Business Profile
Auto Rentals and Leasing
Zipcar, Inc.Headquarters
This business is NOT BBB Accredited.
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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
- 658 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:07/23/2022
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.
I was a user of *********************** service. A part of the pickup process was to document in writing by uploading photos of the condition of the car. ZIPCAR instead of addressing issues would just give a credit for the inconvenience. I was told that I could not submit the information and receive credits as they felt they issued too many. The credits were not someone I requested but something they did on their own. I after that rent3d a vehicle that had an unsafe issue with the breaks. I made them aware of this and returned the car. They refunded the trip as I was unable to use the vehicle and then they suspended my access. This is horrible policy and service by a company's.Business Response
Date: 07/27/2022
We have reached out to the member and see account was processed in accordance with the member contract. We believe this matter to be resolved.Customer Answer
Date: 07/27/2022
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.]
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:07/23/2022
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 may 26th I tried to acquire a zipcar using my membership and realized that it had been terminated without any reasoning. I called zipcar to try and settle the matter and fast forward they basically told me I need to apply again. I was told that there was nothing they could do and that in a few days I would hear back from them. They told me that after a few days that my account would be back to normal. A couple days pass and I receive an email stating that my application was denied. I called customer service to figure out what was the reason for my denied application, however, no one over the phone was able to help. They just read to me the requirements on what you need to get accepted. As I did for my first application that got approved I also did for my second application which was to provide everything they asked and meet all requirements and so I did, but for some reason the second time around my application was denied. Im just asking for help to understand why it was denied and why no one can help me get it back, I had no violations I paid my monthly fees on time no latenesses and I just find it difficult to understand why they would shut my account down and why no one in the company can provide any help when nothing wrong was done on my behalf.Business Response
Date: 07/27/2022
We have reached out to the member and believe the matter to be resolved.Initial Complaint
Date:07/23/2022
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.
Hi, I planned four hours driving today, also today is my first trip. But I tried two cars and wasted me 1hr, they all not working, contact with customer service for ******, and no resolution. Please refund me whole trip ($63.30) + application fee($16.30) I paid 06/15 They all have to refund to my original credit.Business Response
Date: 07/27/2022
We have reached out to the member and believe the matter to be resolved.Initial Complaint
Date:07/21/2022
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 closed my ZipCar account and membership in November of 2020. Below are two refunds I never received.1) Prior to closing the account I requested a refund of $38.11 for out of pocket expenses I incurred while renting one of their cars. This was approved and ZipCar claimed to have processed the refund. I never received this refund and ZipCar customer service has no record of the refund expect for a chat message saying it was processed. I provided ZipCar my bank statements and they still refuse to issue the refund or provide any proof it was processed on their end.2) After I closed my account in November 2020, ZipCar erroneously opened my account with my permission and charged me an annual membership fee of $35. After contacting ZipCar around July 2022, when I noticed they reopened my account and charged this fee, they claimed to have refunded it and apologized for the mistake. However, again, I never received the refund. After over 10 messages back and forth with ZipCar they keep saying over a month later to keep waiting for it to appear on my statement. I am requesting the $38.11 and $35 refund and confirmation my account is closed.Business Response
Date: 07/29/2022
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 07/31/2022
[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:07/21/2022
Type:Sales and Advertising 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.
