Zipcar gets the green light on terrible customer service [updated]
Three weeks ago I had to take a three-hour trip around the bay to get to a party only 55 minutes away, because public transportation didn't give me a direct route. I realized that day that I needed some method of obtaining a car for those off-chances that I would actually need one, with July 4th weekend coming to mind as a definite example. Unfortunately, there are all sorts of moronic restrictions on persons under 25 renting cars, so that was out of the question. Instead, I decided to sign up for Zipcar.
The website for Zipcar seemed promising enough… I just needed to enter my information, fork over some money ($25 application fee, $50 annual membership for occasional drivers), and I would be driving a car from their fleet in no time. I was approved, of course, and only needed to have the membership card (the "Zipcard") mailed to me; according to their website, it would only take 3 to 7 business days.
Those 7 days passed, and still I hadn't received a card. I checked the mailbox every day. I assumed it was just taking longer than expected, so I didn't bother to call. But July 2nd came along, and my fiancee was in town, and it was really coming close. I didn't just need to have my physical card in hand, I needed to have it soon enough so that I could actually reserve a car for the weekend, since I had plans to visit Sonoma on Saturday and Marin on Sunday. I was beginning to worry that even if I did receive my card in time, all the cars would already by reserved and I would have missed my chance. This was 2 weeks after I had been approved, so it was time to call.
The representative I spoke to on the phone said that the card was mailed out on June 23, which meant it was definitely overdue. I asked her what I could do at this point to actually get my card, since for all I knew, they might have mailed it to the wrong address. She said I could stop by on Friday once I was in San Francisco at their regional office, and someone would give me a replacement card without the fee. I figured that was the best that could be done and waited.
On Friday I arrived in San Francisco with some light luggage in tow and walked from the Caltrain station to the Zipcar office, only to find that it was closed for July 4th and the entire weekend. Obviously the representative who told me to stop by hadn't bothered to actually check if the office would be open. At this point I was in deep trouble; it was too late to go for alternatives. If Zipcar couldn't help me, I would be without a car, and my fiancee's wonderful first-time-visit to the west coast would be, well, less than expected. So as she waited, I stood at the door of that closed office and called Zipcar.
I got the obvious response: if the office is closed, there's nothing Zipcar can do that would help me that weekend. Waste of my time. I asked for a supervisor, and he did what supervisors do: made an exception. He proceeded to look for any regional managers that might be in the area of the office who would be able to meet me there, but after 5 minutes of being on hold, I was disappointed to hear that they were out celebrating the holiday. That was it; I had done everything on my end to make good on becoming a Zipcar member, including giving them $75 of my own money, in advance. They could not complete the one simple task of getting a membership card out to me, without which I was unable to use their cars. I never got to use their service, and I this was the one time that I felt I would actually need it. At this point, I demanded a full refund. I was told the application fee was non-refundable, but I insisted that it didn't make sense; even if Zipcar had already spent that money on insurance processing fees, they hadn't done the courtesy of completing the whole peasant-corporation deal, so it would be gosh-awful nice if they could just give that money back. The best I got was that, the supervisor could guarantee the membership fee refund, but he could only put in a request to the corporate office for the application fee. I was $50 out of $75 towards recuperating the money Zipcar didn't deserve.
I proceeded to enjoy my weekend as best as I could; on Saturday, some friends were able to take us to Sonoma, at their own expense (driving in and out of SF with traffic is terrible), but on Sunday, we weren't able to get out of the city, because once we checked out of our hotel, there was nothing we could do with our luggage but take it back home to Palo Alto. We did a lot less than I had planned, but I hoped that I would at least get my extra $25 back, because you know, the economy isn't doing so well.
On Monday, I received this email from a representative at Zipcar:
Dear Christian, Your request has been forwarded to me here in the member services department at the San Francisco Zipcar office. Unfortunately your $25 application fee is a non-refundable fee as it is to cover the cost of your insurance check. Below is a link to our Q&A form which reflects the policy. Thanks so much and have a great day! http://www.zipcar.com/how/faqs/faq-58 Regards, Jessica … zipcar
I'm not going to publish my response, because it was the typical "I know I don't matter but here's how angry I am" kind of email. I don't even know if Jessica was told about the mess that Zipcar made with my attempt at becoming a member, but I'm beginning to think that the people at Zipcar just don't care. They might be trying to "change the world" by offering a "revolutionary" car sharing service that allows people like me in an area like Palo Alto to do without car ownership, but they certainly aren't changing the field of customer service when they use the same policy garbage that every other company in this country uses. In the end, I'm left without $25 and nothing in return, other than a sore attitude towards Zipcar, and a conviction that I'll never use them in the future.
I'm still debating whether or not to call Zipcar again and see if I can elevate this at all; chances are, there's nothing I can do. So I'm putting this blog post out there, to let others know that this happened to me, and maybe let Zipcar know that they can't treat would-be customers like crap and expect them not to go write on their blogs about it. I hate Zipcar.
