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:02/19/2024

  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.

  Ive been trying to gather as much information as I can. My documentation isnt as thorough as some other maybe, but Ive just started. Currently this seems to be the business model, but some businesses are more guilty than others. I know for a fact electrify America is charging more than they need to, to customers cards. They charge when your start a session; they charge your card during the session; and they automatically charge again at the end. Whether your account needs it or not. Going through their app is the only way to get a non-inflated special member price while charging (and actually being a member offers no other service than paying lower prices. And they wont let use all the dollars you put on there. I put 10$ on my account because that is actually plenty for an electric car; but it kicked me off at 6$ and wouldnt let start charging again until I added more money. The other day I went for a charge and I added 10$ to my account. I charge to 50% and used 9$ and when I ended the session it charged me again. This, in my opinion, should be illegal. And I filmy believe currently ********* is getting in trouble for this very thing. I want to know why they are able to take 10$ from me and only give me 6$ worth of product constantly.. over and over to me and many others. They wont let you add 5$ to your account even though 5$ would be plenty to just get home or maybe even, god forbid, thats all you have!

  Business Response

  Date: 03/14/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 03/23/2024

  [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: 21314487
  
  I am rejecting this response because: Theyve admitted to everything Ive accused them of doing. They simply say they have a right to do everything Ive accused them of doing. And their entire company is hedging a bet on the fact that no one single person is going to litigate them and theyd have to fight an entire class action lawsuit before they changed their ways. Not once has this company declared what they were doing to be moral; In line with the way people spend money at gas stations; Or even legal. They know, as well as I do, they are in a legal gray area when it comes to only allowing debit and credit card payments,  and they are exploiting that fact, and they know that. I find their response, not only condescending; and in fact, brazen. Imagine knowing what you do is wrong and trying to defend yourself anyway. electrify America has tried to pick a part the legality of my arguments rather than address the accusation as a whole. The fact remains when using the Electrify America app and adding money to the virtual wallet; No one, regular consumer expects that adding money to their wallet would not allow them to spend all of the money that theyve added. The company admits that once you get down to five dollars that youre required to add another 10$ dollars (minimum amount able to add) in order to use all $10 that youve added. Requiring a minimum at a place where its not meant to store money; Doesnt make sense. Once again, no regular customer would be adding money to their ********************** app if not to spend all of the money they added on charging their car.  Electrify America knows this; And Electrify America is doing everything they can to keep money they know they would otherwise be able to keep. 
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/17/2024

  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.

  Thus company is an EV charging station. They have been contacted several times in the last week about issues with their malfunctioning equipment. They constantly steal money due to the malfunctioning of their equipment. **************** is beyond horrible. I have documentation to back up all of the money that was lost donto system error

  Business Response

  Date: 03/11/2024

  Please see attached response to the complaint. Thank you

• Initial Complaint

  Date:02/12/2024

  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.

  Electrify America offers a membership with a fee that allows you to get a better rate at the charging stations. Ive been a member for over a year and have just noticed that sometimes I get my membership rate and sometimes they charge me the higher rate. I called and complained about it and they said they will look into it, but also said they will not go back and fix any errors that go further back then 30 days. They tried to tell me it was my fault because when I purchased the car I got 1000 kW for free, and after that ran out, I was supposed to switch it to the membership. We have been on the membership the entire time and have never switched between the free and the membership. They just changed me what ever they wanted. One time would be at the higher rate and the next time might be at the membership rate. Its random and cant be my fault because I have never changed anything but still get the different rates. Pictures are included and show the two different rates on the same plan, all in a three day span. I want reimbursed.for all over charges while *** been a member and some type of compensation for lost of use of funds while they inappropriately held from me. A criminal case can also be initiated against a business and an employee for overcharging in ********** Superior Court. The punishment that *** be imposed in these types of proceedings for allegedly overcharging a customer will generally depend on the amount of the overcharge. This might need to be a class action suit as I can only assume this has happened to thousands of people. I will contact a class action attorney but was hoping you might get this settled with some type of additional compensation.

