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

  205 - 147 Spadina Avenue Toronto, ON M5V 2L7

• 

  Zipcar

  429 Forbes Ave Ste 1606 Pittsburgh, PA 15219

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:10/05/2024

  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.

  Car not available that I urgently needed for 10/5. Reservation was made 10/2. No email or phone notification it was not going to be available only saw info in app when attempting to access car. I asked for a 50% discount on next reservation I just made for 10/6 but agent told me there are no discounts. Please give me refund for rental I will be making on 10/6. I am increasingly getting nervous your company wont be around much longer. The car that used to be close to me has not been replaced in 2 months. Shoddy maint issues on multiple cars I have rented this year.

  Business Response

  Date: 10/10/2024

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

• Initial Complaint

  Date:09/27/2024

  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.

  I was removed From their account because I asked for a refund due to the loss of me using my membership so I asked for a refund and I was totally removed because of it

  Business Response

  Date: 10/03/2024

  We are actively discussing this issue with the member.  

• Initial Complaint

  Date:09/20/2024

  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.

  Today, on September 20th, I started a process of potentially joining Zipcar - they advertise their membership as $9 per month - the 1st month being free to join. I followed steps and added my DL picture, a selfie and my credit card information. On last page, I was asked to pay $25 admin fee, which I didn't want to do so I closed the page. I did not click confirm. A minute later I received a text message from my bank that Zipcar withdrew $25 from my credit card! I immediately called Zipcar - to my utter disbelief, not only did they take $25 without permission, they also collected all of my information without my permission! It's been 40 mins and I haven't even received an email from Zipcar to confirm that they did the above! If my bank didn't notify me, I would be none the wiser.While on the phone with Zipcar, the female representative told me it might take 7-10 business days for the refund, which is a joke that those companies think they can get away with stealing money, even if for a few days. If I stole a stranger's money without their permission and told them I would give it back in a week or so, I would be arrested anyway! I asked them to remove my data while on the phone, the female representative on the phone said she will do it, to which I responded I will wait on the phone until it is done. When she said she has deleted my data, I asked for an email confirming the refund and my data removal, and she said that's not possible. I asked again, and she hang up on me. Shame on you Zipcar!

  Business Response

  Date: 09/26/2024

  We have reached out to the member, confirmed no funds were taken from the account, and believe the matter to be resolved. 

  Customer Answer

  Date: 09/29/2024

  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. 

  Zipcars response is generic and disrespectful. I do not care what excuse you are trying to use to justify your illegal behaviour. The amount was pending for one week, and eventually it was cleared and not charged, however, that does not change the fact that you accessed my bank account without my consent. In addition to gaining access to my credit card account, without my permission, you have also collected all my data, also without my consent. This is highly personal data! I have not joined Zipcar, I only considered it. That is not consent! I want you to remove all my data now, not in 6 months. I do not want you to use my data nor sell my data, and I want this in writing or I will not rest. By way of this experience, I learnt that you have done this to hundred if not thousands of others. This is very predatory behaviour that must be stopped. 
  
  Regards,

  Stella

   

   

  Business Response

  Date: 10/03/2024

  We have reached back out to the member, verified no funds were charged and verified all data was deleted as requested.  Having received no reply, we believe the matter to be resolved.  

  Customer Answer

  Date: 10/07/2024

  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 # ********.

  Hi,
  Apologies for the delayed response, Ive been dealing with really bad food poisoning.
  
  What guarantees do I have that you have removed all of my data? While I was on the phone with you representatives, they told me it will **** * months to remove my data. What has changed? 
  
  Also, how are you going to change your ways so customers are not affected by your, rather predatory, ways? 
  
  You have wasted an incredible amount of my time.
  

  Regards,

  Stella

   

   

• Initial Complaint

  Date:09/15/2024

  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.

  Hello This will be my 9th attempt to get my money back from Zipcar. Below are all the charges on my bank card in an attached PDF. They keep asking me what my account info is at **********************. For the 9th time, I never had an account at ********************** or ever rented a car at Zipcar. A 17 year old boy was able to rent a car from you starting February 18th thru April 6th incurring 56 seperate charges, totaling $4273.32. He opened an account under these two names ****** ********* and ************. I did not open up an account or illegally rent a car to a 17 year old criminal, you did.The only info you need from me is my bank card you need to be refunding in the full amount of $4273.32. The original card they used to rent these cars was a **** under ***** ***** DBAAtlantic Sharks #******************* exp 10/25 code 880

  Business Response

  Date: 09/24/2024

  We are actively working with the member to resolve the issue 

• Initial Complaint

  Date:09/14/2024

  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.

  Hello, I paid $124.91 on September 14, 2024 to rent one of their CRVs under the **** partnership program. I was to be provided a car that would link to my **** account for me to drive once I shut into the car. It did not link to my **** account and I was not able to start my **** app to take rise with the vehicle Although this vehicle among many others were listed as available on Zipcar app. After waiting 20 minutes on hold to speak to someone, I was met with an agent who told me that the car was not showing up as being able to be used with the **** app. The agent went back on hold to find a vehicle available and proceeded to tell me that none of the nearby vehicles were available despite when I looked at the Zipcar app it showed many vehicles available. I was told that they would cancel the reservation and give me a refund however, they are blatantly advertising and creating a severe inconvenience for people They are listing cars with the **** program that arent, Charging people lots of money offer them to not have the service available and having to wait many days for that money back. I only had $35 left in my bank account thank God because Id be stranded and put danger.

