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

  205 - 147 Spadina Avenue Toronto, ON M5V 2L7

• 

  Zip Car Rental

  3137 Warner Ave. Toledo, OH 43615

• 

  Zipcar, Inc.

  Multiple addresses Atlanta, GA 30324

• 

  Zipcar

  3900 Lomaland Dr San Diego, CA 92106

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:05/13/2023

  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 January 18th until 4pm. I returned the car at 3:59. I tried ending my trip at that time, but the app wouldnt let me. I called Zipcar to help me but I was waiting forever and needed to hang up after 20 minutes. Afterwards, I get an email stating that my account is closed for being late along with a statement that says I was charged $200 extra for that trip. Zipcar says now that I kept the car 2.5 hours later than my scheduled drop off time: I have proof of me trying to end the trip as well as proof that I was in a meeting at the time they alleged that I had the car. I have tried several times to resolve this issue with Zipcar with no cooperation on their part. They can clearly see in their system that the car was parked and shut off at that time, along with my submitted proof.. but they do not care. They already have my money.

  Business Response

  Date: 05/23/2023

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

• Initial Complaint

  Date:05/13/2023

  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 recently received notification from Zipcar that my May 20, 2023 car reservation has been canceled. I wrote to Zipcar to inquire about the reason for my suspension and penalty (they will charge me for the tow and retrieval process).As a responsible Zipcar user, I reported an incident on May 6 where an SUV hit the Zipcar I rented. Although the car was already parked and locked in the ********* reported the incident to ensure that Zipcar was aware of the damage/scratch and that the garage attendants were not held responsible. I want to clarify that the incident was not my fault, and I reported it only to inform Zipcar and ensure that everything was properly documented.I have been a loyal Zipcar member since the company's inception and have never had an incident before. It is disheartening to be treated this way by a company I have supported for so long.

  Business Response

  Date: 05/23/2023

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

• Initial Complaint

  Date:05/12/2023

  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.

  At 2:41 pm on May 12, 2023, I called Zipcar to ask for the number to its corporate office so that I could file a complaint about my account being closed. The agent refused to provide me with that information and insisted on telling me about the account and the reason for the closure. The agent continued to refuse to provide me with the information I requested.

  Business Response

  Date: 05/17/2023

  We have reached out to the applicant, verified the application was processed in accordance with the member contract, and believe this matter to be resolved.  

• Initial Complaint

  Date:05/11/2023

  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.

  I signed up for zipcar on 3-16-23 and rented my first car Match 16 By the time I stopped using zipcar on April 21st, I had spent a total of $3,676 and then for you to turn around a month later and advertise your new monthly program you plan to roll out all over social media is disgusting. The amount I paid you already means that I still should be driving one of your vehicles that I lease technically and not rented. Instead me and my children are trying to figure out how to pay my rent for the month of May. No sympathy needed but not caring about your business practices should be a priority

  Business Response

  Date: 05/12/2023

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

  Customer Answer

  Date: 05/14/2023

  I have not received a phone call from anyone regarding this matter and would like to receive communication or a simple email so I can know where to call.

  
  FAQ
  
  Regards,

  Ciatina

   

   

  Business Response

  Date: 05/23/2023

  We have reached back out to the member but received no reply, and as a result are still actively working with member and waiting for a response.  

• Initial Complaint

  Date:05/10/2023

  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 signed up for a Zipcar membership in December 2021. Attempted to reserve my first car on April 16th, 2022 in *****, **. I took an uber to get to the Zipcar because there were none near my home at the time. When I arrived, the Zipcar was not there. I was told on a long phone call with a Zipcar representative that the car was not even in ***** at the time, yet they did not cancel my reservation or let me know in advance, wasting my time and money. I was promised monetary compensation on the phone by the Zipcar representative to reimburse me for my time and money spent on this failed Zipcar reservation. That compensation never came. I maintained my membership under the assumption that Zipcar would live to its promise of access to Zipcars and the monetary compensation. My next attempted reservation was April 1st, 2023. I spent 20 minutes walking to get to the Zipcar's alleged location. There was a steel door at the location that prevented access to the garage where the car was allegedly located, and the door required a keycode or a keycard for entry. Zipcar provided neither, and so I could not access the car or my reservation. They also gave no indication that I would be barred from entry. I was once again promised monetary compensation for my time and efforts by a Zipcar representative on the phone, only for Zipcar to back out of that promise once again. On multiple occassions, I attempted to access a Zipcar that I was apparently able to reserve, but Zipcar provided me no access to the vehicle or my reserved timeslot. That is their sole business model; providing access to vehicles. I continued to pay for a membership based on alleged access to these vehicles as well as promised financial compensation; it was all a ruse. They never lived up to their promises of vehicle access or compensation for the failed reservations. They now claim that they can do nothing about either issue and that all my time/money is lost. I want a refund of all member fees.

  Business Response

  Date: 05/16/2023

  We are actively working with the member to resolve the issue. 

