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:08/09/2024

  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.

  I booked a trip on August 5 with ***** and ended the trip 10 minutes late and was charged the 10 extra minutes AND a penalty of $50. What was originally supposed to be an $18.56 trip turned out to be billed at $85.15 for 10 minutes.I called customer service (after ********** on hold) and was asked why I returned the vehicle late. I explained there are often issues like diverted traffic patterns, trash trucks, construction, etc. in major cities. And the Vice President of the United States was in town for a rally that day. The Zipcar *** shamed me for a past late return on the account and also asked why I didn't call customer service to advise I was running late. I wasn't aware that 10 minutes or less required a call - especially when a customer did not have the car booked immediately after me. Since I waited on hold for 20 minutes to speak to a ***resentative, would it even have made a difference?I asked to speak to a supervisor and was told his direct supervisor was out of the office and he other supervisors have calls and meetings, but I would get a call back by EOD. I never received a call.I've been a Zipcar member for several years. It's disheartening to see the service deteriorate over the years, paying more and getting less, and all customer service outsourced to individuals who see the world in black and white.I understand a penalty for late returns if other customers are impacted. However, in this instance, the only customer impacted by this late return was me!I opened a support ticket on Aug. 8 and received a boilerplate ***ly from ***** today. It is disheartening that Zipcar customer service ***resentatives are trained to be inflexible and instead hedge their bets that the penalty fees are inconsequential enough that most customers will give up and pay.

  Business Response

  Date: 08/14/2024

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

• Initial Complaint

  Date:08/09/2024

  Type:Billing 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 rented a car from Zipcar on February 26, 2024. Long story short, I didn't return it when expected and my account was subsequently deactivated. I'm trying to settle the balance but am unable to through Zipcar's website because my account was deactivated. When I attempt to log into the account, a message populates (I've attached the message in Figure A). Zipcar's customer service reps. keep instructing me to log into the account through the website, meanwhile the website is instructing me to call them for support! Additionally, the reason I rented the vehicle is because I was involved in a domestic violence incident on February 18th, 2024 so the rental car expense is eligible for relocation assistance from the Texas ************************* under their Crime Victim's Compensation program. However, in order for the ************************* to disburse payment, I need an invoice/itemized bill from Zipcar outlining the rental dates and associated charges. I have a trip summary from Zipcar that contradicts the final balance quoted and an overdue balance statement (Figures B and C). Zipcar reps. quoted another amount, approximately $755.00, as my overall debt owed.Please assist me in this. That's all I need: a bill so I can receive assistance from the attorney general to pay Zipcar and a way to exchange money to settle the debt. Zipcar reps. say the only way I can pay is online on a platform I can't access for a bill I haven't received.

  Business Response

  Date: 08/14/2024

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

  Customer Answer

  Date: 08/14/2024

  [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:08/09/2024

  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.

  On 08/07/24 I applied for a zipcar membership. I was immediately charged an application fee of $25 and a service fee of $3.89. Almost simultaneously, my application was rejected with an automated email saying either my license or driving record did not meet eligibility requirements. Although I had already done so, I re-reviewed the requirements as well as my official, DMV issued MVR and found that I met all the outlined requirements and could not figure out what would cause the rejection. Two days and 7 Zipcar customer service agents later, I am no closer to finding out. Agents "aren't able to see that information" and, as I was informed, supervisors don't have to talk to me because I'm not a member. My email inquiries have gone unanswered and social media messages have redirected me to customer service, as they can only help with active rentals. I've been given the runaround at every turn.They have, however, prompted me via automated message to reapply. 4 separate times. Each reattempt will cost another application fee, of course. Smells a whole lot like my initial rejection is a scam to rack up on app fees. if they cannot tell me why my application was rejected nor provide even a modicum of customer service, they have no business applying fees.

  Business Response

  Date: 08/14/2024

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

• Initial Complaint

  Date:08/07/2024

  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 was charged for car insurance payments by zip car on dates that I have not rented cars. I called to complain and be refunded and the customer service person hung up the phone. As the charges were fraudulent I called my bank to reverse the charges and zip car canceled my membership. I called them to speak about the matter and they told me they only answer complaints via email, and that they would respond within 24 hours. I have emailed multiple times and heard nothing for 2 weeks. I called multiple times and was told I would receive calls back from management and got nothing. Additonally in months past I have arrived at cars that I rented and found the cars to be a different size/make/model, locked and unable to open for hours, and not there at all. During all of these occasions, I was never compensated financially, and never given the right car that would actually get me to work on time. Additionally they have even tried charging me for getting a ticket, which I got for returning a car to their garage as their garage is located on a street that only busses are allowed. I had to fight them to pay the ticket themselves and refund a $50 service fee. I am not the only person in my community with the same issues, you can see what an unethical buisness zip car is on Reddit forums, social media, etc.

  Business Response

  Date: 08/12/2024

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

• Initial Complaint

  Date:08/02/2024

  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 June 23rd 2024 I rented a zip car for ******. While using the car the car stalled and was no longer drivable. After waiting several hours to allow Zipcar to have the car fixed , it was determined by Zip car that the car no longer works and I would have to find another means of transportation home. I was 36 miles away from home and the zip location where the car was rented. I subsequently paid for a Lyft which cost *****. Per the company policy I was to be refunded for the cost of the rental and the payment for the cab ride home. This refund was to be made within 10 days. I have called everyday since the 10th day and still Non one is able to tell me when my refund will be provided or speak to someone in the department that handles what they call and escalation. There are also times when Im Placed on hold for an hour or more or hung up on.

