I made an objection to an incorrect invoice on 10th September, and now 7 weeks later I still haven't received a reply. I've contacted FINN more than five times, emailed, called, left messages, but n... See more
Company replied
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See what reviewers are saying
I’ve just received my second car from FINN and the whole process was flawless. Returning my first car and getting the new one was incredibly smooth — no issues, no extra charges, nothing unexpected. E... See more
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Update (27.10.2025): Today, a real human from customer service reviewed my request and removed the damage amount. I was confident that once a human looked into this, they would accept my re... See more
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The cars available, prices, flexibility, new cars and ease of booking. what not everything is amazing in this website. Also customer support bot is pretty amazing than expected. Only feedback is the... See more
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Company details
About FINN
Written by the company
Große Auswahl
Finde dein perfektes Fahrzeug aus unserem umfangreichen Sortiment und profitiere von unseren flexiblen Abo-Laufzeiten.
Schnelle Buchung
Schließe dein FINN Auto Abo in weniger als 5 Minuten online ab.
Einsteigen & losfahren
FINN liefert dir dein neues Traumauto direkt vor die Haustür, sodass du direkt einsteigen und losfahren kannst.
Für immer FINN fahren
Am Ende der Vertragslaufzeit ist dein nächstes Traumauto im Folge-Abo nur zwei Klicks entfernt.
Finde dein perfektes Fahrzeug aus unserem umfangreichen Sortiment und profitiere von unseren flexiblen Abo-Laufzeiten.
Schnelle Buchung
Schließe dein FINN Auto Abo in weniger als 5 Minuten online ab.
Einsteigen & losfahren
FINN liefert dir dein neues Traumauto direkt vor die Haustür, sodass du direkt einsteigen und losfahren kannst.
Für immer FINN fahren
Am Ende der Vertragslaufzeit ist dein nächstes Traumauto im Folge-Abo nur zwei Klicks entfernt.
Deine Vorteile mit FINN auf einen Blick
Written by the company
- Rundum-Sorglos-Paket
- Du buchst dein neues Auto zum monatlichen Fixpreis ohne versteckte Kosten.
- Kurze Laufzeiten
- Du entscheidest, wie lange du dein neues Auto fährst. Profitiere von unseren kurzen & flexiblen Laufzeiten.
- Haustürlieferung
- Wir liefern dir dein neues Auto deutschlandweit zu deinem Wunschtermin direkt vor die Haustür.
Contact info
Germany
- finn.com
Einfach Auto fahren
4.1
Great
8K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
My worst ever customer service experience
I made an objection to an incorrect invoice on 10th September, and now 7 weeks later I still haven't received a reply. I've contacted FINN more than five times, emailed, called, left messages, but never received a human reply. They are completely ghosting me! There really seems no way to actually speak to them, and they do not reply to emails or phone calls with a human.
The last response from their AI said that my objection remained unresolved and that a colleague would follow up, but today they started debt collection proceedings due to non-payment of the invoice. I want them to stop the proceedings immediately and contact me. (Vertrag 39106373234)
10 September 2026
Unprompted review
Reply from FINN
Hallo Ed,
vielen Dank für Ihr Feedback.
Wir möchten Ihre Anfrage intern prüfen und gemeinsam mit Ihnen eine passende Lösung finden.
Leider können wir Sie anhand der uns vorliegenden Informationen nicht eindeutig identifizieren. Damit wir Ihnen schnell und persönlich helfen können, kontaktieren Sie uns bitte unter reviews@finn.com oder über Trustpilot und teilen Sie uns weitere Details mit, wie beispielsweise Ihre Vertragsnummer oder die E-Mail-Adresse des Kontoinhabers.
Wir freuen uns darauf, von Ihnen zu hören und gemeinsam mit Ihnen eine Lösung für Ihr Anliegen zu finden!
Viele Grüße,
Ihr FINN-Team
UPDATE:
Hello Ed,
thank you for your feedback, and we’re sorry about how long it took to resolve your objection. Waiting seven weeks for a personal reply, receiving only automated messages in the meantime and then having the invoice passed to debt collection while your objection was still open should not have happened. That falls well short of the standard we aim for, and we have passed your feedback on internally.
We’re glad we have since been able to clarify everything with you directly. Our team reviewed your final invoice in full, recognised that a mistake had been made, and corrected the disputed items accordingly. We have also stopped the debt collection proceedings with immediate effect and had the file closed, so no further action is needed on your side.
Thank you for your patience. If you have any further questions, our team is here to help.
