Review Insights · Google Play
MyWheels
MyWheels B.V. · 2,867 ratings · ★ 4.0
4.0
★★★★★
2,867 ratings
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Top complaints - extracted from 62 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"support"
16 negative reviews mention this · 26% of all complaints
★★★★★ "ik wacht al 7 dagen op hulp van customer support, geen antwoord op emails en chat. als resultaat kan ik geen auto reserveren de app laat nie niet doorgaan. Teleurstellend na twee jaar als klant." - Tess S
2
"account"
13 negative reviews mention this · 21% of all complaints
★★★★★ "It keeps saying my bank account does not match my name! 😥👎" - Kelly
3
"service"
13 negative reviews mention this · 21% of all complaints
★★★★★ "You should be careful not to click the reservation twice, because you may end up booking the same car twice and receive a double invoice. Contacting AI support makes no sense, and sending an email didn’t help either. You won’t get your mone…" - Matthias
4
"customer"
9 negative reviews mention this · 15% of all complaints
★★★★★ "ik wacht al 7 dagen op hulp van customer support, geen antwoord op emails en chat. als resultaat kan ik geen auto reserveren de app laat nie niet doorgaan. Teleurstellend na twee jaar als klant." - Tess S
5
"payment"
9 negative reviews mention this · 15% of all complaints
★★★★★ "I tried to create an account to book a ride. But the app kept giving me an error when I made the payment with my bank app mentioning that my name on the account was different compared to the bank account name. But they deducted the verifica…" - Dheeraj Kulathur
6
"email"
7 negative reviews mention this · 11% of all complaints
★★★★★ "ik wacht al 7 dagen op hulp van customer support, geen antwoord op emails en chat. als resultaat kan ik geen auto reserveren de app laat nie niet doorgaan. Teleurstellend na twee jaar als klant." - Tess S
7
"phone"
7 negative reviews mention this · 11% of all complaints
★★★★★ "Pro subscriber. App suddenly forced driving licence verification right when I needed a car. Tried verifying my Dutch licence twice, both failed with an error, so I couldn't book at all. Phone support said "use chat" ; chat was only a bot wi…" - Vladimir Dmie
📋 All 62 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
The hour/day selection has become bugged so impossible to book a car.
It keeps saying my bank account does not match my name! 😥👎
the car was not tidy when i picked it up !
ik wacht al 7 dagen op hulp van customer support, geen antwoord op emails en chat. als resultaat kan ik geen auto reserveren de app laat nie niet doorgaan. Teleurstellend na twee jaar als klant.
You should be careful not to click the reservation twice, because you may end up booking the same car twice and receive a double invoice. Contacting AI support makes no sense, and sending an email didn’t help either. You won’t get your money back and will end up paying twice for the same service just because the app froze.
I accidentally booked the wrong date. I cancelled "only" three hours before the pickup time and rebooked for the same time the next day. I was charged a €10 penalty.However, if I had had the €10 monthly subscription, I wouldn’t have paid anything.Can you explain what the actual loss or damage was, considering I rebooked for the same time the following day? There was none..oh yes! I wasn’t a subscriber, I had to pay a €10 penalty on an €18 booking. unfair and inconsistent.
Pro subscriber. App suddenly forced driving licence verification right when I needed a car. Tried verifying my Dutch licence twice, both failed with an error, so I couldn't book at all. Phone support said "use chat" ; chat was only a bot with no human follow-up. 3+ hours later: no response and the issue still persists. Had to take an Uber (€20). Reliability and support quality have clearly declined in recent months.
absolutely terrible app. it wouldn't let me use the app while I was on wifi so I shut it off and tried using mobile data. It was a struggle trying to sign up for an account nd when I finally got it to go through I only got as far as putting in your phone number. I put my number in and tried getting the code to sign up numerous times and never got it so I couldnt even make an account 🙃. was really hoping to like this app
Unacceptable und unfair dynamic pricing
worst customer service and support. not even trying to help the customer. please choose another company.
