Zipcar Customer Service Issues

Hello, I am contacting you regarding a late fee I was charged by Zipcar. I arrived at the designated parking spot at 4:30 p.m., which was the scheduled time. Unfortunately, there was a UPS truck occupying the space, so I had to park elsewhere on the street. Despite the heavy rain, I attempted to locate the worker without success. I waited in the Zipcar for 30 minutes until he finally appeared, carrying what seemed to be his lunch from Subway. It was an extremely unpleasant experience, and I would greatly appreciate if the late fee of $50 could be waived. Unfortunately, my phone was not functional at the time, so I was unable to provide evidence. I kindly request your assistance in this matter. Thank you for your attention to this issue. Sincerely, Kit.

Hello Zipcar, I am inquiring about a promotional offer eligibility. To receive $20 free driving credit, members must opt in for marketing emails and complete a reservation between 6:00 and 10:00 PM on November 6, [redacted]. Please note that cancelled trips do not count as qualifying drives. The coupon code for the driving credit should have been emailed by November 9, [redacted], and the credit will be valid for 1 month after redemption. I made sure to adjust my email preferences in my account by November 6 and reserved a car on November 6 from 8:00 PM to 11:30 PM, but as of today, November 10, I have yet to receive the driving credit. Thank you for your assistance.

As a satisfied Zipcar customer for several months, I have found their service to be efficient. However, I have encountered consistent issues with the customer service phone line. Despite my respectful approach, my recent experience was disappointing. When I requested to apply a coupon code for an upcoming reservation, the representative denied its existence in my account. Even after suggesting she check my email for the code, her tone became increasingly disrespectful. Despite my efforts to explain, she dismissed my request and insisted there was no credit available. I understand policies regarding code application, but her condescending attitude was off-putting. When I addressed her rudeness, she became defensive, ultimately refusing further assistance. This negative encounter is not isolated, prompting me to explore alternative car sharing services where I feel valued as a customer. I hope for improved training in customer interaction to prevent similar situations in the future.

I lost my wallet along with my Zipcar. I spoke with a supervisor by the name of Patricia on 11/12. She did not provide me with a direct contact method for her. Here is a summary of the conversation: 1) Patricia stated I must cancel my Thanksgiving reservation before getting a new Zipcar, which would leave me without a car during the holiday. 2) When I requested to speak to her supervisor, she claimed to be the highest authority at Zipcar. 3) I asked for a refund of the $7 monthly fee for the period leading up to my Thanksgiving reservation. 4) She assured me someone would address my refund request but no one has contacted me yet. 5) Today, after a 30-minute wait on the line, I was disconnected during my call. 6) I am seeking a refund for the monthly charges. 7) For further communication, you can reach me at [redacted]. 8) Patricia mentioned she would cancel my membership and reservation. Please confirm this action. Thank you. - John P.

I lost my wallet, which had my zipcard inside. I spoke with a supervisor named Patricia on 11/12. She refused to provide me with a way to contact her directly again. Patricia stated that I must cancel my reservation before getting a new zipcard for Thanksgiving. I explained the inconvenience this would cause, but she was not willing to assist, putting a damper on my holiday plans. When I requested to speak to her supervisor, Patricia claimed to be the highest authority at Zipcar. I doubted this but was unsuccessful in escalating the issue. I also mentioned wanting a refund for the monthly charges I've paid leading up to this reservation, about $7. Patricia assured me someone would follow up on this matter, but I have not received any calls yet. After being disconnected during a call today, I waited for half an hour. I am requesting the reimbursement of the $7 monthly fee charged since my last booking. Kindly confirm Zipcar will process this refund. I can be reached at [redacted] for any clarifications. Patricia mentioned cancelling my membership and reservation, please confirm this action has been taken. Thank you, John P.

