Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 3, 2023, I used the free2move service as I usually do. I picked it up in a residential zone, parked it in a residential zone where I was allowed to park it and had parked it on numerous occasions. It was a Sunday evening when I parked it. I received no notice from the company that I could not park it there or that I could only park it there under certain conditions. The company's whole thing is that it is a convenient, easy service that can be parked anywhere in the home zone, i.e., DC. By Monday morning, the free2move car had not been picked up by another user, but how was I to know that or why would it be my responsibility to know that? That was December 4, 2023. The company sends me a bill and charges my credit $125 on January 29, 2023 telling me that I am responsible for a parking ticket received on Monday, December 4, 2023. The company informs me after it has paid the $100 ticket and charged me an additional $25 administrative fee. Even if I were at fault, which I am not, had it been my own car, I would have a right to contest the ticket. By paying the ticket, the company took that right away from me. But again, it is not my car, I parked it where I was allowed to park it based on the parking signs and I never received notice from the company on any additional parking rules they might have. The first time I received notice of their supposed rules is when they sent me the bill. They can easily notify consumers as they are locking the car, if not earlier. They already include a list of things to check for when locking. It would not be onerous to do so.I contacted the company for a refund and they simply told me they can't refund me and refused to take any other actions.

  Business Response

  Date: 01/30/2024

  Thank you for contacting Free2move regarding the issue

  We would like to inform you that there are parking rules applied by the city of DC that we are applying

  Please note that the customer parked the vehicle in a STOP/STND IN AM RUSH which is a restricted area that the member will be responsible for it for 48hours

  We have been notified that the location you parked after ending a trip resulted in a parking citation. Please see below for more details:
  

  Member Trip
  Date: December 9, 2023
  End Time: 5:34 PM

  
  Ticket Information
  License Plate: *******
  Date: December 11, 2023
  Time: 7:47 AM
  Ticket Number: **********
  Reason: STOP/STND IN AM RUSH
  Charge amount: $100.00
  Administrative fee: $25.00
  For more details on the violation, please reference your ticket and plate number on the following website maintained by the ****************:
  **********************************************************
  
  You can end the rental in any meter or residential zone parking spot within the Home Area. You cannot end your rental anywhere outside the Home Area. Please be mindful of our parking rules, and where not to park, which is described as follows:
  First and foremost, any and all spaces that are not legal
  Streets that have rush hour restrictions—even when they are not restricted—meaning no parking in lanes that will, at any time, become lanes of traffic
  Private parking of any kind—garages, lots, off-street. Including all lots that would require payment, but also free parking areas like grocery store parking
  Parking in spaces which are reserved for special uses or requiring non-DDOT Issued Permits, whether temporarily or permanently restricted
  Areas that are or will become restricted within 24 hours: including street sweeping, school zones and all other time-of-day based restrictions

  Customer Answer

  Date: 02/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because the business does not inform consumers about any of these rules. I have attached a video of everything the user sees on the app when booking a car. At no time does the business inform the consumer of their specific rules regarding parking and the timing involved. There is no link available on the app to their terms that they do not inform you about until after they have decided to bill you.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:11/28/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Free2Moves policy is that if you refuel a vehicle, they will give you a credit up to 125% of the amount spent on fuel, up to $25 (a maximum credit of $31.25).I spent $25 to refuel a vehicle in October 2023, and they issued me a credit of $31.25. They subsequently announced that they were ceasing operation in my city (Portland, Oregon) and changed the credit to be usable only in Washington, DC. I used one of their vehicles on Nov 23 and asked them to apply my credit to that invoice. They have not replied to my request. I would like to receive the value of the credit they promised.

  Customer Answer

  Date: 12/08/2023

  Free2Move has applied the refueling credit to my invoice. This complaint is resolved and may be closed. Thank you!

• Initial Complaint

  Date:11/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Free2Move is a flexible, as-needed carsharing service which operates in select cities including Portland, OR. Rates are $0.42/min+taxes and fees on weekdays, and $0.62/min on weekends. They offer advance-pay passes at a discount - $70 for $100 worth of drive time and $350 for $700 worth of drive time. I purchased a $350 advance pass and was a few days into a rental when the car was stolen, due to no negligence of my own. The cars lock and unlock and start and end rentals through a mobile app. When I returned home, I put the car in stopover mode and it locked. The following morning it was gone. The following afternoon, the car was recovered. at which time i was told that I'd be responsible for paying for the time that the car was stolen. That left $83 in credits on my account, after spending only a couple hundred on actual rental time.It is ludicrous to think it reasonable to hold me accountable for rental time while the vehicle was stolen. My responsibilities as a renter were fulfilled, and it is the failure or malfunction of the mobile app (something I have no control over) which allowed the vehicle to be stolen.At the LEAST I am owed an adjustment to my charges which reflects the actual rental time - a completely reasonable request, which they are denying.

