Obtained by CNNĪnd when things go wrong, customers interviewed by CNN Business say they rarely can get in touch with Zipcar customer support, even after waiting hours on the phone. Some customers have had to scramble to get alternative transportation and were left in what they felt were unsafe situations, such as being stranded far from home without a way to get around.Ī Zipcar customer shared this photo of a recent rental in which the low tire pressure and maintenance indicator lights were both active. Zipcar apologized for the shortcomings in a statement to CNN Business and said it’s taking steps to improve the service. They said that the car-sharing service’s quality had deteriorated in recent months, and that some cars are especially dirty, or not even available when members arrive for reserved rentals, a trend they say has worsened since the pandemic. Everyone arrived home at about 2 a.m., according to Plucinik.ĬNN Business reached out to dozens of people like Plucinik who had mentioned the car-sharing service on social media platforms this year, and spoke with 16 customers, most of whom were satisfied until recently.
She drove with her boyfriend to pick them up. No response, he said.Īfter 90 minutes on hold with Zipcar customer service, Plucinik said he gave up and called his ex-wife. He says he tried Zipcar on email and Instagram. Plucinik said he tried calling Zipcar customer support. Dennis Plucinik had finished filling up his Zipcar at a New York gas station the night of July 5 when his holiday weekend unraveled.įar from home, with his daughter and girlfriend looking on, Plucinik said he tried in vain to get the SUV to start.
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