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:07/01/2023
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 use the Electrify America charging station in Quartzsite Arizona twice a week. For the past 5 months 3 of the individual chargers have been on reduced power which means it takes twice as long to charge. Charger 2 had been working fine but it is now completely down (not working). I've called several times and am always told they are aware of the problem and will fix them but nothing has happened. Individual charges have completely gone down during the last 5 months and it usually takes weeks to get them back on line but even while they fix them they don't fix the reduced power issue. They put fancy new stickers, touting their fast charging rates, on all the chargers but the chargers don't come anywhere near meeting those. False Advertising. They also repainted the parking stalls to reflect the stated charging rates and still didn't fix them. Taking 5 months to fix this is just unacceptable and irresponsible. I would just go somewhere else but it is a desolate stretch of freeway with no other options.
Business Response
Date: 08/03/2023
August 1, 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 12, 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 a specific Electrify America charging station in Quartzsite, Arizona “has been on reduced power” and after calling several times to the Electrify America Contact Center, “nothing has happened”. The Complainant also states that Electrify America “put fancy new stickers, touting their fast charging rates, on all the chargers but the chargers don’t come anywhere near meeting those”. The Complainant claims that this is “False Advertising”. Finally, the Complainant’s resolution is simply “repair”.
Concerning the specific charging station at issue within the Complaint, it is important to note that Electrify America has four chargers at this station. I am told that as of August 1,
2023, while one charger is operating at 150kW, two are temporarily “de-rated” 4 from their quoted maximum capacity of up to 150kW for capable vehicles, to a maximum output of 50kW. The remaining charger is operating at its labeled capacity of 50kW. It is important to note that the reduced available charging speeds for the chargers referenced in the Complaint is reflected on the Electrify America app.
With reference to the Complainant’s assertion that the Company’s advertised charger speed on its label is “false advertising”, Electrify America’s charger labels clearly state that
charging speeds are “up to” 150kW.6 Additionally, there are a variety of factors that do 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 in Electrify America’s charger screen7 and are visible to all
customers before they commence a charging session.
Electrify America is aware of the reduced charging capacity, 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-of-charge, etc.) back to 150kW. I am further told that service tickets have been opened for the de-rated chargers,
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
Initial Complaint
Date:06/02/2023
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.
The account was abruptly and unilaterally terminated on Mar 7, 2023 without any prior communication depriving us of the free charging incentive given by **********.
Business Response
Date: 06/28/2023
June 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 June 16, 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. Further, in January 2021, it launched a Roaming EV Test Fleet program to conduct intensive field tests of our network. This means that each of the Company’s chargers are tested almost every two months. The Company deploys nine teams of inspectors who complete a full checklist to ensure that its chargers will provide a quality experience to our customers. This works to help ensure that each charging cable, all payment methods, and other facets of the customer experience will provide a high-quality charge. The inspectors utilize a fleet of electric vehicles to perform charging tests. In addition, they inspect the stations to ensure all equipment and aesthetics are in top working order including the chargers themselves, power cabinets, transformers, lighting, EV charging parking stencil signage, among other things.
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 ********** ID.* 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 DC-fast charging sessions (the “Plan”).3
The Complainant states that they are a recipient of this Plan and that “[t]he account was abruptly and unilaterally terminated on Mar 7, 2023 without prior communication depriving us of the free charging incentive given by **********”. The Complainant’s desired settlement is a “billing adjustment”.
The Plan Terms, of which must be accepted by a customer before the Plan’s activation (emphasis added), state that the customer’s complimentary charging benefit may only be used for charging the ID.4 whose [vehicle identification number] you submitted when signing up for this promotion of your Electrify America account. No other vehicle is eligible to receive this credit through your account, whether owned by you or others.”
Further, the Company reserves the right to withhold, revoke, reduce, terminate, or suspend your access to all or any portion of this promotion, without notice, if Electrify America determines or suspects, in its sole discretion, that you: (a) are in violation of the Electrify America Terms of Use, these Promotion Terms and Conditions, or any other contract between you and Electrify America.
