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

  191 2nd St San Francisco, CA 94105

• 

  Zipcar

  654 Seymour St Vancouver, BC V6B 3T4

• 

  Zipcar

  205 - 147 Spadina Avenue Toronto, ON M5V 2L7

• 

  Zipcar

  429 Forbes Ave Ste 1606 Pittsburgh, PA 15219

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:11/18/2022

  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 had a past due balance of $191 they never gave me a notice of a past due balance. When I called to pay it they said it have been sent to collection and I wasnt able to renew my membership. Basically they banned me from zip car for $191 dollars. I explain to them that I was in a hardship and I lost my job due to Covid but they wouldnt accept that. I just want my membership back.

  Business Response

  Date: 11/23/2022

  We have reached out to the member with an explanation of charges and believe the matter to be resolved.  

• Initial Complaint

  Date:11/17/2022

  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.

  On July 17th I rented out a zipcar from 99m-12:30. The pick up and drop off was at a local ipark garage located on 59th St. A three minute walk back to my building. When I returned to the garage at 12:30am on July 18th, the garage was closed and I couldn't get in to park the car. I called zipcar to ask them what i should do with the car. Zipcar extended my trip by a half hour and asked me to find parking on the street. I explained to them that I had my young kids in the car and it was an inconvenience to me to drive around trying to find parking on a monday at 12:30am. After the half hour was up I called back because I could not find parking. My trip was extended an additional half hour free of charge so that I could park the car. I explained to them that my kids were getting tired and I couldn't drive around that much longer because I had to get them home. I was told to try and park as close to the garage as I could so that they someone could pick up the car in the morning. I finally found parking on 62nd and west end and ended the trip at 1:24am. Fast forward to 10/26/22 and I get 2 emails from zipcar saying that I got a ticket. I check the so called tickets. The tickets were issued on July 18th 2022. The first ticket was received at 9:27 am. 8 hours after my trip ended. The second ticket came at 11:30, 10 hours after my reservation had ended. Zipcar is now trying to charge me $220 with includes the ticket prices ($65 and $95) plus there processing fee ($60). Zipcar did not pick up the car in a timely manner, from the time my reservation ended the car was back up live on the website to be rented out again. I only had to find parking because the garage zipcar was using was inaccessible. The spot I parked in was totally legal but street rules went into effect 9am and the car was still not moved by zipcar. This is *** we have all kinds of street rules. Zipcar was well aware of where the car was parked because I had to call back and let them know where the car was.

  Business Response

  Date: 11/23/2022

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

  Customer Answer

  Date: 11/23/2022

  [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:11/16/2022

  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 had an absolutely terrible experience with Zipcar on my most recent trip on 2022-11-11. After driving out to do some grocery shopping, I was locked out of the Zipcar. Neither the Zipcar mobile app nor the Zipcard could unlock the car (but the app could still make the car honk, which indicates to me that something was broken about Zipcar's unlocking system). This car did not have car keys in it, so I didn't have a physical key to fall back on.Here's the timeline: I discovered that I was locked out at around 7:50pm Eastern time. I spent several minutes trying again and again to open it, with both the app and the Zipcard. At 7:57pm I called Zipcar support for help. They tried to do a remote unlock, but failed. They then contacted a roadside assistance service to come unlock the car. But that roadside assistance service took a long time to arrive. At 8:30pm I received a text message from the roadside assistance service saying they would arrive in about 50 minutes. However, they did not actually arrive until around 10:45pm, at which point they were able to unlock the car.Because of Zipcar's lack of vehicle maintenance, this negatively affected me in multiple ways:- it wasted 3 hours of our time - my passenger caught a cold and got sick, because we were waiting in the raining cold at night in a suburban parking lot and all nearby stores were closed - I suffered financial loss, because all of my frozen groceries melted.I'm demanding a full refund and additional compensation of $60 to cover my melted groceries. I already had another terrible experience before this, where my life was endangered by a Zipcar that had broken headlights.

