I purchased with this lycan ******************************* their shipping box.

  i dont know how that would address the issue that the Lycan 5000 unit will not except a charge from a new 8000 watt

  generator and charge the batteries in this unit.  I told them when I first started the unit it had two charging bars showing in the display. After 4 1/2 hours on the 8000 watt generator it never went past the two of four bars of battery charge capacity because it was not accepting a charge. It dropped to one bar and then no bars when I was talking to one of their several tech people who were trying to figure it out.  Now with this last tech guy that was working on it Tuesday of this week it would not turn on period. Hes going to contact me Friday  to see if I can set up solar panels and test it if its not raining . AGAIN the Lycan 5000 has two internal batteries plus the two additional 48v 50ah batteries I purchased with this unit. I am now concerned that the unit damaged the additional batteries.  This unit is supposed to work on its own without additional batteries or solar panels that are optional , Neither is a requirement for the Lycan 5000 to work.

  they Need to figure it out, I am not a Renogy certified technician to be working on their units if it doesnt work.  I just watched a you tube review where an individual wired up the exact 3500w inverter and he could not get his to take a charge either.

  he removed his new 3000w Growatt inverter that worked and and charged his batteries and the new Renogy 3500 w inverter he was trying would not. The same inverter thats in this unit ! They need to figure it out quick, if it doesnt work replace it ! I tried several things the tech thats calling me Friday on this unit and it does not work much less turn on. I gave them over $ ***** for this unit. I am beyond disappointed and will not buying any more Renogy products !

   

  

  Business response

  04/02/2024

  Hi ***************,

  Good day.

  We apologize for any inconvenience caused, and want to assure you that our Product Specialist is actively addressing your ***************** to expedite resolution. Should you have any questions or concerns, please don't hesitate to reach out to us Monday through Friday between 8 AM and 5 PM.

  Regards,

  Renogy Support Team 

  Customer response

  04/02/2024

   I am rejecting this response because:
   I have. Even on the phone this company regarding their lycan 5000 not working. They can not figure it out. Yesterday the tach suggested they send me an internal part to replace myself. I spent $ ***** on this unit that Does NOT WORK 

  AND dont know what to do to fix. It . Now they are going to have me speak to another tech this week ? I ordered four 320 watt solar panels with support brackets. One of the boxes of support frames did not have the bolts to assemble and attach to solar panels.  When I called them yesterday , I was told they would address it after I sent them a picture of the box without the bolt package to see if they can send them to me.  They are a JOKE, like I would want to steal a set for myself. REALLY !  I cant stand the almost 4 x 5 ft 60 pounds without the support frame.  
  

  NO THEY HAVE NOT SOLVED THE PROBLEM AND THE $ *****0 dollar unit still does not work and they know it. They should send a replacement instead of asking me to replace the inverter and rewiring it for them. I no absolutely nothing about this unit with multiple breakers attached to it.
  

  terrible company and I will never buy anything from them again.. I am out $ *****, retired on social security and 71 years old. I am beyond disappointed !

  
  

  

  Business response

  04/05/2024

  Hi ***************,

  Good day. 

  We apologize for any inconvenience caused, and we want to inform you that our team is currently reviewing your case under the reference number *****************. As of the moment lets wait for their response and our team will make sure that your concern will be fixed as soon as possible.

  
  Regards,
  Renogy Support Team

  Customer response

  04/05/2024

   I am rejecting this response because:
  Besides the $***** I gave them for an inverter unit Lycan **************************************************************** dismantle this unit and install a new one is unbelievable and I am not remotely qualified.

  i Told the tech today *********************************** thats supposed to be figuring out why this unit does not charge the batteries in the Lycan 5000 or the two additional batteries I purchased at $ ***** a piece with either a generator

  or two 320 watt solar panels.. I sent him more pictures this morning that showed error codes and red flashing fault

  light. Every thing he has had me try has not helped.  He said he has to discuss it with his Team for options.

  then There is the issue of missing bolts in one of the boxes that support the solar panels. That is why I only hooked up

  two panels instead of four !  They wanted pictures of the box with no bolts so they could discuss replacement with their Team for approval. That has been three days ago with no response. I cant use the panel without supports. 
  

  I have no clue after giving them $ ***** dollars why they cant replace the Lycan 5000 unit that alone is close to $ ***** by itself ! The whole package was $ ***** dollars. They need to replace this unit and test it before they ship it and pick up the one that does not work . The Lycan 5000 by it self. Weighs over 250 pounds by itself !  Like I said I am 71 years old and have to move and load this thing up by itself. They delivered it with a pallet **** I dont have !

