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.

  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:09/13/2022

  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 had a free account with Zipcar for ~4 years due to my work at a university, which I never used for any services during my tenure there. I checked my old academic email this morning (as it is to be deactivated by the end of the week) and was greeted with an email threatening account deactivation due to failed payment and the turning of my account over to collections for the nonpayment. I could not find an invoice in my email, so it seems they likely shifted my account from free to paid automatically and without prior warning. I had operated under the premise my account would have been paused/canceled with the end of my position. While I understand collections are useful against those who would abuse the system, threats to extort money with no services rendered are concerning. For those who are in a similar position as I was 4 years ago, I would not recommend risking the Zipcar account.

  Business Response

  Date: 09/14/2022

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

  Customer Answer

  Date: 09/16/2022

  [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:09/13/2022

  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 DO NOT HAVE A ZIPCAR ACCOUNT I DID NOT EVEN KNOW ZIPCAR EXIST. I WAS IN HOSPITAL WITH COVID FROM MARCH TIL NOW AND I SEE SOMEONE NAME ***************************** UNAUTHORIZED USED MY CHIME CARD FOR CAR RENTALS ON THIS ZIPCAR. I HAVE NEVER USED YOU ************ I HAVE NEVER AUTHORIZED THIS INDIVIDUAL TO USE MY CARD. I DONT EVEN HAVE A DRIVERS LICENSE .

  Business Response

  Date: 09/16/2022

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

• Initial Complaint

  Date:09/10/2022

  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 arranged to rent a Zipcar from 10 a.m. to 1 p.m. on Saturday, June 25. The car was missing when I went to pick it up and after about 45 minutes, a customer service agent located it on another street. Then the car door wouldnt open, That wasted another ***************************************** to a ********************** rental spot a miles walk away. At first, that car door wouldnt open either. As a result of all these delays, my trip never began until after 11:30. The Zipcar agent said he would adjust the timing of my trip accordingly but never did. I had planned to use the Zipcar to pick up and deliver auto parts for my mechanic to install in my car, return the Zipcar to Queens and then take public transportation back to the mechanic for my own car, which I needed in order to get to an event that night. But after all the delays, the mechanic could no longer install the car parts that day. I decided to just drive the Zipcar back to Queens but it wouldn't start and I asked my mechanic to check it. He couldn't start it either but he couldn't find anything wrong with it. I called Zipcar customer service and they said the car wouldn't start because I was late!!!!! I WAS LATE????? I was only late because of Zipcar's incompetence from the get-go, and because the agent who said he'd move up my trip times clearly hadnt done it. Three times I called customer service to request that they enable me to start the car. Twice I listened to music for 45 minutes and the third time, I asked the agent to wait with me until the connection went through to the ***** that could help me. But he wouldnt. Meanwhile, Zipcar was slapping late fees on me left and right and it got to the point where Chase fraud, alarmed, started blocking the transactions and sending me alerts. I set all this out for Zipcar and sent them the trip summary expenses for $47.52 that they quoted me in our original agreement plus receipts for the Uber ride and the cab ride ($146.60). I demand to be reimbursed!

  Business Response

  Date: 09/19/2022

  We have reached out to the member to resolve the issue but have not heard back.  

• Initial Complaint

  Date:09/09/2022

  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 have been a Zipcar member for quite some years. Recently, my credit card on file had fraud and the card was replaced. I tried to rent a car and I had to update my payment option. I tried several different browsers (App, chrome, and incognito) and different cards and it would not let me update the payment method. I called customer service and they said there must be a block on the account and they would escalate the issue in three to five business days. This first call was on August 26, 2022, and I have yet to get a solution or hear from anyone even though I've called several times since. I find it very hard to believe that such a small issue is causing such a delay especially since my membership is paid for the year. I can't seem corporate to fix this issue, so I am at a loss.

