Zipcar i New York

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  David Ross

  :: 06 May 2018 13:14:47

  Today, Sunday May 6, 2018 I rented a car that was at a Jay St Brooklyn location. As I made my way there, I got a call saying that the person with the car was going to be more than one hour late. I was told they would have to change my reservation and send me to different location To be perfectly clear, this did NOT bother me. I understand you do not have control over someone returning a car late. It is what happened afterwards that has me disgusted and alarmed by how your company does business The first clue something was wrong was that your representative told me the car I would pick up as replacement was in a garage on Henry between Pineapple and Orange. This is next to my house; why did I not see this car when I first made my reservation? I arrived to find out the car in question did not have a working scanner. The manager of the garage claimed the car had been broken for quite some time. This logically leaves two options. First, your company does not have the technology to know you were sending me to "pick up" a broken car? A car though that your web site did NOT list as available? Or, the second option, the representative knowingly sent me on a wild goose chase to pick up a broken car..... I obviously called ZIP CAR again, I asked to be give the other car I was standing in front of. The representative I was speaking to first told me that car was reserved for another person. I told them that you had already bumped me once, I WAS HOLDING A SMALL CHILD IN MY ARMS, they should move that person and give me the car. The representative refused, so I demanded a supervisor and got "Ricky". Ricky again told me the car was reserved. I AGAIN pointed out that I had already been rerouted once, I WAS HOLDING A SMALL CHILD IN MY ARMS and the correct thing was to give me the other car at Clark street. "Ricky" then changed his story. That car was also broken. A lot of people don't pay attention to details. I am NOT one of those people. 5 minutes ago the car was reserved, now it's broken? It is one thing to get the run around, but to be lied to blatantly is quite another. "Ricky" wanted to send me to a third location, far away, after having been already redirected once. Honestly, at this point I did not trust Ricky. At this point I DID NOT TRUST ZIP CAR. I demanded a refund but also suggested that the entire process had been handled ar bare minimum poorly. I returned home, and with such a bad taste in my mouth, I called and spoke to supervisor "Omar". I told him that (1) either your systems can't prevent you from sending a customer from picking up a broken car or (2) I was purposely redirected to a complete waste of my time. I suggested to Omar that I do NOT believe a large company like ZIP CAR does not have the proper software to prevent this. And then added that clearly at the very least "Ricky" had lied to me. Of course, "Omar" had very little to say. I continued that either your procedures are severely flawed or representatives treated me in the worst way possible. I suggested to Omar that a story about a father carrying his small child around Brooklyn while getting the run around from a large corporation would make interesting news, and a family member works for the NY POST. And if you purposely sent me to a garage where you knew there were no available cars this might be something for the State Attorney General. I will be sending this by certified mail to your corporate offices.