  Business Response

  Date: 11/21/2022

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

  Customer Answer

  Date: 11/21/2022

  
  
  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:11/14/2022

  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.

  On nov 6, I made a reservation to rent a car with zipcar in Brooklyn. I went the first location to pick up the car and something was wrong with the car. Then I proceeded to a second location which I could not locate. And then on to a three location where the car was unclean with personal items left in the car as well as duct tape on the passenger side mirror! Final location ******************* Pick up a car and proceeded to return the car at around 9pm, the parking garage is closed. I call zipcar and get instructions, the instructions were to find a legal spot nearby the garage. The person did not say to make sure that the parking spot is avail during a certain time of day?! They did not suggested any alternative to parking the car such as a different garage location, different parking area close by , no other suggestions So I did that , now the parking spot was a legal spot at 9pm until 7am the following day. Is it my responsibility to find a parking spot for an extended stay?? The fact the garage door or gate was closed should be enough for a full refund

  Business Response

  Date: 11/21/2022

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

  Customer Answer

  Date: 11/21/2022

  [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:11/14/2022

  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.

  Ive used zipcar many times- and many times have experienced issues such as the gas card or keys missing, I was without a spare tire once when the one on went flat. I took a trip on 9/3 and used zip cars services- again, no gas card in the car (the gas is included with the rental.) I paid out of pocket for gas using a couple gift cards because I did not have money to cover the gas - which is why I used zipcar, because again it is included. I submitted receipts for $80ish in gas. These are the only receipts I received from the out of state gas stations. They show the amount I paid & pumped- and considering the company can see how much gas was put in, there should be no discrepancies. They are refusing to return the money (I have been a customer for over a year and used them consistently for months while I didnt have a car,) and now I was charged over $80 again for a violation fee over 60 days later. But, I was not emailed or notified and theres nothing in my account showing what this charge is for. I have no clue what this charge is and the way the company is handling all of my issues has been problematic and quite frankly, obnoxious. I am looking for a full refund on both of those (around $160 total) please due to their unprofessionalism, inconsistency & lack of care for the multiple times I have been inconvenienced while paying for their services and for the gas I PUT IN :(

  Business Response

  Date: 11/17/2022

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

  Customer Answer

  Date: 11/29/2022

  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. 

  I never received a copy of the ticket until I asked several times post-complaint and could not see the receipt on the app. It was 60 days later that they tried to charge almost $100 with no explanation. Poor business practice and seems really shady to do. I want it refunded.
  
  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: 12/02/2022

  We have reached back out to the member, advised that the violation was processed in accordance with the member contract, and not heard back.  As a result, we believe the matter to be resolved.  

• Initial Complaint

  Date:11/13/2022

  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 booked a Kia ***** **** on 9/12/2022 (Plate #CBL3726) from 4:30pm to 6:30pm. I returned the car on time at 6:17pm and on the next day I was charged a fee for returning the car late. I asked the customer service, and it refunded that amount to me, but then my account was suspended for a reason that the car was driving out after I returned the car. I was told that its under investigation and my account is under review. I reached out afterwards several times and every time I got the same reply: we cannot process any changes until the proper team determines the solution for your issue. We understand this situation is frustrating and greatly appreciate your patience. Its been two month and I never heard back anything from you. I am not able to book a trip because my account is suspended and I am still keep being charged monthly for the insurance but I did not even use your service. I asked for a cancellation of the insurance and I was told no change can be made until proper team make a decision on this. Why should I pay for the service I do not use? And this is not my fault that the car was stolen. Its the person who stole the car and probably your problem that the car not being locked properly.The reason I say that its because this is not the first time I was experiencing this and I would not be surprised if the car is stolen. There are few times that I have difficulty locking the car and for the first time, it wasted me an hour kept trying lock the car and failed cuz I was really afraid that someone might steal the car. I called the customer service several times and always got a respond that we are currently busy and I wait about twenty minutes or half an hour and was still on the queueThis is ridiculous. Everytime I would like to report an app error or problem, the customer services are always unavailable. Your app has a lot of problem and this is that part you should take care of, not the customers who pay for your mistake.

