Charge Smart NY 4+

There is an issue between the app and National Grid.calling them says I need to sign the VTOU paperwork but in the 18 page PDF program it says nothing about it and in fact says that is a disqualifier for participating. I am on an eligible residential rate plan but app says I am ineligible.

Update: I did connect but there was an issue that had to be resolved by National Grid. This was not a user error. The customer service dept. at National Grid who sent the program out was not aware of the program so customer service was not able to help me, rather I was explaining their program to them.

Hi JScottWh,
Thank you for your updated rating and response. We apologize for the initial challenge and appreciate your patience with getting this cutting-edge program in market. We look forward to your continued and valuable feedback.

Thank you,
Joe

So I was excited to see this program so I signed up. The first month it worked but was very glitchy. I have a Chevrolet Bolt EUV and Autel home charger. When the app was used I would loose connection to the vehicle in the my Chevrolet app and the charge smart app would not see it either. Once charging was done and I cycled car on I would see the information. Also when charging away from home it would not allow the car to charge unless I overrode the setting on the vehicle. App had no problem turning this feature of delayed charging on, but when away from home it would not turn it off.. Maybe it’s due to the fact that the app does not work at all now. All sorts of error messages. One of the errors said that the app and my car are incompatible. So how was I able to sign up then and have it work at one point. It’s been very frustrating and all I want to do now is get my money refunded(charge me my regular rate for the energy I did use) from the last 2 months. I tried to unenroll from the app and the button is there, but you have to scroll the page down to see it.. problem is when you are scrolling page down and see it you can’t click on it with out releasing the screen scrolling and the button is inaccessible. Overall terrible experience. Maybe if it gets fixed in the future I will use it but for now I just want my money back.

Hi there, thank you so much for your review - all feedback is greatly appreciated. We are very sorry to hear that you are experiencing difficulties with the Charge Smart NY app. We would love to help you out, and issue a refund. Please reach out to chargesmartny@ev.energy when you have a moment, so our team can further assist you. Thank you, and have a great day. - Alice

This app worked fantastic for the first few months I had it. Then for some reason the app would not work to let me “on peak / boost” charge which I needed for a road trip. Called a 1800 number and had the app removed from my vehicle as it was an emergency. Went back to try to use the app and it now says my NYS account is ineligible and my electric bill skyrocketed. Seems the POC Is email only. Emailed and waiting for a response. Called National grid, they can’t help at all after wasting an hour getting bounced around from department to department. Very frustrating.

We're sorry to hear you're having issues with Smart Charging. Would you mind sharing your National Grid username so that we can link this issue to your support ticket and respond to you there. We apologize that you emailed our support inbox and have not heard back and want to resolve this for you as soon as we can. Please ensure you've emailed your inquiry to chargesmartny@ev.energy

-ChargeSmart NY Customer Support.