Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2024 ***** Prologue from an authorized ***** dealership. As part of the purchase, an Emporia EV charger was installed by a ***** technician.After only six months of use, the charger has stopped working entirely. When I contacted the dealership for assistance, I was directed to file a warranty claim directly with Emporia.During the warranty process, Emporia informed me that because the charger was never connected to the internet, it defaulted to charging at 48 amps, which they claim exceeds safety regulations for a NEMA outlet. At no point during the purchase or installation was I advised that connecting the charger to the internet was mandatory to comply with electrical codes or to maintain safe ************ is unacceptable that this critical information was never disclosed to me when I bought the vehicle and charger. The charger failed after just six months of normal residential use, and now I am being told that I am responsible for replacing or repairing the device at my own expense.This situation feels like a complete rip-off and a serious lapse in transparency and accountability on the part of the manufacturer. I expect this matter to be resolved promptly without any cost to me.If it is not addressed satisfactorily, I will have no choice but to report this issue to the Better Business Bureau and consider pursuing legal action to recover the costs and damages resulting from this failure to disclose essential safety and warranty information.Please let me know how you intend to resolve this as soon as possible.

  Business Response

  Date: 07/02/2025

  To whom it may concern, 
  We received this complaint from Mr. ******** ******. Our customer service representatives spent some time troubleshooting this charger with Mr. ******* but after receiving certain key details (included below) Emporia informed him that whomever had installed the Electric Vehicle Charger had voided its warranty. 
  
  Details behind voided warranty:
  1.) From the picture that Mr. ****** provided (attached) we can see that a NEMA ***** Plug was wired directly into the hardwire whip that came with the charger. Installing the product in this manner voids the warranty as detailed in our installation guide found on our website (and included with the product) [Attached].
    -Page 2 of the installation guide states: For Hardwired Installation: This product must be connected to a grounded, metal, permanent wiring system, or an equipment-grounding conductor must be run with the circuit conductors and connected to the equipment grounding terminal or lead on the product. 
    -Page 4 of the installation guide states: Modifying the ** Charger in any way not outlined in this installation guide, including drilling holes in the charger will void the manufacturer warranty.
  2.) Mr. ******  ignored all of the warnings saying that the charger was only rated to 40A when using a NEMA plug (page 13 of attached installation guide)

  Please feel free to reach out for more information as necessary. 

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23542912
  
  I am rejecting this response because:

   

  I am writing in response to your claim regarding the voided warranty of my Emporia EV charger.
  First, I must clarify that your statement about your customer service representatives spending some time troubleshooting this issue with me is simply inaccurate. No substantial troubleshooting was conducted. Instead, I was immediately told the warranty was voided without any effort to help me resolve the problem or discuss alternative solutions.
  Regarding the installation, I would like to point out the following:
  Installation by Honda Technician (private freelancer) :
  The charger was installed by a Honda technician  (private freelancer) at the time of vehicle delivery. At no point was I informedeither by ***** or your companythat this specific installation approach would void the warranty.
  Lack of ********************start="907" data-end="910"> When purchasing the charger, there was no clear indication, either verbally or in your sales materials, that connecting it in this manner or using it above 40A with a NEMA plug would void all warranty coverage. If this limitation is so critical, it should have been prominently disclosed at the point of sale.
  No ************************start="1248" data-end="1251"> There were no proactive warnings or alertseither through the charger itself or any correspondenceabout the product being configured improperly or operating out of specification until it failed.
  I strongly object to your characterization of the situation and your attempt to disclaim all responsibility. This approach is neither reasonable nor acceptable, especially considering the charger failed after only six months of normal residential use.
  I expect this matter to be escalated and reviewed in good faith, and I request you reconsider your position in light of the lack of clear communication and the fact that the installation was carried out by a professional technician.
  If you choose to maintain this stance, I will have no choice but to pursue alternative remedies, including filing formal complaints with consumer protection agencies and seeking reimbursement through other channels.
  Please respond with a clear explanation of how you intend to resolve this matter.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a home EV charger ** December, 2021 which is covered by a 3-year warranty. Recently, the unit has started to malfunction (documented in email chain). I have attempted the troubleshooting steps discussed in the email chain, however, the issue is not resolved. I followed up asking for resolution and have not received a response. I have attempted to reach the company via phone, but have not been successful. I was previously looking to obtain a replacement unit, but at this point I would prefer a full refund per the warranty due to the lack of action on my issue.Note that email is currently the best method to reach me as due to the nature of my work, I have extremely limited access to my cell phone during typical business hours.

  Business Response

  Date: 05/19/2023

  We do not sell EV chargers and have no customer with the name ************************************  We are a mechanical company that provides furnaces, AC units, boilers and heat pumps.  I'm sorry we cannot help.  We have never sold an EV charger, nor do we have an EV charger to sell.  There is another company named Emporia Energy in Littleton.  We are Emporia Home Services. I believe that is the company you need to contact Emporia Energy.

  Customer Answer

  Date: 05/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 09/15/2023

  Here is the conversation with ***********. I have spoke with HR and he received the check and it has been cashed.