Falcon Hybrid Solutions review: STAY AWAY!!!

Really wish I would have seen this before I ordered from Falcon!!!
Here is my experience: I ordered a battery from them, their website said they had 73 in stock. 7 days later the battery had not shipped. I called, emailed and messaged thru facebook for 3 days before I finally got ahold of Mark. I was told they do not have them in stock and they should be getting a core back that day so they can prepare my battery. Mark printed a shipping label that day and the battery finally shipped 3 days later. While installing the battery I had some issues, My fault no one else. I called and emailed as they say the offer support if it is needed. Finally after 5 days I received an email back from Mark, he helped me thru the one step I was missing (pushing the orange disconnector down). I returned the battery and it was received by Falcon on 9/4, according to their website you will get your core deposit back as soon as they receive it. On 9/10 I emailed and messaged Mark to ask how long the refund would take as it had not hit my account yet, again on 9/15 I messaged, on 9/16 I emailed, on 9/18 I emailed. I also called on 3 different occasion and left messages and I NEVER received a call or email back. On 9/25 I called again and finally got Mark on the phone, I was told my refund would hit my account between 9/30 and 10/5, a full 4-5 WEEKS after they received the core back. Mark did not apologize or try to do anything to make it right. I started to post my reviews and now he is taking them down and trying to fight the truth. He even sent me a message asking why I was trying to black mail him into giving me something....The first response I have received from him in well over a month!

 

To play devil's advocate... These are a bit unusual times. Not sure where they are located, but I don't have my full stuff in either. When we run out of stock, nobody goes in and works.

You did get the info you needed, but it was the #1 piece of advice given for battery installations of any kind for any Prius. It's the first warning in my manual and it's in almost every YouTube video and battery install thread on Prius Chat. A bit of Google Fu and you'd have been on the road in hours.

As for a refund, that's just how it works. Banks will gladly take your money instantly but it takes a long time to give it back. Even if you shop at a major outlet, that's just how it works and they have no control over that.

For example on my side when you buy a pack, the money is instantly debited from your credit card and your bank. Then it sits as pending on my payment processor for a few days. Then 1 or 2 days after that it transfers to a bank account and becomes my cash. So you pay the bank immediately, the bank pays me a week later.

If you dispute a charge, my bank gets dinged immediately (even if your money hasn't made it into my account yet!). If I issue a refund, my account gets hit immediately as well. The money goes to your bank within a day. Then they take "4 to 6 weeks" which is sometimes 3 days and sometimes 3 months to put the money in your account.

There are a lot of reasons to hate a used battery. I don't think your above reasons are really in line with that though.

 

So are you saying it is "ok" for them to go weeks without answer their phones or return emails??? I'm in business and fully understand banks and how slow things can be, I have no problem with that and that is not the fault of this company. what is the fault of this company is having a website say they have 73 INSTOCK but they have ZERO. Honestly, had they called me and told me hey, we don't have this in stock it will take us a week or so to get it sent out, I would have been fine with that. ON the back end, THEY waited 19 days after the core was received back before the even issues the refund (or at least that is what they say) according to Mark today they issued the refund on 9/23. He offered to give me the transaction ID and I said I'm not sure how to check it. He said I would have to sit on the phone with paypal for hours so it really wouldn't do any good unless I wanted to sit on the phone for hours. I asked for it and never got it. I asked for it over messenger on facebook and still haven't received it.

 

I don't want to debate another company's practices, and admittedly I am not the company who would agree with you. Even before I opened my (many) businesses, I place customer service near the bottom of what is important. I'd rather have an awesome product from a company with poor customer service than a poor product from a company that makes you feel warm and fuzzy everytime you have a problem. Having both is awesome. That's where the high-end luxury market comes in. Having neither is where you want to stay away.

But my point right now is that these are very weird times. Not everyone is dealing with it well, and those that are dealing in some capacity may not be operating "normally".

For example for me I am timing my travel around my businesses right now and shipments. I am essentially "closed" for 2 to 3 weeks every month now because my travel is no longer 1 or 2 days out, but 2 to 3 weeks for quarantine requirements.