ComplaintsforEngel X Way USA

• Initial Complaint

  03/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have an EV plug-in hybrid for 2 years. I bought the juice box 40 charger, which is more than capable to fully charge my car. The company has an app to control the charger - for me to control my charger that I bought and paid for. The app worked well. Then they migrated to a new app. I received notification in the app when I went to check on the settings a couple of weeks ago and could use it. So I downloaded the app. It hasn't given my car a full charge since. Everyday my car is using gas now when before I could stay local and not use gas or maybe only a couple miles of gas. Now it's every day. I keep calling which they don't do anything. I was told it's not supposed to fully charge - which is only true for EVs, but not the hybrids. The hybrids have a built in buffer. But even so, it's not a safety issue, it's a battery efficiency issue. EVs have that concern, but not the hybrids. Even so,it is my right to fully charge my battery. Day after day, I call and write and they do nothing. I have tried to adjust settings to force the charge and still only 3/4 charge. I get ***** miles when I used to get ***** depending on the temp. I'm so frustrated. I paid a lot of money for a car to spend less and now they switched to an app that doesn't work properly and have no solutions except to tell me it's only supposed to charge to 80%, which isn't even true of plug in hybrids. I have asked to be migrated back to the old app as I read online that some people did that, but I have not gotten any response to that request. Apparently the app has been out for a year, but my old one was working fine. I never received any notifications. I'm just not sure what to do at this point.

  Business response

  04/23/2024

  Hello- this is in response to BBB Complaint, case No. 21376045.  We have investigated the information set forth in the complaint and believe we have identified the issue, which has been corrected.  If the customer experiences any product quality issue in the future they should contact the Enel * ***************** team.
  Thank you
  *******************, Head of Customer Care
  

  
  

*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. ↩