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:10/06/2023

  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 engaged in an elaborate "bait and switch" tactic with 2023 ****** Ariya pre-reservationists where they promised a $500 charging credit (applicable at "more than ****** public EV chargers, the largest of any U.S. partnership" according to their joint ****** *** and EVGo press release 11/25/2019), but actually delivered "unlimited" charging, which applies only to EVGo owned chargers (less than ***** in the U.S.). The net impact of this for me is that the $100 EVGo charging credit that I received on my 2023 ****** Leaf worked at Chargepoint chargers within 35 miles of my residence; whereas the closest EVGo charger that would work with my 2023 ****** Ariya - which was purported to be a better EV and have an "EV Carefree" owner experience is over 300 miles away and inaccessible to my EV, based on its practical one-way range. EVGo supervision (************************ (EVgo Support) , 8/29/2023 at 3:09 pm) stated "With the ****** Ariya promotion, you are able to use EVgo charging stations as well as our partner stations such as Charge Point and Sema Connect. EVgo has signed several agreements that will enable roaming access on third-party networks like ChargePoint giving drivers access to more than ***** fast chargers and more than ****** Level 2 chargers across the US."; however I was charged $2.84 on 9/14/2023 when I used my EVgo card at a ChargePoint charger (GLE Station #3; 460 US-10, **********, ** *****) on 9/14/2023 from 13:35-13:52. ****** EV Carefree plus customer service had also informed me in June 2023 (shortly after I bought the vehicle) that I could use the Ariya unlimited charging at ChargePoint locations, but EVGo at that time said only credits could be used, not unlimited charging. On 8/29/2023 (email attached) EVGo supervision contradicted their prior statement in writing and said I should be able to use at ChargePoint. On 9/14/2023, my credit card was charged using EVGo at a Chargepoint charger.

  Business Response

  Date: 10/09/2023

  ****************** was misinformed by our Customer Operations team member. I called him 10/9/23 and apologized and advised we will be adding the $500 credit to his account at his request. 

  Customer Answer

  Date: 10/10/2023

   
  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:10/02/2023

  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 on low battery for the rental vehicle that I rented that happens to be a EV. I first went to charge the car at a EVgo fast charging station but the on the I visited had only 2 out of 4 machine working. The app stated that the other 2 was not in use but that was a lie. I could not wait for the other customers to finish because I had to get to work. After work I visited a slow charging station to get enough battery to go to a faster charging station. I then went to a EVgo station and when I arrived, it was not working. Non of the machine were working due to a system error although the app stated otherwise. Now I have to tow the rental car to the nearest charging station to be able to go home.

  Business Response

  Date: 10/23/2023

  Please have the customer contact us at *********************************** We will review the account and respond appropriately. 

• Initial Complaint

  Date:09/29/2023

  Type:Billing 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.

  Hello,I am writing about an overcharging issue I had using an EV charger. I recently went to use an EV charger near my residence. I went to read the rates it charged and seen that the rates were reasonable. So I changed my car for less than two hours. After two hours the rates increase. So I let the car charge for around 1:58 minutes. I then unplugged and checked my invoice. The machine stated around $4.00. After a few days I checked the invoice from EV go and noticed it was for more than the charger stated and for a longer time. The invoice started $6.70 charge and approximately 2:16 minutes on the charger. Which is inaccurate. They were charging me $0.69.The price set by the city of Montclair is advertised at $0.30 per kWh. Not the $0.69 they are charging. The app also says $0.30. I understand it's not a lot of money. But if you look at it by percentage, I was over charged by more than 50%. I checked on two different apps and the charger pedestal and they all state the same price. I believe I did my due diligence in comparing the prices.I was sent an invoice for been on the charger for over two hours. That is not accurate. I stood there until I was right before the two hour **** and then disconnected.The app also states a estimated price of $4.56 for a two hour session.Please see attached I have sufficient documentation to prove the invoice I was sent is inaccurate.Regards

• Initial Complaint

  Date:07/17/2023

  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.

  For 6 months we had had unresolved account access and charging connectivity issues.Multiple, multiple phone calls and email requests for assistance. Continued empty promises of escalations without any resolution or follow up.We have had out of pocket expense a as a result of an inability to connect to EVgo chargers while having a 1 year free charging program.We have requested to be reimbursed for the out of pocket expenses on days which Evgo connectives issues can be attributed as well as a request for 6 months to be added back to our free charging program as a result of the 6 months of continued issues and negative customer experiences.

  Business Response

  Date: 08/10/2023

  I have had direct communication with *********************** and believe the issues have been resolved. We issued a $750 credit to his account.There were mutliple issues that needed to be resolved. EVgo has resolved the issues on our end.

  Customer Answer

  Date: 08/11/2023

   
  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:06/20/2023

  Type:Billing 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.

