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:01/20/2025

  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.

  I cant unplug my car from the charger And the customer service doesnt help at all I stick in my car for more 3 hours waiting for the technician

  Business Response

  Date: 01/28/2025

  Pelase see attached response to complaint #********.

• Initial Complaint

  Date:01/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August I purchased a new electric car that included an offer for 500kw of free electric charging with Electrify America. Over the last few months I have charged my car several times using the Electrify America charging station. Recently I discovered I've been charged for the last few session without being notified. I contacted customer service and they told me that I've used up the free 500kw and this is why I'm being charged each session. I was never notified about the switch from the free to the paid plan and feel it is a deceptive business plan to start charging for services without informing the customer. I am seeking a refund for the charges incurred after the free 500kw was exhausted. Thank you.

  Business Response

  Date: 01/16/2025

  January 16, 2025
  
  Dispute Resolution Team
  ************************ serving *******************
  and ********************
  *************************
  *******************-3404
  
  VIA BBB Portal
  
  re:       Response to Complaint ID ********
  
  Dear Dispute Resolution Team:
  
  Electrify America, LLC, (Electrify America or the Company) is in receipt of your correspondence dated January 15, 2025 under the above-referenced file number and the related complaint regarding Complaint ID ******** (the Complaint).  We 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 ***** and is investing more than $2 billion in Zero Emission Vehicle (***) 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 ***** total charging stations with over ****** individual chargers in ***************** and ****** by 2026. During this period, the company will be expanding to 49 states and the ********************, supporting increased *** adoption with a network that is comprehensive, technologically advanced and customer friendly.
  
  *********************** portfolio of charging stations around the country is still in its early stages[1], and is growing rapidly[2].  As part of Electrify Americas 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 *************** 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 ************** has linguists available to respond in 240 languages and dialects if the customers first language is not English. 
  
  Electrify Americas ************************ is staffed by engineers around the clock to respond to technical issues and dispatch maintenance to the stations, if needed. Electrify America has engaged a third-party maintenance and repair vendor to perform routine, regular,pro-active campaign, and emergency maintenance to help keep the charging stations operational.  Lastly, the Electrify America network is proactively monitored through a backend software system to ensure the Electrify America chargers are online and available for customers, and if issues occur, technical assessment is conducted promptly and escalated to the appropriate channel for diagnosis, response, and repair. 
  
  Electrify America has teamed with numerous car manufacturers to offer various charging packages, or premium offers to customers that purchase new EVs.  One such premium offer is available to Model Year 2024 Volkswagen ID.4 consumers that purchased a new EV from an authorized Volkswagen retailer where such purchaser is eligible to receive, from the date of registration and subject to various conditions, 500 kWh of complimentary DC fast charging sessions[3], (the, Plan).  The Complainant is a recipient of this Plan. 
  
  The Complainant broadly says I was never notified about the switch from the free to the paid plan and feel it is a deceptive business plan to start charging for services without informing the customer. It is important to note here that the plan disclosure that is accepted at the time of registration, which is also available on the Electrify America website identify Once the 500 kWh credit expires, you will not be able to reload or add more credit to this promotional plan. At that time, your account will automatically convert to a basic Electrify America Pass + account, at no additional fee or charge to you (neither one-time nor recurring). The Complainants desired resolution is a refund for charging sessions that occurred outside of their free charging credits.
  
  Electrify America takes the Complainants allegations seriously, and is committed to bringing a quality charging experience to its customers.  The Company continues to work hard to provide maintenance and any necessary repairs to help keep the charging stations operational.    Should the Complainant have any further questions or any specific problems, they should please contact the Electrify America ************** 24/7/365 at **************.       
  
  
  
  [1] Electrify America opened its first charging station for public use on May ******. (**********************************************************)
  [2] As of May 2, 2022, Electrify America has roughly 800 stations, or ***** individual chargers, open or with construction completed and awaiting commissioning.
  (***********************************************************)
  [3] The 2024 Volkswagen ID.4 Promotion Terms and Conditions can be found here 2024 VW ID.4 Charging Plan Disclosure | Electrify America.

