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:11/23/2024

  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.

  On 11/21/24 I attempted to charge my electric vehicle at an Electrify America charging station at the following address: ******************************************* Their charging equipment would not register my account to allow a membership discount. When their software would not recognize / honor my account, I aborted the session and returned the cord to the holder. Their equipment went back to standby screen. My experience for the last year and every EV charger I have used would lead me or any reasonable individual to understand that my interaction with that charging station had ended. The software malfunctioned, and apparently ** has a user authentication / user switching bug on their chargers. The subsequent user to use the station was authenticated to my user account without my consent. I noticed this while I was attempting to use another station and continuously getting errors. My phone app suddenly told me I was already charging on the initial hardware, this was several minutes into the charging session that they claim I initiated.They seem to blame me for this and want to charge me for it after bringing it to their attention. Then they have the audacity to tell me to call customer support next time, when I did call in real time and was on hold for 12 minutes while they were letting another user initiate a charge under my credit card. My argument can be seen clearly if you simply look at the receipts emailed to me by Electrify America.

  Business Response

  Date: 12/19/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 12/20/2024

  [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: 22595948
  
  I am rejecting this response because:

  This response does not address the complaint that EA, be it by technical glitch or accident, fraudulently charged me as a consumer for another users session.

  After this was brought to their attention, this was not investigated but I as a consumer was quickly denied and only after I contacted my credit card, BBB, and a state agency did they refund the money for a product that I never received.

  To say as a matter of good will and without obligation is insulting and lacks validity. My concern is this kind of mismanagement on a mass scale, requiring a consumer to send multiple messages as a disincentive to fair treatment and fraudulent charges.
  

  I was charged in error for a session I did not receive and I was further dismissed leading to lost time and productivity for a simple matter. There is no accountability here. This is the very reason gasoline pumps have special regulations.

  Good luck with your corporate expansion, but I have lost faith in your business practices and will not be a consumer. I hope that this is not a repeated pattern of low level fraud across your millions of charge sessions. I bring this to the attention of the BBB so that if it is, a pattern can be identified and actual accountability implemented.

   

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

  
  

• Initial Complaint

  Date:11/22/2024

  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.

  11/21/2024 2:46:02 PM PREIT ************** (*********, **)******************************************************* Charger ID: # ******** Session: ******** This charge was supposed to be on my ******* free charge plan and EA charged my credit card instead which I did not authorize. I selected the correct option on the EA app but it did not communicate correctly with the charger. The charging started after 5 unsuccessful tries and I did not realize until after it ended what happened. **************** apologized for the mistake but case review refuses to issue a refund.

  Business Response

  Date: 12/19/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:11/22/2024

  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.

  Date: 11/11/2024 Location: ******************************************** Event:I drove my EV Mercedes Benz(MB) EQS to an Electrify America(EA) charge station located in ******* **********, when I tried to unplug the charge cord at about 9:00am PST, I realized the cord cant be removed, then I called EA team and talked with one staff for 1 hour and tried different solutions but still cant remove the cord, so asked (and the staff agreed) to send a technician to help me onsite, after I waited more than 6 hours (in the meantime EA called me multiple times to check the issue and the technician's arrival status), finally the technician arrived at about 4:20pm and helped to disconnect the cord, then I can see the right bin of the charge port on my car was damaged (as the photo). Then I contacted ** again to report this damage and create a case # ******** for the follow up.On 11/14, I went to the dealer MB Ontario to repair the damage and confirmed this can't be covered by warranty since it's damaged by external party not the issue from the car itself, I agreed to fix that damage and paid $3236.65 on 11/15 when I picked my car back.I started to formally email ** team to submit the claim request upon my case # ******** to claim total $4000 reimbursement (about $3400 repair cost + $600 work impact due to 6 hours waiting), but they directly rejected, after several email communication, they finally rejected because they have that Terms of Use doc which avoid their liability on customer's vehicle damage. Please refer to all emails in attached PDF.I can't agree it at all so want to ask your help for this claim, because:1. Every time I just plug in the cord then the charge starts (offered by MB), I never use my EA customer account, and never saw and never agreed that TOU doc.2. That technician said he was just asked to support me onsite about 30 mins before his arrival, which means EA's internal communication issue caused me to wait so long here.

  Business Response

  Date: 12/19/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 12/21/2024

  [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: 22590712
  
  I am rejecting this response because I disagree their below statement:

  "After the Companys technical engineering team investigated the companys equipment, it was determined that the charge port was not the cause of the pin damage on the Complainants vehicle."

  As I reported originally, that technician showed me a damage within that EA's charge connector and mentioned that's the reason why the cord couldn't be unplugged and the right bin in my car's charge port got damaged, they should have the record to know who is that technician and can verify this.

