Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/23/2023

  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 had a *** 2 year free charging promotion that is terminated due to other cars charged. I have not used other cars under this promotion for charging. Reading online EA chargers have been hacked and used by other users so I feel this is a way for EA to get out of the obligation of honoring free charging for New Car owners. I need my account reinstated and hardened so this hacking cannot happen again.

  Customer Answer

  Date: 03/07/2023

  --------- Forwarded message ---------
  From: Amit G <*******************>
  Date: Wed, Mar 1, 2023 at 6:45 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  

  I realized the issue last week on 

  02/22/2023

  Business Response

  Date: 03/23/2023

  March 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 March 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 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 and 2023 *** ** consumers that purchased a new EV from  an authorized BMW retailer, where such purchaser is eligible to receive, from the date of  vehicle purchase and subject to various conditions, two years of included 30-minute DC-fast charging sessions (the “Plan”). 

  The Complainant states that they are a recipient of this *** ** premium offer. They further  state that they “have been terminated from the promotion due to other cars were being  charged under this promotion”. The Complainant claims their “free charging stopped and  [Electrify America] accused them of using the service with different vehicles”. Concerning  their desired settlement, they ask for reinstatement of their *** ** premium offer.  

  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 ** 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…

  I am told that the Electrify America Contact Center recorded 28 charging sessions from December 7, 2022 through February 19, 2023, where Complainant used their *** ** premium offer for charging sessions on EVs other than the Plan-associated *** **. This  activity violates the Plan’s Terms, as well as Electrify America’s Terms of Use. As set forth  in the disclosure to *** ** customers, Electrify America may “terminate...access [to the]  program” if Electrify America determines that a customer is in violation of the Plan’s Terms.  Therefore, the Company rightfully terminated the Complainant from their *** ** premium  offer. 
  

  Lastly, Complainant asserts that they have “read online [that the Company’s] chargers have  been hacked…so I feel this is a way for [Electrify America] to [end Complainant’s Plan].” Network security remains a top priority for the Company. Further, after concluding our  internal investigation, there is nothing to indicate that the Complainant’s account was “hacked”, or that the unauthorized use of the Plan originated with anyone besides  Complainant.  
  

  Because our records indicate that the Complainant has violated Electrify America’s Terms of  Use and the Plan Disclosure in multiple instances, Electrify America declines to reinstate the  Complainant’s *** ** premium offer.  

  Should the Complainant have any further questions, they should please contact the Electrify  America Contact Center 24/7/365 at ###-###-####.  
  

  Sincerely, 
  David A******** 
  Senior Counsel

• Initial Complaint

  Date:02/15/2023

  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.

  I started using Electrify America on or about January 10th since my purchase of a *** **. As an owner of a *** **, I receive 30-minute free sessions at Electrify America's chargers for the next two years. Unfortunately, this company has been nothing but frustrating to deal with. I've had many issues with the charges in the Denver, CO, area. In one instance, I connected to charge using my 30-minute free session and was charged for the full charging time due to a problem with their Electrify America app and that of My *** app.I have called 3 times to speak with a representative about my refund. And every single time, I get the same scripted response that it's under review/approval. It is 13 days later and still the same response after my call today, February 15, 2023. This company is one of the worst I've had to deal with. The one good thing I experienced is quick response to calls. Most of the times, unfortunately, does not resolve the issue you're experiencing. I want my REFUND!

  Business Response

  Date: 03/10/2023

  March 8, 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 February 23, 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 newly purchased3 model year 2022 and 2023 *** ** consumers, where such  purchaser is eligible to receive, for two years from the date of vehicle purchase and subject  to various conditions, complimentary 30-minute charging sessions.  
  

  The Complainant states that they are a recipient of this *** premium offer. They further  state that were erroneously charged for a charging session included in their premium offer.  Additionally, they supplied a receipt from Electrify America within their Complaint for this  session in the amount of $13.39. Their desired relief is a refund for this charging session.  
  After investigating our records internally, I am told by our Contact Center that the Complainant contacted them for a refund on February 2, 2023. I’m further told that the  Company issued a refund to the Complainant in the amount of $13.39 on February 16, 2023.  

  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- 833-632-2778.  
  

  Sincerely, 
  David A******** 

• Initial Complaint

  Date:02/14/2023

  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.

