Review Time
I have been a MILES customer for some time and was generally satisfied until recently. However, in a recent case the car I rented was not roadworthy, yet the rental continued to run. As I was under time pressure, I switched to another vehicle and asked my partner to handle the matter with MILES.As a result, my account was suspended for one month and I was threatened with a €500 penalty, on the grounds that my partner had access to my login details. This access is due to our shared password application, which is a normal arrangement within a household. Despite several attempts to explain the situation, the customer service insisted on this measure.I feel I have not been taken seriously as a customer, and the service provided was highly unsatisfactory. I will only consider using MILES again when no alternative is available.
I have been a frequent and loyal MILES user, especially for trips to Hamburg Airport. On 05.09.2025 I faced a situation where the MILES parking area could not be accessed despite multiple attempts — the gate/system simply did not open, even though spaces were visibly free. With a flight to catch, I had no choice but to park in the adjacent parking, using the app’s own option to “park outside of the MILES circle.”To my shock, I was later charged €142 (€100 “service fee” + €42 ticket). When I complained, customer service responded with copy-paste references to their terms & conditions, refused to acknowledge that their system failed, and made it impossible to escalate the issue or even speak to a real person. They simply debited the amount from my account.This feels deeply misleading and unfair: • The app offers an “outside circle” option, yet customers are still punished for using it. • No consideration is given to system failures that make entry impossible. • Customer care is non-existent — no phone support, no escalation path, just a blunt “we’re sticking to our demand.”As someone who regularly used and recommended MILES, I am extremely disappointed. A service that charges customers for its own failures, while blocking any fair discussion, cannot be trusted.
They will charge you 30€ "handling fee" for the ticket they got from Police (for wrong parking). Which is obvious bullshit, they don't have to "handle it" in anyway, since you pay the ticket to the Police yourself and everything else is automated. So just another way to make some extra cash out of you.I have imidatelly deleted the App and will recommend everyone I know do to the same. Avoid at all costs.Another typical German service.
It all goes well until you have an issue. My experience in the first few weeks using it was amazing but check the reviews and see. When they are determined to charge you, there is no appeal system and nobody to double check even when they’re clearly in the wrong.I used the car for a few mins for a 2.5 kms ride, when I ended the trip I couldn’t it said I had to go to the gas station I was surprised as I had an appointment and didn’t expect to fuel up for such a small ride.I called miles support that’s usually very helpful and they told me it’s okay they ended the trip from their end and said I can just go and don’t need to fuel up.To my surprise I still got charged 100 euros fee today, and when I complained they refunded me 50 euros and they think it’s for goodwill and I should be happy for that? You’ve lost a loyal customer due to the way Julia handled my complaint. This problem and the fact that so many of their cars were dirty and I had to always spend time documenting scratches (80% of the time they are unreported) means it just doesn’t make sense and not worth the hassle anymore.
I had an extremely disappointing experience with MILES, both in terms of service and customer support.I was issued a €100 smoking fine, despite the fact that I am a dentist and a lifelong non-smoker, and no smoking occurred in or near the vehicle. The charge was based entirely on an automated sensor, with no photographic evidence, no inspection, and no opportunity to appeal. When I asked for clarification (how the fine was calculated, what it covered, and if the car was even cleaned) they simply referred me to their terms and ignored all questions.Even worse, I requested deletion of my account and personal data under GDPR, and asked for a refund of the unused portion of my annual Silver Pass subscription. MILES ignored these requests across multiple emails. Their customer service replies were copy-paste, dismissive, and refused to engage with the core issues.The lack of transparency, the refusal to escalate the case, and the automated handling of serious charges are unacceptable for a company operating in the EU.Avoid MILES if you value fairness, accountability, and proper customer support. I have since filed a GDPR complaint and initiated a PayPal dispute to recover the money.
Love the flexibility to get whatever car I need from just around the corner. It's an amazing - fairly priced - convenience. The app works flawlessly and I very rarely had any issues in interaction with vehicles. Unfortunately quite a few cars are quite severely damaged, not well maintained (air pressure, washer liquid, oil warning) and dirty.
I’ve been a loyal customer for 5 years and never caused any problems with the cars I rented. I always returned them clean and on time. But now, I’m facing my third wrongful accusation.First, I got fined for wrong parking when the driver after me was responsible. Second, I received a speeding ticket for a time and place I wasn’t even at—again, the next driver’s fault. Both those times, the company eventually corrected their mistakes, but only after I had to prove it.Now, I’m accused of smoking in the car—which is absolutely false. I have a serious immune disease (Eosinophilic Esophagitis) that means I cannot smoke or be near smoke. I was driving alone and was not near anyone smoking, nor was anyone else in the car. They sent me “proof” of a smoke detector alert in the car, but how can I trust their system is accurate and free of glitches or false alarms?On top of that, there is no way to contact the company directlythose100 EUR fine for a 17-minute ride for something I did not do and physically cannot do is a disgrace and deeply insulting.This pattern of unjust accusations and complete lack of customer support is unacceptable. After 5 years of loyalty, I am extremely disappointed and seriously reconsidering using this service again.
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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.
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