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Business Profile

Auto Rentals and Leasing

Zipcar, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

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

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Zipcar, Inc. has 16 locations, listed below.

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    Customer Complaints Summary

    • 655 total complaints in the last 3 years.
    • 177 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 11/22/2024, I reserved a trip between 8:30 a.m. and 1:30 p.m. The car was picked up at 8:15 a.m. and dropped off at 12:49 p.m. A week ago, I received a notice from Zipcar alerting me of a parking violation in the amount of ******. When I asked for proof of the ticket, Zipcar sent an email saying they were trying to locate the violation. The ticket was paid for using my *********** credit Card. On 1/22/2025, I went into my Zipcar account and noticed that it was on hold for nonpayment for another parking violation on 11/23/2024. I did not rent a car that day. In fact, the next time I rented a car from Zipcar was 12/82024. I have been overcharged.

      Business Response

      Date: 01/28/2025

      We have reached out to the member, verified the validity of the violations, verified that issue was processed in accordance with the member contract, and as a result believe this matter to be resolved.  

    • Initial Complaint

      Date:01/22/2025

      Type:Billing Issues
      Status:
      Answered
      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 attempted to explore the Zipcar service by downloading their app and entering my debit card information. However, I did not complete the application after seeing unexpected charges and confirmed with Zipcar's customer service that my application was incomplete. Despite this, a temporary hold was placed on my bank account without my consent or prior notification.This hold caused significant financial inconvenience, as I had to borrow money for essential plans. The hold also contradicts Zipcar's stated promotional terms, as all fees were supposed to be waived due to a provided code. I feel this practice is misleading, predatory, and lacks transparency.After my experience, I perused the web and found hundreds of similar complaints about unauthorized holds and a lack of transparency from Zipcar. This indicates a recurring issue with their business practices that has caused widespread consumer harm.Desired Resolution:I request a full explanation of why this hold was placed, the immediate release of funds, and assurance that Zipcar will review and correct its practices to ensure future customers are not subjected to similar unauthorized holds.

      Business Response

      Date: 01/30/2025

      We have reached out to the applicant and having not received a reply, believe the matter to be resolved.  

    • Initial Complaint

      Date:01/21/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 of Jan 11, 2025 only to discover upon starting the car had an engine problem and was not driveable. The representative stated they would refund the amount to me which occurred. 2-3 days later I was charged the same amount again. I called back and the Zipcar representative first said they didnt see the charge after going back and forth for 5 mins. She then said refused to transfer me to a manger and had a very unprofessional attitude. I had put in an escalation in which I was told a manger would get back to me by EOD which NEVER happened. I put in 3 requests. I then had to send them screenshots from my bank for them to acknowledge due to their system not being able to detect. I then was informed said I should wait 3-5 days for it to resolve. I called my back a week later and they informed me the transaction was a hold not a charge and Zipcar would have to release it. Calling Zip car the call dropped twice and they said a manager would resolve. It is going on 2 weeks and this was not an authorized charge. This company has the WORST service and is illegally debating money from my account and refusing to provide the correct personnel to address.

      Business Response

      Date: 01/29/2025

      We have reached out to the member and as we have not received a reply, believe the matter to be resolved.  

    • Initial Complaint

      Date:01/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      They violated my rights and I want to make a complaint

      Business Response

      Date: 01/23/2025

      We have reached out to the member, confirmed account is in breach of the member contract, and as a result we have determined the matter to be resolved.  

      Customer Answer

      Date: 01/26/2025

      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. 

      They telling me I cannot be a member no more because my account is delinquent and they are wrong and I feel like they are violating me for no reason and I would like an explanation on you guys to help me because they are not being polite as a company as they supposed to I've been with them for a few months and I've been doing everything correct paying what ever I owe and they have not been respectful

      Business Response

      Date: 01/28/2025

      We have respectfully reached out to the member and clearly confirmed that the account was closed to several breaches of the member contract.  We consider this complaint resolved.  

    • Initial Complaint

      Date:01/20/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 have all the **************** working in the *********** in call centers and there are steal in US citizens card information you get random charges out of nowhere from Zipcar no US **************** employees to speak too

      Business Response

      Date: 01/23/2025

      We have reached out to the member, verified account processing was in keeping with the member contract, and as a result believe this matter to be resolved.  

