Bryan E.

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