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:08/15/2025

  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.

  On 8/10/2025 I started a charging session. During the session the ******* failed and stopped providing a charge to my car, even though my car continued to request charge.Electrify America's billing system immediately started counting "Idle Time" beginning when their charger failed, and I was billed for that Idle Time.Had their charger not failed and prematurely stopped my charging session, I would have had time to return to my vehicle to unplug when the session would have ended, and thus avoiding the fee. Instead their system trapped me into paying an unfair fee.

  Business Response

  Date: 08/22/2025

  Please see the attached response to Complaint ID #******** from Electrify America.

  Customer Answer

  Date: 08/22/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23752799
  
  I am rejecting this response because: I dispute that the charging session was not ended by my vehicle. My vehicle's charging app continues to tell me that it was plugged in but no power was being delivered.
  
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have a VW ID4 2023. With this purchase, I get 3 years of free charging from Electrify America.They offer a service called Plug and Charge. I'm been using this at the chargers in *******, ********. This service allows me to simply plug in my car and the charger will recognize it and start charging on my free plan.They recently upgraded the chargers. I pulled in to charge on August 4th and plugged in my car (per instructions on the charger). Plug and Charge didn't work, so I had to start it manually. After I returned to the car, I found ** had charged my credit card $30. This was NOT a deposit, it was a charge. I called them and was told by a very rude customer service person that it was my fault and so they wouldn't refund the money. I called back after the charges posted to my card and was told the problem was that I had "changed my default plan" to a pay as you go plan. I didn't change my plan either in the app or at the charger. He said that wasn't possible because the charger didn't show any error messages. I asked to talk to a supervisor. He called later and told me the same thing. I reiterated that I had NOT changed my default plan and that either the *** or the machine did. He basically called me a liar and said since there was no error message from that charger, I must have changed it. I told him I would be posting this on the ** user forum and he said that constituted a threat and he could cancel my account. I hung up.

  Customer Answer

  Date: 08/07/2025

  I challenged the charges on my credit card and was able to get the money resolved.  ************* to deal with (**), though.

• Initial Complaint

  Date:08/04/2025

  Type:Billing 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.

  On August 1, 2025, my wife, ******** *********, traveled to *********, ** and went out of her way to stop at the Electrify America charging station at *********************, based on our active 2024 EV9 Complimentary ***** kWh charging plan. This complimentary plan was provided through *** as part of the purchase of our EV9 and has always been the default plan in the Electrify America app.Despite having this plan set as default (with over 800 kWh still remaining), Electrify America charged us $36.71 for the session. The app did not display any notice that the charge would fall outside the complimentary plan. There was no user errorCristina used the app as directed, and no attempt was made to switch plans or override the default settings.After the session, ******** observed a string of multiple $10 pre-authorizations followed by the final charge, prompting me to immediately open a ticket with Electrify America. Support responded that the session had defaulted to the Electrify America Pass instead of the EV9 Charge Plan, which triggered the charge.We have attached screenshots of our app showing that the complimentary plan is and was selected as default, with significant balance remaining. The session should have been billed under that plan, and no consent was given to charge any payment method on file.

  Business Response

  Date: 08/08/2025

  Please see the attached response to Complaint ID ******** from **********************.

