Business Profile

Electrical

Electrify America

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Complaints

Customer Complaints Summary

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

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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:09/22/2023
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 HAVE BEEN at your charging stations many times only to not be able to charge due to a station unavailable or out of service. In Palm Springs there are only 4 chargers at the **** ** ******* location. I was there today and the station would not let me hook up to the electrify America for *** again , The station I was at this am is number ********* There needs to be more stations and each one should be working 100%. I finally had to use a credit card but the machine was so slow that I abandoned the station and area. I tried calling from there but after 10 minutes waiting just. hung up. The same thing happened to us in Las Vegas and Pismo Beach. We need to be refunded every time we have to pay with a credit card instead of billing the *** app for electrify,
Business Response
Date: 10/25/2023
October 25, 2023
Dear Dispute Resolution Team:
I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated October 2, 2023, 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. By 2026 the company expects to expand 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. 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.
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 new-model EV from an authorized *** retailer, where such purchaser is eligible to receive, from the date of vehicle purchase and subject to various conditions, 30 minute DC-fast charging or 60 minutes of Level 2 charging sessions for a two year period (the “Plan”).3 These customers are required to use the My *** app to activate included charging sessions under this Plan. According to Company records, the Complainant is a recipient of the Plan.
The Complainant states that they attempted to charge their vehicle at charger “number *********” located at the Electrify America Palm Springs, California station. Although they
say they could not connect to the charger using the *** app, at no time did the Complainant reach out to the Electrify America Contact Center to report a problem. Concerning their
desired settlement, they ask for a billing adjustment, although the Complaint does not detail the desired amount of such adjustment.
After investigating our records internally, I am told that the Complainant did not call the Electrify America Contact Center to report a charger connection problem using the My
*** app. As a result of receiving this Complaint, the Contact Center contacted the Complainant on October 4, 2023 to determine what problem was encountered by the
Complainant. During this call, the Complainant was educated by the Representative on the different ways of reaching the Contact Center in the future, if they experience a problem at
the charger and that after receiving additional information from the Complainant, they would notify them if a refund would be approved.
Shortly after reviewing the additional information provided by the Complainant, where it seems that the Complainant was erroneously billed for $4.32 during a complimentary
charging session that should have been fully covered under their Plan, the Contact Center Representative advised the Complainant their credit card would be refunded that $4.32. I
am told this amount was refunded on October 18, 2023.
While it is unfortunate that the Complainant may have experienced a problem in charging their vehicle, they have received a full refund to their credit card for the charging session in
question. Should the Complainant have any further questions, they should please contact the Electrify America Contact Center 24/7/365 at ###-###-####.
Sincerely,

Senior Counsel
Initial Complaint
Date:09/19/2023
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'm deeply disappointed in the reliability of Electrify America's charging stations located in the ****** parking lot at **** * ******* **., Englewood CO *****. This is the location closest to my home. It is rare to find more than one out of the three chargers at this location actually in service. Since approximately September 2022, I have reported numerous broken chargers to the company in hopes that they will improve their maintenance program, but the reliability is actually getting worse. Frequently, I must leave the location without charging because there is a line of cars waiting to charge at the single working station (out of the three that exist). I have tried to help the company by diligently reporting outages, but the situation has not improved. The value of my free three years of charging has been materially diluted by this lack of reliability and wasted countless hours of my time driving to alternate charging locations. In addition to improved reliability, I would like a 2-year extension (through September 2027) of my free charging program as compensation for the reduced value of the existing program.
Business Response
Date: 10/19/2023
October 19, 2023
Dear Dispute Resolution Team:
I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated September 25, 2023, 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. By 2026 the company expects to expand 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. 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.
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 2022 Volkswagen ID.4 consumers that purchased a new-model 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 minutes of DC fast charging
for a three year period (the “Plan”).3 The Complainant is a recipient of this Plan.
The Complainant states that they use the Englewood, Colorado station, which is “closest to my home”. They go on to say they “have reported numerous broken chargers to the company” and that “[f]requently, I must leave the location without charging because there is a line of cars waiting to charge at the single working station (out of three that exist)”.
Although the Complainant seems to refer to a “station” in the quote above, I believe they are referencing a singular “charger”, instead. They state they “have tried to help [Electrify America] by diligently reporting outages, but the situation has not improved”. The Complainant’s desired settlement is a two-year extension of their complimentary charging plan, as a result of “wasted countless hours of my time driving to alternate charging locations”. Finally, the Complainant does not relate an example where they could not procure a charge from an Electrify America charging station.
After investigating our records internally, I am told that the Complainant has called the Contact Center, most recently on September 20, 2023 to report there was a frozen HMI screen at the Englewood Station on charger 02 and that charger 01 kept stopping during their session. Rather than continue troubleshooting with the Representative, the Complainant chose to leave the Englewood Station and completed their charge at the Electrify America’s Aurora, Colorado Station. It is important to note here that the real-time available charging speeds and availability for the chargers referenced in the Complaint are reflected within the Electrify America app4, and as of October 18, 2023, all chargers at the Englewood Station are showing as available. In addition, Electrify America currently has
39 charging stations located across the state of Colorado, with three more locations coming soon.
As stated above, Electrify America teams with various car manufacturers, such as **********, concerning premium offers. The car manufacturer, ********** in this case, determines the premium offer benefit and length of time during which it can be utilized by the consumer. The Company has no ability to control and is not authorized to extend such charging benefits without the consent of the manufacturer. As such, Electrify America unfortunately cannot extend the term of the Complainant’s premium offer, as requested.
Should the Complainant have any further questions, they should please contact the Electrify America Contact Center 24/7/365 at ###-###-####.
Sincerely,