I tried to create an account to book a ride. But the app kept giving me an error when I made the payment with my bank app mentioning that my name on the account was different compared to the bank account name. But they deducted the verification amount even after giving this error. I thought I would delete my account and start again but that didn't work either because they say your account is deleted and it cannot be reversed. Customer support gave the same response when I emailed them. Very bad
Verschrikkelijk slechte klantenservice. Zolang alles goed gaat is het top, maar zodra er iets fout gaat heb je helemaal niks aan mywheels.
The car I booked was not at the designated parking spot when I needed it and I didn't receive any notification about it even tho it still wasn't there for at least 20 minutes. Won't be using their services anymore as there's plenty of better alternatives. Customer service tried to be helpful but the issue could not be solved as I needed the car at a specific time.
smerige auto vol peuken, joints en blikjes. na melding niets mee gedaan, zelfs week later nog smerig. abonnement opzeggen, te duur voor een smerige asbak zonder service.
I reserved a car with MyWheels, but the first one had a side mirror falling off and was not drivable. The next car did not start, probably due to the cold weather. The third one did not open at all; customer service said there was a system error and that it would need to be opened manually. Customer service then reserved a fourth car for me, which was supposed to be only 500-600 meters away, but when I checked the route, it was actually a 20-minute walk. Trip didn't happen.
worst app I have ever seen, not possible to login or sign up. giving errors that I don't understand and kick me out saying I am using a vpn, which I am not....
terrible customer service they charged me 20 euros to retrieve my wallet from the car
car was empty at pickup! useless! took 2.5 hours to charge before we could start our journey...
je wordt gepusht naar een pakket kopen. 25km, 1 uur. maar heb uiteindelijk maar 15km in 45 minuten gereden, moet alsnog de volle pond betalen.
I didn't even get to properly use the app. the app itself is buggy, and whenever I tried to add a payment method, It always came back to the same page instead of letting me choose one. Very unfortunate!
Horrible signup experience. They don't tell you there's only a single payment method available. And even if you do use it, they do weird verifications based on the account's name and lock you out on any mismatch. Deleting the app and then going on the web to delete the useless account I just made before they send spam just redirects me to install the app. Why even show a log in button on the website (pc and mobile), then force you to go through their MFA, only to then tell you to go to the app
Very poor experience. Buttons in the UI often don't work. I simply can't open the main menu. I also stuck while completing the sign up form and had to reload the app. How do I trust a vendor with this level of attention to the customer experience?
The technical support is very slow, and they keep charging me for no reason. Stay away from this app.
the worst app ever , they tell you a price an extimative of how much you gonna pay the problem is that number is way off of the value that you going to pay , you call them and literally they told ya many people complain of that , but of course that don't change so they can trick people , never using this appagain !! I can even tell you, they said would be around 60 euros I paid 210 € ?! my wheels is not a good app they need to change that asap
if you think forget something in the car support is going to tell you to reserve it again to check... overall app is fine but support is -1 star
White fields for registration to type in email and telephone number have white font colour. After one car rental it took them 5 days to take the money from my account, when they told me it would be done earlier, they also said it was already paid when it was mot, very strange business model when a customer must ask them and write them messages everyday about the money that he owes the company... Very strange experience if I have to almost beg you to take my money
New version is broken on pixel 10 pro
If you have an alternative, I strongly advise choosing a different company. You should read the terms and conditions carefully, as they will charge you for any mistakes you make. Additionally, their support staff will not make any exceptions and are unresponsive. I literally waited for a response to an easy question month
I cannot receive SMS confirmation for my phone and cannot add payment account for some reason. Also I cannot login with Google. It gives the error code invalid_request.
Extremely disappointing experience! This app seems designed to take your money during activation and then never actually activate your account. After payment, you’re left waiting indefinitely with no proper support. There is no helpdesk-only email-and even after a week, there’s no response. This is unacceptable and feels like a scam. Save yourself the frustration and your money-do NOT install MyWheels!
The application is full of bugs, a support team cannot explain anything. Worst car sharing app that I saw.
