Business Profile
Auto Rentals and Leasing
Zipcar, Inc.Headquarters
This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Zipcar, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 605 total complaints in the last 3 years.
- 177 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/03/2025
Type:Sales and Advertising IssuesStatus: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.
Zipcar has misleading pricing information on their website. They do not show the full cost of the car rental and will only show you after you apply which requires a $25 application fee. It is a very misleading website and is bait and switch tactics. They promise $9 per month but the real cost is much more than that. They need to update their website so they are not misleading consumers. They also hide the payment history on their app. I have searched the whole app and cannot find a single receipt nor did I receive one in my email. You can only find payment history if you go to the web page. This is a predatory company and I would like my application fee back.Business Response
Date: 09/10/2025
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 09/10/2025
[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:09/02/2025
Type:Service or Repair IssuesStatus: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 $654.96 in extra fees for supposedly failing to return a car. In reality, I returned the car to exactly where their own customer service ***** instructed me. My scheduled drop-off was 6:30 PM, and I returned the car at 7:14 PM. According to Zipcars policy, a delay of less than one hour should only incur a $50 fee (attached). Instead, they charged me the maximum late fee ($150), plus towing and an extra day of **********: August 23 Confirmed pickup & drop-off: ************* (attached)Extension: Ride extended to 6:30 PM drop-off Change: On the day of pickup, Zipcar moved the car to *************, adding an extra hour of travel time and directly causing the late return (attached)Before returning the car, I called Zipcar at 5:15 PM on the day of my reservation because my confirmation email listed ************* as the drop-off, while the Zipcar app listed **************** also informed them I would be delayed. The ***** explicitly instructed me to return the car to *******, since I could return the car faster. I returned the car at 7:14 PM and have photo proof with timestamp and location metadata (attached).At the lot, the attendant said he didnt recognize the car but confirmed I could leave it. At 7:15 PM, I called Zipcar again to be absolutely sure. At first, the second ***** claimed the car should have gone to 31st St. However, after reviewing the earlier call, they called me back at 7:40 PM, admitted their mistake, and confirmed their first ***** had told me to return it to 57th St. That second ***** assured me I could return the car at 57th and no additional towing or late fees would ******** add, the car also shut off and could not be restarted, making it impossible to move even if I had wanted to.Despite the above facts, Zipcar charged me: $275 towing, $150 late fee, and $139 additional day, total $654.96. Even after sharing my evidence and their own recordings of staff admitting fault, Zipcar has refused a refund.Business Response
Date: 09/10/2025
We have reached out to the member and believe the matter to be resolved.Initial Complaint
Date:09/01/2025
Type:Service or Repair IssuesStatus: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.
My complaint is about the excessive and predatory late fee I was charged. I rent via the Zipcar/Uber program. I knew I was going to be late extending my rental as **** was slow and the September 1st traffic from new student moving day was slowing me down so I tried to do a 30 minute extension. They said to extend 30 minutes I had to pay $115, the price for a full day rental. I finished dropping off the person I was driving so I would have enough to extend the rental for another day but I could not because they blocked my account. I called and told them I'm trying to extend the car another day and needed to finish my ride to pay for it. I paid and they let me take the care out again. However, when I tried to extend the rental for an extra day I saw I'm not allowed to because I was charged a $112 late fee for the car I'm still renting. I had no choice but to pay the fee because I need to work, which is why they feel ok taking advantage of drivers. However I will be publicly sharing this story and how zip car treats its customers. You charge us over a hundred dollars if we need 30 minutes or of we're late. **** does not pay much so on top of your huge rental fees you put us at a disadvantage that allows you to rip us off by backing us into a wall. You're taking advantage of drivers and it's getting to the point where drivers will have no choice but to push back.Business Response
Date: 09/09/2025
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.Initial Complaint
Date:08/31/2025
Type:Delivery IssuesStatus: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 canceled my subscription in October 2024. I received a confirmation that I would not be charged further and no further action was necessary. However, I received an email today that my account would automatically renew. I called and used the chat feature and learned that I was going to be charged because I did need to take further action in order to finalize my cancellation. I received no notice of that requirement.Business Response
Date: 09/08/2025
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 09/09/2025
[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:08/29/2025
