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

  205 - 147 Spadina Avenue Toronto, ON M5V 2L7

• 

  ZipCar Inc

  5856 NE Columbia Blvd Portland, OR 97218

• 

  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:05/09/2025

  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.

  Hello,I used the zip car on February 4, 2025. While parking the zip car upon my return to ****************************************************** campus, another car was in the designated parking spot for zip car. In attempting to park between two cars in a different spot on the same parking lot to ensure the car is parked before booking time runs out, I scratched the car on my right, leading to scratching the right side of the zip car as well. I immediately reported this through zip chat on February 4th, 2025 and was told a staff would check the car out at some point. Because I paid for zip car insurance while using the car, on February 8th, I initially used zip car chat but later called for insurance details to see if I could use this for the other driver whose car was scratched. At this point, I was told no record of my chart on February 4th reporting the incident was found and that I needed to complete an incident report while my account got suspended. I followed all the steps to complete the incident report and have even paid the other driver for repair out of pocket. While the claims management ******** *** expressed they completed investigation since February, my account remains suspended. Weekly/Bi-weekly calls to zip car has been met with feedback to just wait as they continue investigation. Finally, I asked to speak to a supervisor to understand what was going on and was met with cold dismissal today May 9, 2025. At this point, I just want a clear explanation or the account cancelled. Furthermore, on March 19, 2025, I was billed $113.90 for parking violation from when I used zip car on Jan 6, 2025. Again this occurred because the zip car parking spot was occupied and I parked at a different spot in the same parking lot. I paid that **** immediately despite finding it unfair because its not the first time I have either have to take the zip car from a different parking spot or return to a different one because another car is parked in the zip spot. I just want an answer.

  Business Response

  Date: 05/13/2025

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

  Customer Answer

  Date: 05/13/2025

  [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:05/08/2025

  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 applied for membership to Zipcar and was rejected. The company refuses to state on what grounds my application was rejected. They do not have customer support to resolve this issue. This company took my personal information, including photographs of my face, my drivers license, and my credit card information and will not even disclose why I was rejected. Furthermore, they have charged me $25 for 'license verification'. The customer support response I received stated: "Thank you for reaching out. We understand that you would like more information regarding the decision on your application. However, we are unable to provide specific details on the factors that contributed to the outcome." This is outrageous and unacceptable.

  Business Response

  Date: 05/09/2025

  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:04/27/2025

  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.

  Rented a car February 2025 and Zipcar charged my card April 2025 stating a traffic ticket had been made using the rental. This is the second time Zipcar mentioned receiving a traffic ticket several months after the fact. This caused me not to be able to contest the tickets in court or even pay the fines before they doubled. I would like to know why the department who handles this type of occurrences not find and discuss issues sooner? I would like a whole or partial refund.

  Business Response

  Date: 05/06/2025

  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:04/23/2025

  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 am writing to formally dispute a parking violation notice I received via email on April 23, 2025. The notice did not include any details about the alleged violation.For context, I rented a Zipcar on March 7, 2025, starting at 5:30 PM, and returned the vehicle on March 8, 2025, at 1:00 AM. I parked the car at *********************** concluding my trip.Upon further investigation, I found that the cited violation was issued on March 25, 2025, at 11:12 AMa date and time during which I did not have possession of the vehicle. I was not the user of the car at that time.I have attempted to resolve this matter by contacting Zipcar support twice. Unfortunately, both times I was placed on hold after stating that I had not received the actual ticket, and the calls were disconnected. On a third attempt, I was able to speak with a representative, but I was not allowed to fully explain my situation or why I believe the violation is incorrect.

  Business Response

  Date: 04/26/2025

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

• Initial Complaint

  Date:04/22/2025

  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 got charged. 154 for being 6 min late. It shows 50 and I was told 50. On April, 17, 18 ,22 I get stranded paying an unber to get to the cars which are not close for the cars to not be there. When I call they are no help and say they are sorry the car hasn't returned. It is my responsibility to keep track of it, but they know if they charge you a late fee. They don't have another car to give me and if they did they would charge me 100 more dollars not use the 100 that takes 3 days to get refunded. I got stranded missed work 3 times got charged 154 late fee was promised from second caller on April 17 at midnight I would get a credit, after he spoke with his supervisor. Then was told there is no way to override the system to give me a credit. I lost money I lost work with **** I got stranded lied to, and the customer service are not Americans. They don't care just want as much money as possible. I am a single mom

  Business Response

  Date: 04/26/2025

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

  Customer Answer

  Date: 04/28/2025

  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,

  *****

   

   

• Initial Complaint

  Date:04/21/2025

  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.