Insanely bad customer service. I was never able to use the service due to bug in their License check service. Even after sharing license details many times, they couldn't resolve the issue. Other services like Greenwheels, Snappcar are much better and easy to use.
virtually unusable. if it were possible to give this app 0 stars I would. horribly buggy UI - crashes and hangs constantly, white text input into white text fields (did I enter my phone number correctly? who knows? what a fun game!), unintuitive and opaque. did you know if you create a quick account via Gmail it auto imports your name and then doesn't allow you to change it? was this coded by an intern? 1.5 hours wasted, 0 successful bookings. stay away
Very poor app with a disappointing support team!! They cannot verify my Dutch driver's licence and nobody knows why!! The support team cannot find the issue and they believe that this is because of the "system" which cannot be fixed. They even don't have a phone number that I can speak with them in a situation like this! In summary, this is the solution of the supervisor: "we cannot find the issue so, you cannot book a car. Goodbye." Really unprofessional!
The app doesn't accept local (Dutch) license for verification 2 times, freezes weirdly, support is not there for the whole day and its not possible to call them unless you have an emergency.
I have tried to start the car of mywheels and followed even the instruction given in the car en on the internet without any succes. The car started but the motor didn't. what a failure moment this.
No way to pay with debit card or IBAN unless you are with a small list of nethelands banks. Not usable.
App incompatible for tourists. You can only pay using a Dutch bank account, despite me being able to register with a UK phone number and no Dutch residential address.
The app gets stuck when trying to book a car - useless
Support will not help you, they simply close tickets without any resolution.
elke keer als ik een auto probeer te boeken laat hij me weer het rijbewijs verifiëren terwijl ik dat al gedaan heb. daardoor kan ik geen payment method toevoegen en een auto huren. daarnaast loopt de app continu vast
Made an account and they blocked it instantly. Never even had the chance to drive or rent one of their vehicles. I asked for the reason, and they just gave me the standard list with all the possibilities. no further explanation. Which is weird, in my opinion. Don't depend on their services they can block you without a reason. Even if you never actually used their service. Use Sixt and Greenwheels instead. or better buy your own car.
Ik ben nooit voorbij de inschrijving gekomen. De rijbewijs was afgewezen door de app, totdat maximaal aantal pogingen waren bereikt. Na lange maanden, probeer ik weer, maar nog geen stap verder. Ik krijg mooie aanbiedingen per email, maar de app laat de wensen over.
Not correctly communicated that a 1 month subscription is not feasible. As a minimum you can subscribe for two months because of subscription change policy
Ik heb pre paid km betaald, minder gebruikt en toch wordt mij achteraf een extra rekening gestuurd. Smerig zeggen dat ik niet pre paid heb betaald ondanks dat het zwart op wit staat. Daarna zonder herinnering of aanmaning een incassobureau inschakelen en mij incassokosten in rekening brengen. In al het email contact is duidelijk dat het personeel te dom is om hier maar ook iets van te snappen. Naar bedrijf, blijf er van weg!
Please update the UX, I tried to check the price of a trip and ended up doing a booking by accident. Contacting support of course doesn't give you the answer. Support articles indicate it is possible to cancel but the cancel button is not there. Turns out you need to scroll horizontally to find it. Hiding the cancel button is utterly dumb and even feels like a trap to make bookings more sticky.
Damage to car and indicator LEDs where activated from the start of the trip. That's annoying and give stress. Not worth the money. I've inform them but no reaction! Very bad experience!!
I can say car fleet is ok but they are scammers for penalty fees. They charged me for park at improper spot even tough I called to their helpline and got confirmation that car can be left there. Please beware of them! Use as last possibility!
No issues regarding the cars themselves, but very scammy behaviour. I received a fine of just under 100 euros for not paying in time (within 10 days) a short trip that costed less than 20 euros. I expected the payment to be done automatically like with similar such services, while instead it had to be done manually through a link found in an email. I had not seen this email since I used my secondary email address which I don't check often.
Account got blocked every time I logged in and then permanently deactivated with no explanation and no way to protest. Unbelievably bad service wise.
+ 12 more in the clipboard copy
Sentiment summary
76%
Positive (4-5★)
5%
Neutral (3★)
19%
Negative (1-2★)