Chargemaster plc Avis 496

I have been charged a £60 pre authorisation amount five days ago and the charger never charged my car, displaying a "charging error" message but it's nigh on impossible to get Chargemaster to reverse the £60. I have called them and they state one has to wait five working days before you can complain and ask them to investigate, even though they say that reverses are usually done within two hours aor most two days!
This is the worst experience I have had a with a charger. Usually the pre authorisation amount is reversed and corrected to the actual cost within 24 hours.

I would recommend that you do not use them.

Furthermore, at 89p per Kwh it is the most expensei9ve charging station I have encountered.

This charger is also labelled BP PULSE and Polar network. 79 pence for a kWh is outrageous. Simple. Poor infrastructure attitude means I also have to waste 15 minutes just to get this dilapidated metal box to even work

Chargemaster took £100 up front which made me overdrawn in the bank as it was the end of the month, they used to take £10 ,which was fine so there was always a little bit of credit, to take £100 without informing me first was outrageous.
I have asked for the money to be refunded but after 2 weeks they still have not refunded my money, I have told them that I would like to close my account but still no reply, I would like my £86 in my bank not in there's, I would rather pay the higher prices in shell and bp as I have a better customer experience with these companies, avoid charge master at any cost they are a rip off

customer services replied one week after I reported the home charger problem. Their replied has not addressed my concern.

home charger not connecting to web portal, data not updated for over a year. when I contacted them they told me that the 2g sim has poor coverage in my area, not their fault. Why sell a product with no connectivity?

Tried to use a charger at a hotel in Gatwick. I had the BP app and topped up £10 credit to make use of the better rates.
Charger unavailable on app despite clearly working as someone before me was using it. Ended up having to tap and pay with my credit card at higher rates.
Emailed to ask for refund of credit on 15th July. 17th July they said they would refund. 9th August and two further contacts and still no refund.
Poor charges and poor customer service. Will avoid.

Used one of their charging points at following address Red Lion Street Alvechurch Birmingham B48 7LG one the 22 nd July 2023 at 1:32 pm
For 31 KWh I should have been charged £24.49, I was charged £45.00 which is ridiculous. Please refund immediately
It would have been considerably cheaper using my Golf R

Left in the lurch!!
Our home charger has 3 years warranty. 5 days after the warranty expires, it develops a permanent fault. BP Chargemaster has refused to assist in troubleshooting their own product and have told me to get my own electrician. What kind of service is that?

Had this for 18 months and nothing but problems with the schedule. Works for a while then stops so have to use it in peak hours. Customer service shocking. Takes them up to a week to reply and they aren't helpful. Avoid buying one of these at any cost

i have logged in a complaint several times . Have 2 chargers and scheduling not working. BP is not taking responsibilty of the sub-standard charges they are installing at home. Charger not communicating any more still under warranty. sim card is only 2g which is not available in our area therefore they need to change it to the new version. The irony of the whole thing is that they came home to check all the electric, fuse boxes etc and i paid them a fee to do install new box and check the connection quality. team they said it's not their problem although the new chargers are fine. Still trying to resolve after months not acceptable with the amount of profit they make!!!. I have paid £4k+ in electricity costs as their scheduling doesnt work.

Date of experience: dec 21

Charger not communicating any more still under warranty. The built in sim card is only 2g which is not available in our area therefore the box should be futureproof but isn't when speaking to team they said it's not there problem although the new box is. Still trying to resolve after months not acceptable with the amount of profit they make!!!

Attrocious service.
I have called their service telephone number 4 times in the last week trying to get somebody to fix our faulty BP Pulse charger.
Each time I am told that somebody will come back to me to organise fixing and nobody does.
There is no way of escalating this through their system and all you can do is speak to a call centre who say that they've sent yet another message to the "Home Charge" team.
Would not recommend

Never every use this company. We acquired our ID3 via Motorbility and with it came the BP home charger. We have had endless problems right from the beginning. We waited a couple of weeks for instillation but we managed. We then had 1 yr of unreliable, slow charging with many many calls to BP customer services. Eventually they came and replaced the whole unit including a new fuse box. All was well for six months and now the charger has no power to it at all. The format for the CS is that a very polite person will take your details and then explain they will pass onto a technician, and that is where it stops! Having got nowhere with them independently we sought help Motorbility who sadly had the same level of bad communication as we had experienced ourself (including being cut off). We now have a hire car as we live in a rural area with no reliable public chargers close - how long this will be the situation, who knows.

Unreliable and useless provider for home charging unit…

Since the installation of the home charging unit we have experienced numerous issues with the unit and ended up using a public speed charger which we are aware can compromise the the battery or other electrics in the car.

There have been delays in them addressing the faults. I logged a complaint and the communication has been very slow causing further frustration.

If you can avoid them at all costs.

We moved houses in September and to reinstall the chargemaster, there was a long wait for the engineers. The customer service agent told us to get it installed with a private electrician but the power is not coming to the car. We have been going backwards and forwards with the BP Chargemaster raising the case for the charger which is still under warranty. And more than 10 days, we still don't know what is happening to our case. Every single day, our call is picked up by different agents who are giving us different updates. Yet still no idea whether this case is looked into by the engineers.

Please avoid this company with zero customer service and no sense of urgency.

EV charger installed. Number of faults including *other* circuits tripping. Turned out:
- wrong (cheaper) cable had been installed (it literally got too hot to touch)
- there was no PEN fault device (a mandatory safety device)
- no RCD (a mandatory safety device) in the consumer box
- the MCB (a mandatory safety device) installed was incorrect for the charger.
- instead of using the correct cable entry hole in my new £1000+ BMW charger, they just drilled a new hole in the back of it. Stopping it from being waterproof. Then installed it outside.

Left with a system which had to be turned off as not only did it keep shutting down, but it was literally a danger to life.

Their response: "As you can appreciate the regulations have changed since then. The amendments to the regulations since your unit was installed do not make this unit unsafe."

Plot spoiler: the regulations have not changed since then. Plus I doubt the regulations have ever said, "It is accepted to walk away from a job and leave it ready to burst into flames".

In their defence, another incompetent electrician had to install part of the original circuit due their cable length restrictions. But the guy who installed the charger should have flagged or fixed things instead of just bodging it together, leaving my family in danger.

On the plus side, their customer support was super-quick in responding.

Cost half a grand to fix. Avoid. Like the plague. It terrifies me how many people have been left in this situation but don't even know.

This company took £30 off me for nothing they weren't even able to help me. So I went to Pod point who were able to help me and didn't charge me a penny.
As my car is only 30kw it couldn't be right any way.

This organisation has taken my money £20, when I started my account, the payment is on record with my bank, but Chargemasters have not credited my balance with them.
Ie they have got my my money but have no record of it.

The Holiday Inn Farnborough is still running at half speed,Been like it for ages,I spoke to someone a while back who said they would get it sorted but it's still rubbish

Utterly horrific company, AVOID LIKE THE PLAGUE

Used one of their public charge points September 19th. They charged me £16.05 for my charge (correct) and then took a further £30 on September 22nd. The proceeded to tell me I have to wait a month to get this money back. Then I get told (after providing them details of which charger, date, time, amounts, dates taken from the bank) that they "can't find my transactions". My bank will be reporting it as a fraud tomorrow and getting my money back

DONT USE THEM!!!