Senior Counsel
Initial Complaint
Date:09/18/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I attempted to charge my car with a pass on 9/16. The charger would not work and would shut down after a few minutes. As a result, I had to use a credit card to initiate charge. I called electrify america on 9/16 to get a refund and the rep, *********, said she would file a claim and that it was no issue and I was to call back with a VIN number. I called today and spoke to ***** and she said that was not an option. She kept repeating that she would only file a service issue with the charger. How does this help the consumer?
Business Response
Date: 10/18/2023
October 18, 2023
Dear Dispute Resolution Team:
I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated September 24, 2023, under the above-referenced file
number and the related complaint regarding Complaint ID 20620662 (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. By 2026 the company expects to expand 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. 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.
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 2022 *** *** consumers that purchased a new-model EV from an authorized *** retailer, where such purchaser is eligible to receive, from the date of vehicle
purchase and subject to various conditions, 1,000 kWh DC-fast charging sessions for a three year period (the “Plan”).3 According to Company records, the Complainant is a recipient of
this Plan.
The Complainant states that they “attempted to charge my car with [their Plan] on 9/16”, but that this would not work, and as a result, they “had to use a credit card to initiate [a]
charge”. The Complainant states that “[the Contact Center Representative] kept repeating that she would only file a service issue with the charger”, and would not give a refund for the
aforementioned charging session. Concerning their desired settlement, they ask for a billing adjustment, but the Complaint does not detail the desired amount of such adjustment.
Finally, the Complainant does not state that they were unable procure a charge from an Electrify America charging station.
After investigating our records internally, I am told that the Complainant called the Contact Center on September 16, 2023 requesting a refund after using their credit card to start a
charging session. The Contact Center Representative advised that because the Complainant tapped on the charger’s NFC reader, using their credit card which billed Complainant’s
credit card, and not the Plan’s NFC reader, per Company policy, they were unable to issue a refund. Importantly, the Representative also advised the Complainant that their Plan was
still available for future use, and that the charging session at issue was not debited from their Plan’s total 1,000 kWh charging credit allowance.
Importantly, the Plan Terms, of which must be accepted by a customer before the Plan’s activation, state that the Plan benefit must be activated exclusively by using the Electrify America app “Swipe to start” or NFC Pass feature with the appropriate plan selected.
5 The Plan terms do not state that the benefit may be activated via a charger’s credit card reader. It should be noted that in addition to the Plan terms setting forth the way to activate the
Plan benefit, the Electrify America website shows the difference between the two readers6, and I have included a screenshot to this effect within Exhibit “A”, below.
Because the Complainant (i) received the charging session; (ii) it was not activated in the manner prescribed by the Plan terms; and (iii) because Complainant’s Plan charging benefit
was not debited, we are unfortunately unable to refund the Complainant for the aforementioned charging session. Should the Complainant have any further questions, they
should please contact the Electrify America Contact Center 24/7/365 at 1-833-632-2778.
Sincerely,

