Hi Michael, we are truly sorry to hear about the stress caused by PCNs and for the lack of detail in our email responses. Wondering if there’s some opportunity for them to profit by dealing with PCNS in this way. I have not received the ticket and I did not had an opportunity to appeal but zipcar has taken the money (£130) from my account. 4. Zipcar was founded in 2000 by Antje Danielson and Robin Chase. Voice your opinion today and hear what 1343 customers have already said. You told us of your intention to appeal the parking ticket with the council, and that was the last we heard. They say it will be removed on Monday but until then it looks like it will stay in my space leaving me nowhere to park. The PCN is for more than I've spent on Zipcar in 12 months. Zipcar helps non-profits do more with affordable access to on-demand transportation. Hi Tamas, we reached out privately for information so we could see what the situation was here, but sadly we never heard back. With its wide variety of self-service vehicles available by the hour or day, its industry-leading university, business and government fleet programs, and its operations in more than 500 cities and towns across nine countries, Zipcar offers the most comprehensive and most convenient car sharing options. I was left stuck and stressed without a van on my moving day and had to end up shelling out more than double the cost on a new rental van. Please allow us to chase this up for you to see where the snag may have come. I could not park in the permit areas or go park/private pay and display car parks. Nuisance company, awful customer service. Is there a preferred Zipcar contact method that guarantees a fast response and complaint resolution that I should use? Who the hell are these people, their worst then bailiffs. While 866-494-7227 is Zipcar's best toll-free number, there are 4 total ways to get in touch with them. I was told that I will receive the ticket from TFL directly which will give me the opportunity to appeal. Whether you wish to find a parking spot to reserve a car or just want to discover where the closest Zipcar office to you is located, you can use the app you installed on your smartphone. I’m tired of paying for the cars where I more often than not find leftover food and rubbish from previous users and the Zipcar Management seems to do absolutely nothing to rectify it, just emails and apologies and no action. If you are a member and you interact with the Zipcar team on Facebook or Twitter, you get the chance to win free driving time and other prizes. Read reviews and complaints about Zipcar, including membership, 24/7 member services, hourly or daily rates and more. Are you a new customer that hasn’t received a Zipcard yet and wish to follow it up with customer service? We take security incredibly seriously, and hope you might reassess your initial verdict based on the further information provided. Meanwhile I am still unfairly out of pocket £145, I cannot appeal for a ticket I have rights to, whilst Zipcar continue to allow this to happen to (what looks like from the awful reviews) MANY customers. I’m now faced with getting my account suspended and Zipcar passing on my debt to a collection agency. This works a lot like picking up the car at any other spot. This office is the company’s corporate headquarters. The email received clearly states not to pay the PCN until the council contacted me directly. It can take months for tickets to get redirected so hopefully a successful appeal will still be possible. Customer service is horrendous - a parked Zipcar in a resedential area (Reg. Hi Mark, as we have explained over email, a couple of members made an honest mistake despite our best efforts to advise them. Not worth the hassle. The average wait time that you may be kept on hold is 3 minutes. Alternatively, submit an enquiry via the form below. Hi Jack, we really do empathise with everyone dealing with the financial uncertainties and challenges brought about by the pandemic. There are 4 ways to reach Zipcar across 3 communication modes: phone, web, email. Zipcar is slowly losing grip on the market and is clutching at straws to keep up with competitors. Before you contact Zipcar customer service, it is advisable that you read the faq sections of their website. You can contact Zipcar via phone at 1-866-494-7227. Unfortunately, these are not round-the-clock service numbers. Awful customer service Awful customer service. 