  Business Response

  Date: 08/06/2024

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

• Initial Complaint

  Date:08/01/2024

  Type:Sales and Advertising 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 am requesting Zipcar issue me a refund of $99.23 My annual membership was renewed July 9, 2024 and I was charged $99.23. I have decided to cancel my membership within the 30 days grace ****** to receive a full refund. After renting Zipcars this membership cycle in DC and none of them comply with what was described on their website, I no longer feel safe renting Zipcars and requesting a full refund and to cancel my membership. 1st car rented on 7/15 had exterior damage, less than a 1/3 tank of gas and interior was dirty. Not to mention spend about 10 mins. sending pictures that was deducted from my rental time;2nd car rented on 7/22 had exterior damage, interior needed vacuum, and due to the flat tire warning I had to leave this car at my destination for Zipcar to pick up ( I was still charged) Last straw was 7/29 The car hazards lights would not go off despite assistance with Zipcar customer service agent. The agent and I tried everything, and the lights would not go off. The ******** Service agent decided to find me another car, but this time the car was 15 mins. away. So, I bolted to the new location as it started to rain to only find this car with exterior damage and interior looked like it hadn't been cleaned in months. It was terrible! pet hair everywhere; I had to refuse the rental and cancel my plans. Due to these experiences, of not being able to have a safe reliable Zipcar, I am requesting to cancel my membership and issue me a full refund.

  Business Response

  Date: 08/05/2024

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

  Customer Answer

  Date: 08/06/2024

  [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:08/01/2024

  Type:Order 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 reapplied for membership May 16 2024 as thats the policy. It states a 25 dollar fee will be taken which is a new policy. I was already a member for 7 years. They denied my application. They do not state why your application is denied they direct you to the help center on the website which does not explain anything besides what could be a possible reason for denial. Meanwhile, on the website it says reaaply in 30 day. Which they will take another 27 dollars and still wont tell you why you are being denied. I have reached out on different occasions asking for an explanation on why I am denied. I paid my application fee I should let known informed on why I am denied an opportunity by I use the service. I asked my friend to apply and he has a flawless driving record he also was denied no explanation. I asked 2 others to apply and same result denials other no explanation. At this point I believe Zipcar to just be taking consumers monies and denying them for no reason. Please please please look into this.

  Business Response

  Date: 08/07/2024

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

• Initial Complaint

  Date:07/31/2024

  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 signed up with Zipcar in 2022, I was trying to employ my NYC ID discount to get a membership. I contacted ZipCar in regards to the program, no one seemed to be familiar and I had a few back and forths with the company. Then I tried to then implement the membership, I got declined and I reached out to Zipcar and did not hear anything back. I tried again in 2023 and was unable to access the account. I tried again July 31, 2024 received an error saying my account was removed. I contacted Zipcar over the phone, the representative told me my account was restricted and I should have gotten an email March 7, 2023 and I didn't see anything. I asked what could be done at that point, they told me to send an email to *********************************** That email bounced back saying I needed to contact another channel, so I tried instagram zipcar. That representative told me that my account was removed and they were going to stick what that decision. No explanation as to what happened, even when I asked for it.

  Business Response

  Date: 08/06/2024

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

• Initial Complaint

  Date:07/30/2024

  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 am looking to be reimbursed for a tow charge I had to pay as a result of my zipcar failing to work. I have repeatedly contacted Zipcar for several weeks but have made no progress. Zipcar has failed to reimburse me and failed to communicate.On July 4, 2024 I drove a zipcar with two friends from ****** to the *************** to hike. Upon returning to the car after the hike, the engine of the car would not start, though the car battery was working fine. I was still within my reserved time and had not damaged the car in any way. I suspect it wouldn't work because we were in an area with no serive, yet zipcar's documentation garutees theirs cars work in areas with no service.Since the car could not drive, I called zipcar support and they sent a tow truck. When the tow truck arrived, he told me he had not been paid to tow the car but rather to try and jumpstart the car. We did not need a jumpstart as the issue was with the engine, not the battery. We did need to get off the mountain, so the tow truck towed us down and I had to pay out of pocket.I have been frequently emailing and calling zipcar to no avail. On July 11, they asked me to submit the receipt for the tow, which I did. They then told me the issue had been "escalated" and since then I have heard nothing else of substance. I have called their support number and asked for updates and connection to whoever is working on the issue; they tell me they have neither. I have tried five or six numbers to call their headquarters directly - none of them are in service.They have in all ways been unhelpful and avoidant in reimbursing me for a charge I had to pay due to the failure of their vehicle and and their failure to initially cover the tow truck. Furthermore, the car's failure put us in danger of having to survive a night at 13 000 ft of elevation without shelter. I would like zipcar to have functional customer support and I would like to be reimbursed.

  Business Response

  Date: 08/06/2024

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

  Customer Answer

  Date: 08/06/2024

  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 have not been reimbursed by Zipcar. Zipcar has informed me that they are in contact with AllState, but beyond that I have seen no progress on my reimbursement and see no reason to close this issue. After a full month of efforts, I would like greater transparency on when exactly I can expect to be reimbursed.

   
  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: 08/15/2024

  We have been actively working with the member and as the resolution is in process, we believe this complaint can be resolved.  

• Initial Complaint

  Date:07/27/2024

  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 July 11, 2024, I signed up for Zipcar with the expectation of finding a car available near my location. However, I was not informed during the sign-up process that the service was only available in select locations. After discovering that the closest car was in *******, over 6 hours away from me, I contacted Zipcar twice to request a refund for the $27.75 membership fee. Unfortunately, my refund requests were denied.I am disappointed that Zipcar did not make it clear during the sign-up process that the service was not available in my area. Additionally, the fact that the membership fee is non-refundable is concerning and suggests a lack of transparency on the part of the company.I would like to request a full refund of the $27.75 membership fee as I am unable to use the service due to its limited availability. I hope that Zipcar will reconsider its policy and provide a refund in this instance.

  Business Response

  Date: 07/30/2024

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