Highly disappointed with Battery Hookup


SLS BATTERY AUCTIONS are now live at www.batteryhookup.com EV, Lithium, LifePo4, Inverters & More

prepared1

Member
Joined
Jan 17, 2021
Messages
78
As a rule, I don't post on-line negative comments about vendors. I feel compelled to do so now. The first couple transactions I had with Battery Hookup were all the same: great modules, badly packed. For modules that weigh 30-40 pounds or more, packaging is very important. The first lot arrived with just a bit of bubble wrap loosely placed around them, in boxes that were barely taped. As a result of bad packaging, and what appeared to be very rough handling by UPS, 6 out of 9 $450 modules arrived damaged. Battery Hookup did replace them, but with BMW modules because the original ones sold out. So immediately we had a problem of mismatched modules. The replacements were shipped packed slightly better, and were shipped FEDEX.

Since then packaging has improved somewhat, and prices have gone up considerably. What disturbs me most is the lack of timely follow though. Their phone does not allow you to leave a message. No one ever answers it. You are instructed to email them, and their website says you can expect a response in 3 business days. That does not happen. It never has. Lately, when you finally get an email response, generally 10-14 days after it is sent, they don't indicate who is emailing you. The longest I've waited for a response was just under 3 weeks.

I recently ordered about $6000 worth of batteries. A couple of days AFTER one order was placed I was informed that they had to ship freight, not Fed Ex. Since we had about 30" of snow on the ground, that created a serious problem for me. I took time off work, dealt with all the delays, multiple shipments because they didn't get the order correct, etc. I then placed another large order, and that one got screwed up at Battery Hookup, and resulted in my shipment being lost. I have emailed them for weeks, and have gotten 2 email responses that had false or incomplete information. I've requested a simple phone call, but have received none. I've had to spend hour after hour on the phone with freight companies trying to revolve this issue. The information the freight people gave me differs from what Battery Hookup says.

I notice a trend where companies rely on what are referred to as "influencers" to tout their business on-line. Many of those people get compensated in some fashion. I suspect those people get preferentially, speedy service. The rest of us get what? The run around? No answers?

I've spent over $13,000 USD with Battery Hookup, which to most of us is a lot of money. I had to contest my latest credit card charge because after weeks of waiting, I have no answers, and the freight company literally has no idea of what State the shipment is in. I don't know for a fact that MY shipment ever left Battery Hookup, for that matter. Freight mistakes do happen, and I've dealt with them professionally for years. But my transaction was with Battery Hookup, and they have been of no help at all. It makes one wonder if they bother to take out insurance on shipments?

When things go right, you get what you want. When they don't it appears you are on your own. For me? They have lost a good customer.

Your mileage may vary....
 

OffGridInTheCity

Active member
Joined
Dec 15, 2018
Messages
2,219
US based comment.

Thank you for sharing the info - there are so few reliable vendors it important to keep up on the latest as nothing seem to stay 'the same' year after year - especially in the second hand battery market.

I started ordering over 3 years ago from BatteryHookup and purchased over 6,000 18650 cells so far.... but haven't ordered anything in the last year as I diverted to Battery Clearing House / RING cells. My experiences were good in that I got the %Capacity/Age/Typs as advertised but there were some (slow) email responses and web site shipping quirks. However, it sounds like they are really loosing their way right now. Let's hope they pull together.

Interestingly, Battery Clearing House also shipped 100 and 150 RING pack 'orders' by thronging them into simple cardboard boxes with some peanuts scattered in. I ordered about 6 boxes last year. Some arrived with open spots in the boxes and peanuts falling out. Is skimpy packing a new trend? Also, they actually sent *more* units than ordered (I think it as 160 in each of the boxes of 150) but they didn't respond when I contacted them to try to pay the extra.

As a side topic.. I observe that while used EV have many pros (and I'm envious), the smaller/individual 18650 units (I'm up to 10,000 cells now) offer different pros. One of them is that over time - its easier to guess that you can get 'compatible' 18650 cells somewhere - whereas when you go EV units, since they are larger, its harder to match additional units down the road. I'm not advocating for either approach - just noting that when doing second hand battery purchase / building DIY powerwalls, one has to think beyond the initial purchase and ask 'how will I add or maintain this' and try to plan accordingly. Sadly, reliable vendors seem few and far between.
 
