Complaints
This profile includes complaints for Renogy's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 127 total complaints in the last 3 years.
- 42 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:06/13/2025
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Simple. Ordered two 200 watt solar panels that didnt work from day one. Contacted them *** said he get them ***laced don't need bad ones back. So i threw tbe box away. 2 days later nothing so I call. They tell me until they get old ones back they will not send news ones. Fine i told them you need to send me a box and pick up. They refuse.Business Response
Date: 06/17/2025
Hello ***,
Thank you for bringing this to our attention, and we sincerely apologize for the frustration and inconvenience you've experienced.
After thoroughly reviewing your case, we can confirm that you were informed the panels no longer need to be returned. A replacement order has already been created for you. Once the new panels ship, we will provide the tracking details so you can monitor the delivery.
We truly regret the initial miscommunication and the delay it caused. Please know that were committed to ensuring this is resolved smoothly and to your satisfaction.
If you have any further questions or concerns, please dont hesitate to reach out through your case (*****************). We appreciate your patience and the opportunity to make this right.
Sincerely,
Renogy Support TeamInitial Complaint
Date:06/11/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a brand new RV in 2023 that contained the entire Renogy **** system with a 400amp hour battery. I then decided to add an extra 400 amp hour battery that I purchased on the Renogy store on Amazon.ca.The RV and Renogy system is less than 2 years old and I already had several components failing which were replaced by the ************, this week, both batteries shutdown and will not be recharged anymore. I have a case open with Renogy (*****************) which upon troubleshooting they are telling me that the battery issue was not a manufacture issue and therefore not covered under warranty.We are talking about $5000 worth of batteries that are less than 2 years old, the batteries depleted, shutdown and wont restart and recharge. These smart batteries are supposed to have protection for shutting down with at least 10% left in them in order to recharge them. We are not talking about weeks or months before the batteries shut down, a couple of days. I refuse the fact they are saying they were mishandled as these batteries should have been able to be recharged after a few days of them shutting down.I requested to speak to a manager and I will not be satisfied until they are fully replaced free of charge with the warrantyBusiness Response
Date: 06/13/2025
Hello Xavier,
Thank you for reaching out through the Better Business Bureau and for giving us the opportunity to address your concerns.
We understand how frustrating it can be to experience issues with your battery system, especially when your expectations are based on the high quality and reliability we strive to provide. After reviewing your case (*****************), we would like to clarify that our internal team has informed you that the replacement of both batteries has been approved.
Additionally, we acknowledge and respect your request to keep the case open while the replacement is being processed. We will ensure the case remains active until the full resolution is complete and youve received your replacements. Rest assured, we remain committed to providing quality support, and your feedback helps us improve.
We truly appreciate your patience and persistence throughout this process. Should you need any further assistance in the meantime, please dont hesitate to reach out through your current case or directly through this platform.
Sincerely,
Renogy Support TeamInitial Complaint
Date:06/05/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i am building a home, after 3 phone calls to renogy and talking to their representatives that stated that their $7500 off grid tiny home would power my 1000 sq ft house with plenty of power I decided to purchase the solar system. *********************************************************************************** both said NO way this system will power the house so I called renogy back. The 4th representative told me that the system they sold me would NOT power the house and that I need to spend another $7500 to power my cottage and I cant return past the 30 days. ***** would pay $7500 for anything that they couldn't use. This system is useless to me. this is a scam company that LIED to make a sale. 2 days later a supervisor hasn't contacted me and no one there speaks english. I am escalating this to the california attorney generals and getting a lawyer to file a lawsuit. stay clear of this fraudulent company. it is a disgraceBusiness Response
Date: 06/10/2025
Hello *******,
Thank you for sharing your concerns with us through the Better Business Bureau. We sincerely apologize for the frustration and confusion this situation has caused. We fully understand the disappointment you feel, and we take your feedback very seriously.
After thoroughly reviewing your case and the previous interactions with Renogy representatives, we confirmed that one of our sales representatives assured you of the system's compatibility for your house based on an example system, without first confirming important details about your energy needs which is essential for system sizing before completing a purchase. We acknowledge that this was a mistake on our part.
After discussing your case with our senior team members, we have decided to approve a return and refund for the full purchase amount, including waiving the restocking fee. This exception is being made to ensure we resolve this issue fairly and to demonstrate our commitment to customer satisfaction.
