Zipcar Customer Service Issues

I made a reservation for a Honda CR-V two weeks ago to pick up yesterday, but it was not available at the pickup location when I arrived. After a 15-minute wait, I contacted customer service to inquire about the car's whereabouts but was met with unhelpful assistance. Instead, they offered me a Honda Civic located 1/4 mile away, which was not suitable for my companion who needed the space of a CR-V. Reluctantly, I accepted the alternative vehicle and discovered upon inspection that the front right bumper was significantly damaged. As a long-time Zipcar member, I have never encountered such poor service, lack of assistance, or been provided with a damaged vehicle. Despite contacting customer service, they admitted to the oversight of not removing the damaged car from the available list but offered no resolution, attributing it to common issues with new drivers unaware of the company policies. This experience has highlighted a decline in Zipcar's service standards, leaving me dissatisfied and questioning the quality of service I have come to expect as a loyal customer.ि

I am reaching out to inform you about an incident involving a red Honda Civic with Massachusetts license plate 7CH [redacted], usually parked at [redacted] Columbus Ave. in Boston. This vehicle caused damage to my property at 8 Greenwich Park on August 18th between 9:15 AM and 11:45 AM. The driver fled the scene without reporting the accident or leaving any contact information. I have been attempting to reach ZIPCAR since Saturday to address this matter but have not received a response. I kindly request your prompt assistance in resolving this situation. Thank you, Bryan Gulachenski

I've been attempting to book a car, but the website has been down for four days. After contacting customer service and being promised a call within 24-48 hours which never came, I reached out again today. Unfortunately, the representative I spoke to was unhelpful and suggested I wait for another call or endure long hold times upon calling back. Frustrated with the lack of assistance, especially with an upcoming job interview, I am considering using Zipcar instead. It appears that the customer service team is not effectively addressing the issue. How can I receive better support in resolving this matter?

Today at 2:45 pm in East Dulwich, a Zipcar minivan driver collided with my stationary car. Due to her crossing the central line and a parked lorry blocking my side, I had no room to move. Despite my request, she failed to reverse to avoid the accident. The driver seemed unfamiliar with driving basics and refused to provide insurance information. Her behavior was rude and aggressive, endangering a child in the vehicle. Luckily, my car seems minimally damaged, with the rear bumper absorbing most impact. I have photographic evidence of the incident, and a witness suggests the driver may not be licensed. I was advised to contact the police. If you need more information, please reach out to me.

Hello, I'm Oindrila Bhattacharyya, a Zipcar member for over a year. Recently, I experienced a delay in returning a car due to traffic, resulting in a 9-minute delay and a $50 late fee. Although I understand the situation regarding prior bookings, I kindly request the reconsideration of the late fee due to the circumstances. Despite intending to use the car for a full 2-hour booking, I only had access for 1.5 hours, yet was charged the full 2-hour rate. My history with Zipcar reflects a consistent on-time return record, and I hope an exception can be made this time. Your understanding regarding this matter is greatly appreciated.

My name is Peter Roody, and I go by "therood" on Zipcar. Today, August 25th, I had a car reserved in NYC, but when I arrived to pick it up, I was informed that the car had been removed without notice. After contacting Zipcar, I was told there were no available cars nearby and that the reserved car was in an accident - a statement contradicted by the garage attendant. Zipcar did not inform me of the car's removal, provided inaccurate information, and I had to cancel my plans. Upon returning home, I noticed I had not been refunded for the rental. I think I should be compensated with a free rental due to the inconvenience. I am awaiting reimbursement for the rental fee and confirmation on the free rental. Best, P. Roody

Hello, I am an avid Zipcar user but unfortunately, my account got suspended due to an accident last year. I deeply regret this incident where I misjudged the speed of another driver while she was turning left, resulting in a collision. I wish I had reacted faster by hitting the brakes. This event caused a loss to your company, leading to the suspension of my account which saddened me. Using Zipcar has greatly improved my life, and I value the concept of car sharing for its environmental benefits and convenience. I rely on Zipcar for my daily needs, and I kindly request your company to reconsider my account status. I assure you that I will drive more cautiously in the future. I sincerely apologize for the accident and appreciate your understanding. Thank you, H.L.