04525217. No way to cancel on the website and refuse to pick up the phone.Update: See the ‘sorry, not sorry’ response below. The next best way to talk to their customer support team, according to other Zipcar customers, is by calling their 309-229-5010 phone number for their Customer Service department. In the case of Zipcar, we can use my complaints so far as a basis: It is perhaps a little expensive and there are sometimes niggles but that's to be expected when running a service like this really. Hi Mr Lewis, we hate to hear this scathing assessment, and reviewed your recent interactions with us in an effort to learn more. Returning to finish the sign-up process? I have since stopped using the service because, in my view, it is not worth it, is misleading and offers poor customer service. We do take these reports very seriously and close the memberships of repeat offenders - such is the importance to us. They can only be used to contact them between 9 am and 5 pm EST Monday to Friday excluding public holidays. When I got there walked around for 20 mins looking for car. Hi Phil, we believe you have now been refunded for this parking ticket charge - although it absolutely should have happened much quicker. We can see that you have had a recent phone call about this matter, and we will continue to work with you towards a resolution. I really wanted to use your services but have been now waiting 7 working days for the account to go live while the welcome email says I would be contacted within 48 hours? We sought further information to confirm this was you, but sadly didn't get a response. We are really sorry that you have had bad luck with vehicle condition, although we must contest the notion that they are 'generally broken.' Clearly you then had trouble locating your replacement car, which unsurprisingly only added to your frustration - we do hope the driving credit was of some benefit. Most customer complaints center on the company’s inability to resolve various issues with cars and to rectify incorrect billing. the destination of your ride. Customer service representatives are available at this number Monday through Friday from 9:00 a.m. to 5:00 p.m. EST. We’ve provided some common queries below for some extra insight. We will always cover the cost of any extra time taken to park, but apologies for this occurrence - it really should be a rarity! Utterly useless. If your appeal is successful then the fee we are obliged to pass on as the vehicle owner, will be refunded. VAT Registration No - 832428339 Registered Office - Avis Budget House, Park Road, Bracknell RG12 2EW. Another car parked in the zip car space. First PCN was attached to email, letter dated 2nd of feb....I received first notification email of this 2nd of March!!! We understand in your case, when the conversation did happen, that a suitable new van could not be agreed upon at short notice, which is really regrettable. They can take what they want out of your bank and get away with it. When i reported the issue on the phone they told me the charge is £150 and 3 weeks later they send me another email saying that they are charging me an extra £114... absurd charges! Apparently they sent this on to the issuing authority, however after following up after not hearing anything for 2 months, Zipcar then proceed to say that in order to appeal they need to transfer liability to me which they can't???? I totally get that it is my responsibility but quoting me an astronomical amount where their support page says that if that happens the cost is £75 + cost of labour and labour. As with many of these new & exciting services, there are a lot of questions from new and existing users alike. UPDATE; Zipcar replied to this review without addressing their behaviour in not helping their customers who are financially struggling. The PCN was issued for parking the car in its designated Zipcar bay but Zipcar offered me no opportunity to dispute or even to pay the fine at the reduced early rate. Hi Ryan, we really appreciate your loyalty and support over the years. It’s now the 9th of March and I’ve had no correspondence from the council. Or, an alternative Zipcar customer care number you can use is 1-309-229-5010. THEN I realised £80.00 was taken from my account from ZIPCAR. These are available to try to find the answer to a question that others have had. The number you can use to reach them is quite memorable: 1‑866‑4ZIPCAR (1-866-494-7227). That said, we can't allow members to keep using the service while payments are outstanding. Shame as Zipcar is such a great idea. © 2021 Trustpilot A/S. They not receive customers or handle local customer complaints and concerns. The most convenient Zipcar contact method? While the company strives to satisfy every customer by resolving matters in a timely manner, raised on phone or in person.[divider]. We can therefore only say that we have to take account security very seriously both for your benefit and ours - and sometimes it can take a few days for such matters to be resolved. We appealed the PCN on your behalf as the vehicle owners, but regretfully the violation was upheld on this occasion. The customer is telling the truth, and Zipcar gives him the benefit of the doubt. Or, an alternative Zipcar customer care number you can use is 1-309-229-5010. Since 2004, it has doubled its membership base with current 10,000 new members joining Zipcar each … Thought Zipcar was an innovative idea for people in central London who do not own cars. Zipcar provides automobile reservations to its members, billable by the minute, hour or day; members may have to pay a monthly or annual membership fee