ComplaintsforGreentec Auto

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around late June of 2023 My 2015 ***** Spark had its main EV battery fail. After working with the extended warranty they settled on using Greentec Auto in ********* to repair the vehicle because the price quote was under the limit of the warranty. It took Greentec until late august to build a battery and get it installed. I was told the reasoning was the first battery that was sent was the wrong one for the car. Then it took the mechanic weeks to get it installed. Then it needed programming. I was then told upon return that the mileage counter was off because the car had to "learn the battery" which confused me since the programmed it. I got the car early September. But after a short time the replacement battery failed. Greentec had issued a 3 year warranty on this battery so the process started to replace the replacement. This process began in late October. It is now January 9th **** and as far as I know no battery has been shipped to the local shop. I've spoken repeatedly to a representative named ****** with the company who kept giving me excuses but appears to no longer be responding. To recap. Over $11k has been taken out of my extended warranty. A bad battery was installed. Now it seems like there isn't much intention to honor the warranty issued by Greentec. If there is then there is exceptional foot dragging. If the agreement is not honored by Feb 1st with a fully functional(not bad) battery installed in my car and fully operational, my next intention is an FTC complaint and filed suit for fraud and failure to honor the warranty. I understand it takes a while to build a battery and test it but 4 months is beyond reasonable.

  Customer response

  01/18/2024

  Better Business Bureau: My name is ******************************* I would like to delete my complaint number *******. GreenTec has made direct contact and appears to be moving forward with the battery replacement now. Attached below is an image of the original complaint from my screen. Thank you.
  

• Initial Complaint

  03/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We had our 2012 ***** Volt shipped in for a replacement battery installation to Greentec's *******, ** location and had it returned with the key fob lost or missing. I've been in contact with the shop as well as the delivery driver. Greentec states that the key fob was set in the cupholder. The driver states that the car started when it was loaded onto the trailer, but the key fob was nowhere to be found. I had to bring a spare fob with me to get the car started and unloaded from the trailer.I have looked in the car several times for the key fob and only found a key fob for a vehicle none of us own, which Greentec states that they are not missing, that it is not theirs. My wife and I have called several times and sent e-mails regarding the missing key fob, but have been met with the insistence that it was left in the cupholder. If it had been left in the cupholder, the driver should've been able to find it. The driver states that it was nowhere to be found. This was stated before I ever received the car. There is also an issue regarding the payment to the driver for the delivery, which was paid in full to Greentec, but the driver says that he had not received payment from Greentec for delivery. I have maintained contact with the driver, and as of 3/24/23, he states that he has still not received payment from Greentec for the delivery. I am angry on his behalf, as he technically did not have to release the vehicle to me without payment, but he did anyway. Further attempts to contact Greentec via email seem to have been ignored be them. As of now, we're down to one key fob rather than two and need to find a solution to this, be it receiving the original key fob that was sent with the vehicle originally or an OEM replacement, including any programming and/or key-cutting costs being paid by Greentec. I would also like to know that the driver was compensated for his delivery of the vehicle.

  Business response

  04/11/2023

  Good Afternoon,

  ************** had looked up and down the shop to make sure the key wasn't left and we weren't seeing anything. I contacted the driver, and defensively he denied having the key as well, even though he was threatening to keep the key until payment.  When made aware of the situation and the complaint, I responded to ************************* via telephone regarding the situation. I explained that we are sorry for the key being misplaced and made arrangements at a local locksmith, *********** - located at ********************************************************** *****, and scheduled an appointment to have a new key cut and programmed to the vehicle. We mailed them a key and a check for the cost of replacement and programming. I contacted both parties, ************************* and ***********, and both verified it was handled in a timely manner and everything went smoothly. As for the original tow truck driver payment, we checked our bank account and we do show that the check made out to JMcClures Transport LLC was cashed the same day the complaint was made. We did verify the driver collected his payment. 

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  urchase a "New Hybrid replacement batter. Battery failed. Replaced and another one failed. Ms ******************** told me when I bought it it was a new batter to factory specifications which is a 10 year warranty. Now GT informs me despite the need for 3 batteries in just over 36 months, no warranty applies and wants more than anybody else in town to replace at significantly higher than original price. I have a witness who will testify the new battery was not to the original specifications of an OEM battery as this is deceptive trade.

