I have been using Zip car for more than 6 years now. I learned about this car rental company in grad school and was so impressed by the idea and vision. I instantly got the membership and started using its services, since then they have made me have hours of conversation about various issues that I had from unlocking the car to not having a car when I already have a reservation, but I never lost hope in the company and its idea. I kept on promoting it among my friends and family. I also work for a product-based company and understand that any product takes time to get to where it can work seamlessly.

My last experience with zip car has been the worst and encouraged me to draft a fair review about the company's customer care services. I rented a Volkswagen Golf from Mutual Street, Toronto from 1 am until 3 am. But I had to come back earlier as my roommate was in a medical emergency situation. Hence I came back around 2:40 am and was surprised to see the parking spot was not empty. I was in a very panicked state( as my friend was in a life-threatening emergency, and needed me to help) but I had to wait on the street for the parking spot to become available.

Finally, at 2:55ish am, I gave a call to Zipcar customer care. The representative themself didn't know where shall they direct me to park the car and my friend was waiting for me to help him. Finally, the rep guided me to park the car right across the street. Which I did and locked the car and left. I wasted 30 mins to do all this. I asked the rep 10 times if it was okay to leave the car there and she(the rep) said yes 10 times. Later in March, I had to end my membership due to this bad experience.

Later after one and a half months on the 5th of May, I saw my credit card was charged with 76.65 CAD for a zip car violation. I was so disappointed that I had to call customer care, after several calls and 2-3 hours of talking the customer rep named "Holly" agreed to charge me 42.75 CAD and waive 33.90 CAD but at that time it was not about money for me, it was about ethics, truthfulness and being a genuine company.

Until Today I have talked to several Reps from zip car and their managers too, more than 7 hours of conversation collectively but they seem to have no interest in returning my money or realizing their mistake. I requested them to hear the recording from 16th May 2023 and also forward it to me but they never did that.

They not only breached my privacy by holding my CC information until May 2023, when I have already deactivated the membership in March 2023, Secondly, they also charged me 76.65 CAD for parking the car in the wrong parking lot, which their representative asked me to do ( I was not responsible for the car after 3 am until the time I have reserved it for). Thirdly I got late to take my friend to the emergency by 30 mins because I was searching for alternative parking with the rep on the phone, which could have been a life-threatening situation for him.

I am still fighting for this, but no help yet.

It is a customer's right to get the recording of the conversation that they do with a customer care rep. But zip car has not even provided the recording of the conversation. The truth is in the recording.

Hopefully, this review can help you in making the right choice. It is not just because of this incident I'd give 2 stars, it's because of all the incidents that collectively happened since 2017. There are far better companies that will give you better service and great customer satisfaction than Zipcar.

Customer care is a true fiasco, they do not understand the genuine of your case and they keep on repeating the same thing again and again until the customer gives up. 1 star is for their easy app or else I would have given no starts to them.

P.S. - as a matter of fact, YOU CAN FIND AN ENTERPRISE FOR THE WHOLE DAY AT A CHEAPER RATE THAN BOOKING A ZIP CAR FOR 4 HOURS.

Thank you

I recently took a trip to an Oregon recreational area. I rented A Zipcar in Portland and drove the 25 miles to my destination. Upon getting there I realized after I shut the car off that I may not be able to start it again. The security device to unlock and start the car had to have internet. Where I was at there was no service. I figured I could start it with my Zipcard but that did not work. Knowing that I may be stuck I found someone whose phone could make a call. I called Zipcar and they had me try a few things that didn't work. This was after I told them I already attempted these. I stayed on the phone for another 20 minutes after the Zipcar agent transferred me to the "correct" department that would assist me. After a while the Zipcar woman said I would be receiving a call in 30 minutes. When I didn't get a call I dialed the number to find out what they going to do. The woman told me that because the car couldn't be started without a connection they were going to need to arrange a tow that would take me the the town nearby so I could start the vehicle. Again they told me we'll call you and tell you when Someone is on their way. I waited again and didn't hear anything. I then called back to inform them that the recreation area I was at would be closing in less than an hour. They were going to lock the gates at that time. Zipcar said they would tell them about this. After about three hours total someone called me and asked me when the recreational area opened the following day. I told them the hours and they said they would not be able to get a truck to the location before the place was locked for the night. I then inquired about how I would be going without a car because I was miles from the nearest city. Zipcar informed me that they would not be able to arrange a ride for me to get home. I asked them what they thought I should do and they told me they would reimburse me if I could somehow find the means to hire someone to drive me out of there. Otherwise I was basically told it wasn't their responsibility. I was in the middle of nowhere and there were no Uber or cabs. I didn't think it was possible a business would have no problem with someone being stuck in the middle of nowhere. I called a few times the following two days to get answers but was given inconsistent responses by different customer service representatives. I was told that the issue with their vehicle wasn't my fault and not to worry. Then the next day Zipcar charged me for a tow and for not returning it on time. Even though they had they taken my money they claim it is still under review. I was told I would receive an email with their determination but would not be permitted to discuss it with them. I have continuously been put on extended holds, heard them evade all of my concerns and not make any effort to resolve it. I have blocked my account to prevent any further charges from them.
I wouldn't advise using this or any service like this without reading reviews and finding out the experiences of someone who has. If you read other Zipcar reviews you will find they have used similar questionable methods with other members