Complaints

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

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Zipcar, Inc. has 16 locations, listed below.

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• 

  Zipcar, Inc.

  35 Thomson Pl Boston, MA 02210-1202

• 

  Zipcar

  654 Seymour St Vancouver, BC V6B 3T4

• 

  Zipcar

  205 - 147 Spadina Avenue Toronto, ON M5V 2L7

• 

  Zip Car Inc

  717 D St NW Washington, DC 20004

• 

  ZipCar Inc

  5856 NE Columbia Blvd Portland, OR 97218

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: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:08/07/2025

  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.

• Initial Complaint

  Date:08/07/2025

  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.

  I rented a vehicle from Zip Car at ************************ on Tuesday, Aug 5. By the time i got on the highway to get to an appointment it was clear that the car was not road worthy. Every time i went over a bump i could hear something suspicious from the underbelly of the car, and at speeds of 50 to ****************************** a lane---it kept moving right or left. And i had to be very mindful to keep the car in a lane. This was NOT a function of lane control---i am very familiar with that feature and this was something very different. Fortunately i did not have a long distance to travel so i drove slowly and carefully and made it back to the location without incident. But it was scary. Yesterday when asked for a review of the car i told them that i wanted a call from a manager (it's all done by email) and if i didn't hear back within 24 hours i would file a complaint with the BBB. I did check this morning, the car (Kia ******** is still in service---i could reserve it for next week if i wanted ). This vehicle needs to be taken out of service so no one is injured, and I would like my $80 fee refunded.

  Business Response

  Date: 08/18/2025

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

  Customer Answer

  Date: 08/19/2025

  [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:08/04/2025

  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 am writing to file a formal complaint against Zipcar for deceptive business practices involving the disclosure of a $25 non-refundable application fee associated with their membership sign-up process.On August 4, 2025, I applied for a Zipcar membership via their website using a mobile device. At no point during the registration or payment process was I clearly or conspicuously informed that the application fee was non-refundable. Only after completing the transaction did I discover a small disclaimer marked by an asterisk (*)located at the very bottom of the page, in light grey text, and only visible after extensive scrolling on mobile.This disclaimer was neither bolded, highlighted, nor presented in any visible or meaningful manner at the point of purchase. It appears to have been intentionally obscured in a way that is designed to evade consumer attention. I would not have proceeded with the application had this information been presented clearly and transparently.This practice raises serious concerns under the ************************ Act, which prohibits deceptive and unfair trade practices. The non-refundable nature of a monetary chargeparticularly one that is collected before any services are renderedis a material term of the transaction and must be disclosed clearly and conspicuously prior to payment.Further, the use of Low-contrast, faint text on a mobile interface, Placement of the disclosure at the extreme bottom of the page, Failure to provide upfront notice before payment, is consistent with what the *** and other regulators categorize as a dark patterna deceptive design strategy that manipulates user behavior to extract fees or data without informed consent.

  Business Response

  Date: 08/11/2025

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

• Initial Complaint

  Date:08/04/2025

  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.

  Ive been renting cars through Zipcar and it has been brought to my attention that they have been overcharging for tolls. Due to the toll plaza configuration I typically only uses two lanes to cross the bridge. I am using the Zipcar for **** and many toll crossings I use the carpool HOV lane since Im carrying 3 or more people in the vehicle. Zip has charged me around $800 worth of toll charges.( around 100 toll crossing at $8.00 each. Out of all these charges they have only bill me the carpool price once or twice. *** requested the toll agency billing since the representative stated they only bill me what the agency bills them. I called zip and advised them of a billing discrepancy regarding the tolls and an agent stated they were aware of this issue and would have my case escalated for review. On august 1st @ 12:13pm edt I received an email from ***** at zip to say $8 is the toll and he provided me with the 511 toll breakdown link. On the link he provided it shows that the carpool hours would have applied to my toll. However he refused to investigate the matter further, even though the agent I spoke with advised this was a known issue. In my response I sent a screenshot from the link he sent me as well as the last toll billing that fell under the carpool hours. Today I was threatened with account closure by that same agent and he still refused to investigate my issue or provide the billing from the toll agency. In his response he stated As stated, we do not provide any discounts for tolls. This information is provided in the member contract. We also do not provide receipts for tolls. We will what the tolling authority bills us. No where in the member contact state they will bill a flat rate no matter what the agency bills them. I am requesting a review of all the toll charges billed to me by zip that include the bill from the *********** to ensure I have not over paid for tolls due to their billing error.

