NewMotion Reviews 168

I would rate as zero stars. I’m 3 years down the road with my hybrid (thank god I’m not fully stuck as I would be with a full EV). The original installation was hell on earth with nearly six months overdue from the date agreed when buying the car and associated service. Today the charger has stopped working - so I went on ‘the App’! OMG what a pile of crap that is - I couldn’t get past a ‘new feature’ to do an ID verification as part of simply updating an expired credit card (the car license option just stalls on the second photo and locks up the app - tried 4-5 times to give it a run but nothing). Once I overcame that by using a passport, I tried using the feature to restart the smart charge - and it just said failed (no reason / code). I tried the support number (that auto dials) - but that got an ‘out of service’ tone. I can call another number but that is 9-5pm and not weekends (I wish showstopper issues observed those hours). You could not make it up - the company is a bad joke and should not be allowed to continue trading.

Customer service is diabolical!!! 3 Years in. The new motion shell charger was installed in 2021, the guy couldn't get the box to connect via wi-fi so I installed an ethernet link direct to router. He still couldn't get the app working so left him to it. An hour later he had the system online. The charge point comes with a card (posted separately) which didn't arrive in time for the install. The unit was left as a dumb charge point meaning it would charge when ever any car was plugged in (not very secure) however it was up a driveway so no real problem. My app lost connection within a day, despite many many phone calls and requests for a charging activation card it never arrived, after many months I basically given up. I've never been able to connect to the unit. I've never been called back after logging a call to technical.

Over the years, on numerous occasions I've gone to the car in the morning, only to find the charger light is red and the car didn't charge. Luckily it was a hybrid so managed without charging.

Having now purchased a full electric and the charge is critical, 3 out of 5 times on average, the charge failed. I again contacted customer service who logged my call and said someone would call back - again never happened.

This company is absolutely useless and I am now in the process of ordering a different charger from a different supplier, it cannot come soon enough.

Good riddance newmotion!!!!!!1

In July my power wheelchair stops working and I'm left scrambling to find a Manuel wheelchair through hospice because I was told that it would be November 18 th before I can get it fixed I patiently wait for this day and when it comes the repair man left claims bed bugs infected I'm steaming over this because I had to turn in Manuel wheelchair because I stayed it would get repair as per what I was told I'm angry and threatened legal suits and got threatened by vice president of law firms around the 25th I fell and broke both of my legs no joke I'm now in hospital in Pueblo being taken care of over the injury and getting threatened aging over this and I have not talked to anyone from nu motion over the injury but thinking that I should because if they would have fixed my power wheelchair I would not have been hurt in first place

Had to change mine after 2 years as locking actuator failed and absolutely no communication from Shell Recharge or NewMotion about repairing. Just fitted a new Ohme ePod and the difference in customer support is night and day. Do not fit the NewMotion chargers.

What went wrong this time? Same thing as every time year after year. Absolutely no intercompany communication. The only reason I have to stay with this company is because of my chair I purchased through them and I am locked into a contract for another couple of years. Even the employees are disgruntled about how they are treated because no one seems to talk amongst each other leading to major break down. I did have great results with the members of their technical support.

Numotion associate, Victoria, is a great example for excellent customer service. Her desire to preserve the reputation and integrity of Numotion makes her a very valuable employee. I am disabled. Brandon Service Manager, went out of his way to accommodate me. Despite being ill himself, he found time to send David, Service Technician, to do my needed repairs. Like Brandon, David went the extra mile for me. He personally returned my chair in excellent running condition!! Great teamwork, Numotion! Kudos!!

new motion can not activate charging card of rental company on your account so you can not use their app in car rental mode. The contact center was not helping and close abruptly to call without support. I think it is a missing feature in the app or an operator who doesn't know what to do.

a bad precedent by not paying its workers a living wage which dissuades new wheelchair technicians from coming into the business, therefore, making us all wait months for repairs. If they were only more concerned with their customers rather than their yachts, the disabled world would be a better place.
There are only 2 technicians still hanging on is my understanding.

Used a New Motion EVS charger at Waitrose twice this week, on both occasions it placed a 'pending deduction' each time of 45 pounds, plus the charge cost. This should caution people against using such chargers often as these amounts although 'pending', as I suppose used as a deposit, can play havoc with your bank acc.

I have a NewMotion ‘Advanced’ charger. It’s about as advanced as mud, though significantly less reliable.
I can’t believe it has 1.5 stars because, based on my experience, that’s at least two stars too many. I had to rate it as 1 star because there’s no zero option.
It’s unreliable and had all of the advanced features deactivated for a couple of months (and some are still missing). Set a charge schedule, plug your car in, and play ‘energy roulette’ and set if it’s charged the following morning. Two timed sessions on consecutive evenings without unplugging and plugging back in? No chance.
Would I give this charger a recommendation? Yes. I recommend that you buy literally anything else, including a 3-pin granny charger from Screwfix.
Absolutely appalling, and now subject to an installation recall, too.
It’s falling to think I paid anything at all for it, let alone several hundred pounds.

