Comments on: Zipcar Listens to Customers http://chelpixie.com/2008/01/13/zipcar-listens-to-customers/ Saving small business owners' sanity since 2007. Fri, 30 Dec 2011 04:52:55 +0000 hourly 1 http://wordpress.org/?v=3.3 By: Anonymous http://chelpixie.com/2008/01/13/zipcar-listens-to-customers/#comment-951 Anonymous Fri, 13 May 2011 02:29:00 +0000 http://chelpixie.com/blog/2008/01/13/zipcar-listens-to-customers/#comment-951  it is well done by the company because they do really care for their customers especially if there is a complaint from customers..  it is well done by the company because they do really care for their customers especially if there is a complaint from customers..

]]> By: Aybours http://chelpixie.com/2008/01/13/zipcar-listens-to-customers/#comment-943 Aybours Sun, 13 Mar 2011 09:58:00 +0000 http://chelpixie.com/blog/2008/01/13/zipcar-listens-to-customers/#comment-943 http://shameonyouzipcar.blogspot.com/ On December 15th, 2010 I rented Makeup, a Mazda for an hour and a half. While driving from the Mission District I got caught in heavy traffic around 5-5.30pm. I stopped at the traffic behind a BMW X5. Thinking the lights were about to turn green soon, I gradually took my feet of the brake pedal and softly touched the back of her car bumper. Instantly I pulled the car back and got out to inspect the situation. Like any responsible driver, I gave her my driving and insurance information. Both drivers made a thorough check on the cars. There were no signs of damage to either of the vehicle which did not warrant for a call to the police. A picture of the back of the BMW was taken before I drove off to record the incident and to provide an alibi for myself.(see the pic) I returned the car early and neither myself nor the subsequent drivers that rented Makeup, could tell the damage, that Zipcar team is accusing me of occurred during my rental period. Around a month after that fateful second rental I received an email from Zipcar accusing me of damaging the car and I was subsequently charged a $1953.33 fee for the damage. It is appalling customer service to be accused of doing something I clearly didn’t do. This whole experience soured my view of Zipcar's sharing concept by highlighting a serious flaw in their system. Zipcar lives on the street or in a public car park and the person renting it is responsible for any damage that occurs to the vehicle until the next person takes the car. Unlike a traditional car rental company, there is no employee to check the car when you return it. The car just sits unattended in a public car park where anyone can damage it after it has been returned and the last person to use the car gets the blame. In all unfairness Zipcar is slapping me with the responsibility of the repair store charges which has no absolute relation to the above account of the incident. I have been totally cooperative and helpful in resolving this issue and hope that they will contact me soon and fix this issue because it has been already couple of months. They are making me wait and see what damage the other had. Since i have a pic of her car, what they are trying to do !???? i will never ever use zipcar again. Best Regards N. Aybars Turan http://shameonyouzipcar.blogspot.com/
On December 15th, 2010 I rented Makeup, a Mazda for an hour and a half. While driving from the Mission District I got caught in heavy traffic around 5-5.30pm. I stopped at the traffic behind a BMW X5. Thinking the lights were about to turn green soon, I gradually took my feet of the brake pedal and softly touched the back of her car bumper. Instantly I pulled the car back and got out to inspect the situation. Like any responsible driver, I gave her my driving and insurance information. Both drivers made a thorough check on the cars. There were no signs of damage to either of the vehicle which did not warrant for a call to the police. A picture of the back of the BMW was taken before I drove off to record the incident and to provide an alibi for myself.(see the pic)

I returned the car early and neither myself nor the subsequent drivers that rented Makeup, could tell the damage, that Zipcar team is accusing me of occurred during my rental period.

Around a month after that fateful second rental I received an email from Zipcar accusing me of damaging the car and I was subsequently charged a $1953.33 fee for the damage. It is appalling customer service to be accused of doing something I clearly didn’t do.

This whole experience soured my view of Zipcar’s sharing concept by highlighting a serious flaw in their system. Zipcar lives on the street or in a public car park and the person renting it is responsible for any damage that occurs to the vehicle until the next person takes the car. Unlike a traditional car rental company, there is no employee to check the car when you return it. The car just sits unattended in a public car park where anyone can damage it after it has been returned and the last person to use the car gets the blame.

In all unfairness Zipcar is slapping me with the responsibility of the repair store charges which has no absolute relation to the above account of the incident. I have been totally cooperative and helpful in resolving this issue and hope that they will contact me soon and fix this issue because it has been already couple of months. They are making me wait and see what damage the other had. Since i have a pic of her car, what they are trying to do !???? i will never ever use zipcar again.

Best Regards
N. Aybars Turan

]]> By: Cassie Lopez http://chelpixie.com/2008/01/13/zipcar-listens-to-customers/#comment-941 Cassie Lopez Tue, 08 Mar 2011 08:18:00 +0000 http://chelpixie.com/blog/2008/01/13/zipcar-listens-to-customers/#comment-941 Good to know you have warned us here about that. I think the key to success in every service business is to ensure the satisfaction of each client. I'm kinda not used to their idea of responding to their customer. I don't want to say anything absurd to them as I don't have any idea on them. I was just hoping that each people who would be able to read your post should be more mindful enough. Listening to the clamor of the people is the main key to last long in that kind of business. Cassie Lopez Wheels For Wishes <a href="http://www.wheelsforwishes.org" rel="nofollow"> Car Donation </a> Good to know you have warned us here about that. I think the key to success in every service business is to ensure the satisfaction of each client. I’m kinda not used to their idea of responding to their customer. I don’t want to say anything absurd to them as I don’t have any idea on them. I was just hoping that each people who would be able to read your post should be more mindful enough. Listening to the clamor of the people is the main key to last long in that kind of business.

