- Report: #1141593
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 MotorcyclesNationwide USA
Evolve Motorcycles REVIEW: Evolve Motorcycles clients, feel safe, confident & secure when doing business with Evolve Motorcycles. Evolve Motorcycles creates products inspired by vision of clean, fun, affordable transportation. Evolve believes customers come before anything else, has reaffirmed it's commitment to Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction & confidence when doing business. Evolve Motorcycles, headquartered in New York, New York
*UPDATE: Evolve Motorcycles 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.
The 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 Motorcycles Shocking waste of money - Stay away from Ben Plum Boston Massachusetts
Ongoing 2014! 2/21//2013 Ben Plum / Scotty / Connor - What a complete NIGHTMARE! First of ALL. I ordered an ALL electric NEON EVOLVE they told me it would be shipping out end of the month. - I said KOOL! I put 70% down as a deposit. I was the first customer to purchase the EVOLVE ( OH JOY!) They asked me to help them setup a new dealership in Las Vegas. I said sure just let me know what you need. Assuming all is going to be fine. I was wrong they have serious business issues. First the NEON was never ordered after 10 emails and a few phone calls asking for status DEAD END!
I finally called EVOLVE in New York spoke to Ben. Ben was in shock to here how long I had waited for a scooter that wasn't coming. Ben said I will make sure you get a newer NEON H. More KOOLNESS? Wrong! Scooter took a month to ship because Connor was lost couldn't find a shipper and or they have no funds. REALLY? Finally I get a tracking # I am watching the scooter travel across the USA arriving in Las Vegas. BAM! Its here! OH JOY HAPPY DAYS! WRONG!
I called the shipping company on Friday 1pm they said sorry Sir we had the wrong phone# (Reading the other RIP OFF REPORTS this is a pattern with the EVOLVE shipping department) for you will have to wait till Monday. I'm so HAPPY - I have to wait even longer. Thinking Ben from EVOLVE made sure the scooter was perfect before shipping? Wrong again! Damaged scratches ALL over - no shrink wrap - Charging port under seat and Charger defective and the ION Battery is defective the main reason for the purchase -
Scooter shuts off by itself when idling - Dash light only lights up when you pull the hand brake - The seat is complete garbage. I had to call another dealer in another state to get part's - WHAT A COMPLETE NIGHTMARE! STAY AWAY FROM THESE GUYS! P.S. I'm still waiting for the claim on the damage! How long do you think that will take? A few years! OH JOY! If you have any questions please feel free to contact me @ (((email redacted))) there is even more details.. Stunning news! Scotty's Scooter dealer is now CLOSED down 1706 Pacific Coast Hwy Hermosa Beach, CA 90254.
This report was posted on Ripoff Report on 04/25/2014 03:45 AM and is a permanent record located here: http://www.ripoffreport.com/r/Evolve-Motorcycles/nationwide/Evolve-Motorcycles-Shocking-waste-of-money-Stay-away-from-Ben-Plum-Boston-Massachusetts-1141593. 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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