Complaints

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

close

Find a Location

Zipcar, Inc. has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/13/2025

  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.

  From February 24-march10 Zipcar allowed someone to charge my debit card over 10 transactions to purchase their rental cars. I have no account or license to ever have dealings with them. I filed a dispute and Zipcar is giving me a hard time tryin to make it seem like I used the account .

  Business Response

  Date: 04/18/2025

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

• Initial Complaint

  Date:04/10/2025

  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.

  Legal Review:I strongly advise against booking with this company due to a highly disappointing and costly experience. I utilized the Zipcar with **** partnership, which is marketed as allowing users to rent a vehicle for the purpose of completing **** rides.On [insert date], I rented a ****** Corolla at approximately 11:30 PM. Upon initiating the rental, I discovered that the vehicle was not linking to my **** driver account as intended. I immediately contacted both **** and Zipcar to resolve the issue. After several hours of troubleshooting, I was informed by **** support that Zipcar had failed to provide any of the necessary documentation (including the vehicles inspection, insurance, and registration). Due to this, the vehicle was not eligible to be used on the **** platform.When I reached out to Zipcar to explain the situation, I was told I would need to return the vehicle, but that no refund could be issued due to time and mileage already used. Additionally, the supervisor I spoke with (*****) stated that I could not be transferred into another vehicle unless I paid an additional $100.I have retained video recordings and screenshots of all relevant conversations and communications, should further verification be necessary.This experience reflects a serious failure in the services advertised partnership and a lack of proper vehicle provisioning, resulting in both financial loss and wasted time.

  Business Response

  Date: 04/14/2025

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

  Customer Answer

  Date: 04/14/2025

  [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:04/08/2025

  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.

  I am a former Zipcar customer whose account was abruptly suspended without explanation shortly after I submitted a formal complaint regarding repeated service failures and a demand for compensation. I attempted to contact Zipcar multiple times over the span of months with no response. Despite suspending my account and denying me access to the service, Zipcar continued to charge me membership feessomething I was told I could not dispute until their review was complete.On April 8, 2025, I finally received a vague email stating my account was permanently closed due to disruptive activity, with no further explanation or proof provided. This came after months of being ignored and appears retaliatory in nature.I am requesting the following:A full refund of all membership charges incurred during the suspension period A formal written explanation for the alleged disruptive activityAccountability for Zipcars lack of transparency, communication, and unethical billing practices Desired Outcome:I would like a full refund, a formal explanation of my account termination, and a public acknowledgment of Zipcars mishandling of this matter. I am also seeking damages for the emotional distress and inconvenience caused. If not resolved, I intend to continue pursuing legal action and consumer protection filings.

  Business Response

  Date: 04/14/2025

  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: 04/14/2025

  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 # ********.

  I reject the businesss claim that this matter has been handled fairly or resolved.
  
  Zipcar failed to acknowledge or respond to my original formal complaint submitted in January 2025 until I escalated the matter to the BBB and other regulatory agencies. Their eventual responses were dismissive, contradictory, and failed to address the core issues of repeated service failures, unsafe vehicle conditions, and emotional distress caused by their negligence.
  
  Additionally, their justification for suspending my account is inconsistent with the actual timeline of events, and I have since had to pursue legal action due to their refusal to take accountability or offer a reasonable resolution.
  
  I do not consider this matter resolved, and I have already initiated a formal complaint with Zipcars legal department. I will continue to pursue this through legal and public channels until it is addressed with the seriousness and integrity it warrants.
  
  Regards,

  Shelyce

   

   

  Business Response

  Date: 04/14/2025

  We have reached out to the former member and verified that the issue was handled in accordance with the membership contract. Based on this, we believe the matter is resolved, and the former member has been compensated fairly according to our standards.
  

  Customer Answer

  Date: 04/15/2025

  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 # ********.
  

  I reject the businesss claim that this matter has been resolved or fairly handled.
  
  
  Zipcars continued reliance on our standards and contractual terms does not excuse the harm I experienced, including being stranded with my children in unsafe conditions, ignored for weeks, and then having my account closed without valid explanation.
  
  
  Following policy is not the same as doing what is rightespecially when that policy results in avoidable distress and negligence. Their refusal to take accountability or offer fair compensation reinforces my decision to move forward with legal action, which is now in progress.
  
