While their service and app are generally ok, they have created a very big dark pattern by introducing AI agent in their customer service. I was trying to cancel an existing subscription that got automatically renewed yesterday, under the EU 14 day cancellation policy. Miles AI agent told me that if I haven't used the service, I should contact support to get a refund. I hadn't used the service so I wanted to contact support. However, there was no way to proceed. The AI agent wouldn't submit a ticket, it wouldn't share any contact nor would it connect me to a human agent. The only way it said I could call support is during an active rental in case of an emergency. But if I did that, it would be considered as using the service partially and I wouldn't be able to cancel and get a refund. I have submitted this dark pattern on the consumer service website too and hope somebody from the EU regulatory body looks into it.
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MILES offers free-floating car sharing in Germany and Belgium.
The offer includes billing based on kilometers driven, as well as hourly and daily packages.
