Love it! 5/5
By Jayy Guz
Zipcar has been a great experience so far. Costumer service has been super helpful and i will definitely continue to use it.
Once a great service 4/5
I still use the cars but more often they are dirty and badly kept. People abuse the cars and are not being held responsible. I have asked for the software to hyperlink the phone numbers for the garage where you pick up the car, instead of memorizing, exit the program and call ahead.
Gross incompetence maximizes failure to customer 1/5
I have been a member since 2007. Experiences in last several years have been the worst of any vendor for any product. ZIPCAR and its management designed by intent all the elements that burden, betray and cheat customers. Management hides behind outsourced and clueless customer service agents. There is even no, not a single, email to write to service. Everything gets pushed to agents neither trained nor empowered to solve anything. Somebody should do a business case study on Managment negligence and brand destruction.
Convenient only if everything goes without a hitch. Now they charge you as soon as you make a reservation. Impossible to book in advance only to have to cancel in event of change in plans and then request a refund. Lose-lose for renters planning ahead. I have a month to decide whether to cancel membership.
The search function could flow better 4/5
The app has all the tools we need but the search function could work more smoothly. I also would like to see an improvement in the time it takes to set off a remote lock/unlock from the app (and the same with the membership card itself).
Why only 2 cars in the whole Charlotte area 4/5
There one in Davidson Nc and one in Charlotte and the one is Davidson the front bumper is messed up which I have reported multiple times
Tolls after 3 months 1/5
Got a toll bill on my credit card 3 months after the ride was taken. They don’t even bother to send you emails about new charges.
Member for over a decade 1/5
As a member of Zipcar since it opened its San Francisco office well over a decade ago, what started as an innovative concept has become a poorly managed debacle. From cars that break down (and yes, they will make you sit there with it all day until they can get you a jump or a tow) to not regulating their user base at all (people return the cars whenever and in whatever condition with zero repercussions.) Most startling to me however is their constantly rude, un-empathetic customer service team (which I have to call and deal with nearly every time I attempt to use the service.) User beware, there are many companies in the car share landscape these days and though I can’t promise they will care about your time and business, I can assure you from personal experience that Zipcar does not.
Not logging in’s 1/5
App doesn’t log in every time I try it says unable to find account but when logging into my internet browser it works.
Epic fail 1/5
I really wanted to like Zipcar. Was highly let down. App and website always crash. Finally was able to reserve a car after multiple tries, only to find out after walking to the car that the card they sent me doesn’t work. Spent over an hour on the phone with representatives trying to get it figured out, all while I had somewhere I needed to be. Got hung up on 3 separate times. Ultimately just frustrated and disappointed. Great concept, terrible execution.
I can’t tell if I bring it back early how much I get charged? Actual use or reservation? A little light on actual charges
Why such a change in the app? 2/5
So, I understand having to verify my phone and iPad once.... but EVERY TIME????
Wrong rates listed, poor customer service 2/5
I have encountered several occurrences when I went to reserve a vehicle only to find the hourly rate I was going to be charged was higher than what was listed in the app. When I called customer service I was told there was nothing they could do. Emails including screen shots go unanswered. With all the vehicles costing more it seems like they could at least list the correct rates and respond to customers emails.
Vehicle Returns 1/5
By Mr Johnsin
Why would I need to use this service if I have to return the car where I got it? You guys haven’t figured out a way to accommodate drivers going one way? I was slapped with a $50 non refundable return fee to where I got the car and I was just using it to pick up my kids. This is ridiculous, guess I had to learn the hard way that Zipcar is not the way to travel for me, unless you just wanna run errands. You would think that they would’ve taken the concept Lift has with their scooters where you can drop off anywhere and the next person in that particular region to rent it after, I didn’t even get a warning they just took my money and sent me an email.... I’m better off catching an Uber. 😐
This app has major design flaws having to do with updating payment options and continual payment bugs. The other obvious problem once you look for it is how hard it is to find a 1800 customer service number when trying to deal with the foolishness of the app setup.
Overall great service.
A company off the cliff 1/5
Avis buys them and it has been all down hill since. Cars banged up. Horrible customer service. Cars reek of weed. And it all falls on deaf ears....too bad because it was a great company when it was private.
