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

  429 Forbes Ave Ste 1606 Pittsburgh, PA 15219

• 

  Zip Car Rental

  3137 Warner Ave. Toledo, OH 43615

• 

  ZipCar

  1120 N Charles St Baltimore, MD 21201

• 

  Zipcar

  191 2nd St San Francisco, CA 94105

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:06/07/2025

  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 am writing to formally file a complaint against Zipcar for an unacceptable experience I had during my reservation on June 7, 2025. I reserved one of their vehicles from 11:30 AM to 4:30 PM. Upon entering the car, I was immediately met with an overwhelming smell of weed and cigarette smoke, and the interior was extremely dirty. I took and submitted multiple pictures to document the condition of the ********** addition to the cleanliness issues, the car had mechanical problems throughout my trip. Specifically, I experienced repeated issues with the car not turning on. I had to turn the key multiple times on several occasions just to get it started, which caused significant delays and stress during my reservation.After returning the vehicle, I immediately contacted Zipcar customer service to report the condition and the mechanical problems. The representative I spoke with was dismissive and rude, stating that the only compensation they could offer was a 30-minute driving credit. When I politely expressed that this offer was insufficient given the severity of the situation, and asked to speak with upper management regarding a full refund, the representative placed me on hold and then hung up on **** feel this level of customer service is completely unacceptable and does not reflect the standards Zipcar claims to uphold. I am requesting a full refund for this reservation, as the condition of the vehicle and the poor customer service made for an unacceptable experience.I appreciate your time and attention to this matter and hope Zipcar will be held accountable for this experience.

  Business Response

  Date: 06/16/2025

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

• Initial Complaint

  Date:06/06/2025

  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 am not sure where to start. This is my 3rd time contacting bbb. Ist I never received the 100$ back when I was charged twice when a vehicle was not there the Prius in may. When I messaged zip support I never received a response. The agents say they have to escalate. The past 3 weeks was one issue after another *** soul 2 flat tires bald, Kona wouldn't charge I was then moved twice to a ****** sienna but no keys in it. The agents argued with me and said you don't need a key but you do the start buttons need to read the chip in the key another man was there and had same issue I lost so much time at 100 a day it's so hard to make a profit. I left my phone in one of the rentals as soon as I returned the car it was a *** ***** The agents were rude and said they are not responsible I would have to end next trip which I would lose 100 and then spend another 100 just to open it for 1 min I would grab the phone then lock it. I called back another agent said he would open it while on the phone I did lose the call I called back different agent and refused to help. I was told I would get refunded for car charging but unless I have paper receipt. ( They don't print paper receipts ) I have all info on ev and charge point app and bank statements still refused. Last night I was moved to a Prius I had to pay **** to get there I asked it Prius was there woman assured me it was I go there and nothing I call 7 more times get put on hold or hung up on. I was told I would get credit for time lost and nothing. Last night I went to charge the car I tried 2 different places it wouldn't take a charge this time. I was at a safe place at the time. I was trouble shooting then nothing worked I was transfered to a recovery center and was told by one agent they would send help it was 15 miles till electric depleted. The guy then refused and said I need to chance it and get to home location even if I would break down on the road or I'm liable for charges.i don't have many characters left

  Business Response

  Date: 06/16/2025

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

• Initial Complaint

  Date:06/02/2025

  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.

  Rented a **** Transit Connect vehicle from website. Was offered a **** Transit full size van with severe damage, was not road worthy and did not meet New York State DMV inspection **************** was not in the lot where it was supposed to be. Was on street.Vehicle shown online was nothing like what was delivered ***** transit connect vs **** transit)The entire drivers side from front quarter panel to rear bumper was severely dented with large, vertical dents.The rear cargo door was missing the handle, could only open it from the inside. The license plate and rear camera assembly panel was hanging by a wire. The rear tire sensor was illuminated for low pressure warning, 51 psi.Not safe and not road worthy. Should have never been active in your fleet The dilapidated condition of vehicle deeply embarrassed us in front of our new client

  Business Response

  Date: 06/09/2025

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

  Customer Answer

  Date: 06/09/2025

  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. 

