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Business Profile

Auto Rentals and Leasing

Zipcar, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

This profile includes complaints for Zipcar, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Zipcar, Inc. has 16 locations, listed below.

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    Customer Complaints Summary

    • 649 total complaints in the last 3 years.
    • 177 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/30/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      They allowed someone else to use my account and than proceeded to tell me that I will never be able to use their services ever again all I ever did was sign up I never made a purchase with them

      Business Response

      Date: 09/06/2022

      We have reached out to the member and based on security concerns we believe this matter to be resolved.  

    • Initial Complaint

      Date:08/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Rented a ****** Prius for 2 days. Aside from the constant crashing of the app which prevented me from locking and unlocking my car several times throughout the trip, I was completely locked out of the car on Saturday, August 27 after my fathers funeral and on the way to attend a family lunch in his honor. I was completely unable to unlock the car and was stranded there. I called customer service, and after ~30 min to speak to a representative, I finally spoke to someone who was rude and unable to help me in any fashion. She just kept saying the system is down there is nothing I can do. After some time, she was able to unlock the car at which point I asked to be transferred to a supervisor. During the transfer, I was hung up on and no one ever called me back. Today, I spoke to ******, a ******** Service Supervisor, and was lied to saying that I was hung up on after receiving 3 warnings about fouls language (I was never given any warnings) and she basically told me that she was unable to do anything, but rather, would have to submit my complaint to their resolution team. She too was completely unhelpful and condescending, lying to me and making things up on the spot. Completely professional service and getting locked out of the car, even for a minute, is 100% unacceptable. Had it been a medical emergency, I would have been dead. This is no way to run a business and I absolutely DID NOT get what I paid for. I expect a refund in full for the entire trip.

      Business Response

      Date: 09/07/2022

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

    • Initial Complaint

      Date:08/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ive been dealing with this problem with zipcar since December ******************************************************************************************************************************************************************** I didnt make the payments and This is my second time on July 11, 2022 made a payment of over $448.78 to them in my account is still suspended and even giving me the runaround and I needed the Rent-A-Car on that day for court and my fianc ended up going to jail for nonappearance and I had to bail him out on a $5000 bail, that I didnt have and Im still trying to work things out with zipcar but theyre just making it very difficult and I keep getting no answers

      Business Response

      Date: 09/06/2022

      We have reached out to the member and found the account was processed in accordance with the member contract and it will remain closed due to security concerns.  

      Customer Answer

      Date: 09/06/2022

      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 am not satisfied and rejected your offer because is not solving my solution that Im going through with you guys ever since I went through the Bbb you permanently closed my account and I have proof stating that you guys close it wasnt about the complaint because I was told by multiple customer support that I was going to be able to get my account open when I was lied to and I ended up paying twice for the same payments that shouldve been paid for before I even got in the vehicle. I dont understand why Im going to these channels with you guys I made the payment and I was told that if I pay the overdue balance again that Ill be able to rent your car and I needed a car that day  on 11 July 2022 and my fianc ended up going to jail because he missed his court date and I had to bail him out with $5000 that I was saving up for a new car so thanks to you guys Im out of a lot of money and I wasnt even able to rent a car after I made the second payment . Theyre shouldnt have been a problem after I made the payment I shouldve been able to have full access after I paid the payment on July 11, 2022 but no I had to go in circles and get the runaround and to find out after I make a complaint with the BBB you guys want to permanently close my account for no apparent reason I didnt want to make false accusations and delete evidence from you guys system. 

      [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.

      FAQ

      Regards,

      Nicklas

       

       

      Business Response

      Date: 09/14/2022

      We have reached back out to this member several times and due to security concerns this issue is resolved.  

      Customer Answer

      Date: 09/23/2022

      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 reject this offer because they are still not giving me a reason and not showing me evidence of the charges and they are fabricating documents and showing false paperwork which I have the previous from the time being when I was charged twice and now with different charges all the sudden saying hi last made a request for a vehicle on July 11, 2022 which is false I was not able to reserve a car on July 11, 2022

      [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.

      FAQ

      Regards,

      Nicklas

       

       

    • Initial Complaint

      Date:08/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 use Zipcar for car rentals since they cover gas via a supplied credit car in the vehicle. I've been a member for almost ten years. On August 24th I picked up a Zipcar that I reserved on August 22nd. Immediately I noticed the miles left before empty was zero. I could only find one gas station nearby and was lucky enough to get the vehicle there. When I tried to use the gas card it didn't work. I had to use my credit card and had to pre-authorize a charge of $40. There was no other gas station nearby and I was sure I could not drive the car any further. I had to fill up the gas once more on the way back ($49.16) and I submitted the receipts expecting a simple reimbursement. Instead I've been given a lot of push back by the customer service reps and was told that I could not be reimbursed because I used a pre-authorized gas pump. There has been no acknowledgement or empathy for the lack of options and empty gas tank in the vehicle.

      Business Response

      Date: 09/06/2022

      We have reached out to the member and have not heard back, and as a result believe this matter to be resolved.  

    • Initial Complaint

      Date:08/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      First off, they don't check or maintain on their cars. So it's a safety issue. Then on top of it they're very unprofessional, there's always a problem with my reservation, either the car is dirty and unservice, or is something wrong with the location, nobody is checking the vehicles at all. The customer service Representatives are all disrespectful. Most of the time you have to call multiple times to get help. I've had the cars turned off on me in my trip. They really need a reality check, due to the disrespect for their clients and their clients money. I've gone to go drop off cars and there was no space at the home location, and then I'm told I'm being extended a trip to find a parking spot for Zipcar, like they're doing me a courtesy. There's no accountability within this company at all, I tried to reach out to their corporate office, and have no way to get in touch with anyone. I didn't want to have to report them to you guys, but something has to be done, fixed, or changed within this company. If I'm compensated for the waste of my time on a constant basis that would be a great thing, if not it is what it is, but things need to get better with this company, seriously, especially with them checking on the vehicles, I'm pretty sure if there were any accidents within a Zipcar, it's most likely the maintenance of the cars. This is disgusting, and really puts a horrible taste in my mouth. Not to mention I'm really hurt for the disregard of my money and my time by Zipcar.