Dear Sir/Madam, I hope this message reaches you in good health. I am writing to share my recent experience with Zipcar. I signed up for their services on October 19, [redacted], and was charged a $25 membership fee. Subsequently, on October 26, [redacted], I received an email confirming the activation of my account along with a $7 monthly charge. Despite numerous calls to the helpdesk where they assured me that my Zipcar card would arrive this week, there has been a delay from the outset. It is now November 2, [redacted], and I have yet to receive my ZipCar card. This delay has had significant consequences for me, impacting my personal, family, and home commitments, as I have had to resort to renting cars from other providers after already paying all the necessary fees to register and activate my account. I have attached a receipt for a rental car for your reference. I would greatly appreciate a resolution to this matter. My account number is [redacted]. I look forward to your prompt response. Thank you. Best regards, A. AlBlooshi

I'm having trouble reopening my account that was in the middle of registration. Every time I try to sign in, it sends me to a different link that just loops back to the original login screen. I was thinking maybe it'd be best to delete the entire account so I can start fresh. I've attempted to reset my password, but it hasn't solved the issue. Thanks. (Email: [redacted])

I attempted to sign up for Zipcar without realizing the difference for college memberships. I went through the email and password registration but couldn't finish due to being under 21. Since I used my college email, I can't create a student account with it. I now can't access account settings to delete my account or cancel the signup. How can I correct my registration?

Hello Zipcar, I have a query regarding a charge on my account from October 14, [redacted]. The reservation was for a Focus Hatchback previously at Garage E @ Tysons One Place. On that day, I tried to extend my reservation until 10:30. The extension was successful on the app. However, I attempted to further extend it to 1:30 but encountered issues due to connectivity problems. Upon reaching the car, I promptly contacted customer service assuming the extension had gone through. They assured me they would make a note on my account, but a late fee was automatically applied according to the system protocol. Upon reviewing my statement, I respectfully request a reversal of the late fees. I encountered difficulties with the app due to connectivity concerns. I have been a loyal customer for many years and have always adhered to the return schedules. Timely returns are of great importance to me as I understand the significance of following the community guidelines in the sharing economy.

Hello, I am writing to address an issue I encountered with my recent Zipcar reservation at Stanford - Escondido Road/ Campus Drive. My name is Samuel Price. I attempted to extend my reservation for the Mazda 3 hatchback Memory from 7:30-9:00 by half an hour as I thought I might need the car longer. However, despite trying to update the time around 7:40 pm, the app did not allow me to make the change. I did not see any immediate reservations after mine, and no one appeared to be waiting to use the car, which makes me think my extension wouldn't have inconvenienced anyone. I understand and respect the late fee policy but, as a college student, the fee is a significant burden for me. Given the circumstances, I am kindly requesting a waiver of the late fee. I sincerely appreciate your understanding and assistance in this matter. Thank you. Samuel Price

Hello, I rented a Zipcar today for a 2.5-hour appointment. I left with plenty of time to return it on time, but there was a severe accident, causing me to be 9 minutes late. The next renters were not affected by this slight delay. As a struggling college student, I can't afford the $50 late fee, turning my $20 trip into an $86 expense. I understand the fee's purpose but believe this situation doesn't warrant it. The lateness wasn't due to my fault and caused no problems for the next renters. I'm very distressed about this and kindly ask for a resolution. Thank you, Kate S.

To whom it may concern, I recently utilized a Zipcar for the first time and experienced multiple issues that have left me quite dissatisfied. Firstly, the car had a strong burnt weed smell, making the journey uncomfortable. Secondly, the vehicle had no gas, forcing me to find a gas station immediately. Thirdly, the gas card provided did not work, causing further inconvenience. Due to the empty tank, I had to personally pay for gas, which I am requesting reimbursement for. Additionally, dealing with the gas situation caused me to return the car 33 minutes late, resulting in a $50 late fee. I believe this fee is unjust as it was a direct result of the issues I faced with the vehicle. I would appreciate a prompt response within four hours regarding the removal of the charges incurred during this trip, especially the unjust late fee. I am also seeking information on how to be reimbursed for the gas expenses I covered. Thank you for addressing these concerns promptly. Sincerely, Adrian Sacharski

I had a reservation on December 1 at I & 22nd St NW with Zipcar. Upon picking up the car, it had less than 20% gas, showing less than two bars. Before reaching a gas station, it dropped to one bar due to a car blocking access. I had to drive to another station with hardly any gas, causing stress with my pregnant wife and elderly parents. I find this unprofessional and expect better service from Zipcar. I had to extend my rental time due to this issue. It was a negative experience, and I am seeking a proper response and refund for this inconvenience.

