Unacceptable service, communication, and borderline shady
I booked a mobile battery replacement and was specifically assured an 8–10 AM service window because I needed my vehicle that day. By 8:30 AM, I had received no technician assignment or update.
I contacted customer service repeatedly by both text and phone. I was eventually told that their technicians are independent contractors and that they could not provide an ETA until someone accepted the job. This was confusing considering I had already been given an 8–10 AM service window. I repeatedly asked whether that window was still expected to be honored, but could not get a direct answer.
During a phone call around 9 AM, I explained that I needed to know whether I should continue waiting or make alternate transportation arrangements. When I specifically asked whether noon was a reasonable estimate based on technician availability, I was told that it was. I followed up in writing at 10:04 AM explaining that if service around noon was no longer realistic, I needed enough notice to rent a car and cancel the battery replacement.
I received no response.
After the original service window had passed and I still had no technician assigned, I made alternate arrangements and left. I communicated that the service needed to be cancelled at 11:51 AM. Then, at approximately 1:40 PM — nearly four hours after the end of my original service window — I suddenly received a notification that a technician was on the way.
Since I was already gone, I called the technician directly, explained the situation, and told him not to come. The battery replacement was never performed.
Despite this, CarBattery.com charged my card the full amount of more than $400, and the charge has now fully processed.
I called customer service again to understand why I had been charged the full price for a service that never occurred and to request a refund. I was initially told that a refund of $125 would be issued. When I asked why only $125 was being refunded and what justified retaining the rest of the $400+ charge for a battery replacement that was never performed, ample communication and notice, along with a very clearcut assurance from them that I would receive a refund if it’s cancelled, and I could not get a clear explanation.
The representative ultimately told me they would need to call me back regarding a full refund. The interaction was also unnecessarily difficult and dismissive, with straightforward questions about the charge repeatedly going unanswered. At one point the representative went as far to say I’ll be refunded $125 and will have to call back for the rest.
At this point, I am waiting to see whether the company actually refunds the full amount. Regardless of how that is ultimately resolved, the experience has been unacceptable: a promised service window that apparently could not actually be honored, hours without meaningful communication, a technician dispatched after I had already communicated cancellation, and then a $400+ charge for a battery replacement that never took place.
I will update this review if and when the company resolves the charge.