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Business Profile

Auto Rentals and Leasing

Zoom Rent A Car

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

This profile includes complaints for Zoom Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see

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Zoom Rent A Car has 6 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/11/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hidden fees upon pick up of car totalling almost $250, which was almost what I paid for the rental. Could not receive rental I had already paid for without paying this extortion nor could I get a refund. ******* explicitly wrote that what I paid upfront would be the total (no hidden fees). Looking online at Zoom's reviews now, I see now that Zoom has been dishonest and making up hidden fees for their entire existence and somehow getting away with it. Ad and website said they have a location at the airport. Location is almost a 3 hour walk from the airport in an industrial area. No shuttle at the time I arrived or departed so left waiting for hours for one on arrival and stranded in the industrial area at 4 am when I returned.

      Business Response

      Date: 13/12/2023

      This message is regarding a client complaint regarding charges. The client had only paid for the rental of a car on the ******* website. As per the policies listed on the website, clients are only allowed to decline the car rental company's insurance if they have other insurance that covers damages to the rental vehicle, and it is the client's responsibility to provide proper documentation of the insurance policy to prove their coverage. However, this particular client did not have any insurance to cover damages to the vehicle, so they purchased the insurance at the counter for $22.99 + taxes per day. Since the rental was for 9 days, the total cost of insurance was $233.80. The client believes that they were charged this amount unfairly.

      Furthermore, the company's address is mentioned on all websites, and it is also stated that they provide shuttle service to the airport within their business hours. The company sends the phone number and instructions for shuttle service to every client upon booking to ensure that there are no issues. It is the customer's responsibility to check these instructions, which are provided in their rental voucher, to avoid any inconvenience during their reservation

       

      Customer Answer

      Date: 13/12/2023


      Complaint: ********

      I am rejecting this response because: Zoom has a history of being deceptive (at best) and its attempt at resolution is not acceptable in the least. If they are continued to be allowed to do business **** * ***** ******* **** ******** then potential customers need to be aware of the deceptive things that they do to avoid them. 

      Sincerely,

      James Macdonald

    • Initial Complaint

      Date:30/10/2023

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We rented a car from zoom, they requested additional insurance from **** to cover a portion of the insurance policy other wise we had to pay an additional fee. We emailed the lady working there the copy of the insurance within 24hrs as requested. We never hear back from anyone. When we received the final invoice we had been charged for the additional insurance. When we reached out to ask questions Via email. We were ignored and the charges were never reversed. Yesterday, we received an email from Zoom letting us know that they had charged our CC for $41.38 for a $7 toll that we apparently incurred during our trip. charging us 4 x the amount of the Toll the ridiculous and Charging my CC 3 months after our trim was not approved and should have been discussed before doing so. We are seeking refunds on the insurance costs that we were charged as well the service fees from the most previous charge for the inconvenience. ******** ** *** **** **** ** *** ******* ** *** ** ** *** **** ***

    Zoom Rent A Car is NOT a BBB Accredited Business.

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