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:06/04/2025

  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 June 4th, 2025, at around 6:50 PM, I was at ******* location #**** in ************ trying to charge my electric vehicle using an Electrify America station. One of the chargers failed to initiate a session and displayed error code 61_0_0H_0_0. I called customer support and spent nearly 20 minutes actively assisting the representative with diagnosing and troubleshooting the issueplugging/unplugging the connector, reading off codes, and waiting through remote resets. I was the customer, not a technician, yet I was asked to perform the troubleshooting.After that failed attempt, I switched to the adjacent charger which worked, and the car began charging. While it charged, I continued seeking resolution across two more calls.First call: Lasted 17 minutes. During this call, I was laughed at by the agent when I inquired about compensation for my time and was eventually disconnected.Second call: Lasted 4 minutes. I was told theyd refer to the previous interaction but was abruptly hung up on while on hold.Third call: Lasted 32 minutes. I was repeatedly told supervisors were unavailable and would call me back. After persistence, I finally spoke to a supervisor who reiterated that all we can do is help the customer, ignoring the fact that I was the one helping them resolve the issue. No resolution was offered besides documenting the ******* total, I invested 53 minutes of my timeduring work hourson what should have been a straightforward charging session. I lost earnings, time, and mental energy, and was met with laughter, deflection, and complete dismissal.This isnt just about $20. This is about respect. I didnt have to help. I chose to. And I expected at least a basic level of appreciation and accountability in return, not to be laughed at or dismissed.If reimbursement isnt possible, Id accept store credit for future charges. But Im not just venting, Im asking Electrify America to do whats right by the drivers who keep their system moving.

  Business Response

  Date: 06/12/2025

  Please see the attached response to Complaint ID ********.

  Customer Answer

  Date: 06/12/2025

  [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: 23426809
  
  I am rejecting this response because:
  While I appreciate Electrify Americas acknowledgment of my complaint, their response completely ignores the core issue: I spent almost an hour across multiple calls dealing with their representative in troubleshooting their faulty equipment, effectively doing technical support for them while incurring stress and delay in my work as a driver. Their system failure directly impacted my ability to earn income that day, and their refusal to offer compensation for time, energy, and missed earningsdespite me resolving the issue myself by relocating to another stationfeels dismissive and unfair.
  
  
  The company frames my troubleshooting assistance as voluntary, yet it was prompted by their representatives request, and at no point was it made clear that I would not be compensated if their equipment still failed after my efforts. I am not seeking an unreasonable amountjust acknowledgment of the labor I gave them for free and the burden that put on my schedule and well-being.
  
  
  This experience has diminished my trust in Electrify Americas support model. A simple $20 refund, as I originally requested, would not only acknowledge this inconvenience but also uphold the customer service standard ********************** claims to value.
  
  Regards,
  **** *********
  

• Initial Complaint

  Date:05/14/2025

  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.

  This is very complicated, but Ill make it short. I was using the electrify America charger on my electric **** It would not charge mycar so I called customer service and they told me to take it out and start over. The charger would not come out of my car. They called a technician to come and remove it. He had to force it out, thus damaging my charger. My car would not charge after that so I took it to *** you as I was instructed by customer service to do to have it repaired and that I was supposed send the receipt to them once I received it. *** charged me almost $10,000 for the repair and I just received a call from the loyalty team at electrify America who told me that they will not take care of the charges and there was nothing I could do except contact the *** manufacturer, which is ridiculous. I have pictures of the malfunctioning charger and pictures of my charger showing exactly what happened.

  Business Response

  Date: 05/20/2025

  Please see Electrify America's attached response to Complaint ID ********.

  Customer Answer

  Date: 06/05/2025

  [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: 23329247
  
  I am rejecting this response because:
  
