One Ford customer got more than they bargained for during a recent trip to an Electrify America charging station. During the process of topping off their F-150 Lightning, they heard a loud boom before both the charger and the truck went dead. Now, the owner is waiting for a resolution while their truck sits idle, hundreds of miles from home.

That customer is Eric Roe, an electric vehicle enthusiast. He owns not just the F-150 but an electric Kia Niro with some 66,000 miles on it. He’s been around his fair share of electric chargers and vehicles so you can imagine his surprise when the truck and charger stopped working.

To make matters worse, he was in Newport, OR, on a road trip some 1,000 miles away from home with family and two dogs in tow. Once the loud boom happened he contacted both Electrify America and Ford but ultimately needed roadside assistance. A tow truck had to drag the car out of the space and onto the flatbed since it wouldn’t go into neutral.

Read: Electrify America Adds First Megawatt Storage System To Charging Station

Initially, the dealer told him that it would have to wait to be seen until December 9th. Thankfully, a Ford representative reached out in the Twitter thread and escalated the case. Now, Roe says that the 12-volt battery needs to be replaced before they can diagnose the issue.

There’s confusion there though as Roe isn’t sure what changed between when he was last in the tuck and now. “The dealership got it in the bay, and are now saying the 12 volt is dead, but it was working when we were sitting in it after the issue. They won’t do anything until they get the replacement 12 volt,” he tweeted. As of this morning, Roe says that Ford corporate is involved and trying to get to the bottom of things.

An Electrify America spokesperson told MotorTrend that it was working with Roe and Ford and confirmed that all parties are trying to come up with answers. We’ve reached out to Ford as well for comment and will update this story once we hear back.

Image Eric Roe/Twitter