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:11/06/2023

  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 was provided 3 years free charging with ** *** and that is the reason I purchased my ***. However the charger always throws error for 4-5 times and I have to wait almost 20 mins every time to charge. Due to this feature I am unable to use free charging feature at electrify America and hence I would like to register a complaint.I complained this so many times to Electrify America and they do nothing to this complaint. I have multiple recordings pf this happening.

  Business Response

  Date: 11/30/2023

  November 28, 2023

  Dear Dispute Resolution Team:
  

  I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated November 9, 2023, under the above-referenced file number and the related complaint regarding Complaint ID ******** (the “Complaint”). I will refer to the person that made this complaint as the “Complainant”.
  Electrify America is a coast-to-coast electric vehicle (“EV”) charging station operator and as part of its services, offers customers direct current (“DC”) fast charging services for EVs. The Company is currently the largest open DC fast charging network in the U.S., and is investing more than $2 billion in Zero Emission Vehicle (“ZEV”) infrastructure, education and access. 

  The investment will enable millions of Americans to discover the benefits of electric driving and support the build-out of a nationwide network of ultra-fast community and highway chargers that are convenient and reliable. By 2026 the company expects to expand to 49 states and the District of Columbia, supporting increased ZEV adoption with a network that is comprehensive, technologically advanced and customer friendly.
  
  Electrify America’s portfolio of charging stations around the country is still in its early stages1, and is growing rapidly2. As part of Electrify America’s commitment to provide
  customers with a quality charging experience, Electrify America maintains a comprehensive maintenance and management program for its EV charging stations, and 
  monitors charging stations through a number of channels. Electrify America maintains a Contact Center, which operates 24 hours a day, 7 days a week, 365 days a year to provide Tier 1 support for customers. Additionally, and importantly, the Contact Center has linguists available to respond in 240 languages and dialects if the customer’s first language is not English.

  Electrify America’s Network Operation Center is staffed by engineers around the clock to respond to technical issues and dispatch maintenance to the stations, if needed. The
  Electrify America network is proactively monitored through a backend software system to ensure the Electrify America chargers are online and available for customers, and if issues occur, technical assessment is conducted promptly and escalated to the appropriate channel for diagnosis, response, and repair.

  Electrify America has teamed with numerous car manufacturers to offer various charging packages, or “premium offers” to customers that purchase new EVs. One such premium offer is available to Model Year 2023 Volkswagen ID.4 consumers that purchased a new-model EV from an authorized ********** retailer, where such purchaser is eligible to receive, from the date of vehicle purchase and subject to various conditions, 30 minute DC-fast charging and 60 minutes of Level 2 charging sessions for a three year period (the “Plan”).3 According to Company records, the Complainant is a recipient of the Plan. 

  The Complainant states that when charging their vehicle “the charger always throws [sic] error for 4-5 times and I have to wait almost 20 [minutes] every time to charge”. They go on to state that “due to this feature I am unable to use free charging feature”. Concerning their desired settlement, they ask for a refund, although the Complaint does not detail a specific instance or amount.

  After investigating our records internally, I am told that the Complainant called the Electrify America Contact Center on October 19, 2023 to report a charger connection
  problem using the app and said they tapped on the charger’s NFC reader, using their credit card which, in turn, billed Complainant’s credit card. The Complainant asked for a refund of this session because they could not connect to the Plan’s NFC reader to utilize the Plan benefit. The Contact Center Representative, after further investigation and per Company policy, issued a credit request and I am told the Complainant was refunded $4.80 on October 27, 2023 for that charging session. I am told that the Complainant has not asked the Company for any further refund. 

  While it is unfortunate that the Complainant may have experienced a problem in charging their vehicle, they have received a full refund to their credit card for a reported unsuccessful charging session. Should the Complainant have any further questions, they should please contact the Electrify America Contact Center 24/7/365 at 1-************.

  Sincerely,
  ***** *********
  Senior Counsel

• Initial Complaint

  Date:11/01/2023

  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.

  Using Electrify America is a total nightmare. 1. Most chargers do not give the advertised speed. I understand the variables. At no time has the service ever provided the advertised speeds. Usually, it defaults to close to half for most of the charging duration. Most times it may burst up to 75 PC of advertised speed but rapidly tails off. Metrics recorded only record max speed reached in a session.l, disingenuously. 2. All of America knows how most chargers appear to have at least broken charger. This is true in the Bay Area. Always one is knackered. ***** never has any broken. 3. The pathetic number of chargers are not fit for purpose. Insufficient leading to stress for many. 4. The app and the stations regularly crash. 5. The whole experience is clunky compared to other providers. Electrify America is known as a joke in the US. I feel that as a compliance operation they are not even trying. This is a horrendous mess and unacceptable from start to finish throughout the company and its operations. Recommend regulators take a very hard look at them.

  Business Response

  Date: 12/06/2023

  December 5, 2023

  Dear Dispute Resolution Team:
  

  I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated November 12, 2023, under the above-referenced file number and the related complaint regarding Complaint ID ******** (the “Complaint”). I will refer to the person that made this complaint as the “Complainant”.
  Electrify America is a coast-to-coast electric vehicle (“EV”) charging station operator and as part of its services, offers customers direct current (“DC”) fast charging services for EVs. The Company is currently the largest open DC fast charging network in the U.S., and is investing more than $2 billion in Zero Emission Vehicle (“ZEV”) infrastructure, education and access.

  The investment will enable millions of Americans to discover the benefits of electric driving and support the build-out of a nationwide network of ultra-fast community and highway chargers that are convenient and reliable. Electrify America expects to have more than 1,800 total charging stations with over 10,000 individual chargers in the United States and Canada by 2026. During this period, the company will be expanding to 49 states and the District of Columbia, supporting increased ZEV adoption with a network that is comprehensive, technologically advanced and customer friendly.
  