  Hi! I tried responding to the link in the letter that I just received dated May 23, 2025, but it would not let me because it said I was over 10 days in responding that the complaint was closed. I just received this letter in the mail and called yesterday but you were closed. I left a message and received a callback that told me to just send this email and explain the situation
  I just wanted to let you know that what electrify America said in their response is false. Their charger was defective. When I plugged it into my car, it would not charge and when I called **************** they told me to take it out and restart. I could not take it out. It was stuck. They had to call a technician out who couldnt get it out either so he had to force it out. While forcing it out damaged my vehicle charger. He showed me why it was stuck in my car. There were white cylinders around The holes in their charger, which were stuck in there from someone elses car that had used the charger. Because these were in there, the charger could not be removed from my car easily. He proceeded to fix the electrify America charger by pulling the white cylinders out. Im not sure they were cylinders. They were something white and they were stuck in there. You can see them from the picture I sent. After he pulled them out, he checked to see if the charger worked in my car, but it didnt. He looked at my charger and said it looked like it may have been bent from the electrify America charger so he pulled his electric truck up to the charger and checked it. The charger then worked. So an electrify America says that the charger was not defective. They are wrong. It was defective but the technician fixed it. Please let me know if I can provide additional details. Thank you! ***** *****
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a promo code through *** for free charges through the Electrify America application. I followed all the directions and downloaded the card to my Apple wallet. The app says you dont have to login, just scan the wallet against the reader of the charger which I have done on 2 trips with my children in the past week. When I tried to select the Electrify America card the charge did not work. So I reopened the wallet and scanned and it worked. So I assumed since Electrify America collects the data for the charges and even texts me the info (including the money spent and the session id) it would eventually extend me the credit. Which of course, it hasnt. All I ask is that, since I can provide all of this info and did to the customer no-service representative, that the credit be applied to these charges as should have been done in the first place. They are refusing to do that which is absurd since they have all the info they need to do this. It really shouldnt be difficult and since the app and the card and how to use them are clunky at best I feel like paying me this courtesy is the very least they can do. The very LEAST.

  Business Response

  Date: 04/29/2025

  Please see the attached response from Electrify America regarding Complaint ID #********.

  Customer Answer

  Date: 04/29/2025

  [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: 23238138
  
  I am rejecting this response because:
  As I explained to the customer (no) service representative, I attempted to use the Electrify America card SEVERAL times. It was rejected every time by the machine; I then assumed that with my Apple wallet merely open and no card selected since the machine accepted it in that form, that it would be applied to the Electrify America account. The procedure is CLEARLY not foolproof. And to suggest that the company is unable to apply the credit in retrospect in the year 2025 with everything electronic anyway is absolutely patently absurd. this is why people hate corporate America. And this is also why it is notable to point out that Electrify America currently has an F rating with the Better Business Bureau 
  
  Regards,
  
  Dr. ***** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/02/2025

  Type:Billing 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 recently charged my EV at an electrify America charger. When my charge was completed, the charger prompted me to remove the plug. I removed the plug but the charger did not acknowledge the removal of the plug and started the idle ***** ****** of 10 minutes for me to remove the plug and leave. I spoke to a *** from ** at the time of the charge of my EV before my ***** ****** was over telling the *** that I had removed my plug and that the charging station did not acknowledge the end of the session. I was assured by the ** *** that I would not be charged an idle fee. I then received a text later that evening with a summary of charges that included the idle fee. I called customer service again and even though they acknowledged the previous call where I was told I wouldnt be charged, they still told me that it would go to reviewI then received an email from ** stating the following Hello *****,Thank you for reaching out to Electrify America. A 10-minute ***** ****** is intended to allow time to return to your vehicle after a charge session has ended. Idle fees will begin to accrue 10 minutes after a charging session has ended if the vehicle is not unplugged.After carefully reviewing your request, we are unable to process a refund for the idle fees associated with the session in question. You were correctly billed for the time your vehicle was plugged in after your session. You can set up notifications in the Electrify America mobile app to be alerted when your future charge sessions are complete.Thank you,Sharece Electrify America, LLC ***************** Case # ******** [ ref:!00D1N02b5V1.!500RQ0XxtNG:ref ]

  Business Response

  Date: 04/08/2025

  Please see the attached response from Electrify America.

  Customer Answer

  Date: 04/08/2025

  [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. 
  

  I have FINALLY received my refund  

  That being said, I would hope that in the future, Electrify America will resolve OBVIOUS issues on their end without blowing the customer off as a default with an initial boiler plate email that doesnt even refer to the facts as explained to them  
  

  Its a shame that I had to get BBB involved before I was satisfied and made whole. 
  

  thank you BBB!! 
  
  Regards,
  
  ***** *********
  

  
  

• Initial Complaint

  Date:04/01/2025

  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.

  The charger machine charged me the non member rate for a charging session for my electric vehicle. Charging me the non member rate allows them to place a $50 hold on your account, the hold lasts for 72 hours. I called immediately, they told me it was nothing that could be done. When calling the *** told me I did it incorrectly, which isnt the case. The machine has two spaces one for non members & directly under it a space for members. You can use your phone to pay for it. The machine picked up the non member space & not member. They refused to assist with anything had me on hold for an hour waiting g for a supervisor for him to say the same thing. Since it charged me the non member rate, my charging session was hiring than normal. He said he submitted a refund request for it but Im still waiting for someone to call me back.

