Failings in post return process make Finn not worth it
I am writing this detailed review to help potential customers make an informed decision before entering into a contract with Finn.
While the vehicle itself (a brand-new Peugeot 5008) was excellent and the monthly rental price competitive, I cannot recommend Finn due to serious issues in the vehicle return and damage assessment process.
What went wrong
After returning the vehicle, Finn sent us a damage report claiming €4,000 in damages. This was unexpected and highly stressful, as we were confident that we had not caused such damage.
Fortunately, we had taken clear photos at the time of handover. These showed that a substantial part of the claimed damage occurred after the vehicle had already been returned. Despite this, Finn initially attempted to collect the full amount through an automated process, without properly verifying the claim.
Only after repeated follow-up and the submission of evidence did Finn revise the bill. The final amount was lower and somewhat fairer, but the situation should never have reached this point.
Customer service experience
Customer service remained polite throughout, but was slow, rigid, and reluctant to escalate the case appropriately. To date, I have received neither a clear apology nor an explanation of how Finn intends to improve this process for future customers.
Conclusion
The vehicle and pricing were good, but the financial risk after vehicle return lies almost entirely with the customer. Without persistence and proper documentation, we would have been wrongly charged thousands of euros.
For these reasons, I do not recommend Finn
Reply from FINN
Hello MattG,
Thank you for your feedback.
We would like to review your request internally and work with you to find a suitable solution.
Unfortunately, we are unable to clearly identify you based on the information we have. In order to help you quickly and personally, please contact us at reviews@finn.com or via Trustpilot and provide us with further details such as your contract number or the email address of the account holder.
We look forward to hearing from you and working with you to find a solution to your concern!
Best regards,
Your FINN team
Update:
Hello MattG,
Thank you very much for taking the time to share such a detailed and thoughtful review.
We are truly sorry for the stress and uncertainty you experienced during the vehicle return and damage assessment process. We fully understand how unsettling it must have been to receive a damage claim of this magnitude, especially when it did not align with your own documentation.
We have taken all of the points you raised very seriously and have recorded them in detail. The case has been and continues to be reviewed intensively and internally. Our final invoices are based on a neutral depreciation report, which is prepared by an independent expert and only takes into account verifiable damages and objectively determined loss of value.
That said, your feedback clearly shows that the overall process and communication did not meet your expectations, and for that we sincerely apologize.
We are reviewing this case internally with the aim of improving our processes, particularly around verification, escalation, and transparency, so that similar situations can be avoided in the future. Your experience has been taken on board explicitly as part of this improvement effort.
At the same time, we are glad that a mutually acceptable solution was ultimately found. We appreciate your persistence and the clear documentation you provided, and we regret that this was necessary in the first place.
Thank you again for your honest feedback. It is reviews like yours that help us identify where we must do better, and we take this responsibility seriously!
Best regards,
Your FINN team