Customer Reviews (500)

T-90P • 2025-03-26T20:31:10-07:00

I used an EVgo charger and was correctly billed $11.60 for my session. But about 10 minutes after I unplugged, I was hit with an additional $51.10 charge that I never authorized. To make matters worse, the EVgo app was malfunctioning at the time and didn’t show any active connection. I even have a screenshot of their in-app notice saying they were experiencing technical issues. I contacted support with all the details and proof, but they dismissed my request, claiming everything “looked fine on their end.” No real explanation, no accountability, no refund. If you value transparency and don’t want to risk surprise charges with zero resolution, avoid EVgo.

Noman60000 • 2025-03-26T07:17:53-07:00

I can’t get into the app. It says I need to change password. I follow the instructions to change it and change it successfully. Then when trying to log in it says I need to change my password, endless loop

just some guy, y' know? • 2025-03-24T13:43:13-07:00

Boo. Appears to be no way to know how much the discount price is for their stations unless you install the app and sign up for their discount plan with a monthly charge. I had this app installed in case I need it, but it has too much notification spam so I'm deleting it until I need it. It would be nice if they focused more on keeping their stations reliable and affordable and less on promoting themselves. If the stations are reliable and affordable, they won't need self-promotion.

Summary of Key Insights

The EVgo app receives mixed reviews, with a significant number of users praising its ease of use and fast charging capabilities, while others report frequent issues with broken chargers, unreliable app functionality, and aggressive marketing notifications. A notable pain point is the unreliability of the charging stations themselves, which undermines the app's utility. While the app's design and features like AutoCharge+ are appreciated, these are overshadowed by the inconsistent service and the app's tendency to spam users with unwanted notifications. The overall sentiment is neutral, trending towards negative due to the frustration caused by non-functional chargers and app glitches.

  • Overall Rating: Based on the score distribution, the average rating is approximately 4.04 stars (weighted average).
  • Sentiment: Mixed. Positive sentiment regarding app usability and charging speed is offset by negative sentiment concerning charger reliability and app glitches.
  • Key Strengths: User-friendly interface, fast charging (when functional), AutoCharge+ feature, and helpful customer service (when available).
  • Key Weaknesses: High frequency of broken or offline chargers, unreliable app functionality (crashes, login issues, incorrect availability), aggressive and unwanted marketing notifications, high pricing compared to competitors, and lack of Apple CarPlay integration.
  • Score Distribution:
    • 5-star: 62% (310/500)
    • 4-star: 10.2% (51/500)
    • 3-star: 4.4% (22/500)
    • 2-star: 5.8% (29/500)
    • 1-star: 17.6% (88/500)

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Not explicitly stated, but based on the dates in the reviews, it spans from 2023 to early March 2025.
  • Analysis Methods:
    • Sentiment Analysis: Categorizing reviews based on positive, negative, or neutral tones.
    • Keyword Extraction: Identifying frequently mentioned words and phrases to uncover common themes and issues.
    • Frequency Analysis: Counting the occurrences of specific complaints and feature requests.
    • Weighted Average: Calculation of average rating based on star distribution.

Key User Pain Points

  • Broken/Offline Chargers (High Frequency, High Severity): The most significant issue. Users frequently report arriving at stations only to find chargers out of service, despite the app indicating availability. This leads to wasted time, frustration, and range anxiety.
  • App Unreliability (High Frequency, Medium Severity): App crashes, login problems, inaccurate charger availability information, and failure to initiate charging sessions are common complaints. These issues hinder the user experience and reduce confidence in the app.
  • Aggressive Marketing Notifications (High Frequency, Medium Severity): Users express strong annoyance with frequent and unwanted marketing push notifications, even when marketing preferences are disabled. This is perceived as intrusive and damages the app's reputation.
  • High Pricing (Medium Frequency, Medium Severity): Several users complain about EVgo's high charging costs compared to competitors, making it less attractive.
  • Billing Issues (Low Frequency, High Severity): Some users reported unauthorized charges, difficulty canceling subscriptions, and problems with payment methods. These issues can lead to financial loss and distrust.
  • Outdated App/Device Compatibility (Low Frequency, Medium Severity): Some users with older iPhones report that recent app updates have made the app unusable, forcing them to upgrade their devices or switch to other charging networks.
  • Inaccurate Charger Information (Medium Frequency, Medium Severity): The app's map and charger listings often provide inaccurate information regarding charger availability, location details (e.g., bridge/toll considerations), and connector types.