  Electrify America’s portfolio of charging stations around the country is still in its early stages1, and is growing rapidly2. As part of Electrify America’s commitment to provide
  customers with a quality charging experience, Electrify America maintains a comprehensive maintenance and management program for its EV charging stations, and monitors charging stations through a number of channels. Electrify America maintains a Contact Center, which operates 24 hours a day, 7 days a week, 365 days a year to provide Tier 1 support for customers. Additionally, and importantly, the Contact Center has linguists available to respond in 240 languages and dialects if the customer’s first language is not English.

  Electrify America’s Network Operation Center is staffed by engineers around the clock to respond to technical issues and dispatch maintenance to the stations, if needed. Electrify America has engaged a third-party maintenance and repair vendor to perform routine, regular, pro-active campaign, and emergency maintenance to help keep the charging stations operational. Lastly, the Electrify America network is proactively monitored through a backend software system to ensure the Electrify America chargers are online and available for customers, and if issues occur, technical assessment is conducted promptly and escalated to the appropriate channel for diagnosis, response, and repair.

  The Complainant alleges that “most [Electrify America] chargers do not give the advertised speed” and at “no time has the service ever provided the advertised speeds”. The
  Complainant goes on to say that all “of America knows how most chargers appear to have at least [one] broken charger” and they finally say “the app and the stations regularly crash.”

  The Complaint relays no specific charger or station location regarding these issues. Also, the Complainant does not relate an example where they could not procure a charge from an Electrify America charging station. The Complainant’s desired resolution is solely a request for contact by the business.
  

  Our records show the Complainant contacted the Customer Contact Center most recently on June 9 and June 16 via Electrify America’s Mobile App Feedback to report generalized challenges with their charging sessions while at the San Leandro, California station. I am told that the Complainant, however, was able to complete their charge in each instance. My investigation shows no call to the Contact Center since then, nor any “request for contact” to Electrify America, of which the Complainant states as their desired resolution.

  Concerning the San Leandro station, Electrify America has four chargers at this station. I am told that as of December 5, 2023, three of the four chargers are available and I am also told that a service ticket has been opened for the one faulty charger, and that our service operations team will dispatch technicians to the site to make the necessary repairs as soon as possible. It is important to note that the real-time available charging speeds and availability for the chargers referenced in the Complaint are reflected within the Electrify America app3.

  With reference to the Complainant’s assertion that the Company’s advertised charger speeds “do not [charge at] advertised speeds”, Electrify America’s charger labels clearly state that charging speeds are “up to” 150kW.4 Additionally, there are a variety of factors that do affect how fast an EV charges, including ambient temperature, charger type, battery condition and initial state of charge, vehicle condition, and others. Importantly, these qualifications are stated in Electrify America’s charger screen5 and are visible to all customers before they commence a charging session.

  Electrify America takes the Complainant’s allegations seriously, and is committed to bringing a quality charging experience to its customers. Electrify America appropriately
  discloses charging speed capabilities and continues to work hard to provide maintenance and any necessary repairs to help keep the charging stations operational. Should the
  Complainant have any further questions, they should please contact the Electrify America Contact Center 24/7/365 at ###-###-####.
  
  Sincerely,
  

  Senior Counsel

• Initial Complaint

  Date:10/30/2023

  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.

  The electrify America charging grid is extremely unreliable and very seldom works as advertised. Drivers are being stranded and the business does not fulfill its promises of having a network to rely on.

  Business Response

  Date: 12/06/2023

  December 6, 2023

  Dear Dispute Resolution Team:
  

  I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated November 12, 2023, under the above-referenced file number and the related complaint regarding Complaint ID ******** (the “Complaint”). I will refer to the person that made this complaint as the “Complainant”.
  Electrify America is a coast-to-coast electric vehicle (“EV”) charging station operator and as part of its services, offers customers direct current (“DC”) fast charging services for EVs. The Company is currently the largest open DC fast charging network in the U.S., and is investing more than $2 billion in Zero Emission Vehicle (“ZEV”) infrastructure, education and access. 

  The investment will enable millions of Americans to discover the benefits of electric driving and support the build-out of a nationwide network of ultra-fast community and highway chargers that are convenient and reliable. Electrify America expects to have more than 1,800 total charging stations with over 10,000 individual chargers in the United States and Canada by 2026. During this period, the company will be expanding to 49 states and the District of Columbia, supporting increased ZEV adoption with a network that is comprehensive, technologically advanced and customer friendly.

  Electrify America’s portfolio of charging stations around the country is still in its early stages1, and is growing rapidly2. As part of Electrify America’s commitment to provide
  customers with a quality charging experience, Electrify America maintains a comprehensive maintenance and management program for its EV charging stations, and monitors charging stations through a number of channels. Electrify America maintains a Contact Center, which operates 24 hours a day, 7 days a week, 365 days a year to provide Tier 1 support for customers. Additionally, and importantly, the Contact Center has linguists available to respond in 240 languages and dialects if the customer’s first language is not English.

  Electrify America’s Network Operation Center is staffed by engineers around the clock to respond to technical issues and dispatch maintenance to the stations, if needed. Electrify America has engaged a third-party maintenance and repair vendor to perform routine, regular, pro-active campaign, and emergency maintenance to help keep the charging stations operational. Lastly, the Electrify America network is proactively monitored through a backend software system to ensure the Electrify America chargers are online and available for customers, and if issues occur, technical assessment is conducted promptly and escalated to the appropriate channel for diagnosis, response, and repair.

  The Complainant broadly and without specifics states that the “[Electrify America] charging grid is extremely unreliable and very seldom works as advertised”. The Complainant goes on to say that “drivers are being stranded and the business does not fulfill its promises of having a network to rely on”. The Complaint relays no specific charger or station location regarding these issues. Also, the Complainant does not relate an example where they could not procure a charge from an Electrify America charging station. The Complainant’s desired resolution is solely a replacement, but for what, specifically is not identified.

  With reference to the Complainant’s general allegation of Electrify America chargers leading to them being “stranded”, to my knowledge, the Contact Center has no record of
  any communication from the Complainant concerning such instance. Further, concerning the allegation that Electrify America does not fulfill its “promises of having a network to
  rely on”, they give no details or specifics to that end. 