Senior Counsel
Initial Complaint
Date:09/05/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
“I have been a loyal customer of Electrify America for electric vehicle charging services, but I am deeply dissatisfied with their business practices. My recent experience highlights a policy that I find unjust and unfair. Electrify America has a policy of automatically reloading a minimum of $10 when your account balance falls below $5. I had $4.39 remaining in my account, which I had paid for, and I was unable to utilize this balance due to this policy. When I contacted their support, they insisted that I had to add more funds to access my existing balance. This policy feels unethical, especially when customers like me are facing financial difficulties. It essentially forces customers to continually add money and restricts access to their own money. This has caused significant inconvenience. Furthermore, I had paid for a monthly subscription plan, which cost me seven dollars. I would like a refund of this subscription fee as well. In light of these issues, I kindly request the return of my $4.39, as well as the refund of the seven-dollar monthly subscription fee to my ****** account. I hope this complaint draws attention to these unfair practices and leads to necessary changes in Electrify America’s policies.”
Business Response
Date: 09/28/2023
September 28, 2023
Dear Dispute Resolution Team:
I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated September 15, 2023, 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. By 2026 the company expects to expand 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. 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.
Electrify America offers transparent pricing, and multiple options for payment at our charging stations. Each charger is equipped with a credit-card reader, and a fifteen-inch
touchscreen that describes the details of how one can charge (the “Human-Machine Interface”, or “HMI”) and the specifics of our pricing, among other things. Should the
consumer prefer, Electrify America also provides an app for both Android OS and Apple iOS that allows for payment, and commencement of a charging session (a “Session” or
“Sessions”) available through one’s smart-phone. Electrify America provides a subscription plan at a cost of $7.00 per month, entitled “Pass+” Membership that can save 25% on
charging on every minute or kilowatt hour of charging on its branded chargers, as compared to its non-subscription pricing.
The Complainant accurately states that “Electrify America has a policy of automatically reloading a minimum of $10 when your account balance falls below $5”. They also state
that “I had $4.39 remaining in my account, which I had paid for, and I was unable to use this balance due to this policy”. The Complainant goes on to say that “[this] essentially forces customers to continually add money and restricts access to their own money”. Concerning their desired settlement, they ask for a billing adjustment, ostensibly for $11.39,
representing the $7 Pass+ subscription plan monthly cost and $4.39 for the balance in their wallet. Notably, the Complainant is still an active Electrify America customer.
After investigating our records internally, I am told that the Complainant called the Contact Center on September 5 stating their charging session stopped when their wallet balance fell below $5. The Complainant stated that they want to use the $4.39 balance remaining in their wallet for a charging session. The Contact Center Representative advised the
Complainant there is a $5.00 minimum balance that must be held in their Electrify America app’s wallet, and that money will be reloaded (the amount to be determined by the
customer) when a customer’s balance drops below this $5.00 minimum amount. This is stated and shown clearly in the user-flow when one creates an Electrify America account on the Electrify America app3, and can be seen by an app user at any time, when using the app after they tap on the app’s “Account” tab4.
The Electrify America app Terms of Use5 (the “Terms of Use”) references the required preloading of funds to an Electrify America account:
9.1 Loading of Funds. The [app] may require You to load a dollar value to Your account using Your credit or debit card on file in order to make payments at Company’s electric vehicle charging stations using the [app]. Any value that You load to Your account is a prepayment for the goods and services offered to You through the [app]... Company may require that You load a minimum amount to Your account in order to use the account’s payment functionalities or other features. 6 Emphasis added.
Importantly, the Terms of Use must be accepted by a customer before activating an Electrify America Pass or Pass+ Membership.
The Terms of Use also state the following:
9.2 Reloading of Funds. To use the [app] to make payments, You may be required to agree to the Solution’s automatic reload feature. The Solution will reload Your account by automatically charging the credit or debit card credentials that You have stored through the [app] whenever Your account balance falls below a certain, defined amount indicated at sign up. 7 Emphasis added.
At any time when a customer requests to cancel their Electrify America Pass or Pass+ Membership account 8, their Electrify America app wallet funds will be subsequently refunded to their credit card on file. In this instance, I am told that the Complainant has declined to cancel their Electrify America account, so no refund of their wallet balance is forthcoming. Further, since the Complainant applied their Pass+ Membership Plan benefit to charging sessions within the Complaint, the Company declines to refund the customer for that month’s $7.00 Pass+ subscription fee. In sum, the Company holds that no billing adjustment, reimbursement, or refund is due to the Complainant here.
Should the Complainant have any further questions, they should please contact the Electrify America Contact Center 24/7/365 at ###-###-####.
Sincerely,

