Osprey Charging レビュー 148

Osprey Charging からの回答

2025年10月1日

Hi Ruth. We are sorry for the experience your encountered at one of our Osprey chargers. At the start of a charging session, a £45 pre-authorisation payment is taken to ensure your payment card being used has enough funds to charge. If the card payment reader is tapped more than once, another £45 pre-authorisation payment will be taken as the charger will assume you are a new customer. We are sorry this resulted in multiple £45 charges being taken. Rest assured if no charge took place, all of the pre-authorisation amounts will return back to your bank account shortly. We can confirm that if you do use the Osprey app to charge, only 1 £25 pre-authorisation payment is taken in a 48 hour period which eliminates multiple pre-authorisation amounts being taken. We can only apologise for the inconvenience caused. If you experience any issues charging after 1 x £45 pre-authorisation amount has already been taken, we would suggest calling the helpline number on the charger to ensure the charger is working as expected. If you require any further assistance regarding this matter, do e-mail us at: support@ospreycharging.co.uk. Many thanks, Osprey Team.

Osprey Charging からの回答

2025年10月1日

Hi Rachel. We are sorry that you were unable to charge your vehicle recently on the 12th of September 2025 at our chargers based in Carmarthen. In order for us to investigate this further, do please e-mail us your approx time of your attempted charge to: support@ospreycharging.co.uk where we can view the logs to see why your charging session was not successful at your time of charge. Once again, apologies for the inconvenience caused. Look forward to hearing from you. Osprey Team.

Osprey Charging からの回答

2025年8月29日

Hi Terry,
Thank you for taking the time to leave your feedback. We're pleased to hear that your charging experience went smoothly, and we really appreciate you highlighting the layout concerns at our Carmarthen hub.
Your input helps us improve, and it was great speaking with you directly to better understand the issue. We’ve passed your comments on to our operations team, who are actively reviewing site layouts as part of our ongoing improvements.
Thanks again for your constructive feedback and kind words about our support team – we’re always here to help.
Kind regards,
The Osprey Charging Team

Osprey Charging からの回答

2025年8月26日

Hi Geoff — we’re really sorry for the stressful experience and the time it took to get going. Needing to leave the car park to get a signal, then having the connector lock while the charger was reset, is absolutely not the experience we want at Osprey. Contactless debit/credit payment should be available on our chargers; it sounds like the terminal at this unit was temporarily disabled and the on-site mobile signal made the app a struggle. We’ve raised this for an urgent check so we can (1) re-enable/repair the contactless terminal, (2) review the modem and signal strength at the site, and (3) look at the cable-lock behaviour so a session can’t get stuck in this way. If you can share the site location and charger ID (or your session time and the last 4 digits of the card used / app email) with our 24/7 support team, we’ll investigate your specific session. Our contact e-mail is: support@ospreycharging.co.uk. Thank you for flagging this — we’ll use your feedback to make the site more reliable. We hope you’ll give us another try.The Osprey Charging Team

Osprey Charging からの回答

2025年8月18日

Hi there, thank you very much for your 5-star review. We look forward to welcoming you back to the Osprey network soon! Many Thanks, Team Osprey

Osprey Charging からの回答

2025年8月15日

Hi Mr Anderson,
I’m really sorry to read this and want to investigate urgently. Please email us at support@ospreycharging.co.uk with:
the site/location, date and time
your vehicle registration and any PCN references
a brief description of what happened, plus any photos of the QR code/sticker and the charger ID
For clarity, the official QR codes link to our secure parking partnership site and never ask you to download software. If a rogue QR code has been placed at the site, we’ll remove it immediately and work with the car park operator regarding any parking notices.
Once we have your details, we’ll look into this straight away and come back to you with a resolution.

Osprey Charging からの回答

2025年8月14日

Hi Ben,
Sorry for the frustration you experienced. Mobile phone coverage inside multi-storey car parks can vary and, sadly, it’s not something we can control. That said, our chargers should still accept contactless payment (bank card or wallet) even if there’s no signal to use the Osprey app.
If you’d like to discuss further or share any extra details so we can investigate (location, date/time, charger number), please email support@ospreycharging.co.uk and we’ll look into it right away.
Thank you for the feedback. Osprey Team.

Osprey Charging からの回答

2025年8月8日

Hello Mike,
Thank you for your kind words about our team’s quick responses — we’re glad we could clarify the situation for you. We also appreciate your suggestion about providing clearer information on the location of our EV charging points when assisting customers. We’ll take this on board to help make future visits even smoother.

