Complaints

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

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• 

  Evgo

  11390 W Olympic Blvd #250 Los Angeles, CA 90064-1607

• 

  EVgo

  1371 Som Center Road Mayfield Heights, OH 44124

• 

  EVgo

  50 Wall Street Beachwood, OH 44122

• 

  Evgo

  1490 S Main Street Blacksburg, VA 24060

• 

  Evgo

  2703 Peters Creek Rd NW Roanoke, VA 24017

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:09/13/2024

  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.

  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

  Date: 09/13/2024

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

  Customer Answer

  Date: 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

  Date:08/26/2024

  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 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

  Date: 09/16/2024

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

• Initial Complaint

  Date:08/05/2024

  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.

  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

  Date: 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

  Date:07/24/2024

  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.

  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.

• Initial Complaint

  Date:07/09/2024

  Type:Billing 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.

  EVgo suspended our free unlimited complimentary charging for a year, stating rideshare activity. After many attempts at having EVgo correct the mistake I feel this was a scam and bait and switch. This suspension was done in error and should be reinstated asap. Both the cars on my account got suspended unfairly and without justification. I am a dialysis technician and cannulation educator for the two biggest companies in **********. My fianc and I both commute very far and rely on charging frequently and sometime on the same day. My fianc and I are not affiliated with any rideshare or program of sorts. This is causing a financial hardship to us both unfairly.

  Business Response

  Date: 07/11/2024

  The unlimited charging plan has been reinstated and refunds are in progress for this customer. He will be receiving communication via email for confirmation. 

  Customer Answer

  Date: 07/11/2024

   
  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:06/27/2024

  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 was charged $55 for use of an electric car charging station on 5/17/24, but the charger was not working. When I called, they told me that I would be refunded the difference between the amount charged and the amount of power used within 2 or 3 days. But the charger was not working and I was not even able to charge my car. This $55 charge is a fraud, because under any circumstances it does not cost this much to charge an electric car. They have been unresponsive to my demand for reimbursement.

  Business Response

  Date: 06/27/2024

  The customer was issued a refund of $55 to the original payment method. He was emailed a confirmation about this on 6/27/24.

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 work as a contractor for the DoD US Navy. When I travel for the government I have to provide a receipt or all my travel expenses to be reimbursed. I recently traveled to ********* for a meeting and offered an electric rental vehicle due to a shortage of compact vehicles. Prior to returning the vehicle I recharged the vehicle at an EVgo charging terminal. When I completed my transaction no receipt was offered or provided. I contacted the customer support with the transaction specifics time, place, terminal number, I received this:Dear ****,Thank you for your response.After reviewing your account with **********************, you have 0 transactions on record. We do not have any invoices that we are able to print out. If you had transactions on record, you could also download and print these directly from the EVgo app. However, since, there is nothing in the system, we are unable to pull credit card receipts as of January 1, **************************** order to view receipts/invoices for charging sessions moving forward, please sign up for an EVgo account. (no kidding there were no transactions on my account i don't have one! I don't own an EV vehicle. It was a rental. Then when I received the credit card charge I forwarded a copy of the charge to them. That was on ********************************* response. I called their customer support and spoke with ***** (heavy Latino accent) I think there was a language barrier, I don't even think he understood what I was actually contacting them about.I don't know how they can go about conducting business in the ** without providing a receipt for services???They are just too resistive, I think there is something awry with this company they should be on a prohibited list warning other ***************** contractors not to do business with them. This is alot of effort just to get a receipt.

  Business Response

  Date: 06/19/2024

  Informed customer that we are unable to issue a receipt as on January 2022 for customers using a credit card at the station with our new system. The customer was told via email on ********

  Thank you for contacting EVgo. Please 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 sign up for an EVgo account here. 
   
  We sincerely apologize for any inconvenience this may cause and we appreciate your understanding. If you need further assistance or have any questions, please feel free to visit our help center or contact Customer Support at ************. We're here 24/7 to answer all your questions.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21868211
  
  I am rejecting this response because: it's the original response I received from the company that caused me to file a complaint with the BBB in the first place. No action was done. "Oh, they don't provide a Receipts"....is not a proper response.