  Customer Answer

  Date: 01/27/2025

  Good morning,

  I received a response from Electrify America, but am not satisfied with their response.  I would like to have the funds credited to my account.  I believe they are engaging in deceptive practices as they do not let users know when they have surpassed the free electric charging limit and are now having to pay each time they charge their cars.  Other companies offering a free trial or other offer let users know when this time is up so that they can make an informed decision about how they want to proceed.  Hiding the change leaves the customer without the ability to determine whether they want to stay with Electrify America or seek services elsewhere.  It is disempowering for the user.  The only fair response would be for them to return the funds and change their policy.  

  Thank you for your consideration on this matter,

  *****

• Initial Complaint

  Date:01/06/2025

  Type:Product 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 am submitting a formal complaint regarding my Electrify America charging session in ********** on 12/30/2024. Despite reaching out to customer service, Ive been denied a refund for a $20 idle fee, and my concerns have not been addressed properly.I charged at Electrify America station (#******-01) as a guest, entering my phone number for text notifications. These were supposed to inform me when charging was complete and when idle fees began. I did not receive the initial notification about charging completion, and therefore, I didnt know idle fees were accumulating.Electrify America claims mobile service limitations caused the failure of the initial notification. However, I received a text receipt after unplugging my car, contradicting this explanation. Furthermore, as a guest, I couldnt track my session in the app and had no way of knowing the status except through text updates.Despite receiving the receipt after unplugging my car, I did not receive the expected idle fee notification. I was within a 10-minute walk of the station and couldve moved the car easily if informed.Session ID: ******** Charger ID: ********* My initial refund request was denied, and when I asked for the decision to be reviewed, I received a response in 15 minutes stating the decision was final, with no escalation.The total charge was around $25, and the $20 idle fee is nearly as much as the energy cost. This, combined with poor customer service, has been frustrating.I am requesting a refund for the $20.40 idle fee and hope Electrify America will reconsider this matter.

• Initial Complaint

  Date:01/06/2025

  Type:Product 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 traveled to ******* to have surgery and rented an electric vehicle thinking I could charge it at our hotel but did the vehicle did not come with the correct adaptor to charge it there so I had to find an alternative charging location. I found this electrify america charging station in ******. When I went through the process of setting up to charge, one of the screens asked for a phone number in order to get text updates on your charging session so I entered my cell phone. I went shopping while the vehicle charged and came back after approximately an hour to find that the vehicle had charged to 86%. So I left the vehicle to continue shopping thinking I would get a text when the charging was completed. I then went back a little later to find that the charging had stopped at 90% charge (not sure why it did not charge to 100%) and I had not received a text stating the charging had stopped. I have e-mailed as well as called Electrify America to obtain a refund of the $22.00 in idle time I was charged since I did not receive text updates on the charging session I thought I would receive. When I spoke with Electrify America and stated that I thought this was an unfair business practice as you believe you will get a text on charging updates and you do not. They would not answer my question as to why they would not reimburse the idle time for not texting updates and directed me to e-mail my request, which I had already done and was directed to call customer service which did nothing. Now my further e-mails regarding the lack of texts have not been responded to either. I feel this unfair business practice to ask you for your phone number to get text updates when you will not receive any.

• Initial Complaint

  Date:12/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Date of the Issue On the morning of November 14, 2024, Electrify America terminated my promotion without prior notice, resulting in charging costs that were previously covered under the promotion. 2. Amount Paid On November 14, 2024, $28.04 was charged to my account, which should have been free under the promotion. I have since had to pay all charging costs myself. 3. ***************** by the Company Electrify America offered a promotion providing free charging benefits for 26 months services. 4. Nature of the Dispute On November 14, 2024, Electrify America terminated my promotion, and free charging benefits ceased, resulting in additional costs. I contacted customer service via phone and email, but the only response I received was that the termination was a "final decision." No explanation or supporting documentation was provided. I specifically requested: Policy on Promotion Termination: Whether promotion termination due to multiple VIN numbers is explicitly stated in your terms and a request for supporting documentation. Charging Patterns and Termination: Evidence and documentation explaining whether charging patterns, such as charging twice in one day, constitute a violation of your terms. Despite these requests, no answers or documentation have been provided. Electrify America can identify VIN numbers and could have implemented reasonable measures, such as charging non-promotion vehicles or restricting access through the app or station. Instead, the promotion was terminated entirely, regardless of the remaining duration. This decision prioritizes company interests over consumer rights and represents an unfair and unreasonable action. As a result, I face a monetary loss of at least $4,000 due to the sudden termination and additional costs. This is based on the remaining 20 months of the promotion, with an estimated additional cost of $3,000$4,000. This financial burden has significantly impacted my economic activities.

