Renogy
reviews and complaints

I cannot speak for the functionality of their products yet. BUT, they sent me different types of solar panels when I only ordered 1 type, they have been a complete pain to get a hold of and are simply trying to deny that there is any issue with the differences (despite lots of photos, comparison charts, dimensions, and other things they requested I send them to demonstrate the issue; the panels are different sizes, volts, and amps). Then I left them a THREE star review with a lot of criticism of their customer service and a warning that they are shipping out different panels, labelled as the same panels... and they have deleted my review from their website! You might notice that everything gets 4 or 5 stars on their website. I'm beginning to think that they might just delete all negative reviews. And yes, their "on-hold" audio is truly hell-ish. The human I talked to afterwards actually apologized for it, but was completely unhelpful!

I'm on the third time trying to get these batteries and still don't have them. The first time, I received an order confirmation, but they didn't even try to charge my credit card. I contacted customer service, they said their system made an error and cancelled my order. The second time, they only delivered two of the four batteries I ordered. I was charged for four batteries. The third time, they assured me I would receive my batteries by the end of the week. After four days, they finally gave me a tracking number and I found out the batteries haven't even left California! Three times my order has been screwed up by Renogy. Their customer support is absolutely worthless, their shipping horrible, and ordering system is abysmal. Customer service and honesty are severely lacking. Until they improve, I can't in good conscience recommend Renogy to anyone. Buy from another company that actually cares about their customers, because Renogy does not.

I placed my order for a solar panel "kit" which was supposed to be delivered on July 13. Parts of the kit started arriving in separate packages which didn't bother me at first but it's July 30th now and I still don't have everything I need. I reached out to their customer service and was told some parts will be shipped on Aug 19th and 2 parts they don't even have an ETA on when they'll be back in stock. I asked if they can ship me different parts that I confirmed they have in stock as a replacement for the ones that are out of stock, was told they're not allowed to make changes to "kit" orders... funny because so far I have about 10 separate packages from that "kit" so it's not like a packaging or compatibility issue, they just don't want to do it. The really infuriating thing is they still have the kit listed with a delivery date within a week, even though as mentioned earlier I was told 2 of the parts that I needed they didn't even have an ETA for.

Just Read all of these reviews! I too am in the same boat as everyone else. DO NOT ORDER FROM RENOGY! The products seem to be good but the customer service is awful and HORRIBLE. I ordered a premium solar kit and a battery monitor. I got the battery monitor but everything else was pending. has been many weeks and still no solar kit. I ended up buying from *** (same kit - arrived in 4 days). I have asked for my refund. I financed through BREAD (which is a cool company), have not received what I ordered, and still making payments. I decided to file a dispute with credit card company and stopped payments to BREAD. This is just horrible. Did I say this company is HORRIBLE to deal with. The horror stories about trying to call or file a claim with them leads to nowhere but more calls. If they do respond... you just get lies and more run around. I will never deal with them. I was so looking forward to buying direct from the company... NOPE. BTW... it was cheaper on ***. Amazing.

Terrible company to order from. I ordered a solar kit and when it arrived it was missing most of the items suppose to be included. Contacted customer service by email and got a scripted response. Sent them SEVEN! emails in response to my problem and never heard anything back from them. Called on the phone and got a nice woman customer service representative that told me they received none of the emails I sent them. I proceeded to send all the emails again and she acknowledged she received them this time. She then promised me it would be straightened out in 2 days. A week after that I called customer service on the phone and got a male representative who basically promised the same thing as the first representative. I have now contacted my credit card company and disputed the charge. I am done trying to get anything done on this blatant mistake on their packaging and the very very poor customer service. Their are other reputable companies in the same business that maintain a good reputation to buy these items from.

Renogy is a horrible business with which I've unfortunately spent thousands of dollars with. The latest purchase was two 100AH Lithium batteries from their Amazon store. I order one of May 23rd, and one on May 24th. The shipping time was 3-4 weeks I believe. That date came and passed and when I noticed they didn't ship I contacted the company. They told me that it will ship out in 24-48 hours. Well 3 weeks later here I am still without batteries and customer service wont email me back, and I just had customer service hang up on me today. Yesterday they told me that FedEx hasn't picked them up yet, however I called the FedEx shipping department and they said we pickup hazardous material next day without issue. I don't believe Renogy actually has the batteries I ordered and they are lying about FedEx. They then told me today they are trying to work with UPS to ship. Nothing they are saying makes sense, and this is the worst customer experience I've ever had. I will not recommend this company to anyone in the VanLife community and will share this experience with everyone I know.