in addition to car reservations charges. You too could become a member of this innovative car sharing club and have access to the Zipcars in your city in just a matter of minutes. Just avoid them. All rights reserved. The van I used that evening had a load of plasterboard dust and rubble that I had to sweep out of it. Terrible security. If you are a Zipster in Boston, you will have to find another close office to talk to a local customer service agent. They are slow, communication is non-existent. The service offers round-the-clock car sharing service. I'm sure this is all buried in their Ts&Cs but what this amounts to is terrible customer service. We will contact you privately to establish your application email address. Zipcar was founded in 2000 by two Cambridge (Massachusetts) residents. Please be warned as these situations may be highly damaging to an individual and are very stress inducing which in these times in really not needed!! Zipcar had positioned its service as a low-cost alternative to car rental and ownership. One star is much too much for this sorry excuse for a rental company.Was meant to be moving flat last Saturday, and had a van booked for 10AM. The same car has been parked in other residents' spaces on the estate. Absolutely not worth being with long term, was a joy for about a year and then they try to get what they can from you. Hi Helen, we’re so sorry you received a parking ticket, issued by a local authority. These include leaving a message on their website and contacting via phone or email to get personalized service from a customer service representative. On the reservations menu, you can choose to search locations, pick the current location, or select from the suggested local office locations. It is not uncommon for offices in busy cities such as New York and Washington DC to operate on Saturday. When trying to negotiate with Zipcar was told that monthly instalments for payment was impossible. Advised by a much more friendly adviser in a different team to send an email query onto the uk violations team but from the looks of this forum they don’t seem to be dealing with this queries in any sort of constructive or fair manner. We have also increased the frequency and intensity of our vehicle cleaning at this time (zipcar.com/en-gb/blog/COVID-19), so we really hope you will give us a chance to prove ourselves all over again to you. We hope this proves the case as we don't profit from violation fees - not even covering our costs. I sent so many emails but no responded to any of my email since 1 December 2020 (when money was taken from account). The company’s head office is located at 35 Thomson Place, Fort Point, Boston Massachusetts. Did you reserve a car and when you picked it up it was not in a good enough state to make your ride enjoyable and have to collect a new one at the nearest office? Zipcar (UK) Ltd - Registration No. Reserving my Zipcar Reserving a Vehicle ; Amending my Reservation ; Cancelling my Reservation ; Zipcar's Community Rules; Driving Costs Included in my Reservation ; Ending my Reservation ; Low … Get going with Zipcar Book All about your bookings Drive Your Zipcar trips My Account & More Profile, settings, preferences and more Internal Help Center. At this stage we are aware that you wish to pursue quite considerable financial compensation, and as this is something we can't agree to, we await your formal approach to the address provided privately. Don’t treat you as a customer let alone a human and see you as just a number adding to their income. Zipcar (UK) Limited | Registered office: Avis Budget House, Park Road, Bracknell, RG12 2EW | Registered in England (Reg #: 04525217) × Recently, it had expanded its vehicle fleet to include luxury cars and SUVs. Service is great but have account has been compromised 4 times now. I used Zipcar very occasionally until they served me up with a full price PCN 2 months after it was issued and deducted the money automatically from my account. We do hope your appeal process will prove successful in the end. Only the latest review will count in the company's TrustScore. Step 1: make a list of known or imagined problems a customer may face. Jokes aside, let’s explore how I might approach designing my service to ensure customers derive benefits and not losses as a result of using it. Couldn't recommend less. You must be a member of the platform and would have to use your Zipcard to get into the car. There is usually good availability, the cars are reasonably well maintained and the customer service team are helpful. So now I cannot appeal my ticket??? The company frequently asks Zipsters to collect cars at their local offices in these cases. I've called more than 4 times and received no call backs albeit I've been told I will have a call back "within 48h" every time. The average wait time that you may be kept on hold is 3 minutes. Zip car rebooked me another car I had to walk 20mins to my next destination!!!! Ultimately, the local issuing authorities determine when liability transfer requests