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Complaint Details
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Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Date of incident: June 1 (Sat)Problem: refund Why: inaccurate details from +10 zipcar support staff, poor roadside assistance that I paid insurance for through them, and a constant delay by their expert team where still out on the towing fee and tire charges I had to pay On June 1, I drove from ******* to ****** between 8:30-9:30am until I heard a rumbling in the tire where the front right tire blew out so I pulled to the side. I called Zipcar at 9:27am. ***** (Temple zipcar rep I spoke with on at least 3 calls for the next hour) said she will contact their roadside asssitance program. I then received a text where the nearest company to tow/fix the car will come 3-4 hours (I had waited for nearly 30 mins before I got this update). I called ***** again where she said that is too long, cancel it, and then find another towing company. I told her Im still in the highway, so she talked about options where one of it included asking the police to tow me since earlier a state police checked in on me. I called the officer who called in a police approved towing co. I called zipcar for an update where this time a guy answered, understood the situation, and told me to stay with the towing truck (not the one through the roadside program). After 11am, I was at the towing company near the highway, they noticed the 2 front tires were in bad condition and that Zipcar shouldnt have allowed the car to be out so that it wasnt my fault especially since the tire in the trunk wasnt a spare tire but the original tire for the front. After they repaired the wheels, they asked who was paying. I called zipcar multiple times to no response until ****** said he will file an expert team consultation where I will be contacted by 6/7.I called 6/7, I was told by the following Mon/Tues. I called 6/10, but I was told weeks. I then spoke with ***** who said she will escalate my situation. I havent heard back. I got angry, but I believe I been wronged.
Business response
06/20/2024
We are actively working with the member to resolve the issue.Customer response
06/21/2024
[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.However, I may follow up in the event that their response does not happen such as if their reimbursement check does not arrive, the $50 membership credit is not reflected in the account with expiration date of May 2025, or if the refund for the original membership fee is not reflected in my bank account.
Regards,
*******************************Initial Complaint
06/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After numerous attempts to correct the mistake Zipcar made by charging my account for a parking violation made by the companies employee who serviced the vehicle on March 26, 2024. I have the parking violation ticket dated for March 26, 2024 in ** . My Reservation for the Zipcar was March 24, 2024 and RETURNED March, 25, 2004 in the am ,because I forgot to return the key the Zipcar agent opened the door at 10:30pm so I could return the key.I expressed over and over to the Zipcar agents I did not have the car on that date. POOR customer service, each time I called the agents would say the call have to be sent to the escalation team , well today an agent said theres no such thing as an escalation team. Its been over a week and the charges are still on my account. This is frustrating and horrible experience.Business response
06/11/2024
We have reached out to the member and believe the matter to be resolved.Initial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I rented a car with them on 6/3 to 6/4 (for 24 hrs). I paid $107.87 total. When picking up the car, you have to report the condition and clealiness. I reported a dirty interior with pet hair. When i returned the car on 6/4, another member reported the same cleanliness things, in which zip car charged me a $56 fee for cleaning! I cleaned the car myself when i got it because it was so dirty. They still charged me the $56 fee and i do not even have a pet!Business response
06/12/2024
We have reached out to the member, verified the legitimate charges were in keeping with the member contract, and consider the matter to be resolved.Customer response
06/12/2024
[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
06/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On May 31, 2024 I rented a Zipcar for a few hours to get my grocery shopping done. When needing to extend my time Zipcar's application it would not allow me to extend my trip time or do anything on the application for that matter. Then when emailing Zipcar regarding this problem, letting them know they are being reported to the BBB they decided to falsely charge me a week later. Claiming the charges are for returning the car without the proper amount of ****. The car was actually returned with a full tank of gas. I believe the charges are in retaliation of reporting to the BBB. I would like Zipcar to remove the fuel charges from my account and allow me to be able to rent again. I would also like them to a credit me one hours worth of rental time due to the issues that I have consistently have with their company, along with them overcharging me in the past over and over again.Business response
06/13/2024
We have reached out to the member and having not heard back, believe the matter to be resolved.Initial Complaint
06/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was overcharged by $158.66 and I would like a refund.Business response
06/13/2024
We are actively attempting to work with the member, but are struggling to resolve the issue due to the lack of detail provided.Customer response
06/14/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
