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:06/05/2024

  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.

  Date of transaction: May/April 2024. After repeated (almost daily) charge out of my credit card. The charges are for either for $7 or $10 and seem to happen around 2AM daily. I called Electrify America. Worst customer service, and can not explain what the charges are for or made any effort to correct the issue. In fact, the customer service call seem to be "disconnected" repeatedly. I then called my credit card company, who had much better customer service, got the charges reversed and change my cc #, as this seems to be a security issue and so that Electrify America can not perform any more charge. I am still getting notification of Electrify America attempting to charge. When I called today to inform them to remove my account, they refused, and the call got disconnected again.

  Business Response

  Date: 06/26/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:05/25/2024

  Type:Sales and Advertising 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.

  Almost every time I have attempted to use an Electrify America charger, it's been out of service. I've had this experience in multiple STATES. If someone was to only have 2% charge on their car and found themselves at a non-working charger, they would be literally stranded. This company has an obligation to routinely service their machines so NO ONE has to experience this.

  Business Response

  Date: 06/04/2024

  Please see attached response to this complaint.

• Initial Complaint

  Date:05/23/2024

  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.

  Electrify America disregarded my concern when I contacted them. They did tell me how to cancel and get a refund of my stored money. However, They failed to tell me why I was charged $8.94 2/12/24 when I have the free VW charging plan and had not used 30 minutes yet. 2023 VW ID4 *****************

  Business Response

  Date: 05/31/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 06/04/2024

  [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: 21749977
  
  I am rejecting this response because:
  Electrify America has horrible customer service and would rather send a response full of advertising their services than take the time to look into an under $10 complaint.
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/20/2024

  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.

  This company boasts of being the top provider in America. However in ********* it has been literally h*** Two key locations in the city have been shutdown, along with the malfunctioning machines that are left. It's 100 and there are four cars ahead of me in line. If each car takes 2 hours to charge I'd have to wait all day just to even charge. It's a great inconvenience to try to work with. I sometimes have to wake up at 3 am just to charge the car. There is also a Lyft discount plan they say I have but after every charge it says I saved $0. Good luck trying to get the rest of america on board.

  Business Response

  Date: 05/30/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:05/17/2024

  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 February 4th, 2024, I was charging my VW iD.4 at an EA station in ******, *******, when a spike disabled my car and the car charging next to it. I contacted Customer Support at EA, and they instructed me to have the vehicle towed to authorized repair, to keep receipts of all expenses, and to submit a repair bill when the car was repaired. The repairs were extensive and required three months of work. During this time, EA told me they were investigating the problem. After three months and two authorized repair shops completed the repairs, I returned the repair invoices. The invoice from Sunrise VW (the second repair shop) listed six pages of repairs needed at no charge. It seems these were covered by an agreement between VW and EA. I paid the invoice from ******* VW in ******. Repair Reimbursement $4,281.20 I submitted the tow, rental car invoice (1 month only), and fuel receipts.Fuel Reimbursements $336.49 ******* VW supplied me with a loaner car for two months. Receipts and Invoices were sent via email as instructed. They are also uploaded with this filerental Car $947.76 Tow Expense $205.57 On May 16, EA called me to notify me that they were not accepting responsibility for the incident. They claim their charger was not the cause. This is not plausible. Two vehicles experienced the same problem at the same time. The common denominator is EA charging station.From the first call, EA told me they were working to encourage Electric Car usage. Integrity is needed from a company that will own up to the problems that occur while customers use their service. ********************** assigned the case number 1776314.Total Reimbursement Owed $5,771.12

  Business Response

  Date: 06/14/2024

  Please see attached response. Thank you.

• Initial Complaint

  Date:05/17/2024

  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.

