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:01/10/2024

  Type:Product 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 purchased a. Lectron CCS to Tesla adapter 21 Fevb 2023 order #*****. This item has a two-year warranty. I contacted Lectron via email on 4 January **** stated this CCS adapter will not fit a Tesla Cybertruck, can I get a refund. They responded back on 7 Jan **** that its pass the 30 day window and no refund will be provided. Lectron site ****** TESLA COMPATIBLE - The Lectron CCS to Tesla adapter is fully compatible with CCS chargers and all Tesla models that are CCS enabled. Request Lectron refund full amount or modify CCS adapter to fit Cybertruck and provide to consumer.

  Business Response

  Date: 01/17/2024

  This is in response to BBB Complaint ID ********.
  
  
  We understand and share in the customer's disappointment regarding the product's failure to function as promised.
  
  
  At Lectron, we prioritize delivering only the highest quality products to our customers, and we deeply regret that your purchase did not meet our standards during our thorough quality checks. We recognize the impact this may have had on the customer's experience, and we genuinely apologize for any inconvenience caused.
  
  
  To expedite the resolution process, we have already provided a prepaid return label to facilitate the return of the faulty unit. While we have not yet received the returned item, we assure you that once we have the old unit in our possession, we will promptly initiate the refund process.
  
  
  Please feel free to contact our customer service team at ********************** if you have any further concerns or if there is anything else we can assist you with.
  
  
  Once again, we apologize for any inconvenience caused and appreciate your understanding in this matter.

  Customer Answer

  Date: 01/17/2024

  I have packaged and ship the product back to vendor with supplied **** shipping Label on January 16, ****. The returned product is due to be delivered to vendor per **** January 20, ****. I believe it will take the vendor 3 - 5 business days to review return product and issue me a full refund check/credit my credit card, then it will take another 3 - 4 business till the funds will be processed by the institution. Then this case can be closed.

  Business Response

  Date: 01/23/2024

  We wanted to provide you with an update on the incident reported to BBB. We're pleased to inform you that a refund has been successfully processed.
  
  
  We kindly request for the customer to monitor his account in the coming days to confirm that the payment has been duly credited. If there are any discrepancies or if there are further questions, please don't hesitate to reach out to us.

  Customer Answer

  Date: 01/26/2024

   
  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:11/24/2023

  Type:Product 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 keep receiving emails they won't contact me. I give them my phone number but yet they respond only through email. I believe this is a scam they're looking for more information they want me to upload my personal electric bill from the billing never had this happen to me before so I would, be aware of this company

  Business Response

  Date: 11/26/2023

  I am writing in response to BBB Complaint #********, regarding an issue with a customer's payment and order cancellation.
  
  
  We deeply regret any inconvenience caused to the customer as a result of the temporary hold placed on their payment. The situation arose due to our system flagging the order for further confirmation. The system's protocol is designed to identify potential risks associated with orders, particularly concerning fraudulent activity based on the provided information.
  
  
  Our priority is to ensure a secure and satisfactory shopping experience for all our customers. Consequently, we sought to verify the order details with the customer before proceeding, adhering to our stringent security measures.
  
  
  Regrettably, despite our efforts to confirm the order, the customer opted to cancel it. As a result, we promptly processed the cancellation per their request.
  
  
  We value every customer and strive to address concerns promptly and effectively. We have taken this incident as a learning opportunity to refine our processes further, aiming to minimize such occurrences in the future.
  
  
  Please convey our sincere apologies to the customer for any inconvenience they experienced during this process. Rest assured, we have initiated the refund process for the canceled order, ensuring the swift return of their funds.

• Initial Complaint

  Date:09/07/2023

  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 purchased a lectron nema ***** splitter, upon receiving it the splitter was malfunctioning. I contacted lectron for a resolution/ replacement of the device. The only means of contact is via email. I've been emailing them and sending pictures and video of the faulty device. After several weeks of this they are still requesting the same info I've already sent. This delay has caused me to have to use public EV chargers locally which is a huge convenience. Also it is necessary to be able to speak to a live person but this is not possible. I have not reached a resolution with this product and don't believe the company cares about my issue. They are slow to respond and have yet to help me. All that is required is for them to send a replacement but they have taken every measure to not do this. I am thoroughly disgusted with their product, customer service and company policy about not having a live agent available.

  Business Response

  Date: 09/10/2023

  We are writing to address the BBB complaint filed by our valued customer, ***********************************. We understand his frustration and concerns regarding the recent experience he had with our product and customer service.
  
  
  First and foremost, we sincerely apologize for any inconvenience and dissatisfaction ******************** has encountered during this process. Customer satisfaction is of paramount importance to us, and we deeply regret that his experience did not meet our usual standards.
  
