- Report: #994687
Report - Rebuttal - Arbitrate
Complaint Review: Evolve Motorcycles | Ripoff Report Verified™ …businesses you can trust. Evolve designs and manufactures 100% electric motorcycles. Evolve, multifaceted group of individuals, united by a common goal – find new solutions to old problems. Evolve are artists, designers, electricians, tech nerds, motorcycle racers, photographers, mechanics, strategists, environmentalists. Evolve motorcycles features latest electrical & charging technologies, sleek design, an active social media community, 24/7 roadside assistance, & competitive pricing.
EVOLVE electric motorcyclesNationwide United States of America
Evolve Motorcycles REVIEW: Evolve Motorcycles dedicated to total customer satisfaction. New innovative technology. Evolve Motorcycles dedicated to creating hyper efficient, long range, affordable motorcycles & scooters. Evolve designs & manufactures electric & hybrid electric vehicles from headquarters in New York City.
* UPDATE: Evolve Motorcycles pledges their commitment to Ripoff Report Corporate Advocacy, Business Remediation and Customer Satisfaction Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. Evolve Motorcycles is recognized by Ripoff Report Verified™ as a safe business service.
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EDitor’s UPDATE: Positive rating and recognition has been given to Evolve Motorcycles for its commitment to excellence in customer service.
Ripoff Report’s discussions with Evolve Motorcycles have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Evolve Motorcycles listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
Evolve Motorcycles' Founder, Ben Plum has informed us that his personal philosophy is that his clients are a precious resource. [continued below]....
As a successful businessman, Mr. Ben Plum feels it is critical to listen to his clients and respond properly. By always putting his customers first, Mr. Ben Plum hopes to maintain Evolve Motorcycles as a successful enterprise both now and for many years to come.
Another top executive of the company told us that Mr. Plum's personal business philosophy is based on the premise that "the most important aspect of any business is a loyalty and dedication to its customers”. The dealer and rider customer service team at Evolve Motorcycles is a testament to that commitment. Headed by Mr Shaun Johnson, a noted executive in customer relations and client engagement, the group essentially leads all aspects of pre and post sale relationships with dealers and clients at Evolve Motorcycles. Ripoff Report learned that Mr. Johnson's team at Evovle Motorcycles is also engaged in the actual design process, and that he and his group personally train dealerships on the delicate nature of client relationships, and how important those relationships are to Evovle Motorcycles executive management team. One of the other things Ripoff Report learned in the course of its review is that typical customer feedback reads: “Evolve Motorcycles (and specifically Ben Plum and Shaun Johnson) truly care about the the evolve experience, and are seemingly willing to do anything that it takes to make their clients happy. Ben Plum even went so far as to share his personal cell phone number with me and followed up multiple times after the dealer i was working with didn't meet my expectations.”
The personal nature of the evolve team, and how far they're willing to go in order to make sure the customer is happy, is a model for customer service operations not only in this industry, but in many others. Accordingly, The Ripoff Report Team has verified them with the highest confidence.
Benjamin Plum, Evolve Motorcycles dedicated to total customer satisfaction … Benjamin Plum and Evolve Motorcycles information provided in this report below is based on comments made by Benjamin Plum during an on-site inspection held by a third party verification company with no biases toward Evolve Motorcycles, LLC..
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
Evolve Motorcycles, LLC is a company specializing in creating new fully electric and hybrid electric motorcycles. Lead generation is mostly grassroots. Evolve manages a public relations campaign to encourage consumers to request Evolve Motorcycles at local dealerships. “The US market dictates I cannot sell directly to an end user, only through dealerships. Registered dealers are the only way consumers can buy [our product]. Eventually, we will have sales reps that visit dealers and demo products. We set up, contract and train dealers on sales and service for Evolve specifically,” explains Benjamin Plum, a representative of Evolve Motorcycles, LLC.
For Evolve, the dealerships are their direct customer, since they are not allowed to deal with the end customer directly. The sales process for the dealerships involves training in the sale and service of the product, including training seminars and on-site service reviews, all of which is provided by Evolve Motorcycles, LLC. “We do an incredible amount to make sure dealers can handle this, because it’s a new product. If there’s any question the dealers have, they can contact us 24 hours a day and speak to me personally,” states Mr. Plum.