  Electrify America takes the Complainant’s allegations seriously, and is committed to bringing a quality charging experience to its customers. Should the Complainant have any
  further questions, they should please contact the Electrify America Contact Center 24/7/365 at ###-###-####.
  

  Sincerely,

  Senior Counsel

• Initial Complaint

  Date:10/24/2023

  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.

  Charging station continually breaking down and not working at ***** ***** **** malibu ca Customers are constantly calling to complain and no one is coming to repair the stations. The closest charging station is 20m away.

  Business Response

  Date: 11/17/2023

  November 16, 2023

  Dear Dispute Resolution Team:

  I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated October 26, 2023, under the above-referenced file number and the related complaint regarding Complaint ID ******** (the “Complaint”). I will refer to the person that made this complaint as the “Complainant”.

  Electrify America is a coast-to-coast electric vehicle (“EV”) charging station operator and as part of its services, offers customers direct current (“DC”) fast charging services for EVs. The Company is currently the largest open DC fast charging network in the U.S., and is investing more than $2 billion in Zero Emission Vehicle (“ZEV”) infrastructure, education and access. 

  The investment will enable millions of Americans to discover the benefits of electric driving and support the build-out of a nationwide network of ultra-fast community and highway chargers that are convenient and reliable. By 2026 the company expects to expand to 49 states and the District of Columbia, supporting increased ZEV adoption with a network that is comprehensive, technologically advanced and customer friendly.

  Electrify America’s portfolio of charging stations around the country is still in its early stages1, and is growing rapidly2. As part of Electrify America’s commitment to provide customers with a quality charging experience, Electrify America maintains a comprehensive maintenance and management program for its EV charging stations, and monitors charging stations through a number of channels. Electrify America maintains a Contact Center, which operates 24 hours a day, 7 days a week, 365 days a year to provide Tier 1 support for customers. Additionally, and importantly, the Contact Center has linguists available to respond in 240 languages and dialects if the customer’s first language is not English.

  Electrify America’s Network Operation Center is staffed by engineers around the clock to respond to technical issues and dispatch maintenance to the stations, if needed. Electrify America has engaged a third-party maintenance and repair vendor to perform routine, regular, pro-active campaign, and emergency maintenance to help keep the charging stations operational. The Electrify America network is proactively monitored through a backend software system to ensure the Electrify America chargers are online and available for customers, and if issues occur, technical assessment is conducted promptly and escalated to the appropriate channel for diagnosis, response, and repair.

  The Complainant states that they use the Malibu, California charging station and that it is “continually breaking down and…no one is coming to repair the stations”. The Complainant’s desired settlement is “contact by the business”. However, I am told that the Complainant has spoken with our Contact Center on October 9 and 24 regarding the charging station. Finally, the Complainant does not relate an example where they could not procure a charge from an Electrify America charging station.
  Electrify America has three chargers at this Malibu, California station. I am told that as of November 13, 2023, only one charger is inoperative at this site. I am further told that a service ticket has been opened for the non-functional charger, and that our service operations team will dispatch technicians to the site to make the necessary repairs as soon as possible. It should be noted here that the real-time available charging speeds and availability for the chargers referenced in the Complaint are reflected within the Electrify America app

  It is also important to note that global supply chain issues have affected businesses on a world-wide scale, and EV charging networks such as Electrify America are not immune.

  The Company is working to mitigate these issues, and reduce its response time to repair any of its chargers that may be dependent on supply chain-impacted parts.
  Specifically, Electrify America has taken significant steps to help mitigate supply chain interruptions, including instituting a domestic parts inventory and warehousing
  operation. The Company continues to work with its suppliers to improve its maintenance response time despite global supply challenges, and will strive to increase
  its operational time as a result.

  Electrify America takes the Complainant’s allegations seriously, and is committed to bringing a quality charging experience to its customers. The Company has a service ticket opened for the non-functional charger at the Malibu, California station and the Company has spoken to the Complainant. Should the Complainant have any further questions, they should please contact the Electrify America Contact Center 24/7/365 at 1-************.
  

  Sincerely

  Senior Counsel

• Initial Complaint

  Date:10/06/2023

  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 (EA), in partnership with **** is offering 2 years of free charging when purchasing a new *** vehicle. During the vehicle delivery process, my dealer instructed me how to activate the EA offer plan, but at no point was I advised that the plan would be locked onto my singular My*** ID. Later, I tried activating the plan on my wife's My*** ID, but the request was rejected by EA because the plan was already active. Upon calling EA, I would told that the offer could only be activated once and that I could not transfer the plan to my wife's ID. They suggested I give my wife my ID and password and she could log in with my ID, which is a violation of personal privacy and I suspect to be unethical if not illegal. As a result, since my wife is the primary driver of the vehicle and we wish to retain individual My*** ID accounts, the free charging offer is useless to me, and has no material value, although it was advertised as such by both *** and EA.

  Business Response

  Date: 11/20/2023

  November 20, 2023

  Dear Dispute Resolution Team:
  

  I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated October 29, 2023, under the above-referenced file number and the related complaint regarding Complaint ID ******** (the “Complaint”). I will refer to the person that made this complaint as the “Complainant”.

  Electrify America is a coast-to-coast electric vehicle (“EV”) charging station operator and as part of its services, offers customers direct current (“DC”) fast charging services for EVs. The Company is currently the largest open DC fast charging network in the U.S., and is investing more than $2 billion in Zero Emission Vehicle (“ZEV”) infrastructure, education and access. 

  The investment will enable millions of Americans to discover the benefits of electric driving and support the build-out of a nationwide network of ultra-fast community and highway chargers that are convenient and reliable. By 2026 the company expects to expand to 49 states and the District of Columbia, supporting increased ZEV adoption with a network that is comprehensive, technologically advanced and customer friendly.