  On May 13th, 2024, I charged my 2024 *** i4 through my free plan I received when I purchased my vehicle. I know the plan allows for 30 free charging at EA every day for a year. I know and understand I am responsible for any overages and/or idle time. In the case of my charging session on May 13th, I went to the Napa Outlets and waited for a charger to clear as there are only 4. Once one opened up, I pulled in, and plugged in at 2:32 PM (PST) and started charging at 2;33 PM. I charged for a total of 29 minutes, hitting the STOP button on the actual machine itself and unplugging my car at 3:02 PM. This was all recorded in my *** app. I left the outlets and drove home. My CCTV video shows me pulling into my driveway at 3:15PM with me, and my vehicle. I was home for the rest of the night. My CCTV footage has movement at 5:29 PM, showing me and my vehicle still at home. There was no more activity on my CCTV for the remainder of the evening. I was charged $24.36 for the session. When I called many times to get this resolved, the representative told me I had charged for 1 hour and 20 minutes, from 7:49 PM-9:00 PM. There must be some mistake, as I was at home, with my phone and my vehicle. I have all the evidence, which I've presented but they denied my refund saying the machine said I was there, charging, for 1 hour and 20 minutes. It is physically not possible for my car to charge for 1 hour and 20 minutes as when I started charging at 2:33 PM, I was at 43% and 29 minutes later, I was at 81% full. My car would not accept the additional time they said I charged. It's impossible. There is obviously a glitch in the EA system that they are unwilling to recognize and or correct. I have a pile of evidence and all they have is "their machine said". I want a refund of $24.36. I find it crazy that I have to spend hours on the phone with customer service, one of who said I would get a refund in up to 2 weeks (*******). After that, I received a denial letter.

  Business Response

  Date: 05/30/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 05/31/2024

  Although details from EA for this reference are inaccurate, I was finally able to get a refund after spending multiple days and hours on the phone with EA. I also got accused of letting someone use my account, which I did not. I appreciate the refund and the phone call from ****. **** was able to give me answers and was reasonable. Im not sure how someone else was able to use my account. Hoping EA can fix this glitch to prevent further headaches. 
  
  Regards,
  
  *****************************
  
  

• Initial Complaint

  Date:05/15/2024

  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 and so many other drivers have been charging our cars at ************ charging stations 210278-01 through 06 and we spend hours waiting for available charger because 3 out of 6 chargers are constantly out of order. This is the only EA location around 15 miles area and its getting out of hand. I come to this location every week and it seems like no one fixes it. Any given point you come to this location 3 -4 stations are out of order and you have a line of 5-7 cars standing in line to charge. All calls to EA resulted in apology for the inconvenience but nothing else. Please address the issue.

  Business Response

  Date: 06/04/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 06/18/2024

  After receiving original response from the business, I went to the charging station and only one station out of 6 was out of order. Wanted to see how long it will hold. Yesterday 6/17/24 stop by the charging station and 3 out of 6 stations were out and 6 cars in line waiting. People in line complaining that even 3 that were working were not fast and produce only half of the capacity. I understand that luck of parts and resources affect every company but if half of charging stations break every week, something else is wrong.

  Thanks,

  *******

   

• Initial Complaint

  Date:04/27/2024

  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.

  Charging Session *********** Hello and hope all is well! I was charged $9.20 for idle fees when we left the station, I reported it to customer care who refused to start the machine to stop it she said she had to wait for someone else to charge and she promised to refund the idle fees when it stopped.She gave a case number ******** and no ones helped out

