I have been using Zip car for more than 6 years now. I learned about this car rental company in grad school and was so impressed by the idea and vision. I instantly got the membership and started using its services, since then they have made me have hours of conversation about various issues that I had from unlocking the car to not having a car when I already have a reservation, but I never lost hope in the company and its idea. I kept on promoting it among my friends and family. I also work for a product-based company and understand that any product takes time to get to where it can work seamlessly.

My last experience with zip car has been the worst and encouraged me to draft a fair review about the company's customer care services. I rented a Volkswagen Golf from Mutual Street, Toronto from 1 am until 3 am. But I had to come back earlier as my roommate was in a medical emergency situation. Hence I came back around 2:40 am and was surprised to see the parking spot was not empty. I was in a very panicked state( as my friend was in a life-threatening emergency, and needed me to help) but I had to wait on the street for the parking spot to become available.

Finally, at 2:55ish am, I gave a call to Zipcar customer care. The representative themself didn't know where shall they direct me to park the car and my friend was waiting for me to help him. Finally, the rep guided me to park the car right across the street. Which I did and locked the car and left. I wasted 30 mins to do all this. I asked the rep 10 times if it was okay to leave the car there and she(the rep) said yes 10 times. Later in March, I had to end my membership due to this bad experience.

Later after one and a half months on the 5th of May, I saw my credit card was charged with 76.65 CAD for a zip car violation. I was so disappointed that I had to call customer care, after several calls and 2-3 hours of talking the customer rep named "Holly" agreed to charge me 42.75 CAD and waive 33.90 CAD but at that time it was not about money for me, it was about ethics, truthfulness and being a genuine company.

Until Today I have talked to several Reps from zip car and their managers too, more than 7 hours of conversation collectively but they seem to have no interest in returning my money or realizing their mistake. I requested them to hear the recording from 16th May 2023 and also forward it to me but they never did that.

They not only breached my privacy by holding my CC information until May 2023, when I have already deactivated the membership in March 2023, Secondly, they also charged me 76.65 CAD for parking the car in the wrong parking lot, which their representative asked me to do ( I was not responsible for the car after 3 am until the time I have reserved it for). Thirdly I got late to take my friend to the emergency by 30 mins because I was searching for alternative parking with the rep on the phone, which could have been a life-threatening situation for him.

I am still fighting for this, but no help yet.

It is a customer's right to get the recording of the conversation that they do with a customer care rep. But zip car has not even provided the recording of the conversation. The truth is in the recording.

Hopefully, this review can help you in making the right choice. It is not just because of this incident I'd give 2 stars, it's because of all the incidents that collectively happened since 2017. There are far better companies that will give you better service and great customer satisfaction than Zipcar.

Customer care is a true fiasco, they do not understand the genuine of your case and they keep on repeating the same thing again and again until the customer gives up. 1 star is for their easy app or else I would have given no starts to them.

P.S. - as a matter of fact, YOU CAN FIND AN ENTERPRISE FOR THE WHOLE DAY AT A CHEAPER RATE THAN BOOKING A ZIP CAR FOR 4 HOURS.

Thank you