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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

Find a Location

Zipcar, Inc. has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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

    • Zip Car Inc

      717 D St NW Washington, DC 20004

    Customer Complaints Summary

    • 644 total complaints in the last 3 years.
    • 173 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/20/2024

      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 actually like the Zipcar service, but my issue is with payment. Zipcar has continued to not take money from my card and and say that it's my bank's issue, but it's not my bank. My bank tells me they didnt even try to take the money. Then Zipcar close my my account, because I had an overdue balance on the monthly fee when I try to pay the monthly fee my card was continually rejected over and over again. every time you run the card at least three times then the system blocks your card out . But the main issue that I must stay state is the apparent customer service I have called on many different occasions and I've been have been told the same thing the representative will run the card several times it won't go through and they lie and tell you that technical support will call you in 2 days I've been told this several times and I've never been contacted once it's simply that my account is closed and I cannot get the services anymore . I don't have any other items that will stop me from having an account with them . in my opinion this is very frustrating and plan shoddy business.

      Business Response

      Date: 11/25/2024

      We have reached out to the member, verified account was closed in accordance with the member contract, and as a result consider the matter resolved.  

    • Initial Complaint

      Date:11/20/2024

      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 rented a car on Oct 3******-to Nov ****** the business of zip cars is to provide cars to rent so it didn't give me a choice of gas car it gave an electrical one the car pass through the app l when to pick it up to it location l started driving and notice the electricity started to go down had no instruction or know how to charge was left almost stranded had return right away the next it didn't last that long l couldn't recharge in the street. Iam asking to refund that money to my account

      Business Response

      Date: 11/25/2024

      We have reached out to the member, verified the account was closed in accordance with the member contract, and as a result consider the matter to be resolved. 

    • Initial Complaint

      Date:11/19/2024

      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 have canceled a reservation on November 19th. Zipcar refunded me $46.31 and then went back into my account and took the $46.31 out of my account the $44 that's on the statement is correct I made a new reservation. You can see on the screenshot that 4631 was refunded and then taking them out after that transaction of $46.31 I am requesting $46.31 a refund that was taken out of my account due to my reservation.cancellation.This has been an ongoing issue when it comes to reimbursements and refunds. Zipcar will just take charges out of my account without approval going into my account making unknown charges and once I call Zipcar they cannot find any of the charges on my account. I will call customer service they will place me on hold for more than 30 minutes and then the phone will disconnect.

      Business Response

      Date: 11/21/2024

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

    • Initial Complaint

      Date:11/19/2024

      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 a contract with this company which charges a monthly membership fee of $9.65 ($9 monthly fee plus tax). However, EACH MONTH when they initially charge my card on file, they submit a request to my bank for $84.65 to hold for a few days. After a few days, the charge ultimately settles for $9.65. I have addressed this a few times with company customer service agents to no avail. The agents are not able assist me EVER. They cannot "see" the $84.65 "Pending" charge. They can only see that I have been charged $9.65. THIS HAPPENS EVERY MONTH!!!! They attempt to "escalate" this but, this has not stopped this practice.This seems highly irregular. This practice makes no sense and has been happening ever since I opened my membership. I don't understand why this is appropriate. No other company that I have a subscription to, charges me 9x more than my monthly subscription amount only to settle for the agreed upon amount. HOW IS THIS LEGAL????I understand that there are business that as a standard will initially hold an amount that is more than what is ultimately settled for, ******** station pumps, hotels, etc. However, with Zipcar, I have a subscription where I have agreed to a predetermined amount. There is no reason to hold more than the predetermined amount.I suspended this account a few months ago mostly because I was tired of not having access to my funds for a service that I rarely use. During this suspension, my husband added me to his account. This overcharging does not happen to him and he regularly uses his account.While I normally am able to deal with this money being withheld from use, this month it caused an overdraft to my account when my membership was reactivated. I am ultimately at the point where I want to cancel my membership but want recompense for the overdraft fee this practice has caused.

      Business Response

      Date: 11/21/2024

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

    • Initial Complaint

      Date:11/17/2024

      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.
      Two Issues:1) I made a reservation with Zipcar. Without warning and right before my pickup time, and the company changed my vehicle and pickup location that was infeasible. They did so prior warning or consent. They did not offer an opportunity for a refund and offered no reasonable alternative. No reasonable efforts were made at offering compensation and they billed me for the full amount of the reservation ($175.50) despite not delivering on their service.2) Following the reservation, Zipcar separately billed my credit card an additional $119.35 without explanation. Upon calling customer service, the agent (*****) and her supervisor (****) were unable to provide an explanation for the charge yet they were also unwilling to reverse it. I have attached my credit card statement for reference on the charges.

      Business Response

      Date: 11/20/2024

      We have reached out to the member, verified the event was handled in accordance with the member contract, and as a result believe the matter to be settled.  

