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:12/07/2022

  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 rented a car from October 13, 2022 to October 14, 2022 to take my dog who was dying with pneumonia to an emergency veterinary clinic 1 mile away. I drove 1 mile away, 1 mile back and returned the car to the lot where I picked it up. Fortunately my dog made a recovery, ***** at 9:50 AM I returned to the car and drove 1 mile to pick him up and returned the 1 mile an hour later with him. All of this took place in a 1 mile radius in Williamsburg, Brooklyn The parking space in the lot was blocked, so I had to drive 1 hour around to find street parking which was incredibly inconvenient.Some time later I find I was charged for 3 tolls. The ********************************************************* at 9:20AM, the ********************************************************* at 9:32AM and ****************************************** at 9:40AM. I wasn't in the car at any of these points nor was I within 15 miles of these bridges.I call and open a dispute. They say they've assigned a ticket to my account and they'll get back to me in 3-5 days. 2 weeks go by and I don't hear anything so I call back and they say there are no support tickets associated with my account. They create a new one and once again 2 weeks go by, I call they say no support ticket. I go through the cancellation flow and they escalate to their manager who is able to assign a ticket to the right account. I get an email asking me for account information since the account associated with my phone number is defunct. I'm staring at my account page which has my phone number and active membership confused. I send additional information, they're able to find the trip but then say they have no GPS on file for the trip and I can only get it removed if I can prove I wasn't driving there at that time. This is a tech company with a remote fleet of expensive assets that doesn't know where their car is?I've used Zipcar once, was fraudulently charged for tolls and had an absolutely miserable customer service experience. I do not trust them in the future and would like the tolls and my membership refunded

  Business Response

  Date: 12/12/2022

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

• Initial Complaint

  Date:12/05/2022

  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.

  I called on Nov 25 during my car trip letting them know about the issues I was having. At 224p it texted me a reminder to extend my 3p reservation time. I replied to the message to extend my rental reservation and txt back EXT 30M so it could be extended to 330p. Typically the message will send an auto reply if the extension did not go through. So I thought it accepted the extension. I called customer service at 328p to let them know that when I started the vehicle trip it was on 25% of tank of gas i didnt have time to call them on the way to my dr **** so I called them at what I thought was at the end of my rental so they could add the 15 min to place gas in as they've done previously when the previous person didn't leave it fueled properly. The guy says your trip is already late and I said how and explained to him I tried to extend it and didn't know that the extension didn't work. He said if you can send pictures I will refund so I stayed on the phone and sent the pictures (********) which he received. Then he says it has to be adjusted after the trip so I hang up end the trip. He then sends a message and rejects the refund. I call customer service back and they say "its nothing they can do" they have to escalate to special teams who will call me. No one ever called. Then I called back again on Dec 5 2022 and he said the only reply is the rejection email they sent on Nov 26. I replied to that email and no one responded. I want my $77.34 refund as this is unscrupulous. I called at the time of my issue when it could have been fixed. They lied about approving the request. And then they ignored my attempts. Not the first time I've had issues with the text message or app extension not working its very glitchy

  Business Response

  Date: 12/09/2022

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

  Customer Answer

  Date: 12/12/2022

  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,

  Shani

   

   

• Initial Complaint

  Date:11/30/2022

  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.

  Had a wonderful Thanksgiving Day with my family until it turned into a nightmare as I was driving my zip car back home down the Sawmill Parkway on Nov 24th, 2022. The car stopped responding to my foot on the accelerator and it was slowing down dramatically that I had to quickly pull my car over to the shoulder, then these two red lights came on: the battery and red faucet icon. The incompetent agent of zipcar kept trying to troubleshoot this and get the car moving by unlocking the car and having me move the steering wheel side to side. A simple ****** search will tell you these icons means the car can't get power from the battery irrespective of the battery being full or not. It could be a cable issue etc. It just simply means the car needs to get inspected by an auto mechanic. Anyway, I ripped into ZipCar and told them they need to educate their agents about this and not trouble shoot but tell the driver to call a tow truck because the car needs to be inspected and isn't safe to drive. I will be posting this review on Zipcar website telling them their incompetence is dangerous for their clients. It took me three hours to get home and I was grateful for the ************************* parking their car behind my car, so I didn't get accidentally rear ended and waited until the tow truck came. To top it off Zipcar does not want to refund me for my trip which is crazy since they are charging up to the point of where I got off on the highway and towed. I cannot recommend this company to anyone. They don't properly maintain their car and it's a huge risk and liability to people's lives.