Cassie Lopez
Wheels For Wishes
Car Donation

]]> By: Onplaine http://chelpixie.com/2008/01/13/zipcar-listens-to-customers/#comment-940 Onplaine Sat, 12 Feb 2011 17:27:00 +0000 http://chelpixie.com/blog/2008/01/13/zipcar-listens-to-customers/#comment-940 I tried opening a personal account online last night but could not. Today I called and was told by a customer service that ZIp-car has a known issue with some browsers, and that if I used a different one it would work. At that time I asked which browser works best... she, customer serv., had no answer...! I tried opening a personal account online last night but could not. Today I called and was told by a customer service that ZIp-car has a known issue with some browsers, and that if I used a different one it would work.
At that time I asked which browser works best… she, customer serv., had no answer…!

]]> By: Car Donation http://chelpixie.com/2008/01/13/zipcar-listens-to-customers/#comment-828 Car Donation Sat, 01 Nov 2008 01:32:16 +0000 http://chelpixie.com/blog/2008/01/13/zipcar-listens-to-customers/#comment-828 zip car people how then take care <br>of customers nice artical what they experimented zip car people how then take care
of customers nice artical what they experimented

]]> By: Car Donation http://chelpixie.com/2008/01/13/zipcar-listens-to-customers/#comment-555 Car Donation Fri, 31 Oct 2008 21:32:16 +0000 http://chelpixie.com/blog/2008/01/13/zipcar-listens-to-customers/#comment-555 zip car people how then take care <br>of customers nice artical what they experimented zip car people how then take care
of customers nice artical what they experimented

]]> By: Diana http://chelpixie.com/2008/01/13/zipcar-listens-to-customers/#comment-389 Diana Tue, 11 Mar 2008 14:55:37 +0000 http://chelpixie.com/blog/2008/01/13/zipcar-listens-to-customers/#comment-389 I am glad that you got your money back, however, it seems that you wasted a lot of your personal time too, and they didn't compensate you for that. I think that it shouldn't take you writing to a senior exec to get an issue resolved. I used to work for Enterprise and we had a 1 call resolution policy, meaning that a customer didn't need to make more than one call to get an issue resolved. It was great, it made the customers very happy and it empowered the employees, resulting in it being the #1 Rental Company in the States. That's what it takes. And even though I do understand that issues occur, it is the way they are handled that makes the difference. I have had my share of problems with Zipcar, but would not be about to cancel my membership had those issues been resolved in a customer friendly manner. The people on the phone sound like miserable people with miserable lives; it makes me sad. I am glad that you got your money back, however, it seems that you wasted a lot of your personal time too, and they didn’t compensate you for that. I think that it shouldn’t take you writing to a senior exec to get an issue resolved. I used to work for Enterprise and we had a 1 call resolution policy, meaning that a customer didn’t need to make more than one call to get an issue resolved. It was great, it made the customers very happy and it empowered the employees, resulting in it being the #1 Rental Company in the States. That’s what it takes. And even though I do understand that issues occur, it is the way they are handled that makes the difference. I have had my share of problems with Zipcar, but would not be about to cancel my membership had those issues been resolved in a customer friendly manner. The people on the phone sound like miserable people with miserable lives; it makes me sad.

]]> By: chelpixie http://chelpixie.com/2008/01/13/zipcar-listens-to-customers/#comment-286 chelpixie Tue, 15 Jan 2008 13:59:20 +0000 http://chelpixie.com/blog/2008/01/13/zipcar-listens-to-customers/#comment-286 Alan, Anonymous, I'm sorry to hear that others have had horrible experiences with Zipcar. I can only speak for my own. -Chel Alan, Anonymous,

I’m sorry to hear that others have had horrible experiences with Zipcar. I can only speak for my own.

-Chel

]]> By: Anonymous http://chelpixie.com/2008/01/13/zipcar-listens-to-customers/#comment-242 Anonymous Sun, 13 Jan 2008 20:16:37 +0000 http://chelpixie.com/blog/2008/01/13/zipcar-listens-to-customers/#comment-242 http://carpundit.typepad.com/carpundit/2005/04/zipcar_a_review.html These people have some horror stories that would convince me never to use Zipcar. http://carpundit.typepad.com/carpundit/2005/04/zipcar_a_review.html

These people have some horror stories that would convince me never to use Zipcar.

]]> By: Alan Wilensky http://chelpixie.com/2008/01/13/zipcar-listens-to-customers/#comment-240 Alan Wilensky Sun, 13 Jan 2008 18:02:02 +0000 http://chelpixie.com/blog/2008/01/13/zipcar-listens-to-customers/#comment-240 Zipcar has not been so honest with people on the peninsula south of SF. The SF Zip car office has repeatedly lied to small business customers about the pending availability of cars south of the city. Several emails and letters to the Zipcar headquarters in MA have led to nothing. One VP at Zipcar told me to 'let the issue go'. I finally got an employee at the SF office to admit that the company advises its field office employees to say anything to get the signup. It's a good service run by bad people at the top. Zipcar has not been so honest with people on the peninsula south of SF.

The SF Zip car office has repeatedly lied to small business customers about the pending availability of cars south of the city. Several emails and letters to the Zipcar headquarters in MA have led to nothing. One VP at Zipcar told me to ‘let the issue go’.

I finally got an employee at the SF office to admit that the company advises its field office employees to say anything to get the signup.

It’s a good service run by bad people at the top.

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