  Customer Answer

  Date: 08/08/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23700543
  
  I am rejecting this response because:
  Rebuttal to Electrify America Response - Complaint ID ********
  Complainant: ***** *********, on behalf of ******** *********
  Incident date/location: Aug 1, 2025 - Electrify America, *************** (*********, **)
  Amount in dispute: $36.71 (plus multiple $10 authorizations)
  Executive Summary
  Electrify America (EA) incorrectly charged my wife, ******** *********, for a charging session that should have
  been covered under our 2024 *** EV9 complimentary charging plan (***** kWh). The plan was active and
  set as default in the app at all relevant times. No informed consent was given to bill any non-complimentary
  plan. **'s own response relies on a bare assertion that our account "default plan was changed in the
  Electrify America app" at 3:47 PM EDT on August 1, 2025 and switched back on August 4, 2025 - with no
  proof the user intentionally performed such change.
  This is a billing error caused by EA's platform (UI/UX defect or back-end misattribution). We demand a full
  refund of $36.71 within 7 calendar days of this filing. If not cured, we will proceed with a card dispute for
  unauthorized charges and further regulatory complaints.
  Facts and Evidence
  1. Our EV9 benefits include ***** kWh of DC fast charging under EA's 2024 EV9 plan. EA acknowledges the
  existence of this plan in its response.
  2. The EA app on ********** phone showed the EV9 complimentary plan active and selected as default with
  substantial remaining kWh at the time of the charge.
  3. The August 1 session was nonetheless billed to our stored payment card for $36.71, and multiple $10
  authorizations appeared in sequence immediately after the charge.
  4. **'s denial rests on the claim that the "default plan was changed in the app" at 3:47 PM EDT on Aug 1 and
  later "returned to the EV9 plan" on Aug 4 at 1:12 PM EDT. ** offers no user-action audit trail to show
  ******** knowingly and affirmatively selected the paid "Pass" plan.
  Rebuttal to EA's Arguments
  A. "User changed default plan" is unsubstantiated and implausible.
  B. Informed consent was absent.
  C. "Limited kWh plan" is irrelevant to this transaction.
  D. Forced card-on-file + parallel "Pass" plan is an unfair workflow.
  E. EA's own letter confirms the EV9 plan exists and applies to EV9 purchasers.
  Demand for Cure (7 Days)
  This is a final demand for cure. Within 7 calendar days of BBB receipt, please:
  1. Refund $36.71 posted for the August 1 session.
  2. Confirm reversal of any related $10 authorizations.
  3. Confirm the account remains on the EV9 complimentary plan as default.
  Preservation of Evidence
  Please preserve all records related to this transaction.
  Page 1
  Rebuttal to Electrify America Response - Complaint ID ********
  Relief Requested
  - Immediate refund of $36.71
  - Written confirmation that complimentary plan remains default
  Closing
  We are long-time IT professionals; this was a platform failure. **'s response cites a timestamp but no
  evidence of informed consent. We request BBB facilitate a refund.
  Page 2
  
  Regards,
  
  ***** *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/04/2025

  Type:Billing 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.

  Electrify america offers a premium free charging plan at all of their networked electric car charging stations. However in June they decided to no longer include stations at ****** locations, the stations are still branded and operated and paid for thru electrify america and the charging app. However no notification or any indication was given to customers. The difference between a charging session on June 10th and June 12th were identical, no notice or indication that the electrify America charge station had a no membership policy. I was charged $27 for a charge that was in the past covered under my plan. I signed no new agreements and was given no notification. The charging stations have no posted notice and the application gave no notice. The physical appearance of the charging stations is the same and still is branded with Electrify america. In short Electrify america is pulling a "Bait and Switch" tactic that is charging thousands of consumers illegally. I spoke with electrify america customer service, the call was escalated to the highest level they would allow. No refund was issued nor apology or recognition of the illegal action. Furthermore, no email or notice was issued to consumers to warn of the ****** charge station change to the premium plan. I will be seeking a class action law suit. All other consumers should be aware and seeking to join.

  Business Response

  Date: 08/08/2025

  Please see the attached response to Complaint ID ******** from **********************.

• Initial Complaint

  Date:07/29/2025

  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 was at a charging station at flaming and sandhill, ****************. I have been charging there for over 18 months. I went today and spent about 15 minutes trying to get the system to work as usual. I then called and spoke to ***. I did my quick verification and explained the issue. I have complimentary charging for 3 years with my *** I7 (CAR COST $143,000). I explained it was 102 degrees, I just went thru surgery and 3 others were waiting. I needed resolution quickly. so after about 12 minutes, she wanted the credit card number I use for this account. I told her I have numerous cards and I didn't know which one. She had a thick accent and it was hard to understand standing outside. So finally I tried just using the electrify America application instead of the mybmw app which wasn't working. She finally came back on and I told her that it was now working. I said I just need a refund for whatever this charges on the electrify America app because I was entitled to free. She flatly responded no. I then asked for a supervisor. approximately 22 minutes later, I spoke to Beya. She said they would not refund and it was my problem. I told her this was not ok and I wanted the refund because my car purchase provided me. It wasn't my fault their systems were having issues. We went back and forth and I told her I would pursue other means because she refused to give me satisfaction nor someone above her.

  Business Response

  Date: 08/06/2025

  Please see the attached response to Complaint ID ******** from **********************.

  Customer Answer

  Date: 08/07/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23670947
  
  I am rejecting this response because:

  I explained to the girl that I had just had surgery, it was very hot and there were other cars waiting.  She expected me to know which credit card I used when I set up the account 2 years ago.  I have over 20 credit cards and the situation was not typical.