  Business Response

  Date: 04/08/2025

  Please see the attached response from Electrify America.

• Initial Complaint

  Date:03/30/2025

  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.

  ** had a fault during charging my car. They wont refund $2 for fee that should not have occurred. Gave them pics or proof sad billion dollar company doesnt care about their customers at all their chargers are always broken so I plan on going to *****

  Business Response

  Date: 04/03/2025

  Please see the attached response from Electrify America.

• Initial Complaint

  Date:03/19/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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've been fighting with Electrify America to get my *** charge pass reinstated. I've contacted *** who sends me back to **. The charge pass stated that it was used, however I have never used it. It is a faulty code and nobody is claiming ownership. The free year of charging was a perk that I never got to use and I would like to use that perk.This has been extremely irritating.

  Business Response

  Date: 04/01/2025

  Please see the response attached response from Electrify America.
  

  Customer Answer

  Date: 04/01/2025

  [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: 23086513
  
  I am rejecting this response because:
  
  I did not redeem the **************** The letter admitted to a faulty code from **** *** was contacted and I was sent to complain to **. This is totally unacceptable as it was given as a credit that I have yet to be able to redeem. I will take legal action against this.
  
  Regards,
  
  ***** *********
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 04/14/2025

  This company has deceived *** owners and I will be going for legal action. This is ridiculous in how Electrify America has not even responded.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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've been attempting to resolve an issue with my account for nearly a year with Electrify Ameria. I was provided a premium free charging plan with the purchase of my car. I own multiple vehicles and through the app all vehicles were incorrectly being associated to the premium plan. This resulted in a policy violation in April 24 where Electrify America removed my premium plan. I contacted them and explain the issue. I was told this would be reviewed and a "vin reset" would be requested for my account which would clear out the *** and allow me to enter the code from the dealership again. Apparently my account was supposed to allow selecting between the premium plan or the standard plan when charging vehicles however no "Standard Plan" appears on my account and support can't explain to me why. In fact one the premium free plan was removed there was no plan at all on my account this I was completely unable to use the EA network via the app. I was instructed to get a new code from my dealership but that appears to be incorrect as the codes seam to have a one to one relationship with the ***. Although willing the dealership appears unable to help. I was eventually able to get some functionality working again by signing up for **** which provides a discount plan. This however also appears to have issues since that plan also lists a specific vin yet I get conflicting answers about if it can be used for my other cars since i have more than one. To this day I still have no standard plan on my account and no explanation why yet when speaking with support they explain that they can not reinstate my free charging plan despite being unable to explain why i have no standard plan available to select. It appears that there are issues with the EA app managing multiple vehicles and because of these glitches and the associated policy violations I'm now deprived of the premium offer i was given. They additionally implied that this will apply to all future offers with other purchases.

• Initial Complaint

  Date:03/09/2025

  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 purchased a ******* Ionia5 in March 2024. Part of the purchase was the inclusion of 2 years of free charging at Electrify America. (Station ******) at ******************************************* was fine until fall last year when it was down for an upgrade for about 2 months. Then it worked fine, but always crowded till about 2 1/2 months ago and became inoperable again. It is still inoperable. We have to charge at places where we have to pay. Not quite what we signed up for. No indication from Electrify America when the station will again be operable, if ever.

  Business Response

  Date: 03/12/2025

  Please see the attached response from Electrify America.

• Initial Complaint

  Date:03/08/2025

  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.

  Date: 1st March 2025 Charge: $40, and their fault led to damages I had to pay a car rental agency $51 I plugged in my EV and due to Electricity Americas fault, charging ended in 2 minutes but the session was still ongoing which didnt allow me to charge my vehicle elsewhere. Even though the charge end time was considerably earlier than the session end time, they're claiming there was no error on their end. This meant I was unable to charge my car for an extremely long period of time for a fault that was not my own, which they could not rectify on your end either even though they tried to remotely end the session. They refuse to acknowledge their faults and customer service was beyond rude and filled with lies. Since I was not able to start another charging session, I was not able to charge my rental car and had to pay the agency $50. I even have extra money left in my electrify America account. At the very least, I would like the amount of money left in my account to be refunded to me.

  Business Response

  Date: 03/12/2025

  Pelase see attached response to complaint ID ******** from **********************.