Kind regards,
Osprey Charging Customer Support

Osprey Charging からの回答

2025年8月6日

Hi there, thank you very much for your 5-star review. We look forward to welcoming you back to the Osprey network soon!
Many Thanks, Team Osprey

Osprey Charging からの回答

2025年8月6日

Thanks for reaching out we can confirm that all our chargers accept credit/debit cards. Please email our support team further site details and we can investigate this further.
Charging on a DC public charging network typically incurs higher costs compared to home charging due to various factors including infrastructure costs and VAT. Currently there is 20% VAT charged on all public charging compared to 5% VAT on home charging. The industry average price stands at 82p/kWh, and at Osprey our price is 82p/kWh. For more information on the cost incurred at public charging sites can be found here: https://www.ospreycharging.co.uk/post/why-is-public-ev-charging-getting-so-expensive/ .
Many Thanks, Team Osprey

Osprey Charging からの回答

2025年8月5日

Hi Anna,
Thank you for taking the time to share your feedback, and we’re sorry to hear that you found our recent advert upsetting.
We appreciate you highlighting your concerns, and we take them seriously. Our intention with the campaign was to promote ease of use and inclusivity, through a tongue-in-cheek phrase, but we understand how the wording could be interpreted differently and we sincerely regret any offence caused.
Your comments have been passed on to our marketing team for review, and we’re grateful you brought this to our attention. We are always striving to improve, and feedback like yours helps us do just that.
Kind regards,
The Osprey Charging Team

Osprey Charging からの回答

2025年7月24日

Hi there, thank you very much for your review. We look forward to welcoming you back to the Osprey network soon! Many Thanks, Team Osprey

Osprey Charging からの回答

2025年7月23日

Hi there, thank you very much for your review. We look forward to welcoming you back to the Osprey network soon! Many Thanks, Team Osprey

Osprey Charging からの回答

2025年7月20日

Thank you for taking the time to share your experience with us. We're glad to hear that your overall experience was positive, but we're very sorry to learn about the inefficiency you encountered while using our charger at Plough, Lincoln. Efficiency and transparency are incredibly important to us, so we take feedback like yours seriously. While some energy loss is expected with DC fast charging due to heat and power conversion, a 20% discrepancy is above what we would expect. We'd like to investigate this further to ensure the charger is operating optimally and help clarify any inconsistencies in energy delivery or billing. If you're open to it, please email us at support@ospreycharging.co.uk with details of your session, such as the date, time, and the vehicle you were using. This will help our technical team run a full diagnostic on the unit. We're committed to improving our network and customer experience, and your feedback plays a valuable role in that. Thank you again for bringing this to our attention. Kind regards, Osprey Team.

Osprey Charging からの回答

2025年7月18日

Hi Sohail,

Thank you for taking the time to leave your detailed review.

We're sorry to hear about the disruption you experienced during your charging session — we understand how frustrating it can be when things don't go as expected. However, we're pleased our support team was able to assist promptly and provide a helpful response along with the receipt and app guidance.

Your feedback helps us improve both the reliability of our chargers and the experience around receipt access and support. We really appreciate your understanding and balanced review.

Thanks again,
Osprey Charging Support Team

Osprey Charging からの回答

2025年7月15日

Thank you for taking the time to share your feedback. We understand how frustrating it can be to receive a parking charge, especially when your primary reason for visiting the site was simply to charge your vehicle. To clarify, the Rainhill location—like a number of others in our network—is managed by a third-party landowner and their appointed parking management company. While Osprey operates the EV chargers, we are not responsible for setting or enforcing any parking terms or issuing fines. As a gesture of goodwill, we often raise cancellation requests on behalf of our customers where possible. However, once a fine has been paid—particularly when processed by a leasing company in line with their policy—our ability to support an appeal or cancellation becomes very limited. The signage on site is provided and maintained by the parking operator and includes instructions on registering your vehicle. We always recommend checking the signage when arriving at a location to ensure any local parking requirements are met. We do appreciate you reaching out and hope your future EV charging experiences are smoother, whether with us or elsewhere. Kind regards, The Osprey Team

Osprey Charging からの回答

2025年7月8日

Hi there, thank you very much for your 5-star review. We look forward to welcoming you back to the Osprey network soon! Many Thanks, Team Osprey

Osprey Charging からの回答

2025年7月6日

We sincerely apologise for the inconvenience you've faced. Your experience is not reflective of the standard of service we aim to provide. Ensuring high standards of customer service is of utmost importance to us, and we regret that your recent experience fell short of expectations. Please contact our support team at support@ospreycharging.co.uk if you would like to discuss this further. Many Thanks, Team Osprey

Osprey Charging からの回答

2025年6月25日

Hi there, thank you very much for your 5-star review. We look forward to welcoming you back to the Osprey network soon! We will pass on this feedback to Josh. Many Thanks, Team Osprey

Osprey Charging からの回答

2025年6月23日

Hi there, thank you very much for your 5-star review. We look forward to welcoming you back to the Osprey network soon! Many Thanks, Team Osprey