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:09/02/2024

  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.

  Since October 15, 2023, I have had a three-year free charging plan with my Electrify America account. However, on August 20, 2024, Electrify America suddenly terminated my free charging plan, citing that I violated their charging rules. Prior to this, they never sent any letter and mail to inform me of the rules I needed to follow. I have contacted them multiple times, assuring them that I will comply with all the charging rules, but they have still not reinstated my free charging plan. I believe that Electrify America's unilateral termination of the charging contract is illegal, and therefore I am requesting that electrify America reinstate my three-year free 2023 ID. 4 Charging Plan. Thank you!

  Business Response

  Date: 10/03/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:08/28/2024

  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 recently purchased a brand new 2024 *** i5 that comes with 2 years of free 30-minute charging sessions from any Electrify America charging stations in the **. About 2 months ago, the plug & charge feature that enables vehicle owners to simply pull up to EA chargers and plug in and have their contract/account automatically recognized - stop working. This means that each time I need a charge I have to pay out of pocket for the charging - which is in direct conflict with one of the primary drivers for purchasing the vehicle. I have contacted ** numerous times regarding this matter and each time, they are unresponsive and several weeks go by before receiving refunds for these instances. To date, I have had to pay for charging on 5 separate occasions and have only been refunded for 4. Additionally, I have notified them last week (8/20/2024) that I am taking the car on vacation tomorrow (8/29/2024) and needed resolution of this matter to avoid having to pay out of pocket again and wait over a month to get a refund of what is contracted to be FREE. This issue continues to cause significant inconvenience as well as financial cost and the resolution is a very simple one - reinitialize the EA contract in my car/account yet this persists unprioritized for months. As a result, it has soured the reputation of not only EA but of *** who is in agreement with ** for this customer 'service'.

• Initial Complaint

  Date:08/27/2024

  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.

  My wife and I leased a ******* Ioniq 5 on August 13th, 2024. We were given two free years of charging via Electrify America ("EA") as part of the lease. We were told to make an account with ** and then enter an offer code and the *** of the car. We did as instructed. On August 22, 2024, I charged my vehicle at an EA outlet. My payment method was charged for the full amount of the charge (per the premium offer, the charge should have been free). When I looked into the issue on the app, I saw that the premium offer was no longer in my account. I attempted to re-enter the offer code and the ***, and the app said that the offer had already been claimed and couldn't be claimed again). Later that day, I called ** and was told that according to their records, I had entered the offer code on August 13th and then immediately unsubscribed to the offer, and thus, I was no longer eligible for the premium offer. I explained that neither me nor my wife would have unsubscribed from the offer and that to give up two years of free charging didn't make sense. I was told that the issue would be escalated and that an email would be sent with the results. I called back on August 26, 2024 and was told that it was determined I had unsubscribed to the offer. I never received an email with this information. I explained the issue again to the associate, and they agreed that it didn't make sense. They said they would include additional information and escalate the issue. I called back again today and was told they are still working on it and that they couldn't give me an exact date for resolution but to try back in 4 or 5 days. From my perspective, this is a simple issue, and there is no downside to them reinstating the agreed offer. I find it unacceptable that I have to pay for charging while this simple issue is "escalated". Over two charges, I've now spent $65.27 and will need at least one more charge in the next 4 or 5 days.

• Initial Complaint

  Date:08/17/2024

  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.

  Date was 8/16 I was charged unauthorized from this vendor and they are refusing to send me my funds immediately as they deducted from my account in huge error because I didn't use their service. I called the call center and they had me on extreme holds.

  Business Response

  Date: 09/13/2024

  Please see attached response to the Complaint. Thank you.

  Customer Answer

  Date: 09/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* **********
  
  

• Initial Complaint

  Date:08/08/2024

  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.

  In December 2022, I bought a brand new Volkswagen ID.4. The car came with 3 years of complimentary high-speed charging at Electrify America (EA) charging stations. This charging benefit was a significant factor in my decision to purchase the ******* June 2024, I was given a rental car, a *** **** (also an EV) by my insurance company for 2 weeks while my ID.4 was in the shop for repairs. During this period I charged the *** several times at ** charging stations. Each time I plugged the car into an EA charging station, I received no alert/warning whatsoever on either my EA mobile app or on the EA charging station touchscreens that charging another car was against the terms of service. On July 1, 2024, I received an email from EA abruptly cancelling my charging plan benefit, stating that I had violated the Terms of Use by charging another car. I was only halfway through the 3-year benefit period, and had another 18 months of free charging -- of very significant value. The sudden cancellation of the benefit is in direct contradiction to the ** welcome email that I received the day I purchased my car and the dealer helped me set up the EA mobile app and activate the 3-year charging plan benefit.The welcome email includes the following language: "Your payment method on file will be charged the auto-reload amount you selected the very first time you begin a charging session using the Electrify America app. This balance is to cover charging sessions not included in your plan, like if you were to charge a vehicle other than your 2023 ID.4 or incur idle fees and applicable taxes. You will not be charged for any session fully covered by your 2023 ID.4 Charging Plan." As suggested in the email, charging another car does not violate the plan terms, and in fact ** should have charged my card on file rather than abruptly cancel my entire Charging Plan benefit. ** has violated its own terms set forth in this email, and I question whether EA intentionally misled ************

