Zipcar Inc

Do not get into them. They are not what they used to be. Their customer service is terrible and ineffective. They just apologize and don't act. I had to give up after 2months of haggling to get my refund for their cancellations and lack of service. They just cancel your trips at will. Sham business with cheater as employees.
Avoid them and be safe.

I wish I had read reviews prior to using this car rental company. I have had multiple issues & dealt with horrible customer service. It is an unethical & fraudulent company with hidden fees & horrible customer advice.

I received a penalty charge notice. I requested transfer of liability so I could could challenge it. Once liability had been transferred, Zipcar paid the PCN anyway and took the money out of my account. They are denying the liability was transferred even though I sent them a copy of the letter confirming the transfer from the council. Every time I have contacted the department that deals with PCNs (which you can only do via email) I get the same copy and paste response saying the council refused to transfer liability. I have called Zipcar and requested to speak to someone twice but no one has called me back. I have been a customer for nearly 10 years (shortly after they launched in London) and have spent thousands of pounds with Zipcar over the years. I am disgusted with they way they treat their customers

I used Zipcar about 5 years ago while living in Cambridge. After approval and gaining easy "membership", you can reserve a car close to where you are for a certain number of hours or for the day. You just reserve online or by phone and go to the assigned location of the car. Usually that's not too far from where you are. Then you wave your magnetic card in front of the windshield, the locks open and the keys are inside. Super easy and convenient. It's a bit pricey (though insurance and a gas card are included) but when you need to transport a bunch of things, it can be worth it.

Prompt reliable service, easy to use and no fraudulent charges or nonexistent customer service as with Uber

Worst ever possible experience with the customer service. I've been using it because this was the only option to rent a car at my college, but I'm done with zipcar now. Very poor and rude customer service.

Zipcar failed to notify me about a penalty ticket which was then passed to DEBT COLLECTORS. Which I found out 12 months (!) after the incident.
I ended up paying c. £300 for the offence I was not even aware of.

August 2021: I had a rental with Zipcar. Apparently, had a traffic offence which I was not notified about back then.

August 2022: I'm getting a paper letter from a debt collector agency saying I have an outstanding debt of c. £300.

It turned out that Zipcar failed to notify me about the penalty ticket back in 2021. Therefore, it was not paid on time and ended up with debt collectors.
Which I figured out only in August 2022, 1 year after the incident.

Zipcar support was absolutely horrendous.

First, they general support were taking ages to connect me to the relevant team (violations), even though I had a hard deadline with the collectors (1 week left) which I emphasised to them several times.

And them the violations team showed no interest in and understanding of my situation, even though it was clearly caused by a flaw in their notification procedure.

Needless to say, it took us 5-6 email interactions until I finally saw the scanned copy of the actual penalty ticket I had to pay for.

CONCLUSION: I have been Zipcar customer for nearly 4 years, using them very often and spreading a good word within my circle.

They've now effectively robbed me for £300, and have made me through humiliating experience of having and paying the collectors' debt.
The worst of all, they did not even admit any flaws from their side, and showed no respect and compassion.

With regret, I'm now closing my account and will make sure my case is known to as many existing users as possible, so that they are aware of what risks they are actually exposed to.

I'm happy to provide the debt collectors' enforcement notice and the penalty ticket with dates and all the details upon request.

I called the company's number several times and spoke to Representatives and they mentioned they will get back to me as I wanted to know why I was not eligible when I met all the requirements listed on their website. I waited and just out of curiosity after 3 months I tried again and they said they could not give me the reason at all. It is a waste of time and money stolen as you have to give $26.66 whether or not you are eligible -- but if you are not --- you should get at least a valid reason as to why and not just "Sorry you are not eligible".

I had a scenario wherein I booked a ride and got charged $82.64. I unfortunately could not ask for a refund on the day and after life getting in way, took a few months to finally get on a call to ask for refund. I did not even touch the car, or open the ride and despite it being a one-off situation, I did not get a refund or a single penny back. Spoke to a rep and a supervisor and it was bad. They did not even provide me a link to put in a customer review. Horrible service. Cancelled my membership. Use gig and have a much better experience. Thanks

Worst Customer Service-Cars are FILTHY (during Covid outbreak and before)- Cars are NOT maintained!
My husband and I have been using Zipcar for years and if I could give it O STARS I would!
It was bad enough that before the Corona Virus pandemic would we get cars that were absolutely filthy -both interior & exterior.
However, during the Pandemic, we were told that the cars were would be cleaned and sanitized after every use- NOT TRUE!
Today- June 1st- we went to pick up a car that was not only filthy, but filled with garbage from the previous driver! In addition, every single light lit up (low tire pressure, issues with brakes, steering, etc.) This is NOT ACCEPTABLE especially during the pandemic when keeping things clean and sanitized are a matter of life and death.
After waiting 30 minutes, we reached a customer rep and were disconnect with NO CALL back! This will ABSOLUTELY be our last time renting from Zip Car. I would rather pay a bit more and know that I am getting a well maintained, clean, sanitized car.