  After an account of a family members was closed due to the card being expired. EVGO sent the individual a message from a collections agency over $5.00. They did not contact us at all, and they should not have attempted to continue charging a fee for an account that was terminated. Sending to collections is not appropriate for this circumstance and is not just. I am preparing to take legal action against EVGO. Sending to collections is extremely hurtful for ones credit. Never in my entire life have I heard of any such practice taking place for an app, let alone one where you pay a base membership fee. To add onto that, EVGOs service is barely worth their $5+ membership fee. The chargers are always down, dirty, vandalized, or in a location which puts the customer at risk for physical harm and pen being robbed, etc. The fact that they are inappropriately sending to collections for a terminated account subscription and failing to communicate and contact customers is unacceptable. I will prepare and consider legal action if I cannot receive any polite and concise communication in a response from EVgo.

• Initial Complaint

  Date:06/01/2023

  Type:Sales and Advertising 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.

  EVgo is not honoring their advertised claim for a year of free charging for a new ****** Ariya purchase. I have completed all stated actions in their terms and conditions as well as attempted to work with their customer support to no avail. The only response I am receiving from support is that my car is 'ineligible' without providing any reasoning as to why. The support ticket number reference I was given in 1056512.The year of charging was a significant selling point for me on the car, which was supposed to save me upwards of $1,000 over the next year.

• Initial Complaint

  Date:05/30/2023

  Type:Billing 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.

  I began establishing an online account with **********************. They won't allow me to complete the process of establishing the account until I provide a credit card number. They say that's their policy, and it's inflexible.The company has electric vehicle charging stations across the **** My husband and I just bought an electric car and anticipate that we might need to charge it while on the road at some points. The ** Corp., which makes the electric car we bought (a ***** Bolt EV 2022), has given ** a $500 credit to be used at EVGo charging stations. Hence, we won't need to pay for charging any time soon, and see no need to provide a credit card now, if ever.If I upload my credit card, I can foresee that, when I charge my EV at an EVGo station, instead of providing the charge for free and deducting the amount from the $500 credit I have from **, the company will instead charge my credit card on file. Perhaps they won't do this, but I have no confidence that they won't!The EVGo staffer I spoke with told me that I won't be able to charge my EV at one of their stations, and won't be able to activate our $500 credit with them via **, until I associate a credit card with my account.Is **********************'s policy of requiring a credit card to be on file simply to establish an account even legal??

• Initial Complaint

  Date:01/29/2023

  Type:Customer Service 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.

  I have a Tesla I rent from Uber so I sign up with a company call evgo . So I been using the service of charging for over 2 months now always have a issue. If it's not the charger station not work a regular no ev car is park in the spot to charge. So that lead me to pay to leave out a ******** need used. So I had 3 day they app has issues creating a qr code so I call in they said they will refund me within 48 hr still it 7day no refund scam company. This morning found out they block my email so ever time I have been calling about the issue they been lying to me I want to take them to court get a lawsuit so then a example

• Initial Complaint

  Date:09/10/2022

  Type:Customer Service 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.

  September 9th, 2022
  
  The ******* plug's button has ************* and wouldn't get released from my ****** Leaf at a **** charger in *********** WA. **** customer service rep said they will send someone out, while my wife is stranded in the middle of no where, no support, no food. The customer service is completely useless. Without being able to use the car, she had to walk to get some food and drinks (and it was expensive) near by and walk back to her car alone in the dark. 2 hours later, NO tech showed up at all, she called multiple times and their useless customer service offered NO HELP. 3 hours later being stranded in the middle of no where late at night, with our car stuck with the Evgo charger, finally a tech called my wife, and told her that he's in Tacoma, WA, and not coming. Seriously, you're stranding my wife in a stranger town alone just because you guys have a malfunctioned machine?!
  
  This is beyond ridiculous and we were almost ready to have her parents bring a bolt cutter to cut out the charging cable and break the machine to get our car released.
  
  The tech later on called my wife and taught her to use a knife to try to release the charger from the car, AFTER 3 HOURS. MY WIFE WAS STUCK IN THE MIDDLE OF NO WHERE FOR 3 HOURS FOR NOTHING. Not only that, the tech told her that many people got stuck with that same charger, and EVGO has NOT fixed the charger all this time and just letting people get stuck. NO TECH WAS COMING AND THE CUSTOMER SERVICE LIED.
  
  I demand EVGO to apologize about this and provide some visa gift card or something as a compensation (no I don't want EVGO credits) for stranding my wife, alone, in the middle of no where and that she had to walk to buy food and drinks alone in a strange place. My wife was going to a family dinner and completely missed out on the family gathering, while being endangered in the dark in the middle of nowhere. Next time we're calling 911 and have the fire fighters break the machine.

• Initial Complaint

  Date:08/30/2022

  Type:Billing 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.

  I used an EVgo charging station on marketplace circle in ********* ****** ** for a 14 min charge. My credit card was billed $30 without my authorization. I have never had this happen with any other EV charging company.