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

  205 - 147 Spadina Avenue Toronto, ON M5V 2L7

• 

  Zipcar

  429 Forbes Ave Ste 1606 Pittsburgh, PA 15219

• 

  Zip Car Inc

  717 D St NW Washington, DC 20004

• 

  Zipcar

  3900 Lomaland Dr San Diego, CA 92106

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:02/07/2023

  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.

  Zipcar states on their site that they pay for fuel. I've rented cars that have gas cards that don't work or are not in the car. I've paid for fuel myself and was not reimbursed due to a receipt not being accepted.

  Business Response

  Date: 02/09/2023

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

  Customer Answer

  Date: 02/09/2023

  [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:02/04/2023

  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 purchased a zipcar rental for 11 am to 11am February 2nd through the 3rd. I had a charging issue with their car charging port in the car and called customer service letting them know I need a car to be able to charge my phone. They said I could get a new car but that would take some time and further from my original pick up location or I could add 15 minutes to *************. To where I return the car at 11:15. I said thats fine Ill take the extra drive time. So I accepted the extra drive time and returned the car back at 11:08. I was then charged a late fee. I called customer support and they said they would solve the problem and no late fee should be applied. They have now tried to charge my account 2 other times for ***** the late fee even though the late is suppose to be 50 dollars???? I would like this resolved as everyone I have talked to from zipcar now is saying there is nothing they can do and I have ti pay a late fee, even though I returned the car at 11:08.

  Business Response

  Date: 02/09/2023

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

• Initial Complaint

  Date:02/03/2023

  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 Zipcar email is ********************** On feb 1, 2023 I rented car ***** civic, guaradian ******* plate 11ABEN from 12 pm to 2 pm, at **********************************************. I returned the car around 1:55 pm, went to the grocery store, then took the bus home. I then received an email how I was almost charged an extra fee b/c I was 1 minute late but this is a complete lie, and its obvious Zipcar is overcharging customers. After I returned my zip car I walked to the grocery store and I have included the receipt where I am seen checking out at 2:09 pm. If I truly returned the car at 2:01 pm there is no way I am walking to the grocery store, shopping and checking out within 8 minutes. Zipcar needs to be on your radar, because their attempting to overcharge their customer by billing them for time not used. This is a very serious matter, because Zipcar will just take all your money with out warning and you wake up with no money because Zipcar wants to rob you, and thats not right!

  Business Response

  Date: 02/06/2023

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

  Customer Answer

  Date: 02/06/2023

  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 # ********. No one has gotten back to me, I have not received a phone call or an email, so thats a complete lie. From where that car is located on the corner of ******** ave & ****** st to the Market district i grocery shopped is at least a 12 minute walk. If I truly returned that car at 2:01 pm there is no way I could have walked to the grocery store, shopped for all my items whether in stock or not, and go thru the check out process in 8 minutes. Then to give me that little note like be on time or well charge you was really condescending.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 02/13/2023

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

• Initial Complaint

  Date:01/27/2023

  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.

  Hello,Zipcar a company I have been a member of since 2016 have closed my account all the while I was attempting to keep my account open. On August 15, 2022 several days prior to my annual fee being due I notified there would be a delay of payment. I came in agreement with them to keep my account opened, but suspended until November 26, 2022 to allow for time to get my payment to them without having to reapply and pay an application fee again. Fast forward since November 2022 I have been back and forth with Zipcar to pay my annual fee. I have attempted to resolve my issue by phone and email. As of today my account have been locked. I have to rejoin and pay more money. To my knowledge Zipcar have made note of other members having problems finishing their application process but no real answer to solve the problem have been clearly stated. I just want to pay my membership fee and have access to rent a car at the rate I was given. Help

  Business Response

  Date: 02/01/2023

  We are actively working with the member to resolve the matter.  

• Initial Complaint

  Date:01/27/2023

  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.

  On January 17th 2023, I booked one of Zipcars car, a ******* ELANTRA from 7:30 AM- 11:30PM. after getting the car late because there was an issue with trying to unlock the car through the app. I just to happened to glance at the odometer which its last 3 numbers were 719. I then picked up my partners son in *********** from ********* around 8:10am and took him to school at Burbank elementary in ******* from there, I then started to go to *******************, but change my mind. I was on the 238 highway. I then went back home to ********, which is right across from where I picked up the car from the ********* station on ****** and ****** arriving around 9:30 AM. Ive been sat for about 30 minutes then went to Whole Foods on telegraph to do an Amazon return for one of my packages, and then to ***** on ******** to do a return for that package. Then to ****** in San ***** and back to my place on ******. Around 1:15 I headed back out to pick up my partners son from school in ******* and dropped him off back in *********** around 2:58pm. I then headed back to berkeley to get some food from La Burrita which happen to be right up the street on ******* and then got my partner some food from ***************** which was down ********. This was around 4:30pm.After getting food I parked the car back on *************** front of the ********* station and went inside to do my hair. Around 7:00pm I realized I no longer needed the car so I decided to change the booking to end it at 7:30pm. Once returning the car less than 100ft. Back to the gas station. Which when i glaced at the odometer the last 3numbers has still started with a 7, I received the invoice that I was over miles. I instantly called zipcar to tell them i was being incorrectly charged and was told it would be esculated because EVEN THE REPRESENTATIVE SEEN THERE WAS AN ISSUE WITH CONNECTING TO THE **** 3 days later no response as I went onto my account and had to refile a claim that was never originally submitted.