Senior Counsel
Initial Complaint
Date:08/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an electric vehicle with Premium Charging of 250 kWh for 3 years with Electrify America. However, the mobile app--which is required to utilize the Premium Charging account--frequently malfunctions. It will not show open chargers, will not allow for selection of chargers, and not initiate charging via the app. This makes it impossible to utilize the Premium Charging account. On two recent occasions, due malfunction of the mobile app, I instead have had to charge utilizing an external credit card. I have contacted Electrify America and requested to have my credit card credited and my Premium Charging debited, but was told this could not be done, which is not satisfactory.
Business Response
Date: 09/21/2023
September 21, 2023
Dear Dispute Resolution Team:
I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated September 7, 2023, 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. By 2026 the company expects to expand 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.
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.
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 2022 and 2022 Hyundai Kona consumers that purchased a newmodel EV from an authorized Hyundai retailer, where such purchaser is eligible to receive,
from the date of vehicle purchase and subject to various conditions, 250 kW/h DC-fast charging sessions (the “Plan”).

In their attached screenshots of a web chat with the Company, the Complainant states that they are a recipient of this Hyundai premium offer. They further state that that “the mobile
app—which is required to utilize the Premium Charging account—frequently malfunctions”.
The Complainant goes on to say because of the malfunction “I had to charge utilizing an external credit card” in order to charge their vehicle. Subsequently, after the Complainant
completed their charge, they state that they “contacted Electrify America and requested to have my credit card credited”. The Complainant’s desired settlement is a “billing
adjustment”, ostensibly for the roughly $29 charging session cost referenced in the Complainant’s photos attached to the Complaint.
The Plan’s terms, of which must be accepted by a customer before the Plan’s activation, state that the Plan benefit must be activated “exclusively by using the Electrify America app “Swipe to start” or NFC Pass feature with the appropriate plan selected.” The Plan terms do not state that the benefit may be activated via a charger’s credit card reader.
My investigation shows the Complainant contacted the Contact Center via the web chat on August 11, 2023, and asked for a refund of two charging sessions. Unfortunately instead of tapping their cell phone with the appropriate plan credential on the charger’s NFC reader, it seems that Complainant used the charger’s credit card reader (a different location on the
charger5), which then apparently billed Complainant’s credit card. In addition to the Plan terms setting forth the way to activate the Plan benefit, the Electrify America website shows
the difference between the two readers6, and I have included a screenshot to this effect within Exhibit “A”, below.
On August 17, 2023 and again on August 30, 2023, the Contact Center representative advised them that, following company policy, it unfortunately cannot refund their credit card for the
two charging sessions, as it occurred following the Complainant’s actions, and without incident. Importantly, the representative also advised the Complainant that their Plan was
still available for future use, and that the charging session at issue was not debited from their Plan’s total 250 kW/h charging credit allowance.
Because the Complainant (i) received the instant charging session without error; (ii) it was not activated in the manner prescribed by the Plan terms; and (iii) because Complainant’s
Plan charging benefit was not debited, we are unfortunately unable to refund the Complainant for the aforementioned charging session. Should the Complainant have any
further questions, they should please contact the Electrify America Contact Center 24/7/365 at 1-************.
Sincerely,

Senior Counsel
Customer Answer
Date: 09/24/2023
[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: ********

I am rejecting this response because:
The response does not at all address the issue at hand. I am completely aware that the ******* Premium Plan needs to be utilized via "Swipe to start" or NFC. My issue is that the app does not function correctly and does not allow for either of these options. This is not a problem with my personal phone or phone operating system, as I have been able to initiate charging via other charging networks with both of these methods--this is an error within the Electrify America app itself, which NEITHER ALLOWS THE USER TO EITHER SWIPE TO START, NOR ALLOWS FOR UTILIZATION OF NFC. If I had been able to successfully utilize either of these methods in the first place, I would have never had cause to file a complaint. I am not sure how to communicate this more clearly in any other way. The bottom line is that promising a promotion (such as via ******* Premium charging), but then obstructing customers use of it (due to requiring use of an app, which does not work) is deceptive and dishonest business practice. This is an extremely unsatisfactory response and very poor customer service.

