A Nightmare with FINN – Held Hostage by Vague Delivery Dates
Update:
I'm very happy that everything worked out! After my husband left a review and contacted the company on LinkedIn, their team replied quickly, found another car, and delivered it very fast.
Even though the new model is a bit more expensive, they kept the original price from our first contract, which we really appreciated.
We're both happy with the result. I just wish it hadn't taken so much time and effort before someone from the management noticed the problem.
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My husband’s company arranged a car rental through FINN for his work. It turned out to be a terrible mistake.
Everything went smoothly—until the contract was signed.
When we ordered the car, we were promised delivery by June 17th (Contract number: 59800647814, in case FINN wants to verify this on their end). Based on that date, we planned our vacations, trips, and family schedule.
Then came the shock: customer support informed us that the car will not arrive on time. When will it be delivered? They have no idea. Their only response, for an entire week now, has been: “As soon as we know, we’ll let you know.”
My husband is stunned, and so am I. We currently feel like hostages, and here’s why:
The Cancellation Trap: We can only cancel the contract without penalties after a 6-week delay from the promised delivery date. Otherwise, we lose money—and I honestly don’t even know what happens to the €1500 fee that’s charged at every contract signing.
No Delivery Date in Sight: They still cannot give us a new date. We’ve been waiting a week for an update, and we still hear: “We’ll tell you as soon as we know.” How are we supposed to plan anything under these conditions?
The "Available" Insult: On their website right now, the exact same car is available (even in two colors!) with a delivery time of just 2 weeks. When we asked to switch our order to one of these available cars, they flatly refused.
No Escalation: There is no way to escalate this issue to a manager or someone with real authority. We are stuck in a loop with no solutions.
To make matters worse, when the first delay appeared, the website offered us alternatives—the same cars, but for €100 more per month. This makes me suspicious: Is this part of their strategy? Are they intentionally delaying deliveries to pressure customers into either paying more or forfeiting their €700 cancellation fee?
We are in a state of shock. We are now desperately scrambling to find alternatives and reorganize everything for ourselves and our children.
I will keep you updated as this unfolds. But for now, please think twice before using FINN.
Reply from FINN
Hello,
Thank you for sharing this—and we are truly sorry.
What you and your husband are going through is not the experience we want for our customers, and we completely understand why you feel the way you do.
We are thoroughly reviewing the situation on our side and are fully committed to working through this together with you until we find a solution that works.
Warm regards,
Your FINN Team
Update on 24.06.26:
Hello,
We have been in direct contact and were able to work together to find a suitable solution. According to our records, the vehicle delivery was successfully completed.
We sincerely hope that everything went smoothly and that we were able to demonstrate how important your satisfaction is to us.
Our goal is always to resolve issues as quickly and fairly as possible, and we hope we have been able to restore your confidence in our service.
Should you have any further questions or concerns, please do not hesitate to reach out to us. Our support does not end with the delivery, and we are always happy to assist you.
Thank you again for giving us the opportunity to address your concerns.
Kind regards,
Your FINN Team