  Business Response

  Date: 11/17/2022

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

• Initial Complaint

  Date:11/13/2022

  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 booked a Kia ***** **** on 9/12/2022 (Plate # CBL3726) from 4:30pm to 6:30pm. I returned the car on time at 6:17pm and on the next day I was charged a fee for returning the car late. I asked the customer service, and it refunded that amount to me, but then my account was suspended for a reason that the car was driving out after I returned the car. I was told that its under investigation and my account is under review. I reached out afterwards several times and every time I got the same reply: we cannot process any changes until the proper team determines the solution for your issue. We understand this situation is frustrating and greatly appreciate your patience. Its been two month and I never heard back anything from you. I am not able to book a trip because my account is suspended and I am still keep being charged monthly for the insurance but I did not even use your service. I asked for a cancellation of the insurance and I was told no change can be made until proper team make a decision on this. Why should I pay for the service I do not use? And this is not my fault that the car was stolen. Its the person who stole the car and probably your problem that the car not being locked properly.The reason I say that its because this is not the first time I was experiencing this and I would not be surprised if the car is stolen. There are few times that I have difficulty locking the car and for the first time, it wasted me an hour kept trying lock the car and failed cuz I was really afraid that someone might steal the car. I called the customer service several times and always got a respond that we are currently busy and I wait about twenty minutes or half an hour and was still on the queue. I believe I am not and should not be responsible for your design failure. I did complain by submitting a request online but I never got respond. Your app has a lot of problem and this is that part you should take care of, not the customers who pay for your mistake

  Business Response

  Date: 11/16/2022

  Resolving this complaint as this is a duplicate of complaint #********.

  Customer Answer

  Date: 11/16/2022

  [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:11/12/2022

  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 zipcar for $74.72 but they charged my debit card for $82.19. I called them and spent half an hour talking to ******* and the manager and they said they could not do anything about it. They wouldn't even give me a credit for it.

  Business Response

  Date: 11/16/2022

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

• Initial Complaint

  Date:11/09/2022

  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 November 4th I attempted to rent a Zipcar. The car had no gas or gas card. Zipcars website clearly states that cars are on 1/4th tank of gas and equipped with gas cards but non of the was true in my case. I arrived at gas station and immediately was stuck there 3 hours due to no gas card and employees attempting to get roadside assistance for 3 hours. I feared for my safety as I was stuck in a unsafe location and was charged for this horrible unsafe experience. I am requesting a refund as I NEVER got to use the service. ZIPCAR is now trying to charge me for sitting at a gas station for 3 hours after they violated the terms of their service which is bad for business growth and customer retention.

  Business Response

  Date: 11/14/2022

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

• Initial Complaint

  Date:11/07/2022

  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 booked a car on Zipcar.com in order to go to an important party. I got the place where the car was parked and saw the car with a flat right front tire. I contact Zipcar and all the customer services were not caring and being very rude. They are doing nothing but as myself to walk 40 minutes to another car. The other car was parked in a not-very-safe neighborhood and it was dark already (after 6:30). I asked them if they can get another car delivered or get someone here to patch the tire or just simply put on a backup. They declined both of them and started to diverge the conversation to cancel the trip. I had plans ahead and I needed a car. But they did nothing but keep persuading me to cancel the order. One of the customer service guy even asked to provide a 6 dollar worth coupon. If I took a cab or Uber to my destination it would cost me somewhere between 50 to ****************************************************************** many hours on the phone. The car with flat tire is not only some cosmetic issue. It is potentially a safety hazard. I cannot trust these people and their service they provided. Maybe tomorrow I booked a car with breaks not working, or engine failure in the middle of the road. Who knows. I won't be surprised given this attitude from customer services. The car I booked is a ********** Golf Plate: 3FJC41

  Business Response

  Date: 11/14/2022

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