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Business Profile

Auto Rentals and Leasing

Zipcar, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

This profile includes complaints for Zipcar, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Zipcar, Inc. has 16 locations, listed below.

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    Customer Complaints Summary

    • 636 total complaints in the last 3 years.
    • 173 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/07/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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,

      *************************

    • Initial Complaint

      Date:06/06/2024

      Type:Billing Issues
      Status:
      Answered
      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 May 31, 2024 I rented a Zipcar for a few hours to get my grocery shopping done. When needing to extend my time Zipcar's application it would not allow me to extend my trip time or do anything on the application for that matter. Then when emailing Zipcar regarding this problem, letting them know they are being reported to the BBB they decided to falsely charge me a week later. Claiming the charges are for returning the car without the proper amount of ****. The car was actually returned with a full tank of gas. I believe the charges are in retaliation of reporting to the BBB. I would like Zipcar to remove the fuel charges from my account and allow me to be able to rent again. I would also like them to a credit me one hours worth of rental time due to the issues that I have consistently have with their company, along with them overcharging me in the past over and over again.

      Business Response

      Date: 06/13/2024

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

    • Initial Complaint

      Date:06/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 overcharged by $158.66 and I would like a refund.

      Business Response

      Date: 06/13/2024

      We are actively attempting to work with the member, but are struggling to resolve the issue due to the lack of detail provided.  

      Customer Answer

      Date: 06/14/2024

      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. 

      [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,

      *******

       

       

    • Initial Complaint

      Date:06/04/2024

      Type:Product Issues
      Status:
      Answered
      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.
      This company is fraudulent and keeps taking money out of my account. On May 8th - 9th my mother rented a vehicle because my vehicle shut off. We Ubered to the location about 7 mins away and couldnt even access the vehicle, literally tried for a hour until my moms phone lost energy ( ************************** is her sign up account). We ended up having to use my phone because hers lost power after the long processes that was supposed to be seamless. The ZipCar agent was terrible and told mom she couldnt access vehicle. There is no reliable customer service for **********************. We lost money Ubering back to home. I contacted ***** and notified them That this was a purchase that was not utilized and they refunded me. I dont know what lying Zip Car is doing because I see a charge 156. 52. Second time a charge that I havent used for this company has shown on my account. I will deal with chase on my own time, but this company has false business practices that has caused me distress.

      Business Response

      Date: 06/05/2024

      We are unable to reply to the email/individual that submitted this complaint as they are not the member of record in our system.  We have, however, responded on two occasions - on May 23rd and June 5th - directly to the member at the email of record regarding the issues presented.  We believe the issue to be resolved.  

    • Initial Complaint

      Date:06/02/2024

      Type:Order Issues
      Status:
      Resolved
      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 recently had a trip with zip car for June 1st picking up 9:30 am and returning 11:30pm. I arrived at the spot around 10:15pm and I found the spot taken by a non zip car. I called immediately, the customer service cannot help me find an overnight parking spot. Then he asked me to park near my home which is 15 mins drive away. But I am still not able to find a parking around there so I drove back again and called around 23:00 pm. This time they asked me to park at a paid parking with maximum park time of 2 hours. When I finally paid 12 dollars of parking, i left the car at 11:45pm. I drove 90 mins just to find a parking spot, and I am now getting charged for late return and over mileage of ****** And I spend another hour trying to get on the phone with your customer support team to get this resolved but I am not able to reach them anymore. I request to cancel these unreasonable charges immediately.Please get back to me as soon as possible.Thanks

      Business Response

      Date: 06/05/2024

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

      Customer Answer

      Date: 06/05/2024

      [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:06/01/2024

      Type:Product Issues
      Status:
      Resolved
      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 reserved an 8-hour trip with Zipcar. I canceled it the day before the reservation due to a change in plans. Their policy is that trips can be canceled and will receive a full refund as long as the cancellation is made at least 3 hours before the trip. My cancellation was over 17 hours before the trip. However Zipcar refuses to issue a refund because they claim that my trip was greater than 8 hours in length and therefore it needed to be canceled at least 24 hours in advance. But, the trip was not greater than 8 hours in length -- in fact I specifically made the reservation to avoid going into the "greater than 8 hours" category that would not have let me cancel it as easily.

