Free2move (formerly SHARE NOW) Reviews

by Rafsterski

Last week I needed to get a rental car for few hours in Seattle so I decided to give Car2Go a try. The experience of signing up was very poor - several days, emails and telephone conversations (following 20-30 minutes of holding music each time) later I still wasn’t good to pick up one of their cars. Instead, I had to get a “traditional” rental and my Car2Go signing up fee was never waived/reimbursed. I have to now dispute it with AmEx. Please note that Car2Go is subcontracting a company in India to carry out the signing up process so it might take much longer than “download Free2move and go!” as they falsely advertise. Additionally, without my permission, Car2Go put me on their marketing list and is currently spamming my mailbox, which is a clear violation of the GPRD. I was in touch with David from member servies, whom I specifically asked to be reimbursed and removed from the marketing list - he never replied.

by Your Lost Costumer

As a single mother in NYC- Car-To-Go seemed like the GO TO app of convenience! However their payment system is completely outdated and customer service rude and incompetent of finding solutions. You have to call in to change CC info and/or Make payments. Then you have to wait for the billing dept to manually enter your CC info during a 3 to 5 business day period. Then... if any mistakes are made by this team you are NOT ALERTED in any way. No emails, no calls, nothing. I have spent 3 weeks trying to get my account updated with correct CC info and payments made. They manually processed 2 rides and “forgot” the 3rd. And the saga goes on and on. After calling every day for 3 weeks with no resolution I REALLY feel like Free2move owes me some money for wasting my time. Not only did they lose a loyal customer but they also lost further profits as I have repeatedly attempted to give them money and had to use other companies. Please fix your business model and payment processing issues... it would be a shame for another car app to go out of business.

by G3tglam

On two separate occasions I have tried to register to utilize this service. Both times I have had issues with registering. Still unsuccessful. Both occasions I have emailed “customer service” I even included of my issue on the second. Both times I NEVER heard back from anyone! I got the email informing me it’d be 3-5 business days to get a response. The first email was roughly 3.5-4 weeks ago and the second was about 2 weeks ago.
I thought this would be a useful service for someone such as myself. I normally bike, bus or Lyft. But the frustration I’ve received from just trying to register leaves me with the feeling that if I were to actually be able to use Free2move , it’d result in a head ache. The words “hidden fees” keep flickering. Unfortunately I won’t know. I would of easily tried the service but based on the frustration from just trying to register.... I think I’ll just pass all together. 🙄🙄

by Seattleuser

Realize reviewing the service in Free2move Store isn’t fair to the devs but I would not recommend Car2Go on the whole. The me ding I would give to Free2move is resolving payment issues requires separate emails and calls but none are routed to the right locations. Why can I not confirm the payment was updated and processed directly in Free2move ?

The worst part of car2go is their customer service is useless and if you do run into an issue good luck. They had an issue completing a payment with my card after I updated the billing address of my card and instead of sending me a push notification or emailing me when they had an issue when it happened, they waited months and sent me a threatening letting saying I would be turned over to collections. Even after updating the payment and calling and emailing multiple times to resolve the payment, no word yet on wether they have resolved the issue.

by NinaSoAwesome

What’s the worst thing you could imagine about a controlled car rental that unlocks with your phone? The car stopping while mid-turn on a busy road! That was my story on Mother’s Day this year.

I took my family out including my son and while mid turn at a busy light, the car shut down completely. The steering wheel locked up, engine wouldn’t budge and my life literally flashed before my eyes. I called customer service who’s claim was “I don’t know what you did to the vehicle. You’ll have to take a bus or train but we won’t reimburse you for an Uber”. What bus or train gives receipts? And worst off, I was told I’d be refunded and my card was charged immediately as I still wait for a call from a supervisor 3 days later. The English accent man by the name of Troy was the worst, slowest, nonsensical operator ever.