  Electrify America’s portfolio of charging stations around the country is still in its early stages1, and is growing rapidly2. As part of Electrify America’s commitment to provide customers with a quality charging experience, Electrify America maintains a comprehensive maintenance and management program for its EV charging stations, and monitors charging stations through a number of channels. Electrify America maintains a Contact Center, which operates 24 hours a day, 7 days a week, 365 days a year to provide Tier 1 support for customers. Additionally, and importantly, the Contact Center has linguists available to respond in 240 languages and dialects if the customer’s first language is not English.

  Electrify America’s Network Operation Center is staffed by engineers around the clock to respond to technical issues and dispatch maintenance to the stations, if needed. Electrify America has engaged a third-party maintenance and repair vendor to perform routine, regular, pro-active campaign, and emergency maintenance to help keep the charging stations operational. The Electrify America network is proactively monitored through a backend software system to ensure the Electrify America chargers are online and available for customers, and if issues occur, technical assessment is conducted promptly and escalated to the appropriate channel for diagnosis, response, and repair. 

  Electrify America has teamed with numerous car manufacturers to offer various charging packages, or “premium offers” to customers that purchase new EVs. One such premium offer is available to Model Year 2023 *** ** consumers that purchased a new EV from an authorized *** retailer, where such purchaser is eligible to receive, from the date of vehicle purchase and subject to various conditions, two years of included 30-minute DC-fast charging sessions and 60 minutes of Level 2 charging (the “Plan”). 

   The Complainant is a recipient of this Plan.

  The Complainant says “my dealer instructed me how to activate the [Electrify America] offer plan, but at no point was I advised that the plan would be locked onto my singular My*** ID”. They go on to say they later “tried activating the plan on my wife’s My*** ID but the request was rejected by [Electrify America] because the plan was already active”.

  The Complainant’s desired settlement is to “deactivate the free charging offer on My*** ID and activate the free charging offer on my wife’s My***”.
  

  My investigation into this matter shows the Complainant contacted the Customer Contact Center on October 6, 2023 and requested the Plan to be moved to his wife’s account. The Representative advised the Complainant that the Company was unable to transfer the Plan to anyone else.

  The Plan Terms, of which must be accepted by a customer before the Plan’s activation, state that the customer’s complimentary charging benefit may only be used by the customer that initially activates the Plan:

  This credit is not returnable or redeemable for any cash value, and may not be sold, loaned, or otherwise distributed to any third party for any reason. You may not transfer any portion of the credit to any other Electrify America or *** account. 

   Emphasis added.
  Following the language in the Plan Disclosure above, of which the Complainant agreed to before activating their plan benefit, the Company unfortunately cannot transfer the Complainant’s premium offer as Complainant has requested. 

  Should the Complainant have any further questions, they should please contact the Electrify America Contact Center 24/7/365 at ###-###-####.
  

  Sincerely,

  ***** *********
  Senior Counsel
  

• Initial Complaint

  Date:10/03/2023

  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 was charged a refill fee on an account that wasn't below the threshold to trigger the refill. On September 3, 2023 I was charged $60.00 for a refill of my available funds when it reached the $5.00 balance threshold. I was charged a second time on September 16, 2023. I did not use the services to reduce my available balance to the $5.00 threshold. Thus I was charged, but the balance is not reflected. I've called 3 times between 10/2/23 and 10/3/23. The call goes through an automated prompt, stating all representatives are busy please hold. I've stayed in that prompt for 7-30 minutes each call and no one ever connects. I've connected to the chat service. In each case a message appears that I am #2 in line. After 5-15 minutes the screen refreshes with a message that no representatives are available. There is no way to contact the company. I want a refund of the second charge.

  Business Response

  Date: 11/17/2023

  November 16, 2023 

  Dear Dispute Resolution Team:
  

  I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated October 28, 2023, under the above-referenced file
  number and the related complaint regarding Complaint ID ******** (the “Complaint”). I will refer to the person that made this complaint as the “Complainant”.

  Electrify America is a coast-to-coast electric vehicle (“EV”) charging station operator and as part of its services, offers customers direct current (“DC”) fast charging services for EVs. The
  Company is currently the largest open DC fast charging network in the U.S., and is investing more than $2 billion in Zero Emission Vehicle (“ZEV”) infrastructure, education and access.
  The investment will enable millions of Americans to discover the benefits of electric driving and support the build-out of a nationwide network of ultra-fast community and highway
  chargers that are convenient and reliable. By 2026 the company expects to expand to 49 states and the District of Columbia, supporting increased ZEV adoption with a network that
  is comprehensive, technologically advanced and customer friendly. 

  Electrify America’s portfolio of charging stations around the country is still in its early stages1, and is growing rapidly2. As part of Electrify America’s commitment to provide
  customers with a quality charging experience, Electrify America maintains a comprehensive maintenance and management program for its EV charging stations, and
  monitors charging stations through a number of channels. Electrify America maintains a Contact Center, which operates 24 hours a day, 7 days a week, 365 days a year to provide
  Tier 1 support for customers. Additionally, and importantly, the Contact Center has linguists available to respond in 240 languages and dialects if the customer’s first language
  is not English.
  

  Electrify America’s Network Operation Center is staffed by engineers around the clock to respond to technical issues and dispatch maintenance to the stations, if needed. Electrify
  America has engaged a third-party maintenance and repair vendor to perform routine, regular, pro-active campaign, and emergency maintenance to help keep the charging
  stations operational. The Electrify America network is proactively monitored through a backend software system to ensure the Electrify America chargers are online and available
  for customers, and if issues occur, technical assessment is conducted promptly and escalated to the appropriate channel for diagnosis, response, and repair.
  

  The Complainant states that they were “charged a refill fee on an account that wasn’t below the threshold to trigger the refill” and “On September 3, 2023 I was charged $60.00 for a
  refill of my available funds when it reached the $5.00 balance threshold”. They go on to say that they were “charged a second time on September 16, 2023” and that they “did not
  use the services to reduce my available balance to the $5.00 threshold”. Concerning their desired settlement, they ask for a refund, ostensibly for $60.00, representing the auto
  reload amount chosen by the customer. 

