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:07/25/2025

  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 applied to join Zipcar - a carsharing service - and my application was immediately turned down with no explanation. When this happened, I wasn't informed why I was turned down.When I pointed out to Zipcar that I have a clean driving record and excellent credit, they couldn't really explain why I was turned down and told me to apply again. I did and was again immediately turned down.After insisting with Zipcar that they tell me why I was turned down they said that it had something to do with my driving record. When I got a copy of my driving record from the **** I found nothing on it. No concerns. When I pointed this out to Zipcar they told me that they didn't have to tell me why they were rejecting my application.I rent cars from Turo (Zipcar's) competitor and they have no trouble renting to me. I would just use Turo, but they only rent cars by the day while Zipcar rents them by the hour, which suits my needs better.I've been trying to join Zipcar since February and it has been the worst customer experience of my life. I really don't understand why they won't let me join and they say that they don't have to tell me why. It's ridiculous! Can you help?

  Business Response

  Date: 07/29/2025

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

• Initial Complaint

  Date:07/24/2025

  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.

  On July 24, 2025, I booked a Zipcar *********** Golf ****, plate BL07NN) from 12:301:30 PM. The confirmation email clearly stated I could cancel or shorten the trip by 12:38 PM for a full refund. At 12:26 PMbefore that deadlineI changed the trip time to 1:002:00 PM. There was no warning about additional fees during this process, and the total cost shown in the app remained exactly the same.Later, I discovered a $15.75 non-refundable time fee had been charged. I did not cancel or shorten the ***** simply adjusted the time and ended up extending the booking. This fee was never disclosed in the confirmation email, on the app, or during the modification process, and there was no way for me to know about it unless I searched Zipcars online policy articles on my own.When I contacted customer service, the representative (****) repeatedly stated that it was my responsibility to read Zipcars extensive online help articles to understand all potential charges. I escalated the issue to a supervisor named ****, who said no refund could be processed due to system limitations and insisted that my change prevented another customer from booking the car. However, I checked the Zipcar app and confirmed that the car was not booked before or after my time, so that explanation does not hold up.When I asked how to file a formal complaint, **** directed me to ********************************** but admitted the complaint would just go back to her department, offering no real path for escalation. I was offered no refund, credit, or further support. I am requesting a refund or account credit for the $15.75 fee that was never clearly disclosed and should not have been charged.

  Business Response

  Date: 07/25/2025

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

  Customer Answer

  Date: 07/26/2025

  [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:07/24/2025

  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.

  Overview of What Happened March 1, 2025 On March 1, 2025, I reserved a Zipcar vehicle under the impression that the reservation was set for a full day. However, Zipcars system recorded it as a one-hour rental. After the reservation time lapsed, I was contacted by Zipcar regarding overages. I remained in contact with their support throughout the ************ no point was I informed that I needed to rebook or return the vehicle myself, nor was I warned that the car would be towed. I believed the vehicle would be retrieved by Zipcar. Despite this, I was later charged $373.54, including a late booking fee, late return fee, and a $250.50 towing charge.I have documentation of my communication with support that shows I was actively engaged and not attempting to avoid responsibility. Zipcars policies state that towing and related fees apply when a vehicle is parked illegally or abandonedneither of which occurred.I am unable to upload remainder of documents. Available upon request via email.

  Business Response

  Date: 07/31/2025

  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: 07/31/2025

  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 full transcript of my chat with Zipcar was not included in their response. Im currently in the process of obtaining it and appreciate your patience.
  
  During the chat, I explained that when I was notified my rental was late, I was already more than an hour outside the service area. I intended to return the vehicle, but before I had the chance, Zipcar disabled it remotely. At that point, I was unable to use or move the vehicle. Despite having my phone number, Zipcar did not call or offer any instructions or support.
  
  This directly contradicts their own Member Agreement, which states that:
  Zipcar includes Rules of Vehicle Use that require timely returns and clear communication with membersbut there is no provision allowing Zipcar to immobilize a vehicle before giving the member a chance to return it, especially when the member is reachable and actively communicating  .
  Zipcars Community Rules emphasize that Return on time Late returns will be charged for the extra time, plus a late fee, but there is no language granting the company authority to disable a vehicle without prior notice or opportunity to comply.
  Thus Zipcars actionsdisabling the vehicle without prior contact or warning while I was in communicationconflict with these stated policies. The chat logs I submitted show my intent to resolve the situation in good faith.

  Additionally there are call logs, Zip Car can provide you with those upon request. 
  
  
   
  

  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. 

  The full transcript of my chat with Zipcar was not included in their response. Im currently in the process of obtaining it and appreciate your patience.
  
  During the chat, I explained that when I was notified my rental was late, I was already more than an hour outside the service area. I intended to return the vehicle, but before I had the chance, Zipcar disabled it remotely. At that point, I was unable to use or move the vehicle. Despite having my phone number, Zipcar did not call or offer any instructions or support.
  
