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:10/16/2024

  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 am filing a complaint regarding the termination of my premium charging offer with Electrify America (EA) for my Volkswagen (VW) ID.4, which includes 3 years of free charging, as part of my lease. This offer was not just a perk, but a critical factor in my decision to lease the vehicle, as I live in an apartment without access to home or work charging.** employees instructed me that I could unplug my vehicle after 30 minutes of charging and plug it back in if I needed additional charging. I followed this advice with no issues until October 8th, 2024, when ** notified me that my free charging plan had been terminated due to violating the terms of use.I did not receive any form of warning, which is in direct contradiction to EAs policies and their FAQ section on their website. Based on this information, I should have been notified and given a 1-month period to correct my behavior before any termination of benefits. Had I received such a warning, I would have immediately adjusted my charging habits and avoided any violations.Furthermore, EAs Plug&Charge system automatically defaulted to my free charging plan after ******************************************************************************************* violation. This lack of communication during the charging process clearly indicates that the rules were not effectively communicated or enforced.When I attempted to contact a supervisor at **, it took 7 separate calls, during which I was promised 6 callbacks that never occurred. When I finally reached a supervisor, they informed me they had no authority to resolve the issue and were unable to provide contact information for anyone higher up, citing "security reasons."This situation constitutes a violation of my consumer rights and fair treatment in that EAs handling of the issue lacks transparency and fairness. I am requesting that my free charging plan be reinstated or that I receive a new enrollment code for the service initially included in my lease.

  Business Response

  Date: 11/13/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 11/15/2024

  [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: 22430430
  
  I am writing in response to your correspondence dated October 22, 2024, regarding Complaint ID ******** and the termination of my premium charging offer for the Volkswagen ID.4, which was included as part of my vehicle lease agreement. Upon careful review of your response and the circumstances surrounding this matter, I find it necessary to formally dispute Electrify Americas actions and raise concerns regarding violations of my consumer rights.

  
  First and foremost, the assertion that I was notified of a violation via email on June 26, 2024, is not accurate. I have thoroughly reviewed my email records and can confirm that no such warning was ever received. As a result, I was not afforded the opportunity to remedy any potential violation, which is a clear deviation from the terms outlined in Electrify Americas policies. In fact, had I been properly notified of a violation, I would have immediately taken corrective action to comply with the stated terms. The failure to provide such notification is a breach of my rights under consumer protection laws, including the right to fair notice before any adverse action is taken.

  
  Furthermore, I must dispute the claim that I violated the terms by repeatedly charging my vehicle without observing the requisite 60-minute waiting period. The instructions I received from Volkswagen representatives were clear and unambiguous, directing me to unplug my vehicle after 30 minutes of charging and plug it back in if additional charging was required. At no point during this process was I informed that this conduct would be in violation of Electrify America's terms. In addition, the Plug&Charge system, as implemented by Electrify America, automatically initiated new charging sessions without error or alert when I plugged my vehicle back in, further indicating that there was a lack of system enforcement and communication regarding potential violations. This failure to notify me of any violation during the charging process suggests that the terms were not adequately communicated to me, nor enforced in a manner that would have allowed for compliance.

  
  Additionally, the manner in which my complaint was handled by Electrify America exacerbates the situation. Despite multiple attempts to resolve this matter through your *************** I was subjected to delays, unfulfilled promises of callbacks, and, ultimately, was unable to reach an appropriate representative with the authority to resolve the issue. I was informed by a supervisor that they lacked the authority to address the matter and were unable to provide contact information for a higher-level representative, citing "security reasons." This lack of transparency and failure to provide a clear and accessible path for resolution constitutes a violation of my rights to fair treatment under applicable consumer protection laws.

  
  In light of these facts, I formally request the immediate reinstatement of my premium charging plan or, in the alternative, the issuance of a new enrollment code for the service that was originally included in my lease agreement. The actions taken by Electrify America have been unjustified, and I have been denied a fair opportunity to address any alleged violations, all while suffering significant inconvenience as a result of your companys lack of proper communication and enforcement.
  Please consider this matter with the seriousness it deserves.
  