I filed a warranty and complaint about solar collector visible white lines 30 plus with pictures. The verified complaint is absent from the complaint process which they claim they get back to you on mechanical failure in a one-year limited warranty. The business failed consumers as the pannel are ultra-thin and fail. Canadian may have a tougher product with thicker starboard sun-resistant backing. I hope not to buy from his company in the future as china can cause some real problems in it early stages of ins=dustrial design failure, even if the panel is robotic made they fail design compared to SunPower Inc ( maxima cells) from the US. I hope that they will resolve this issue as home depot will sell any product to consumers from china in reckless disregard. They only offer a return if your credit card is a home depot and a proreward club member for a year. Professional advertising fails Renogy Inc as it states it can bend and installed on marine plywood on top of the car cargo carrier takes skill. Please do not buy this china production as it supports the world's largest army that has no environmental respect of nuclear weapons.

Hopefully the quality their products (which came highly rated) supercedes their customer service. Original order on 3/28 Package(s) shipped and arrived 4/5. Partial order... Contacted CS and proceeded through a battery of back and forth emails including packaging and pics of what I did receive. IMO, they have very poor interdepartmenral and organizational communication. Each time I called it was as if I was starting from scratch. Got 2nd package on 4/25 and was promised refund on remainder. 3 wks later and I had to call again and again request a refund and again it was as if the CS rep was starting from anew. He was able to find where I had been granted a refund but it had never processed. One thing I can say for sure is that I did get a couple messages from sales dept. personnel that "apologized" for any problems this SNAFU caused. I just hope the products work well and I don't have to ask for warranty stuff. Their website shows an A+ rating from Complaintsboard.com and I do hope that rating doesn't allow for this type of business practices. I am not alone with this, I have seen at least 10 other individuals that are experiencing LONG delays and poor CS.

I just spent almost 50 minutes on hold before someone answered. I told her I wanted to purchase a system, and she insisted on gathering all my info about appliances even though I already knew what I needed. I was then transferred to someone else, who told me I needed 2700W of solar panels for my system. That is NOT true - there are people using the same appliances as mine and only using 100-300W of panels. He was unable to efficiently explain anything to me. I then asked him if I could purchase a kit for one 200W panel. He said yes, but everything would have to be purchased separately at full price... He then corrected me on semantics when I asked him if one panel would be considered a "solar array." He said no "because 'array' is plural, so it would not be an array." I got so frustrated and ended up hanging up in tears after 2 hours on the phone. I called back a little bit later, and a call center representative answered. After collecting all my info again, even though my ticket number was pulled up, he put me on hold for 10 minutes to transfer me to a sales associate. He then got back on the line and said he would be unable to transfer me to them because they were too busy and were done working for the day. WHAT A JOKE.

My experience with Renogy started off well but after thr first call has been 6 months of absolutely terrible experience. It starts with Renogy recommending a system design, this was the awesome part...until my order arrived. First, the designed system included an inverter, not inverter charger which clearly was requested in the first conversation. No biggie, ship back and get the right one. Put it all together and find out that in fact the system sold to me doesn't have adequate battery banking to operate the 2000 watt inverter. I worked through troubleshooting, was told 3 times to send the same video and photos of installation and then told resolution in the form of credit for the delta between 1000 wattage 2000 watt cost would be offered or discounted batteries to get enough juice to run the 2000 watt. Problem is after 5 months and multiple atempts to finalize they won't call back, they email and ask me to keep my phone open for a week at a time, during all business hours but yet they do not call. This has happened multiple times, always quick to email respond but calling appears difficult. If Renogy reads this I suggest an internal look at their Customer Service Program because this will be the killer of your company in my opinion.

