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

• 

  Zip Car Inc

  717 D St NW Washington, DC 20004

• 

  Zipcar, Inc.

  191 Peachtree St NE Ste 3200 Atlanta, GA 30303

• 

  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:05/25/2024

  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.

  They charged me for a parking violation ticket they received, didn't tell me anything about it before charging me for it, even though they had it for over a month. The citation was issued after I picked up the car so there was not even a vehicle in the parking lot when they wrote up the ticket. Then double charged my card for a trip I cancelled within the time frame allowed to get a refund. Now they are trying to take it back double

  Business Response

  Date: 05/28/2024

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

• Initial Complaint

  Date:05/24/2024

  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 have tried to resolve a billing issue multiple times without resolution. There have been multiple mishandling that occurred to me while using Zipcar and each customer service representative has not handled each call appropriately! This includes false promises, hanging up the telephone call, the representative not leaving notes of the call for the following rep, misleading and not following through on deadlines provided, all this leaving me without the use of their cars and a bill to pay off $97.55. Most recently I used them starting on April 20th, 2024 the issues with miscommunication started. There is no one to speak to because all the agents only continue to escalate but no one answers an escalated request. It is confusing that there is no one I can speak to directly to handle the issue I'm having instead of sending multiple emails with no response being given. After reviewing the bills I can distinguish the inconsistency of each one of the representatives, they notated and "fixed" the billing issue depending on the way they wanted to be "saved" from the problem. I rented one car that had mechanical issues that I was not made aware of prior, while driving there was a rocking sound and someone pointed out that the bottom casing of the car was completely hanging and scraping the ground. I called the representative and they already knew about it, told me to go back to "home base" and that I would be transferred to a new car. They extended my car but still charged me for a "faulty car". Later I rented "Arikara" and also had mechanical issues and I was scared to drive this car back. I was not given another car as promised and the new representative stated that there were NO notes about this previous rep or that the car had mechanical issues!!! I DO NOT OWE THIS AMOUNT. I request that Zipcar immediately remove the unauthorized charges from my account. I also request a thorough investigation into how these charges were applied to my account without my authorization.

  Business Response

  Date: 05/31/2024

  We have reached out to the member directly and are working with the member to resolve their complaint.

• Initial Complaint

  Date:05/19/2024

  Type:Product 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.

  As a Zipcar member since 10/3/2022, I have to complain about Zipcars poor service and inappropriate charge, following a minor accident I had with a car I rented from the company. Zipcar has failed to resolve in a timely fashion a routine accident from August 2023. Also, they charged without my consent renewal of my membership on 3/3/2024, despite my timely written request to the opposite, and despite Zipcar not having suspended their services to me since August 2023. services. Their timeline for resolving the issues around the accident, 9 months as of this writing, far exceeds their stated timeline. According to their website, The accident process can take several weeks to fully conclude. Here are the principal events, in chronological order:-8/19/2023: Date the accident happened, in the course of a three-day trip (8/18/23- 8/21/23) with a Zipcar-owned car I rented as a member. I duly reported the accident by email after returning from the trip. --8/23/2023: ************************** Services, the company that processes the incidents on behalf of Zipcar, acknowledges by email that they have received my incident report. They confirm the claim number: *********. See attachment Incident report-********-8/30/2023: Zipcar **************** confirms by email that they have retrieved and inspected the Zipcar and documented the damage. They advise me to expect that the investigation will take 3-4 weeks to complete. See file Zipcar Incident Emails Aug-Nov 2023-11/1/23: Zipcar claims in an email that they have not yet received the completed Incident Report. I resubmit the report by email on the same day, along with screenshots of the late August emails between myself and Segdwick, including the confirmation that the report had been received. I followed up by phone with Zipcar and ******** in mid-November. See file Zipcar Incident Emails Aug-Nov 2023.-November 2023-February 2024: I placed monthly follow up phone calls. The reponses were always to the effect that my claim was being processed, that they had received all required documentation, and that I needed to wait. By late February 2024 I gave up on phone calls, because they were very time-consuming and ineffective. -2/21/2024: I send two emails requesting cancelation of my membership. ***** from Zipcar customer service answers with two messages, stating that they will leave [my] comments as an internal note to our special team and raise the priority of the ticket to urgent. (As of 5/19/2024 I still havent received any proper response to my request.) See file Zipcar cancelation request 21Feb24-3/3/2024: Zipcar charges my credit card $104 for annual membership renewal, despite my written request to the opposite on 2/21/2024. See file Zipcar cancelation request 21Feb24-March May 2024: Zipcar customer service acknowledges my further follow up emails (3/8/24, 5/7/24, 5/15/24), with responses to the effect that they are reviewing my case and will get back to me. As of 5/19/2024 I am still waiting for a proper response and resolution.