We regret that youve had a negative experience, and we are dedicated to improving our processes to prevent situations like this from occurring in the future. Our team is also reviewing our communication and sales procedures to ensure that all customers receive the most accurate guidance.
For further information regarding the return and refund process, please expect an email from one of our customer support representatives via your case (*****************). If you have any further questions or need additional assistance, please dont hesitate to reach out to us directly.
We understand how frustrating this situation has been, and we truly appreciate your patience as we work to resolve it.
Best regards,
Renogy Support TeamInitial Complaint
Date:06/04/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 7th we ordered a complete solar system for "tiny home" to recharge over 25%power our 16' RV and then our 280sq ft cabin (we are currently in the building process). Once we received all components we were able to get it ho oked up per their included guide. It appeared to work fine or the first couple of days, we were away from the property for a few days and upon our return the unit no longer had any charge. We had an extremely difficult time getting the battery to recharge past the 25%. We have reached out to Renogy Technical support several times and have spoken with them at our dissatisfaction with their product and our desire to return for a full refund. We were told that in order to do that, certain steps needed to be followed. I received an email with instructions requiring me to have a volt meter for testing their machine. I informed them that per their emailed instructions, I had responded with the photos and video they asked for. I was told I would receive a return call with the following 24 hours. I ended up calling back in 48 hours and spoke with another *** in their Tech support and was told I would receive another email with instructions requesting more photos and videos - I submitted per their request. Was again told I would again receive another phone call - again I didn't receive one and I called them yet again informing them that we simply wanted a full refund without paying a restocking fee or return shipping fees. Again I was told there was another test they needed me to fulfill. I kept telling them that we simply wanted a full refund as we didn't want a unit we would need to "babysit" again I implored how we would like to return their item. Per their advertisement it was essentially "plug & play" and that is NOT at all what we have received. All that being said I have probably contacted the 10+ times and have not gotten a resolution only requests for more testingBusiness Response
Date: 06/06/2025
Hello ****** ******,
Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience youve experienced. We understand how important it is for your solar system to work as expected, especially when it's part of your homes power solution. Your patience and persistence throughout this process have not gone unnoticed, and we genuinely appreciate the time you've taken to share your concerns.
Weve carefully reviewed your case and want to make things right. As approved by our internal team, **** offered two resolution options:
1. Return for Testing
You may return the unit for a full diagnostic evaluation.
* Well cover return shipping.
* Testing takes 710 business days from receipt.
* If found defective and under warranty, well issue a replacement or full refund.
* If found functional, well provide test results, return the unit to you, and youll cover return shipping.
* If you dont want the unit back after testing, we can process a refund minus a 30% depreciation fee.
2. Voluntary Return
You may also return the unit without testing.
* Youll be responsible for return shipping.
* A 1015% restocking fee will apply.
Due to the units weight and size, return shipping must be done via LTL freight. This requires palletizing and shrink-wrapping the unit before pickup. Please let us know if you're able to accommodate this.
We understand this experience has been disappointing, and were committed to finding a fair resolution. This same information has also been sent via email under your current support case.
Please let us know which option you prefer. If you have questions or need assistance preparing the return, were here to help.
Sincerely,
Renogy Support TeamInitial Complaint
Date:06/04/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sent long recorded audios, long videos, and many pictures. There is nothing left that they have not received of evidence proving product failure. I invited them to come look listen and feel the whole thing for themselves. I have had enough repetitious questions. It is like they don't understand english. I already explained how it will not work under any circumstances. But they will not fullfill there own one year warranty. No refund offered and no replacement or exchange offered. I am forced to buy from another company. Hours, days, weeks, and months have gone by wasting my time. I wish I had professional help to put pressure on such an unprofessional company with no customer service.Business Response
Date: 06/09/2025
Hello *****,
Thank you for taking the time to share your experience. We sincerely apologize for the frustration, delays, and lack of resolution youve encountered throughout this process.
We understand how exhausting and disappointing it must have been to repeatedly explain the issue and provide extensive documentation. We also recognize your efforts in clearly demonstrating the product failure, and we regret that your experience did not reflect the level of support we aim to provide.
After a thorough review of your case and the materials submitted, our team has approved a full refund for your 12V 50A DC-DC Battery Charger. To complete the refund, we kindly ask that you provide your bank transfer details through your case (*****************), so we can proceed with processing the reimbursement.
We acknowledge that this matter has taken longer than expected, and for that, we are truly sorry. Please know that it is never our intention to make our customers feel unheard or unsupported. We appreciate your patience and the opportunity to make things right.