I ordered the 400w kit with 40a mppt charge controller on walmart.com. Walmart says it is sold and shipped by Wal-Mart but it apparently ships from the renogy headquarters located in Ontario Canada? I really don't know. Anyway, I waited well over a week for my solar panels to arrive on the estimated delivery date. The kit never came. The walmart rep I spoke to two days ago was under the impression that they lost it in the mix due to the high volume right now because it never moved from the shipper in Ontario. Understandable I thought, we are all affected by this virus. So, she very nicely cancelled my missing order and put in a new one for me free of charge. Two days later and walmart order tracking says it has shipped, FedEx order tracking says it is pending like the first one I never received, and according to another review on here renogy has an issue with following through on their fulfillment obligations recently. I'm really not sure who to blame here, Wal-Mart, renogy, FedEx, none of them, all of them? If the delays and unfullfilled orders are due to the virus then that's completely understandable, but dont take my money knowing you cant hold up your end of the bargain. Work with your business partners to identify what the exact issue is so customer service reps can clearly communicate that to the customers when their orders dont arrive, and maybe even fix it!

I've had a horrible horrible experience with renogy I bought a all-in-one inverter paid in 3 seconds through my PayPal they created a shipping ticket was supposed to be on my porch April 3rd after not receiving it call them up waited 45 minutes receive a call or someone to answer the phone automatically goes to China who they have no communication with the American Warehouse email they do not respond to the advise writing a ticket for a question or I concern they do not respond to that I've called nine times waited 45 minutes each time trying to get a hold of someone that can help me twice I was lied to that they moved to a new Warehouse that they had a couple days off they lost the product they don't know where it is they'll overnight it to me none of this ever happened lies lies lies I had enough decided to get everything refunded talk to representatives from China numerous times they promised a refund was going to be process overnight because of my trauma never happened then they said we will processing 3 to 5 days that never happened lies lies lies no one should ever ever do business ever ever do business with these people they lie to you they do not communicate they do not follow through imagine if you had a problem on a warranty deed product never ever died from renogy Direct Buy eBay by Amazon by anybody else that deals with this company but do not buy renogy

READ: Renogy *cannotship batteries at the moment due to some sort of problem with their certifications to ship lithium batteries fedex ground. I've been waiting a month for it to ship, and have now been indicated that I may not see this battery until August. I ordered June 1st. It's June 28th and have been told that they cannot give me a rough estimate of it's ETA. Their website listed the item in stock and I was quoted quick shipping to fedex, with a quoted 10-15 days that it would take for fedex ground to ship to me. No communication existed to let me know it would take way over a month to get this battery. And at this point, I don't even know if its fair to say "well over a month". We could be talking about 2 months, maybe more. The call center has a routine hold time of 1 hour and 30 minutes, at least. They're really kind at least, and I know it's not their fault. They're just picking up the phone. Because I was told today that they should have it solved "sometime in the next week or so", lets just call it a week and a half. That means the battery will ship approx Monday July 12th. It will take 10-15 business days to arrive fedex ground. That brings me to a *hopefularrival date in August. I cannot finish my solar project in my camper. Which means I cannot keep food cold, charge my electronics required for my career, which is how I make money. I had a narrow window of time to finish this project and completely blew it. Dead in the water, 100%, time I wont get back. More than half of my summer is completely blown here because they dropped the ball and never communicated this monumental issue that impacts their business and customers. The only positive thing going is I keep calling and keep requesting out of good faith that they partially refund some of the battery's cost.

I had an issue with a Renogy Charge Controller since the day I got it. I spent hours calling in, only to be left on hold and disconnected whenever they tried to transfer me. I spent MONTHS (4 months!) exchanging emails with their support team. I responded to their emails promptly, with details and screenshots of the issue. They took 1-2 weeks to respond to me, every single time. Then, after not hearing from them for two weeks, they respond with something like, "I will have to look into that for you." Wow. Great support, thanks guys. It would be one thing if this was just a small issue. But no, this was potentially hazardous, and their "specialist" Matthew said as much. Their charge controller is allowing my 12v batteries to charge as high as 18.3v. From my research, I've learned that this is likely causing permanent damage, and can result in explosion and fire. So, you'd think they would have some urgency to help fix this and prevent my house from burning down, but no. No signs that they care at all. Listen, Renogy, it would be this easy: "Yes, it sounds like there is an issue with your unit, and we want to correct that. We are overnight shipping you a replacement unit and prepaid postage to send your unit to us. Please install the new unit when you receive it, and send in the faulty unit so we can determine the cause of the issue." There. I could have fixed the issue and made a happy customer in 15 minutes if I was on your support team. Instead, you draw it out for 4 months of slow emails, saying things like "We don't know why you're getting that error code, it shouldn't be like that," but showing no desire to actually resolve the issue. Purchasing your product was the worst mistake I have made in quite some time. I don't understand how you are still staying afloat as a business when you treat your customers like this. I will be warning people not to purchase from you. Any other company would be a better bet.