  After investigating our records internally, I am told that the Complainant reached the Contact Center via the app chat feature on October 3, 2023 stating they were charged an
  auto reload fee on September 3 and again on September 16 and they requested a refund.
  

  The Contact Center Representative advised the Complainant there is a $5.00 minimum balance that must be held in their Electrify America app’s wallet, and that money will be
  reloaded (the amount to be determined by the customer) when a customer’s balance drops below this $5.00 minimum amount. This is stated and shown clearly in the user-flow
  when one creates an Electrify America account on the Electrify America app, and can be seen by an app user at any time, when using the app after they tap on the app’s
  “Account” tab3.

  The Electrify America app Terms of Use4 (the “Terms of Use”) references the required preloading of funds to an Electrify America account:

  9.1 Loading of Funds. The [app] may require You to load a dollar value to Your account using Your credit or debit card on file in order to make payments at Company’s electric vehicle charging stations using the [app]. Any value that You load to Your account is a prepayment for the goods and services offered to You through the [app]... Company may require that You load a minimum amount to Your account in order to use the account’s payment functionalities or other features. 5
  Emphasis added.
  Importantly, the Terms of Use must be accepted by a customer before activating an Electrify America Pass or Pass+ Membership.
  The Terms of Use also state the following:
  9.2 Reloading of Funds. To use the [app] to make payments, You may be required to agree to the Solution’s automatic reload feature. The Solution will reload Your account by automatically
  charging the credit or debit card credentials that You have stored through the [app] whenever Your account balance falls below a certain, defined amount indicated at sign up.
  6 Emphasis added.
  I am told that the Complainant was told by the Contact Center Representative via chat7 message (of which the Complainant initiated with the Contact Center on October 3, 2023),
  that in both instances, their balance fell below the $5.00 minimum and that their account was properly charged $60, the auto-reload amount was determined by the customer. The
  aforementioned chat message exchange in Exhibit “C” below with the Company’s Contact Center shows that the Complainant acknowledged this fact. Therefore, the Complainant is
  not due any refund.

  Should the Complainant have any further questions, they should please contact the Electrify America Contact Center 24/7/365 at ###-###-####.
  

  Sincerely,
   
  Senior Counsel

• Initial Complaint

  Date:09/25/2023

  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 is the sole reason why I decided to change from a ******** to a *****. And part of the reason why I have tried to talk anyone out of buying a non-***** EV. I wasted 2-4 hours every time I needed to charge: 15-30 minutes to get to the charging station, 1-2 hours waiting for an available charger, and 1 hour to charge. Half of the chargers were down; at some stations in the middle of nowhere like Olancha, CA, all of the chargers were down. In my short time charging there, not only did I develop a consistent sunburn from waiting in the unrelenting shade for 2-4 hours, but I also went ***** on line-cutters and people who decided that it was okay to remove the charger from my ********. But this is not about their 1 star infrastructure, design, or service. I deleted my account before I was able to gather my receipts. When I called customer service, they confirmed that I wasn't able to acquire these records. I am asking Electrify America to be transparent and provide my charging history records and receipts, including monthly subscription fees, top-ups, and autorenewal fees. 

  Business Response

  Date: 11/01/2023

  November 1, 2023

  Dear Dispute Resolution Team:
  

  I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated October 8, 2023, under the above-referenced file number and the related complaint regarding Complaint ID ******** (the “Complaint”). I will refer to the person that made this complaint as the “Complainant”.
  Electrify America is a coast-to-coast electric vehicle (“EV”) charging station operator and as part of its services, offers customers direct current (“DC”) fast charging services for EVs. The Company is currently the largest open DC fast charging network in the U.S., and is investing more than $2 billion in Zero Emission Vehicle (“ZEV”) infrastructure, education and access. 

  The investment will enable millions of Americans to discover the benefits of electric driving and support the build-out of a nationwide network of ultra-fast community and highway chargers that are convenient and reliable. By 2026 the company expects to expand to 49 states and the District of Columbia, supporting increased ZEV adoption with a network that is comprehensive, technologically advanced and customer friendly.
  

  Electrify America’s portfolio of charging stations around the country is still in its early stages1, and is growing rapidly2. As part of Electrify America’s commitment to provide
  customers with a quality charging experience, Electrify America maintains a comprehensive maintenance and management program for its EV charging stations, and
  monitors charging stations through a number of channels. Electrify America maintains a Contact Center, which operates 24 hours a day, 7 days a week, 365 days a year to provide Tier 1 support for customers. Additionally, and importantly, the Contact Center has linguists available to respond in 240 languages and dialects if the customer’s first  language is not English.

  Electrify America’s Network Operation Center is staffed by engineers around the clock to respond to technical issues and dispatch maintenance to the stations, if needed. The
  Electrify America network is proactively monitored through a backend software system to ensure the Electrify America chargers are online and available for customers, and if issues occur, technical assessment is conducted promptly and escalated to the appropriate channel for diagnosis, response, and repair.
  

  Electrify America offers two ways of charging and options for payment at our charging stations. Each charger is equipped with a credit-card reader, and a fifteen-inch touchscreen that describes the details of how one can charge at (the “Human-Machine Interface”, or “HMI”) should the consumer prefer, Electrify America also provides an app for both ******* OS and ***** *OS that allows for payment, and commencement of a charging session (a “Session” or “Sessions”) available through one’s smart-phone. The Complainant chose to download the app and create an account.

  In the Complaint, the Complainant states that “I deleted my account before I was able to gather my receipts” and they go on to say they contacted the Electrify America Contact
  Center and “they [Electrify America] confirmed that I wasn’t able to acquire these records”.
  

  Concerning their desired settlement, they ask that the Company provide charging history records and receipts, including monthly subscription fees, top-ups, and auto-renewals.

  After investigating our records internally, I am told that the Complainant called the Electrify America Contact Center to report they deleted their account via the app, and no
  longer had access to the history of their charging sessions. I am told that the Contact Center representative advised the Complainant on September 25, 2023 that per the
  Electrify America Terms of Use3, which must be agreed to by the customer before creating an account in the app, that a customer’s charging session history is only available via the Electrify America app.