  Business Response

  Date: 05/23/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:04/27/2024

  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 April 11th, 2024, I attempted to charge at the EA station in ******, **. I had already subscribed to the EA membership for the discount, but I could not get the EA Android app to start a charging session on the first charger I tried. Thinking it was bugged, I then moved to a different charger, same problem. Every time I swiped to initiate charge, the app would refuse to start, stating an error with the auto-reload. I had over $13 yet, and the auto reload is not supposed to occur until under $5. To ensure it was working, I loaded another $40. This was successful. I called the support line and it's automated message reminded users to ensure they had the latest version. So I hung up, checked and saw there was an updated version. I downloaded it and once again tried. All 4 chargers refused to start from swiping in the app. So once again I called for support, but no one ever picked up. Not knowing how else to get the membership rate, I had to resort to using ****** BlueOval plug and charge to finally get the charger working. This meant I had to pay full price, despite paying for the membership plan.While at my destination, I completely uninstalled and reinstalled the app. On my return, Apr 14th, 2024, I stopped at the *********, ** location and encountered the exact same problem bit with a new error message. I started a case number asking for reimbursement for the difference between the full price and my membership rate. I was told since ****'s plug and charge bills **** directly they could not help me out. I paid for the membership discount and the only means by which I can use that discount failed. All I want is what my membership plan discount owes me. I will accept being credited the difference to my EA account.I also want to know if there is another way to activate a charger for the discount. The customer support line hold times are not helpful. Give us a wait estimate or a line number, or anything to indicate that we are going to be able to talk to someone.

  Business Response

  Date: 05/23/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:04/18/2024

  Type:Sales and Advertising 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 purchased a new car from the local *** dealership and as part of that sale was told i get 2 years of free 30 minute charges at any Electrify America charging station. When at the dealership the sales person tried to help me sign up for this and the Electrify America system was down. I called in the following day to get the free charge offer activated and was left on hold for 30 minutes before having all of my information taken, model of car, VIN number, etc, name, email address. I was told that they would escalate this to the service team and I would receive a call back. 5 days later, after receiving no call back, i phoned in again. A different representative took my case number from me and proceeded to ask for all of the same information. When i asked if I could be transferred to the service team to have my account activated the representative went quiet. I then told him that I felt like this was consumer fraud and he muted his line. I could tell he muted because all of the background chatter and ambient noise that had been on the call went silent. I stayed on the line like this for 5 minutes before hanging up. I then searched Electrify America scam online and noticed dozens of complaints about the company.

  Business Response

  Date: 05/20/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 05/24/2024

  [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: 21595404
  
  I am rejecting this response because:

  I did return the initial Electrify America representatives first phone message using the phone number provided in her voicemail.  That phone number took me to the same foreign call center that I used for my initial two calls and no one there had any idea who the woman who left the message was and were unable to connect me.  While on that call a manager of the department spoke with me and reiterated that they were unable to assist me with my problem.  She said that I had to wait for an email from the Electrify America service team with instructions on how to register my car.  
  

  As of this day, May 24, 2024, which is nearly six weeks post my vehicle purchase and initial phone call, I have yet to receive any email correspondence from Electrify America. 
  

  The service representative did indeed call me again and leave messages, yet the phone number she said to call was the same service center that I had already phoned multiple times before.  I chose to not phone knowing full well due to previous conversations with service center employees that it was a waste of my time as they could not help me and had no way of connecting me with the person who left me the voicemail messages.

  In closing I am still waiting for this supposed email that will allow me to enroll for my free Electrify America account.  My time is very valuable to me and wasting more of it calling people who cannot assist me seems pointless.  The legalese of the paralegal response is irrelevant to me.  Regardless of whether they have called a few times or not they still are obligated to fix my issue and have not yet done so in spite of telling me that they would.

  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 06/05/2024

  Finally after many weeks my Electrify America account was activated last week.  The process was time consuming and frustrating.  The system that the company has in place to resolve issues such as this does not work.  The information that I was given by the state overseas based call center, which is the only phone number provided for contact, directly contradicts what I was told by the US based person who phoned me in follow up.  In addition both the call center and UD based representative told me that I would receive email communication from them to resolve the issue.  To this date the only email I received from the company was the final email telling me that I had successfully updated my account.  Customer service is poor and seems intentionally designed to avoid activation of these free accounts.  Finally my account when activated was effective for 2-years starting on the date I purchased the vehicle even though this process delayed activation by many weeks and will result in the free period being less than stated.