Best regards,
Your FINN Team
Unfair charges and blocked customer support
Update (27.10.2025):
Today, a real human from customer service reviewed my request and removed the damage amount. I was confident that once a human looked into this, they would accept my request since the damage was not logical and not my fault. I am updating my rating from 1 star to 4 stars because over 4 years of using FINN, I have been very happy with their service overall, and customer support handled this issue very well. However, the AI assistant is still quite annoying—I hope FINN considers removing or disabling this AI system like before. I am giving 4 stars instead of 5 purely because of the frustration caused by the AI assistant.
Original Review (24.10.2025):
I’ve been a loyal customer for four years, but my recent car return was a terrible experience.
I was charged for a tiny (under 5 mm) mark on the engine cover next to the oil cap. Their own report shows the interior and exterior are in perfect condition. I never even opened the hood—there was no reason to. The only time it was opened was during routine maintenance at a workshop they officially recommended. Why am I being charged for something completely out of my control on a part I never touched, while the parts I actually used are spotless?
To make matters worse, my emails to customer service are repeatedly blocked by their AI assistant ("Saly"). It just summarizes my messages without escalating them to a human, acting as a wall to prevent real support.
Charging for inaccessible engine-bay wear and blocking access to human agents is unacceptable. I expect a real person from customer service to review this claim properly.
24 October 2026
Reply from FINN
Hello Mostafa,
Thank you for taking the time to share your experience with us, especially after being a loyal FINN customer for four years!
We are very sorry to hear that your recent vehicle return has left you feeling disappointed and that you have experienced difficulties communicating with our customer service team. We understand how frustrating it can be to receive a charge for damage that you believe was outside your control, particularly when the vehicle was otherwise returned in excellent condition. We sincerely apologize for the inconvenience and frustration this situation has caused.
We take your feedback regarding the assessment of the damage and the accessibility of our customer service team very seriously. Transparent communication and ensuring that our customers feel heard are important to us. We will gladly take your feedback into account as we continue to review and improve our processes, particularly regarding the transparency of final billing and communication with our customers.
We are also pleased that you have already received a separate response from our team regarding your final invoice. We hope this has helped clarify the situation and address your concerns.
Thank you again for your honest feedback and for your loyalty over the past four years. We regret that this experience has not met your expectations and appreciate the opportunity to learn from your comments!
Best regards,
The FINN Team
It’s always a pleasure to do business…
It’s always a pleasure to do business with Finn. Perfect service.
15 October 2026
Reply from FINN
Hello Umit,
thank you so much for your positive feedback and for taking the time to share it.
We are delighted to hear that working with FINN is always a pleasure for you and that you find our service perfect.
We truly value your trust. We look forward to continuing to count you among our satisfied customers in the future.
Kind regards, Your FINN Team
FINN: Easy to subscribe, expensive to leave
My experience with FINN has been extremely disappointing, as the return process has completely destroyed my trust in the company.
I returned my car and subsequently received an end-of-contract invoice totalling over €3.7k for alleged damages. I strongly disputed all of these charges, providing timestamped images of the car because I do not believe they accurately reflect the condition in which I returned the vehicle or justify the amounts being charged.
What I find particularly unacceptable is the inspection process. The car is handed back, there is a return protocol carried out by a Finn employee to also establish if any damages are present. In my case the Finn employee has not identified any single damage and said the car is in a great condition. However, afterwards Finn sends the car to an "independent contractor" for the detailed assessment, which happens afterwards, without the customer present. FINN then relies on the resulting inspection report to justify substantial charges. As a customer, you have no opportunity to witness the assessment, question individual findings in real time, or ensure that the condition of the car is documented fairly before it leaves your possession.
FINN describes the assessor as an independent third party. But is it really “independent”? The contractor is selected and paid within a process commissioned by FINN, and FINN ultimately uses that contractor’s report to bill its own customers.
In my case, I have raised specific objections and asked concrete questions about individual damage items and the supporting photographs, including inconsistencies in the evidence. Rather than properly addressing my concerns, 11 days after my appeal, and only after I wrote 3rd email threatening legal involvement, Finn replied and maintained its position on the disputed charges referring to the assessment by their contractor and just sending over the same images without any additional proof.
Even more frustratingly, the full amount was charged before my dispute had been properly resolved, which contradicts their own policy.
This is not what I consider fair customer service. If a customer formally challenges an invoice and provides specific reasons and evidence, the company should address those points individually and transparently before treating the matter as settled. Simply repeating that the assessment is correct is not an adequate response.
My experience does not appear to be isolated. A number of other customers have wrote about similar experiences on Trustpilot and Reddit about unexpectedly high bills after returning their cars, charges for minor cosmetic marks, and difficulties challenging assessments made after the vehicle has left their possession.
This clearly indicates that this is how FINN wants to get back more money in a non-transparent way, ergo hidden charges, which ironically they promote on their website to not be a part of their service.
