nextbike Reviews 651

Absolutely useless app that refused to accept my email address but still charged me. Avoid!

Broken bike with broken saddle & lock that couldn't open. I needed to go black home. I was running out of mobile battery. The counter continued to count like if I was using the bike although I did not use it at all & for 40 minutes no one was answering the Customer Service line until I finally shut it down. If there was a -5 stars that would have been my actual rating. Now, that's what I call Customer Service!
PS. Until now the counter counts and of course they won't forget to send me the bill!

6/4 - Contacted via Instagram, as I still haven't received a reply via email, despite the bike being moved by myself to a nextbike station. They mentioned the customer service team can't get in contact as there's no email in my account but they already have all my contact details....they also threatened to charge me extra money over social media but mentioned they can’t remove my payment details due to GDPR. Which one is it, you can process my data over social media or not? They also implied I was manipulative and said I kept turning the situation around. I have involved a mediator because of their unprofesisonalism

5/4 - no reply and they've now charged me 20 EUR for the improper use fee. I called them and they said there was a note on my case which says “don’t do anything until tomorrow” so they’re actively ignoring me and the agent on the phone said there’s nothing they can do. The customer service agent also said I’m sorry you’re so unhappy when we have so many happy customers..their trustpilot and other online reviews says the complete opposite. I’m currently on my way to move the bike and I can not explain how appalling the customer service has been. The bike is still in the same place and they haven’t “relocated” it. Use an alternative option like Voi, lime or the Deutsche Bahn bikes to avoid this miserable customer service experience, where they actually help.

4/4 - via phone call I was told I'd receive an email response that evening on Monday 3rd April, that still hasn't happened. Also to make it even more confusing there are jelbi stations very close by where I dropped the bike off. Why are there jelbi stations round the corner where return is possible and I've been charged 20 EUR for improper use?

Original:
I use next bike every few months because I'm disabled and can't walk long distances but biking is an affordable means of transportation to get around, as it's low impact on my legs. Without fail, it tells me every time on the app AFTER I've returned the bike I've left the bike outside the flexzone. MyRental ended at 18.36 and I wasn’t informed until 19.20 - that’s nearly an hour I've also been within the Berlin ring and it's out of the flexzone?! It's unclear what the flexzone is, I tried to find this on their site and I'm still don’t know.

I was cycling to go meet a transport company to pick up some furniture because I can't lift heavy items and I left the bike in what seemed to be an appropriate location - a lot of other next bikes on the app nearby. Now I've been charged 20 EUR - that's a quarter of a monthly BVG 10am ticket.

I called via their customer service line and they said you've been warned 5 times about the flexzone. I clearly don't know what it is and they didn’t explain this to me. They also said it wasn’t necessary to move the bike on 3rd April and misadvised me. If I’d moved it Monday, I would have avoided any charges.

To top it off the customer service agent told me to call them straight away and that they couldn't resolve my case over the phone I have to wait for an email. What is the point in having a phone line if cases can't be resolved over the phone? The customer service agent also said they didn't want to keep going round in circles but wouldn't find a solution for me (I'm actually shocked at how I was spoken to). I also asked them what the outcome of the email would be and they said they're not sure. I had to hang up because the call was so ridiculous and unhelpful.

I use next bike because I want to get from A to B easily and not have to call customer service every time.

In addition to this the bike had faulty gears. I've also been physically injured by faulty next bikes in the past, when using them in Poland (I have photo evidence if Next Bike need this for any internal investigation).

What should I now do, travel 1 hour across Berlin with walking problem to go return their bike to the flex zone? That's the expectation it feels Next Bike have on the customer. Please note, I've done this before.

In addition to this, I completed a survey around 2019/2020 with Next Bike in exchange for a free day pass and I entered the code and the day pass was not redeemed. I contacted Next Bike and they refused to refund the charges when I was eligible for a day pass. In the end, I had to open a dispute with my bank where the chargeback was successful.

(3/4) I bought a monthly subscription but please be assured this will be the final time I'll ever use your services. I'm done with the hidden charges, non-user friendly app, shocking customer service and faulty bikes.

Expecting a vague reply, directing me to contact their customer service team via phone call, "so that we can solve your return problem directly and avoid such mistakes" in the future and that I can find their flexzone on their website...both of which I've already done, with the customer service team refusing to help me via phone

Scam of a company - they claimed I didn't lock up the bike properly and the nextbike map showed my bike being in Africa. They then proceeded to take £130 from my account without even informing me. I then called up and they said there was nothing they could do. Horrible service, horrible company

A big scam. They first lure you in by showing there is monthly subscription plan for eBikes. I literally have a screenshot of it. After that, they will start charging the bikes at a regular rate. So I called customer support. They admitted their mistake first few times. Little did I know, they were waiting to update the website. Once done, they lie at your face that this never happened, and user should pay at regular rate.

