Free2move Reviews 

One of the worst customer service experiences I've ever had.
I rented a Free2move vehicle that showed over 240 km of remaining range when I picked it up. After driving less than 60 km, the fuel range had mysteriously dropped to around 120 km, and after a 3 km trip to the supermarket it dropped again to 60 km. It was obvious something was wrong with the vehicle's fuel range calculation.

To avoid running out of fuel, I used the "Refuel" option in the Free2move app. The app directed me to a Shell gas station in Eberswalde. During the 6 km drive there, the range indicator rapidly dropped to 0 km. I barely reached the station—only to discover that it was closed and unable to dispense fuel. The app had sent me to a gas station that wasn't operating.

I was stranded with my 6-year-old daughter in the evening in the middle of nowhere. Customer Support knew I had 0 km remaining and that the app had directed me to a closed station. Instead of offering assistance, they told me to drive several more kilometers to another station. When I explained that this was unsafe, they refused to provide any roadside assistance because I was outside Berlin (that's your problem they told me)

In the end, a Good Samaritan helped me by bringing fuel in a canister after I had been waiting for about 45 minutes. Without his help, I would have remained stranded.
After refueling, the vehicle continued showing wildly inconsistent fuel range readings, confirming that something was seriously wrong.

I submitted a detailed complaint with photos and evidence. Free2move acknowledged receiving it but has provided no explanation, accepted no responsibility, and has not reimbursed me for the expenses I incurred because of their failures. Neither the gas that I added.

A company that rents vehicles should ensure they are safe, maintain an app that provides accurate information, and support customers when its own systems fail. Free2move failed on all three.

I will never use this service again but also will escalate this issue.

Very disappointing experience with Free2Move in Berlin.

A car I rented through their service was removed by the BVG because it allegedly obstructed bus traffic near a bus stop. Total cost charged to me: 294.17 €.

What I find most problematic is the lack of transparency and the practical impossibility of making a meaningful appeal.

The evidence provided does not clearly show a serious obstruction, yet the most severe measure — immediate towing — was applied. From the photos, the bus was still able to pass. There was no proper explanation why a normal parking fine would not have been sufficient.

At the same time, there is no transparency about how the decision was made, no real review process, and no access to the internal assessments behind the towing decision.

As a customer, you are simply presented with a bill that is automatically charged to your payment method.

Parking rules should absolutely be respected. But enforcement should also be proportionate, transparent, and open to proper review.