Update: Just a short while after writing this post, I was contacted via email by another Zipcar representative, who both apologized and promised that he can refund my $25 application fee. I'm very happy about that. It's a good thing that I took the time to put down this whole ordeal in my blog, because it's hard to get these stories across over the phone. I told this representative that I'll be sharing a car with my fiancee in a month or so, but that if I ever need a car-sharing membership down the line, I'll consider Zipcar. I'm certain this sort of mess doesn't happen very often 
aw crud. and i was thinking i would use zipcar while i'm in dc since i won't have a car…if anything i've experienced/heard good things about philly carshare, which is nonprofit
Elevate it! Go as high as you can. My experience of working on a helpdesk taught me one thing, the higher you can go, the more you will get out of it. You will get that money back if you can make hell for them!
Shame about the terrible experience though.
Sorry to hear about your bad experience. I definitely would try to escalate the problem as much as you can to get your cash back.
That being said, I have to say I'm pretty impressed with Zipcar so far. I signed up a while back, got my card promptly and just took out my car two days ago for a trip to Ikea. The car was clean with only a little over 2K miles on it, and filling up with the gas card worked great. I was even able to extend my reservation an hour through the mobile interface. All in all, a really nice experience.
I have had a lot of problems with Zipcar and decided to just walk away. I did however take my concerns to the top with no response from the company. I don't think they will respond to you either but if you are interested in trying you can email the ceo @ scott@zipcar.com or call him on his cell phone at 617-699-3923
I've used ZipCar many times before and they're great. I don't feel ZipCar is at total blame here. You did wait a while to guarantee you had your card, and not knowing that Friday was July 4th with offices closed was probably an oversite on both parties part, but something that could have been avoided by you especially considering that was when you were travelling. In the end, $25 was the mistake for not having your "ducks in a row".
So I take it you think it would be fair if everytime you had your ducks all out of their rows, you were fined $25? Oh yes, hooray for Zipcar, they taught me a lesson! A night in jail would do well too! Someone get them a warrant! Your logic is mind-boggling.
Your ignorance is mind-boggling. If i forget to pay my cell phone bill, I get a surcharge aka a fine. The point is she waited over 2 weeks after the "3-7 days" to complain? Its unfortunate she lost money, but its not ZipCar's responsibility to make her plans for her.
Better yet, instead of "elevating", shes posting a blog about her story and blaming ZipCar.
I hope in the end the weekend was still a good west coast experience. You might also try my friends at CityCarShare.org for the next time that you need a car in the Bay area.
Dave A: You have seriously made my day, and I hope you won't comment again, because you are embarrassing yourself. Let's break this down:
If you forget to pay your cell phone bill, you are delinquent on a service that has already been provided to you. You are the one who is failing to complete their end of the deal. In that analogy, you are Zipcar and the cellphone company is, well, me. Whether or not the fine is warranted, you owe them the money they've earned.
Now Zipcar does have a right to keep the $25 they owe me, and I have a right to tell people that they are swindlers and frauds (on the Internets, where everyone is famous). Read on, however, because they aren't so bad after all.
WHOA WHOA WHOA CAPTAIN WRONG, SLOW DOWN! HE is the person who is writing this blog, who is pictured in the header, and who is pictured in the icons next to these comments. HE IS THE WRITER OF THIS BLOG, BECAUSE HE POSSESSES MALE GENITALIA.
Also, your command of the calendar is a bit weak. My card was mailed on June 23, which means I registered a couple days before that. I called in on July 2 (two days before July 4), which means at that point, this card was at most one or two days late. THAT IS NOT 2 WEEKS AFTER THE 3-7 DAYS. Maths, my friend. Maths.
It is not Zipcar's responsibility to do anything, but that's the kind of attitude that runs businesses straight into the ground with piss-poor customer service. Oh wait, you aren't even talking about the writer of this blog, because HE IS A HE.
Finally, an update: another representative from Zipcar read this blog post, and he said he can refund my $25! I'm very happy about that. Dave A., this is why she/he/they writes on his/her/their blog.
My apologies on the "she" comments, although I appreciate the "possess male genitalia", that really made it sink in and confirm you male status.
And I do believe the service WAS provided, ZipCar sent your card June 23rd. Your follow-up and inquiry should not have been necessary (as you should have received the card), but alas the USPS is not always 100% reliable.
As for the calendar…well, ok you got me there.
"Piss-poor" service? The supervisor started calling other supervisors in the area to try and help you out, I know you ultimately didn't received the desired outcome, but that is some damn good people to call others on a national holiday seeking assistance (most places would NEVER do that for anyone).
I am glad you received your $25 back, as you said someone probably needed to understand the facts fully surrounding the situation, rather than just receiving a request in a call-queue saying "This guy wants his $ back."
Dave: I didn't meant to apply "piss-poor service" to Zipcar, I was referring to other companies that wouldn't even attempt to correct a situation like this. You are right, Zipcar did do their very best, and just the fact that I was able to speak to real humans on the phone was a big plus. Anyway, this matter is resolved, so thanks for the hilarity!
It sucks that you had to have to deal with a bad first impression of Zipcar. Originally from Los Angeles, a car city, I now reside in NYC which I have found Zipcar to be a godsend for getting out of the area once in a while. The only problem I ran into was when a customer didn't return a car on time but the Zipcar customer service happily helped me into another vehicle. The totally rock most of the time.
