Zipcar, Inc.

We have reviewed the request for the application fee to be refunded and have now refunded the fee. The refund will post to the credit card in 3 to 5 business days.

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.

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 period. Given that no reservations were made since the balance was paid, and that the...

account is closed, we have refunded the $156.90 charge Mr. [redacted] has noted. These fees will post within 3 - 5 business days. We are available through email channels as well as a 24 hour contact center, which are made available on our website.

Due to several declines in Mr. [redacted]'s history as a Zipcar member, especially in the past year, we are unable to reopen the account. The balance of $30.62 that was recently paid included last months monthly fee of $7.62. That amount has now been refunded. The remaining amount of $23 was for toll...

charges. We wish Mr. [redacted] the best and hope he finds other alternative forms of transportation.

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.

We are sorry to hear that the application process was not a smooth one for Mr. [redacted] and that you did not receive your zipcard. Application fees are non-refundable but we have made an exception. The $25 refund will post to Mr. [redacted]'s credit card in 3 to 5 business days.

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.

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.

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.