  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/09/2024

  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 purchased a ******* Ioniq 5 It was marketed with Unlimited Free Charging in Partnership With Electrify America 2 Charges a Day anything over that I pay out of pocket which is fine I also Purchased a *** Ev6 which came with 2 years free charging up to *****KW hours I installed both plans on one account now there was no way for me to select one over the other since the Ioniq plan was by default set by the app to though I have to charge both cars it would not let me change it both plans were on this one account I continued with my day to day activity of charging both my cars until I received an email on 10/8/24 that they canceled my plan due to breaking the terms of agreement which i have read though I clearly did not.Again I have to Charging Plans a *** EV6 and ******* Ioniq 5 which means I can legitametly charge my car 2 times on one 2 times on my other car anything over that I pay unfortunately Electrify america set my Ioniq 5 to default charging plan and they were only being logged on one plan. I should not be penalized or for something your app is doing which I cannot control instead you used this as an oppurtunity to terminate my 2 year charging plan that I was promised with the purchas of my vehicle in Partnership with you I did not violate any rules your app caused the misunderstanding I would like for you to Re-instate this I can create a seperate account so both Charging plans are not in the Same account so your app does not default to one or the other and the problem would be fixed this is *************** to get us to buy on the basis of saving Fuel cost just to be terminated without violating anything and customer service and ******* support refuses to even look into just says its final. I would like service restoration since I have a legitamite proof that I did not Violate any terms your Application was the one that failed and I cannot be held responsible for that

  Business Response

  Date: 11/05/2024

  Please see attached response to this Complaint. Thank you.

  Customer Answer

  Date: 11/18/2024

  It has not been resolved please help resolve it thank you

• Initial Complaint

  Date:10/07/2024

  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 am an account order with **********************. For 2 years, I get free charging up to 30 min. I use the app to do so. However, 1 instance, there was a quick issue which wasn't noticed until I received a credit card bill. My digital wallet first took to the tapping of my phone over my Electrify America App. Thus this instance I was charged for charging. I tried to see if a reimbursment can be done since I have an account and its still free. However, all failed. I tried to my credit card end as well. I do feel with technology being advanced, certain issues such as this, which most likely happens all the time, should come with at least 1 reimbursement to the customer as courtesy and an education on how to avoid, in the future. I do feel like I was robbed since I have an account that is free charging for 2 years. Just wanted BBB to be aware of this...not sure if others have complained about the same issue.

  Business Response

  Date: 11/05/2024

  Please see attached response to this Complaint. Thank you.

• Initial Complaint

  Date:10/01/2024

  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.

  This business offered a premium subscription membership for free 30 minute charging sessions for 3 years with the purchase of my new car. They require a 1 hour wait between 30 minute charging sessions. I followed that rule for approximately 6 months, even though there were countless instances where the charging stations would only charge my car 5% or so after a full 30 minute sessions, wouldn't charge at all, would spontaneously disconnect and not reconnect, or multiple other issues without any remedy. In this particular instance, I plugged my car in for 30 minutes and it only charged about 10% (approximately 20 miles). For comparison, a car at an Electrify America charging station should go from 0% to 80% in one 30 minute session. I knew that I would have to wait an hour in order to charge my car again without being penalized, so I called customer service because having to wait an hour between charges when the chargers are not working properly in this way repeatedly is unacceptable. During the call and trying to figure out how to get the chargers working correctly, the customer service representative told me that waiting 1 hour after a 30 minute charge was only a guideline and that I would not be reprimanded if I plugged my car in again immediately after the session was over to start again and that it was OK. I even clarified with the employee that it was against the rules to do that and she assured me that it would not be a problem and I would not be reprimanded. These phone calls are recorded be EA, so there is a record of the employee saying this to me and my responses to her. I took that as a solution to the reoccurring problems. As of mid September, without any notice or any kind of warning, my premium membership was cancelled for doing the very thing that the ** customer service representative suggested that I do. When I realized I was being charged for charging my car, EA told me this is why I was membership was revoked.