Thank you again for your cooperation and understanding. We look forward to your response.
Sincerely,
Renogy Support TeamInitial Complaint
Date:05/12/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Renogy 12V 100Ah SMART LiFePO4 Lithium Iron Battery failed within warranty period. Case ***************** was opened on 3/31/25 and after extensive troubleshooting, the battery shipped to Renogy using the provided shipping label. Issue was verified and RMA093937 was issued for the replacement, however the replacement batter was never shipped. Every time I contact Renogy for the follow up, a different conflicting response is given. One day I am told that the replacement was shipped but tracking information is not yet available, then I am told that item is out of stock. I am requesting for an immediate shipment of the replacement battery of the same of equivalent features.Business Response
Date: 05/12/2025
Hello ******* ********,
Thank you for bringing this to our attention, and we sincerely apologize for the confusion and delays you've experienced.
After reviewing your case (*****************), we can confirm that the replacement for your 12V 100Ah Smart Lithium Iron Phosphate Battery with Self-heating has been scheduled to ship tomorrow. The tracking information has already been sent to your email via the case file, and you should be able to track the shipment shortly.
We understand how frustrating this situation has been and regret the conflicting information provided during your follow-ups. Your feedback has been shared with our team to help us improve our communication and coordination moving forward.
Please dont hesitate to reach out if you need further assistancewere here to help and ensure the rest of this process goes as smoothly as possible.
Thank you for your patience and understanding.
Best regards,
Renogy Support TeamInitial Complaint
Date:05/09/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Renogy,Please get this resolved by today.I should not have to wait this long to get this resolved which I explain below.The new photos you want are below...However, please read my comments below.I am extremely confused why your company is taking so long to respond and get issue resolved.I submitted everything on Tuesday and today is Friday???It should not take this long to get back to me so this brand new portable solar panel can get shipped back to you so I can get another new one that works.Then I even sent you a message yesterday morning and no one responds to me all day yesterday.This is awful that your company treats us customers this slow after we buy one of your products. Then I just looked at the ******************************* and ****** reviews and other customers like myself have had horrible experiences to get a product fixed or replaced by your service team.1.26 out of 5 on the BBB with customers saying it took weeks to get any reply to get anything repaired and fixed and resolved.Then ****** has over 30% of people being dissatisfied. With almost 20% giving Renogy 1 star out of 5.Please get this resolved by today.Please???Is that too much to ask for?I am most likely going to put in my experience on the BBB, ****** reviews after not getting help since Tuesday when I called in and submitted my claim.This brand new 220 watt portable panel was obviously defective right out of the box. It doesn't take 4 days and all these emails and photos to figure this ******* all know that, but unfortunately your company just doesn't care.****** ***** Photos below.I put the multimeter at 20, then 60 then 200...since I forgot what the technical person had me do on Tuesday to test it since that was 3 days ago.Zoom in and you can see the settings.Below that is the horrible ratings from other Renogy customers that have had no help from your company unfortunatelyBusiness Response
Date: 05/12/2025
Hello ****** *****,
Thank you for reaching out and for sharing your concerns. We sincerely apologize for the frustration and delays you've experienced this is not the level of service we strive to provide, and we understand how important it is to resolve your issue quickly.
After reviewing your case, we can confirm that your replacement order has already been processed, and you should receive tracking information within 1-2 business days through your original case. We're truly sorry for any confusion caused during the process and for the time it took to get this resolved.
Your feedback has been shared with our team so we can improve response times and communication moving forward. We appreciate your patience and the opportunity to make this right. If theres anything further we can do to assist you, please dont hesitate to let us know.
Thank you for your understanding and patience.
Best regards,
Renogy Support TeamInitial Complaint
Date:05/08/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got a couple ****** gift cards for Christmas so I decided to spend my gift card on a solar panel through the Renogy ****** store. After waiting a really long time for my solar panel to show up a damaged inverter in a smashed up box arrived. So I immediately tried to return it through ******, but since I bought it using a gift card, it said I would need to have a credit card to cover shipping to make the exchange for the panel that I paid for with a gift card. I do not have a credit card but right beside where I need to put the credit card number in it says customer support provided by ************************* so I reached out to them to try to take care of the issue after about a month of them trying to give me different solar panelsof lesser value. I decided to keep my dented inverter and take Renogys advice an order a panel directly from their site and not on ******. Once again, I tried to order the same panel and after about a month of waiting, I reached out to them and asked them why every time it says they have stock my order does not get fulfilled they just apologized and said they understand my frustrations and told me to wait another three weeks. What am I supposed to do? How much money is this supposed to cost me? How long do I need to wait?Business Response
Date: 05/09/2025
Hello ***** ********,
Thank you for bringing this to our attention. We sincerely apologize for the frustration youve experienced throughout this process. We understand how important timely delivery and clear communication are, and we regret any confusion or inconvenience caused.
