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

  205 - 147 Spadina Avenue Toronto, ON M5V 2L7

• 

  Zipcar, Inc.

  Multiple addresses Atlanta, GA 30324

• 

  ZipCar

  1120 N Charles St Baltimore, MD 21201

• 

  Zipcar

  191 2nd St San Francisco, CA 94105

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:10/17/2022

  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.

  The company has poor customer service. They have chronic delays in providing a service. The reps can not communicate in english well. They have unexplained delays in issueing a refund for services not provided. Do not use the company

  Business Response

  Date: 10/21/2022

  We are actively working with the member and waiting for additional information.  

• Initial Complaint

  Date:10/15/2022

  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 a student link called chinook to enroll in Zipcar. The link advertised that I would recieve a free one month trial of Zipcar, which included a waived application fee, student pricing on services, and a $10 credit to be used on a Zipcar rental. After filling out the application and submitting it. Zipcar charged me $37 ($26 for application fee and $11 for a one mnth membership) I called to dispute this transaction and was told that they would not refund, and that if I wanted a student membership they would add it to my account at the end of the mnth. I rejected their offer. I told them I do not want my account anymore and to cancel it. 3 weeks later on Oct 10 Zipcar charged my credit card $40. I called to complain. The customer service agent cancelled my account issued a refund of $40. I asked about a refund for the previous month membership. She asked me for the link I used. She agreed that the link should have waived the $37. She attempted to refund the money, then said unfortunately because your account is cancelled I can not give you any refunds, Im sorry

  Business Response

  Date: 10/19/2022

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

• Initial Complaint

  Date:10/14/2022

  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.

  On October 10th from 5:19 pm to 6:52 pm I was trying to resolve a payment processing is*** for tickets I incurred with Zipcar. I had attempted to pay the tickets online at a small beach town municipality and I assumed the payments went through because I was not told otherwise. I waited a few weeks and nothing went through my credit card. Then Zipcar tried to charge me for the tickets + incurred extra fines for late payment +the processing fee. I called several times to explain and sent an email to show my browser history that I had been on the website to pay the tickets. Then, between phone calls to Zipcar, a rep called me named ********************* from Zipcar. I have a screenshot to prove that the outgoing and incoming calls happened on my iPhone that evening. He called me an airhead, he said that I needed a man to drive with me when I rented from Zipcar because it would stop me from being so stupid. He went on to say, " 1st you get two tickets because you're too much of an airhead to see the signage then you can't even pay the tickets properly. A man would make *** that you didn't park so badly and if you did, he would *** sure your payment went through. He then said, "I can send you some links to apps to find a man if you like, they are called Tinder and Bumble". I recorded the latter half of the call where I say, "*** can you send me an email recapping how you just called me an airhead and suggested I get a man to drive my Zipcar on Tinder or Bumble? Luckily he said," sure I would be happy to do that". We also have the recording of when I said that my daughter was recording the call and was a witness. He said that she wasn't a credible independent witness and that she should get a brain transplant or seek professional help. I have emailed support, the **** and the heads of customer service, finance, marketing, and customer retention and have had no reply. In this woke society I am shocked that no one that I emailed has bothered to reply.

  Business Response

  Date: 10/21/2022

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

  Customer Answer

  Date: 10/21/2022

  [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:10/13/2022

  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 January 2, 2022, I returned a Zipcar I had rented to it's designated parking spot in front of a parking block in a gas station parking lot. The parking block where I was to return the car, which is maintained by Zipcar, had a large nail sticking out out of it (pictured in the exhibit A photograph), which damaged the cars front bumper as I pulled in to the parking space. I reported the issue, only to have Zipcar file a damage claim against me for the maximum amount of $1,000. Because the damage occured solely due to Zipcar's negligence and poor maintenance of the parking spot, I am seeking a dismissal of the damage claim filed by Zipcar against me.