Last edited:

prepared1

Member
Joined
Jan 17, 2021
Messages
78
OGITC:

Thanks for your feedback. We did in fact do what you propose...we figured that less modules meant less opportunity for points of failure. Also, we are just not interested to work up packs from 18650, or similar cells. Although there are times when it looks like it could result in a really great pack for a great price.

A couple other guys I know have had similar experiences to mine, dealing with Battery Hookup. As a result, I'm exploring options to import batteries, or source them directly from current users.

Onward and upward....
 

floydR

Member
Joined
Aug 23, 2017
Messages
1,528
My experience with Battery Hookup and Battery Clearing House both for the most part have been positive. The packing has become better but I have only ordered two items that were shipped freight. I have been ordering from BHU since 2017 BHC since 2020. At times the vendors have have shown poor packing skills, most of the time they pack well. My last shipment from BHU was packed very well heavy triple wall cardboard encased in tape. But they weren't shipped freight.
Later
floyd
 

slimf

Member
Joined
Sep 26, 2017
Messages
226
You are right about influencers - this company uses them in a big way and there have been quite a few posts I’ve seen about the lack of service. They might be busy, but there is just to many stories like this for it to not be a thing.
 

prepared1

Member
Joined
Jan 17, 2021
Messages
78
FloydR: I just received a package I ordered from BHU before the crap hit the fan. It was well packed, and timely. But, like you state, it was sent to our house, FedEx. Their palletizing skills suck, and they make almost no effort to protect the items. My last pallet didn't even have shrink wrap around it. I guess a couple thousand dollars worth of batteries don't matter to them.

Slimf: It makes you wonder if "influencers" have a phone number they can call at Battery Hookup? I bet they do. I like technical videos, but they don't influence my buying decisions. The way they list small quantities at a time are designed to "train us" to act quickly, and place an order because it will get sold out if we don't. I've asked them on several occasions what quantity they had of a particular item, wanting to buy as much as a full pallet. In most cases, I never got an answer. Or, when I did, it was too late to act.

I don't want to beat a dead horse on this topic. I'm a loyal customer who likes to rely on trusted vendors. I don't see those qualities in Battery Hookup, and don't think their business will be around for the long run.
 

TheBatteries

Administrator
Joined
Oct 8, 2016
Messages
2,127
I notice a trend where companies rely on what are referred to as "influencers" to tout their business on-line. Many of those people get compensated in some fashion. I suspect those people get preferentially, speedy service. The rest of us get what? The run around? No answers?

Nope, don't get "preferential service"... When I order things, I wait for shipping just like everyone else. Sometimes orders arrive in a few days, other times I wait 2+ weeks. I've had good packaging and bad packaging. I've had my orders (multiple times) delivered to the wrong address by FedEx. I've never had something damaged/completely lost though.
 

Dr. Dickie

Member
Joined
Sep 23, 2020
Messages
352
I got a lot of packs from battery clearing house, they were always just the packs in a big box with a bunch of peanuts thrown in.
Of course the packs I got were the medical packs that were already encased in rubber, so I was not a big deal. I did not see any evidence of damage during shipment. However, with other packs I could see where that might be a problem.
 

OffGridInTheCity

Active member
Joined
Dec 15, 2018
Messages
2,219
I got a lot of packs from battery clearing house, they were always just the packs in a big box with a bunch of peanuts thrown in.
Of course the packs I got were the medical packs that were already encased in rubber, so I was not a big deal. I did not see any evidence of damage during shipment. However, with other packs I could see where that might be a problem.
I had the same experience buying 10 boxes of RING packs from Battery Clearing House. The boxes were mangled - one as actually ripped spilling out peanuts. However, the packs/cells were OK and I got what I ordered. :)
 