My advice to anyone considering a FINN subscription and reading my reply: think before subscribing; do not evaluate the service based only on the monthly price and the convenience of receiving a car. Read more reviews about the return process carefully, and if you decide to proceed with the service - document the vehicle extensively before handing it back, and be prepared for the possibility of a substantial and time-consuming billing dispute.
For me, the experience has been unacceptable. I would not recommend FINN, and I would not use the service again.
28 September 2026
Unprompted review
Reply from FINN
Hallo Daniele,
vielen Dank für Ihr Feedback.
Wir möchten Ihre Anfrage intern prüfen und gemeinsam mit Ihnen eine passende Lösung finden.
Leider können wir Sie anhand der uns vorliegenden Informationen nicht eindeutig identifizieren. Damit wir Ihnen schnell und persönlich helfen können, kontaktieren Sie uns bitte unter reviews@finn.com oder über Trustpilot und teilen Sie uns weitere Details mit, wie beispielsweise Ihre Vertragsnummer oder die E-Mail-Adresse des Kontoinhabers.
Wir freuen uns darauf, von Ihnen zu hören und gemeinsam mit Ihnen eine Lösung für Ihr Anliegen zu finden!
Viele Grüße,
Ihr FINN-Team
Update:
Hello Daniela,
Thank you for taking the time to share your experience and explain your concerns in such detail!
We sincerely regret that the return process and the subsequent end-of-contract invoice have left you feeling disappointed and have affected your trust in FINN. Please accept our apologies for the inconvenience and additional effort this has caused.
We would like to clarify that the final invoice is based on a diminished-value assessment carried out after the vehicle is returned. The vehicle is assessed by an independent expert in accordance with the manufacturer's guidelines. Only damage and diminished value that go beyond normal wear and tear are taken into account; ordinary, age- and usage-related signs of wear are not charged. The assessment report is also sent to you directly, allowing you to review the documented findings and the basis for the assessment.
We take your feedback regarding the transparency of the appraisal process, the communication during the review, and the handling of disputed charges very seriously. We will gladly record your comments and use them to review our processes and identify opportunities to improve our communication with customers.
We have already sent you a separate response regarding your concerns. In addition, we are reviewing your final invoice once again to ensure that the individual items have been carefully considered. We understand that transparency and clear explanations are particularly important in situations like this, and we regret that your experience has not met your expectations.
Thank you again for sharing your feedback. We appreciate the opportunity to review your concerns and work toward making our processes clearer and more transparent for our customers!
Best regards,
The FINN Team
The most unfair person an fraudulent company
The most unfair person, I have ever come across. He doesn't even understand a basic point of view from my side. He should be removed from this job as he is not fit for this position.
My worst wishes for him.
Simply I didn't cause any damage except one because of seat belt malfunction and the other one where I opened the door retrieve a fallen parking ticket where I slightly hit the door resulting in small damage. The rest they did cheating and created damage themselves as when I handed in the car, the inspection person wasn't there, and all was done in my absence or it was regular wear and tear of the car.
How can they justify €2300 for such small scratches, most of them I never caused.
The most fraudulent company and people, I have come across.
8 October 2026
Unprompted review
Reply from FINN
Hallo Ali,
vielen Dank für Ihr Feedback.
Wir möchten Ihre Anfrage intern prüfen und gemeinsam mit Ihnen eine passende Lösung finden.
Leider können wir Sie anhand der uns vorliegenden Informationen nicht eindeutig identifizieren. Damit wir Ihnen schnell und persönlich helfen können, kontaktieren Sie uns bitte unter reviews@finn.com oder über Trustpilot und teilen Sie uns weitere Details mit, wie beispielsweise Ihre Vertragsnummer oder die E-Mail-Adresse des Kontoinhabers.
Wir freuen uns darauf, von Ihnen zu hören und gemeinsam mit Ihnen eine Lösung für Ihr Anliegen zu finden!
Viele Grüße,
Ihr FINN-Team
Update:
Hallo Ali,
Thank you for sharing your feedback with us!
We are sorry to hear about your experience and sincerely regret that the return process has caused you frustration and dissatisfaction. We understand that the final invoice, particularly the amount charged for the reported damages, may be difficult to understand and accept from your perspective.
We would like to clarify that the final invoice is based on a diminished-value assessment prepared by an independent, neutral expert following the vehicle’s return. Only damages that exceed normal wear and tear and can be attributed to your contract period are taken into account.
We understand that the assessed amounts may not always seem proportionate to the visible extent of the damage. Nevertheless, our decisions are based on the available documentation and the corresponding evidence, which has already been shared with you.
We take your concerns regarding the individual damage assessments seriously and appreciate you bringing them to our attention.