Worst customer service ever. 1/5
By sashank erla
It’s been an year since I’m using Zipcar and in past couple of I faced many problems and today’s is the worst. I was going to airport to drop my friend and found that my rear tire is flat when I was 20 miles away from airport. First, I tried to change the tire and wheel frame got full of rust that the tire isn’t coming out of the car. I tried for around 30 mins by myself and I gave up. As it’s getting late for her flight I booked Uber for her. Then, I called Zipcar for road side assistance at 6:50pm and they said that I need to wait for 30-90 mins. I literally waited for 90 mins and called back. They again asked me to wait for 30 mins and that’s also done. Now, I’m calling them literally after waiting for 2 hrs 7 mins and no one is attending my call and kept me on waiting.
Seriously this is the worst experience of my life with a car. Some of the worst customer service issues with Zipcar are:
• Their cars are not maintained. Like oil life of zipcar I’m driving is literally 15%.
• They do reject your calls after a wait of 10-15 mins.
• They don’t care about you situation at all.
• I heard from a customer care executive that they don’t have any contact with road side assistance and they chat if they want something from the membership team. How funny!
This is the last time I’m using their. I strongly don’t recommend this car rental company to anyone.
**** I literally have proofs for everything mentioned above ****
Availability of cars 3/5
There has been no car at OakLawn location for a week! Inconvenient to say the least
Worst app I’ve used. 1/5
Tons of bugs, constant crashing, can’t sign in, can’t change payment method, that little “loading” circle sure knows how to spin relentlessly though.
Declining service 1/5
The latest version of the app got rid of the option to report car damage or a dirty car. That pretty much tells you everything you need to know about Zipcar. They don’t take care of their vehicles and customers trash them. I can’t remember the last time I got into a Zipcar that did not smell like cigarettes or weed. In the Boston area, there is a one in four chance the car will be filthy- I had one once filled with dog hair and a literal bag of dogsh!t. Between a poor user experience and the rise of Uber/Lyft, it’s hard to justify the value of Zipcar.
Nice concept...helps a lot when the zip car is in front of your house
Stranded with Courtesy 2/5
Interesting experience today - the car I was using wouldn’t start in an under ground garage at local mall because there wasn’t a satellite connection.
Received suggestions like get someone to help you push it closer to entrance/exit to make connectivity (I’m a small woman - in NY, in Brooklyn, really,?) also, if you pay for help get a receipt...huh? Gee sir thank u for going out of your way, can I give you a few dollars and oh btw I’ll need a receipt even though it’s not my car and I’ve been waiting for over an hour for a call on a tow truck - smh/really deep sigh.
The best offer - we’ll credit you and extend your time. Hmmm, credit (not refund) for a car I’m not able to use, extend my time while i stay with unusable vehicle waiting for a tow truck that never came?
This was suppose to be a quick dash to the supermarket and Home Depot..2 hours maybe 2.5, not shopping, picking up specific items - in and out, waiting on line would be most of time.
And yet everyone at Zip was friendly courteous and unconcerned about me being stranded/inconvenienced if ya know what I mean. Anyway, I finally got vehicle started - and out of the garage with a $5.00 parking charge (usually cost $2-3) not that big a deal/difference just annoying. Guess it’s time to consider getting a vehicle kinda miss having my own.
Malfunctioning App Garbage Customer Service 1/5
App constantly asks me to reconfirm my device after a lieu of other issues. Customer service responds that I can "call back" again to talk to another representative who can help, after waiting on hold for nearly 20 minutes. Customer service claims "there is nothing they can do" and asks "to screenshot the issue and wait for an email with feedback" which will take an amount of time they refuse to disclose.
This issue has happened multiple times making this app completely unreliable leaving you standing around waiting for customer service where ever the car youve walked to(usually miles away) is.
Rip off non refundable $30 application fee which takes weeks to validate.
Dont waste your time/money on this scam.
In closing the only time I was able to use a car was the first time this issue occured and after 45min on the phone with customer service was able to get it reserved with a rep. Made me late, and on getting in the car it was filthy.
By Steven M-Trader
App is very buggy. Wouldn’t allow me to update cars for billing. Just kept processing and never completed. When I first searched nearby cars showed up. When I searched again nothing showed up. Not a great experience and considering all the alternatives with better performing UX, go elsewhere.
Overall such a wonderful experience!!!
