Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
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

Find a Location

Zipcar, Inc. has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 655 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/14/2022

      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.
      We rented a zipcar for a weekend trip between Aug 5~7 2022 and was charged $386.37. They are supposed to provide a functional car throughout the trip and provide in time assistance if anything goes wrong. After their car stopped starting on Aug 7th 2022 in the morning time, I contacted customer service. After a long time waiting, they called back and said no roadside assistance could be provided to repair the car. This is already a direct violation of their service agreement: https://support.zipcar.com/hc/en-us/articles/360023451054-What-s-included-with-my-Zipcar-trip-The even worse thing was that they didnt provide any solution to how we get back home or agree to reimburse our cost if we take an Uber back. We seeked help here and there. After starting the car with others help, the cars parking brake can not be released and all warning signs were on the panel and the car was obviously malfunctioned.. Our trip was totally ruined with the car stucking there. After all this, they refused to refund anything to us, let alone the extra hour cost to return the car due to its malfunctioning. They even lied in the email that you were able to retrieve our vehicle before assistance was provided. ``The truth is, after waiting a long time, the agent said no assistance could be provided to repair the car at that time. We have no choice but to seek help ourselves. I can't even believe they can stay in business in a country with an adequate legal system! I simply want fairness. I want to have a full refund plus compensation for our time and money wasted on the trip and defending my right! PS: evidence_note.pdf explain all the evidence.

      Business Response

      Date: 08/23/2022

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

      Customer Answer

      Date: 09/15/2022

      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 rented the zip car from March 29th~31th 2022 for a ski trip for $225.82. It suppose to be a well maintained car however, it was out of wiper fluid that put my life at risk when I was on the highway. I could not see anything when the windshield was covered with a splash of dirty water and I was on the highway! I nearly ran out of road and was very frightened. Simply speaking, I paid for the car rental to have a trip for entertainment. Because it is out of maintenance, I can not fulfill my goal. I was shocked, spent extra time recovering, ruined my mood, and arrived late to enjoy this trip. I paid for the service but it failed to fulfill my goal of this trip. I am justified in receiving a refund from this service. PS:evidence_note.pdf explains the evidence provided. 

      Business Response

      Date: 09/20/2022

      While this complaint was originally about a different trip, both trips have been refunded in full as requested.  We believe this matter has been resolved.  

      Customer Answer

      Date: 09/21/2022

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      (1) I clearly requested refund + compenstation in my request. They never intended to provide me any compensation. 

      (2) They still tried to trick me during refund process. They divided the refund into small pieces and fabricated irrelevant numbers to count as my request. I don't see any honest from this business and always have to always fight with these lies.

      They should pay the price for their lies or tricks they played to the customers. 

       

      As BBB, I believe it is your duty to regulate these dishonest business. Refunding is the most basic thing they should do at first place. 

      However,they impudently denies my basic request and I need to fight for it for such a long time. This costs me tons of time and energy.  

      The price is too low for  just refunding after so many misconducts.  

      If you let them walk away like this after causing so much to me, they will keep on abusing their customers! 

      They need to pay additional compensation or pay additional fine to the market regulators (like BBB). 

      You need to let them know they need to pay additional price for their wrongdoings! 

       

      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,

      Shuangjun

       

       

    • Initial Complaint

      Date:08/12/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I reserved a car on August 3rd 2022 for a trip on Friday August 12 from 9am to 2pm. The car was switched multiple times during the week and was not at the garage location when I arrived to pick it up at the scheduled time. After waiting 45 minutes on hold from customer service (who was supposed to call me back after 10 minutes) I was told the car was actually there. As there were only 4 cars in the lot, it was clear that the car was not. After asking to speak to a manager, I was notified there was no car available and I would receive my money back after 3 to 5 business days. No offer of a credit, no explanation as to why my reservation was given away. It led to me missing my appointment which is non refundable and I took time off of work to attend. I was told by ***** in customer service that I've reached the maximum level of service and there was nobody else to talk to. I now have to spend hundreds of dollars on taxis to try to get to my appointments because of terrible business practices (canceling reservations without notice, app crashed, ineffective customer service) and need the taxi invoices to be paid since I was not given adequate notice of my reservation cancelation and not presented another option to make it right.

      Business Response

      Date: 08/19/2022

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

      Date:08/11/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Zipcar had a technical error and started charging me for past trips on my account. On all those past trips at the Checkout the amount that was Shown to me was the amount I was willing to spend. The fact that they had a technical error is not the consumers fault but the companys fault and now they are charging me extra , more then the amount I committed to paying at the time of the trip.