The majority of bikes I have used in Glasgow are barely functional. Their app is not accurate with regards to returns. I received a notification saying "bike returned" and assumed all was well. Then got a separate notification 3 hours later stating bike was not returned at all and I suddenly owe them money for a journey I did not make.

Customer service is poor and their complaint process is almost non existent. Worst customer service experience in 2023 so far. Avoid.

Used to be good. Now it's super expensive, in Glasgow, they don't even have monthly subscriptions. Charging people 2 £ for 20 minutes. Seriously? I could rent an ebike elsewhere for 39 pounds for a whole week.

What used to be a decent enough service, has evidently fallen right off a cliff edge.

Cannot recommend, based on possible the most abysmal customer service I've ever witnessed and frankly shady business practices.

I imagine they'll be losing city contracts the moment another competitor appears

Horrible Experience

I parked the bike normally in an area of Neukölln (one of main areas in Berlin) and the app did NOT warn me in any way that I was outside their designated parking area.

3 hours later I go back to the same bike to drive home, and I could not activate it again.

Thankfully my friend was with me so she booked it for me, otherwise my extra fees would have been even higher. They charged me 10€ extra, so ended up paying 12€ for a 10 minute ride or so.

Later I sent a screenshot to their "support" showing them the app did not warn me in any way - in fact the only "line" I saw was further below, as visible in the said screenshot, so any new customer would naturally think everything was fine.

After several days of replying to different reps who kept repeating the same line to "check where the parking area is before parking" and then telling me they would forward the case internally, I never heard back anymore. Probably hoping I would simply forget.

So, all in all, simply horrible company, bad app and worse customer service.

Best to avoid them and pick another bike sharing app.

Very unreliable service, most bikes that break do not get repaired and the app does not match the bikes that are available at the station, so most of the times it is not possible to rent them. The only star goes to the customer service cause at least they are good at cancelling rentals when there is an issue (most of the times I've tried to rent a bike).

I use this service regularly however I constantly have problems with broken bikes and rentals not returning, I would heavily advise anyone to stay away from this company as they do nothing to offer assistance.

Used to find this service okay. But now at least every third time I take a bike out it claims I have returned it to an unofficial station, which I have not. It then fines me £10, which takes multiple emails (most ignored) and weeks to get back. Just impossible for me to use this service now.

This company uses any excuse to scam you. Someone took the bike I unlocked and when I notified the company they fined me £75. Why am I being fined for someone stealing from me. They could track the bike and see that it was still within the city limits and not far away from a bike port. Terrible service. When I called them I was passed around from person to person to no avail I just had to delete my account so they couldnt charge me any more.

I used next bikes consistently for years however their service has become untenable. Over the past two years I have been charged ridiculous fees. Three days in a row I have been charged the maximum for returned bikes. Last year I was charged over 100 pounds for a bike that went missing a week before payday- at the time I was living paycheck to paycheck and was left with no money due to their negligence. Many people find the service promising as it offers a cheap alternative to public transport with the membership however all the extra fees make the service more stressful than it is worth.

Bike's are barely rideable, and if they don't lock correctly and you don't realise they ban you immediately and take the money left on your account.
Useless customer service, better investing in your own than use these things.

Really needs to be a competitor out there rather than just the one having a monopoly

DO NOT USE NEXTBIKES. Extremely unsafe bikes and customer service not fit for purpose. Was charged a fee for apparently not returning a standard bike to an official station which is totally untrue. Customer services said to pay the £10 fee anyway and they’ll just refund it but 3 emails later and calls made and still no response and also no refund given. Scam of a company, unsafe bikes (seat unstable, locks don’t unlock, chain keeps breaking), and TERRIBLE customer service. If I can give zero stars I would. DO NOT USE.

This is a company don’t gain money from renting bikes but from stealing money from client . For my first time I rented 2 bikes with my friend before I locked I checked as a new user if there is a private park for them but there is no option ou button to click to check that . Also I parked in a bikes station with so many other bikes after 30 min . They took from my account 24€ . The reason that i have returned these bike
away from an official station hhhhhh .
The problem that they should improve their app like bolt . It’s not possible to lock only when you return in a right place and they give you the place by gps and dann you take a picture.
To be honest this is my first time and the last time that I use this app . I deleted the app also.

Nextbike are Scammers,
I rented a bike I parked up outside put the lock on and as I came out the shop the bike was suspended and I was told I have a £20 fine for returning it to the wrong depot. I phoned up and said I still have the bike I'm on it now..they said of I can't read the rules I shouldn't have rented in first place. AVOID AT ALL COSTS

Shoddy customer service. Account frozen with no notice.....completely unacceptable

Charged for a monthly subscription when I didn’t take one out. Somehow I have been charged for a £10 monthly subscription even though I didn’t take one out. Inefficient customer service - what’s the point in having a helpline if they can’t fix it on the phone ? Scam of a company.