Regards,

*********
Initial Complaint
Date:07/31/2023
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 stations have been constantly down for well over 3 months and I have contracted them with no result. This has been ongoing issue and lots of customers have complained about it but they are unwilling to do anything. I even asked them to give me money to go charge at ***** or **** and they told me that they cant do that. It is absolutely ridiculous to keep people stranded by falsely advertising that you have free charging when buying a car and then you later find out that the charger actually don't work. It is owned by ** and they need to be fully responsible for it. I would lover your help in resolving this matter immediately.
Business Response
Date: 09/11/2023
September 11, 2023
Dear Dispute Resolution Team:
I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated August 18, 2023, 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 “Electrify America charging stations have been constantly down for well over 3 months” and that the Company “is unwilling to do anything”. The
Complainant goes on to say “I even asked [Electrify America] to give me money to go charge at Tesla or EVGo and [Electrify America] told me that they can’t do that”. The Complainant
states that the Company can’t “keep people stranded by falsely advertising that you have free charging when buying a car and later find out that the charger [sic] actually don’t work”. The
Complainant’s desired resolution is simply to receive a “refund”, although they don’t indicate any instance where such action by Electrify America would be applicable. Finally, the
Complainant does not relate an example where they could not procure a charge from an Electrify America charging station.
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 ********** ID.4 consumers that purchased a new EV from an authorized ********** retailer, where such purchaser is eligible to receive, from the date
of vehicle purchase and subject to various conditions, three years of included 30-minute DCfast charging sessions and 60 minutes of Level 2 charging (the “Plan”).3 My investigation
into the matter shows the Complainant is a recipient of this Plan, of which is what I assume they are referencing in the Complaint concerning the fact that they have “[bought a car with]
free charging”.
On July 12, 2023, our records show the Complainant reported via the Mobile App Feedback, that three of the six chargers at this station were not working. I am told that service tickets
were opened for the chargers, and that our service operations team dispatched technicians on August 29, 2023 to the site to make the necessary repairs. As of September 11, 2023,
the Westfield Topanga, California Station has one of the six chargers unavailable and I am told that a service ticket is opened for the non-functional charger, and that our service
operations team will dispatch technicians to the site to make the necessary repairs as soon as possible. It is important to note that the real-time available charging speeds for the
chargers referenced in the Complaint are reflected within the Electrify America app.
With reference to the Complainant’s general allegation of Electrify America chargers leading to them being “stranded”, to my knowledge, the Contact Center has no record of
any communication from the Complainant concerning such instance. Further, concerning the allegation that Electrify America engages in “false advertising” they give no details or
specifics to that end. Finally, following my investigation, the Contact Center has no record of the Complainant asking for money to charge at other companies’ charging stations (e.g.
***** or ****).
It is important to note that global supply chain issues have affected businesses on a worldwide scale, and EV charging networks such as Electrify America are not immune. The
Company is working to mitigate these issues, and reduce its response time to repair any of its chargers that may be dependent on supply chain-impacted parts. Specifically, Electrify
America has taken significant steps to help mitigate supply chain interruptions, including instituting a domestic parts inventory and warehousing operation. The Company continues
to work with its suppliers to improve its maintenance response time despite global supply challenges, and will strive to increase its operational time as a result.
Electrify America takes the Complainant’s allegations seriously, and is committed to bringing a quality charging experience to its customers. Electrify America 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 1-************.
Sincerely,

Senior Counsel
Customer Answer
Date: 09/17/2023
[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: ********

I am rejecting this response because of below mentioned points:
1. If company is saying that I haven't complained about the issue then they need to check phone records as I have called at least 3-4 times and asking for help just like other customers
2. When they say they are addressing the issue, they would never give a definite timeline.
3. Pictures that Electrify America has provided of available chargers, will show like that on their app but actual working can only be found if someone visits the stations and checks it out as I have experienced multiple times.
4. one example I can provide is that at the ***************** Mall, they had a charger number 2 down for well over two months with no concrete ETA from them. When I called them, they said that they have no clue when the part is coming in.
lastly I would like BBB to do their own private investigation of several Electrify America station and see for themselves if what I am saying is true or not.
Regards,

