Needs Montgomery County, Arlington, & Alexandria
Used to include Montgomery County, Arlington, &
Alexandria. Ever since free2move declined to pay the cost of doing business there they stopped servicing those areas which makes this service far less useful in the DC area.
Alexandria. Ever since free2move declined to pay the cost of doing business there they stopped servicing those areas which makes this service far less useful in the DC area.
Car rental
I filed a complaint because they charged me for 6 hours. They claim I didn’t lock my car, even though the app confirmed it was successful and I checked the door—it was locked. However, they claim there’s no record of it. The app often has issues with taking pictures, loading to end the trip, and it keeps declining my card even though my bank didn’t. They didn’t take full accountability for these problems.
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Glitchy app and ridiculous fees
The app is a continual problem. The screens at the beginning of a rental re: interior and exterior condition of the car won’t advance/the “skip” button doesn’t work. The end screen with the option to check “don’t show me this info anymore” still shows up. More than once the app has said the engine is still running. And it is very slow to start and end a trip.
The introduction of the drop zone fee leaves a lot of people who aren’t close to public transit with higher costs. If you don’t want people to leave cars there, just end the service there.
The introduction of the drop zone fee leaves a lot of people who aren’t close to public transit with higher costs. If you don’t want people to leave cars there, just end the service there.
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DO NOT USE IN DC
The service is pretty good for getting to and from where you need to go, but that’s it. Parking is a nightmare, and I’ve been hit with THREE $150 tickets because of where I parked, even though when I parked, I was allowed to. I can’t move a rental car once it’s parked, but the tickets still got billed to me, and now I’m out of hundreds of dollars. Just take an uber.
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Awesome service
Use this instead of having a car at a second home in DC, and the flexibility of having a car on demand is so much better, flexible (and cost effective) than using Uber and Lyft all the time. Accidentally left the lights on and had to call for service to get back into the car, but they answered quickly (by an actual human) and were helpful and responsive.
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Sent me to Court with a Ticket due to RENTING AN ILLEGAL UNREGISTERED CAR
While moving my items from my college dorm to a storage unit I got pulled over due to a headlight issue and they also hit me with a driving an unregistered car charge. When the officer asked for my license and registration the car had ABSOLUTELY ZERO credentials to hand over. No proof of insurance, no car registration, NOTHING. I was unable to produce any of the proper documentation and as such, the officer was getting ready to ticket me for driving and unregistered car. When I called the customer support line they were unable to provide any registration and kept saying “everything is done through the app”. Then the customer service rep kept telling me they couldn’t give any information of the car registration to me over the phone, and would only do it to the police officer. When I handed the phone over they CONTINUED to be unable to provide any information to the police officer.
Honestly one of the worst experiences of my life. Customer support was terrible and quite inept. Not I have to go to court on top of paying a giant ticket. DO NOT USE FREE2MOVE.
Honestly one of the worst experiences of my life. Customer support was terrible and quite inept. Not I have to go to court on top of paying a giant ticket. DO NOT USE FREE2MOVE.
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Company is very poor in customer service and racist
Downloaded the app and completed all the steps to get be approved for the app services. Next I try to book a vehicle and told me my payment wasn’t processing (of course there was money and valid visa card), after numerous attempts I was led to call customer service and try to get this resolved. Of course nothing changed I was pushed to wait after being tokd my account had no issues and was approved they concluded with it was a server issue. I was told to wait 3-5 business days to get a response. Today i got response finally and was told it was due to their “True-risk Auto AR report” and due to my automotive history i was approved. Mind you Ive never owned a car!!!!!
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Not too impressed
Scan code didn’t work and then wanted to book parking spot for 1 month at YVR, kept telling me I was not connected to wifi when I was.
As I leave Vancouver on Sept 4th, and trying to get things finalized.
Would not recommend if this how it works.
As I leave Vancouver on Sept 4th, and trying to get things finalized.
Would not recommend if this how it works.
Don’t use in DC
Do not use this service if you are in DC! If you walk around DC, you’ll see these cars littered with tickets. There’s a reason - the company requires you are responsible for any ticket issued within 48 hours of the end of your rental if no one else rents. With all the parking restrictions in DC between set hours. You will most likely get charged for ticket + $25 admin fee. Use an Uber/Lyft. It’s cheaper.
