Worst customer services from Nrg and incorrect bill

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chiu100ca

New member
Joined
May 22, 2015
Messages
3
Does anyone have experience like I did. I received a bill from Nrg saying I charged at a fast charger for 70 minutes which is impossible. The free EvGo program from Nissan only allows me to charge for 30 min. (Time counts down from beginning) how could I charge consecutively for 70 min non-stop? And I never use a charging station for parking, I know people are waiting in line to get charge. When questioned with Nrg customer service all they can see is the amount I owed. They can not provide any other detail info regarding to the charge. They said billing department will be in contact with me and I never got it.
My credit card on file was expired and they couldn't take money from it. They just suspended my account without any reminder email and now I have to pay $8 for stop of service!
If anyone experience the same over charge or wrong charge like I did, we should make a complain to BBB or something. Luckily there are a few free charging station I can use. I am not paying Nrg for their untruthful business conduct.
 
chiu100ca said:
Does anyone have experience like I did. I received a bill from Nrg saying I charged at a fast charger for 70 minutes which is impossible. The free EvGo program from Nissan only allows me to charge for 30 min. (Time counts down from beginning) how could I charge consecutively for 70 min non-stop? And I never use a charging station for parking, I know people are waiting in line to get charge. When questioned with Nrg customer service all they can see is the amount I owed. They can not provide any other detail info regarding to the charge. They said billing department will be in contact with me and I never got it.
My credit card on file was expired and they couldn't take money from it. They just suspended my account without any reminder email and now I have to pay $8 for stop of service!
If anyone experience the same over charge or wrong charge like I did, we should make a complain to BBB or something. Luckily there are a few free charging station I can use. I am not paying Nrg for their untruthful business conduct.
Click to expand...

There is another thread earlier entitled: "$450 bill from NRG / eVgo" that can provide you with other users experience. You are not alone in having issues with NRG/eVgo. Maybe your approach with contacting BBB will be helpful, but I am not holding my breath.
 
linkim said:
There is another thread earlier entitled: "$450 bill from NRG / eVgo" that can provide you with other users experience. You are not alone in having issues with NRG/eVgo.
Click to expand...
Yep: http://www.mynissanleaf.com/viewtopic.php?f=27&t=19528" onclick="window.open(this.href);return false;.

Ridiculous. They had been get their act together. I'm glad (?) I'm not a customer of theirs yet...
 
I have not had issues contacting eVgo Customer Service, but there are issues getting anything fixed in a timely manner. Today I received a new eVgo charging card. It was for use of the Chadamo-SAE Combo QC. I tried to use the Chadamo side of the QC, and my eVgo card did not work. The SAE combo worked for a Spark driver who arrived after I did. So I was surprised when I received the new card, even though I did not request it. I had to call in to have the new card activated, which was started quickly - the good news. The bad news is the service rep could not complete the activation process, which required a written work ticket send to some office. Unfortunately that office is closed on the weekend, and Monday a holiday. So I can't use the eVgo chargers until complete activation, which may not happen until Tuesday at the earliest. Why can't the process be completed by Customer Services on the weekend? Oh I forgot, I'm talking to eVgo.
 
So I just experienced a new billing issue with eVgo on my 5/13/15 statement. I did 2 DCFC in the last month, for a total of 52 min, or $5.20 @ $0.10/min. I did an L2 with a charge time and bill time of 59 min, which is noted on the statement. So for 1 hr L2, my cost should be $1 @ $1/hr. My total usage cost should be $6.20. However, eVgo added the total charge time [52 + 59 = 111 min] and billed me at @ $0.10/min or $11.10. In this day of computers and software programs, why did they make such a mistake? I called eVgo’s Customer Service but they cannot fix the error over the phone. They need a few days to study the error. I have no problem with the reliability of their chargers, but their accounting/billing department, as well as their website, needs a complete overhaul.
 
TonyWilliams said:
ishiyakazuo said:
And it's things like this that make me glad I can get by almost all the time with the L2 EVSE at my house, and just use my ICE when I can't.
Click to expand...
I'm glad I don't have an ICE to worry about.
Click to expand...
And if that works for you, that's cool. I'm just saying that this is one of the reasons why Tesla's Supercharger network is a great thing (no billing issues), and one of the major hurdles the other EV manufacturers need to overcome.
 

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