Evolve Motorcycles / Customer Care
At times, a customer may feel dissatisfied with the product or service they received. Although it is rare, Mr. Plum explains an instance in which a dealership had a bike that was experiencing difficulties charging, and this was reducing the vehicle’s range, resulting in both the dealer and the end customer feeling unhappy with the bike. “The dealer had gone through all the regular procedures, and it was not fixing the bike. Within 12 hours, we had a team of Evolve service reps at the dealership; we provided a loaner delivered directly to the end user, brought the vehicle back in-house, did a full retrofit, made it perfect, and redelivered it directly to the customer,” explains Mr. Plum. He further explains that any kind of mechanical or battery issues are very rare. “I was directly involved, as both the dealer and customer were upset. We wanted to make everyone happy. Our personal touch was really critical; I was directly available on my cell and in person, and that dealer is one of our longest standing clients.” Initially, Mr. Plum explains, the customer was incredibly frustrated, because nothing that the dealer was doing was fixing the bike. However, since Evolve stepped in and rectified the situation, that customer has gone on to purchase several more Evolve motorcycles, and has continued to feel happy with the product and service.
As part of Evolve’s contract with the dealerships, the dealers are required to regularly follow up with the customers, especially after a complaint has been resolved, to ensure their continued satisfaction. If the dealership is the party experience the issue, Evolve follows up with them directly and strives for constant contact to ensure each party’s satisfaction. “If there is an issue, we routinely follow up with our dealers 15 days after, and every 30 days, we contact them, generally,” explains Mr. Plum.
A complaint posted on Ripoff Report refers to a dealership who states that the bikes they ordered were delivered “not in good condition.” As a rule, Evolve is not responsible for the shipment of the vehicles, and insists that the dealers use third party shippers to manage the shipping. “Our corporate policy is all shipping is taken care of by the dealerships. We also strongly recommend insurance for shipping, and have a list of trusted carriers. That particular person signed that the vehicles were received in perfect condition, and about a week later, indicated they were not,” explains Mr. Plum. He states that it’s difficult for Evolve to determine, in this case, whether the bikes were damaged during shipping. The team at Evolve worked with the shipping company to issue and insurance check that was commensurate with the amount of insurance the dealer had paid for, regardless of whether the bikes were actually damaged during shipment or not. An additional complaint posted to Ripoff Report was lodged by a former employee. “A former employee made personal attacks against us. All I can say about that is we fired that individual for using drugs in the bathroom, and they were pretty upset about that and none of the complaint is true,” states Mr. Plum.
Standard shipping time at Evolve is generally 15-35 days, depending on the type of bike and any customer modifications that were requested. The more modifications that are requested, the more the delivery time may get delayed. “Different seat, power or color combinations could delay an order substantially. We make it clear what the delivery time frame for each bike is when it’s being ordered. About 80% of our deliveries stay within the 15-35 day range,” explains Mr. Plum.
Evolve Motorcycles New Customer Service Procedures
To ensure their customers’ continued satisfaction, Evolve has set customer service procedures that are followed. Each dealer or customer is assigned a dedicated Customer Service Representative that serves as the point of contact for the team for that dealer. The CSR coordinates the interaction between the dealer and the other team members, which includes an advertising/PR representative, a social media correspondent, and a service representative, who works to train the dealers on how to educate the customers on the specifications and maintenance of the bikes. “Usually, the whole team goes to each dealership when they sign with us – we want to make sure it’s a good fit with the dealer, and of course, our salesperson to help with orders,” explains Mr. Plum.
Since receiving complaints via Ripoff Report, Evolve has taken steps to avoid the issue coming up again in the future. Regarding shipping, Evolve has ensured that their dealers obtain an adequate level of insurance for all shipments of bikes, and they have changed their list of authorized shipping providers. Additionally, Evolve strives to work with the dealerships to make sure they hire reliable shipping companies, and makes a point to educate the dealerships regarding the risks that come with shipping the bikes. “We have also taken out insurance policies as a secondary insured, so if something like [the complaint posted to Ripoff Report] ever happens again, there will be funds available to help our dealers with faster recovery,” explains Mr. Plum.
Evolve Motorcycles, LLC recognizes the value of working with Ripoff Report and the Corporate Advocacy Business Remediation and Customer Satisfaction Program, and the platform it provides for businesses and clients to interact and resolve issues. “It’s great to be able to communicate directly with our consumers and to be made aware of issues, and be given the ability to address those issues. I’m excited about the program and excited to be better able to help our consumers with that additional knowledge,” states Mr. Plum.