  Business Response

  Date: 08/12/2025

  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:08/02/2025

  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.

  This incident happened on Saturday August 2nd around 1:22 they charged my card ***** and did not disclose to me that this was a non refundable application fee and they ended up closing my account I called them to ask for a refund and they said it was for the application fee and it was non refundable I explained to them that this was not in the fine print or explained at the time of me paying them and once I started telling them that this isn't right they said we have to end the call *** and I told them I would be getting in touch with the better business bureau. I would like a refund of my money please and I believe you as the BBB CAN HELP ME RESOLVE THIS THANK YOU SINCERELY ******* 08/02/2025 1:42PM

  Business Response

  Date: 08/09/2025

  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: 08/13/2025

  [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:07/30/2025

  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.

  Complaint Against: Zipcar ************************* Program)Date of Incident: July 28, 2025 Amount in Dispute: $113 Description of the Complaint:I am an **** driver with over five years of experience and more than ****** completed trips. Ive always maintained my account in good standing. On July 28, 2025, I rented a ****** Sentra through Zipcars partnership with ****, and the vehicle was added to my **** platform without issue.Later that same day, I rented a second vehicle, a ***** CR-V, at 12:30 PM for one day, paying $113. However, this second vehicle was never added to my **** account, which meant I could not use it to earn income. Zipcar informed me that my **** account was not approved, which is false my **** account has no restrictions and was fully active at the time.Their solution was for me to return the car, which I found unacceptable. I explained that the issue was on their end, as the vehicle should have been automatically added just like the first one. I requested a credit or a refund for the day due to my inability to work, but they refused to compensate **** believe this is unfair and possibly deceptive business practice. I paid for a service (a vehicle to drive for ****) that I was unable to use through no fault of my own. I am requesting either a full refund of $113 or a free one-day rental credit as fair compensation for lost wages and time.Desired Resolution:Full refund of $113, or A one-day free rental credit to make up for lost wages Zipcar failed to take proper responsibility, and I am now seeking resolution through the BBB.Sincerely,****** ********

  Business Response

  Date: 08/04/2025

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

• Initial Complaint

  Date:07/28/2025

  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.

  The Zipcar app Was not processing my payments and I was not able to extend my vehicle I used four different cards to try and fix the issue. I could not get to return the car until i was finished with work and wanted to rent the entire day. The app would say it accepted my payments and then it would allow me to extend (so they cant say it was due to insufficient funds because I would not have been able to extend if that was true). Your ***resentative told me to put the card information in online and not the app and that worked, so it was the app messing up. Then it happened again and another ***resentative told me there was a hold on my account for 24 hours. I told them I had the money to pay for the car for the day and didnt know why it wasnt processing so I kept trying. I should not be charged a late fee because I had the funds and tried several times to pay for the entire day. Also the late fee is $150 why am I being charged $200? I am paying double charges the way they are trying to set it up. I am happy to pay the daily fee but nothing more. I have evidence of calling in and trying to figure out why the issue. If the initial *** would have told me there was a hold on my account I wouldnt have thought I was fine. If the system hadnt said my payment was successful then I would have know I couldnt rent. This is a scam. I did the same thing the day before and had no issue.

  Business Response

  Date: 08/04/2025

  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:07/26/2025

  Type:Product 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 am filing this complaint because Zipcar charged me $114.14 on 07/26/2025 for an error during a Zipcar for **** reservation. I contacted Zipcar customer service to explain that the charge was incorrect and requested a refund.Despite acknowledging the issue, the representative told me the charge was "nonrefundable." However, the Zipcar for **** program agreement (effective March 1, 2025) does not contain any clause stating that charges are nonrefundable. I reviewed both the ****-Zipcar Addendum and Zipcars standard refund policy and found no language to justify this denial.This was an error on their system, not a cancellation or misuse on my part. I am not asking for a goodwill gesture I am simply asking Zipcar to follow their own written terms and refund an incorrectly applied charge.I believe this denial violates basic consumer rights and constitutes unfair business practice. If Zipcar claims a no refund policy applies, they should point to the exact section of the agreement where this is stated which they have failed to do.

  Business Response

  Date: 08/02/2025

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