Gas card declined so I had to report my own gas charge $25
Late start- bc Gas card was not working even at cashier -she said declined. So late start bc on the phone waiting for customer service - phone call ended at 10:40pm , even though I arrived at gas station at 10:10 it was suppose to be a 10am start of trip originally picking up car at 10:03am..... frustrated. Ended up using my own money $25. I would like a refund. Car would not unlock for 30 minutes - in middle of my trip,even through app sensor was dis functional :(((( and customer service rep tried to unlock it for me through guided steps over phone. I still need a refund for last week’s last minute cancellation from zip car, at the start of my scheduled time an email was sent that it was unavailable @ the exact start time of my trip , when I attempted to pick up the reserved car. Customer service says my refund will happen at the 3-5 business day mark. But I don’t see any hard copy validation for my credit $35 from last weeks cancellation, so I am guessing it should apply for today’s trip, but the zip car app should say that??? It doesn’t indicate my credit for let week, nor my refund for today’s trouble with the non working gas card??? Please confirm my concerns and refunds.
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Just wait in the car even though it’s not your fault that car isn’t moving
Had an extremely poor customer experience. I would advise everyone to double click on what they mean by seamless support with roadside issues and not needing to pay for any problems with the vehicle.
So my story is that the car wouldn’t start, battery was dead. I called support to fix this. Took close to 1.5h just to figure out the ETA for the help. All the while, I am just sitting in the car wasting time. I was told that if I left the car for them to figure this out, the car would be towed at my expense + I would be charged abandoning fee even though it’s not my fault that the car isn’t working. So I had to wait for a total of 3 hours in a battery dead car on a weekday counting my fingers again / again. Needless to say it was a disastrous day at work.
Their late return policy is another thing to double click on. Although I understand the fees are in place to ensure people are not always late, how about returning some of that back when I return the car early. That seems fair especially when the late fees are in excess of a 100$ for an hour.
Might as well make sense to go to a traditional car rental company if you have to go through this kind of support.
So my story is that the car wouldn’t start, battery was dead. I called support to fix this. Took close to 1.5h just to figure out the ETA for the help. All the while, I am just sitting in the car wasting time. I was told that if I left the car for them to figure this out, the car would be towed at my expense + I would be charged abandoning fee even though it’s not my fault that the car isn’t working. So I had to wait for a total of 3 hours in a battery dead car on a weekday counting my fingers again / again. Needless to say it was a disastrous day at work.
Their late return policy is another thing to double click on. Although I understand the fees are in place to ensure people are not always late, how about returning some of that back when I return the car early. That seems fair especially when the late fees are in excess of a 100$ for an hour.
Might as well make sense to go to a traditional car rental company if you have to go through this kind of support.
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Almost certainly a scam
I began using Zipcar during the pandemic because my preferred ride share service was not able to stay afloat. And boy howdy has it been an awful transition. From damages reported to the same car, multiple times over, with worsening safety and driving conditions. These were reported over the summer and the cars have not yet been fixed (in March! MARCH.). The app does not work and has had me locked out for weeks, my only option to “fix” this is to send a photo of my drivers license and a selfie to a non-secure email address, which you’d think given all of the double authentication and account verification needed to literally do anything, would be explained in some sort of way, yet no explanation is given. I have never received the promised Zipcard, their pages and pages of support offer NO real answers or directions to help you fix your problems and it is IMPOSSIBLE to actually get on the phone with their support team, even though their number is plastered everywhere. Every single penny I have given this company has been an absolute waste of my money and my time. If you have ANY other options at your disposal I highly encourage you to save your hard earned money, your time, and your mental health by avoiding Zipcar entirely - 1 star is absolutely too generous for the complete lack of a service Zipcar provides.
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Gone downhill
Zipcar used to be amazing but the service has really declined. In the last several months, I’ve had multiple issues. I got locked out of my zipcar during the middle of my reservation and they were unable to open or start the car remotely as the car went offline. The next time, the car I reserved was not at its location, the second one I went to was there but not functional, so I was well into my reservation by the time I got to the third car that day. On that one the scanner was hanging off the window so I could not scan in. The cars have also been noticeably dirtier than they used to be. Clearly, there was no extra cleaning due to covid- it seemed even basic cleaning wasn’t happening. I started bringing Lysol wipes with me to clean the car myself.
Trying to reach a person in customer service is also a problem. It often takes 10-15 minutes on hold before you get to speak to someone. Overall, using zipcar used to be a great experience. Now, you never know what kind of experience it will be. I can’t trust that the car I have reserved will be ready & functionally. So if I have an time sensitive errand, I now go to find the car early to at least make sure it’s there. It’s really disappointing.
Trying to reach a person in customer service is also a problem. It often takes 10-15 minutes on hold before you get to speak to someone. Overall, using zipcar used to be a great experience. Now, you never know what kind of experience it will be. I can’t trust that the car I have reserved will be ready & functionally. So if I have an time sensitive errand, I now go to find the car early to at least make sure it’s there. It’s really disappointing.
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Unreliable! Car gets cancelled EVERY TIME
I have used zipcar for almost 10 years and sadly it is coming to an end. Since last July, I had 5 trips for booked for a minivan for weekend getaways with family. Every reservation I made had been either canceled or changed to a different car that doesn’t sit all of us or a location that’s too far to get to.
