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:06/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing a complaint against Electrify America regarding a $26.73 charge tied to my Ioniq 5 Premium Charge Plan and a charging session on June 19, 2025, at a ****** location.Before June 12, charging at this station was included in my plan. On June 19, I followed the same steps I always had: plugged in my car, opened my membership via Apple Wallet, and tapped to authorize. No prompts or warnings were shownand yet, I was charged.After contacting support, I was told that as of June 12, ****** charging was no longer covered. I received no email or direct notification. They claim a notice was posted in the app and on the charger screen. However, I rarely use the app, as Electrify America instructs Premium Plan users to use Apple Wallet for ease. With this method, the app and screen are bypassed. Charging begins automaticallyso even if a notice was present, it could be easily missed.I believe this is misleading. The experience was unchanged from when it was free yet now I was charged without any consent or confirmation. A billing change like this should require user acknowledgment, especially when no action only a tap is needed to initiate charging.I called support three times to dispute the charge:June 19 at 3:25 PM PT June 20 at 4:12 PM PT June 24 at 2:24 PM PT (finally connected with a supervisor at 2:46 PM PT)Each time, I requested a supervisor. This was ignored until the third call. The supervisor could not offer a resolution.Electrify America maintains that the charge is valid, but I believe transitioning from covered to paid service without direct user confirmation is a deceptive practice. I request a full refund of $26.73 and a review of how Electrify America communicates plan changes. Particularly in cases where the company actively promotes a tap and go experience through Apple Wallet, bypassing the very notifications they claim are sufficient.

  Business Response

  Date: 06/27/2025

  Please see the attached response to Complaint ID ******** from **********************.

• Initial Complaint

  Date:06/24/2025

  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.

  Electrify America (EA) offers a 2 years free charging plan, where the first 30 minutes is complimentary. The plan worked for all chargers no matter what location. Suddenly, June 12th, they changed their policy and certain chargers were no longer part of the 2 years free charging plan. ** did not provide any notification of this change, no email, no text, no push notification in the app, no warning of the change. I utilized a charger on June 18th that is close to my home and this is one that changed with this new policy. I used this charger many times in the last few months with no charges, then suddenly Im charged. I was not informed of the change, which is an unfair act. I attempted to remediate my concern by explaining to their customer service, but they refuse to acknowledge their poor handling of this policy change in not informing me, as a customer, of the change. They informed me that it is stated within the app, but Id have to go into the app, find the charger location, check the pricing section to see the notice that it is not part of the free charging plan. Its ridiculous that a company could possibly expect a customer go through all these steps when you dont even need to open the app to charge. In order to charge your vehicle, you just plug it into the vehicle, tap your Apple Wallet with the EA card to the machine, and start charging. No warning is provided on the screen either. I am requesting I be refunded $29.43 for my charging session because I had absolutely no realistic way to know I would be charged until I started my charging session and was already being charged. Attached is proof that I used the charger multiple times with no charges, so I wouldnt have known I would be charged unless the company informed me instead of just changing the policy, which they failed to do before I was charged.

  Business Response

  Date: 06/27/2025

  Please see the attached response to Complaint ID ******** from **********************.

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Incident: June 22, 2025 Location: Electrify America (EA) ***********************************, ** Summary I am filing this complaint regarding an unexpected and unjustified charging fee of $21.22 that was imposed during what should have been a complimentary 30-minute charging session at an EA ********** a *** iX owner, I am entitled to complimentary 30-minute charging sessions at ** stations through ***'s Premier plan partnership with Electrify America. Under this arrangement, *** pays EA for these charging sessions on behalf of their customers. This benefit was clearly communicated at the time of vehicle purchase and has been consistently honored at other ** locations.On 6/22/25, I utilized the EA charging station located at ****** in **********. At the conclusion of my 30-minute charging session, I was unexpectedly charged $21.22. This charge directly contradicts the terms of the *********** plan partnership with ** and my reasonable expectation of complimentary charging.When I contacted ** to dispute this charge, they declined to waive or refund the amount. Their justification was that ****** now manages the pricing for stations at their locations, while ** only provides maintenance services. However, this explanation is inadequate for the following reasons:1. No Prior Notice: There was no warning displayed on the charging station screen, signage, or any other communication indicating that this location would not honor the complimentary charging benefit.2. Lack of Transparency: customers should be clearly informed before initiating a charging session if EA business model changed for specific locations,3. Breach of Advertised Benefits: With *** paying for the session as agreed in their partnership arrangement.I am seeking:1. Full refund of the $21.22 2. Clear signage and notifications when partnership benefits do not apply 3. Consistent communication about any changes 4. Assurance that similar issues will not occur in the future

  Business Response

  Date: 06/27/2025

  Please see the attached response to Complaint ID ******** from **********************.