• Initial Complaint

  Date:10/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to file a complaint against Free2Move regarding a billing issue and vehicle condition problem that occurred on September 14, 2023.On that day, I rented a Free2Move car that was in no condition to be driven safely. The car had a parking ticket on it, was parked within a permit-restricted zone, and posed a significant safety risk. I immediately contacted Free2Move's customer service, who assured me that the car would be picked up by the company for inspection and repairs, and that it would be taken out of service for clients.Despite this assurance, I was billed $125 for the parking tickets and an additional $75 without any explanation or justification. These charges are unjust and entirely contradictory to the assurances given by Free2Move's customer service.This situation is not an isolated incident. Free2Move consistently provides vehicles in poor condition, putting customer safety at risk. These issues include overdue maintenance, low tire pressure, and vehicles emitting unpleasant odors.I kindly request a billing adjustment for the unjust charges and urge the BBB to investigate Free2Move's practices for customer safety and fairness in billing. It is essential that Free2Move fulfills its commitment to customer safety by maintaining and properly servicing its vehicles. Failure to do so should result in appropriate action, including potential suspension of their operations.I appreciate your attention to this matter and look forward to your assistance in resolving it.Sincerely,*********************

• Initial Complaint

  Date:07/14/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the service of Free2Move and am now being charged separately on my credit card when my existing account with them has valid car share credits which I purchased in advance / or gas reimbursements (meaning I have already paid for the fuel on their other vehicles). I wrote for clarification and have confirmation by them that this should not be the case (via email attached) which they confirm but they now do not want to reversethe charge. Hence, Free2Move has taken my money, is keeping in on 'credit' on the account and still charging my credit card for services.I have tried to reach out to their customer service (request #******** who indicates that discounts can not be combined as per their FAQ. The issue is that this is not a discount, this is the use of existing valid credits on my account. They have also acknowledged by email that the information is not accurate on their FAQ on this issue... that said, they are still charging me.

• Initial Complaint

  Date:03/22/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  03/18/2023 I tried reaching someone within customer service several times by different contact methods. I have yet to receive a response back from anyone regarding my dire need to get a car on demand! My situation is also time sensitive yet nothing!

  Business Response

  Date: 04/01/2023

  The request has been forwarded to the right Car on Demand department under refrence *******, they will be reaching out to the customer asap.

   

  Business Response

  Date: 04/02/2023

  The customer recieved a call and email form our sales departement

  Customer Answer

  Date: 04/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have not heard anything from anyone in weeks now and because of this I have lost a lot of money. I would like contact information for the local office in Portland as I would like to proceed with a lawsuit for all the distress I have endured because of the terrible customer service. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:01/17/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car through Free2Move that had an empty gas tank. Because Free2Move has a policy stated on their website to give you 125% of the value of the gas as a credit, I partially filled up the gas tank. I submitted my receipt (totaling $20.26). Instead of applying the credit ($25.32 = 125% x $20.26) to my trip (the trip for which I filled the tank), Free2Move applied the credit to my account to be used for a future trip. When I contacted Free2Move, they refused to apply the credit to my trip, insisting that it could only be used for a future trip. Their website does not say anything about the credit only being useful for a future trip. Had I known that the credit could only be applied to future trips, I would not have filled up the tank halfway (instead only putting in enough to get me home). I was trying to be a good Samaritan for the community by renting a near empty car but returning it in a better state than I found it. This is a predatory and deceptive practice of misleading customers because it obscures the fact that the refueling credit cannot be applied to the trip for which the gas was purchased. I've since started a dispute with my credit card company but also wanted to report this unethical business behavior. I see that the company already has a BBB rating of F, so I am not hopeful that they will respond in a fair manner.

  Business Response

  Date: 02/16/2023

  Hello

  The customer's request has been handled and he recieved his fuel refund Request on 1/27/23   #******* !

  Customer Answer

  Date: 02/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While I find that this resolution is satisfactory to me, I am disappointed that the business only moved forward with a fair resolution after I contacted the ************************** This took weeks to resolve (and hours of my time).
  
  Regards,
  
  *******************
  
  

• Initial Complaint

  Date:12/21/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  there are at least 20 free2move cars parked on *********, between * and * **. there are free2move technicians working/moving the cars, and are using the remote car alarms to find the correct vehicles. please have the techs stop using the car alarms to find the correct car. this is a residential neighborhood.

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Basically I rented a car that had problems that I couldn't tell until I was out of the city and going more the 65mph. I had to stay below 60mph on the freeway. The car was very unsafe to drive. When I contacted the company about it they gentleman put me on hold for an absurd amount of time. So I hung up and decided I'd send an email the next day when I cooled off.I wrote the email and wait 10 days for a reply. I got nothing. When I followed up I recieved a reply "We apologize for the inconvenience this has caused you and would like to inform you that your case has been escalated and is being treated under refrence...." Still no response other than that. I have since deleted my account and this is the extent of my complaining. Still no refund.

• Initial Complaint

  Date:11/25/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car in Washington DC using the free2move ride share company in for the first time in June 2022. It was an uneventful trip. In November 2022 I received a notice that the car I had rented had been returned damaged and that I was found at fault, and liable for $2663.60 in damages. I had not so much as scratched the rented vehicle. When I disputed the charge I was told the decision was final. No further information was provided as to how the determination was made. I have never so much as been in a car accident, and was never informed that there was an investigation taking place. Given that I was not informed of an investigation and its decision until six months after the rental took place, I do not have any means or documentation that would enable me to prove that I had not been in any accident with the vehicle and am not responsible for the damage. I would like the charge to be removed from my account and I don't want to receive any further contact from this business.