  In addition, the technician also mentioned he was just asked to support me onsite about 30 mins before his arrival (at 4:20pm), consider their CS team confirmed to send a technician to help me onsite before 10:00am, this means their internal miscommunication issue caused about 6 hours extra waiting time there, which is definitely their fault.

  Consider the complexity of this case, I would decrease my refund request from $4000 to $3000 which is my bottom line, if they still decline, I will hire an attorney to fight on this because IT'S NOT MY FAULT AT ALL!

  Please help to forward to EA, thank you very much!
  
  
  Regards,
  
  *** ***
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/18, I used charging station #******-01 starting at 9:14 AM. I used a credit card because I hadn't installed the app yet, since it was my 1st time using EA. When I started charging, the screen displayed, "Receive session updates and receipt by text? Enter your phone number to receive text message notifications about your charging session, including receipt. Standard data rates my apply." I entered my cell number & hit Submit, & it displayed "Thank you for choosing Electrify America." I have attached a photo of the screen in question, taken today.I then went inside the mall to wait the approximately 99 mins that the charger estimated it would take to complete charging my car, expecting that I would receive a text when it was done. EA charges $0.40/min for "idle time" more than 10 mins past the end of the charging session.I received no text message & when I returned to the car at 11:02, suspecting that something was wrong, it said that it had completed charging at 10:29 AM & that I had been idle for 22 mins, & that I would accordingly be charged an extra $8.80. When I got home I called ******** service to complain that I'd never received any text updates, & the *** told me that the only text that was ever sent by the system was the receipt & that I had to install the app to get updates during the charge. When I told him that was not what the screen said, he said he would escalate it because I was not the first ******** to tell him this. Then I got an email response from ******** service for Case #******** which simply read, "After a careful review of your request, we are unable to process a refund for the session in question. Our records show you were correctly billed for idle fees, as your vehicle was not unplugged within the 10-minute grace ******* Please refer to the charger screen for the most up-to-date information concerning pricing, power levels, and idle fees for your session." I want an $8.80 refund & to change the misleading charging station text.

  Business Response

  Date: 12/19/2024

  See attached response to this complaint. Thank you.

  Customer Answer

  Date: 12/20/2024

  [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: 22582425
  
  I am rejecting this response because:

  While I appreciate the refund of the idle fees, this was not the only relief I requested. The text on the screen is extremely misleading and the customer service representative even said that I was not the first ****** to complain of this. They need to change the screen text or provide more text updates.
  

  On a side note, it appears that the respondent did not actually read the complaint. The last line of the complaint read, "I want an $8.80 refund & to change the misleading charging station text." Despite this clear indication that I was only asking for $8.80, the respondent misleadingly wrote, "Concerning their desired settlement, they ask for a refund in the amount of what appears to be the total charging session of $24.41." It is unclear why they wrote this, but it implies that I was asking for more money that I was entitled to and that they generously agreed to a reasonable compromise.
  
  Regards,
  
  *** **********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2023, I purchased a 2023 Volkswagen EV with a promise of 30 mins of free charging for three years as part of the purchase agreement. This benefit was a decisive factor in my decision to buy the vehicle, as it was presented as part of the contract. The assurance of free charging, with a premium membership justified the $768 monthly car payment. Unfortunately .early Aug, I began noticing unexpected charges on my bank account from ********************** for charging sessions. I discovered I had been removed from the premium membership program without prior notice. This removal is a direct violation of the agreement that Volkswagen and Electrify America presented to me at the time of purchase, ** claims that my removal was due to a violation of their terms, a failure to wait 60 mins between charging sessions. However, this policy was never disclosed to me at the time of purchase only communication about this supposed violation was a single email, which I never received because it was sent to my spam folder.The idea that my premium membership a critical part of the agreementcould be terminated based on a single, undelivered email warning is both deceptive and unfair. It is deeply concerning that ** relied on such an unreliable method of communication to notify me of a policy violation and imposed severe penalties without ensuring I was properly informed.Charging my vehicle now costs me an addit $500 per month a burden I cannot afford, especially given that I purchased the car understanding charging would be free for 3 years.neither company has provided a satisfactory resolution. Instead. As a consumer, I have been left powerless and financially overwhelmed, forced to pay additional costs that never part of my original agreement. Their deceptive practices, failure to honor contractual agreements, and reliance on a single, unreliable email as the sole form of notification have left me and likely others scammed and financially strained.

