Fletchall Roofing

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 reservation. While 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 membership. This is the case for Mr. [redacted], as unwillingness to return the reserved vehicle required recovery actions on Zipcar's part.The balance on Mr. [redacted]'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 vehicle. A standard late return fee, vehicle recovery fee and site visit fees were also applied (non exorbitant) late fee of $50, $25 vehicle recovery, $25 site visit fee) within the extent permitted by our contractual agreement. Please 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 $150 ($165 CAD) per violation. In 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 Contract. Without 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, etc. Members charged for such costs shall be entitled to an itemized list of charges. Members may be charged for estimated costs pending final repair.If further technical information is required to demonstrate the propriety or legality of Mr. [redacted]'s account closure or legitimacy of balance, the full listing of terms of use and agreed responsibilities is available on our website.

We are very sorry that Ms. [redacted] was unable to locate the zipcar she reserved at the start of her reservation as the previous member parked the car in a different location. We understand that due to the car being incorrectly parked Ms. [redacted] was delayed by an hour and a half. To compensate for the lost...

time and inconvenience the reservation was credited $25 and an additional hour of $12.75. The cost of the reservation initially was $115.81 and with credits applied is now $75.70. As Ms. [redacted] continued to use the vehicle for the full reservation we believe the compensation is fair.

Unfortunately, sometimes non-members disregard the signs that we have posted at our locations and park in our spaces. If 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 location. We 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 here. There was credit applied to Ms. [redacted]'s reservation cost and the total came to $5.78.  A refund of $28.70 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.

We have reviewed the charges for the March 8th reservation and see that the amount of $340.45 was charged on March 8th and then refunded on March 8th. Then the reservation with the different vehicle was charged in the amount of $332.06. We have confirmed with our payment processor that there was not...

a duplicate charge. There was one charge and one refund for $340.45 and then the charge of $332.06. We can certainly have a conversation with the members bank if they are showing something different.

The annual membership fee of $70 was not automatically refunded for the 30 day member trial as the account was approved on October 29th and was closed on November 30th. We received notification of a chargeback from Mr. [redacted]'s credit card company, indicating he has been credited the $70. We will not...

be re-billing the amount.

Mr. [redacted]'s Zipcar account was automatically closed due to a balance owed on the account. This occurs for all accounts that have had a balance due for an extended period of time. Once the balance is paid then we can review the account to determine if if is eligible to be reopened. After reviewing...

Mr. [redacted]'s account it was decided that he no longer would be allowed to have a Zipcar membership. The balance that he had paid was a valid balance for toll charges and reservation costs and will not be refunded.

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

Late fees begin at $50 and increases per hour for a maximum late fee of $150. This is outlined in the member contract that Ms. [redacted] agreed to when becoming a Zipcar member. Ms. [redacted] returned the vehicle she had reserved two hours after it was due back. The next member was then delayed by two hours. We did speak to  Ms. [redacted] who advised us she would be returning, but did not, further delaying the next member. This resulted in the vehicle needing to be towed to ensure we got it back. The charges are valid and will not be removed. We encourage Ms. [redacted] to please review the Zipcar Member Agreement that she signed when becoming a Zipcar member. We are a car sharing community that relies on members understanding of the service to ensure that it's a positive experience for all members.

Mr. [redacted] has not been treated any differently than any other member being reviewed for an accident that they were involved in when in a zipcar. All members accounts are automatically suspended when in an accident and then the account and accident are reviewed. Mr. [redacted] had only been a Zipcar member...

for less than a month when the accident occurred. By his own description, the accident was his fault.  These are some of the other factors we take into consideration when reviewing an account and accident. We wish Mr. [redacted] the best but we will not be able to offer him membership with Zipcar.

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 reservation. This has been the process since 2011. Mr. [redacted] has had four reservations before the reservation on March 26th and all have been billed at the time the reservation was made. Reservation usage cost and...

other charges and refunds are billed to the credit card listed on file at the time the transaction occurs. Zipcar does not re-bill successful credit card transactions as a security precaution.