I have been on the fence about Zipcar ever sense they opened their doors to eco-sensitive drivers like myself. Besides having the option to drive a hybrid, I loved the idea that I was sharing a car with a stranger, and that our time spent sharing a car would positively affect the environment as well as each other. Knowing we are in this deal together, making mindful choices for the environment and more importantly for ourselves.
BUT I had some serious reservations when I learned about the costs associated with renting a Zipcar. The owners of Zipcar attest that these exorbitantly high fees they charge their customers are associated with the huge costs they absorbed while purchasing the cars to start the business. I know this company has not only broken even, they are profitable. So what fees are they passing off to their customer base now? These high rental fees are about 48% premium of that of Enterprise. What further disturbed me about Zipcar was their customer service. You can always tell when a customer service team is overlooked and underpaid. Anytime I call retail companies like Smith and Hawken, I am always struck by the grounded, open and mindful voices I hear on the other end of the phone. What does this tell me? It tells me management is doing something right.
I recently spoke with a customer service agent about a charge on my credit card for $178 for a two-day rental in which I canceled within 24 hours. But did you know you get charged if you don’t cancel your reservation within their VERY tight window? I bet you didn’t, because like myself, I didn’t take the time to read their rules and regulations in fine print letting me know that I would be charged for a canceled reservation "within 24 hours". Maybe my cancellation got carried over to the next day and was more like 25 hours, hence the reason for the charge.
Here’s what is says on their website, after three clicks to actually find it "for reservations less than 8 hours long, you've got until 3 hours before the start of your reservation. For reservations 8 hours or longer, you've got to do it at least 24 hours in advance. If you don't cancel or shorten your reservation with the required advanced notice, you will be charged the full amount of the reservation."
What upset me the most about my reservations with Zipcar and their PR campaign was the conversation I had with one of their customer service agents about my frustrations with an almost $200 charge on my credit card for a no rental, mere robbery. I suggested she share my opinion about the community based car service to management that they should be more forthcoming and transparent about their terms and conditions and be more mindful about their intentionality with their business policies. The customer service agent replied, well this is a business and my opinion doesn’t matter. GASP!
For the sake of a sustainable car company such as Zip car, I was surprised that they would bring someone on to their team with that kind of mindset. What kind of intentions are these owners sending out not only to their customer base but also to their own kind? This movement of sustainability is a paradigm shift in consciousness, that ALL opinions matter and business is not just about making money but also about transforming who we are, how we perceive ourselves so that our perception of the exterior changes and shifts for the better. Her opinion did matter, and if the owners had an open door policy and welcomed customer service opinions, I am sure Zipcar would have the opportunity to be perceived as a respectable and transparent corporation helping to make a shift in the way we as consumers interact with corporations.
I have had lots of problems with these guys. Its too expensive and I don’t like the intentions they are sending out. I would stick with Enterprise until another car-sharing service can offer their services with a much broader, community based, eco-driven idealism.
Some things you should know about if you decide to stick with Zipcar.
Because they don’t offer insurance, if anything happens, make sure you know about their deductible of $500.
What fees do I need to know about?
No one likes to talk about fees and fines, but they're a "must" to keep this whole car sharing thing running smoothly. We hope you never have to fork over cash for these things...
Late Return Fee $50 per hour (up to a maximum of $150), plus the vehicle usage charges
Low Gas Fee $20 if you return a vehicle with less than 1/4 tank of gas
Zipcard Replacement $15 to replace a lost Zipcard
Ignition Key Replacement This key is supposed to stay in the vehicle, attached to the cord on the steering column, at all times. If you lose the key, the replacement fee is $75 plus costs for materials and labor.
Reservation Changes There is no charge for extending a reservation. There is also no charge if you cancel or shorten your reservation with the required advance notice. However, you will be charged the full amount for your reservation if you do not give the required advance notice.
Personal Reservation Assistance $3.50 per call (Remember, it's free to use the automated phone system.)
Tickets/Violation Processing Fee You are also responsible for paying any parking tickets and moving violations incurred during your reservation. We charge a $20 processing fee for each ticket or violation that is not paid or appealed on time.
Other Violations $20 per violation, plus costs incurred by Zipcar anytime a visit to the vehicle is required (including visits due to smoking or pets in the vehicle)