  Business Response

  Date: 11/22/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:11/17/2024

  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 called because I never received notice that a charging station would be down. I had no where to charge my car and it was on 20%. I called customer service to ask when it would be in service again as there is not another charging station in town. She said she didnt know I asked her to have her manager call me. She told me she couldnt I said you absolutely can please have your manager call me. She then called back instead of a manager, she told me late November the charging station would be back up again with no actual date. I said I asked for your manager to call me back not you. There were no signs out at the actual charging stations saying the were going to be replace so customers could make other accommodations I want to file a complaint and have it escalated.,she said she can not do that for me, I said you are violating my rights but not allowing me to speak to a manager or file a complaint. I asked her for a way to identify her when I make a complaint she said she cant do that. I also asked her to send me an email so I can have a paper trail she also said she cant do that. Then proceeded to say if I continue with bad use of language she would end the call, I said please do because this conversation is being recorded and nothing improper was said and you are saying this to have an excuse when I report you. I told her I would be making a complaint. She said I couldnt speak to a manager, said I couldnt file a complaint, that she could not email me and she lied and said I was using unprofessional behavior. I want her fired, I want electrify America held responsible for her training as well as not alerting customers of the stations being replaced. I want every charging I will have to do while the station is not in service to be reimbursed by them as I get my charging free at this station

• Initial Complaint

  Date:11/11/2024

  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.

  I just purchased an EV vehicle and it came with a 2-year free energy with Electrify America. When I went to charge my vehicle and use the account, the system said that I had to use my credit card. I did that and end up paying $23 for my charge. I called the company because I didnt understand why I was being charge. They shared that it was because I didnt use the card. I told them that when I attempted to use the card, it made me use my personal credit card. She then says the card had to have funds on it and I told her that app doesnt tell you to do that when opening your account. Then she said it has to be at least $10 on the card which I again explained was not required in the app. She said that you are right, the app doesnt inform you of that however we cant issue a refund because its in the terms of conditions. I asked on what page and was then transferred to a manager. When speaking with the manager, she also agreed that the app doesnt give the right instructions but suggested it was my fault because I should have called the company as the machine says. I told her the machine does not say that, it tells you to use your credit or debit. She then said that unfortunately I still will not be getting a refund though the company is at fault. When I asked to speak to her manager, she told me her manager would state the same thing and refused to let me speak to anyone else, even after me asking to speak to her manager multiple times. Terrible experience for the company owning the faults in their system and yet still making this the users fault.

  Business Response

  Date: 11/22/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:10/30/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally complain against Volkswagen and its subsidiary Electrify America for the unjust termination of my three-year free charging benefit, promised when I purchased my Volkswagen ID.4. This situation breaches the contract and demonstrates unfair practices that disregard consumer rights and ********** recent immigrants from *******, my family and I rely on this vehicle for daily needs, and the free charging was a crucial factor in choosing it over a gasoline car. The abrupt revocation of this benefit has placed unexpected financial pressure on us.When my access to charging was abruptly revoked, I contacted Electrify America, where the operator accused me of fraudulent behavior, claiming that I had not adhered to unspecified breaks between sessions. I was shocked by this accusation since I had not been informed about these requirements. My account had been automatically set up by the dealership without clear policy explanations.I also contacted Volkswagens office, only to receive a dismissive response with no follow-up investigation. I emphasized to both Volkswagen and the dealership that this revocation violated the contract bundling my vehicle with free charging. Despite my loyalty to the brandhaving purchased three Volkswagens previouslymy concerns were dismissed.Additionally, Electrify Americas service quality is poor. Many charging stations are frequently down, forcing me to call customer service often. Low power at these stations also results in a limited charge, making it difficult to rely on the ********** a loyal Volkswagen customer, I expected respect and fairness. I urge you to address this breach of contract and request the immediate restoration of my free charging benefits for the remaining three-year period, as initially promised.

  Business Response

  Date: 11/22/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a *** EV6 in July; as part of the purchase, 1 free year of charging at Electrify America charging stations is provided. I signed up for the service on Jul 25, 2024. I have used the service to date on 5 separate occasions, On Oct 23, 2024 I attempted to connect to a charger located at ***************************, DE. This was at 10:30 AM. At one point in the process the charger said I had to swipe my CC to get the connection. I swiped my CC; however the charger would not charge my vehicle. I moved to another charger and was able to charge my vehicle without using my CC. Electrify America charged $10 to my CC. I would like to have Electrify America refund the $10. On 10/29/2024 at 7:04PM, I called Electrify America and spoke to ****. He would not refund the $10 and claims I made a manual deposit on my account; since I get free charging for a year there is no need for me to have a deposit. He said the only way to get the money back is to cancel my account - but then I would lose my free charging. I requested to speak to a supervisor, but I have not received a call back.

  Business Response

  Date: 11/22/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:10/16/2024

  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 utilize electrify America to charge my EV and I constantly have charger connectivity issues and failed charging sessions due to their equipment I have contacted electrify America about compensating me every time I have a failed session and they refuse to compensate or take any accountability that their equipment is faulty I would like them to credit my account with $500 worth of free charging due to the inconveniences that they've caused me.

  Business Response

  Date: 11/13/2024

  Please see attached response to this complaint. Thank you.