I have been using Zip car for more than 6 years now. I learned about this car rental company in grad school and was so impressed by the idea and vision. I instantly got the membership and started using its services, since then they have made me have hours of conversation about various issues that I had from unlocking the car to not having a car when I already have a reservation, but I never lost hope in the company and its idea. I kept on promoting it among my friends and family. I also work for a product-based company and understand that any product takes time to get to where it can work seamlessly.

My last experience with zip car has been the worst and encouraged me to draft a fair review about the company's customer care services. I rented a Volkswagen Golf from Mutual Street, Toronto from 1 am until 3 am. But I had to come back earlier as my roommate was in a medical emergency situation. Hence I came back around 2:40 am and was surprised to see the parking spot was not empty. I was in a very panicked state( as my friend was in a life-threatening emergency, and needed me to help) but I had to wait on the street for the parking spot to become available.

Finally, at 2:55ish am, I gave a call to Zipcar customer care. The representative themself didn't know where shall they direct me to park the car and my friend was waiting for me to help him. Finally, the rep guided me to park the car right across the street. Which I did and locked the car and left. I wasted 30 mins to do all this. I asked the rep 10 times if it was okay to leave the car there and she(the rep) said yes 10 times. Later in March, I had to end my membership due to this bad experience.

Later after one and a half months on the 5th of May, I saw my credit card was charged with 76.65 CAD for a zip car violation. I was so disappointed that I had to call customer care, after several calls and 2-3 hours of talking the customer rep named "Holly" agreed to charge me 42.75 CAD and waive 33.90 CAD but at that time it was not about money for me, it was about ethics, truthfulness and being a genuine company.

Until Today I have talked to several Reps from zip car and their managers too, more than 7 hours of conversation collectively but they seem to have no interest in returning my money or realizing their mistake. I requested them to hear the recording from 16th May 2023 and also forward it to me but they never did that.

They not only breached my privacy by holding my CC information until May 2023, when I have already deactivated the membership in March 2023, Secondly, they also charged me 76.65 CAD for parking the car in the wrong parking lot, which their representative asked me to do ( I was not responsible for the car after 3 am until the time I have reserved it for). Thirdly I got late to take my friend to the emergency by 30 mins because I was searching for alternative parking with the rep on the phone, which could have been a life-threatening situation for him.

I am still fighting for this, but no help yet.

It is a customer's right to get the recording of the conversation that they do with a customer care rep. But zip car has not even provided the recording of the conversation. The truth is in the recording.

Hopefully, this review can help you in making the right choice. It is not just because of this incident I'd give 2 stars, it's because of all the incidents that collectively happened since 2017. There are far better companies that will give you better service and great customer satisfaction than Zipcar.

Customer care is a true fiasco, they do not understand the genuine of your case and they keep on repeating the same thing again and again until the customer gives up. 1 star is for their easy app or else I would have given no starts to them.

P.S. - as a matter of fact, YOU CAN FIND AN ENTERPRISE FOR THE WHOLE DAY AT A CHEAPER RATE THAN BOOKING A ZIP CAR FOR 4 HOURS.

Thank you

ZIPCAR IS THE WORST. I remember when it was a great company... But now, service is HORRIFIC, the software DOESN'T WORK, tech support is by email only (no more help by phone), and if you have a technical support issue, nobody gets back to you for WEEKS. The latest example: We had an incident in a car (scraped some paint). I thought I'd be a nice person and report it, even though it was a minor issue. Zipcar's response: they SUSPENDED our membership – surprise! -- and said we had to file an incident report. But the incident report system is BROKEN. I was told they'd submit a tech support request. After a week, a tech sent me an email message saying 'we're aware of the issue', but offered no help in submitting a report. Meanwhile, I'm told the incident can take 2 months to resolve -- but only after I submit the report, which I can't submit because the website is broken! Meanwhile, all my family members have been removed from my account. We're kind of desperate now, and there's no help in sight...

I recently took a trip to an Oregon recreational area. I rented A Zipcar in Portland and drove the 25 miles to my destination. Upon getting there I realized after I shut the car off that I may not be able to start it again. The security device to unlock and start the car had to have internet. Where I was at there was no service. I figured I could start it with my Zipcard but that did not work. Knowing that I may be stuck I found someone whose phone could make a call. I called Zipcar and they had me try a few things that didn't work. This was after I told them I already attempted these. I stayed on the phone for another 20 minutes after the Zipcar agent transferred me to the "correct" department that would assist me. After a while the Zipcar woman said I would be receiving a call in 30 minutes. When I didn't get a call I dialed the number to find out what they going to do. The woman told me that because the car couldn't be started without a connection they were going to need to arrange a tow that would take me the the town nearby so I could start the vehicle. Again they told me we'll call you and tell you when Someone is on their way. I waited again and didn't hear anything. I then called back to inform them that the recreation area I was at would be closing in less than an hour. They were going to lock the gates at that time. Zipcar said they would tell them about this. After about three hours total someone called me and asked me when the recreational area opened the following day. I told them the hours and they said they would not be able to get a truck to the location before the place was locked for the night. I then inquired about how I would be going without a car because I was miles from the nearest city. Zipcar informed me that they would not be able to arrange a ride for me to get home. I asked them what they thought I should do and they told me they would reimburse me if I could somehow find the means to hire someone to drive me out of there. Otherwise I was basically told it wasn't their responsibility. I was in the middle of nowhere and there were no Uber or cabs. I didn't think it was possible a business would have no problem with someone being stuck in the middle of nowhere. I called a few times the following two days to get answers but was given inconsistent responses by different customer service representatives. I was told that the issue with their vehicle wasn't my fault and not to worry. Then the next day Zipcar charged me for a tow and for not returning it on time. Even though they had they taken my money they claim it is still under review. I was told I would receive an email with their determination but would not be permitted to discuss it with them. I have continuously been put on extended holds, heard them evade all of my concerns and not make any effort to resolve it. I have blocked my account to prevent any further charges from them.
I wouldn't advise using this or any service like this without reading reviews and finding out the experiences of someone who has. If you read other Zipcar reviews you will find they have used similar questionable methods with other members