  
  This matter remains unresolved, and I encourage the BBB to keep this on record for the protection of future consumers.

  
  
  FAQ
  
  Regards,

  Shelyce

   

   

• Initial Complaint

  Date:04/05/2025

  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.

  Zipcar denied my application for membership. Initially they said it was because of my license, as I was waiting for a enhanced license in the mail. I tried to explain that in Washington State the license I provided was valid and not provisional, but they did not accept that reasoning. When I complained that I believed they were violating the following statutes, they shifted their reasoning and claimed a different denial based on my driving record. I believe I may have been retaliated against due to my complaint. RCW 19.86.020 Unfair competition, practices, declared unlawful.Unfair methods of competition and unfair or deceptive acts or practices in the conduct of any trade or commerce are hereby declared unlawful.RCW 19.86.093 Civil actionUnfair or deceptive act or practiceClaim *********** a private action in which an unfair or deceptive act or practice is alleged under RCW 19.86.020, a claimant may establish that the act or practice is injurious to the public interest because it:(1) Violates a statute that incorporates this chapter;(2) Violates a statute that contains a specific legislative declaration of public interest impact; or (3)(a) Injured other persons; (b) had the capacity to injure other persons; or (c) has the capacity to injure other persons.I would like the payment for my application refunded in full, and a review of their business practices as I believe they may not be in compliance with Washington State consumer protections.

  Business Response

  Date: 04/11/2025

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

• Initial Complaint

  Date:04/01/2025

  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 rent cars daily from Zipcar. *** had issues with them before. When it comes to billing, they need to get it together. I paid at 6:03 AM after attempting it at 6:00 AM on the morning of April 1 for my third day in a row of continuing to rent a car They took the payment on the second trial because the Internet didnt allow it on the first try I screenshots and receipt of the extension. I drove the car with no issue for the first 3 1/2 hours of a ************************************** at 10 oclock. Have the car locked on me while I was inside of it and sent a bill of a $789.12 and told that I did not extend it and that Im being charged for a towing fee and the fee on the car itself doesnt even up. I only pay $99 and they charge me 180 for the rental. They always messed the bill up and this is getting old and embarrassing. I want all my money back from that day. They locked the car up and then ignored me and on the phone I put the bank on the phone with them. ******** told them personally over the phone line that they took it aftera rude lady on the phone or giving me down and told me it was my fault. We are in a locked contract being Uber drivers and we are only allowed 24 hours at a time we cannot book cars for duration less therefore when we push the extend button that is all that can be charged for somehow they tried to tell me that I payfor a half hour, but thats not a contract. This is legal in binding that **** has with them as they let us know on the phone the time we cant do anything but rent a car 24 hours at a time and the only way that changes if we return the they have to credit us back the money, but I didnt return the car. I was using it as I stated I was locked inside of a-car while I was drinking coffee that I paid for taking a break while I was working I lose time and money and fall behind on bills due to the negligence of how they handle things and they need to definitely work on those people on the phone lines. This is bad business

  Business Response

  Date: 04/09/2025

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

  Customer Answer

  Date: 04/10/2025

  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:04/01/2025

  Type:Order 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 or about 3/28/25, I entered into a binding rental agreement with Zipcar, Inc., whereby you covenanted to provide a vehicle in operable condition for the agreed term. In exchange, I tendered payment of $112.84. Notwithstanding your express and implied duties, Zipcar breached the agreement by furnishing a defective vehicle and failing to deliver the contracted service. As a direct and proximate result, I have suffered damages totaling $164.17 total, including the **** rides I had to take to and from Zipcars location.

  Business Response

  Date: 04/07/2025

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

• Initial Complaint

  Date:03/29/2025

  Type:Billing 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.

  Zip car tried to charge my card $77.20 on 3/28/25 for a parking violation. I used their rental from 2/11/25-2/12/25. The home location of the rental was ********************************** in a garage. This is where I returned the vehicle back on 2/12 at around 12:11pm and left with a different vehicle. They are trying to charge me for the vehicle that I returned and was no longer in my possession. The ticket violation they sent me by email, shows the charge is for that car exiting the garage on 2/13/25 at 11:19am. How are they trying to charge me for entering the garage in which their home location parking spots are in there. I have tried calling several times within the past 2 days, and they keep disconnecting the line, wont put a supervisor on the line, or will have me on hold for 10 minutes before finally disconnecting. Now today I get an email saying I owe them $87.01. I havent even used their service in over a month. I just want them to adjust that per billing and stop trying to charge my card. They can also deactivate my account after this.

