ComplaintsforEnel X

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Enel-X is a provider of chargers for Electric Vehicles. I purchased two chargers in 2022, the first from ********** and the second directly from the manufacturer's website, totaling $1395 plus about $700 in installation costs. They have a load-sharing feature whereby two chargers can share the same electrical supply, but communicate with each other so that they don't overload the shared supply when charging two cars. This feature is the ONLY reason that I bought this brand.For more than a year the load-sharing feature worked perfectly. In mid-2023, Enel-X brought out a new mobile application and requested me to upgrade. After doing so, the load sharing-feature stopped working properly, and the chargers overloaded the supply circuit and blew the circuit breaker! After reporting this to customer service and going through extensive tests, they moved me back to the old application. The chargers continued to work properly for another six months.Earlier this year Enel-X required me to update to the new application. Again, the load-sharing feature stopped working, and the chargers overloaded the supply circuit. I opened ticket number ****** on Jan 30, 2024 with customer service. The ticket was assigned to *************************. Despite more than 7 months of communication on that ticket, countless tests, and software updates, the problem persists.The ticket was recently reassigned to *****************. On July 21st, I got this (spelling errors quoted just as she sent them):"After a deep review with our specialist they have confirmed that at the time our load sharing feture is currently being worked on and isn't available at the time, we apologize for all the inconvenience and please be assures our developers are working to provide you with better products and servises. "It just isn't acceptable to me that a major feature that involves safety (electrical overloads) just stops working and can't be fixed for more than 7 months! I want either a fix or a refund!

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello, I have a "JuiceBox Pro 40" *** electric vehicle charger sold by the Enel X company. I have had the unit new since 2019 and have used it lightly to charge by electric vehicle. At 5AM on May 9th, 2024, I was awoken by the JuiceBox Pro unit and my vehicle sounding an alarm. After unplugging the JuiceBox charging unit - I found the cord to be very burnt as well as the electrical outlet it was plugged into. I contacted Enel X via chat and by telephone. I provided their customer with the same photos I have included here. The company informed me the unit was out of warranty and they could only offer me a discount toward the purchase of a new unit. I explained I was concerned for others regarding the charger. I don't think any electrical appliance should be burning walls at any age. ***CUSTOMER SERVICE WOULD NOT ESCALATE MY CONCERN AND I FEAR THERE MAY BE OTHER CONSUMERS IN DANGER OF FIRE IF THEY CONTINUE TO USE THIS FAULTY PRODUCT!!!***

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Smart electric vehicle charger has been offline for about 2 months now. Tech support does not have any suggestion except to continually restart troubleshooting from step 1. Continued back and forth only results in more request to restart troubleshooting form step 1. Email conversation is attached. This product does not provide the full service as initially advertised and tech support does not seem to know what they are doing. Requesting full refund of product plus return shipping if the company want their broken electric vehicle charger back. Attached documents are the receipt, email conversations, a screenshot of my wifi router showing that the unit is online at my house, and a screen shot of my app showing the unit as offline on Enel X system.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/8/23 I spoke with ************************* at Enel X regarding my JuiceBox 40A as it was offline and not working. **************** told me Id need to submit a 30 second video (initially a 10 second video) of the JuiceBox and proof of purchase. She emailed me so I was able to respond with this proof. I sent the video and proof of purchase. She said I would be able to send it back and get a new one or get a new one, pay $100 deposit, and then send the faulty one back. Ever since I sent the requested video and receipt, **************** refuses to respond. I followed up with her on 12/12/23, 12/14/23 and 12/19/23 and receive no responses. Ive only had this JuiceBox for approx 6 months (purchased 5/11/23 for $589) and it is now defective. The lack of responses is unacceptable. It is also unacceptable that I have to incur costs to replace the defective JuiceBox considering the one they sent is faulty after 6 months.

  Business response

  01/01/2024

  We have replied to the customer directly and are awaiting their response.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  They sold me a charger that was advertised to share information with my power company. I have been waiting 4 months and they havent gotten the data to them. I specifically bought this charger because i was told it would be approved in the ******** program. They have failed to do so and their customer service is horrible. They have no information and can provide no escalation.

