“We are thrilled to be able to offer Honda Fit EVs to our members in the Los Angeles area through Zipcar’s program with Honda,” said Jeff Shields, general manager, Zipcar Los Angeles. Through the program, Zipcar is planning to add additional Honda EVs into the company’s fleet over the course of this year. The agreement between Honda and Zipcar gives Zipcar members increased access to Honda’s most technologically advanced, lowest emission vehicles, making an already transformational service even more sustainable. The addition of the new electric vehicles in Los Angeles comes as a result of the program announced by Honda and Zipcar in April 2012, through which Honda became a Zipcar preferred vehicle manufacturer with a focus on hybrid and electric vehicles. Our positive Net Promoter Score maintains that we continue to deliver on that value,' spokeswoman Lindsay Wester said, referring to an internal metric used by some companies to determine if users would recommend their service.Zipcar, Inc., the world’s leading car sharing network, with the support of Los Angeles City Councilmember Eric Garcetti, today announced the introduction of 2013 Honda Fit EV battery electric vehicles (BEV) into the Zipcar Los Angeles fleet. 'Since inception, Zipcar’s core value is to obsess about the member experience. Zipcar will fine users who return a car late, dirty, or damaged, but the next customer often must call Zipcar's customer service hotline to resolve these issues. 'Were these the fault of Zipcar? Obviously not but I wonder if the offenders and warned or penalized in anyway? Probably not as I still have to deal with nonsense three quarters of the time I get a car.' And one lowlife who did not return the car and stuck us without one,' one commenter on Yelp recently wrote. 'Most of issues have been with dirty car interiors, gas tanks that were on fumes and cars that reeked of smoke (Two Varieties). Zipcar often only learns about an issue with one of their cars when the next customer calls to complain, while other overgrown 'sharing economy' businesses like Airbnb or Lyft rely on peer rating systems to police users. And that means there are bound to be plenty of late arrivals and damaged or dirty cars, and none of the usual turnaround inspection and service between each rental. The flaw that has so many customers complaining is that - unlike traditional outfits like Hertz - there's nobody checking to be sure that customers lived up to that promise. If you take a car, you're expected to return it on time, clean, and with at least a quarter tank of gas. Keys are left in the car and access is granted through a card.īut for this to work, there needs to be an honor system among customers.

Customers can rent cars for any amount of time - as little as one hour - and then return the car to the original location.

Zipcar works by providing rentals at designated parking spaces. Business Insider contacted several Zipcar users who had complained about their experience on social media, and they related frustrations with a key part of the company's customer service. The Better Business Bureau gives Zipcar a D- rating for customer service, citing the company's failure to respond to about one quarter of the total number of complaints filed against them. As a pioneer of the rapidly-expanding 'sharing economy,' Zipcar also illustrates difficulties of growing that business model.

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