Urban Mover UK - Rubbish Customer Service!

I bought my UM36 last year sometime, and its been with Urban Mover for two months this year! The problem? A dodgy battery that could have been sorted out in less than a week!

When we called Urban Mover, there was never anyone there to take our call - The secretary told us that all the managers were in "Meetings" every day we called - they never wanted to speak to us.

We ended up emailing them, and they got back to us in a few days asking us to visit their local dealer, who would take the battery from us, send it back to them, then and only then would they send a new battery out. I don't see why they couldn't have sent a new battery in the post straight away!

So they got the battery, and we hadn't heard from them for a while, so we called them, and constantly we were fobbed off with crappy excuses. We were told several times that the battery would be back with us "next week" - next week was actually 2 months later!

When the battery came back (a reconditioned one - not even new!), we had to get it from the local dealer - they couldn't send it to us directly, even though it was fine for them to send us the original bike directly to my home.

I have tried to get an explanation from the company as to why it took so long to get the battery back to us. It seems to me that the only thing Urban Mover are interested in is selling the product - there is absolutely no backup support from them after purchasing the product.

These bikes are not cheap! We deserve good customer service. The same week my iPod died. I called Apple, they dispatched a courier to my door, picked up the iPod the next day and delivered it back to me within seven days. Why can't Urban Mover do the same?

I have launched a web site regarding this - Urban Mover Stinks - If anyone else has any complaints about this company, then please get in touch with me at mpscrosby@gmail.com.

Edited September 29, 200718 yr by mcrosby

Thanks for this information mcrosby, not the first time that UM "service" been strongly criticised in this forum. I'm also aware of one of their models being still on sale for months when it was known that no replacement battery could ever be supplied, since the pack size it took was no longer manufactured anywhere.

Hopefully members and prospective buyers will take note and be careful with their bike choices.

Regarding the Ipod, and indeed the almost the whole electronics/computing trade, service standards are generally excellent, very rapid responses and deliveries in seemingly impossibly brief times. It's a customer service model that all other retail areas should emulate. Even the best companies in the e-bike sector are still light years away from it though, and clearly most don't yet have a clue of what is possible or desirable.

That said, I hope that your bike now performs reliably and gives you satisfaction after this miserable experience.

Finally, you'll be pleased to know that entering Urban Mover Stinks into Google gets your site straight in at the top of page 1 of the search.

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Edited September 29, 200718 yr by flecc

You're not alone, my 12Ah li-pol battery capacity went drastically downhill in the first two weeks of getting it, tried phoning a few times and got the "sorry nobody here right now to handle the problem, leave your number" reply but they never called back. I had to email Keith Chamberlain (UM founder) who responded quickly and a few days later went over to see him at their unit in Cheltenham, he lent me their prototype 8Ah li-ion whilst they sorted out my li-pol battery.

About a month later I went back to get my original battery back which they'd sorted out, but got home and found the charger was dead

Contacted Keith again saying the battery was ok but couldn't charge it as the charger was dead (the li-pol & li-ion batterie packs used different chargers), they didn't have any replacement chargers in stock because they'd underestimated li-pol sales and were expecting a new batch of chargers in a few weeks.

That few weeks was a few months ago, on and off I've been phoning them trying to get through to someone who can get me my 12Ah li-pol battery + charger back but each time it was the "sorry nobody here right now to handle the problem, leave your number" reply with no call back, in fact I've never had a call back from them. One time they did manage to put me through to Keith who said phone in a couple of days because they'll have them then - but guess what happened 2 days later...

So because I'm quite busy during weekday daytime and I don't have a car it means I've got to:

A) somehow get through to Urban Mover to arrange getting a li-pol battery+charger back

B) work out a time when I'm free (which also corresponds to a time when someone at UM will be able to do the battery swap-over)

and

C) because I have no car, arrange a time that corresponds with A & B when I can borrow one, or get someone to give me the 30 mile round trip lift

Sometimes I think I shoulda bought a car... http://www.haku.co.uk/pics/wall.gif

Still, at least I can still ride my bike, albeit with a shorter ride distance than I paid for, and Keith isn't a bad guy and is nice to chat with but yes the company needs some serious work on it's customer relations in regards to problem solving.

