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2.1
11 reviews
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Replied to 55% of negative reviews
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This is a bad service, and I don't understand why they are the only host here in Eindhoven. It honestly doesn't make any sense. Their customer service doesn't care about you, and they don't respond to emails.
My first attempt to use this app ended before it began. Account creation failed, so I reached out to customer support. The AI assistant offered no meaningful help, and the human agent who followed was neither courteous nor willing to engage with the problem.
Having accepted that the issue wouldn't be resolved, I made a simple, reasonable request: to delete the personal data I had submitted during registration, namely my email address and phone number. The agent dismissed this, claiming that no information had been stored, and declined to take any further action, since i attempted to deleted account. That claim is difficult to reconcile with the company's own website, which contains extensive documentation on how user data is collected and processed under its privacy policy. Either the agent was misinformed, or I was being brushed off.
I recognize that this app has recently launched in Germany, but that makes the state of its customer service all the more concerning. The agents already seem inexperienced and worn out, and a support request that should have taken minutes instead ended in contradiction and refusal.
I understand that dealing with customers is demanding work. Still, providing basic, competent support is part of what customers pay for, and it should not be treated as optional.
I am writing this to warn other users about severe technical glitches and complete lack of proper customer support with uMOB.
On August 2, 2026, I rented an e-bike in Barcelona for approximately 15 minutes. Upon reaching my destination, I properly executed the locking procedure to terminate the session. However, due to an IoT system failure on their end, the app failed to process the locking signal.
What followed is even worse: I was hit with an absurd charge of €139.40. When I contacted customer support providing clear evidence, they issued perfunctory, automated rejections. To make matters worse, their own system logs are completely corrupted and contradictory: the uMOB app recorded a trip of over 12 hours, while their email support claimed a completely different duration of 505 minutes for the exact same transaction.
Despite a variance of over 4 hours between their own internal records, uMOB refuses to perform any technical hardware or GPS verification, shifting the financial burden of their software failure entirely onto the consumer.
I have now been forced to escalate this matter via formal legal default notice, bank chargeback proceedings, and complaints to European Consumer Protection Authorities (ECC-Net and ACM).
Avoid this app if you don't want to risk paying for system glitches and third-party usage after your ride is over.
Reply from Umob
Dear Carlo,
Very unfortunate to read about the experience you've had in Barcelona using the Umob app. We've directly contacted our supplier after you spoke to customer service to clarify the situation from our end. Both parties, as well as Umob as the supplier, confirm the bike usage for 48h, and that no ride termination request was ever made. In other words, there has been no attempt in the app itself to end the ride. It is at all times required to end the ride in the app, after locking the bike. If a ride is not ended properly, or no attempt has been made to do so, a vehicle can get stolen and the ride can continue.
We've sent you two emails during the ride informing you that your rental has been on for more than three hours, but we did not receive any response to either one of the e-mails. We could not reach you. There was also no ride overview in the system sent, which always automatically is shared once the ride is ended and completed.
If the bike had remained stationary for hours without usage, we would not have charged those hours. However, we have actually charged the used hours in this case.
We've tried to contact you multiple times (during and after the ride), as has Cooltra, to explain the situation on what happened and where the charge has its origin. Unfortunately without any result.
You are, of course, free to contact your bank if you wish to dispute the charge. We can also provide all the information from our side on the explanation. However, we are confident that the transaction was processed in accordance with the agreed pricing and our terms of service.
Bibi, Team Umob.
Please don't use their service 4 mile journey with a bike which does 5mph, and they took £19. Is a daylight robbery.
Reply from Umob
Dear Kaysar,
Thank you for your feedback. I'm sorry to hear you were disappointed with your experience.
We understand that pricing differences can be frustrating, and we're happy to see where this went wrong unfortunately and to make sure the right costs are allocated to the ride. Please share your trip via support@umob.app so our team can assist you.
^support@umob.app
The bikes are well-maintained and comfortable, but ending a ride can be a nightmare -- always takes 2-4 minutes after parking, with messages saying you parked in an unauthorized area (even tho you didn't). This adds $1-$2 in extra costs to each ride, so it's often cheaper to take the bus or metro.
Reply from Umob
Hey Digital Nomad! Thanks a lot for sharing your honest review. The feedback helps our team to improve the services and where to focus on.
We get that ending a ride should be smooth, and we're trying to make that process better everyday.
Any additional costs when not ending a ride will be refunded via our support team.
Pure bait-and-switch SCAM! Avoid umob B.V.!
Unlike legitimate aggregators that make rides cheaper, this company secretly charges you 27 times more. In London, they slap their QR-codes directly on Forest bikes right under the massive "30 MINS FOR £1" official price sticker.
When caught red-handed, they completely refuse to refund the money. Like true scammers, their support demonstrates zero knowledge of consumer laws and just stone-walls you. My bank is already clawing back the money via a fraud chargeback. Stay far away from these thieves!
Reply from Umob
Dear Juri,
Thank you for your feedback and the call we had last week to discuss your review. Once again, I'm sorry to hear you were disappointed with your experience.
The £1 for 30 minutes promotion you are referring to is a Forest promotional offer and is subject to Forest's own terms and conditions, which are available here: https://forest.bike/blog/1-pound-rides. As clearly stated in those terms, the promotion does not apply to all rides or all booking methods.
Umob is a mobility aggregator that brings together transport providers across Europe (e.g., Forest and Bolt in London). Each provider may offer its own promotions and campaigns through its own channels. When a ride is booked through the Umob app, the pricing follows the agreement between Umob and the operator, using the applicable unlock fee and per-minute rate shown before the ride is started. Umob itself offers the promotion that every new customer receives a 10 pound free credit to try out the services.
I understand that pricing differences can be frustrating, but I reject the suggestion that this was a scam or that any charges were applied improperly. The applicable pricing was displayed within the app before the rental began.
You are, of course, free to contact your bank if you wish to dispute the charge. However, we are confident that the transaction was processed in accordance with the agreed pricing and our terms of service. If you have any questions or would like us to review your ride with you, please contact our support team directly, they're happy to help.
^support@umob.app
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