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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

    • 653 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:01/11/2025

      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 They have directly withdrawn almost $1000 from my bank account.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.  

    • Initial Complaint

      Date:01/06/2025

      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.
      My bank account released a $25 application fee on Friday, January 3rd 2025 and zip cars stating, they never received the funds, so they refused to process my application fee. I am demanding full refund with pain and suffering due to negligence and them violating their contract

      Business Response

      Date: 01/14/2025

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

    • Initial Complaint

      Date:01/04/2025

      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 recently traveled from **** to ******, and nearby the place I stayed there were Zipcar rental cars available. At first I was asked to pay for a membership $25 plus a monthly charge. I did all of that and I had to upload my DL and a picture of myself for verification. Later in the day my account was verified and I had access to rent their cars. But as the prices were too steep I opted not to rent but I did not try to cancel my membership. After a couple of days I then travelled back to **** and then I receive an email saying my membership has been cancelled as I did not follow the community rules. I am sure I did not break any rules as they have mentioned and they are not going to refund my $25. I never even rented a car from them. I believe Zipcar is trying to scam people whoever tried to get the membership. Im worried that they have my picture and my DL details. This could be a huge scam of identity theft and I dont have any access to the services they offer. I need to get my money back and I want Zipcar to pay for the emotional trauma its caused me.

      Business Response

      Date: 01/08/2025

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

    • Initial Complaint

      Date:01/02/2025

      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 11/20/24 I rented a Kia **** Zipcar License ********* with complete damage and liability insurance coverage. While the Zipcar was parked and unoccupied it was hit on the rear right bumper by a ****** Camry license ********. I called **********************, reported the incident, sent them photos of both cars, provided the license, registration, and insurance of the driver of the ****** Camry, called the police and forwarded the police report to Zipcar that stated the driver of the ****** Camry was at fault and this was a minor non reportable incident. I emailed all photos and documents to Zipcar and their claims adjuster SedgwickCMS. I was told the claim would be resolved in 2-3 weeks and my account with ********************** would be suspended until the claim was resolved. I have called and emailed Zipcar and SedgwickCMS several times and keep getting the runaround. On my last call on 12/9/24 I was told it would be 4-6 weeks from the date of the incident to be resolved. That would date was 1/1/25. During this time the Zipcar I rented was never taken out of service, I have seen it repeatedly moved by other renters with the minor damage to the rear bumper, and my account has been charged membership fees on 11/30/24 and 12/31/24, even though Zipcar continues the suspension of my rental privileges. I provided all necessary documentation to Zipcar and SedgwickCMS over 6 weeks ago, including the police report that confirms I am not at fault. I am not personally or financially responsible for this damage. I believe Zipcar is committing a fraud by charging me membership fees while suspending my account and having charged me for complete damage and liability insurance while refusing to close this claim.

      Business Response

      Date: 01/07/2025

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

      Customer Answer

      Date: 01/14/2025

      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 am satisfied that the suspension on my Zipcar account has been lifted and that my membership fees during the period of suspension have been refunded. However, I am not satisfied that, according to the email from ***** at Zipcar dated Jan 6, 2025, this incident remains open. Zipcar has had more than 7 weeks to resolve what the **************** reported as minor non-reportable incident of a miniscule crack on the bumper and scrape of paint on the bumper. No one was harmed and the rental car was never taken out of service. I paid for full damage and liability coverage. This incident should be closed immediately.

      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: 01/16/2025

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

    • Initial Complaint

      Date:12/13/2024

      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.
      I am requesting a refund for a $25 application fee paid to Zipcar on Dec 13, 2024 at 5:32 PM. I applied for membership under the assumption that my application would be reviewed and approved promptly. However, after submitting the fee, I learned it would take up to two business days for the review process to be completed. This was not clearly disclosed during the application process.Had I known about the delay, I would not have applied for membership, as I needed access to a car immediately. I contacted Zipcar within 30 minutes of submitting my application to request a refund, but they refused, citing their policy that the fee is non-refundable.I believe this lack of disclosure is unfair and misleading. I kindly request a full refund of the application fee.

      Business Response

      Date: 12/17/2024

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

    • Initial Complaint

      Date:12/13/2024

      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 am using the carsharing plateform on a regular bases. on september 25 th i booked a zipcar and returned the followind day ,however upon parking the car ,a vehicule was illegaly parked on the zipcar assigned parking . after notifying the agent over the phone i was told to find a street parfing free for the following 24 hours .i did find a spot within the right radius and dropped the car at 8:15 am while notifying agent of the exact location of vehicle . the car was parked on thursday 26 th 8:15 am and the street cleaning happened on friday 27 th at 11 am . the car was not removed despited my previous notifcation .2 months later i received a charged from zipcar about the parking violation . i did escalated the issue without success.

      Business Response

      Date: 12/18/2024

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

    • Initial Complaint

      Date:12/12/2024

      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.
      Please see the letter attached; it explains everything that happened. They replied the following:****** (Zipcar NA)Dec 11, 2024, 11:00PM EST Hi *******, I hope this message finds you well. I am writing to express my deepest apologies for the inconvenience you experienced due to the outage on Thanksgiving. I understand how frustrating and disappointing it must have been to have your plans disrupted, and I regret that you were unable to fully enjoy your holiday as intended. Upon review, I see that you were refunded for the entire trip on that day, and I hope this helps to some extent. However, I regret to inform you that we are unable to refund other expenses related to this inconvenience. Your understanding and patience during this difficult time are greatly appreciated. If you have any further questions or need additional assistance, please feel free to reach out. We are committed to ensuring a better experience for you moving forward. Best regards,

      Business Response

      Date: 12/19/2024

      We have reached out to the member, are waiting to hear back, while actively working with the member to resolve the issue.  

    • Initial Complaint

      Date:12/09/2024

      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.
      Hello,On September 14th, I rented a ZipCar Kia ***** It was a perfectly normal trip, except for one small malfunction--in the center console, there was a hole where a piece the base was missing. I didn't notice this damage until I tried to drop the key in the center console for safe-keeping. The key went into the hole and was unretrievable. After speaking with with ZipCar customer service, they gave me specific instructions on how to handle the situation, they would send out a tow truck and I was to leave the car as is. That seemed to resolve the issue, but today I got billed $122 for a parking violation, for leaving the car exactly where ZipCar told me to leave it. I attempted to contact ZipCar to have this resolved, and they hung up and never called ******* appears they were not able to process the charge, but they are going to keep trying until they can, and I want to ensure that I get this resolved before they succeed in taking it out. I am attaching the correspondence in which ZipCar acknowledges their instructions to me, as well as them apologizing for this malfunction in the vehicle, which prevented my wife and I from getting home.

      Business Response

      Date: 12/11/2024

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

    • Initial Complaint

      Date:12/06/2024

      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 wanted to apply for a membership with zipcar. They charge an application fee of 25 and then the ask you to choose a plan. I choose the 9 dollar plan so they charged me 27 dollars in total. Im not sure why the full amount didnt come up on my debit chime account but Im including what I have to show They denied me and kept my money. I think this is wrong. They should return my money being they denied me and I cant be a member. I had to pay for a monthly plan that I cant even use. It is unfair

      Business Response

      Date: 12/09/2024

      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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