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 Inc

  5856 NE Columbia Blvd Portland, OR 97218

• 

  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

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:08/26/2024

  Type:Sales and Advertising 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.

  Upon scheduling my use of Zipcar I was advised as usual that if I need to extend my trip past the three hours I reserved to do as I normally do an hour in advance of my originally scheduled time to return the vehicle I went to the Zipcar App and was blocked I contacted Zipcar and was told someone else had booked the vehicle for 12pm my return time upon becoming a member of Zipcar I had been told that you always have an option to extend a reservation as long as you call in an hour. I was then lied to and advised that my trip would be extended to 12:30 and it was not. Then I was advised that the corporate office was in ****** but if I need to file a complaint I had to call the complaint line in the **************. I was assured that if I wanted to extend my time I could as long as I called an hour before my original scheduled return which I have done in the past with no problems. It was if they were encouraging unsafe driving. I believe the scheduling error was done on Zipcar end and I should not be penalized also the Zipcar App was not letting me use it to end my ride nor take the required photographs I called Zipcar and they closed out my ride however the time they gave was 10 minutes or more after I had parked the vehicle. Originally Zipcar advised that they do not allow booking of a car currently in use by someone else until after that hour leeway time has passed and to add insult to the situation I called back to make sure the UK telephone was correct and the next representative advised there was no such number.

  Business Response

  Date: 08/29/2024

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

• Initial Complaint

  Date:08/25/2024

  Type:Sales and Advertising 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 went to pick up my car and it was not ready because it was late. I called and had to get a new car that was at the same garage.I had isssues with taking pictures of the vehicle then getting it set up and ready to drive. I arrive to drop off the car and the app is having issues, i'm not sure if it was connectivity issues or the app.Either way I had issues and figured it out, but i got charged a $50 late fee for this issue. I called customer service immediately after this and the first ****** hung up on me, so I called back and got two other people who were less than helpful. I spoke with **, ***** and ***** who said regargless of the issue with the app i should have called them before figuring out how to make the app close and closing the car. So now i have to be charged the fee for returning the car late. ***** even said well you cant be having too many issues because you are using the service.

  Business Response

  Date: 08/27/2024

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

• Initial Complaint

  Date:08/22/2024

  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.

  Certainly! Here's a 300-word email you could send to the Better Business Bureau (BBB) to report Complaint Against Zipcar Regarding Unresolved Parking Ticket Dispute Dear Better Business Bureau,I am writing to report an unresolved issue with Zipcar. On [06/29/2024 5:30pm - 06/30/2024 6:30pm], I rented a vehicle from Zipcar, only to find a parking ticket already placed on the car when I picked it up. The ticket was issued before my rental period began and at a location different from where I initially picked up the vehicle. This indicates that the ticket was the responsibility of the previous renter, not mine.I promptly contacted Zipcar via email to dispute the charge, explaining the situation and providing all necessary details, including the time of the ticket and the difference in location. Despite my clear and timely communication, I have yet to receive any response from Zipcar. As the issue remains unresolved, I am now concerned about being unfairly charged for a violation that I did not commit.I have made every reasonable effort to resolve this matter directly with Zipcar, but their lack of response has left me with no choice but to seek assistance from the BBB. I would greatly appreciate your help in mediating this dispute and ensuring that I am not held accountable for a ticket that is not my responsibility.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue promptly.Sincerely, [*********************************] *************]

  Business Response

  Date: 08/27/2024

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

• Initial Complaint

  Date:08/21/2024

  Type:Product 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 agreed to pay Zipcar a reasonable rate of about $104.69 for a one day car rental. But then I was charged $324.54 for the trip, which my bank flagged to me as fraudulent. Zipcar did an incredibly poor job of conveying the actual price of this trip ahead of time, and I had no idea that I would be charged three times what I agreed to based on mileage. Their initial summary of charges had the phrase "Trip costs may update if charges like tolls or violations are applied." That's it. No notice of how much additional mileage would add. I request a refund because this is deceptive and also an outrageous price for a single day of use; I easily could have found a different rental car for a much better cost but did not because Zipcar did not disclose their pricing when I booked.

  Business Response

  Date: 08/22/2024

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

  Customer Answer

  Date: 08/23/2024

  [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.]
  
  Thanks for your very helpful response. I appreciate it! 
  
  ***************************

• Initial Complaint

  Date:08/21/2024

  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.

