Business Profile
Auto Rentals and Leasing
Zipcar, Inc.Headquarters
This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Zipcar, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:12/28/2022
Type:Service or Repair IssuesStatus: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.
This business has taken $7.21 out of my account every month for 14 months after I asked charges to be reversed on Nov 2021. I cancelled the service within 24 hours of signing up for it and have since paid for it every month. The purchases are unauthorized and I have attempted to email them multiple times.Business Response
Date: 12/30/2022
We have reached out to the member and believe the matter to be resolved.Initial Complaint
Date:12/27/2022
Type:Billing IssuesStatus: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.
There was a balance is $8.40 I believe on my Zipcar account. And I tried to pay the balance and it wasnt allowing me to. So I spoke to two different representatives and they couldnt help me either. Instead Zipcar decided to deactivate my account for no reason. And they wont allow me a refund of my one year membership even though they are deactivating my account for no apparent reason. And they keep sending me emails saying if I dont pay the balance, itll be sent to collections, but theyre not allowing me to pay the balance. Ive been trying to talk to them but they keep saying that theres nothing they can do.Business Response
Date: 01/04/2023
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 01/04/2023
[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:12/27/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have rented a zipcar on 12/26/22. I payed a state sales tax $31.31. After I returned the car on the same day before 11:30pm Zipcar charged me state sales tax again worth $67.52 and customer service cant tell me why. I want a refund for the extra charge. No one explained why im being charges twice for state tax. And I want to cancel my membership.Business Response
Date: 01/03/2023
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 01/03/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Tamaine
Initial Complaint
Date:12/25/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I applied for a stundent zipcar in *******,******* and I see no cars at 14$ fix it or else ima *** for false advertising.Business Response
Date: 12/30/2022
We have reached out for additional information and having not heard back believe this matter to be resolved.Initial Complaint
Date:12/22/2022
Type:Product IssuesStatus: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 paid $70 for a yearly membership on July 14, 2022. I received notice that my membership was terminated on December 21, 2022. The notice of termination cited my "driving record" which didn't make any sense to me. I obtained a copy of my driving record from the *** and there are no violations listed. At this point rather than salvage the membership I just want a pro-rated refund of my yearly dues for the seven months I will not be able to access the service for which I have already paid. I also made a phone call before the attached text-based conversation, during which I was similarly told that it is not their policy to give a partial refund for terminated accounts, and during which they were also unable to share with me what detail in my "driving history" put me in supposed violation of their terms.Business Response
Date: 12/30/2022
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 12/30/2022
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:12/22/2022
Type:Service or Repair IssuesStatus: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.
Today, 12/22/2022 I rented a car and called them to explain that there was traffic and I would be a couple of minutes late. I asked them to inform the next person renting the car. And still they charged me $61 of late fee. There is zero flexibility and I will no longer use them. $130 tonuse the car for 4 to 5 hours. That half of a car payment. I would like some sort of refund o the late fee.Business Response
Date: 12/28/2022
We have reached out to the member and believe the matter to be resolved.Initial Complaint
Date:12/22/2022
Type:Service or Repair IssuesStatus: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.