Additionally, Electrify America’s Terms of Use states that it reserves the right at any time and on any grounds, which shall include, without limitation, any reasonable belief of fraudulent or unlawful activity or actions or omissions that violate any term or condition of this TOU, to deny Your access to the Network, Solution or to any portion thereof in order to protect its name and goodwill, its business, and/or others…
According to our records, the Complainant was the recipient of the Model Year 2022 ID.4 Charging Plan.
I am told that the Electrify America Contact Center recorded seven charging sessions from February 12, 2023 through March 4, 2023, where Complainant used their Plan for charging sessions for EVs other than the Plan-associated ********** ID.4. This activity violates the Plan’s Terms, as well as Electrify America’s Terms of Use.
As set forth in the customer disclosure to Model Year 2022 ********** ID.4 customers, Electrify America may “terminate...access [to the Plan] without notice” if Electrify America determines that a customer is in violation of the Plan’s Terms. Electrify America has made such determination here, and therefore, the Company rightfully terminated the Complainant’s associated Plan.
The Company holds that there is no billing adjustment due to the Complainant in this instance. 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: 08/03/2023
BBB provided a lot of time to Electrify America to respond to my complaint, but only after 7 days from their response BBB closed the complaint because I did not respond in time. I would like to rebut the response and have the case opened. I wrote to BBB customer service but did not hear an answer
Initial Complaint
Date:06/02/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Electrify America has advertised chargers with speeds of 150kW and 350kW. They frequently do business partnerships with auto manufacturers where electric vehicles sold come with free charging on their network for some number of years. The problem is that Electrify America Chargers do not charge at their advertised speed. The chargers usually charge at less than half the rate that is advertised, and when asked to investigate, Electrify America does basic checks on their own diagnostics software which will report a charger is nominal even if it is outputting a very subpar charging rate (<50% of advertised). This issue, when pressed, is blamed on the consumer's vehicle or the auto manufacturer, without evidence. Electrify America customer service and loyalty team seem to be trained to blame extremely lacking charging performance on variables like the weather, or battery charge state. However even when presented with evidence and multiple cases controlling for these variables, Electrify America does not make any noticeable changes nor improvements nor good faith investigation efforts, instead choosing to use stall tactics and pointing to artificial bureaucratic barriers to wasted time.In addition to constant poor charging rates regardless of weather, battery level, and time of day, Electrify America chargers are frequently malfunctioning, unable to charge at all.This in reality means that the charging rates and availability of chargers that were factored into the decision to buy a vehicle were misrepresented and falsely advertised, with unachievable best case scenarios represented as a typical situation, and with misleading representations of the availability of charger stations.Electrify America needs to be more transparent and less bureaucratic with my case, and make tangible improvements to the chargers' speed and uptime. Customer loyalty should also be willing to send in writing factual claims they make over the phone, as a basic accountability measure.
Business Response
Date: 07/11/2023
July 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 June 16, 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 states that “Electrify America has advertised chargers with speeds of 150kW and 350kW” and that the chargers “do not charge at their advertised speed”. They further say that the Company’s “loyalty team seem to be trained to blame extremely lacking charging performance on variables like the weather, or battery charge state”. Complainant’s desired settlement is “modification/discontinuance of an advertised claim” and “repair”.
With reference to the Complainant’s assertion that the Company’s advertised charger speed is 150kW and 350kW, Electrify America’s charger labels clearly state that charging speeds are “up to” 150kW or 350kW3. Additionally, I am told that the Contact Center advised the Complainant (during one of many discussions between the Contact Center and Complainant) that there are a variety of factors that do 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 in Electrify America’s charger screen4 and are visible to all customers before they commence a charging session.
Electrify America takes the Complainant’s allegations seriously, and is committed to bringing a quality charging experience to its customers. Charging speed is dependent on a number of factors, and Electrify America does not make any claims as to an EV’s specific charging speed. 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:05/31/2023
Type:Order 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 has now updated their policy to no allow u to use your balance when falling g below 5 dollars. This is THEIFT!! If u go to the gas station and am only allowed to pup 5 of the 10 dollars I added to pump one that has **** on would be streaking. this company has over 5 million users that must have over 5 dollars which is 25 million in investing capital. What they're doing is thift and has left me stranded and forcibly had to have my car towed due to not be **** to use my balance of 4.88 on my account. Even when escalated to a supervisor **********************: ***** i was told nothing would be done and I was once again left stranded. After the first time electrify America over charged me and left me without a balance and unable to charge. Refunding me over 4 weeks later. I am now again; left stranded, with money to charge. Considering legal action finally. I cant take this anymore.
