Zipcar Customer Service Issues

My name is Dhanya R., and my Zipcar ID is [redacted]. Last Monday (08/03/[redacted]), I rented a car at GOAL in the Westchester Apartment complex in Washington, D.C. from 11:30 am to 1:00 pm. I encountered issues with unlocking the car, possibly because the prior driver didn't end their trip. Despite verifying my details, I couldn't access customer support, leaving my roommate stranded at the airport. I've been trying to contact customer support daily since the incident but to no avail. I seek a full refund for this trip due to the inconvenience and lack of assistance. Anything less than a full refund is unsatisfactory, and I plan to cancel my membership and share my experience with Zipcar. Please reach me at [redacted] or [redacted]. Thank you.

I rented the ZIP Code Richard from Monday to Friday during the week of August Third. On Thursday, I contacted Zipcar because my phone could not unlock the car. The tow company came to unlock the car and check the battery, confirming everything was fine. However, the car would not start when I tried to use it again. The tow company returned and identified an electrical issue related to the security system. On Friday, I called Zipcar before 7 PM to report that I couldn't return the car to Weehawken. They promised to connect me with someone but disconnected me instead without following up. The car is currently in Barnegat, New Jersey, and is not functioning. I am requesting reimbursement for Thursday and Friday due to the car's non-operational state. I informed Zipcar by phone before 7 PM on Friday, August 7, about the situation. Thank you. E. Julian.

During my recent trip, I was charged more than expected. I didn't exceed the [redacted]-mile limit, and my booking was initially for three hours. A customer service representative extended my rental by an extra 30 minutes due to the previous client's delay in returning the vehicle. As a result, even though I returned the car before the additional time was up, I encountered overage charges as the trip wasn't properly ended. I request that the excessive charges be removed from my account, as I believe I should only be billed $39.89, the original booking amount. I appreciate your quick attention to this issue. Thank you, A.

I was overcharged for my trip yesterday. I did not exceed the agreed-upon mileage limit, and I only booked the car for three hours. The customer service representative extended my booking by ** minutes due to the previous client's tardiness. Despite returning the car within the extended timeframe, I encountered issues ending the trip, resulting in overages on my bill. I dropped off the car well within the additional ** minutes given to me. I request that the excessive charges be removed from my account, and I should only be billed the original amount of **. Thank you for addressing this promptly. - Anthony

Two years ago, I enrolled in Zipcar through my university, but I never received my Zipcard. Without the card, I've been unable to use the website or app despite maintaining my membership all this time. I urgently need the Zipcard sent to my updated address. Additionally, I would appreciate a refund for the past two years of membership fees, as I've been unable to utilize the service. I've encountered extended hold times with little success in reaching out to customer service via the help center.

On 7/24/[redacted], I submitted a support request to cancel my account. Despite receiving an email on 7/29/[redacted] confirming the cancellation, subsequent messages on 8/9/[redacted] and 8/16/[redacted] indicated issues with billing, contradicting the initial cancellation confirmation. I seek clarification on why these messages were received post-cancellation as per the 7/29 correspondence. To achieve a satisfactory resolution, I request that all billing activities associated with my account be terminated, considering that billing is linked to an active account. I also seek clarification on whether I should still have access to Zipcar.com post-cancellation.

I had reserved a one-day rental with ZipCar. However, upon arriving at the pick-up location, the car I booked was not available. After contacting customer service, I was informed that the car had been returned by the previous user at a different location a couple of blocks away. Despite the inconvenience, the ZipCar representative extended my reservation by an hour. Upon returning the car the following day, I received a $50 late fee even though I returned the car on time. Additionally, the gas card was missing, forcing me to pay for the gas out of pocket. I have been unable to reach anyone in customer service to address these issues. It is frustrating how ZipCar can quickly charge fees but is unresponsive to customer complaints. The added insult of a customer satisfaction survey is disappointing. In total, I ended up paying an extra $60 for the rental.

Hello, My name is Siani Ashford, and I am reaching out about an issue I experienced with a Zipcar on August 30, [redacted]. I rented a white Toyota Corolla (license plate: 8PTZ135) from 11 am to 5 pm. Unfortunately, we faced problems with unlocking the car near Twin Peaks, resulting in a 2.5-hour delay due to a lack of service on our phones. Despite calling the Zipcar hotline and being redirected several times, we did not receive immediate assistance. Instead, we were only offered an extended trip until 7 pm, which we were charged for. As visitors to San Francisco, we had to resort to calling a locksmith at our own expense ($[redacted]) to access the vehicle. I am seeking reimbursement for this stressful incident and can provide details about the locksmith's payment, contact information, and receipt. I look forward to discussing this matter further. Thank you, Siani Ashford

Hello! Today, I had scheduled to use a car for 1 hour and 30 minutes. When I arrived at the location, I attempted to unlock the car via the phone app, but it didn't work because the map showed the car was 20 feet away from its actual location. I didn't have the zipcard needed. Despite being reassured by the app, I couldn't unlock the car without it. I called customer service and waited for 1 hour and 40 minutes without anyone answering. I was charged $30.82 for a trip I couldn't even start. I am requesting either a refund for the trip or a 1-hour and 30-minute free drive to compensate for the inconvenience. Please respond promptly. Thank you.

After waiting on hold for an hour and 43 minutes to speak to a supervisor, I was disconnected, even though I was assured I would only wait an additional 5 minutes. I am currently stranded for over 24 hours due to the theft of my keys and belongings from my car. I have been trying to get assistance as my car was supposed to be towed and I was promised a call back this morning. It has been a frustrating experience with my account supposed to have a $[redacted] credit from previous issues, and now I am stuck without a vehicle. I urgently need a call back to resolve this situation and be able to access the reserved car. Being left alone in a dark field is unsettling, especially when attempting to contact customer service with no success.