06/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This company is fraudulent and keeps taking money out of my account. On May 8th - 9th my mother rented a vehicle because my vehicle shut off. We Ubered to the location about 7 mins away and couldnt even access the vehicle, literally tried for a hour until my moms phone lost energy ( ************************** is her sign up account). We ended up having to use my phone because hers lost power after the long processes that was supposed to be seamless. The ZipCar agent was terrible and told mom she couldnt access vehicle. There is no reliable customer service for **********************. We lost money Ubering back to home. I contacted ***** and notified them That this was a purchase that was not utilized and they refunded me. I dont know what lying Zip Car is doing because I see a charge 156. 52. Second time a charge that I havent used for this company has shown on my account. I will deal with chase on my own time, but this company has false business practices that has caused me distress.Business response
06/05/2024
We are unable to reply to the email/individual that submitted this complaint as they are not the member of record in our system. We have, however, responded on two occasions - on May 23rd and June 5th - directly to the member at the email of record regarding the issues presented. We believe the issue to be resolved.Initial Complaint
06/02/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I recently had a trip with zip car for June 1st picking up 9:30 am and returning 11:30pm. I arrived at the spot around 10:15pm and I found the spot taken by a non zip car. I called immediately, the customer service cannot help me find an overnight parking spot. Then he asked me to park near my home which is 15 mins drive away. But I am still not able to find a parking around there so I drove back again and called around 23:00 pm. This time they asked me to park at a paid parking with maximum park time of 2 hours. When I finally paid 12 dollars of parking, i left the car at 11:45pm. I drove 90 mins just to find a parking spot, and I am now getting charged for late return and over mileage of ****** And I spend another hour trying to get on the phone with your customer support team to get this resolved but I am not able to reach them anymore. I request to cancel these unreasonable charges immediately.Please get back to me as soon as possible.ThanksBusiness response
06/05/2024
We have reached out to the member and having not heard back, believe the matter to be resolved.Customer response
06/05/2024
[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
06/01/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I reserved an 8-hour trip with Zipcar. I canceled it the day before the reservation due to a change in plans. Their policy is that trips can be canceled and will receive a full refund as long as the cancellation is made at least 3 hours before the trip. My cancellation was over 17 hours before the trip. However Zipcar refuses to issue a refund because they claim that my trip was greater than 8 hours in length and therefore it needed to be canceled at least 24 hours in advance. But, the trip was not greater than 8 hours in length -- in fact I specifically made the reservation to avoid going into the "greater than 8 hours" category that would not have let me cancel it as easily.Business response
06/05/2024
We have reached out to the member and believe the matter to be resolved.Customer response
06/06/2024
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
05/31/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I rented a ZipCar for 4.5h and went to pick up the car at the beginning of the rental period. The car is not where it should be. I call customer service and wait 25 minutes to talk to an agent. The agent indicates that the car is parked several blocks away. Ah, couldn't the app mention that?? Before hanging up, I ask for the rental to be extended by 30 minutes given I am 30 minutes late and the agent extends my reservation. I walk to the location indicated by the agent. The car is not in the street. I honk and honk until I realize the park is in a private parking. I check every floor of the parking. Now 1 hour late, I am able to find the car on the 4th floor. There is a parking ticket in the car and try to pay with the ZipCar credit card to exit the parking. The payment is declined. I pay the $84 parking fee with my own credit card and can finally leave the parking. I call customer service again and after another 30 minutes talk to someone. They say send us the receipt by email and we will refund the parking fee, which I send. I go on with my business and I return the car after slightly more than 4h (recall I paid for 4.5h). I am charged a $63 late fee. I call customer service, wait and wait, and the agent agrees to refund the late fee. But they only refund $53. I call again and I am told they cannot refund the difference but that they will make me a favor and give me app credit. I explain I will never rent with ZipCar again and I want a refund. The agent agrees to refund $10. The agent then tries to refund the $84 parking fee but the call gets disconnected. I call again, wait again, and I am told they will refund within 5 business days. After that period, still no refund. I call again, wait again, and I am told a supervisor will call me back when they finish their ongoing call. Needless to say I am still waiting for that call and for my money back. ZipCar manages to make every rental worse than the previous one. Not worse the hassle of dealing with this company.Business response
06/05/2024
We have reached out to the member and having not heard back, believe the matter to be resolved.Customer response
06/05/2024
[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
05/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Zipcar stole money from me in the form of an application fee that is deemed non refundable knowing full well that they did not have any rental cars in the City of ******* Arizona or the State of ******* as a matter of fact. They have committed fraud and theft against countless customers in this regard and should be held accountable for not being able to provide services to customers that they full well know they wouldn't be able to accommodate properly.Business response
06/03/2024
We have reached out to the member directly and believe the matter to be resolved.
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