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:06/22/2025

  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.

  On June 21, 2025, I rented a car from Free2Move. Unfortunately, it reeked of cigarette smoke. I reported the problem to Free2Move and they gave a a $3.00 credit toward my purchase. (Free2Move never asked if this was an acceptable solution. They simply gave me this credit without telling me in advance.) My wife suffers from asthma, so the cigarette smell made our journey especially difficult for her. I spoke to customer service twice (incident #*********, but they said they could not assist further. I would like a full refund. Thank you.

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair 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.

  This is a car rental company. I rented a car from them, and ended my trip in a parking spot that was valid and legal. After I left the car, I noticed the lights were on, so I called up customer service. In the process, the issue with the lights resolved itself, but I realized that I wanted to confirm the validity of the parking spot. I explained the situation to the agent, and he said, "That should be fine. ****, so you ended the trip on a residential area on the street. So if there's any limits or meter parking with limits, they don't apply to us. So no worries. Make sure there are no restrictions though." The car received a parking ticket because the spot became invalid multiple hours later, and the company is charging me for the ticket. I parked the car there based on their agent's suggestion - I had asked him over the phone because nowhere could I find that the company didn't allow car parking in a zone with any upcoming restrictions in 48 hours. They purposely hid this information, and their agent gave me advice that went against the supposed terms and conditions of the company.

  Customer Answer

  Date: 01/06/2025

  Screenshot of the original phone call transcript sent to me by the company.

  Business Response

  Date: 01/09/2025

  We have decided to refunded the customer the fine cost which is $75. The refund has been issued today.

  Customer Answer

  Date: 01/09/2025

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  
  

• Initial Complaint

  Date:12/03/2024

  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 recently had an extremely disappointing experience with this company. After renting a vehicle, their system incorrectly recorded the location where the car was parked. According to their records, it was parked at an address it never was, while I had parked it at my actual residence. Despite explaining that it would have been impossible for me to park there, the company refuses to acknowledge the error and make any ************** make matters worse, I was charged for a ticket issued for parking the car near a fire hydrant. However, I did not park the car in that location, and this charge is entirely incorrect. Additionally, they charged a credit card that had already been removed from my account. This was a company card that should never have been processed. I provided the correct payment information, but they went ahead and charged the wrong card. When I reached out for assistance, I encountered an unhelpful and dismissive customer service team, who showed little interest in resolving the issue.This entire experience has been incredibly frustrating, and the lack of support, coupled with the errors in their system, is completely unacceptable. I will be taking my business elsewhere going forward.

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair 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.

  I am writing to formally file a complaint against Free2Move, a car sharing service that operates in **********, **. I believe their practices are not only misleading and unfair but also ************ 2020, I used Free2Move's car sharing service and parked in a legal parking spot in **********, **. However, as is common in **, street parking is subject to frequent and often arbitrary restrictions, including street cleaning, rush hour restrictions, and other parking rules that change regularly. Even though I parked the vehicle in compliance with the current regulations at the time, Free2Move days later issued a parking ticket to me, citing a violation that occurred days later after the restriction had changed without providing any adequate notification.Without any prior warning or notification, the ticket was sent to a collections agency in 2024years after the original ticket was issued. I did not receive any communication from Free2Move regarding this ticket or any outstanding balance, leaving me unaware of any debt until it had already been escalated to collections.I believe their business model preys on customers, using the complexity of DC parking regulations to issue arbitrary fines and push those fines to collections without proper due process or transparency. Free2Moves lack of communication and predatory collection practices have left me with little recourse but to escalate the matter.I respectfully request that the Better Business Bureau look into Free2Moves business practices, investigate their handling of fines and ticketing, and consider whether such behavior is acceptable. Their actions are not only unethical, but they also create a hostile environment for consumers who may unknowingly fall victim to these tactics.I would also urge the BBB to consider taking action to prevent Free2Move from continuing to operate in **********, **, where their behavior is particularly damaging to residents and visitors who rely on the car-sharing service.

  Business Response

  Date: 11/19/2024

  Hello,

   

  We charged the customer for the violations on 02/20/24 as soon as we received the ticket from the **** The customer was informed via email about this violation/change the same day and the invoices were forwarded to collection only on 6/17/24 when we failed to collect the money.

  Our communications with the customer are attached.

   

   

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair 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 October 7th my account was erroneously charged $275 for a ticking parking violation that I did not do. Immediately, I reached out to the carsharing company regarding the mistaken charges, and even after sharing the relevant invoices as proof that I was not the driver who received the ticket, I was ultimately told I would not be refunded. Attached you will find the violation/ticket with an image and address of the ticked vehicle. Also, attached are invoices (1) proving I ended the trip of the ticketed vehicle (R41166) 24hrs in a different location, and (2) another proving I had an entirely different vehicle (GV6476) on the same day/time the ticketed vehicle was illegally parked. There are also attachments of the ONLY 2 addresses in the area where I park the car, which are clearly different from where the car was parked illegally and ticked for the violation. In addition to the wrongful charges on my account , the carshare company also has charged me invoices of $5 and $22 that were supposed to be waived and supposed to be discounted by 50% due to issues with their booking system.This complaint is to request a full refund. This business is also operating with extreme racial bias and prejudice to minority neighborhoods; what started out as a car share for all ** users to move freely , has now become a zone specific marginalized fixture that price gauges those on the outer banks of the Districts population

  Business Response

  Date: 11/18/2024

  Hello,

   

  Please find attached our reply to this complaint. The customer filed a chargeback with her bank and we already submitted our defense and reserved the charge back as it is the violation is  customer's responsibility.

