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

• 

  Zip Car Inc

  717 D St NW Washington, DC 20004

• 

  Zip Car Rental

  6019 W Central Ave Toledo, OH 43615

• 

  Zipcar, Inc.

  Multiple addresses Atlanta, GA 30324

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:09/24/2022

  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 is a scam and engages in shameful practices. I tested ZipCar out 2 years ago in September of 2020. They consistently cancelled my car reservations. I sat on the phone with customer service for hours to cancel my account. I also filed a BBB complaint then.I was then charged AGAIN in September of 2021 for $38.11. I cancelled again and even filed a complaint with customer support. I'm now realizing I never received a refund!Now to my surprise I YET AGAIN was charged on 9/12/22 - this time $70. There wasn't even an EMAIL notifying me that I was charged or a receipt. I had to pay attention to my account. Just shameful. I have logged a complaint through their **************** to demand a refund and employing my credit card company as well. This shameful, scammy behavior should be stopped.

  Business Response

  Date: 10/03/2022

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

• Initial Complaint

  Date:09/24/2022

  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 June 20, 2022, I signed up for a zipcar membership using a link that advertised 50% off of a zipcar membership, for ***** cardholders (************* residents who sign up for a municipal ID program). The actual membership fee I was charged was $90, rather than the 50% off. I spoke with a Zipcar representative on June 24 who said she would look into the issue but that I had to be patient, and that someone would get back to me. It has now been 3 months and no one from Zipcar has responded. The $45 refund I am owed is still outstanding. I respectfully request the BBB's intervention to secure Zipcar complying with its promise to charge me only the quoted price of 50% off of $90, or $45.

  Business Response

  Date: 10/03/2022

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

  Customer Answer

  Date: 10/08/2022

  [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 satisfies my issues and/or concerns in reference to complaint #********, insofar as Zipcar as offered me a refund and I have accepted. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:09/24/2022

  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 trip from 8:00-9:00 pm on 9/21. I extended my trip by 30 minutes due to traffic in the area. I arrived at 9:30, which was the extended drop off time, and followed the garage attendants instructions to pull in to the appropriate space. When I ended the trip, it was 9:32. I was charged a $50 late fee for this 2 minute overage. When I reached out to the company to request that it be waived, the customer service rep stood their ground that the late fee will hold for the 2 minute overage. In what world was I supposed to extend the time (while driving) when I pulled in on time? It was 9:30 on a Wednesday night and no one had the car after me. This is extremely poor customer service and shows a complete lack of understanding on their part. There are plenty of other car services out there that I will be shifting my membership to if this does not get resolved.

  Business Response

  Date: 09/27/2022

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

• Initial Complaint

  Date:09/23/2022

  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.

  The car sharing company Zipcar has repeatedly charged me unjustly and is now refusing to let me cancel my membership. On August 5, 2022 I reserved one of your cars. This reservation was an updated reservation as the car I originally rented was in no condition to be driven as of August 4th, I checked on this vehicle myself and called to have the vehicle I reserved swamped out when I saw how damaged my originally reserved car had sustained. On August 5th I picked up the car in question and made it less than 1 mile before the car stopped working and broke down in the middle of the street. I called Zipcar to have road side assurance come and assist with the vehicle but the tow truck driver was unable to start the car and had to tow it. I have included that video as well as it demonstrates that the car was not able to be driven as of 1:45 PM making it impossible to return the car by the 2:00 PM time scheduled for return. For these reasons I know that I am entitled to a clearance of the late fee. Zipcar also agrees with this sentiment because this late fee, and the account suspension that comes with it, has been removed from my account 2 separate times. Each time the fee and account suspension is removed their system puts the suspension back on, preventing me from cancelling my account and requiring me to go back through the customer service process. This is the last time. I cannot go through the 10+ business process again. This is costing me so much time and energy. I don't understand how they can charge me and suspend me, refund me and activate my account, charge me and suspend me, refund and activate my account, and then suspend me and refuse to allow me to cancel my membership. I just want to cancel my membership and receive a refund for my annual membership fee. I should have added they have been perfectly fine charging me monthly insurance dues and annual membership dues throughout this whole process.

  Business Response

  Date: 09/27/2022

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

• Initial Complaint

  Date:09/23/2022

  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.

