I reserved a Zipcar in Sacramento from March 26, 11:00 AM to March 27, 12:00 PM for $193.08, which I paid. On March 27, I used the app to extend my reservation until 8:30 PM. The app showed an additional cost of $67, which I accepted.
After the transaction, I was charged $156 instead of $67. At no point was I notified that the charge would be this high. I contacted Zipcar customer support multiple times, including a supervisor. They said that extensions beyond 8 hours could trigger a full daily rate plus taxes and young driver fees, but none of this was displayed in the app. Even after adjusting my reservation to match the 8-hour window, the $156 charge remained.
The supervisor said they were the highest point of contact, yet they refused to help, did not try to understand my perspective, and offered no real solutions or explanations. They repeatedly told me to “put myself in their shoes,” and when I did, I explained I would try to help if I were in their position, but they ignored my point and continued to repeat that nothing could be done.
I was never shown a total of $156 before confirming the extension. I believe this is an unfair billing practice. I am requesting a refund of $89, the difference between the amount I agreed to pay ($67) and the amount charged ($156), and I hope this matter can be reviewed and resolved fairly.
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