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:07/03/2024

  Type:Customer Service 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 *** i7 in March 2024 with a 3 years Premium Charing Plan offer from Electrify America. I have been trying to get the Charging account setup with ********************** for the past 4 months and all I have got is a run around from Electrify America. To date, I have not been able to use the Public Charging because my account and ********************** app do not work.

  Business Response

  Date: 07/25/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 08/02/2024

  [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: 21939909
  
  I am rejecting this response because:
  Ms. ******** response is more of a sales pitch and self-praise than addressing the core issue. It is laughable that, ******************,very slyly, has deflected the blame and failed to admit that their customer service is horrible and useless. After shuttling me back and forth between the Electrify America customer service and *** customer service for more than 4 months, I had to get the General Manager for Auto Nation involved and get it resolved. As I have never used and probably never will, I couldnt care less for Electrify Americas problematic and inferior charging stations (its infrastructure reviews are a proof). As Electrify America must be held accountable for its contractual obligations, I wouldnt be surprised if Electrify America is embroiled in a Class-Action lawsuit soon.
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair 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 called multiple times to resolve an issue. The first time I called, they said they were going to resolve everything. The second time I called they said there was no claims left so i left another request. The same issues happened again on the third time but when I called they revoked my account instead of helping me resolve the issue. There was no follow up on their end before they revoked my account. The worker even said I should have received a warning email and that he had not power to give me my account back. When I asked to speak to someone higher up who can help, they said no and hung up on me. I was not able to resolve any issues and still have an inactive account

  Business Response

  Date: 07/18/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 08/05/2024

  Hi, 

   

  i appreciate the response. This is the most details I have ever received from electrify america. Each call I had made, I was never told these specific details. I was just told the higher *** made the decision and I couldnt speak to them myself. If I was told ahead of time I could have remediated this directly with the company. I really appreciate the follow up. Thank you, 

• Initial Complaint

  Date:07/02/2024

  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.

  1. We leased a ******* Ioniq 5 in May 2024 and it came with 30 minutes of free charging per day with Electrify America.2. On July 1, 2024 Electrify Amerixa canceled this free charging plan for Ioniq 5 because they said they noticed a different car charging using the Ioniq 5 Free charging plan which I wasn't aware.3. I called the customer service and spoke with a *** named *** and he clearly stated that EA HAS BEEN HAVING A LOT OF ISSUES WITH THEIR SYSTEM / APP IDENTIFYING THESE ISSUES PROPERLY AND CANCELING PLANS WRONGLY! *** told me that my plan was in tact, good to go and not to worry. EA's own employee admitted to this and so obviously EA has been having a lot of complaints coming in. Possible class action lawsuit.4. Trusting ***'s word we took the car to be charged on 7/1/24 and EA started to charge our credit card in two sessions. They charged us twice on 7/1/2024: One for 3.19 (Session:34588734) and another for ***** (Session: ********)5. So I called EA again to speak with a supervisor at Electrify America and they said that there was a ********************* car being used to charge under the Ioniq 5 free plan BUT WE DO NOT OWN ANY MERCEDES WHATSOEVER AND NEVER HAVE AND DON'T KNOW ANYONE THAT OWNS ONE.6. The supervisor told me to email ******************************* to get the plan reinstated but EA Support emailed me back on 7/2 stating that they cannot reinstate it since it violated their free charge policy due to a different car being charged under the Ioniq 5 Free plan, which per their supervisor was a Mercedes EQB.RESOLUTION.: REINSTATEMENT OF THE ***** 5 PREMIUM FREE CHARGING PLAN that AND REFUND on the above ***** and 3.19 charged to my credit card.I am not appreciative of the fact that EA is accusing me of charging someone else's car with our plan (Mercedes EQB). This is not right thing to doand they need to fix this immediately.Thank you for your help!

  Business Response

  Date: 07/18/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 07/26/2024

  [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: 21932546
  
  I am rejecting this response because:
  I also had a **** OVAL CHARGING PLAN WITH ELECTRIFY AMERICA when I first plugged it in it recognized my **** mach e just fine so after that all I did was plug it in I DID NOT KNOW IT WAS USING IONIQ 5 PLAN.

  1  WHY in the heck did ELECTRIFY AMERICA identidy the **** Mach-E correcrly when i first ever plugged it into the Electrify America station?  WHY???

  2. What did I do so different thereafter when i just simply plugged it in aa before with my mach e. HOW WOULD I HAVE KNOWN IT WAS USING IONIQ 5 PLAN? I have a **** OVAL ELECTRIFY AMERICA PLAN. WHY???

  3. We leased the Ioniq 5 and then purchased the Mach E 2 days later so we had TWO ELECTRIFY AMERICA PLAN going one for ******* and the other for Oval Electrify America Plan. As I said before EA identified the mach-e perfectly the first time so every other time I just assumed it was identifying just fine identifying the Mach E.  WHY DIDNT IT AUTO RECOGNIZE AFTER THE FIRST TIME???

