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Business Profile

Auto Rentals and Leasing

Zipcar, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

This profile includes complaints for Zipcar, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Zipcar, Inc. has 16 locations, listed below.

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    Customer Complaints Summary

    • 658 total complaints in the last 3 years.
    • 177 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:07/03/2025

      Type:Order Issues
      Status:
      Resolved
      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.
      I rented a car in April 29, 2024 from zip rentals out of *****. I signed up for the premium car insurance so I would be covered for the extent of the Rent-A-Car.. Zip car has been charging me $15 a month for the last 12 months because they are claiming I selected a box to join for an extended period of time. I did not, and they will not provide proof that I selected the box during self check out. This is a predatory policy! This company is scamming college kids across this country.

      Business Response

      Date: 07/03/2025

      We have reached out to the member and believe the matter to be resolved.

      Customer Answer

      Date: 07/03/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #23552984. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 



      Regards,



      Emily Osullivan

    • Initial Complaint

      Date:06/26/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Well like I wrote in my review and Yelp I would have been a poster child for Zipcar right up until the very last rental. I made the mistake of taking a nap before I was supposed to return one of their vehicles and I overslept by about an hour and a half. When I woke up I was frantic to return the car so as I'm walking the block and a half from my apartment to where the car was parked I called Zipcar and was told by the associate that answered the phone that I didn't need to worry about returning the vehicle that Zipcar would handle the recovery of the vehicle and I could go on my way. The next morning I received an email and a phone call from Zipcar corporate saying that the vehicle had not been returned yet. I immediately pitched in and said that I would return the vehicle at that time I was told by the gentleman on the phone that it would actually cost me money to return the vehicle because they needed to book me into the car so I could have access to the vehicle and drive it back to his home location. Unfortunately, I did not have money in my checking account for them to book this micro reservation and told the gentleman that over the phone he refused to do anything about it and then told me that effectively my membership was in Jeopardy of being canceled and later that night I got an email stating that my membership was canceled and that I was going to be charged hundreds of dollars for the recovery of this vehicle. Next, when I found out that they were trying to charge my checking account over $500 because of the recovery charges for the vehicle after I had already offered twice to return the vehicle and was told that I couldn't I officially revoked in writing any authorization that they had to be able to charge my checking account. Somehow they were able to circumvent all of that and still get my account for $538 and one loyal customer that they decided was expendable

      Business Response

      Date: 07/02/2025

      We have reached out to the member, verified the issues were/issue was handled in accordance with the member contract and as a result, believe the matter to be resolved. 

      Customer Answer

      Date: 07/02/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #23521498. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I did just have a chance to look at the response from ZipCsr and I really appreciate the attempt at trying to resolve the matter and find that this is definitely satisfactory. Thank you to ZipCar and LOTS of thanks to the BBB for being the intermediary and being able to liaison this moment to happen.  



      Regards,



      Ruderick Veve

    • Initial Complaint

      Date:06/25/2025

      Type:Product 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.
      i never received 04/7/25 refunded

      Business Response

      Date: 06/26/2025

      We have reached out to the member and believe the matter to be resolved. 

    • Initial Complaint

      Date:06/20/2025

      Type:Product 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.
      Better Business Bureau Complaint Against Zipcar Date: [Insert Date]Company Name: Zipcar, Inc.Your Name: ******** ***** Zipcar Account Information:Membership Duration: 6months Nature of Complaint I am filing this complaint against Zipcar regarding unauthorized charges to my account, a fraudulent moving violation, and their refusal to investigate or provide a refund after closing my account without proper resolution.Detailed Description of Issue No prior authorization was given for this trip Fraudulent Moving Violation:I received a moving violation citation for the same trip I did not take The violation occurred in ******** as I was told This violation is now affecting my driving record ********************* Response:I contacted ********************** customer service on [Date] at 8.30 am to report this issue Instead of investigating my legitimate claim, they immediately closed my account The representative [refused to process a refund They closed my case within approximately one hour without proper investigation No opportunity was provided to submit evidence of my whereabouts during the alleged trip Financial Impact Unauthorized charge: $[$282.66 Evidence Available 1.Full refund of the unauthorized charge of $282.62 Written acknowledgment from Zipcar that this trip was not authorized by me Previous Attempts to Resolve Date: June 20 2025 Method: Phone call to customer service Outcome: Account closed, refund denied, case closed without investigation Representative: [Name not given Impact Zipcars failure to properly investigate fraud claims and their immediate closures of my case Preferred Resolution Timeline I am requesting a response within 30 days and full resolution within 60 days of this complaint filing.Signature

      Business Response

      Date: 06/26/2025

      We have reached out to the member and are actively working to resolve the issue. 

    • Initial Complaint

      Date:06/18/2025

      Type:Product 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.
      On June 16, the Zipcar app clashed in the afternoon around 5pm CDT and locked five of us outside of the car. When it's around 90 degrees outside, five of us -- including 3 of our parents who are over 60 yrs old -- were left on the road without any shade. We called the company after a few trials with the apps and the website, but could not be connected with any agent for about 20 minutes. The problem solved after about 30 minutes, but we were very dehydrated.Afterwards, because the app continued to have minor clashes, we had to cancel the plan in the evening and returned the car rental two hours before the scheduled time. And the app clashed again, so the return was "complete" before I was allowed to take any pictures.I called the customer service at around ****** on June 16, and the agent offered me initially a $6 rental credit and then increased it to a $12 credit. When I refused to accept it, the agent told me that a supervisor would call me back "in 1-2 hours." So I waited till 12am, no call back.I called again around 8:30pm on June 17, the agent was super rude and constantly accused me that I "failed to understand" the issue, but he promised that the supervisor would call by "the end of the day" eastern time. So I again waited till 11pm in ******* time, again no call back.