DO NOT ORDER FROM RENOGY! Take your money to a more reputable business. Learn from our mistakes. We placed an order for an inverter and battery on the 4th Feb 2021. The checkout process was smooth and relatively easy. We paid our bill and was quoted 6 to 11 days for shipping. Then the problems started. First of all they don't deliver to PO boxes apparently. This is a problem living in the countryside as we are not on a mail route. After being told to "get a new address" we figured something out with the post office and all seemed well. Our order was shipped and we got a tracking number. My partner landed a job she had been after for months a long way from where we were living, this was OK as our package was scheduled to arrive several days before we were leaving. The day we were leving arrived and we picked up our package from the Post Office, however only the inverter was there. I sent an email and 8 days later was informed the battery was no longer in stock and would be sent in 1-3 days. The package arrived at the post office but got returned because they only hold packages for 5 days and we were not able to organise a pick up in that timeframe. Our whole experience has not been pleasant. It is incredibly frustrating ordering something "in stock" and waiting several weeks only to be told that it actually wasn't. I understand part of the blame lies on myself due to our moving about, however to not be told our battery isn't even in stock or shipped until over 2 weeks after we ordered it is incredibly frustrating and has made this whole affair more complicated than it needs to be. Had we known that it was going to take 3-4 weeks to arrive we would have organised a different address to send it to. It is also super annoying that its so hard to get into contact with the company. The phone number doesn't work and its taken us up to 8 days to get a response over email. Extremely dissatisfied. I can't comment on the quality of their products as I haven't received them all yet. An absolutely hopeless company with abysmal customer service.

On May 2, I ordered 6 items from Renogy. On May 6, two of the items arrived. I called the same day and notified them four items were missing. I was told over the phone the missing items would be mailed ASAP. I waited a week and no items arrived nor did I get a shipping notice. I tried calling again but the recording said the phones did not work. I submitted an email. I waited a week with no reply. I submitted another email a week later. I was contacted via email on June 2. I was told the missing items would be sent with the exception of 2 out of stock items. I was asked if I wanted a refund or wait on backorder. I said I would take a refund. Never happened. I was then told the items were in stock and would be sent. I was then told 3 of the 4 items were sent and 1 was not sent. I was then told the 2 items were still out of stock. I received a package today (I photographed it unopened and opened and sent pics to Renogy) and there was only one item inside. The packaging was only large enough to fit one item. The listed shipping weight is the weight of one item (not 4). Renogy has failed to correct the situation on several occasions. I have been patient and made 3 attempts over the last 32 days. I have phone records and emails to substantiate my concerns.

1. Purchase date for Renogy Lithium-Iron Phosphate Battery ***: 3/22 Purchase price: $899.99 Warranty: 5 years (prorated). 2. Contacted Renogy in January got Case # *** for a battery that was failing to charge. I then sent in information in response to the auto-generated message from Renogy. 3. After not hearing anything for a month, I filed a second customer case and received a 2nd case #*** on February 15. I provided information and pics as required. 4. I did not hear anything, so I notified them that I was going to file a complaint with Consumer Protection Ontario on March 22. On March 25, March 29 and April 5, Renogy contacted me for additional information (and scanned copies of my purchase receipt) to get warranty response started. I was hopeful at this point. 5. Renogy had me send the battery for testing on April 8 (UPS # ***). 6. On July 7, they emailed me apologizing for the lateness and asked for another copy of the purchase and my address (they already had this information). I have provided this again. 7. As of today (January 27, 2022), I have not received a replacement battery or prorated battery purchase pursuant to the warranty. I want them to refund the prorated warranty amount on the battery (approx $359.60). I would prefer a replacement or refund due to the excessive amount of time to resolve this issue.