  Regarding the issue at hand, ******************** mentioned that he had requested a replacement for his defective unit.
  
  In an attempt to rectify this situation, we promptly offered to send ******************** a new unit as a replacement for the old one. However, we were informed that he had already initiated a return through Amazon and subsequently purchased a new splitter from NeoCharge. While we respect his choice, we would like to clarify that our intention was to provide a ****************.
  
  We value his feedback and would like to assure him that we are committed to enhancing our product quality and customer service. We are continually working on improving our customer service processes, and we appreciate his feedback in this regard.

  Thanks. 

   

• Initial Complaint

  Date:08/17/2023

  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.

  We purchased our first EV back in October 2022. After researching on available EV chargers in the market we decided to go with the Lectron Level 1 / Level 2 Portable Tesla Charger (16 Amp I 32 Amp) with Dual Charging Plugs (NEMA **** & *****), the order was made and fulfilled by Amazon on October 7, 2022 for $380.61 On August 13, we noticed the charging unit malfunctioning. It would only charge the vehicle an additional 5% then stop. We scanned the manual and *******'s website for basic troubleshooting guide but nothing seemed to work. I did not purchase the warranty from Amazon but per *******'s website: "All orders made before January 1, 2023, are subject to a ?one-year Limited Warranty"On August 15, I emailed *******'s customer service regarding this issue & within a couple of hours I received a reply from a certain **** (Ticket #LEC00025580). He prompted me to provide photos/videos that were suppose to "help Lectron assess the situation more accurately and find the best solution for me" I immediately provided those files & had to resend the same email late last night since I haven't heard anything from **** or any of Lectron's rep since I emailed the *************** of the charging unit.For a company that boasts of it's large footprint in the **************** availability in big/major retail companies why is Lectron so difficult to contact when it comes to customer concerns? There's no phone number for customers to call, just an email address that's unreliable to get issue resolution/s.

  Business Response

  Date: 08/21/2023

  I hope this message finds you well. I am writing on behalf of Lectron in response to a recent customer interaction. We greatly value the concerns and inquiries brought to our attention through the Better Business Bureau.
  
  Our commitment to excellent customer service drives us to ensure prompt and effective communication with our valued customers. As part of our commitment, we would like to provide you with detailed information about our response times and procedures.
  
  For initial customer inquiries, our aim is to respond within a maximum of 12 hours. This ensures that customers receive timely assistance and information to address their concerns promptly.
  
  In cases where technical inquiries are raised and necessitate further investigation and validation, we prioritize accuracy and thoroughness. While our standard response time remains within 2 business days, we dedicate our resources to ensuring a comprehensive and well-informed resolution to these technical matters.
  
  In order to best assist our customers, we kindly request them to provide supporting information such as photographs or videos to aid in the validation process. This enables us to determine whether the issue pertains to our equipment and enables us to swiftly proceed with the appropriate course of action.
  
  In relation to the specific customer inquiry you have brought to our attention, we are pleased to inform you that the customer's equipment falls within our warranty period. As a result, we are taking the necessary steps to promptly replace the unit and rectify the situation.
  
  We appreciate the Better Business Bureau's vigilance in upholding high standards of customer service and are grateful for the opportunity to address any concerns that *** arise. Should you require any further information or updates regarding this matter or any others, please do not hesitate to reach out to us directly.
  
  Thank you for your time and consideration.
  
  Best regards,
  
  *************************************
  
  
  
  

• Initial Complaint

  Date:06/21/2023

  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 purchased two identical chargers for electric vehicles from Lectron in October 2022. The chargers are used on identical cars. One of the chargers is clearly defective. The product purchased on or about October 17, 2022 for $314.99 does not work. I have tried to get Lectron to replace the defective unit. They have responded with solutions that will jeopardize the safety of myself and my family and possibly permanently damage my home and the vehicles. The service center and its support unit where I bought the vehicles brand new have urgently warned me not to use the defective charger in the cars under any circumstances. Lectron will not pay for any damages to my car or my home nor any injuries to me or my family. The other charger I purchased from Lectron works as it should. The defective product is well within its warranty period. ******* did not even respond to my first attempt to resolve this issue.

  Business Response

  Date: 06/23/2023

  We hope this email finds you well. We are writing to address the recent complaint we received from the Better Business Bureau (BBB) . We would like to assure you that we take customer satisfaction seriously and have taken immediate steps to resolve the issue. 
  
  First and foremost, we sincerely apologize for any inconvenience or dissatisfaction caused by th
  e item in question. We value each feedback and are committed to providing the highest quality products and services to our customers.
  
  After carefully reviewing the case, we have decided to offer the customer a replacement for the item covered under the warranty. Our goal is to ensure that he receive a fully functional product that meets his expectations. We are confident that this resolution will address the concerns outlined in his complaint and provide a satisfactory solution.
  