Plus the cars often smell of smoke.
Plus the cars often smell of smoke.
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Worthless
I followed their instructions in the app to upload my license, only to receive a message that “Unfortunately, our account review department has determined that you are not eligible to join Free2Move at this time.” Seems like this company is just collecting peoples’ data to use in unknown ways, while not providing advertised services. In the end I’m glad I’m not eligible. After reading the endless 1-star reviews of customer dissatisfaction with this company it’s definitely a blessing in disguise.
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Bad experience
Terrible. SMS never came. Unable select from and to dates. The app is full of bugs.
Terrible Laggy App
It takes me multiples minutes of loading before the app confirms the reservation, then you have to wait the same amount of time to unlock the car. You ruined a business meeting and I wish I would have taken an Uber instead.
F2M SAS needs new brilliant leadership to prevent its collapse & fix bad UI
1. I have virtually no faith in Free2Move SAS CORPORATE, and I’m concerned that soon the company will be completely out of business and closing up shop in its last city in the United States.
Here’s why: with great fanfare Free2move announced that it was purchasing Car2Go sometime in 2022. around the same time, it made a large press release in late 2022 that it had expanded service to other cities and planned to open even more markets in the United States.
Then between 3 and 6 months later, it had shuttered all of its American hubs, except Washington DC.
!!!How does a business go from expansion to near collapse in a few months !? Specially when there’s no recession and more and more people are commuting and traveling again following the pandemic. furthermore, trade backlogs had eased as well, making it easier to service the vehicles.
Understandibly, there will always be market fluctuations, but it seems that corporate made some sort of huge overestimate or some other spectacular judgment error.
Zipcar has also been struggling and cutting service in DC quite regularly, as well as the exit of car to go, which is quite sad.
I can only pray that someday some brilliant COO and/ or CFO will come along, and be able to figure out a profitable, stable, yet affordable Car Share service that is able to find a solution to whatever hurdle these companies keep running into.
1B. i’m sure part of the problem is how poorly a lot of members treat the vehicles causing increased costs to cover damage and
cleaning.
I’m curious how much money they could save if they required members to submit photos and they actually gave severe enough penalties to members who damage and or seriously dirty up the cars.
2. I have Verizon cell service so there should be no reason that there are large swaths of the nations capital that are virtually impossible to connect to vehicles. sometimes I can reserve them, but then I can’t unlock them.
3a. Usually if I have anything less than five bars service or it’s a cloudy day or light precipitation, sometimes I have to close and restart the app several times because of the nearly constant payment error message - which is a false error message because as soon as you reopen the app and the service decides the signal is strong enough. It shows that indeed the reservation was booked from the very first attempt.
The app just is unable to show it without being re-launched two or three times.
3b. Guess what! When you see this payment error message, which is completely free to move’s incorrect message as I mentioned above, then Free2move PENALIZES you and locks your card for 24 or more hours because of “fraud protection.”
3c. So essentially Free2move has a frequent known error and users are penalized for their own inability to fix it , and this has been a regular occurrence for possibly more than two years. that’s just really bad customer service.
4. It’s a great concept, and it has so much potential, and it’s almost been excellent there two or three times!
…especially better for user experience .
At one point, the app was working well for a couple years , that used to have really good customer service agents. Then it got really awful , but gradually it improved so that it’s no longer horrible. Just a bit below average.
Here’s why: with great fanfare Free2move announced that it was purchasing Car2Go sometime in 2022. around the same time, it made a large press release in late 2022 that it had expanded service to other cities and planned to open even more markets in the United States.
Then between 3 and 6 months later, it had shuttered all of its American hubs, except Washington DC.
!!!How does a business go from expansion to near collapse in a few months !? Specially when there’s no recession and more and more people are commuting and traveling again following the pandemic. furthermore, trade backlogs had eased as well, making it easier to service the vehicles.
Understandibly, there will always be market fluctuations, but it seems that corporate made some sort of huge overestimate or some other spectacular judgment error.
Zipcar has also been struggling and cutting service in DC quite regularly, as well as the exit of car to go, which is quite sad.