*******************
Initial Complaint
Date:07/21/2023
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.
The location in Statesville NC has only two partially working units "1/2 power". It has been this way for over two weeks. I have called the customer service number and sit on hold for 20+ minutes and I'm told someone will fix it, it is leaking an oil from two of the damaged cords and it has made a terrible and likely toxic mess. This company needs to do better and CLEAN UP AFTER ITSELF.
Business Response
Date: 08/23/2023
August 23, 2023
Dear Dispute Resolution Team:
I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated July 31, 2023, under the above-referenced file number and the related complaint regarding Complaint ID 20359241 (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 (“NOC”) 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 a specific Electrify America charging station in Statesville, North Carolina (the “Station”) “has only two partially working units “1/2” power” and goes on to say “it is leaking an oil from two of the damaged cords”. The Complainant also attaches two pictures, of which, respectively, appear to show (i) an Electrify America charger with a removed charging cable; and (ii) the residual on the ground next to a charger of a potential leak. The Complainant states that “[t]his company needs to do better and CLEAN UP AFTER ITSELF”. Finally, the Complainant’s resolution is simply “repair”.
I am told that our NOC was alerted on June 29, 2023 that the cables were cut and removed at two chargers at the Station. These charger cables are liquid-cooled, and contain a mineral oil blend as their coolant material. It is important to note that the coolant in these charger cables is a mineral oil blend, of which I am told is readily biodegradable and
nonhazardous. That same day, the NOC dispatched a technician on an emergency work order to secure the cables, de-energize the chargers at the breaker, and clean as much residual coolant as possible. On June 30, 2023, the NOC created a work order to replace the cables at these chargers, but unfortunately these parts were out-of-stock at the time. With reference to the Complainant’s pictures, I am told the Complainant called the Contact Center on July 3, 2023 to report that the chargers had cut cords and were “leaking an oil”.
As stated, I’m told that this cable coolant is a mineral oil blend, and is biodegradable and nonhazardous. And again, I am told that dispatched NOC personnel had already cleaned the residual mineral oil at the site, and taken appropriate measures to secure it.
Additionally, following the Complainant’s call, the Contact Center escalated the already outstanding work orders referenced above. I am told that the final repair and clean-up was made on August 3, 2023, and all four chargers are presently operational.
It is important to note that global supply chain issues have affected businesses on a worldwide scale, and EV charging networks such as Electrify America are not immune. The Company is working to mitigate these issues, and reduce its response time to repair any of its chargers that may be dependent on supply chain-impacted parts. Specifically, Electrify America has taken significant steps to help mitigate supply chain interruptions, including instituting a domestic parts inventory and warehousing operation. The Company continues to work with its suppliers to improve its maintenance response time despite global supply challenges, and will strive to increase its operational time as a result.
Electrify America takes the Complainant’s allegations seriously, and is committed to bringing a quality charging experience to its customers. Electrify America 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 1-833-632-2778.

