I recently rented a ZIP car in Manhattan. The car arrived with the usual dents and scratches, and a mediocre interior with stains—par for the course with ZIP car. However, this time, there was a terrible stench inside the car. ZIP car requires a 10-minute inspection before renting, involving photos and comments on the vehicle’s condition. One would think this app-based technology tracks these comments in real-time, but it turns out it doesn’t. The 10-minute exercise is purely in vain. I reported the awful stench immediately upon renting and returning the car. Was there any follow-up from ZIP car? Of course not. Did they apologize or try to correct the experience? Absolutely not. I then contacted ZIP to complain. The lady on the chat portal acknowledged my feedback but said nothing could be done unless I called to complain. I explained that this was an unreasonable burden on the customer and would fail any legal fairness standard test. She placated me but refused to take any action. When I asked her to escalate the matter or provide someone more reasonable, she refused. She did acknowledge that she would correct it for ZIP car in the future and make a comment about the vehicle, but for the customer who had to endure the terrible stench for two hours, tough luck! What kind of company puts itself first and the customer last?
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