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 Inc

  5856 NE Columbia Blvd Portland, OR 97218

• 

  Zipcar

  191 2nd St San Francisco, CA 94105

• 

  Zipcar

  654 Seymour St Vancouver, BC V6B 3T4

• 

  Zipcar

  205 - 147 Spadina Avenue Toronto, ON M5V 2L7

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:12/16/2022

  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 used Zipcar I few times.. My last trip was told because my car was a few min late, there's a 50$ late fee, despite transponder and parking access issues. I try to make the payment with my card on file and I recieve a prompt to update payment, I do it. A few months later I need a car, so I open the app and see it's asking me to update payment and to pay ****** overdue to reactivate my account. I'm confused by this because I did this step months ago. I again put this info in, this time it asks me to reach out to customer service. I wait a while to speak to someone, explaining experience and attempt to update my account. I'm told I have no account with them bc i owed a balance for 90 days. I was logged into the app at the very moment of this conversation, so I was very confused. How do I not have an account and I'm here in it? I asked the rep.. ** tells me the app and site info is not accurate on my end because although I can log in, see my trips, and they are asking me to ' make payment to continue using Zipcar' i have no account. Even worse, they say I cant pay the mere ****** owed because they sent it to collections. I explained I took care of this through the app earlier, and asked how this is fair when I was not notified on something being wrong with my payment. The rep was very dismissive and rude, essentially said they dont care what the app is saying because my account don't exist on their end. I asked how are they not responsible for Inaccurate information on their app and website? I got no answer beyond it being like that. the 'make payment ' button won't work even though it says it. I was denied my request to speak to a manager, And the rep ironically tells me I should have 'checked the app again to see it was overdue' But just earlier said the app was 'not accurate information ' . This company has extremely predatory practices , has no responsibility for internal errors, and unbelievably poor customer service Please beware!

  Business Response

  Date: 12/22/2022

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

• Initial Complaint

  Date:12/16/2022

  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.

  On December 16th, 2022 I checked my checking account balance only to find that Zipcar had charged me $80 for a "violation".I was totally blindsided by this. They had sent me no notice, via email or by phone to tell me that I had incurred a violation on one of my trips so I called their office. They explained to me that this was a bus lane violation, which I explanined to them that the location of their garage sits right in the center of a bus lane where you need to drive through when exiting the garage and you must drive down the same road before you can turn left or right to get off that street. I told them that this was unfair of them to charge their customer for a violation from the city, when it's not my fault they picked this location for their *********'ve been a zipcar member for many years. I've never gotten any tickets in the whole time that I've been a member. I asked that at the very least they give me some kind of credit. They took this money from my account just around the Christmas Holidays, it was not en expense that I could afford and their supervisor ***************************** and their rep ************************** re-iterated over and over that they could do nothing about it. They wouldn't give me a refund or a credit. Upon looking at *** Parking Violation website, they have about $650 worth of bus lane violations for November and December for the same plate of the vehicle that I had rented from them in October. This leads me to believe that every customer who rents a vehicle from this garage is incurring the same violation through no fault of their own. Which is not fair, had I known this I would have picked another location. They have not removed this location as one of the choices to pick up from and there are dozens in the City so I'm sure many other customers are going to be hit with this fee. Furthermore, the violation itself was only $50, but to add insult to injury they charged me another $30 on **** of it all.

  Business Response

  Date: 12/22/2022

  We have reached out to the member, confirmed the charge was in accordance with the member contract, and believe the matter to be resolved.  

  Customer Answer

  Date: 12/23/2022

  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:12/16/2022

  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 have been a ZipCar user for close to 7 years now and have had a good experience for the most part. I live in *************, ** where parking isnt the easiest. So, ZipCar has been a good alternative from buying a car. In 2020, I talked to ZipCar reached out and offered a new city plan in which you pay for the mileage at .58 a mile which is perfect for my situation. So, I switched over to this new plan. In doing so, I found that I would book a trip every weekend for 1-2 days at a time. I now tend to spend about $7,500 a year with them. I booked a car for the weekend (Dec. *****) and had hoped to knock out some chores. it rained which changed my plans. I drove about 10 miles to a dog park on Saturday to allow my dog to get some air, then stopped for some food along the way home and ended up calling it a day. At *** 30 miles. Sunday, I drove to another park and allowed my dog to play for a bit, then had lunch along the way home, and stopped to put $50 gas in to be mindful of the quarter tank rule. I then called it a day. This was about ***** miles. My usage of the car was done and parked back in its stall. The next day I got my bill and it showed I drove 468 miles which was far, far off from what I know I drove which was about 100 miles. I called to discuss this and the opened a case to review what happened. The review came back and they determined I drove those miles and need to pay. They then also changed my plan out from what I had into something different indicating it is no longer a plan. To compensate this experience, they said they wouldnt charge me the $9 initial month fee. I was very irate and gave them a call. In talking to the highest manager I could, they said there is nothing I can do and that I need to pay the bill. Im on auto pay which allowed them to pull the funds. This is very upsetting to think they can charge me what they want and get away with it. Im not sure what to do and hope that this forum can help.

  Business Response

  Date: 12/21/2022

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

• Initial Complaint

  Date:12/16/2022

  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.