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brand new batter installed about 2 years ago have 2 years left on warranty. About a year ago EV mode stopped working ever.I called ****** the warranty manager and he said if they find ANYTHING wrong with the battery that was causing (see next) these issues, then they will replace it.I drove it in about a month ago, because my car was not functioning as it should and was getting progressively worse gas mileage no matter how light I drove the car. It started acting weird and would shut off for just a second and then turn right back on. Hybrid mode never worked at all in my hometown. If I had the ** off it would remain off, but this is how the car was acting right before the original battery went out. **** my original battery finally tripped a code, it was still drivable. This one was not once the code tripped. Revving up as high as engine could rev. **** I drove it in a month ago for diagnostics they said there is no issue even if car is not acting like normal. I called corporate after all this and they said it is probably the inverter so they will not replace if diagnostics show a good battery.Here I am a month later and my Yellow triangle came on with code POA80 and the car became almost instantly undriveable. Now I have to pay a $200-$400 service fee for them to come down to Palestine to replace it even though I drove up there a month ago and I KNEW it was the battery causing the charging issues I was having. The ****** dealership here confirmed the rest of the hybrid system was working fine except the battery.My whole family knew it was the battery, we just decided we HAD to wait for the triangle to come on so they could have a code to actually follow through with the warranty. To our surprise, as soon as the code throws the car becomes undriveable. Now Im stuck in this predicament 3 hours away from the nearest greentec.

  Business response

  02/16/2023

  Hello, 

   

  According to our notes this issue has been resolved. We tried to call the customer this morning.

  If this issue has not been resolved please call us at ************* and we will take care of the issue. 

   

  Thank you 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a hybrid battery from Green tech in July 20 20. It had a three-year warranty mileage unlimited. They the battery they sold us had to be replaced within a year and that one replaced again within a few months and then another one within a few months they cant get it right. Now the battery thats in my mariner is not working and they are not standing behind their warranty. They are not going to replace this battery.

  Business response

  03/20/2023

  Hello, we reached out to this customer and fixed the issue. If there is still an issue please let us know and we will work on getting things right. 

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 8 Valence U27-12XP batteries from Greentec Auto in December to used in ************* ******* to be exact.Batteries received December 28 and shipped to *******. Installed on February 1 used off grid to run a small home. Upon installation one battery was found not be working to its full potential flashing red light and was therefore draining the other batteries hence the system went down much earlier than anticipated. Greentec was notified. I did not get a response from Greentec auto until approximately 5 days after I called to inform them by then I was already back in the States I returned on February 7. I was told to return the battery for a replacement this would pose a problem since the battery is in *******, anyhow was then told to video the batteries so that set up could be seen.. I informed Greentec that I was back in the states so this could not be done until I went back to *******. I asked for a replacement to be sent and that they should charge me for the replacement battery until I returned to ******* then I could send video it. Replacement battery received and shipped to *******. I'm now in ******* but wont get the replacement battery for approx another 3 weeks. anyhow to dilemma when I arrived 4 more batteries are faulty so that's 5 faulty batteries. Looking for the other 3 to go soon as these 5 are draining them. I am really upset and a refund is warranted so that I can source other batteries I am truly disappointed...plus shipping back to the States is not worth it Warranty was 3 months . Photos and video of batteries were sent to Greentec.

  Business response

  03/30/2022

  Hello,
  
  We have been discussing options and working with this customer since before you emailed us.  So I am slightly confused as to why the complaint was filed.  I spoke the the customer twice this week and he never mentioned the BBB complaint.
  