  Business Response

  Date: 10/18/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 10/28/2024

  [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: 22365814
  
  I am rejecting this response because: the most important part of this complaint was not addressed at all. I was told by the customer service representative at ********************** that it would be absolutely fine for me to plug in the charger, unplug it, and plug it back in immediately even after I told the representative that this was against the policy and was further encouraged to do so in winter of 2023-2024.  Electrify America has not addressed this crucial fact and did not address the recording of the recorded phone call that states the validity of the conversation. Not only did the customer service representative give these instructions due to a significantly high volume of faulty charging stations and frustrations with the fact that customers are promised charging 30 minute fast charging sessions that were not being delivered, but Electrify America continues to avoid addressing this interaction because admission that false information given to customers by employees of ********************** would squarely place the blame in Electrify America's lap. The months of time between when that advice was given to me and the single email sent as a warning seems necessary on Electrify America's part in order to claim plausible deniability, especially since they recorded the call of the employee clearly giving me this advice after I warned the employee that I should not do it. Under Electrify America's own admission in the previous communication, the single email warning was sent on June 27th (months after the advice was given by the Electrify Employee) which means that they intended to penalize me for their inability to deliver a sufficient product that does not require customers to wait 3 hours+ to fully charge their car once. An assured way to signal that the account was in danger would have been a temporary point of sale communication or temporary disruption that required me to speak to someone to clearly communicate the issues with my usage and explain why charging activity looked the way it did. At that point, I could have spoken to another representative about the previous communications giving me permission to do what I was doing, resolving my behavior and their concerns in one moment. That is the type of action taken by a company that actually cares about the customer and their relationship to the agreement. Since Electrify America claims to have a excellent tier 1 customer service line that is available 365 days a year and 24 hours a day, that would have been the quickest and most effective way to direct customers to the right representatives to rectify the situation. Not delivering on the product promised while simultaneously having employees give advice to frustrated and desperate customers that is causing customers to lose their membership if actually followed is nothing short of deceptive. The fact that Electrify America has employees giving many customers this kind of information, then pulling their membership not only seems orchestrated, but encouraged by the company in order to get them out of contracts that they receive subsidies for once initiated and then coercing customers to pay per charge. This is apparent due to the many customers with similar complaints that are submitted to the BBB with the exact same circumstances. The faulty information was not addressed in the email warning or in any other communication by Electrify America, which is strategically smart, but resembles a form of entrapment. It is shocking that a company that thinks so highly of itself has repeatedly managed itself in such a predatory and duplicitous way.
  
  
  Regards,
  
  ******** ****** Jr
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/20/2024

  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.

  I received an email on 9/16/2024 notifying me of the violation of my Premium Plan. This came as a surprise, as I was unaware of the requirement to wait an hour between two consecutive free 30-minute charging sessions. I understood I could receive every 30-minute session free, so I followed a routine of plugging and unplugging between two continuous charges.Electrify America terminated my premium plan immediately without giving any warning emails. Even though they knew my account and I plugged in the charge station, they didn't even give me warnings or notifications to let me wait for another hour instead. I don't accept this unreasonable termination. I called them six times to explain my situation, and they all said "No" to reinstate my premium plan.

  Business Response

  Date: 10/18/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:09/19/2024

  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.

  I recently bought an EV and am supposed to receive free charging through Electrify America for 2 yrs. I used the *** app to start charging my EV and immediately noticed a charge to my debit card. I immediately called Electrify and asked the *** why I was being charged. She told me that those were charges, one for $50 and one for $20, would be reversed within ***** hrs. I again reiterated that my charging session should be free and that I did not want to get charged. I asked for a case number. I waited 48hrs and noticed that the $50 and $20 charges were reversed but there was a new charge of $31.02. I called Electrify and was told that I didnt have an account through *** and that is why they could not refund me. When they finally did find my account, they said that I didnt qualify for a refund because I chose to pay with my credit card. I asked why there were two charges and the *** said that when I use the app, there is a $20 hold and when a guest uses the station, there is a $50 hold. I asked which one was charged first and the *** said the $20, through the *** app. I understood this to mean I did connect using my app, he said yes but then there was a failure, then it started a new session using your credit card. I dont understand why it makes sense to them, that anyone having free charging would intentionally opt to pay out of pocket. The supervisor called me back and could not tell me why the session through my app failed, because that is not visible on our end. I tried to escalate my issue to someone else and was told that I could go on the company website and under contact us and send an email, not to a specific person or ****** just an email to who knows who. I asked how I prevent this from happening again and was told to call customer service when I charge my car to make sure I am using my app. But had been told before this that they cant see how my session is getting charged until the session is over. Very frustrating dealing with this company.

