Zipcar Customer Service Issues

Hello, I need help disputing a $[redacted] charge. I am a student and cannot afford this unjust fee. Here is what happened: On Sunday, March 20, [redacted], I had booked CR-V Marcello for 5:30 PM at 12 Stoneholm St. When I tried to return the car by 6:30 PM, the electronic card to unlock the garage door at the lot didn't work. I immediately called Zipcar at 6:25 PM, and they guided me to an alternative parking spot at 76 Gainsborough Street to avoid any late fees. Everything seemed fine. The next day, I received an email from Zipcar saying the keys were missing from the car. I searched extensively but couldn't find them. I emailed them back quickly confirming I didn't have the keys. Last week, Zipcar charged my credit card $[redacted] without explaining the reason properly even after my quick response to their email. Despite my efforts, they are not addressing my concerns. I rely on Zipcar for daily transportation and enjoy the service, but this unfair charge is putting a strain on my finances. I seek assistance in resolving this matter promptly.

I am having trouble accessing my account as I forgot my username. Even though I try to sign in with my email, I do not receive any emails with the "forgot my username" link. It has been challenging since my last reservation to regain access to my account. I find it frustrating that despite paying the membership fee, I am unable to log in, especially with my yearly membership renewal approaching. I am receiving emails from Zipcar but am perplexed as to why the "forgot username" link is not functioning.

Hello, I am Rahim Kanani with ID [redacted]. I encountered several issues during my recent Zipcar rental. 1. The initial car we booked had a faulty scanner, leading to a transfer to a different car a mile away. 2. The previous renter left the dashboard in Russian, causing confusion and wasting time trying to understand the features. Assistance was needed to translate and change it to English for our use. 3. The gas card provided did not work in Virginia, so I had to use $20 of my own money. The receipt produced was blank, stating 'new paper roll.' This experience was disappointing for a loyal Zipcar member like myself. Regards, Rahim

Hello, I recently used your service for the first time. Upon entering the car, I encountered a problem as it wouldn't start. I contacted customer service and tried troubleshooting for about 30 minutes without success. The representative informed me that the nearest available car was far away and advised against it. She mentioned that no teams were available until 8am the next day to assess the issue with the car, suggesting that the previous driver may have caused the problem. Despite receiving a refund for the trip and a complimentary hour of driving, I believe this is insufficient. I had additional expenses to reach and return home from the car, and wasted a lot of time. This situation left me with a negative impression of your service. I suggest providing another free hour to cover the costs incurred, and I would consider giving your service another chance. Thank you, Ryan

Hi, I have included some photos of the condition of the car I rented today. Due to time constraints, I prefer not to contact Zipcar about these issues. The car was dirty, had low tire pressure (which resolved itself), and displayed a warning light on the dashboard. As a person with disabilities, I only wish to worry about maintaining the fuel level. I hope to receive a response from Zipcar soon as communication has been lacking in the past. Thank you, H. R. Intellectual Property Paralegal Legal Department Autodesk, Inc.

I used a Zipcar yesterday and was charged $50 for being 12 minutes late. I had trouble starting the car initially, losing almost 20 minutes, and struggled to unlock it. Yesterday, I returned 4 minutes late, but faced issues locking the car with my Zipcar card, resulting in the 12-minute delay. I believe it's unfair to charge me $50 under these circumstances.

Currently stuck in Connecticut after filling up the gas tank and facing immediate car issues. Used the zipcar gas card and selected a fuel grade after entering the mileage and account number, but encountered problems. Contacted zipcar over an hour ago and despite promises of a 10-minute estimate, have not received any. Stranded in an unsafe parking lot at night, needing to drive about four hours by morning. Leaving the car risks an abandonment charge. Still unsure of when assistance will arrive, with potential wait times extending to multiple hours. Lacking alternative travel solutions, considering hefty taxi expenses or unreliable pickups. In a distressing situation, feeling unsafe and uncertain of how much longer the wait will be. Anxious about potential extra costs, but unable to stay in the current location overnight.