  If you have any further questions, concerns, or require additional assistance, please do not hesitate to contact our customer support team at **********************. We are here to help and resolve any remaining issues you may have.
  
  Once again, we apologize for any inconvenience caused, and we genuinely appreciate your understanding and patience throughout this process. Your satisfaction is our top priority, and we are determined to rectify the situation promptly.
  
  Thank you for choosing our company, and we look forward to serving you better in the future.

  Customer Answer

  Date: 06/24/2023

   
  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:04/18/2023

  Type:Delivery 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.

  Jan 27 2023 was the date of the original transaction for an EV charger at $428.89 Order #*****. Order arrived February 2nd. Mar 21 the charger stops working, will not turn on, and electrician confirms it is not fault of the home panel. I contact support, and am told I am outside a return date, and can at least get a replacement. I receive the replacement in April around a week or so ago, and have it installed 4/16. noticed item front is scuffed and scratched as if it has been used before, and the packaging inside was missing packaging that the first ordered charger had. The device will not turn on period after having it installed. I contact support again and am told we will just keep trying replacements. I demand a full refund, I don't have time to constantly ship back chargers and have someone come and install it, and if I keep getting seemingly repackaged products, that is simply a shady business. I have video of both no longer turning on. I have asked for another replacement, but still am not offered a refund.

  Business Response

  Date: 04/20/2023

  Hello, 

  We are in constant communication with the customer and will be replacing the unit as agreed. 

• Initial Complaint

  Date:03/30/2023

  Type:Product 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.

  This company sells EV charging products. I was looking for a 20 extension charging cable and found a 40ft cable in Amazon. I only needed 20ft but only sold from their website so I bought directly from them on March 16, 2023. Got a confirmation email of what I bought but after a week I still haven't heard any shipping information. 10 days later I sent an email inquiring about my purchase and haven't heard anything from them. On the 11th day. tried to reach out through ******* but when I hit send, it says message cannot be sent because my account is block and I have to click a link to remedy it. I did not nor my account is block.

  Business Response

  Date: 04/04/2023

  Thank you for contacting us regarding the customer's order.  We understand that it can be frustrating to experience delays and confusion with your order, and we sincerely apologize for any inconvenience this has caused you.
  We would like to take this opportunity to express our empathy for the situation you have encountered. We understand that you have been waiting for your order and that the backorder status was not communicated to you in a timely manner. We also understand that the refund process can be frustrating, and we apologize for any additional stress this may have caused.
  In order to rectify the situation, we have canceled and refunded your order, and we are currently working with your bank to resolve the chargeback. We appreciate your patience and understanding during this process.
  We value your business and would like to assure you that we are taking steps to improve our communication and customer service processes to prevent similar situations from occurring in the future.
  Once again, we apologize for any inconvenience and frustration you have experienced, and we appreciate your patience and understanding in this matter.

  Customer Answer

  Date: 04/06/2023

   
  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:01/05/2023

  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 ordered a ev car charger and when I received it, it didn't work. They guarantee the product but don't provide a return address or phone number. I have emailed them multiple times but no response. After having read similar complaints it appears there their strategy is to charge for defective products and keep the money.

  Business Response

  Date: 01/09/2023

  Hello,

   

  We are following up with customer but customer cannot provide information on what incorrect item he has received thus we cannot provide return information yet, but we will offer return once we confirm the incorrect item received. 
  

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18689054
  
  I am rejecting this response because: I have not heard from the company. They have not replied to

  my multiple emails. The item was supposed include a storage rack, which it did not. Further, the ** cable that was sent does not work. 
  

  Please ask the company to reply to my emails or call me at ************  

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

  Business Response

  Date: 01/19/2023

  Hello,

   

  We have been trying to reach out to the customer for the last couple of days to no avail.

   

  Please see attached correspondence for reference.

   

   

  Customer Answer

  Date: 01/31/2023

   
  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:12/06/2022

  Type:Product 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 Lectron Elwctri vehicle charger, an a Tesla to J1772 connector on Nov 28th, the product arrived Dec 3rd, inside the box everything was tangled, scratch and dirty, definitely was NOT a new item. The career doesn't work, the lights are red indicating a failure, even trigger the electric breaker off. Lectron website indicates a 30-day ** dow to return the product no questions asked. Well there is not an address to return it, neither a phone number to call, the only contact is by email. After 20 emails, ******** messages, ******* messages, Instagram messages = no answers from Lectron. Lectron just ignored me. I waisted $400

  Business Response

  Date: 12/06/2022

  Hello, thank you for notifying us of the BBB complaint.

   

  We have already reached out to the customer and offered a return and refund.

   

  Thank you.

   

  Tell us why here...