Subject: Urgent: Booking Issue Dear Sir / Madam, I had a booking for a small Honda Civic from October 23rd to October 24th to transport my wife and newborn son, which I recently changed to be just for the 24th. However, after the modification, I was assigned a van which I can't operate, and it's not convenient as the car is now far from my place. Unfortunately, my wife and child won't fit in the van. I urgently need assistance with this issue as I'm currently stuck on hold with customer care. Please contact me at [redacted] or [redacted] The original booking is under the name Gregory S. Boutis. I can provide proof of my son's birth and the rescheduled discharge of my wife on the 24th. Your prompt attention to this matter would be greatly appreciated. Thank you, Greg

Hello, I rented a car for my 3-day seminar in Vaughan this morning. On my way there, I tried to use the horn but realized there was no sound. Assuming I didn't press it hard enough, I continued. However, on my way back from the seminar an hour ago, I tried again and still no sound from the horn or the honk alert on the app. This is a safety hazard as I cannot alert other drivers if needed. I have another seminar tomorrow at 9:30 am in Vaughan and driving without a horn is concerning. This is my first experience with Zipcar, and I am disappointed. I've attached the car details and tried calling with no answer for nearly half an hour. Can someone please assist before I have to leave tomorrow morning at 9 am? Your prompt response is appreciated.

Subject: Zipcar Booking Cancellation and Refund Request Hello, I am reaching out regarding the unexpected cancellation of my Zipcar booking and requesting a refund. I made a booking for a Zipcar almost a week ago, and I have attached a screenshot of the confirmation email (the red Toyota). Everything seemed normal, and I was prepared to use this car today. However, to my surprise, at approximately 5:58 am this morning, I received an email notifying me that my car booking was canceled due to unforeseen circumstances. I was disappointed to receive this message just hours before I needed the car. I have attached a screenshot of the email for reference. I would have understood if the booking was canceled due to emergency cleaning for COVID-19 or urgent repairs, but upon checking, the car did not seem to have any emergency status. Additionally, the car had a booking scheduled from 9 am to late afternoon. It is frustrating that my confirmed booking from almost a week ago was suddenly given to someone else without prior notice. I had to quickly book another car, which ended up being twice as expensive. I attached a screenshot of the booking for reference. I did not intend to book a more costly option, and I believe I should be refunded for the additional expenses incurred due to the sudden cancellation of my Zipcar booking. I look forward to hearing from you soon with an explanation.

I have contacted you several times regarding issues logging into my account. I was advised to create a new account due to a problem with my license on your app. Despite creating a new account, the issue persists as my ID is still in the system. I would appreciate it if you could completely remove my information from the system as I do not wish to have my license associated if I am no longer using the app. I enjoy being a customer and using your app, but if this problem persists, I request that my details be removed entirely. Your assistance with this matter is greatly appreciated.

Zipcar suspended my account, suspecting unauthorized access. However, I was simply trying to update my expired license year, but I encountered an error. Customer service had me verify my identity by changing my password. Then, when trying to update my expiration year with a representative, my account was suspended and sent to the review department. It's been a month, with multiple calls and letters to no avail. My account status shows as "solved," but I still cannot rent a car or update my license info. I even submitted my license copy. Please assist in reactivating my account. Since [redacted], I've faced poor customer service, being disconnected and denied escalation. I'm stuck and need help resolving this Zipcar error.

I am a new member and urgently require a rental. I have learned from the Zipcar website that I can book without waiting for my Zipcard. Unfortunately, I am facing challenges online and through the app. I was a previous member who recently reactivated my account. I had a card number but no physical card. Accidentally, I clicked on "request a new one" and now I can't update the address on file, as it's no longer current.

During my college years at Brown University, I had a Zipcar account due to their partnership. After graduating, my college email is no longer active. I am looking to sign up with Zipcar as an individual, but the system shows my driver's license is already linked to an account. Unfortunately, my previous account tied to Brown University is no longer accessible. What steps can I take to resolve this issue and create a new individual Zipcar account?

I attempted to create a Zipcar account using my Stanford University email but mistakenly signed up for a regular account instead of the student account. Since I am only 20, the Zipcar website won't allow me to proceed with the sign-up process. Please delete my current account details so I can retry signing up, this time opting for the student account.

Hello, I recently discovered a charge on my credit card for a zipcar annual membership on 01/19/[redacted]. Despite canceling my zipcar membership months ago, I was surprised to see this charge. I have been living outside of the U.S for the past 4 months and have not used zipcar since early March [redacted]. I suspect this is a technical error and am seeking a refund. Currently unable to access my account online due to my move, I am reaching out via email as my U.S phone number is inactive. My account email is [redacted], and I previously used zipcar in the [redacted] area code in Minneapolis, Minnesota. Regrettably, I no longer possess my zipcar card for my account number. I appreciate your prompt assistance in resolving this matter. Sincerely, A devoted zipcar customer

I am experiencing ongoing issues with logging into my account since the beginning of December. Despite numerous calls for support, I have not received any resolution. Each time I contact customer service, I am met with delays and no real-time solutions. The website won't accept my .edu email domain on PC, and the IOS app encounters problems with date of birth verification. Additionally, my contact email is correct at [redacted], not [redacted] I have paid my annual fee but have been unable to use the Zipcar service for two months. I seek reimbursement for this time and a swift resolution to the login issues. Please rectify this matter promptly. Thank you.