Fletchall Roofing

While we appreciate Mr***'s interest in rejoining Zipcar, we remain resolute in the decision to not reopen his accountWe will also be unable to adjust the balance on the account, as it is comprised of valid costs, per our previous Revdex.com message.To lend further detail to the noncompliance event that led to account closure: Mr***'s November 27th Zipcar reservation was used to drive from the pick up location in [redacted] to a location in [redacted] Mr [redacted] contacted us about extending the reservation while there, but we we were unable to successfully collect the cost of the extension, and, as a result, could not complete the requested extensionMr [redacted] indicated to Zipcar that it was an emergency situation and he needed to complete the extension, so we offered to extend the booking and allow enough time for him to return the vehicle (with the understanding that the costs would be paid later)Mr [redacted] then communicated to us that he did not accept the offer and would not be returning the vehicle at all; further, that we would need to recover it ourselvesThis is a serious infraction of Zipcar policy, including agreements within the member contract, and is grounds for closure of any Zipcar accountThe decision to close an account for a Zipcar member who refuses to return a vehicle is not unique to Mr***'s accountThe unpaid costs associated with that reservation remain valid, as is the current balance on his account, as we have previously justified.We have communicated this to Mr [redacted] several times and must confirm that it is a final decision

We are very sorry for the delay in getting this issue resolved for Ms [redacted] The extra mileage on the April 29th reservation was incorrectWe refunded the extra charges on May 5th in the amount of $We apologize for any inconvenience and frustration Ms [redacted] experienced due to this issue

We are so sorry to hear that Mr [redacted] has yet to receive a zipcardSince February we have sent three different zipcards to the billing address, [redacted] ***The annual fee has been refunded due to the inconvenienceWe can certainly send it to another billing address if Mr [redacted] can update the credit card on file, or we can send one again to the current listed billing address

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The reason that I filed a complaint on Zipcar is because I felt that Zipcar did not review this incident by level of seriousnessAlthough I admit that I had responsibility in this incident, I do not think that the company's punishment is proportional regarding to this incidentIn fact, I felt that I have been overly punished Regards, [redacted] ***

After review of Ms [redacted] s July 4th reservation we have adjusted the cost to the original estimate that she received and she has been credited the difference of $It is unfortunate the Ms [redacted] found items left behind in the zipcar she reserved for June 30th, including a heavy bucketIf a member finds a vehicle they have reserved is in an unsatisfactory condition then we ask that they contact us at that time so they can be moved to a vehicle that better suits them and is in better conditionThis way the member can have a better experienceWe followed up with the member who had the vehicle previous to Ms [redacted] to ensure that this would not occur again when they reservedAs a courtesy we have provided one hour of driving credit to Ms [redacted] s accountThe credit will expire on November 10th

We have reviewed the March 22nd reservation in questionThe initial late fee applied because the reservation was set to end at 3:30pm and Ms [redacted] called in at 3:to extend the reservation, already past the time the car was due backMs [redacted] did call in to extend later past 5pm but when the agent attempted to extend it the credit card would not accept the chargeShe was told to update the credit card at that timeIn total Ms [redacted] has had late returns in her month membership, of which have been refundedWe no longer consider Ms [redacted] a viable candidate and her account has been terminatedThe late fee will not be refunded

Ms [redacted] returned over an hour late on her August 20th reservation so therefore was charged for the extra time she kept the vehicle, as well as a $late feeOur rules around late returns are clearly listed on our website and in the member contract that Ms [redacted] agreed to when joining On September 20th, Ms [redacted] informed us that she would be paying the balance owed on September 30th, That did not happenThe account was automatically closed due to the balance owed and it was sent to collectionsIt has not yet been reported to a credit agencyMs [redacted] refused to give her member information numerous times to our agents and also used abusive language so her account was terminatedHowever, at any time she can sign into her former Zipcar account and pay the balance simply by updating the credit card on file

The issue has been resolved.Thank you

We are unable to locate an active account using the consumer's listed phone number, email, address or nameThe relevant set of contact information for their Zipcar account will be required to proceed

On November 29, we received a request from Mr [redacted] to close his Zipcar account, including a quit surveyTherefore the account was closedMr [redacted] is free to reopen his account at any timeWe have refunded the $he was charged for an annual fee in September

We have reviewed Mr***'s account and can confirm that an annual fee has not been paid since 2012, despite the use of the service until April Mr [redacted] changed the driving plan in June to a $monthly plan and was charged $in June, July, and AugustAs noted in the Zipcar Member Contract monthly fees are not refundableAs a courtesy the $from August was refunded on August 18th to the credit card on Mr***'s former Zipcar accountThe account has been closed since that time

We have reviewed the request for the application fee to be refunded and have now refunded the feeThe refund will post to the credit card in to business days