  Business Response

  Date: 05/21/2024

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

  Customer Answer

  Date: 05/22/2024

  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. 
  
  

  I very much appreciate the Better Business Bureau's mediation.  It obviously led to a resolution of a problem that Zipcar failed to address for more than half a year, despite multiple phone follow up phone calls and written messages from my part during that entire period.

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

• Initial Complaint

  Date:05/17/2024

  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.

  Car tire off and they gave it to me like this

  Business Response

  Date: 05/23/2024

  We are unable to locate an account in our system with the information provided.  We have reached out to the member and due to not receiving a response the matter is considered resolved.  

• Initial Complaint

  Date:05/15/2024

  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.

  Zipcar has advertised through the Zipcar iPhone app for discounts through May 31, 2024. The advertised discount states that the discount is auto-**************** the terms of the available discounts. I booked a car within the discount eligible parameters per the advertisement and there wasn't any discount applied. Upon calling customer service for further assistance, customer service reports being unable to help because "the discount is auto-applied and I cannot manually add the discount because it is automated in the system." ******, the customer service agent I spoke with, then reported that she is "unable to help you with your issue" and when I asked to speak to a supervisor she said that that process could take 3-5 business days. I asked her "don't you have a supervisor on call now?" She said yes and that they are busy. I asked her if she is unable to help me with my issue then who can help me and she was unable to answer. She mentioned that "maybe it's the kind of account you have with ********************** that doesn't allow the discount" but the advertisement doesn't stipulate that restrictions or limitations apply to the discount. I logged in to my Zipcar account and there aren't any membership tiers. The membership options are monthly, annual, or university. I am an annual member. There are no other membership tiers within the annual subscription option. It seems as though Zipcar is advertising a discount that is not being applied and customer service is blaming it on the system and stating that they are unable to do anything about it. Any attempts to escalate are met with responses that the supervisor is busy and escalating to their resolutions team will take 3-5 business days. ****** even said "I can escalate it but it will take a really long time for you to hear anything." It seemed as though customer service was not interested in actually remedying the issue. It seems Zipcar is advertising a discount to increase bookings without honoring the discount.

  Business Response

  Date: 05/20/2024

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

• Initial Complaint

  Date:05/14/2024

  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.

  I had a reservation which I made in advance,approximately three weeks to reserve a car for *** 12,2024..,I called to confirm reservation and was told they could not find the car and for me to go look for it at the garage where it was supposed to be .. granted they have technology that can locate the cars!!!! I called the garage which shouldve been the agents responsibility to do .,,the attending parking agent informed me that the car was not there... I proceeded to place a second phone call to Zip Car to inform them that the car was not at the particular garage where I should have retrieved the car for my reservation , the second agent that I spoke eith from Zip Car informed me that the car was not at the garage and that it was on an active reservation, and that my reservation was going to be canceled because obviously they could not give me a replacement.. I had made this reservation well in advance, and that the person that had this car should have never been allowed to make a reservation overlapping into my reservation I was told that there was nothing they could do and that they would cancel the reservation. This caused a enormous problem because now I was forced to get *********** (Uber) to and from the destination that I had planned to go to which cost me approximately over $250.00 for that day.. they should be responsible for the amount that I had to pay out of pocket since it was on their end that they committed an error and no one inform me of it until the minute my reservation was to take place leaving me with no alternative but to get ***********, no one even had the decency to compensate me for my inconvenience Let it be known that this is the third time this happens and I will not be using their services anymore. Im also requesting my membership fees plus all additional fees for the last three months because I have not been able to access a car because of their irresponsibility and the way they handle reservations .

