Zipcar Customer Service Issues

Hi, I am a loyal Zipcar customer, and have had a great experience using your services so far. However, this is the first time I’ve returned a car a few minutes late and am surprised that I have been charged $50 for this. I understand the need for people to return cars on time, but I feel this charge is excessive and should be more clearly communicated. While I realize it may be in the terms and conditions, I did not see it clearly stated anywhere. If I had known I would be charged $50 for being 9 minutes late due to traffic, I would have extended my trip by 15 minutes to avoid the fee. I would like to request a reimbursement this time and suggest that this be more transparent on the app. Although I understand late fees are part of your business, I believe clarity is important for customers to make informed decisions. I enjoy using Zipcar and hope this issue about the lack of clarity on late fees can be addressed. Best, Sophie

Hello, I am writing to address my recent experience with a zipcar reservation at University of Rochester. Despite reserving the car in advance and paying the fee for quality service, I encountered issues with the vehicle (Focus Hatchback Occur - C13HVW) having low tire pressure warnings upon pickup. Customer service was unable to provide immediate assistance, and I had to proceed with the car despite concerns. While on the highway, I faced additional warnings and had to pull over for safety. The lack of proper inspection before rentals and the handling of my complaints were disappointing, as safety should be a priority. As a loyal zipcar member, I expect better service and accountability. I request reimbursement for the trip, especially due to the extra mileage and inconvenience caused, along with driving credits for future use. I urge zipcar to address this issue promptly to prevent similar incidents in the future.

I have been unable to reach info@ or support@ zipcar. The lack of human interaction from the company is frustrating. I am disappointed with the one-way trip limitations only in Boston. It renders the service impractical. I urge for this feature to expand network-wide soon. Relying on charging for parked time rather than offering one-way services is dissatisfying. The inconvenience is already evident in Marin and Sonoma counties, California. Requiring users to return the car to its original location is unreasonable. Introducing an additional fee for returning the vehicle to a different spot, similar to traditional rental agencies, would be a better approach. Customers are unlikely to pay for the entire time the car is parked but would consider a reasonable charge for returning it elsewhere.

Hi, I am Sanyasi Naidu Pyla. On 10/20/18, I reserved a ZIPCAR from 4 pm to 6 pm. Unfortunately, the car did not start, causing a delay of about 1.5 hours. My phone battery died, preventing me from contacting customer care promptly. With the help of others, I finally managed to connect with customer care to resolve the issue, extending the delay to a total of 2 hours. As a first-time ZIPCAR user, I am concerned about the $[redacted] late fee, bringing the total cost to $[redacted]. My membership ID is [redacted]. I kindly request a review of the charges. Thank you, Sanyasi N.

I encountered an issue with cancelling a reservation today. I learned about a funeral I needed to attend earlier this week, so I made a reservation on your website. Yesterday, I extended the reservation period. However, last night, my plans changed when a friend offered me a ride. I wasn't able to reach Zipcar by phone to cancel because the wait time exceeded 20 minutes, so I hung up as I was with my family. This morning, I tried to cancel again but faced the same long wait time. Finally, I managed to access my account and cancel over 90 minutes before the reservation, but I did not receive a full refund. Despite trying twice to cancel by phone unsuccessfully. Considering the family circumstances, I kindly request a full refund of $[redacted] for this reservation.

While driving on 3rd Avenue in Manhattan at 10:05 a.m., a Zipcar with the details: a silver Honda Accord [redacted] with the plate number G45-JYK, parked between 30th and 31st streets, suddenly moved and scratched the left doors of my vehicle. I confronted the driver and mentioned either receiving reimbursement for the damage or involving the police. The driver mentioned having car insurance, but I found out it was expired. I am reaching out to inform you of the incident and request reimbursement for the damages. You can contact me at [redacted]. - George

Last week, I rented a Subaru Crosstrek for a 24-hour period with friends. During a stop at WalMart in Vacaville, CA, my friends got into trouble, leading to the police towing the vehicle with my belongings inside. I acknowledge my responsibility for the situation but need assistance retrieving my personal items. Despite contacting customer service multiple times and expecting an email response, I have not received any information on how to recover my belongings. I'm unable to address payment for towing until I retrieve my possessions. I had to get a new temporary phone number, and my finances are on hold until I hear from your company. Please look into this and update me on the status. Thank you, Michael W., [redacted], [redacted].