  I was told I could not make an account because of my age which shouldnt even matter as long as I got license to drive and is able to drive I should be able to make an account. Also I got referred by a friend who in the same age range as I am. My age shouldnt not have anything to do with nothing . I want to make an account and I want one asap. Because that is discrimination

  Business Response

  Date: 09/26/2022

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

• Initial Complaint

  Date:09/22/2022

  Type:Order 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.

  This complaint is again Zipcar *** for their inappropriate sign-up process. I recently got my driver's license done in the ** and applied for the Zipcar account. The Zipcar signup process requires me to provide my driver's license and face picture. The ********************** claims (initially in minutes) in two business days, they will provide an update on the application status. From the Zipcar FAQ, for the application to be successfully accepted, one needs to meet the following conditions described here: https://support.zipcar.com/hc/en-us/articles/220333808-Am-I-eligible-to-join-Zipcar-In my case, I am above 21 years, I have a driver's license with a photograph, and it is not a learner's permit. It is not a photocopy or digital or temporary license. It is the license given by the *** after clearing the driver's license test. I have ZERO prior violations on traffic or any violations. And I clear every other eligibility criteria laid out by Zipcar in their public documentation. After reading the eligibility requirement, I applied for a Zipcar account, but Zipcar has decided to deny my application without providing justification or ways to challenge the denial. As per Zipcar policy, once the application is denied, I cannot re-apply, and one gets a permanent ban. I do not understand why my application is denied on what grounds and why Zipcar is not ready to justify its actions. This is my first concern. My second concern is the request I raised to delete all my information from Zipcar data centers is not completed yet. They collected personal information, and I now hear that they need non-deterministic time to honor my request. This is a blatant violation of privacy law, especially when they have collected sensitive information. I demand - (a) approval or challenge the application denial (b) if (a) is not possible complete deletion of my account in fixed deterministic time (1 or 2 weeks and not years).

  Business Response

  Date: 09/28/2022

  We have reached out to member who applied with a temporary license and have not heard back.  

  Customer Answer

  Date: 09/29/2022

  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 received the email from Zipcar on Monday Sept 26, at 4:52PM. I could not respond to the email immediately as I was not available. Zipcar takes 3-5 business days (on-average) to respond to any queries and I expected the Zipcar to follow the same when they want to hear from their customers who have raised complaints. However, Zipcar updated the BBB ticket in less than 48hours after reaching out to me. 

  Today, after I became available, I have responded to the questions raised by the Zipcar representative. Zipcar has offered to fix the problem provided I resubmit my driver license documents. I have happily obliged and submitted the documents again to Zipcar. Currently, I am waiting to hear from them. 

  Until the process is complete, I reject the business resolution as the problem is fundamentally NOT solved. Requesting to closure without closure is unacceptable and hence I am going with "I do not accept the response made by the Business to Resolve the Complaint". 

    
  Thanks

  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: 10/04/2022

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

• Initial Complaint

  Date:09/19/2022

  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 3/15/2022 at 3 PM, I was driving a Zipcar out of its garage. It was a tight **** *** scraped the car's front right corner. At the time, I was a "covered driver", meaning I was paying Zipcar so that I would pay only a small deductible if I damaged a Zipcar. //I called Zipcar immediately and described the event. Suddenly, my account and the accounts of my family members were frozen. They said I had to file an incident report, and then they'd "investigate". (Their software was broken at the time, but I finally was able to submit my report in April 2022.) They said it might take 2 months to resolve, even though I was a covered driver at the time.//It has now been SIX MONTHS since they knew of the event, and five months since they got the report. My account and those of my family members are still frozen. I have contacted "customer service" many times. Usually I get irrelevant, robot-like replies ("see our FAQ page" or "please submit an incident report"). Other times I get "please be patient", but that might be a robot too. (My husband also called Zipcar. They told him he was "permanently suspended", and said they didn't have to give him a reason.) // On 8/15/2022 I called Zipcar's insurance subrogation office at Sedgwick Claims, ************. The agent, ******, did not know why Zipcar's "investigation" was taking so long. She was unable to help. Nobody seems to have any idea. // The latest shock was this month, when Zipcar CHARGED ME $140 FOR MY ANNUAL MEMBERSHIP FEE -- even though my entire family has been locked out of Zipcar for six months with no end in sight. When I wrote to them that this was outrageous, I got a robot reply ("for an explanation of fees, see our FAQ page"). //So, I'm paying $140/year to Zipcar, while I and my family are locked out of an account that was in good standing. There is no resolution in sight; nobody seems to know why I'm still waiting. It was a minor scratch to the car and I PAID to be a COVERED DRIVER on Zipcar's insurance,

  Business Response

  Date: 09/28/2022

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

  Customer Answer

  Date: 09/28/2022

  Dear 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. 
  