Business Response
Date: 06/28/2023
June 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 June 14, 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. Further, in January 2021, it launched a Roaming EV Test Fleet program to conduct intensive field tests of our network. This means that each of the Company’s chargers are tested almost every two months. The Company deploys nine teams of inspectors who complete a full checklist to ensure that its chargers will provide a quality experience to our customers. This works to help ensure that each charging cable, all payment methods, and other facets of the customer experience will provide a high-quality charge. The inspectors utilize a fleet of electric vehicles to perform charging tests. In addition, they inspect the stations to ensure all equipment and aesthetics are in top working order including the chargers themselves, power cabinets, transformers, lighting, EV charging parking stencil signage, among other things.
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. The creation of a basic account through the Electrify America app yields Electrify America “Pass” Membership, which has no monthly fee, and unlocks many app functionality benefits. Electrify America also provides a subscription plan at a cost of $4.00 per month, entitled “Pass+” Membership that can save subscribers roughly 25 percent on every minute or kilowatt hour of charging on its branded chargers, as compared to its non-subscription pricing.
The Complainant states that the Company “has now updated their ‘policy’ [sic] to no [sic] allow u to use your balance when falling g [sic] below 5 dollars. This is THEIFT!! [sic]” They also state that the Company “has left me stranded and forcibly had to have my car towed due to not be Abel [sic] to use my balance of 4.88 on my account”. When they escalated this to a Supervisor, they claim they were told “nothing would be done” and that they were “once again left stranded”. Concerning their desired settlement, they ask for a billing adjustment, with no further detail.
After investigating our records internally, I am told that the Complainant called the Contact Center on May 31 stating they could not add funds to their Electrify America app’s wallet. They wanted to use the $4.23 balance in their wallet for a charging session. Our records show that the Complainant has subscribed to the Pass+ Membership plan.
The Contact Center Representative told 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.
I am told that the Complainant asked to speak with a Supervisor, who advised them of this $5.00 account minimum. After the call ended, the Complainant called the Contact Center and asked the Representative for a free session. When that was refused, the Complainant used a different credit card, loaded $20 into their Electrify America wallet, and successfully completed their charge. Further, I am told that at no time did the Complainant advise the Contact Center that they were stranded or needed a tow.
The Electrify America app Terms of Use5 (the “Terms of Use”) references the required loading 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. 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. Emphasis added.
Contrary to Complainant’s assertion, this minimum account balance requirement, and auto-reload feature is not a new “policy” for Electrify America Pass or Pass+ Members. Rather, aspects of the Electrify America app are located in the Terms of Use, of which the Complainant explicitly consented to in order to use their Pass+ Membership.6 It is also important to note that the aforementioned sections of the Terms of Use have not undergone a material change since the Electrify America app introduction in 2019.
Another important item for clarification is that any time a customer requests to cancel their Electrify America Pass or Pass+ Membership account7, their Electrify America app wallet funds will be subsequently refunded to their credit card on file.
Finally, with reference to the Complainant’s claim to have been stranded and needing a tow, at no time did they advise the Contact Center that they were stranded, needed a tow, nor am I told that the Complainant supplied evidence to the Contact Center for this supposed occurrence. Therefore, the Company holds that no billing adjustment, reimbursement, or refund is due to the Complainant in this instance.
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: 06/29/2023
[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: response incorrectly stated that the fact of 5 dollars and below reload is stated clearly when signing up I signed up in July 2021 at that time they would actually allow you to over charge and go into the negative 10 dollars before being forced to add funds. When the rules updated and might I add with no new additional terms accepted by me since registration. They implemented this new 5 dollars and below rules January (possibly February) 2023 with no update or even notification to those who previously accepted terms and conditions. Almost 2 years ago. If your are going to be counsel to a company u should know their previous rules and regulations and how long said rules have been implemented. This also feels like an intimidation tactic by company and I now feel like I should go retain counsel to be made whole after being stranded by these new rules I didn't accept terms or conditions too and is attempting to bully me with lawyers.

Regards,

*********************
Initial Complaint
Date:05/16/2023
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.