  I cant believe they keep sending me emails stating that issues have been resolved. NOTHING HAS CHANGED AND THE ***** 5000 inverter does not WORK AND I STILL DONT HAVE BOLTS FOR THE ***** PANEL BRACKETS!

  Customer response

  04/11/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. I dont  know why after sending pictures of missing bolts in the box they just didnt send them. I read other reviews with the same issues.

  I finally drove to ********** and purchased enough to assemble my solar panel supports .cost me $ 16 dollars and $10 in gas .

  their 250 pd. lycan 5000 unit does not work ! The 3500 watt internal inverter does not work and their tech ******************* *********

  is not able to figure out why the Lycan 5000 does not charge the four $ ***** lithium batteries.  I sent him pictures of the display on the unit that shows it not charging form my 8000 watt generator without tripping my breakers on my generator .

  they suggested having me the customer remove the panels to expose the 3500 watt inverter and replacing it for them. This has all the wiring for this unit and I am not going to do it. I told him they was a repair company near me that could probably change it for them.I am not an electrician and will not remove and replace the main piece for them . I paid them over & ***** for they product that does not work.  I just told another tech this morning that they need to send me a replacement unit since this one clearly does not work and them have no clue how to fix it ! She ( Venice ) told me she would contact ******************************* to see what to do . Clearly does not work, checked every thing ****** wanted me to while he was on the phone. He cant get it to work they need to replace the Lycan 5000 that they clearly can not get it to work ! I am not shocked after dealing with this company why they have so many negative reviews . They need to replace this unit I paid $ *****0 for !

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Jai achet un convertisseur 1000W l 14 janvier 2023 et il ne fonctionne dj plus (pas de courant 115V la sortie ) . Comme je ne lai presque pas utilis, je trouve que ce nest pas normal. *** essay de contacter le fournisseur Renogy et a ne fonctionne pas.

  

  Business response

  03/25/2024

  Hi ******,

  Comme discut lors de notre conversation tlphonique, votre numro de dossier est *****************. Pour procder, veuillez nous indiquer le meilleur moment pour vous appeler lorsque vous tes devant l'unit. De plus, veuillez fournir le numro de commande associ l'achat du produit que vous ************** pouvez rpondre cet e-mail avec les informations demandes.

  quipe d'assistance Renogy

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Renogy Rover 40amp solar controller on Oct. 11, 2022 from ******** which had a 2 year warranty. This unit failed on 3/16/2024 from an overheating Issue that even damaged the outer case. I was denied a warranty replacement because only based on the Photo of the outer case and without even looking at the unit their representative ****** responded "After thorough analysis by our technical team, it has been determined that the melting of the wiring ports on the controller is attributed to excessive heating caused by high impedance at the ports. This issue typically arises from loose connections, poor contact, or lateral stress at the terminals, all of which are consequences of improper use. Therefore, this situation falls outside the scope of our warranty coverage." Which is basically stating in my opinion, that if you hook it up then the warranty will be void. He then went on to blame the size of my solar array without ignoring that I communicated not only is my solar array sized correctly for this controller, but because of my arrangement it can only operate at around 50% of its rated efficiency and that my solar input through the controller at full sun has always been around 20 amps @ 40 volts. He also advised specifications below this units specified listed capacity. I am a journeyman electrician and have experience diagnosing and repairing electrical devices, so after the warranty denial I opened the case and found heat stress on components deeper in on the main board which may indicate degradation from manufacturing error, which I communicated back to them, asking for re-consideration and to inform them of a potential safety issue. I have yet to hear back from them. My case number with Renogy is #**************

  

  Business response

  03/25/2024

  Hi *****************************,
  
  Good day. 
  
  We apologize for any inconvenience caused. Unfortunately, our Management team has decided not to provide warranty coverage in your case. Regrettably, we are unable to approve your claim for a full refund for the unit. Should you have any questions or concerns, please feel free to reply to your existing *****************.
  