Wolf

Active member
Joined
Sep 25, 2018
Messages
1,805
The first couple transactions I had with Battery Hookup
I have to admit I also have a bad taste in my mouth from Battery Hookup. My first interaction with them was trying to purchase a bunch of Modem packs. [3 LG 18650 2600MAH CELLS IN MODEM BATTERIES] I saw they had the quantity I wanted available and put them in my shopping cart I emailed them with regard to the large purchase and asked if they could provide a modest discount. I got an email back and said that they would and gave the details. They asked for my zip code and I sent them that info. I was ready to buy. From then on there was absolutely no communication. I tried calling them (That was just an exercise in futility) and emailing them no response nada. I can get a better/quicker response from the DMV in my state and that is saying something.
Nevertheless I decided that I would purchase them online anyway and maybe hammer out the discount later. As I did a bunch of research on these modem packs they seemed like a good deal. So I hit buy. Ha now it told me they were out of stock and that was that. Just out of curiosity I did a search on the packs again which I had done before and all of a sudden they showed up on jag35.com at 3 times the price. They were not there before I know for a fact as I did my DD on the purchase. Communication log below After 04/08/2020 4:27 PM nada
Strange.
So I went to battery Clearing House and purchased a large quantity of ninebot batteries. Reasonably well packed and quick delivery. I was pleasantly surprised when I went there again and emailed them about another large purchase as a returning customer was given a generous discount and emails and communication was excellent. I get the Battery Hookup emails about deals all the time but I for one wont be buying batteries from them.
That was my first experience. The second was the cell level fuse sheets. I purchased a bunch of the sheets to test and try and I really liked them and they would fit the bill of my build. I ran out of the 5s sheets and wanted to purchase more. Now mind you the "pandemic" hit right about that time and everything was in a fluid state. They had none. Great! The web site indicated that they were waiting for an order to come in and please sign up for their updates. On Wednesday 06/03/2020 at 5:58PM I saw the email I was hoping for. I ordered and Paypal was charged about an hour later. On the 06/15/2020 I sent an email inquiring as to why my cell level fuse sheets hadn't shipped yet.
This time there was a reasonable response time with email but phone calls are never answered. Apparently another order came in from another customer and it knocked my order out as I was small time. I know this because I was in communication with the person receiving the 5s sheets at the other side of the globe. So strike 2 don't lie to me. If you said we are really sorry but we sold out just before we could fill your order. instead tell me some excuse about the stamping of the nickel fuse and throwing your inventory off........................ bla bla bla.
I am a big enough person to understand an honest mistake but never lie to me. I might be pissed and frustrated but I'll get over it knowing you told me the truth.

So on 08/12/2020 cell level nickle fuse sheets were back.
This time I bought enough to complete my project. The cell level fuse sheets I will always buy from them, but that's about it.
I understand being short handed etc. but when I was in business, if the phone rang 3 times and it didn't get answered by someone, heads would roll. (I was the owner)
Answering a phone with a live person on the other end is the highest respect you can give a customer as their time is just as valuable as yours.
So there is my experience with Battery Hookup.
Communication log below After 04/08/2020 4:27 PM nada.
Wolf

1619449832439.png
 

OffGridInTheCity

Active member
Joined
Dec 15, 2018
Messages
2,219
BatteryHookup - in years past I had both good - they responded/replaced 200 'dented' modem cells for free; and bad - web site didn't work at qty I needed / sketch communications as @Wolf describes. Its been over a year now for me... and that's the trouble. What was good 1.5 yrs ago may not be good anymore. Consistency would help A LOT - so one could buy a smaller order (to test/verify) and know that you can get the other 90% in a few months OR even just know that you can get consistent service/orders if you place them.

The one good thing (6000 cells purchased) that has been consistent for me is that they advertise as accurately as anyone. What you read (if you read carefully) is what you get if you can get it.
 

Doc3G

Member
Joined
Apr 18, 2021
Messages
56
I had a good return experience with Battery Hookup, but I've also had emails that went unanswered for weeks. I like battery clearinghouse, their email responses are fast and all the cells I've gotten so far have been better than advertised (though, as another poster noted, the packing job was meh). I was told that they don't offer discounts unless you are purchasing > $2000 in a single order, however.
 
Top