Electrify America ran a "free charging" promo over the holidays. I decided to try them for the first time on January 3 in the evening. I saw the following screen saying "This session is on us" and started charging:
To my surprise, I was charged at the end of the session. I emailed EA, asking them why this happened, but had no reply. I then called them to get more info. I was told, after 30 minutes of conversations with two reps, that the promo had expired almost 24 hours prior. They said that they had a problem pushing out updated messages/screens to their chargers, but this did not happen prior to the end of the promotion. I asked for a refund given their problems, but they refused, saying that the fine print on the screen says that the promotion ended earlier that day (almost 24 hours earlier at this point). They agreed that it was misleading but blamed me for not reading the fine print and simply relying on their primary message.
I understand that companies make mistakes with keeping things up to date. I don't understand, and cannot forgive, however, when they refuse to make make things right for customers when they make mistakes. I was asking for $5 back. Worse yet, they blamed me for taking them at their word and not reading their fine print.
Is this par for the course with EA? If so, I will gladly take my brand new EV exclusively to EVGo chargers in the future (even if they don't offer "free" charging over the holidays).
To my surprise, I was charged at the end of the session. I emailed EA, asking them why this happened, but had no reply. I then called them to get more info. I was told, after 30 minutes of conversations with two reps, that the promo had expired almost 24 hours prior. They said that they had a problem pushing out updated messages/screens to their chargers, but this did not happen prior to the end of the promotion. I asked for a refund given their problems, but they refused, saying that the fine print on the screen says that the promotion ended earlier that day (almost 24 hours earlier at this point). They agreed that it was misleading but blamed me for not reading the fine print and simply relying on their primary message.
I understand that companies make mistakes with keeping things up to date. I don't understand, and cannot forgive, however, when they refuse to make make things right for customers when they make mistakes. I was asking for $5 back. Worse yet, they blamed me for taking them at their word and not reading their fine print.
Is this par for the course with EA? If so, I will gladly take my brand new EV exclusively to EVGo chargers in the future (even if they don't offer "free" charging over the holidays).
