Review Time
Tried to charge my wife's car - her app completely failed to recognise and start the charge after about 10 minutes of faffing about. Finally got it to work using my app since I also have an EV. I had registered but hadn't used CPS before. Once charging everything seemed fine. 8 days later, despite the payment for the charge having been successfully collected, I'm still waiting for the £40 preauthorisation to be released back to my bank account. CPS blame my bank but I've never had a delay of this length through my bank with any other provider. I will be giving them a permanent wide berth after this experience.
Avoid this company. Customer service is absolutely shocking. They took £35 pre-authorisation from my back in June, but the charge failed. I contacted them to get the £35 refunded. It is now September and I still don't have my refund. It takes them 4 weeks to answer any emails and they ask for information I have already given them and is included in the email trails. Every email they send starts with the same copy and paste excuse "we are really busy". 4 weeks to reply to an email is completely unacceptable. Completely useless.
Currently in a battle with my wife whether EV or petrol...CPS have really helped her cause 100%.1st time - Two failed charges, pre-authorisation payment taken both times, 3rd time only succeeded with help from Emma on CPS helpline. 3 days later still waiting for the £70 to be returned! 2nd time - charger woukd not connect, phoned CPS and was told the chargers at this location were not communicating, fine! So went for something to eat, on return to the carpark, one car that arrived after me had completed it's charge, and another still charging! Lucky I drive a PHEV, but my move to full EV has really been knocked back a bit. Come on CPS, get your act together, help desk it great, but the rest is sh.... poor.
What a joke this company is, tried chargers in Mallaig, Arisaig and two in Fort William, none worked with the Electroverse RFID card, Electroverse App or Charge Place Scotland App. The fourth one eventually worked with a credit card but only gave 18kW when it should have been 50kW. Not the fault of Electroverse. Now I have £255 of preauthorisations on my credit card for charges that never started!! Avoid this company at all costs!!
Absolutely useless Customer Service in April I moved so I called them up and they had to take my card off so I could put a new card on. I did it and once it is done it said your card has been set up every time I login it says your card has been set up, but it doesn’t tell me which card now it appears that, they didn’t update it as I asked and now I owe a big bill and they block my account and I have to go through the whole process again useless
So bad!!! I have a problem every single time I start a charge and then usually once it starts (after having to move chargers several times) I cannot get my cable out at the end. I therefore have to spend twenty minutes on the phone to the call centre at the start and the end of every charge. Usually waiting on hold for ages before anyone answers. The whole system is utterly unfit for purpose. Call centre staff generally nice and trying to help but if this is what is on offer for those trying to be environmentally responsible and move away from polluting diesel vehicles in our towns and cities then its like a bad joke.
A genuine '2 Star' rating for our 5 month 'deteriorating' experience with CPS who leave yet another dirty stain on the confidence and competence of a SNP led Scottish government (via funds to Transport Scotland).Issues with our first charge in Fife during February 2024 was efficiently sorted with the friendly, patient kind chap on the telephone who identified that charging through the digital app was the issue and recommended a RFID at a £10 cost. This card was ordered and a Direct Debit mandate set up with my bank for payments. No further issues was experienced using chargers in Fife and Edinburgh other than irregular Direct Debits being taken.In a short period of time, this changed. On a journey home from work late at night, my range became too small to complete my journey. A stop at Halbeath near Dunfermline was required and waited in turn to obtain the use of 1 of 2 CCS chargers, I was unable to use the RFID card due to Chargeplace Scotland changing their saved / recorded payment method from Direct Debit to credit/debit card. This would have been absolutely fine, only the organisation failed to let account holders know about this in advance of the change and I had not yet saved any payment card details. I didn't have any payment cards on my person either which left me in a very difficult position. Incidentally, another EV user stated that they had noticed a message on the App. stating there would be a need to store card details however as I had not used the App for several months, I was completely unaware - perhaps Chargeplace Scotland could have handled this transition more robustly and professionally by notifying such a significant and important change to all their account holders registered email address (Simples!!!) Having arrived home to East Fife (5 hours later) I registered a credit card which made using the RFID card and charging experience more reliable however, the billing / accounts team continued to make life harder than it needs to be by issuing a compounded invoice for 'unpaid' charges for the previous 3 months prior to credit/debit card payment. I had oversighted that they had not debited my bank account on a frequent monthly basis despite an active 'live' mandate being in place further to this they had again charged me for connection / no charge attempts. To explain this further Fife Council previously charged a connection fee followed by a KW/h fee, the former has since been removed.I had experienced connection / no charge fees at the beginning of using CPS points and I knew that claiming this money back was going to be difficult, time consuming and exhaustive. The refund had taken nearly 8 weeks to be resolved in the past and now I have to endure the same experience again, as emails are not responded to in a timeous / acceptable timeframe (with an exception of an automated 'we will respond' promptly message).I won't hold my breath waiting though... however, I wont stop contacting them either until the refund is issued regardless of the sum otherwise it will be redeemed as a theft from a government agency.On a final note, Chargeplace Scotland state that they are on 'a mission to get Scotland driving electric' however half of their organisation is needing recharged with some new energy, namely competence and professionalism in the customer services pertaining to finance. The guys who answer the phones regarding faults to chargers are a good bunch who will usually resolve any issues (non financially related) immediately so they are the backbone to our national network and are swimming against the tide to make the orgainsation credible to Scotland's people who wish to improve the environment and like minded visitors. Come on Transport Scotland and SNP gov. you know this can be done.... on budget and within target time! Hmm... :(
Seems like many others I was stung today by CPS taking two lots of £40 out my account despite the charger not charging my car. I called the helpline and like many many others below, got told I just have to wait for the money to return to my account. They couldn't help me get my car to charge, it was all connected up but nothing happened. I was told to try again in 3-5 minutes and of course they would collect another £40 for this third try.
Just awful. Opened an account, got a card, etc. prior to going on holiday in Scotland. Almost every attempt to use a CS charger required us to call them. They took money from our account, but today, stuck in Lerwick, we're currently unable to charge anywhere, and customer services have proved utterly useless.
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