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Business Profile

Auto Rentals and Leasing

Zipcar, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

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

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Zipcar, Inc. has 16 locations, listed below.

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    Customer Complaints Summary

    • 618 total complaints in the last 3 years.
    • 172 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      They violated my rights and I want to make a complaint

      Business Response

      Date: 01/23/2025

      We have reached out to the member, confirmed account is in breach of the member contract, and as a result we have determined the matter to be resolved.  

      Customer Answer

      Date: 01/26/2025

      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. 

      They telling me I cannot be a member no more because my account is delinquent and they are wrong and I feel like they are violating me for no reason and I would like an explanation on you guys to help me because they are not being polite as a company as they supposed to I've been with them for a few months and I've been doing everything correct paying what ever I owe and they have not been respectful

      Business Response

      Date: 01/28/2025

      We have respectfully reached out to the member and clearly confirmed that the account was closed to several breaches of the member contract.  We consider this complaint resolved.  

    • Initial Complaint

      Date:01/20/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 have all the **************** working in the *********** in call centers and there are steal in US citizens card information you get random charges out of nowhere from Zipcar no US **************** employees to speak too

      Business Response

      Date: 01/23/2025

      We have reached out to the member, verified account processing was in keeping with the member contract, and as a result believe this matter to be resolved.  

    • Initial Complaint

      Date:01/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 is charging me a ridiculous fee of $69.50 for having the vehicle I rented for 5-9 minutes over the return time. In the I have had problems with this company not allowing me to rent vehicles and vehicles breaking down but they are the only option I have at this time. I spoke to a ****** who me according to their policy I can be charged up to $50 and when I asked why I was charged more he stated I am not waiving any fee you never had a problem paying before what is your problem now I as far as I know I have never been charged that amount before and if I had I would have called about it. ****** at first refused to forward me over to a supervisor until I plainly asked him if he was not going to allow me to speak to a supervisor, he put me on hold and when he came back he told me a supervisor will call me. I asked him the name of the supervisor he started to say a different name stopped and said ****. This company rents used sometimes damaged vehicles and charger ridiculous fees. I spoke to several of their repair people in the past was was told these cars always break down I was also told we dont get paid unless we get called to a broken down car. I have zero trust in the company anymore very few if any representatives are good at their respective jobs

      Business Response

      Date: 01/23/2025

      We have reached out to the member, and having not heard back, believe the matter to be resolved.  

    • Initial Complaint

      Date:01/17/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 found charges from this company on my card yesterday morning. I never heard of them until then. I called them to question the charges and inquire about how they got my information. They informed me I had an account with them. I assured them I did not. I never signed up with them or authorized them to charge me anything. They are an hourly rental car company that apparently allows fraudulent sign up. I have been charged over ****** and they are refusing to return it. They continue to try and charge my card after they were notified it is a fraudulent account. I have a car. Be careful should you use their service they are shady.

      Business Response

      Date: 01/23/2025

      We have reached out to the member, verified there is no fraud involved, and consider the matter to be resolved.  

    • Initial Complaint

      Date:01/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 Zipcar. A few minutes of driving down the road, the back windshield exploded without anything touching it. It wasnt cold. The rode wasn't bumpy. I take the car back and call them. They won't let me get another car, tell me to "find my own transportation." I missed the first ticketed event I was going to. I had to get a traditional rental call last minute to go where I needed to go. I looked at the photos I took of the zipcar when I picked it up. When I zoom in a see that the back window was detached at the top. This car was faulty. They are insisting that I was in a car accident and they are "investigating" how to proceed. I was not in an accident. This car was not maintained and was seriously a problem. Thank god nobody was in the backseat because it was full of exploded glass.They suspended my account but still charged me a membership fee. They won't return the money for that car rental that day. They should pay me back the ticket amount for the event I missed and for the rental car I had to get. I am pretty sure the reason why they are investigating and trying to say that I was in an accident when I was not, so that they can charge me the deductible in the insurance.

      Business Response

      Date: 01/23/2025

      We have reached out to the member and are actively working to resolve the issue.  

    • Initial Complaint

      Date:01/11/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 charged me twice without my authorization. Ive rented cars that have street parking spaces, and twice, when returning the car, someone else was parked in the Zipcar spot. I had to park somewhere else, but the neighborhood where the car lives only has metered spots. I had to park in a metered spot, and I called Zipcar to let them know where the car was. One time, apparently, the car was towed, and Zipcar billed me. Another time, apparently the car got a parking ticket, and Zipcar billed me. Neither of these was my fault. I tried to park the car where it belonged, and I was unable to. I informed Zipcar. I believed I had done my due diligence. They have directly withdrawn almost $1000 from my bank account. I called customer service the first time, and they said my issue was being escalated, but I never heard anything back. Now, Ive had the second amount removed from my bank account. This is unacceptable.