  I purchased an **** ***** in 2019. I was given free 1000 credits of charging. My credits are due to expire in June 2023. I have not been able to use these credits due to the lack of charging stations in Michigan. I have asked these expiration to be extended with **** and Electrify American. Neither are willing to do this.

  Business Response

  Date: 03/17/2023

  March 17, 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 February 21, 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  was available to 2019 **** ****** consumers, where such new purchaser was eligible to  receive, from the date of vehicle purchase and subject to various conditions, a 1,000 kWh  credit of included charging.  
  

  The Complainant states that they are a recipient of this **** premium offer. They further  state that their “credits are due to expire in June 2023” and that “[they] haven’t been able to  use these credits due to the lack of charging stations in Michigan”. They go on to further say  that “neither **** nor Electrify America is willing to [extend the premium offer]”. Concerning  their desired settlement, they ask for a time extension for the charging benefit.  

  Electrify America currently has eight charging stations located across the state of Michigan,  with three more locations coming soon. As stated above, Electrify America teams with  various car manufacturers, such as Audi, concerning premium offers. The car manufacturer,  Audi in this case, determines the premium offer benefit and length of time during which it  can be utilized by the consumer. Further, the 2019 **** ****** premium offer is activated and controlled via the ****** app. The Company has no ability to control or alter the  customer experience via this app, and is also not authorized to extend such charging benefits  without the consent of the manufacturer. As such, the Company unfortunately cannot extend  the term of the Complainant’s premium offer, as Complainant has requested.  
  

  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, 
  

  David A******** 
  Senior Counsel

  Customer Answer

  Date: 03/19/2023

  [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. 

  
  

  However, I have filed a similar complaint with VW of America,  Complaint ID  ********;  Volkswagen Group of America, Inc. BBB should not have closed this complain. Please re-open as it appears this is the manufacture that can extend my premium credits  

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

• Initial Complaint

  Date:02/03/2023

  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 a new 2022 ******** 2 that came with 2 years of free electrify america (EA) use. I also purchased a **** **** *, **** *********, ***** ***, ALL OF WHICH also come with electrify america use. During a trip with my ******** and ****, my EA free charging stopped working and then EA unilaterally accused me of using the service with different vehicles. EVERY vehicle I own comes with EA use. If any use should have been attributed to a different vehicle I apologize but their app is not the best and their systems are unreliable at best. EA opted to CANCEL the balance of my EA ******** subscription, leaving me no option to charge it as they are contractually obligated to do. They also charged my credit card several hundred dollars for charges that should have been included in the service. I contacted ******** ******* to dispute the charges but I demand that my ******** * charging entitlement be reinstated at once. Their contention is that I used it for other vehicles, but all my other vehicles ALSO have EA entitlements. This should have been a simple issue of moving some charges to the specific car's eligibility, but instead they canceled my entitlement.

  Business Response

  Date: 03/08/2023

  March 8, 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 February 13, 2023, under the above-referenced file  number and the related complaint regarding Complaint ID 19326495 (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 2021 and 2022 ******** * consumers that purchased a new EV from an authorized ******** retailer or via ********.com, where such purchaser is eligible to  receive, from the date of vehicle purchase and subject to various conditions, two years of  included 30-minute charging sessions.3  
  

  The Complainant states that they are a recipient of this ******** * premium offer. They  further state that they “have also purchased a **** **** *, **** **** [*********], and *****  ***, ALL OF WHICH [sic] also come with [Electrify America] use”. The Complainant states  their “free charging stopped and [Electrify America] accused them of using the service with  different vehicles”. Concerning their desired settlement, they ask for reinstatement of their  ******** * premium offer.  
  
  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 ******** * 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.”4  
  

  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…5 
  Additionally, Electrify America’s Terms of Use6 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…7 

  I am told that the Electrify America Contact Center recorded 24 charging sessions in December and January where Complainant used their ******** * premium offer on EVs other  than the ******** * associated with the Promotion Terms. This activity violates the  Promotion Terms, as well as Electrify America’s Terms of Use. As set forth in the disclosure  to ******** * customers, Electrify America may “terminate...access [to the] program” if Electrify America determines that a customer is in violation of the Program Terms, and as  such the Company rightfully terminated the Complainant from their ******** 2 premium  offer. 
  

