ComplaintsforEvgo

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi there the ** charger at this address has been broken for multiple months and still hasn't been repaired. When will this station be repaired as the cables are missing. The address with the broken charger is below. **********************************************************************************

  Business response

  11/05/2024

  We are working as quickly as possible to have the charger back in service. Unfortunately, we are unable to provide an exact date for when the charger will be operational but, please know we are working on it and sincerely apologize for any inconvenience. A note has been added to the repair tickets to reach out to the customer once the chargers are operational. 

  Customer response

  11/05/2024

   
  Complaint: 22512930
  
  I am rejecting this response because:
  
  I already contacted the business about this specifically several months ago and I was told it would be repaired soon but here we are with the exact same issue as before. It is still broken with no timeline on when it will be back in service. Many people rely on this public charger and having it out of order for multiple months is disingenuous. 
  
  Sincerely,
  
  **** ***

  Business response

  11/06/2024

  Were so sorry for the inconvenience. We are working as quickly as possible to have the charger back in service. Unfortunately, we are unable to provide an exact date for when the charger will be operational but, please know we are working on it and sincerely apologize for any inconvenience. The chargers are currently awaiting parts.

  Customer response

  11/06/2024

   
  Complaint: 22512930
  
  I am rejecting this response because:
  

  I was told the same thing multiple times and it is still several months and the charger is broken. It shouldn't be taking multiple months to wait for parts. Why is there no communication on when the part will arrive or when it will be installed as it has remained broken for a while now. 

  
  Sincerely,
  
  **** ***

  Business response

  11/06/2024

  We are working as quickly as possible to have the charger back in service. Unfortunately, we are unable to provide an exact date for when the charger will be operational but, please know we are working on it and sincerely apologize for any inconvenience. A note has been added to the repair tickets to reach out to the customer once the chargers are operational. 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  EVgo said they are unable to provide customers with a receipt if they use a credit card at their electric vehicle charging stations. I am traveling for work and an itemized receipt is required for all company travel transactions. No where on the charging station does it say this. I even signed up for an account the day before picking a charging station. I used the app to find a charging station. The message in my app said that EVgo plans and programs do not apply at this location. This location is part of EVGOs extend network... After reading this statement on their app, it sounded like I couldnt use my Pay as You Go Plan I had signed up for. So I walked over to the charging station. There was an option to then use my credit card. So I used my company travel card there. Then I went inside the ******************* to get my receipt. The lady at the counter said the ** chargers were just installed and she wasnt trained on how they work. So I went back outside and called the number on the charging station. The man on the phone said he could see the transaction in my account. He said it was the same card linked to my account with the phone number I was calling from. He said there is sometimes a delay in it showing up in your accounts transactions. I figured it would show up after the delay. So we ended the call. I got back to the hotel to check my account. There were no transactions. So I started a chat with the EVgo ************** They said they could see the transaction from today. But their policy as of 2022 they are unable to provide a receipt if you use a credit card. Which happens to be the same card linked to my account. I told them I need the itemized receipt to provide my company per their travel policy. They said they were sorry but they couldnt help me. No where does it say you cant get a receipt if you use your credit card. What company refuses to provide a receipt when they confirmed twice they could see the transaction? This was a horrible experience!

  Business response

  11/07/2024

  Hello,

  Thank you for contacting EVgo. Unfortunately, note that as of January 1, 2022, we are no longer able to pull credit card receipts for customers with our new system. 
  
  In order to view receipts/invoices for charging sessions moving forward, please use your EVgo app.

   

