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Business Profile

Auto Rentals and Leasing

Zipcar, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

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

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Zipcar, Inc. has 16 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Zipcar has repeatedly kicked off my perfectly working payment methods, and declined to charge them or let me update payment MULTIPLE times, leaving me with unpaid balances that keep me from reserving a vehicle, this leading to me missing several days of work and several doctors appointments for both me and my child. For an overcharge of three hundred dollars they offered me **** of compensation, and that took hours of phone calls to get to. If that slap In the face was not bad enough, I was eventually contacted by someone who had told me all of the prior info given by customer support was invalid and they fixed the issue immediately. Only for this issue to reoccur the next day and I am told that I have to wait 3-5 business days for a response. I have lost out on hundreds of dollars of wages due to this companies incompetence.

      Business Response

      Date: 01/26/2023

      We have reached out to the member, verified the account was processed in accordance with the member contract, and believe the matter to be resolved.  

    • Initial Complaint

      Date:01/13/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently had a membership with zip car and since I returned the car after the time frame they changed me a fifty dollar late fee and my issue is if try to pay it numerous of time and it wouldn't allow me to I spoke with many representative aget of they company many want to go on ****** chrome incognito and provide them with sensitive information in that form of ****** which is dangerous cause I dont knw if it safe I should bin able to do it on they zipcar app with same credit card information and instead they closed my membership and never refunded me full membership money and have totally discriminated against me this is the second time they done this I want an apology and I want them to clear my name of any wrong doing and allow me to a member to be able to drive cause I have disability and cant not walk long distance and travel by nyc transit systems so I'm to ask this because I fell they have targeted me in particular because of gender and race etc. And seem like they just being very discriminating against me

      Business Response

      Date: 01/20/2023

      We have reached out to the member at the email of record and determined the account was processed in accordance with the member contract.  As a result, we believe the matter to be resolved.  

      Customer Answer

      Date: 01/20/2023

      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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      Are they willing to resolve the issue. and restore my membership and let me pay the amount that owed to them. cause that all I'm asking for,

       

       

      Business Response

      Date: 01/26/2023

      We have reached back out to the member, confirmed the account was handled in accordance with the member contract, and as a result believe the matter to be resolved.  

    • Initial Complaint

      Date:01/13/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Zipcar is refusing to refund my money.

      Business Response

      Date: 01/20/2023

      We have reached out to the member and have not heard back.  As a result, we believe the matter to be resolved.  

    • Initial Complaint

      Date:01/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      was told need to complete an application to see if any cars were available. I did was charged $27.81 which was not disclosed and no cars were available. I immediately cancelled and told I would receive a refund and never got it

      Business Response

      Date: 01/18/2023

      We have been unable to locate the member with the information provided, requested more information, and received no additional details.  As a result, we are unable to assist the member.  

    • Initial Complaint

      Date:01/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I rented a car from 12 to 4 pm on January 2, 2023. I was visiting my *** and needed a car to take my mom to see my brother and then take her to the cemetery to visit my dad's grave. When I go to the first stop, the car would not lock. I spent **** minutes trying to lock the car, but he green circle just kept spinning. I tried the chat function within the app which took me to articles online. I spent another **** minutes reading the articles which did not help solve the issue. I tried closing the app and restarting but the car still would not lock. I then called Zipcar for help.The rep who answered my call had me trying many things but nothing worked. I also couldn't start the car and she was able to remotely do something so I could start it. She tried to lock the car remotely and that didn't work. I tried manually locking the doors and that didn't work. She told me there is something wrong with the car, not my app. At some point the car would not start again so we were going in circles. I was told the only option was to return the car to the pickup point (25 minutes away) and swap out a car. I told the rep that's not an option since 1)there was no other Zipcar car at that parking garage so there isn't another car I can swap with, and 2)that would take close to an hour round trip - an hour which I do not have. After ***** min I told the rep I had dropped off my elderly mom when I reached this stop and I needed to go assist her. Since the doors would not lock, I asked her to lock the engine else anyone can open the door and start the car and drive away. I spent about an hour 'troubleshooting', both my own and with a rep. That's an hour robbed from me. I called support & asked for a refund due to the horrible day I had due to the car problem I had out of my control. The rep told me the policy is he can only give me a credit, and only of $17.15 (my bill was $60.21). I then spoke to a supervisor who said he can only give me $8. See PDF file for full story.

      Business Response

      Date: 01/09/2023

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

    • Initial Complaint

      Date:12/31/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received an email stating that my account was closed due to my driving record, no detailed information was included regarding what was found on my driving record. I obtained a copy of my DMV driving abstract to look at my driving history to make sure that nothing was fraudulent on it. I have no tickets, no license suspensions, no recent accident, never been pulled over, nor caught by a speeding camera. Contacted customer support for further information regarding the closure, the representative was an unhelpful non-chalant idiot. I requested on several occasions to speak to supervisory official and she continuously refused to transfer me or give me any additional information regarding the closure. As a former customer of **********************, I am extremely disappointed in this. My driving record has nothing on it and was closed, despite them stating that something was found on my driving record. Ive always taken good care of all vehicles that Ive booked with zipcar, spent tons of money, and have referred the company to many people. I was told that someone would reach out to me regarding the matter, still I have not been contacted. To make matters worst, despite being informed that my account was closed, I was still charged the monthly fees! When I request a refund, the same non-chalant representative finally transferred me over to a supervisor. Still, I did not receive a clear explanation regarding the closure or if I will receive a refund. I am completely disappointed in this company.

