Zipcar, Inc.

We have credited the indicated toll charge following our review of its legitimacy, communicated this change on June 1st, and Ms*** replied to us by email on June 7th acknowledging our correction

We have refunded the $amount that *** requested to his credit card on file on 5/12/ The account is closed as requested and the situation is resolved

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

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]. 
Zip car's response is completely inappropriate. I have called zipcar on more than one occasion. If I do not have my member number available, I am told without my member number I cannot be assisted. I am told the member number is the only way to gain access to my account. I am told a call cannot be transferred without a member number. I am told there is no way to verify my account. There was one night in particular. I was stranded. I still had not received an outline of the charges, but I was willing to pay for the balance as long as I could get to my mothers house. I had just been assaulted and the police were on the way to my apartment to address the situation. I called zipcar.  explained to the agent that I understand they need a member. I apologized for not having it. I explained that my member ID was at my apartment. I was the victim of domestic violence and that at this moment I cannot go to my apartment, I need to get to my mothers house. However I have a past due balance. It has not been settled and I need you to work with me. The person that answered was extremely rude. Now I am practically in tears. I told him this was not some Saab story where I want you to feel bad. This is serious. I don't have my member ID. I know that depending on the location you can remotely access the cars for me. I can give you anything information you need to identify who I am. How I opened the membership. What school I attend, How long I have been there. My school Id. Anything you need I have. I just want to go home. He said to me why are you calling me. Call the police. When I asked to speak to a supervisor he told me no. There was no supervisor available. He went on to say that even if there was a supervisor, he would not transfer my call because I did not have an account number. I lost my head! I called him an it. I told him he was extremely rude, and said what if this was your daughter, sister, mother, etc. After five minutes of realizing he was not caring I asked him for his id number. He refused to give it to me and hung up in my face. I called back and I cussed the next agent out. I was livid. After about five minutes of fussing. I hung up. I continued calling my family until my father finally picked up. If the agent had taken a moment to say Ms. [redacted] I understand you are going through something and I apologize. There is nothing I can do. I wish I could help but I can't. I would have taken it soo much better than what do you want me to do? Call the police. That approach is very negative. It is very hostile and it does not make me believe your business practices are ethical. It makes me question how you approach situations that are out of the norm. I called zipcar again on 3-11-17. I finally received the okay to go to my apartment to retrieve my stuff. I called zipcar again, still I don't have an outline of the invoice, I don't have access to the account online, and I don't have my member number. Yet the agents continue to harass me over the phone advising me they cannot help me. To the point an officer at [redacted] University had to intervene. The agent on the phone changed his tone of voice. He changed the way he delivered his instructions, and started speaking like a professional. As soon as the officer got off the phone he went back to the same condescending tone of voice.  I asked for a mailing address they told me they cannot provide that to me. I asked to speak to a manager they told me they would have them give me a call. I have yet to receive a call. What I have received is an email requesting I login online and make a payment to avoid my accounts being closed. Yet the business is stating that they terminated my accounts due to abusive language. Which contradicts the email that was sent and the multiple conversations that we had. Just so we're clear those conversations were recorded. So I can prove what was stated. I have included a image of the email sent by zipcar below.Just so it is clear. If you need to confirm the information I have presented to you, you can reference docket number [redacted] I was at a hearing today on  03-27-2017 this was for a continued harassment order against my attacker.
Regards,
[redacted]

While we appreciate Mr. [redacted]'s interest in rejoining Zipcar, we remain resolute in the decision to not reopen his account. We 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. [redacted]'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 extension. Mr. [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 ourselves. This is a serious infraction of Zipcar policy, including agreements within the member contract, and is grounds for closure of any Zipcar account. The decision to close an account for a Zipcar member who refuses to return a vehicle is not unique to Mr. [redacted]'s account. The 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.

