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Complaint Details
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Initial Complaint
04/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I booked a vehicle on 4/7/24 for hourly rental of $18.50 an hour. I picked vehicle up at 2:28 am. Around 3:50 am I was at gas station putting gas in car and when I finished the car would not start. Sat at gas station for a while trying to get vehicle started. Finally about 4:11am customer service from ********************** helped me and got car to start again. Told me I won't be charged for the time he started the car to the time I returned the vehicle which was at about 4:15am on 4/7/2024. Now I am Beni charged $176.78. That does not add up. Zipcar is scamming and stealing money from money.
Business response
04/15/2024
We have reached out to the member and believe the matter to be resolved.Customer response
04/15/2024
[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
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I believe that zipcar has utilized racist unprofessional and fraudulent practices to obtain an application fee without any actual concrete consideration to my application. This is the second time this has occurred to me with zipcar. I submitted my application and fee and was told that the process and decision would take upwards of two days when in fact it arrived via email hours later. There were NO CONCRETE AND OR VALID REASONS FOR THE DENIAL OF MY APPLICATION. For instance mention was made of my payment method, yet that did not prevent zipcar from processing the application fee. They also mentioned age requirements, which obviously I meet. Another reason stated document type, when in fact my license is valid and when uploaded to ********************** was accepted. The last reason, WITHOUT POINTING TO ANYTHING IN PARTICULAR was my driving history requirements. I sincerely believe zipcar processes applications based on race. I sincerely believed my application would be processed accordingly, with due consideration and on the merits. This is obviously not the case and I would like to be refunded.Business response
04/08/2024
We have reached out to the applicant, verified the application was reviewed in accordance with our member contract, and as a result believe this matter to be resolved.Initial Complaint
03/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had made a reservation for a car rental approximately 10 days in advance because of the weekend and Easter holiday.. I knew cars would not be available.. they never confirmed my reservation as they usually do yet on my account it showed I had an active reservation 3/31/2024 from 12:30 pm to 4:00 pm.. I went to retrieve the rental car and it wasnt available.. called Zipcar.. very dismissive.. couldnt accommodate me with another car..? I ask why they would allow the previous driver to continue driving the car overlapping into my reservation and was told this happens , we will fine him.. thats not an answer.. what am I supposed to do?? No compensation.. nothing!! I had an important appointment which caused me stress and an emotional breakdown!!! This is not the first time theyve caused me stress.. they charged my debit card multiple times , argued with me it was a legitimate charged.. it took me over a month to see my account credited.. theyre running a business as they please with no regards to the customer !! They need to be held accountable!!!Business response
04/04/2024
We have reached out to the member but have not heard back.Initial Complaint
03/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I booked a Zipcar to be picked up and used on March 9, picking up from *********** I picked this location because it is close to my apartment and I have hired movers to help me move things to the car. Zipcar updated the pick up location of the car 2 hours before customer is able to cancel the trip without penalty, at 6AM. I ended up having to pick up the car a couple blocks away and this messed up my entire planning of the move, resulting in extra-hour fees I have to pay the movers as well. I made multiple attempt to contact zipcar but no one picked up. I was on the wait line as long as 36 minutes. This is not how you should do business!Business response
03/19/2024
We have reached out to the member directly and believe the matter to be resolved.Customer response
03/19/2024
[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
03/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My account has been suspended for the past 5 months. I got into a minor accident in November 2023. It took several months for me to get charged by zipcar for damages. I was charged on 2/07/2024. According to the mechanics paperwork, damages were assessed on the same day I had my accident in November. I have been calling since the accident chasing them for answers. I am still suspended eventually though I was charged for damages and according to everyone I have spoken to, I am unable to directly get in touch with the team that is managing the suspension of my account. I am also unable to cancel my membership and am getting charged the monthly membership fee every month. I keep calling and at times no one picks up. I feel like I am dealing with a fraudulent company that is holding my information and my money hostage. I am demanding answers and a full review of my situation.Business response
03/11/2024
We have reached out to the member and believe the matter to be resolved.Initial Complaint
