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
- 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:02/20/2025
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.
The issue with this company is that I was left in the middle of a rainstorm without in ********. The car used to help somebody in ********* move bacxk in the city. Then I called my bank to dispute the charges, left the car, and had to call **** to move the rest of the stuff that day. Then I claimed i violated community guidelines when i paid for the use and was not allowed the time. ineeded.Business Response
Date: 02/26/2025
We have reached out to the member and having not heard back, believe the matter to be resolved.Initial Complaint
Date:02/19/2025
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 agreed to pay 26 dollars for a membership fee and they charged ****** dollars to my card. I called them and they said it would be days waiting for a team to figure it out. This has caused me a great hardship. I did not authorize this they are crooksBusiness Response
Date: 02/24/2025
We have reached out to the applicant and believe the matter to be resolved.Initial Complaint
Date:02/19/2025
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.
Transaction is from Zipcar **************** program.Dates: Feb 18th, 2025 - Feb 21, 2025 Business listed a vehicle for rent that is not registered for ***** Agent said there is a document missing, but they still put it on the market. I would have rented a different vehicle if I knew of this situation. They knew and STILL put it as a **** rental.Business Response
Date: 02/24/2025
We have reached out to the member and having not heard back, believe this matter to be resolved.Initial Complaint
Date:02/13/2025
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.
The above name company is exploiting vulnerable people for illegal transactions for deposits and refuse to refund any money without explanation. Im being denied access to this company for reasons beyond my control. This is discrimination. I have not been given any proven reason as to why I cant access this business. I will be filing a civil suite for improper business practices. Per Equal opportunity laws. I demand a full refund.Business Response
Date: 02/20/2025
We reached out to the member regarding this issue in October and again today. This account was terminated for severe breach of the member contract and as a result we consider this case resolved.Customer Answer
Date: 02/20/2025
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.]
I do not accept the decision made by this company. I did not receive any benefits from this organization while they illegally debited my account for money without providing services per their agreement. I demand a full refund, or I will pursue litigation for this discrimination attempt by this company.
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: 03/04/2025
We reached back out to the member and verified all charges and account events have been in keeping with the member contract.Initial Complaint
Date:02/07/2025
Type:Billing 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 Saturday, February 1st 2025, I noticed a charge from Zipcar. I called them and I was told that the amount would be returned to my card. I called again Monday and was told it was in pending mode and that it wasnt an actual charge but I called my bank and they told me the charge was complete. I contacted Zipcar again on 2/6/25 and was told I would see the $25 returned by the end of the day Thursday or no later than the end of Friday 2/7/25. Today is Friday and I contacted Zipcar and after them vehemently saying they dont know about this charge, which they had previously acknowledged, I sent them the information about the charge which I can hopefully submit for BBB review. After speaking with at least 4 Zipcar representatives today, with no resolution, I am hoping BBB can help me get my $25 backBusiness Response
Date: 02/13/2025
We have reached out to this member and having not heard back, believe the matter to now be resolved.Customer Answer
Date: 02/13/2025
[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:02/04/2025
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.
Date of Transaction: October 25, 2024 (date of violation), charged on January 31, 2025 Amount Paid: $113.77 CAD ($83.77 for the parking violation + $30 processing fee)Details of the Issue:Im a recent graduate currently without a job, and this charge has been a huge burden on me. On October 25, 2024, I rented a Zipcar and returned it to the designated location. When I got there, the Zipcar parking spots were completely full, so I had no choice but to park as close as possible to the designated area. Ive used this location many times before and never had this issue, so I assumed I did the best I could under the circumstances.Months laterat the end of January 2025I suddenly received an email saying I was being charged $113.77 for a parking violation I didnt even know had happened. This included a $30 processing fee, which felt especially unfair because I was never notified of the ticket in the first place or given a chance to resolve it myself. When I contacted Zipcar, they directed me to their website, but at the time of the rental, there were no clear instructions on what to do if the Zipcar parking spots were ******* make matters more confusing, Ive picked up a Zipcar from this same location before, parked in the same area theyre now calling a violation. Their rules about where to park are really unclear, and this just doesnt feel fair.I called Zipcars customer support to explain the situation, and the representative even told me my parking was acceptable based on their system. They said they would escalate the issue, but then later told me the charge was valid and refused to waive it.This charge is a huge financial stress for me right now, especially because I did everything I could to follow the rules. I wasnt given clear guidance, and it doesnt seem right that Im being forced to pay such a large amount for a situation that was out of my control. Id really appreciate your help in resolving this fairly.Business Response
Date: 02/06/2025
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 02/06/2025
[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,
Yiting ****Initial Complaint
Date:02/03/2025
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 January 25, 2025, I rented a Zipcar, choosing the service specifically for its convenient pickup location. However, early that morning, I received an email stating that my selected location was unavailable, requiring me to walk 30 minutes to an alternative site. When I arrived, I was unable to unlock the car. After calling customer service, I was informed that the car was offline and was directed to another vehicle 15 minutes away.Upon reaching the second car, I found it covered in dog hair, which was a serious issue as my partner is allergic. Since we were already late for an appointment, we had no choice but to use the car. I immediately reported the issue and was assured a follow-up, but five business days have passed with no response.I am filing this complaint because Zipcar failed to provide the clean and convenient rental experience it promises, despite the annual membership and rental fees I paid.Business Response
Date: 02/04/2025
We have reached out to the member and believe the matter to be resolved.Initial Complaint
Date:01/26/2025
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.
