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Business Profile

Electrical

Electrify America

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electrical.

Complaints

Customer Complaints Summary

  • 176 total complaints in the last 3 years.
  • 86 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/17/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 4/13 I was charging my vehicle at an EA station but was getting throttled with a low charge rate (37kW) which I called and reported and was told that they would look into it but for the moment there was nothing that could be done. I needed a charge so I stuck it out which caused me to go over my charge time limit due to the slow charge and incur a fee. I was unable to unplug and try another charger because back to back charging within a 30 minute window also incurs a fee. I called and requested a refund of the overage fee because of their faulty equipment and was told that next time I should plug into another unit after calling but that was not an option before. I also noticed that these chargers were indeed broken and bering replaced a couple of days later. I tried again to call and email EA customer service on several occasions and they are not only almost impossible to reach but also will not budge on refunding money paid for services/equipment that is not working. I am concerned that this will be an ongoing issue in using this business which is the only plan I can afford at the moment through my lease and I would like them to improve their policies to accept their own costs of failing equipment rather than having the customer foot the bill.

    Business Response

    Date: 05/10/2024

    Please see attached response to this complaint. Thank you.

  • Initial Complaint

    Date:04/17/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Fuses have blown while charging the vehicle three times in the past month, at random times while plugged in. I only charge the vehicle at night, when electricity is cheaper, temperatures are cooler, and overall power usage at my home is at its lowest. The circuit's breaker has never tripped. I have had no issues with any other circuit in my home. Installation of the dedicated circuit and EA charger were performed by a licensed electrician in March 2023 and successfully passed city inspection. My home has 200 amp service. I have spoken to several electricians and all agree the fault is likely in the charger itself. Electrify America refuses to provide any sort of support or warranty on the product.The sheathing on the charging cable has begun to separate from the plug, exposing the internal wiring to the elements. When I contacted the manufacturer they claim that they "do not supply replacement parts" - which is a violation of the California Right To Repair Act.

    Business Response

    Date: 05/15/2024

    Please see attached response to this complaint. Thank you.

    Customer Answer

    Date: 05/17/2024

    [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: 21587926

    I am rejecting this response because EAs failure to stand by their product in an capacity is deeply troubling and opens consumers like myself to costly repairs and dangerous situations less than a year after installation. 


    Regards,

    *****************************








  • Initial Complaint

    Date:04/16/2024

    Type:Billing Issues
    Status:
    Resolved
    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 an electric ******** It came with free charging for 2 years with Electrify America. To open an account with them I had to give a ***** credit card deposit. We never used that ***** as we never went over our 30 minute sessions that were free. We sold the car before the 2 years were up. I canceled my EA account and my ***** disappeared. It has not come back as a credit to my credit card. When I phone EA they say there is nothing they can do.....they told me to email them which I did and I have had no response. This seems like a scam and they have kept my money and I have no way of getting in back.

    Customer Answer

    Date: 04/23/2024

    I would like to withdraw this complaint.  The company has refunded my money and I no longer have an issue with them.

  • Initial Complaint

    Date:04/16/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 4 occasions now my vehicle has become inert or has had a service vehicle message after charging at Electrify America at ********** in ************. As an EV technician I have reviewed and tested all charging components of my vehicle and have found no faults. The charging connectors at ***************** and ************* are often physically damaged and the chargers are often seen to be leaking a thick blue liquid from there base. Charging should be simple and not stress inducing. 2 times my vehicle has been down for service after charging, towed from the charger. The first time was 4 months and the second for 3 months while diagnostics were being ran on the vehicle . Both times the vehicle was charged at a private charger and never had an issue. After charging at ********** again and having the same issue occur it was determined that the charger is the culprit.

    Business Response

    Date: 05/14/2024

    Please see attached response to this complaint. Thank you. 

  • Initial Complaint

    Date:04/16/2024

    Type:Product Issues
    Status:
    Answered
    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've called Electrify America multiple times trying to get them to state what the estimated market value for 3 years of free charging is for a Lucid Air Touring. They said this information would be sent to me via email at end of day, but it has been 2 days and the information has not been sent. Furthermore, callbacks revealed that the case was not properly annotated, meaning the request I had put in was rephrased in a way that asked for something different. I had iterated several times that it was a time sensitive request to multiple agents, and each one tried to avoid giving a timeline that the request would be answered. Overall, customer service and supervisors failed to do anything they said they would, lied about what they said they would do and when I would hear back, and there is no accountability because each one says they're unable to send emails and there's no way to get a hold of the same people when you call back. Hours have been burnt dealing with automated agents just to get back to a different agent in the same department rehashing the same case over and over again just to be lied to the same way.