  Business Response

  Date: 10/18/2022

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

• Initial Complaint

  Date:10/13/2022

  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 am disgusted by zipcar's customer support.I have been a conscentious and longstanding customer and always follow policies.I had a personal emergency was unable to complete one facet of the end-of-rental procedure. Because I am fully aware of the policies, I notified them as soon as I was able. And also checked if they might waive the fine -- it did not matter either way. It was just a question.What I got was 5 or 6 responses reminding me of end-rental policies. I could not get a clear answer on the fine. When I finally pinned that down, I got insulted and discredited with a whole new explanation that they were doing me a favor this one time because other people had not facilitated this one procedure.It was hostile and disrepectful - to withhold basic information, refuse to answer a basic question then insult **** spoke to a couple managers who were very kind. And then got confirmation from one that he would email me personally that he's addressed the issue.I did not hear back.So I followed up. And again got a barrage of policy reminders.This is like having a heart attack on the way out of the hotel and then bothering to call in that I could not lock the door. And then getting reminded of "check out policies." Where's the humanity? It's hostile.I wonder how these guys would like it if they ever run into an emergency and reach out -- and then get reminded of "policy." It's hostile and inhuman.I am writing because I again called in to zipcar, and now was told I could not speak to a manager because I was already "informed of the resolution."It's not the point. The manager promised a quick email which I would have very reassuring. I am trying to right this so I can rent again -- which I have not yet because I am disgusted. So what I would like is for the manager who promised, to actually follow through and let me know he personally addressed the issue. But if he's going to remind me of policy again, I'd rather he didn't.

  Business Response

  Date: 10/17/2022

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

• Initial Complaint

  Date:10/12/2022

  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.

  Zip car customer service F****** *****. 2 times now in the last week I booked a car for a full day trip, and 2 times the f****** car isnt even in the garage or spot where it should be. When I call, they tell me its no longer available and that they can only offer me a $30 driving credit. On the 2nd instance this happened, they said since they already gave me a courtesy credit (NO YOU F****** MADE ME MISS THE PATRIOTS GAME YOU ASSHOLES), they couldnt give me another driving credit. Im not racist, but the call centers in f****** ***** DO NOT F****** HELP. F*** ZIP CAR.Sunday 10/9/22 I missed the patriots *** game bc of f****** zip car and the car was not available or in the location the app said it was. I spent $550 on 2 tickets to the game, gone and wasted and all I got was a f****** $30 credit Wednesday 10/12/22 I missed 4 VERY important client meetings bc the car I booked wasnt even available or in the location that the app said it was. *** car REFUSED to give me a driving credit bc my account had already been given a courtesy credit. Are you f****** kidding me zip car?!?!? COURTESY?!?! F*** you. Im out $550 and 4 meetings. I work on f****** commission you insufferable d*** heads. This company IS THE WORST I have ever encountered for customer service I cannot stress this enough

  Business Response

  Date: 10/21/2022

  We are actively working with the member and waiting for additional information.  

  Customer Answer

  Date: 10/21/2022

  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.
  
  

  The business is not understanding of my problem nor have they taken appropriate action to try to remedy the situation. **************** continues to be terrible, time after time. I have never been more disgruntled by a interaction with a business in my entire life than I am with Zipcar.
  
  Regards,

  ***

   

   

  Business Response

  Date: 10/31/2022

  We have reached out to the member numerous times, have still not received the documentation requested, and as a result resolved this issue.   

• Initial Complaint

  Date:10/11/2022

  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 24-Sep-2022 I reserved a Zipcar to drive on 10-Oct-2022 6pm-9pm. It was a ***** HR-V named "Jute". Got a confirmation email from Zipcar. No other communication was received.On 10-Oct-2022 morning, I checked my Zipcar app, and found that my reserved car was no longer available. I DID NOT received any cancellation message or any form of communication telling me that the car had been removed, and there was no replacement prepared for my reservation. I called customer support. The customer support representative canceled my original reservation for me and re-booked me with a car at a location that is 25 minutes walk away from where I was located. This new reservation costs more than the original car. I asked to be compensated and the representative told me that they gave me a "discount" granting me the original price instead of having me to pay for the higher cost as if I was making a last minute reservation. I told the representative that is was not my fault ZipCar took away my reservation without communicating with me, that resulted in me making a new reservation with a higher price, PLUS that I have to spend a total of close to 1 hours walking back and forth the new location. I ask for more compensation. He ended up giving me an additional driving credit of $3.75. I find this unacceptable. 1. removing my car without communication, yet keeping the reservation with a note in the app "your car is no longer available". 2. Bumped me to a different location costing me close to an hour getting to and from there. 3. Compensating with an insulting amount of "credit".