  I can try to locate your transaction and see if the third party billing portal created an invoice, but it would not be itemized. Please provide the first and last 4 digits of the card used, the date and time the transaction took place and the charger number.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We bought a brand new EV car and used EVgo charging stations. On the third time we charged it (only had the vehicle for 3 weeks) the charger got stuck in our car. A tech from EVgo came out and broke both the charger and our charging port on our car. He reported to his company that he did it, I have video of him doing it, I've contacted EVgo and they're giving me the run around. It's $2800 to fix our car. We have now been out a car for over 2 weeks, it's been over a week since they've responded to my emails. They keep asking for a document I've already provided and won't explain further what they need. I have missed work because of this, I'm so stressed out by it that the stress is causing my auto immune disorder to flare up. EVgo KNOWS their tech did it, they know I have proof, and they're just ignoring our emails now. We now have a car payment for a car that we don't even have BECAUSE of EVgo. I'm asking for:$2800 for repairs (document with price attached)$961 for one month of car payment (because we still don't have our car because EVgo hasn't agreed to pay it)$3000 for lost wages/time spent dealing with EVgo It's absolutely ridiculous that this company is aware that their tech caused the damages and they're trying to get out of it by ignoring us. It's also ridiculous that it's taking this long to resolve. I know they need to research it, but they know he did it, the tech put it in his report AND I have video. There's not much else to research. I've provided an estimate as well. This is a brand new car.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We use EVGO in the area to charge our EV. EV go is not posting or monitoring complaints about other patrons unplugging cars which can damage the car if the car is locked. The car being locked, locks the clip the charger is plugged into. So in essence, if someone unplugs your car it damages the clamps that hold the charger and strips the plastic strips. I have called customer service for my daughter being a minor and the car under my partner's name. I am very disappointed no follow-through or concern for damage to my daughter's car. EV go needs to monitor and be present at times with the charging stations. We pay for these services monthly. We need your help with protecting EV car owners.

  Business response

  10/21/2024

  Can you please have the customer share more details about the damages to their vehicle that they are claiming allegedly occurred because another customer pulled the connector from their vehicle?

  In order for us to investigate, please have the customer provide the year, make and model of the vehicle, the damage caused and the date and time as well as the charging site this occurred at. 

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 14th, I visited the Whole Foods Market at *********************************, to charge my electric vehicle. Upon arrival, I encountered issues with the MARIEL charger. After contacting your support line, I was advised to use the nearby ****** charger, which was indicated as the only functioning option.Unfortunately, the charging process failed after three attempts, and my vehicle displayed a warning message stating "EV System Shut Down." When I reached out for assistance, I was informed that EVGO does not take responsibility for issues related to the vehicle itself.After waiting for an hour, I arranged for my car to be towed to a nearby repair shop, but no one was available to assist me there. I ultimately had to make another arrangement to tow my car to a shop closer to my residence. It took another 3 hrs for the towing truck to arrive and found out no driver was not available until the next day. Following diagnostics, I learned that a small battery was drained and needed replacement, potentially due to the faulty charger. I believe the EVGO support team should have been aware of the chargers issues and provided more accurate guidance.I am disappointed by the level of support I received and hope you can address these concerns to prevent similar experiences for other customers. After waiting for two days, I was informed that the 12 Voltage Battery need to be replaced. Kindly consider the compensation for inconvenience. Thank you for your attention to this matter.

  Business response

  09/18/2024

  Hello we have emailed the customer on 09/18/24 with the following: 

  Dear ********,

   Thank you for getting in touch with EVgo. We apologize sincerely for the inconvenience you've experienced.
   
  As part of our standard procedure, we will internally investigate the matter further. To facilitate this process, kindly email us a copy of the dealership's statement of work along with its timeline, as well as any other relevant documents you have received.
   Should our investigation find EVgo responsible, we will collaborate with our internal team to reach a resolution and rectify the situation promptly. As your case has been escalated to our Customer Operations team. For any further communication, please reply to this email or reach out to us directly at ************.
   
  Thank you for your cooperation and understanding.

   

  Once the information is received we can continue to investigate this issue further. 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  EvGo charged my bank account when I only authorized payment with a debit card. I know because my debit card on file was already canceled. Mind you I received no service or product for the payment. I returned my rental and it was still associated with EvGo via the app. Someone else rented the car and it charged me. Instead of collecting the payment from the person who used the energy EvGo is lazy and stole from me. My blue bank ****** who I've been with my entire adult life 18 years. issued them a reversal for 2 transactions totaling $27. Also ready to cancel with this bank for principal not amount. It costs $25/per transaction for evgo to do the reversal. EvGo needs to go. They got an early jump on the market and conduct business this way. I would rather pay another charging company than receive energy from these thieves.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Aug 19th, I recevied an email stating my 2 years of fast charging was being suspended as a result of the suspicion that the vehicle was being used for ride sharing which is a violation of the terms of the free service. On Aug 23rd, I filed the requested appeal and as of today Sept 13th I've yet have the service reinstated. I provided them, my LinkedIn profile which clearly shows my work history, and have checked in for an update multiple times only to get automated response that they are working as fast as they can. This action seems predatory and an attempt to retaliate against high mile drivers. I less disruptive, more consumer-focused approach would have been to ask for proof before suspending an account. I am sure, ********************** would, then, be more motivated to then conclude this investigation in a more timely manner. In the meantime, I am inconvenienced without any indication of how long this investigation will take.