• Initial Complaint

  Date:09/11/2024

  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 had been terminated from electrify america on 8-21-2024. They terminated me and sent e-mail without notice.This is what they wrote, Because you violated the Plan Promotion and the Terms of Use, this email will serve as notification that Electrify America has terminated your charging benefit under the Plan. They said I violated their term and condition because I had free 30minutes session and within 60 minutes, I had new a session and charged again. According to term and condition for 2023 VW ID4, There is a 60-minute waiting period between eligible charging sessions in which you receive the benefits of charging under this promotion. Electrify America reserves the right to apply the prevailing Electrify America Pass price if you initiate a new charging session during this waiting period. It shows clearly indicated that I can have new ****** within 60 minute after charged free 30 minute session. but Electrify America pass price will prevail. I have not violate term and condition. but Electrify America terminated me without proper notice. I still have 2year and 3 month left on my contract. but they terminated me. this should not happen me or anyone. Also Electrify America accused me it is all my fault...

  Business Response

  Date: 10/09/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:09/10/2024

  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.

  Recently brought a ******* car with free access to charging for 30 min with EA for 2 years. Have charged in past successfully with this program, although usually frustrating because it takes multiple attempts. Followed instructions on the screen. Select member tag. Swiped my phone multiple times until it took to access free charging through membership. However, charged my credit card directly on 9/5/24. Called customer service. Obviously a known issue since they ask me to initiate charge through app instead of on the screen. Note I was only following directions on the charger screen. ** refused to refund the charge to my card even though I followed instructions on the charger screen.

• Initial Complaint

  Date:09/05/2024

  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 plugged into charge at the ***************** location. I left the ******* at 53% charger. I returned later and at 64% charged it switched to idle fees and billed me $14. It should have instead gone to 100% before starting idle fees. I asked for a refund and they didnt issue one. I asked a *** in the phone if any other ***orts had been ***orted stating this charger had an issue and they said yes. They had ***orts around the same time as my charge. Electrify America refuses to take responsibility and refund me. They sent me a copy pasted message and never checked on my ***ort. They wont refund me as they should. This is totally unacceptable and Im not the only one they are doing this too.

  Business Response

  Date: 10/04/2024

  Please see the attached response to this complaint. Thank you.

  Customer Answer

  Date: 10/11/2024

  [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: 22246874
  
  
  
  I am rejecting this response because:

  This response is completely inaccurate.  I was mischarged and when I called to ask for a refund I was denied.  They submitted me for a refund which I was emailed and denied.  Then I submitted this to BBB and after I submited it, electrify refunded me.  They waited to respond on the BBB site until after they had refunded me to say that they did refund me.  Their response is inaccurate and false information.  

  
  
  
  Regards,
  
  
  
  Jeff Pack
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/04/2024

  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 or about 8/29/2024 my wife used their application at the ********************* in ************* Fl to charge our electrified ******* GV 70 which came with unlimited free 30 min charging *********** wife said she choose (swiped) the 30 min promotion as usual but they said she choose a the wrong program for which they billed us $15.33. I called to resolve this and have a credit of 30 min but was told by their rep ****** that thieir policy recently changed and they couldnt credit me. I spoke to the supervisor ********* who documented this was not a service charge but for electricity used and redicuosly offered me a free 30 min session. She then said she didnt have the authority to credit me and sent an email 9/3to billing and would contact me tomorrow.On 9/4 she said she has not heard from them but I felt this should have been rectified and that I am getting the run a round. This isnt an issue with the money but primarily the substandard service I have received from this company from being disconnected and having to speak to multiple people well over an hour of my time as a physician without resolution. This should be noted and recorded by you as I have seen and spoke to other customers who have experienced such problems using their application.

  Business Response

  Date: 10/03/2024

  Please see attached response to this complaint. Thank you.