  Original request of full refund to original payment method was not satisfied. Only partial credit to Zipcar account was offered which is entirely unacceptable. We no longer use the service so a credit to account is unacceptable. 
  
  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: 06/10/2025

  We believe this update is outdated. We followed up with the member and offered a full refund. The member communicated to us they were satisfied with this resolution and that they considered the matter closed. Please review once more, thank you for your time. 

• Initial Complaint

  Date:05/29/2025

  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.

  Booked a Zipcar and last second the company changed the reservation to a different car 1.5 miles further away. Zipcar is paid hourly for their cars and by changing my reservation, I lost several hours of my trip picking up the car, getting a later start, getting stuck in more traffic due to the later start, lugging all my luggage and my two small children a greater distance to start our trip. The location made it take longer to get back as well, since it took more time to get to that location, had to deal with more traffic, etc. I called numerous times over the course of a week and the most they said they could credit me is for an hour, even though it took away a minimum of 5 hours when you add up all the delays, traffic, inconveniences. They said only a supervisor/manager can credit more than 1 hour, but they would never put one on the phone with me. They told me a supervisor/manager would call me back within ***** hours and no one has ever called back. Their customer service wont do anything and just leaves you in limbo waiting for a manager that will never call. By now I have called at least 10 times, with no resolution.

  Business Response

  Date: 05/30/2025

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

• Initial Complaint

  Date:05/28/2025

  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 rented a Zipcar vehicle at May 25th through zipcar platform. While driving on the highway, The brakes were malfunctioning and unresponsive, posing a serious risk to my safety and to other drivers.Despite this alarming issue, I managed to navigate the vehicle back. This emergency situation delayed my return by several minutes, and I reported the incident to Zipcar staff. However, I was extremely disappointed to be informed that no refund or compensation would be provided, despite the mechanical failure being entirely out of my control, which is absolutely unacceptable. A vehicle's brakes are a critical safety component, and their failure could have led to a dangerous accident. At the very least, I expect:A full refund for the trip; An apology for the experience; Compensation in the form of Zipcar credit or equivalent value for the inconvenience, risk, and time loss.I urge Zipcar to take this matter seriouslynot only for customer experience, but for safety accountability. I would also appreciate confirmation that the vehicle has been taken out of service and is being inspected and repaired immediately.

  Business Response

  Date: 06/04/2025

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

• Initial Complaint

  Date:05/21/2025

  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.

  Occured Apr 29 at 1110 AM I signed up for their website and got to the point where it asked me to enter my credit card information under the guise of a $0 fee for the first month. The next page then informed me there was a $26 fee for a background check and at that point I left the page but my payment information had already been linked since the step before revealing that hidden charge is behind the step requiring payment info.I saw later in my banking app that they still charged me an application fee. I went and contacted support and was told that it was unrefundable even though I never agreed to that charge. I never clicked the confirm button. After I contacted them for a refund they banned my account so I was unable to even remove my payment information so I had to put a stop payment with my bank to prevent them from charging me in the future.I filed a dispute with my bank and provided all the proof

  Business Response

  Date: 05/22/2025

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

  Customer Answer

  Date: 05/22/2025

  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 # 23361542. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  I am not satisfied with the resolution because I was not reached out to or contacted in any way. My dispute was lost even though they charged my card without authorization. A refund was not issued and that is what I want from ZipCar. I won't accept anything less. What they did was technically theft or wire fraud or something. I know it wasn't legal to charge me without authorization (clicking a button for example; which WAS NOT DONE)
  
  
  
  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,
  

  Chase

  
  

  
  
  

   

  
  

   

  Business Response

  Date: 05/27/2025

  We refunded the member and informed them of this refund on 05/22 at 11:05am. We believe have done everything the member has requested of us, Thank you. 

  Customer Answer

  Date: 06/02/2025

  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 # 23361542. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  Look at my bank account. There is no refund from you guys on May 22nd
  
  
  
  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,
  

  Chase

  
  

  
  
  

   

  
  

   

  Business Response

  Date: 06/19/2025

  We discovered their refund failed due to a chargeback they issued. Their bank has reversed the chargeback which has allowed us to issue their refund again. We've updated them and sent them proof their refund for $26.56 has been issued again. We believe this matter is now solved. Thank you for your time. 

