Complaints

• Initial Complaint

  02/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Saturday, February 1st 2025, I noticed a charge from Zipcar. I called them and I was told that the amount would be returned to my card. I called again Monday and was told it was in pending mode and that it wasnt an actual charge but I called my bank and they told me the charge was complete. I contacted Zipcar again on 2/6/25 and was told I would see the $25 returned by the end of the day Thursday or no later than the end of Friday 2/7/25. Today is Friday and I contacted Zipcar and after them vehemently saying they dont know about this charge, which they had previously acknowledged, I sent them the information about the charge which I can hopefully submit for BBB review. After speaking with at least 4 Zipcar representatives today, with no resolution, I am hoping BBB can help me get my $25 back

  Business response

  02/13/2025

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

  Customer response

  02/13/2025

  [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

  02/04/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction: October 25, 2024 (date of violation), charged on January 31, 2025 Amount Paid: $113.77 CAD ($83.77 for the parking violation + $30 processing fee)Details of the Issue:Im a recent graduate currently without a job, and this charge has been a huge burden on me. On October 25, 2024, I rented a Zipcar and returned it to the designated location. When I got there, the Zipcar parking spots were completely full, so I had no choice but to park as close as possible to the designated area. Ive used this location many times before and never had this issue, so I assumed I did the best I could under the circumstances.Months laterat the end of January 2025I suddenly received an email saying I was being charged $113.77 for a parking violation I didnt even know had happened. This included a $30 processing fee, which felt especially unfair because I was never notified of the ticket in the first place or given a chance to resolve it myself. When I contacted Zipcar, they directed me to their website, but at the time of the rental, there were no clear instructions on what to do if the Zipcar parking spots were ******* make matters more confusing, Ive picked up a Zipcar from this same location before, parked in the same area theyre now calling a violation. Their rules about where to park are really unclear, and this just doesnt feel fair.I called Zipcars customer support to explain the situation, and the representative even told me my parking was acceptable based on their system. They said they would escalate the issue, but then later told me the charge was valid and refused to waive it.This charge is a huge financial stress for me right now, especially because I did everything I could to follow the rules. I wasnt given clear guidance, and it doesnt seem right that Im being forced to pay such a large amount for a situation that was out of my control. Id really appreciate your help in resolving this fairly.

  Business response

  02/06/2025

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

  Customer response

  02/06/2025

  [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,
  
  Yiting ****

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved a car from 3 to 4:30 today. At 4:05, I was leaving ******** to take the car back and thought of extending to go to another destination. I clicked on "extend" to check prices. It was $10 to extend 1/2 hour and $19 for an hour. I decided to not extend, as it was so expensive. I hit "back" and opened the car and drove home. I even took a toll route home to make it by 4:30. I returned the car at 4:29 and I took a photo of the screen showing that, as Zipcar has in the past tried to charge me $50 for being even a couple minutes late. When I got home, I received a "trip update" saying that I had extended my trip to 5 pm. I immediately called Zipcar and said I did no such thing. The man on the line told me I did extend it and said I could not be telling the truth because the system would only allow an extension if I did it or if I called them to do it. I explained to him the above, and asked him if he thought that somehow, when I put my phone away, that it hit something in my bad to select a 1/2 hour extension and then to hit "next" to extend the trip. he said there was a "*****" chance of that. I said, "Are you really telling me that there is a ***** chance that something in my bag could hit two separate buttons in the app?" And he said yes. At this point I am afraid to ever open the app or touch the app, as I am afraid it will do this again. I want my $9 back. It's not about the money. It is a waste of time for me to spend all this time fighting over $9. It's the principal of this company extending my trip when I did not extend my trip.

  Business response

  01/29/2025

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

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 18th, I encountered significant issues with my Zipcar reservation, leading to a nearly $400 in unjust charges. My original reservation (7:00 AM to 1:00 PM, ******* Elantra) was confirmed twice on January 17th by customer support. To ensure the vehicle would be ready for pick-up, I contacted Zipcar customer support twice on the evening of January 17th. Both times, I was assured that the car would be available at the designated parking spot. However, on January 18th at 6:30 AM, the car was marked unavailable. Customer support informed me that the car was offline, and my reservation was canceled, with no alternatives ********* urgent need of transportation, I booked the only available vehicle, a ***** CR-V, from 7:30 AM to 9:30 AM. Due to circumstances beyond my control, I returned the car at 2:00 PM. Despite attempting to lock the car after the initial reservation, it became unusable, requiring customer support to extend the trip.Additionally, the car's fuel card was unauthorized, forcing me to pay $34.57 for fuel out of pocket, which has not been reimbursed. I was also charged a $150 late return fee, a $50 late return charge, and $46.12 for the second reservation.I contacted Zipcar to dispute these charges, but they only offered a 1-hour free rental credit, which is inadequate. These fees resulted directly from their inability to provide the confirmed vehicle, and I request the following:Waiver of the $150 and $50 late fees.Refund of the $46.12 reservation cost.Reimbursement of $34.57 fuel expenses.Zipcars failure to uphold their commitment caused significant financial loss, and I am seeking the BBBs assistance in resolving this matter.