  Thank you,
  
  *********************************
  Sales Manager
  
  Greentec Auto
  

  Customer response

  03/31/2022

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

  Customer response

  04/20/2022

  I am rejecting this response because:

   

  After continuous dialog with ***************** ********, i realized that I was going to continue having problems with the battery as the batteries are subpar. Mr. ******** said that that he would issue a call tag for ***** to pick up same in *********** *******. Only to get an email from him saying otherwise. I have been trying to reach him today April 19. unsuccessful. At this point I just want them to collect the batteries in ******* as he said and full refund for the cost of the batteries
  

  Business response

  04/27/2022

  From: ******* Obanaman <************************************>
  Date: Wed, Apr 27, 2022 at 8:54 AM
  Subject: Pertaining to Customer *************************
  To: <*******************************************************************************>
  
  
  
  W-The batteries purchased by ***************** are for sale within the united states only (the customer was informed of this at the time of purchase as all of customers are)  He was informed that if the Batteries are shipped out of the united states that the warranty on said batteries are voided do to us not being able to perform a warranty in another country other than the *************.  We shipped the product to his shipping location in **.  The customer then shipped the batteries out of the country.  ***************** then reached out to us a couple months later to inform us that our batteries were not working.  After further investigation our Technicians believe the error was in the setup and wiring of the multiple batteries together since all of the batteries were working correctly except three (all batteries are tested before we ship them.)  Even though his product was no longer under warranty we attempted to do some trouble shooting with ***************** to help get his situation fixed.  We asked for a drawn diagram showing how everything was wired together. (we even started shipping replacment batteries for the 3 he said were not working to the address in **) ***************** switched his response from yes I will send the diagram so you can help to no I'm not going to send the diagram I just want my money back.  It was explained to ***************** That We can give a partial refund and can pick up his batteries from the location we shipped them to.  Below is the email sent to ***************** on April 14th,  No response has been sent to this email.
  
  
  Valence Battery Order Refund Request.
  
  ******* Obanaman <************************************>
  Thu, Apr 14, 10:38 AM (13 days ago)
  
  to annbarnett800, Austin
  
  Hello *****************,
  
  I have been able to work out the following return and refund option for you.  
  
  We will be able to pick up the batteries purchased by you from the address we shipped them to. (see the address below)
  
    *********************************** #4D 
    Bronx, ** 10468 
  
  The battery that was recently shipped can stay at the address above and we can pick it up with the rest of your batteries when they arrive at the above address.  Due to the cost of having the batteries shipped back to our facility and then recycled we will be able to offer you a refund of $170 Per Battery For each battery that was taken outside of the *************.  and A $250 Refund for the battery that is waiting at the above address giving a total refund of $1610.  Please let me know when you are ready to proceed.
  
  Thank you,
  
  
  *********************************
  
  Sales Manager
  
  2930 ******************************************************* 66106
  
  greentecauto.com
  
  Toll-Free: **************
  
  Direct: ************************ 

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/05/2021, I requested a diagnostic on my **** ***** Civic Hyprid. I explained the issue with with the vehicle and the only codes the got on there machine was P1601 and P1435. Friday 10/08, test drove a little further than the days before and I started experiencing the same issue before the $2000 service. It started hesitating as if it were to stop I pulled over and called them with no success for the warranty person. Today I was ask to take it to Auto zone, and there diagnostic machine gave me theses codes P0122 and P0700 which are Throttle and Transmission codes. So my thought is is there diagnostic machine only gear towards there sales of Hyprid Battery and damned the other code to make a sale. If I were to get a transmission code on a **** vehicle plus Throttle I would have thought twice about the battery. Yea they resolved it with 20 percent restocking fee plus something else. So, Im out of $400 because there diagnostic machine only read codes for their benefit.

  Business response

  10/18/2021

  I am sorry to hear that about your car. That is false, we use the same diagnostic tools as *****. 

  Our diagnostic tools are able read every code pending, current, and history codes on every module on the car. 

  Attached is the Vehicle Information Sheet that was signed with the diagnostic codes and that the vehicle had at time of installation. 

  The codes the vehicle had are hybrid battery codes, we see these codes with our customers quite often. 

  This policy was also emailed before purchase with the estimate, and after purchase with the invoice. 

  Also attached is the signed invoice authorizing the battery replacement after finding hybrid battery codes on the **** ***** Civic. 

  We are willing to refund the battery, please see the Refund Policy attached below. 

   

  Refunds of Installed ProductsIn cases where Greentec Auto has performed the installation
  of the part or battery and a return is warranted, the customer will pay the 20% restocking fee, as
  well as the customary charges for the mobile service to remove the returned battery. Any fees
  charged for the initial installation will not be waived.