We would also like to emphasize that our employees are committed to assisting our customers in a friendly, transparent and respectful manner. We regret that you did not feel adequately supported during your communication with us, as this does not reflect the service we aim to provide.
Thank you again for your feedback. We take it seriously and will use it to help us improve our communication and customer experience.
Best regards,
The FINN Team
My advice is not to work with this…
My advice is not to work with this company. Zero customer care and will cost you many thousand euros more due to their very underhand, unprofessional business model. You are not a valued customer, but a victim of their extortinate practices which quite frankly are bordering on fraudulent.
8 October 2026
Unprompted review
Reply from FINN
Hallo Russell,
vielen Dank für Ihr Feedback.
Wir möchten Ihre Anfrage intern prüfen und gemeinsam mit Ihnen eine passende Lösung finden.
Leider können wir Sie anhand der uns vorliegenden Informationen nicht eindeutig identifizieren. Damit wir Ihnen schnell und persönlich helfen können, kontaktieren Sie uns bitte unter reviews@finn.com oder über Trustpilot und teilen Sie uns weitere Details mit, wie beispielsweise Ihre Vertragsnummer oder die E-Mail-Adresse des Kontoinhabers.
Wir freuen uns darauf, von Ihnen zu hören und gemeinsam mit Ihnen eine Lösung für Ihr Anliegen zu finden!
Viele Grüße,
Ihr FINN-Team
Email support is excellent
Email support is excellent: the staff are helpful and responsive. Phone support is a different story, though; reaching someone by phone has been difficult.
1 October 2026
Reply from FINN
Hallo Herr Kumar,
vielen Dank für Ihr Feedback. Es freut uns sehr zu hören, dass Sie mit unserem E-Mail-Support zufrieden waren und unser Team Ihnen hilfreich zur Seite stehen konnte.
Wir bedauern, dass Sie Schwierigkeiten hatten, uns telefonisch zu erreichen. Ihr Hinweis ist uns wichtig und wir nehmen diesen gerne auf, um unsere Erreichbarkeit kontinuierlich zu optimieren.
Wir freuen uns darauf, Sie auch in Zukunft bestmöglich zu unterstützen.
Viele Grüße, Ihr FINN Team
My experience with FINN – €655.43 paid, no vehicle ever received
My experience with FINN – €655.43 paid, no vehicle ever received
On 14 October 2026, I paid €655.43 to a collection agency following a dispute with FINN. I am updating my review to reflect the final financial outcome.
In April 2026, while still in California, I booked a six-month car subscription with FINN for €588 per month.
The booking process was difficult, involving repeated technical problems, an incorrect birth date associated with my account and requests for additional documentation. Eventually, on 14 April, I received my booking confirmation.
The confirmation email included a contractual overview and a separate fee catalogue.
The contractual overview stated the monthly price of €588 but did not explain the cancellation charge. The separate fee catalogue specified that cancelling after the 24-hour period but before vehicle handover would incur a fee equivalent to one monthly payment.
The confirmation email also stated that cancellation was free within 24 hours. I overlooked that sentence. I acknowledge that mistake.
At the time, I was also dealing with the cancellation of my Lufthansa flight from California and arranging my return to Germany.
After returning to Berlin, I enquired about using the vehicle in Italy. FINN informed me that the car could remain outside Germany for a maximum of three months. As I intended to use the vehicle between Germany and Italy during the six-month subscription, this restriction made the arrangement unsuitable for my needs.
On 21 April 2026, I cancelled the subscription, nine days before the scheduled vehicle pickup on 30 April.
I never received the vehicle. It was never handed over to me, I never collected it, and I never drove it.
FINN confirmed the cancellation and informed me that I would nevertheless be charged €588, equivalent to one full monthly subscription payment.
I disputed the charge and asked FINN to reconsider. Over the following months, I exchanged numerous emails with the company, explaining the circumstances and requesting a waiver or reduction.
FINN maintained its contractual position and declined my requests.
In June, during this correspondence, my family experienced a serious health emergency. Despite these difficult circumstances, I continued trying to find common ground with FINN.
No compromise was offered.
In September, FINN issued its invoice for €588. The matter subsequently passed to PAIR Finance, a collection agency, and additional charges and interest increased the amount demanded to €655.43.
On 14 October 2026, I paid the full €655.43 in two transfers to bring the dispute to an end.
I understand that contracts have consequences. I also accept responsibility for overlooking the 24-hour cancellation notice. I do not dispute that the separate fee catalogue contained the cancellation provision.
What I question is the proportionality of charging an entire month’s subscription fee when the vehicle was never handed over or used, and the unwillingness to consider any compromise despite months of correspondence.
I recognise that processing and cancelling a booking may involve administrative costs. However, I was not provided with an itemised explanation of what specific costs justified the full €588 charge in my circumstances.
