Business Profile

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

607 total complaints in the last 3 years.
170 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.

Initial Complaint
Date:09/03/2025
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.
Zipcar has misleading pricing information on their website. They do not show the full cost of the car rental and will only show you after you apply which requires a $25 application fee. It is a very misleading website and is bait and switch tactics. They promise $9 per month but the real cost is much more than that. They need to update their website so they are not misleading consumers. They also hide the payment history on their app. I have searched the whole app and cannot find a single receipt nor did I receive one in my email. You can only find payment history if you go to the web page. This is a predatory company and I would like my application fee back.
Business Response
Date: 09/10/2025
We have reached out to the member and believe the matter to be resolved.
Customer Answer
Date: 09/10/2025
[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:08/31/2025
Type:Delivery 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 canceled my subscription in October 2024. I received a confirmation that I would not be charged further and no further action was necessary. However, I received an email today that my account would automatically renew. I called and used the chat feature and learned that I was going to be charged because I did need to take further action in order to finalize my cancellation. I received no notice of that requirement.
Business Response
Date: 09/08/2025
We have reached out to the member and believe the matter to be resolved.

Customer Answer
Date: 09/09/2025
[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:08/29/2025
Type:Service or Repair 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.
On July 9th, I reserved a car for August 29th to attend my grandmothers headstone unveiling, a deeply important and time-sensitive event I could not miss.When I arrived for my reservation, the car was dirty, visibly damaged, and had both the maintenance warning light and tire pressure warning light on. Despite these serious issues, I had no choice but to proceed with the trip in order to attend the unveiling.After my trip, I reported these issues to Zipcar. Instead of reimbursing me for the reservation, Zipcar only offered a two-hour driving credit, which is unacceptable given the unsafe and unsanitary condition of the vehicle provided.What makes this situation more troubling is that I had rented the exact same car just days earlier, on August 24th, and at that time also reported that the car was dirty, damaged, and had the maintenance light on. Zipcar acknowledged my August 24th report and claimed that they had reviewed the car and deemed it safe to drive. However, when I asked to see documentation of this review, Zipcar refused to provide it.This raises serious concerns about Zipcars safety protocols and accountability. It appears that the vehicle was rented out multiple times without being properly inspected by a mechanic or repaired, despite repeated reports of issues.Given the unsafe condition of the vehicle, the emotional significance of this trip, and Zipcars failure to address my concerns responsibly, I am requesting a full refund for my August 29th trip.
Business Response
Date: 09/04/2025
We have reached out to the member and believe the matter to be resolved.
Customer Answer
Date: 09/10/2025
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:08/21/2025
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.
On Thursday , Aug 21 I rented a ****** Prius zip car on 167 and ******************* in the *****. I took a chance because last week Saturday the car I rented and paid for at ************ was not there and messed me up and I missed a deadline for a project . I was returned the car at 12pm, fighting to get on spot as a previous ticketed zip car was parked in the crosswalk in front and an ice cream delivery truck parked i.n the car share space in the back had a very rough time parking . the zip app also took a long time to check me out and spun over and over and said stay by car while we lock it . the green bar slowly going across loading the screen to finish . I stopped the app and called customer service and spoke to a black woman, who when I asked her name after arguing with me that the fee was valid . HUNG UP on me . It was only then I had to call back and spoke to a courteous *** who ga e me her name and waived the late fee . Her name was *******. She should be commended for her customer service . I am an **** member and plan to upgrade my account and I want every bit of my $40 driving credit . This has been a horrendous last two experiences and I had hoped to do an extended trip next week. I am not sure . your highest and most polite customer service is appreciated
Business Response
Date: 08/28/2025
We have reached out to the member and believe the matter to be resolved.
Customer Answer
Date: 08/28/2025
[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,

