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

  429 Forbes Ave Ste 1606 Pittsburgh, PA 15219

• 

  Zipcar, Inc.

  191 Peachtree Street NE, Suite LWL01 Atlanta, GA 30303

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:10/05/2022

  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 was charged for four different transactions occurring on 8/18 and 8/19. Three charges of $72.00 and one of $84.44. *** had two of the three $72.00 charges refunded but almost two months later, I am waiting for the third one. The $84.44 was a correct charge and is not being disputed.

  Business Response

  Date: 10/11/2022

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

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Zipcar for the first time on Saturday, September 17th 2022. I was on vacation in ***********, and parked in an outdoor parking lot and the car locked with all my families luggage inside around 2pm. The app wouldn't work, and couldn't unlock the doors.Zipcar customer service failed to unlock the doors remotely and had to call an area rep for roadside assistance, they placed me on hold for 1.5 hours. In the meantime we called from another phone and they were also stuck on hold for over 45 minutes. I spoke to a number of reps, each of them tried the exact same steps, even when I pleaded to speak to a manager and that the steps had already failed. They ignored me when I said I was already on hold, waiting for a response from a zip car area rep/mechanic. I tried calling my insurance and they looped me back to zip car who again, was unable to help and told me I would receive a call back 'within 20 minutes'.Finally I called my own tow truck for ($280) and they were able to get someone to unlock the car by 8:30pm. At after 9pm I got a call from the zip car area rep/mechanic informing me he would not be arriving. It was dark, cold, there were no car services in the area.I don't know what I would have done if I had waited for zip car to help me. This was a horrible. I spent over 6 hours on the phone in a parking lot. I paid for my own tow truck, food, and a friend had to drive 50 miles to rescue us. I expect to be compensated for not only all my zip car expenses, but the food and gas it cost us to get home.I want a full refund of my zipcar membership, Monthly fee, and charge for this ride. I want to be compensated for the tow truck I paid for out of pocket. I want to be compensated for food and gas. This absolutely ruined my vacation, and day before a triathlon that I spent hundreds of dollars preparing and traveling to compete in. It has been 2 weeks with no response other than 'we will escalate your request'.

  Business Response

  Date: 10/10/2022

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

• Initial Complaint

  Date:10/04/2022

  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 09/05/2022, a Zipcar frontend my unoccupied parked car in the middle of the night. No one from Zipcar reached out to me regarding this issue so I reached out to Zipcar's insurance and claims department. After multiple calls where agents hung up on me, I finally was able to force an insurance claim number out from them. However, my car repair center said that they cannot start the repair until they hear from the insurance company so I continued to reach out to Zipcar. After multiple calls, I reached someone willing to help, who gave me a few Sedgewick phone numbers to contact. After almost two weeks of constantly calling the four numbers I received, each and every call always went to voicemail. I have left multiple messages for them to reach back to me, but up till today I still haven't heard back from anyone. My car has been sitting at the car repair center for a month now with no service done and I've suffered without my car. The engine is ruined, my whole frontend is dented and I am ready to take legal action.

  Business Response

  Date: 10/10/2022

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

• Initial Complaint

  Date:09/29/2022

  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 made a reservation for a ***** CRV from 24 September 2022, at 9am, until 25 September 2022, at 6pm. The full cost was going to be $388.84. When I arrived to pick up my reserved car, I was told that the car had a dead battery and the person in charge could not turn it on. I contacted Zipcar customer service to seek for an alternative. They cancelled the reservation and I was charged $200.00 for a cancellation fee (this was later reimbursed). After an hour on the phone, they assigned me a new car (***** Civic), which had a higher cost ($412). The person I was talking to on the phone (call that has been recorded according to Zipcar), confirmed 3 times that I should not worry about that higher cost and that, because of the inconvenience, I was going to be charged $200 for the entire trip. I then took an uber to the new location, picked up the car and drove it to my destination.The day after, when I tried to turn on the vehicle, the battery of this car was dead as well. I immediately called Zipcar's customer service and they confirmed that their system showed that the car had a dead battery. They told me they would contact their mechanic and give me a call back with an ETA for the mechanic to arrive. No one called. After 45 minutes, I found someone with jumper cables and he did a jump start. While I was driving back to return the vehicle, I called Zipcar again and explained what happened, asking them to provide me with a refund for the amount I spent with the mechanic fixing their car ($65). They told me that they could not make that refund, but, after speaking with a supervisor (******), he provided a partial refund ($54) for this second issue.I have now been charged $347.27 for the reservation (just for the reservation, no tolls, gas or other fees), which should have been $146 ($200 that was offered for the first issue - $54 of partial refund for the second issue). Now Zipcar is denying what its customer service staff said and refusing to issue a refund.

  Business Response

  Date: 10/06/2022

  We have reached out to the member, and having not received a response, believe the matter to be resolved.  

