ZipcarReviews of zipcar.com

I used to love using zipcar. This year, I tried them again for the first time in years and it was an awful, overly expensive experience. I was under the impression I closed my account in July, and now 5 months later, they charge me for 5 months of membership fees because "their system was down." Had I seen a monthly charge in August I would have asked for a refund and closed my account immediately. Now they want to charge me for 5 months worth of fees. I called them for a refund, my support ticket was "escalated," but they still say they won't refund any of it. I'm pretty sure this counts as fraud. Filing a complaint with BBB next.

I've never had a worse experience with customer service. My credit card had 2 unauthorised charges - $1332 and $1299. They have returned the first charge - although, they kept the service fee (which I found outrageous), but after several calls with their customer service, they claim that there's no further pending charge. It clearly states on my bank statement that they're holding the remaining $1299. They told me to contact my bank. And that's all on their side. No emails, no further confirmations of my requests to get help from their side. I've deactivated my account immediately. All customer service representatives I spoke to sounded like they're sleeping. Dead air, no appreciation of my concerns - no resolution. Go with a competitor.

Unauthorized charges; impossible to get in contact with customer service, cars never available

Nothing but issues. The booking did not work forcing me to loose over two hours of my booking. The return mechanism did not work, forcing me to lose 2 hours of my day post booking. They double charged for a membership fee for a second driver (the first fee was not communicated when adding the driver).

Awful experience. Customer service is useless with long delays, cars are filthy and often missing. There is little to no resolution for missing cars and the credits are inflexible and difficult to use. When asking customer service for pretty basic assistance, they refuse to help.

I use car rentals a lot - Getaround, Turo, Enterprise, you name it - none of these other agencies has issues with car ***not being able to lock***. You would think being able to unlock/lock a car is a ***basic functionality to a car***. Zipcar has so far been by far the worst. My car had 3 different on-board computer issues that clearly showed the car itself had lots of problems, no wiper fluid, and dented on all sides. I reported all of these at the beginning of the trip. When I arrived at my destination, I could not lock the car and had to waste the entire day to turn back - no parking card in the car, my zipcard hadn't arrived, and the app kept failing at least a dozen times of me trying with "Sorry something went wrong" . Even moved the car around to see if it's a reception issue (my phone had reception just fine) - nope, the card reader/whatever that is installed on the car that is trying to perpetually connect to the internet is terribly designed (I don't think it's the phone app's issue). Ruined my entire day's plan. On top of everything they charged me for over mileage. I was so upset, I contacted customer service to let them know the condition of the car, the fact that locking mechanism didn't work, the parking card is missing, etc. The customer service person was didn't answer any of my questions, and merely refunded the membership fee, a measly $7 (compared to $25 joining fee and over $160 in single day use, which, I returned early but they don't refund you for time not used). No other rental agency is this bad. This company clearly does not care about customers, and well, you might have issues with locking your car.

Single worst customer experience I have ever had. If you are going to sign up for ZipCar you need to be aware of the following: 1) false advertising that is practiced (particularly in relation to the ability to start booking “instantly”). We signed up because we were told we would be able to sign up and begin booking quickly. This is NOT the case. You have to wait for them to mail you a Zipcard which for us took multiple weeks. We never even received the first one and they had to resend it. 2) egregiously long wait times for customer service (never less than 50 minutes) 3) technological issues experienced with their app. This resulted in us traveling to pick up the car, the technology failing and not letting us in, and then us having to cancel our whole day's plans and instead spend over an hour on customer service hold. 4) Lack of honesty in regards to customer service (informing me they will overnight my Zipcard which then arrived over 5 days later). This really happened.

Asked to cancel my waiver insurance after it renewed. They did it right away and as a good will gesture refunded me (without me even asking!) the payment for one of the monthly payments which had just gone through. And went on to explain how for a low frequency user such as myself, that next time I can make my waiver auto expire after just one month. Very impressed by the service!