Type:Service or Repair IssuesStatus: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 9th, I reserved a car for August 29th to attend my grandmothers headstone unveiling, a deeply important and time-sensitive event I could not miss.When I arrived for my reservation, the car was dirty, visibly damaged, and had both the maintenance warning light and tire pressure warning light on. Despite these serious issues, I had no choice but to proceed with the trip in order to attend the unveiling.After my trip, I reported these issues to Zipcar. Instead of reimbursing me for the reservation, Zipcar only offered a two-hour driving credit, which is unacceptable given the unsafe and unsanitary condition of the vehicle provided.What makes this situation more troubling is that I had rented the exact same car just days earlier, on August 24th, and at that time also reported that the car was dirty, damaged, and had the maintenance light on. Zipcar acknowledged my August 24th report and claimed that they had reviewed the car and deemed it safe to drive. However, when I asked to see documentation of this review, Zipcar refused to provide it.This raises serious concerns about Zipcars safety protocols and accountability. It appears that the vehicle was rented out multiple times without being properly inspected by a mechanic or repaired, despite repeated reports of issues.Given the unsafe condition of the vehicle, the emotional significance of this trip, and Zipcars failure to address my concerns responsibly, I am requesting a full refund for my August 29th trip.Business Response
Date: 09/04/2025
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 09/10/2025
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:08/28/2025
Type:Customer Service IssuesStatus: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.
Reservation Date: August 15, 2025 Original Reservation: 8pm - 11pm Edited Reservation: 830pm - 1130pm Edited Reservation: 9pm - 12am. Actual Pickup/Dropoff: 848pm - 12:08am On 8/22, I requested the $50 late fee be waived related to a trip taken on 08/15. I spoke to Maya, Amala and Manager/Supervisor Kuben. All of whom would not provide any other identifying information. All 3 representatives were standoffish, short tempered, rude and standoffish. It also seems that while being transferred the information was communicated in a negative way so that with each transfer, the representative became more combative. Previously, a late fee related to a trip on 08/01 was waived because it was the fault of ZipCar's customer representative for failing to correctly extend my rental. With the thought that they waived the first fee due to it being ZipCar's fault, I thought I would have 1 additional courtesy waive. Through multiple calls, including today's call with ******, I understand the fee cannot be waived but after I made a request to speak to a supervisor because I was being spoken to in a demeaning tone by customer representative ******. Instead of letting me speak to the supervisor, ****** incorrectly relayed my statements to the supervisor and incorrectly recapped my statements consistently cutting me off. As a result of asking for the supervisor, whose name I could not have and whom I could not speak to, I was informed by ****** that the unnamed female supervisor would be reviewing the late fee waived related to trip taken on 8/1 to attempt to reinstate the late fee which is not only punitive in nature but also retaliatory. It seems there is some behind the customer's back communication amongst representatives aiding the negative experience I have had as a customer when I am only attempting to resolve an issue. My experience has been one by disrespect, lack of concern and lack of customer service and I as a paying customer should not be targeted in any negative manner.Business Response
Date: 09/10/2025
We have reached out to the member and believe the matter to be resolved.Initial Complaint
Date:08/21/2025
Type:Sales and Advertising IssuesStatus: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 Thursday , Aug 21 I rented a ****** Prius zip car on 167 and ******************* in the *****. I took a chance because last week Saturday the car I rented and paid for at ************ was not there and messed me up and I missed a deadline for a project . I was returned the car at 12pm, fighting to get on spot as a previous ticketed zip car was parked in the crosswalk in front and an ice cream delivery truck parked i.n the car share space in the back had a very rough time parking . the zip app also took a long time to check me out and spun over and over and said stay by car while we lock it . the green bar slowly going across loading the screen to finish . I stopped the app and called customer service and spoke to a black woman, who when I asked her name after arguing with me that the fee was valid . HUNG UP on me . It was only then I had to call back and spoke to a courteous *** who ga e me her name and waived the late fee . Her name was *******. She should be commended for her customer service . I am an **** member and plan to upgrade my account and I want every bit of my $40 driving credit . This has been a horrendous last two experiences and I had hoped to do an extended trip next week. I am not sure . your highest and most polite customer service is appreciatedBusiness Response
Date: 08/28/2025
We have reached out to the member and believe the matter to be resolved.Customer Answer
Date: 08/28/2025
[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,
****** J ******Initial Complaint
Date:08/19/2025
Type:Product IssuesStatus: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.
