Complaints

This profile includes complaints for Flexcar, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Flexcar, LLC

  200 Pier 4 Blvd Fl 7 Boston, MA 02210-2453

• 

  Flexcar, LLC

  200 Pier 4 Boston,, MA 02110

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.

• Initial Complaint

  Date:07/08/2023

  Type:Service or Repair Issues
  Status:

  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 signed up for a year long membership to Flexcar at the end of 2022. At the beginning of 2023 Flexcar changed their membership rules and informed me that I would have to have a credit check. I declined the credit check and asked for a refund. I was told I would receive a partial refund for the membership. I had a new debit card, so I asked for the refund to be sent to my new card as the one on file with Flexcar was void. After countless calls and emails Flexcar has now told me on two different occasions that the refund has been processed. Each time I waited 5 normal business days and never received the refund. Flexcar continues to lie to me.

  Business Response

  Date: 07/12/2023

   

  We have contacted the customer to confirm the initial refund of $119.40. To rectify the situation and ensure the customer's satisfaction, we processed a second refund today for the full membership cost of $199. The total refund amount is $318.40. An email was also sent to the customer, notifying them of the actions taken and providing a screenshot displaying both refund transactions for reference.
  
  We take customer concerns seriously and strive to provide excellent service. It is our goal to address any issues promptly and ensure that our customers are fully satisfied with their experience. We apologize for any inconvenience caused and are committed to resolving the matter to the customer's complete satisfaction.
  
  Should you require any further information or documentation regarding this refund process, please do not hesitate to contact us. We appreciate your attention to this matter and value the opportunity to address our customer's concerns.
  

• Initial Complaint

  Date:05/21/2023

  Type:Service or Repair Issues
  Status:

  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 have rented a car from Flexcar and they have notified me in the app that my car is ready to pick up. Unfortunately, when I went to the pick up location, I found that my car was not there, and I needed to come back another day to pick it up. I spent ~$100 and 1-2 hours figuring out that my car was not ready to pick it up. I find them highly unprofessional, and I wish I never rented the car from Flexcar.

  Business Response

  Date: 06/01/2023

  The customer was contacted, but we received no response. We did go ahead and provide the customer with $100 in credit applied to his Flexcar account, and we have also sent an email outlining our attempt to reach him and the action taken. You may see that email attached.

• Initial Complaint

  Date:05/06/2023

  Type:Product Issues
  Status:

  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.

  Flexcar is attempting to commit fraud against me. I booked a car back in March. The payment includes insurance coverage and roadside assistance. In late April, a branch caused a crack in the windshield. I immediately informed them and sent pictures. I was told to file a claim and do a maintenance swap. As of Monday, there is no intent on their side to return the vehicle I had. The only way to complete the swap was to pick a lesser tier vehicle. Now, I can only switch to the same vehicle in another color, and pay increased rates both for the car fee and mileage. Their agreements states that my pricing isn't supposed to change, because I subscribed before they increased the rates. And that to switch tiers; you have to cancel one agreement and start another. I didnt cancel; i follwed the directions they gave me to do the maintenance swap. When I inquired about why I was being charged the rate increase; and not getting the original vehicle back in my possession, numerous representatives were rude and condescending. No one will address the claim/swap at all. They aren't willing to rectify the price increase that shouldn't have occurred. And they won't resolve the fact that even though they increased my rates; I don't have access to the better mileage plans they've introduced. They said hopefully I'll see them later in the month. If I return the swap car; I will receive no refund for the time I dont use. And they aren't returning any of the $500 deposit. I feel cheated, and taken advantage of. What they are forcing on me goes against what is printed in their subscriber agreement.

  Business Response

  Date: 06/01/2023

  We attempted to contact the customer to inform her of the action we had taken, but received no response. After reviewing the customer's account, we have refunded her a total of $285.97, which is the difference between her original cost and the additional cost incurred. We have also informed her in the attached email, that our new pricing is now available for her to take advantage of should she decide to rent with Flexcar.

  Customer Answer

  Date: 06/01/2023

  [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:04/24/2023

  Type:Sales and Advertising Issues
  Status:

  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 deposited $350 with Flexcar, as part of a deal to lease a car weekly. I returned the car on March 15, 2023. Flexcar sent my deposit to a **** of America account (which has been closed since February of this year (2023).I never received my deposit. But, Flexcar had no problem deducting their weekly cost, from the account.I continued to go back and forth with Flexcar and the last I heard; they were checking with their third-party check processes partner. This was three weeks ago!I would like Flexcar (Zipcar being the parent company) to return my deposit as agreed.************************ Cell: ************** email: ********************** **** ************* ******* **, *****

  Business Response

  Date: 04/25/2023

  Flexcar is a spin off from **** and is a separate company and no longer associated with Zipcar.  Kindly forward this complaint to Flexcar.  Thank you.  

  Customer Answer

  Date: 04/25/2023

  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.

  This complaint has to be redirected to Flexcar. The company that I went into agreement with and is holding my $350 department. 

  Please send the complaint to flexcar.

  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 06/02/2023

  The customer was contacted and advised that a refund had been initiated. The refund will take at least 2 days to reflect on the payment method provided. 

  Customer Answer

  Date: 06/05/2023

  [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,
  
  *********************