Should be renamed NoMotion. Been 8 weeks since installation and it hasn’t worked from day one, service desk just tell you to switch it off and on, then when that doesn’t work they give up, no response to emails and help desk is now impossible to contact.

Disappointed that I cant score zero for this truly shambolic company. 12 months to install the chargers and without a doubt the worst customer service I have ever experienced in my professional career. I've had countless issues since installed and I've been passed from pillar to post in new motion customer services.
At great expense, I am now in the process of ripping their charger out and installing Pod point chargers.
Save your money and your blood pressure and look else where.

It took 8’months to get my charge point installed for the engineer to turn up and ask where the charging point was, I was confused I haven’t got it… oh he responded they should have delivered it too you, sorry I don’t have another we’ll have to rebook. Omg!!! They eventually fitted it and it hasn’t worked properly since it’s been installed. I’m always having to delete and re download the App. Its taken me weeks to update the firmware hoping this might be the issue and I’m on day 3 without a charger and still waiting for a call from their technical team. Awful product and even worse service.

I have been waiting 10 months for charger supply and install.

Emailed several times with no response or resolution.

Scott Beveridge

Charger fitted as part of my lease deal (eventually). After loads and loads and loads of questions and pictures about my property. I finally managed to get it fitted. Installer didnt have a box to put the electrics inside the consumer cabinet & I eventually went and bought something suitable ( at their request) to aid installation. Few weeks pass. Fiinally get my smart meter appointment and they condemn my consumer cabinet due to the New Motion installation, refusing to fit the smart meter. Eventually get New Motion to correct the mistake. Last straw, charger has finally failed after repeatedly tripping the house electrics & many mornings of coming out to an uncharged vehicle or not charging when plugging the car in from the beginning. Coming up to two weeks of no home charging at all, I use 45kw a day & no real idea or strong communication of when its going to happen. I am also led to believe that if I am fortunate enough to get the unit replaced I will no longer be able to control charging via the app! Avoid, Avoid, Avoid!

Questionnaire submitted in August 2021. I have been trying to get some (any) response from New Motion since March 17th. All emails to date have gone unanswered, the claimed 5 working day response time is a complete joke (& a bad one). Phone calls usually just ring and go unanswered. The last time I actually got somebody to answer the phone was April 20th, I was informed they would investigate where I was in the que and get back to me. Since then - NOTHING! If they cannot be bothered to respond before the charge point is installed, what hope have I that they would deal with any warranty issues? Don't touch them with a bargepole.

Never dealt with a company with worst customer service.

First issue was receiving invoices for payments I’ve already made for charger + subscription. It took a month to get an email response which said to just ignore the payment reminders. I then proceed to receive a email saying I’m going to default on the payments as they haven’t been made. I then have spend 20 minutes on hold to be told I need to email them. I explain that the email states I need to pay within 3 days or I’ll default and get told they can’t do anything and I need to phone back the next day.

To add insult to injury my charger has been out of action for 6+ weeks waiting for a replacement. When it broke I was told they can only deal with the issue Monday to Friday 9-5 after spending 30 minutes on hold. Phone again on Monday to be told I never should of been paying the + subscription as it should of been included with the charger.

So not only do I not have a working charger I’m also get threatened with defaulting on payments I’ve made that I should of never made, meanwhile finding it impossible to actually talk to anyone who can help.

Steer well clear.

I took delivery of my new Volvo on the 30th April 2021 and the Volvo salesman said Newmotion would contact me within the next few days and arrange for my EV charger to be installed ! what a joke here I am over a year later still waiting, with no idea what the hell is going on ! It took them until the October to confirm my order after months of feeding them answers to their technical questions. I was then told that the installation would likely be March / April time ! it is now nearly June and I am still none the wiser as to when I will have the charger installed or ever will. I have emailed them but no reply I have phoned them but no one answers the phone ! what a shambolic company Shell / Newmotion are, they are useless, and their communication skills are non existing
Richard Cannon

Please don't use them, absolutely zero customer service I am now on my third faulty charger which was first installed in January, 4 months later I still haven't been able to charge my car. Absolutely shocking and Volvo don't seem bothered either.

What a hopeless business..... I used my Shell / Newmotion recharge card a few months ago to charge my Electric Car. For some reason Shell did not take payment from the card that was set up on my account. Shell then sent me a request to pay directly to an overseas bank account (which sounded fishy) - so I sent them an email as suggested in their demand. The email was acknowledged with a promise to make contact in three days - which didn't happen. A reminder came a month later - so I called them and waited 55 minutes before I could talk to anyone. Just to be told they couldn't do anything online and I needed to pay by BACS. So Shell make an error and are incapable of resolving their own issue. I certainly won't use Shell again.