Summary (What happened):On Aug 16, 2025, my reserved Zipcar ****** CX-5 at **************************) was unavailable at start time. Zipcar moved my reservation without my consent to a different vehicle and distant location (*************************************), impractical with a pregnant spouse and luggage. Support acknowledged the previous member would be late by multiple hours and offered only a $25 credit at ~9:25 PM, which I declined.Dates/Amounts:Reservation prepaid $153.46 + $10 in credit; window 3:00 PM Aug 16 3:00 PM Aug 17.Alternative transport (receipts attached):3:58 PM: **** ************************* ? ******** $121.89 6:07 PM: **** ******** -> **************** $10.77 ~11:00 PM: Lyft SFO ? ************************* $38.99 Steps taken with the business:Called support on Aug 16; was told no car available at my location. Offer made: $25 credit. I requested refund + reimbursement.Desired resolution:Refund $153.46 and restore $10 credit.Reimburse the three **** rides listed above (receipts attached).A written acknowledgement that moving a reservation to a far location without consent is unacceptable.Attachments: Booking confirmation, in-app notices/screenshots, **** receipts, call log.Business Response
Date: 08/27/2025
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: 08/31/2025
[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:08/15/2025
Type:Billing IssuesStatus: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.
Date of transaction 8/15/2025 The amount $172.25 I had resumed my Zipcar membership as of today August 15, 2025 ; as well as my premium protection coverage in order to make a reservation for the date stated above August 16, 2025 for the vehicle ****** RAV4 Hybrid at the ************** Garage.The total came out to $172.25 including taxes/fees for the request time. I moved forward to payment screen on the Zipcar app which I made my purchase with my debit card ending in 7198. Unfortunately to my surprise no trip list or booked on the Zipcar app, but a pending charge in the amount of $172.25 on my ** ****** ***** account.I called and spoke to a representative by the name of *** who stated she couldn't see anything on my account. Not the payment for my membership which is $9.00, nor the premium protection plan which is $19.00, and last but not least the $172.25.I check my bank app after a few hours, and I was credited the $172.25. I attempted to make the reservation I even went to extent of uninstalling and reinstalling the app and reentering my debit card information to be safe. The same thing happens. I called Zipcar back and speak to ***** who was extremely unprofessional dismissive. I had to explain again what should have been noted on the account by ***, but no it wasn't. I requested to speak with a Supervisor or a manager. I was placed on hold for over 45 min trying to get a Supervisor or Manager on the phone.I am than transferred to a person by the name of *****, who states he is the supervisor, than asks me to explain my situation once again. This means no proper notes on the account from *** or *****. I am extremely livid at this point I spent thousands of dollars with Zipcar to be treated in an dismissive manner is ridiculous.I want to speak with a Manager because this ride share app is a first come first serve base. I have paid for an event that is nonrefundable that requires me to drive. This matter needs to be addressed and the agents reprimanded.Business Response
Date: 08/25/2025
We have reached out to the member and are actively working to resolve the issue.Initial Complaint
Date:08/13/2025
Type:Customer Service IssuesStatus: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.
Business said they would cancel my membership and return my fee to me, as they did not have any available vehicles in my area. Not only did they not refund my membership fee but they have now charged me again. It seems like they are operating as more of a scam/ subscription than a businessBusiness Response
Date: 08/20/2025
We have reached out to the member and believe the matter to be resolved.
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