Frequently Requested Features

  • Apple CarPlay Integration: Many users specifically request Apple CarPlay support for safer and more convenient use while driving.
  • Real-Time Charger Status Updates: Users want the app to accurately reflect the real-time status of chargers (available, in use, out of service) to avoid wasted trips.
  • Stop Charging Button in App: Users want the ability to stop a charging session directly from the app.
  • Improved Trip Planning: Users want the app to provide better trip planning features, including identifying chargers along a route and factoring in tolls and other route considerations.
  • Idle Fees: Some users suggest implementing idle fees to discourage users from occupying chargers after their vehicles are fully charged.
  • Charger Availability Prediction: Users would like to see predicted charger availability based on current usage and estimated charging times.
  • Apple Pay Integration: Request for more seamless payment options such as Apple Pay.
  • User Account Deletion: Request for the ability to delete user accounts and remove payment information.

Strengths and Positive Aspects

  • User-Friendly Interface: Many users praise the app's ease of use and intuitive design.
  • Fast Charging: When functional, the high-power chargers are appreciated for their speed.
  • AutoCharge+ Feature: The AutoCharge+ feature, which allows users to start charging without tapping or using cards, is highly valued for its convenience.
  • Helpful Customer Service: Some users report positive experiences with customer service representatives, especially when resolving charging issues.
  • Extensive Network: The wide availability of EVgo stations across many states is a significant advantage.
  • Clear Information: Users appreciate the ability to view parking details, pricing, and charger names.

Prioritized Action Recommendations

  • High Priority:
    • Improve Charger Reliability: Invest heavily in charger maintenance and repair to minimize downtime and ensure accurate status updates in the app. This is the most critical issue affecting user satisfaction.
    • Fix App Bugs and Improve Stability: Address app crashes, login issues, and charging session failures to ensure a smooth and reliable user experience.
    • Eliminate Unwanted Marketing Notifications: Provide a clear and effective way for users to opt out of all marketing notifications without disabling essential charging-related alerts.
  • Medium Priority:
    • Reduce Charging Costs: Review pricing strategies to remain competitive with other charging networks.
    • Implement Apple CarPlay Integration: Prioritize Apple CarPlay support for safer and more convenient in-car use.
    • Enhance Real-Time Charger Status: Improve the accuracy and timeliness of charger status updates in the app.
    • Add Stop Charging Button: Implement a "stop charging" button within the app for greater user control.
  • Low Priority:
    • Add Apple Pay Integration: Provide more seamless payment options such as Apple Pay.
    • Improve Trip Planning Features: Enhance trip planning capabilities to include route optimization, toll cost estimates, and charger availability predictions.
    • Implement Idle Fees: Consider implementing idle fees to improve charger availability.
    • Allow Account Deletion: Provide a way for users to delete their accounts and remove payment information.

Opportunities for Startup Ideas

  • EV Charger Reliability Monitoring Service: A service that uses crowdsourced data and machine learning to predict charger reliability and provide real-time status updates across all charging networks.
  • EV Charging Concierge Service: A subscription service that handles all aspects of EV charging for users, including finding available chargers, initiating charging sessions, and resolving any issues that arise.
  • Universal EV Charging App: An app that aggregates data from all major charging networks, providing a single interface for finding, using, and paying for EV charging.
  • AI-Powered Charging Station Maintenance: A platform that uses AI and IoT sensors to predict and prevent charger failures, optimizing maintenance schedules and reducing downtime.
  • Gamified EV Charging App: An app that rewards users for charging during off-peak hours or at less crowded stations, incentivizing efficient use of the charging network.

Trends and Observations

  • Growing Frustration with Charger Reliability: Over time, there appears to be an increasing number of complaints about broken chargers and inaccurate app information.
  • Recurring App Glitches: Certain app issues, such as login problems and charging session failures, are consistently reported across different time periods.
  • Desire for Simplicity: Users consistently express a desire for a simpler and more seamless charging experience, similar to filling up with gas.
  • Focus on Fast Charging: Users appreciate the availability of fast chargers and prioritize charging speed.
  • Language Preference: The vast majority of reviews are in English, but there are a few reviews in Spanish.

Conclusion

The EVgo app has the potential to be a valuable tool for EV drivers, but its current value is undermined by the unreliability of the charging stations and persistent app glitches. Addressing these issues is crucial for improving user satisfaction and building trust in the EVgo network. By prioritizing charger maintenance, app stability, and user-friendly features, EVgo can solidify its position as a leader in the EV charging market. A strong recommendation would be to focus heavily on improving the physical infrastructure and ensuring the app accurately reflects real-world conditions.

Original App Link

https://apps.apple.com/us/app/evgo-fast-ev-charging/id1281660968?uo=2