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bp pulse Reviews

3.9 Rating 4,408 Reviews

71 %

of reviewers recommend bp pulse

Company Reviews

3.9

Based on 4,408 reviews


Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 75%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	3.2 out of 5
Returns & Refunds
Refunds Process	Difficult

About bp pulse:

The UK’s biggest name in electric vehicle charging. Trusted by thousands of owners, businesses and councils; with over 50,000 customers across the UK and Europe.

Visit Website

Phone:

3300165126

Email:

heretohelp@bp.com

Location:

bp pulse, Breckland, Linford Wood,
bp pulse, Breckland, Linford Wood
Milton Keynes
MK14 6GY

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bp pulse 1 star review on 24th January 2022

bp pulse 4 star review on 29th June 2021

bp pulse 5 star review on 25th June 2021

bp pulse 5 star review on 23rd June 2021

Anthony Whitney

bp pulse 1 star review on 16th June 2021

bp pulse 5 star review on 11th June 2021

bp pulse 4 star review on 3rd June 2021

39

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Terrible company, Terrible customer service. Poor charger and app. Have to reboot the charger several times a month to ensure accurate reading of car charging times and uses as regularly disconnects itself. Have called several times for help utterly useless and today having called again got told the charger will no longer connect to the app as it is out of warranty!!!! What that has to do with using an app is anyones guess! Absolutely disgusted by this and having to pay for another charger to be installed to charge company car. Disgusting company avoid.”

Posted 2 days ago

“Very poor customer service They can't explain the problem alway come with generic answer " we are sorry for that we pass it to relevant team" Relevant team never comeback fo fix the problem They don't even bother to reply to email One of the the worst.costmer service in UK for such a big company like BP Hope.someone read all these.reviews and action accordingly”

Posted 2 days ago

“The problems included an installation that was so poorly installed that the wiring in their CHiNT unit melted. They don't like dealing with issues (take so long that you get it fixed yourself) and then use terms and conditions rather suggest picking up some of the cost. Will never use BP for anything in the future (not even for petrol if I hire a car abroad) and hopefully if friends listen to me then they won't either. Well done BP another long term customer lost.”

Posted 2 weeks ago

“Poor electrical installation that was close to causing an electrical fire in my home. Almost impossible to find contact email address or telephone number online to contact them about this and hellishly slow response. No customer care and use of terms and conditions to fob you off.”

Posted 2 weeks ago

“It’s a shame there isn’t a 0 star rating. Really disappointing trip to BP, app doesn’t work, contactless card payments doesn’t work and spoiled a day out.”

Posted 2 weeks ago

“If a NO star could be given to this company I would! BP installed a charging port in my nieces home in 2019 from that point it barely worked unfortunately due to dire life events it was chased up numerous but unfortunately left on the back burner…A hybrid car was bought for the express purpose of charging the vehicle for many many hospital appointments but unfortunately for 80% of the time petrol had to be used! The company sent out a number of one legged donkeys, from the very first installer and the following men they sent to attend and TRY to deal with issues! It was the very last and ONLY competent man that came rectified and cataloged a long list of mistakes of the original installation in 2019. BP have a moral responsibility when they send their contractors into peoples homes and should ONLY ever use qualified electricians to install their products yet the mistakes made at my nieces home could have had dire consequences to an already distressed family. I believe NO competent electrician would have made the most basic of mistakes like the kind found in the extensive report written by their OWN contractor! When I asked for them to remove their rubbish appliance and do the “decent” thing and reimburse the cost of something that had only ever worked briefly their response was to offer a £100 gesture of goodwill, I will leave my response to your imagination! I am taking this issue to trading standards and the ombusman to look into… If you are remotely thinking of using this company I suggest you do ALL your research before parting with your hard earned cash to a company that is not in the slightest bit interested in the safety of their customers and can’t wait to be rid of you when the warranty period is up if not sooner!”

Posted 4 weeks ago

“Absolutely awful service. Originally fitted Wrong charger and refused to change it until motability got involved. Been fitted 18 months now and have had to call over a dozen times as it constantly just stops working. Engineer came out and said cheap parts fitted - by their chosen partners. Charger had now speed charging 2 weeks ago and they are refusing to come out before another w weeks had passed. Shocking service!”