are possible or not. Although there are still many customer complaints revolving around the inability to reach customer service, this tact is largely responsible for the company’s improving ratings. It looks like you have had further correspondence back and forth with our Risk team now, which should have provided some reassurance. You would have to wait to contact them during the normal office work hours between 9 am and 5 pm Monday to Friday excluding public holidays. One of the best things about this convenient service? I have never hated my experience with a company this much. To make matters worse, should this go further, my credit score may be affected which is is absolutely unacceptable. It does sound like you have been through a rotten run of finding vehicles left in an unfavourable condition, for which we really apologise. Or maybe you just want face-to-face help. This means that you can reserve and drive a car at any time 24 hours a day 7 days a week. Zipcar is an American car-sharing company and a subsidiary of Avis Budget Group. and instead focused on preventing customer problems rather than wait to fix them. Hi Sean, we must stress that the Zipcar systems storing your credentials have never been compromised. You are able to look up offices near you via the smartphone app, and you can be driving in no time. The quickest route is to search our Help Centre for an answer. Sign in to your Zipcar account; Submit your request to close your account; Before closing your account, you should know: Your account will be set to close at the end of the day. Zipcar provides customer service by email and also by phone. Great until something goes wrong.. Rude, unhelpful, expensive and generally broken or filthy. That said, we're sorry if the final charge for this seemed extreme, and it sounds like we can do a much better job on our communication to better manage expectations. So you should expect an automated email acknowledging the receipt of your email within a few minutes. Wanted to appeal as believe I had grounds to, so sent Zipcar a detailed note with my appeal on it. This has grave consequences as Bailiffs may be sent to my house to recover now 180 pounds as Zipcar staff are simply not doing anything about my emails. Booked car wasn’t there, called and was told it was on way back 25 mins later I had to call zip car back they told me car was still miles away. As for the second PCN they just charged my account (for the same sort of PCN)?! Received a parking ticket for parking in a non-labelled 'business bay' after I dropped the car off and didn't find out about it until Zipcar took £145 from my account. Perhaps the car you reserved is not to your liking. Hi Ollie, we are really sorry that your moving plans were so disrupted. 3. Zipcar responded by saying the bay was suspended and the fine was for parking in the suspended bay - zipcar claimed the bay suspension notice was included in my reservation email. Spoke to someone very rude in the accounts department on two occasions who gave me wrong information (lucky those conversations are recorded but he actually accused me of lying!). Have been receiving awful customer service from Zipcar and has been a comfort to see so many similar stories on this forum. People use Zipcar.co.uk for commuting, the school run, their weekly grocery shopping, weekend getaways, staycations and the occasional trip out of town. The actual response from a customer service representative may take anywhere from a few hours to a few days. |Sign in! Competitions; You can keep even more money in your wallet when you take part in Zipcar's online competitions. I’ve been a loyal Zipcar customer for at least 6-7 years and have been their biggest fan and promoter until the last the last 6 months or so when I have regularly booked a car that is dirty and unkept, I have brought these issues to their attention only to receive a generic apology letter and confirmation they will be addressing the issue, however, so far there has been no real improvement, they have really let their standards slip and the service is not what it used to be. Hi Jackie, we're really sorry to hear about the issues you have faced. Reviews from Zipcar employees about Zipcar culture, salaries, benefits, work-life balance, management, job security, and more. However, not the case at all especially in the wrong hands. The company recommends that you send them an email using their support email:  [email protected]. Received two PCN’s through via email from Zipcar. It provides cars by the hour or by the day to more than 325,000 members and 6500 vehicles in 50 cities in the U.S., Vancouver, Toronto and London . To be clear, we don't make a penny on such incidents - this is actually cost price as its a mobile key coding service - different to a 'standard car' key replacement. Hi James, the only person with your name to ask for cancellation recently had their email request granted and processed within 24 hours. Took me two hours until I eventually gave up. Take an Uber wherever you're going instead. There