****** J ******
Initial Complaint
Date:08/19/2025
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.
Summary (What happened):On Aug 16, 2025, my reserved Zipcar ****** CX-5 at **************************) was unavailable at start time. Zipcar moved my reservation without my consent to a different vehicle and distant location (*************************************), impractical with a pregnant spouse and luggage. Support acknowledged the previous member would be late by multiple hours and offered only a $25 credit at ~9:25 PM, which I declined.Dates/Amounts:Reservation prepaid $153.46 + $10 in credit; window 3:00 PM Aug 16 3:00 PM Aug 17.Alternative transport (receipts attached):3:58 PM: **** ************************* ? ******** $121.89 6:07 PM: **** ******** -> **************** $10.77 ~11:00 PM: Lyft SFO ? ************************* $38.99 Steps taken with the business:Called support on Aug 16; was told no car available at my location. Offer made: $25 credit. I requested refund + reimbursement.Desired resolution:Refund $153.46 and restore $10 credit.Reimburse the three **** rides listed above (receipts attached).A written acknowledgement that moving a reservation to a far location without consent is unacceptable.Attachments: Booking confirmation, in-app notices/screenshots, **** receipts, call log.
Business Response
Date: 08/27/2025
We have reached out to the member, verified the issues were/issue was handled in accordance with the member contract and as a result, believe the matter to be resolved.
Customer Answer
Date: 08/31/2025
[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:08/15/2025
Type:Billing 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.
Date of transaction 8/15/2025 The amount $172.25 I had resumed my Zipcar membership as of today August 15, 2025 ; as well as my premium protection coverage in order to make a reservation for the date stated above August 16, 2025 for the vehicle ****** RAV4 Hybrid at the ************** Garage.The total came out to $172.25 including taxes/fees for the request time. I moved forward to payment screen on the Zipcar app which I made my purchase with my debit card ending in 7198. Unfortunately to my surprise no trip list or booked on the Zipcar app, but a pending charge in the amount of $172.25 on my ** ****** ***** account.I called and spoke to a representative by the name of *** who stated she couldn't see anything on my account. Not the payment for my membership which is $9.00, nor the premium protection plan which is $19.00, and last but not least the $172.25.I check my bank app after a few hours, and I was credited the $172.25. I attempted to make the reservation I even went to extent of uninstalling and reinstalling the app and reentering my debit card information to be safe. The same thing happens. I called Zipcar back and speak to ***** who was extremely unprofessional dismissive. I had to explain again what should have been noted on the account by ***, but no it wasn't. I requested to speak with a Supervisor or a manager. I was placed on hold for over 45 min trying to get a Supervisor or Manager on the phone.I am than transferred to a person by the name of *****, who states he is the supervisor, than asks me to explain my situation once again. This means no proper notes on the account from *** or *****. I am extremely livid at this point I spent thousands of dollars with Zipcar to be treated in an dismissive manner is ridiculous.I want to speak with a Manager because this ride share app is a first come first serve base. I have paid for an event that is nonrefundable that requires me to drive. This matter needs to be addressed and the agents reprimanded.
Business Response
Date: 08/25/2025
We have reached out to the member and are actively working to resolve the issue.
Initial Complaint
Date:08/13/2025
Type:Customer Service 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.
Business said they would cancel my membership and return my fee to me, as they did not have any available vehicles in my area. Not only did they not refund my membership fee but they have now charged me again. It seems like they are operating as more of a scam/ subscription than a business
Business Response
Date: 08/20/2025
We have reached out to the member and believe the matter to be resolved.
Initial Complaint
Date:08/11/2025
Type:Sales and Advertising 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.
