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May 2022 by José R.
From 2001 to 2012, I lived in Boston and solely relied on Zipcar and public transportation to get around. I loved using Zipcar. Their cars were always newer models and in pristine condition. I recently moved to Providence and thought that I would give Zipcar a try again. I was disappointed at the condition of their cars. It wasn't just that the car I rented from Zipcar was old. It was also absolutely filthy. Not just superficially filthy, but thoroughly filthy. The cloth seats were stained and there were cigarette ashes everywhere. It smelled of cigarettes and who knows what else. I was afraid of catching an STD just from seating in it. It's as if over the last 10 years Zipcar became a junky and let itself go. It's sad to see its decline, but I don't want to be around Zipcar's messy self.
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June 2021 by T M.
if i could give them negative stars, i would. the most incompetent, worst, least reliable service i have ever encountered in a business in my life. i hope this company fails soon. we need a better competitor in the market.
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April 2021 by Nadalee S.
Horrible company. I've used previous times before, and have always had an issue whether it is being charged a false late fee, a false toll fee, etc etc, the list goes on. YESTERDAY I rented a car to go get my Covid vaccine. I park in a parking garage and go get my shot. I come back, go to unlock the car from my mobile app, and it says the car is out of range. Why is it not mentioned ANYWHERE that this will happen if you park in a garage. Had nothing to do with my cell service either. Didn't have my zip card with me because I always use my phone. So I call zipcar and they say they're sending a tow truck. Ok great. 6 hours later, stranded in the city, having someone drive from out of state to pick me up, back and forth calls with zipcar and tow companies, someone FINALLY shows up to break into the car and push it out of the garage where my app would recognize the car. Absolutely ridiculous that there is no warning about how this can happen in parking garages. Was left in the city alone for 6 whole hours and still have to call tomorrow to make sure I am refunded every last penny. Do not recommend at all, and NEVER park in a garage with these cars!!!!
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February 2021 by andy s.
Awesome! Get to trash this completely garbage company in two different cities! What they don't obviously mention on the site is that if you previously had an account, your account is not 'instantly approved' like it is for non-previous-members-- you need to wait for a new Zipcard to arrive. Considering we need the car tomorrow, that's not a super big help, now is it. Whatever, so we'll close the account and get a refund for the $25 application fee. Whoopsie! That application fee is not in any circumstances refundable because they had to give it to their high-priced misery consultants to create new and interesting ways to torture people like me who are d*** enough to still use this urinal fire of a rental company. ABG absolutely destroyed this company.
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October 2018 by Hee-Joon Y.
This malfunctioning company have one of the most horrible customer service I've ever experienced : I've been trying for a month now just to sign in / apply for zip card, which ends up in crashed website all the time. I've called them more than 10 times so far and half of the time they don't know what's going on and just give me temporary solution which never leads to the next step. They hung up the call for twice in a row -- is this a joke? If this whole sevice is a joke then that explains everything.
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October 2017 by Mauricio P.
Very good service and decent pricing. Zipcar cannot be held accountable for people's dirty customs. If that's how some of they would have a car, I can just hope they don't do airbnb.
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June 2017 by Kat S.
Absolutely horrible customer service. I'm surprised anyone has even been able to get through to customer service...I've been trying for weeks, both phone and e-mail, with no response. I can't even review the actual zipcar service since I can't seem to get through to the company to set up an account!
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March 2017 by Yoojin C.
