Zipcar

Most Recent Comments

• November 2022 by Marcos C.
  I rented a car for a weekend trip from DC to Pennsylvania. The car I rented was difficult to find, and then when I finally found it the car my phone wouldn't connect to it. Customer service told me that the car had connectivity issues, so Zipcar knew about the issues but did not inform me of them prior to the review. I then had to walk a mile away to a different Zipcar that the customer service agent promised me would have no connectivity issues. The whole process delayed my trip by about two hours. On the way back, the car had connectivity issues again, and being that I wasn't in a city, there was no way for me to get back to DC in the car or in a nearby Zipcar. I was on the phone with customer service for hours and the agent promised me that assistance would arrive in 45mins to an hour. After 5 hours of trying to come up with a plan B for getting home (the assistance never came), I ended up having to be driven by someone to a nearby town 35 miles away where I could Uber an hour away to a rental car place to rent a car to drive down to DC. Zipcar's terrible service and dysfunctional cars cost me an additional $250, many hours of delays, and a lot of unnecessary stress. Overall a nightmare experience.
• October 2022 by Jay M.
  Every single time I use Zipcar, I've had issues and come back stressed from the experience!! I'm deleting the app, cancelling my membership and not using it ever again. The customer service is so poor! I had a car break down on me after buying groceries in Costco and it took over an hour to get support. They expected me to just wait with the car whilst my groceries melted and then when I finally told them I had to leave, they didn't reimburse my Uber but they had told me they would. The cars are always dirty, smell like weed and have the check engine lights on. I returned the car and received a $50 late fee but the garage never allows you signal to report the trip has ended. The app is always faulty! I've called customer service several times and they're unhelpful and take a long time to answer. It takes honestly a ridiculous amount of time to get an unhelpful response. Never using this service again!! Also they lied and said they were offering 15% off during weekdays but they'll say they apply the charge and never do.
• October 2022 by Lin L.
  Visiting from out of town and my first Zipcar experience in DC area. The instructions to find the car are pretty detailed. App makes it very easy to make reservations. I did have trouble booking a one way trip so ended doing a round trip instead. I also couldn't figure out how to give the car to valet since I had to lock it. Other than that, it was convenient, easy and gave me a car for a half day to run errands. Very helpful to have in the city
• September 2022 by MissAngel J.
  The service is okay vs free2move. However you really need to hire English speaking customer service representative. No offense everytime I call its very hard for the representative to understand me or I can barely understand them . There was a trip that was charged but accident on the wrong date . They issue me refund but I never received the money back in my account . Had to call twice and two different rep told me two different things . Still haven't received refund as of yet. Really need to do better !!!!!
• August 2022 by Omar H.
  The tags on the car I rented were expired and I got a ticket that I had to end up paying. Poor customer service and terrible care for their cars. I called multiple times to get reimbursed for the ticket but no one ever picks up the phone.
• July 2022 by Louis A.
  I've been a Zipcar member for years, but after the experience I had today, I'm canceling my service and won't be signing up again. The company is nothing like when it first started. I remember when annual memberships used to be FREE, and you could legitimately get a car in DC for only $8/hr or so on the weekend. Now they're around $15/hr if you're lucky, and they only seem to have massively large vehicles and/or deluxe vehicles available to get you to spend more money. I had a doctor's appointment today at 3, and knowing I needed a bit of time to get there, I reserved the car at 2 PM. I booked the car a good month in advance, and Zipcar kept changing the reservation on me and switching me to different cars. They claimed there was an issue with the car I originally booked, so they kept changing me to different ones. They must have done this at least three times, though fortunately, they didn't charge me anything more. I got to the garage where the Zipcar was located a few minutes early, and noticed it wasn't there. I called Zipcar to find out what was going on, and they told me the person who had it ahead of me was running a little late. Zipcar failed to notify me of this ahead of time. Knowing that I had to get to my appointment, I asked to be switched to another car in the same garage. They were able to do this for me, but then the car wouldn't start, so I had to call them back again. I spent several minutes trying to start the car trying to figure out what was going on. Meanwhile, the person who had the car I was originally supposed to have returned, so I called Zipcar back again, and asked them to rebook me on my original car, since this new one wouldn't start. They rebooked me to my original car, but then that one wouldn't start either! I had to call Zipcar back AGAIN! This was now the third time I called them in the span of 20 minutes. I was finally able to get the car started, but now I was 20 minutes behind schedule. Fortunately I was able to make my appointment on time. What really bothered me about the situation was that Zipcar did nothing to compensate me for my troubles. I wasn't charged anything for having to switch cars TWICE, but they really should've refunded me for that rental period, which they claimed they were unable to do.