03/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello,I am emailing to share an absurb interaction with your customer service reps, and there lack of solution oriented responsiveness.I rented a zip car yesterday from 1:30 - 4:30pm. The car was not at its said location and was several miles away, at ***************; they recommended another vehicle that was several miles away. I ended up taking an uber that cost me 25 dollars; and after arriving they (zip car) offered me an extension that I paid for, why would I pay for those cost?I am requesting a full refund for the zip car and reimbursement for my uber.In addition, I was charged $142.00 for a late fee due to ev charging stations unavailability, and the car unable to be picked up by the tow company and service I paid for, ********************* left i extended the service again and no luck the tow truck never showed up. Per the rep they advised to leave the car as that would end the ride. They charged an additional $142 dollars.I have attempted to resolve this with the merchant and they have yet to respond.Thank you.**********************************Business response
03/11/2024
We have reached out to the member and believe the matter to be resolved.Initial Complaint
03/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Applied for a user/driver account for my daughter/employee with zipcar under my company program. Her account was not approved. I tried escalating the denial with zipcar. The refused to provide a reason why she was not approved.I reviewed all of their eligibility criteria and she meets all of them. This is pure discrimination. I am not sure if its because she is a white female, jewish or both, but zipcar has ZERO reason to deny her application. She has a clean driver's license, a valid credit card, a job and no accident historyBusiness response
03/12/2024
We are actively working with the member to resolve the issue.Customer response
03/12/2024
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 have been communicating with ***** from Zipcar. She has been helpful to the extent that she provided the reason why ***** original application was denied and assurances that the situation was not fraud and it would be resolved and her membership approved. Sadly, as of today that has not happened. I will continue working with her in the hopes of resolving the issue.
Regards,Eran
Business response
03/19/2024
We have reached out to the member directly and believe the matter to be resolved.Initial Complaint
03/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
First of all, I've been using Zipcar for 5 years and I've never returned car late once. In my recent trip, I was charged a late fee. The truth is I had actually planned to return the car 20min earlier than the scheduled end time which usually takes around 6min, as I always strive to be punctual in my returns. Despite my efforts to plan ahead and allow extra time to return the car, there was some unexpected issues with the road I encountered that prevented me from returning the car on time. Police and maintenance people had blocked lanes to fix it, causing significant delays in traffic flow. I was stuck in there and because of that I wasn't able to return the car on time. Even though I tried my best to drive as fast as I could and returned it only a few minutes late, I was still charged a $62.5 late fee. I tried to call the customer service and ask if they can help with these kind of situations. The representative was really rude and even said I should have called them while I was driving to avoid the late fee. This suggestion is unreasonable, as it would have required me to engage in unsafe behavior and potentially violate traffic laws. I understand that late fees are part of their policy, but I believe that in this instance, the circumstances were beyond my control. I am kindly requesting a waiver of the late fee charged to my account, as I believe it is unjust given the circumstances.Business response
03/11/2024
We have reached out to the member and believe the matter to be resolved.Customer response
03/12/2024
[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
03/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Zipcar has suspended my account since November of last year stating I was in an accident but never gave me information about the accident nor a cancel to defend or appeal the decision. I spoke to someone in early January about this and I was told a supervisor would reach out to me in 3-5 business days. They never reached out. I then looked at my statements and see that even though the account was suspended they have been charging my account since December. I attempted to close the account online and the app as well as the website would not let me do so. So I called on Sunday 3/3/24 and was on hold for 20 mins before I was able to speak to an agent. When i finally was able to speak to someone i asked to be reimbursed for the charges and they stated they can only refund the most recent transaction. I asked to speak to a supervisor and they told me a supervisor would reach out within 3-5 days. I replied with that was what i was told the last time and nobody reach out. Of course i would love to be able to use the service even though i have had issues with them in the past but at this point charging me for my account even though my account is closed is theft and I want to be refund for the time I was not able to use the account l.Business response
03/11/2024
We have reached out to the member and believe the matter to be resolved.Initial Complaint
03/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Zipcar billed me $50 for uncleanliness of the vehicle I drove, but showed no proof that it was unclean. In order for car drivers to report a vehicle is dirty, they are required to submit photos. I asked for these photos to verify the charge was valid and Zipcar refused to share the photos with me. Because this charge is unfounded and unprovable, this is fraud. I would like Zipcar to refund the $50 charge immediately.Business response
03/07/2024
We have reached out to the member and believe the matter to be resolved.
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