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
- 641 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:11/03/2022
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.
My zipcar account was suspended on September 5th, 2022. I am not able to close the account or make any changes to the account at all because a message pops up saying that it is suspended. I have not booked a car because the app literally will not allow me to. zipcar has charged my card three times since then, for a monthly fee. I have called customer service several times now, asking for them to close my account because they couldnt tell me why they were still charging my card even though I am not using their services. They refused to help me and pretend to not understand English. They currently owe me 27 dollars for charging my card three times of the price of ****. It will keep charging my card until they let me deactivate the account! They have not been compliant. I do not want the money back, I just want them to permanently close the account for good. I never want to do business with these frauds ever again!Business Response
Date: 11/07/2022
We have reached out to the member and believe the matter to be resolved.Initial Complaint
Date:11/03/2022
Type:Billing 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.
First off to say the least there customer service is absolutely TERRIBLE AND VERY RUDE SPEAKING TO CUSTOMERS. I OWE A PAYMENT OF $509.93 AND ITS ONLY BEEN DUE SINCE THE 19TH OF OCT AND TODAY IS NOV 3RD. AT THE **** WHEN THE PAYMENT WAS DUE ON THE 19TH I HAD A FAMILY EMERGENCY WHICH I CALLED THEM AND ASKED FOR A EXTENSION WHICH THEY DID GIVE ME TO TODAY WELL PRIOR TO THIS LAST NIGHT I RECEIVED A EMAIL FROM MY CORPORATE OFFICE IN REGARDS TO A DELAY IN OUR CHECKS DUE TO AN ADP PAYROLL SYSTEM SHUTDOWN WHICH IS NOT MY FAULT SO AS I HAD TO CALL ALL M bill companies this morning to aware them of the situation and get a few more days to pay as I called flexcar they seemed to give me a hard way when there is nothing I can do and as a loyal customer because they have only had a location in ********* on ********** for 2 months and I've been renting with this company since paying over $1500 in a month just to rent a vehicle with paying .40 A mile weekly and then your monthly renewal fee of $280 on top of all of that and not including my own bills like rent, utilities etc. So I'm not understanding as to why when I called today which is the 3rd of Nov that they couldn't help me out with just a few days which is till the 7th for me to pay the balance as it's my only balance when I've been on there recorded line where several representatives have told me as long as I haven't missed 2 or more payments that they will work with me now there being rude to me and telling me that it's only within 2 weeks. Well how can I say I haven't paid in 2 weeks when the company gave me an extension and from extensions your date will start from your extension I believe but I just don't understand as to y they jus couldn't help me and now there threatening to repo the car from me with no refunds and that's unacceptable. Please helpBusiness Response
Date: 11/09/2022
We have reached out to the member and believe the matter to be resolved.Initial Complaint
Date:11/02/2022
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.
Key details of this issue with Zipcar:- 10/12 reservation of a zipvan - Reserved the van for 2.5 hours, at a cost of ~$24 per hour - Complained the day of the reservation because of the filthy condition of the van. By filthy I mean the interior had a strong wet dog smell and, as I later discovered, bugs.- Response from zipcar took much longer than what was communicated to me by the helpdesk ("within 5 business days"), and did not include the all items discussed on the complaint call (they did issue a refund and $13 driving credit, but did not provide the promised restitution.I am asking for zipcar to kindly review the conversations I had with the helpdesk and to honor the commitments made to me during multiple calls. The driving credit was given to me due to the delayed response time, the refund was due to the filthy van condition. But what about the time spent vacuuming purchased furniture on the street corner after dark, concerned about tracking bugs into my home?Business Response
Date: 11/07/2022
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 11/07/2022
[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:10/29/2022
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 booked a vehicle for October 15, 2022 for two days. Upon showing up to use the vehicle, I could not unlock the vehicle with the app as instructed. I called customer support and was informed by the *** that based on remote diagnostics the vehicle was inoperable, that they could not provide an alternative transportation option, and that I would be reimbursed for out of pocket costs in finding alternative transportation due to their failure to provide a functioning vehicle at the appointed reservation time. An email confirmed this fact and specifically mentioned that a "[a] car rental (no upgrades, amenities, fuel, services, or other packages)" was a reimbursable transportation option. The remainder of the email entitled "Eligible Alternative Transportation Guidelines" required that receipts be submitted in a timely manner and that the alternate transportation be reasonable "(limousine or private car are not eligible)." Accordingly, I booked the cheapest rental car that I could find that day, took the city bus to the car rental location, and forked over money out of my own pocket based on the promises that Zipcar had made to me and in order to rectify Zipcar's failure to provide the originally booked services. I promptly submitted my receipts 3 days later. Two days later I received an email stating that the amount of the alternative transportation, the rental car, ($401.59) was being refunded to my card on file in full, and that I should allow "allow 3-5 business days for this refund to show up." I diligently waited for this credit to my credit card account, but it never arrived. In following up with Zipcar, the *** informed me that the credit had been processed and to reach out to my bank. After pressing the Zipcar *** more, she admitted that the $401.59 credit to my card had in fact never been processed, and that I was only entitled to $25.Business Response
Date: 11/03/2022
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 11/12/2022
[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,
***********************Initial Complaint
Date:10/29/2022
Type:Service or Repair 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.