• Initial Complaint

  Date:05/09/2023

  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 have received 3 parking violation tickets today i.e., on 9th May 2023 and these tickets are 4 months old i.e., from the month of January.Below are the ticket numbers :********* ********* ********* I have been using zip car for a year now and this is the closest car to my house. I always use this one, so I know where it is precisely parked.It is listed as ***************, but the parking location is precisely the same for ***************. No matter what address you put on maps it will take you to the same parking spot. I am attaching a map image for better understanding.The parking spot for both 250 and *************** is the same as shown on ****** Maps. The car was parked under the zip car signboard on the street. On top of this tickets, ********* & ********* are charged on the same day within a difference of 2.5 hours. Lets hypothetically assume the car was parked in the wrong spot, how can I be charged 2 times for the same thing? This is very wrong and disappointing, being charged for something you didnt do and receiving tickets 4 months later. Ticket number ********* says handicapped parking. I can go to this zip car parking location and show you there is no handicapped spot anywhere near the assigned parking. Then how is this possible? I am being wrongly charged for someone elses fault. Upon contacting customer support, they said that I was the last person to use the car and no one rented the car for the next 13 days. Does this even sound true? The fines are just being pinned on me. I have always uploaded photos of the car after parking and they can cross-verify with the images that I have parked in the right spot. I really don't know how to take this ahead. I spoke with them and then processed a written query as well.

  Business Response

  Date: 05/16/2023

  We are actively working with the member to resolve the issue.  

• Initial Complaint

  Date:05/09/2023

  Type:Order 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 used Zipcar from 2010-2012 while I was at college in ************, **. In April of 2022, after not having had a Zipcar membership nor lived in a city that had Zipcar for 10 years, I received an "Overdue Balance" email from the company threatening to send an uncollected membership payment to collections. I had no idea how I was suddenly signed up for the service again after having cancelled my membership 9 years ago. I called right away to work with customer service, assuming there must have been a cyber security issue. I went through their process of cancelling the membership over the phone. Now, May of 2023, I have started receiving the same "Overdue Balance" emails again. At no point have I ever signed up for membership again and I am tired of threats to have a this membership payment sent to collections. I want Zipcar to permenantly cancel my membership.

  Business Response

  Date: 05/11/2023

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

  Customer Answer

  Date: 05/16/2023

  [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:05/09/2023

  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 a member of Zipcar. i have been for well over 2 years. I have ever had any issue with them before this event However on the 12th of March 2023 I rented a car from them late on the 11th of march.. originally at 11pm and needed it for 5 hours so to return the car at 4am. i made this booking at approximately 10pm that eve on the Zipcar app on my smartphone. As 11:00pm **** nearer plans changed- i wanted to pick it up at midnight (so effectively March 12) and the new drop off time would be moved to 5am as i definitely needed it for 5 hours total. i wasn't sure if i could change it on the app at this point so i called their 1-866-4ZIPCAR customer service line and spoke with a gentleman who was happy to change the times of my rental to reflect the later window but he informed me there would be a charge of approximately $1. 75 for him to do so for me. I agreed. i made sure that he knew i was moving the whole rental back an hour so the drop off too from 4 to now 5pm. I said to him clearly that i would need to have the car for 5hours. I stated that fact more than once, very clearly, during our telephone interaction . all seemed in order so with the 5 hour rental paid -I went about my night as planned.At some point i thought "hey tonight is daylight savings time"&. at 2AM -sure enough the cars clock and that of my phone auto updated & it said 3am i went about my night and 4 hours and 50 min after i picked it up-i returned the zipcar. 10 min early. Zipcar is baffled by daylight savings because they billed my card a $50 LATE FEE **they aslo helped themselves to an additional full hour of the cars rental rate!! FINE! i get it MISTAKES ARE MADE. but when I CALLED AND TOLD THEM ABOUT I AND WAS TOLD THERE WOULD BE *NO REFUND BECAUSE I DIDNT HAVE THE *** BACK AT THE **** ON THE CONTRACT*. you However within a day their own app made all appropriate adjustments to reflect the actual events and i took screeeshots and tried emailing and - still refusal .

  Business Response

  Date: 05/12/2023

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

• Initial Complaint

  Date:05/08/2023

  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.