I also find the timing relevant: I cancelled nine days before the scheduled pickup. In my opinion, that should at least have been considered when reviewing my request for a compromise.
I had intended to spend at least €3,528 with FINN over six months, excluding additional charges, and might have become a returning customer.
Instead, I paid €655.43 without ever receiving a vehicle.
I found the experience deeply disappointing, financially burdensome and, ultimately, humiliating.
I am sharing my experience so that prospective customers can examine the cancellation conditions carefully and make their own informed decisions.
For me, customer service is not simply about enforcing contractual terms. It is also about fairness, communication and the willingness to consider individual circumstances.
Unfortunately, that was not my experience with FINN.
6 October 2026
Reply from FINN
Hallo Brian,
vielen Dank für Ihr Feedback.
Wir möchten Ihre Anfrage intern prüfen und gemeinsam mit Ihnen eine passende Lösung finden.
Leider können wir Sie anhand der uns vorliegenden Informationen nicht eindeutig identifizieren. Damit wir Ihnen schnell und persönlich helfen können, kontaktieren Sie uns bitte unter reviews@finn.com oder über Trustpilot und teilen Sie uns weitere Details mit, wie beispielsweise Ihre Vertragsnummer oder die E-Mail-Adresse des Kontoinhabers.
Wir freuen uns darauf, von Ihnen zu hören und gemeinsam mit Ihnen eine Lösung für Ihr Anliegen zu finden!
Viele Grüße,
Ihr FINN-Team
Update:
Hallo Brian,
Thank you for taking the time to share your experience with us in such detail!
We are sorry to hear how frustrating and disappointing this situation has been for you, especially given the difficult personal circumstances you described. We understand that this has been a particularly challenging time and that the situation has caused you considerable concern.
We appreciate your feedback and will gladly take it into account as we continue working to improve our processes and communication. We understand how important transparent communication and empathetic customer service are, particularly when unexpected circumstances arise.
We have reviewed your case carefully and have already provided you with a response regarding your concerns. At the same time, we are committed to treating all customers fairly and transparently, in accordance with the applicable contractual terms and conditions. We understand that our position may not be the outcome you had hoped for, and we regret that we have not been able to meet your expectations in this matter.
Thank you again for sharing your perspective. Your feedback is valuable to us and helps us identify where we can continue to improve!
Best regards,
The FINN Team
The booking procedure was very easy to…
The booking procedure was very easy to understand
1 October 2026
Reply from FINN
Hello Faraz,
Thank you very much for taking the time to share your feedback with us.
We are delighted to hear that you found the booking procedure very easy to understand. We always strive to make the process as straightforward as possible for our customers.
Best regards, Your FINN Team
Reply from FINN
Hallo Beruk,
vielen herzlichen Dank für Ihr positives Feedback!
Es freut uns sehr zu hören, dass Sie unseren Service als einfach, schnell und kundenfreundlich erlebt haben. Ihre Rückmeldung bestärkt uns in unserem täglichen Engagement.
Wir freuen uns darauf, Sie auch in Zukunft zu unseren zufriedenen Kunden zählen zu dürfen.
Viele Grüße, Ihr FINN Team
Terrible service, high costs
It is nice to have a car rental that starts at 6 months opposed to a 2 yr lease. Even then I expected to be charged extrodinarily at the time of return. Expectations met.
I did not expect falsified handover portocols that lead to extra cost for me, as well as overcharging on km at the end even after additional km were added. Finn has a plethora of ways to take your money.
Service will strictly happen per email. If an answer comes it will come from an AI that references non funtioning links as the only way for support.
If you expect any helpful support whatsoever or any personal contact after booking then do not book with finn. You will only get occasional email answers from a terribly trained AI as service, but then again if you like overpaying for a car, Finn is the place to be!!
18 September 2026
Unprompted review
Reply from FINN
Hallo Nate,
vielen Dank für Ihr Feedback.
Wir möchten Ihre Anfrage intern prüfen und gemeinsam mit Ihnen eine passende Lösung finden.
Leider können wir Sie anhand der uns vorliegenden Informationen nicht eindeutig identifizieren. Damit wir Ihnen schnell und persönlich helfen können, kontaktieren Sie uns bitte unter reviews@finn.com oder über Trustpilot und teilen Sie uns weitere Details mit, wie beispielsweise Ihre Vertragsnummer oder die E-Mail-Adresse des Kontoinhabers.
Wir freuen uns darauf, von Ihnen zu hören und gemeinsam mit Ihnen eine Lösung für Ihr Anliegen zu finden!
Viele Grüße,
Ihr FINN-Team
Update:
Hello Nate,
Thank you for taking the time to share your experience with us!