      Business Response

      Date: 01/16/2025

      We have reached out to the member, verified the account was processed in accordance with the member contract, and as a result believe the matter to be resolved.  

    • Initial Complaint

      Date:01/10/2025

      Type:Product Issues
      Status:
      Answered
      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 contacted zip car company several times since I became a member in September with many issues that seems hard for them to resolve first when I paid my membership my account was suspended for three weeks and I had to call them over 30 times to find out why my license and bank card both was valid so I didnt understand why after almost a month locked out my account after calling and calling they did unlock my account I asked why was it even locked in the first place I never got a real answer there has also been trouble trying to receive my refund back on more than two occasions which leads me to file this complaint today Ive been waiting more than five days for a refund they never sent my bank confirmed that zip did not issue a refund to my account and they wont give me any response this is so unprofessional and unacceptable I dont want to play the race game but at this point I feel racially profile when Im speaking to zip representative and its not fair. I would just like a refund which I have paid them and have not been returned my money yet.

      Business Response

      Date: 01/16/2025

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

    • Initial Complaint

      Date:01/06/2025

      Type:Product Issues
      Status:
      Answered
      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.
      My bank account released a $25 application fee on Friday, January 3rd 2025 and zip cars stating, they never received the funds, so they refused to process my application fee. I am demanding full refund with pain and suffering due to negligence and them violating their contract

      Business Response

      Date: 01/14/2025

      We have reached out to the member and are actively working to resolve the issue. 

    • Initial Complaint

      Date:01/04/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 recently traveled from **** to ******, and nearby the place I stayed there were Zipcar rental cars available. At first I was asked to pay for a membership $25 plus a monthly charge. I did all of that and I had to upload my DL and a picture of myself for verification. Later in the day my account was verified and I had access to rent their cars. But as the prices were too steep I opted not to rent but I did not try to cancel my membership. After a couple of days I then travelled back to **** and then I receive an email saying my membership has been cancelled as I did not follow the community rules. I am sure I did not break any rules as they have mentioned and they are not going to refund my $25. I never even rented a car from them. I believe Zipcar is trying to scam people whoever tried to get the membership. Im worried that they have my picture and my DL details. This could be a huge scam of identity theft and I dont have any access to the services they offer. I need to get my money back and I want Zipcar to pay for the emotional trauma its caused me.

      Business Response

      Date: 01/08/2025

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

    • Initial Complaint

      Date:01/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 11/20/24 I rented a Kia **** Zipcar License ********* with complete damage and liability insurance coverage. While the Zipcar was parked and unoccupied it was hit on the rear right bumper by a ****** Camry license ********. I called **********************, reported the incident, sent them photos of both cars, provided the license, registration, and insurance of the driver of the ****** Camry, called the police and forwarded the police report to Zipcar that stated the driver of the ****** Camry was at fault and this was a minor non reportable incident. I emailed all photos and documents to Zipcar and their claims adjuster SedgwickCMS. I was told the claim would be resolved in 2-3 weeks and my account with ********************** would be suspended until the claim was resolved. I have called and emailed Zipcar and SedgwickCMS several times and keep getting the runaround. On my last call on 12/9/24 I was told it would be 4-6 weeks from the date of the incident to be resolved. That would date was 1/1/25. During this time the Zipcar I rented was never taken out of service, I have seen it repeatedly moved by other renters with the minor damage to the rear bumper, and my account has been charged membership fees on 11/30/24 and 12/31/24, even though Zipcar continues the suspension of my rental privileges. I provided all necessary documentation to Zipcar and SedgwickCMS over 6 weeks ago, including the police report that confirms I am not at fault. I am not personally or financially responsible for this damage. I believe Zipcar is committing a fraud by charging me membership fees while suspending my account and having charged me for complete damage and liability insurance while refusing to close this claim.

      Business Response

      Date: 01/07/2025

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

      Customer Answer

      Date: 01/14/2025

      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.]

      I am satisfied that the suspension on my Zipcar account has been lifted and that my membership fees during the period of suspension have been refunded. However, I am not satisfied that, according to the email from ***** at Zipcar dated Jan 6, 2025, this incident remains open. Zipcar has had more than 7 weeks to resolve what the **************** reported as minor non-reportable incident of a miniscule crack on the bumper and scrape of paint on the bumper. No one was harmed and the rental car was never taken out of service. I paid for full damage and liability coverage. This incident should be closed immediately.

      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.

      FAQ

      Regards,

      *****

       

       

      Business Response

      Date: 01/16/2025

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

    Zipcar, Inc. is NOT a BBB Accredited Business.

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