As the sharing economy matures, players like Zipcar are getting schooled in the fine art of customer service.
The Avis-owned car-sharing pioneer has been hounded by online consumer complaints even as it aggressively expands its fleet and locations.
In New York, San Francisco and Washington, D.C., customers have taken to Yelp to gripe about dirty cars, rude reps, unreturned emails, last-minute changes and overall lousy service. “Boy, am I disappointed by Zipcar. Why is it that the once-wonder child of the sharing economy has now fallen from grace?” Hayley M. of San Francisco wrote Aug. 2. In New York, 10 of 13 recent Yelp reviews of Zipcar were negative.
Zipcar is not alone. Two-year-old Hertz On Demand has been