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October 2023 by Sandy T.
First off, they don't tell you you have to take an Uber or taxi to find the car initially. It was not at the airport. It was parked on the street in Boston somewhere and we were new to the area. When we opened the car it reeked of reefer and never quite lost the odor for our entire trip. Then on the drop off you park again on the street in Boston and have to get a taxi to the airport. Quite an inconvenience and not cheap either. Once you go past 180 miles they've got you on their hook. Cha Ching!!
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October 2023 by J. H.
I was a member in the past. I was very disappointed that they would charge you a fine for returning a car late, but no 'bonus' if the car you booked was late.More recently, my daughter applied through her school. Due to a clerical mistake, they didn't accept her application -- she is not 21 yet, that's why she applied through her school's partnership with Zipcar. When I spoke with a representative, they told me there is no way to escalate, appeal, verify or fix. She will only be able to apply in 3 years when she is 21, they specified 'with a different email'.I think that an issue here is that a service that should be public (transport) is left in the hand of a private entity that has no oversight or control.
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September 2023 by Jack L.
I have been a loyal customer of ZipCar for over a year, regularly using their service for both personal and business travel. However, my recent experience with their customer service has led me to question the integrity and fairness of the company's operations.To provide some context, I recently discovered an overcharge of 800 miles on one of my trips. Given that this was clearly a mistake or system error, I promptly reached out to ZipCar's customer service to resolve the issue. To their initial credit, the charge was reversed after speaking with their support team.However, what followed was both bewildering and unacceptable. Shortly after the refund was processed, my account was banned from the service. I was informed that this decision was made by ZipCar's "highest level" management team. No clear justification was provided, leaving me confused and frustrated.This decision to ban a long-standing customer who pointed out a legitimate issue is not just poor customer service; it's a blatant disregard for fair business practices. The lack of transparency and accountability on ZipCar's part raises serious questions about the company's commitment to customer satisfaction.As a result, I am compelled to share this experience so that prospective users can be informed about the potential risks involved in using ZipCar. I would strongly advise potential customers to consider other car-sharing or transportation services that offer more reliable and respectful customer support.
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September 2023 by Robin A.
I reserved and paid for a vehicle two weeks ahead of time from home to help my daughter move into her first apartment in Boston. I received notification that the vehicle is ready for pick up. My daughter and I went to find the vehicle, but it was nowhere to be found. Finally, we called zipcar and were told that the vehicle had been left in a remote location and was not available for our use. We had reserved the car for the entire day to run errands and move my daughter into her apartment. We were then told no vehicles were available to us. No compensation was offered and it would take several days to get a refund. It was extremely upsetting and left us in a huge lurch. I canceled my membership immediately. And I'm very unhappy About the service.
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September 2023 by D W.
Customer service is unhelpful and ridiculously snarky. Worst example of ship 'support' offshore in the quintessential mantra of we don't care about supporting our customers.Works if you don't ever need help, but that one time you absolutely need someone to help or you're screwed, you will in fact be screwed. What an abysmal business fail.
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August 2023 by Brynne D.
Used Zipcar a few times in 2018 and then cancelled when I got my own car. However, they CONTINUE TO CHARGE ME A FEE every year and somehow have my bank account information although I have NOT AUTHORIZED IT and I cancelled with them YEARS AGO. DISHONEST BUSINESS & STEALING CONSUMER MONEY
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August 2023 by Vanessa N.
Been a Zipcar member on and off for over 10 years in 3 different major cities (Chicago,SF and NYC) and the service has changed quite dramatically- and not for the best. As their service has grown in demand, they can't seem to match the quality in terms of car/availability, technology linking and especially in customer service The last straw was this past weekend when my reserved car was no where to be found. "How is your day going?", the customer service person asked when I'm calling them about not being able to get my reserved car and get to where I need to be and they can't find me a replacement car. How is my day going? Really??Ironically, it's become cheaper for me to buy my own car - with paid parking- in NYC than to use their service. That's when you know it's time to move on.
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August 2023 by Lando M.
Very convenient. I am loving the new fleet of cars. Not happy about the increased rates but Alas it's a great service
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August 2023 by David A.
Terrible customer service. the car I reserved was no where to be found after I walked 30 minutes to the rental spot. when I called customer service, they told me the previous rider had been suspended for failure to return the car. So why did they rent me the car? The non availability of the car caused me to miss a class that I still had to pay $60 for late cancellation. Zipcar refused to compensate me in the form of a credit, saying "The system does not allow this" Terrible business model where they are willing to lose a customer to avoid paying $60! Also, terrible system where they rent cars that don't exist!David
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October 2022 by Brian N.
I'm an avid fan of Boston start-ups and entrepreneurs. Boston really produces the best of the best. But zipcar is one company I'd love to see go the way of Theranos.I booked a zipcar on 9/15 for an important event in Boston, I reside in Florida but am from Boston. Seemed simple enough. While I'm on the plan almost in Boston, they email me that my car has been reassigned to a Crv. I didn't mind, it seemed like an upgrade to me. And an hour later, they cancelled the entire booking because of mechanical issues. Huh? Why happened to the car I originally chose? And why would you assign a car before inspecting it?So there I was at Logan absolutely pissed. And worse yet, stranded. There are no rental cars available at the airport, there's no Uber cars to rent, I check surrounding rental car places, there's not a single car in boston available to rent. I call zipcar and basically got "our bad sorry", and same response via email. This company is an abject failure and disgrace. There's no remedy for my situation other than following through on what I paid you in advance to do. Your irredeemable actions ruined a lot of people's weekend. I want to see this company crushed to nothing. Not new leadership, not vouchers or credits...no, I want this company to cease from existence. I want the leadership of this company to never be at the helm of any company ever. That's exactly what would bring me joy right now.You absolute cluster of an organization. Get bent.I've attached photos, please look at the dates. If Zipcar gets brave enough to gaslight me in response to this post, I'll edit it to include the photos of the response of zipcar not giving the slight crap about the aforementioned issues.Use Turo. Use enterprise. Use Uber rentals. Screw Zipcar into the abyss where it belongs.