Last 4th of July, my minivan was canceled 2 hours before pickup time. I don’t have the heart to tell my children who’s been home for months under quarantine. I forked out $1000 for last minute car rental. We spent a lovely weekend in CT but our nightmare has just started. August trip, again, changed to a small car. Cancellation/changes were made to my reservation October, January, February, March! We have a reservation for this Friday (today ) and our minivan was canceled on Monday. I spent again an hour on the phone and got another van in a far location. This second car was canceled again on Thursday....
I guess my relationship with zipcar has finally come to an end, like a long and painful breakup with someone when you are young. Always there is one more time and this time maybe it will work out. But it is not and it never will. We all have enough to worry about in our life and no one should be worried about car rental getting canceled every time. And if I keep using the same service, I must be crazy.
Last 4th of July, my minivan was canceled 2 hours before pickup time. I don’t have the heart to tell my children who’s been home for months under quarantine. I forked out $1000 for last minute car rental. We spent a lovely weekend in CT but our nightmare has just started. August trip, again, changed to a small car. Cancellation/changes were made to my reservation October, January, February, March! We have a reservation for this Friday (today ) and our minivan was canceled on Monday. I spent again an hour on the phone and got another van in a far location. This second car was canceled again on Thursday....
I guess my relationship with zipcar has finally come to an end, like a long and painful breakup with someone when you are young. Always there is one more time and this time maybe it will work out. But it is not and it never will. We all have enough to worry about in our life and no one should be worried about car rental getting canceled every time. And if I keep using the same service, I must be crazy.
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The app itself works BUT!
Before using Zipcar consider my story. I Received two parking tickets, 3 months after issued, totalling in £250. Due to the knock back from COVID-19 I took a cut in hours and pay, so paying £250 was to much for me all in one go. When trying to negotiate with Zipcar was told that monthly instalments for payment was impossible. I’m now faced with getting my account suspended and Zipcar passing on my debt to a collection agency. Absolutely not worth being with long term, was a joy for about a year and then they try to get what they can from you. Don’t treat you as a customer let alone a human and see you as just a number adding to their income. DREADFUL company.
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Zipcar
Pro: the app is fast and easy to access once you’re an active member, pretty good for short bookings too and I’m like that they cover CC, ULEZ, and fuel (as well as parking if you’re using a flexi car) I’ve always found getting in touch with a customer service reps to be really quick and easy.
Cons: If you get a PNC they wait 2 months before telling you. Also recently closed my account and received a PNC soon after directly from the council telling me ‘I had made no contact and they were escalating the matter’, when I was completely unaware of it! The cars can be quite dirty and there was an issue with one of they’re cars, where I had to speak with someone from the managerial department. It took a while to get through to them, they basically said to stay at home for a couple of weeks and that they would call back....they never did. It’s like other departments are running things in the back (not very open).
Cons: If you get a PNC they wait 2 months before telling you. Also recently closed my account and received a PNC soon after directly from the council telling me ‘I had made no contact and they were escalating the matter’, when I was completely unaware of it! The cars can be quite dirty and there was an issue with one of they’re cars, where I had to speak with someone from the managerial department. It took a while to get through to them, they basically said to stay at home for a couple of weeks and that they would call back....they never did. It’s like other departments are running things in the back (not very open).
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Stranded
Needed to rent a car for a morning cause my car was in the shop. Went to pick it up and had a hard time unlocking the car cause it was in a garage and Bluetooth didn’t work well. Car smelled like straight gas and there was a joint container and leftover takeout food napkins, utensils, and scraps in the car. Got to my first gig. Everything was fine. Got to my second and after I finished teaching the car wouldn’t unlock from Bluetooth...again. Called customer support. They couldn’t help remotely. Waited 3 HOURS for their roadside assistance people to come open the car. Once they did, the car still wouldn’t start. Roadside assistance guy had to leave. Called customer service again and they directed me back to roadside assistance!!!! I was beyond frustrated. Finally I had them agree to have roadside assistance come and tow the car back to its home location. Had to get an Lyft home. Missed the rest of my work day and actually lost money because of this service because they disabled my ability to get to work. Save yourself a headache and don’t even bother with this service. I’d give 0 stars if I could.
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Chronically Unreliable
I have been a customer for for years. In the course of that time I have had an issue almost every single time I booked a car. Whether it was the car was already booked or inoperable, there was an issue. The most prevalent and the one in which they know of and do nothing about is the fact that many of their cars are parked in underground garages and cannot be accessed. Their technology does not work to unlock those cars. They know this but make the car available anyway so it’s only when you get there that you are told by the garage attendant, who will also share how many people came before you for the exact same car. Try it out. If there is any other car sharing service available in your area try that. They are likely more reliable because the aren’t big enough to literally not care. Poor service all around from both a technology and customer service standpoint.
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Cleanliness during COVID
During COVID, like I’m assuming other member have, I have utilized my membership more frequently and am surprise that the Zip car company has not put in place a plan to ensure that the cars are disinfected, clean and in better condition. Because of COVID, when reserving a car, I have made sure to sanitize and wipe down the car before entering the vehicle, as an extra precaution. However, I have had to go beyond just sanitizing and wiping down the car because of the deplorable condition the cars are left in by previous user or the lack of regular maintenance of the vehicle. I’m not sure if the lack of care of the cars I have reserved is only in my neighborhood or others in non- minority neighborhoods are experiencing the same conditions. However, I tend to think that the cars in my neighborhood receive less care or of lesser value than in non- minority neighborhoods because I’ve experienced it first hand. Zip needs to do better, especially during these difficult times which threaten the health and well being of the citizens of the USA
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