    Business Response

    Date: 05/10/2024

    Please see attached response to this complaint. Thannk you.

  • Initial Complaint

    Date:04/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 got my electric vehicle in the spring of 2024. I was at first delighted that Electrify America had membership options, giving the consumer perks the general public does not have.However this new found excitement quickly wore off, as 1/2 the pumps in *******,** are CONTINUOUSLY broken and unusable.Pumps 1 and 4, have been broken for the past three months that Ive had my car.Ive had to sit in long lines, before and after work, never mind the temperatures outside while I have my car turned off waiting for a charger.This is very frustrating and also makes a person question what will summer charging look like as the temperatures in this area are prone to hit 100 or more.I worry about elderly people waiting to charge, parents with children and then of course everyday people like myself who need to work two jobs just to stay afloat and pay bills.As time continues on its getting harder and harder to justify paying for my membership with Electrify America. As I am paying them to inconvenience myself.Furthermore since this is an energy sufficient product, of sorts, I wonder how much funding there are getting outside of consumers and if they are, why are they continuing to get paid for services not being provided??

    Business Response

    Date: 04/30/2024

    Please see attached response to this complaint. Thank you.

  • Initial Complaint

    Date:03/26/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 3/24/2024 I put $60.00 on my childs debit card so she could charge her car enough to get home. Electrify America put a $50.00 hold plus took out $10.69. Her account is now in the negative and as of 3/26/2024 has not been credited back the $50.00. Once the amount has been charged for charging service I believe the $50.00 hold should come off.

    Business Response

    Date: 04/17/2024

    Please see attached response to this complaint. Thank you.

  • Initial Complaint

    Date:03/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We just got a Q8 etron. A big part of the decision to get that car was an offer of the free charging for 2 years on Electrify America chargers. However free charging on EA chargers is not working very well. For example, the car has a Plug&Charge feature which should be exactly what it says, you plug the charger and it starts charging (according to the feature description and the dealership's claims). However it just doesn't work. The charger prompts for payment. There is also a way to start a free charging session from ****** app. And this feature does not work reliably as well. When you enter the charger id it attempts to start a charging session. However if often fails with an error, or hangs for really long time, or shows the payment prompt again. It takes multiple attempts to start a charging session, plugging and replugging the car and pressing the button in the app. Sometimes it takes 2 attempts. Sometimes it can take 10-20min of me standing there plugging and replugging. Audi customer support fails to provide any meaningful support. The only action they took is to mark the issue as urgent and hope to resolve it "hopefully by the end of the week". By then I will have needed to charge the car multiple times. They recommend calling Electrify America to start charging sessions, or deal with refunds if we pay. Audi refuses to provide any commitment to supporting us. Audi support refuses to talk to Electrify America, they shift on me the burden of solving the issue with my car. This is double ridiculous given both EA and Audi are owned by VW. I feel like Audi should be stepping up and taking care of me while their systems are down, not shifting the work on me. The promise of "free charging" was misleading. The promised car features don't work.

    Business Response

    Date: 04/17/2024

    Please see attached response to this complaint. Thank you.

  • Initial Complaint

    Date:03/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    3/23/2024 11/8/2023 10/29/2023 9/23/203 I'm a monthly subscription holder for 2 years.Why do I always have a problem charging. why because my account is in good standingI am paying a monthly subscription but I cannot use it because there is some error on my account. Today again. EA only, the other providers no problem.4 times the same issue and no resolve. Last November I had a medical emergency and I needed to charge my vehicle so that I could address it. Yet I was stranded at the unit due to a fault not if my own. Each call took about 25bto 30 minutes to get to a point where they gave me a complimentary charge. But that's not good enough. The frustration and anxiety I have to endure while other customers can seamlessly use the same service that I pay for. This has caused undeserved stress, anxiety and delay. I feel a refund of my total membership is due and a cash settlement for compensation and to correct issue with my ability to charge.

    Business Response

    Date: 04/09/2024

    Please see attached response to the Complaint. Thank you.

  • Initial Complaint

    Date:03/16/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 should be disappointed in themselves, why is there only 6 chargers in all of *********? Im stuck here for 45 min behind 5 people waiting to charge, who on earth is part of the team making these terrible decisions? Who is responsible for approving only 6 chargers in *********?! We have more chargers in ******, **

    Business Response

    Date: 04/09/2024

    Please see attached response to this complaint. Thank you.

Electrify America is NOT a BBB Accredited Business.

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