      Business Response

      Date: 08/19/2022

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

      Date:08/10/2022

      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.
      Two reservations were made within a week. Zipcar employees used first reservation location and applied it to the second reservations stating I did not return the vehicle on the second reservation. (mix up reservations and locations of vehicles to charge for extra (towing, other charges). Also its noted in company records the vehicles were returned earlier.

      Business Response

      Date: 08/17/2022

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

      Date:08/10/2022

      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 rented a car with them and I got to the car and there were no keys and it did not work. Also, the car was dirty. I wasted time and money and they did not care enough to make the issue right. Moreover, the first customer service rep. *** very rude. I want a refund for half of this rental.

      Business Response

      Date: 08/17/2022

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

      Date:08/09/2022

      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.
      During returning a Zipcar trip I encountered several problems. On July 11, 2022 I was returning my zipcar. I had issues with getting fueled gas off the available Zipcar account card. The card that was available was declining. As I was driving to get gas the vehicle displayed issues with the engine/ battery light. I was able to pull over on the side of the road. I then called Zipcar to get better assistance. During the time of this period it was after 12 midnight. It was cold and I was on the highway. The vehicle had turned off while I was communicating with the Zipcar representative. I still had low fuel but enough fuel to get to next exit to receive gas that I was purchasing out of pocket due to the card declining. I was in communication with Zipcar during this whole crisis of being stranded on the side of the road due to battery/engine problems that were already in process before me having the vehicle. The representative informed me that I needed to call the police and have vdot come service the vehicle. When VDot came to fuel the vehicle, and the police officer were on site the problem was out of my control and the vehicle needed to be towed and serviced. I was told by the representative to have the vehicle towed, and it they were on the way to pick it up. The representative made it very clear that my expenses for the tripwas to be refunded, as well as my zip car expenses would be refunded. Zipcar charged me for the full trip of the zip car, plus extended hours the vehicle was not available, tow fees, as well as fixing the vehicle. All was not my responsibility. I came out of pocket $737 for battery/tow I came out of pocket $ 239 for trip expenses I came out of pocket $ 181 for trip/gas expenses I came out of pocket $104 for Uber receipt A total of about $1,261 dollars. I have Zipcar receipts, Uber receipts, and Vdot receipts from this horrible crisis I had to encounter. Due to this Zipcar has closed my account, and made me accountable.

      Business Response

      Date: 08/17/2022

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

      Customer Answer

      Date: 08/17/2022

      [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:08/08/2022

      Type:Customer Service 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 with Zipcar for several years now and two weeks ago I tried to use my zipcar, i do not use it that often and actually use it on moving trips which is what I was going to use for this trip. 2 months earlier my account was hacked and i had to not only change my email and telephone number. with most companies that I have worked with that i didn't get a chance to update my information, fixed the problem with a simple verification and the information was updated, So we get to Zipcar, which is the complete opposite, I contacted the customer service number( and you can only speak to customer service, no one above them when you call) and was told that I would have to put in a request. Easy, so I thought.I emailed my drivers license, front and back and a photo with me and my drivers licenses in hand. To add insult to the situation I recieve this."Hi *******, Thank you for contacting us regarding your email update. Unfortunately, we were unable to verify the attached documents and are unable to update the email address on your Zipcar account. We would recommend you work with your prior email provider to regain access to the email account on file. Thank you. Regards!'. Now if the customer service asked why my name that was different in the email and how I signed is, I am transgender, and yes I look a little different, but that information could of been asked instead of assumption.I replied back rudely, because it was disrespectful. I was told last week it will be sent to a higher tier. At this time almost two weeks later, Basically I still have no account, I believe my account is suspended because I didn't know I had to pay the yearly fee( didn't have access to my email) ,because I cant reactivate it on my end and no one except me apparently can update a system I didn't even create. And insulted. This is just crazy.

