I tried joining Zipcar and accepted that the application fee was non-refundable. However, while in the process of providing requested documents to Zipcar, I got in touch with customer service, seeking clarification on the further documents they had requested I provide, I received a notification that my application had "timed out", and that I would need to apply again and pay the 15 pound application fee again. Being thoroughly dissatisfied with the responses from customer service, I declined to make a second application.Several months later, I asked a friend to add me to her account. Without any warning to her at the time, she was automatically charged another 10 pound "application fee". It transpires that in order to use my friend's account I need to have my own account (which had already been denied). I contacted customer service again about this, someone on the phone said it would be "escalated", but I never heard back. I emailed, and after multiple emails where they did not actually address my queries about being added to my friend's account (instead trying to talk to me about my initial application), they simply reiterated that the "application fee" was nonrefundable. The first application fee was exceptionally frustrating, but I could accept it. The second "application fee", with no prior warning, and with the process actually being automatic (absolutely no manpower required), and essentially just taking me back to my own personal account (what is the point of joining a friend's account if you require your own personal account??), I cannot accept. I fail to see how charging a fee without providing a service in return is compliant with consumer protection laws.
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Welcome to Zipcar. Zipcar is the world’s largest car sharing and car club service. We are an alternative to traditional car rental and car ownership.