Mr [redacted] is not eligible for Zipcar membership as he violated several terms of use, including failure to return a reserved vehicle within the duration of their reservationWhile refusal to return on-time is penalized generally, refusal to return a vehicle at all is a more serious infraction, and can result in termination of membershipThis is the case for Mr***, as unwillingness to return the reserved vehicle required recovery actions on Zipcar's part.The balance on Mr***'s account consists of the additional usage costs for the vehicle, beyond the originally reserved time frame and up until the moment of Zipcar recovering the vehicleA standard late return fee, vehicle recovery fee and site visit fees were also applied (non exorbitant) late fee of $50, $vehicle recovery, $site visit fee) within the extent permitted by our contractual agreementPlease see quoted from our website (accessible by members) the general fee section 5, schedule 2:5.General Fee:For any violation of Zipcar Rules, Members may be charged a general fee of up to $($CAD) per violationIn addition, the Member may be charged for any costs incurred by Zipcar (including all repair and recovery costs, legal fees, including, without limitation, attorneys' fees) (a) anytime a visit to the vehicle is required as a result of Rules violation or otherwise as the result of actions of the Member or (b) for any other failure by a Member to comply with any provision of the Contract or the Rules, other than those Rules for which a specific fee or charge is specifically provided in the ContractWithout limiting the generality of the foregoing, you will be charged a fee for any oversight, omission, or negligence on your part that inconveniences Zipcar or other Members, such as failing to return or losing the keys to a vehicle, failing to turn off a vehicle's headlights, failing to plug in an electric-powered vehicle at the end of reservation, causing or permitting damage to a vehicle which requires repair or cleaning of such vehicle (internal or external), returning a vehicle to the wrong place or leaving the car in a restricted parking zone, not paying a parking ticket, failing to advise Zipcar immediately of any theft, vandalism or damage relating to the vehicle, etcMembers charged for such costs shall be entitled to an itemized list of chargesMembers may be charged for estimated costs pending final repair.If further technical information is required to demonstrate the propriety or legality of Mr***'s account closure or legitimacy of balance, the full listing of terms of use and agreed responsibilities is available on our website

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Regards, [redacted]

Our late fee policy clearly states that the late fee is $per late hour or any part thereof, up to a maximum of $per late returnIt's unfortunate that Ms [redacted] was not clear on what the late return policy is nor understood the impact late returns have on our membersDue to her late return a member was highly inconveniencedWe had to contact Ms [redacted] four times to see when she would be returning the carAll of our cars will not start when a reservation is overMs [redacted] 's reservation ended at 11:so when she finally spoke to us at 1:she was unable to start the vehicle as it was two hours past when the car was due backThe late return fee and tow fee are valid and will not be removed from Ms [redacted] 's accountThe balance will be sent to collections if Ms [redacted] does not sign into the account and pay it

While the email noted by Mr [redacted] does indicate that overdue balances can go to collections, balances consisting of membership fees only do not move to collections, and the account closed after its draw down periodGiven that no reservations were made since the balance was paid, and that the account is closed, we have refunded the $charge Mr [redacted] has notedThese fees will post within - business daysWe are available through email channels as well as a hour contact center, which are made available on our website

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

Zipcar's billing practice is to charge members for reservations when they make the reservationThis has been the process since Mr [redacted] has had four reservations before the reservation on March 26th and all have been billed at the time the reservation was madeReservation usage cost and other charges and refunds are billed to the credit card listed on file at the time the transaction occursZipcar does not re-bill successful credit card transactions as a security precaution

Late fees begin at $and increases per hour for a maximum late fee of $This is outlined in the member contract that Ms [redacted] agreed to when becoming a Zipcar memberMs [redacted] returned the vehicle she had reserved two hours after it was due backThe next member was then delayed by two hoursWe did speak to Ms [redacted] who advised us she would be returning, but did not, further delaying the next memberThis resulted in the vehicle needing to be towed to ensure we got it backThe charges are valid and will not be removedWe encourage Ms [redacted] to please review the Zipcar Member Agreement that she signed when becoming a Zipcar memberWe are a car sharing community that relies on members understanding of the service to ensure that it's a positive experience for all members

Unfortunately, sometimes non-members disregard the signs that we have posted at our locations and park in our spacesIf this happens we ask that members find a legal alternate parking location and contact us back with the location so we can let the next member know or so we can retrieve the vehicle and return it back to its home locationWe understand that it's not easy finding a legal parking space in the neighborhood that Ms [redacted] was in and are thankful for her cooperation.We will look into this location and see if there is anything further that we can do to help prevent people from parking non-Zipcars hereThere was credit applied to Ms [redacted] 's reservation cost and the total came to $ A refund of $back onto the card that Ms [redacted] 's has on file with us was processed on April 13th This adjustment can be viewed on the billing statement by logging onto the account on www.zipcar.com and by going to "my stuff"> "my statement." We are sorry for the difficulty Ms [redacted] had returning her zipcar