  Business Response

  Date: 01/06/2025

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:12/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction:First Violation Notification: June 26, 2024 Termination Notice Received: August 20, 2024 Amount Paid to the Business: The plan was part of the 2023 VW ID.4 Charging Plan, offering free 30-minute charging sessions under Electrify Americas Premium Pass.What the Business Committed to Provide: Electrify America promised 30-minute complimentary charging sessions for eligible vehicles under their charging plan.Nature of the Dispute: Electrify America terminated my Premium Pass benefits for violating their Terms of Use. The termination was based on repeated unplug and replug behaviour to extend free charging, which I did unintentionally due to misinformation.Key Issues:1. Insufficient Communication: I received only one warning email on June 26, 2024. No follow-up SMS, app notifications, or postal mail were provided to ensure I was aware of violations and the risk of termination.2. No Real-Time Alerts: Neither the mobile app nor the charging station screen displayed any warnings or safeguards regarding the required 60-minute wait period. A simple alert could have helped me correct my behaviour immediately.3. System Failure to Charge Stored Credit Card: My credit card was on file, but Electrify Americas system failed to charge me for extended sessions. If charges had been applied, I would have realized my error earlier.4. Misinformation: At a charging station, I was told that re-plugging after 30 minutes was acceptable to avoid charges. This misinformation led to repeated unintentional violations.5. Attempts to Resolve: I called customer service multiple times and sent a formal email explaining the situation, clarifying it was a misunderstanding. Despite my efforts, Electrify America denied my request to reinstate the pass.Desired Resolution: I request reinstatement of my Premium Pass. This issue resulted from a lack of proper communication, system safeguards, and misinformation, not deliberate misuse.

  Business Response

  Date: 01/03/2025

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 01/17/2025

  [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: 22696722
  
  I am rejecting this response because:

  Key Points of My Complaint:
  

  Insufficient Communication:
  I received only one warning email (June 26, 2024) with no follow-up through other channels like SMS, app alerts, or postal mail.
  Lack of multiple or varied warnings made it impossible for me to realize the seriousness of the issue.

  
  No Real-Time Alerts or Safeguards:
  Neither the mobile app nor the charging station screen provided warnings about policy violations, such as the required 60-minute wait period between sessions.
  An immediate alert would have allowed me to correct my behavior and avoid further violations.

  
  Failure to Use Stored Credit Card:
  My credit card was stored in Electrify Americas system, but instead of charging me for additional energy, the system allowed the violation to continue without warning.
  Automatic charges for extended use could have served as a clear indicator of policy enforcement.

  Misinformation at the Charging Station:
  I acted based on advice from a person at the charging station, who told me re-plugging after 30 minutes was acceptable.
  This misunderstanding was unintentional, not deliberate misuse of the program.

  
  Repeated Efforts to Resolve:
  I have reached out to Electrify America multiple times, including via customer service, email, and through the ********************, to explain my situation and request reinstatement.
  Despite my willingness to resolve the issue and comply with future policies, my request has been denied.
  
  
  Desired Resolution:
  Reinstatement of my Premium Pass under the 2023 VW ID.4 Charging Plan or an equitable solution.
  A review of Electrify Americas notification and safeguard processes to ensure other customers dont face similar issues.
  

  I request Electrify America reconsider their decision and reinstate my Premium Pass or offer an equitable resolution. This termination could have been avoided with proper communication and safeguards in place.
  
