Zipcar, Inc.

Mr. [redacted] submitted a Zipcar application on September 15th, 2015. When you apply to Zipcar you are billed a $25 application fee, whether you become a member or not. This is documented clearly on our membership agreement, which Mr. [redacted] agreed to. Mr. [redacted] contacted us to close the account and we...

did and refunded the annual fee of $75.60, but we advised at that time that the application fee is not refundable. The charge will be upheld.

Ms. [redacted] joined Zipcar in January 2016 and had a reservation in January 2016 and a reservation in March 2016. She joined under a monthly plan but switched to an annual fee plan in March 2016 after her last reservation. She also had signed up for the monthly damage waiver which has a monthly fee...

of $9. We have now refunded the $70 annual fee she was billed in March 2016 and all of the monthly damage fees charged since 2016. The refund total is $178 and will post to the credit card on file ending in 0881 in 3 to 5 business days. We do not have any record of Ms. [redacted] contacting us about the account at all, even closure, between the time of March 2016 and March 2017.

When a Zipcar member is in an accident their account is immediately suspended. We then review the circumstances of the accident and the overall membership history. In reviewing Mr. [redacted]'s accident it was determined that he was at fault as he failed to yield at a yellow light with oncoming...

traffic. Our decision to terminate the account was based on this and the short term history of membership.

We are very sorry for the delay in getting this issue resolved for Ms. [redacted]. The extra mileage on the April 29th reservation was incorrect. We refunded the extra charges on May 5th in the amount of $370.06. We apologize for any inconvenience and frustration Ms. [redacted] experienced due to this...

issue.

The issue has been resolved.Thank you.

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]. Please add your rejection comments below. 
 
Regards,
[redacted]

We have reviewed the March 22nd reservation in question. The initial late fee applied because the reservation was set to end at 3:30pm and Ms. [redacted] called in at 3:37 to extend the reservation, already past the time the car was due back. Ms. [redacted] did call in to extend later past 5pm but when the...

agent attempted to extend it the credit card would not accept the charge. She was told to update the credit card at that time. In total Ms. [redacted] has had 6 late returns in her 5 month membership, 2 of which have been refunded. We no longer consider Ms. [redacted] a viable candidate and her account has been terminated. The late fee will not be refunded.

Our late fee policy clearly states that the late fee is $50 per late hour or any part thereof, up to a maximum of $150 per late return. It's unfortunate that Ms. [redacted] was not clear on what the late return policy is nor understood the impact late returns have on our members. Due to her late...

return a member was highly inconvenienced. We had to contact Ms. [redacted] four times to see when she would be returning the car. All of our cars will not start when a reservation is over. Ms. [redacted]'s reservation ended at 11:30 so when she finally spoke to us at 1:30 she was unable to start the vehicle as it was two hours past when the car was due back. The late return fee and tow fee are valid and will not be removed from Ms. [redacted]'s account. The balance will be sent to collections if Ms. [redacted] does not sign into the account and pay it.

Zipcar offers multiple channels by which to review mileage policies, including a tool (available on our website prior to confirming purchase costs) that allows members to input estimated trip distance and receive an overage estimate, if any will apply. The first opportunity for any Zipcar member to...

review mileage policy information is at the time of submitting their application. We state that by agreeing to submit the application, the terms of our contract are understood and accepted. There are specific schedules within that contain precise mileage policy, including the allotted free amount per day. Additionally, all Zipcar members receive a necessary membership card that comes packaged within an on-boarding pamphlet, one that must be opened to obtain and activate their membership card. Mileage information is provided therein.Our standard reaction to contested distance overages is to cover 100 miles worth of the overage, which we have done for **. [redacted]. Prompted by further requests from **. [redacted] to refund the entirety of the overage, we continued to explain that, per the member contract, this charge stands as legitimate, and that no adjustment beyond the 100 mile reduction would be possible. **. [redacted] then indicated an ultimatum of either refunding the entire overage, or closing their account, at which point we once more expressed our position and assisted him with closing the account. We feel that we assisted **. [redacted] sufficiently by clarifying existing resources/policies and offering direct compensation to help ease frustration.

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.

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.

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. I wish though this process could have been fastened from the business, taking almost 1 month to resolve such an issue clearly indicates their customer service levels.
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 $10.63. It is unfortunate the Ms. [redacted] found items left behind in the zipcar she reserved for June 30th, including a heavy bucket. If 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 condition. This way the member can have a better experience. We followed up with the member who had the vehicle previous to Ms. [redacted] to ensure that this would not occur again when they reserved. As a courtesy we have provided one hour of driving credit to Ms. [redacted]s account. The credit will expire on November 10th.

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 membership fees for Ms. [redacted] were refunded on July 12th to the credit card on her Zipcar account. The account has now been closed as requested. We are very sorry for the confusion caused by the one way information on the website.

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 so sorry to hear that Mr. [redacted] has yet to receive a zipcard. Since February we have sent three different zipcards to the billing address, [redacted]The annual fee has been refunded due to the inconvenience. We 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 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]

We have reviewed Mr. [redacted]'s account and can confirm that an annual fee has not been paid since 2012, despite the use of the service until April 2014. Mr. [redacted] changed the driving plan in June 2015 to a $50 monthly plan and was charged $50 in June, July, and August. As noted in the Zipcar Member...

Contract monthly fees are not refundable. As a courtesy the $50 from August was refunded on August 18th to the credit card on Mr. [redacted]'s former Zipcar account. The account has been closed since that time.

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]