   

  I am entitled to free charging and they were not willing to bend under extraordinary circumstances.  She acknowledged she knew that I had free charging and when extraordinary circumstances come up, I don't believe this is ok.
  
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 08/07/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23670947
  
  I am rejecting this response because:

  I explained to the girl that I had just had surgery, it was very hot and there were other cars waiting.  She expected me to know which credit card I used when I set up the account 2 years ago.  I have over 20 credit cards and the situation was not typical.

   

  I am entitled to free charging and they were not willing to bend under extraordinary circumstances.  She acknowledged she knew that I had free charging and when extraordinary circumstances come up, I don't believe this is ok.
  
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/27/2025

  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.

  The problem is I purchased a 2019 **** E *** electric vehicle electrify America. I gave me 1000 credit to charge my vehicle. The **** apphad crashed had crashed so now the company do not want to return my 768 credit that I have left over

  Business Response

  Date: 08/06/2025

  Please see the attached response to Complaint ID ******** from **********************.

• Initial Complaint

  Date:07/23/2025

  Type:Billing 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 signed up for electrify america pass+ that cost $7 each month in May 2025. I forgot to cancel the plan before the next charge. There was an account balance when the **** charge hit my account and they took the $7 without notification. When it was time to charge my July fee, the balance was under $7 and they charged my credit card on file. I went to cancel the plan immediately but they refused to refund this fee.Their practice of charging each month with no notice is deceptive.I'm seeking a refund of at least $7 for the July and another $7 for the **** ********* on file: ******************* ph: ************.If they are not willing to offer any refund, i'm requesting a refund of my existing balance of $6.95 and deletion of my account and any associated records as I will no longer do business with them.

  Business Response

  Date: 07/25/2025

  Please see the attached response to Complaint ID ******** from **********************.

  Customer Answer

  Date: 07/25/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23645087
  
  I am rejecting this response because:
  
  I am seeking a refund for the July period. I provided notice for the cancellation and was rejected

  
  Regards,
  
  *** ***
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/16/2025

  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.

  First time using their electric charging station. I downloaded their app and charged at their charging station in target. I then shopped at ******. After my charge was complete they started charging me an Idle charge, I got no notification about this happening just a notification that my account kept getting replenished without any explanation. Once I got back to my car and unplugged only then did the idle fees show up. My charge cost me ***** but the idle fee was 20$.

  Business Response

  Date: 07/22/2025

  Please see the attached response to Complaint ID ******** from **********************.

• Initial Complaint

  Date:07/02/2025

  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 am filing this complaint against Electrify America for approximately $48 in unwarranted charges due to their faulty mobile app, unethical billing practices, and poor customer service.Between March 26 and April 20, 2025, I experienced multiple issues with the app. It failed to process my 25% discount subscription for my first two charging sessions. Poor data connectivity in remote areas further hampered troubleshooting. It was a struggle to even get the chargers to work. On my third session, the subscription activated but the discount wasn't applied. It only worked on the fourth session. This cost me about $20 in missed discounts.On April 20, 2025, I attempted to cancel my subscription via the app, but the cancellation did not process, and I received no confirmation. As a result, I was charged $7 monthly for May, June, and July 2025, totaling $21 in unauthorized charges. I received no notification of these charges via app, email, or text. ******** a subscription without notifying the customer is a very shady business practice. I discovered these charges only when preparing to purchase another membership.Customer support denied a refund for the subscription issues and missed discounts, citing terms and conditions. They offered a $7 refund from my app wallet, which I accepted, but it has not been processed as of July 2, ******* total, I am owed $48: $20 for missed discounts, $21 for unauthorized subscription charges, and the $7 unfulfilled wallet refund. The app's persistent glitches, failed subscription processing and cancellations, lack of communication, and unfulfilled refund constitute unethical practices.Resolution Sought: I request a full refund of $48 to my credit card. I hope the BBB can assist in resolving this matter promptly.

  Business Response

  Date: 07/10/2025

  Please see the attached response to Complaint ID ******** from **********************.

• 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.

  *** been using their services for at least a month. There is no note stating that youre gonna be charging idling. This is the first time that he has happened.The amount is at or more than the actual pricing for the product I got, which is a full charge when calling the customer service, they that they have a note on the machines would date down, and they refuse to accommodate to the problem and refund the difference amount of money

  Business Response

  Date: 07/21/2025

  Please see the attached response to Complaint ID ******** from **********************.