Zipcar Customer Service Issues

Dear Zipcar, I am Corey Silverman-Lloyd, and I need to address my trip yesterday (2/22). I was recently fined for being late by 10 minutes when returning the car. Even though I understand this is your policy, I find it excessive to be charged an additional $61.67 for such a minor delay. I have taken this trip many times, always estimating an hour and booking for 1.5 hours to be safe. Unfortunately, unforeseen heavy traffic delayed my return. Despite checking for availability to extend my trip before leaving, I was unable to do so as the slot was taken by another user. This situation seems inequitable given my efforts to plan ahead. Moreover, upon return, there was no immediate need for the car, so the delay did not inconvenience anyone. Your terms do not specify a late fee over $50, making the unexpected $11.67 charge even more confusing. I noticed a $17.05 charge on 2/21, despite not using Zipcar that day. I request a refund for this transaction. Ideally, I would appreciate a refund for the late fee as well. Thank you for your attention to this matter. Sincerely, Corey

Hi there, I wanted to share my recent experience with Zipcar on 2/23/[redacted], regarding reservation #[redacted]. Upon arriving at a nearby parking lot for my reservation from 1:30PM-3:30PM, I was disappointed to find the car missing. Despite attempting to contact Zipcar support, there was no response, and my reservation mysteriously shifted to 2:00PM-4:00PM without notice. I couldn't access my reserved car until 2:30PM. After finally reaching Zipcar support post-4:00PM, I was informed I wouldn't face a penalty due to the delay, as they granted me an hour credit. However, reviewing my bill revealed both a late return fee and an extra hour charge, contradicting the information provided by the agent. Seeking a refund for these erroneous charges, I remain hopeful for a positive resolution. Thank you.

I received a late fee charge for a Ford card that I returned due to issues with jerking and blood on the seats. The card was never late; I was actually on the phone with an agent when I returned it. I was surprised to find out it was marked as returned at 6 pm, even though I was still driving it back to the home station. As this is a company credit card, it's frustrating to have to deal with these charges and then wait for a refund. I spoke to "supervisor" Kristin, who explained that due to previous refunds for similar issues that were documented in real-time over the phone, it was company policy to escalate the matter. This isn't the first time I've rented cars for around 40 days, and I've only had the membership for the same period, so why is this becoming a recurring problem now? Is it a customer service issue or a policy problem?

Hello, I recently incurred a $50 late fee for returning a Zipcar only 15 minutes beyond the scheduled time. As a first-time user, I am taken aback by this excessive charge for such a minor delay. The lack of clear information regarding these fees beforehand is disappointing. My tardiness was due to unexpected traffic, as I was in close proximity to the drop-off location. Furthermore, I noticed there was no booking following mine at 1:00 pm. I am genuinely surprised and disheartened by this experience, leading me to reconsider my association with Zipcar. The failure to adequately communicate terms and conditions, crucial for customers, is concerning. Looking forward to your assistance in resolving this matter. Thank you, Hina R. Zip Card No - [redacted]

Hello, I made a reservation for a Zipcar tonight from 8:30 to 9:30. I encountered traffic and needed to extend the trip, but the system showed it as completed and wouldn't allow me to extend. I tried to reserve the car again for 9:30 to 10:30, but despite it being available, I got an error message saying the end time needed to be in the future. This technical issue prevented me from extending my appointment. As a result, I returned the car less than 30 minutes late and was charged an additional $57. I feel this charge is unjust since I attempted to extend the reservation but was unable to do so due to the system error. Thank you for your understanding. -Jade

I used a Zipcar today, member #[redacted], and when I finished shopping, the car wouldn't start because of a security feature issue. Even though I had unlocked the car with my Zip card a minute earlier, the car wouldn't start. I did not use the key to unlock the car. Customer support did not answer the phone, even with the roadside assistance prompt. Eventually, after 15 frustrating minutes and a Google search, I figured out the problem. This experience was very annoying and is making me consider canceling my Zipcar account.

At 4:30 pm today, I attempted to start the Mercedes, but it wouldn't start. After contacting Zipcar, I have been on hold for an extended period. After numerous tries to reach them due to busy signals and network issues, I am still waiting. Mercedes roadside assistance came and unsuccessfully tried to jump-start the car. As a result, they are towing it to a nearby dealership in New Jersey. Despite my efforts, I have not been able to speak to anyone at Zipcar. The situation is frustrating and unsatisfactory as I remain stranded without assistance.