      Business Response

      Date: 06/26/2025

      We have reached out to the member and are actively working to resolve the issue. 

    • Initial Complaint

      Date:06/14/2025

      Type:Service or Repair 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.
      Its impossible to get to speak to a manager. I tried over 7 times every single time they say they are on the phone and I will get a call back either within 24 hours or they say within 15 mins. I NEVER NEVER GOT A CALL BACK OVER WEEKS FOR DIFFERENT ISSUES. I rent with Zipcar thru the **** program. 3 different times I was given a car that was not ready for **** due to maintenance or other issues. I would rent the car and its supposed to automatically connect to **** app. 3 times as I stated I had problems. 2 of the most recent left me to walk over 1 hour in the middle in the morning at 3 am to go to another location to get a ***lacement car. No trains or buses running at that time and no money for ****. Twice this happened in the last 2 weeks and left me in bad situations. Then I would check to see if those cars remained available to rent on the app to which they were. So they can ***eat the cycle to another driver. When this happens zipcar has to make another reservation and charge you $2 to do so. This happened all 3 times with me and the last 2 as I stated were at a great disadvantage to me. NOW MY MAIN ISSUE. Im I been in a zip car from the last week of April until 1st week of June l, using multiple cars and have spent well over $3000 during this time. On June 5th I rented a ***** CRV. It was well over 90 degrees in ****** on that day. Was the hottest day of the year so far at that point. The air conditioner did not work at all. It was blowing hot air and the a/c button was on. It needed a Freon charge. I told the **** this and they told me when I bring the car back they will take it off line and have it looked at. A week later I get a email stating that the car was dropped off with under the 25% minimum. So they charged me $31.87 including taxes for a fee. THIS IS COMPLETELY FALSE. I returned the car with about a 1/3 in the tank. Verified by a *** who made a ticket to which was closed by someone. She told me I returned it at 30%. I cant get this resolved

      Business Response

      Date: 06/23/2025

      We have reached out to the member and believe the matter to be resolved. 

    • Initial Complaint

      Date:06/14/2025

      Type:Product 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.
      Dear Zipcar Customer Service,I am writing to file a formal complaint regarding my recent Zipcar rental from June 12 at 11:00 AM to June 13 at 5:00 PM, picked up from ********************************************************On June 13 around 10:00 AM, the vehicle began having serious mechanical problems. It would not start, and I had to pay $100 out of pocket for a tow truck just to get it running again. Later that day, the car became undriveablethe gear shift malfunctioned, and the vehicle repeatedly shut off on its own, making it unsafe and unusable.I contacted Zipcar three separate times to report these issues and followed all appropriate procedures. Despite this, I received only a $40.30 partial refund and an $18 driving credit, even though I paid $192.06 for a rental that was not usable for a significant portion of the time.I am requesting a full refund of the rental cost due to the fact that the vehicle was not in working condition and failed to provide the service I paid for. I am not asking for reimbursement for the $100 towing costI simply want the rental charges refunded.Please escalate this matter for a proper review and respond promptly. I believe this is a reasonable request, given the circumstances and the inconvenience caused by a malfunctioning vehicle.

      Business Response

      Date: 06/20/2025

      We have reached out to the member and believe the matter to be resolved

    • Initial Complaint

      Date:06/12/2025

      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.
      I rented the Zipcar ***************** for the dates of May 13, 2025- May 20, 2025 from noon to noon and the daily rate was $98 plus tax with 200 miles free of charge for the day. I have provided a screenshot of each day via ****** maps showing the actual miles driven between these dates. My calculations based on their overage miles of 0.67 came to 132 miles * 0.67 = $88.44 in which Zipcar should've charged me instead of $174.01. Therefore, I am requesting $85.57 refunded back to my **** credit based off of what ****** maps shows 19 miles over on the 19th and 113 miles over on the 20th totaling to 132 miles over the free daily miles of 200.

      Business Response

      Date: 06/19/2025

      We have reached out to the member, verified the issues were/issue was handled in accordance with the member contract and as a result, believe the matter to be resolved.

      We also submitted proof from our GPS, fuel, and mileage tracker that confirms the member drove the 385 miles they were billed for. Thank you for your time. 

      Customer Answer

      Date: 06/19/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      ******

       

       

    • Initial Complaint

      Date:06/12/2025

      Type:Service or Repair 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.
      I have been trying for months to get Zipcar to quit charging me. I have not rented a car with them since 2017 and have not authorized these charges.

      Business Response

      Date: 06/20/2025

      We have reached out to the member, and having not heard back, believe the matter to be resolved.

    • Initial Complaint

      Date:06/08/2025

      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.
      , They are pulling money from your card without your consent. There was no indication that I would be charged and the only charge I was able to check before clicking anything was the $34 for finishing the application. I stopped right before that screen and they still charged me $25, ridiculously criminal.

      Business Response

      Date: 06/13/2025

      We have reached out to the member and believe the matter to be resolved. 

    Zipcar, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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