  Business Response

  Date: 09/15/2022

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

  Customer Answer

  Date: 09/15/2022

  [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:09/07/2022

  Type:Customer Service 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've been a Zipcar member in good standing (account paid on time, no terms of use violations, etc.) since 2019 and have used the service to rent cars dozens of times. On April 23, 2022, while a Zipcar I rented was safely/legally/properly parked in front of my house, another driver side-swiped/damaged the Zipcar in a hit-and-run. I found the damage minutes later and reported to police and to Zipcar, per the terms of use. Police found and arrested the individual on DUI within an hour. Several neighbors caught the accident in photos and video. I filed a police report, and sent the report number, eye witness contact info, photos, and videos to Zipcar that same day - April 23, 2022. Zipcar's terms of use say that after an accident, your account will be suspended pending an investigation, which I understand. However, I was told by varying reps that it could take 4-8 weeks, then **** weeks, then 3-4 months (each time I call it seems to get longer). It has now been more than four months since the incident, my account is still in Suspended status, and I can get no information from Zipcar explaining why it is taking so long or when I can expect resolution. I call customer service and was told they cannot help me - I must email the support team. I email that team and they simply say "sorry for the delay, this is still in process". I want to know what steps have been taken and what steps remain. I don't understand what could be taking so long, since all the evidence was sent to them that same day, and it does not take 4 months to get a repair estimate or make the repairs. The email box I was told to contact has no phone info, and when I asked to escalate within customer service, the **************** lead, *****************************, told me he had no supervisor and that there's no one above him I could escalate to. So I am left with no recourse, no way to find out if it's even being worked in good faith or if it will ever be resolved. Meanwhile, I incur costs to find other transportation.

  Business Response

  Date: 09/14/2022

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

  Customer Answer

  Date: 09/17/2022

  [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:09/06/2022

  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 August 12, I rented a vehicle from Zipcar. During my rental, Zipcar's website crashed, their app stopped working, and I was unable to get into the car. Luckily I was not in an unsafe location far from home when this happened, and it was not in the middle of the night, and thankfully my very young child was not in the car. Had I been in an unsafe location, or if my child had been in the car, I would have had to break into the car in order to get my child out, an unbelievably dangerous situation. Additionally, at that point I still would not have been able to drive the vehicle since the the car was not driveable given the tech issues. I emailed and called Zipcar multiple times, over several days, to seek reimbursement and resolution. They have been utterly unresponsive, and even go so far as to pretend that the nationwide outage did not occur - despite news reports on it!

  Business Response

  Date: 09/14/2022

  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 contacted the BBB a few months ago, complaint #********, regarding Zipcar charging me an annual fee despite me canceling my membership, and for being unresponsive during a nationwide outage when I was locked out of a vehicle with no ability to retrieve my items from the car, or return the car. BBB resolved the issue - you contacted Zipcar and they were immediately responsive, thank you. Now, however, Zipcar has come back and tried to charge me for parking tickets that issues to the vehicle when the vehicle was not even in my possession, and when I had no access to it, and days following my rental. It is actually incredible. Please assist me in resolving. Thank you 

  Business Response

  Date: 12/02/2022

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

• Initial Complaint

  Date:09/05/2022

  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.

  This should be case ******* for your reference. I was using a zipcar (car rental services) on Aug 30th afternoon and I parked it outside of my apartment (********************************). I got locked out because of a technical issue. I contacted zipcar customer service and they offered to help me open the door remote, only in vain. Two rounds of road assistance services were sent out and neither of them ever arrived (one of them disappeared after I told them to wait for 10 mins before I got there and the other outright cancelled on me). On the morning of Aug 31st, the car was no longer outside of my apartment even though I was assured that a roadside assistance person/fleet team would contact me beforehand if they would ever move the car. Valuable items were in the car worth at least $5000. I was extremely anxious and worried and after several other futile phone call, zipcar told me in the night of Aug 31st that they moved the car away to its home location (**** ****************) and gave me a mere half-hour window the next morning to pick up my item. When I got to the car my valuables were gone. The customer kept dodging the question and claimed they have no responsibility of the lost items in the car when they have obviously failed several times to give me timely update as to who and when will fix the lock issue and get in touch with my item. I have filed a police report with ************** Station and I am demanding an explanation as to what happened to my laptop and iPad for now.

  Business Response

  Date: 09/14/2022

  We are actively working with member to resolve the issue.  

• Initial Complaint

  Date:09/03/2022

  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.

