BBB Business Review

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This business is not BBB accredited.

Zipcar, Inc.

Find a Location

Phone: (617) 933-5070 Fax: (617) 995-4300 View Additional Phone Numbers 35 Thomson Pl, Boston, MA 02210

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Zipcar Inc. is a membership based company that allows members to share cars by the hour or day-on their terms. The cars are outfitted with wireless technology, creating a reservation system and strategically placing the cars around key cities and neighborhoods.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Zipcar, Inc. include:

  • Failure to respond to 47 complaint(s) filed against business

Factors that raised the rating for Zipcar, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

180 complaints closed with BBB in last 3 years | 69 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 13
Billing/Collection Issues 78
Delivery Issues 5
Guarantee/Warranty Issues 2
Problems with Product/Service 82
Total Closed Complaints 180

Customer Reviews Summary Read customer reviews

18 Customer Reviews on Zipcar, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 18
Total Customer Reviews 18

Additional Information

BBB file opened: May 10, 2005 Business started: 01/11/2000 in MA Business incorporated 06/19/2000 in MA
Type of Entity


Business Management
Ms. Kaye Ceille, President Mr. Mark Norman, President & COO Mr. Russell Onofrio, VP of Member Services Ms. Abby Westlund, Member Services Manager
Contact Information
Principal: Ms. Kaye Ceille, President
Principal: Mr. Mark Norman, President & COO
Customer Contact: Ms. Abby Westlund, Member Services Manager
Number of Employees


Business Category


Industry Tips
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Customer Review Rating plus BBB Rating Summary

Zipcar, Inc. has received 1.22 out of 5 stars based on 18 Customer Reviews and a BBB Rating of D-.

BBB Customer Review Rating plus BBB Rating Overview
Industry Ratings Comparison Chart X
Same Relative Size   All Businesses
The information in the chart below represents an industry ratings comparison of businesses which are of the same relative size or for all businesses (see toggle). This is based on BBB's database of businesses located in Eastern Massachusetts, Maine, Rhode Island and Vermont. Businesses may engage in more than one type of business.

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.