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, Inc.

  191 Peachtree Street NE, Suite LWL01 Atlanta, GA 30303

• 

  Zipcar, Inc.

  Multiple addresses Atlanta, GA 30324

• 

  Zipcar, Inc.

  191 Peachtree St NE Ste 3200 Atlanta, GA 30303

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:07/26/2024

  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 purchased a Zipcar I was in a rush to get to my kids appointments as I got in the car the car was dirty it also had a smell the outside of the car was also damaged and had scratches on it. I asked for my money back or something and the lady said she couldnt thats unacceptable to have a car on their website like that I couldve got pulled over.

  Business Response

  Date: 07/30/2024

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

• Initial Complaint

  Date:07/26/2024

  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.

  Booked a car for June 23rd 2024. The car was not in the designated area but instead in a parking lot. I called Zipcar support to tell them the car I reserved was not on the street, they instructed me to pay for the car to be taken out of the parking lot and that this would be reimbursed if I sent the receipt through to them. I followed their instructions and sent a reimbursement request. It is now July 26th and they have yet to refund me. I have called zip car many times to be hung up on and no updates to my reimbursement.

  Business Response

  Date: 07/30/2024

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

• Initial Complaint

  Date:07/19/2024

  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.

  Reserved a Zipcar on June 15th. Reserved for incorrect times and got charged $150 extra on top of the $200 I had already paid for the car. Called customer support and explained situation. I have been a loyal zipcar member for 7 years and have never returned a car late and this was a genuine mistake. Call was escalated to next level of support. Called multiple times since June 15th and it has now been over a month and I have not been contacted. Zipcar has basically charged me and refuses to talk to me about the situation. There has been no attempt to contact me and any calls to customer service just lead to excuses of "high call volume" and "someone will be in contact" Genuinely disgraceful customer service.

  Business Response

  Date: 07/25/2024

  We are actively working with the member to resolve the issue 

• Initial Complaint

  Date:07/19/2024

  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 had a zipcar account and rented regularly with no issues. I was arrested for a non driving charge while I had an active rental - the car was parked in the lot of a city park. Because I am a victim of organized stalking they held me overnight at the police station which is literally across the street from said park and they had the vehicle towed with thousands of dollars worth of personal items. There were several different suggestions from zip car on how to proceed - including submitting a list of the items and proof of purchase and the insurance would replace it. After I did this, they denied my claim and my zipcar account is still blocked even though as mentioned the situation was not related to poor driving skills or breaking any driving laws. Please reinstate my account at the very least and clarify the insurance replacement situation.

  Business Response

  Date: 07/23/2024

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

• Initial Complaint

  Date:07/19/2024

  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.

  On July 15th, 2024, my application with Zipcar was approved at 3:23PM. I paid $21.55 for the subscription. Less than 30 minutes I discovered my account was deleted without cause, despite the funds being taken from my account. I had not utilized their services prior to deletion, and their customer service team was unable to inform me why my account was deleted.

  Business Response

  Date: 07/25/2024

  We have reached out to the applicant, and having verified the application was processed in accordance with the member contract, believe the matter to be resolved.  

  Customer Answer

  Date: 07/26/2024

  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 am deeply dissatisfied with how my issue was resolved. Although the company issued a refund after assuring me that the charge was only pending, their customer support team failed to provide a specific reason for why my account was deleted. Initially, they claimed that my account was flagged due to a high MVR and instructed me to reference my driving record. Thus, I attached a recent copy of my driving record, which shows that I have never been in any accidents, received any citations, or had any convictions. Despite this, the company failed to offer a clear explanation or incident for the denial of my application and reverted to blaming my high MVR for the account deletion.

  [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,

  Gianna

   

   

  Business Response

  Date: 08/01/2024

  We have followed up with the member advising that the issue was handled in accordance with the member contract, and as a result we consider the matter resolved.  

• Initial Complaint

  Date:07/18/2024

  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.