Do not use car2go. They don’t maintain their cars, they don’t clean their cars, and they don’t give customer service in times of need.

by Tambrow

These came out when another car service came out in Seattle. (Reachnow). I stayed Witt them because reachnow was not user friendly. I use them a lot because I don’t have a car and live and work in the city. Very loyal customer. My debit card was stolen and it lapsed my account while I waited for another. I immediately updated the account when I got it.

Guess it didn’t work doing it on Free2move

Next week I called and updated it with customer service.

They took out all but $3.
Said the card didn’t work. But it took out $83 bucks. Had more than $3 in my account btw.

Emailed multiple times.
Called multiple times.
Had them say they’d resubmit it multiple times.
Had them say there is no management multiple times.
Nothing more they could do.

It’s ridiculous! I’ve started using lyfte which I have to use again today because after a few dropped calls and one person who had no ability to give answers I am pretty confused what I’m supposed to do. Never had such a problem paying someone before.

I got a $10 credit but can’t use it because of the $3 balance!

I think they got too big to handle their business. Not fair to make their employees have no options to fix problems. I can’t wait for another car sharing service to open up because I just don’t get why this is such a big issue.

by Maohny

I’ve been trying to fix my billing issues since OCTOBER 2019. It is now JUNE 2020. They reply to about one in 10 of my emails, if that. They repeatedly say I have an outstanding balance, I endlessly give them my credit card info, which hasn’t changed at all, and the I don’t hear back from them. I email and call them another 10 times and they eventually tell me my payment is declined. Call my bank every time and they tell me ShareNow hasn’t even attempted charges in my account and that nothing was declined.

When you call them the phone support people are basically like “yeah this is actual hell for us too, honestly we don’t know why no one emails you back” and are totally powerless to do anything other than take my credit card info AGAIN and say they will make the charge to clear my account, which never happens.

At this point I can’t WAIT until they do something like send my account to collections, when I will get to forward my absolutely ridiculous email chains with them to a lawyer. I have seriously never experienced anything like this!!!!!!

by Lee1928374

I had a bad experience while using a vehicle to take a trip to CT from Brooklyn. It was during the winter and the car did not have windshield wiper fluid. This is a minor fix but still inconvenient and dangerous. The real issue came from when the side view mirror kept turning inwards making it difficult and dangerous to see during highway driving. I reported all of this when I returned from my trip. Customer service said they would be in touch with a resolution. One month later and no response I started an email correspondence regarding this. After some back and forth and the different agents they offered me 10 minutes of free drive time to make up for the bad experience. Hardly enough for the horrible condition the car was inand the dangerous driving that caused, in my opinion. Not to mention they overcharged me... They told me I should have gotten out of the car and ended the trip as soon as something seemed wrong. Great! Then I would be stranded in CT, thanks for that idea! Overall I would not recommend this service unless you don't mind a bad experience when and if something goes wrong or cars that may potentially be faulty and dangerous.

by AarohanM

It’s a great service if you want to drive out of Chicago. If you are planning to take the car to Downtown Chicago “beware” it’s really bad. Because even if Free2move shows you there is parking space the chances that you it will be empty is very less. And if you call the customer support they don’t have the right information. Some of them don’t even know how to help. In the end you will end up driving through out the city without a parking spot and charged for the time you use the car. Some agents are good enough to refund half of the money-some of their staff are great. But most of the time you feel so helpless calling them up. They ask you to find a free parking spot on the street but in a city like Chicago you don’t find a free parking spot especially in the loop and you have to park so far from your destination and take Uber. I have a suggestion we are trying to save our time by taking car to go. We don’t have the time to find the parking if you could please update the information regarding the parking more accurately and find a way to marks free street parking areas in the map so that we don’t have to drive around the city to find a place to park your car.