Hello, I'm Thomas Goya, a Zipcar member in Colorado Springs, CO. On March 9, [redacted], I reserved the Mazda 3 Mozee at UCCS - Alpine Garage from 1 pm - 2pm. Unfortunately, I encountered issues where the car would turn on but the engine wouldn't start around 1:50 pm. After unsuccessful attempts and a long wait on customer service, I had to leave the car locked at University Village and walk home. Despite researching potential solutions, the car remained inoperative. The Mazda 3 Mozee is currently parked at University Village. I'm disappointed with the car's condition and the lack of timely assistance from Zipcar's customer service. If you require further details regarding your vehicle, please contact me via email.

I rented a Zipcar on Saturday and encountered a frustrating situation. After driving for only 10 minutes, the car stalled while I was parked in a no parking zone to pick up passengers. I tried calling Zipcar's roadside assistance for over two hours without success. Despite following the automated instructions, scanning the card inside the car, and attempting to start the engine multiple times, the car remained unresponsive. The honking alarm became an additional problem, causing distress for myself and my elderly mom stuck with me inside. After seeking help from [redacted] and [redacted], I eventually had to involve the police, who couldn't assist due to my location. My cousin from Mountain View had to intervene, arranging for the car to be towed back to the parking lot. I managed to start the engine briefly but faced the same issue when trying to return the car. Feeling unsafe to drive further, I got charged despite the unresolved problem and inability to reach customer service. I seek more than a refund – compensation for the ruined day, disrupted family dinner, wasted time, stress, and anxiety faced by my family and myself due to this regrettable experience.

Hello, I rented a Zipcar yesterday, and unfortunately, the one I was supposed to get had an empty gas tank with no gas card. I had to spend a lot of time looking for it and calling customer service to resolve the issue, which was very inconvenient for me as I had a commitment to attend. Thankfully, the Zipcar representative was kind enough to switch me to a different vehicle and gave me a half-hour free driving credit for the inconvenience. Despite returning the car thirty minutes later than planned due to the initial setback, I now see a late return fee on my bill. This situation feels unprofessional, and I hope you can understand my frustration. Normally, I have been satisfied with Zipcar's services, but being penalized for something that was not my fault has left me disappointed.

I received a message from Zipcar on February 27, [redacted], stating that I was charged $[redacted] for a ticket. The Zipcar statement alleges the ticket was issued on January 3, [redacted]. However, when I contacted the DC Motor Vehicle Agency with ticket #F[redacted]90 (as indicated on my statement), they informed me the ticket was actually issued on 2/9/19 and remains unpaid. Despite numerous calls to Zipcar to dispute the charge, each time I was advised the matter would be escalated to the management department for review with a promise of a response via email within 1-2 business days. Sadly, I have yet to receive any follow-up and the customer service team has been unhelpful. I am at a loss for additional contacts within Zipcar for further assistance. As the company still holds my $[redacted] without resolution, I seek help urgently. My Zipcard number is [redacted], and I urgently require assistance to contest this charge, or I'll have to escalate the matter.

Hello, I'm writing about an issue with my Zipcar account login and payment. I've been a member since December [redacted], and I recently renewed my plan by paying $60 on December 31, [redacted]. Later on January 15th, I learned about the student plan and contacted customer service to inquire about changing my plan and receiving a refund for the initial payment. They confirmed it was possible. I then updated my account to include my Harvard email address, [redacted], and purchased the $15 student plan. However, I'm encountering difficulties logging in on both the website and the app. I've tried multiple times with different browsers like Internet Explorer and Chrome, but to no avail. When I managed to log in once, my account appeared to be malfunctioning. I couldn't update my information, view my stats, or book a car. Regarding payments, I noticed charges totaling $75, but I haven't received the $60 refund from my initial payment. I realize this is late, but I only discovered these issues when attempting to use the service. It's frustrating not being able to use it when needed most. I hope you can assist in resolving these account problems. Thank you. Best regards, Sam

E&I is preparing to issue an RFP for Rental Car, Fleet Management, and Emerging Mobility Services. We are seeking the appropriate contact details for submitting and coordinating a response to this RFP. Please provide us with a point of contact for receiving the forthcoming RFP. E&I, a New York non-profit established in [redacted], is member-owned and governed by a Board of Directors overseeing Members' needs. Our diverse Membership includes public and private universities, colleges, K-12 schools, and healthcare facilities nationwide. Thank you, Stephanie.

