Zipcar sent CNN Business a statement Sunday evening, and said it would be increasing the number of call service agents by 50%, as well as adding hundreds of vehicles to its fleet. The email came a day after an inquiry from CNN Business regarding customer complaints. “We know it’s been frustrating for you, and please know that we will get to every request as quickly as possible.” Zhen said the company is working quickly to get its service back to full capacity. Zipcar president Tracey Zhen emailed customers Saturday afternoon and said Zipcar was disappointed that it hadn’t been there for its community in the way members deserve. Avis laid off or furloughed approximately 70% of its workforce, and sold off 35,000 vehicles in its fleet. Avis has said its businesses were off to a record start to 2020 before the Covid-19 pandemic decimated the rental car industry and triggered the bankruptcy of its rival Hertz. The rental car company Avis Budget Group bought Zipcar for $500 million in 2013, and Zipcar has since faced stiff competition from Uber and Lyft. Zipcar was founded in 2000 and quickly found a niche as a car ownership alternative in cities and on college campuses. Zipcar says users can request to cancel their memberships online, but customers told CNN Business they were unable to do so on the website, and had to call Zipcar’s customer support line. Some longtime customers who once viewed Zipcar as so reliable and efficient that it could be a stand-in for owning a car, now say they want to cancel their membership, but haven’t been able to because they find Zipcar is so hard to reach. 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. Please note it can take 2 - 3 business days to receive a response.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. Be sure to provide a clear explanation of your request, including images if relevant. Support is available from 8 am - 11 pm ET, 7 days a week.Ĭlick here to open a support ticket from the Help Center or select Contact Us at the top of this page to get in touch. You can send us a direct message on our social media accounts on Facebook, Twitter and Instagram and you will be connected with an agent who can assist you with your query. Chat support is available from 8 am - 11 pm ET, 7 days a week. If your query is not resolved, and you need further help, you will have the option to be connected with a support agent. You will be greeted by our helpful chatbot who will assist you instantly. You can reach our chat support option (if available in your market) in the Zipcar app by clicking Account and scrolling down and selecting Chat. For those in an active reservation, phone support is available 24 hours a day, otherwise phone support is available from 8 am - 11 pm ET, 7 days a week. If you are using the mobile app you can click on Account and select Call Zipcar. If you need help immediately, you can reach us on 866-4ZIPCAR (1-86) and speak with an agent. You can search the Help Center by clicking here or from within the mobile app by clicking Account and selecting Help Center. Here you will find answers to the most commonly asked questions as well as a wealth of information related to all things Zipcar. You can search the Zipcar Help Center 24 hours a day, 7 days a week. ![]() We want to provide you with the best support possible and there are a number of ways you can seek answers and reach us.
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