  Zipcar repeatedly rents out cars that are filthy, disgusting, and smell like smoke. Their operations team is incapable of maintaining and caring for their fleet.They dont offer any services when you find an extremely dirty car and do not provide an any assistance, just a sorry. Do not use this service unless you want a company to take your money and waste your time.

  Business Response

  Date: 04/26/2025

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

• Initial Complaint

  Date:04/20/2025

  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.

  I paid for my reservation which I didnt get to the car until late because I couldnt find where the vehicle was parked. Then once I got there, the car wouldnt unlock or start halfway through my reservation. I called support i kept getting hung up on 4 different times after having to keep calling back. I had to order a **** back home as well as leave my belongs, house keys and etc. support was trying to charge me also for not returning the vehicle at the specified time but I couldnt because the vehicle wouldnt unlock or start. I need my belongings from the car as well as my money back. Dont recommend using this business again after what happened today. Mind you the car is parked in the street with the windows down. If you open the door alarms go off. Trunk wont open.

  Business Response

  Date: 04/25/2025

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

• Initial Complaint

  Date:04/18/2025

  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.

  I rented a vehicle on 4/12/25-4/14/25 from 930 am to 8pm. I rented for $554.94. I returned the vehicle on 4/14/25 at 2:35pm. I didn't not have it for the full ti.e I paid for. So I supposed to get refunded the difference. Zipcar won't return my funds and when I called for assistance on 4/18/25 at 12:08pm the representative hung up on me. Everything is recorded so theirs proof. They keep denying me from speaking to supervisor and most of them didn't understand English to even help. I WANT MY MONEY.

  Business Response

  Date: 04/24/2025

  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: 04/24/2025

  [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:04/17/2025

  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.

  There is only one word for zipcar and this: cruel.I, as a long-time customer, report diligently when there are issues. Zipcar's responses are punitive. I parked a zipcar rental on the street in usual position near the curb. I have attached the parking meter sign for location confirmation. In the morning, the left driver's side mirror was knocked off and dangling. The mirror snapped back in and the car was drivable, until later in the day when it popped out again and so it seemed the car was ********* I returned it and informed zipcar, asking for a transfer to a new ********** first I was set up with a rental replacement, told to cancel the current reservation, and transferred by phone for "additional questions."Upon transfer, I was told the new vehicle was denied, the issue was being treated like an "accident" and my remaining access ended.This is outrageous. I had plans the people have been counting on. I had commitments and extreme circumstances requiring I safely transport items today. I counted on zipcar. They do not care.I called back got a party line statement the manager would call be in 25 minutes. He or she has not called. It has been an hour +.This is incredibly disruptive and unkind. Cruel, really.Why would I tell zipcar anything if they then punish me for ************'s insidious and duplicitous. As I have said before, with zipcar, you run out of a burning home and leave the door open, notify them of the fire, and they cite you for violating their door closure policy. It's inhumane. Shame on them.The call was at 12:30 pm. My rental was till 10pm. I would like a refund for 9 1/2 hours of driving.I would like my zipcar access immediate re-instated. I did not cause this damage.Also - separate item -- I parked and paid for zone parking, but received a ticket while on active paid parking. I would like this confirmed that I will not get a parking ticket fee for a zipcar fee for this. Those photos are attached.

  Business Response

  Date: 04/26/2025

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

• Initial Complaint

  Date:04/15/2025

  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.

  My name is ****** ***** and I am writing in reference to a trip I took on April 15, 2025. My account is registered under the email *********************************** and phone number *****************.Approximately one hour into my trip, at 3:00 PM, I contacted customer service to report the poor and unsanitary condition of the vehicle. I also submitted photos documenting the state of the car. Additionally, I experienced technical issues with the vehicleit had difficulty starting and shutting off properly. Due to these problems, I was forced to return the vehicle one hour earlier than the time I had paid for.Following the trip, I called customer service again and spoke with a representative named *****, to whom I explained the issues:The unsanitary condition of the vehicle The technical malfunctions experienced That I did not exceed the mileage limit Despite this, I was incorrectly charged for going over the mileage limita situation I find highly concerning, especially since Ive been a longtime, responsible customer and have never exceeded mileage in any previous trip.I am formally requesting the following:1.A refund for the inaccurate mileage overage charge 2.Appropriate compensation for the inconvenience and issues caused by the vehicles condition and performance, which ultimately cut my trip short I trust that Zipcar values its customers and will address this matter promptly and fairly. Please confirm receipt of this email and let me know the next steps toward resolution.

  Business Response

  Date: 04/17/2025

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

  Customer Answer

  Date: 04/17/2025

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