Tl; dr zipcar lost lawsuit for double charging customer. Neglects customer, defies court. Thinks it's above the law.

Story: Feb 2019 I had a truck kicking up gravel that cracked the windshield of my zipcar on freeway. Upon reporting, Zipcar's insurance company, Sedgwick Claims sent me a bill for $445, which is under the deductible. I paid. Shortly after, zipcar also deducted the same amount from my credit card. Therefore I paid twice for the same accident.

I have called Zipcar 9 times over the course of 5 months to report this double-charge. Every time was promised their customer support would reach out to me to resolve. Never happened.

I have since filed a lawsuit against zipcar, Boston municipal court rules in my favor given all evidence, and orders zipcar to pay full amount plus my legal fees.

Yet after 2 more months and 2 court visits- Not only zipcar as defendant never showed up, but they also failed to pay me back in full. The suit continues and we expect to send the sheriff over to their office at some point.

This should give everyone considering doing business a fair warning about them. Not only they don't give two hoots about their customers. They do not give a damn about court ruling, or the law.

You wrote a review for Zipcar 8 minutes ago
1.0 star rating
1/19/2019
I would give them zero stars if I could. I had the most appalling experience just now that is actually unbelievable. The car I used was a Volkswagen Jetta that was filthy, had rips in the upholstery and dog hair all over. I could have lived with the filth but the car died twice and I was unable to get it to start no matter what I did. I was finally able to find someone to jump start my car- something I had to do on my own as the fabulous reps at zipcar had zero interest in my problem. I had to call 5 times and still got nowhere. I was told there was nothing wrong with the car and that it was my fault the car wouldn't' start. Ok. I got belligerent, rude, sassy and downright nasty reps on the phone each time I called. On the fifth time, I asked for member services so I could cancel my account and I was put on hold for 5 minutes and when the same rude person got on the phone i was told no one could help me in member services. I have just canceled my account and strongly advise anyone thinking of zipcar to stay away unless you want to have a broken down car and then get zero help, complete rudeness and no way of fixing your situation.

We went to Hawaii for our Anniversary starting 08-04-17. We decided to try out Zipcar, it sounded perfect for our vacation. Rent a car when you need, by the hour not by the day. This was perfect for our detail itinerary we had worked on for 8 months before our trip. I went to the website, payed the registration fee, and annual fee. It was that simple, I was now a proud Zipcar member with all of the benefits! I reserved a car for 08-09-17. My wife and I, along with another couple arrived a day early to the pick up spot, just to make sure we had no problems the next day when we would be exploring the island of Oahu! When we arrive onsite, to our horror the car that was reserved, had been in a wreck, and very dirty! The front passenger bumper was damage and part of it was in the back seat! It was a horrible site! I immediately called Zipcar, after I explain the issue to Zipcar's helpless support team, he said, "sir you can take the car as is or I can refund your rental fee." I said, "take the car as is, I am not sure if it is safe to drive!" "Well, I am sorry, but these are the only two options we have," he replied. I asked to speak to a Manager. When a manager finally picked up the transferred call, I explain the situation to her. "We are on our anniversary and all our plans that where made can not be change, because of reservations and other details. I am standing here looking at the car I am suppose to pickup tomorrow and it has been wrecked, is there anything you can do", I said? She replied, "I am sorry sir, but we do not have anymore cars available, but you are welcome to take the car as is or I can return your rental fee." I thought I was reliving ground hog day! I said, "I am not sure if this car is safe to drive, half of the bumper is in the back seat and the other half is hanging off the car!" "Will you please cancel my membership and refund my money." She said, yes sir I can do that, and I am sorry."
I had one more question for her, "Will you please answer this question before you go?" She said, "yes." "The person I spoke too before you seems to be so calm as if this is normal thing that happens often and so do you. Is it normal?" She said, we do not inspect the cars when they are return, our maintenance personnel do not come around until every 2 weeks and sometime it could be longer." "So you are saying you do not know what condition a vehicle may be in, unless the driver reports it," I asked? She replied, "yes."