Today (12/22/2022) I rented a car from ZipCar. The total was $ ******. I picked up the car from the location located on *****************. Upon picking up the vehicle when we opened the doors it smelled intensely of Marijuana and I submitted various pictures which showed the marijuana shavings and in addition how incredibly filthy the car was including food left behind etc. Im a government official who needed to use the car to travel to my office how unprofessional would I look going into my work space smelling and being dirty from all the filth left in the car. It is unacceptable.I spoke to a supervisor and a representative who offered me $9.00 as a way to resolve the matter. No consideration towards the car cleaning and also then offered me a vehicle in a location which was according to them a 13 minute walk who told them that I can walk? Perhaps Im handicapped, and getting to this location was likely the best I could do- where is the accommodation and the best interest of the company? This company is horrible and I would like a full refund for this trip and all the troubles incurred which they refused to do. In addition I would like to receive a full amount for the money spent on car cleaning which was another $60.00.Business Response
Date: 12/28/2022
We have reached out to the member and having received no response, believe the matter to be resolved.Initial Complaint
Date:12/21/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been maintaining my Zipcar business membership since 2016. It costs $35.79 annually. I had over $200 in driving credit in my Zipcar account. Today when I went to use that credit, it was gone. I spoke with two customer service agents at ********************** and they refused to help me. They stated that "all driving credits expire" so my driving credit "must have expired," however they could not provide the exact expiration date. They were unable to find proper records of my driving credit even though I was able to see the driving credit in my billing history, as it has paid for the annual membership fee as recently as April 10, 2022. I have diligently paid the membership fee to have my zipcar business account on hand. I am disturbed by the improper record keeping (or lack thereof) displayed by Zipcar. All I want is to get my driving credit, roughly $200.Business Response
Date: 12/28/2022
We are actively working with the member to resolve the issue.Initial Complaint
Date:12/19/2022
Type:Product IssuesStatus: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 12/18/2022 at 10:00 a.m. I contacted Zipcar via my cellphone and informed the representative that the car which I reserved was not at the designated area. I informed the representative that I was outside and that it was cold and asked her to contact the driver of the vehicle to find out if the car was on its way. She told me that she could not contact the current user and that there were no cars available in the area. She stated that she could get me a refund and I explained that I needed to transport someone to the airport. She asked me to provide her with the zip code of a location where I did not mind traveling to for another car. I explained that it was wrong for her to suggest that I, the consumer who has already paid for a service which Zipcar has agreed to provide. I told her that I also did not think that it was fair for me to spend additional travel money to rectify the situation. I informed her that I believed that I was entitled to some type of discount but she refused. I gave her information as to where I would go and she found a car. I traveled to the new location and upon arrival I called Zipcar for I did not receive an access email code to enter the vehicle. A male representative told me that the system was down and that he could not unlock the vehicle. I explained to him how frustrating the situation is and that I wanted an immediate refund to that I could use another car rental service and he told me that a refund would be provided within 3 - 5 days. I explained that I am a 57 - year old man who has been traveling outside in cold weather and that he needed to find a way for me to procure a vehicle. He told me that he understood and I explained that I expected not only the $159.00 for the rental car but additional compensation for my emotional suffering due to the situation which was Zipcar's fault. He stated that he was going to hang up the phone due to my foul language and I apologized and told him to do what he could to send me the $159.00.Business Response
Date: 12/22/2022
We have reached out to the member and believe the matter to be resolved.Initial Complaint
Date:12/19/2022
Type:Product IssuesStatus: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.
My ZipCar membership has been cancelled based on ZipCars errors and ZipCar will not provide me with an escalated appeal contact or ombudsperson to resolve the issue. I WANT SOMEONE AT ZIPCAR TO REVIEW THIS CASE AND REINSTATE MY MEMBERSHIP.On 12/9, I reserved a car from ***** AM to **** PM. While using the car, I noted that I would not make the **** PM drop off and texted ZipCar twice to extend the rental 90 minutes and then 60 minutes, to end the reservation at 6 PM. At no point, did I get a text response from ZipCar stating that I could not extend the rental. I had no reason to think I could not extend. I returned the car at **** PM on 12/9.On 12/10, I received an email summary from ZipCar stating that they were adding $100 late return fee. I emailed them back and provided a screen shot of the text showing that I had the rental until 6 PM and asked that the fee be removed.***************************** responded at **** PM on 12/10 stating that they were cancelling my membership, based on other incidents of late returns in 2022. She also stated that I had been warned in writing that my membership was in jeopardy. I responded that neither of these statements were true. I did receive a late fee on 11/19/22, but this was waived by Zipcar when I showed them the text I sent extending the rental. I also received no notice or documentation that my membership was in jeopardy.I responded four times to ****************** on 12/10 with only a cursory response that I was terminated. ZipCar has not addressed the substance of my arguments nor provided me with a means of escalating the appeal. I have called ZipCar to ask for an escalated contact or an ombudsperson and they state that they do not have this information. I feel that I have acted in good faith and am being terminated without due notice or cause. I would like my membership to be reinstated and the late fees removed.Business Response
Date: 12/28/2022
We have reached out to the member and are actively working on the issue.
Zipcar, Inc. is NOT a BBB Accredited Business.
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