Zipcar

"This rating is a zero but it is only one star because that it the lowest possible on Google Reviews. I would agree with many of the comments below about how Zipcar has gone from a good company to absolutely horrible. Their biggest problem is customer service. I am total agreement with the comments below about how inept and uninformed their customer service is. I have been a Zipcar customer for 6 years, but based on a recent incident I canceled my membership. I called Zipcar on Wednesday, November 13 and told the representative that I lost my Zipcard and that I needed a new one . I specifically told him that I needed a car on Saturday, and asked him if I could go into the Washington, DC office and get a new card. He told me that there was no DC office and that it would take 7-10 business days to get a new card, but not to worry, because I could use the Zipcard mobile app to rent a car. When I tried reserving a car on the ZipCar app, however, it would not take my reservation. When I called in to resolve this issue I got connected with a representative, his name was Jim in Iowa. Jim was a nice guy but was not able to answer any of my questions and seemed like he knew very little about Zipcar. He told me that the first representative that I spoke to was wrong and that I could not book a car with the app because I had a new zipcard number and I had to wait for the new card to arrive in the mail. He also told me that there was an office in DC and advised me to go into that office, but he could not tell me the office hours or when it was open. In the end, I had no way to book the car I wanted and I ended up booking a car from Hertz. In general, I have found that Zipcar puts very little into customer service. They outsource customer service inquiries to Mexico City where most of the representatives do not speak good English and do not know much about Zipcar. I can understand cost cutting but creating a business where "customer service" has no knowledge of the Zipcar business and no desire to help the customer is not acceptable."

"Notice how this location doesn't include a phone number. It's because they contract their phone support to a random office in Mexico. Huge language barrier, loud voices in the background preventing them from hearing you during the call, they are extremely slow and don't truly understand the duties or work, and of course extremely long wait times. Each attempt to call was totally unproductive and 40 minutes of wasted time. Zipcar's contract must be very cheap for that level and quality of service. lol Thank god they are NOT the only game in town!"

"It looks like the Zipcar of old is truly gone. The number of missing or inoperable vehicles is on the rise but the real change is people you reach on the phone now are essentially useless. You get a call center that can't answer basic questions - like where is the ZipCar I've rented that's missing? The person I talked to about that couldn't even begin to understand what I was asking! They just kept repeating my reservation details. It's like that with any question you have. I've been using the service for 12 years so I've seen it change over the years but it's clear that something in the back-end has changed for the worse. What this means is that as a user I no longer recommend the service to other people and am looking for alternatives."

"Zipcar has gone from a great company that was customer service driven to a corporate giant that ignores client issues, it really makes it impossible for loyal customers like me (6 years) to continue the membership. Eveyrime you call customer service they take forever to answer and once they do, they always claim that they can't help you and that a manager will email you a few days later.( and they never get back with you) they also promise you things that they do not deliver like replacing membership cards and mailing them within one week, THIS COMPANY IS HORRIBLE."

"Zipcar is happy to take your money, but not so happy to try to refund you in any meaningful way more than token gestures when they mess up. If you call their support, they never have the power to do anything besides credit you an hour. That's pretty meaningless when you're renting a car for 24 hours. This last time they changed my reservation location and vehicle TWICE without explanation. e The vehicle got smaller and the further away. That's a problem when you have a pregnant wife and you're going to your baby shower. The time before this, the gas card in the vehicle was expired and would no longer work at the pump. I don't want to deal with the hassle of being reimbursed for gas. On ZipCar's promise of ease of use, they fail. In this case they offered to credit me half an hour of time for an 11 hour reservation. They just don't get customer service. There are other incidents I've had with them over the years that points to them not adequately keeping everything maintained such as no windshield wiper fluid one time and a wrong windshield wiper attached another (I had to buy a new correct one because it was raining). If you have any alternatives, go with those."