I placed an order with Renogy that included three of their 100 W flexible solar panels. Only one of the three panels arrived. I contacted customer support and was told that they could refund my payment for the undelivered panels following an investigation into why they did not arrive. I the meantime, I ordered two replacements. I received an email with information on the support ticket that had been opened for the issue. Since that call, I have emailed weekly in reference to the support ticket to request an update on this "investigation" and ask that it be moved along. I received a reply to my first email that the investigation was still underway. The two later emails went unanswered. I have grown weary of waiting for a refund for these expensive panels, so I am filing a complaint. The order number was 131966 (though SI-209444 is also listed on the invoice) and the support ticket number is 192952. Some suggestions for the supposed investigation: If the panels were never shipped, this would be reflected in the shipping weight, which Renogy could easily check. If they were lost in shipment, I'm not sure there is anything I or Renogy can do to verify this. The two panels I ordered as replacements were shipped as two boxes held together rather loosely with packing tape. If the original three panels were held in this way, it could easily be that they came apart during shipment and only the panel with the shipping label was delivered.

I submitted an order for nearly $1536.43 for 4 solar panels and wiring with Renogy on July 4th. They received the order on this date. The shipment had not been shipped, when I attempted to call and change the order on 7/7. I was unable to get through on the phone, after waiting for over one hour. It seemed that the phone system didn't work. I then submitted a ticket online. It said that someone would contact within 24 hours, but I didn't hear back. On July 8th, the shipment showed up is now shipped (but likely didn't ship until much later). They sent an invoice with tracking information. The tracking information did not work on the UPS Freight website. I contacted the company by phone, but again couldn't get through. When I eventually did receive an updated tracking number, it showed that the shipment was scheduled to be delivered on 7/21. It did not arrive. We called multiple times and couldn't get through, so resubmitted a ticket online. The package eventually arrived on August 3rd, almost 2 weeks after scheduled delivery. In the package was only 1 of 4 anticipated solar panels (each valued at $276.29). We again attempted to call. The phone system immediately hangs up on us. We attempted to submit an online request and have not heard back. My primary problem resulting in this complaint is I have no way of reaching this company and there has been error after error with this order. They need to be available to discuss.

I purchased lithium ion batteries from Renogy for my van conversion last fall. The batteries are the lungs to the entire electrical system in the van. We opted for lithium ion, the most expensive batteries, to ensure that our system would sustain. Lithium ion batteries are supposed to last 10 years. Unfortunately, ours failed after less than 6 months of use. I spent about 10 hours on the phone with Renogy trying to deal with the problem. I would wait several hours on hold to try to talk to a rep only to have my call failed either when I got close to the front of the line or once I reached a rep and we were going thru testing of the batteries. It was several weeks of this before I got through to anyone to have the batteries returned. I wrote multiple emails, to which I received no response. I was promised new ones would be mailed to me as soon as the defective ones were picked up by Fed Ex. This did not happen. Again, I called and called for about a week until I got through. I was again promised that the new batteries would be sent out and delivered the next day. This also did not happen. It took me following up several more times before I was finally able to get a consistent email thread going with one rep. He could never explain why the batteries still hadn't been mailed. Our van was not useable during this entire time. Because we rent it out, we lost 1 & 1/2 months of rent and thousands of dollars dealing with this issue. We were relying on this money during a pandemic. In the end, the batteries never got shipped to us.

I don't even know where to begin. My entire experience with Renogy has been an absolute nightmare. I first ordered a 400 Watt Solar Set from Renogy on May 14th. At the time everything was said to be in stock. I then got a message weeks later saying that on 5/22 saying that the inverter (part of my order) was out of stock, so I had them refund that part of my order and try to buy that part through a different site. I waited FOR MONTHS for other parts of my order to arrive. I called multiple times to see when the items would be shipped- and then finally got shipping information on July 14th (2 months after I ordered it). The system finally arrived in the end of August. I started wiring and installing everything in August and found that the Charge Controller was reading an error message. I called customer service many times trying to figure this out, but none of them could. They told me to send the controller back to them for testing. I put the device in the mail on 8/29 to be sent back to Renogy. Since the end of August, I have called Renogy MULTIPLE TIMES A WEEK to get an update on when I will get my charge controller back. Every time a customer service person tells me they will check with the warehouse and call me back. They have NEVER called me back. It has now been 5 months since I made my initial order from Renogy- a system I spent $2,200 on. And they won't even return my calls or emails to tell me about what is happening with my product. At this point they need to send me a new one. Absolutely horrendous customer service. I would never recommend this company to anyone.

