Auto Rentals and Leasing
Zipcar, Inc.Headquarters
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Complaints
This profile includes complaints for Zipcar, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:07/28/2022
Type:Billing IssuesStatus: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 does not cancel my account and keep charging for a service I dont use!I reopened my account then requested a new card. Somehow I was not able to sign in to my account after a week. And of course no zipcar card sent to me either. Then I saw on my bank account Zipcar charging me. Worst part is talking to the responsibles on the phone. Every time I call they put me on hold and takes an hour then the person would say I let the other department know about your cancellation request then they do nothing! Last person I spoke even told me he cannot do anything about cancellation and no for paying my money back for a service I never used. At this point this become very fishy and wanted to first share here to see if any reaction.Business Response
Date: 08/04/2022
We are actively working with the member to resolve the matter.Initial Complaint
Date:07/26/2022
Type:Service or Repair IssuesStatus: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 Zipcar which I used to visit *********************. We were later unable to start or unlock the car so I contacted Zipcar customer service. They sent a tow truck and in the mean tip I got permission from Zipcar to have ********************* to try to unlock the car, which they could but then we were unable to start the car. I told all this to Zipcar and the resolution was that they would tow the car and because there were five of us, they would provide reimbursement for any costs related to getting home as well as refunding the trip. I warned them that this would be expensive because we were pretty isolated. It then took us about 12 hours, including finding somewhere in the park to sleep, before we were able to get a cab to ******, then take two Ubers to get home. I immediately submitted all the recipes but have not received any communication in the almost 6 weeks since. I have called Zipcar a dozen times and been told that it has been escalated over and over and that I will hear back soon, but have not heard anything. The cost of travel was quite large, about $1100, so it is another team that has to approve it, but I have not received any communication from them or any status updates this entire time.Business Response
Date: 08/04/2022
We are actively working with the member to resolve the issue.Customer Answer
Date: 08/11/2022
[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.I am still waiting on the check/reimbursement from Zipcar, but have received confirmation from them that it has been mailed.
Regards,
*************************Initial Complaint
Date:07/26/2022
Type:Product IssuesStatus: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 a car from July 5 to July 7, 2022. When I picked up the car I put $50 of gas in it because there was no gas card. The car was charged to my wifes credit card ending in ****. We had to take the car back after two hours of having it because it was severely damaged we had small children in the car and it messed up our plans for two whole days. We returned the car and for a new car, but the trip was canceled by the operator. We asked for a refund because the services was not available for the time we rented the car, it was $****** for two days. Weve been trying to get a location on our refund for 3 weeks now. Upon speaking to a worker, then supervisor, the bank representative and card company, we learned that they also charged the bank card as well as the credit card. That would be two charges for one trip. So the confusion is, they are claiming that they refunded the money because they charged two cards. They removed the money from my wifes bank account $****** on July 4 and they returned it the same day. However, they also charge the credit card ending in **** and that was never refunded the ****** that they continuously claimed was refunded. so theyve been paid they have not refunded us to ****** and they keep saying that they did because they know we had to cancel the trip because the car was not safe to drive. There is absolutely no way that they didnt know that car had been in an accident. The back door and the gas tank on the same side was open and wouldnt close no matter what we tried. Only the 50 dollars for gas was returned, but the ****** for the trip has not been returned to the card ending in ****.Business Response
Date: 08/03/2022
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 08/03/2022
[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:07/26/2022
Type:Product IssuesStatus: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 July 12th I received the attached email from Zipcar notifying me that I had received a moving violation. There was no detail provided on the alleged incident, or a copy of the ticket. The *************** issues these things like candy in hopes that people will just pay them. They are almost always bogus. I wish to contest this ticket but Zipcar has flat out refused to provide me with any information about anything. When I call they send me in circles, tell me the issue has been escalated, and promise someone will call me back. It has been several weeks and no one has called. They do remain insistent that they have to charge me a $30 processing fee for this ticket that they are unable to produce.There is a time limit to contest these with the city. It's urgent that I get the information I need. Zipcar is downright negligent and deceptive in this issue.Business Response
Date: 08/03/2022
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 08/03/2022
Only after being contacted by the BBB did Zipcar provide the information I needed. The first time what they sent was incomplete. The second time, the information was correct.
When I was finally able to view the moving violation (video and photos), the evidence provided by the *************** showed me doing 33mph in a 30mph zone. This means that was not exceeding the speed limit by 6-10mph as claimed.
This ticket should have been easily contested. However, because Zipcar immediately paid the false violation, and refused to forward me the relevant info, the time limit to contest the ticket has now been exceeded.
Zipcar denied me my basic legal rights. They really need to compensate me for this bogus ticket, and the hours I spent on waiting on the telephone over weeks.
Thank You,
*********************************
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.]
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: 08/04/2022
We have reached back out to the member and due to the account being processed in accordance with the member contract, and meeting the member half way, we believe the matter to be resolved.Customer Answer
Date: 08/05/2022
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.]