  I can't thank you enough for your help. After 6 months of trying to get functional replies from the business, I got an answer from high level person within days of your intervention! She has been helpful in every way.

  
  With appreciation and gratitude,
  
  *********************

• Initial Complaint

  Date:09/19/2022

  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.

  After being a loyal Zipcar customer for years and having used this service many many times and never returned a car late, I was today called a liar by their customer service representative who refused to remove an unfounded late charge on my account and couldn't explain the 6 different charges for one rental. After spending 30 minutes on hold to speak to a customer service representative, I was basically told that I am lying, that I never extended the end time on my reservation, and that all the other charges are valid even though they can't tell me what they are. I have had many instances when Zipcar fell short on the customer service level but it had never been this bad. I wasn't even able to speak to a manager who could have helped resolve this issue. I am totally willing to pay for the service I used and I have done just that for many years but I am not willing to pay for unexplained charges and late fees which have no reason to exist.

  Business Response

  Date: 09/23/2022

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

• Initial Complaint

  Date:09/17/2022

  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.

  On 7/3/22 I had rented a Zipcar and was involved in an accident. I filed an incident report on 7/4/22 when my account was suspended. I have attempted to contact Zipcars claims department via email and phone multiple times since then and have not received any response. I have also called their customer service on numerous occasions. The only responses I receive from them are it is being handled by an internal team and the account is still under review without being able to provide additional information or contact and that they have no further information at this time.On 9/16/22 - after **** weeks of little to no response - I received an email from Zipcar letting me know that I will be charged $1,000 with a break down attached and letting me know my account is still suspended. Simultaneously I was charged $1,000 to my account on file without prior knowledge, discussion, authorization, option for a payment plan.The breakdown stated above cites If you have any questions regarding this charge, please contact Zipcar ****** Services at **************. I spoke to a Zipcar supervisor, ******, at that number on 9/17/22 who is still providing me the same responses as previously stated. She says that she has no additional contact to provide, that they are still working on a resolution, and my account is still suspended without resolution even after I was charged $1,000.It is highly irresponsible that I have been proactive in attempting to resolve the issue with Zipcar for **** weeks and have provided no help and they charged me without any prior notice or discussion. They could have easily overdrawn or deferred my account which would have caused additional fees. They are also unable to tell me if additional charges will be placed which causes major concern.I have had many issues with Zipcar in the past and am trying to cancel my membership. They say that is not possible because my account is under review. Any assistance is appreciated!

  Business Response

  Date: 09/23/2022

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

• Initial Complaint

  Date:09/16/2022

  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 have been overcharged for using the service multiple times. On July 22nd,2022 I rented a car in ********. After the reservation was over, $230+ In tolls were added to my reservation total. The tolls are in ******** and ********** which are both over 180 miles away from me( 180 standard miles are granted upon reservation, additional miles = additional fees). They have already taken money from me and still requesting an addition $154. There was another instance in which I rented a car May 8th for use on May 9th. I was unable to start or move the car from 12pm-8pm on May 9th. I reached out to customer service via ******* since phone lines were busy and the correspondant provided me with driving credit that would extend my reservation another 24 hours due to the mishap. Only to later be charged fully for this extra time. There was another instance June 19th where the zipcar gas card was not working and I had to pay out of pocket for gas. When I submitted the receipt they told me it was not the right kind of receipt so I wouldnt be reimbursed. I spoke on the phone with a supervisor yesterday who was very nasty in demeanor. Every time I started to speak she would interrupt me. After she agreed to escalate the toll charges to dispute them I proceeded to tell her about the second discrepancy, only to be hung up on in the middle of my sentence. The customer service representatives are always rude and never have any solutions to issues that *** arise.

  Business Response

  Date: 09/23/2022

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