   

  Customer Answer

  Date: 11/22/2024

  [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: 22389841
  
  I am rejecting this response because:

  Carshare has NOT proven that the violation was my responsibility. Car share has also erroneously taken my money when in fact the violation was done on a different account. When reviewing my supporting documents you can see where I parked the car and when reviewing the violation it was found in a different place. Carshare wrongfully took my money due to a "maybe" clause which protects them and allows them to charge anyone using a car that receives a violation, but refuses to do justice by making sure they charge the correct account of the customer in violation. 

  
  Regards,
  
  Madyson ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 11/27/2024

  Hello,

  We reviewed the incident Ms ****** has filed and as already explained in our Term and Conditions : 

  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. 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, on-street parking
  Streets that have rush hour restrictionseven when they are not restrictedmeaning no parking in lanes that will, at any time, become lanes of traffic
  Private parking of any kindgarages, 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 and all other time-of-day based restrictions.

  Unfortunately, after double-checking, the customer remains the responsible party for the ticket.

• Initial Complaint

  Date:08/20/2024

  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 advertises as a "park anywhere" (that's inside the home zone) business model. I took a trip on July 25th and parked in a legal zone at 5pm. At 8am, the vehicle was ticketed for parking in an illegal zone. The vast majority of parking zones in ** have flexible parking zones. (Ie. No Parking outside of 8am-5pm; No Parking during Street Cleaning 8am-10am). Now, they have charged me $100 for a ticket plus $25 for administrative fees. They claim a customer is responsible for a parked vehicle up to 48 hours after their ride has ended. Which is absolutely absurd as most parking zones change from legal to non-legal parking, depending on time. I've reached out to them now multiple times to resolve this issue. However, they are simply giving me a runaround and not addressing the false advertising which states I am free to park anywhere in **, inside their home zone.

• Initial Complaint

  Date:08/20/2024

  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.

  Transaction occurred between August ***** 2024.This business is practicing deceptive pricing and false advertisement on it's app. For the second time in less then 2 months this company changed it's price policy by way of rate hikes without updating the pricing on their app, which is the only way customers are able to book vehicles. Whenever I utilize this service which is often because I do not have a car, I scour the map in their app looking for a vehicle that is on sale for .45/minute. There was a vehicle outside of my house that wasn't on sale until August 16th and that's when I chose to book it. I used the vehicle for 22 hours 40 minutes and ended the trip, expecting to be charged the rate for the 24 hour period at the .45/minute rate as I have in the past as recently as July 29th 2024 where I booked a vehicle for the same .45/minute rate and 24 hour period and was charged $73.59. This is the price I was expecting to be charged to my card so I was shocked when this company charged me $108.02 instead. After seeing this charge the next day August 18th I immediately called customer services billing department to let them know my invoice needed an adjust because I was charged the wrong price. The customer service agent checked my account and told me that the charge was correct. I asked her to explain and she told me that their prices had changed and I was charged accordingly. I told her that the vehicle I booked was for .45/minute and all of their prices were still THE SAME in their app. I was told to email a screenshot of the prices to have the issue escalated and that's what I did. The screenshot was taken on the 18th which is the day I was charged and the day I called customer service. In the email response to the escalated issue, the company told me I was charged correctly and that my screenshot of their pricing didn't prove anything because it was taken the next day. As I write this, their pricing STILL has not changed on their app. I feel scammed.

• Initial Complaint

  Date:07/09/2024

  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 am being charged for a ticket that occurred after my trip was over, 24 hours before a ticket was issued and a sign was not present when I parked the car. The way free2move bills has changed recently and they did not send out an updated terms and conditions statement when they changed the way they bill. They have stated you agree to terms and conditions when you make an account, but I made an account 3 years ago and have not been sent updated terms and conditions as the billing process constantly changes and customers do not know how much they will be paying tomorrow for the service until after the fact now.

• Initial Complaint

  Date:06/25/2024

  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.

  On May 1st I rented a car from Free2Move in ************* and parked the car on ***************. The car was issued a ticket for parking in a street sweeping section and subsequently towed. Free2Move per their terms and conditions passed those charges on to me the consumer. My complaint is that in addition to the $70 ticket and $100 Tow fee. I was charged two separate $25 administrative fees for a total of $50 in administrative fees. When I asked them why they charged me for two separate administrative fees they claimed that an admin fee was charged for each separate incident. However, both the ticket and towing were part of the same incident.I understand the need to charge an admin fee, but feel that it is unjust for them to charge two separate Admin fees for the same incident. I ultimately paid $195 for this one incident, of which more than 25% was in admin fees.

• Initial Complaint

  Date:04/25/2024

  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 used a car sharing app in 2021 and the company charged my credit card twice, 3 years later saying I received parking tickets. I know when I parked theres no chance for the car to have gotten a ticket because 1. I have only ever parked a shared car in allotted parking spaces or 24 hour parking spots. And 2. The company customer service would only direct me to a third party non government website to provide proof of the tickets. I had filed a claim with my bank the first time they tried to charge me and the claim went through a ~6month investigation and was approved. Then the company charged my card twice again after the claim had gone through. I feel financially harassed by this company when I know for a fact this is a false claim. I have had to close my card because of this company.