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:06/21/2024

  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 applied to Zipcar hoping to get approved !! I was told to submit a photo of me holding my license in which I did via email ! Days later no response ! So I created a new one and was immediately rejected ! My license is in great standards and I am eager to become apart of this wonderful car sharing community !

  Business Response

  Date: 06/25/2024

  We are actively working with the applicant to resolve the matter.  

• Initial Complaint

  Date:06/19/2024

  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.

  I had a problem with a car that I rented from Zipcar on 3-30-24. I tried in vein for 2 weeks or more to get a resolution. I was able to find an email for ***************************************** Manager. She appointed a CS Rep-*****. ***** was unprofessional, rude and closed my account put of retaliation and spite for myself calling her out on not keeping a promise as well as her not doing her job.

  Business Response

  Date: 06/24/2024

  We have reached out to the closed member, and as the issue was handled in accordance with the member contract, this matter is considered resolved.  

  Customer Answer

  Date: 06/24/2024

  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 disagree due to Zipcar's decision to close my account was done out of spite or anger.  They've been unwilling or unable to provide with me with solid proof.   They've stated treatment of CS reps.   A Zipcar by the name of *****, whom works for **************************** stated I had a prior warning, but when Zipcar reps look at my account, there's no, nor any warnings.   I spoke with ****, whom is also under *************************** and her response was needed to be closed to be closed.  

  As far as ******************************* subordinates view of the situation in skewed,   I never had any violations, and as far as bad treatment of CS reps, there wasnt any.  Zipcar sets their CS reps up for failure which causes Members to become angry and fustrated due to not being able to get problems or issues addressed properly.

  Im asking for Full reinstatement of my account and ********************** to possible do something monatary.
  
  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: 07/03/2024

  We have reached out to this gentleman on many occasions and as the closure was in keeping with the member contract, we believe this matter to be closed.  

  Customer Answer

  Date: 07/08/2024

  I disagree with Zipcar.   They have on numerous occasions failed to provide me with proof of "previous warnings"   A Zipcar employee openly admitted ***** who was appointed by *********************** to handle my problem, closed my account out of spite due to myself holding her accountable for not responding back in an timely manner and not doing her job thoroughly.

  Bottom line, matter might be closed to them but not me.   

   

   

• Initial Complaint

  Date:06/16/2024

  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 writing to file a formal complaint against Zipcar regarding unauthorized charges on my account, poor communication from their C/S team, and deletion of my account without notification. On May 25, I reported unauthorized trip is taking place on my Zipcar account also unauthorized trip on May 22 Despite promptly disputing these charges, I have not received any resolution or update. The unauthorized charges amount to nearly $600 on my C card. Zipcar failed to address my issue while it continue to ignore security breaches I was assured by Zipcar rep the matter would be resolved quickly. Within few days. However, despite multiple follow-**** including interactions on May 29, I have received no updates or meaningful communication as of Jun 15, Additionally, on May 25, 2024, I experienced 1 hour and 30min on hold than I get hung-up also unhelpful responses from Zipcar's awful auto-chat service before being connected to a live agent who put temp freeze on my account until Recently, I found that I am unable to access my Zipcar account without any prior notification or explanation. This has caused significant inconvenience, and I have not received any clarification from Zipcar regarding the status of my account.Despite notifying Zipcar immediately during the unauthorized trips and receiving repeated notifications of trip extensions, the company failed to disable the vehicle or prevent further unauthorized use. On May 20, I purchased a car so I canceled Zipcar annual subscription However, the fraudulent activity continued unchecked.I request the following resolutions:- Immediate removal of the unauthorized charges from my Discover card.- A thorough explanation and update on the investigation into the unauthorized use of my account.- Restoration of access to my account or a clear explanation for the restriction.I trust that the BBB can assist in resolving this matter promptly. Thank you for your attention to this complaint.Sincerely,**************

  Business Response

  Date: 06/24/2024

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

• Initial Complaint

  Date:06/14/2024

  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.

  The company has failed to maintain parking permits for the garages where the cars are housed which results in Zipcar getting sent bills from the garages for parking violations, which they then bill to the customer. They continue to do this without reviewing to determine if the parking violation is the customer's fault or the fault of the company not having a valid parking permit. I have now twice brought this to their attention. I received a parking violation charge of $76.44 on April 1, 2024 for a car trip on February 2, 2024, which I disputed and they confirmed that it was an issue with their parking agreement with the parking garage. I again received a parking violation charge of $114.69 on June 14, 2024 for a car trip from May 2, 2024. My dispute for this charge was escalated and I am currently awaiting resolution. In the meantime I have made multiple attempts to speak with a manager about the situation to find out what was being done to rectify the issue to ensure I wouldn't get charged for these errors again in the future but they refuse to let me speak with a manager. It is unacceptable for a business to continue operating in this fashion, and automatically billing customers without review which requires customers to call and dispute after their card has already been charged a significant amount of money for a violation that was not the fault of the customer, especially when they have been made aware that there are issues with their parking contracts in certain garages.