Hello, I wanted to share my recent experience with booking a zipcar in my neighborhood for the weekend. I had reserved this car back in August and encountered multiple issues during my reservation. I sent photographs documenting the damages to the car via email, but unfortunately, I did not receive any response or acknowledgement. The vehicle had noticeable damage in various areas, made a strange grinding noise when locked, and had a malfunctioning fuel tank door. Two months later, when I booked the same car, none of these issues had been addressed! To add to my disappointment, the maintenance light was on. Despite my concerns, I had no time to request a new car due to a pre-scheduled trip. Throughout my rental period, I couldn't shake the worry of a possible breakdown. Having been a loyal customer of your service for four years, I was surprised by this subpar experience. I reached out to your customer service line and reported the situation, but felt uneasy when they didn't ask for my full name or account details. I hope this matter is being handled appropriately as I rely on your service and genuinely don't want to cancel my membership. Best regards, A. M.

I'm encountering an issue while trying to register for Zipcar. I reach a point in the registration process where I'm prompted to provide my address for the Zipcard delivery, but after entering it, I receive an error message about a problem with my secondary information with no option to correct it. Upon contacting customer service, I was advised to enter the same number as my billing address, which I wasn't prompted for earlier in the process. Despite requesting to be transferred to a more technically skilled representative, the call got disconnected after being put on hold. I'm seeking assistance from a competent individual to help me successfully complete my sign-up.

I attempted to reserve a Zipcar for November 6 at either the Distillery on East 2nd Street or [redacted] West Broadway in zip code [redacted], my usual pickup spots. Surprisingly, none were available online for that day, even though it's more than a week in advance. I called the [redacted] number on my card and spoke to Paulette, who confirmed there were no cars. She mentioned other locations, which I already knew, yet they were inconvenient to reach. When I requested to speak with a supervisor, Patricia also stated no cars were available. She explained that the cars at the Distillery were already booked for the entire week, leaving me perplexed as to why more cars weren't allocated there knowing they'd be in high demand. Disappointed in the service and logistics, I hope Zipcar can improve this situation. Marsha, a loyal customer disappointed in the lack of availability at their usual spots in [redacted].

I need to report an issue with the vehicle I used last Saturday. I drove to pick up my girlfriend from O'Hare airport in Chicago. While on the highway, I noticed transmission problems, making it difficult to accelerate. I had to pull over, which was scary. I couldn't continue to the University of Chicago, so I had to arrange an Uber for my girlfriend. As a ZIpcar campus ambassador and loyal member, I was disappointed that the car had this issue unchecked. I had to spend extra money on the Uber and felt extremely anxious pulling over on the highway and struggling to drive at a slow speed to exit safely. I am requesting a full refund for this trip.

Subject: Issues with Reservation: XC60 AWD Vernice at [Park Right] - Ludlow St Manhattan I recently experienced multiple issues with my reservation. Firstly, I encountered a strong pipe tobacco odor inside the car along with pet hair in the rear cargo space, which was not visible at night. Additionally, the rear window was covered in signage glue that was challenging to remove. To make matters worse, I was initially given the wrong Volvo with a similar name, Verneill, which displayed a coolant warning message. After returning the incorrect car, I exchanged it for the correct one, Vernice. Due to these issues, my reservation was a disaster, and I hope not to be charged for the pet hair. I am also requesting a credit for the entire reservation due to the inconvenience caused. I had plans to move boxes to storage, which could not be fulfilled. Thank you for your attention, Jed

Hello Zipcar, I recently incurred a $50 late return fee for bringing back a vehicle 10 minutes past the scheduled time. The fine seems excessive for such a minor delay, particularly since there was no immediate booking following mine within the next 30 minutes. I made sure the car was clean upon picking it up, although there was dew on the rear window in the morning, and I had to clean it myself since this model lacked a rear windshield wiper. This unexpected task caused a slight delay, which was exacerbated by heavy traffic in downtown Oakland. Despite my efforts to return the car promptly, I faced this charge. As a long-time Zipcar enthusiast, I generally appreciate the service. I am understanding of delays by previous users and have never raised concerns about it. While I accept the concept of late fees, the current situation has left me feeling somewhat taken advantage of and disappointed, particularly considering the 30-minute extension on the rebilled statement. Your assistance in addressing this matter would be greatly appreciated.

Hello Zipcar, I recently incurred a $50 late return fee for returning a vehicle just 10 minutes after the designated time. I believe this fee is excessive for such a brief delay and feel that there was insufficient warning provided regarding these charges. It's worth noting that there were no reservations immediately following mine, so the delay did not impact the next user's plans. Furthermore, upon arriving at the car, I noticed significant dew on the back window, which impeded my ability to drive safely. Unfortunately, I discovered there was no rear windshield wiper available in this particular model, requiring me to spend additional time clearing the window myself. Consequently, I departed later than intended, and traffic conditions in downtown Oakland also contributed to the delay. Despite this experience, I am a long-time Zipcar enthusiast and have generally had positive experiences with the service. While I respect the need for late fees, I feel somewhat taken advantage of in this instance, especially considering the additional half-hour charge already applied. I hope for a resolution to this matter.