Evolve Motorcycles / Statements from the team
Evolve Motorcycles' team have expressed that they feel very confident doing their job. The project manager at Evovle stated "I have seen Ben Plum sleep in the office more times than I can count - I've never met a more dedicated person. He believes strongly in the mission of Evolve Motorcycles and in what we're all trying to do here. For Ben Plum, this isn't just a company, its a vision and a way of life- he's passionate about making Evolve a force to be reckoned with in the electric vehicle space. He and Shaun view each of our riders like family and we hear that around the office all the time, they really think of Evolve Motorcycles as a community of likeminded people across the country, a group made up of totally unique and unrelated people, but one interested in the same thing; making the planet cleaner, safer, and just a little bit more fun at the same time.”
Evolve Motorcycles takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this: "Ben Plum provides a very positive environment to work" And comments like this: "Evolve Motorcycles is a true meritocracy - people here put in 1000% and they're rewarded for that effort and for the dedication they have to the project, to the community, and to our riders" and comments like this: "Work at Evolve is hard - we're a small team and we have oceans of work every day - but work at Evolve Motorcycles is also the greatest experience of my life - not because i love the long hours, but because i love the people i work with, and the family that we've built together here" and perhaps most importantly comments like this: "I've worked in a number of startups, and so often the experience is horrifying. The stress gets to people. But at evolve motorcycles its totally different - people here are united by a sense of mission and common vision, but more importantly its so close nit that although its cliche to say, I truly believe that its like being part of a family.”
Feedback - especially negative feedback - has a special place at Evolve Motorcycles. "We are always, always looking for problems" Ben Plum, founder of Evolve Motorcycles commented "we look for problems because we're committed beyond words to making evolve the best that it can be - and that means a relentless search for how we can do things better, and how we can be better, in turn, ourselves. That's why we're so committed to customer engagement - we need to know what our clients want. The same goes for our team members - who i like to call partners.”
Ripoff Report was pleased to learn that Evolve Motorcycles past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.
STATED IMPROVEMENTS FROM EVOLVE MOTORCYCLES
Evolve Motorcycles recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s review, Evolve Motorcycles has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience. In fact, Evolve Motorcycles has now completely changed its corporate shipping policy as a result of the assistance that Ripoff Report has lent the company into understanding customer issues. The company now offers additional insurance to cover any issues that might come up during the shipment of its vehicles.
In summary, after our review, which included discussions with Ben Plum, Ripoff Report is convinced that Evolve Motorcycles is committed to quality delivery of services resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.
Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.
NOW TO THE ORIGINAL REPORT THAT WAS FILED
EVOLVE electric motorcycles EVOLVE MOTORCYCLES scams dealers NationwideThis company has no intention of dealing fairly with its dealers or customers. The overal impression we have from working with them is that they need money, and they are quite willing to scam anyone by sending inferior goods, if any.
The three bikes I ordered from them were damaged in transit and they refused to file a claim or to assist in any way with a cost assessment of the replacement parts, and they don't seem to have any replacement parts available.
Long story ~
In early May, I contacted this company about opening a dealership in September here in a college town. Affordable made in America electric motorcycles sound like a no brainer for the demographic, right? No one picks up at the 800 number. I looked up the listed manufacturing facility address and called...not there anymore. My emails were not returned.
Out of the blue in June, Benjamin Plum phoned to say if I bought bikes immediately he would waive the dealer requirements and send me three bikes with a 50% up front and 50% in September. My understanding was that they would be shipped and the balance would be due after I'd had September to show and sell them.
His part time assistant Sean called to take the credit card number - which was a whole 'nother set of problems at their end! - and I set about arranging for a dealer space, advertising, etc. while I waited for the bikes.
Then a bland note from Sean requesting $2500 for promotional materials. They said they were giving me a break on the $5000 is the mandatory promo requirement. Some discussion later, believing (as per Ben on the phone) that they would send a reduced amount of the classy items in the dealer agreement promo list, I paid it and waited excitedly to start local promos.
Also, I agreed to and paid their $850.00 shipping estimate and offer. Six weeks and several emails later, no bikes, no promo material, no shipping info...no one on the phone...Until! Sean called to collect the balance. They would not ship until it was paid in full. Hmm. I paid and waited expectantly. And waited. And waited. No bikes, no response to email queries, and Benjamin was always in another meeting when I phoned, and Sean had no idea about what was happening with the order. Weeks later Sean emailed that they'd were shipped. He had no tracking information. He had no clue about any promo material.