I bought a set of products for my campervan from Renogy in September . I installed the products over the winter and began to use them in the April. By July they were malfunctioning. I had to put my van in storage for a while (September-November) and when I returned in December, I attempted to trouble shoot. I spent days on hold with Renogy, and when I was finally able to get ahold of someone, I was given the run around. They sent me through a series of hoops that were mind boggling incorrect (chasing down equipment to test batteries, incorrect information about how to proceed, etc). I had to then spend my own money and time (days and hundreds of dollars) chasing down the correct information. Come to learn that the malfunctioning I was experiencing in July was due to bad batteries. These batteries should have lasted me at least 3 years, if not 5+. They had done me good for no more than 4 months. I have tried repeatedly to get ahold of someone at the company (phone, email, website and social media) to no avail through multiple streams every single day for the last 2 weeks (not to mention the frustrations with people in months prior). I DON'T BELIEVE THIS IS A REAL COMPANY! They delete comments on socials and other sites that leave reviews. They sell defunct products and spend their time chasing and deleting bad reviews. Renogy touts a 2 year warranty on their products and they are not upholding this. I am asking for my money back so I can buy products that I need to simply live (I am now without any form of electricity in my van. I am unable to have running water, use the lights, cook or even charge a simple device.)

I purchased all of the electronics I needed for my sprinter van conversion from Renogy - thousands of dollars of items. After about 20 nights of use, I smelled something smoking from the back of my van while I was driving. Something had come loose inside the inverter, and it had caught fire. Trying to contact Renogy has been very challenging. First I submitted the form through their website, which was supposed to be replied to within 24 hours. It took 5 days for them to get back to me, essentially asking for the same information I had already provided. As of today, it has been 4 more days and I haven't heard anything more through that avenue. So today I spent hours on the phone trying to get through their phone line. It would give estimated wait times every minute or so, that were constantly changing - 12 minutes, 2 minutes, 48 minutes, 15 minutes, and so on. After about 15 minutes, the call would always disconnect. Finally I got through, and the person sent an email and asked for photos. They said it was fine to take the cover off the inverter to show pictures of the inside to see what was loose/melted as a result of the fire, so I did that. Now, in a reply email, Renogy is saying that taking the cover off may void my warranty - what?! Also, they are making me send multi-meter readings in for my batteries (which aren't the problem), so now I have to go buy a multi-meter just for that. It makes no sense, when it's a hardware issue inside the inverter that is the problem. I am very unhappy right now with the fact that I'm without power in a van I have been using as my primary residence. It's very frustrating how difficult it is to get ahold of this company, and how poor the warranty/customer service policy appears to be. Crossing my fingers that I haven't wasted over $4,000 on a system that has no post-purchase support!

On march 13th 2022 I purchased a 100 w eclipse model solar panel from Renogy. My plan was to add this 100 watt solar panel to my already existing solar panel PV module array however after completing setup my 40 amp rover renergy charge controller would not charge the batteries. After researching I discovered that the reason the charge controller was not working was that anything over 100 volts makes the charge controller not function. This was very surprising to me as I had already spoken extensively with renegy customer service and was informed that adding this 100 watt solar panel to my array would be beneficial to me and compatible and I was told the maximum allocation for my array is 520 Watts. That is conflicting as there's no way my 40 amp charge controller can handle 520 Watts because each 100 watt panels is at least 21 volts making it incompatible with my charge controller. I'm not happy at all because I want to keep the solar panel I was told would work with my system and I feel like I was misled so that I would make my purchase. If I would like to continue to add to my array and possibly purchase more panels in the future I could only do so if I had the 60 amp mppt charge controller that I should have been notified of from the beginning and before making my purchase. I was misinformed by Renogy support and I see my only two options are to either return the eclipse solar panel to Renogy or to upgrade my 40 amp to a 60 amp charge controller. I would have purchased the 60 amp charge controller when I initially purchased my four panel kit with the 40 amp charge controller had I been informed that I would not be able to add a fifth panel. I feel Renogy is liable for the problem I am facing & misinformed me about. I don't want to get rid of my panel and I feel energy should assist me in making sure I have a charge controller that works with my array. All of my equipment is mint and brand new. Thank you.