Hello, I have previously tried to submit an invoice using the online system but have not received a response for over a week. Despite multiple calls on April 19th regarding my missing Zipcar, I have not received any updates from Zipcar as promised by a manager. If necessary, I may have to escalate the issue through social media. My account number is [redacted] and my email on file is [redacted] Last week, I explained that I had reserved a Zipcar from April 19th to April 21st, but the car was not available when I arrived, leaving me stranded with a sleeping baby. I had to rent a car for the weekend due to Zipcar not having a replacement vehicle as promised. I seek reimbursement for the price difference between the rental car ($[redacted]) and the Zipcar reservation ($[redacted].72) as previously discussed with Zipcar. Attached is the rental car invoice for your reference. I urge Zipcar to provide a credit for the discrepancy or refund it to my credit card promptly. This disappointing experience may lead me to reconsider my association with ZipCar.

I received an email today informing me that my reservation has been relocated to a Zipcar pickup lot 10 minutes away from my campus. As a student relying on Zipcar due to not having my own vehicle, this sudden change poses significant challenges. With less than 24 hours' notice, I am now faced with the need to arrange transportation to the new location, incurring additional expenses for an Uber or inconveniencing a friend for a ride. Despite contacting Zipcar, the representative only offered superficial apologies without offering practical solutions. While a refund for the Uber trip was proposed, it does not address the extra time and effort required for this unforeseen change. This level of customer service is unacceptable. While I understand that issues can occur, more proactive measures should be taken to minimize customer inconvenience in such situations.

I called Zipcar's customer service around 12:33 pm on 5/2/19 seeking to make changes to the account. When I spoke with a representative, I provided the account holder's name as the Zipcard was under a different name. The representative requested to speak with the account holder, but as they were no longer with the company, I explained this. The representative briefly put me on hold but then abruptly stated she couldn't assist me without further explanation. Despite my attempts to clarify and seek assistance, the representative insisted she couldn't help and refused to let me speak with a supervisor before abruptly ending the call. This experience left me feeling frustrated and unresolved, as the representative did not inquire about the reason for my call and ultimately did not provide any assistance or alternative solutions to my situation.

Hello, I contacted customer service nearly five days ago seeking assistance regarding my recent trip. They initiated a dispute and advised me that I would receive an email within two business days. However, I have yet to receive the email. On April 27, I made a reservation for a Honda CR-V from 4:30 pm to 5:30 pm. I returned the car at 5:38 pm. Unfortunately, after I exited the vehicle to check my parking, two individuals who had reserved the car mistakenly assumed I was done and drove off without scanning their card. Consequently, I was erroneously charged for 82 minutes (presumably until around 7 pm when they eventually scanned their zipcard). I am requesting a reimbursement for the late return penalty as I was only 8 minutes late, not 82 minutes as indicated. I was billed for both the usage fee and late fees, resulting in a total cost of $91.50 for a trip that was originally meant to be less than $10. Thank you, Kevin

Hello Zipcar, I am reaching out about the refund request I made for my reservation on May 4th from 6 PM to 9 PM. Unfortunately, when I arrived at the parking location, the car was not there as expected. The staff at Edison parking mentioned that the Zipcar might still be unavailable. I attempted to contact customer service, but was unsuccessful as my phone was low on battery and I had to call from a friend's phone. Due to the circumstances, I had to cancel my trip. When I reached out to customer service to explain what happened, I was assured of a full refund. However, I have yet to receive the refund or any updates via email regarding the process. My Zipcar number is [redacted]. I am hoping for a prompt response to my request. Best regards, Peng Cheng

Hello, I opened a zipcar account back in October [redacted] as a student, but I never actually used the service. Recently, Zipcar tried to bill me for the annual fee, but the card on file was expired, leading to the account being closed in November [redacted]. I'm looking to reopen my account to rent a zipcar soon but prefer not to pay any outstanding fees since I haven't utilized the service previously. As a current New York University student, I would like to access the student rate. How can I proceed without settling old charges? My account is under [redacted], and my current NYU email is [redacted] Thank you, Jason A.

I am requesting a complete refund for the trip I took yesterday. Unfortunately, I was unable to achieve my goal due to issues with the original vehicle I was assigned. Despite attempts to resolve it over the phone with an operator for about thirty minutes, I was not successful. I was eventually switched to another vehicle, which also had a problem with its windows not closing. After speaking with another operator and managing to close the window, I was told that the initial vehicle was no longer available. I had a specific timeframe to reach my destination, and after being transferred to multiple vehicles and experiencing delays, I missed my deadline. I am seeking a full refund and a voucher for a full day's rental due to the inconvenience and time wasted. Additionally, my card was charged, and I am now waiting for the refund to be processed. The whole experience, including having to refuel the vehicle that wouldn't start, was frustrating and out of my control.