  Hi there,I have been receiving recurring charges from Zipcar Boston for the last several years, despite submitting a cancellation request before COVID. I just realized I have still been charged the monthly membership fee despite this. Since I am just now catching this, I am not requesting a refund but instead just want to ensure my membership is fully canceled so I am no longer charged. I attempted to access my account online, but it does not seem to be tied to any of my email addresses. I believe it should be tied to my phone number ************** or my address when i lived in ****** which is ************************************. I can also provide the credit card number being charged if that is helpful. I have attempted to call this business several times, but I am just on hold and then the call continuously disconnects me before I reach anyone. Thank you for your assistance with this matter, and please let me know if you need any additional information. ***********

  Business Response

  Date: 08/22/2024

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

• Initial Complaint

  Date:08/16/2024

  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 15, 2024, I reserved a Zipcar for the next 24 hours online. Their website map showed a car as the closest one to me, which was misleading. As the pick-up time approached, I opened the app and saw that the location was 45 mins away from me so used the EDIT bottom to locate a car near me. I picked the car that was closest to me and confirmed the pick-up location. The app changed my reservation time without my acknowledgement and reduced it to one hour for a 24 hour trip that I already paid for in advance. The system locked me out of the car two hours after pick-up. As a first time user, I contacted their customer support center about this issue. The agent was extremely rude and kept blaming me for not able to use their system. She told me that I had to pay additional fees to drive the car back to its original location while threatening me with additional fees if I didn't do that. I asked for her supervisor for which she said that "no one is available right now and they will get back to me in 24 hrs." I told her that I'm locked out of the car in the middle of city due to Zipcar's app malfunction. She didn't seem to care. Only after my insistence to speak with someone in the ** that she connected me with a supervisor. The supervisor took a chastising tone, telling me that it was my fault for not knowing how to use their system. He charged me for the full 24-hrs while saying that he's doing me a favor by extending an hour to the rental one so I can drive the car back to its pick-up location. The condescending way that the supervisor spoke was so disrespectful to the customers. Moreover, the car that I picked up was covered in bird p*** The interior had a cigarette smell, along with completely stained upholstery. It was disgusting. To make it matter worse, one of the back seat belts was broken causing the car's warning light to stay on during the entire driving experience.

  Business Response

  Date: 08/21/2024

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

  Customer Answer

  Date: 08/21/2024

  [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:08/16/2024

  Type:Order 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.

  Zipcar will not allow me to cancel my membership until I pay them an extra $59.03. I've already paid for the ride; their system was glitching the entire trip. I was on-hold with support during the trip after the car shut off for over an hour. I just want to cancel my membership without paying bogus extra fees.

  Business Response

  Date: 08/21/2024

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

  Customer Answer

  Date: 08/21/2024

  [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:08/14/2024

  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.

  Zipcar incident on 08/10/2024-08/11/2024. I rented one of their vehicles. I paid in advance. During the evening, when returning to the car to get personal belongings, my family member and I noticed roaches in the vehicle at 12:01 am when entering the vehicle to grab belongings. At first, we saw just one; then after turning on the lights in the vehicle, we saw many roaches coming out of the seats and vents in the vehicle. This prompted us to cancel our hotel stay and promptly return the vehicle to its ************ location. Our main concern was having insects on our clothing and luggage. We Called and spoke with the agent at 1:45 am on 08/11/2024; as we got closer to the home location. The agent, who was very rude, requested that I call back when the vehicle was at the home location.I promptly called back at 2 am and was placed on hold for over 30 minutes.I once again attempted a call back at 2:35 am and requested a call back option, to which no one responded.I attempted to call several other times all the way through 12:45 pm 08/11/2024 when I emailed chat support for help, and **** only offered a 30-minute credit despite having 17 hours of reservation left at the time of the trip end. At 12:52 pm 08/11/2024, I called back into Zipcar support and requested to speak with a manager. The representative, ***, said his manager was on other calls and could not speak with me. They asked that I give 30 minutes for a callback. At 1:09 pm 08/11/2024, **** returned to chat, offering to refund for only 16 hours of unused time - I accepted with the acknowledgment that Ill be waiting to speak with a manager to request the remaining hours to be refunded. I never received a call back from the supervisor until 10 AM on Wednesday, August 14th, a full three days from when I was originally promised a callback. I answered the call, but the manager could not "hear" me and promptly hung up. I attempted to call back the customer service line to no avail.