  Business response

  12/14/2023

  This is in response to BBB complaint ID ********.  Enel X Way has no record of a ticket being created in our CRM system for this customer.  ************** should enter a ticket through one of our channels (phone, email or chat) and the ************* Team would be more then happy to assist him.  If he has submitted a ticket we would appreciate him providing the ticket number so we can better respond to the complaint.  

  Thank you

  ******************* (NAM Head of ************* ********************** Way)

  Customer response

  12/16/2023

  I literally just called there three days ago and a representative told me a ticket was created. It seems like your company has no clue what theyre doing. If someone would call me from there that would be great. My cell phone number is ************.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have had the juicebox for charging my vehicle.After they did some software or migration of some sort where I need to use a new app, my device has been bricked since May of 2023.I have been contacting them nonstop and trying to get a resolution.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Juicebox 40. The reason I purchased this brand's charger instead of another is because of the ability to monitor and control the device from the app. About six months ago, the company changed apps and the new one does not work. I cannot log into the new app and I can't create a new account either. The company has told me to just wait until their IT department figures out what's wrong, but it's been six months now. I'm unable to use the Juicebox as it's advertised. I want to be able to use it with the app like they promise or get my money back.

  Business response

  11/02/2023

  This is in response to BBB complaint, Case No. 20779510.  We have investigated the information set forth in the complaint.  After reviewing Mr. ***** tickets, our records show he responded on Saturday October 28, 2023 that the Juicebox appears to finally be working. Based on this response there are no further product quality issues in our ticketing system.   If ************ has any product quality issues that cause his unit to not charge properly in the future, he may reach out to the ************* team via phone, chat email, etc. for resolution.
  We have addressed the customers product quality inquiry in accordance with Enel X Way policy, and the matter is now closed.
  Please let us know if you have any questions.
  *******************, Head of *************

  Customer response

  11/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a new 48 amp 2 phase EV charger from a retailer. In February. The charger was installed at my residence in April after I purchased a new EV car.I have had problems with the charger sporadically not working and called Enel x a half a dozen times in an attempt to resolve this issue. On September ********************************************************** that the internal GFI has gone bad and stated that they would replace it. A $200 deposit was paid. After several days I called to check on the shipping status. At that time I confirmed that the replacement unit would be a new unit and not a refurbished unit. I was informed that it would be a refurbished unit. I expressed my disgust with this solution and asked that someone in management call me. It is my opinion that replacing a charger that has less than 6 months use with a charger that could be several months old and thats obviously had problems previously is not acceptable. $800 is a lot of money and a refurbished charger is not a acceptable solution to me

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a residential EV smart charging station (JuiceBox) from Enel X. The charger was working perfectly and the app that controlled it was really nice. The company suddenly forced all customers to migrate to a new app or we could no longer use our charger. This included being forced to agree to new terms of service and privacy! What is worse is that the new app is seriously dysfunctional to the point that the charger is all but useless now. I cannot reliably charge me car any longer and I cannot use the scheduled charging time, which is the entire point of a smart charger. This is beyond unacceptable. It is as if the company has reached out and flicked a switch and made my charger obsolete. This is a charger I own and paid a lot of money to not only buy, but install with electrical work needed. They have no right to effectively damage and ruin my charging system. It is as if they broke into my garage and smashed it with a hammer, only they did it from afar with this forced update to a severely dysfunctional app.Worse, the company is aware of the problem but are slow to admit to it. Only after their tech support or customer service play dumb for a while asking what the problem is will they say sorry, we can't help you. There is no fix right now. But they definitely know and admit to the problems.But now I see online some people were migrated over a month ago and were having this problem then. So unknown when or if this problem will be fixed?? And my charger is effectively ruined and obsolete until they fix it. But the company says nothing.It is not right that they should be able to just reach out and ruin my product with a flick of a switch. I never agreed to that, not would anyone. So either fix the problem or buy back the charger and I will buy elsewhere. I WAS a satisfied customer, but now I have never been more alarmingly dissatisfied with a company. What a terrible, terrible way to lose business and favorable impression.