I have my card and license, and the Zipcar key is inside the car. However, I do not have the physical Zipcard. I am frustrated that customer service won't unlock the car remotely despite me providing all necessary information. It seems unreasonable that they claim it's a security risk. I had spoken to a representative earlier who mentioned it was possible to unlock the car but not start the engine. The lack of consistency is disappointing. I also read about accessing vehicles quickly with the app, which seems contrary to my current experience. Zipcar has let me down, causing inconvenience and financial loss.

I made a reservation for a Zipcar in San Marcos, TX on August 24th. While trying to use the complimentary gas card before returning the car at 6:30 pm, I had trouble, so I paid for gas out of pocket. The customer service representative assured me that I wouldn't be charged a late fee. I provided a copy of the gas receipt for reimbursement. I kindly ask for the $58.25 hold on my bank debit card from Zipcar to be released. My account number is [redacted] [redacted] 8. Thank you for your assistance. Have a pleasant afternoon.

I am experiencing issues applying to become a member of Zipcar. When filling out the application, I reach the stage of selecting where I would like my Zipcard to be mailed. As my current address at the University of North Carolina at Charlotte differs from my billing address, I choose to have it mailed elsewhere. I attempt to input the university address ([redacted] University City Blvd, Charlotte, NC [redacted]), but the system cannot locate it. After unsuccessful attempts, I opt to have the Zipcard sent to my sister's address nearby so I can retrieve it later. However, whenever I try to submit with her address, it states that the website is temporarily down and asks me to try again later. This problem only occurs when changing the address; submitting with my billing address works without issues. I have tried using different browsers and devices, but the same message persists. Your assistance in resolving this matter would be greatly appreciated. Thank you.

I am disappointed with the lack of empathy shown by your customer service. After having to euthanize my cat and forgetting my credit card, I was dismayed to find out that I would be charged to retrieve it. Despite explaining my situation and waiting over an hour for a response, the lack of empathy was evident. I plan to cancel my membership and will be sharing my negative experience online if this issue is not resolved promptly. I believe it's important for companies to value their customers, especially those who abide by the rules and report damages. I hope to see some improvement in your customer care to prevent others from facing similar frustration. - R.H.

I have been waiting for contact from Zipcar for about two months. I paid a balance owed from my state taxes for an unpaid toll pass, but my account is still not resolved. Someone used my Zipcar without my knowledge, and I have been dealing with this issue since. I never received my keycard, never used the account, and I am seeking assistance to address this situation.

Hello. I arrived a few minutes late due to a roadblock preventing me from returning the car. I was near the spot for about 20 minutes. Upon returning, nobody else had reserved it, so I took the time to clean up trash left by the previous driver. I faced a delay at the start since the hotel service person didn't answer and there was no parking pass. I topped off the gas tank as well. I believe charging me $50 in late fees in these circumstances is not fair. I'm very unhappy with my Zipcar experience, and if this charge goes through, I won't be using Zipcar again. This situation is unreasonable.

Hello, I reserved a ZipCar this morning at 6:30 am on 9/5/18. Upon arriving at the car, the battery was dead. After contacting ZipCar, they redirected me to a different ZipCar 2 miles away. Unfortunately, that car was not at the location either, despite checking all the cars in the lot. I had to Uber back to my college campus. Subsequently, I had to take multiple Ubers for an hour each to and from the airport to pick up someone. ZipCar assured me they would reimburse my Uber expenses since the situation was out of my control. I can provide transaction screenshots if needed. Thank you, Caitlin G.