  Business Response

  Date: 03/07/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 03/15/2024

  [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: 21279298
  
  I am rejecting this response because: The paralegal believes the company is doing me a favor and helped me sign up for a program that Ive clearly been a member of since we purchased the car, and even before I needed their membership as you can see in the images clearly stated above, with that being said, I expect the company to audit all transactions and compensate for all overages that have been charged while Ive been a member with some type of compensation for the hassle and the overcharges. This paralegal has clearly overstated their lack of knowledge of my file , and does not understand if she wouldve took two seconds to go back and look at my file she clearly see that Ive been a member paying the additional membership plus for well over a year 
  And NO ONE  helped to sign up for as stated in her response. I believe this case needs to be moved to a class action lawsuit immediately
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/03/2024

  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.

  25-50% of Electrify Americas EV chargers are BROKEN AND OUT OF SERVICE. It has been this way for the 10 months I have been driving my EV. Broken chargers stay broken for days to a week! This is no way to run a business and keep your company from going out of business. In 2025 with an adapter Tesla chargers will be available to all EVs. I drove a Tesla for 6 years and their chargers worked 95+% of the time. Electrify America you need to get your act together NOW or your company will soon cease to exist! Pay more attention to customer service or you will have no customers! Im extremely frustrated and disappointed!

  Business Response

  Date: 02/28/2024

  Please see attached response to this complaint.  Thank you.

• Initial Complaint

  Date:01/30/2024

  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.

  I have been charging at electricity America and in November 28, 2023 they charged me .48 kwh they rate for the charger I used is .28 kwh. I reached out for a refund of the difference. I was told it is .28 a min but all my receipts from them say .28 kwh. They are giving me receipts for a different amount then it said. The amounts do not match what I should be paying. They are showing different amounts on the screen and in their app. None of the amounts they have been charging seem to add up to any amount they claim.

  Business Response

  Date: 02/28/2024

  Please see attached response.  Thank you.

  Customer Answer

  Date: 03/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:01/21/2024

  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.

  At least two charging stations at Electrify America's location at ******* Store *******************************, Rosedale, MD ******** have been out of service for several months. Now, a third charger there is out of service. This is unacceptable since ** drivers like me were offered three years of free charging. It is deceptive since I'm unable to use the offer. Also, I believe it is discriminatory because it is in a lower-income location compared to Electrify America's chargers that work elsewhere.

  Business Response

  Date: 02/09/2024

  February 9, 2024

  Dear Dispute Resolution Team:
  

  I am a Paralegal to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated January 28, 2024, under the above-referenced file number and the related complaint regarding Complaint ID ******** (the “Complaint”). I will refer to the person that made this complaint as the “Complainant”.

  Electrify America is a coast-to-coast electric vehicle (“EV”) charging station operator and as part of its services, offers customers direct current (“DC”) fast charging services for EVs. The Company is currently the largest open DC fast charging network in the U.S., and is investing more than $2 billion in Zero Emission Vehicle (“ZEV”) infrastructure, education and access.

  The investment will enable millions of Americans to discover the benefits of electric driving and support the build-out of a nationwide network of ultra-fast community and highway chargers that are convenient and reliable. Electrify America expects to have more than 1,800 total charging stations with over 10,000 individual chargers in the United States and Canada by 2026. During this period, the company will be expanding to 49 states and the District of Columbia, supporting increased ZEV adoption with a network that is comprehensive, technologically advanced and customer friendly.

  Electrify America’s portfolio of charging stations around the country is still in its early stages1, and is growing rapidly2. As part of Electrify America’s commitment to provide customers with a quality charging experience, Electrify America maintains a  comprehensive maintenance and management program for its EV charging stations, and monitors charging stations through a number of channels. Electrify America maintains a Contact Center, which operates 24 hours a day, 7 days a week, 365 days a year to provide Tier 1 support for customers. Additionally, and importantly, the Contact Center has linguists available to respond in 240 languages and dialects if the customer’s first language is not English. 

  Electrify America’s Network Operation Center is staffed by engineers around the clock to respond to technical issues and dispatch maintenance to the stations, if needed. Electrify America has engaged a third-party maintenance and repair vendor to perform routine, regular, pro-active campaign, and emergency maintenance to help keep the charging stations operational. Lastly, the Electrify America network is proactively monitored through a backend software system to ensure the Electrify America chargers are  online and available for customers, and if issues occur, technical assessment is conducted promptly and escalated
  to the appropriate channel for diagnosis, response, and repair. 

  The Complainant alleges that “at least two charging stations at Electrify America’s location at ******* Store ****, **** ****** *** **, Rosedale, MD ***** have been out of service for several months”. Although the Complainant indicates “two charging stations”, I believe they are referring to two chargers at that particular charging station located in Rosedale, MD. 
  