  Business Response

  Date: 12/05/2022

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

• Initial Complaint

  Date:11/30/2022

  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 have been a loyal ZipCar member for over 13 years with no issues in my payment history. ZipCar made some charges on my account that my credit card company flagged as fraudulent. I was able to get it worked out with my credit card company and received a new card number. As I was trying to log into my ZipCar account and update my information I kept getting rejected. I called customer service and spoke to the gentleman and I was told that I kept putting in my credit card information incorrectly and that my account had been blocked and I needed to wait 24 to 48 hours before entering again. 48 hours later, I try to enter my credit card information again and was denied. I called customer care again and ask for assistance and that was when I was told an email was sent to me canceling my account due to payment issues. Me being a loyal member for the last ********************************************* this way after all this time was inappropriate. In email I had asked to speak to whoever the top manager was. ZipCar responded with a message letting me know that the decision to terminate my account had come from the very top and please do not try to re-establish my account is that decision has been final. No one tried to assist me to look into the matter or as to confirm that this was a simple situation that was easily resolved on my end.

  Business Response

  Date: 12/06/2022

  We are actively working with the member.  

• Initial Complaint

  Date:11/28/2022

  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.

  In March of 2022 I rented a car from Zipcar in *** for the day. There was an incident with the car and claims were filed. After more than 6 months, Zipcar comes back with a determination that I owe the $1,000 deductible and automatically charged the fee to my credit card. I requested an itemized receipt for two purposes 1) to confirm the damage warranted the full deductible and 2) to see if I could make a claim against a policy I have. I called Zipcar's insurance arm- Sedgwick- they sent me to zipcar support. I went to zipcar support and after 3+ requests. they have not provided an itemized invoice that provides details on the damage. They also sent me back to ********!This whole encounter has been incredibly frustrating given I am only asking for a detailed summary.I've now had to file a complaint with my credit card and BBB.

  Business Response

  Date: 12/02/2022

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

• Initial Complaint

  Date:11/27/2022

  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 reserved a car for 24 hours. I selected car with license plate ******* and when I went to pick it up the car was filthy. Interior Covered in dust, dirt, sand, sap and pine needles. I also realized the Bluetooth didnt work. I went home and got usb and that didnt work. I tried a second usb cord and it also didnt work and car displayed error code. This car is subpar and this company is false advertising. I hd to spend almost 40 minutes on the phone trying to get a replacement vehicle in walking distance. I had to argue to get my refund after being forced to drive back and return car. They found a car 0.9 miles away but refused to offer me any discount for the long delays. I hd to demand a refund and speak to manager after being told I would knit receive partial refund. This company has lost my business and Im keeping this open until I see my refund returned to my account because it is still outstanding.

  Business Response

  Date: 12/02/2022

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

• Initial Complaint

  Date:11/26/2022

  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.

  I rented a ***** Civic from ZipCar for use on 11/24/22 until 11/25/22. I arrived to the vehicle and it was filthy with debris and garbage on interior, a strong smell drug odor, and was missing both the gas and brake pedal covers. The exterior of the vehicle had a ZipCar decal that was partially removed as well. All of this was documented in the app in real time with written and with photos. When I attempted to exit the parking garage where the vehicle was parked the transponder in my vehicle did not work. I was unable to exit the garage and was forced to contact to garage attendant via a button on the kiosk at the exit lane. The parking garage attendant allowed me to exit the garage and stated that theyd had a bunch of issues with the ZipCars transponder not working. When I attempted to return the vehicle the following day I experienced the same issue with entering the parking garage. The transponder did not work and I again was force to call the garage attendant for entry. I also called ZipCar to verbally complain and communicate delay in parking the vehicle because I was unable to access the garage. Eventually the garage attendant granted me access so that I could return the vehicle to its assigned spot in the garage. The representative at Zipcar stated that there would not be a late fee and that she could give me :15 driving credit. I indeed was charged a late fee and was insulted at the :15 driving credit offer. I escalated these issues and spoke with a Supervisor on the Floor named ***************************** who continued to insult me by saying that they could have the vehicle cleaned and give me a :15 driving credit. The Total cost was $300.65 to drive a filthy damaged vehicle that stunk so bad that I drove with the window down. . My rental time was further wasted by trying to gain exit and entry to the garage it was parked in. ***** Civic located at 345 ****** *******. The product and experience they advertise is not what you will actually get.