was another renter waiting who I apologise to and was fine with no problems? Read in full, before you try for yourself. When this service was still new in the market and was trying to make its presence felt, it was plagued by bad online reviews especially pertaining to customer service. Unfortunately, these are not round-the-clock service numbers. I was instructed to endlessly drive around London until I found a council pay and display. Surely this is illegal for a car rental company?? The prices on an hourly-basis are quite low and attractive for customers.Every reservation includes 125 free … I will never use them again and I will tell everyone I know NEVER to use them. I feel this company is gradually going downhill after outsourcing the customer service department to another country. I wish there was a zero star option. It has at least one office that receives customers in every major city the company operates. They can only be used to contact them between 9 am and 5 pm EST Monday to Friday excluding public holidays. We reached out privately to try and get your account information in order to investigate, but sadly we didn't get a reply. I’ve had a Zipvan die on me on the motorway (the clutch gave out) too. You would have to check whether they are open before deciding to pay them a visit, though.[divider]. DISGRACEFUL company. I received an email at 11:30 on the Friday night telling me that the van had been taken off the road for some unnamed reason.They were unable to find me another van and while trying to sort out another van over the phone the phone line went dead. Please understand, we don't profit in any way from parking charges imposed by local authorities, and we try to be reasonable about all balances due. Hi Martin, we absolutely are open for new business! At times, you may just want to talk to a customer service agent to congratulate the company on an excellent service. Zip car is an absolute disgrace of a company and the audacity to deduct money from someones account without their consent is a national disgrace. We are really sorry that our communication fell well short of expectations here though. When you have an issue that is not very urgent? Already have a Zipcar account? I want my money back as I have every right to appeal the decision and my life was in danger whilst driving which is why I had to swerve into a bus lane and this despicable company informed me 8 weeks after the incident and also took my money. A late fee for a car that stopped working. Examples include unverifiable account details, or when a customer has to pick a Zipcard in person. I signed up to Zipcar UK about 2 weeks ago and am still waiting for the application to be processed. £3500 Driving Credit will be applied to a Customer’s Zipcar for Business account, when the Customer pays £3500 to Zipcar. Apologies for the delay - we'll get this sorted out for you. Read 76 customer reviews of the ZipCar www.zipcar.co.uk & compare with other Car Share at Review Centre: Page 3 ... all Zipcar reviews in United Kingdom (17 reviews) all Zipcar reviews worldwide (96 reviews) Claimed Profile. Ridiculous this company. Another common one is if your new user Zipcar promo code isn’t working for some reason. I do not recommend anyone to use these and I will be plastering this review across all social platforms because ZIP CAR IS A DISGRACE TO THE UK!!!! AVOID. Full disclosures, Lyft Promo Codes for Existing Users Guide, Uber Promo Codes for Existing Users Guide. According to GetHuman, the average wait time when contacting Zipcar customer service via phone is 15 minutes. This email address does not support instant messaging or chats.[divider]. Eleven were sent, each amounting to £130 plus the £15 service charge (for each ticket), totalling more than £1,600. Are you still open for new business? You can talk to a customer service representative in person if you need to before driving off. Well, whatever your reasons, as a new customer or a prospective client, there are multiple Zipcar contact channels you can use to get a response and/or action. I called them and was told I would receive an email explaining why, I never did receive an email, then I called a week later to be told I went into a bus lane. Hi Callum, we agree that there are few things more frustrating that when somebody parks, unauthorised, in a bay allocated for a Zipcar vehicle you are using. I do appreciate that many of these things are beyond your control but something that isn’t is the manner in which your reps talk to customers, and it is often not good. Could have got a black cab a lot cheaper than the £54 charged ? Way past any opportunity to appeal or pay the reduced rate. The customer service team has no way of contact the violations team apart from by email..which they clearly don't monitor or are so poorly staffed that these take forever to read. However, if you do not find a satisfying answer and need urgent resolution, you can call customer service using the number 1‑866‑4ZIPCAR.