by Nicb0000

Their customer support is a joke. They are unable to help with any issue. My account was locked due to an out of date credit card on file. I was unaware of the issue that I had an unsettled payment until I tried to rent another car. It is not car2go policy to notify you of there is a payment issue. No emails, no calls, no app notifications. The only way a customer can find out that there is an unsettled payment Is by attempting to rent a car through Free2move . The customer service department CANT help with this issue either even thought I updated my credit card in Free2move . The only people who can process an unsettled payment and unlock your account is the accounting department that only works Mon-Fri business hours. My entire weekend plans were ruined. They lost business from me and they don’t seem to care. What a useless company.

by Rell1023

Unfortunately I will be leaving car to go because things don't get done in a timely matter. I waited 1 month just for my account to become active which they told me in one week it will be, I had to call them back numerous times and no one could help me because they had to request information from a second or third party. Another reason again with a timely matter, I had a balance that was supposed to be paid off with a new card on file which they told me will take one business day, keep in mind this was a Thursday, next week Tuesday came and still my account was not active, Wednesday came and still nothing. I called them Thursday and someone told me, "oh it looks like they took the money, I am going to reopen your account now" so all this time they took the money and never reopened my account until I called them. Really bad for customers.

by Zorp The Purchaser

The audacity of this company and the lack of true customer support is unreal. I had been using car2go for about six months, and everything was fine. One time I had an outstanding balance and eventually it was resolved, no problem. However, in about June, I supposedly had an outstanding balance. So, I change my info and I called them and they told me it would he processed within several business days or a week.

That eventually turned into three months where as of now I still have no access to car2go. It took them three months to process my balance after 15+ phone calls. Now, they have the audacity to say that I have an outstanding balance from almost a year ago? What madness is this? I resolved all balances. Billing in this company is a mess, everything is processed manually. It’s a hectic mess.

The customer support line people are powerless to do anything, I actually feel bad for them. They’ve tried everything in their power. When I call and say I’ve been trying for 3 months, I can hear the pain in their voice. It’s not just me, supposedly it’s hundreds of customers. This poorly run but extremely useful service is about to lose my business to ZipCar, which is less convenient but more reliable.

by Mms542

Recently they debuted a new pricing structure under the guise of giving their customers more options. You now select what measure of time you want to be charged for before your ride. It’s actually just a very non-consumer friendly way to squeeze more money out of their customers per ride. Without ANY improvements. Specifically, having more/better customer service agents. You will wait at least 30 minutes on hold to talk to a human, even if you’re experiencing a problem with your current rental. Maybe your car won’t unlock (while you’re being charged and cannot rent another), your rental won’t end, whatever - you’ll wait 30 minutes. I once had to take an Uber because I waited FORTY minutes for a customer service agent while my car wouldn’t unlock and my card was being charged. You will wait 3-4 business days for a response to an email. And then when they inevitably respond with something totally unhelpful and you respond, you’ll wait another 3-4 business days to hear back. Just invest in more expedient customer service, keep the old pricing structure but raise the per minute/hour/day rates, and I’ll be a happy customer again.

TLDR; not transparent with pricing, poor customer service, but useful when it works. Look elsewhere if there’s another service available in your area.

by Notthebestreview

When you can find a car that doesn’t have low gas or low tire pressure, the cars are great! There’s lots around Portland and easy to start up and go. I’ll echo others, though, in that their customer service has always been awful. From the moment you reach someone they sound disgruntled and uninterested. They’re impatient when answering questions, and offer a lot of “I don’t know, is there anything else I can help you with?”. I can call inquiring about the same issues and get three different answers from three different reps, including different answers as to how many days my issues will resolved. I’ve had the same billing issue unresolved through four phone calls over two weeks. But nobody cares about how they treat their customers - others would refund money at least for a two week struggle with their systems. I suspect when they say things are being worked on, they just hang up and go on to the next call without actually putting in any work.

