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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.

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    • Zipcar, Inc.

      35 Thomson Pl Boston, MA 02210-1202

    • Zipcar

      205 - 147 Spadina Avenue Toronto, ON M5V 2L7

    • Zipcar, Inc.

      Multiple addresses Atlanta, GA 30324

    • ZipCar

      1120 N Charles St Baltimore, MD 21201

    • Zipcar

      191 2nd St San Francisco, CA 94105

    Customer Complaints Summary

    • 641 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/02/2024

      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.
      To Whom It May Concern,I am writing to formally lodge a complaint regarding a highly unsatisfactory experience with Zipcar on 11/2/2024. I rented a vehicle for a trip to ****** from 4:00 PM to 7:00 PM. However, what should have been a routine car rental turned into a distressing ordeal due to Zipcars poor customer service and vehicle ************** approximately 6:30 PM, when I attempted to return from my trip, the car's battery was dead. I promptly contacted Zipcar's customer service and waited for 10 to 20 minutes before reaching an agent. I was informed that roadside assistance would be dispatched. Despite being assured of help, the roadside assistance only arrived after an agonizing two and a half hours, during which I waited in the cold, late at night. During this time, customer service advised me to stay in the vehicle, leaving me unable to find an alternative solution.Additionally, I had purchased frozen food items from ******, which were spoiled due to the excessive wait time. When the roadside assistance team finally arrived, they were unable to fix the issue. I called Zipcar again, and was informed that I should arrange an **** ride back home. However, Zipcars offer to reimburse only the cost difference between the car rental and the **** fare was unsatisfactory.Throughout this ordeal, I had to repeatedly call Zipcars customer service, navigating multiple layers of representatives and enduring long wait times to avoid being charged extra for extending the rental period, as the car was reserved by another user after me. Despite all the delays, inconvenience, and financial losses I incurredincluding wasted food, time, and moneyI have not received any meaningful compensation from Zipcar.Given these circumstances, I am requesting a full refund for the rental and appropriate compensation for the inconvenience and losses I endured.Thank you for your attention to this complaint.Sincerely,Tianyi Su

      Business Response

      Date: 11/07/2024

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

    • Initial Complaint

      Date:11/01/2024

      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 am writing to report a deeply frustrating experience with Zipcar. I paid $99.23 for a one-year membership and a $27.56 application fee on June 6, 2024. After only three or four rides, my account was abruptly terminated on September 16, 2024, due to unspecified security concerns under Section 8.2 of the Membership Contract. Zipcar has failed to provide any clarification, despite my repeated inquiries via phone and emails sent on September 16, September 30, and October 9, 2024. Its now November 1, and I have received no response whatsoever.This behavior feels both unfair and predatory. Zipcars decision to retain my payment without any explanation leaves me without the service I paid for and no recourse. Im asking for:1.Explanation: A clear reason for the account ********************: A prorated refund of my membership fee from the termination date.Zipcars silence has been unacceptable. I hope the BBB can assist in ensuring Zipcar addresses this situation fairly and promptly.Thank you,****** *********

      Business Response

      Date: 11/05/2024

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

    • Initial Complaint

      Date:11/01/2024

      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.
      Zipcar charged me $622.96 on October 17th and told me/bank supervisor that they have no records of their system charging me the amount.On October 31st, I asked a representative over the phone if they could change my reservation hours since the system took an hour away from my rental. All rentals are base on a 24 hour, which we **** drivers pay per day. The agent canceled my reservation and then charged me for a new reservation when I only asked to change the hours as they suppose to be, per 24 hour rental. This agreement is a breach of contract from Zipcars **** program and they have yet to add the hour I lost from their system. I want my money back from October 17th and the refund for the canceled Reservation that I did not ask to be charged anything, just add the hour they took from me.

      Business Response

      Date: 11/20/2024

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

    • Initial Complaint

      Date:10/29/2024

      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.
      Date of transaction: Oct 12 2024 Paid the Zipcar = $252.83, **** = $17.91 Zipcar committed to provide a hire care to be available for me on Oct 12th 2024 from 9am to 11pm.The dispute: I am seeking monetary compensation for the car booked and the extra money and time spent by myself and family in securing an alternate travel at the fault of zipcar failing to advise me in advance that the car I had reserved in advance would not be available. The details: When I and family (including a small child) arrived at ********************************************************************************* the car was not there. After plus 50 mins on the phone with zipcar **** I was informed the car was put in for a service maintenance and apologise for not informing me earlier. The *** then tried to rebook an alternate car in a different location NYCHA ************** - ************************. After securing an **** to collect the alternate car, I was advised that alternate car is no longer available and I was to make my was to 2nd alternate location. Now making my way to the 2nd alternate location ************************************ to collect a car that was dirty and smelt of smoke. I wont bore you with the details but the day ended up a complete disaster. The planned family trip to an apple orchard in ********** never happened as we arrived 3 mins before closing due to the zipcar delays and heavy traffic which had built up. Upon return of the car I spent another 30 mins on the phone with another zipcar *** as the dedicated space to park the car was not available. I was able to return to the car to a new location and returned home in an uber.After speaking with a total of 4 ***s that day, I was offered a 30 min and 60 min extra time coupon for that car hire. After writing and explaining in detail I was offered a 60 min driving credit to my account for the inconvenience caused. I advise in the letter this was unacceptable given the high levels of frustrations, time and extra expense I incurred Oct 12th 2024.

