Business Profile

Electric Vehicle Charging Stations

Evgo

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Complaints

This profile includes complaints for Evgo's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

78 total complaints in the last 3 years.
38 complaints closed in the last 12 months.

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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:12/18/2024
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.
I bought a ****** Bz4x and I was provided a free year of free charging at EVgo stations. I have Cancer and frequently visit ****, ************* for my diagnosis and treatments and frequently charge the car resulting in ***** mile usage. My EVgo account is suspended alleging that I am using the car for ride share or commercial purpose which is not true. I am charged for recharging my car at the EVgo stations now which is not correct. No where it is mentioned in the agreement about the number of miles that can be charged in the first year of complimentary charging and says unlimited complimentary charge.
Business Response
Date: 12/18/2024
The customer has already submitted an appeal regarding the suspension of their ****** plan. Please note that the process may take up to two weeks to complete, and unfortunately, we are unable to expedite this timeline.
Customer Answer
Date: 12/19/2024

Complaint: 22706427

I am rejecting this response because:
I need to charge my vehicle for my appointments and daily commute as this is my primary car and I am denied the opportunity to use the complimentary charge that came with the purchase of the vehicle. If it takes time to resolve the issue, I should not be penalized by charging me the fee to charge my vehicle at the EVgo facility or refund me the amount that is being currently charged as I am not at fault.

Sincerely,

******* Chepoor
Business Response
Date: 12/19/2024
Can you please follow-up and have the customer elaborate on the differences in driving activity last month in comparison to when they first started the complimentary charging program in August? More specifically, they are averaging much higher usage and ***** sessions per week in November but had much less prior. We understand they explained the frequent recharging due to doctor visits but was this a recent change?
Customer Answer
Date: 12/19/2024

Complaint: 22706427

I am rejecting this response because:
yes, the charging habit increased because of re-occurrence of my cancer in lungs and had to go ************* daily in November for my radiation therapy for 3 weeks, so I had to charge my car for these treatments as I had mentioned in my earlier response as well. This is the only car I have and need to use this car itself.

Sincerely,

******* Chepoor
Business Response
Date: 01/03/2025
Hi *******,

Thank you for your patience,

We are pleased to inform you that the ****** Free Charging Plan has been reinstated as of 01/03/2025, with the original expiration date of 07/04/2025 fully restored.
Additionally, your appeal has been approved, and the account balance of $169 has been waived.

If you need further assistance or have questions, please don't hesitate to respond to this ticket or visit our help center. Alternatively, you can also contact our call center 24/7 at ************.
Customer Answer
Date: 01/03/2025

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,

******* Chepoor
Initial Complaint
Date:12/18/2024
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.
4/8/23 EVGO CANCELED MY PUBLIC ELECTRIC CHARGING SERVICE. I PURCHASED A NEW 2023 ELECTRIC VEHICLE. ************** OFFERED 2 YEARS FREE SERVICE IF YOU BOUGHT A NEW CAR. AFTER ONE YEAR EVGO CANCELED MY FREE SERVICES. I HAVE PAID OVER $750 TO CHARGE MY CAR , THIS SHOULD NOT HAPPENED!I FILED A COMPLAINT WITH THE ILLINOIS ATTORNEY GENERAL AND EVGO DID NOT ANSWER I DEMAND A HOME CHARGER INSTALLED IN MY GARAGE AT ZERO CHARGE TO ME I ALSO EXPECT A FULL REFUND FROM EVGO, ************** AND OR THE DEALER WHERE THE CAR WAS PURCHASE
Business Response
Date: 12/29/2024
The ******** Charging Plan that he claimed was valid for 1 year. The coverage was from 04/11/2023 to 04/11/2024. The complainant may need to reach out to ************** or his dealership about the complimentary charge awarded to him. The dealership is the one who provides the unique code for them to redeem. We sincerely apologize for the inconvenience.
Initial Complaint
Date:11/26/2024
Type:Sales and Advertising 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.
On November 24, 2024, I received an email indicating that a charging session commenced at an EVgo charging station in ************, ********, specifically at the ********************. However, I was not present at the station or in the vicinity of any EVgo charging station at the time. The issue arose because my account was charged $51.91 for charging someone elses vehicle through EVGos Auto Charge feature. This feature is purported to automatically detect the vehicle and charge it. Unfortunately, their system erroneously charged me for someone elses charge.I promptly contacted customer service, sent emails, and filed a direct complaint with the company. However, they responded by refusing to refund the charge. Their systems must be capable of detecting such errors, as they register the vehicle currently charging at the station. Regrettably, the companys email response stated that they do not refund Auto Charge transactions and did not conduct any thorough investigation into the matter. They even suggested that it is not their responsibility for linked charges that occur after a vehicle is returned, which is incorrect as my vehicle is not a rental.Furthermore, their email implied that they are not liable for charges that result from subsequent vehicle returns, which in this instance is unacceptable because my vehicle and EVGo account is not a rental. EVgos actions constitute fraud, and I will refrain from charging my vehicle at their stations until the issue is resolved.
Business Response
Date: 11/28/2024
This issue was reported to our Product Support team for further review. Product Support has now fixed this issue and we have credited $51.91 back to the customers credit on the account.
Customer Answer
Date: 12/04/2024

Complaint: 22608155

I am rejecting this response because: as of 12/4/2024 my EVGO account credit balance does not reflect the return credit of $51.91. I have separately responded to EVGO service whom said it was credited back on 11/27 and should take ********************** the account but my account still reflects a credit balance of $656.03 which was the balance after this fraudulent transaction.

Sincerely,

***** ******
Business Response
Date: 12/15/2024
We have credited the $51.91 on his account. The remaining charging credits should reflect is $707.94.
Customer Answer
Date: 12/17/2024

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
Date:11/18/2024
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 attempted to charge my car on two different EVgo DC Fast Chargers, both of which did not connect to my car and did not provide any battery charging. For each attempt to charge my car, EVgo placed a $55 pre-authorization fee on my credit card. Because I attempted to charge three times, I was charged a total of $165. This amount was not refunded. I contacted EVgo and the EVgo representative told me it would take 3-5 business days for the pre-authorization hold to be taken off my account. They provided NO SERVICES yet they charged my card $165, and will not return it for 3-5 business days. This is NOT ACCEPTABLE. In no industry should the consumer be forced to pay for services they did not receive. EVgo should NOT be allowed to 1. Charge to any credit card before EV charging begins 2. Not refund the money immediately after the charging process fails
Business Response
Date: 11/18/2024
Thank you for contacting EVgo.

The charge that you are seeing is a pre-authorization charge. This charge appears when a customer pays for a session using a credit card. Sometimes a pre-authorization fee of up to $60 is charged. After a few days, this charge should drop off of your account.

We apologize for any inconvenience this has caused. If the charges have been posted to your bank statement, please send a screenshot of the posted transaction, the first and last 4 digits of the credit card, and the name of the individual charger used. If you don't have the name, please provide the location address.
Initial Complaint
Date:11/04/2024
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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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
Date:10/28/2024
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.
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
Date: 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
Date:10/07/2024
Type:Service or Repair Issues
Status:
UnansweredMore 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.
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
Date:09/30/2024
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.
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
Date: 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
Date:09/18/2024
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.
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
Date: 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
Date:09/17/2024
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.
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.

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Evgo is NOT a BBB Accredited Business.