  Business Response

  Date: 02/01/2023

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

  Customer Answer

  Date: 02/01/2023

  [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:01/25/2023

  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.

  zipcar is charging my card ending in **** for a membership that I don't have, never authorized and wasn't aware of. I only found out by looking at my credit card statement last week and realized i was being charged for a membership. Zipcar never sent me even *one* notification of this membership for the ENTIRE YEAR or membership, Why am I being charged for a membership I do not have and never used.what have I not received even one email notifying of membership or charge?I called Zipcar trust and safety department multiple times and they provided no resolution. I called zipcar multiple times and they won't issue refund and won't cancel membership. REFUND my card and Cancel any and all memberships

  Business Response

  Date: 01/31/2023

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

  Customer Answer

  Date: 01/31/2023

  [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:01/25/2023

  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've been a faithful zipcar customer for years. I rented a car over the holidays and it was not drivable. I spoke to customer service several times while the vehicle was in my possession and told several agents including a supervisor that I was unable to drive the vehicle. I was told to try to take the car back to the original location, no roadside assistance was offered to me. I notified the agent that I have to leave the car in a safe area because I was not able to operate it. I then received an email saying my account was closed due to misconduct and I had a balance of over $300. I spoke to a customer representative today and was told that the reason I was charged is because I declined Roadside assistance. I was never offered roadside assistance. I was also told that what's done is done. Zipcar literally put me in a broken car and when my safety was in danger did not do anything to help me but charge my account and give me attitude. I was also threatened to have a charge on my credit report.

  Business Response

  Date: 01/31/2023

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

• Initial Complaint

  Date:01/23/2023

  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.

  Daughter rented zipcar through school for weekend. Got locked out of car day of return 3 hours from school. Called zip car and was told to wait for tow (was outside and all belongings locked in car) and they would contact her again. Waited an hour no tow and no call. Waited 3 more hours outside with 4 other young women still nothing-called again told priority status wait for tow. Another hour goes by no tow no call-called back said to make another arrangement to get back while waiting for tow. All money, cards, keys for school, etc. locked in car so unable to get any transportation - zip said would not pay for them to get home. With other friends who had car (full though as there were 10 of them) and they drove 1 1/2 hours away to pick up grandmothers car and 1 1/2 hours back to pick up girls so they all could get back to school. 7 hours later still waiting for tow and no help from zip car at all. Friends came back so able to drive them 3 hours back to school. Been on phone for two days since happened trying to get info on belongings. Promised car back today and belongings could be picked up and would be safe today. Got email saying not today. Called again and car still has not been picked up 11 hours later with no update on when car would be delivered and belongings being able to be picked up. Girls cannot get any food, etc. as all cards related to school in car along with keys, backpacks, etc. Getting nowhere with people you call - keep getting bounced around to a new person everytime and same story working on we will let you know what is happening. My daughter and friends need their belongings today. It has been over ********************************** for help. Thank god they were able to get another ride as the 5 young women would be stranded on the road, waiting outside in the cold if they continued to wait for zip to send a tow like they were told to. Guess they do not care about safety of members or their belongings.

  Business Response

  Date: 02/01/2023

  We are actively working on the issue with the concerned party. 

• Initial Complaint

  Date:01/23/2023

  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.

  I am the victim of Identity Theft. On 11/22/22 my zip car account was hacked zip case #*******. A criminal booked a car for $150.19 using my account. On 11/29/22 zip car refunded the $150.19 to my checking account. I thought the matter was resolved after speaking to numerous agents and my account was deactivated. On 12/21/22 I received another email saying I owed $80 for a Moving Violation #**********. In order to resolve this matter I spoke to zip car on 12/21/22, 12/27/22, 1/2/23, 1/5/23, 1/13/23. On 1/14/23 I was assigned case #******* because the case went to The *********** instead of the Violation ***********. On 1/19/23 I received an email stating my balance was zero [0]. I was informed that it was going to the resolution team and my account would be closed. On 1/23/23 I received 5 emails stating I owe $80 for the Moving Violation and that it would be turned over to a collection agency if I did not pay. I told the agent ****** that this is a form of harassment that they knew my account was hacked since they refunded the initial charge of $150.19 and I had sent a police report re my Identity Theft on 1/5/23. I would like this matter resolved once and for all and do not want my credit rating affected because of zip car's incompetence. Can you please HELP ME?

  Business Response

  Date: 01/30/2023

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

  Customer Answer

  Date: 02/01/2023

  [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:01/22/2023

  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.

  Saturday 17 December 2022 ZipCar trip 13:30h-21:00h $124.48 18:00h the car didn't open because the battery was empty.I called ZipCar and they couldn't do nothing because they didn't find anybody to fix it.After 3 hours waiting in the street and ZipCar didn't give me help, I decided let the car parked in the street, let personal things inside the car (because I couldn't open the car), sent pics the car and things inside to ZipCar support and went home by uber $25.12 and take another uber to pich up my bicycle in the parking where I picked up the car: $7.97 Monday 19 December 2022 I went to ***************** I left inside the car and I realized they had stolen 2 things: external battery $52.49 and iphone cable $31.97.Total cost is $242.03 I called to Zipcar Support and wrote a complain by email.Friday 13 January 2023 They answer me and they refund $71.26 to my credit card and $33.15 in my ZipCar account.I know I have to receive more money because they have stolen my personal things and I want cash/check compensation and will not accept "zip car driving credit".

  Business Response

  Date: 01/26/2023

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

  Customer Answer

  Date: 01/26/2023

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