The worst 1/5
By michael beaaley
I gave them a zero they do not care a bout ur business or I as a customer. On Friday I was suppose to take me and my family to a trip I rented one of there cars 5 hrs in advance and when I got to car I couldn’t use it because the car was suppose to be towed. They do my let u know if ur car ur renting is suppose to be towed the battery dead nothing g u get to the car and if it work ur lucky. Today I tried renting a car guess what the same one from Friday and it doesn’t work I rented this car in advance also and when I got there the car was not working . I’m suppose to go to work and I can’t because these people again did not inform me there rental car isn’t working. I lost money today i can’t even go to work because of them I say to any one stay away from these people. Go to enterprise cars 2 go maven anyone but them they will not help u when it’s there fault
Highly upset 1/5
Very upset with zip, been using forever but recently I been charged twice cause my card was invalid? But my card works and when I call they were no helped at all
Avoid at all cost because it will cost you 1/5
I got into the EVP $50 program with zipcar and for a week was receiving my 10% off. After one week, they switched me back to the commuter plan which charges more. Called member services who has poor quality control. Also was charged tolls for going to NJ, when I haven’t been to Jersey in a 2 months. They also do not reimburse you for gas or any other out of pocket cost in a timely manner. Currently going to NYC Consumer Affairs Department and the Federal Trade Commission with my complaint. Filing my own lawsuit against them, I didn’t become an attorney for no reason, it’s about the principle.
Love Zipcar 4/5
By zip review
Love Zipcar the only downfall is you have to return car to the same location you picked up from
Worthless app 1/5
This app is terrible to use. Lacks a ton of functionality. It directs you back to the web browser. It’s slow and glitchy. Underlying data has bugs too, as it shows you cars that aren’t available. Would give zero stars if I could.
Problems with the service 1/5
It’s frustrating that Zipcar seems to have no way to provide feedback on the service itself other than reviewing the app. Even the “contact us” link on their website just leads to a FAQ.
My two biggest frustrations with Zipcar recently are:
(1) they have suddenly stopped allowing my spouse and I to use our separate Zipcards on the same reservation. While we are wrangling a four-year-old, it is extremely frustrating that only one of us can unlock the car to let the family in.
(2) they moved today’s reservation from a location walkable from my house to a location far enough away we had to pay for public transit to get to the car. The only way they informed me of this was via a standard “you have an upcoming reservation” email, rather than “you have an upcoming reservation AND WE GAVE MOVED IT MORE THAN A MILE AWAY.” Thanks to this unexpected change, we were late for church on Mother’s Day. And this evening we’ll also have to pay to get home from dropping the car off.
Since Zipcar has been acquired by Avis, the service has felt increasingly depersonalized, and I no longer have confidence that they are actually concerned with customer satisfaction.
Garage Code doesn’t work 1/5
The code given to open the garage given doesn’t open. I lost a lot of time trying to solve the problem.
The worst customer experience 1/5
10 minutes late, I was charged the 50 + the full hour once more. Why the full hour once more? I could understand if they charged me for the half hour fee since it’s the smallest unit of rental. Total bs. I hope they lose the class action.
The second charged hour looks like it’s the same time slot. Does not make any sense.
Besides, I tried to extend, the app said it was already booked. Ok, fair game, but don’t tell me I didn’t warn you, or the other party. You expect me to send an SMS? Fix your app! You are a tech supported company in 2019. Don’t expect people to send you an SMS when they have your app open. At least show your number on the screen if you do so. I had no clue what to do. It was the most unpleasant experience, and I’m charged a 60 something for it. It’s totally uncalled for.
Never use Zipcar!!!!!! 1/5
Zipcar has disgusting service with scrached cars and disgusting interior. and you will pay 250 for a few hours trip with their APP bugs. I'm super disappointed with their service and I'm done with this sht cimZipcar is irresponsible and a company of no future. I sincerely recommend everyone stop using it and never join as a new customer.
Can’t sign up 1/5
Would have loved to try the service but their web site won’t accept an apartment number for the building I live in, it kept asking me to verify apartment or suite number which I did over and over. There’s 65 apartments at this address! Called twice and got no help. Now I can’t login with my email and it won’t let me sign up using my email because it’s already in use. Also don’t like that it takes over a week to even use the service.
Is zipcar worth it? 1/5
Could be cheaper than what it is now. I used to enjoy renting cars from them but now it’s pointless. Yes it is cheaper than most car rental companies but the satisfaction of driving a car from them isn’t the same because of the time you have to return the car(if 15 minutes late you will get a hefty charge although no one has a reservation after you). There is always something upsetting when reserving a car(gas card missing or not working, and sometimes car don’t start after use or car isn’t at location after having a reservation set weeks to months ahead) there isn’t much cars that seats 7 passengers for long family trips and not a lot of gas stations that take their zip card so you normally have to keep cash with you or your personal debit/credit card for gas but they reimburse you as long as you have the receipt. Only good thing in my opinion is that I don’t have to travel far to pick up the car and an easy to use app that pairs with the car.