      Business Response

      Date: 01/09/2023

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

    • Initial Complaint

      Date:12/30/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, I hope this emails finds you well. I rented a ZipCar back in Oct 2022. I used the Zip-car app to access my car and travel a rural part of **********. However, Zip-car failed to mail me or inform me that I needed a back up physical card, called ZipCard, to unlock the car, should my phone and app have no coverage. Zip-car said they did not have my address but I put in my credit card info with an address attached on my account and Zip-car could have contacted me to request it and send me this important card. Without this card and being unaware that it existed, I parked in a rural area and had no coverage on my phone. I left for a walk and came back to find out that I was locked out of my rental because my phone and app could not connect to the car and Zipcar had to call a locksmith. With my trip being in a rural area and I was hoping to hike and explore, I could not travel or stop my car in areas where I had no coverage. With no safe and reliable way to stop and lock my car, I could not go to the places I wished to and my trip was ruined because of Zipcar's negligence. I called to request a refund but thy only offered to refund my 1 hour out of my 2 day trip. I cancelled my subscription and was very dissatisfied at the service and decision to not refund me for the company's mistake.I am requesting a full refund for my trip since Zipcar failed to provide me with the essential Zip Card that gave me important access to my rental car. Without this Zip Card, I did not feel safe to stop my car in areas without coverage and my trip was ruined.Please let me know if you have any questions. *****************

      Business Response

      Date: 01/06/2023

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

      Customer Answer

      Date: 01/06/2023

      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.

      Zipcar gave me a 50% refund, which makes sense since I was able to use the car overall. I'll just never use them ever again lol. Thanks BBB!

      Regards,

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

    • Initial Complaint

      Date:12/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      THIS HAS BEEN A NIGHTMARE AND I CAN'T BELIEVE THAT I WAS MISTREATED AND DONE WRONG. I HAD A SITUATION THAT OCCUR ON 11/1/22 AND THE VEHICLE WAS TOWED WITH MY BELONGINGS TO AN **** SHOP. I WENT TO GO GET MY BELONGINGS AND SPOKEN WITH ZIPCAR MANY OF TIMES TO LET ME IN THE VEHICLE TO GET MY ITEMS THAT BELONG TO ME. THEY KEPT TELLING ME THAT THEY WILL EMAIL ME THEN I WILL BE ABLE TO GET MY BELONGINGS. IT HAS BEEN OVER TWO MONTHS PASS THE HOLIDAYS AND ON 12/28/22 I WAS TOLD TO GO TO A ADDRESS TO GET MY ITEMS THAT WASN'T THERE AND A WASTE OF MY TIME. THEN THEY TELL ME THAT THEY CAN'T BE RESPONSIBLE FOR STOLEN ITEMS SO I WAS SET UP AND NOW I DON'T HAVE MY BELONGINGS THAT CONTAIN MY PRIVATE INFORMATION. I CAN'T SLEEP, EAT, OR GET A JOB TO LIVE MY LIFE. I BEEN WITH THIS RENTAL SERVICE FOR A LONG TIME AND SPENT A LOT OF MONEY ON RENTING THEIR VEHICLES. THIS WAS SO HURTFUL AND NOW I'M DEPRESS AND CAN'T STOP CRYING AT NIGHT. I BEEN PRAYING TO GOD FOR HELP AND TRYING TO STAY STRONG. I COULD HAVE GOT MY BELONGINGS AT THE **** SHOP IF THEY WOULD HAVE LET ME IN THE VEHICLE LIKE I ASK THEM TO DO WHEN I CAME TO THAT LOCATION. I'M SO UPSET AND CAN'T BELIEVE THIS AT ALL.I BEEN A LOYAL CUSTOMER WITH THEM FOR YEARS AND I GET MISTREATED AND SET UP.

      Business Response

      Date: 01/06/2023

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

    • Initial Complaint

      Date:12/29/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Years ago, I signed up for a free promotion for ZipCar rental service. I NEVER used the service. As far as I know I cancelled the membership years ago.I recently received email stating I owe them a subscription fee of $70,and because the credit card I used has expired, they cannot collect this fee,so they are threatening me with a collection agency.Furthermore, their website is confusing.For example, I cannot contact ZipCar.com directly, apparently because my account is deactivated and as far as I can tell there is no email address for customer service. (I do not want to call them because such calls consume a lot of time.)

      Business Response

      Date: 01/03/2023

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

    • Initial Complaint

      Date:12/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I use Zipcar to pick up my children for biweekly visitation. Between 4-6 trips a month. Over $600 monthly. On 12/28, I picked up an electric vehicle Raiden in ****** to drive to *********** **. The car was not plugged in when we picked it up and there was no card in the vehicle to charge it. We paid to rent a car, but instead paid to sit and charge the vehicle for over an hour. We spent over an hour on the phone with the WORST customer service I have ever experienced.This made us late, and we had to pay out of pocket for charging, which is supposed to be included with rental fee. We called for assistance, and eventually spoke to ****** who mumbled and refused to listen to us. He told us that he would just tow the car and we would have to find a way home. 150 miles from home with 4 young children. He was incredibly rude, refused to give us to another agent, refused to let us speak to a supervisor. He laughed at our issue and treated us like absolute garbage. I will never give another ***** to Zipcar and I will tell everyone I know to use other rideshare services.

      Business Response

      Date: 01/04/2023

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

    Zipcar, Inc. is NOT a BBB Accredited Business.

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