We were never contacted about delivery. Evolve failed to respond to my queries but I looked up the phone number for the shipper from the emailed estimate and tracked down the LTL. Apparently they'd tried to deliver but Unfortunately Evolve gave the trucker the wrong phone number for us. There was no one here so they drove off again. It was another ten days before they could re-deliver. We were now a month behind on our projected opening, a critical marketing time when students came in for the Fall semester.
Finally one rainy day the truck arrived! Sketchy skeletal 'crates with scant & torn up bubbledwrap all were bent, one completely smashed up. The driver said that's how HE'd received them. I signed the sheet to take delivery so that he could offloaded the bikes. I went to get my camera to record the damage. When I came back the driver was in his truck waving out the window that he had to rush more deliveries out and I said wait, how do I file if there's damage? He said, just send pictures to his company. I uncrated, took pictures, called Evolve, . Ben said, what did they do, drop the bikes off a cliff? And assured me he'd take action. I called the trucking company. they said they'd only deal with the shipper i.e. Evolve. I called Evolve. again to let them know & I sent pictures.
Next week, hearing nothing, I managed to contact Ben. He said he though I was the shipper, not Evolve so he'd done nothing. We cleared that up. I assumed he filed. Next I heard was a forwarded email from Ben to the shipping broker, AllPhase. He didn't initiate this contact. Their rep emailed him about overdue payments at which point he said he wasn't paying them because of a botched delivery...and that was how the shipping company first heard of it.
His idea of helping was to refuse to pay any of his shipping tab and to get hot under the collar and threaten lawsuits etc., but he did not send any pictures or fill out the claim forms! Ben had decided that since they shipped it "as a courtesy" to us, they were not really involved and it was my problem. Evolve needed to review the pictures and state the value of damages on a claim form. They failed to do so.
The ship broker, AllPhase Logistics, is a good company and their rep, Billy Stanzione, is a great guy. He made every effort to help settle the claim. Billy S. finally made a lowball guesstimate just to get the paperwork in on time.
It was denied twice since they had a signed receipt with no damages marked.
I finally hit up the head of the claims department, had the company interview the driver and get the truth. The claim was approved.
Evolve did NOTHING. Did not file a claim. Did not send replacements parts. Did not even send an estimate of the COST of replacement parts in response to emails & phone calls. Not from me, not from AllPhase.The insurance company cut a check to Evolve for the claim, and sent it to AllPhase. AllPhase won't release it until Evolve pays their multiple tabs for shipping, not just mine. Which brings us to another facet of the situation: As a last resort to resolve the problem, I opened a dispute on the recent credit card payments. THat set Ben off on a head spin again. While telling me how Evolve would support and assist me in settling the claim, he wrote to the credit card company that they believed I had file a false claim for damages in an attempt to defraud Evolve.
Meanwhile by phone he was talking on the other side of his face - he made more promises to send repair parts, and better promo materials. I agreed to release the dispute, on his word that he would make good on the damages and useless promo stuff. I release all but $1700, which may or may not cover the cost of the replacement parts. Only, there don't seem to be any available. I don't think they have any inventory at all. contrary to their website under Service: http://evolvemotorcycles.com/?page_id=5
<<need a new part? evolve motorcycles are designed with replace and go parts. an automated inventory system guarantees evolve can replace any part on any evolve motorcycle.>>
* An aside: the $2500 promo materials finally arrived - 2 badly packed tattered ripped open boxes. that held (barely) a number of out of date catalogs with only 1 current model. 100 unmailable 8x10 placards . Blue evolvebrandfed file folders. Small blue paper bags with white handles. Nothing from the list in the agreement: no bike stand, no banner, no podium, no floor mats, no mailable postcards. It was a bunch of outdated/leftover papergoods from their promotional booths. NTM much of it was damaged in transit - stucktogether pages, torn corners...yikes. Response from EVOLVE? A half hearted offer to replace the damaged paper goods.
Mr Plum feels quite aggrieved that e don't want to send the $1700 credit card balance to him until he sends our parts. Based on his past behavior, we suspect we will never see those parts anyhow.
Overall, we paid them $10,000 and have three damaged bikes and a lot of useless paperwork. Any advice?
It's really too bad. It was a good idea, and a pretty good product, and it deserved better management.
This report was posted on Ripoff Report on 01/10/2013 02:35 PM and is a permanent record located here: http://www.ripoffreport.com/r/EVOLVE-electric-motorcycles/nationwide/EVOLVE-electric-motorcycles-EVOLVE-MOTORCYCLES-scams-dealers-Nationwide-994687. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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