Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******** ***** charger on 11/21/2022. It has a 3 year warranty. I have used the unit very lightly, maybe 20 times as I charge daily at work. Since February, the charger has been working only sporadically. I have been communicating with United Chargers about the issue since March 23rd, 2025. Since then they have asked me to provide many pictures, including pictures of the circuit boards inside the unit. They also asked me to clean the nozzle contacts with dielectric grease, which I purchased and did. The charger continues to only work sporadically. They said it seemed like a problem with the charger nozzle. The next response I got was from a different agent saying it was water damage and not covered. No where did they nozzle water damage and nothing in any of my pictures shows any kind of water damage. I live in a very moderate climate with little rainfall. They are refusing to honor the warranty, claiming water damage when none exists. I'd like them to repair or replace the charging gun/nozzle. **** ******* *** * ******* ** ****** ** ********* ** *** ******** ****** ********

  Business Response

  Date: 13/05/2025

  Thank you for the opportunity to respond to the concerns raised by *** ****** regarding her ******** ***** Charger purchased on November 21, 2022.
  
  Summary of the Issue
  *** ****** contacted our support team on March 23, 2025, to report sporadic performance issues with her unit. As part of our standard diagnostic procedure, we initially requested photographs and recommended cleaning the nozzle contacts with dielectric grease—a common step in troubleshooting connection issues. At this stage, no warranty determination had been made as we had not yet received images of the internal components.
  Upon receiving the required images, our technical and engineering teams reviewed them and determined that the charging cable (output cable) showed clear signs of water damage, which was identified as the cause of the malfunction.
  
  Warranty Policy Review
  The ******** ***** Charger includes:
  3-year warranty on the main charging unit
  1-year limited warranty on the output cable
  According to our published warranty terms, the output cable is not covered for damage caused by:
  Exposure to snow or water over time
  Pulling, crushing, or running over the cable
  Use beyond the one-year warranty period
  Relevant policy excerpt:
  “The warranty for the cable does not include normal tear and wear. This warranty does not cover plugs exposed to snow or water for an extended time. The warranty for the cable does not include cables that have been run over, pulled, or otherwise damaged by the vehicle. United Chargers shall make the final determination as to whether the Charging Station or the Charging Output Cable causes the fault.”
  Because the unit was purchased in November 2022, the 1-year warranty on the output cable expired in November 2023. The damage found is therefore outside of warranty coverage.
  
  Resolution Offered
  Although the damage is not covered, we offered two fair alternatives to *** ******:
  1. Out-of-Warranty Repair
  Cost: $200 CAD
  The customer would ship the charger to our repair facility in Richmond Hill, Ontario
  Includes a full repair, functional testing, and a 1-year warranty on the repaired unit
  Customer is responsible for shipping costs, customs, and any applicable import fees
  2. 20% Discount on a New Charger
  A new ******** ***** Charger at 20% off the current retail price
  Includes a 3-year warranty on the main unit and 1-year on the output cable
  Customer may optionally upgrade to a newer or more advanced model under the same discount offer
  
  Conclusion
  We understand this is a frustrating experience, and while we must adhere to our warranty terms to ensure fairness for all customers, we have extended these goodwill options to help resolve the matter in a reasonable and customer-focused way. *** ****** is welcome to proceed with either option at her convenience, and we remain available to assist her further.

  Sincerely,

  
  ******** *****

  Support Manager
  United Chargers Inc.

  Customer Answer

  Date: 13/05/2025

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

  No water damage occurred. The nozzle was used as intended and stored without the cap in the provided holster. Furthermore, I love in a desert climate where it is dry and rarely rains, so any exposure at all is rare. I sent many pictures and followed their advice to purchase dielectric grease and clean the nozzle. After all the back and forth, I get a response from an entirely different associate telling me it is water damage and won't be covered. **** ******* ** *** **** ** ***** ***** *********
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 23/05/2025

  Dear Better Business Bureau,

  United Chargers Inc. acknowledges *** ******'s rejection of
  our previous response concerning her ******** ***** Charger. We understand her belief
  that no water damage occurred and that the output cable was used as intended.
  We would like to provide further clarity on our findings and the reasoning
  behind our warranty determination.

  As previously stated, our technical and engineering teams
  conducted a thorough review of the images provided by *** ******, specifically
  focusing on the charging cable (output cable). Based on this expert assessment, the output cable clearly exhibits signs of water damage, including the
  blue-green corrosion observed. This type of corrosion and damage is a
  distinct indicator of water intrusion and is not a result of normal day-to-day
  usage or proper storage. Our experience and engineering investigations confirm
  that this damage cannot be caused by typical environmental conditions, even in
  a dry climate, if the unit is used and stored correctly. The presence of this
  specific type of damage is inconsistent with a claim of proper storage and use
  without water exposure.