  This directly contradicts their own Member Agreement, which states that:
  
  Zipcar includes Rules of Vehicle Use that require timely returns and clear communication with membersbut there is no provision allowing Zipcar to immobilize a vehicle before giving the member a chance to return it, especially when the member is reachable and actively communicating  .
  Zipcars Community Rules emphasize that Return on time Late returns will be charged for the extra time, plus a late fee, but there is no language granting the company authority to disable a vehicle without prior notice or opportunity to comply.
  
  Thus Zipcars actionsdisabling the vehicle without prior contact or warning while I was in communicationconflict with these stated policies.
  
  The chat logs I submitted show my intent to resolve the situation in good faith. I also made phone calls, and their records should confirm those attempts at resolution.
  
  
  
  Regards,

  *********

   

   

• Initial Complaint

  Date:07/21/2025

  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 from zipcar for the Fourth of July 2025 from 9a to 8:30 am July ******. I was 2hours late returning. I called on the 5th at 10:00 am to say that I was on my way to return car. They charged me for an hr to re rent the car to take it back. After I returned the car by 10:20 I thought everything was ok. They are charging me ****** dollars for returning the car just 2 hrs late. I feel thats excessive. Im willing to pay 50 for late fee plus the addition that I paid to return not ****** dollars. *** K.W.

  Business Response

  Date: 07/28/2025

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

• Initial Complaint

  Date:07/19/2025

  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.

  I am writing to address a critical issue with two recent Zipcar rentals, both of which were provided with outdated and invalid operational paperwork (specifically, expired insurance).This issue directly impacted my ability to generate income as an Uber driver, resulting in a total loss of 24 hours of work and associated ****** attempts to resolve the documentation issue during the rental periods were unsuccessful, as the necessary paperwork was not provided in a timely manner. Considering Zipcar's strict adherence to rental timelines and associated charges, whereas i was charged a full 24 hour rental for being 14 mins late due to high speed ***** in route to return rental car.I expect a similar standard of accountability regarding the operational readiness of your vehicles.

  Business Response

  Date: 07/24/2025

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

• Initial Complaint

  Date:07/19/2025

  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 booked a vehicle with Zipcar 7/19/2025 Nissan Rogue *********************************** 2pm. When I arrived the vehicle was not there, prompting me to check my email where the trip was updated to ****** Prius *******************************. I spoke to ****** from Zipcar who provided agent abuse on all 4 attempts to assertion what was going on refused to transfer to a supervisor. Arriving at ********************** no vehicle was there spoke to Ace another representative who disconnected the call, Amalaya who promised **** a supervisor who previously disconnected the call would be calling back. No one called. Zipcar provides customer aggravation without service. The second trip was $268.13 the initial trip was $287.77, ******* to the locations were $16.03, from the second location with no vehicle was $12.98. I want $300. For the inconvenience which is the equivalent of what they value 24hrs of vehicle use that I am out, I was on route with my 3 children, car seats and bags to be jinx with no customer service, service and cancelled plans in **********. Imagine being on an active trip with no supervisor assistance and failed customer service. ******, ****** **** are far from anyone a customer needs when they are in distress

  Business Response

  Date: 07/28/2025

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

• Initial Complaint

  Date:07/19/2025

  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.

  I feel there application fee is setup to bait people in and charge them knowing most people will be rejected. I wasn't aware of this application fee until I went to setup my wallet thinking I'm getting one month free to this so called "subscription".

  Business Response

  Date: 07/24/2025

  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. The member simply could not be approved due to the remarks on their motor vehicles record with the state of Arizona. 

• Initial Complaint

  Date:07/16/2025

  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.

  To Whom It May Concern,I am writing to file a formal complaint against Zipcar regarding an unjust charge and the subsequent deactivation of my account.On the scheduled return date of my Zipcar rental, the parking garage where the vehicle was supposed to be returned was completely inaccessible and closed off due to construction or maintenance work. The entrance was blocked, making it impossible for me to return the vehicle as instructed. I immediately notified Zipcar of the issue and explained that the return could not be completed through no fault of my own.I also informed Zipcar that they could verify the closure with the **************************************** (UMass ******), which owns the parking garage in question. Despite this, Zipcar still charged me $153.00 and deactivated my membership, as shown in the email I received on July 16, 2025.This charge is unfair and unreasonable given that the situation was completely outside of my control, and I made every effort to report the issue and cooperate in good faith.I am requesting the following:A full refund or removal of the $153.00 charge.Reinstatement of my Zipcar membership.A review of Zipcars policies and procedures when return locations are unexpectedly inaccessible due to reasons outside the customers control.I believe this incident reflects poor customer service and a lack of proper response to a legitimate concern. I am seeking the Better Business Bureaus assistance in resolving this matter.Thank you for your time and attention.Sincerely,**** *******

  Business Response

  Date: 07/28/2025

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

  Customer Answer

  Date: 07/28/2025

  I appreciate them fixing the balance, but my account is still deactivated to no fault on my own part it was deactivated due to their balance that they originally unfairly had on me please reActivate my account and we can consider this matter resolved.
  