My Zipcar is extremely late, and I urgently need to return it. I'm unable to start the car because your system shows that it's in use. Locating the car took me a long time initially, and I had to travel quite a distance by train just to reach it as there were none nearby. When I finally found the car and finished running my errands, I noticed I had gone over my allotted time by 10 to 15 minutes. A significant portion of my reservation was spent trying to locate the car, and then I struggled with directions in an unfamiliar area. I attempted to contact your customer service, but the phone wait times were excessively long; my phone even died while I was waiting for assistance. I had to interrupt my plans to charge my phone at a casino to call again and endure another round of waiting. Currently, I am writing this message, still waiting for a response. I fear I will be charged an additional $50 per half an hour for running late, even though I physically cannot return the car due to being unable to start it. This entire situation has become more troublesome than expected. I suggest that Zipcar either improves its customer service response times or considers reevaluating its business practices.

I experienced significant delays today with my Zipcar rental. The car was returned late by the previous customer, causing me to begin my trip 30 minutes behind schedule. Additionally, navigating the 6th-floor parking lot and dealing with a temporarily absent security guard further added to the delay. As a result, I had to pick someone up who then had to wait with heavy bags, and my journey, initially planned for 45-50 minutes with extra time for traffic, was prolonged due to Friday evening rush hour and a work-related diversion. Despite planning ahead, unforeseen circumstances led to a stressful situation as I couldn't use my phone while driving. To exacerbate matters, I was charged an additional $50 in late fees, which seems unjustified. The lengthy wait time for customer service exacerbates the frustration. I believe I should receive compensation for the series of challenges I encountered and the time wasted during this rental experience.

I recently signed up for this service and received an email confirming my acceptance. However, upon trying to activate my card, I encountered an error message stating that the action was not permitted and to contact member services. I am concerned that my age may have played a role in this issue, as I am still a capable individual despite being almost 90 years old. I hope that my age is not the reason for this problem and that I can access my account without any further complications. My member number is [redacted].

In September [redacted], I paid $70 for a yearly Zipcar membership but never received the activation card. I made numerous phone calls until November. In May, I followed up again, and by June [redacted], I got the card (although they charged an additional $65 without prior notice). I received the card on June 23. Before activating it, I inquired about a refund or extension of the initial $70 fee since I couldn't use the service without the card. However, they claimed no knowledge of the application fee or charges, even though it's documented in my online account. Despite my repeated attempts through emails, calls, and a complaint to the Better Business Bureau, the issue remains unresolved.

Hello, my name is John Kang. Unfortunately, I lost my Zipcard and have been trying to get a new one issued, but it seems to have gone missing in the process. You can reach me at [redacted] or by email at [redacted] I currently live at [redacted] Beacon Street, Box #43 in Boston, MA with my girlfriend, Phoebe Vatis. I urgently need a new Zipcard sent to this address, as I have to move out by 11AM on Friday, the 13th. I am planning to rent a Ford Transit [redacted] Cargo Van called "Toddler" from BEACON ST/ST PAUL - BROOKLINE. I am wondering if I can access the rental using my membership and the app without the physical card. I hope to receive assistance from the Zip Car Team soon. Thank you for your help! Best regards, John Kang

As a Zipcar member at the University of Michigan in Ann Arbor for two years, I usually reserve Zipcars there. Currently, I am in New York visiting my sister at the University of Syracuse. I saw Zipcars in the area and booked a Focus Sedan at UNI: Upstate Medical Center from 12:30-3pm today. Unexpectedly, I forgot to bring my Zipcar card on this trip. When I tried to unlock the car at the reservation time, I realized I needed the card I left behind. After a long wait on hold, I learned that there was no customer service available on Sundays. Sadly, I had to cancel my reservation. I am seeking a refund since I truly intended to utilize the Zipcar but was unable to do so. Thank you, Lea

I recently rented a Zipcar and had some issues with the location and condition of the vehicle. The website stated it was in a designated parking spot, but it was actually half a block away with dents. I had to spend extra time documenting the damage and reporting it, which cut into my rental time. Returning the car was also troublesome, as finding parking was difficult and I had to report the location. I'm curious why the pricing is the same for cars parked on the street and in a garage, considering the different experiences and service levels. Thank you for addressing my concern.