  The Complainant goes on to say that “** drivers like me were offered three years of free charging” and that “I’m unable to use the offer”. The Complainant’s desired resolution is a repair.
  

  After investigating this matter, I am told that the Complainant has not called the Customer Support Center to report they were unable to charge at this, or any other charging station and further, the Complainant does not state a single instance when they were unable to complete such a charge. It should also be noted here that the real-time available charging speeds and availability for the chargers referenced in the Complaint are reflected within the Electrify America app3, all of which, are either available or currently in use. 

  Finally, in response to the Complainant’s comments that they are “unable to use the offer”, Electrify America has teamed with numerous car manufacturers to offer various charging packages, or “premium offers” to customers that purchase new EVs. One such premium offer is available to Model Year 2023 ********** **** consumers that purchased a newmodel EV from an authorized Volkswagen retailer, where such purchaser is eligible to receive, from the date of vehicle purchase and subject to various conditions, 30 minute DCfast charging and 60 minutes of Level 2 charging sessions for a three year period (the “Plan”). The Complainant does not provide any detail or evidence on how they are unable to use this Plan and again, does not provide an instance where they were unable to complete a charge. Finally, our records show that the Complainant has not reached out to the Company’s Customer Contact Center to report their inability to use the Plan or their inability to complete a charging session.
  
  Electrify America takes the Complainant’s allegations seriously, and is committed to bringing a quality charging experience to its customers. The Complainant has not provided an instance where they were unable to complete a charge, using their Plan benefit or otherwise and the specified charging station in their Complaint shows all chargers are available for use. The Company continues to work hard to provide maintenance and any necessary repairs to help keep the charging stations operational. Should the Complainant have any further questions, they should please contact the Electrify America Contact Center 24/7/365 at ###-###-####.
  
  Sincerely,
  ******* *******
  Senior Paralegal

• Initial Complaint

  Date:01/17/2024

  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.

  We originally purchased a home Charging station on 11/27/22. The station began to malfunction in October 2023 when it tripped a breaker and then on 10/31/23 would no longer charge the car due to an error code. After trying at a public charger and calling the company, they concluded the home Charging station was faulty and on 11/3/23 authorized a refund pending the receipt of the unit. However, we would need to order our own replacement unit for the new price, which is $50 higher than the original price. We paid the fee, purchased a new unit, and shipped the faulty unit back. We received confirmation on 12/3 that they had received the unit and approved the refund and it would be received in 14 days. It is now 1/17/24 and we have yet to receive a refund for the returned unit, which means we have paid additional $50 for the replacement AND not been refunded for the original. We have been in contact with the company, calling 4 times and emailing 3 since the return was received and the 14 days had passed to receive the refund and the company has yet to provide any response other than they are "investigating" and would have an update by Monday, 1/15/24 which has now passed with no communication and no resolution. I would like a prompt resolution to the matter. I have spent over 10 hours fixing a faulty product and trying to get a refund. I would like my refund processed and sent and the extra $50 they charged me for the replacement reimbursed.

