Complaints

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

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Zipcar, Inc. has 16 locations, listed below.

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• 

  Zipcar, Inc.

  35 Thomson Pl Boston, MA 02210-1202

• 

  Zipcar

  191 2nd St San Francisco, CA 94105

• 

  Zipcar

  654 Seymour St Vancouver, BC V6B 3T4

• 

  Zip Car Rental

  3137 Warner 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: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.

  I applied for a zipcar membership and was charged a $25 application fee. Zipcar rejected my request, citing my driver's license not meeting their requirements as the reason. Upon reviewing their requirements, however, I've found that there is no part of my license that doesn't meet their standards. I called their customer support line to inquire about the rejection, and they refused to provide a reason as to why the license was not acceptable. I then asked for a refund of the fee since they were unable to provide any reason for the rejection, but they again refused. The representative told me he recieves many such calls from upset applicants being given no information about their rejected claims. It's my belief that Zipcar is simply stealing application fees from people and expecting that their lack of a system for recourse will make people give up and surrender the $25 for no product.

  Business Response

  Date: 08/12/2022

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

• Initial Complaint

  Date:08/05/2022

  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.

  Zip car promised service to rent vehicles if you sign up - so I paid the application fee for me and my girlfriend on a family account, and the $8/month fee. Despite this, and having valid licenses, clean records, etc, her application was rejected. This resulted in us not being able to use the service.When contacted, zip car would not release the money we paid, despite promising service upon application. Chat support admitted they had made a mistake in their software with temporary licensing, but that they couldn't manually override the application, and that she could not reply therefore.Despite admitting wrongdoing, the company refuses to give us our money back. This is a negligent practice by the business bordering on illegal. They made a mistake preventing use of service, but want to keep nearly $100 in charges because of their mistake.

  Business Response

  Date: 08/12/2022

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

  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. 

  The business responded that we were at fault, and that ****** was able to re-apply, and that she applied with a paper license.

  However, none of the above statement is true. ****** reached out to Zipcar support. Support told her she was unable to apply, and that in general, no-one can re-apply after being rejected. Furthermore, ****** did apply with a real license, not a paper one as the business claims, which was the crux of their rejection. This was abundantly obvious from the photos - Zipcar got this one wrong.

  
  Regards,

  *******

   

   

  Business Response

  Date: 08/23/2022

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

• Initial Complaint

  Date:08/04/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Zipcar in 2012 and used it as a free membership around that time. I have not used Zipcar in the past 10 years but my account was still active (but not being used). Recently I became aware that my membership was changed to a paid plan and a balance has been built up without my consent. I am unable to cancel this membership which I never agreed to and Zipcar has threatened to send this to collections. I do not believe this is a legitimate charge as I did not agree to this new paid plan.I would like this balance completely canceled and my account officially closed with $0 balance.

  Business Response

  Date: 08/04/2022

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

  Customer Answer

  Date: 08/04/2022

  [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:08/03/2022

  Type:Sales and Advertising 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 not used ZipCar in over 5 years and they are now trying to charge me a $70 annual membership fee. They are threatening me with collections if I do not update my payment method in my account. I am not interested in using ZipCar services anymore and do not recall being charged a fee in the past (my credit card that was registered in the account had expired a long time ago).

  Business Response

  Date: 08/04/2022

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

  Customer Answer

  Date: 08/04/2022

  [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:08/02/2022

  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 rented with Zipcar on June 12. I picked up the car and all was well until the return. I arrived back where I picked up the car about 20 minutes before my reservation was due to end to find that another Zipcar had parked in the spot where I picked up the car, which is a single Zipcar spot in a small lot in front of an apartment building. I called Zipcar to find out what to do at 6:43 pm EDT. I was on hold for some time and, with the reservation ending at 7:00, I parked two spots over from the original Zipcar spot at the home location, in a spot marked future resident parking and I remained in the area while I waited on hold in case I was instructed to move the car. I was on the phone for 27 minutes total. When I was finally able to speak with a Zipcar representative, I explained the situation with the spot being full and where I parked the car, the sign where I parked, that there is construction across the street and limited street parking, etc. to find out what to do. I was told by the Zipcar representative that I did the right thing, and that where I left the car is fine. I explained that I want to make sure that it is okay and that I will not be charged further if there is a problem, and was told again that I did the right thing and I did not need to worry further. I was also credited some funds to use on a future reservation for my troubles. Had I been instructed to move it elsewhere, I would have, but that is not what the Zipcar representative instructed me to do. I was subsequently charged $380 for towing. I received an email from Zipcar about this, and then I tried calling customer service but each time they were only able to make notes on my account. I was instructed to reply to the email. Several weeks later, with several follow up calls to Zipcar, I was told by email that the charge will not be refunded. I replied asking for a call with a supervisor to review the recording of my original call and was told the decision is final. Account *******.