      Business Response

      Date: 06/05/2024

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

      Customer Answer

      Date: 06/06/2024

      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:05/31/2024

      Type:Product Issues
      Status:
      Resolved
      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 for 4.5h and went to pick up the car at the beginning of the rental period. The car is not where it should be. I call customer service and wait 25 minutes to talk to an agent. The agent indicates that the car is parked several blocks away. Ah, couldn't the app mention that?? Before hanging up, I ask for the rental to be extended by 30 minutes given I am 30 minutes late and the agent extends my reservation. I walk to the location indicated by the agent. The car is not in the street. I honk and honk until I realize the park is in a private parking. I check every floor of the parking. Now 1 hour late, I am able to find the car on the 4th floor. There is a parking ticket in the car and try to pay with the ZipCar credit card to exit the parking. The payment is declined. I pay the $84 parking fee with my own credit card and can finally leave the parking. I call customer service again and after another 30 minutes talk to someone. They say send us the receipt by email and we will refund the parking fee, which I send. I go on with my business and I return the car after slightly more than 4h (recall I paid for 4.5h). I am charged a $63 late fee. I call customer service, wait and wait, and the agent agrees to refund the late fee. But they only refund $53. I call again and I am told they cannot refund the difference but that they will make me a favor and give me app credit. I explain I will never rent with ZipCar again and I want a refund. The agent agrees to refund $10. The agent then tries to refund the $84 parking fee but the call gets disconnected. I call again, wait again, and I am told they will refund within 5 business days. After that period, still no refund. I call again, wait again, and I am told a supervisor will call me back when they finish their ongoing call. Needless to say I am still waiting for that call and for my money back. ZipCar manages to make every rental worse than the previous one. Not worse the hassle of dealing with this company.

      Business Response

      Date: 06/05/2024

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

      Customer Answer

      Date: 06/05/2024

      [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:05/28/2024

      Type:Product Issues
      Status:
      Answered
      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 stole money from me in the form of an application fee that is deemed non refundable knowing full well that they did not have any rental cars in the City of ******* Arizona or the State of ******* as a matter of fact. They have committed fraud and theft against countless customers in this regard and should be held accountable for not being able to provide services to customers that they full well know they wouldn't be able to accommodate properly.

      Business Response

      Date: 06/03/2024

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

    • Initial Complaint

      Date:05/28/2024

      Type:Product Issues
      Status:
      Answered
      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. a random driver hit me.it was completely his fault this was in August of 2023 zip car billed my credit card 1000 dollars without asking me not sure if its in the fine print but they didnt send a bill. they just took the money i now want to cancel my membership and get away from them have sent dozens of emails, called numerous times, chatted on ******** now almost a year later they say its still being evaluated and they refuse to cancel my account they are crooks i will never use them again i simply want my account cancelled and they either refuse or dont return my call/message

      Business Response

      Date: 05/31/2024

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

    • Initial Complaint

      Date:05/26/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 5/21/2024 I set up a rental with Zipcar for a uniquely important family occasion to occur on 5/25/2024 in ********, ***Zipcar confirmed that the car could be picked up on Saturday morning at a garage just a few blocks from where I live in **********But on Friday 5/24, on the evening before my trip, I received two successive emails informing me that "Your trip was updated", first, at 6:26 p.m., to a pickup at a distance from me in *****************, and then, at 6:30 p.m,. to a waterfront location in ******** which I would have no practical way to access.I called Zipcar and spoke at length with a representative, who searched but could find no other car available, and who could offer only a one-hour credit as compensation for the change of terms. He assured us that a supervisor would call us within the hour, but that never occurred.This was an extremely serious event which had the effect of withdrawing a service for which we depended on Zipcar, and for which we had no alternative transportation. Relatives had to drive down from ***********, at great inconvenience, to make it possible for us to attend the family event.We feel that Zipcar owes us significant compensation; and we feel we will not be able to rely on it in future especially at peak travel times.

      Business Response

      Date: 06/04/2024

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

      Customer Answer

      Date: 06/04/2024

      [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. 

      I reported a terrible experience -- not having a car I reserved for a very special family event.  I'm very pleased that Zipcar responded with what I feel is fair compensation, and, as important, the message I received from Zipcar makes me feel listened to.  That personal response was really important to me, and restores my confidence in using Zipcar.


      Regards,

      *****************************

    Zipcar, Inc. is NOT a BBB Accredited Business.

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