I think it is very insulting that Zipcar continues to think this situation is okay. Again, this sends a very clear message that Zipcar will continue to operate the same way in the future with no regards to their customers. Yes, once I located the car I did use the car for the remainder of the reservation. Why wouldn't I? I had booked it for an important event, and then to run errands the next day. The fact that I did use the car doesn't make up for the fact that I missed a very important event on the evening of September 12th due to Zipcar's carelessness. I don't understand why Zipcar is boasting about the money refunded, it was refunded because of the inconvenience caused by Zipcar. The money that was refunded on top of that was like saying "Hey, here's a $13 dollars for your troubles, no guarantees that we will not put you in the exact same situation again, but $13 dollars makes up for it right?" Unbelievable. At the very least, it's nice to know that I will no longer be doing business with a company with such low standards, just read the Yelp reviews on Zipcar's customer service reps- the downfall is easy to see. Luckily Boston has a few alternative car-sharing options with people who will actually try to help you if something goes wrong.
Regards,
[redacted]

After review we see that Mr. [redacted] had reopened his Zipcar account in October 2016. After just over a month there was a decline of $11.08 for toll charges, and then $7 for the November monthly fee. The account automatically closed as the balance was not paid for over a month. Mr. [redacted] recently paid...

the balance on March 25th. The account was un-suspended so Mr. [redacted] does have the option to rejoin. We have to review a driving record if the account has been closed for more than 30 days and that is a cost to us, which is why we charge the $25 application fee. We have refunded the $7 monthly fee but cannot waive the application fee if Mr. [redacted] decides to become a member again.

The $250 monthly fee was refunded to Mr. [redacted] on January 5th. We apologize for the additional charges Mr. [redacted] received due to an error on his accounts' driving plan.

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 seriousness. Although I admit that I had responsibility in this incident, I do not think that the company's punishment is proportional regarding to this incident. In fact, I felt that I have been overly punished. 
Regards,
[redacted]

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 $75 late fee. Our 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, 2016 Ms. [redacted] informed us that she would be paying the balance owed on September 30th, 2016. That did not happen. The account was automatically closed due to the balance owed and it was sent to collections. It has not yet been reported to a credit agency. Ms. [redacted] refused to give her member information numerous times to our agents and also used abusive language so her account was terminated. However, at any time she can sign into her former Zipcar account and pay the balance simply by updating the credit card on file.

The $60.00 annual fee on [redacted] account is a non-refundable fee, as outlined in the Zipcar membership agreement.  This information, in addition to the reasons for account suspension, were communicated to the member appropriately.  Additionally [redacted] Zipcar account is currently under...

review for possible fraudulent activity.

Zipcar reservations are sometimes moved from one vehicle to another, either by member request, or to avoid maintenance/location issues. When a reservation is moved, the original cost is refunded and then the cost of the [redacted] vehicle, for the [redacted] time frame is charged.This is done so that lower...

vehicle rates can be honored (when the move is required by Zipcar) or higher rates billed (when a member requests an upgrade). While Mr. [redacted] is correct that the original charge for the indicated booking was paid, he was also refunded that amount in full, and when we attempted to charge for the next vehicle (at the same rate, in this instance and as there was no change to vehicle class), we were unable to collect.Mr. [redacted] insisted that the refund to him was never received. We requested a bank statement to review with him, clearly showing the omitted payment, as we have receipt from our payment processor that the refund was successful. Statements were submitted with too much information withheld, and were deemed insufficient to leverage a change as they omitted requested time periods and other information relevant to the review. Eventually, Mr. [redacted] connected with the [redacted] Member Services Manager, who informed him that without more substantial evidence that the refund was not received, we would be unable to make a change to the account.

Please check the attachment for my zipcar account information.
 
 [redacted]...

[redacted]

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]

The ticket violation costs were removed from Mr. [redacted]s account on June 6th after we were able to confirm with the municipality that they had received both payments and would refund us the amount we had paid. Mr. [redacted]s account is open once again and he is free to use the service.

On November 29, 2016 we received a request from Mr. [redacted] to close his Zipcar account, including a quit survey. Therefore the account was closed. Mr. [redacted] is free to reopen his account at any time. We have refunded the $25 he was charged for an annual fee in September 2016.

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]

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]

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.

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.