  Business Response

  Date: 08/09/2022

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

  Customer Answer

  Date: 08/10/2022

  [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:08/01/2022

  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 signed up for the FlexCar membership last week with the rental car reserved. The pick up process was a nightmare. I scheduled a pick up at 9 am in the morning, I went to the location, the car wasnt there. I called the customer support, they told me that the car was not gonna be ready until 1 pm. So I waited another 3 hours, the button turned green in the app. I went to the location again, now the car is there, but its NOT unlocking! I had to call the support team again with them on the phone trying to figure that out. By the time I was finally able to get the car, it was 5 hours later and I was late for both my drs appointment and my work. The car was fine other than the door wouldnt close all the way unless you slam it. The smell in the car was not very pleasant but tolerable. It also shows in the flexcar app that my weekly rate is $60 instead of $80. I was also charged for the 100 free miles I think? I scheduled a swap on 8/1/22 to have the new electric car, the new car is fine. Im requesting to have the current rental rate reduced to $60/week despite having to deal with all the issues.

  Business Response

  Date: 08/09/2022

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

  Customer Answer

  Date: 08/09/2022

  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.]

  They have not addressed the issue at all. The representative told me theres nothing they can do, After switching to an electric car the billing is still not accurate which charged me $20 more a week. I also need to drive 40 miles each time almost twice a week theyre charging $24 more a week just to charge the car. So I think $100/week is justified. 

   

  
  
  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: 08/17/2022

  We have reached out to the member and believe the matter to be resolved in accordance with the terms of the plan.  

  Customer Answer

  Date: 08/27/2022

  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.]

  Please forward this message to ZipCar as I just returned the car today.

  When I got the car it was dirty, so I had to take the car to car wash and pay out of pocket. During the rental period, I had to drive back and forth long distance just to charge the car, Im also being charged for the mileage to charge it as well. The apple car play does not work half of the time as I also reported it to Flexcar. In the app it was still saying $130/week or it shows $60/week ****** RAV4. Due all the issues I mentioned above during my rental Im asking for $600 out of $1,200 rental charge refund for mileage compensation, apple car play malfunction as well as the faulty billing system that display the wrong information.

   

   

  
  
  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: 09/01/2022

  We have reached back out to the member and as the account has been charged in accordance with the member contract the issue is considered resolved.  

  Customer Answer

  Date: 09/10/2022

  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.]

  They did NOT offer any solution, they even changed the membership rental pricing without notifying the members. Now it's 2x expensive and the membership holds no value anymore. I want the membership to be canceled and refunded plus a refund of $600 on the previous rental.

  
  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,

  ****

   

   

• Initial Complaint

  Date:07/31/2022

  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 transaction occurred on Friday, July 15, 2022. $244.74 was debited from my account on July 12, 2022.A refund of $84.31 was refunded to my account on July 18, 2022.On July 27, 200 another $9.00 was debited from my account.I want the total difference of $169.43 to be refunded to me.The agreement is for me to rent the vehicle for a specific amount of time from a particular location and return it to that location on the time agreed upon. The nature of the dispute is that Zipcar refuses to refund me for the full amount of the trip after not providing roadside assistance for the disabled vehicle (flat tire) leaving me stranded without a way home. The car remained on someone's private property (driveway) for 5 days before being towed away which was an inconvenience to the property owners.They refuse to fully refund the trip even though they did not adhere to their part of the agreement.The account is under my name *******************, The trip was ***** Civic, Lumberjack, Plate #UDD1776.

