Falcon Hybrid Solutions review: STAY AWAY!!!

Discussion in 'Gen 2 Prius Main Forum' started by MattLTH, Mar 21, 2018.

  1. MattLTH

    MattLTH Junior Member

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    The bottom line at the top: IF they sell you a defective battery, they'll make it extremely difficult to return, drag their feet to issue a refund, AND they'll charge you for shipping both ways.

    My 2007 (Gen 2) Prius started having traction (hybrid) battery issues, mainly the dreaded 'red triangle of death,' but also the DTC code of 3015 indicating that a module in the battery had failed. Since the installation looked like something I could handle safely, I set out to buy a rebuilt battery.

    That's where I came across Falcon Hybrid Solutions. (Falcon Hybrid Solutions, Rebuilt Hybrid Batteries for Hybrid Drive Cars) They had a great-looking website full of shining customer reviews. I decided to order their top-of-the-line rebuilt battery for $2,040.00, which included Gen 3 cells ($1,350.00), and shipping both ways ($290.00) for the core return ($400.00 refundable), which would have brought the final price to $1,640.00.

    The battery arrived a week later (from New Jersey to the Rocky Mountains.) I removed the failing original battery and installed the Falcon battery. I didn't reassemble the whole car without a test drive to make sure the battery functioned nominally. Wow, am I glad I took the test drive first because the Falcon unit was bad. (Red triangle and DTC code 3016 [not 3015 like the factory battery.])

    I called Falcon and tried to talk to Charlie, who I believe is the owner. When I didn't get a response to my voicemail, I sent an email. I waited for a day before trying to call again, but I finally got a hold of Charlie. He had me send him photos of the DTC codes on my reader as well as the mileage on the car, etc. He said he'd get a return label sent right away.

    After waiting another day without hearing from him, I called again and said I'd prefer a full refund because I'd lost faith in the idea of a refurbished battery. I told him I wanted a "full refund," to which he agreed. Since my local repair shop sells AND installs a new battery for the same price as Falcon's price less shipping, plus the fact that waiting for a Falcon battery would have taken two more weeks, I decided to use the local shop. I also had to reinstall the original battery to keep driving the car in the interim. I told Charlie that because of his slow correspondence, I wouldn't be able to send the battery back for another week as I was going out of town. He said to use the core return label I already had and to get the defective battery returned as soon as I could.

    The return process was nearly impossible. None of the problems with FedEx was Falcon's fault, but after loading the battery into and out of my car four times on four days trying to get FedEx to accept the battery, Falcon didn't provide any assistance with the shipper other than email me PDFs to show FedEx regarding the battery design and shipping standards.

    I finally got the battery shipped, and Falcon received and signed for it on February 22nd. I waited a week looking at my credit card app every day for the refund. When it never came, I started calling. It was hard to get through to anyone, especially Charlie. I did get a hold of him a few times over the following weeks, but he said there were weather problems, computer problems, illnesses, etc. that were delaying my refund. Perhaps those were all true, but THREE WEEKS LATER the refund never occurred even though Charlie had promised to make it happen by "the end of the day" several times.

    I finally lost patience and contacted my credit card company. They initiated a dispute. A few days later on March 16th, Falcon finally issued the PARTIAL refund of $1,750.00, not the full refund of $2,040.00 because they're still charging me for shipping both ways of their defective battery. I was willing to pay 1/2 of the FedEx charges because that seemed fair to me. But now that I see they've charged me ALL the shipping, it's the last straw.

    I want to make sure anyone who risks purchasing a defective rebuilt battery from Falcon Hybrid Solutions will likely go through the same shoddy service AND be on the hook for all the shipping charges. I feel like they have no motivation to do quality control on their products because they'll just make their customers pay for all the shipping. Do yourself a favor: If you need a rebuilt hybrid battery for your vehicle, don't use Falcon Hybrid Solutions. You'll be sorry if you do.
     
  2. bisco

    bisco cookie crumbler

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    thank you! there is a whole anti falcon thread here.
     
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  3. MattLTH

    MattLTH Junior Member

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    Crap, I wish I’d read those threads before I jumped on my fool’s errand with Falcon.
     
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  4. SFO

    SFO Senior Member

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  5. padroo

    padroo Senior Member

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  6. MattLTH

    MattLTH Junior Member

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    Thanks for that. I did that part myself with a toothbrush and a can of compressed air. And if I ever need another battery, I’ll be sure to check out Hometown.

    MattLTH
     
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  7. Lucifer

    Lucifer Senior Member

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    2 grand for a rebuilt, a new factory from toyota is 1600$, that's highway robbery.
     
  8. dolj

    dolj Senior Member

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    $1625 is the best price seen, followed by $1695. These are wholesale prices. The retail price is $1925. So it is probably fair to use $1700 as the ballpark.

    Even so, you can not compare a recycled battery built with old (9-13 yo) modules to a battery with brand NEW OEM modules.

    So, even at full retail price, $2000 for second-hand vs $1925 for brand new, it is a no brainer.

    Looking specifically at the OP's situation, $1,640.00 included installation, whereas new (even at $1625) does not. Even factoring in $5-600 for installation, I still think the balance favours new.
     