Regarding your initial order placed through ******, wed like to clarify that the item you receivedalong with its shipping and fulfillmentwas handled directly by ******, not Renogy. Since the order was fulfilled from ******'s warehouse, any issues related to shipping damage or returns, including the gift card return process, must be addressed through ******* customer service, as they manage all aspects of fulfillment and refunds for orders placed through their platform. We understand this may not have been clear initially, and we apologize for any confusion caused.
As for the most recent solar panel order placed directly through our website, weve reviewed the details and confirmed that it is a pre-order item, with the official release date scheduled for May 13, 2025. This information is also displayed on the product page at the time of purchase. We understand the wait can be frustrating, but please rest assured that your order is in our system and will be fulfilled promptly once the product becomes available.
We have created a new case (*****************) to document your concern and to assist you further. We truly value your business and your patience, and were here to support you every step of the way. If you have any additional questions or would like to explore alternative options, please dont hesitate to reach out through your case.
Sincerely,
Renogy Support TeamInitial Complaint
Date:05/01/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Amazon Order # ***-5286761-3916227 placed on April 13, 2025.I received the product and discovered that the ONLY mounting option is to cut into a wall and feed wiring behind the wall. The wall I have is solid, it cannot installed as designed. Nowhere on ****** or Renogy's website does it call out this design flaw and when I contacted Renogy and chatted with a ******* - this person clearly had no understanding of the product or issue and was told I was responsible for purchasing or engineering a way to mount the item for use. My issue with this is that it was not clearly communicated in any way prior to the sale, all documentation indicates what is needed for installation is included, which it was NOT.For this unexpected situation, I would like to be refunded the amount paid for the product to be used towards having an appropriate mounting solution created.Business Response
Date: 05/02/2025
Hello *****,
Thank you for bringing this matter to our attention. We sincerely apologize for any frustration or inconvenience this situation has caused.
We understand your concerns regarding the installation requirements of the product you purchased, and we apologize for any confusion or misunderstanding.
Our team is currently reviewing your request to determine the most appropriate resolution. A case has been created to closely monitor the situation, and we will provide you with an update via email once our review is complete. For your reference, your case number is *****************. This has also been sent to your email.
We truly appreciate your feedback and the opportunity to improve our customer experience. Thank you for your patience and understanding.
Best regards,
Renogy Support TeamInitial Complaint
Date:04/03/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint regarding a defective Renogy 12V 300Ah battery that I purchased nearly one year ago. The battery has consistently failed to hold a charge and regularly triggers an SOC (State of Charge) alarm. Despite following all of Renogys troubleshooting steps and submitting documentation on multiple occasions, I have received no meaningful support or resolution.Renogys customer service has been unhelpful and dismissive. After submitting the required photos and documents twice, I was told that only one image was received and the rest were allegedly missingdespite my clear compliance with their instructions. Every attempt to seek a solution has led to redundant troubleshooting steps and circular responses from different representatives, with no progress made.I am no longer willing to spend time on ineffective troubleshooting. The battery is clearly dead. My monitoring shunt confirms this fact. This product is under warranty and has not functioned properly for months. It is unacceptable that I have not received a replacement or refund.I am formally requesting that Renogy replace the defective 12V 300Ah battery immediately or issue a full refund. I am providing this complaint to the Better Business Bureau to ensure my case is taken seriously and properly resolved.Business Response
Date: 04/04/2025
Hello **** ******,
Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you've experienced with your case regarding the battery issue. We understand how disappointing it is to deal with a malfunctioning product and feel that your concerns have not been adequately addressed. Please rest assured, we are committed to providing the best service and resolving your concerns. Your feedback is important to us, and we take it seriously as we work to improve our services.
We have reviewed your case number *****************, and we would like to inform you that the return process for testing is currently underway, which you have approved. Please expect an email with the return pickup details for the battery.
Thank you for your cooperation and understanding.
Best regards,
Renogy Support Team
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