Review Time
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.
The customer service does not try to find any resolution for the customer but just try to enforce their policies. There are 0 customer retention policies, they just want money out of your pocket, this company is not solving any problems for the user. i was charged 25 euro "service fee" for a 35 euro parking ticket. Ridiculous
If i could i would give zero stars, what a shame! I was driving with my friends neither of us smokes, everything was fine. But then the next day €100 was charged for smoking in the car?!!! How is that possible????? We tried contacting the company but it is impossible to reach out to them. I want my money back!!!!!! The email they gave us doesn’t work so there goes my money..
Subject: Feedback on Application Performance and Service ExperienceDear Miles Mobility / Support TeamI would like to share my feedback regarding the recent experience with your application and car rental service.1. Application Connectivity:The application frequently loses connection, especially when attempting to lock the car or refuel. Additionally, the map function is not very accurate or detailed, making it difficult to locate the vehicle.2. AI Communication:The interaction with the AI assistant often takes too long and is time-consuming before receiving the correct answer or solution.3. Vehicle Damage Reporting:Before renting the car, it would be helpful to allow users to upload a short video or at least 6–10 detailed photos to document any existing damage. This would make the process clearer and more transparent for both parties.4. Traffic and Parking Tickets:For traffic or parking fines, there should be photographic proof of the violation, especially in cases involving incorrect parking. Furthermore, it is unreasonable to receive information about such tickets after a delay of 2–3 months.5. Vehicle Quality:Overall, the cars are excellent and well-maintained, and I truly appreciate the quality of the vehicles provided.Thank you for taking this feedback into consideration. I hope these suggestions help improve the user experience and service efficiency.Kind regards,Shend Kabashi
Charged me 100 Euro because of their “sensors” for smoking in the car. And I don’t smoke. Refused to open a case with customer support (“don’t reach us for this matter”). Outrageous. Use only PayPal if you do use their services so you can claim money back and let them prove you should pay. I, Ofcourse, will never use Miles again, and I cancelled the cards they have in their system since I don’t know what they’ll decide arbitrarily to charge me
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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.