    • Initial Complaint

      Date:11/16/2024

      Type:Service or Repair 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.
      They unfairly kicked me off the program they said I owed a ticket I tried to pay them they never took the money from my bank, my bank told me so and so they kicked me out and said it was for good

      Business Response

      Date: 11/19/2024

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

      Customer Answer

      Date: 11/19/2024

      [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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ***** *********

    • Initial Complaint

      Date:11/11/2024

      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 rented a vehicle from this business on October 31, 2024 and November 2, 2024. The business claims that their cars are well-maintained, but that wasnt true for my experience. My first car was dirty and stained on the inside and reeked of cigarettes smoke which severely irritated my allergies. The business claims they dont allow smoking in their cars, which is clearly false and they made no effort to manage that, which can be a severe health issue for people with allergies to cigarette smoke. My second car had multiple warnings on the dashboard that included low battery, oil change needed, and low fluids. They claim that they keep their cars well maintenanced, but clearly that was not the case. They didnt provide a safe driving experience for me as guaranteed. I called customer service after picking up the second car and seeing all the dashboard warnings, but customer service offered me no support or no substitute vehicle. They merely said. well make note of this.Between the exposure to cigarette smoke in the first car and the maintenance issues with the second car, they were negligent both times and providing me a clean and safe experience as promised. I reached out to the company via phone, email, and chat but none of the customer service agents were willing to make my experience right. They refused to refund me any money. This company is negligent in maintaining the cars they rent out to ensure customers safety as promised. They also offer very poor customer service and are unwilling to resolve issues or issue refunds that are rightly deserved when they dont provide the experience they claim they do when customers sign up for the service.

      Business Response

      Date: 11/14/2024

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

    • Initial Complaint

      Date:11/04/2024

      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.
      Ive been a customer for a while now and I stay over in the ********* area. Since being a customer Ive noticed that there are a decrease in vehicle availability and unfortunately for me they are always booked I dont own a vehicle so using zip is useful to run quick errands with a 2 yr old.but I can never book one theres only about two vehicles there taken for the whole day or I would have to travel to pick one up and return itwhats the point of being a member?

      Business Response

      Date: 11/07/2024

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

    • Initial Complaint

      Date:11/03/2024

      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 rented a zipcar on Wednesday, 10/30 to travel from ******************* in *** to the ****************************** in *********, **. When I tried to arrange for another hour rental, my phone died. Zipcar locked the car. In the car were my two computers and my bookbag.I have tried endlessly since Wednesday night to retrieve my items. I am unable to do my course work!!! I was told the car has been since rented out and my things are in the "lost and found." They are mine and another week of class starts tomorrow. This is unconscionable treatment!!!The person who is supposed to be answering emails on this never does.I am asking for two new computers, my book bag, a replacement for all my course materials and compensation for any damage to my graduate school grades this will cause, not to mention compensation for the untold stress I have experienced for days while ZIPCAR***** continues to give me the run around.

      Business Response

      Date: 11/05/2024

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

      Customer Answer

      Date: 11/05/2024

      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. 

      [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
      I think this whole situation was handled unprofessionally. All of my personal property that was in the back seat of the zip car is missing and is being labeled irretrievable when an agent named **** at the Zip Car # told me it was in their lost and found. I need compensation for all of those items. 

      Zip car allowed me to look in the car. I asked where my things were.They said not recoverable.

      The only reason I got my computers back after four days of not being able to do my graduate work is because the person who rented the car after me( which is supposed to be thoroughly cleaned before being re-rented) found them in the trunk.

      There is no way I am satisfied, and I never told any one at ZipCar I was.

      I expect compensation for personal property, loss of work time at Columbia and the stress I have experienced since 10/30/24.

      Regards,

      Tavehon

       

       

      Business Response

      Date: 11/14/2024

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

      Customer Answer

      Date: 11/20/2024

      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. 

      The personal belongings I had in the back seat of the zip car are missing. They keep saying my belongings were returned. What I had in the trunk was returned by the person who rented the car next, not Zip Car. I need my things back or I need to be compensated for what Zip Car misplaced.



      Regards,

      Tavehon

       

       

      Business Response

      Date: 12/19/2024

      We reached out to the member, and after verifying the breach of contract, the issue being handled in accordance with the member contract, and the courtesy waiving of fees, we believe the issue to be resolved.  

    • Initial Complaint

      Date:11/03/2024

      Type:Customer Service 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.
      Zipcar cannot provide its service with any degree of reliability in *******, **********. On 3 occasions of 4, I have required calling Customer Support for my vehicle. On 2 of 3 occasions, users did not return the vehicle at the time they had listed, leading to Support trying to find me vehicles of a different type no closer than a ***** minute walk depending on ability. On 1 of 3 occasions, the car was improperly parked and could not be located leading to another attempt to have me walk ***** minutes.Zipcar has no reliable way to ensure users can use their service in a timely manner and poor, ineffective ways to try and counteract user dishonesty or error, and therefore does not provide the service they advertise, leading to customer's wasting money and being late for their appointments. Simply put, the system does not work as intended.

      Business Response

      Date: 11/06/2024

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

    Zipcar, Inc. is NOT a BBB Accredited Business.

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