On January 25, 2025, I used Zipcar for the first time. During my trip, I realized I would be unable to return the vehicle by the designated time due to traffic. I immediately called Zipcar and informed them I would be returning the car a bit later than the designated return time. I requested additional time, but they told me to just go return it anyway. By the time I arrived, the return was inevitably late.Zipcar charged me a late fee of $50 and then doubled it, totaling to $105. When I had contacted their customer service a week later to resolve this, I was informed that I then owed over $300 for their late fees. Kindly note that I was prohibited from booking another ride until the original $150 was paid off. Zipcar had doubled my dues within a week with no reasoning or explanation for this selfish, unethical request. I disputed this fee, explaining I had notified them in advance and was not given reasonable time to comply. Instead of resolving the matter, Zipcar suspended my account immediately when I could not pay their unreasonable late fee on the spot. Minutes after, I was banned from ever creating another account with the company.I have contacted Zipcars customer service and legal department countless times to request the reason for my suspension, as well as a reconsideration of this account suspension. They have repeatedly refused to explain or provide any reference to their terms that I allegedly violated, only stating it was their final decision.This was my very first trip as a Zipcar member, and I am extremely disappointed in the companys lack of empathy, unwillingness to work with customers in good faith, and refusal to provide a legitimate explanation for banning me. I am seeking a resolution that includes removal or reduction of the late fee, reinstatement of my account, and a clear explanation for the suspension.
Business Response
Date: 08/20/2025
We have reached out to the member, verified the issues were/issue was handled in accordance with the member contract and as a result, believe the matter to be resolved.
Initial Complaint
Date:08/07/2025
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.
I am a member since 2009. I made a reservation July 8, 2025. to take my grandparents to their doctor's ****************** HR-V, Captain SM Plate #B58PKZ Aug 12, 7:30 - 9:30 AM I am attempting to move a reservation rescheduled for Tuesday, August 12, ***** 7:30AM-9:30AM moving date to Thursday, September 18, 2025 09:30AM-11:30AM. I ALSO WANT TO EXTEND THE RESERVATION FOR TO 3:30pm on Thursday, September 18, 2025 using My DRIVING CREDIT OF $50.00 which expires on Tuesday, August 12, 2025. I have spoken thus far to 5 times to several Zipcar representatives in ***************** *****, P.K (hung up the phone on me), Paddle (transferred the call back to Reservation cold transfer) Reservation: *** was not able to assess and make transfer to September 18, 2025, she claims she has set up a call back from a supervisor yet speaking that she claims the supervisor will say, this is beyond her pay grade. and Finally calling back agin speaking to a representative **** who claimed he will contact me back returning a call the phone line was making sound, yet I received no call. All this took place on Thursday, August 7, 2025. I am member of Zipcar services since 2009.
Business Response
Date: 08/18/2025
We have reached out to the member and believe the matter to be resolved.
Customer Answer
Date: 08/18/2025
[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:08/07/2025
Type:Customer Service 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.
On 7/26/25 I rented a vehicle from zipcar. I received a speeding ticket for $50 but Zipcar is charging me $32.66 interest almost as much as the ticket. When I called on 8/7/25 about this charge after receiving my email. I spoke with a representative named ****** and he could not explain charges. So I asked for a supervisor and he denied my request. I hung up and called back and spoke with a person named **** and explained my situation and asked for a supervisor and he denied my request as well. As a paying customer I am entitled to speak to a supervisor if there subordinates don't know what they are doing. I am not paying $82.66 and no one can explain why. This is a scam and unprofessional.
Business Response
Date: 08/18/2025
We have reached out to the member and believe the matter to be resolved.
Customer Answer
Date: 08/18/2025
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.]

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.
I reject the response because ****** never notified me about the ticket until after they paid for it. They never notified me about the ticket until after they paid for it themselves then charged me almost the amount the ticket price. Customers should have the opportunity to get notified about a ticket. Then if the customer ignores their message and ********************** has to pay for the ticket, than charge $30 interest. I WAS NEVER TOLD OF A TICKET UNTIL 2MONTHS LATER. THIS IS A SCAM.
FAQ

Regards,
Tamaine

Business Response
Date: 08/21/2025
We have reached out to the member, verified the issues were/issue was handled in accordance with the member contract and as a result, believe the matter to be resolved.

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Zipcar, Inc. is NOT a BBB Accredited Business.