Great.. Most of the time 3/5
once charged me a $50.00 fee for “having the car back 20 mins late” when i had it back 5 mins BEFORE scheduled. Customer service gave me a first time pardon but i never made a mistake!
No total before confirming! 3/5
I just went to the app to price out what a few hours of rental would be on Sunday. The price on the main page with multiple cars and locations was different than when I clicked on the specific car. I thought...well, I’m just looking for the total anyway so I can compare it to the cost of renting from Enterprise for the whole day. There was no total, but the “confirm reservation” button at the bottom. I thought there’s no way they’d actually confirm it without showing me a total and figured it had to be on the next screen. So I clicked it...and it booked the car WITHOUT SHOWING ME A TOTAL FIRST!! Come on zipcar, that’s ridiculous. Especially when you showed me two conflicting hourly prices for the same car on different pages. I want to see a total with taxes and everything BEFORE I decide to confirm reservation. The app is good and easy to use...but I gave it 3 stars cuz this is a bad mistake...and common sense says to show the total, people want to know.
DISSATISFIED and Partially Reimbursed 1/5
The car was dented, banged up, riddled with bird mess on the exterior. The interior dashboard had 2 warning symbols illuminated: tire monitor and a wretch, which I later discovered while driving on the highway meant 5% oil life.
I picked up the car a day before Easter. I took pics then called Zipcar to report the car’s condition for an exchange although the lot was empty. No answer, forced to leave message and take car.
Now trip totally restricted to home and Easter service. On Sunday upon returning home from church the police pulled me over with his siren because a hit & run was reported. Per police, the Zipcar looked like it was in an accident. Thank God I took pics of the car the day before.
Lastly I couldn’t buy gas for the car because I couldn’t locate the mileage indicator.
I RETURNED THE CAR EARLY and prayed I would arrive without another incident.
I called Zipcar in route of the drop off location. Zipcar gave me partial credit.
Last trip 2/5
Here is my review of my recent trip...when my daughter got in the car she yelled out, “gross!”, I responded, “what?”. She said, “there are fingernail clippings in the center console”
Then my wife mentions a candy wrapper on the back floor.
Needless to say, this was very a dissatisfying experience. I have used Zipcar many times and have not had an experience like this before.
Great great great 5/5
By CEO Queen of king
Definitely enjoy using ur services when my car isn’t available or I jus wanna switch up. I think zip should offer weekly rates for someone who would like to use the vehicle for a week cause it’s wayyyy to high to keep it a week when it’s at a hourly rate, also I think y’all need more luxury vehicles and y’all should have someone come check out the vehicles weekly to make sure they don’t need to be serviced and cleaned up or cleaned out. And I think people should be able to reserve a vehicle without paying the whole thing and if they cancel they can be charged a cancellation fee if they cancel within a certain amount of time. Other then that Great service..thank you
Windshield spray 4/5
A few times the windshield spray bottle was empty which made driving at night difficult. This happened yesterday for my Honda rental on 6th and 4th street.
The gas gauge problem ( reading “empty” when the tank was full) was happening frequently and that probkem seems to have been fixed.
Great service But... 4/5
I really enjoy using the app and driving, in a weeks time I’ve been awarded credits towards my next trip which is a bonus. I did run into a billing problem though were they charged my first card on file then the second one for a previous trip.
No One Way Trips 1/5
It was advertised that they had one way trips, which fit my needs. Now they no longer offer it and DID NOT make a big deal to let everyone know. So I’ve been waiting to use this in May, not canceling and paying for no reason, only to find out that these scammers make you bring it back to that spot. There’s next to no point in using this app if you can’t drive to the airport and leave the car there. Stupid
You guys stole my money and never got back to me. Now I talk to the better business bureau because you obviously take your customers as a joke. I’m also reporting this as high as I can. Don’t waste your money no one will help you. It’s a scam. There’s always a runaround.
Good but too expensive 2/5
Zipcar works well, but picking up cars from garages always takeaway least 15/20 minutes and then it’s very expensive in New York 85 dollars for 4 hours
Actually you can search by time and vehicle type 3/5
It’s just not intuitive at all when looking at the main app screen!
Best thing ever 5/5
The best think to happen in my life love zip car #Zip gang