Hello, I was charged a $50 late fee for returning the car 11 minutes late, which I find unjust. I suspect the app may have been the issue. I attempted to extend my trip an hour before it ended at 1 am, considering it improbable someone needed the car at such an hour. I usually update my arrival time promptly if I anticipate being late. While I comprehend the importance of prompt returns for the next user, I kindly request verification if someone was indeed waiting for the car, rather than penalizing me if it was an app error or due to undisclosed regulations such as not renting cars after 2 am. Thank you.

I am seeking a refund for the car rental payment I made. After just a few hours of driving the car, we noticed the coolant levels were low, nearly causing an overheating issue on the highway. Despite reporting the problem to customer service, they were not very helpful. Upon returning the car, the back windshield broke, and Zipcar could not provide another vehicle promptly. We were left stranded on the highway, needing to contact other rental agencies for assistance. The customer service experience was frustrating, and we encountered various obstacles to get the car towed and ensure our safety. The lack of proper maintenance on these vehicles could have led to more serious consequences.

To Whom It May Concern, I am writing to express my dissatisfaction with my recent Zip Car reservation experience. I had a reservation on September 13th from 7:30pm to 11:00pm for a Ford Escape 4WD named "Eggroll" located at [redacted] E Ohio, Chicago, IL. While ending my reservation, I unknowingly triggered the car alarm by pressing the lock button inside the vehicle, causing the reservation to cancel instantly. I contacted customer service for assistance, but despite their efforts to unlock the vehicle remotely, I had to wait for M&N towing for two hours to resolve the issue. However, no one followed up with me afterward as promised. This unexpected delay led to me arriving home much later than anticipated at 1:15AM. I request a full refund for this inconvenience and hope to receive a prompt response regarding this matter from a supervisor or upper management. Please contact me at your earliest convenience. Best regards, Lindsay D.

I had booked a Zipcar for 2:30 pm at [redacted] E 2nd St on Saturday. To my surprise, the car was missing when I showed up. After contacting Zipcar, my reservation was shifted to another location at the far-off South Boston Waterfront Transportation Center, a 20-minute walk from the initial pick-up point. Disappointingly, upon reaching the center, no car was there, leading me to contact Zipcar once again to secure a different available vehicle. After an extra 15-minute walk, I finally found a car, but it had nearly no fuel. These inconveniences caused me to alter my plans and I find it unreasonable that I am still being charged for this reservation. I am seeking a refund for the amount I paid for this booking.

Hello, I have been a Zipcar member for almost 10 years, but I am considering canceling my account. Tonight, I mistakenly used my husband's card to book a car under my account as I seem to have misplaced my own card. When I called Zipcar to rectify this error, I was placed on hold for almost an hour before being able to speak with someone to change the booking. The only available car was the one I had already booked, as the other previously accessible options were no longer available. After waiting for 47 minutes on hold, the supervisor I spoke to was unhelpful and refused to credit me for the time I spent waiting. This level of service is unacceptable, especially considering the exemplary assistance Zipcar used to provide. The supervisor's rude and arrogant attitude was disappointing. The agent even suggested that I cancel my account, and I am now contemplating whether to follow through.

Subject: Proposal to Add Zipcar to [redacted] Branch Ave, Providence, RI I am the owner of a lot at [redacted] Branch Ave in Providence, RI, and I am eager to explore the possibility of incorporating Zipcar services at this location. The area is bustling, and introducing Zipcars would be a valuable addition. Currently, the closest Zipcars are located at Providence College, which is not the most convenient option for the neighborhood. My lot is conveniently located across from the Wanskuk Mill Building, where a substantial $35 million renovation project is ongoing, introducing [redacted] residential units and over [redacted],[redacted] square feet of retail/office space. The lot's strategic positioning off Route [redacted], which sees 22,[redacted] vehicles daily, makes it an ideal spot for Zipcar services. I strongly believe that having Zipcars available would greatly benefit the local community. For further discussions about the possibility of parking Zipcars on my lot, please reach out to me at [redacted] or via email at [redacted] Best regards, David Reynolds