5/16/2023 I attempted to charge at an electrify america charger in Mt. Vernon Missouri. During the course of this charge I faced multiple issues adding an hour to my day. I also experienced blatant lieng by the company who admitted the chargers were broken and had work orders while the app did not state or show any of this info. I was left stranded by misinformation from this company. they knowingly with held and failed to support me through using their product. During the course of the phone call they admitted the chargers were mislabeled and that the 150kwh was a 350kwh and vice versa. But non of these chargers provided their advertised speed. I instead saw 55 - 70KWh well below half of the advertised 350 KWh. I want a billing adjustment as a penalty for misadvertising and for the full hour of extra time I was required to sit stranded when I could have wasted no time if I was properly informed and Electrify america did not maintain a disingenuous status page. I checked a new app provided to me post issue and found that while these chargers are shown as fully functioning they have given multiple others issues and seldom ever worked as advertised.
Business Response
Date: 06/21/2023
June 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 June 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. 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. Further, in January 2021, it launched a Roaming EV Test Fleet program to conduct intensive field tests of our network. This means that each of the Company’s chargers are tested almost every two months. The Company deploys nine teams of inspectors who complete a full checklist to ensure that its chargers will provide a quality experience to our customers. This works to help ensure that each charging cable, all payment methods, and other facets of the customer experience will provide a high-quality charge. The inspectors utilize a fleet of electric vehicles to perform charging tests. In addition, they inspect the stations to ensure all equipment and aesthetics are in top working order including the chargers themselves, power cabinets, transformers, lighting, EV charging parking stencil signage, among other things.
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.
Within the Complaint, the Complainant states that during a charging session, they experienced slow charging speed, contacted the Company’s Call Center (the “Call Center”) and claim they ”experienced blatant lieng [sic] by the company”. The Complainant has asked for a “billing adjustment as a penalty for misadvertising [sic]” for the “extra time they were required to sit stranded”. Complainant does not state their desired amount for such “billing adjustment”, and gives no evidence as to how they were “stranded”.
Electrify America has reviewed this case and I am told the Complainant contacted the Call Center on May 16, 2023 to report a slow charge, where they state that they saw “55 – 70kW” of power delivered to their EV. Following the Complainant’s call to the Call Center, the representative asked the Complainant to move to another charger, where the speed of charge increased, by Company records, to a maximum charging speed of 215 kW. During this charging session, the Complainant also spoke to the Call Center Supervisor and asked for a complimentary charging session, which, per Company policy, was denied.
Although the charge delivered by the initial charger may have been delivered at a slower speed than usual, Complainant did in fact receive EV charging at that time, and was billed for the actual amount of EV charge they received. As Complainant’s session occurred in a state where the Company bills customers on a kilowatt-hour basis, they were billed on a basis of the amount of charging they received, and not for the amount of time they were plugged-in to the charger. Therefore, the Complainant in this case was not negatively affected from a price-perspective as far as how “slow” the charging speed was, and how long their charging session lasted. Lastly, our records show that the Complainant’s speed of charge drastically increased (by over 100 kW) following the Call Center representative’s advice to move to an adjacent charger, and this ostensibly resolved the Complainant’s reported issue.
Consistent with its existing practices, Electrify America correctly billed the Complainant in this instance, and declines to issue a refund to Complainant. 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: 06/22/2023
Complaint: ********

I am rejecting this response because:
While it is factual set I did receive KWH energy from EA, the marketed speed of such delivery was 350Kwh my vehicle is capable of over 200Kwh I saw well below these speeds and had a typical experience of below half the marketed speed.. EA associates on the phone noted that they had 8 service tickets open on the machines I used. None of this information was provided by their application that does support this functionality. EA purposely and maliciously withheld this information that they were capable of providing via their application to ensure continued usage of their product in a region where no competition exists. This unduly delayed myself and others while. Causing economic harm in our time. If EA did not conceal their issues on their machine and infact marked them in the app as they can, I would have been able to plan a more performant route, providing my time back.
EA fundamentally committed misadvertising that caused hardship.
If I pay my internet provider for 350Mbps and they only provide me 100 or less Mbps then the company would be required to cut a percentage of my bill.