I can only pray that someday some brilliant COO and/ or CFO will come along, and be able to figure out a profitable, stable, yet affordable Car Share service that is able to find a solution to whatever hurdle these companies keep running into.
1B. i’m sure part of the problem is how poorly a lot of members treat the vehicles causing increased costs to cover damage and
cleaning.
I’m curious how much money they could save if they required members to submit photos and they actually gave severe enough penalties to members who damage and or seriously dirty up the cars.
2. I have Verizon cell service so there should be no reason that there are large swaths of the nations capital that are virtually impossible to connect to vehicles. sometimes I can reserve them, but then I can’t unlock them.
3a. Usually if I have anything less than five bars service or it’s a cloudy day or light precipitation, sometimes I have to close and restart the app several times because of the nearly constant payment error message - which is a false error message because as soon as you reopen the app and the service decides the signal is strong enough. It shows that indeed the reservation was booked from the very first attempt.
The app just is unable to show it without being re-launched two or three times.
3b. Guess what! When you see this payment error message, which is completely free to move’s incorrect message as I mentioned above, then Free2move PENALIZES you and locks your card for 24 or more hours because of “fraud protection.”
3c. So essentially Free2move has a frequent known error and users are penalized for their own inability to fix it , and this has been a regular occurrence for possibly more than two years. that’s just really bad customer service.
4. It’s a great concept, and it has so much potential, and it’s almost been excellent there two or three times!
…especially better for user experience .
At one point, the app was working well for a couple years , that used to have really good customer service agents. Then it got really awful , but gradually it improved so that it’s no longer horrible. Just a bit below average.
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Easily the worst app on my phone
Few complaints about the service itself (other than the ever increasing prices) since it provides a great convenience… I’m not sure where that money goes but it certainly isn’t any investment in their tech stack. The app experience has deteriorated significantly over the years - when F2M rolled out, you could seamlessly reserve, open, and end a trip. I once even took one of their cars into Rocky Mountain National Park without issue.
Now, I find myself having to restart, reload and often even reinstall the app three or four times to accomplish my goal. About 50% of trips require me to call into customer service to have them remotely end the trip. Doesn’t matter what type of location or where I’ve parked.
We no longer take it if we have any other options available - the risk something goes wrong is too high.
Now, I find myself having to restart, reload and often even reinstall the app three or four times to accomplish my goal. About 50% of trips require me to call into customer service to have them remotely end the trip. Doesn’t matter what type of location or where I’ve parked.
We no longer take it if we have any other options available - the risk something goes wrong is too high.
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Horrific CX + UX
I can only think of one other app with a remotely horrible UX. Note: Free2move is still the worst by leagues. By extension, the customer experience is impacted. I CANNOT think of another digital experience with an equally terrible customer experience.
How is this even an app
i’ve tried for several hours to get this app to work downloading it and then deleting it changing my Internet connection and I’m unable to even begin the car subscription process. I tried contacting Support to nothing absolutely no response. I tried using their website again kept getting errors It’s incredibly frustrating and they’re losing customers because of how crappy they use their experiences like why their customers should not need to struggle this much to work with them.
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Terrible service range
Vehicle home area does not even cover the entirety of the district. Pointless to use unless you live in NW and don’t plan to go more than a few miles. App is constantly glitchy and I have yet to get an explanation on why I was charged an additional $50 for one trip. Zero clue why, no response from the help team.
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Worst customer service. Never again!
I called to ask if the 2 hr parking is ok before I ended the trip and was told it’s ok. After I ended the trip they called back and said it’s not ok and I have to start another trip and find parking. I called twice to ask if place I was is ok, the lady with a French accent was very rude saying “of course you will find your parking on your own”. I was charged again for the second time. Worst customer service ever!
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App is glitchy
Lots of error messages and very delayed clicking. Room for improvement on the software development end of things. Overall a great concept and enjoy using the service. Appreciate the 50% off the first few rides to get the hang of using the app and following its rules.
Unless you’re experienced, DON’T TRY THIS APP
The app allows you to find a car, unlock it, and relock it…that’s about it. It does not didcplay a map or give any guidance to where you can park.
There are very few places you can park your car without being ticketed, so just get an Uber or take the bus.
There are very few places you can park your car without being ticketed, so just get an Uber or take the bus.