  4. Ive read this cimplaint all over the internet and simply EA doesnt want to give the free charging even if its a reasonable mix-up. WHY???

  5. I've even offered to EA *** to pay for the mischarges since they said I used ioniq 5 plan WHICH I HAD NO IDEA OF SINCE EA SYSTEM IDENTIFUED MY **** MACH E JUST FINE THE FIRST TIME to pay for the charges and reinstate the 30 min plan for uoniq 5 but they declined. AGAIN proving EA is no interest in really resolving and giving the free charging to its customers. They don't like this plan for anyone  WHY???

  6. How in the heck they kept saying to me OVER AND OVER AGAIN i was charging a mercedes eqb and i had to tell them numerous times via email and phone I HAVE NO MERCEDES EQB - obviously EA system is messed up somewhere or at the least messed up before. WHY???

  6. Also the customer serv *** on recorded line said my charging plan is fine and the initial email i received on the plan being canceled was nothing to be concerned about. The *** said its fine on their side and CONFIRMED insinuating that EA has been having issues with their systems falsely terminating plans and that our plan was fine, still in tact, and good to go.  WHY???

  ATTENTION EA, please respond to each one of these points above and PLEASE AVOID writing about how great EA is as a company as in your previous response. It just takes up words and please only address the points above. 

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

  
  

• Initial Complaint

  Date:07/02/2024

  Type:Customer Service 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.

  My electrify america account was terminated with no warning for violation of a charging plan. My account has 2 charging plans for different vehicles. One of the vehicle accounts was terminated as a final response due to these afromentioned violations. These violations occurred due to having the wrong account swiped for the wrong vehicle with no malicious intent. I am requesting for my account to be reopened and the appropriate vehicle to be charged.

  Business Response

  Date: 07/18/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:07/01/2024

  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.

  I received an email on 7/1/24 notifying me that my 2024 ******* Ioniq 6 Charging Plan has been cancelled due to the plan being used by a VIN that is not associated with the plan benefits. I also have a Kia **** EV. It's listed in the EA app. I was led to believe by the ******* dealer that the plan would only be applied when I plugged in my ******* and not my **** I have had the EA app for years now. I never had to manage the free plan. I typically start in the app or I use NFC to use my phone on the charging station. If the plan was applied to my **** it was not intentional. It is exceptionally unclear that you have to manually manage plans if youve never had to before. This is not explicit in the terms and conditions. It says with the appropriate plan selected. Thats not clear if youve never had to select a plan before. **************** would only tell me that the dealership should have been more helpful. I have asked customer service multiple times how to apply the plan to only one car. ALL THEY TELL ME IS THAT THE DEALERSHIP SHOULD HAVE GIVEN ME THE ***** OF SERVICE THAT EXPLAIN HOW TO DO THAT. Despite multiple calls, I still do not know how to only apply the plan to the correct vehicle. **************** should be able to help with a very basic issue like managing the plan. I received no notice or warning before the cancellation. I would have corrected the situation earlier if I had known! I have no problem paying back any charging fees that I might owe! I just want my plan reinstated and instructions on its proper use so that this doesn't happen again.Its clear that the charger communicates with the vehicle and they should be able to automate this process. Because of this and that the manual adjustment of the plan on each charging session is not explicit in the terms and conditions listed on EAs website, this cancelation feels predatory. There were no warnings and no way to redress the issue. The only response has been, youre cancelled, too bad.

  Business Response

  Date: 07/22/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 07/26/2024

  [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: 21927545
  
  I am rejecting this response because:

  Because of the lack of instruction from the ******* dealer and EA's terms and conditions for the program, someone with my use case is almost guaranteed to accidentally violate the terms and conditions. I have used the EA app and charging for around 6 years. For most of that time period, I only owned 1 EV at a time. There was no need to select plans because I had no paid plan and no other vehicles. In April of 2024, I leased a 2024 ******* Ioniq 6 while still finishing my lease on a 2021 ******** EV. This was the first time that I had ever had multiple EVs in my possession concurrently. Because of my previous use of EA's app and charging, I had absolutely no idea that any change of plan was needed within the app. I knew that the chargers communicated with the vehicle and could determine what type of vehicle was plugged in. Therefore, it never even crossed my mind that a plan specific to my ******* would need to be manually selected. This is all blatantly obvious because they cancelled my service based on the system being able to determine what car is being plugged in and charged.

  Furthermore, I never received any kind of notice, email, push notification, or any other form of communication indicating that a problem was occurring. I was also told that I had no recourse and no means to object to the termination of the charging plan because of the amount of times that I had charged my *** with the incorrect plan. That was because I was moving from one state to another. I made two round trips between these states in the month of May. These trips totaled nearly ***** miles. So I charged many times, mainly at EA chargers, during this trip. That lead to multiple uses in a short amount of time.