  Regards,
  
  Renogy Support Team

  Customer response

  03/26/2024

   I am rejecting this response because:
  There was indication of heat damage further in on the Board.  Being an Industrial Electrician myself I am conscientious of wiring but Renogys representative blamed the connection of having high impedance, basically saying because I wired it up the warranty is voided because of a possible loose connection or lateral load, and then continued to blame my solar setup without acknowledging that the arrangement of my solar input from my array will never be more than the rated recommended specifications for this controller.   After they rejected the warranty, I opened the controller myself and found heat damage indicating a short circuit or malfunction on the controller board itself which I then communicated specifically with Renogy and uploaded a picture asking for reconsideration.  Although their statement is correct is an inference on what could cause this type of damage without observation.  (Renogy voided my warranty through speculation alone from a picture of the outer case alone I sent in).  I would have been appreciative to have them repair or replace the unit, but because of their own recommendations not to exceed 90V where the printed specification is 100V on this unit that I calculated from, I am concerned about further heat and possible fire safety issues with this controller and have since replaced the controller with a competitor's brand that is running extremely cooler.  That is why I ask for a refund   
  
  

  

  Business response

  04/04/2024

  Hi *****************************,
  
  Good day. 
  
  We apologize for any inconvenience caused. Unfortunately, our Management team has decided not to provide warranty coverage in your case. Regrettably, we are unable to approve your claim for a full refund for the unit. Should you have any questions or concerns, please feel free to reply to your existing *****************.
  
  Regards,
  
  Renogy Support Team

  Customer response

  04/04/2024

   I am rejecting this response because:
  
   Renogys response has not changed.   After investigating reviews online I see that there are a lot of complaints where they don't honor their warranty.   

  

  Business response

  04/08/2024

  Hi,

  We apologize for any inconvenience caused. According to our product specialist's diagnosis, the melting of the wiring ports on the controller was due to excessive heating caused by high impedance at the ports. This issue typically arises from loose connections, poor contact, or lateral stress at the terminals, which are results of improper use. Therefore, this situation falls outside the scope of our warranty coverage.

  Furthermore, when eight solar panels are connected in series, both the rated power and open-circuit voltage of the ** system exceed the limits of the Rover40 controller, which poses a risk of damaging the controller. We recommend reducing the number of solar panels to ensure that the total rated power does not exceed 1040W and the open-circuit voltage does not exceed 90V.

  On this case we are unable to provide the warranty claim on your end if you have any question or concern you may send us an email under your *****************.

  Regards,

  Renogy Support Team

• Initial Complaint

  03/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Transaction date: 2/8/24 Items purchased: Two 200ah Lithium Iron Phosphate batteries & one 2000 watt inverter/charger Inverter/Charger Delivered on: 2/13/24 2 LiFePo4 Delivered on: 2/15/24 Total Transaction Cost: $1898.82 Renogy committed to providing 2 new LiFePo4 200ah batteries and 1 new 2000 watt inverter/charger. The items have not been used, original packaging is still intact, but company is refusing to accept return. Unfortunately it took me a few more weeks to open up batteries and begin charging them, and once I connected I saw an issue on the charger/dc monitor. The dispute is regarding the quality of product leading to a severe lack of trust in the electrical components not working properly under load. The inverter/charger was damaged (they did issue 10% refund), but I just became aware of one of the batteries not working properly when I connected a battery charger/dc monitor (this info and screen shot was provided to Renogy already). Business has offered technical support to help identify battery issue, but I don't want support as I have lost confidence in product working properly, especially knowing damage that inverter/charger has already sustained (they also have picture evidence of this damage).

  

  Business response

  03/21/2024

  Hello ******,
  
  I hope this message finds you well.
  
  We're following up regarding your open case (*****************) concerning the reported issue with your Renogy 12V 200Ah Deep Cycle Lithium Iron Phosphate Battery Core Series not reaching a full charge.
  
  Despite our attempts to reach you via phone, our calls have been routed to voicemail. We would appreciate further details regarding the problem at hand. Please respond to this email to provide additional information. Additionally, if you prefer direct communication, please share your preferred callback number along with a suitable time, and we will arrange a callback accordingly.
  
  Thank you for your cooperation.
  
  Regards,

  Amber

  Customer response

  03/21/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Case #********* RMA# RMA066299 Sku# RNG-INVT-3000-12V-P2-US Order# ******** Refund $ ****** I was approved to send back the 3000W Inverter I purchased for a full refund. I was told the refund would process when the package was shipped. I shipped the package on 02/16. It is 03/04 and no refund has posted. I called customer support on 02/29 and was told I would receive and email the next day 02/28. I have not received an email.My experience with Renogy has been horrible. I had issues with my solar panel and batter. Both were offered for replacement and new ones would be shipped out. After a month and a half, neither product arrived at the address I gave. It was then that I was told that I would receive a refund, not replacements, for those products. I had 15 case numbers for this issue. FIFTEEN!!!Once again, I do not want to be a customer with ********************** ever again. Yet I'm still waiting for your company to fulfill it's promise of a refund that is now 16 days since the package was shipped. Your company clearly has issues and I will NEVER buy from you again.