As a longstanding Zipcar member originally from Boston, I've recently relocated to Sarasota, Florida and encountered some challenges with Zipcar in the area. Sarasota is a beautiful city on Florida's southwest coast boasting various cultural attractions, dining options, parks, and accommodations. However, to my surprise, there appears to be only one Zipcar available in Sarasota, which unfortunately is dirty and had a dead battery during my recent attempt to use it. The unique addition of a non-removable rack on the car's roof makes it challenging for users to keep it clean. With Sarasota's substantial parking availability due to the numerous hotels and condominiums, I believe there is potential for Zipcar to expand and improve its services in this vibrant city.

To whom it may concern, Hello, this is Weiqiao Lin (ZIPCARD: [redacted]). I am reaching out about a late return penalty that occurred during my previous rental (Card ends [redacted]) and would like to provide some context. On October 31st, I had two rental transactions (License Plate: J63HVW). During the first rental, I realized I needed more time and tried to extend via the Zipcar app. However, I encountered an error message stating "End date must be in the future," despite inputting the correct date and time. I attempted this for 20 minutes before ultimately ending the first rental and starting a new rental for an additional hour. As someone who values punctuality and has been penalized for lateness before, I believe this issue was a technical glitch, and I kindly request a refund of the penalty fee. Thank you for your understanding. Sincerely, Weiqiao Lin

I originally requested my Zipcard on 10/17, but it did not arrive after waiting for 8 business days. I called on 10/25 at 8:06 pm EST to inquire about its status. The representative confirmed my address but could not resend the card and said another department would contact me by 10/29 to do so, but no one did. I called on 10/29 at 4:02 pm EST, and was told by the new representative that the card should have been reissued on 10/25 and was reissued on 10/30 instead. Despite this, as of 11/6, I still have not received the card. Getting resolution has been challenging, and I am currently waiting on hold for a supervisor. I am doubtful that this will lead to a solution.

Subject: Request to Waive Late Fee for Reservation on November 5, [redacted] Dear Zipcar Customer Service, I was recently charged a late fee for my reservation on November 5, [redacted], from 9:00 PM to 10:30 PM for Vehicle Fit Jettison at SDSU - Lot 2A. I use Zipcar frequently and always ensure to return on time or extend my reservation when needed. Unfortunately, on this particular occasion, my phone had died, resulting in a 10-minute delay. I would like to request the waiver of the late fee of $70.05 as the ride itself only cost around $12. I checked and confirmed that there were no other reservations for this vehicle on that night, so no other customers were inconvenienced. I understand the importance of timely returns and late fees, but this situation was beyond my control. Member #[redacted] Vehicle: Fit Jettison at SDSU - Lot 2A Time: November 5, [redacted], 9:00 PM - 10:30 PM Thank you for your attention to this matter. Best regards, V.P.

Dear Zipcar, I recently reviewed the details of a trip and encountered several issues. I had reserved a Golf for $95/day but it was unavailable last minute, and I was given an Altima Davy Crockett. Upon inspection, the car had exterior damage and had warning lights lit up upon driving. I was charged $23.31 for the damaged car and a total of $[redacted].48 for the day, which was higher than my initial booking. I was also surprised by additional costs related to booking the Soul Santa Clause. When I tried to extend my booking, I encountered difficulty due to multiple bookings in my account. I have been a loyal Zipcar user for years, and this experience was unsatisfactory. I hope for a resolution to these issues promptly. Unfortunately, I have been unable to contact Zipcar as the emails are bouncing back. Looking forward to your response. Best regards, Miriam D.

Subject: Issues with $75 Credit on Account Hello Zipcar Team, I hope this message finds you well. I am reaching out regarding the $75 credit that was expected to be on our account per the promotion. Despite this, when attempting to make a reservation, the credit does not reflect on our account. Our initial reason for opening this account was the promotion entailing a $25 credit and no annual fee. Due to a delay in receiving our card, we were unable to utilize Zipcar within the necessary timeframe. As compensation, we were promised an additional $50 credit. Unfortunately, the total of $75 credit is not accessible, leaving us unable to book a vehicle for the upcoming weekend within the expected price range. I kindly request immediate assistance in rectifying this issue as we urgently require a vehicle from the morning of 11/10 to the morning of 11/12 in the vicinity of zip code [redacted]. Your prompt resolution would be greatly appreciated. Thank you for your attention to this matter. Warm regards, S.A.