  Specifically, Section 10(d) of the Terms of Use states the following: “You can check Your transaction history and balance through the [app].” Emphasis added. The Terms of Use
  gives no other option for customers to view, or to be sent, their transaction or session history.

  While it is unfortunate that the Complainant deleted their account in the Electrify America app, before saving their transaction history, per the Terms of Use, the Company is unable to provide the Complainant with any further assistance on this matter. Should the Complainant have any further questions, they should please contact the Electrify America Contact Center 24/7/365 at ###-###-####.

  Sincerely,
  

  ***** *********
  Senior Counsel

  Customer Answer

  Date: 11/07/2023

  [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: ********
  
  I am rejecting this response because:

  First, I'd like to mention that I didn't have a choice in downloading the app because your credit card readers don't work!!! Not sure why you think people would prefer to keep getting auto-charged and confused by choice; your app is glitchy and poorly designed. Next, I'm not sure whether there are legitimate Electrify America charges on my account. Will I only be able to obtain my receipts/records by charging back on every single Electrify America transaction? Surely, you will have to provide the credit card company records/receipts to prove the legitimacy of the charges. Also, Electrify America's stance is particularly troubling since every single scammer can download an app, enter a fraudulent card, and delete the app; victims will have no recourse but to fight it out with their credit card companies because Electrify America doesn't believe in proper recordkeeping. Do the right thing and provide me with my receipts/records. Thank you! 
  
  

  Business Response

  Date: 11/17/2023

  November 17, 2023

  Dear Dispute Resolution Team:

  I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your follow up correspondence dated November 10, 2023, under the above-referenced file number and the related complaint regarding Complaint ID ******** (the “Complaint”). I will refer to the person that made this complaint as the “Complainant”.
  As mentioned in my response dated November 1, 2023, Electrify America offers two ways of charging and options for payment at our charging stations. Each charger is equipped with a credit-card reader, and a fifteen-inch touchscreen that describes the details of how one can charge at (the “Human-Machine Interface”, or “HMI”) should the consumer prefer, Electrify America also provides an app for both ******* OS and ***** *OS that allows for payment, and commencement of a charging session (a “Session” or “Sessions”) available through one’s smart-phone. The Complainant chose to download the app and create an account.
  

  The Complainant, in their response, states that they are “not sure whether there are legitimate Electrify America charges on my account” and they go on to question if they “will
  be able to obtain my receipts/records by charging back on every single Electrify America transaction”?
  

  To restate the Company’s original response to this Complaint, all app users, the Complainant included, must agree to the Electrify America Terms of Use1. This states that a
  customer’s charging session history is only available via the Electrify America app.
  

  Specifically, Section 10(d) of the Terms of Use states the following: “You can check Your transaction history and balance through the [app].” Emphasis added. 

  Secondly, in addition to the option of obtaining a receipt notification through the app, consumers can obtain a text message receipt at the close of their charging session2. If the Complainant chose to activate this option, they would have a receipt of their charging session in their text messages.
  

  Finally, because the Complainant has deleted their account, the Company cannot send past transaction history, as it is not be able to verify their identity against a deleted account. If the Complainant believes that illegitimate charges have been made on their credit card, then they should contact their credit card provider to dispute them.
  While it is unfortunate that the Complainant deleted their account in the Electrify America app before saving their transaction history, per the Terms of Use, the Company is unable to provide the Complainant with any further assistance on this matter. Should the Complainant have any further questions, they should please contact the Electrify America Contact Center 24/7/365 at ###-###-####.
  

  Sincerely,

  Senior Counsel

• Initial Complaint

  Date:09/22/2023

  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 BEEN at your charging stations many times only to not be able to charge due to a station unavailable or out of service. In Palm Springs there are only 4 chargers at the **** ** ******* location. I was there today and the station would not let me hook up to the electrify America for *** again , The station I was at this am is number ********* There needs to be more stations and each one should be working 100%. I finally had to use a credit card but the machine was so slow that I abandoned the station and area. I tried calling from there but after 10 minutes waiting just. hung up. The same thing happened to us in Las Vegas and Pismo Beach. We need to be refunded every time we have to pay with a credit card instead of billing the *** app for electrify,

  Business Response

  Date: 10/25/2023

  October 25, 2023

  Dear Dispute Resolution Team:

  I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated October 2, 2023, under the above-referenced file
  number and the related complaint regarding Complaint ID ******** (the “Complaint”). I will refer to the person that made this complaint as the “Complainant”.

  Electrify America is a coast-to-coast electric vehicle (“EV”) charging station operator and as part of its services, offers customers direct current (“DC”) fast charging services for EVs. The Company is currently the largest open DC fast charging network in the U.S., and is investing more than $2 billion in Zero Emission Vehicle (“ZEV”) infrastructure, education and access. 

  The investment will enable millions of Americans to discover the benefits of electric driving and support the build-out of a nationwide network of ultra-fast community and highway
  chargers that are convenient and reliable. By 2026 the company expects to expand to 49 states and the District of Columbia, supporting increased ZEV adoption with a network that
  is comprehensive, technologically advanced and customer friendly. 
  

  Electrify America’s portfolio of charging stations around the country is still in its early stages1, and is growing rapidly2. As part of Electrify America’s commitment to provide
  customers with a quality charging experience, Electrify America maintains a comprehensive maintenance and management program for its EV charging stations, and
  monitors charging stations through a number of channels. Electrify America maintains a Contact Center, which operates 24 hours a day, 7 days a week, 365 days a year to provide
  Tier 1 support for customers. Additionally, and importantly, the Contact Center has linguists available to respond in 240 languages and dialects if the customer’s first language
  is not English.
  

  Electrify America’s Network Operation Center is staffed by engineers around the clock to respond to technical issues and dispatch maintenance to the stations, if needed. The
  Electrify America network is proactively monitored through a backend software system to ensure the Electrify America chargers are online and available for customers, and if issues
  occur, technical assessment is conducted promptly and escalated to the appropriate channel for diagnosis, response, and repair.
  