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June13,2025 I charged a rental ********* *** niro ev and the pending hold $50.00 is still showing never finalized. I need the receipt for this transaction and the amount finalized. I keep getting the run around from electrify customer support and cash app support.

  Business Response

  Date: 06/26/2025

  Please see the attached response to Complaint ID 23492836 from Electrify America.

• Initial Complaint

  Date:06/17/2025

  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 have a premium subscription for 3 years with *** to Electrify America as a new car buyer. For over 2 years the subscription has failed. so each time I go they charge my credit card while also charging my subscription This is criminal. Then when I call they say I am a valid subscription and they will escalate it when I ask for a refund for double billing they decline saying the charge is a valid charge. How can they charge me for a valid subscription with unlimited charges AND charge a la carte for the same charges. I have had zero successful uses of the subscription in 2 years of usage and the subscription is thousands of dollars- its a scam and they are trained in their call center to not provide valid refunds, not give their name, not to provide a supivisor

  Business Response

  Date: 06/27/2025

  Please see the attached response to Complaint ID ******** from **********************.

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 12th, 2025, I used a charger at my regular charging station, ****** Natomas, under my free 30-minute Electrify America charging plan. On June 16th, 2025, I noticed I had been charged $11.80 for the charging session, even though I adhered to the terms of my free 30-minute charging plan. I called Electrify America and was informed that on that exact day, June 12th, 2025, ****** and Electrify America modified their agreement and ****** was no longer honoring Electrify America's free charging plans. I asked an Electrify America customer service representative when I was notified of this and was told no notification was sent out and I was not the only customer affected by this change who called to complain. I said that was unfair to Electrify America's customers and asked to speak to a supervisor, who said under Electrify America's terms, Electrify America can make changes at any time without notifying customers. I asked the supervisor to point to the exact line in the Terms and Conditions stating that, and she directed me to term 32, "Accuracy; Modification." The first line of that clause states that the, "Company will use reasonable efforts to include accurate and current information on the Solution and Network, but there may be occasions when information on the Solution and Network contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and other matters." I asked the supervisor what reasonable efforts were made to notify customers, and, on a recorded line, the supervisor was unable to provide any examples or cite any efforts made by the company. This is not the first time I have been a victim of this behavior from this company and strongly believe the company is taking advantage of consumers.

  Business Response

  Date: 06/19/2025

  Please see the attached response to Complaint ID ******** from **********************.

  Customer Answer

  Date: 06/25/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23476061
  
  I am rejecting this response because: While a refund was part of the desired resolution, the complaint centers around the fact that Electrify America violated their own Terms and Conditions by admitting on a recorded line on June 16th, 2025 that no attempt was made to notify users that ****** was no longer accepting Electrify America's OEM plans, and Electrify America's Terms states they will make reasonable attempts to notify users of changes to their policies. When I contacted the *********************** and asked what attempts were made, the company was unable to provide any examples of attempts made to notify users of this change. As such, I do believe I am entitled to a refund of the $11.80 I was charged, but more importantly, I want the Company to be held accountable for upholding their Terms and Conditions and present a solution regarding how they will make attempts in the future to notify users of changes to their policies. This is the second time the Company has changed policies without notifying me, the user, and I have suffered financial damages as a result both times. These are unacceptable business practices of which I no longer wish to be a victim of, and am requesting the Company protect its users by adhering to its own Terms and Conditions.

