Complaints

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

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Zipcar, Inc. has 16 locations, listed below.

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• 

  Zipcar, Inc.

  35 Thomson Pl Boston, MA 02210-1202

• 

  Zipcar

  191 2nd St San Francisco, CA 94105

• 

  Zipcar

  654 Seymour St Vancouver, BC V6B 3T4

• 

  Zipcar

  429 Forbes Ave Ste 1606 Pittsburgh, PA 15219

• 

  Zipcar, Inc.

  191 Peachtree Street NE, Suite LWL01 Atlanta, GA 30303

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.

• Initial Complaint

  Date:12/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 wanted to apply for a membership with zipcar. They charge an application fee of 25 and then the ask you to choose a plan. I choose the 9 dollar plan so they charged me 27 dollars in total. Im not sure why the full amount didnt come up on my debit chime account but Im including what I have to show They denied me and kept my money. I think this is wrong. They should return my money being they denied me and I cant be a member. I had to pay for a monthly plan that I cant even use. It is unfair

  Business Response

  Date: 12/09/2024

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

• Initial Complaint

  Date:12/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was renting a Zipcar with the **** program that was for a daily rental of 90 dollars that was due back at 11:30 am. I let Zipcar know it was going to be late and they said the only way to prevent a late fee was to extend, but they told me that to extend for just 30 minutes would be the full daily Rate so I said I wont extend and just take the late fee. I searched the cars late fee policy and I see where if its turned in between one minute to an hour late its a $50 charge And that was all that was listed on their website.. I checked my account and it says I owe $152 and some change. I spoke to a customer service representative and they proceeded to tell me after checking that under the **** program they charge you the $50 late fee and a full daily rental rate. I argued that this wasnt listed anywhere, and the customer service agent said it was in an email I was sent, which it wasnt. So Im here to formally complain about them, giving charges that they did not outline

  Business Response

  Date: 12/11/2024

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

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  There were several issues related to the car rental during my recent trip to ***********, ***1. The car wasnt at the pick-up location on November 23; I had to wait over an hour for the car to be returned (the vehicle was dirty and, after the experience I had during the week ahead, needed to be serviced). Additionally, I was hung up on MULTIPLE times while trying to get assistance from the customer service line.2. The cars battery failed and needed to get jumped on Tuesday, November 26 3. The cars battery failed AGAIN on Thursday, November 28; I was told that the service was over an hour away and I could not wait again. I had to find alternate transportation to my destination since I was scheduled to be somewhere. Once I returned to the car, I called to have it serviced again in the evening. 4. The cars battery failed AGAIN for the THIRD time on Friday, November 29. At this point, I am told that the car needs to be towed and that I will be reimbursed for the ENTIRE **** ride to the airport because I was nearly an hour away from LAX/the return parking lot.

  Business Response

  Date: 12/11/2024

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

  Customer Answer

  Date: 12/16/2024

  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. 

  They have offered me a ****** credit to my ZipCar account, which I will not be using because I will cancel the membership. I did indeed reply to their email on 12/7/2024, two days after they reached out with this resolution. 
  
  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,

  ******

   

   

  Business Response

  Date: 12/19/2024

  In Addition to the offer of future credit member was also met halfway and refunded half of her trip due to a mechanical issue.  The trip was used in full and over *********************************************************** full as requested.  We believe the matter to be fairly resolved.  

  Customer Answer

  Date: 12/21/2024

  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. 

  This is not the first trip with ZipCar that has been an issue for me. The trip from May of this year was also a massive issue (see attached). I called repeatedly, used the chat function on their app and emailed them regarding the issue and received ZERO reply, call back or resolution, outside of an automated email reply (see attached). This was already me giving ZipCar a second chance, and this was the SECOND time that they gave me a car that could have put me in grave danger as it was not serviced properly. 
  
  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:11/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Better Business Bureau,I am writing to formally file a complaint against Zipcar for an app malfunction that ruined our Thanksgiving trip and led to significant distress and inconvenience. The incident occurred on Nov 29 when we rented a car through their service.The issue began when the Zipcar mobile app failed, preventing us from locking or unlocking the car. This malfunction forced us to keep someone in the car at all times to guard it, as we were unable to secure it properly. As a result, one member of our group had to remain in the vehicle in 15-degree Fahrenheit weather at every stop, exposing them to harsh conditions that ultimately caused them to fall ****** make matters worse, we were on hold with Zipcar's customer service for over an hour in the freezing cold, attempting to resolve the issue. Despite the urgency of the situation, we received no meaningful assistance, which added to the distress and danger we faced.The malfunction and lack of responsive customer service completely ruined our trip, caused significant discomfort, and placed us in a hazardous situation. Given that we did not receive the service we paid for, I believe a full refund for this trip is the very least Zipcar should provide.I have attempted to contact Zipcar directly to resolve this matter, but I am filing this complaint with the Better Business Bureau because I feel their response has been inadequate thus far. I request the BBBs assistance in ensuring that Zipcar takes accountability for their app malfunction, inadequate customer service, and the negative impact it had on our health and safety.Please let me know if you require additional details or documentation. I can be reached at ************************* you for your assistance in this matter.Sincerely,Runxi **