  While the Complainant states that they have purchased other EVs that have associated EV  charging benefits on the Electrify America network (such as the **** ***** *********), such  benefits are not interchangeable between EVs.8 Emphasis added. Each premium offer is  associated with a specific EV, and unauthorized application of a premium offer is cause for  
  premium offer termination, which is disclosed to customers.9 Because our records indicate  that the Complainant has violated Electrify America’s Terms of Use and the ******** Plan  Disclosure in multiple instances, Electrify America declines to reinstate the Complainant’s  ******** * premium offer. Should the Complainant have any further questions, they should  please contact the Electrify America Contact Center 24/7/365 at ###-###-####.  
  

  Sincerely, 
  

  David A******** 
  Senior Counsel 

  Customer Answer

  Date: 03/08/2023

  [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:  no one reads the fine print on every single term of service, especially on an app.  The net of this is that I HAD appropriate entitlements to use the Electrify America service free of charge as every vehicle I own came with this charging included.  If the app used one plan instead of the other, the REASONABLE thing to do would be to inform me of the appropriate steps to charge, associate the charges with the vehicle being charged, and ask that I abide by the terms of service once informed.  EA's position is tantamount to one strike and you're out, when I HAD legal entitlements to use the service for the vehicles I own.  As a US **** Officer who often has to travel great distances by car, I purchased the ******** because of the free charging that came with the car.  I respectfully ask that the service be reinstated according to the terms spelled out.  I apologize for mixup regarding the activation of charging for each vehicle.  The folks selling these cars don't tell you anything about the charging on EA other than "it's free for 2 years."
  
  Regards,
  
  *********************
  *******, US ****
  

• Initial Complaint

  Date:01/25/2023

  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 car from **** It comes with a Kia **** for Electrify America. I'm supposed to get ***** free kw worth of charging. I have the Kia **** set as my default method of payment. I have been manually selecting the Kia **** for payment when I charge my car. Electrify America keeps charging my credit card. I called and complained that it should be charging my Kia ****. They said they would refund the charges but instead double charged me. They charged $114.40 on my AMEX and $21.07 to my ***** Fargo card.None of these were authorized by me. Plus I didn't even charge that many times. I charged 5x and all on the Kia ****.

  Business Response

  Date: 02/22/2023

  February 22, 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 January 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’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  Express card, of which was the only card on file for this customer, including the amount of  $21.07 that Complainant claims was charged to a Wells Fargo card. Lastly, I’m told that the  Complainant’s two charges of $20.00 to ******** ******* card were refunded on January  29, 2023 as well. To my knowledge, the refund of these charges represents the closure of  this matter.  
  Should the Complainant have any further questions, they should please contact the Electrify  America Contact Center 24/7/365 at **************.  
  

  Sincerely, 
  David A******** 
  Senior Counsel
  

• Initial Complaint

  Date:01/19/2023

  Type:Product 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.

  Bought a level 2 home ev charging unit from company mid to late june /early july some hiccups with instal but got up and running though similar problems with customer service then as well. As of December 14 unit stopped working and called support on December 17th. Support authorized a warenty replacement and I was informed I would receive an email with a packing slip so I may return the old so they could send a replacement. 10 days later 12/27 I had yet to receive said slip. They said they would look into it and someone would contact me within 48 hours, no call ever came. Called service on 1/3 where I was informed that tech needed more information but had never contacted me. I gave them the requested information and again was told I would get an email with a packing slip. Had to go out of town and still had not received an email so on 1/17 I again called and requested a refund. Finally I get a voice mail on 1/19 saying that they can't refund because it was past the original 30 day return period. This is absurd as this has nothing to do with the unit at this point this is a customer care issue. These units are listed at $650.00 before you even hire an electrician to install it. They informed me in the voice-mail that the had still needed more information to fulfill the warenty processing which, again, they never called to get! At this point I already ordered a unit from a competitor as these things are a bit of a necessity for an EV. When I called back later in the afternoon explained all this and I'm still being denied. Any help here would be greatly appreciated.

  Business Response

  Date: 02/09/2023

  February 9, 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 January 26, 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” and they called the  Company to report this on December 17. They further stated that they were told by the  Company’s Contact Center that they would receive a packing slip to return the old charger  and receive a replacement unit. However, the Complainant states “they were never contacted [by the Company]” nor did they receive an email with a packing slip. Their desired  settlement is a “refund”, ostensibly for the original $650.00 price of the unit. 
  