  Electrify America has teamed with numerous car manufacturers to offer various charging packages, or “premium offers” to customers that purchase new EVs. One such premium offer
  is available to Model Year 2023 *** ** consumers that purchased a new-model EV from an authorized *** retailer, where such purchaser is eligible to receive, from the date of vehicle purchase and subject to various conditions, 30 minute DC-fast charging or 60 minutes of Level 2 charging sessions for a two year period (the “Plan”).3 These customers are required to use the My *** app to activate included charging sessions under this Plan. According to Company records, the Complainant is a recipient of the Plan.

  The Complainant states that they attempted to charge their vehicle at charger “number *********” located at the Electrify America Palm Springs, California station. Although they
  say they could not connect to the charger using the *** app, at no time did the Complainant reach out to the Electrify America Contact Center to report a problem. Concerning their
  desired settlement, they ask for a billing adjustment, although the Complaint does not detail the desired amount of such adjustment. 

  After investigating our records internally, I am told that the Complainant did not call the Electrify America Contact Center to report a charger connection problem using the My
  *** app. As a result of receiving this Complaint, the Contact Center contacted the Complainant on October 4, 2023 to determine what problem was encountered by the
  Complainant. During this call, the Complainant was educated by the Representative on the different ways of reaching the Contact Center in the future, if they experience a problem at
  the charger and that after receiving additional information from the Complainant, they would notify them if a refund would be approved.

  Shortly after reviewing the additional information provided by the Complainant, where it seems that the Complainant was erroneously billed for $4.32 during a complimentary
  charging session that should have been fully covered under their Plan, the Contact Center Representative advised the Complainant their credit card would be refunded that $4.32. I
  am told this amount was refunded on October 18, 2023.

  While it is unfortunate that the Complainant may have experienced a problem in charging their vehicle, they have received a full refund to their credit card for the charging session in
  question. Should the Complainant have any further questions, they should please contact the Electrify America Contact Center 24/7/365 at ###-###-####.
  

  Sincerely,
  
  Senior Counsel

• Initial Complaint

  Date:09/19/2023

  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'm deeply disappointed in the reliability of Electrify America's charging stations located in the ****** parking lot at **** * ******* **., Englewood CO *****. This is the location closest to my home. It is rare to find more than one out of the three chargers at this location actually in service. Since approximately September 2022, I have reported numerous broken chargers to the company in hopes that they will improve their maintenance program, but the reliability is actually getting worse. Frequently, I must leave the location without charging because there is a line of cars waiting to charge at the single working station (out of the three that exist). I have tried to help the company by diligently reporting outages, but the situation has not improved. The value of my free three years of charging has been materially diluted by this lack of reliability and wasted countless hours of my time driving to alternate charging locations. In addition to improved reliability, I would like a 2-year extension (through September 2027) of my free charging program as compensation for the reduced value of the existing program.

  Business Response

  Date: 10/19/2023

  October 19, 2023

  Dear Dispute Resolution Team:
  

  I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated September 25, 2023, under the above-referenced file number and the related complaint regarding Complaint ID ******** (the “Complaint”). I will refer to the person that made this complaint as the “Complainant”.
  

  Electrify America is a coast-to-coast electric vehicle (“EV”) charging station operator and as part of its services, offers customers direct current (“DC”) fast charging services for EVs. The Company is currently the largest open DC fast charging network in the U.S., and is investing more than $2 billion in Zero Emission Vehicle (“ZEV”) infrastructure, education and access.
  

  The investment will enable millions of Americans to discover the benefits of electric driving and support the build-out of a nationwide network of ultra-fast community and highway chargers that are convenient and reliable. By 2026 the company expects to expand to 49 states and the District of Columbia, supporting increased ZEV adoption with a network that is comprehensive, technologically advanced and customer friendly.
  

  Electrify America’s portfolio of charging stations around the country is still in its early stages1, and is growing rapidly2. As part of Electrify America’s commitment to provide customers with a quality charging experience, Electrify America maintains a comprehensive maintenance and management program for its EV charging stations, and monitors charging stations through a number of channels. Electrify America maintains a Contact Center, which operates 24 hours a day, 7 days a week, 365 days a year to provide Tier 1 support for customers. Additionally, and importantly, the Contact Center has linguists available to respond in 240 languages and dialects if the customer’s first language is not English.

  Electrify America’s Network Operation Center is staffed by engineers around the clock to respond to technical issues and dispatch maintenance to the stations, if needed. Electrify America has engaged a third-party maintenance and repair vendor to perform routine, regular, pro-active campaign, and emergency maintenance to help keep the charging stations operational. The Electrify America network is proactively monitored through a backend software system to ensure the Electrify America chargers are online and available for customers, and if issues occur, technical assessment is conducted promptly and escalated to the appropriate channel for diagnosis, response, and repair.
  

  Electrify America has teamed with numerous car manufacturers to offer various charging packages, or “premium offers” to customers that purchase new EVs. One such premium offer is available to Model Year 2022 Volkswagen ID.4 consumers that purchased a new-model EV from an authorized Volkswagen retailer, where such purchaser is eligible to receive, from the date of vehicle purchase and subject to various conditions, 30 minutes of DC fast charging
  for a three year period (the “Plan”).3 The Complainant is a recipient of this Plan. 

  The Complainant states that they use the Englewood, Colorado station, which is “closest to my home”. They go on to say they “have reported numerous broken chargers to the company” and that “[f]requently, I must leave the location without charging because there is a line of cars waiting to charge at the single working station (out of three that exist)”.
  

  Although the Complainant seems to refer to a “station” in the quote above, I believe they are referencing a singular “charger”, instead. They state they “have tried to help [Electrify America] by diligently reporting outages, but the situation has not improved”. The Complainant’s desired settlement is a two-year extension of their complimentary charging plan, as a result of “wasted countless hours of my time driving to alternate charging locations”. Finally, the Complainant does not relate an example where they could not procure a charge from an Electrify America charging station.
  