  Dear Better Business Bureau Team:The main purpose of my letter is to report an improper claim by Zipcar against me in 2023 for a total of $557.66. Zipcar commissioned a third-party debt collection agency to collect from me on April 11, 2023, an amount I did not recognize and had not verified for the repair of my vehicle. This amount was issued unilaterally by Zipcar for the repair of my rental car, rent on September 28, 2021. I have personally clarified and provided evidence that the vehicle I received that day was a defective vehicle and that I did not do anything improper to cause the vehicle to break down. And I reported this case to Zipcar as soon as possible. Zipcar has not responded to my report in a proper manner from the beginning. They unilaterally inspected the vehicle and issued an unconfirmed damage report which showed that the vehicle was damaged due to the filling of diesel fuel at a total cost of $557.66. They requested me to pay for the repair cost. However, throughout, they DID NOT present any evidence that I had fueled this vehicle with diesel. As an experienced driver, I CONFIRMED that I filled the vehicle correctly with 87 gasoline. I am certain that the vehicle's fuel tank was 30% full before I entered the vehicle. And the vehicle engine was already making an abnormal noise when I first got in the car and was getting louder and louder with my normal driving. Zipcar DID NOT communicate with me in any way from the beginning and within a week of the incident they had charged me $136.08 without my permission as a "towing fee" and forced me to pay repair fees, $557.66, three times, in January, March, and April 2023. During these 1.5 years, I repeatedly emailed and called Zipcar to clearly express the fact that I did not cause the vehicle damage, but that they provided me with the defective vehicle, but Zipcar did not respond to this until now.

  Business Response

  Date: 05/10/2023

  We have reached out to the member, verified the account was handled in accordance with the member contract, and as a result consider the issue resolved.  

  Customer Answer

  Date: 05/15/2023

  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 in reference to complaint # ********.

  The company Zipcar did not change anything based on my complaint. For the first time, after 580 days of my rental, they showed me their "unofficial records" showing adding diesel to the car. But this record is not a receipt issued by *****, nor does it have any official markings, so I question the authenticity of this record. Also, as I said before, the vehicle was already 30% full when I started it, and it was already starting to make strange noise.
  
  Other than that, I went to the gas station this week where I was filling up and found the fuel gun I used. As shown in the figure, the diesel gun and gas gun are completely separated in this gas station, and the fueling gun for diesel is much thicker than that for gas. The diesel fuel gun can't go into my rental vehicle, ***** CX5. As an experienced driver, I can't and won't be able to add diesel to this rental vehicle.
  
  I have always been actively cooperating with Zipcar to solve the problem. But for the past 580 days, Zipcar has been negative in responding to my questions but is ONLY focused on collecting fees from me. If Zipcar insists that it is me who added diesel to this car, I hope that Zipcar can provide me the receipt and video records DIRECTLY from EXXON to prove that I add diesel to this car. Otherwise, I refuse to pay for the repair fee because I DID NOT cause this damage.

  
  Regards,

  Hongxin

   

   

  Business Response

  Date: 05/23/2023

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

  Customer Answer

  Date: 05/29/2023

  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 # ********

  Zipcar is still accusing me of adding diesel to the vehicle and demanding compensation, but at the same time refusing to provide the gas station, Exxon's receipts, and video of the scene. Here is Zipcar's response to me: "You did indicate that the larger nozzle does not fit in regular tanks, however, it is possible although a tighter fit, and members do make this mistake on occasion." They say that this behavior is possible because other users have done it. However, other people's behavior is obviously not evidence that I accidentally added diesel fuel.
  
  I have rented at least 30 cars from different companies in the past year and have never encountered a similar incident. As an experienced driver, there is no way I could have filled a gasoline car with a significantly thicker diesel fuel nozzle because it wouldn't have fit. Also based on my experience, I believe the cause of the vehicle's failure was negligent maintenance and lack of engine oil. However, I have not seen the accident vehicle since September 28, 2021, so I cannot confirm the authenticity of Zipcar's repair report.
  
  Finally, because Zipcar's behavior has seriously affected my life and I would like to settle this matter once and for all within this month, I am offering Zipcar two options.

  Option 1, I will make a huge concession, I will stop pursuing Zipcar for the towing fee of ******$ that they charged me without my permission and my membership fee of 35$ that they failed to refund and give up claiming from Zipcar, at the same time Zipcar must promise to stop claiming any other money from me in the future and never to harass and contact me again.
  Option 2, if Zipcar still refuses to provide the receipt and video from Exxon and continues to claim the repair cost of $557.66, please ask Zipcar and me to take legal action to resolve the problem. However, I would like to remind Zipcar that if we go through the legal process, then my attorney will not only claim the ****** previously paid and unrefunded membership fee, but we will also seek other compensation from Zipcar for the time it has taken away from me and the impact it has had on my life. 

  I do not accept other options. 

  Regards,

  Hongxin

   

   

• Initial Complaint

  Date:05/05/2023

  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 paid for a membership with ZIPCAR and made reservations for their rental neither vehicle had proper paperwork to drive the vehicles legally. I was reimbursed for the first vehicle not having inspection stickers, the vehicle was returned, I was reserved for the second vehicle which did not have registration or paperwork when I picked it up either and they refused to reimburse me for the 2nd vehicle originally taking the $390.00 for the whole reservation without services being rendered properly I spent hrs on the phone with them looking for paperwork they could not provide.

  Business Response

  Date: 05/10/2023

  We have reached out to the member, and due to a lack of cooperation, consider this issue to be resolved.