by Crownbl

It’s hard to believe that a response time from customer service would be longer than 24 hours in this day and age, but no, Car2go takes it back to the dawn of the digital age - a whopping 7-10 business days is what they suggest will be their response time. And sure enough, after multiple issues with Free2move upon signup (took me 3 weeks before I was actually able to drive!) I went back and forth with their customer service and the first request took 9 days before they responded and responses after that generally 4-5 days. Incredible especially given that they have a digital product. Simply unacceptable. Customer experience is inclusive of ALL products, and while the new Mercedes fleet is nice, don’t expect Free2move to work well or to be able to have your problem fixed in a timely manner.

by Pdxcarrie

I have been a customer since 2012 and loved the service up until about 6 months ago when it merged with Reach Now. I have been having similar problems to other recent reviews. When changing the card on my account, or adding additional payment profiles it has taken weeks of emails and phone calls to customer service to get things resolved. I am now on week 3 trying to resolve a charge they say didn’t go through, nor the attempted re-charge, but my bank has no record of either transaction attempt and there is no reason from my side that the charge would not process as usual. They gave me $10 in credit but I still can’t use the service because Free2move continues to say I don’t have an active payment profile. Infuriating!

by Soon2Bdoctor

Free2move is good, but I think it would be excellent if we could report maintenance issues through Free2move . For example, I have rented several cars with low tire pressure. One day I had a car with dangerously low pressure in one tire. The only way to report the issue was to call customer service. I was instructed to park and switch cars. I was on my way to work and switching cars made me late. I have also seen notifications on the dash stating that the car was overdue for routine maintenance. I would bet that nobody calls to report this stuff because they don’t want to go through the hassle of calling. Maybe they’re on their way to work, or a meeting, or the airport. If you could add something like the report damages option that allows someone to report these issues by spending a few extra seconds I bet more people would do it, and by extension we would have a well maintained fleet of cars.

Otherwise, I have no issues with Free2move .

Thank you!

by FibZor

I recently had my debit card replaced due to fraud. After I receive the new one I forgot to update it on the service and used a car and was charging $9.60, after the system told me that I had an outstanding balance on the account I updated my debit card on Free2move thinking that it would instantly take the $9.60 out of my account like most services do these days. No it did not I was required to call customer service and have them submit the issue to their billing department and take an extra 2 to 3 business days to have it resolved. This is the very inconvenient way of taking care of your customers, This needs to be updated so that the application does everything and I don’t have to call customer service to have this type of issue resolved like this. If I update my card on your app it needs to take the money that is owed off of said card instantly. I will not be giving any more stars than one star until this issue is re-programmed and updated.

by Gerber60

So the reach cars have made it so complicated to get a car, I’m not using them anymore, I was late for work because of their new system, wanted me to put up address in or I was going, all I knew was I was going to work I don’t know the address of my work by heart, once you get in the car it takes almost 4minutes for the system to start up,Once I got out and end of the trip it’s still said that I had to reserve the car what a bunch of BS, please please don’t change your way of Renting cars, you guys are the best

by NYCCuban

Apparently I had an old credit card on the account and my last trip couldn’t get charged. Instead of emailing me (you have my email) or texting me (you have my phone number), you just freeze my account and just deactivate the account until I try to use it. Your service is one that needs immediate access. Free2move told me to update my profile - but that’s not actually the case - I had to call in and now the charge has to go to the accounting department? What decade are we living in that customer service can’t just run my credit card.

Really feel let down by this service. You’re trying to be a replacement for people’s cars then you have to proactively notify them when they’re not able to use the service. And update your systems so that anyone can rerun the card - not take 1-2 days to process a payment so that I can use the service again. Accounting department? Really? Is there a mailboy that runs the paper credit card form down to the fax room where he uses dialup to update the card info?

Also - you are doing your competitors a great service with this. I HAVE to find an alternative now. Your incentivizing me to go test out whatever else is out there. Hopefully, I can find something good - especially since if I don’t I’ll be missing my friends wedding.

Update: Apple recommended Getaround to me - seems like a great alternative. Also remembered I already was a member of Turo - a bit more expensive but the cars are better.