• Initial Complaint

  Date:09/29/2022

  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 was renting a car from FlexCar and they wrongfully repossess the car they have been the most difficult to work with and very inconsistent with her policies I have emails and a proof that they wrongfully took the vehicle they did not give me notice prior to taking the car after paying a bill Wednesday I woke up with the car gone Friday prior to this they notify me before and we were able to work something out and I paid them and they didnt take the car but this time they just took the car and and them doing that the people they hired went through and stole my belongings

  Business Response

  Date: 10/07/2022

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

• Initial Complaint

  Date:09/28/2022

  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 received notice that Zipcar had tried to charge me $70 on an expired credit card. I didn't realize i even still had a zipcar account Upon logging in i discovered i had an account i hadn't used since 2018 (when the license on file with them expired!) But they had been charging me silently every year.Their notices became increasingly hostile demanding payment and threatened reporting to collections agencies.I reached out to their customer support who cancelled my account for me and claimed that I the $70 fee was waived. Two days later i received an email notice that if i didn't pay in seven days it would go to collections.I paid it as the collections referral will do more damage to my credit than the trivial 70 charge.However I feel that I have been unethically charged for 3+ years and treated poorly.I feel like someone should take them to task for these customer hostile business practices.

  Business Response

  Date: 09/29/2022

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

  Customer Answer

  Date: 09/29/2022

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

• Initial Complaint

  Date:09/27/2022

  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 have used Zipcar for four years. Early this month, I got the email that there is an unpaid balance in my account (which I checked is the premium insurance). Zipcar asked me to update my payment methods. I tried all my credit cards, including *********** Discover, Amex, also Debit Card. None of them works. I am pretty sure all my cards work at other places. I made two phone calls and one email to Zipcar, but they cannot figure it out either. The one who sent me email is pretty rude and saying it is my bank's problem. How could discover, amex, chase have the problem at the same time??? Now I received an email saying they will send my overdue balance to a collection agency, which is totally unreasonable. I have tried everything I can to update the payment, but it is their system's problem. I am done with this firm. NEVER USE ZIPCAR

  Business Response

  Date: 10/03/2022

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

• Initial Complaint

  Date:09/27/2022

  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 reserved a Zipcar at *************************************************** on 5th Sept from 6-7:30PM. While returning the car at 7:30 PM, I discovered another non-zipcar vehicle in the authorized Zipcar parking space on the aforementioned block. When I realized this, I tried to search the area for the driver of the parked non-zipcar car but was unsuccessful. In the meantime, I requested my husband, who was in the car with me, to phone Zipcar **************** at ************ at 7:32 PM. I then drove the car away from the street and into a safe area. The customer service agent advised us to park the car somewhere else nearby and leave it there. He assured us that we wouldnt face any penalties. Ithentriedtolocateanearbyparkingspacethatwasfree.Unfortunately,noparkingspaceswereavailablebecauseitwasabusylongweekendevening.Ithenwentbacktothedesignatedparkingspaceanddiscoveredanotherzipcarmemberwaitingforthevehicle.Whileoncall,heinformedtheZipcarcustomercaragentofthemissingcarthathehadreservedaswellasthepresenceofanunknowncarintheZipcarspot.Thememberunderstoodthatthecar'sabsencefromthezipcarspotwasnotourfaultaftermyhusbandspoketohim andexplainedtheentiresituation. After that, we returned the car to the Zipcar member and called it a day. Following this entire incident, Zipcar assessed the following fees on my account without any of my fault: $50 late return fee plus $5 for additional usage. I have attempted to contact Zipcar numerous times (see below ticket#) since September 7th in an effort to resolve the problem. But they simply keep ignoring me and denying the reversal of charges on my account by making flimsy justifications and false claims. I was once even prevented from messaging them on the app! I sent them information about call logs and a photo of the car parked in the Zipcar spot, but they seem to be ignoring all of the evidence.Ticket# *******, *******, *******

  Business Response

  Date: 10/03/2022

  We have reached out to the member and believe the matter to be resolved as we have not heard back.  

  Customer Answer

  Date: 10/03/2022

  [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:09/26/2022

  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 closed my Zipcar account years ago. I probably haven't used the service in 5+ years. I just randomly received an email about an overdue balance 2 weeks ago, and then a threat to send me to collections! No response from the company when I responded to the initial email. Predatory, rude, aggressive. I'll never do business with this company again.I want my account closed and the 'balance' (for what?) erased.

  Business Response

  Date: 09/29/2022

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

  Customer Answer

  Date: 09/29/2022

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

• Initial Complaint

  Date:09/26/2022

  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 august 31st, I was wrongfully charged for a fee from a car rental company I used. Since that day the support has told me they would try to help me deescalate the situation the best they can through e-mail only. The supervisors failed to help me in understanding why the charge was that big, and relied on telling me to just wait and see what the billing department tells me through email. As I waited I didnt receive an emails from the billing department, but rather bank statement notifications trying to take the money out. When expressing this to customer support countless of times I was always met with we can do anything on this end, just wait and see if the situation deescalate because the price is extremely high. Its September 26th, after almost 2 months of waiting with no help I receive an email telling me I only have 7 days to pay the amount or Ill be reported to a debt collection agency. They also disabled my account so I havent been able to log in and try to at least fix the issue. The fee cost increased after the 1st email was sent, which concerned me more because I have been locked out the account since the 31st, so there is no way I could of used a Zipcar. I asked if I could speak to the billing department or the main office and they informed me they dont have access that information. They werent able to help me with this issue, and now I have to deal with this fee in full. I tried asking why I was never informed after the 1st fee charge and they were giving me dead answers and pointing it back to the august 31st notification. They didnt even try to set up a payment plan to at least help me and they told me there was nothing they could do.

  Business Response

  Date: 09/29/2022

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