The website advertises instant approval. After paying a $25 fee, they then say it will be 3-5 business days. I called and they refused to issue a refund.Business Response
Date: 11/01/2022
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 11/10/2022
[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:10/28/2022
Type:Customer Service 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 canceled my membership with Zipcar 4 years ago and no activities since than on the account but recently found out I was getting charged for annual fee. I reached out to them but their customer service representatives name ****** keep sending me ***** I feel like automatically created. I am tired if trying.Business Response
Date: 11/03/2022
We have reached out to the member and believe the matter to be resolved.Initial Complaint
Date:10/27/2022
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.
On 9/22/2022 I moved to a new address and used a Zipcar to help with that move. I have a ******* Bank Card on file with them to cover expenses. At the end of the day ******* notified me of a fraud alert. I told them to allow the charges from J.K. Movers and Zipcar on that day, but not Wanderu. They did so, blocked my card and said they would send me a new card. A few days later, I received notice from Zipcar that a charge of $12 and some change was due and that I needed to update my payment method because the charge was blocked. I didnt even realize such a charge was coming due. When I went to the site to switch my payment method to my debit card and take care of the charge, their site wouldnt accept my debit card. Thus began a long back and forth series of calls and emails to try and take care of the outstanding debit and set up a new card on my account. I received warnings that I would be referred to debt collection if I didnt pay the outstanding balance, yet their online system wouldnt accept an alternate card and they wont accept payment by phone or mail. After I received my new ******* card, I tried to update my payment with that. It was denied. Meanwhile, I have used both the new ******* card and my debit card for other purchases, with no problems. Yesterday, 10/26/202, I received an email informing me that my membership was being cancelled. They claim they found no evidence of fraud on my card and that there is a past history of breach of contract. I asked what the prior breach was, but got no response. I have never knowingly breached a contract in my life. I asked to appeal to another level. They said the decision is final. This whole process feels like it was designed for failure. I never had a chance to correct the problem and am being punished for something their system blocked me from doing.Business Response
Date: 10/28/2022
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 10/28/2022
[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:10/25/2022
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.
Ive been using ZipCar on almost daily basis, I had many bad experiences with the companys ***************** Nonetheless, my complaint today is mainly because of my latest trip on (10/24/22 4:00pm - 10/25/22 4:00pm). I travelled to the pick up location but the vehicle wouldnt unlock; using both card and app to unlock. After multiple attempts I contacted customer support, they then direct me to another pick up location, 20 min away, car was picked up an hour after my original booking. Today, as I was returning the car, I follow directions to the address provided on my original booking email only to realize that car lives in a different location. Long story short, I was about 10 min late for the drop off and was charged $50 late return fee + hourly rate. Also on Oct 14 I was charged a $50 late return fee for a 4 min delay, a delay that was due to the designated parking being occupied by another vehicle but I never complained about it, today I called customer service to try and resolve this but faced a rude, unprofessional and frustrating customer support. The supervisor literally hang up on me as Im asking him to not please end the call just yet.Business Response
Date: 10/31/2022
We have reached out to the member and believe the matter to be resolved.Initial Complaint
Date:10/24/2022
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.
Yesterday I just made an account with zipcar now I wake up this morning calling them because all of a sudden my account is gone. This is my only way to get around the city. I called them when I finally got a chance to speak with a supervisor they are going to tell me I have to wait for the higher assistance to email me in 10 days. There is nothing on my account that made them go and deactivate my account. I was just driving around in a car lastnight I never got a warning email a phone call nothing just wake up and Im not able to book another car. I want my account back asap this is my only way to get to work etc this is unacceptable and I should know a reason that this has happened.Business Response
Date: 10/26/2022
We have reached out to the member and this matter is resolved.Initial Complaint
Date:10/23/2022
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 rented a zip car, and when it came upon the time to return the car I had went on the app to look up the address where the car had to be returned the address stated that the car had to be returned at an address ************************************.. When I arrive to the address I realize the address was not the location I picked up the car and it was a private parking lot with no Zipcar spaces are you immediately contacted customer service and told them what was happening. In the middle of me telling them what was happening I just saw it on the app the click get directions to the car and which the app brought up a completely different address 15 minutes away but on the same street so we went from ************************************. to 469 I had then was driving there and was informed that I would be being charge for the car being late even though they knew the app was giving me a false address and they did not care one bit.. They continue to try to charge me approximately $80 daily for the car being late even though the address I attempted to return it to the right to me it continues to be the same address on the app and they know that the app address is incorrect but Im being told it was a valid chargeBusiness Response
Date: 10/26/2022
We have reached out to the member and believe the matter to be resolved.
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