We sincerely regret that you were dissatisfied with our service and the vehicle return process. We understand how frustrating it can be when questions arise regarding the handover documentation and final invoice, particularly when you feel that your concerns have not been adequately addressed.
We take your feedback seriously and would like to use it to improve our processes, especially our communication with customers. We believe that clear, transparent information and reliable support are essential to providing a positive customer experience. We are therefore sorry that we did not meet your expectations in this regard.
Our customer service team is always available to discuss any outstanding concerns with you directly and work towards clarifying the issues raised. We have already contacted you separately to address the points you mentioned and review your concerns.
Thank you again for your honest feedback. We appreciate you bringing these matters to our attention and will use your comments to help us improve our service and make our communication clearer and more transparent.
Best regards,
The FINN Team
I rented two cars from FINN
I rented two cars from FINN, and both times they added 1000 euros in 'damages' upon returning. The first time, when i challenged it, they admitted it was a mistake straight away. The second time, the damage existed when we received the car and was clearly marked in the transfer report with photographic evidence. But they claimed it was different damage (somehow the first damage disappeared and was replaced by new damage in the same spot).
Once is a mistake, twice is utter incompetence. They put the emphasis on the customer to prove they are in the wrong.
Don't be fooled by how cheap they are and be careful that you have high resolution pictures at the pickup and return because their service personnel do a terrible job.
30 September 2026
Unprompted review
Reply from FINN
Hallo Damian,
vielen Dank für Ihr Feedback.
Wir möchten Ihre Anfrage intern prüfen und gemeinsam mit Ihnen eine passende Lösung finden.
Leider können wir Sie anhand der uns vorliegenden Informationen nicht eindeutig identifizieren. Damit wir Ihnen schnell und persönlich helfen können, kontaktieren Sie uns bitte unter reviews@finn.com oder über Trustpilot und teilen Sie uns weitere Details mit, wie beispielsweise Ihre Vertragsnummer oder die E-Mail-Adresse des Kontoinhabers.
Wir freuen uns darauf, von Ihnen zu hören und gemeinsam mit Ihnen eine Lösung für Ihr Anliegen zu finden!
Viele Grüße,
Ihr FINN-Team
Update:
Hello Damian,
Thank you for taking the time to share your experiences with FINN!
We are sorry to hear that the return process for both vehicles left you feeling frustrated and that the damage assessments led to such a disappointing experience.
Our final invoice is based on a neutral vehicle diminished-value report, prepared by an independent expert after the vehicle is returned and in accordance with the applicable manufacturer guidelines.
We understand, however, that this process needs to be communicated clearly and transparently, especially when there are discrepancies between the handover documentation and the findings at return.
We take your feedback regarding the documentation of vehicle condition, the assessment process, and the responsibility placed on customers to clarify discrepancies seriously. We would like to use your comments to help us improve our processes and communication, so that customers can better understand the assessments and feel that their concerns are being addressed appropriately.
We are also pleased to hear that you have already been in contact with our customer service team and that the current situation has been resolved to your satisfaction. We appreciate the opportunity to review your concerns and are sorry for the frustration and additional effort this experience has caused you.
Thank you again for your honest feedback. It helps us identify where we can improve and work towards a more transparent and reliable experience for our customers!
Best regards,
The FINN Team
3+ Months of Silence — Still No €2,000+ Deposit Back
I have been a FINN customer for more than two years, and everything was more or less fine until my car was stolen in June 2026.
I acted fully in accordance with FINN’s terms and conditions: I immediately reported the theft to both the police and FINN, and I fully cooperated throughout the process, sending both car keys and all required documents to FINN as quickly as possible.
More than three months have passed since then. Three months of absolute silence.
I still have not received my security deposit back — more than €2,000!!!
I already have my next car booked in my FINN account, but I still have absolutely no idea whether I am actually going to receive it, or when.
At first, customer support kept sending me generic, meaningless replies along the lines of, “Your case is still being processed.” For the past two months, however, they have simply stopped responding to my messages altogether.
Thanks to my Platinum status, I eventually managed to book a callback from FINN — with a waiting time of NINE DAYS from the moment I requested the call. Nine days just to get a phone call from customer support! That alone is absurd.
And after waiting those nine days, all I was told was: “Your case is still being handled by our security team. There is nothing we can do to help you.”
I am extremely disappointed with FINN.
Six months ago, I would have been happy to recommend this company. Today, after more than three months without a resolution, without my €2,000+ deposit, and with customer support effectively ignoring me, I absolutely DO NOT RECOMMEND FINN.
UPDATE — September 29, 2026:
I have now finally received a response from FINN customer support following the callback I had waited nine days for. This was not a response from the Reviews Team — I contacted them separately after FINN’s reply to this Trustpilot review, and I have still received no response from them.