Our first contact with Renogy Canada regarding our order was made on December 1st, inquiring about the status of our order which was partially shipped. The response was returned December 2nd, with a partial answer. What followed was multiple emails (sent on December 7 and 14) sent to Renogy Canada to inquire about the stock situation of the battery we ordered (which was listed as in stock at the time of purchase). We received one email back, (December 16) after the initial email, which failed to answer any of the questions asked, and only acknowledge that the shipment was partially sent. It did not answer our questions about when we could expect the rest of our shipment, which was a 100Ah Lithium Iron Phosphate Battery. After multiple failed attempted to contact, we still have not received part of our shipment and it's been almost a month since ordered (Order placed on November 27), and no communication in regards to the status of it. On December 17, three weeks after we received the first part of the order, Renogy sent us a 100Ah AGM battery (which is currently not for sale on their Canadian website where we purchased from), instead of the 100Ah Lithium Iron Phosphate battery that we ordered. These are two completely different batteries with different chemistries and vastly different price points. The AGM battery they sent us is for sale on their US website for $233.99 USD, but the battery we ordered cost us $1119.00 CAD w/ 10% discount code (or $809.99 USD from their US website). We contacted them about the wrongly sent battery on the same day it was sent (December 17) to which they responded same day asking for a picture of what was sent and the original invoice for the products, and that they would send a shipping company to pick up the wrongly sent item. Within 10 minutes of them replying to us, we sent them back the information they requested and at this time we informed Renogy that we were asking to cancel our order for the battery (which has still not shipped) and for a refund for the BT-2 module from the initial shipment (to be sent back) as we were so frustrated with their lack of communication that we no longer want these products. We have yet to receive a shipping label for the incorrect battery, or a response from their customer service team. We would prefer to come to a resolution with Renogy Canada, but with their lack of communication it has proven very difficult to resolve our issue.

I purchased Renogy products (batteries, inverter charger, monitor) from Home Depot in September. All was fine until February, when my inverter charger failed. I contacted Renogy on February 10. After confirming my purchase and that the inverter was still under warranty, I was given and return shipping label (ticket # ***) and told to return the unit to Renogy and they would inspect the inverter to determine what was wrong and how to remedy the issue. I sent the inverter via Fed Ex on February 10; it was received by Renogy on February 13. Despite being told they would get back to me within 48 hours of receiving my inverter, I never was contacted. I contacted Renogy on February 21, was told that my unit was deemed to be defective. I was offered a choice of a replacement or refund. After checking, the person on the phone said my unit was no longer made and they would be unable to send me a replacement. I was told a refund check would be issued and I would receive it in 3-7 days. On April 21 I received my mail ( I had been traveling) and had no refund check. I contacted Renogy again on April 21. The person I talked to told me my unit had been determined to be defective, and asked me if I would like a replacement sent or a refund. I told her I had been through all this already and had been promised my refund check two months prior. I asked to speak to a supervisor. I was given the voice mail of a ***. I left a message. As luck would have it, I missed his return call but he told me he was sending me an email and I could just respond to that. In his email, he said that my unit had been determined to be defective, and Renogy was unable to offer a replacement. He offered to send me a refund, and to call or respond to his email. I responded via email that I would indeed like the refund, and left my mailing address. When I received no refund, (or response to the previous email) I contacted *** at his email on April 28 to confirm he received my email response and check the status of my refund. I received no reply to this email either. I called Renogy on April 30. I was told they were waiting to hear from me to determine if I wanted a replacement unit or refund. I had to tell the person on the phone that I had been told twice by Renogy that I was not eligible for a replacement and that I would just like my refund please. The person took my address and said a check would go out in the mail the next day, May 1, and I should have my check in 3-7 days. On May 11, I had not received my refund check. I called Renogy on May 11 and spent 45 minutes on hold waiting to talk to the next available representative before hanging up. I went to the Renogy Customer Service Portal on May 11, and left a detailed message. I received an auto reply saying someone would get back to me within 24 hours. No one got back to me. No one replied to my message. On May 13, I got back into the portal and saw that my message was marked "Being Processed." On May 19, I still had no refund check. I called Renogy, heard a phone message on how they were upgrading their phone system, experiencing technical difficulties and to please call back tomorrow. On May 20 (today)I called back, and heard the same upgrade/technical difficulty message again, and to please call back tomorrow. I would please Please PLEASE just like my refund check which Renogy said on February 21 that I would have in 3 - 7 days. Thank you.