  Business Response

  Date: 02/02/2024

  February 2, 2024

  Dear Dispute Resolution Team:
  I am a Paralegal to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated January 20, 2024, under the above-referenced file number and the related complaint regarding Complaint ID ******** (the “Complaint”). I will refer to the person that made this complaint as the “Complainant”.
  Electrify America is a coast-to-coast electric vehicle (“EV”) charging station operator and as part of its services, offers customers direct current (“DC”) fast charging services for EVs. The Company is currently the largest open DC fast charging network in the U.S., and is investing more than $2 billion in Zero Emission Vehicle (“ZEV”) infrastructure, education and access.
  The investment will enable millions of Americans to discover the benefits of electric driving and support the build-out of a nationwide network of ultra-fast community and highway chargers that are convenient and reliable. Electrify America expects to have more than 1,800 total charging stations with over 10,000 individual chargers in the United States and Canada
  by 2026. During this period, the company will be expanding to 49 states and the District of Columbia, supporting increased ZEV adoption with a network that is comprehensive, technologically advanced and customer friendly.
  Electrify America’s portfolio of charging stations around the country is still in its early stages1, and is growing rapidly2. As part of Electrify America’s commitment to provide customers with a quality charging experience, Electrify America maintains a comprehensive maintenance and management program for its EV charging stations, and monitors charging
  stations through a number of channels. Electrify America maintains a Contact Center, which operates 24 hours a day, 7 days a week, 365 days a year to provide Tier 1 support for customers. Additionally, and importantly, the Contact Center has linguists available to respond in 240 languages and dialects if the customer’s first language is not English. 
  Electrify America also offers HomeStation Level-2 home chargers (the “HomeStation”). This home charger includes the ability for consumers to remote start, stop and schedule their charging times at home via the Electrify America app. The HomeStation provide EV drivers a streamlined charging experience with increased charging flexibility. The Complainant was an owner of a HomeStation home charger. 
  The Complainant states that they purchased a HomeStation on November 27, 2022 and “it began to malfunction in October 2023 when it tripped a breaker and then on 10/31/2023 would no longer charge the car due to an error code”. They called the Company’s Contact Center and it was “concluded the home charging station was faulty and on 11/3/23 [Electrify America] authorized a refund pending the receipt of the unit”. The Complainant goes on to say “we would need to order our own replacement unit for the new price, which is $50 higher than the original price”. It is important to note here that the HomeStation warranty, if valid, allows a consumer to either return the faulty unit for a replacement unit or receive a refund.
  The Complainant chose to receive the refund. Finally the Complainant states they purchased a new unit and shipped the faulty unit back and they have not received the refund for the returned unit. Their desired settlement is a refund in the amount of $1,250, ostensibly the cost of two charging units.
  After investigating this matter, the Contact Center advised me that a refund in the amount of $636.44 was sent to the Complainant. The Complainant sent an email to the Contact Center on January 25, 2024 to advise the Company they received the refund and consider this matter closed. 
  The Complainant was refunded the appropriate amount under the warranty terms therefore, we consider this matter closed. Should the Complainant have any further questions, they should please contact the Electrify America Contact Center 24/7/365 at 1-
  ************. 

  Sincerely,
  ******* *******
  Senior Paralegal

• Initial Complaint

  Date:01/14/2024

  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 charged a rental car at a shopping center in ****, **. Of the four chargers, only 3 were working and there were several people waiting. I did not have an account with them as I do not own an EV car, this was my first experience using one. I tapped my card and plugged in. The screen showed approx charge to full would be 29 and change. I was at 42% before plugging in. I walked away for 20 min, upon arrival, my car was still charging and another driver was trying to use the out of order unit. They started touching my screen and it went blank. I stopped my charge, nothing still showed on screen as far as cost, etc. I received a charge to 74%. I checked my credit card app and saw that they had a temp charge of $50. I called to ask what my actual charge was. The representative stated multiple times that the $50 was a temporary charge and would come off once the actual charge was known. But they were unable to tell me what the charge would be. I have now 50 charged on my credit card, I have no receipt, no proof of anything. My credit card company will not allow me to dispute over charge without proof. Electrify America has no billing rep ****** In the weekends. Based on the est of cost to full charge, I assume I should have been charged around 12 to 15 dollars.

  Business Response

  Date: 01/29/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:01/12/2024

  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.

  1/11/2024 Charged for fast charging when it only delivered a slower level 2 charge at best.Gotten a ID.4 and was given a 3 year free 30min Fast charge or 60min level 2 charge with Electrify America . When charging at the only station near me, come to find that all the units said the full power charge is down due to maintenance or something like that. Once the car is hooked up and it starts to charge, the rate was around 15 kw/hr, which is about what a level 2 charger is. I left it there charging for the full hour as i thought it was in my plan ( I was wrong). I called right away when I got back and was told they will summit a request and they agree that the slow rate was not normal. The next day, I called and was on the phone for 2 - 3 hours trying to talk with someone about possibly getting the $6 dollars back as it was a misunderstanding of what counts as fast charge. All they said (from 3 different people) because the request was denied all they can do is report the station need looking at but there is no way for them to refund the charge. Moral of the story, Keep an close eye on the charge and Do Not go over 30mins or else they will charge you and there is no way for them to give you anything back.

  Business Response

  Date: 02/01/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 02/01/2024

  [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: 21139373
  
  I am rejecting this response because:
  They did not address the part of the plan that is 60 mins of level 2 charge.
  
  Regards,
  
  ***************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/14/2024

  Please see follow up response.

  Customer Answer

  Date: 02/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me, but i also do not wish to contact them again over the issue.
  

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

  
  

• Initial Complaint

  Date:12/27/2023

  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.