Sincerely,

Senior Counsel
Customer Answer
Date: 08/24/2023
[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:07/19/2023
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 charging stations at locations in California do not work after repeated work tickets have been filed. Two particular locations I have complained about and the company said they put in work tickets still do not work after repeated calls to customer service. The locations are ******* *** ***** ******* ****, Sherman Oaks, Ca ***** and ****** ***** ***** ****** ******, Van Nuys, CA *****. Customer service keeps saying they put in a work ticket , but the chargers never get fixed. Electrify America promises this: Find charging fast Explore the largest public fast charging network in the U.S. — letting you charge in as little as 30 minutes This is impossible if their equipment doesn’t work and they do nothing about fixing the chargers that are not working. Please contact the company and have them fix the chargers they have in place so customers can charge in an expedited fashion.
Business Response
Date: 08/21/2023
August 21, 2023
Dear Dispute Resolution Team:
I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated July 29, 2023, 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 rapidly. 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 “Electrify America charging stations at locations in California do not work” and specifically identifies charging Stations located at ******* **** and ***
****, California as “not working”. The Complainant goes on to say “Customer service keeps saying they put in a work ticket, but the chargers never get fixed”. The Complainant’s desired resolution is simply “repair”. Finally, the Complainant does not relate a specific incident where they could not procure a charge from an Electrify America charging station.
There are four chargers at the ******* **** station and three chargers at the *** **** station. Although the Complainant did not indicate what day(s) they contacted the Electrify
America Contact Center, my investigation shows the Complainant called the Contact Center twice in the month of July, 2023.
On July 1, 2023, our records show the Complainant reported charger-** at the ******* **** station stopped after 10 minutes of charge. However, after moving to another charger
at the recommendation of the Contact Center, I am told that they were able to complete their session.
During the second call on July 24, 2023, the Complainant reported to the Contact Center that charger-** at the *** **** station had stopped after five minutes. After initial
troubleshooting with the Contact Center, the Complainant declined further troubleshooting, and they were able to complete their charge with multiple short sessions.
I am told that as of August 17, 2023, the *** **** Station has two of the three chargers that are online and operational however, the remaining charger at this location is temporarily
unavailable. Concerning the one unavailable charger at the *** **** station, I am told that a service ticket has been opened for the non-functional charger, and that our service
operations team will dispatch technicians to the site to make the necessary repairs as soon as possible.
With reference to the ******* **** Station, I am told that as of August 17, 2023, three of the four chargers are online and operational while the remaining charger is unavailable for
maintenance. I am told that a service ticket has been opened for the non-functional charger and that technicians will make the necessary repairs as soon as possible. It is important to
note that the real-time available charging speeds for the chargers referenced in the Complaint are reflected within the Electrify America app.
It is also important to note that global supply chain issues have affected businesses on a world-wide scale, and EV charging networks such as Electrify America are not immune. The
Company is working to mitigate these issues, and reduce its response time to repair any of its chargers that may be dependent on supply chain-impacted parts. Specifically, Electrify
America has taken significant steps to help mitigate supply chain interruptions, including instituting a domestic parts inventory and warehousing operation. The Company continues
to work with its suppliers to improve its maintenance response time despite global supply challenges, and will strive to increase its operational time as a result.
Electrify America takes the Complainant’s allegations seriously, and is committed to bringing a quality charging experience to its customers. Electrify America 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 Counsel
Initial Complaint
Date:07/13/2023
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.
100% of the Electrify America charging stations are not working correctly. Most are completely out of service. And the remaining ones have reduced charging due to service issues. At my location 3 of 4 are not working and the last is working at 33% of capacity. Also it limits charge to just 12 minutes. Electrify America is not adhering to its agreement to have working locations
Business Response
Date: 08/08/2023
August 7, 2023
Dear Dispute Resolution Team:
I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated July 17, 2023, 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 stages, and is growing rapidly. 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, broadly, that “100% of the Electrify America charging stations are not working correctly” and the “remaining ones [chargers] have reduced charging due to service issues”. The Complainant goes on to say “at [the Chandler Electrify America station] 3 of 4 [chargers] are not working and the last is working at 33% of capacity”, and that “it limits charge to just 12 minutes”. The Complainant’s desired resolution is simply “repair”.
Finally, the Complainant does not relate a specific incident where they could not procure a charge from an Electrify America charging station.
Although the Complainant does not identify a specific charging station at issue within the Complaint, my investigation shows the Complainant called the Electrify America Contact Center, once, on July 13, 2023 to report that the Company’s charger located at Chandler, Arizona was either not working or providing low rates-of-charge. I am told that the Complainant completed his charge on Charger 02 on July 13, 2023.
I am told that as of August 4, 2023, one charger is offline for maintenance and while the remaining three chargers are online and available, two are temporarily “de-rated”
3 from their quoted maximum capacity of up to 150kW for capable vehicles to a maximum output of 50kW. It is important to note that the reduced available charging speeds for the chargers referenced in the Complaint are reflected on the Electrify America app. Also, there are a variety of factors that affect how fast an EV charges, including ambient
temperature, charger type, battery condition and initial state of charge, vehicle condition, and others. Importantly, these qualifications are stated on Electrify America’s charger
screen4 and are visible to all customers before they commence a charging session.
With reference to the Complainant’s assertion that the Company “limits charge to 12 minutes”, the Complainant provides no evidence nor any details to support such claim. To
my knowledge, the Company’s technicians have not confronted this issue at the station in question.
Electrify America is aware of the reduced charging capacity of the chargers at this station, and is working diligently to bring their maximum available output (depending on various conditions including the connecting EV’s capabilities, weather conditions, an EV’s state-ofcharge, etc.) back to 150kW. I am further told that service tickets have been opened for the de-rated charger, and that our service operations team will dispatch technicians to the site to make the necessary repairs as soon as possible.
It is also important to note that global supply chain issues have affected businesses on a world-wide scale, and EV charging networks such as Electrify America are not immune.
The Company is working to mitigate these issues, and reduce its response time to repair any of its chargers that may be dependent on supply chain-impacted parts. Specifically, Electrify America has taken significant steps to help mitigate supply chain interruptions, including instituting a domestic parts inventory and warehousing operation. The Company continues to work with its suppliers to improve its maintenance response time despite global supply challenges, and will strive to increase its operational time as a result.
Electrify America takes the Complainant’s allegations seriously, and is committed to bringing a quality charging experience to its customers. Electrify America appropriately
discloses charging speed capabilities and 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 Counsel
Customer Answer
Date: 08/10/2023
Thank you for following up. I would disagree in the statement that the complaint was "non-specific". In fact it was very specific as the response indicated both issues were detected at this location and Electrify America was also able to find the "specific" issue where my charging activity was limited to about 10 minutes. See below for the section in Electrify Amercica's response that acknowledges the shortfall of the chargers at this location.
"I am told that as of August 4, 2023, one charger is offline for maintenance and while the remaining three chargers are online and available, two are temporarily de-rated 3 from their quoted maximum capacity of up to 150kW for capable vehicles to a maximum output of 50kW."
I have attached a picture below showing as of August 10th his statement of availability is incorrect. As reported by Electrify America, on their website, two of the chargers are "unavailable". It does not indicate the other chargers are "de-rated".
What the response does not say, and they may not know, is to charge some vehicles to 80% it takes about 30 minutes but to charge to 80% at the "de-rated" capacity would take about 10 hours. As a company supplying and maintaining EV chargers I hope Electrify America is aware of the impact of a "de-rated" charger. They may be fulfilling the mandate of having an available charger but it is not reasonable for an individual to wait for 10 hours because the charger is "de-rated".
To better inform the public Electrify America should make available the charger history for their locations - how often and length of time out of service and/or de-rated. This would not be necessary if there is a reasonable expectation of having fully operating chargers at a location. But as indicated by their response Electrify America is unable to keep this commitment even weeks after a reported issue.
*******************
Initial Complaint
Date:07/07/2023
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.
June 27 thru July 6 tried to use free charging at Electrify Amer I ca in California only 2 of 6 charger allowed me to use my free charging, so I had to pay for 4 charges. Electrify America will not compensate me for there chargers nor there app not working.
Business Response
Date: 08/04/2023
August 4, 2023
Dear Dispute Resolution Team:
I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated July 15, 2023, 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.
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 Kia Niro consumers that purchased a new EV from an authorized retailer, where such purchaser is eligible to receive, from the date of vehicle purchase and subject to various conditions, included 500 kWh of DC-fast charging (the “Plan”) for three years or until the benefit is depleted.

