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:08/06/2025

  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 have a VW ID4 2023. With this purchase, I get 3 years of free charging from Electrify America.They offer a service called Plug and Charge. I'm been using this at the chargers in *******, ********. This service allows me to simply plug in my car and the charger will recognize it and start charging on my free plan.They recently upgraded the chargers. I pulled in to charge on August 4th and plugged in my car (per instructions on the charger). Plug and Charge didn't work, so I had to start it manually. After I returned to the car, I found ** had charged my credit card $30. This was NOT a deposit, it was a charge. I called them and was told by a very rude customer service person that it was my fault and so they wouldn't refund the money. I called back after the charges posted to my card and was told the problem was that I had "changed my default plan" to a pay as you go plan. I didn't change my plan either in the app or at the charger. He said that wasn't possible because the charger didn't show any error messages. I asked to talk to a supervisor. He called later and told me the same thing. I reiterated that I had NOT changed my default plan and that either the *** or the machine did. He basically called me a liar and said since there was no error message from that charger, I must have changed it. I told him I would be posting this on the ** user forum and he said that constituted a threat and he could cancel my account. I hung up.

  Customer Answer

  Date: 08/07/2025

  I challenged the charges on my credit card and was able to get the money resolved.  ************* to deal with (**), though.

• Initial Complaint

  Date:07/29/2025

  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.

  I was at a charging station at flaming and sandhill, ****************. I have been charging there for over 18 months. I went today and spent about 15 minutes trying to get the system to work as usual. I then called and spoke to ***. I did my quick verification and explained the issue. I have complimentary charging for 3 years with my *** I7 (CAR COST $143,000). I explained it was 102 degrees, I just went thru surgery and 3 others were waiting. I needed resolution quickly. so after about 12 minutes, she wanted the credit card number I use for this account. I told her I have numerous cards and I didn't know which one. She had a thick accent and it was hard to understand standing outside. So finally I tried just using the electrify America application instead of the mybmw app which wasn't working. She finally came back on and I told her that it was now working. I said I just need a refund for whatever this charges on the electrify America app because I was entitled to free. She flatly responded no. I then asked for a supervisor. approximately 22 minutes later, I spoke to Beya. She said they would not refund and it was my problem. I told her this was not ok and I wanted the refund because my car purchase provided me. It wasn't my fault their systems were having issues. We went back and forth and I told her I would pursue other means because she refused to give me satisfaction nor someone above her.

  Business Response

  Date: 08/06/2025

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

  Customer Answer

  Date: 08/07/2025

  [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: 23670947
  
  I am rejecting this response because:

  I explained to the girl that I had just had surgery, it was very hot and there were other cars waiting.  She expected me to know which credit card I used when I set up the account 2 years ago.  I have over 20 credit cards and the situation was not typical.

   

  I am entitled to free charging and they were not willing to bend under extraordinary circumstances.  She acknowledged she knew that I had free charging and when extraordinary circumstances come up, I don't believe this is ok.
  
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 08/07/2025

  [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: 23670947
  
  I am rejecting this response because:

  I explained to the girl that I had just had surgery, it was very hot and there were other cars waiting.  She expected me to know which credit card I used when I set up the account 2 years ago.  I have over 20 credit cards and the situation was not typical.

   

  I am entitled to free charging and they were not willing to bend under extraordinary circumstances.  She acknowledged she knew that I had free charging and when extraordinary circumstances come up, I don't believe this is ok.
  
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/27/2025

  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.

  The problem is I purchased a 2019 **** E *** electric vehicle electrify America. I gave me 1000 credit to charge my vehicle. The **** apphad crashed had crashed so now the company do not want to return my 768 credit that I have left over

  Business Response

  Date: 08/06/2025

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

• Initial Complaint

  Date:07/23/2025

  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 signed up for electrify america pass+ that cost $7 each month in May 2025. I forgot to cancel the plan before the next charge. There was an account balance when the **** charge hit my account and they took the $7 without notification. When it was time to charge my July fee, the balance was under $7 and they charged my credit card on file. I went to cancel the plan immediately but they refused to refund this fee.Their practice of charging each month with no notice is deceptive.I'm seeking a refund of at least $7 for the July and another $7 for the **** ********* on file: ******************* ph: ************.If they are not willing to offer any refund, i'm requesting a refund of my existing balance of $6.95 and deletion of my account and any associated records as I will no longer do business with them.

  Business Response

  Date: 07/25/2025

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

  Customer Answer

  Date: 07/25/2025

  [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: 23645087
  
  I am rejecting this response because:
  
  I am seeking a refund for the July period. I provided notice for the cancellation and was rejected

  
  Regards,
  
  *** ***
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/16/2025

  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.

  First time using their electric charging station. I downloaded their app and charged at their charging station in target. I then shopped at ******. After my charge was complete they started charging me an Idle charge, I got no notification about this happening just a notification that my account kept getting replenished without any explanation. Once I got back to my car and unplugged only then did the idle fees show up. My charge cost me ***** but the idle fee was 20$.

  Business Response

  Date: 07/22/2025

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

• Initial Complaint

  Date:07/02/2025

  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.

  I am filing this complaint against Electrify America for approximately $48 in unwarranted charges due to their faulty mobile app, unethical billing practices, and poor customer service.Between March 26 and April 20, 2025, I experienced multiple issues with the app. It failed to process my 25% discount subscription for my first two charging sessions. Poor data connectivity in remote areas further hampered troubleshooting. It was a struggle to even get the chargers to work. On my third session, the subscription activated but the discount wasn't applied. It only worked on the fourth session. This cost me about $20 in missed discounts.On April 20, 2025, I attempted to cancel my subscription via the app, but the cancellation did not process, and I received no confirmation. As a result, I was charged $7 monthly for May, June, and July 2025, totaling $21 in unauthorized charges. I received no notification of these charges via app, email, or text. ******** a subscription without notifying the customer is a very shady business practice. I discovered these charges only when preparing to purchase another membership.Customer support denied a refund for the subscription issues and missed discounts, citing terms and conditions. They offered a $7 refund from my app wallet, which I accepted, but it has not been processed as of July 2, ******* total, I am owed $48: $20 for missed discounts, $21 for unauthorized subscription charges, and the $7 unfulfilled wallet refund. The app's persistent glitches, failed subscription processing and cancellations, lack of communication, and unfulfilled refund constitute unethical practices.Resolution Sought: I request a full refund of $48 to my credit card. I hope the BBB can assist in resolving this matter promptly.

  Business Response

  Date: 07/10/2025

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

• Initial Complaint

  Date:07/01/2025

  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.

  *** been using their services for at least a month. There is no note stating that youre gonna be charging idling. This is the first time that he has happened.The amount is at or more than the actual pricing for the product I got, which is a full charge when calling the customer service, they that they have a note on the machines would date down, and they refuse to accommodate to the problem and refund the difference amount of money

  Business Response

  Date: 07/21/2025

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

• 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 **********************.