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.Zipcar did not meet me halfway as they claim. For weeks they put me on hold, hung up on me, and literally told me I, "would just have to wait". It was only when I contacted the BBB that they made a half-baked attempt at reaching out. Even then the information they provided was incomplete. Regardless, the time limit on contesting the bogus ticket had run out. Had Zipcar simply forwarded me the info at the outset we wouldn't be here. They have gone to great lengths to create this problem. I cannot accept half of the blame for their negligence and disdain towards their customers. This is a serious matter and their entire team has done nothing but play games. If this is happening to me you can be certain that it's happening to others as well. They should be investigated.
FAQ
Regards,******
Initial Complaint
Date:07/25/2022
Type:Service or Repair IssuesStatus: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 a Zipcar about a month ago. In that time I have rented three cars each with very concerning issues, of increasing severity. The first car I rented was filthy on the interior which I documented on the app as requested, the second car had a pile of dirty clothes strewn across the hood, and the third car (that I rented today) has an expired registration sticker with 05/2022 as the listed date. Regarding todays incident of the expired registration sticker, Zipcar representatives told me that the registration has been renewed but not the sticker and I had to inform them to the law and safety concerns. As a Black person, it is not safe for me to be driving a vehicle with an expired and illegal sticker. The representative then tried to shift me to another vehicle but I declined knowing more likely than not, that vehicle would also have a series of concerns. I requested a refund for the $18.36 charge and something in exchange for the issue at hand. I was on the phone for 39 minutes going back and forth with a representative and later a manager about sending additional pictures of the expired sticker (clearly viewable in the first photo) and then the manager offering me 15m, 30m, then 60m in driving credit despite me explaining at each juncture that I plan to cancel my Zipcar membership. I cannot in good faith maintain a membership with a company that will pair me a car illegally on the road and put my life in danger.In conclusion, I would like to be contacted by Zipcar regarding the lack of accountability, safety (as a Black person behind the wheel) and legality (not having the car legally registered).Business Response
Date: 08/03/2022
We have reached out to the member, and having not heard back believe the matter to be resolved.Customer Answer
Date: 08/03/2022
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 # ********.
Thanks for your note.
To start off, Im unsure why you consider the case resolved when its only been ***** hours since your email response. I want to note it took you 6 days to respond to my BBBcomplaint, 4 of which were business days. I left the complaint on July 26, I received a response on August 1. Quite intriguing that I am not extended that same courtesy or timeframe.
I understand that car sharing is different from car rental. However in each and every instance (3 times over 2-3 weeks) I have encountered issues. You state in a car sharing environment you are going to find situations such as this but you refuse to take accountability for your own vehicles and their current state. As you shared you are unable to see the vehicles between each trip but given the sheer frequency of concerns, additional accountability should be instituted.
It should not be my responsibility, as the paying customer, to have to start by removing filth, strewn dirty clothes, and stains. It should not be my responsibility to have to spend an hour on the phone after discovering an expired inspection sticker, as a paying customer.
Also to clarify, the situation is about much more than just frustration. These situations have lacked respect, considered for my time, safety, and legality. I should not have to remind you that car with an expired inspection sticker is illegal to drive. As a Black person living in a time of police brutality, that situation is a threat to my livelihood.
In the specific paragraph addressing the expired inspection sticker you state you are sorry to see that the inspection sticker on ****** was expired and I am sorry you were unable to use this car as you had planned but not once did you mention the lack of consideration, respect, and legality. Not once did you mention how I had to spend an hour of my time to get a refund processed for this car in the amount of $18and I can assure you one hour of my time is worth considerably more. Also as Im sure you have seen on my account and in the representatives notes, I have cancelled my Zipcar membership (as I do not feel safe knowing the company does not honor legality nor respect me), and yet you are striving to remedy matters by providing a$25 driving credit? Deeply intriguing and certainly quite the mismatch.
As I mentioned in the BBB complaint I am seeking accountability, safety and legality. Again not one of which was mentioned in your response.