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

  
  

• Initial Complaint

  Date:06/14/2025

  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 was at a ****** Electrify America charger on June 13, 2025 and was charge of $30.08. When I purchased my car, ******* gave mea two-year free charging incentive. ********************* America customer service and spoke to Ally ask her why I was charged and she told me that starting June 12, 2025 ****** will no longer honor the free charging incentive. I told her I was never was notified of this change and she said they didnt let any know either. Whats crazy is that i was there a week prior on June 8, 2025 and wasnt charged for my session except for the idling charge of .34 cents. I asked for a refund of $30.08 and she said that they are not giving any refund. I asked to speak to a supervisor. I spoke to ******, the supervisor and he too said theres nothing he can do. I dont understand, Electrify has a contract with ****** and they should be responsible for the charge and not me. We went back and forth so I ask to speak to someone higher then him and ****** told me theres nothing one above him, which i cant believe. So I said to him, he must be the CEO of the company if theres no one above him. Then he said he will have to get his supervisor to call me. I still havent heard from anyone. Its so disappointing! For me, its the principal. The agreement is between ****** and Electrify and Im Electrify. customer. I feel that customer service is not there to resolve a problem, but just to really answer calls. Whats frustrating to me as this is just one situation. I have called numerous time because their system is down or their stations isnt working. Theyre infrastructure is very weak for electric cars. **************** is nice but they can resolve anything.

  Business Response

  Date: 06/17/2025

  Please see the attached response to Complaint ID 23469405 from Electrify America.

• Initial Complaint

  Date:06/13/2025

  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.

  This occurred 6/13/25 Electrify America suddenly and without notice charged at a station at a ****** in *********** that accepts their free charging plans, and the receipt I got indicated that it USED the free plan but still charged me. **************** tells me that a newly instituted rule (starting 6/13/25) meant I couldnt charge at a location Ive used regularly for months for free anymore. They issued no notice to me either by app (current version) email or via signage at the charging location. Of course their **** said there was no way I could be refunded. Electrify America offers 2 years of free charging via purchase/lease deals with several auto manufacturers.

  Business Response

  Date: 06/17/2025

  Please see the attached response to Complaint ID ******** from **********************.

  Customer Answer

  Date: 06/17/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23465948
  
  I am rejecting this response because:
  The change in payment acceptance was still done without notice. The app NOW says that the pricing and plans arent accepted at that location but did not in the date in question. This shows that ** knew and was able and in fact in the process of dealing with this new payment situation. Whether they weee slow or if it was pure neglect makes no difference. The new app messages clearly show that my complaint has merit. As for their inability to refund me, they have all my payment and bank information and Im sure they have the pocket change to cover the expenses they caused me. 
  
  Regards,
  
  **** ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Session ID: ******** EA Case No: ******** Time of incident: 6/5/25 10:10 am While DC fast charging my 2022 Porsche Taycan at an Electrify America station, I experienced a critical malfunction during cable disconnection. Upon unplugging, there was a visible spark,fire, and smoke on the car's charging port. The DC charge port showed heat damage, with melted pins that rendered it unusable. A ******* dealer confirmed the damage likely resulted from the charging event, not a vehicle defect. A repair invoice of ~$5000 has been issued. This incident posed a serious fire and electric shock hazard. If someone had been closer to the port, injury or fire could have occurred. No warnings or errors were displayed by the vehicle before or during the event, which happened suddenly and without shutdown or alert. The dealership inspected the damage and noted signs of thermal/electrical malfunction. A copy of the dealer's report is attached with this form. The component has not yet been examined by Porsche North America, insurance, or third parties, but I am escalating the issue. The damaged charger remains nonfunctional as of June 11, and Electrify America has stated the charger's connector pins need replacement. Electrify America has also refused to reimburse any damage fees to me. A picture of the out of operation charger as of 6/7 is attached. The vehicle charge port is available for inspection if needed. I can't confirm whether the malfunction was caused by Electrify Americas charger, the Taycans port, or both, however evidence suggests the ** charging cable triggered the fault. This event presents a credible safety risk to people and vehicles. EA's chargers are widely used, and if this issue affects compatibility with vehicles like the Taycan, other users may be at risk of fire or shock. No injury occurred, but the potential was significant. I am reporting this to ***** to urge investigation into the broader safety implications.

  Business Response

  Date: 06/17/2025

  Please see the attached response to Complaint ID 2345831 from Electrify America.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FOUND CHARGES FROM THIS COMPANY AND I HAVE A *** 2 YEAR SUSCR. AND HAVE NOT BEEN CHARGING LATELY WITH THEM. FOUND THEY TOOK ***** LAST WEEK

  Business Response

  Date: 06/12/2025

  Please see the attached response to Complaint ID ******** from **********************.

  Customer Answer

  Date: 06/12/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23442241
  
  I am rejecting this response because:
  
  
  Regards,
  
  ********* *******