      Business Response

      Date: 10/31/2024

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

    • Initial Complaint

      Date:10/28/2024

      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.
      Zipcar has been charging me since 2022. I DO NOT WALK NONETHELESS DIRVE. EVERYTIME Ive called them, they claim there is no supervisor. Then I tried to reapply to see if I would get a response. They took my money again and claim they cannot give me an account because of my driving record. However, my driving record is absolutely clean since I havent driven in years. When I called again and again and again, I am continuously told that there is nothing they could do from their offices. I want ALL MY MONEY FROM 2022 until TODAY!

      Business Response

      Date: 10/31/2024

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

    • Initial Complaint

      Date:10/26/2024

      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.
      Zipcar driver hit my car and broke bike rack attached to my car. Filed a complaint via email. No response. Called three times asking for claim protocol and timeline. No help. Told to email for responses. Emailed two additional times asking for protocol and timeline in resolving 'case.' No response.

      Business Response

      Date: 10/31/2024

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

      Customer Answer

      Date: 11/04/2024

      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

      Regards,

      *******

      The customer service decided to respond to my public, BBB grievance with a bonkers email. Not only did they provide the exact, boilerplate response, which is entirely unhelpful, they even created a whole new ticket # (*********) instead of actually reading the response with my original ticket # (14256322).

      I have been told every step of the way that I can email correspondence instead of waiting on hold to speak with a human for over an hour (time which I do not have). I have emailed Zipcar repeatedly to no avail - no response other than to call your claims co - ********. So, no, in fact, emailing will get you nowhere!

      NO ONE at "Sedgwick" knows anything and repeatedly offers advice to WAIT. I am tired of waiting with no updates; I cannot use my bike rack as a result of your driver and this is affecting my life. 
      I will be reporting your company to the attorney general of Massachusetts next to see what action can be taken on this abysmal company and their complete lack of accountability.

       

      Business Response

      Date: 11/14/2024

      We are actively working with the member and our third-party claims processor to resolve the issue.  

    • Initial Complaint

      Date:10/24/2024

      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.
      Today, 10/24/24, I reserved a Zipcar from 4:30pm to 6pm. I picked up the car from the ********************** in ***********, **, ran some errands, and returned the car to the garage about half an hour early! But I got a late ******************************* customer service told me, when I chatted with them, that the system showed the car still being driven at the end of my reservation. I had parked it in the exact spot I picked it up from around 5:30. I used the cars parking card to get into & out of the garage, so there should be a record of when that happened. I chatted with customer service via the ********************** ********** refused to refund the false late charge.

      Business Response

      Date: 10/31/2024

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

      Customer Answer

      Date: 11/11/2024

      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:10/21/2024

      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.
      Subject: Formal Complaint Against Zipcar for Health Hazards and Inadequate Refund To Whom It May Concern at the Better Business Bureau,I am filing a complaint against Zipcar due to a serious safety issue and their inadequate resolution.Complainant Information:Name: Bahacan Aktas Zipcar Account Email: ******************* Date of Incident: October 6, 2024 Business Name: Zipcar, Inc.Complaint Details:On October 6, 2024, I reserved a ****** Corolla (Plate #**DYVY) at Zipcar's Medley location from 9:00 AM to 9:00 PM. Upon entering the vehicle, I found human vomit and an unbearable smell, making it unsafe, especially since I had my 17-month-old child, and pregnant wifewith me. This was an unacceptable health hazard.I immediately contacted Zipcar support and asked for a replacement vehicle. However, they couldnt guarantee that a replacement would be clean. I had no choice but to use the unsanitary ********** the end of the trip, I requested a full refund, but was only offered $20. This is grossly inadequate given the distress and health risks my family endured.Desired Outcome:I request a full refund of the reservation cost. This is necessary given the safety risks to my pregnant wife, child, and unborn baby. Ive attached photos of the vomit, the invoice, and reservation details.If this issue is not resolved with a full refund, I will escalate my complaint to the ************************************************ (****), the New York State Attorney General (******), and the ************************ (***).I look forward to a prompt resolution.Sincerely,Bahacan

      Business Response

      Date: 10/24/2024

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

      Customer Answer

      Date: 10/25/2024

      [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,

      Bahacan Aktas

    • Initial Complaint

      Date:10/19/2024

      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 rented a zipcar three years ago and was signed up for an annual membership without my knowledge. Despite closing the account, I have been receiving an annual charge for a zipcar membership each year. I have spoken with customer service and they have confirmed that there is no account linked to my name or the card, yet it is still being charged. I have given intent in the past not to renew, and therefore what Zipcar is doing by renewing is illegal for a service I do not use and have not used in three years. I was charged for the service again on 06/19/2024.

      Business Response

      Date: 10/24/2024

      We have reached out to the complainant as we are unable to locate them in our system.  We have not heard back and as a result we are closing this ticket.  

    • Initial Complaint

      Date:10/18/2024

      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.
      On 10/12 I rented a Zipcar to drive to an event. Halfway there I was pulled over by the police. The car was rented out with stolen plates. I was held for over an hour for "driving stolen property". When I opened the glove compartment to check for registration it was full of parking tickets, which escalated the situation with law enforcement. They were armed and it was a dangerous situation. Someone could have been hurt. I also never made it to the event. The police investigated and determined that the car had been towed in 2023. Zipcar reported it stolen and never cleared the report when the car was found. They were aware of the problem and rented the car out anyway. As of this date the car still shows up on Zipcar's app and they are allowing it to be rented. All attempts to get a refund (of only $155) were met with the Zipcar firewall as their representatives are not allowed to issue full refunds, only for "time unused". It's completely reasonable given the circumstances to want a refund for all charges for this trip and Zipcar needs to resolve the issue or take the car off the road.

      Business Response

      Date: 10/24/2024

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

    Zipcar, Inc. is NOT a BBB Accredited Business.

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