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  9. bisco

    bisco cookie crumbler

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    matt at hometown hybrids installs new oem for 2k, and throws in his own 3 year, 75k warranty.
    that's tough to beat.
     
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  10. Hometown Hybrids

    Hometown Hybrids Junior Member

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    Just noticed this and thought I'd jump in! Falcon is a MESS. We have refurbished batteries with free FedEx Ground shipping (both ways) and no upfront core charge for $995 and 2yr/50,000 on the warranty. The sale for the new OEM battery has ended, but its still just $2295 plus free shipping. We don't do core charges up front, but do retain the CC information and have you sign an agreement that you'll send the core back. We like to trust people and no one to date has failed to send their core back! -Jessica
     
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  11. Falcon Hybrid

    Falcon Hybrid Junior Member

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    [QUOTE="

    I want to make sure anyone who risks purchasing a defective rebuilt battery from Falcon Hybrid Solutions will likely go through the same shoddy service AND be on the hook for all the shipping charges. I feel like they have no motivation to do quality control on their products because they'll just make their customers pay for all the shipping. Do yourself a favor: If you need a rebuilt hybrid battery for your vehicle, don't use Falcon Hybrid Solutions. You'll be sorry if you do.[/QUOTE]

    We at Falcon Hybrid are just reading this review now.
    First off we do not ask customers to pay all of the shipping on warranty replacements. Customers are only responsible for one way shipping when a replacement is needed in warranty. Secondly any failure on install or within one month automatically qualifies you for free shipping if the issue is found to be with our product.
    We take great pride in what we do and are not in business to scam or cheat anyone.

    We have developed our own equipment and testing methodologies in accordance with Lindens Handbook on batteries which is available for all of our customers to read in our waiting room.

    We have moved this spring to a new and larger facility at 73 Wagaraw rd Hawthorne NJ.
    You are all welcome to come check out our new facility and judge for yourselves
     
  12. bisco

    bisco cookie crumbler

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    friend, you have a lot of reputation rebuilding to do. one customer at a time.
     
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  13. Eduardo Nagy

    Eduardo Nagy New Member

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    Bisco...agreed. A LOT of reputation rebuilding. I called them and asked about the negative reviews before I purchased a battery from Falcon. It seemed to be a couple of persons who were just disgruntled. After being assured those were isolated incidents, I purchased the battery, and two days later I received it. I installed the batery, and it seemed to work fine. I waited 2 weeks for my core refund, and began calling. No response. If you don't catch someone on the line, you don't get any help. After getting fed up, I gave them a hard review on their site. A few days later I finally got the core money back.

    3 weeks ago I got the red triangle again, and the battery has only been installed for about 2 months. I contacted them last week. The person who answered said he would email the form he needs for warranty service, and instructions so that I can get a replacement. He also said that I need to pay another core charge. I asked him if I would get the core charge back as soon as I returned the battery, citing what had happened last time. He hemmed and hawed, finally saying "within a few days", clearly lying through his teeth. He then took down my email address so that he can send me the form to print out. A week has passed, and still no form. I don't suppose that I will ever get one!!!
     
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  14. bisco

    bisco cookie crumbler

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    We at Falcon Hybrid are just reading this review now.
    First off we do not ask customers to pay all of the shipping on warranty replacements. Customers are only responsible for one way shipping when a replacement is needed in warranty. Secondly any failure on install or within one month automatically qualifies you for free shipping if the issue is found to be with our product.
    We take great pride in what we do and are not in business to scam or cheat anyone.

    We have developed our own equipment and testing methodologies in accordance with Lindens Handbook on batteries which is available for all of our customers to read in our waiting room.

    We have moved this spring to a new and larger facility at 73 Wagaraw rd Hawthorne NJ.
    You are all welcome to come check out our new facility and judge for yourselves[/QUOTE]
    please respond to poster #13
     
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  15. Prodigyplace

    Prodigyplace Senior Member

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    Not likely they have not been here in over 20 weeks.
     
  16. ericbecky

    ericbecky Hybrid Battery Hero

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    Let's contrast Eduard Nagy's experience with what happened at my hybrid shop on a warranty call yesterday.

    - Customer dropped off his car in the morning
    - I diagnosed that the battery had failed within the 3 year warranty period.
    - Called battery manufacturer and got warranty approval.
    - Picked up a replacement battery next day from the mfg at my local parts warehouse at no cost to the customer.
     
  17. Falcon Hybrid

    Falcon Hybrid Junior Member

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    Hi Eduardo.
    If you have not received the warranty form yet check your spam folder.
    Also please call me directly so we can handle this immediately.
    845-367-7722
     
  18. Falcon Hybrid

    Falcon Hybrid Junior Member

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    Local customer who drive in are always dealt with immediately and are usually back on the road again within 2 hours.
    for non local issue we need to diagnose it remotely which requires paperwork.
     
  19. padroo

    padroo Senior Member

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    I hate doing long distance business transactions.
    Anyone ever deal with returns from China? I have.
     
  20. bisco

    bisco cookie crumbler

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    American nationals?:cool:
     
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