I am a dealer and have been waiting over a year for LA batteries for a customer

For an urban glider, maybe the new bikes are better but ive lost customers and have 3 left in stock that i darent sell to anyone because we have had to many problems cutting out up hill, Powabyke maybe crued and over prices but they mostly have spares and you always get advice, as with Sakura.

after sales service

i got my powabyke from powerscoots in london and had afew problems when i first got it the boys at powerscoot actualy came to glasgow and fixed the bike for me hows that for service. i now use electric cycle company in ediburgh as there is no dealer in glasgow

drew

No-show

We were chatting to the guys from Powabyke earlier today at the cycle show and they said that it looked like Urban Mover didn't bother to show up at their stall. Either they're too busy too attend, they couldn't be bothered or something's up.

Powabyke were showing off their new Li batteries (2 types, lite and full, retrofittable on existing bikes) and it appeared they were sharing a stand with Raleigh. Oh yes, and they threatened to wipe the floor with us at Presteigne next time around!

Apart from Powabyke, Gazelle, Powacycle and a sprinkling of Heinzmanns there were no other electric bike companies there. Seemed a bit more crowded together than usual - I liked the cycle show best the year we exhibited at the Islington Business Centre.

 

Powabyke were showing off their new Li batteries (2 types, lite and full, retrofittable on existing bikes) and it appeared they were sharing a stand with Raleigh. Oh yes, and they threatened to wipe the floor with us at Presteigne next time around!

 

Full marks for their sense of humour Tim.

,

I liked the cycle show best the year we exhibited at the Islington Business Centre.

Yes, I think the early ones at Islington were the best. I particularly liked seeing all the university projects, there.

Nothing much of interest in this years show - it was good to chat with Glen of Team Hybrid, though - think I'll give it a miss next year and go to Eurobike.

Miles

I am STILL trying to get my lithium-polymer battery + charger back. Their customer service in my opinion has gone from dire to goddamn f***ing atrocious. Two weeks ago I contacted the place I bought it from in Gloucester and they said they'd get on to UM to get me my battery+charger back, and I haven't heard a word since.

It's not like I'm asking for a custom-built bike or something, it's a freaking battery & charger! their 'helpdesk' has been far from helpful because it appears they don't know much about the technicalities of the product of the company they're working for!

Since I got my UM36 way back in May I've had the use of my 12Ah lithium-polymer battery for about the first 6 weeks, since then I've been using a prototype 8Ah lithium-ion battery of theirs which is noticably losing storage capacity. Whenever I go over to friends houses more than a mile away I have to take the charger with me or else the battery runs on empty for the last part of my return journey - didn't have to do that with the lithium-polymer battery when I first got it.

Urban mover

Well afer seeing this , I am glad that the dealer refunded my deposit on the UM44 that I ordered in June , as they could not get a date from UM when this was going to be delivered despite many phone calls and e-mails.

So Urban Mover is now off my short list of bikes.

David

Just to offer a bit of comfort to anybody who already has an Urban Mover, I bought mine a year ago, and it's done about 600 miles with no problems. So not all of their bikes are rubbish. But reading this thread would not encourage me to buy another one. Commiserations to the people who have hit problems with lack of support. And thanks for reporting them.

Mary

To add to this long list of complains. I am leaving in Switzerland and I bought for my UM 44 a replacement battery (as mine died suddenly and without good reason after just more than 1 years...). I sent a mail to UM , received back from Mr Keith C. in 24 hours a request to pay via Paypal the battery price + shipping fees. I paid right away, it was effectively debited and guess what ? Since then no news, no response to my countless number of emails , no way to get this guys on the phone at +441242254540, their unique phone number worldwide, no response to my numerous voice mail, .. At this point I am not sure what to do to get my battery finally delivered.

My question to whoever could help :Does anyone has news recently from this company. Is it still existing ? Should I lodge a complaints to the local police department (Cheltenham) ? I am looking for any information. Thanks

Thanks for the advise. I paid on the 24th of June 2015 so I hope it's not too late but was still expecting to get this battery delivered to Switzerland. How useless is a ebike without battery ??

Did you mean 24th June 2014 and if that is the case you are too late to start a dispute through PayPal:(

Doesn't sound very promising.

The website is still running, but a lot of it hasn't been updated for years.

As a general point, it seems to me there are too many ebike suppliers chasing too few sales - certainly in the UK.

One might expect some, er, rationalisation at some point.

Were I buying a new bike, I would be content to pay a few hundred as deposit for the retailer to order the correct size and model.

But I would only part with the balance in exchange for the bike.

UM (Ultra Motor aka Urban Mover) were bought by the large Indian corporation Hero Eco who are investing heavily in bicycles in various countries. Mark Loveridge who also traded with the A2B brand was their UK managing director and they were a leading light in BEBA (British Electric Bike Association).