  Business Response

  Date: 08/04/2022

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

• Initial Complaint

  Date:07/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/27/2022 I began my trip using the car Zipcar had assigned me in ********, ******. A day into the trip and already at my vacation destination (****, ******), the Zipcar began showing a malfunction. The horn was loudly and incessantly sounding, startling myself and others on the street/road, with no reason or warning. I called Zipcar and after some time, who confirmed it was a wiring malfunction triggering the anti-theft. They suggested I either have it towed and figure out myself a new way home (no other Zipcars available in area), or drive it home. We drove it home the next day, horn malfunctioning the entire time, making us pull over during some worse honking fits where other drivers were concerned/upset by it. We extended the trip time 3 different times because of it, costing us more money. Even upon ending the trip, I needed to speak to a representative to remotely lock the door because the passenger would not lock despite mine and their efforts. Alarm kept sounding and not locking. I was charged for that time as well. In response, the company wrote it off as a minor inconvenience, and said the highest they could compensate me would be giving me 15 miles in credit for my next trip, equivalent to $3.74, and after more time and speaking with a supervisor about my dangerous, stressful, unjust situation, heightened the compensation to 30 miles credit (less than $10.) . Im not seeking credit, but feel cheated on my time, money, and customer experience with this company. I was given no reasonable option as the car they assigned me presented a dangerous problem, and I am being given not only a sensible compensation but someone who will actually listen to me and reason with me about the situation. They have acknowledged all of this to be true, and still continue to deny me these things. I have video footage of the malfunction.

  Business Response

  Date: 08/04/2022

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

• Initial Complaint

  Date:07/29/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car for a 2 hour rental this afternoon, 29 July 2022 from 2:30pm to 4:30pm. It is 90F here today with 80% humidity. I had a doctor's *********** I had been waiting several months for. The car had no air conditioning. Broken. It would be one thing if this one a one-off thing, but every.single.car. I rent has a serious problem with it. My last rental had to be refunded because, guess what? The battery was dead. They knew that. They didn't rebook me though, they just waited for me to find out themselves (the rep admitted the car had been reported dead several days prior). I had an issue with broken AC last summer, too -- why?I called and asked for assistance with the broken AC and they refused. I had a doctors *********** that i suffered through and evidently was not safe for me to be in the car -- my phone did the "iPhone too hot to use" thing -- that's how hot the car was. I called and asked for assistance and they doubled down and told me there was nothing wrong with the car. Yeah, because its safe to have heat stroke while driving, don't you think? No refund. No re-booking. When I asked them to escalate the case, they refused. All I want is a working car so I can go to my doctors ***********s -- this isn't that hard. But apparently it is if you are Zipcar. I cannot tell you the last time i had a functioning car. They're not ever clean, either, but I'll take a filthy car smelling of weed over one with no AC in the middle of July. I only use them out of absolute necessity (i.e. doctors ***********s that have to be out of town) but we're at the point where I'll stop even doing that.

  Business Response

  Date: 08/04/2022

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

  Customer Answer

  Date: 08/25/2022

  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. 

   it is not resolved. they never reached out to me 

  Business Response

  Date: 08/29/2022

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

• Initial Complaint

  Date:07/28/2022

  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 ****** crosstrek (Expecto Patronum) with the plate number L24MBY last 07/21/22 through the app from 5-9pm. I missed to extend my trip, so that i could return the car to it's home location, and immediately called the customer service to help with solving the situation at 9:15pm. I was with the *** for almost 1 hour, and for unknown reasons they could not book me through their system. They have decided to have the car towed where I booked an uber for my wife and I stayed with the car until 12am waiting and thinking that it would be towed the same night so i could retrieve my personal belongings inside the car. I contacted them again before leaving and followed their instructions to take pictures of the car and name all the items I left inside. The following items are inside the vehicle at the time I was locked out: apple lightning cable, dash cam kit, personal EZ pass, sack of rice, pack of coffee, big bag of sugar. I followed up the next day to ask if the car has been towed and where can i pick up my belongings. They told me that someone from their company would contact me within the day (07/22/22) to inform me on how to get my things back however no one did since then up to writing this complaint (07/28/22). I called them again today (07/28/22) to ask for an update and confirmed that the car is available however is currently based in ***********. I asked if they could assist me with getting transportation as I have spent and lost so much from the experience already. They said that they could not do anything about it and that they are not responsible for the loss of my items. I believe in this situation they are accountable for my personal belongings since I was operating in good faith and that the inadequacy of their system was the main problem. I am seeking for the replacement/compensation of all my items or to its total value, and compensation for all my expenses and stress with the experience.

  Business Response

  Date: 08/04/2022

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