    • Initial Complaint

      Date:01/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 is charging me a ridiculous fee of $69.50 for having the vehicle I rented for 5-9 minutes over the return time. In the I have had problems with this company not allowing me to rent vehicles and vehicles breaking down but they are the only option I have at this time. I spoke to a ****** who me according to their policy I can be charged up to $50 and when I asked why I was charged more he stated I am not waiving any fee you never had a problem paying before what is your problem now I as far as I know I have never been charged that amount before and if I had I would have called about it. ****** at first refused to forward me over to a supervisor until I plainly asked him if he was not going to allow me to speak to a supervisor, he put me on hold and when he came back he told me a supervisor will call me. I asked him the name of the supervisor he started to say a different name stopped and said ****. This company rents used sometimes damaged vehicles and charger ridiculous fees. I spoke to several of their repair people in the past was was told these cars always break down I was also told we dont get paid unless we get called to a broken down car. I have zero trust in the company anymore very few if any representatives are good at their respective jobs

      Business Response

      Date: 01/23/2025

      We have reached out to the member, and having not heard back, believe the matter to be resolved.  

    • Initial Complaint

      Date:01/17/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 found charges from this company on my card yesterday morning. I never heard of them until then. I called them to question the charges and inquire about how they got my information. They informed me I had an account with them. I assured them I did not. I never signed up with them or authorized them to charge me anything. They are an hourly rental car company that apparently allows fraudulent sign up. I have been charged over ****** and they are refusing to return it. They continue to try and charge my card after they were notified it is a fraudulent account. I have a car. Be careful should you use their service they are shady.

      Business Response

      Date: 01/23/2025

      We have reached out to the member, verified there is no fraud involved, and consider the matter to be resolved.  

    • Initial Complaint

      Date:01/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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. A few minutes of driving down the road, the back windshield exploded without anything touching it. It wasnt cold. The rode wasn't bumpy. I take the car back and call them. They won't let me get another car, tell me to "find my own transportation." I missed the first ticketed event I was going to. I had to get a traditional rental call last minute to go where I needed to go. I looked at the photos I took of the zipcar when I picked it up. When I zoom in a see that the back window was detached at the top. This car was faulty. They are insisting that I was in a car accident and they are "investigating" how to proceed. I was not in an accident. This car was not maintained and was seriously a problem. Thank god nobody was in the backseat because it was full of exploded glass.They suspended my account but still charged me a membership fee. They won't return the money for that car rental that day. They should pay me back the ticket amount for the event I missed and for the rental car I had to get. I am pretty sure the reason why they are investigating and trying to say that I was in an accident when I was not, so that they can charge me the deductible in the insurance.

      Business Response

      Date: 01/23/2025

      We have reached out to the member and are actively working to resolve the issue.  

    • Initial Complaint

      Date:01/11/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 has charged me twice without my authorization. Ive rented cars that have street parking spaces, and twice, when returning the car, someone else was parked in the Zipcar spot. I had to park somewhere else, but the neighborhood where the car lives only has metered spots. I had to park in a metered spot, and I called Zipcar to let them know where the car was. One time, apparently, the car was towed, and Zipcar billed me. Another time, apparently the car got a parking ticket, and Zipcar billed me. Neither of these was my fault. I tried to park the car where it belonged, and I was unable to. I informed Zipcar. I believed I had done my due diligence. They have directly withdrawn almost $1000 from my bank account. I called customer service the first time, and they said my issue was being escalated, but I never heard anything back. Now, Ive had the second amount removed from my bank account. This is unacceptable.

      Business Response

      Date: 01/16/2025

      We have reached out to the member, verified the account was processed in accordance with the member contract, and as a result believe the matter to be resolved.  

    • Initial Complaint

      Date:01/10/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Ive contacted zip car company several times since I became a member in September with many issues that seems hard for them to resolve first when I paid my membership my account was suspended for three weeks and I had to call them over 30 times to find out why my license and bank card both was valid so I didnt understand why after almost a month locked out my account after calling and calling they did unlock my account I asked why was it even locked in the first place I never got a real answer there has also been trouble trying to receive my refund back on more than two occasions which leads me to file this complaint today Ive been waiting more than five days for a refund they never sent my bank confirmed that zip did not issue a refund to my account and they wont give me any response this is so unprofessional and unacceptable I dont want to play the race game but at this point I feel racially profile when Im speaking to zip representative and its not fair. I would just like a refund which I have paid them and have not been returned my money yet.

      Business Response

      Date: 01/16/2025

      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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