  The ******** ***** Charger has two warranty periods for its
  components:

  The
  main charging unit carries a 3-year warranty.
  The output
  cable (charging gun/nozzle) has a separate 1-year limited warranty.

  *** ****** purchased her unit on November 21, 2022.
  Therefore, the 1-year warranty on the output cable expired in November 2023.
  The issue with the output cable was reported in March 2025, which is outside of
  this 1-year warranty period for the cable.

  Our published warranty terms explicitly state that the
  output cable is not covered for damage caused by "exposure to snow or
  water over time" and that "United Chargers shall make the final
  determination as to whether the Charging Station or the Charging Output Cable
  causes the fault." Given the clear evidence of water damage on the output
  cable, and its occurrence outside the cable's 1-year warranty period, the issue
  is not covered under the terms of our warranty.
  Despite the issue falling outside of warranty coverage,
  United Chargers Inc. has extended two goodwill options to *** ****** to assist
  her in acquiring a functional charging solution:
  Out-of-Warranty
  Repair: An offer to repair the unit for a cost of $200 CAD.
  This includes a full repair, functional testing, and a 1-year warranty on
  the repaired unit. *** ****** would be responsible for shipping costs,
  customs, and any applicable import fees.

  20%
  Discount on a New Charger: An offer to purchase a new ******** *****
  Charger at 20% off the current retail price. This new unit would
  come with its standard 3-year warranty on the main unit and 1-year on the
  output cable. *** ****** also has the option to upgrade to a newer or more
  advanced model under the same discount offer.

  While we empathize with *** ******'s frustration, United
  Chargers Inc. must adhere to its established warranty terms, which are applied
  consistently to all customers. Our technical assessment of the provided images points
  to water damage on the output cable, which is not a manufacturing defect and
  falls outside the cable's specific warranty period. We believe the goodwill
  options presented are fair and reasonable alternatives to help *** ******
  resolve her charging needs.

  We remain available to discuss these options further with
  *** ******.

  Sincerely,

  ******** *****
  Customer Support Manager
  United Chargers 

  Customer Answer

  Date: 09/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is the same response given last time. So, my response is the same as well, the charging cable was stored correctly as directed by the user manual. I live in a climate with very little rain and a low chance of water exposure. This unit is advertised as being good for use in extreme weather, yet in a very dry climate they are claiming the unit has water damage even though it was used and stored exactly how the manual directed. ** ****** ** ******* **** *** ******** **** **** *** *** *** *** ***** **** ****** ********* **** ******* ***** ***** **** *** ****** ** ********** 
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Request for Assistance in Resolving Warranty Refund Issue with United Chargers
  
  Dear Sir/Madam,
  
  I am writing to seek your assistance in resolving an ongoing issue with United Chargers regarding a warranty refund. I purchased a charger from their company approximately 9 months ago, which came with a 3-year warranty. Unfortunately, after only 8 months of usage, the charger ceased to function.
  
  Upon reviewing the warranty in its entirety, I discovered further information stating that I could be reimbursed for the purchase of a new charger of equal or greater value, with the company covering the cost of the reconditioned charger, taxes, and shipping expenses.
  
  On March 6th finally, they acknowledged my right to purchase a new charger and agreed to reimburse the equivalent cost of the reconditioned charger, including taxes and shipping. I canceled the purchase of the refurbished item and received a refund.
  
  On the same day, I purchased a smart charger that is higher of my original purchase. On March 11th, they confirmed receipt of the faulty charger at their office, assuring me that the refund process would take only a few days.
  
  On March 18th, I received a response stating that it would take approximately 3 to 5 days for the refund transaction to appear on my credit card statement. Despite this assurance, I regret to inform you that as of March 27th, I have neither been contacted by the company nor received my refund. The refund is approximately 451.99 Canadian dollars.
  
  ***** *** ************** * ****** ******* **** ********** ** ************ *** ****** ********** ** **** ******* * ***** ******* ********** **** ************ ** ******** **** ****** ******** ****** ***** ******** *********** *** ****** *** *** ****** ******* ******* ******

  Business Response

  Date: 06/05/2024

  To whom it may concern:

  The refund was already issued a month ago on April 6th 2024 at the time he had requested it via ****** to his Credit Card ending in •••• **** (see ******** Screenshot 2024-05-06 ******)

  All the necessary steps were taken by the United Chargers Technical Support team to communicate to the customer his refund was being issued (see ******** ServiceDeskTicket#****). 

  Let me know if you require any other information to have this case closed/rescinded.

  Adina D*********
  Technical Support Manager
  United Chargers Inc.

  Customer Answer

  Date: 06/05/2024

  
  
  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,
  
  
  
  ******* *****