  Business Response

  Date: 08/21/2024

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

• Initial Complaint

  Date:08/14/2024

  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 AM A ZIPCAR MEMBER SINCE 2009. I WOULD KINDLY APPRECIATE MY DRIVING CREDIT of $50.00 THAT WAS TAKEN OUT DUE TO A CLICHE IN THE ZIPCAR SYSTEM TO BE REPLACED . DUE TO AND AS OF ME MAKING AN ADJUSTMENT ON MY ZIPCAR ACCOUNT ONLINE ON 8/7/2024. I WAS AGAIN CHARGE TWICE MY CREDIT CARD AND DRIVING CREDIT WAS CHARGED $43.02 AND MY DRIVING CREDIT OF $50.00 7/13/2024 WAS AGAIN TAKE OUT EVERYTHING TOTALED PREVIOUS AND NEW CHARGES TOTALED $173.22. I DID NOT CANCELLED/ SHORTENED THE TRIP I MOVED MY TRIP DOWN AND THE SYSTEM CHARGED MY ZIPCAR ACCOUNT THERE WAS A TICKET OPENED AND SOLVED FOR THE REIMBURSEMENT REFUNDED OF $43.02 ON CASE#********. I AM STILL WAITING FOR THE RETURNED AND REPOSTING OF THE DRIVING CREDIT OF $50.00 SINCE THERE WAS $ 8.98 DRIVING CREDIT WHICH IS NO LONGER AVAILABLE ON ACCOUNT TO TOTAL $50.00 IN DRIVING CREDIT TO BE REINSTATED. I HAVE PLACED NUMEROUS CALLS TO THE ZIPCAR BUSINESS SPOKE TO MANY SUPPORT AGENTS WHO ARE NOT TRAINED IN CONFLICT RESOLUTIONS BUT ARE CONTINUALLY RE-NARRATING A TOTAL DIFFERENT ACCOUNT OF THE ISSUE AND MATTER, DIVERTING AND DECEIVING PRACTICES AS TO THE REASON ON WHY THE COMPUTER SYSTEM MADE AND ERROR. REFUSING TO ADDRESS THE ISSUES AND RESOLVED IT BY RETURNING/REISSUING THE ACCOUNT OF THE JULY 13, 2024 CREDIT OF $50.00. MOST OF THE ** REPRESENTATIVE USES REVERSE PSYCHOLOGY IN THE ARE OF REMOVING THE PROBLEM FROM ZIPCAR AND REDIRECTING THE CAUSE OF THE PROBLEM AS IF I WAS THE PERSON WHO MADE IT AND SO DEFLECTING FROM PROVIDING A CORRECT RESPONSE OR A RESOLUTION TO THE PROBLEM THAT BEGAN WITH THERE ALGORITHM (ZIPCAR SYSTEM ERROR)

  Business Response

  Date: 08/19/2024

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

• Initial Complaint

  Date:08/10/2024

  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.

  Complaint Summary:I am filing this complaint due to negligence, poor customer service, and unresolved issues with Zipcar on both my personal and **** accounts between August 5-9, 2024. These incidents caused significant distress, inconvenience, and safety risks.Details of the Complaint:Incident 1: Personal Account (August *****. Bad Brakes: - I was assigned a Zipcar with squeaky brakes. Despite my concerns, the agent, ****, advised me to keep driving. After finding no replacement, I returned to the original car. It later locked, trapping children inside for over an hour in extreme heat. Zipcar promised to remove the lockout charge but didnt. The brakes slipped the next day, nearly causing an accident. No apology or resolution was offered. I also request the removal of a $28 charge. Incident 2: **** Account (August *****. **Vomit Incident and Cleaning: - A passenger vomited in the car. Zipcar instructed me to clean the vehicle, which took 5 hours due to delays. Despite following instructions, I was charged $219 for a late return. The car later stalled and locked with my dog inside. *****, a rep, refused to unlock it, causing distress. I eventually retrieved my dog with the help of a passerby, but the charges remain.### Desired Outcome:I request the following:1. **Refund of $219** for unjust charges on my **** account.2. **Compensation totaling $834** for time, costs, and emotional distress: - $125 for time at the car wash. - $145 for interior detailing. - $45 for an **** ride. - $300 for emotional distress from both incidents.3. **Removal of $28 charge** on my personal account.4. **Additional free time and concierge support** for future use.5. **Formal apology** and assurance that Zipcar will address these issues.6. **Review of calls and actions** by the representatives involved to ensure accountability.These incidents caused significant inconvenience and safety risks. I trust the BBB will help resolve this matter promptly.

  Business Response

  Date: 08/19/2024

  We have reached out to the member and verified that the account was handled in accordance with the member contract.  We are working with this closed member to resolve the issue.