  Business Response

  Date: 05/16/2024

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

• Initial Complaint

  Date:05/13/2024

  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.

  a zipcar was rented under my name somehow that i have no knowledge of. progressive insurance and zipcar have informed me that there had been an accident with the fraudulently rented vehicle and are pursuing damages. the accident was caught on video apparently from theother vehicle that was involved on dashcam. progressive continually harasses me for paperwork relative to the accident. no financial account of mine was charged for any amount by zipcar when this vehicle was rented.i would like this matter to be resolved and all harassment and pending financial litigation to be dropped. thank you for your time regarding this matter

  Business Response

  Date: 05/16/2024

  We have reached out to the member, verified the charges are correct, determined statements in the complaint are false, and believe the matter to be resolved.  

• Initial Complaint

  Date:05/12/2024

  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 got into an incident while on a Zipcar trip on 9/25/2023, and I called the company about it and gave all the information. But it has been over half a year since that day, and I have not received any updates about their progress. Due to the incident, they suspended my account so I cannot cancel the membership, for which I paid another year of membership without gaining any services to it. I want to hear about updates and not simply be left waiting and unable to do anything. I called the party (that Zipcar works with) about the case itself, and they said that my case was closed like two months ago, but I am still not hearing anything from Zipcar, I have asked customer services, but they keep on telling me to wait and they will get to me through email when they are done with the case. But it has been a long wait without any updates.

  Business Response

  Date: 05/20/2024

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

• Initial Complaint

  Date:05/12/2024

  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 rented a Zipcar for 24hours on Mothers Day (5/12) starting at 7am. I picked it ip, drove it home on the street and grabbed my bags. Once on the highway and able to reach speeds of 65+ mph, the steering wheel would shake profusely and uncontrollably when I pressed the brake. The car was dangerous to drive, I was forced to return to ************ or be stranded in ********. I missed my familys mothers day event in **. The car was filthy, dangerous and the customer service experience after was abysmal. I was on hold more than 40 mins, hung up on once, and then told I need to wait 3 weeks for someone to decide if I will get reimbursed for having to get an Uber after the dangerous car they rented to me nearly caused an accident. This is not the first unsafe car they have rented me but it was definitely the most dangerous. And it was my last rental. I cancelled my membership today and forfeited my Uber reimbursement.

  Business Response

  Date: 05/14/2024

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

• Initial Complaint

  Date:05/12/2024

  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.

  This company is a disaster and so much needs to improve. Today I had a very important healthcare appointment in another city, so I rented a zipcar I have used many times before. However, when I arrived the car had a flat tire. I had previously reported tire issues in this car (weeks prior) so it seems those were simply never addressed. The car was unsafe to drive, so I waited for over 30min on chat and on the phone. I got an agent who assigned me to a new car, also one I had previously rented. The new car would not start. This also is an issue I have experienced in this second car, as it once stranded me in another city as it would not start and they could not assign me a new car.In these instances, zipcar will not even cover uber fees for me to still get to my appointments so in one case I had to miss an appointment for a surgery that then had to be canceled because I missed this appointment and none were available for another 6mos. Today, I had to cancel an appointment and incurred a no-show fee. This appointment can never be rescheduled. This is all because zipcar does not monitor the condition of their cars, nor do they adequately respond to issues that have been reported with cars. I constantly have issues with flat tires, low tire pressure, sometimes even high tire pressure, or failure of these cars to start at all. That or you arrive to your car and it is "offline" and cannot be accessed. They do not have additional cars available when this occurs and it creates significant disruption in drivers' lives. We pay a membership fee for zipcar, so even when they may refund the cost of a trip (I'm still waiting on refunds from today, we booked and canceled 3 separate trips today with credits, so the numbers are all very chaotic) we have lost a portion of the membership which we needed to use but could not. No credits or refunds are ever provided due to loss of membership access due to their frankly dangerous negligence.

  Business Response

  Date: 05/16/2024

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

  Customer Answer

  Date: 05/20/2024

  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. 

  My hope is that the business will seek to continue to improve the safety of their vehicles by improving maintenance checks. They have replied to me that they have no intention of doing so but rather choose to rely entirely on driver reports of issues (and drivers are disinclined to report issues due to substantial fees that they may be responsible for, even if the issues, say a flat tire, are by no fault of their own). They have provided me with credits and refunds to offset the inconvenience I faced with multiple trips having been canceled last minute due to maintenance issues. This is the first time anyone has offered any form of credit for inconvenience, which is fairly ridiculous. 

   

  I hope they do better, but for now I will resolve this as they did (allegedly) go out to the 3 cars I have reported and address the issues named. 

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