Posted 4 weeks ago

“I am not happy with the customer service I have received, for some reason last month my account payment was taken nearly 2 weeks late, with no explanation of when it would be taken, then it was taken with out any updates & the payment had bounced, I contacted customer service when I had noticed to pay & was told every thing is fine & they would take the in 2-3 days & my account would be fine, & then the next day my account had been suspended. I have emailed & have received no response, I am not happy with the customer service I have received & this has cost me as now I am paying a much higher rate on payg. I.D : 172347”

Posted 1 month ago

“Very frustrating! Fast charging at Horwich Park Way Bolton. I was charging for 2 and 3 quarter hours and have gone from 12% to 58% on the fast charger. When I returned to the car my connector was flashing red and not charging but the machine & my phone was displaying that it was still charging. The only sign i saw was a 6hr maximum stay for Middlebrook didn't see anything for the length I was allowed to stay for charging (it's the same carpark!) but thought I'd check so I rang Middlebrook customer service for advice and the lady said there was no limit I just couldn't charge over night. I can see on my app that I have now been charged £13 for 46% of charge and £20 for overstaying. If the fast charger had worked properly I could have been fully charged in 40minutes. The lady I spoke to at Middlebrook is trying to resolve this matter for me BP pulse haven't as yet replied to my email. As a mobility customer I seek out BP for reasonable prices, not anymore should have charged on the motorway!”

Posted 3 months ago

“Tried 3 different stations this morning, none accept card payment.... Pretty poop”

Posted 3 months ago

“Tried 3 times to use BP rapid chargers with success only once! I am a mobility customer and am tied to BP for " Cheaper" charging.The response times for complaints are laughable ! The speech house charger is still out of action,so to more expensive chargers I am forced to go! I do hope motability stop dealing with this shower and sort out a reliable partner!”

Posted 3 months ago

Hello William, thank you for your review. I am very sorry to learn that your have have had some difficulties hen trying to charge on our public network. My research shows that you have charged at a 50kWh unit. I cannot however see any other attempted charge sessions. The post located seems to be in good working order with no current open reported fault tickets. In order for our team to investigate, please could you kindly advise which charge point was being used and what took place when trying to charge. We can then make sure to investigate, triage and if needed arranged for an engineer visit. We have recently developed a relationship with Zap-Map. Any charge post reported via Zap-Map will be fed back to our Network team. My colleagues will investigate and take action where needed. The team will also make sure to provide an update via Zap-Map This is especially helpful if you do not have the time to call our customer care team for support. Please feel free to reply to my email with the requested additional information in order to investigate. ^Eugene

Posted 3 months ago

“Used a BP pulse charging unit at my local car park which advertised for 50 kWh which cost me £5+ to charge it to 60%. Pod Point charges 22p pkWh and will charge your car fully in an hour. If you want to spend £5+ to get your car to 60% go for it. Worst charging point. Exceptional prices for subpar charging time and capabilities. It would of taken me another hour and forty minutes to fully charge my car which would of charged me £10…”

Posted 4 months ago

“Terrible after sales service and unit has been quite poor. Software programmed by a 5 year old with various bug and issues. I have a unit that has not charged for over a month with little support from the inappropriately named heretohelp team. They are definitely not here or there and they could help me blow my nose”

Posted 5 months ago

“Tobias gave excellent customer service. He was friendly and efficient. I called as I had left my BP pulse card at home and was unable to charge my vehicle at a local supermarket without it. Always a brilliant service. The best company by far for professional service and they always do their best to be as fast as possible. I’ve only ever once been unable to get through but generally a pick up within 1-5 minutes.Thats not too long at all to speak to someone to send a command to the charging unit to start.”

Posted 5 months ago

“Not smart- this is the dumbest home EV charger in the world! My first device refused to work- it refused to connect, it charged at peak rates it ignored the cheap rates. After a lot of effort, customer support came a fitted a manual timer into the consumer unit to cut the electricity to this stupid charge when I didn't want it to charge. What an admission- the product was so poor that they literally knew that it would never work. My neighbour has exactly the same problem too! After almost 2 years they replaced my unit with a 'new' WiFi connected device... This was slightly better, in that it would work for several days at a time. However, randomly you will come to the car in the morning to find it hadn't charged at all. Other times, I look at my in-home smart meter display and wonder "what is using all that peak-time energy"... and guess what?.... it had just randomly decided to charge the car. The unit failed to update itself when the clocks changed in autumn and started the charging an hour early- while still in the peak rate. I got fed up and ran an ethernet cable into it to avoid their claimed WiFi issues (several outdoor Ring cameras work at full HD on that WiFi no problem- and they are further away). This did NOT solve the problem! The GUI still fails to connect, half the time, and the unit fails to work reliably. Basically this company has ZERO idea how to write software and deploy a cloud service. Their support is a joke- they always sound helpful and hopeful, yet they must spend all day, every day, having the same hopeless conversation with disappointed customers. They must go home depressed every night. Do yourself a favour and just go and buy a Zappi or an Ohme... forget this company it is a joke.”