  I have been waiting to hear if Zipcar going to dismiss the parking ticket charges from my account. I was told I'd be contacted in a couple of days but it's been 4 days we're now going into the weekend. As a member since **** who has never returned a car late or caused any trouble for Zipcar, I am disappointed in this whole situation.When I returned the Zipcar back in March 20, 2022, both Zipcar spaces in the assigned parking lot were taken. That was super-inconvenient for me and I had to wait on hold for an hour to speak to someone to find out what I should do. This completely defeated the purpose of Zipcar being convenient to use. I finally got ***** on the line and she told me to leave the car in the spot where I left it. The parking spot was very near the actual Zipcar parking spot. I have the phone records on my phone to prove that I did call Zipcar and that I waited a very long time to get help during this horrible situation. Months later, I find out I am getting charged $70 for a ticket when ***** insisted that I would be okay in parking the car where I parked it. The specific charges are: Parking Violation (********* in *************, *************) at 03/21/2022 1:34pm $40.00 Processing Fee for Violation (*********) on 03/21/2022 1:34pm $30.00 Note that I returned the car on 3/20/2022 and Zipcar had plenty of time to remedy the parking situation. But they left the car as it was (after telling me to leave the car where I left it) and the result was a parking ticket issued the next day. This is completely not on me and Zipcar needs to refund my $70.Seriously, this is not the kind of service and experience I expect from Zipcar and that is why I am considering canceling my membership after 17 years. I won't advocate for their brand like I used to. BBB, please urge Zipcar to refund the $70 for the parking ticket charges asap. ***************************

  Business Response

  Date: 09/09/2022

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

  Customer Answer

  Date: 09/09/2022

  [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:09/02/2022

  Type:Order 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 overcharged several occasions, has refused ignored requests and greatly delayed refunds. 8/23, 8/24 charged member and insurance fee $13.28 and $9 despite account suspend due to 8/18 crash investigation. 8/18/22 charged extra $122 for late return 24 min (8:54am) despite Zipcar knowing in real time 740am Id been in a crash and the towing necessitated the extra time. Further I was Instructed BY ZIPCAR to make sure car was off and locked. Zipcar also has totally wrong car name and location information for billing bur won't concede they make errors! 8/17 paid $140 for a day booking as I expected but upon getting car, I declined car as it was per usual in awful condition. Hours earlier ON 8/17 at time unbeknown to me incorrectly charged $190 for 2 parking violations issued 4 hours after a MAY 27 trip ended. It would require 4 calls nearly 3 hrs to get spvr. Then several days for refund. On 7/26 they charged $145 for a ticket I allegedly received 3mos+ earlier on 4/13. Included a $30 processing fee but offers no recourse to dispute ticket or charge. On 6/20 assessed $50 late fee for late return despite reaching to customer service as app wouldnt refresh- but car remained available- had never before in many years of membership had a late return- zipcar refused to act in good faith ******** of good faith as a longtime member i never paid a monthly fee till June 2021.it was 7 bucks. Since janurary its $9 is charged even when i only havs ome trip in a month. As well the accompanying insurance has jumped from $9 in march 2021 to ***** this janurary to ***** in may! Hoping for resolution of recompense at minimum of the over charges: ($13.28+9+50+122.97+145) ****** WOULD ALSO LIKE ZIPCAR TO APOLOGIZE for deteriorating service experience- waive member fee.

  Business Response

  Date: 09/09/2022

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

• Initial Complaint

  Date:08/31/2022

  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.

  Zipcar with short and unacceptable notice transferred my reservation that I made days prior to another vehicle that is unreachable by me due to a physically limiting disability. Previously when this occurred, zipcar refunded me and provided me credit in driving hours for what the scheduled trip would have been. This time I have spent over two hours on the phone, waited 72 hours for an email back only to dismiss me and tell me that they fulfilled their duty to me. I have been told by every single phone agent that I contacted that zipcar was in the wrong and they all gave me different reasons and refused to provide the same compensation as the previous incident. The customer service agents were surly and rude, looking to insult me by offering me, and I quote, "5 minutes of driving time". I am only able to walk so far and, I have explained this to them multiple times, but to move it on short notice to a location MILES (and inaccessible via walking) away from me is unacceptable. Because of this last minute cancelation I have lost a client and it posed great inconvenience.

  Business Response

  Date: 09/08/2022

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

  Customer Answer

  Date: 09/08/2022

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