      Business Response

      Date: 09/01/2022

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

    • Initial Complaint

      Date:08/25/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Several weeks ago, I applied for a zipcar membership using my paper temporary driver's license and was denied. I attempted to reapply again for a membership once I received my driver's license card in the mail a couple of days later, but there was no option to reapply on zipcar's website. I called customer support, and they could do NOTHING to help with my issue. They relayed to me that once I was denied, I could not reapply again, even with the SAME EXACT DRIVERS LICENSE! Customer support went through eligibility list with me and told me that I was completely eligible. They also told me that sometimes, even if I was eligible, zipcar would reject people for NO REASON as they are a private company and reserve the right to not have or give a reason for rejection. Sounds like a discriminatory business to me. I called again a couple of days later and spoke to a manager, and once again they had no ability to help with the issue. I've had some experience with zipcar through other people, and the common issue seems to be the lack of customer service. Why have a customer service line if they're not going to help at all?

      Business Response

      Date: 08/29/2022

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

    • Initial Complaint

      Date:08/25/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 Tuesday, August 23 I complained to ZipCar about excessive dust and dirt on the exterior of the car, and additional dirt on the interior. Because my passenger has asthma, and because I reserved the car for a 4-day trip, I asked a customer agent whether I may be reimbursed for washing the car. The agent confirmed that I would be reimbursed up to $20. I would only need to submit a receipt and call the agent back to finalize the reimbursement process. With that information, I headed to the nearest car wash and spent $15 on the wash. More importantly, I spent 1 hour of my time cleaning a car that I do not own and that was a hazard to my asthmatic passenger. I submitted the receipt for reimbursement the following day. I received a reply email flatly denying my request for reimbursement. Apparently, ZipCar changed its policy two months prior and were no longer paying for cleaning expenses. I was confused by the email, especially after their agent said otherwise. I quickly called the customer care center. For the next 45 minutes, the customer care agent and her supervisor refused to help. They acknowledged the previous agent's promise, but would not honor it or accommodate me for my wasted time and money. I proposed that ZipCar provide a complementary extension of my reservation. They refused. Instead, they asked for retroactive "picture proof" of the dirty vehicle after the car wash had already happened. I am deeply disappointed in ZipCar's customer service despite being a loyal customer for several years. They have erroneously charged me late fees for cars I returned on time, failed to clean their cars when customers have serious health issues, and presented misinformation on which I relied.

      Business Response

      Date: 08/29/2022

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

    • Initial Complaint

      Date:08/24/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      8/24/2022. I scheduled a trip with Zipcar from 6:30 - 8 to go to an evening medical appointment. The appointment took longer than I realized. I was 40 minutes late in turning in the car. I accept my mistake. I called customer service. It seems that ********************** has its customer service center in ******. I could not understand the spoken English that the agent was speaking. The time it took to get to even close to understanding ended up adding additional late fees. I asked to speak to a supervisor numerous times and the agent (who said his name is *******************) and he declined. He eventually spent 5 minutes getting a supervisor, then I was on hold for another 10 minutes without ever getting a supervisor. 1. Zipcar has customer service based in ***********. This is the second time I have not been able to understand what the agent was saying due to their diction and spoken English.2. Can you help me get resolution/reimbursement for late fees that were due to the inability to understand the agent?I obviosly have a record on my cell phone of when I called them, and they should have a recording of the call.Any assistance is appreciated.*******************************

      Business Response

      Date: 08/29/2022

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

    • Initial Complaint

      Date:08/23/2022

      Type:Product Issues
      Status:
      Resolved
      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 8/22/2022 I submitted an application to use Zipcar in ********, **. At no point was available inventory displayed during the application process (i.e. it was not possible for me to see if there was any car availability in my city). I was charged a $25 application fee, and a $9 monthly membership fee. I was approved within an hour, only to find that there were 0 cars available in my area for the time period I needed, and only 2 cars available for rental at all in the city. Both cars were booked for long-term use by other customers, meaning that there was 0 open cars for me to rent for weeks.I called Zipcar on 8/23/2022 to request that they cancel my account and refund me both the $25 application fee and the $9 monthly membership fee. They canceled my account, but advised that they could only refund the $9 fee, not the $25 membership fee. The phone agent stated that this was because the membership fee is used to check DMV records. I expressed my discontent with not receiving a full refund of both fees kindly, and accepted the $9 refund. It is incredibly deceptive to force customers into paying not one, but two fees totaling $34 before they even know if the service will be available. Had I known that there was 0 inventory in my city, I would not have proceeded with the application. I'd like to pursue getting my $25 application fee back.

      Business Response

      Date: 08/26/2022

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

      Customer Answer

      Date: 08/27/2022

      [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:08/22/2022

      Type:Billing Issues
      Status:
      Answered
      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 registered for Zipcar, but they did not agree to my registration, but charged me $:25. Ordinary consumers will definitely not pay attention to the information of their contract. As a company, they can just charge consumers $25 for registration fee.

      Business Response

      Date: 08/26/2022

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

    Zipcar, Inc. is NOT a BBB Accredited Business.

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