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Complaint Details
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Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have a Zipcar membership. Every Sunday of July and August, I drive a group of people from *** to upstate ** for work. I tried to book a car for the summer and I keep getting a pop up notifying me that Zipcar cannot charge my card. I tried multiple cards. I reached out for customer service on June 30. They responded once since then by email (on July 2). I have contacted customer support via phone and chat repeatedly but they continue to tell me I will hear back via email. They first told me I would hear back by July 5th, again by July 8th. I have not heard from anyone. I follow up every few days to no avail. If I cannot book a car, this is not only preventing me from a days work, but 6 other people as well for all of summer.
Business response
07/11/2024
We have reached out to the member and having not heard back, believe the matter to be resolved.Customer response
07/11/2024
[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
07/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On June 1, 2024 Zipcar decided to charge me for a car rental that I apparently misunderstood said terms for. They told me someone else had rented the car and they had to charge me extra than my planned rental price since the car became unavailable to the next customer and they could not reach me. The car also became unavailable to me. I was charged a towing fee along with other charges I assumed I were ridiculous for my first ride experience with them. Upon my attempts to contact Zipcar I found it to be useless since most of their employees hang up or don't speak when answering the telephones. By the time I was able to speak with someone there had been too much time lasped for customer service to resolve the situation. Further more now I can't even use the service because of said charges.Business response
07/03/2024
We have reached out to the member and believe the matter to be resolved.Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
6/13/24 - I reserved a white ****** Sienna nicknamed Doofenshmirtz from 6/21/24 7am to 6/23/24 7pm for $336.46.6/21/24 5:00am: I received a text message at saying that ************* was no longer available and that they were finding me a car to replace it. 6:19am: I spoke to ***** on the phone for 46 minutes. ************* was in an accident and needed a wheel alignment I was told. I was offered a car in ************. Approx 30 mins away by ****. I was eventually given ****** Rogue called Zhoa from 7am-7pm at a location closer to my home. For $106.22. I told ************ was going to be late for the event I needed the car for and that I would have to figure out the Sat-Sun reservations later. I asked if a credit could be given so I didnt have to pay again for the same time slot and he said no. I reluctantly agreed to a $230 refund.10:20am: I made a reservation for 6/22-6/23 and had to pay $352.33 for the car. This is not the original price I paid and seemed convenient for Zip Car to inconvenience me and charge me more. 1:59pm: ***** added a $100 credit to my account for the inconvenience and then somehow a charge of $95.83 was added to my account to nullify my credit.Business response
07/02/2024
We have reached out to the member and believe the matter to be resolved.Customer response
07/02/2024
[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
06/27/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am writing to formally express my dissatisfaction with the recent experience I had with Zipcar service. I had a reservation which resulted in numerous issues, significantly impacting my experience.Upon receiving the vehicle, I discovered it was in a deplorable state trash and rotten food and dirt, clearly not maintained to the expected standard. Gas near Empty. Furthermore, the gas card provided was non-functional, compounding the inconvenience. Brought my grandmother for chemo and had to put ***** cash to get to hospital...after leaving nearly on E almost stranded but just made it back to get home When I approached the customer service representative to address these concerns, I was met with disregard. The representative, displaying unprofessional behavior, laughed at my complaint and failed to take my concerns seriously. Additionally, they declined my request to escalate the matter to a supervisor. Then later promised a supervisor will call after saying I will make a report. No one ever reached out. The resolution offered was inadequate and did not address the fundamental problems I encountered. Overall, I am thoroughly dissatisfied with the service and the handling of my complaint.A second call a representative was a lot kinder but there was still no befitting resolution although at the very least a credit that dud not match the issues at hand. I hope this feedback will be taken seriously to prevent similar incidents in the future.Business response
07/03/2024
We have reached out to the member and having not heard back, believe the matter to be resolved.Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I booked a zipcar for the first time for 6/16/24. I walked to the zipcar location that day only to find out that the car was never returned. At the very least, zipcar should have notified me that it was not returned before I bothered to walk over there. This was deeply problematic for me and all I received after calling customer care was a refund. However, this unforeseen issue cost me in several ways: lost time, additional costs as I had to find another way to get to my destination, and mental stress. I have already emailed zipcar but they have not responded back to me in over a week. I want a refund for the additional costs I incurred as well as the stress and time spent going to pick up a car that was not available in the first place. My total costs were $154.45.Business response
07/02/2024
We are actively working with the member to resolve the issue.Customer response
07/02/2024
[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