The average cost per a KWh in Missouri is 13.28 cents, EA charges 48 cents. I request the total billed to me be halved as a component of the degredated service I was provided.

Regards,

*****************************
Initial Complaint
Date:03/30/2023
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 have a Electrify America account with a Volovo free plan. Im new to this however when I first called EA I did ask how to use the plan, I was told tap my phone at the charger. I also asked if I could use any charging speed under the plan and was told yes.Today I tried tapping my phone under the mouse pad looking member spot, it did not work, so I tapped the credit card area and it worked. Thinking it would not charge me I walked away. As I was waiting, I started looking more at the app and saw where I probably should have used the app and swipe. So I went back, stopped charging my car. I was charged 17 dollars ish. I went ahead and recharged using app. I called EA, they stated that we are all learning and the rep prior shouldnt have told me to swipe my phone at the reader .I understand how to work it now but I shouldnt be charged when I had free credits and directions at station, the member pad didnt work etc
Business Response
Date: 05/04/2023
May 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 April 13, 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. Further, in January 2021, it launched a Roaming EV Test Fleet program to conduct intensive field tests of our network. This means that each of the Company’s chargers are tested almost every two months. The Company deploys nine teams of inspectors who complete a full checklist to ensure that its chargers will provide a quality experience to our customers. This works to help ensure that each charging cable, all payment methods, and other facets of the customer experience will provide a high-quality charge. The inspectors utilize a fleet of electric vehicles to perform charging tests. In addition, they inspect the stations to ensure all equipment and aesthetics are in top working order including the chargers themselves, power cabinets, transformers, lighting, EV charging parking stencil signage, among other things.
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 2023 ***** **** Recharge and *** Recharge 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, 250 kW/h DC-fast charging sessions over a term of three year (the “Plan”).3
The Complainant states that they are a recipient of this ***** premium offer. They further state that that in order to charge their vehicle, that they “tapped the credit card area”in order to initiate a charge. Subsequently, after the charge was completed, they state that they “started looking more at the app and saw where I probably should have used the app [to initiate a charging session].” The Complainant then called the Contact Center and after discussions with the representative, signaled that they then understood the correct way to  activate a charge under their Plan. The Complainant’s desired settlement is a “refund”, ostensibly for the roughly $17 charging session cost referenced in 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.”4 The Plan terms do not state that the benefit may be activated via a charger’s credit card reader.
My investigation shows the Complainant called the Contact Center on March 30, 2023, and admitted their error concerning the activation of their charging session. Instead of tapping their cell phone with the appropriate plan credential on the charger’s NFC reader, it seems that Complainant tapped their cell phone over 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.
The Contact Center representative educated the Complainant on how to use the app for future charging sessions covered by their Plan. Further, the representative advised them that, following company policy, it unfortunately cannot refund their credit card for that charging session, 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 1-833-632-2778.
Sincerely,
***** *********
Senior Counsel
1 Electrify America opened its first charging station for public use on May 2, 2018.
(****************************************************)
2 As of May 2, 2022, Electrify America has roughly 800 stations, or 3,500 individual chargers, open or with construction completed and awaiting commissioning.
(*****************************************************)
3 The model year 2022 and 2023 ***** **** Recharge and *** Recharge Promotion Terms and Conditions, respectively, are available here: ***** Disclosure 2022 | Electrify America; and ***** Disclosure 2023 | Electrify America.
4 Id.
5 See Exhibit “A” below for reference.
6 See ************************************************ *** **********
Initial Complaint
Date:03/21/2023
Type:Delivery 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.
Seller = Electrify America, LLC.Product =Electrify America - *********** Level 2 WiFi Enabled Electric Vehicle Vehicle (EV) Home Charger, up to 40 Amps, 240V, UL and Energy Star Certified, Indoor/Out Order Place=July 24, 2021 Order Number= ******************* Order delivered by =Jul 28, 2021 - Aug 3, 2021 Issue = Item was not working so reached to Electrify America and on Feb 15, 2023, they emailed pre-apid shipping label which I used to ship the item to the Electrify America address (*** label confirmed the item was delivered on Feb 23, 2023. I have been calling to get an update and called several times and today, Electrify America Helpdesk told me that they have returned the product back to ******! Why? It is a defective product and should be repaired under warranty. This has not done so want your help in getting my unit back or my money back.