Posted 6 months ago

Hello and thank you for your review. I am very sorry to learn of your customer journey and the difficulty experienced with our home charge unit. We have taken a look at your charge point and I am able to confirm the following: *** The unit has the most up-to-date firmware (RC06) installed. *** I can confirm that you have a schedule in place which is set from Monday to Sunday - Please note the units will have an enforced randomised delay when first starting the charge session (more about this in my email). ***We have checked the time zone and I can confirm that this is indeed correct. The system should automatically update to account for changes in daylight savings. ***We have remotely rebooted your system to ensure any possible faults are cleared. From reading your review, I can tell that you are very disappointed in the product and service. I would be happy to call you and discuss your review in more detail to ensure we cover every aspect of your review. If this is something you would like to take place, feel free to reply to my recent email sent. ^Eugene

Posted 6 months ago

“My Chargemaster unit overheated on 26th Sept and I was told to turn it off. A technician eventually came on 17th Oct and was here for 6 hrs. He fitted a BP Pulse unit which is totally different technology which I didn't want and I wasn't given any guidance. Since then the new unit has failed to operate other than the odd day and it's now out of action, they are blaming the internet. As for the comments re getting a quick answer, that's a joke ! It takes at least 20 mins to get the phone answered if at all and you frequently get cut off. They have set up a triage system so you can never speak the the technical team, all they do is rely on emails and avoid answering your questions. The staff are always pleasant when you do get to speak to someone but I never get a resolution. I have asked to escalate as a complaint, but that hasn't happened either, a dreadful company to deal with. I am now looking to take to their regulators/trading standards”

Posted 7 months ago

Hello Carol, thank you for your review. I am sorry to learn that your home charge unit failed to continue to work back in September. I am sorry to learn that the old unit failed, thankfully this was withing your warranty period and I was glad to see our team take action and replace the unit with a new WIFI enable charging unit. With recent regulation changes, home charging unit require to be WIFI enabled and not rely on the GSM network (mobile network 2G, 3G, 4G, 5G). This ensure that your unit does not run the risk of being out of communication which impacts the ability to set schedules and other various online connection instructions. I assure you that with the new unit clear instructions and information is provided to aid you after the installation takes place. Our customer care team are tasked to answer call as quickly as we can, we do often experience a high volume of calls from time to time and do our very best to address call volumes as and when they occur. Our technical team are not available to speak directly to customers and we do not offer the ability to transfer calls to this particular team. However, our technical team do often call customers to help triage and resolve technical issues from time to time. As with any other business, your product at the time of purchase will offer a standard warranty, in this case 3 years. If a product is replaced we do not offer an extended warranty which is standard practice. I would like to point out that the new unit is robust, current and offers a better form of connection (WIFI) not to mention it is at no addition cost to you. I understand that you are frustrated and can see that we have kept in touch every step of the way. I want to assure you that our team are looking into your case and we should have an update for you very soon regarding a technical matter. ^Eugene

Posted 7 months ago

“Hi have been waiting to have my home charger fixed for nearly four weeks now, keep sending emails ect and phoning them, eventually after all there procedures got a booking for Engineer to call , stayed in all day waiting and waiting not tuned up,Then phoned them after getting through they said I didn't confirm the booking another spinner in the works then, I sent them comfirmation of date and time confirming the booking , I asked them, This time when arranging another appointment RING ME and confirm a date and time And pass all this information and emails and calls made nearly over 4 weeks now to there manager , At this time still had no phone calls back yet, This ordeal as been very very stressful for us as I explained over and over in the emails I sent I need the car for appointments ect as she is in a wheelchair. I am now thinking off changing the car I don't think I will ever go back to electric car after having such a bad experience with this company”

Posted 7 months ago

“My charger effectively stopped working properly when an upgrade to the system was made in March and now the charger is searching the network before charging, well in theory . I made a call to the helpline today and was sent information about how to connect the system to my wifi, which I have never needed to do before. The instructions are incomprehensible to me. I just want someone to come out and sort it out. I am thinking of going to BP office to complain.”

Posted 8 months ago

“I have been without a charger now for 3 weeks and still not getting anywhere. You have to wait for over a week for them to reply to emails and when you call the fob you off”

Posted 8 months ago

“The worst ever company in UK to deal with, utterly gutted with their absolute no response customer service. It’s been 6 weeks we are without a working home charger. No one answers the phones or no reply to the emails. I’m making trips to public Charing points as no resolution in sight. What’s the point in having the warranty for 3 years if someone doesn’t even look into your issue for 6 weeks. It’s an absolute joke that this company is still surviving. Where to complain who to complain. Money lost down the drain. Hope this review helps someone, you will de 100 percent disappointed if you chose BP Pulse. One point to note if you chose the new installation option they’ll be super quick to take your call. If you opt for existing customer then please set aside minimum 2 hours of wait without any answer on the other end. And when someone answers the call l, they won’t give their name and the they say it’s the company policy.”

Posted 8 months ago

Hello and thank you for your review. I am very sorry to learn that your home charge unit is not working. I assure you that we will follow up with any customer who reports a fault for a home charge unit or public charge unit. As the post is anonymous, I do not have any information to work from in order to investigate, please could you kindly reply to my private DM with the needed information. Rest assured, we will investigate this matter once we have the relevant home charge account information. ^Eugene

Posted 8 months ago

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bp pulse is rated 3.9 based on 4,408 reviews