Here is the advice from Cellman;
> I suggest you get access to the BMS balance plug, then measure the voltage on the balance plug to the BMS after the pack has been fully discharged and also after a full charge. Measure the voltage on adjacent pins, don't measure everything back to the ground wire. If you can record the voltages and let me know, we will have a better idea what the problem could be. Also, let me know the layout of the pack, or at least the dimensions of the pack.
Can anybody decipher this for me as somebody who has never even seen a BMS? Where exactly am I measuring voltages?