  Business Response

  Date: 09/17/2024

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

• Initial Complaint

  Date:09/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This was my first time renting with zipcar. I returned to the vehicle drop off location a minute before the deadline and was surprised that the valet of the private garage put me on hold until a specific spot became available. The delay because of the garage caused me not turn off the vehicle until 9 mins after the due time and i was charged a late fee. This is predatory unacceptable behavior and I am shocked how much theyve left a sour taste in my mouth from the very first experience with them.

  Business Response

  Date: 09/11/2024

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

  Customer Answer

  Date: 09/11/2024

  [
  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:09/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Zipcar membership. They are a car rental company, with cards located conveniently throughout a city rather than a more traditional car rental agency. They occasionally have a discount offer for trips of 6+ hours. I happened to need a car for this Friday, Sept 6 and so I went on the app to book. The promo email indicated, as sometimes is the case, that the $10 discount for a 6-hopur trip would be applied automatically. When I got to the confirmation page just before placing the reservation, the discount was not present. I called Zipcar and the person asked me to send her a screenshot of the promo email and also I sent the screenshot of my nearly completed reservation which I did and they are attached here as well. Then she said she would need to refer this to an "expert team" and it would take 3-5 business days. I said I need the car this Friday, why can they not simply give me the credit, and she just repeated herself and hung up on me. So then I went into the app chat with the same complaint. And that person too said it had to go to an "expert team." No one offered a credit for $10. That is all it would take. And I have now wasted a substantial part of my park day over this.

  Business Response

  Date: 09/05/2024

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

  Customer Answer

  Date: 09/05/2024

  [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:09/02/2024

  Type:Customer Service 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.

  Issue Summary:On September 2, 2024, I experienced a flat tire with my rented Zipcar north of ****** at 4:30 PM. I promptly called Zipcar, and they initially agreed to arrange roadside assistance. However, 30 minutes later, the assistance provider canceled the service online. Despite four attempts to contact the provider, I couldnt reach them again.Efforts to Resolve:I called Zipcar four more times and reached out on ******* over the course of 1.5 hours, but they failed to contact the roadside service again, leaving me stranded by the highway. For each call, the waiting time exceeded ***** minutes. Fortunately, a passerby eventually helped me install the spare tire at 6:30 PM.Post-Incident Follow-Up:After returning home, I reported the flat tire to Zipcar to ensure it wouldnt affect the next user. Surprisingly, their customer service accused me of not contacting them initially and of "unauthorized tire replacement," completely ignoring their failure to provide the promised roadside assistance. All calls were recorded by zipcar.

  Business Response

  Date: 09/04/2024

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

• Initial Complaint

  Date:09/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 August 12th ***** I rented a car from Zipcar for 24 hours , from 3 PM on the 12th to be returned on the 13th at 3PM. When I picked up the car it was horrible , fast food trash and outside of car needed washing. I called Zipcar and was given another car. This car I had trouble unlocking through the app. After about 20 min trying to unlock the car Zipcar unlocked it from their end. I leave in the car go and home and can't secure the car ( lock it ) cause it's still not working through the app, After about 20 min I go to leave and the car won't start, I keep trying and it finally starts . I get to my destination can't lock car again. I go in come out car won't start then a light flashes on and off that the battery in the remote is going out. I called Zipcar and they told me to return the car for another one. I asked them to see if they could start the car on their end and was told no. After about 15 I got it to start. I took it back to where I got it called Zip and told them I was just returning the car and requested a refund. I was told that it was being escalated and I would be notified by email in 5 business days which didn't happen. I have called everyday since then and keep getting the run around . I have been on hold and suddenly the call drops. . On one call I asked for a supervisor and was told they were on another call and would call me back and that didn't happen. I would like help in getting a full refund thanks.

  Business Response

  Date: 09/04/2024

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

  Customer Answer

  Date: 09/05/2024

  [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:08/29/2024

  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 using this rideshare app and they completely charged a different card that was not on my account and they have had very nasty attitudes for simply resolving the problem. And this is a major company who outsources their operators and is not even giving a good representation of what Zipcar should be.

  Business Response

  Date: 09/05/2024

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

  Customer Answer

  Date: 09/06/2024

  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. 
  

  I completely do not accept this remedy or what was supposed to be a remedy. This is my 2nd time having a Zipcar account for the reasons of disrespect and no accountability. A 25$ driving credit does not fix 1. Agents being sourced further away so that Zipcar may cut costs, resulting in problems NEVER getting solved. No accountability. Why would they care? Ive been hung up on 5 times in one sitting calling Zipcar. This is idiocy. 2. I CLEARLY was vocal about the charge on a card thats actually STILL getting charged till this day, and its not on the account. The agents are disrespectful and nasty when youre explaining the situation and never have a solution. I genuinely feel as though this company needs a DEEP renewal. Also, this needs to be addressed. My account was suspended while I was still in the car so I was not able extend it and avoid the late fee. That has to be calculated and planned because I did nothing wrong to be suspended. My only remedy for this is a full trip refund and closing my account. I feel so strongly about never being with this company again. The last time I was with them I was charged 180$ 3 times for a car I was never sitting in. As a person who works hard for their money and who doesnt have much of it, this is ridiculous and unnecessary and stressful. 

  
  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: 09/12/2024

  We have reached out again at the email of record, explained that the trip was charged in keeping with the member contract, and having not heard back at all from the member, believe the matter to be resolved.