Business Response
Date: 04/17/2023
April 17, 2023
Dear Dispute Resolution Team:
I am in receipt of your correspondence to (“Electrify America” or the “Company”) dated March 30, 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 also offers ***********™ Level-2 home chargers (the “***********”). 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 *********** provide EV drivers a streamlined charging experience with increased charging flexibility. The Complainant is an owner of a *********** home charger.
The Complainant states that they “purchased a [***********] on July 23, 2021 and it stopped working”. They called the Company to report this failure on February 15, 2023. They were told by the Company’s Contact Center that they would receive a packing slip to return the old charger and would then receive a replacement unit. The Complainant states
“they returned the old charger and it [the ***********] was received by the Company on February 23, 2023, however they did not receive a replacement unit”. Their desired settlement is a “repair or replacement” of the unit.
After conducting an internal investigation, our records show the Complainant purchased a *********** on July 23, 2021. The *********** has a 30-day period for refund of the unit’s purchase price if it is returned unused, and in the same condition that it was received. Additionally, there is a three-year product replacement warranty from the date of purchase if the product has been determined to have a material defect.
On February 15, 2023, the Complainant called the Contact Center to report their *********** was no longer working. They were told by the Contact Center that they would receive a packing slip to return the faulty charger. The Complainant returned the faulty charger on February 23, 2023. Finally, the Contact Center also advised me that the Complainant received a replacement *********** on March 25, 2023.
While it is unfortunate that the Complainant may have experienced a delay in shipping, they have received a replacement ***********. We consider this matter closed however, 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:03/17/2023
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 bought a Electrify America(EA) Home Station in Aug of 2022 from ******. The home station failed 2 weeks ago (end of Feb 2023). The male plug had some melted plastic. I filed a warranty claim with them. They state they have a 3 year warranty. It took them a week to respond to my warranty claim which was on March 10th. They asked for information, like proof the 50 amp plug was installed by a certified electrician, pictures of the outlet and the home stations plug. I supplied all of that info. The plug was installed by a certified electrician. They took another week to get back to me on March 17th. They told me it was denied because I need to supply proof that the electrician came back out and inspected the outlet. I told them I have been using it with another EVSE since their product failed and used this other EVSE before I got the Home Station. I do not think I need to pay an electrician to prove their work is up to code and that the outlet is working. EA needs to honor their 3 year warranty claim.
Business Response
Date: 04/12/2023
April 12, 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 March 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. 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 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 is an owner of a HomeStation home charger.
The Complainant states that their “[HomeStation] stopped working end of February 2023 and they filed a warranty claim with [Electrify America]”. They further stated that the “male plug had some melted plastic”, and that he provided the Company proof the “50 amp plug” was installed by a certified electrician. This is contrary to what the Contact Center received, as Complainant provided no such evidence to this point (of which is detailed further below). When asked again to provide proof that the outlet was installed by a certified electrician, the Complainant stated in the Complaint that he “[does] not think that [they] needed to pay an electrician to prove their work is up to code and that the outlet is working”. Their desired settlement is a replacement of the HomeStation unit.
After conducting an internal investigation, our records show the Complainant purchased a HomeStation from Amazon on August 23, 2022. The HomeStation has a 30-day period for refund of the unit’s purchase price if it is returned unused, and in the same condition that it was received. Additionally, there is a three-year product replacement warranty from the date of purchase if the product has been determined to have a material defect.
On March 4, 2023, the Complainant called the Contact Center to redeem a warranty claim for their HomeStation. They reported that their HomeStation was no longer working and that the plug had partially melted. They were told by the Contact Center, and per Company policy, to provide (i) pictures of the outlet, and in addition information regarding its manufacturer and model number; (ii) pictures of the damaged plug and report of any thermal damage; and (iii) a copy of the certified electrician’s installation documents and an investigation report of the thermal damage.
On March 10, 2023, the Complainant provided the following information: (i) a picture of the outlet, although the Complainant did not know its manufacturer or model number; (ii) a picture of the damaged plug; and (iii) an estimate dated March 7, 2022 from a local contracting company (John Nugent & Sons) to run a 50-amp 240-volt circuit roughly 25 feet. The Complainant states that this firm, John Nugent & Sons, installed the outlet for the HomeStation in question. However, there was no receipt to indicate that the work was actually performed, as they solely provided an invoice.