  Business Response

  Date: 04/01/2025

  We have reached out to the member and believe the matter to be resolved as we've approved the member's request, thank you.

  Customer Answer

  Date: 04/07/2025

  [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,
  
  Passion *****

• Initial Complaint

  Date:03/28/2025

  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.

  On 03/28/2025 I logged into ZipCar app to rent a car. I went to pay for the monthly service and I was charged $27.15 for an application fee. I wanted to rent a vehicle today and was told that it would take 48 to 72 hours to rent the vehicle. I was also told the business was about to close. When I tried to dispute it, I was told that it would take 2-3 business days to be resolved. I have the screenshots that says that I was blocked from cancelling the ******************* that says it will take 2-3 business days to be resolved.

  Business Response

  Date: 03/31/2025

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

  Customer Answer

  Date: 04/14/2025

  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. 

  Hello I have Not been satisfied with this Response All the other people I know Didn't have to pay an application fee at all So Why Did I had to pay an application fee! 

  Business Response

  Date: 04/14/2025

  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: 04/15/2025

  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. 

  I Am Not Happy With the way ZipCar Tried to hurry up and brush me off I want to know Why Did They feel so comfortable Charging me for the App In the 1st Place No one Else here had to pay A Application fee until I challenged them then they waited a couple of hours after telling me it would take 3 business days to get my Money back so I see on the 28th I got a refund for the inconvenience I Want A Whole Lot More For holding my Money Hostage and Mental Anguish they Abused my Trust and I want Way More than $27.15. 

• Initial Complaint

  Date:03/25/2025

  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 rented a Zipcar on January 14, 2025 from 7:30am-8:00pm. I returned the car on January 14, 2025 at 7:31pm. The return date, time, and location are reflected on my account. I received an email saying I've been charged $71.87 for a parking violation. The parking violation not only occurred on January 15, 2025 at 3:17pm (the following day after my booking), it was in a city I never even went to during my booking on January 14, 2025.Zipcar and Zipcar customers know you can only access their vehicles during your booking window. Also all Zipcars have GPS trackers in them and Zipcar has access to the vehicle's location history. So I was charged for a ticket on a day I didn't have the car, nor had access to the car. Zipcar has the vehicle history showing I returned the car on the right date, at the right time, and to the right location. Yet I'm being charged for a parking violation that I have no affiliation with. Zipcar is taking advantage of their customers. ******* charging customers with fees. ******* charging customers with violations.

  Business Response

  Date: 04/01/2025

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

• Initial Complaint

  Date:03/24/2025

  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.

  September 17, 2024 I made a Zipcar Account and Paid for A Monthly Membership in the amount of $25.00 plus an additional unknown charge of $1.95. Once I was approved to rent a vehicle, I booked a ***** HR-V temporary with the license plate of #*******. I was supposed to be charged $88.50 which was the daily rental cost for that vehicle, but I was given a discount of $10.00 as a promotional credit. Along with the promotional credit the vehicle came with *************************************** #**** was charged $70.64. When I picked up the vehicle from the airport located at *************************************************, the vehicle was filthy and that is an understatement. The Zipcar had visible dust on the outside and inside and there were stains on the seats, as well as dust on the touch screen. It was crumbs, pet hair and dirt on the floors and mats, and a strong smoke smell, I immediately called the company to explain to them the type of condition the car was left in. I also requested to switch cars since I was standing next to a car that looked cleaner, and An agent named ******* told me that that car was already booked, and they had no more available vehicles, so if I didnt take the one I had i would just have no transportation at all. I told ******* that I didnt have a problem with taking the car to be cleaned myself, I made it clear that I didnt want a refund, I just wanted to be credited for the day for the vehicle and she agreed that would be fine. I took the vehicle to Soapy Joes **************** *******************. I paid $13.00 for the exterior wash, I also wiped the windows down myself, and vacuumed the front seats. I did not have time to do the back because I was in a rush to pick my kids up. ( Im uploading a photo with a continuation so I dont run out of space )

  Business Response

  Date: 03/31/2025

  We have reached out to the member and are actively working to resolve the issue.