  No remediation offered. By not providing a receipt to a customer, leaves room for illegal transactions. And if the only way to get a receipt is to use their app, then a physical sign or a screen warning in the card entry menu on the terminal should be displayed with a Proceed ? or Cancel? function.

  Nothing was accomplished or resolved in this complaint. BBB was of no help or value to the consumer in my humble opinion. A company randomly decides to alter from traditional American business practice, and the BBB responds with a "How about that?" bystander response. Where's the BBB's enforcement and protection of the consumer? Glad I don't have to pay California taxes. Alot of money just to data base consumer complaints.

  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/25/2024

  Our chargers do not have the mechanism to print a receipt. They need to reach out to their financial institution to request a receipt. We encourage customers to sign up for an account so they have access to all their transactions.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21868211
  
  I am rejecting this response because: It's not resolved. With all the speific information that I provided to the company they could have typed up a receipt.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/11/2024

  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.

  When I bought my ***** Bolt in Jan 2034 I got $500 credit to EVgo charging network. So far I have had $152.38 in charges. On ay 4th I checked my account and noticed EV go had charged me again for all my charges. The next day ***** from EVgo back office called me and said that I was charged twice by the computer system, but they had to figure out why it happened. So to review money was taken they know it was taken but refuse to return it. It's been a week and I don't know if they will ever find out why their computer program did this. Just returning the missing Funds.

  Business Response

  Date: 06/11/2024

  At this time, the issue is still being reviewed internally. The customer has been asked to provide his original activation code for the promotion. He was sent an email on 6/10/24 asking for this information. The credit amount should be adjusted on his account once the issue is resolved. He will receive email communication. 

• Initial Complaint

  Date:06/03/2024

  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.

  On May 21, 2024, I received an email from EVgo stating that my ****** Unlimited charging for Ariya Plan had been cancelled. This cancellation came without any prior notice or forewarning. Obviously unlimited free-charging plan was a significant factor in my decision to lease this vehicle, and its cancellation is causing substantial inconvenience.After numerous attempts to resolve this issue with customer service, I received an email response mentioning that my account is flagged due to a potential violation of the ****** unlimited charging program terms of use. However, the specific term I allegedly violated was not disclosed. EVgo asked me to follow an appeal process via a link in an email dated 5/21/2024, but I never received such an email. When I raised this with **************** and requested a new email with the appeal link, my request was denied (see attached uploaded documents).This almost feels like this is a typical bait and switch where ****** is offering a free charging plan to market and sell its EV vehicles but as soon as you sign up, the provider finds ways to terminate your free charging plan by weaponizing the terms of the agreement without even telling you what you allegedly violated. I am extremely disappointed by this unilateral cancellation and the lack of communication. This situation is causing me additional expenses and significant stress, affecting my daily life. Appreciate anything BBB can do to facilitate a resolution.

  Business Response

  Date: 06/03/2024

  The customer's account has been flagged in our system due to a potential violation of the ****** unlimited charging program terms of use.

  Please submit an appeal via the following link: ************************************************************************************************************;
  

  ****** will review the appeal within 2 weeks and decide if your unlimited charging plan will be reinstated.

  The ****** Terms of Use can be found here: ********************************************************************************;

   

• Initial Complaint

  Date:05/21/2024

  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.

  I bought a 2024 ****** Ariya on May 4th. That same day I recieved an email from EVgo stating I got a years free charging from 5/4/2024 and to go create an account and start charging today. When I clicked the link it said the offer ended April 30th and to contact customer service for any issues. I called customer service for the first time on May 14 about the issue and they informed me IT would need to look into it and get back to me. Since the. I have received 2 emails with New enrollment links that take me to the same scree stating the deal has ended. I finally called again today, May 20 and and they were extremely rude and said there was nothing they could do.

  Business Response

  Date: 06/03/2024

  The offer expired on April 30th, 2024. This customer did not qualify for this offer. If they received any corresponded about qualifying it was ****** who sent it to them. They need to reach out to ****** USA to make a complaint.