*********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.]
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: 08/04/2022
We have reached back out to the member and believe the matter to be resolved.Initial Complaint
Date:07/25/2022
Type:Product IssuesStatus: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 24 July I turned up for my Zipcar booking and waited 20 minutes but the previous driver had not returned the car. I called customer services and was told that I could cancel the hire. If I did this I would be refunded the full amount of the hire, and reimbursed for alternative transportation equivalent to $25 above the hire amount. I have spent over an hour on hold with customer services because they only refunded me $25 as they claim that their policy is only to refund $25 for alternative transportation, regardless of hire time. They claim that someone emailed me this policy yesterday but I did not receive that email. They are refusing to compensate me for the mistake their employee made about the policy, and as a result I am $153 out of pocket.Business Response
Date: 08/03/2022
We have reached out to the member and believe the matter to be resolved.Initial Complaint
Date:07/25/2022
Type:Sales and Advertising IssuesStatus: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 4/27/2022, I had a trip with Zipcar and returned my Zipcar to the Sunnyside municipal lot. I received a parking ticket for allegedly parking incorrectly in said spot on that same date. I believe the complaint, however, was false. The problem is that Zipcar failed to notify me within a reasonable time frame that this incident had occurred, which denied me the ability to adequately respond to the claim. Zipcar notified me of the above on 7/25/2022, almost three months after the incident occurred, and rather than accept any sort of responsibility, they have decided to stand their ground on their unreasonable behavior. To add, they charged me a processing fee of $30.00 for this violation. This is unacceptable and shows that Zipcar does not care about its customers. Throughout my using Zipcar, I have only had bad experiences, cars were dirty, damaged, smelled like class 1 narcotics, and customer service was unreliable and antagonistic. Today (7/25/22 at 1:59 PM), I spoke with a customer service agent, and this agent minimized my experience and acted like policy trumps keeping customers happy. Moreover, they implied that three months is reasonable service, with the time to respond to a ticket in the ***************** in 30 days. I have been more than accommodating with Zipcar and was willing to pay the ticket even though I did not believe that the ticket was given in good faith. However, Zipcar has forced my hand with its money-grabbing nature. For me to be whole, I want a refund of the processing fee and a refund of the months I haven't used yet in 2022. I was wronged and humiliated today and will stop at nothing to ensure that other consumers know about their scheming ways, so they don't use Zipcar if I am not made whole. So I humbly ask the better business bureau to help me get restitution from the degenerate and unethical ways that Zipcar does business.Business Response
Date: 08/01/2022
We have reached out to to the member and believe the matter to be resolved.Customer Answer
Date: 08/02/2022
[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, however, I do still take issue with the way zipcar conducted itself 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:07/24/2022
Type:Service or Repair IssuesStatus: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 and Is a car rental organization, I went to them on July 12,2022 I attempted to make a reservation with them to book a car for the following day which would have been July 13,2022 I got charged twice for $138 dollars which is $276 in total and never received a reservation, never received services from them period , Ive been on the phone with customer service for almost two week fighting for my money back and have gotten no help no resolution or Accommodations for my troubles they wont let me speak to anyone in the billing or it department they deliberately have not cleared the charges so the money is still showing hold in my account so my bank cannot dispute itBusiness Response
Date: 08/02/2022
We are actively working with the member to resolve the issue.Initial Complaint
Date:07/24/2022
Type:Service or Repair IssuesStatus: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 7/22/2022 8:38 AM I reserved a ****** XV Crosstrek, Vitruvio Plate #GG2928 for Jul 23, 8:30 AM to Jul 25, 8:30 AM. Pick up location ********************************************************. On 7/22/2022 3:31 PM I got an email from Zipcar that my reservation has been updated. Zipcar changed this reservation on their own without asking me. The location is 20 minute walk from my home. 7/22/2022 5:53 PM i got an email saying; "Your Jul 23 trip has been canceled. If you did not request this change, there was likely an unforeseen issue with the vehicle, resulting in the cancellation of your trip. We are sorry for any inconvenience." 7/22/2022 7:29 PM made a new reservation. The car was a ****** Impreza, Mighty *** Plate #JKE6208 for Jul 23, 9 AM to Jul 25, 10 AM. When I picked up the car it had major damage. I reported it and contacted zipcar. I was put on hold. I waited as long as possible. 25 minutes later when I was packing. I got a call back from customer service. I was told I had to drop the car in one location and go miles away to the other car. I ask to go switch the cars and as told no, I would have canceled the trip but had already paid for events. Upon drive the car several more issues Arised. It was raining in the car, there is no wiper fluid so it was unsafe to drive, the tire pressure light kept coming on and the biggest issue the sunroof seal is coming off so along with rain we also had unbearable sound. All of this is documented. Pictures are attached. We also have video of the rain in the car and the sunroof.Business Response
Date: 07/29/2022
We have reached out to the member and not heard back. We believe the matter to be resolved.Initial Complaint
Date:07/23/2022
Type:Service or Repair IssuesStatus: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 Friday 7/22, I rented a Zipcar from ****pm and returned the car on time at 10pm. The next day, I was charged $300 in late fees because Zipcar claims the car was driven until 3am. I have my personal phone GPS record that shows the car was returned, and the parking lot video security footage would confirm this as well. When I called to attempt to resolve this issue, Zipcar says the car GPS shows the car was moving until 3am. This is not possible based on the other sources of evidence mentioned. In addition, I have been a member for two years and have never returned the car late. I am requesting the late fees (not the trip fee) be refunded since they are inappropriately charged.Business Response
Date: 07/29/2022
We are actively working with the member on this issue.Customer Answer
Date: 07/29/2022
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 # ********.
Zipcar has failed to accurately communicate with me. I had to call customer service to learn that an investigation was opened into my complaint, but they were not transparent with me about what this investigation would entail, timelines, what to expect in terms of possible outcomes, or potential additional charges I may incur on my account due to the investigation. One agent told me the investigation would take 1 week, another told me it would take 1 month. Going from being wrongly accused of not returning a vehicle, to a non-transparent investigation process has been very anxiety provoking and stressful. As a consumer, I have a right to know exactly the steps that are being taken to investigate my situation, and the possible outcomes after completion of a resolution rather than being left completely in the dark. I would greatly appreciate if as a resolution to this, someone from the investigations team could reach out to me via phone to explain the process and close the gaps in my understanding of the situation.Business Response
Date: 08/02/2022
We have been actively working with the member to resolve the issue.
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