  Business response

  01/28/2025

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

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/22/2024, I reserved a trip between 8:30 a.m. and 1:30 p.m. The car was picked up at 8:15 a.m. and dropped off at 12:49 p.m. A week ago, I received a notice from Zipcar alerting me of a parking violation in the amount of ******. When I asked for proof of the ticket, Zipcar sent an email saying they were trying to locate the violation. The ticket was paid for using my *********** credit Card. On 1/22/2025, I went into my Zipcar account and noticed that it was on hold for nonpayment for another parking violation on 11/23/2024. I did not rent a car that day. In fact, the next time I rented a car from Zipcar was 12/82024. I have been overcharged.

  Business response

  01/28/2025

  We have reached out to the member, verified the validity of the violations, verified that issue was processed in accordance with the member contract, and as a result believe this matter to be resolved.  

• Initial Complaint

  01/21/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I rented a car of Jan 11, 2025 only to discover upon starting the car had an engine problem and was not driveable. The representative stated they would refund the amount to me which occurred. 2-3 days later I was charged the same amount again. I called back and the Zipcar representative first said they didnt see the charge after going back and forth for 5 mins. She then said refused to transfer me to a manger and had a very unprofessional attitude. I had put in an escalation in which I was told a manger would get back to me by EOD which NEVER happened. I put in 3 requests. I then had to send them screenshots from my bank for them to acknowledge due to their system not being able to detect. I then was informed said I should wait 3-5 days for it to resolve. I called my back a week later and they informed me the transaction was a hold not a charge and Zipcar would have to release it. Calling Zip car the call dropped twice and they said a manager would resolve. It is going on 2 weeks and this was not an authorized charge. This company has the WORST service and is illegally debating money from my account and refusing to provide the correct personnel to address.

  Business response

  01/29/2025

  We have reached out to the member and as we have not received a reply, believe the matter to be resolved.  

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They violated my rights and I want to make a complaint

  Business response

  01/23/2025

  We have reached out to the member, confirmed account is in breach of the member contract, and as a result we have determined the matter to be resolved.  

  Customer response

  01/26/2025

  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. 

  They telling me I cannot be a member no more because my account is delinquent and they are wrong and I feel like they are violating me for no reason and I would like an explanation on you guys to help me because they are not being polite as a company as they supposed to I've been with them for a few months and I've been doing everything correct paying what ever I owe and they have not been respectful

  Business response

  01/28/2025

  We have respectfully reached out to the member and clearly confirmed that the account was closed to several breaches of the member contract.  We consider this complaint resolved.  

• Initial Complaint

  01/20/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  zipcar have all the **************** working in the *********** in call centers and there are steal in US citizens card information you get random charges out of nowhere from Zipcar no US **************** employees to speak too

  Business response

  01/23/2025

  We have reached out to the member, verified account processing was in keeping with the member contract, and as a result believe this matter to be resolved.  

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ZipCar is charging me a ridiculous fee of $69.50 for having the vehicle I rented for 5-9 minutes over the return time. In the I have had problems with this company not allowing me to rent vehicles and vehicles breaking down but they are the only option I have at this time. I spoke to a ****** who me according to their policy I can be charged up to $50 and when I asked why I was charged more he stated I am not waiving any fee you never had a problem paying before what is your problem now I as far as I know I have never been charged that amount before and if I had I would have called about it. ****** at first refused to forward me over to a supervisor until I plainly asked him if he was not going to allow me to speak to a supervisor, he put me on hold and when he came back he told me a supervisor will call me. I asked him the name of the supervisor he started to say a different name stopped and said ****. This company rents used sometimes damaged vehicles and charger ridiculous fees. I spoke to several of their repair people in the past was was told these cars always break down I was also told we dont get paid unless we get called to a broken down car. I have zero trust in the company anymore very few if any representatives are good at their respective jobs

  Business response

  01/23/2025

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

• Initial Complaint

  01/17/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I found charges from this company on my card yesterday morning. I never heard of them until then. I called them to question the charges and inquire about how they got my information. They informed me I had an account with them. I assured them I did not. I never signed up with them or authorized them to charge me anything. They are an hourly rental car company that apparently allows fraudulent sign up. I have been charged over ****** and they are refusing to return it. They continue to try and charge my card after they were notified it is a fraudulent account. I have a car. Be careful should you use their service they are shady.

  Business response

  01/23/2025

  We have reached out to the member, verified there is no fraud involved, and consider the matter to be resolved.  

*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. ↩