The Complainant states that between “June 27 thru July 6 they tried to use free charging” and “only 2 of 6 chargers allowed me to use my free charging, so I had to pay for 4 charges”.
The Complainant goes on to say that “they will not be compensated for there [sic] app not working”. The Complainant’s desired settlement is a “billing adjustment”, although they do not ask for a specific amount. It should be noted that the Complainant was able to complete their charging sessions successfully.
Although the Complainant did not state this in their Complaint, I am told the Complainant is a recipient of the Kia premium offer. The Plan Terms, of which must be accepted by a customer before the Plan’s activation, states that it may “exclusively [redeemed] by using the Electrify America app “Swipe to start” or NFC Pass feature with the 2023 Niro
Charge Plan selected.” The Plan Terms further state that “[t]he charging included under this Plan may not be initiated using the interface screen or buttons on the charger.”

Our records show that the Complainant called the Electrify America Contact Center once on July 7, 2023 and requested a refund for four charging sessions, ostensibly because they believed these sessions should have been included under their Plan. I am told this was denied because Complainant used the interface screen on the charger to activate these sessions, which is in conflict with the Plan Terms, as stated above. I am also told that they contacted the Contact Center the same day, via a web submission, to ask for a refund for the same four charges, which was again denied per the Plan Terms. The Contact Center advised the Complainant to call the Contact Center in the future, if they experience any problems with their charging session, or have difficulties using the app to access their Plan benefit. However, I am told that the Complainant responded that they “did not want to be on hold to wait”. Although the Complainant chose to use their credit card for these sessions, our records indicate they have Plan benefit remaining.
The Complainant was accurately billed for their charging sessions referenced in the Complaint, which were initiated contrary to the Plan Terms, of which they expressly
consented to before its activation. Therefore, no refund is due to the Complainant. Should the Complainant have any further questions, they should please contact the Electrify
America Contact Center 24/7/365 at 1-833-632-2778.
Sincerely,

Senior Counsel
Customer Answer
Date: 08/10/2023
[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: ********

I am rejecting this response because:
The Electrify America screen said transponder was not working on one device and the Electrify America Application would not work on two occasions in Baker , California. These are the fault of Electrify America and I expect a refund of my charges and a deduction from the promised 500 kwh of free charging. They should should also provide an "rfid" card for customer to use in redeeming the free charging not requiring a cellular telephone connection

Regards,

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

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