Review Time
Zipcar refused to tell me where the car was located as it was towed to an impound lot. They have a tracker in their car and told me I would have to call 311 knowing full well on a Saturday it is closed and it’s Labour Day Weekend. They wanted me to accrue daily charges so they can make profit of my booking. After begging them that I need my baby’s items in the car they finally revealed the location but when I called back to confirm the address the next customer service agent refused to confirm the address. We managed to get the car out of the impound but had to pay $156 out of pocket. Zipcar willingly refused to help and was happy to let me get charged daily if need be. I returned the car and cancelled my membership so fast! Will never use them again!
I’ve been a member with Zipcar since April 2025 and spend $450 a month with them and have gone through having two cars canceled on me last minute with no warning or notice and no replacements as they promise to do. Everytime I call in it’s offshore and they can never forward you to a manager without asking you questions to validate your identity then reading their policy’s. There is no one in United States that works for this company not any supervisors to speak to when the agents can’t help you. They don’t take care of their longest customers and frankly are over priced.
I was unable to lock the Zipcar van on the day of rental due to technical glitches with the app causing incompatibility with my mobile device. I spend a couple of hours standing by the road talking to Zipcar customer service who were able to do some basic non technical troubleshooting. Zipcar were unable to resolve the issue and refused to send someone to unlock the car or help. They refunded my rental, but not the cost to me. As it was a UK bank holiday, I had to pay a local man with a van around £200 for a last minute van rental to help me move, and as a result of the delay, my landlord deducted £120 as we ran out of time to clean the flat. Avoid at all costs and use a traditional car rental company or local van rental.
This was an extremely upsetting and traumatic experience for us. To break down exactly what happened, here is a comprehensive chronology:We rented the Zipcar at 7pm and drove across the George Washington Bridge to get groceries. We also brought our dog with us because we have a puppy and the rescue agency said he should not be left alone. After shopping, we return to the car at approximately 8:20. Mind you, our drop off time was 9pm and it was an approximately 27-30 minute drive, so we planned the length of our shopping trip to ensure we would drop it off at the correct time.What ensued from this point forward was nothing short of emotional trauma. The car would not start, as it told us the battery was dead. We asked numerous people in the parking lot with extra batteries to help us, but it was an older model of car that they were not familiar with and were unable to successfully do so. We then called ZipCar and they agreed to send a maintenance person to look at it. When he arrives, he was able to successfully jumpstart it. However, our problems were just getting started (keep in mind that it is nearly 11pm at night and in a dark area). We are unable to get inside our car, as the key is connected to my husband's phone. The most upsetting part is that our dog is inside the car with no air conditioning and it is 80 degrees Fahrenheit outside and much hotter inside. We can see him panting and whimpering.At this point, it is a matter of life and death for our dog before he overheats. We call ZipCar again and the representative is extremely abusive to me and my husband, telling us that there is absolutely nothing he can do and he's sorry about our dog. I reiterate to him the seriousness of the situation, but he just says, over-and-over in a very nonplussed, uncompassionate tone that there is nothing he can do except call a tow truck.Then, he starts blaming us, saying this whole situation is our fault and that we should have made it back on time. When I explain to him we were leaving at 8:20pm to make it back, he keeps reiterating that it is still our fault. I then ask him how we are supposed to get back to our home, which is a 30-minute drive away. He tells us we need to take public transportation. It is 10:30pm at night in North Bergen, NJ, and there are no buses running. Couple that with the fact that we have twelve bags full of groceries (a majority of which are perishables like milk, cheese, meat, and seafood) and a dog, and public transportation would not even be an option regardless.At this point, it's getting later and later in a darkened area with little-to-no-people. I ask him when the tow truck will come, and he says 45-to-60 minutes. I ask for a tracking number for the tow truck so we can contact him if need be, as our phones are both dying and all the shops are closed where we could buy a charger. He says he cannot provide me with a tracking number and that we will just have to wait.So, we wait 2 hours, TWO HOURS, and the truck never comes. We realize that we have been lied to. At this point, the meat is starting to smell because of the heat and our dog is whimpering and getting restless. We are also concerned for our safety. So, we call Zipcar and tell them that the representative lied to us, a tow truck was never called, and that we had been waiting for two hours. He tells us to take pictures of our car and that we can leave via Uber.We then call an Uber, and the driver comes. Even though we had entered our address initially, he then tells us, sorry, he can't go to New York. Uber then charges us a cancellation fee and we have to take a Lyft back to our home only to find that our perishables had gone bad. As reiterated before in the initial paragraph, we are requesting a full compensation for the amount of our trip, the Lyft back, and the perishables that spoiled. Please issue this immediately.
I signed up for Zipcar expecting a convenient, reliable service. Unfortunately, my experience was frustrating from start to finish.Without my consent, my account location was set to Boston. This made the service completely unusable for me. I never received the SMS code to open my App.When I contacted customer service to resolve the issue and request a refund, communication was slow and unhelpful. I had to repeat myself multiple times, and it felt like my concerns were not taken seriously. As a paying customer, I expect prompt, respectful, and competent service!None of which I experienced.Overall, I found Zipcar to be inflexible, poorly managed, and not customer-focused. I will not be using their services again and cannot recommend them to others: especially those based outside the US or relying on them for business travel.
Whilst on holiday in London we booked a Zipcar for a much looked forward trip to the countryside. Unfortunately, when we arrived at the car we were unable to unlock it and the UK phone number was out of service. We eventually contacted zipcar via a US number, which transferred us to the UK. We were informed our booking was accepted in error and we would not be able to use the car. This left us both disappointed and with a bill for a 30min mobile call to the US.
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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.
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