  Twice in the last week (1st occurence December 23, and the 2nd occurence December 27), Electrify America has charged for more energy than what was delivered. The battery on my car only holds 68 kwh, and the Electrify America has charged me for 80+ kwh both times. I started the charging session with 12-13kwh, so it is is more impossible that Electrify America to charge this much energy. I have called EA twice. The first time took 30 minutes and they agreed that it was impossible for the charger to deliver that much energy. So they are "investigating", but that will take 5-7 business days. The second time it happened, the response was "we will put in another ticket". No update on the first issue, and I have zero faith that there will be a timely response on the second.

  Business Response

  Date: 01/24/2024

  January 24, 2024

  Dear Dispute Resolution Team:
  

  I am a Paralegal to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated January 10, 2024, under the above-referenced file number and the related complaint regarding Complaint ID ******** (the “Complaint”). I will refer to the person that made this complaint as the “Complainant”.
  Electrify America is a coast-to-coast electric vehicle (“EV”) charging station operator and as part of its services, offers customers direct current (“DC”) fast charging services for EVs. The Company is currently the largest open DC fast charging network in the U.S., and is investing more than $2 billion in Zero Emission Vehicle (“ZEV”) infrastructure, education and access. 

  The investment will enable millions of Americans to discover the benefits of electric driving and support the build-out of a nationwide network of ultra-fast community and highway chargers that are convenient and reliable. Electrify America expects to have more than 1,800 total charging stations with over 10,000 individual chargers in the United States and Canada by 2026. During this period, the company will be expanding to 49 states and the District of Columbia, supporting increased ZEV adoption with a network that is comprehensive, technologically advanced and customer friendly.

  Electrify America’s portfolio of charging stations around the country is still in its early stages1, and is growing rapidly2. As part of Electrify America’s commitment to provide
  customers with a quality charging experience, Electrify America maintains a comprehensive maintenance and management program for its EV charging stations, and monitors charging stations through a number of channels. Electrify America maintains a Contact Center, which operates 24 hours a day, 7 days a week, 365 days a year to  provide Tier 1 support for customers. Additionally, and importantly, the Contact Center has linguists available to respond in 240 languages and dialects if the customer’s first language is not English.

  Electrify America’s Network Operation Center is staffed by engineers around the clock to respond to technical issues and dispatch maintenance to the stations, if needed. Electrify America has engaged a third-party maintenance and repair vendor to perform routine, regular, pro-active campaign, and emergency maintenance to help keep the charging stations operational. Lastly, the Electrify America network is proactively monitored through a backend software system to ensure the Electrify America chargers are online and available for customers, and if issues occur, technical assessment is conducted promptly and escalated to the appropriate channel for diagnosis, response, and repair. 
  

  The Complainant alleges “twice [in December] Electrify America has charged for more energy than what was delivered”. The Complainant says they “called Electrify America [Customer Support] twice” and said that “they are “investigating” but it will take 5 to 7 business days”. The Complainant goes on to say that “I have zero faith that there will be a timely response”. The Complainant’s desired resolution is a request for a refund in the amount of $81.
  
  After investigating this matter, I am told that the Complainant contacted the Company Customer Support Center on December 23 and requested a refund of $40 to their credit card for an over charge of kW while charging their EV. The Company Contact Center reviewed the transaction and determined the Complainant was due and therefore refunded $40 to their credit card on December 29. 

  The Complainant also called the Customer Support Center on December 27 to request a $40 refund to their credit card for a second over charge of kW and after reviewing this transaction, the Company Contact Center processed a $40 refund to the Complainant on December 31, 2023. The overcharge experienced by the Complainant was due to a software issue which has since been resolved.

  Electrify America takes the Complainant’s allegations seriously, and is committed to bringing a quality charging experience to its customers. Electrify America provided a
  timely and full refund to the Complainant and no further refund is due or owing. The Company continues to work hard to provide maintenance and any necessary repairs to help keep the charging stations operational. Should the Complainant have any further questions, they should please contact the Electrify America Contact Center 24/7/365 at ###-###-####.
  
  Sincerely,
  ******* *******
  Senior Paralegal

  Customer Answer

  Date: 01/25/2024

  
  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. 

  However, the issue has occured again, bringing the total to 3x in 1 month.  While the refunds have been processed, the issue is not fixed.
  
  Regards,
  
  *****************************