Today, I reserved a Zipcar from 10 am to 6 pm. After driving from Williamstown to Albany and running an errand, I couldn't unlock the car around 2:30. Zipcar assistance explained that the battery was dead. They said a tow company would arrive within the hour to jump-start it. Despite waiting and calling every half hour for 4.5 hours, no help came. Concerned about driving back in the dark, I needed to be home by 6 for work and a project. The service insisted they tried calling but the tow never showed up. At 7 pm, with no sign of the tow, I took an Uber for $58. I left a coat, shawl, and headphones in the car worth $[redacted]. I request reimbursement for the Uber and return of my items. Improvement in procedures and service quality is necessary. Remote unlocking options and efficient substitute car arrangements during breakdowns are recommended to avoid long waits and potential fees.

While in a ZipCar with my children, one of them discovered a bag of marijuana with a grinder and rolling papers. The car had a strong odor, making us uncomfortable and upset since we have never discussed marijuana with our kids. We feel it is unfair that ZipCar does not address or prevent such situations. Customer service was unhelpful when I contacted them, promising an email that I have yet to receive after a week. I am extremely dissatisfied with this experience.

Hello Team Zipcar, I am facing a problem as I am moving with my wife that night, and the new Zipcar location is further away, potentially causing me to miss work or cancel altogether. I am requesting if it's possible to move the car to the Eckington location. I would appreciate a discount or a better alternative. If this issue persists, I might consider ending my Zipcar membership and using Enterprise or Maven car-share at a nearby location. Thank you, Peter Mayer

I received a parking violation notice dated 08/19/[redacted] that mentioned a charge for a violation related to parking a Zipcar in a Carshare-only spot. However, this seems incorrect as my rental period for the Zipcar was from 08/18/[redacted] at 10 am to 08/19/[redacted] at 10 am, and the ticket was issued at 08/19/[redacted] at 11:20 am, by which time I had already returned the car to its designated parking spot. It's unclear why I have been charged for this violation as I complied with returning the car on time. I find it frustrating and erroneous that I am being penalized for following the correct procedure. I hope that either Zipcar or the authorities can look into this matter and waive the violation. Ticket number: [redacted].

I contacted Zipcar on the night of 11/5/18 to report a lost Zipcard and request a new one, which I have not yet received. After calling again on 11/19, Zipcar representative (Jose) mentioned that the previously requested card had been sent, although it never arrived. Therefore, a new card was requested. Despite this, the second requested card did not arrive, leading me to call Zipcar a third time on 11/28. Once more, I was informed by Luis that the previous cards had been sent but not received, resulting in another new card request. Frustratingly, on 12/7, after my fourth call without receiving a replacement Zipcard, I spoke with Diana. She clarified that none of the previous three requests were processed correctly; no Zipcards had been dispatched as I had been told earlier. Although she assured me of entering the replacement card request correctly, no confirmation or tracking information was provided for verification. Unfortunately, I am disappointed by this recurring issue and the inconvenience of having to use a rental car due to the unavailability of my Zipcar service. I hope for a prompt resolution to this matter to continue utilizing Zipcar without disruptions. Regards, S.W.

I reside in a housing cooperative in the northwest Bronx, NYC, NYS (zipcode [redacted]) with approximately [redacted] units. Parking is a challenge as many residents only require a car occasionally. I am inquiring about the process to bring one or more Zipcars to our neighborhood. Our cooperative offers indoor and outdoor parking that could accommodate off-street parking for a few cars. After reviewing the map, the nearest Zipcars are situated at Putnam Ave W between W 238th St & W 239th St in the North Bronx, NY, roughly half a mile away. However, there is a significant hill between Putnam Ave and Saxon Ave, deterring residents from using Zipcar if they have to walk uphill upon returning the vehicle. Having cars more centrally located in our neighborhood could encourage more residents to join, including myself. I would be willing to give up my car if there were convenient Zipcars nearby. We have environmentally conscious residents who would appreciate car-sharing options. Our board of directors is willing to assist in member recruitment and finding suitable parking spots for the vehicles. I have searched your website for information on this matter but could not find any details. Kindly advise if there is a contact person I can reach out to regarding this initiative. Thank you, Anne Marie Garti

Hello, I recently had my first experience with a zip car and encountered some issues when attempting to fill up the gas using the provided credit card. Feeling rushed to return the car, I ended up paying for the gas inside using my personal credit card, hoping for reimbursement later. I believe I mistakenly entered my Member ID incorrectly while trying to use the card. After paying the merchant $40 upfront for filling up the gas, I am waiting for the final amount, expecting it to be around $10. I am now unsure about how to proceed with getting reimbursed for this expense. My Member ID is [redacted] [redacted] 0.