   

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paid a total of $2831.50 over 2 installments (450 mobile service+2381.50 parts/labor) for professional installation of hybrid battery replacement at remote location (no local shop but in their service area). Install was completed 6/22/2021 and initially appeared to be done properly. Within a couple of weeks car started having problems and went to dealership several times but they were unable to obtain codes or reproduce problem of car dying/not starting after several trips to dealer with no charge. After multiple trips was able to finally reproduce issue but required a diagnostic fee of $352.72 to trouble shoot issue which resulted in findings of a loose cable. Also during this time made several phone calls to GreenTec for assistance and left multiple messages with very few follow *** but no resolution. Advised them on July 27th of final diagnosis and requesting some assistance as it was a faulty install. No follow until I called them today 9/21 and they advised they can't assist

  Business response

  09/24/2021

  Hello ****,

   

  My name is **** I am very sorry this happened. I tried to call but your voice mail is not set up.

  I will refund the $352.72 today. Please feel free to reach out if you have any questions. 

   

   

   

  Customer response

  10/13/2021

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

   

  Apparently they have tried to contact me but I apparently was not available or could not answer the phone at that time. I would like to encourage them to reach out if they would like to discuss further but am satisfied with their response at this point.
  

• Initial Complaint

  06/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 07/15/2019 I purchased a remanufactured battery with a 24 month warranty. I was told by the tech Chris, that the warranty included replacement at my home. I was told by Austin that I was required to pay $200 for the home installation, When I was contacted by Daniel from Livingston to schedule the work he stated "why are you paying if it's under warranty, this is new to me". I requested a call from Paul and nothing. I have been without a vehicle for over 2 weeks. I no longer wish to do business with your company. I want a full refund for the battery $1706.00 because I was oversold and now your company is under delivering on the warranty as promised at time of purchase.

  Business response

  06/17/2021

  Greentec will honor the warranty at no additional cost if the vehicle is brought to our facility. The orginal invoice is attached, on the orginal invoice from 7/15/2019 you will see a In-House (Shop Installation) was purchased for $150.

  Per company policy the warranty work is done the same way the inital battery was installed. In this case a in-shop installation was purchased. The warranty service order has a $200 mobile installation fee, that $200 fee is for our technians traveling to you to do the installtion. A mobile installation was never purchased initally, greentec will gladley do a mobile installtion for the discounted fee of $200. The mobile trip is a 4 hour drive. Normally the rate would be $450. We discounted it by $250 for the inconvinece of a warranty. 

  Greentec auto has a 30 day return policy, the return policy was sent with the orginal invpoice on 7/15/2019. 

   

  This battery is under warranty until 7/4/2021. Greentec will honor the warranty servie order at no additional cost if the vhicle is brought to our shop in livingston like orginally purchased. 

   

  Customer response

  06/17/2021

  I am rejecting this response because: It was clearly verbally stated by Chris at time of purchase that the warranty included free mobile installation if  battery was changed during 24 month of warranty.  When scheduling the install again the tech Daniel, on 6/15/2021, stated the the warranty covered the mobile install at no cost.
  

  Business response

  06/17/2021

  Greentec has never offered such a service. Please refer to the Greentec Warranty Policy. The warranty policy was sent out with the original invoice on 4/15/2019.

  If battery is found to be defective in material, workmanship, or installation by Greentec Auto during the
  warranty period, Greentec Auto will issue a replacement based on the reported Diagnostic Trouble codes that relate
  to a HV or IMA Battery failure. Greentec Auto will not reimburse charges for obtaining the codes from or using a
  3rd party (dealership, another automotive shop, towing company, etc). The warranty includes the installation
  service originally purchased from and performed by Greentec Auto and are subject to the same terms. Batteries that
  were shipped to customers or third party installers are not eligible for a free installation by Greentec Auto, and are
  not subject to reimbursement for labor charges.

  This is the company policy. We can do the mobile installation at the discounted fee of $200 to cover the labor and trip. We can change the battery free of charge with an inshop installation like initially purchased. 

  Since the warranty is expiring on 7/4/2021 I am willing to offer an additional 3 months of warranty for the inconvenience.