Hello, I am Delon Bobb, a Zipcar member with ID [redacted]. Recently, while parked in New Jersey, my car suddenly wouldn't start again. I tried to extend my trip through the app, but it kept giving me errors despite restarting my phone. I attempted to contact customer service around 4:00 am, but no one answered for hours. Even seeking help from passersby for a jump start didn't solve the issue. After a frustrating experience, I had to resort to using public transportation to return to the city, which took much longer than expected. When I finally reached out to customer service at 12:00 pm, I explained the situation. This has been my worst experience with Zipcar so far.

I have yet to receive my new card. Not only that, but I am currently unable to make any new reservations due to my existing account being turned off I missed out on using an existing reservation last Saturday, leaving me without a car for a planned two-day trip. This has been a huge inconvenience and embarrassment. I insist on receiving a functioning card/account before being billed the $50 monthly fee, or else I will cancel my membership. I am also requesting a full refund of $[redacted].65 for the cancelled trip, along with a significant credit towards a future reservation to compensate for the trouble caused by ZIPcar. This situation is extremely unprofessional and unacceptable. As a long-standing customer, I expect a satisfactory resolution to this matter. Thank you. - Anita Grossbard, ZIPcar member, [redacted] Central Park West, 18D, New York, NY [redacted].

I rented a vehicle on July 14, [redacted], that happened to match the model and color of an impounded vehicle. I recorded a video and had the attendant speak to Zipcar management. Despite the attendant confirming the car was cleaned and returned, I was later informed the vehicle was still missing. I have been waiting for a response for over a month now, even though Zipcar management initially stated it would only take 5 to 7 business days. It wasn't until our second conversation that we noticed the rented car had a different plate number than the one online. This mistake has cost me a job, which I had specifically asked to be noted. I am seeking assistance to resolve this issue with the company.

Hello, I am attempting to get in touch with customer service via email since the phone line had lengthy advertisements. On July 21, [redacted], I reserved a car from the Redwood drop off in Baltimore, MD, for 4 hours. The vehicle had concerning noises, causing me to return it and cancel the trip to book another car. After contacting Zipcar, I was promised a refund but the charges on my credit card do not align with what was discussed. The discrepancies between what was charged, refunded, and the amounts shown on the app are confusing. I would appreciate a resolution to this issue. Thank you, Chad Burleson

To the concerned party, I am writing on behalf of my daughter, Deborah Liu, who recently signed up for a Zipcar membership and was anticipating receiving the card this week. Even though she provided her school address in Madison, Wisconsin, it was mistakenly mailed to our home address in California. In order to ensure that Deborah receives the card before she needs it this Saturday, I had to use UPS next-day shipping at a cost of $51.50. I kindly request a refund for this additional expense caused by the mailing error. I am willing to provide a copy of the UPS invoice for reimbursement purposes if necessary. Thank you for your attention to this matter. Best regards, Amelia Lee

I made a reservation for a car today, but unfortunately, my card couldn't be scanned when I went to pick up the car. I contacted customer service immediately as we not only paid for the car but also planned a full day trip. The representative I spoke to did not seem to care about our situation at all. I became a member two months ago and only received the card via mail four weeks later. There should have been ample time to inform me if there were any issues with my account before I made the reservation. This frustrating experience has happened multiple times with your company, and we have yet to even drive one of your cars. The customer service is unprofessional and unsatisfactory. Due to the inefficiency in your system, we lost around $[redacted] including the cost of the trip and the car rental. This level of service is unacceptable, and I will not continue to do business with your company. I am requesting a response from a supervisor and a full refund promptly. It's disappointing to be in such a frustrating situation with no one respectful to speak with, leaving me feeling scammed and powerless.