  
  
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I leased a VW ID.4 on November, 2023, a big part of leasing this car was because you get 3 years free charging through Electrify America.Electrify America has cancelled my free charging because I used as I was told. 30 minutes each session, sometimes I had to charge more than 30 minutes so I disconnected and reconnected immediately . I was never told nor warned that this is not allowed. I, as many Americans did not read the small print on the contract.Electrify America has cancelled my free charging, I called them and deeply apologized and promised that now that I am aware, I will not do that again and to please resume my free 30 minutes charging sessions.They would not listen and will not give a chance.I am asking Electrify America to reinstate my free 30 minutes charging session

  Business Response

  Date: 01/03/2025

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 01/08/2025

  [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: 22693339
  
  I am rejecting this response because:

  I did not recieve a warning message from the business. 

   

  most of my "reconnections" without waiting 60 minutes are due to fails in their system. Charging will suddenly stop, so i had to reconnect.

   

  i ask from the business to regain my 30 minutes free charging with a legal promise, i will not reconnect even if the charger fails, like it always does.

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

  
  

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Being charged idle fees, when their equipment will not disconnect from my car. On multiple occasions at the ******* (******, ***********). On each occasion I have pushed the help button on the charging station, which has never done anything, I have made complaint cases (*******, ******** *********, ********), and asked them to take the charger out of service, I am not the only person having the same issue. I have had multiple conversations with other users having the same issue, I have spoke to ******* employee, who have said it is a common complaint. The App does not work, it does not show a history, nor the website. I have NEVER idled at a charging station, I do not leave my car and "go shopping" I do not take a nap. I am using this station b/c I need to and I don't have time to charge it elsewhere. They are stealing from customers, and the support team, does not respond. I want all my charges (minus the taxes) reimbursed.

  Business Response

  Date: 01/03/2025

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 01/10/2025

  [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: 22671568
  
  I am rejecting this response because:

  
  No your response is not acceptable. 
  
  Your equipment and services are an issue. I informed Electrify America of the issue on each occasion, it was Electrify American who ignored each complaint/case. I then proceed file another complaint/case b/c the previous has not been responded to, this was pattern. I filed multiple cases over months, it was Electrify America who did not follow up.
  
  Lets recap, Electrify Americas equipment did not work appropriately, I reported the issue. Electrify America did not correct the issue, instead charged me and idling fee. I followed up with all the complaints/cases I reported multiple times, Electrify America did not response or correct the issue. And you think it is acceptable to charge me, when your equipment did not work appropriately (both the connection and the call button) , and your customer service not only failed to respond to the initial complaint/cases, or any of the follow-up complaints. This has happened multiple times, and to multiple people. I have been there when the same issue happened to someone else. 
  
  Electrify America is charging fees for their equipment not working. This is NOT acceptable; I want my account re-charged to the full $10 amount. I have waste significant time, and potential damage to my vehicle b/c your equipment is not working correctly.
  
  Regards,
  
  **** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our premium plan was terminated with no warning, per Elcetrify America FAQ page is there is misuse, which was the plan was used a charge a different vehicle accidentally, we are to be given a notice and 30 days to fix the issue. We did not receive that. It went straight to termination with out any warning. If we had notice the issue would have been resolved be we were not given that opportunity. Spoke with customer service several times, they would not help in in way and would not take a complaint or allow me speak to a supervisor, very un professional and not very service related.

  Business Response

  Date: 01/02/2025

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:11/25/2024

  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 received an email that my account was having an active charge and that my "auto reload" was charged. I checked my account and it said I was charging in **********. I instantly called your customer support. The agent was able to stop the charge and then proceeded to tell me that all he could do was request a refund, where I "might" be refunded. I then asked that the money be refunded to my debit card and not the account balance. Since the amounts were taken from the debit card and not my balance. It only appears that way because someone just got $20 worth of charging, my debit was charged two times for "reloads" and then you all took the difference out of the account. I am requesting a full refund of the $20 that was taken from my debit account and the amount be charged back to my bank. I do not care that it was autoreload, I am asking that the amount not come back in the form of credit. I no longer want to use your services and have no use for the $30 in account credit. I plan to dispute the charges with my bank if these amounts do not get refunded.