Even a one star is too much for their inflexibility and poor accommodations in their customer service. TERRIBLE CUSTOMER SERVICE and there is a reason why their yelp rate is so low. I reserved a vehicle for a 24 hour period. I had some changes in my plan and wanted to reserve the car an hour earlier than my original reservation. When I went on the app to change it, there was another reservation right before me. I saw that there was another vehicle available that was at a higher rate than my original reservation. I called customer service and requested to switch me into a different vehicle. They said I'd have to cancel my reservation and make a new reservation Yes, it already doesn't make sense. And of course I'd have to pay cancellation fee, which is the original reservation's total cost minus tax (~$85 in this case) and also pay for my new reservation ($98). So in total $183, just to switch into a different vehicle. They argued that other customers cannot view the vehicle since it's all blocked off due to my reservation and that is why they charge the cancellation fee. I understood the purpose of the cancellation policy, but it didn't make sense, because I'd be switching into a different vehicle and the vehicle that I originally reserved for would be available to other customers once the swap is done. They kept repeating it's their cancellation policy and I agreed to follow the policy when I signed up for the membership. I told them there is a vehicle that is available for more than the time period I would like to use it, while the vehicle that I originally reserved for has another reservation right before me, so I cannot make changes to the start time. They seemed to have understood the problem for a millisecond, and told me to go review the cancellation policy as if I'm asking for something unreasonable. I said it doesn't seem that difficult for them to make such change and be flexible and accommodating. They asked me to wait while they go review my records. When they got back, they said they have already made some accommodations previously for courtesy and they cannot do it anymore and that only time they can switch me into a different vehicle is when there's something wrong with the original vehicle. And they made it sound like as if I was asking for something unreasonable. This is how unaccommodating, inflexible, and unreasonable zipcar customer service is. I also have another incidence when they made me wait for 5 hours for a roadside assistance. Terrible terrible customer service back then too. Every time I call them to see if the roadside assistance is coming at all, their customer service agent didn't have any idea what I was talking about and I always had to explain the situation from the beginning every time I made a call. Even though I drove the vehicle only for 3 hours, they charged me more than that and only gave me $20 driving credit. Accounting for the $20 driving credit, all I got compensated for their poor customer service, roadside assistance system, and 5 hours of wait time was only $10 driving credit. Great job.
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August 2016 by Sheri A.
I rented a zipcar yesterday because my car was in shop at 8:30 pm on the app it said my reservation was till 4pm today. At 5am this morning I go out to get in car and it won't start. I have my son call for me to tell them car won't start as I have cancer and was not feeling well and to ask to add my son to be able to have him drive car. They put in to end reservation and deleted it from the system so when I logged in I could no longer see the reservation was till 4pm but they charged me 96.41 from 8:30pm till 5 am the next morning. Then they told me when I called there was a kill switch that had been activated by them and they would have to come tow car and suspend my account even though my son never drove the car because he called for me they assumed i was not going to return car I guess instead of calling me or extending reservation and charging my card which would have been the proper way to handle this situation they treated me as if I was not responsible enough to have the car. I will never recommend zip car to anyone. I assume that's why the last time I rented someone had left their zipcard in the trunk. This is ridiculous my husband is a retired commander and I am a disabled state department contractor we both have top secret clearances and they couldn't call to talk to me about what was going on.
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May 2016 by Nova L.
I rented a car and when I went to pick it up it was dirty and smelly with no gas so I called in as directed, the customer service rep insisted I leave the car there and get into a new reservation, that he would reserve for me. I agreed he told me to go to the new car and I would be all set he also mentioned he would note the system for future reference or if I had any problem with the new car. So when I got to the new car I called back due to the fact the car wasn't unlocking, the information about the new reservation wasn't in the system and the new reservation was NEVER BOOKED! To put the Cherry on top I was charged as if I had two reservation in one day at the same time. Impossible right? When I called in to fix the charges the agent argued me down that I was wrong and I had the two cars out! Their customer service is terrible, everyone in their call center is on a different page and don't completely understand your request, they make you feel like your always wrong! I will never be a customer again and I will never recommend anyone to this company!
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March 2016 by Allison B.
Horrible. Zipcar sucks, better off using a cab because it's as expensive and inconvenient. Never will use zipcar again.
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March 2015 by Susie G.
Awesome customer service. I left my credit card in a zip car, and they let me know it was found. Lisa in Member Services called to verify and sent me my credit card with a handwritten note to thank me for my membership. Thanks to the team in Providence for being so thoughtful and for making my life a little easier!
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May 2014 by carol r.
I have received double charges that they could not substantiate to my charge card company -over $140 for one day! When the charge card company reversed the charges, they told me they were good and put them back on. The last car we used was almost 3 miles away. It was farther than where it was going to be driven. Poorly run business. 2 years ago it ran smoothly, whatever changed has been disastrous.