   

   

  Customer response

  06/18/2021

  I am rejecting this response because: I did not receive the warranty information on 4/15/2019.  It appears to me that all your responses are convoluted.  I have requested that the original invoice be pulled which has notations made by Chris, the service tech at that time of installation. It has not been done and no copy has been presented. Originally, as I stated multiple times I was clearly told that the warranty included replacement at my home.  The transaction ended with a handshake between Chris and I.  
  

  Austin stated that he was charging me $200 and giving me a $50 discount.  He even sent an estimate for a new battery which he could transfer the $50.  Then  later I was told it was $350 and I was getting credit for which I the $150 that was paid at time of service.  Then most recently through the BBB I was told it was $450 and I was being given a $250 discount.  Is this ethical?  

  I believe your staff has integrity issues.  I was told by two installation techs, Chris and Daniel, that the home replacement was covered by the warranty.  Your company appears to not be able to be consistent on its claims.  I know you have shown me the warranty information but it is your staff that is not being forthright in providing the correct information and has brought me to this point in getting my battery replaced for free at home.  

  Business response

  06/29/2021

  I contacted the manager and will get the orginal file from July 2019. A copy has been sent by email by Brad Poland. Unfortanly we can not go off what you may have thought was said by a manager two years ago. I spoke to Daniel and he denys every saying we would come out for a free mobile installation to a customer that has only paid the in shop. We have the warranty information sent out with every order so there isnt any confusion. As for the pricing goes we are trying to work with you on it. Our best price is $200. We can change the battery free of charge with an inshop installation like initially purchased. 

  Customer response

  06/29/2021

  I am rejecting this response because: I did not receive any copy of the original Invoice #31429 with the notations (i.e. paid in full-CJ and subsequent car information handwritten).   The invoice and warranty information being sent by Brad are revised.   You know I understood very well what was told to me at the time of purchase and over the phone by Daniel.  Daniel scheduled my service for the home installation, Friday June 18th between 12pm-2pm.  At that time while he scheduled me he stated everything was free, it is under warranty.  Then I brought up the $200 and he did not know to what I was referring.  He then said "this is new to me, I don't know why they're charging this - this is something new, things are different every day".  No one arrived to do the installation without any notice.  Additionally with regard to "avoid confusion", I don't know what you mean when you say you "sent warranty information with every order"?  I looked through all my past emails back to the date of original installation and have nothing.  I will not settle for anything less than a free replacement installation at my home for the battery under warranty.  I have had enough with your double talking and reversals.  I feel I am now being insulted as not understanding.  Again, I understood what was clearly told to me.  I have my neighbor and nephew who were present and also heard what I was told though out this process. You are beginning to cross a fine line which I may be forced to pursue with the attorney general or other legal avenues.  I hope you understand that your reputation and accreditation are now in jeopardy.   

   

  
  

  Business response

  06/30/2021

  Here is a copy of the orginal invoice that is signed by you on 7/15/2019. There is nothing on the invoice that indicates we will do a free mobile installation. 

  Also attached is the warranty service order from 6/15/2021  that shows the $200 mobile installation fee. The managers recive these warranty service orders before they reach out to the customer.

  The $200 charge is on the warranty serive order that Daniel used to reach out to you. 

  Customer response

  07/06/2021

  I am rejecting this response because:  Your problem is your technicians and staff, be it their training or not understanding your warranty.  The misrepresentation was initiated by them on your companies behalf.  Daniel was unaware of the $200 until I ASKED HIM.  I have been honest and forthright from the beginning with my dealings with your company, despite your impression of me as YOUR CUSTOMER.  I cannot say the same for your company.  I have been without my car for over a month and unfortunately, at this point you have tied my hands.

  Therefore, I am forced to accept paying the $200 but only if the work is promised to be completed before July 9th at 11:59PM.  Additionally, I accept the additional 3 month warranty (that you offered) with the agreement that within those 3 months I am covered with the mobile replacement.

  If agreed, please call me asap to schedule.

  
  

  Business response

  07/08/2021

  The manager from the New Jersey shop will call to schedule the installation, I wil go ahead and add the 3 month warranty.

  If anything does happen to the battery in the additional 3 month warranty period you will be covered with the mobile installation. 

  Customer response

  07/13/2021

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

*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. ↩