  After conducting an internal investigation, our records show the Complainant purchased a  HomeStation on June 21, 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 December 17, 2022, the Complainant called the Contact Center to report their HomeStation was no longer working. They were told by the Contact Center they would  receive a packing slip to return the faulty charger. The Complainant’s refund was denied  because the refund warranty solely applies during the first 30-days of purchase.  Again, in  this case, the date of purchase was June 21, 2022. The Contact Center advised the  Complainant that they could replace the faulty charger, of which the Complainant declined. 
  

  However, I am told that the Company will, without the obligation to do so and as a show of  goodwill, issue a refund to the Complainant for the original cost of the unit. This should occur  within the next few days. 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, 
  David A******** 
  Senior Counsel 

  Customer Answer

  Date: 02/14/2023

  [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:01/17/2023

  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.

  We have purchased new electric vehicle and it comes with 2 year free charging thru electrify America. since day one we have not been able to register our account with them. After hours on the phone several days in a row talking to customer service ( Electrify America ) they haven't been able to fix our issue. They do admit that the problem is at their end and they need to reset the vin number in their system but they have to escalate to a different department in order to fix They tell us to wait and we will get a phone call back but no one ever calls back. When we call to ask for an update the whole process starts again. Its been 3 weeks and we still aren't able to solve this issue.

  Business Response

  Date: 02/07/2023

  February 6, 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 January 23, 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 *** consumers that purchased a new model year EV, where such purchaser  is eligible to receive, from the date of vehicle purchase and subject to various conditions, two years of included charging.  
  

  The Complainant states that they are a recipient of this *** premium offer. They further  state that they are having issues activating the charging benefit via their premium offer at  Electrify America stations, and that they have needed to call the Contact Center repeatedly in order to activate the charging benefit. Additionally the Complainant states “they have  spent several days in a row with the Contact Center and [Electrify America] needs to reset  the VIN number but have to escalate to a different department in order to fix”. Concerning  their desired settlement, they ask for “contact by the business”.  

  After investigating our records internally, I am told that the Complainant has had multiple  conversations with the Contact Center, and has received multiple complimentary goodwill  sessions, which the Company was not obligated to provide, during each of their calls. These conversations and goodwill sessions occurred on January 27, January 29, January 31, and  twice on February 1, 2023. Regarding the Complainant’s desired settlement, the Company  has been in continual contact with them in order to try to resolve their enrollment issue, as  illustrated above. 
  

  I am told that the method for resolution here is for the Complainant to activate their premium  offer via the “My *** App” (available via smartphone on the *** App Store, as well as on  the ****** **** store). Should the Complainant have any further questions, they should  please contact the Electrify America Contact Center 24/7/365 at ###-###-####.  
  

  Sincerely, 
  

  David A******** 
  Senior Counsel

• Initial Complaint

  Date:12/21/2022

  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 is providing increasingly worse service while increasing their prices which are already much higher than the competition. Every single time i have to use their chargers there is some issue. How can they offer a subscription to this maintenance catastrophe. Fellow car owners report stations being broken and unrepaired for days at end, causing more problems in the adjacent areas that quickly get overcrowded. Furthermore the charging speed is reduced causing more delays and costs. No other consumer industry seems this unreliable. Everyone knows VW owns this company and that they already were caught in corporate crimes against the environment. Where is their accountability to the consumer now?

  Business Response

  Date: 01/20/2023

  January 20, 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 January 2, 2023, under the above-referenced file  number and the related complaint regarding Complaint ID 18624411 (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 the Company is “providing increasingly worse service while  increasing their prices”, and that “[the Company’s] charging speed is reduced causing delays  and costs.” Concerning their desired settlement, the Complainant asks for a “refund”,  although they give no details as far the amount of the desired refund, or its conditions or  circumstances. 
  

  After conducting an internal investigation, the only refund request by Complainant that I am  aware of occurred on November 18, 2022. Here, Complainant called to report a slow charger  and asked for a refund. Although the charge delivered by the charger may have been  delivered at a slower speed than usual, Complainant did in fact receive EV charging at this  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 session lasted. Consistent with its existing practices, Electrify America correctly billed the Complainant in this instance, and declined to issue a refund to  Complainant.  
  