  Business Response

  Date: 10/17/2022

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

• Initial Complaint

  Date:10/11/2022

  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.

  Zipcar has a referral program in which it's advertised "For every friend that makes a purchase, you get $25 in driving credit."I referred ***************************** and received an email stating I received $25 of driving credit on Jan 23, 2022. On August 6th, 2022 I attempted to use this credit for a Zipcar trip and the code gave no discount. I spoke to various service agents on the help-line until I was told that the codes expire 1 month after you receive them and it would not be possible to reactivate the code. It should be noted that there is no discussion of expiration of the code on any of the promotions or confirmation emails received, the fine print merely states that the code has no cash value.On September 30th, 2022 I received another email stating I received $25 of driving credit for referring *************************. I made plans to use a Zipcar on October 7th in order to be within the supposed 1 month window. The code again did not work and after speaking with a service agent he informed me that I could not use the code as it had expired in March, 2022. I explained to the agent that I had made the referral 1 week previously so this was impossible and he maintained that it had expired in March.The advertising for this program is misleading and the codes used do not provide the discounts advertised.

  Business Response

  Date: 10/18/2022

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

• Initial Complaint

  Date:10/08/2022

  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 subscribed to Zipcars car subscription service through Flexcar. On Saturday October 1st I swapped the vehicle, the vehicle I received broke down in 30 mins of receiving. Flexcar had a tow truck come and get it I have not had a vehicle in over a week and continue to get charged. For the past 3 days I have been told a system glitch will not allow them to check the vehicle in which means I cannot get my deposit back. I would like my deposit back for this be vehicle

  Business Response

  Date: 10/18/2022

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

• Initial Complaint

  Date:10/06/2022

  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 rent a car from Zipcar on 10/02/2023 from 3am to 3am 10/03/2022. During the vehicle became inoperable and unsafe to drive. First the steering wheel locked and the car would not start@2pm, Zipcar Representative troubleshooted this for 30mins. Once the car became drivable the dashboard monitor froze with diagnostic errors, the car shut off in the middle of the highway, during trouble shooting which required me to come out of the vehicle open and close all doors unlock and lock the car went unresponsive and online locking me out of the vehicle with my 3 children in the car, two of which are under 2. After hour police pushed the vehicle to safety as we were stopped dangerously. Once the vehicle was drivable the dashboard light up with failures and warnings from brakes to usb to emission and the lights were not working as well as when the vehicle went over any bumps the electrical would shut off and another bump would reconnect it. I was connected to road side assistance at 6pm who I was informed would tow the car and transport myself and my children to the garage that I got the car from. At 8pm Zipcar told me to call Uber or find an alternative way to get home because they had not located a provider. I was 7hrs away from home in ******* ** going to Brooklyn **. Uber drivers were refusing the ride and I continuously called Zipcar for assistance with no help. We were parked in an isolated area because I couldnt leave the vehicle on private property such as the gas station or mall parking lot, it had to be legally parked. I had to park in the street and the area was remote with no bus route or heavy traffic. I couldnt drive once it became dark as the lights were defective and couldnt risk turning off the vehicle fearing it wouldnt start. Zipcar Representative ************************* up the phone when I Indicated we are in a dangerous situation. Uber finally took the trip at 9:30pm charge $513, & Zipcar is charging me the full rate for the rental plus additional mileage $390.

  Business Response

  Date: 10/11/2022

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

  Customer Answer

  Date: 10/11/2022

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