• Initial Complaint

  Date:05/14/2025

  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.

  On March 30th, we rented a zipcar to transport boxes and personal items to a storage unit from ******** to **************** as part of an international move. Unfortunately, we didn't arrive on time to the storage unit to drop off the items so we made a stop for dinner before returning the car (we had rented it for the day). Upon returning to the car from dinner to head back home, the car would not open. We contacted support to attempt to open the car remotely and that failed. They opened an escalation ticket and quoted about an hour for resolution. This was around 7pm Hours passed as we waited for assistance until we had to call one **** to get one of us home to continue with the move. Around midnight (about 5 hours after our first call), with no where to wait safely for help, we finally made the decision with zipcar to have the car towed so we could get home. We were told that we would be getting an email with details on how we could retrieve our belongings and to date, we have not gotten any information from zipcar. Our calls are documented in their systems as that has been the only real communication we have been able to secure. On April 23rd, after tracking the car we had rented via the app, we even attempted to retrieve our things as we were told by a service agent that they would be in the car we had originally rented. After making accommodations to drive to the ***** from ********, we arrived to an empty car and have yet to be reimbursed for this trip. Our things were not in the car and we have yet to hear back from anyone.

  Business Response

  Date: 05/22/2025

  We have reached out to the member and are actively working to resolve the issue. We are waiting for the member's response. 

• Initial Complaint

  Date:05/13/2025

  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 contacted bbb a few weeks back about zip car 2 different times about multiple issues. I now rented a Prius I was told the car was there I pay 40 to get there by ****. The car is not at the said location. I called zip car was moved to another car but in turn was charged double they keep doing this on purpose. I cant afford all the issues I am having. I was charged for the Prius that I didnt get now I am charged for the new car they put me in. I am now at ******** I cant get the car now I keep losing money. Now I was given a ***** bolt I was given it with 38 miles till empty on electric. Almost every charging station is down Im losing money and op top of that I since charged twice I may not have enough money to charge it. I was promised that I would get a call for now on if the vehicle Im renting is not available. Now I have to waste hours of driving time to charge the car was never charged in the first place. I had multiple issues with them. For example the 200 credit they gave me they took 100 back I keep get charged and and over charged for things I cant afford then only when I contacted bbb its Im sorry billing error on our end Im supposed to make money I keep losing money

  Business Response

  Date: 05/22/2025

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

• Initial Complaint

  Date:05/12/2025

  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 paid to use a Zipcar and upon entering the car it stunk like cigarettes which affected my asthma. When I began driving the car it become apparent that the air conditioning was broken. Lastly, when I went to park the car in its return spot another vehicle was parked there. **************** was no help and I was a young woman driving alone around *** trying to find a suitable parking spot for the car.

  Business Response

  Date: 05/13/2025

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

  Customer Answer

  Date: 05/13/2025

  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. 

  [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,

  *******

   

   

  Business Response

  Date: 05/14/2025

  We have reached out to the member about 30 minutes after this rejection, and having not heard back, we believe the matter to now be resolved. Thank you.

• Initial Complaint

  Date:05/09/2025

  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.

  Renting Zipcars in downtown *********** has been a nightmare. The location is unsafe, there have been instances when the car I rented was not even there, the cars are not maintained *********** last rental had a flat tire, however, it was a slow leak so it was manageable for the time I rented it for. But when I went to return it the tire was completely flat again and I had to tow it to put air in and i was 15 minutes late. I documented EVERYTHING to Zipcar and was on the phone with them as it was happening and I was driving in letting them know I would be late and why, and they charged me a ridiculous $153 late fee! And they refuse to give me a refund. This company has horrible customer service, horrible maintenance, doesnt give a **** about its customers or their safety and then charges outrageous fees! $153 for 15 minutes? Because of the flat tire that THEIR car had already had? INSANE!

  Business Response

  Date: 05/13/2025

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