  

  Business response

  03/05/2024

  Hi *************************,

  Good day.

  After reviewing your *****************, I would like to inform you that the refund was initiated on March 3, 2024, at 5:43 pm. Please anticipate the receipt of the refunded amount in your account within 7-10 business days, which encompasses the necessary bank processing time.

  Regards,

  Renogy Support Team

  Customer response

  03/05/2024

   I am rejecting this response because:
  
  I was told the refund would process on February 16th. 

  

  Business response

  03/21/2024

  Hi ******,

  Please see the attached file for the confirmation of refund for this claim.

  Thank you.

  Regards,
  
  Amber

  Customer response

  03/21/2024

   I am rejecting this response because:
  
  While i did recieve my refund, it was 3 weeks late. Renogy is a horrible company. Not only has your products failed but the customer service, returns, replacements and refunds have had multiple issues. I'm not satisfied with the brush off and inability to take responsibility for your failures! 

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Warranty claim, sent solar batteries back for "testing". Have been told didn't have batteries, would get refund. Bought new batteries from another company. Was then told they "found" batteries. Now again they "don't" have batteries, Every time company is contacted I get different answers. NO ONE there has ANY idea what's going on as a company. They now have my batteries and my 700 dollars.

  

  Business response

  02/27/2024

  Hi ************,

  Good day.

  e apologize for any inconvenience caused. After reviewing your concern, we would like to inform you that one of our support team members is actively addressing your *****************. We will contact you using this case number to provide a timely update as soon as possible.

  Thank you for your patience.

  Regards,

  Renogy Support Team

• Initial Complaint

  02/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased this power station from Overstock.com on Jan 2023 because of the inclement weather we were having in **********. I had the Renogy, Phoenix ******************** my garage fulled charged just incase of a power outage, but didn't need it until the night of Feb 19th 2024 when our power went out in *********, **. When I tried to turn the power station on, it would not operate. I looked up "operating a Renogy ******* 500 on ******* and saw others were having the same issue. It was after hours (5:00 pst) when I made my first call to the manufacturer, so I had to wait until the next morning. The customer service agent (*****) stated that they were having problems with that model and assigned a case number to my complaint (*****************) and asked that I upload my purchase receipt and a video of me operating the item. I uploaded the purchase receipt and the very next day I was told it was out of warranty. My argument was that I never had to use it, and it's the same if it had sat on a store shelf up to that day, and it didn't work when someone tried to use it. Renogy is well aware of the problem and are denying responsibility.

  

  Business response

  02/28/2024

  Hi *****,

  Good day.

  Upon checking under ***************** it shows that the replacement was delivered already to you on Wednesday2/28/24 at 9:47 AM. we will still reach out to you through email using the case number I've provided. If you have any questions or concerns please don't hesitate to reach us out.

  Regards,

  Renogy  Support Team

  Customer response

  02/29/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am hopeful that this replacement unit does not stop operating like the original one. I did receive it on the 28th, but am just able to charge and test it (29th). The original purchase sat in my garage for a year, due to us not having any power outages, but it failed to work when I needed it. I just hope I don't go through that again.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  renogy batteries purchased oct 4 and oct 30. seeked tech support direct from company for defective batteries. after a month of trouble shooting it was decided that i should return the batteries. they specifically asked for invoices from amazon purchases (as i had ordered through third party). they received these acknowledged and we began return process. i was told i would be receiving a refund for them to my paypal account. provided the necessary info for this. batteries sent, they acknowledged that they received them and would process the refund to my paypal account shortly. after another month they told me they could not do this. i was told that i could order online and receive a 5% discount.... i have uploaded the detail of this entire discussion from the onsite, as well as a summary for review.

  

  Business response

  02/28/2024

  Hi *******,

  Good day.

  Upon checking on your existing ***************** they are just asking for your PayPal account and they will start processing the refund to you. for any updates or questions that you might have feel free to reach us out under your case number. 

  Regards,

  Renogy Support Team

*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. ↩