Zip car has sent ten dollars into my collections blocking me from using their service although I had no prior history with being delayed in payments nor any record on my credit which is now hindering me from procuring the product and no representatives will help or listenBusiness Response
Date: 07/28/2022
We have not heard back from the member and are unable to locate the account with the information provided.Initial Complaint
Date:07/20/2022
Type:Customer Service 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 would like to cancel this account and not pay any annual fees as I have not used this service for 4 years.They will not let me cancel until I update my credit card information and pay last year's $70 fee.I have paid (I did not realize that I was being billed every year) a $70 a year for the last 4 years without using their car service.Business Response
Date: 07/25/2022
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 07/25/2022
[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:07/20/2022
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 May 21st I rented a Zip Car for a day trip. The car was not in the location when I arrived. Zip Car support confirmed the car was not returned and had no other cars available. Zip Car said I could take public transportation including a car service such as Uber and I would be full reimbursed. All I would have to do is submit the receipts. I took an Uber round trip to the location for a total cost of $432.84. The next day I submitted the receipts. Zip Car e-mailed me on May23rd to confirm that my reimbursement was approved and a check will be sent out. I could expect the check in **** business days. The check never arrived. Since then I have called Zip Car 5 times as to what happened to the check. Each time I am told the situation has been escalated and I would get an answer in 5 business days. I continue to call with no answer as to why the check has not arrived. Each time it is escalated. All I want is my reimbursement of $432.84Business Response
Date: 07/25/2022
We have reached out to the member and believe the matter to be resolved.Initial Complaint
Date:07/20/2022
Type:Order 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 14th, 2022, I signed for Zipcar to rent a vehicle. I was charged a $25 application fee which makes no sense. They charge everyone a $25 application fee, this is how they make their money and they refuse to refund the application fee back to consumers. I was also charged a membership fee of $9 which they refuse to refund back. My membership expires on August 13th, 2022. I called on July 20th, 2022 to cancel my membership. They cancelled my membership but they refuse to refund my $9 back. I was also charged a protection fee, of $13.28. If nothing is wrong with the car, they're supposed to refund you back for that..They refuse to refund me back the $13.28. Down below, I will attach some files of my billing info. I regret signing up with this company, this company only cares about overcharging people and promises to refund money that is owed but doesn't actually honor that. I spoke with several representatives from Zipcar, including the supervisor..and neither of them were able to help me or find a solution. Lastly, the day I rented the car which was on July 15th, 2022, I decided to return the car back 3 hrs early before my booking time ended, they refuse to refund me for the last 3 hrs that I did not use. Booking time was supposed to be from 12pm - 12am. July 15th, 2022 - July 16th, 2022. I only used the car from 12pm - 9pm on July 15th, 2022. This company is horrible and needs to be shut down. They don't value their customers and they don't show appreciation. I asked for a driving credit to go towards my future rental, being that they don't wanna give up any refunds..they also denied me a driving credit. This isn't how a business should operate. This is not how a business should be conducted! Down below is proof of payment for the services, that I paid for. If you need any additional information, please contact me through email at *********************Business Response
Date: 07/27/2022
We have reached out to the member and verified the legitimate fees are all in accordance with the member contract. We believe the matter to be resolved.Customer Answer
Date: 07/27/2022
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.]
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,*******
one of the representatives asked me if I wanted a refund or driving credit, I don't understand why he didn't make any note of it on my account. I don't have anything else to say. Zipcar is a shady business.Business Response
Date: 08/02/2022
The members billing is in accordance with the member contract and we believe the matter to be resolved.Initial Complaint
Date:07/20/2022
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 rented a Zipcar on July 15th 2022. When I got to the car and turned it on the fuel tank warning was illuminated. I had to quickly go to a gas station to fuel the car. I searched the car and the gas card they claim was supposed to be in the car was not there. I filled the car paying with my personal credit card. When I asked the gas station attendant for a receipt, I was told they were out of paper. Zipcar claims to reimburse their customers for out of pocket costs. I submitted a screenshot of my credit card statement showing the charge to Zipcar and they refuse to reimburse me the cost of fueling the car. I want to be reimbursed the $40.03 of gas I put into the car with my own money.Business Response
Date: 07/27/2022
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 07/27/2022
[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:07/19/2022
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 July 18th 2021 @ 5:45pm I was at the zipcar location getting ready to pick up the car but while Im standing there the member with the car pulls up at 5:50pm and at 5:50pm she was still sitting in the car and I was being generous giving her extra time to get all her things and get out but she proceeds to still sit in the car on my booking time which was 6:00pm. Im still giving her enough time because she had her child with her but as I started talking to her like maam could please exit the car this is my time. She gave me a nasty attitude telling me to call zipcar & as I try to unlock the doors from my app she started the car up and started backing out the zipcar location and sped off doing at least 60mph with a baby in the car on my booking time. I had my 2 and 3 year olds out there with me and it was over 90 degrees outside. I tried telling zipcar but it seems to me that they dont care , I dont think they are going to do anything about it they let her extend her trip for more days and all. I dont think thats fair I want her account taken I want her to have a bad day just like I had. Because she was ****** disrespectful and rude and I never once came at her any kind of way.Business Response
Date: 07/27/2022
We have reached out to the member and believe the matter to be resolved.
Zipcar, Inc. is NOT a BBB Accredited Business.
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