  Business response

  09/28/2023

  This is in response to BBB complaint, Case No.20618810.  We have investigated the information set forth in the complaint and our records show that the customer has been assisted on multiple occasions by the ************* team.   The customer also accepted, as part of our most recent Enel X Way app migration, the updated Enel X Way Terms &Conditions.  On September 28, 2023 the customer was contacted to more effectively assist with his Juicebox issues and was also offered an Amazon gift card of $200, both of which he accepted. 
  Our records now indicate that we have addressed the customers inquiry in accordance with Enel X Way policy, and the matter is now closed.
  

  *************************, Head of *************

  Customer response

  09/28/2023

  I was forced to accept the terms of service and privacy or I could no longer use the charger.  I had no choice but to be migrated and accept these terms as my charger and EV were effectively being held hostage. I could not charge the car or use the charger that i own and paid $743 plus electrician and installation costs.  I could not drive my approx. $60,000 car unless i agreed.  That is unethical if not illegal conduct.

  The only help I received was confirmation after exhaustive efforts that there is a problem and there is no solution and the situation has existed for months for some cuatomers.

  The $200 was offered out of nowhere with no other explanation or help, i I said I would take what they give me but that it does not make me whole or satisfy my grievance.

  They offered this $200 today and almost immediately I get this follow up from BBB so it seems they may be trying to buy my silence!   Yes, $200 is better than nothing, but they did nothing to solve the problem and I am still captive to their new app and the extorted agreement which prevents my charger from working and subjects my charger to them s******* up or disabling at any point in time without my knowledge or consent.

  This $200 now makes more sense to me, but the gist of their response that they tried to help, or assist, or fix the problem or were in contact with me is generally false.  It is misleading through use of selective facts presented out of context and in a misleading manner.   The typical half-truth misdirection that anyone knowing the whole story would recognize as being false.

  Business response

  10/05/2023

  This is in response to updated BBB complaint, Case No.20618810.  We have investigated the information set forth in the complaint.  I reached out to Mr. ***** personally to discuss the issues with his unit twice this week.  The charging issue with his juicebox was isolated by our backend team and the unit is now functioning as it should,charging his car during its scheduled time, and there are no further product quality issues.   If Mr. ***** has any product quality issues that cause his unit to not charge properly in the future, he may reach out to the ************* team via phone, chat, email, etc. for resolution.
  We have addressed the customers product quality inquiry in accordance with Enel X Way policy, and this matter is now closed.
  Please let us know if you have any questions.
  *******************, Head of *************

  Customer response

  10/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution satisfies the most immediate and damaging part of my complaint: i could no longer use the charger and now I can.

  The fact still remains that the company unilaterally decided to implement the change that made my charger cease to function and there is no garauntee they will not do the same in the future.  I have no control and they unethically reserve the right to make such changes without my knowledge or consent.  Further, they extorted the agreement to their NEW terms of service and privacy by holding my charger hostage; i was unable to use it until I agreed.  This is unethical at best if not illegal.

  Unfortunately, short of court action there may be nothing that can be done to satisfy this aspect or my complaint.  So I feel that what has been done is as much as they are empowered to correct and likely all that can be accomllished through a better business bureau complaint.

  I would still caution anyone of doing business with them given their practices.  I remain vulnerable to their whims and mistakes and subject to an agreement that was extorted, where they now feel *********** collect information I never would have agreed to without their hostile coersion, and it is unlike any product or company I have ever dealt with in my life.  Unethical and I would be very surprised if their actions are not illegal.

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

  
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  After several months of issues with Enel X Juciebox 40 EV Charger, I contacted the customer support team at ********************** regarding my Juciebox 40 EV Charger in May of 2023. The reason for contacting the customer support was in regards to my product no longer functionally normally. After 4 months of communication with no resolution. The customer service team has not be able to identify or resolve the issue with their product. I have respectfully asked to be refunded so that we can go our separate ways. I have included my email correspondence between myself and two customer service representatives. What is not shown, is the numerous phone calls made to the the customer service team to address my situation.Aside from the tremendous frustration caused by their product not performing and the lack of timely communication, I have incurred additional expenses from having to use a public charger to charge my elective vehicle. The rates at a public charger are significantly more expenses than if I were to charge at home.My objective is to be refunded in the amount of $645.42 which is what was paid for the product. Please help me obtain a resolution.

*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. ↩