Zipcar does not answer my email. I have asked a simple question 2 times. Maybe one of you can help me?
From zipcar.com:
For reservations that exceed 24 hours, you get 20 miles for each additional hour up to a maximum of 180 miles per day. So if you reserve for 1 day and 2 hours, your reservation includes 220 miles (180 + 40). And if you reserve for 1 day and 9 hours (or up to 2 days), your reservation includes 360 miles. Get it?
I wrote to ask if, for example, this meant that I could get a car for 2 days, put 360 miles on the first day and 1 mile the second day and I would be charged for one extra mile, or would I be charged for going 180 miles over the first day? It seems to me the former is what's described, but the one and only time I've used the service I was charged for additional miles beyond the difference of the cumulative alotted miles and those miles that I actually drove.
And I REFUSE to pay to ask this question over the phone, especially since I had to drive the zipcar to their office to pick up a missing gas card– and when I did I asked this very question and they seemed to assure me that I had interpreted their formula for calculating miles correctly.
Seriously, it's been over a week and they have not responded. Are they that desperate for $ that they need the 3 bucks for the phone call to customer service?
Sorry for the rant…
zipcar has to be the worst car rental company i have ever dealt with. their cars are filthy and they are deceptive and make up their own rules. I have never rented a clean car they smell and have animal hair on the seats and garbage in the cars. If you return the car even a minute late they charge you a 50.00 late fee. they also charge your card in increments where the invoices are confusing if you have a 80 buck rental they will charge your card 4 or 5 different payments on one rental. they say they pay for gas but in the ny cars the gas card id always missing and then you pay out of pocket they tell you to fax in the receipt but when i faxed the receipts they said that i was faxing too many receipts and closed my account. My son has asthma and i had to clean the car from the animal hair and they told me after they closed my acct they would only reopen it if i didn't fax anymore receipts. I was angry with them but no one seemed to care. The office on 32nd and bdway has rude managers who don't care about customers. Joel Johnson general manager there and Jessica O member services manager there are not helpful at all. Jessica told me that if my son has asthma don't put him in the car. The weekend rates are horrible around 165 bucks a day and you have to reserve far in advance. Don't expect a clean car or a gas card in the car. The cars have major mechanical issues and are unsafe to drive. A few cars have broken down on me with my kids in the car and i had to change a tire on the highway cause roadside assistance told me it would take hours to come. I got no compensation for the mishap or even an im sorry. Jessica told me that no one asked me to change the tire. So then I called the so call corporate office and dealt with Peter director of member services who claims that he takes complaints seriously his number is 6179954224 since they don't like to deal with their customers I am giving the number. Anyhow he told me he was keeping my acct closed because i expect too much wanting clean cars and expecting them to fix every problem. the funny part is they never fixed any problem. they tell you fax receipts call if there is damage to the car or there is a breakdown but when i follow the rules they penalize me and closed my account. I am warning everyone to use the service at your own risk just remember that you are not insured and you end up paying a lot for rules that they make up along the way. the cars are disgusting inside so just see for yourself. Remember the names Joel Johnson from 32nd street and definitely Jessica she is rude and could care less about kids. She was the one who closed my acct to begin with. People need to know the truth don't let them fool you cause at the end you will pay way more then what they advertise now I am taking them to court for treating me like crap and closing my acct just cause they felt like it. People like zipcar can't treat us like animals when we are paying for the rentals. see for yourselves that everything i am saying is true.
Mack don't expect courtesy from them as for the miles i forget but you get a different story from all of them and they don't like when you show up at their offices either. They don't like any questions or the truth about how they are that is why my acct is closed. they closed it for me doing what their rules claim to do. so be careful or they will terminate you too and give you a nasty reason like you complain too much good luck.
I'm glad to know I'm not alone. If they called me back about my bad service, canceled reservations and overall stranded-ness, I might feel better about them, but I will chose our Local hourcar instead everytime.
I agree with you Angelina, Zipcar does suck! Their cars are not clean, plus I have been slapped with not one but 2 charges of $500 for damage which I DID NOT DO!! I am from New York too and I had a couple of bad experiences. The first time occured back in June, I did not report it because I never reported damage before and I was not charged with anything. The second time was last week when I actually reported it, but 3 1/2 hours into the reservation. I still got charged $500 for reporting it "too late"! My phone was not availible and I did not have any change available. I talked with the evil rep and he said that it should be reported at the start of the reservation. From what I have heard about the defunct Flexcar and I think with Phillycarshare too, they actually had a phone inside the car so you could report the damage. Zipcar should pick up on that idea. If they wanted people to report damage EARLY in a reservation, there should be a red stop sign right by the S***card informing people to CHECK for damage and report it RIGHT AWAY!! JEEZ!!!
Despite Scars up in Harlem where I reside, I am thinking of cancelling my membership with Scar and joining this new car sharing program in New York: Mint: cars on-demand (www.drivemint.com)
my last sentence should read: "Despite Zipcars up in Harlem where I reside, I am thinking of cancelling my membership with Zipcar…"