[divider]. DREADFUL company. I complained but all I got was an automated response detailing their agreements with local councils. Agent knowledge base. Amazed how Zipcar charged me £35 extra for a £21 rental because I got stuck in traffic and was 9 mins late in returning the car? Pro Tip:  If you don’t want to wait for your Zipcard to come in the mail, you can pick it up at a Zipcar office instead! CALLED ZIPCAR to be told car was parked in a completely different area. We would like to fervently apologise for this. All is right in the world. They sat on the PCN for 2 months and then just debited the money on the same day they notified me by email. This morning I woke up to a notification that the ZIP Code tried to take £9.95 out of my account which was declined as I do not have the funds available I called ZipCar (at 7.42am on Sunday the 8th of November 2020) as soon as I got this notification and asked for any payments to stop the lady who named herself “Lucy” said she couldn’t help but the only thing I could do was agree to a waiver of … We again apologise for the inconvenience caused, and have said we will revisit our parking guidelines to add even greater clarity. Would you wish to talk or complain to someone about it? In case you didn't realize there was an alternative, the best phone number for Zipcar customer support is 866-494-7227. Reservation email clearly says no such thing - inform ZipCar of this and provide the email by way of evidence...6 weeks later still waiting for a response. Bank cancelled my card and now without any way of payment. Zipcar doesn't bill someone who doesn't deserve it, and the customer, feeling justice was done, probably even becomes a bigger supporter of Zipcar and tells his family and 200 Facebook friends what a great and fair company it is. Hi Jenn, that sounds like a really unfortunate moment! Our car club bay was suspended without prior warning to us in this case, which led to confusion, but that should never have become your problem. When this happens we do our best to find a workable alternative, and contact members urgently, although at 11.30pm we email rather than call. What if it’s an issue that a customer service agent must resolve? Looking for a rental car? Taking to the small claims court - see you there!! It has redefined the way the present generation perceives alternate transportation and strong focus on the need for environment conversation. plate GD17 ELH) constantly honking at midnight, 2 nights in a row. Wish I could put 0 stars - TERRIBLE company. We frequently close accounts of members who don't respect the wider community so please don't think we take such reports lightly. We are unable to provide a partial or full refund of any damage fee waiver or membership fees after the first 30 days. However, the company changed tact. It's been over 4 weeks now and Zipcar is still not responding with any level of detail to my emails. First and last time I use these as it’s a total rip off? Do you agree with Zipcar UK's TrustScore? Zipcar is not worth the time or money. Some customers have serious problems that must be resolved in person. Contacting Zipcar - by phone or otherwise. Just call 020 3004 7815 or email newmembers@zipcar.co.uk to register your partner. This is a monitored email address dedicated to resolving customer concerns. This morning I woke up to a notification that the ZIP Code tried to take £9.95 out of my account which was declined as I do not have the funds available I called ZipCar (at 7.42am on Sunday the 8th of November 2020) as soon as I got this notification and asked for any payments to stop the lady who named herself “Lucy” said she couldn’t help but the only thing I could do was agree to a waiver of … Perhaps you could not find the right kind of car you wish to use at your local parking spot and must pick one up at the office? Yet ZIPCAR continue emailing me re: £6 monthly fee but cannot respond to the information I requested. Today, it is the world’s leader in car-sharing. Typically, though, you can reach a human agent on the first ring. No explanation as to why they charged me this way instead but again no opportunity to appeal. I've been with Zipcar for 5 years or so, I've received 2 PCNs for parking in wrong places and paid those without any questions (albeit, I had to pay the higher amount as zipcar took months to send the ticket to me)I have received a PCN for driving on a road which was apparently closed (there were cars coming and going, construction was obscuring signs, regardless, no real damage was done). Very bad customer service, waiting 3 days to unlock my account. Can I use the smartphone app to find a Zipcar location near me? Try Enterprise Car Club instead. Zero stars.Took £145 out of my account for a PCN. Zero stars - taking to small claims court. Not a good advert for the service. Always the same “reset your password” each time amounts of $150 is attempted to be taken. You can tap the top search result to find the closest office or parking spot using GPS or you can press search to find another location close to a different location e.g.