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I'm a longtime Zipcar customer. I took a short local trip on June 3, 2024 10pm until June 4, 2024 2:30am. Initially the trip was supposed to end at 2am and when I attempted to extend the trip, that's when I found out that Zipcar was trying to charge me the overage miles of ****** miles which there was no way I could have travel that far within this time period. (I would have had to travel from my home location all the way to ************ and without making any stop, come back right away which is outside of common sense) I only traveled between my home location in ******* ** to **********, then from there to downtown ********* to have dinner, then again to *******, ** and finally, to the home location in *******, **. That would have been ************************************************************* this rental. They said the matter has been escalated but to this day, I haven't heard anything and my repeated attempted to contact the business to resolve this hasn't gone anywhere at this point. I need the proof that I traveled that far (which I know there is none) and looking for immediate restoration of the account with zero balance for this inconvenience.Business response
06/25/2024
We have reached out to the member and believe the matter to be resolved.Initial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I applied to Zipcar hoping to get approved !! I was told to submit a photo of me holding my license in which I did via email ! Days later no response ! So I created a new one and was immediately rejected ! My license is in great standards and I am eager to become apart of this wonderful car sharing community !Business response
06/25/2024
We are actively working with the applicant to resolve the matter.Initial Complaint
06/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am writing to file a formal complaint against Zipcar regarding unauthorized charges on my account, poor communication from their C/S team, and deletion of my account without notification. On May 25, I reported unauthorized trip is taking place on my Zipcar account also unauthorized trip on May 22 Despite promptly disputing these charges, I have not received any resolution or update. The unauthorized charges amount to nearly $600 on my C card. Zipcar failed to address my issue while it continue to ignore security breaches I was assured by Zipcar rep the matter would be resolved quickly. Within few days. However, despite multiple follow-**** including interactions on May 29, I have received no updates or meaningful communication as of Jun 15, Additionally, on May 25, 2024, I experienced 1 hour and 30min on hold than I get hung-up also unhelpful responses from Zipcar's awful auto-chat service before being connected to a live agent who put temp freeze on my account until Recently, I found that I am unable to access my Zipcar account without any prior notification or explanation. This has caused significant inconvenience, and I have not received any clarification from Zipcar regarding the status of my account.Despite notifying Zipcar immediately during the unauthorized trips and receiving repeated notifications of trip extensions, the company failed to disable the vehicle or prevent further unauthorized use. On May 20, I purchased a car so I canceled Zipcar annual subscription However, the fraudulent activity continued unchecked.I request the following resolutions:- Immediate removal of the unauthorized charges from my Discover card.- A thorough explanation and update on the investigation into the unauthorized use of my account.- Restoration of access to my account or a clear explanation for the restriction.I trust that the BBB can assist in resolving this matter promptly. Thank you for your attention to this complaint.Sincerely,**************Business response
06/24/2024
We are actively working with the member to resolve the issue.Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The company has failed to maintain parking permits for the garages where the cars are housed which results in Zipcar getting sent bills from the garages for parking violations, which they then bill to the customer. They continue to do this without reviewing to determine if the parking violation is the customer's fault or the fault of the company not having a valid parking permit. I have now twice brought this to their attention. I received a parking violation charge of $76.44 on April 1, 2024 for a car trip on February 2, 2024, which I disputed and they confirmed that it was an issue with their parking agreement with the parking garage. I again received a parking violation charge of $114.69 on June 14, 2024 for a car trip from May 2, 2024. My dispute for this charge was escalated and I am currently awaiting resolution. In the meantime I have made multiple attempts to speak with a manager about the situation to find out what was being done to rectify the issue to ensure I wouldn't get charged for these errors again in the future but they refuse to let me speak with a manager. It is unacceptable for a business to continue operating in this fashion, and automatically billing customers without review which requires customers to call and dispute after their card has already been charged a significant amount of money for a violation that was not the fault of the customer, especially when they have been made aware that there are issues with their parking contracts in certain garages.Business response
06/20/2024
We have reached out to the member and believe the matter to be resolved.Initial Complaint
06/14/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have had my zipcar membership since 2018 as shown on my screenshot. I paid for an application fee before and I was charged $26.69 for an application fee again. I have requested for the $86.47 amount to be refunded and it was approved by Zipcar, however, they are not processing my refund after calling them multiple times over the last new weeks, they do not take responsibility on the refund process and keep telling me i have to wait. This is my money that they are holding and not willing to return. I want a refund of what I am owed.Business response
06/20/2024
We have reached out to the member and believe the matter to be resolved.
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