• July 2022 by Jake B.
  You should really notify a user when a vehicle is running late / not even parked. Even after my time was due, no notification or anything. Just wasted an hour walking to and from my house, searching throughout giant parking lot. I call support and the previous user is running late... How do you not design that feature into the app. Terrible experience.
• June 2022 by Jason T.
  I have been a Zipcar member for 15 years and the customer service and the condition of the cars are getting worse. On 5 separate occasions in the past 4 months, the car is not the designated location or it is filthy and smells of cigarette smoke. The wait to reach a customer service rep is getting longer and I know more about their process than the rep. I DO NOT RECOMMEND Zipcar unless you have no other mode of transportation.
• February 2022 by Luhuki A.
  Don't believe the it when you receive an email coupon from Zipcar. I DO NOT RECOMMEND Zipcar unless you have absolutely NO other way of transportation. They are not a reliable company. When renting some of the cars are not parked in safe areas, they are dirty, they got pet hair all in the inside of the car, they smell (even though there is supposed to be no smoking), and if you have an issue Customer Service doesn't provide help= a solution to your problem. So, if you do rent, please bring your Lysol, hand sanitizer, and Clorox wipes!!!! Notice that Zipcar does not care about their customers because they haven't responded to none of the reviews posted on Yelp and they allow their cars to be nasty inside. The pictures of not from the same vehicle rented.
• February 2022 by Song R.
  Sometimes there are issues with the cars. Unfortunately not all people are respectful of the whole car sharing concept. However, the customer service representatives have been consistently professional, kind, and helpful, for the years I have used this service. Whatever customer service training Zipcar provides, I hope it continues. It should be a model for other companies!!
• December 2021 by Just M.
  MY LAST INTERACTION....SUSPENDED ACCOUNT. Now, I have been a member of the Zipcar community since 2014 and for the most part (outside of other members leaving dirty cars [spills, smoke, pet hair], I've had great experiences. This time, (December 18th), I was Emceeing a birthday gala for a 95 year old. I scheduled my reservation four days in advance for 4pm until 11pm. I arrived at 4:22 as the previous user was just returning the car, with no sense of concern that he was on my time or what I may have had to use the vehicle for. I told him he had my car, without even rolling down the window, he holds up his finger and says that he's on the phone. As I'm continuing to get beore appalled and irritated, he takes his time, has nothing ready to be removed, and threatens to call the police on me. The entire time, I'm yelling for him to stop talking to me and remove his belongings. Now, my reality is that there would have been absolutely no interaction, had he returned the vehicle on time. On top of that, I arrived at the location 22 minutes after my booking, so I really should have not been inconvenienced. I'm sure the garage has cameras which could easily settle this, as if hin being almost 30 minutes late isn't reason enough but guess who has a suspended account, that's right, me. How ridiculous. And Customer service seems so scripted and not very helpful with information. Again, I've had great experiences in the past but this one is being so horribly handled, I believe I am DONE!
• December 2021 by Elizabeth F.