  Business Response

  Date: 08/28/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 09/05/2024

  
  
   Complaint: 22110374
  
  I am rejecting this response because:

  
  Electrify America has not addressed the fact that the welcome email sent to me in December 2022 when I purchased the vehicle directly contradicts their claim that charging another car (in this case, a rental while my car was in the shop for repairs) is against the terms of the plan. The email specifically says that when I charge another car, my payment method on file (my credit card) will be charged. But this didnt happen. Instead, when I charged another car, they abruptly terminated my plan with no notice or warning. It seems by sending the email, Electrify America is trying to lure consumers into thinking its safe to charge another car so that they can use it as a pretext to cancel the charging benefit and not have to pay for this benefit for the consumer. This is fraud, plain and simple.
  
  Electrify Americas response does not address this glaring contradiction and fraud, and is not satisfactory.
  
  Charlotte
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/31/2024

  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.

  The stations that are close to me are down and the company cannot answer when these stations will be available!These are the stations;Target t1167 ********************************************* old orchard ********************************************************************* Calling electrify America and no one can answer questions regarding when a site will be up and running that is listed on your website is unacceptable!

  Business Response

  Date: 08/26/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:07/17/2024

  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.

  July 16, 2024 attempted to charge my *** EV9 at the *********, *******************. After initiating on the app and using charger # 3, the charger repeatedly timed out according to the station, and my car did not charge. The app indicated that my car was charging, and had charged to 89%, while in fact the car did not charge at all. I called the support number while I was at the charging station and spoke with an agent while I was trying to charge the car. He indicated that the car was charging. I told him at the time that it was not charging. I also addressed an issue of the automatic top-up feature malfunctioning and topping up twice in a 10 minute period. During the call I received a receipt for $23.57 for 41KW hours of electricity that I did not receive. I requested that I be refunded the money since I did not get the electricity. The agent said that he would request the refund. As of July 17, I received an email stating that I would not get a refund. I called the company again and was told that I could not be refunded since all the evidence showed that I had received the electricity. I asked what evidence I would need to prove otherwise, and how to prevent this in the future, and was told that in the event that something like this were to happen again that I should call the support number immediately and let them know. I told the agent that it was what I had done the day before and that it was apparently not enough. I asked if I should make video recordings of all of my charging sessions to ensure I had evidences in case their equipment malfunctioned again in the future. The agent thought that would be helpful.

  Business Response

  Date: 08/13/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 08/16/2024

  [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: 22004871
  
  I am rejecting this response because:
  
  This is the same unsatisfactory response that I received from the customer service representative. As I told the representative on the phone at the time of the faulty charge and at the time of the subsequent phone call to customer service after receiving the rejection for a refund, the changing station incorrectly reported electricity being delivered to my car. While your system appeared to have delivered the electricity on your end, my car was not in fact charged when unplugged. Unfortunately, because I was not anticipating this problem, I have no way to prove that this occurred, despite the fact that I was on the phone with one of Electrify Americas customer service agents as it was happening. In the future I will film all my uses of their products, so as to have evidence in the event that they malfunction again. In addition, as soon as the credits that I have from the purchase of my car are used I will no longer use their services. I find that they are a company that does not put customers first, in addition to offering a subpar product that is neither convenient nor practical. 
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/14/2024

  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.

  Electrify America station at the ******* in *****, ** encountered an error and would not allow the charger to be disconnected from our vehicle. We called both our car manufacturer and Electrify America for support. Our car manufacturer was unable to do anything as the lock was on the charger end. Electrify America told us they would contact us within 30 mins with a dispatch ETA. After 40 mins I called back and they again said that technical dispatch would call me back. I asked to be directly connected and they said ok and put me on hold. After being on hold for another ****************************************************************************************** back. I asked why they could not connect me and they said it was because they did not have the number for dispatch. I asked why they put me on hold then and they said to check on dispatch. After 50 mins of waiting we manually disabled the lock to remove the charger from our vehicle. It has been more than an hour and 20 minutes now and dispatch has still not contacted us. It was over 90 degrees outside and we ended up with less charge than when we arrived at the charge station. Electrify Americas call center was unhelpful and provided no support even though our car was stuck at their charger in high heat.