On March 17, 2023, the Contact Center called the Complainant and advised them that the Company cannot provide a warranty replacement at this time without an inspection report from a certified electrician concerning the alleged thermal damage to the outlet. Additionally, the Complainant did not provide a receipt from any electrician who may have installed the plug, but only provided an invoice and estimate to have such work performed. Importantly, I am told that the Complainant has refused to show proof that the plug was inspected by a licensed electrician.
The Company therefore cannot issue a warranty replacement for the unit, as it is impossible to gauge whether Complainant’s outlet or the HomeStation is in fact the root-cause of Complainant’s instant issues.
It is unfortunate that the Complainant experienced an issue with the HomeStation. However, Electrify America’s Contact Center made several attempts to speak to the Complainant to provide further assistance, although these call were not returned. 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: 04/17/2023
[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:
The invoice that I provided is proof *********************** and **** did do the work. However, if this was not proof in the eyes of EA, they never told me that they needed more info. All I got was 2 voice messages to call them back. I emailed them several times asking for more details why they would not honor their warranty. I never received a reason and only got a voice message "to call them back". I don't have time to communicate with them via swapping phone calls. This is 2023. If EA does not understand phone calls are not the best way to communicate, then they need to get new communications people .
I have wrote to them stating I have given up on this warranty claim because it was going on for a month, which is WAY to long. During this time, I had no quick way to charge my cars, so I just bought another one.

Regards,

***************************
Initial Complaint
Date:03/08/2023
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.
On March 7 2023, I attempted to charge my car at an Electrify America charging station at ***** ******* Premium Outlets (Kittery, ME) *** **** Kittery, Maine ***** Charger ID: # ********* Session: ******** This was labeled as a 150 kWh charger, however, the charger never reached this speed (maximum was 70 kWh reached only at the end of the charging cycle) and so charging took longer than the contract permitted time of 30 minutes. Since the charger was faulty, I should not have to pay for the time beyond 30 minutes. Not only did I have to waste time sitting in my car for longer than expected, I was also charged for the time due to the faulty charger. This is a deceptive practice. Since this is only the second time charging my car, I thought I might have done something wrong, but I was told that the charger was faulty when I called Electrify America to resolve the issue. They said that I would not have my money refunded since I spent more than 30 minutes charging my car regardless that their charger was faulty. Below is the charging plan summary. Charging Session Summary Plan Name **** ID.* Charging Plan Charging Price $0.48/kWh (pre-tax) Session Start Time 16:20:37 PM Session End Time 16:54:29 PM Charging Time 00:33:21 Idle Start Time 00:00:00 Idle Stop Time 00:00:00 Paid Idle Time 00:00 Grace Period 00:00 min End State of Charge 80% Max. Charging Speed 70 kW Total Energy Delivered 32.5140 kWh Power Type DC
Business Response
Date: 03/29/2023
March 29, 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 March 16, 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. Further, in January 2021, it launched a Roaming EV Test Fleet program to conduct intensive field tests of our network. This means that each of the Company’s chargers are tested almost every two months. The Company deploys nine teams of inspectors who complete a full checklist to ensure that its chargers will provide a quality experience to our customers. This works to help ensure that each charging cable, all payment methods, and other facets of the customer experience will provide a high-quality charge. The inspectors utilize a fleet of electric vehicles to perform charging tests. In addition, they inspect the stations to ensure all equipment and aesthetics are in top working order including the chargers themselves, power cabinets, transformers, lighting, EV charging parking stencil signage, among other things.
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 2023 Volkswagen ID.4 consumers that purchased a new EV from an authorized Volkswagen 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 DC-fast charging sessions (the “Plan”).3 Any charge in excess of 30-minutes continues at Electrify America Pass pricing, of which is clearly disclosed to customers before they activate this benefit.4
The Complainant states that they are a recipient of this Volkswagen premium offer. They further state that on March 7, 2023, they charged their vehicle at an Electrify America station, and that their session never exceeded 70 kW. Complainant alleges that that this charging speed was the result of a “faulty charger”. The Complainant’s desired settlement is a “refund”, ostensibly for the amount of charge they received in excess of the 30-minutes of included complimentary charging via the Plan ($1.51).