  Business Response

  Date: 12/04/2024

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

• Initial Complaint

  Date:11/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Date: November 29, 2024 I had scheduled a ride using Zipcar's rental service from 2 PM - 3:30 PM CST the day prior on November 28, 2024. However, I was unable to go on my ride. As soon as the door to the rental car was unlocked, I was logged out of the application.The application requested a verification code input. However, no verification code was being sent to my number. I restarted my phone, and then a bunch of them came up, but not a single one worked up to the most recent one. I spent a lot of time waiting on calls with customer service. I extended my car ride to 4:30 PM in case my problem could get solved beyond that. After over an hour, an agent picked up and said that the Zipcar system was down, and that many other customers were having issues. However, before I could ask for a refund, I was put on hold, and then they cut the call on their end.I decided to not go on the trip despite having the car unlocked. To note, an inspection of the exterior and interior of the rental vehicle must be completed before starting the trip. I did not do that, because I was unable to since the application was having issues. I simply locked the car and left it there. However, Zipcar seems to think that not only did I go driving, but I also returned it extremely late at 7:57 PM CST, well beyond the return time I had extended to at 4:30 PM CST. This was extremely confusing to me, because I did not even go for a drive, so the car would've been at its original location the entire time.I was charged not just my original rental amount to 3:30 PM and extension to 4:30 PM, but also an adjusted time-based amount to 8:00 PM and a late fee of $150, despite me not even going for the drive.After I received these billing charges, I attempted to contact customer service multiple services, to no avail. I wish to not only be refunded in full but also get compensation for the frustrating experience I and many others have had with this business due to such an issue.

  Business Response

  Date: 12/04/2024

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

• Initial Complaint

  Date:11/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 reserved a Zipcar weeks in advance to pick up on Thanksgiving morning. We arrived to the car as scheduled only to find out it wasnt connecting to our phone key card. We called Zipcar to troubleshoot and they went through the Bluetooth instructions for us for a handful of minutes before then saying the car was actually taken offline for maintenance and would not be available. No other cars were available according to them. Again, this was Thanksgiving morning. We have no other way to travel to see our family for the holiday. Zipcar only offered us a refund and a free hour rental. They should have informed us before arriving at the rental. I dont trust their servicing.

  Business Response

  Date: 12/04/2024

  We have reached out to the member at the email of record and believe the matter to be resolved.  

• Initial Complaint

  Date:11/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a standard membership with the Zipcar. I have attempted four times while speaking with a customer service representatives to reaccess my account due to updating it with my renewed driver license. However, they have only indicated the account had a "bug" and they are forwarding the matter to the recovery department and look into it. I informed the company I will be recouping a November's payment since I was not accessible to usage for November. I would like the company fix my account issue asap.

  Business Response

  Date: 12/04/2024

  We are actively working with the member to resolve the issue. 

• Initial Complaint

  Date:11/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Wednesday, November 27, 2024, I submitted an application for ZipCars, having met all of the advertised application requirements around driver licensure, age, and lack of significant violations. Less than 60 seconds after completing the online application and being charged $25, I was informed that my application was rejected. When I called the "866" number for ZipCars, I spoke to an associate who told me that the only way I could learn the reason for my application's rejection was to reply to the email informing me of my rejection -- an email that specifically says "do not reply"! After speaking with a supervisor who was unable to explain to me why this instruction was offered and who refused to issue a refund for the application in light of this inexplicable direction to "reply to the do not reply" email, I informed them I would be filing a complaint. This stunning lack of clarity around their practices and the amount charged for a service that took less than 60 seconds to reject a qualified driver is beyond frustrating. I feel thoroughly taken advantage of and unquestionably misled. I was given false information as to the means by which my problem could be resolved or addressed, and at this point, I just want my money back. I want nothing else to do with this company, and I don't think anyone else should, either, unless they are able to explain with far more detail how and why applications are evaluated and rejected.

  Business Response

  Date: 12/04/2024

  We have reached out to the applicant, verified process was done in accordance with the member contract, and believe the matter to be resolved.  

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In mid October I made a reservation for a Zip car at ********************************************************* for Thanksgiving Day Nov 28. I normally dont book 6 weeks in advance, but last year when I tried to book closer to the date I could not get a car in my area. ******* confirmed a car at the location I requested. About two weeks ago I received an update from Zip Car with a new location. The location was ******************************** ***** **. This location is eight miles from where I live.whereas the ******** location is 3 minutes from where I live. I received no apology from Zip Car for this change nor an chance to find a car at a more suitable location. I am a member of *******, I pay a monthly fee for the privilege, and I use the car service a number of times during the year. I consider this change to be not only outrageous but unconscionable. I want some kind of compensation from Zip car in the form of future use and an apology from management. By the way, I did cancel the car and will have to find another form of transportation to my destination which is highly inconvenient.

  Business Response

  Date: 11/25/2024

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

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 11/20/24 I booked a reservation with Zip car for 11/22/24 for 4 hours (11:30-3:30pm), at the time of my booking there was a promotion for $15 off a 3 hour rental, but it stated the end date was on on 11/18/24. Today, I received an email from Zipcar stating the promotion was extended until 11/25/24.I called Zipcar, spoke to ****** and requested that the $15 promotion be honored for my reservation since I met the criteria. ****** said they were not aware that the promotion was extended, sent me an email and asked me to send him the proof that the promotion was extended. I replied to ******** email, with a screenshot of the email that I received proving that the promotion was extended, but he declined to honor the promotion, despite the proof. I also spoke to ******** supervisor, Kuben, who also declined to honor the promotion even though I met the criteria.

  Business Response

  Date: 11/25/2024

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