  Business Response

  Date: 08/08/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:07/08/2024

  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 leased a car with a promotion that was supposed to cover charges. Recently, I discovered that the promotion offer had been terminated without any acknowledgement. I was informed my termination over the phone with the customer service agent when I called to follow up on the case I submitted months ago. Upon contacting the customer service department to address this issue and inquire about a case I had previously submitted regarding a charge, I encountered numerous difficulties and discrepancies in the handling of my inquiry.Over the course of three days, I made a total of 10 calls to your customer service department, and my sister dedicated three hours on the side attempting to set up an appointment with a supervisor to appeal the termination of my promotion offer. Despite our persistent efforts, we faced repeated hang-*** from both agents and supervisors. On two occasions, supervisors who had promised to call me and my sister back failed to do so, despite confirming the best phone numbers for contact.During these interactions, I was informed by an agent that they had hung up on me to attend to other customers, and I was put on hold and subsequently disconnected after being assured I would be transferred to a supervisor. Most alarmingly, it became apparent that one of the individuals I had been speaking to, purportedly a supervisor, was in fact an agent masquerading as a higher authority. This revelation was confirmed when subsequent inquiries failed to identify any supervisor by the name provided to **** find it unacceptable that the company did not provide a second authentication process, notify to change password, or alerts another vehicle was using my membership. Instead, the assumption led to the abrupt termination of my promotion offer without proper communication. This has not only inconvenienced me but has also tarnished my experience with Electrify America.I have the recordings of my phone call experience with the agents and "supervisors."

  Business Response

  Date: 07/25/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 08/07/2024

  [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: 21958966
  
  I am rejecting this response because: 

  I am writing to formally reject the response provided by Electrify America regarding my recent complaint. While I appreciate the effort to address my concerns, the response failed to adequately address several critical issues I experienced with their customer service.

  Impersonation of Supervisors: Multiple agents impersonated themselves as supervisors, which I confirmed through subsequent interactions. This deceptive behavior is unacceptable and unprofessional, undermining my trust in the company's customer service.

  Lack of Follow-up: Despite making an appointment to speak with a supervisor, there was no follow-up on the scheduled call. Additionally, when I called back, agents claimed they were unaware of any appointments, leaving me without the assistance I was promised. Furthermore, I ensured to receive a call-back in case the call was disconnected, but multiple agents ignored this request and disconnected me without consent while I was on hold to connect to a supervisor.

  Inadequate Resolution: The response suggested that I contact customer service for further inquiries. However, my experience with customer service was the root of the problem, and this suggestion does not provide a meaningful resolution to the time I have invested in. 

  I am concerned about the lack of accountability and responsibility shown in handling my complaint. Not one of the agents provided me with an additional solution to connect to a supervisor; instead, they put me on hold only to hang up on me, set up a fake appointment, and made me speak to a fake supervisor. In light of these points, I request a more detailed explanation of how Electrify America will address and rectify these matters. I would appreciate a prompt and satisfactory resolution that addresses the disrespectful treatment I received and the impersonation of supervisors.

  Thank you for your attention to this matter. I look forward to a more comprehensive and satisfactory response.

  
  Regards,
  

  Praise Eom
  
  

  
  

• Initial Complaint

  Date:07/06/2024

  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.

  EA robbed my account!My Genesis **** comes with 3yrs of free charging at EA. However EA single sidedly voided my free charging premium offer at exactly 2yrs of my ownership.When I called EA, they said I violated their terms so they decided to void my free charging account, and the decision was final.EA said that the reason for them to void my account was because I used the offer on a different car. And I admitted that it did happen a few times by accident. Here are reasons why I believe this act by EA was wrongful:1. The free charge plan was the default payment in EA App. Sometimes in a hurry one would certainly forget to change the payment when charging other EV. EA, we dont sentence people to death when they make mistakes!2. EA detected car with different VIN but did absolutely nothing to warn or stop the session. Instead it allows the session to proceed then records it as violation. This is phishing!3. Prior to the termination of my free charging account, EA did not give any warning or notice. The only email I got was the final decision. 4. My free charging didnt come free. Instead I paid high premium on my car to get the 3yr instead of 2yr or none at all. For comparison a similarly equipped ******* Ioniq5 only came with 2yr free charging but was >$10k cheaper than my Genesis **** with 3yr free charging. The car manufacturer gave money to EA to enhance the ownership experience. I cannot do anything when EA calls it complimentary. But in reality its prepaid service, and you dont get to void it at your discretion. In our civilized society when you cancel someones service because they made mistakes, you also refund them!5. The remaining 1yr free charging EA took away is worth of more than $2k. The accident charging cost is a fraction of that. You tell me this is not a robbery?6. A side fact: my other EV is a ***** Bolt EUV which DC charges at very low speed. It would be too painful to steal from EA even if I wanted to.

  Business Response

  Date: 07/25/2024

  Please see attached response to this complaint. Thank you.