  Business response

  09/13/2024

  Approved by internal team. The ******** Unlimited plan has been reinstated to the customer's account. 

  Customer response

  09/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We own two 2024 ****** bz4x electric vehicles, both of which came with 12 months of free charging from EVGo. On Tue, Aug 20, 2024 at 12:00AM we received an email stating that our EVGo account had been suspended "The following charging activity on your account violated these terms: Excessive charging within a certain time period indicative of rideshare and/or commercial driving."We were forced to file an appeal, which was done that next morning. It was followed up with a call to ****** Brand Engagement support who transferred to EVGo support. ***** from ECGo ***************** eventually told me that we would hear back about the appeal within 72 hours and that if it our service wasn't reinstated, we would have to escalate through his customer support organization. 72 hours came and went and I contacted EVGo support again, this time via email so I could have documentation. I have now done this twice and both times have been told that we simply must wait and it might take 2 weeks to hear back, not the 72 hours we were told. I contacted ****** Brand engagement again today as I still have nothing from EVGo, not even a documented confirmation of appeal submission/processing. Because of this I resubmitted the appeal today and took a screenshot (attached). As outlined in great detail in the appeal, we do not use the cars for any commercial purpose. One vehicle had 4k+ miles on it and one vehicle had 6k+ miles on it at the time of suspension. The suspension knocked both vehicles from free charging. <11k miles combined over 6 months is normal driving for 2 working people with 4 kids. We got these vehicles 100% because of the free charging benefit for 12 months and have told ****** to get involved as EVGo is taking much too long to rectify and not being proactive with any correspondence.

  Business response

  09/16/2024

  The customer was emailed on 9/3/24. Their plan was reinstated and the appropriate refunds were issued. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  With the EvGo chargers that are nation wide, in the state of ***** why in the DFW metroplex area the amount of chargers that are unavailable or in maintenance a higher number than the chargers that are operational. The prices of the charge is ridiculous especially since they dont have any technicians working on them. The chargers are in a higher demand and the EVgo company do not seem to be working on these stations every time I arrive to these stations they are not working or operational or they have a maintenance part thats back ordered. The amount of time spent trying to find a operational charger is ridiculous and I would like all of my money back because that time I spent trying to find a charger could have been that time I used to make money.

  Business response

  08/06/2024

  We have gone over the customer's records and we see complaints about four stations in particular.  Stations LEXI and ****** do have on-going issues that our teams are working to repair and we hope to have them resolved soon.  Stations ****** and DIERKS appear to be functioning normally and if they had any issues, they were likely repaired very recently.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/19/2024 during my charging session in **************** between 5:35 - 6:50 pm a piece of metal from the charging station I was charging at flew off and hit my brand new 2024 cadillac lyriq. There was damage done to the hood and front right side of my vehicle. Id only had this car for 2 weeks and I've used this charging station more than once and I'm beyond upset that this happened at no fault of mine. I called customer service immediately and reported this incident and the damage. I am seeking compensation for the damage to my vehicle and should not have to pay for this damage. I was asked by Evgo support to provide pictures of the damage, name of charging station, and estimate for repairs from the dealership. I provided all of those things immediately and was told they would began the investigation to resolve the matter. I called the following day after going back to the station and seeing they had repaired the machine and placed the same metal piece back onto the machine. The damage to the metal is clearly visible from it coming off and hitting my vehicle. I was given the machine repair ticket number which i provided to the support specialist working on my case. *** since been told for the past two months they dont need anything else from me and the issue has still not been resolved. I keep being told I will be contacted within 72hours every time I call for an update and no one ever reaches out.

*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. ↩