      Business Response

      Date: 08/15/2022

      We are actively working with the member to resolve issue.  
    • Initial Complaint

      Date:08/07/2022

      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 7/17/22, I made my last reservation with Zipcar in Chicago.EIGHT DAYS LATER, I received an email from Zipcar indicating my Zipcar account was suspended, and I was emailed pictures of damage to the car 8 days after I drove it.. There was NO accident, and the car was NOT damaged when I returned it, However, I was told to complete an Incident Report, which I did, Since then, several phone calls and emails to Zipcar, and they simply refuse to give a resolution or assist me further. Their customer service is totally useless, talking to someone at times I could barely understand, obviously not in the U.S. The emails promised (falsely) a reply, which they have never discussed the matter further with me-- more of a wait around until we ever get back to you. Horrible treatment for a customer of ********************** for many years, using their service basically once or twice every month during that time. Also every month during that time, i paid an additional monthly fee for "Premium Protection" which I assume would be covering this, although there was NO DAMAGE to the car when I returned it. This car rental was used primarily for the benefit of my wife who is confined to using a wheelchair, and used to give her weekend travel away from home, which you Zipcar have not cut off with suspension of this account for nothing I actually did. Again, absolutely unforgiveable to not communicate for resolution with a long-time customer of **********************.

      Business Response

      Date: 08/12/2022

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

      Customer Answer

      Date: 08/14/2022

      [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:08/07/2022

      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.
      Received my first rental, it was filthy so I called to let them know, was exchanged a new and still dirty car, 20% less dirty still filthy. Many safety issues with car, kept alerting to low tire pressure and multiple sensors needing inspecting. Gas card in car was empty. Terrible first experience, vendor did not honor sign on bonus and now refuses any money back after canceling my account after this first trip. Newly created account, terrible and unsafe service

      Business Response

      Date: 08/12/2022

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

      Date:08/07/2022

      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.
      In December of 2021 I put in a request for 29 **************** vehicle pickup. After spending $13.00 to this location I proceeded with my 2 kids, *************** to the garage for the vehicle pick up. I saw the attending garage assistant and ask if he knew where the ********** for zipcar was located, he stated no! That vehicle hasnt been here for a few days. I immediately contact zipcar about the issue. The zipcar representative then requested that I went into the garage to see if there were any other vehicles, which there werent. The zipcar representative then located the original ********** that I was supposed to pick up. Once the vehicle was located I had to take another Uber to the location and now spend $23.74. Now heres where the bigger issue comes in. Once I got to the car it was 1. Parked by a fire hydrant 2. There were about 7 parking violations tickets on the car 3. Inside the card was contraband, bottles, **************** tickets. I contacted zipcar again letting another representative know of whats taking place. Zipcar then said they could look for another vehicle but the closet car was over 45min away. I was then told whatever I needed to correct with the ********** I would be given either credits or a refund whichever I would like. Being that we were on our way to wedding and running behind I had no other choice but to keep the vehicle leave my sister and kids at the location to take the car to the car wash for a deep cleaning then return to pick them up. I then notice it was barely any gas in the car that could take us even 4 miles even though zipcar says gas is included with the rental I still had to spend my own money once again. Towards the evening I notice the break were not as strong and because I didnt have a ear piece I didnt want to drive and talk on the phone. The breaks issue caused me to not stop in time at a red light. After all the destruction and my money spending I contacted zipcar the next day and they refused to cover the ticket.

      Business Response

      Date: 08/12/2022

      We have reached out to the member and believe this 2021 matter to be resolved.  

      Customer Answer

      Date: 08/12/2022

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
      HELLO BBB 

      I AM REJECTING ZIPCAR RESPONSE DUE TO THE REPRESENTATIVE NOT PROVIDING ACCURATE INFORMATION. THE REPRESENTATIVE STSYEC THERE WAS NO INFORMATION ON FILE IN REGARDS TO THE BREAKS OR GAS/FILTHIEST vehicle 
      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: 08/22/2022

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

      Customer Answer

      Date: 08/23/2022

      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. 

      [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.]

      Zipcar is stating they have no proof or complaints of issues with car when in fact I provided numerous calls to them in the day of rental and many days after that about the multiple issues with the car. The representatives even provided numerous credits due to the lemon they provided. When I spoke with multiple representative, they ALL stated I would not be responsible for ANY charges that came along with the rental due to all the faults and issues. Everything was covered but why now the company is backing out of the ************* due to the breaks not working properly.

       


      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: 08/29/2022

       We have reached back out to the member and determined this issue was properly handled in accordance with the member contract.  We consider this issue resolved.  

      Customer Answer

      Date: 08/30/2022

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      The issue with zipcar has NOT been resolved. The representative whom I spoke with about the car issues including the ticket stated zipcar will cover all expenses for the car due to the many issues. The company has defaulted on their responsibility. 



      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: 09/06/2022

      We have reached back out to the member, and carefully reviewed the violation to determine that the member is responsible.  This matter is considered resolved. 

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.