  After investigating our records internally, I am told that the Complainant has called the Contact Center, most recently on September 20, 2023 to report there was a frozen HMI screen at the Englewood Station on charger 02 and that charger 01 kept stopping during their session. Rather than continue troubleshooting with the Representative, the Complainant chose to leave the Englewood Station and completed their charge at the Electrify America’s Aurora, Colorado Station. It is important to note here that the real-time available charging speeds and availability for the chargers referenced in the Complaint are reflected within the Electrify America app4, and as of October 18, 2023, all chargers at the Englewood Station are showing as available. In addition, Electrify America currently has
  39 charging stations located across the state of Colorado, with three more locations coming soon.
  

  As stated above, Electrify America teams with various car manufacturers, such as **********, concerning premium offers. The car manufacturer, ********** in this case, determines the premium offer benefit and length of time during which it can be utilized by the consumer. The Company has no ability to control and is not authorized to extend such charging benefits without the consent of the manufacturer. As such, Electrify America unfortunately cannot extend the term of the Complainant’s premium offer, as requested. 
  

  Should the Complainant have any further questions, they should please contact the Electrify America Contact Center 24/7/365 at ###-###-####.
  

  Sincerely,
   
  Senior Counsel

• Initial Complaint

  Date:09/18/2023

  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 attempted to charge my car with a pass on 9/16. The charger would not work and would shut down after a few minutes. As a result, I had to use a credit card to initiate charge. I called electrify america on 9/16 to get a refund and the rep, *********, said she would file a claim and that it was no issue and I was to call back with a VIN number. I called today and spoke to ***** and she said that was not an option. She kept repeating that she would only file a service issue with the charger. How does this help the consumer?

  Business Response

  Date: 10/18/2023

  October 18, 2023

  Dear Dispute Resolution Team:
  I am counsel to Electrify America, LLC, (“Electrify America” or the “Company”) and I am in receipt of your correspondence dated September 24, 2023, under the above-referenced file
  number and the related complaint regarding Complaint ID 20620662 (the “Complaint”). I will refer to the person that made this complaint as the “Complainant”.

  Electrify America is a coast-to-coast electric vehicle (“EV”) charging station operator and as part of its services, offers customers direct current (“DC”) fast charging services for EVs. The
  Company is currently the largest open DC fast charging network in the U.S., and is investing more than $2 billion in Zero Emission Vehicle (“ZEV”) infrastructure, education and access.
  The investment will enable millions of Americans to discover the benefits of electric driving and support the build-out of a nationwide network of ultra-fast community and highway
  chargers that are convenient and reliable. By 2026 the company expects to expand to 49 states and the District of Columbia, supporting increased ZEV adoption with a network that
  is comprehensive, technologically advanced and customer friendly.

  Electrify America’s portfolio of charging stations around the country is still in its early stages1, and is growing rapidly2. As part of Electrify America’s commitment to provide
  customers with a quality charging experience, Electrify America maintains a comprehensive maintenance and management program for its EV charging stations, and
  monitors charging stations through a number of channels. Electrify America maintains a Contact Center, which operates 24 hours a day, 7 days a week, 365 days a year to provide
  Tier 1 support for customers. Additionally, and importantly, the Contact Center has linguists available to respond in 240 languages and dialects if the customer’s first language
  is not English.

  Electrify America’s Network Operation Center is staffed by engineers around the clock to respond to technical issues and dispatch maintenance to the stations, if needed. The
  Electrify America network is proactively monitored through a backend software system to ensure the Electrify America chargers are online and available for customers, and if issues
  occur, technical assessment is conducted promptly and escalated to the appropriate channel for diagnosis, response, and repair.

  Electrify America has teamed with numerous car manufacturers to offer various charging packages, or “premium offers” to customers that purchase new EVs. One such premium offer
  is available to Model Year 2022 *** *** consumers that purchased a new-model EV from an authorized *** retailer, where such purchaser is eligible to receive, from the date of vehicle
  purchase and subject to various conditions, 1,000 kWh DC-fast charging sessions for a three year period (the “Plan”).3 According to Company records, the Complainant is a recipient of
  this Plan.

  The Complainant states that they “attempted to charge my car with [their Plan] on 9/16”, but that this would not work, and as a result, they “had to use a credit card to initiate [a]
  charge”. The Complainant states that “[the Contact Center Representative] kept repeating that she would only file a service issue with the charger”, and would not give a refund for the
  aforementioned charging session. Concerning their desired settlement, they ask for a billing adjustment, but the Complaint does not detail the desired amount of such adjustment.
  Finally, the Complainant does not state that they were unable procure a charge from an Electrify America charging station.
  

  After investigating our records internally, I am told that the Complainant called the Contact Center on September 16, 2023 requesting a refund after using their credit card to start a
  charging session. The Contact Center Representative advised that because the Complainant tapped on the charger’s NFC reader, using their credit card which billed Complainant’s
  credit card, and not the Plan’s NFC reader, per Company policy, they were unable to issue a refund. Importantly, the Representative also advised the Complainant that their Plan was
  still available for future use, and that the charging session at issue was not debited from their Plan’s total 1,000 kWh charging credit allowance.
  

  Importantly, the Plan Terms, of which must be accepted by a customer before the Plan’s activation, state that the Plan benefit must be activated exclusively by using the Electrify America app “Swipe to start” or NFC Pass feature with the appropriate plan selected.
  

  5 The Plan terms do not state that the benefit may be activated via a charger’s credit card reader. It should be noted that in addition to the Plan terms setting forth the way to activate the
  Plan benefit, the Electrify America website shows the difference between the two readers6, and I have included a screenshot to this effect within Exhibit “A”, below.
  

  Because the Complainant (i) received the charging session; (ii) it was not activated in the manner prescribed by the Plan terms; and (iii) because Complainant’s Plan charging benefit
  was not debited, we are unfortunately unable to refund the Complainant for the aforementioned charging session. Should the Complainant have any further questions, they
  should please contact the Electrify America Contact Center 24/7/365 at 1-833-632-2778. 
  

  Sincerely,
   
  Senior Counsel