When you see a tow truck driving down the road, odds are higher than any other concern that they’re headed to a call for a dead battery. It’s the most common complaint customers have, no matter if you’re working at a dealership or an independent repair shop. Nearly all of the concerns come down to a handful of root causes.
Knowing what these top battery-related customer complaints are and what repairs are typically necessary can help not just streamline the repair order, but boost customer satisfaction and educate the customer on the importance of battery maintenance.
Here are the top five most common battery complaints, their causes, and the most likely resolutions.
1. Battery Won’t Hold a Charge
A battery that won’t hold a charge tends to be the most common concern, especially in areas where the weather is extreme. While the concern itself can mean different things to different people, it’s most often because the battery doesn’t have enough energy to turn the engine over soon after the engine’s been shut off. Even if the battery is recharged or jump-started it isn’t long until it’s too weak to start the car.
The underlying issue could be one of several:
- The battery might have natural degradation from its age, and with lead-acid designs, it’s usually around three years or so that age shows its face.
- There’s internal damage like sulfation that’s preventing it from properly storing or discharging energy.
- There’s a parasitic drain, indicating an electrical component isn’t turning off when the ignition is shut off.
- Charging system issues could also be to blame, such as an alternator that’s not properly recharging the battery.
When your customer complains of this, it can often mean the battery needs to be replaced, but that’s not the only potential correction. Ensure the alternator is tested and the electrical system is checked for parasitic drains. And sometimes, reconditioning the battery can reverse sulfation, saving the customer some money in the meantime.
2. Battery Dies Frequently
Your customer might complain that the battery keeps dying. First, there needs to be a little more investigation before printing the repair order to guide the technician. Do they mean the battery dies while it’s sitting, or is it happening while driving? As well, have they already replaced the battery and the symptom still occurs? Provide as much information to your technicians to help expedite the diagnosis, and accurately too.
For this concern, you’ll typically come across the following problems:
- The driver takes frequent short trips that aren’t long enough to recharge the battery fully, causing it to deplete faster than normal.
- The alternator is malfunctioning, not delivering enough power to the electrical system to maintain a full battery.
- The weather is very hot or cold, and a weak or old battery isn’t able to recharge properly.
The battery might be faulty, but there may be something else masking as a battery issue or causing the battery to fail. Check the charging system, ask for more information from the customer, and change the battery if it tests bad.
3. Engine Cranks Slowly or Won’t Start
When a customer experiences a slow cranking condition, it’s often a clear sign of battery or charging system conditions. However, that’s not the only cause, so diagnosis should still be performed. Things you might encounter include:
- An end-of-life battery, more than three years old, or one that’s undersized for the application.
- Loose or corroded connections that create higher resistance in the circuit, delivering less power than necessary to the starter motor.
- A starter motor that’s too weak to crank the engine over anymore.
- Engine oil that’s too thick, especially in extreme cold temperatures.
As always, a battery test is a good first step, but there may be underlying conditions. Verify the battery fitment, confirm the maintenance is up to date, and check for corrosion. Being thorough with a charging system test is never a bad idea either.
4. Battery Terminals Are Corroded
As mentioned, poor battery connections are often caused by corrosion on the terminals. It can confound customers how this crumbly, powdery substance got there in the first place. Typically from the reaction of fumes seeping from the battery terminals and reacting in the presence of the lead post, the battery cable, and oxygen, it’s common for it to build up.
Keep an eye on concerns like electrolyte levels, and when you’re servicing battery terminals, don’t neglect to test the charging system. Overcharging can cause off-gassing to increase. And if the battery is cracked, leaking, or is weak or failing, a replacement may be necessary.
5. The Battery Warning Light Is On
‘Battery light’ is a misnomer, as we know, but not all customers know that it’s an indicator of charging health rather than the battery itself. When it comes on, it points to an issue with the charging system. Common reasons include:
- A failing alternator, which is the most likely cause. It may not be charging properly, or in rare instances, it’s overcharging.
- The alternator or serpentine belt is slipping or broken. Sometimes due to the belt itself, underlying problems can be a belt tensioner or misaligned pulley.
- The battery itself might be unable to hold a charge, fooling the car into thinking that the charging system is faulty.
Typical repairs are alternator replacements, but battery testing should be part of the process to check its health, along with starting and charging system checks. It’s a great time for an overall inspection too, checking into belt and tensioner conditions.
Routine Check-Ups Can Save Time and Money
Addressing these common car battery complaints hinges on regular and thorough testing. Frequent testing helps catch issues like weak batteries, poor charging system performance, and parasitic drains before they lead to breakdowns or more costly repairs. Battery testers like Midtronics MVT can provide fast and simple battery checks including battery health, state of charge, and cranking ability.
By identifying issues early, technicians can recommend preventive measures such as replacing a failing battery before it completely dies or fixing alternator problems that could otherwise result in stranded customers. Encouraging customers to schedule regular inspections that include battery tests can improve customer satisfaction, reduce emergency repairs, and extend the lifespan of the vehicle’s electrical system.