FINN has now informed me that, following a review by their security department, they will no longer allow me to have another FINN subscription. No explanation whatsoever was provided for this decision.
I have been a customer for more than two years, and to my knowledge I have never breached my contract or failed to cooperate with FINN. After the theft, I immediately contacted the police and FINN, provided both keys and all requested documentation, and fully cooperated throughout the process.
My €2,000+ deposit is also still outstanding, more than three months later.
So the situation has now become even more concerning: FINN is holding my deposit, has decided that I may no longer be a customer, and has so far provided no explanation as to why.
28 September 2026
Unprompted review
Reply from FINN
Hallo Pavel,
vielen Dank für Ihr Feedback.
Wir möchten Ihre Anfrage intern prüfen und gemeinsam mit Ihnen eine passende Lösung finden.
Leider können wir Sie anhand der uns vorliegenden Informationen nicht eindeutig identifizieren. Damit wir Ihnen schnell und persönlich helfen können, kontaktieren Sie uns bitte unter reviews@finn.com oder über Trustpilot und teilen Sie uns weitere Details mit, wie beispielsweise Ihre Vertragsnummer oder die E-Mail-Adresse des Kontoinhabers.
Wir freuen uns darauf, von Ihnen zu hören und gemeinsam mit Ihnen eine Lösung für Ihr Anliegen zu finden!
Viele Grüße,
Ihr FINN-Team
UPDATE:
Hello Pavel,
thank you for your detailed feedback and your update, and we're sorry about how long this has taken. A stolen vehicle is stressful enough. Waiting more than three months for clarity, getting generic replies and then having to wait for a callback should not have been part of it. Your criticism of how we communicated during this time is justified, and we have passed it on internally.
We're glad we were able to clarify your case with you directly in the meantime. We have issued the final settlement for your deposit, and the refund is now being processed to the bank account we have on file for you.
We understand that our first message about your new booking caused uncertainty. As our team has since explained to you personally, this is only a temporary measure while the theft case is still being processed together with the relevant external parties. Once that process is complete, we will be happy to look at the situation again.
Thank you for your patience and for cooperating with us throughout. If you have any further questions, our team is here to help.
Best regards,
Your FINN Team
Reply from FINN
Hallo Jayantth,
vielen Dank für dein tolles Feedback! Es freut uns sehr zu hören, dass die Entscheidung für ein Auto von uns die beste war, die du getroffen hast.
Wir wünschen dir viel Freude mit deinem Auto und freuen uns darauf, dich auch weiterhin als zufriedenen Kunden zu betreuen.
Viele Grüße,
dein FINN Team
So good so far!
17 September 2026
Reply from FINN
Hallo Mohamed,
vielen Dank für Ihr positives Feedback! Es freut uns sehr zu hören, dass bisher alles zu Ihrer Zufriedenheit ist. Wir wünschen Ihnen weiterhin viel Freude mit Ihrem Fahrzeug und freuen uns darauf, Sie auch in Zukunft als zufriedenen Kunden begrüßen zu dürfen.
Mit freundlichen Grüßen,
Ihr FINN Team
Quality customer engagement and fast delivery
5 September 2026
Reply from FINN
Hallo Murat,
vielen herzlichen Dank für Ihr tolles Feedback und die Zeit, die Sie sich dafür genommen haben. Es freut uns sehr zu hören, dass Sie unsere Kundenbetreuung und die schnelle Lieferung so positiv hervorheben. Wir geben unser Bestes, um unseren Kunden einen reibungslosen und angenehmen Service zu bieten. Wir wünschen Ihnen weiterhin viel Freude und gute Fahrt.
Viele Grüße,
Ihr FINN Team
Great assistance with completing my…
Great assistance with completing my order for car exchanging process.
8 September 2026
Reply from FINN
Hallo Tatyana,
Thank you very much for your positive review! We are delighted to hear that you received such great assistance with your car exchange process. We look forward to continuing to assist you.
Best regards,
The FINN Team
Horrible customer experience.
Horrible customer experience.
The damage they clasified as small during the subscription(so they don't need to provide rental during the repair most likely), all of a sudden after returnal want to charge 1000+ euros.
On addition to that, without any proof for other damages, they are charging 500 euros more.
They immediately started billing, so I had to block direct debit manually. (on top of keeping 900e+ of my deposit money)
20+ days 0 response or proof from their customer support.
Just horrible; please avoid them at all costs.
I will need to hire a lawyer now and hopefully solve this in court with them.
Huge disappointment. Better rent a car at the airport, then go with this people.
7 September 2026
Reply from FINN
Hallo Stefan,
vielen Dank für Ihr Feedback.