  Business Response

  Date: 12/02/2022

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

  Customer Answer

  Date: 12/02/2022

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

• Initial Complaint

  Date:11/23/2022

  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 November 23rd, 2022, I booked a Zipcar for 2 hours from 10 AM PST -12 PM PST with ****** Corolla, license plate ******. I used this booking to retrieve a cash withdrawal from my bank of $500. I was late to returning the car (approximately 12:13 PM PST) and was charged an exorbitant late fee of $50. On arriving, I was greeted by the next passengers of the car, who proceeded to rush me out of the car as they were, understandably, frustrated. However, I was unable to get the car trip to show as ended on my app. The other passenger was able to get the car open and was making comments to me, so while contacting Zipcar to make sure the booking ended and they would be able to get theirs started, I exited the parking structure. After about 7 minutes, I realized that I had left the bag containing the cash in the car. I contact Zipcar, who contacted the next passenger twice. On the second point of contact, the passenger denied having the money in the car. I was then told that I would need to wait two days before they could book me a 30 minutes session to check and see if the money was in the car when Zipcar investigated. When I asked to be given a name for the folks in the next booking, I was told that they would not share that information with me and that they were not liable for losing that money. I recognize that Zipcar is not liable for losing the money, but data privacy policy should be applied when a crime (in this case, theft) is committed.

  Business Response

  Date: 12/01/2022

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

• Initial Complaint

  Date:11/22/2022

  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 paid Zipcar $70 on 10.28.22 for an annual membership fee to book a minivan the following day, 10.29.22, totaling in $201.03. On 11.8.22 I received an email stating that my reservation was changed to a smaller vehicle which did not suit my needs. I needed a 7 passenger vehicle and the new car they assigned to my reservation was a 5 passenger. When I called to ask for a 7 passenger vehicle they told me I would not be able to have one. I asked why I was being charged the same price for a smaller vehicle and they said that was all they had. I then had to scramble 4 days before my sons 11th birthday party to find other rides for the people that were supposed to join me on my trip which was a huge inconvenience. The day of the reservation the car was dirty and the gas tank was not at the required 1/4 tank. I documented and submitted this via the Zipcar app. I proceeded to drive the car to one of the venues for my sons birthday. When we went to leave the car was not accessible. The app would not open the car and the Zipcar reps could not open the car remotely either. We waited for roadside assistance for 3 hours with small children and 2 elderly family members. By the time assistance came I was unable to go to the bakery where my sons cake was because it had already closed. My son was not able to enjoy his birthday cake. I also lost the money on this.I told the Zipcar rep during the wait that I wanted to be reimbursed and my membership cancelled. I called Zipcar on ***** to see the status of any assistance as they had promised me on the phone when I was waiting for roadside assistance and they said We dont call customers back when they have issues. On ***** the first Zipcar agent I spoke to said they would reimburse me for half the cost of the trip, $100. She then transferred me to a supervisor who said they could only offer me $40. I asked for an escalation of this issue. The escalation result was Zipcar telling me they would not refund me at all.

  Business Response

  Date: 11/29/2022

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

• Initial Complaint

  Date:11/22/2022

  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 have previously been a member and active user of **********************. I had previsouly cancelled my membership, and was attempting to re-apply as I needed a vehicle several times over the summer. I re-submitted my application and was immediately rejected by the system. I was not provided an explanation for this. A few months later I attempted to log in to resolve and noticed that their was a balance due. I attempted to call zipcar to pay this balance in the hopes that I could resolve this and have my account approved. Unaware to me as the system didn't ask me for payment information, they attempted to charge my old card on file that was stolen and replaced with a new number. After spending an hour on the phone, the agent couldn't figure out how to make the payment. I attempted to call back again on 11/22/22 to resolve this. The agent informed me the application was declined solely because of the payment issue, and they decision was final. I explained that it was not my fault and I would be happy to pay the app fee and have a chance to reapply, she said it was final. i escalated to a manager who said their was no recourse or escalation to re-examine this, even though this was a payment/mistake on their part. They refused to help me or re-apply and make the correct payments.

  Business Response

  Date: 11/29/2022

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

  Customer Answer

  Date: 11/29/2022

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