  Concerning Complainant’s request for a “refund” in the instant Complaint, I am told that  Complainant’s sole appeal for refund from Electrify America came on November 18, 2022, of  which was declined, and communicated to the Complainant for the reasons stated above. If  the Complainant has a different refund request, they should please call the Contact Center so  that they may fully investigate their refund request, and if warranted, refund the  Complainant for the amount claimed. 
  

  Last, it is important to note that Electrify America has not increased its pricing since September, 2020. As a result, the Company has maintained consistent and uniform pricing  across the country since our inception making it affordable, simple to understand, and  transparent for drivers. 
  

  While it is unfortunate that the Complainant may have experienced challenges charging, the  Company will continue to diligently and promptly work to help EV drivers enjoy a quality  charging experience on its network. 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, 
  David A******** 
  Senior Counsel

• Initial Complaint

  Date:12/19/2022

  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.

  App said chargers available- got to charging station none of the chargers worked , trouble shot with agent and supervisor. Asked for tow home since I came here based on app information and was refused by manager ****** ext *****

  Business Response

  Date: 01/17/2023

  January 17, 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 January 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. 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 “when [they] arrived at the charging station, none of the  chargers worked” and that they “asked for tow home” which was refused by a Contact Center  representative. Concerning their desired settlement, the Complainant asks for a “refund”,  although they give no details as far the amount of the desired refund or its conditions. 
  After investigating our records internally, I am told that the Complainant called the Contact  Center on December 19, 2022 because they were unable to activate a charging session. After  successfully troubleshooting with the Complainant (of which the Complainant acknowledges  in the Complaint), they were able to complete a successful charging session. Further, the  Contact Center provided this session free of charge, as a show of goodwill, which the  Company was not obligated to do.  
  I am told by the Contact Center that the Complainant, after they received the goodwill session, requested a “future tow credit”. I am further told that the Contact Center representative stated to Complainant that it is not the Company policy to provide a credit  toward a “future tow”. Lastly, Complainant’s request for a “refund” in this instance is moot,  as Complainant’s credit card was not charged for this session. 
  While it is unfortunate that the Complainant may have experienced challenges charging, the  Company will continue to diligently and promptly work to help EV drivers enjoy a quality  charging experience on its network. 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, 
  David A******** 
  Senior Counsel

• Initial Complaint

  Date:12/07/2022

  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.

  I have been stranded multiple times due to Electrify America and their partnership with ******* to promote free charging for 2 years. It was the primary influence for be to purchase the vehicle, and now it has let to me missing work, major life events, and even to be best man at my friend's wedding. The chargers are always broken, or it'll freeze the app and you'll get stranded somewhere for possibly hours. I have had dozens of tickets with EA regarding this and requesting a resolution, but they refuse to take any action as explained to me yesterday by a supervisor. I want this rectified, as this vehicle and partnership with Electrify America are now hindering my daily activities and negatively impacting my life.

  Business Response

  Date: 01/06/2023

  January 5, 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 December 21, 2022, 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 ******* consumers that purchased a new model year ***** * EV, where such  purchaser is eligible to receive, from the date of vehicle purchase and subject to various  conditions, two years of included charging.  
  The Complainant states that they are a recipient of this ***** * premium offer. They further  state that they are having issues with activating the charging benefit from their premium  offer at Electrify America stations, and that they have needed to call the Contact Center repeatedly in order to activate charging remotely. Further, they state that they have been  “left stranded multiple times”. Concerning their desired settlement, they ask that their  premium offer be extended beyond the two years presented by Hyundai and Electrify  America.  
  After investigating our records internally, I am told that the Complainant has called the  Contact Center on multiple occasions to activate a charging session, and that each time they  were able to successfully complete their charge. Further, I am told by the Contact Center Complainant gives no detail in the Complaint as to whether specific chargers they used  presented issues and caused them to be stranded, nor did the Complainant request a refund  for reimbursement of such issue.  
  While it is unfortunate that the Complainant may have experienced challenges charging, the  Company will continue to diligently and promptly work to help EV drivers enjoy a quality  charging experience on its network. And following the terms and conditions of the  Complainant’s premium offer, of which were disclosed and agreed to by Complainant when  first activating such premium offer via the Electrify America smart phone app, Electrify  America cannot extend the time-period of its charging credit any further than what is stated.  
  Should the Complainant have any further questions, they should please contact the Electrify  America Contact Center 24/7/365 at ###-###-####.  
  

  Sincerely, 
  David A******** 
  Senior Counsel