This form is to complain about my recent Zipcar rental experience on Jan 19th, 2025 in ***. I had my 5months old baby with me who I had to drive to ** to a medical appointment that made the issues described even more critical by putting the baby in risk due to the unmaintained vehicle. Upon picking up the vehicle ***** CR-V, I encountered several critical issues:Brake System Warning: The vehicle displayed a warning light indicating a critical issue with the brake system. Unsanitary Condition: The vehicle was excessively dirty with dirt on the seats and on the floor. Insufficient Fuel: The vehicle had 3 bars of fuel (less than 1/3) and I submitted so in the . The previous user didn't fuel the car and ********************** takes advantage of charging me for fuel. I used the car only for 15 miles trip in total that takes no more than 0.75 gallons of fuel or $2.5 and according to the contract this amount of fuel is included with my ride.I request that Zipcar investigate this matter and take the following actions:Refund the fuel charges: I request a refund for fuel charges incurred during the rental - $32.66 Issue at least 30% refund of the trip fare of $76 for the unsafety and extreme inconvenience of the poorly maintained vehicle. When I was taking to the customer support team of ********************** they were very rude by screaming at the customer , they also said the supervisor will call me but they didn't. Very poor customer support, this made me terminate their membership and I'll make sure my friends and family do the same.I expect a prompt and satisfactory resolution to this matter.Business Response
Date: 02/03/2025
We have reached out to the member and having not heard back, believe the matter to be resolved.Initial Complaint
Date:01/24/2025
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 reserved a car from 3 to 4:30 today. At 4:05, I was leaving ******** to take the car back and thought of extending to go to another destination. I clicked on "extend" to check prices. It was $10 to extend 1/2 hour and $19 for an hour. I decided to not extend, as it was so expensive. I hit "back" and opened the car and drove home. I even took a toll route home to make it by 4:30. I returned the car at 4:29 and I took a photo of the screen showing that, as Zipcar has in the past tried to charge me $50 for being even a couple minutes late. When I got home, I received a "trip update" saying that I had extended my trip to 5 pm. I immediately called Zipcar and said I did no such thing. The man on the line told me I did extend it and said I could not be telling the truth because the system would only allow an extension if I did it or if I called them to do it. I explained to him the above, and asked him if he thought that somehow, when I put my phone away, that it hit something in my bad to select a 1/2 hour extension and then to hit "next" to extend the trip. he said there was a "*****" chance of that. I said, "Are you really telling me that there is a ***** chance that something in my bag could hit two separate buttons in the app?" And he said yes. At this point I am afraid to ever open the app or touch the app, as I am afraid it will do this again. I want my $9 back. It's not about the money. It is a waste of time for me to spend all this time fighting over $9. It's the principal of this company extending my trip when I did not extend my trip.Business Response
Date: 01/29/2025
We have reached out to the member and believe the matter to be resolved.Initial Complaint
Date:01/24/2025
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 January 18th, I encountered significant issues with my Zipcar reservation, leading to a nearly $400 in unjust charges. My original reservation (7:00 AM to 1:00 PM, ******* Elantra) was confirmed twice on January 17th by customer support. To ensure the vehicle would be ready for pick-up, I contacted Zipcar customer support twice on the evening of January 17th. Both times, I was assured that the car would be available at the designated parking spot. However, on January 18th at 6:30 AM, the car was marked unavailable. Customer support informed me that the car was offline, and my reservation was canceled, with no alternatives ********* urgent need of transportation, I booked the only available vehicle, a ***** CR-V, from 7:30 AM to 9:30 AM. Due to circumstances beyond my control, I returned the car at 2:00 PM. Despite attempting to lock the car after the initial reservation, it became unusable, requiring customer support to extend the trip.Additionally, the car's fuel card was unauthorized, forcing me to pay $34.57 for fuel out of pocket, which has not been reimbursed. I was also charged a $150 late return fee, a $50 late return charge, and $46.12 for the second reservation.I contacted Zipcar to dispute these charges, but they only offered a 1-hour free rental credit, which is inadequate. These fees resulted directly from their inability to provide the confirmed vehicle, and I request the following:Waiver of the $150 and $50 late fees.Refund of the $46.12 reservation cost.Reimbursement of $34.57 fuel expenses.Zipcars failure to uphold their commitment caused significant financial loss, and I am seeking the BBBs assistance in resolving this matter.Business Response
Date: 01/28/2025
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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