The Urban Mover brand has taken a back seat since then and now Hero Eco seem only to be trading witn the A2B and F4W brands of e-bike. Mark left Hero Eco in September 2014 and now works in a different industry.

I'd suggest you try contacting them through the A2B and/or F4W contact pages on the links I've given, since both brands are shown on email addresses as being @hero.eco.com. Ask them to forward your complaint to Hero Eco on the grounds that there is no reliable UM contact point.

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Sorry I meant 24th Jan 2015. Thanks for the info flecc. Where is Keith Chamberlain playing a role here ? It seems that he is still head of Urban Mover Eco LTD (visibly the third name in his kind after Urban Mover LTD and Urban Mover.com LTD). Looks like this guy is better at launching and closing businesses than maintaining good aftersales quality level.

http://www.companydirectorcheck.com/keith-chamberlain-2

For info, I received the mail with the price to pay directly from him keith@urbanmover.com but no arm in following your suggestion to contact A2B and F4W. Regards

I know nothing about Keith I'm afraid. The information you've given leads me to think that Hero Eco may have separated off UM. However, the inclusion of eco in the company name Urban Mover Eco Ltd that you've given may indicate they are still connected in some way.

As you say, no harm in trying an alternative contact and that may clarify the latest position.

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To add to this long list of complains. I am leaving in Switzerland and I bought for my UM 44 a replacement battery (as mine died suddenly and without good reason after just more than 1 years...). I sent a mail to UM , received back from Mr Keith C. in 24 hours a request to pay via Paypal the battery price + shipping fees. I paid right away, it was effectively debited and guess what ? Since then no news, no response to my countless number of emails , no way to get this guys on the phone at +441242254540, their unique phone number worldwide, no response to my numerous voice mail, .. At this point I am not sure what to do to get my battery finally delivered.

My question to whoever could help :Does anyone has news recently from this company. Is it still existing ? Should I lodge a complaints to the local police department (Cheltenham) ? I am looking for any information. Thanks

First of all you have an arguable claim for a free replacement, part-refund, or repair of the battery concerned (at the discretion of the retailer), as your contract with the retailer was formed chiefly by the English and EU law requirement that consumer goods be reasonably durable, commensurate with their price, irrespective of any 'guarantee'.

Secondly you have an uncontestable claim for a return of your monies paid for the second battery. Your claim is good for a minimum of six years (from what date point I'm not sure), provided the company you paid still exists.

Before making a claim you have to write to the company you paid (with a record from the post office of the letter being sent, not received), explaining your anger, inviting them to help, and explaining that they owe you these things under English law, and that if they do not get in touch within say 7 or 14 days then you will have no choice to make a claim against them, and hold them liable for your costs of making the claim as well.

If they do not pay, I can try to find out how you make a legal claim against them from Switzerland. I believe it is quite easy and cheap, and it definitely does not require a lawyer.

Regarding your question about police, you should not call the police, you should instead report this to Gloucester Trading Standards by writing them a letter at their physical address at http://www.tradingstandards.gov.uk/glos/contactus.htm although I think their job is to frighten bad businessmen rather than to get your money back (although sometimes their involvement prompts the retailer to give the money back anyway).

Edited March 25, 201511 yr by jonathan75

I've done some further digging and it appears Urban Mover now have no connection with Hero Eco, only the Ultra Motor brand A2B remains with them. I've no idea when there was separation but clearly the A2B and F4W contacts are not worth pursuing now.

I did have a new Urban Mover service and parts telephone number issued after the original takeover of Ultra Motor by Hero Eco, but having just tried it I've found it's now disconnected.

Unfortunately it seems you now only have the Urban Mover contact point details you've given.

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I think you have sixty days to claim a Paypal refund, though it might be longer for goods which fail to arrive. You should start a Paypal claim today as you have only a couple of days left. I would also forget about getting back to the company because they might just string you along until it is too late.

You can always reorder it. Although since they haven’t responded to all your emails I wouldn’t touch them with a barge pole.

Edited March 25, 201511 yr by JohnCade

I think you can raise an issue with paypal any time within 60 days from payment date.

Suppliers using paypal agree with paypal to ship the goods within 14 days, unless you have agreed a different delivery date.

I think you have ninety days to claim a Paypal refund, though it might be longer for goods which fail to arrive. You should start a Paypal claim today as you have only a couple of days left. I would also forget about getting back to the company because they might just string you along until it is too late.

 

You can always reorder it. Although since they haven’t responded to all your emails I wouldn’t touch them with a barge pole.

Without disagreeing with anything you've said, I would just add the payer is not in any way confined to PayPal's resolution system for remedies.