  Regards

  ****

   

   

  Business Response

  Date: 07/31/2025

  This member was informed that they were free to rejoin the service and a link was sent to them asking for them to re-apply. 
  
  We have reached out to the member, verified the issues were/issue was handled in accordance with our member contract and company policies. As a result, we believe the matter to be resolved.

  Customer Answer

  Date: 07/31/2025

   

  I appreciate that Zipcar fixed the incorrect charge; however, my account was deactivated because of that chargewhich was due to no fault of my own. Now, they are requiring me to reapply and pay a new membership fee just to regain access. I dont believe I should have to pay anything to reactivate my account when the deactivation happened because of their error.
  
  
  I attempted to resolve the issue immediately by contacting Zipcar when I discovered the return location (a parking garage owned by UMass ******) was closed off due to construction. I reported this in real time. Despite that, they still deactivated my account.
  
  
  Additionally, Zipcar claims in their BBB response that they contacted me, but that is simply not true. I was never called or emailed. I can provide my full call history as proof that no contact was made by Zipcar at any point.
  
  
  Im asking that my account be reinstated without requiring a new application or payment since I did everything I was supposed to and the deactivation resulted from a situation out of my control.
  
  
  Thank you for your help in resolving this matter fairly.
  
  
  
  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. We also offered to reimburse member once they rejoin and have issued credits to them. No further response from member. 

• Initial Complaint

  Date:07/14/2025

  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.

  Request an a refund from zipcar for a reservation that was made for july 12th. I ended Up having to rent 2 different vehicles onto different occasions. Because they were unable to link the vehicles to my **** account.But the cars were previously driven by **** drivers. I took 5 different trips back-and-forth to downtown ******************** rides to pick up and return these vehicles. I was granted a drive credit of 300 to reserve Or be moved to another vehicle which then I rename a ***** civic and was told to return that one. I spent from 10 am to 11 pm trying to resolve this matter and get into a vehicle just to work on my **** platform. After returning the ***** Civic, I then tried to go to my zipcar account to reserve another car with the credit.I was provided and they revoked the credits saying that they had been news for the ***** civic. The drive credits were technically never used to because I was told that I had to return the ***** civic. I demanded a refund and they acted as if they had to see if a refund could be granted. But why?Wouldn't the refund be granted because I never got to use a vehicle and on top of that? The 5 different **** rides I took back and forth to pick up and return vehicles? I am livid and ******. When this all could have been avoid i demand a refund and reimbursement for my inconvenience of paying over a $130 for the 5 trips I made to go pick up and return your vehicles. When this, all could have been avoided. Not one agent or supervisor I spoke to within this ******************** resolving this matter. All were unknowledgeable, inconsiderate, rude and just horrible service. It's baffling. There's so much more to add but I don't even have enough characters left write them.

  Business Response

  Date: 07/21/2025

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

  Customer Answer

  Date: 07/21/2025

  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 issue with my account is not resolved. You provided drive credits which I can't use because all of a sudden you can't link any cars to my account. The daily rates are different than what's advertised for Uber drivers and when I call to inform you nothing is done. When I ask about this issue your agents all give bs response and a "ticket" is created and will look into it.  I've still got no response about my account or this issue being corrected. 

   
  
  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,

  Chariletta

   

   

  Business Response

  Date: 07/22/2025

  The member was given the resolution they asked for and more. We refunded them $119.60 as requested and gave an additional $100.00 in driving credit. 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: 07/22/2025

  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 refund should have been given initially when I had the issue and should not have even had to file a complaint with BBB. Please tell me what more I've asked for? Like I said you provided a credit on the zipcar account which I can't use cause YOU can't even link the cars i reserve to my account right??? Did you review the tickets for that??? I've talked to several employees that I can name if I need to and asked has this issue been solved on my account and no one could tell me anything besides you all are still working on it. So tell me l now, how is the 100 drive credit accommodating when I can't use it?? Please explain that.. I'm still waiting on that response or resolution like I said. Missing out on wages because you can't get your issues right. But then again I don't have to even use your company because you have been horrible, no response or callbacks about issues. It took this BBB complaint for you to respond this consistently. Trust me I have it all documented.

  
  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,

  Chariletta

   

   

• Initial Complaint

  Date:07/14/2025

  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.

  Zipcar charged me an annual membership renewal fee ($38.11) without my consent or proper notice, in violation of my original intent to cancel after one year. I did not receive any clear advance notice that the membership would renew, nor was I given a meaningful opportunity to cancel beforehand.This practice appears to be inconsistent with New Yorks Automatic Renewal Law (General Business Law 527), which requires that companies clearly disclose renewal terms and provide timely notice before charging for auto-renewals on annual contracts. I received neither.After I was charged, I contacted Zipcar immediately (Ticket #********, on Apr 4th) to request a cancellation and refund, but my request was denied. To make matters worse, my account was then deactivated, effectively punishing me for contesting the charge. I attempted to follow up again on Jul 4th, but received no response, and no new ticket was created.

  Business Response

  Date: 07/14/2025

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