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.

  35 Thomson Pl Boston, MA 02210-1202

• 

  Zipcar

  654 Seymour St Vancouver, BC V6B 3T4

• 

  Zip Car Rental

  3137 Warner Ave. Toledo, OH 43615

• 

  Zipcar, Inc.

  Multiple addresses Atlanta, GA 30324

• 

  Zipcar, Inc.

  35 Thomson Pl Boston, MA 02210

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:08/07/2025

  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:08/01/2025

  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.

  Im writing a complaint against Zipcar **** regarding my outstanding balance for a vehicle tow from not being properly parked in the parking garage in the amount of $420. I tried processing the payment via the app and online website and havent be successful. I do believe my membership may have been deactivated since its been beyond 90 days and for some apparent reason it tells me to pay the balance before starting a new membership. Still having difficulties I contacted Zipcar support for the agent to telling me that they can not assist me With the outstanding balance because its now in collections and to wait to hear from them. They are unable to provide me any relevant information regarding my outstanding balance, whether or not it has been sold or assigned to the collection agency, and said I need to wait to be contacted, and then I cannot recall the debt. After 90 days the representative noted I would need $25 to reapply for my Membership. Looking into the matter further I have prior correspondence stating that I would be able to update a valid payment method and correct the balance. I never received any due date or timeframe to pay the balance or any notice that my account would be placed in collections. On the website fine print states their 90 day window policy to reactivate my membership.

  Business Response

  Date: 08/13/2025

  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: 08/25/2025

  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. 

  The representative just emailed me to address how to fix my account when they tried on their end with an incorrect debit card I have updated my information and request that they use my default payment method on the website 

  
  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,

  Devin

   

   

  Business Response

  Date: 09/03/2025

  We've completed the member's request and believe this matter to be resolved.

• 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.

  I rented a car for a period of 3 days. I paid for the optional insurance and paid additional fees for full coverage protection in case of any accidental damage or anything else that might happen just to fully cooler any bases. During my rental period I was driving in a parking lot of a cvs store near my home. I turned left after entering the parking lot. There was a large truck obstructing my full view so I was going relatively slow also considering it was a parking lot, I was already traveling at a low rate of speed. Suddenly I heard a lound grinding noise. I i stantly stopped the car unsure of what was going on. A man in military uniform was walking in the parking lot and said for me to get off the car. I did and went to the front where i see a very large boulder i had hit and dragged a few feet. It seems the boulder had somehow became dislodge from its usual place in a parking lot planter, most likely it had just been hit by another car and left in the path of traffic by another car. That was our assumption since it took 2 large men to move the boulder and they were barley able to slide it due to how heavy it was. I took pictures of everything and immediately notified zipcar. My account was immediately suspended and they came to retrieve the car from my home. There was no physical damage to the bodily or frame from a visual stand point. The only damage obvious was the plastic part under the front of the car was hanging a bit from the rock pushing it out of place. I understand the company has to investigate, but my account has been suspended with no communication. I did not get the service I paid for with my 3 day rental. I was told by a representative from zip car that I was fully covered by insurance so that even if it were a accident that was cause by me that I was in the clear so the temporary suspension should have been a technicality. This happened February 27th. It's now July 30th. 5 months with no explanation, no communicationI want a refund

  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. 

  Customer Answer

  Date: 08/05/2025

  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. 

  I was not allowed to complete my rental, and never got a refund for the rental period I paid for. I was suppise to be contacted by a representative from zipcar, but that never happened either. I had contacted zipcar about 2 months after the incident to give my updated email and phone number and ask what the status was. They said they would be contacting me, but once again I heard nothing from zipcar. 

  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: 08/13/2025

  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. Please note that the member also failed to respond to our correspondence on 5 different occasions dating from March to June 2025. 

  Customer Answer

  Date: 08/14/2025

  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.]

  This is absolutely not true! Nobody has reached out to me even once. I no longer have the email or phone nu.ver I had when I rented the car, but I called zipcar and updated my email address to **************** and never heard back

   
  
  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: 08/25/2025

  As of 08/25/2025 the email on the member's account is still ********************** and we have verified we reached out on 6 separate occasions in regards to this matter. We believe we have handled this case appropriately and in accordance with the member contract, and as a result, believe the matter to be resolved. 
  
  
  

  Customer Answer

  Date: 08/30/2025

  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. 

   

  
  
  
  
  
  
  
  
  
  
  
  
  
  I do not feel that zipcar's response was acceptable. The reasons being that I stated in my initial complaint that I had lost access to that email account and phone number on file in May. I contacted Zipcar and informed them of mine situation and updated my contact information including my new email and my new phone number. Although Zipcar states that they have emailed me six times to the old email on file, which I am unable to confirm since I lost access to this account. I don't feel that that is unacceptable attempt to contact me regarding this matter. This incident happened at the end of February. My phone broke in May. From February to May there was no contact from this company. It's been 3 months since my phone broke and Zipcar is saying that they have contacted me six times. But none of those times occurred during the first three months in the 6 months since the incident. Zipcar wants me to believe that they contact me six times in the last three of the six months since the incident. So that works out to an average of one email every two weeks for the last 3 months. With such an aggressive and attempt it makes me wonder why a letter was not sent to my home address. I did my part from start to finish in this entire process. When I signed up I paid the fees for having an account when I booked the rental I paid for the protection and additional protection in case something were to happen. I paid for the rental. Once I had the rental and an incident did occur I immediately contacted Zipcar. I submitted all the photos that they wanted of the car and complied with their suspension of my account while the investigation was underway. I don't understand why 3 months later I still had not heard anything back from Zipcar. I don't see how such a minor incident requires three to six months of an investigation that supposedly has been resolved because attempts were made to contact me and I didn't respond. None of those attempts were made between February and May from the time of the incident to the time that my phone broke and I lost access to that email account and that phone number. Even if those attempts were made, it does not resolve the issue that I paid for a service that I was not able to complete. The incident that occurred was not my fault it was unavoidable and it was not because of negligence or reckless driving or anything that could be considered to break the contract that I had signed and that I did my part in. I'm not asking for special treatment I am not asking for anything above what was paid for and what I should have gotten and if that is not able to happen that I want my money back because that's what a good company would do for a paying customer. I am completely shocked that after all this time I have to have this many back and forth messages with Zipcar just to get what I paid for this is absolutely unacceptable
  

  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,

  *****

   

   

   

   

   

   

   

• 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. 
  

• Initial Complaint

  Date:07/25/2025

  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 Wednesday July 2025, I created a new account with **********************. After the paying application fees and processing between 24 - 48 hours I received a notice that my application was not approved. I was notified after trying to sign in that my account was removed for violating community rules.There was no explanation. I investigated that I had an account with outdated information from 2019.The account from 2019, had no flags, or ******** attached and was approved. Had special pricing then a new account creator of 2025. I called customer service speaking with Patience, a representative that shared that she could not detect any issues that she could share about the account that was flagged. I was directed to update my information with the open account, and the flag reappeared and was wiped off the platform, the next day after speaking with Patience. I stated that I wanted the issue escalated to find out what the problem is, and she replied "well you still can't use it, even if you escalate it."This was an odd response to someone that was just call representative and was actually contrary to what I read from on the website.

  Business Response

  Date: 08/02/2025

  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.