Wir möchten Ihre Anfrage intern prüfen und gemeinsam mit Ihnen eine passende Lösung finden.
Leider können wir Sie anhand der uns vorliegenden Informationen nicht eindeutig identifizieren. Damit wir Ihnen schnell und persönlich helfen können, kontaktieren Sie uns bitte unter reviews@finn.com oder über Trustpilot und teilen Sie uns weitere Details mit, wie beispielsweise Ihre Vertragsnummer oder die E-Mail-Adresse des Kontoinhabers.
Wir freuen uns darauf, von Ihnen zu hören und gemeinsam mit Ihnen eine Lösung für Ihr Anliegen zu finden!
Viele Grüße,
Ihr FINN-Team
Once you get past the initial…
Once you get past the initial bureaucracy - which is not as simple a process as Finn would like you to believe - they've been great. Excellent car, good value for money, and super convenience.
7 September 2026
Reply from FINN
Hello Jamie,
Thank you very much for taking the time to share your feedback with us.
We are delighted to hear that you are enjoying your excellent car and appreciate the good value for money and the super convenience. We also take note of your comments regarding the initial process and are continuously working to streamline our customer journey for an even smoother experience.
We look forward to continuing to provide you with a great service.
Grüße vom FINN Team
You get a car, but then you are alone …
Very disappointed by the company FINN the promise of FINN is too cover the hurdle in difficulties of car ownership yet it’s been a difficult journey so far. First, when we received, the car the car key did not work. We had to use the physical part and opened the car manually. We have been doing this since we’ve received the car. We accepted the car because we initially thought that changing the battery of the car key would solve the problem … it did not. The second issue with the car is when starting it, you can not set the automatic gear to drive mode. We have to turn off and on the car several times before eventually we can set the automatic gear to drive mode. We are having a hard time understanding why FINN charge you 1500 for car preparation cost. We reported those two issues using FINN platform in the next week after receiving the car, we did not heard any feedback from them during 15 days after reporting the issues. Finn promised to get your feedback by two or three business days we were very past that timeframe. We try to get support from FINN but their AI chatbot but terrible. It just ask you again and again the same questions about the issues you are facing, questions to wish the answer is in the case description with filled up and does not help you. We had to dig deeper to find a contact to call for support. It was not been FINN directly but rather their claim insurance partner they confirmed they would chase Finn to get us a feedback which we eventually got. Finn send us an email with the address of the car workshop to contact we had to call the workshop to figure it out a date that was suitable and we had to explain once again the issues that we were facing even though they were very well described in the FINN cases. This alone, defeats the while point of FINN promises, we felt like we were owning the car … in an ideal world we would get a Calendar with the available timeframes for the car workshop and we would select the timeslot for the repair. The car workshop would already have the cases descriptions that FINN has. This has been a disappointment so far we are not giving just one star because we do have the car and although they are issues we can drive it. We will certainly not get the car again from FINN based on this experience.
31 July 2026
Unprompted review
Reply from FINN
Hallo lcpages,
vielen Dank für Ihr Feedback.
Wir möchten Ihre Anfrage intern prüfen und gemeinsam mit Ihnen eine passende Lösung finden.
Leider können wir Sie anhand der uns vorliegenden Informationen nicht eindeutig identifizieren. Damit wir Ihnen schnell und persönlich helfen können, kontaktieren Sie uns bitte unter reviews@finn.com oder über Trustpilot und teilen Sie uns weitere Details mit, wie beispielsweise Ihre Vertragsnummer oder die E-Mail-Adresse des Kontoinhabers.
Wir freuen uns darauf, von Ihnen zu hören und gemeinsam mit Ihnen eine Lösung für Ihr Anliegen zu finden!
Viele Grüße,
Ihr FINN-Team
Update:
Hello lcpages,
Thank you very much for the feedback!
We would like to sincerely apologize for the inconvenience and frustration you have experienced during your time with FINN. We are very sorry to hear that your experience so far has not met the level of service we aim to provide.
We greatly appreciate you taking the time to share your experience in such detail. Your feedback gives us valuable insight into where our processes and communication have fallen short. We will be happy to take your comments as an opportunity to improve our communication and internal processes going forward.
It is particularly important to us that our customers have a positive and straightforward service experience. We understand that having to repeatedly explain the same issue, wait longer than expected for a response, and independently coordinate with a workshop can understandably be frustrating and does not reflect the experience we want to provide.
We are therefore pleased that we have already reached out to you separately to work together on a solution and review the issues with you. Our goal is to make the next steps as simple and transparent as possible and to ensure that your concerns are addressed appropriately.
Thank you again for your honest feedback, your patience, and the opportunity to improve. We sincerely hope that we can regain your trust through the further support and resolution of your concerns!
Best regards,
The FINN Team
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