  Business Response

  Date: 06/20/2024

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

• Initial Complaint

  Date:06/14/2024

  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 have had my zipcar membership since 2018 as shown on my screenshot. I paid for an application fee before and I was charged $26.69 for an application fee again. I have requested for the $86.47 amount to be refunded and it was approved by Zipcar, however, they are not processing my refund after calling them multiple times over the last new weeks, they do not take responsibility on the refund process and keep telling me i have to wait. This is my money that they are holding and not willing to return. I want a refund of what I am owed.

  Business Response

  Date: 06/20/2024

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

• Initial Complaint

  Date:06/14/2024

  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.

  Date of incident: June 1 (Sat)Problem: refund Why: inaccurate details from +10 zipcar support staff, poor roadside assistance that I paid insurance for through them, and a constant delay by their expert team where still out on the towing fee and tire charges I had to pay On June 1, I drove from ******* to ****** between 8:30-9:30am until I heard a rumbling in the tire where the front right tire blew out so I pulled to the side. I called Zipcar at 9:27am. ***** (Temple zipcar rep I spoke with on at least 3 calls for the next hour) said she will contact their roadside asssitance program. I then received a text where the nearest company to tow/fix the car will come 3-4 hours (I had waited for nearly 30 mins before I got this update). I called ***** again where she said that is too long, cancel it, and then find another towing company. I told her Im still in the highway, so she talked about options where one of it included asking the police to tow me since earlier a state police checked in on me. I called the officer who called in a police approved towing co. I called zipcar for an update where this time a guy answered, understood the situation, and told me to stay with the towing truck (not the one through the roadside program). After 11am, I was at the towing company near the highway, they noticed the 2 front tires were in bad condition and that Zipcar shouldnt have allowed the car to be out so that it wasnt my fault especially since the tire in the trunk wasnt a spare tire but the original tire for the front. After they repaired the wheels, they asked who was paying. I called zipcar multiple times to no response until ****** said he will file an expert team consultation where I will be contacted by 6/7.I called 6/7, I was told by the following Mon/Tues. I called 6/10, but I was told weeks. I then spoke with ***** who said she will escalate my situation. I havent heard back. I got angry, but I believe I been wronged.

  Business Response

  Date: 06/20/2024

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

  Customer Answer

  Date: 06/21/2024

  [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. 

  However, I may follow up in the event that their response does not happen such as if their reimbursement check does not arrive, the $50 membership credit is not reflected in the account with expiration date of May 2025, or if the refund for the original membership fee is not reflected in my bank account. 

  
  Regards,
  
  *******************************

• Initial Complaint

  Date:06/13/2024

  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.

  So I rented a zip car unfortunately due to circumstances I was unable to return the car on time which the fleet.***** went to get the vehicle I had personal belongings in there I've went to the address and contacted everyone I can and no one can get my things back to me

  Business Response

  Date: 06/20/2024

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

• Initial Complaint

  Date:06/11/2024

  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 shown a price for a 1 day rental. I was charged $40 more than shown at final check out. Has happened multiple times and each time, customer service cant do anything but send it to billing. Billing never reaches out for any kind of resolution.

  Business Response

  Date: 06/17/2024

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

• Initial Complaint

  Date:06/08/2024

  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.

  After numerous attempts to correct the mistake Zipcar made by charging my account for a parking violation made by the companies employee who serviced the vehicle on March 26, 2024. I have the parking violation ticket dated for March 26, 2024 in ** . My Reservation for the Zipcar was March 24, 2024 and RETURNED March, 25, 2004 in the am ,because I forgot to return the key the Zipcar agent opened the door at 10:30pm so I could return the key.I expressed over and over to the Zipcar agents I did not have the car on that date. POOR customer service, each time I called the agents would say the call have to be sent to the escalation team , well today an agent said theres no such thing as an escalation team. Its been over a week and the charges are still on my account. This is frustrating and horrible experience.

  Business Response

  Date: 06/11/2024

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

• Initial Complaint

  Date:06/07/2024

  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 rented a car with them on 6/3 to 6/4 (for 24 hrs). I paid $107.87 total. When picking up the car, you have to report the condition and clealiness. I reported a dirty interior with pet hair. When i returned the car on 6/4, another member reported the same cleanliness things, in which zip car charged me a $56 fee for cleaning! I cleaned the car myself when i got it because it was so dirty. They still charged me the $56 fee and i do not even have a pet!

  Business Response

  Date: 06/12/2024

  We have reached out to the member, verified the legitimate charges were in keeping with the member contract, and consider the matter to be resolved.  

  Customer Answer

  Date: 06/12/2024

  [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,
  
  *************************