The Plan Terms, of which must be accepted by a customer before the Plan’s activation, state that if one does not disconnect one’s vehicle from the charging station after the initial 30-minute session, “charging will continue uninterrupted at the prevailing Electrify America Pass charging price”5
As reviewed in the Complainant’s receipt attached to this Complaint, the receipt shows on March 7, 2023, the total charging time of this session was 33:21, for a total charging cost of $15.35. Of that amount, $13.92 was refunded, as such charging fell within the 30-minutes of charging allotted by the Plan. However, the additional charging time of 3:21 was over the Plan’s 30-minute session limit, and therefore not covered. Therefore, Complainant was accurately billed $1.51 for continued charging that occurred “uninterrupted at the prevailing Electrify America Pass charging price”6, as disclosed to the Complainant before activating their Plan benefit.
The Complainant was refunded the appropriate amount under the Plan’s terms, and were billed the $1.51 under that same Plan disclosure. Therefore, no further 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
Initial Complaint
Date:03/08/2023
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.
On the 24th, Electrify America turned off their ********** chargers without proper notice and I went to charge there and my car died. I called electrify america and they said I have to get towed and they would reimburse me for the charges.
Business Response
Date: 04/05/2023
April 5, 2023
I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated March 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 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. Further, in January 2021, it launched a Roaming EV Test Fleet program to conduct intensive field tests of our network. This means that each of the Company’s chargers are tested almost every two months. The Company deploys nine teams of inspectors who complete a full checklist to ensure that its chargers will provide a quality experience to our customers. This works to help ensure that each charging cable, all payment methods, and other facets of the customer experience will provide a high-quality charge. The inspectors utilize a fleet of electric vehicles to perform charging tests. In addition, they inspect the stations to ensure all equipment and aesthetics are in top working order including the chargers themselves, power cabinets, transformers, lighting, EV charging parking stencil signage, among other things.
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 states that “on the 24th [of January] Electrify America turned off [the Electrify America charging station at ***** **** Premium Outlets] without proper notice” and when they attempted to charge there, “[their] car died”. The Complainant also states “they called the [Electrify America Contact Center] and was told [Electrify America] would reimburse [Complainant] for the charges”. The Complainant’s desired settlement is a “refund”, ostensibly for the towing expense.
First, I am told by the Contact Center that they did not, in fact, communicate to Complainant that they would be reimbursed for their towing expense on January 24, 2023, but rather they could submit their towing expense for review. Following internal review, the Contact Center left a voicemail with the Complainant on January 30 asking them to call the Contact Center, and ultimately communicated with the Complainant via phone call on February 1 to state that such towing expense reimbursement was declined.
Following internal investigation, it seems that the chargers located at the ***** **** Station were unavailable from January 23, 2023 until February 14, 2023 due to scheduled maintenance. I am told that this information was posted to the ********* website and app on January 18, 2023, in order to provide advance notice of this temporary outage for customers.3 ********* provides aggregated data concerning charging stations across the United States and Canada, is available both via website and app (for smartphone use), and represents a known resource for over 2 million registered users.4 Further, I am told that the Company’s app5, which is used by customers to locate available chargers, was updated at the time of the temporary outage to reflect the station’s unavailability.
Importantly, during the Complainant’s January 24, 2023 call to the Contact Center, they relayed that they were using the “***********” app to locate available charging stations. ***********, Inc. is a completely different company and charging station network than Electrify America, LLC. The Contact Center representative advised the Complainant of this fact, and that the *********** website/app necessarily would not have pertinent information regarding Electrify America stations or chargers. Lastly, I am told that Complainant declined the Contact Center’s assistance in locating another charging station potentially nearby.
While it is unfortunate that the Complainant experienced challenges in locating an available charging station, Electrify America disseminated information regarding the ***** **** Station’s temporary outage via multiple channels. Further, it seems that the Contact Center’s attempts to assist the Complainant were refused. As a result, the Company, again, declines to refund the Complainant for their towing expense. Should the Complainant have any further questions, they should please contact the Electrify America Contact Center 24/7/365 at 1-************.
Sincerely,
***** *********
Senior Counsel

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