We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Auto Rentals and Leasing

Free2Move Carsharing

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

Customer Complaints Summary

  • 31 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/07/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Date of Transaction: November 7, 2022 Tried to reserve a vehicle and could not because free 2 move now has a rule that states they need a $100 deposit in order to reserve a vehicle. I tried to reserve a vehicle using a credit card that I had used before. I was told the card has been declined due to fraud. I contacted my bank and was told my card has NOT been flagged for fraud. I contacted free2move again to let them know my bank says the card is fine. I was told by free2move there is nothing they can do to fix the problem so I need to use another card. I do not have another card. They instituted this rule and I feel like they should try to fix the problem they're causing.

  • Initial Complaint

    Date:10/12/2022

    Type:Billing Issues
    Status:
    Unanswered
    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 Monday Sep. 26th at 10:13am I rented a vehicle for a duration of 7 days (6d 22h 27m). My CC which was on file was supposed to be charged $389.88 it was not. When I called to ask why it was not charged I was told that it came back to them as fraud. My credit card company did not flag the transaction as fraud (I called and spoke to 2 people from Bank of America) but the person kept insisting that the claim came from the credit card company. In the course of 2 weeks I have provided Free2Move with 4 different credit cards to use to pay off the outstanding balance only to be told that each time the card has been flagged as fraud. I made it a point to call two credit card companies before I spoke to someone from Free2Move today making sure that Free2Move can charge the card. Both said yes, I called Free2Move today and spoke with someone who gave me conflicting information first saying that the card I used on Friday (10/7) was not in their system then saying oh well its fraud. The short of everything is I am trying to pay my bill, they are not allowing me to do so claiming fraud on all the cards and not telling me what the fraud is if there is fraud. Preventing this bill from going to collections and negatively affecting my credit is my goal. I simply want to pay what is owed and never deal with them again. Please tell e you can help. Thank you, ::*****************************

  • Initial Complaint

    Date:09/11/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Money-theft scam. App "bugs" are carefully placed to maximize revenue (eg ride-completion). I've been hit multiple times, most recent was a 15m ride. Complete ride -> success (green checkbox, "rate your trip"). Days later it's still active. Customer service shrugs, "you did't check the doors were locked. Doesn't matter what the app indicates." $319. I'm seeking legal recourse. I encourage buyers to look at their critical app reviews, they really appear to be a scam business.

  • Initial Complaint

    Date:09/09/2022

    Type:Billing Issues
    Status:
    Unanswered
    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 was billed by Free2Move through ************** debt collection for a charge I did not incur. Had never heard of or used this business. Have been emailing back and forth trying to get to the bottom of this and have gotten different information from them every time. Incredibly frustrating. I do not want this to end up on my credit report.

  • Initial Complaint

    Date:09/02/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 car sharing app Sunday 8/28/2022 at 10:36 am. I ended my trip 18 minutes later but left my house keys in the car. I then had to rent the same car again at 10:59 am to unlock the car and get my keys. Once I got my keys I was not able to end the trip and lock the car. I called a representative at 11:01 am in 8/28/2022 for help, she was able to lock the car on her end ending my trip. Later that day I saw a neighbor attempt to unlock and use the car but it must not have been working because he stopped his attempts and later walked off. On Tuesday 8/30/2022 I reviewed an invoice I had for 100.08 cent for the second unlocking I had to purchase to retrieve my keys. The invoice notes that there was 0 distance but was used for 17 hrs and 16min. I then called customer service Tuesday 8/30/2022 at 1:48pm asking for a return of funds because this was an incorrect invoice. I was assured I would receive a call in 48hours for the issue. On Friday 9/1/2022 I still had not received a call back from Free2Move and contacted at representative at 3:12 pm. I explained the situation to her and she informed me that unfortunately since I did not end the trip I was charged because nobody else was able to use the car, but shell escalate the situation I then informed her that the representative locked the the car when I called her on Sunday this effectively ending my trip. She then informs me that Although I locked the car its not the same as ending the trip. However in order to lock the car on the app you have to either select park and come back or end the trip to even get the chance to lock the car. Moreover if the car was still in my name my neighbor would not have been able to see the car available on the app to use. It seems Im being charged because they were negligent in looking into the issue with the car being unable to lock and unlock in the first place. In addition the representative blaming me for the charge is unprofessional and factually correct incorrect.

  • Initial Complaint

    Date:08/27/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    This company is fraudulent! They were able to charge my account and take money out when I haven’t even been approved for a rental car. Then for me to have to wait 3-5 business days for a response is crazy. I didn’t have to wait that long when they stole money they shouldn’t taken.

  • Initial Complaint

    Date:08/06/2022

    Type:Billing Issues
    Status:
    Unanswered
    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 charged me two separate $100 holds after I ended my trip which has locked up my credit card and now no bills or anything I have to prioritize can be paid I had a $300 credit line plus an additional $180 I added to the account and they locked everything up for 2 separate $100 that should not have been pending on my account I want these charges gone so I can take care of what I have to do

  • Initial Complaint

    Date:07/26/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    In May I used the app to use a car for a few hours. Little did I know that the radio was not functioning. No Bluetooth or anything. Free2Move still charged me full price and most important did NOT disclose this issue beforehand even though they knew about it. I don't know any other business that would charge full price for an asset that is missing a key component.

  • Initial Complaint

    Date:07/19/2022

    Type:Product Issues
    Status:
    Unanswered
    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 am using carshare company called Free2move almost a year now. Recently, they started charging sales tax for your service. As I know, in Oregon  we don't have sales tax. I tried to reach their customer service but I haven't got any official statement about why they charge sales tax in Oregon. I would like to you review the case and if I am right, I want that they refund all sales tax they charged me already. Thank you so much, Best regards,***********************

Free2Move Carsharing is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.