  Dear *** or Madam:I signed to ZipCar thru app last week & reserved a car for yesterday, July 17th starting at 10:30am, & drop off by today July 18th at 10:00am.I had a full schedule yesterday and I was relying on ZipCar to provide me with an acceptable standard vehicle. Unfortunately, the car provided ************* Camry, License Plate ******* was in unforgivably filthy conditions.As soon as I opened the door, you could smell the strong stench of marijuana smoke (despite this being a "No Smoking" car). It looked dirty but I was in a hurry & drove out of the garage. When I made it out of the garage and into the daylight, you could truly appreciate just how filthy the interior of the car was. All seats, the ceiling --stained, the doors were dirty-- even toenail clippings in the cup holders. Absolutely revolting. There appeared to be food sticking out from under the seats. I took additional pictures of the car interior in the daylight and uploaded them on the app, and I immediately called ZipCar.I was placed on hold for between 5 and 10 minutes. I respectfully explained the situation to the service representative, because I would not want the next person with a reservation to receive a car in this condition. What if it was somebody with children? Or someone with asthma? The rep was very apologetic, placed me on hold to find a solution. They then advised that they could find another car in another vicinity for me to pick up. By then, I was already several miles north because I had work related commitments that would end after 10pm at night, 20 miles north of where I picked up this vehicle.This morning, I returned the vehicle just prior to 10:00am. I put gas in the vehicle beforehand, as it was almost empty. I called to request a partial refund or a credit towards my next trip. They said no to a partial refund, and said the best they could offer is a 15 minute credit. My reservation was for 1410 minutes (23.5 hours). I declined their "solution."

  Business Response

  Date: 07/24/2024

  We have reached out to the member, and having not received a response, we believe the matter to be resolved. 

  Customer Answer

  Date: 07/24/2024

  [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:07/16/2024

  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 became a ZIPCAR member in July 2023 and have had several issues including but not limited to horrible customer service. Requests made online and by phone for a supervisor or manager to contact me are ignored. All i get are rude people answering the phone based in ************ who claim Zipcar has no employees in the ** despite being based in ****** where I'm from. As a result, I'm not going to renew unless a supervisor or manager contacts me directly and from the **.

  Business Response

  Date: 07/23/2024

  We have reached out to the member and are actively working to resolve the issue.  

• Initial Complaint

  Date:07/15/2024

  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 July 14th i rented a zip car. everything was ok until i tired to pay for gas and the card declined. at this time i though t** was the gas station so I drove to another ne and the same thing happened. NOW I CALL ZIPCAR! upon calling around 6:30p, i got a tech and i told him what happened. HIS EXACT WORDS ARE " WE KNEW ABOUT THIS " ! sO MY RESPOSNE WAS WHEN WAS YOU GOING TO TELL THE CUSTOMERS AND HE THEN ASKED ME TO PAY OUT OF POCKET TO GET *********. the PERSON WHO I SPOKE TO WAS SO RUDE I WANTED TO REPORT HIM AND GET IT ESCULATED. I ALSO WANT MY $20 BACK PLUS MORE FOR THIS RUDE EXPERIENCE. i FELT SO EMBARRASED HAVING TO WALK OUT AFTER THE **** DECLINED. i HAVE RECIPT UPON REQUEST

  Business Response

  Date: 07/16/2024

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

• Initial Complaint

  Date:07/13/2024

  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 obtained a monthly membership with Zipcar in June 2024. I had rented a vehicle from this company only once on 06/21/24-06/22/24. I was charged for the monthly membership which is $9.00 upon signup and then for the rental which was $550.16. I was then charged $9.00 for the monthly membership again on 07/12. I attempted on 07/06 & 07/13 to rent a vehicle from this company but was not able to. They proceeded to charge my credit card multiple times yet I was not a to rent the vehicle. I attempted with a different card and still was not able to rent the vehicle. When I called to speak with a representative I was not given an explanation as to why I was not able to complete the transaction and rent a vehicle. I am very disappointed with how this company has handled the situation and when I requested a refund for the monthly membership I was given the runaround.

  Business Response

  Date: 07/17/2024

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

• Initial Complaint

  Date:07/12/2024

  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 have this Zipcar service for 9 years and during the years of service I hav service where cars are poorly maintain. Meaning tires flat, or needing air, service on vehicles needed, to cant access gates to get access to cars, to not being reimbursed for going to one location to another, to being falsely charge fees, to having cars that smell of marijuana or even damage vehicles. I recently used their service and next day received a email from them saying my account abruptly closed and no further reason has been given. No information has been given to why my account was closed especially after using their service the day before. I didnt violate my contract and for them just to do this is unfair especially without a valid explanation. I paid a yearly fee and want a refund if that.

  Business Response

  Date: 07/16/2024

  We have reached out to the member and having verified that the issue was handled in accordance with the member contract, believe the matter to be resolved.