  Stay away- they try to extort you and blame you when they mess up. Here's my tale of woe: 2 night ago, I had rented a zipcar to check on a former colleague of mine who was sick and lives in an unsafe neighborhood with frequent criminal activity. Here's what happened: Botched tech with reservation extension: · I sent a text as directed to extend my zipcar for 30 minutes past the initial reservation time of 9-10 pm to 10:30 pm. When I went to open the zipcar at approximately 10:15 pm, it would not unlock. · I called zipcar customer service. · I was told that my reservation had ended. I explained I could send a screen grab of my text confirmation for extending it, and the representative confirmed, saying "yes, I see that you did send a text, but it did not register." Refusal to Unlock Car: · The representative then told me I would have to confirm the last four digits of my credit card (which I did not have with me or have memorized), and would have to pay for another hour of the zipcar since my reservation had ended. · I explained how I had extended the reservation, as the representative had just confirmed that fact, etc. · This turned into a back and forth about how this was my fault, and I could dispute the charge later. I said I could not provide my card number, and could they please unlock it. · I also explained it was cold, dark, and I was outside and alone in an unsafe neighborhood. Nevertheless, zipcar refused to unlock the car. · I then said I could not return the car if it wasn't unlocked, and I would have to call an uber to get home. The representative just told me "fine, then you will have to pay late fees." · I then called an uber and went home, and promptly blocked all future charges on my card that was on file with zipcar. Zipcar Customer Service Interaction Part 2: · At 9:43 a.m. the following morning, I received a text from someone at Zipcar named "Thomas" saying my trip was late and I needed to return the vehicle. It was clear that Thomas did not know anything about my exchange the previous night with Zipcar. · I responded at 9:57 a.m. asking Thomas to please call me so I could explain what happened, and how Zipcar had refused to unlock the car. · An hour later the only response I received was a text from Thomas saying "we will need to create a reservation to rebook your vehicle," and asking me the earliest time I would be able to return it. · I then tried again to explain the situation and received the same text verbatim. · I said I was at work, couldn't leave, they wouldn't unlock the car, etc. I also said I thought it was absurd that they thought I could pick up the car at this point. · Then I received another message just saying they had arranged for a retrieval of the car, and could I please send them the address where it was located, which I did promptly. Zipcar Customer Service Interaction Part 3: · I just checked my email to find another email from Thomas, stating that Zipcar had closed my account because my actions had been "disruptive to the community." And that this decision was "final and cannot be reversed." I would posit that what's disruptive to the zipcar community is someone in a far-flung call center knowingly leaving a female member stranded alone on the side of a street late at night, waiting 15 mins in the cold for an uber. It could have been an isolated incident, except for the fact that when more of zipcar's customer service people got involved their follow-up actions involved: · Blaming me for a situation the customer service rep created. · Demanding I fix said situation by costing me the time out of my workday, in addition to $20 for another uber to the zipcar location, $15 to create another zipcar reservation to retrieve the car, and who knows how much in "late fees." · Revoking my membership. It's laughable that they revoked my membership -- I had already blocked them anyway. Time to go to Free2Move!
• November 2021 by Tre S.
  This was my first and last experience with Zipcar. Not only did they change my pickup location last minute (paid extra for an Uber instead of my plan to walk to pickup location), they gave me the most vile and disgusting car. The car smelled like someone had been smoking in there for years. There was animal hair everywhere ( great experience since I'm allergic) and there was food and drink spills everywhere. I don't know the last time the car was clean. Also grossly over priced! $200 for a 1-1/2 day! Top it off there was no gas in the car which made me late!
• September 2021 by Greg B.
  Do not use Zipcar, other services like Free2Move are much less expensive and easier to use. Zipcar is a huge rip off. I had a single car, property damage only accident and even though I had purchased the premium insurance package my privileges were suspended while they investigate the claim. Four months later the "investigation" continues and Zipcar will not allow me to cancel my membership. So they are charging me but I can't use any cars. I switched to Free2Move where you only get charged when you use a car, no membership fees.
• September 2021 by Mark B.
  What a rip off. Had not used my account in years -- didn't even know that it was still being charged -- until I got a notification a month after they tried to charge my card and it was declined (I had cancelled that credit card). They would not let me cancel until I paid for another year, threatening to send me to a collection agency. So I gave them a new cc, and cancelled... and they said "sorry to see you go, your membership will expire in a year." No offer to pro-rate the membership, and no way to contact customer service. These people are criminals -- avoid them.