  ZIP CAR HA BEEN BILLING ME FOR 3 YEARS ON A PLAN I NEVER ORDERED, NEVER RENTED CAR. THEY ARE ABUSIVE IN THE FAKE BILLS THEY SEND. I CALLED THEM YEARS AGO ABOUT THI TO CANCEL THE ACCOUNT, REMOVE MY NAME. I DID NOT RENT A CAR FROM THEM I CALLED THEM MANY TIMES TO TELL THEM I DO NOT WANT AN ACCOUNT OR TO RENT A CAR SINCE 2018/19. HARRASSING BILLS WHICH ARE FAKE

  Business Response

  Date: 12/21/2022

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

• Initial Complaint

  Date:12/12/2022

  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 rented the Zipcar and was charged with low- fuel for $33.90. Zipcar shows that I submitted the car with low fuel however to my calculation it does not show as low-fuel in the car or it was not less than 1/4th of the gas tank. I explained to the Zipcar agent, there was an accident situation on the road which was prohibiting me to go to the nearest gas station with the time constraints, but still, they did not consider it. What is the point of this fuel cost, this is not fulfilling the claimed inconvenience to the next customer. No one is becoming a winner here except the Zipcar corporation. Zipcar is taking these late fee charges or fuel charges for their own gains. I demand my money to be returned to my account because there is no legitimate reason to charge me for fuel cost when it was not less than 1/4th fuel tank. Zipcar does not deserve the loyalty of a customer if they do not consider the situation.

  Business Response

  Date: 12/15/2022

  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:12/12/2022

  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.

  Zipcar charged me a late fee when I didn't return the car late. They refuse to provide any information on how to dispute the charge and they will not look at the data log associated with my ********, that was used to lock a the car at the end of my reservation.

  Business Response

  Date: 12/19/2022

  We have reached out to the member several times and received no reply, and as a result are unable to work with the member at this time.  

• Initial Complaint

  Date:12/11/2022

  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.

  1st problem Why is zip car charging 26% tax on one product, rental of a vehicle ? since I joined zip car untill the end of 2021 i was paying a monthly fee of 50$ that went towards the rental of a zip car vehicle. Now its been ***** When you book the car that 50$ driving credit goes towards the rental, which then they charge the tax when you book the car. Like a gift card. Then you pay the tax on the vehicle when you book. As of jan 2021 they charge tax on both why are they allowed to do this ? Problem 2 Long story short zip car gave me a credit which didn't apply to my monthly payment i called them up to ask why it did not, the representative did not know anything about the email that was sent nor could not explain why the 50 credit on my account did not reflect my monthly payment. then when I paid my monthly payment it did not show up on my driving credit either.. when I called them up to resolve this matter zip car was unhelpful... listed below is the time line of events. Oct 13th Paid renttal of zip car from my bank account $117 Oct 16 Zip car monthly due ***** did not have in my bank account to pay Oct 19th Received an Email from zip car they had charged me in wrong currency usd instead of cdn. I then checked my account I had 50 driving credit from what I assumed was from that email. Since my monthly payment was due i wonder why that 50 dollar credit was not reflecting that my monthly Payment was paid. Oct 26th When I called to ask why that $50 driving credit was not applied to my monthly zip car support knew nothing about it... they did not know about the 50$ credit or the email that they sent me Oct 19th. I had to send them their own email back to them about charging me in wrong currency.... matter was not resolved. Oct 27th I made my payment of $***** for the monthly payment, but it did not reflect on my driving credit.I called at 8 am wanted to know why my payment was not reflecting on my (continues)

  Business Response

  Date: 12/14/2022

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

• Initial Complaint

  Date:12/08/2022

  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.

  On December 6th at 430pm I was scheduled to pick up a Zipcar *************************************************************. Upon arriving in an Uber to retrieve the car there was no *** in the spot stated it will be. After waiting several minutes I called Zipcar customer service number I spoke with the agent she assured me the previous renter time was due back at 430pm. Another couple of minutes the car arrived not cleaned smelled like marijuana and the biggest thing no gas 3 miles until emptied. All of these concern were mentioned with the initial agent on the evening of December 6th. Yes she did mention another car in which it was too far it was raining I had no way of getting there. Zipcar advertises a gas card to use there was no gas card I paid for the gas. This is not the biggest issue the biggest is the customer service every agent was not helpful they refused to give me any corporate info I just like a full refund

  Business Response

  Date: 12/14/2022

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

• Initial Complaint

  Date:12/08/2022

  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 created a Zipcar account on December 2nd had only two trips now on December 8th there stating that they closed my account due to chargebacks equaling to 300$ USD HOW IS THIS POSSIBLE if the two trips were 79$ each.. then they refuse to tell me what bank charged something back. When was it charged back. What trips were charged back. They just closed my account. And WONT REFUND ME MY MONEY AT ALL

  Business Response

  Date: 12/14/2022

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

• Initial Complaint

  Date:12/07/2022

  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 made a reservation on 12/7/22 for a Zipcar rental on 12/22/22. I chose to leave from a different location and cancelled the first reservation. (Zipcar has a free cancellation policy up to 24 hours prior to a trip longer than 8 hours.) I then made a second reservation on 12/7/22 for a rental from a different location on 12/22/22. Zipcar immediately debited my bank account for both reservations even though I cancelled the first reservation and had not even used their services for a cancellable trip up to 12/21/22. They debited $126.84 for the cancelled reservation and $142.69 for the future cancellable reservation from my bank account. I called and spoke to a manager named ***** who refused to reverse the charges immediately. They said the correction would be made in 3 to 5 days which is unacceptable.

  Business Response

  Date: 12/12/2022

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

  Customer Answer

  Date: 12/12/2022

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