  So someone that had used the EA app and chargers as I had for multiple years, and that might take a longer road trip, would almost inevitably lead to violation of the terms and conditions and therefore a termination of the charging plan. Because of this near inevitability, because EA refused my offer to pay back what charging fees I might owe, and because they gave no warning or recourse, it feels like this cancellation is a predatory act. I'm sure free charging on certain new vehicles loses money for the company. And it's beneficial for them to remove people from these free plans.

  Their terms and conditions lack clarity on the need to manually select plans. The dealership was not equipped to handle a customer that had multiple EVs (and therefore did not know to inform me of manually changing charging plans in EA's app). EA makes no attempt to notify you that you are accidentally violating their terms and conditions. Because of this, it was nearly guaranteed that my situation would arise and cause the cancellation of the plan. So I reject EA's response because it does not address their multiple failures regarding this plan (terms and conditions not making it clear that plan needed to be manually selected, complete lack of any kind of warning or notification that could have prevented further use of the incorrect plan, and absolutely no recourse once the plan has been cancelled). The terms need to be updated and notifications need to be sent to make sure that patrons do not unintentionally violate the terms of service SINCE IT IS SO RIDICULOUSLY EASY TO DO.
  
  
  Regards,
  
  *********************
  
  
  PS. Further training of dealerships with this plan is also needed.
  
  
  
  
  
  

• Initial Complaint

  Date:07/01/2024

  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.

  On 6/30/2024 my bank account was charged ***** dollars. I don't own an electric car and I don't intend on buying one. I don't know how they got my info. I have never heard of this company until this interaction. I would like the monies refunded to my account and my information erased from their files.

  Business Response

  Date: 07/15/2024

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 07/23/2024

  [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:06/26/2024

  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.

  Multiple fraudulent charges. They said they have me arefund on my account but since I'm not a subscriber that did me no good. They are still keeping the money they illegally got. I haven't even checked the app top see if that is true. Then they overcharged for another transaction when i was not at the station. This was three rental situations in ***************i never charged in the morning, only night and evening. I week check the app to st if there are timestamps anywhere.

  Business Response

  Date: 07/10/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:06/21/2024

  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.

  On Friday 6/14 i used this companies chargers for a vehicle and they placed a hold for $50 i have been told for 5 business days it will be 24 hours for my funds to be released and sent to me. They refuse to update the billing and my bank can not do anything about this pending matter until they update their systems.

  Business Response

  Date: 07/10/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:06/17/2024

  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.

  Im frustrated with the scam that Electrify America is running. I purchased a brand new 2024 *** I5 on April 1, 2024 and have had nothing but problems with Electrify Americas chargers and unauthorized charges. Im supposed to have two years of free charging for up to 30 minute sessions however, its constantly some type of issue where either the station isnt accepting the membership information and making you pay out of pocket or it accepts the pass and charging your debit or credit card with unauthorized charges. I paid $14.00 plus dollars on 4/6/2024 the very first time I used their charging station in ********, **. due to the machine wasnt accepting passes. The second and third time I was charged was on Saturday, June 8, 2024 for $12.60 when the machine I used didnt accept memberships and then again for $7.20 six hours later when another machine took my pass but still charged. I was assured that I would be refunded and that I shouldnt have been charged but I was. The screen never indicated when my pass was used that it did not honor the free charging session. This is clearly a form of bait and switch because it placed a $50.00 hold initially on the $12.60 charge and a $20.00 hold for the $7.20 charge. Even though this is being presented as a free 2 year 30 minute charge, we have paid for these costs through the purchase of our vehicle. I just want my money back and for them to stop deceiving consumers.I attempted

  Business Response

  Date: 07/03/2024

  Please see attached response to this complaint. Thank you.

• Initial Complaint

  Date:06/16/2024

  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.

  Electrify America operates EV charging stations across America. On my recent trip it required 9 charging stops round trip. The first stop 1/4 stations are down, seconds stop was fine third stop 2/4 stations were down, (June 12). 4th stop advertised charging speed was 41kw advertised was 350kw. We attempted another stop, but 4/4 stations were out of service advertised as working. 5th stop was fine, (June 13). 6th stop 3/4 stations were (June 16) down and we had to go to another station. 6th stop 2/4 stations were down. 7th stop 1/4 stations were down, advertised speed was 150kw, actual speed was 41kw. Last time I traveled I had a similar experience with this company. These chargers and company were created as part of the ** Dieselgate scandal settlement, I believe these stations are intentionally defective and slow to scare drivers back to gas/diesel vehicles. You can read all complaints about this company online. Meanwhile, chargepoint chargers never have these problems, ****** chargers never have these problems, Tesla chargers never have these problems. These discrepancies in functionality and speeds have caused 6 hours of delays on this trip. I have 2 more stops today and expect the same issues the rest of the day.......

  Business Response

  Date: 06/21/2024

  Please see the attached response to this complaint.