Over the last 6 months, I've noticed a marked reduction in the quality and safety of the cars in New York City. Leaky tires, soft brakes and mis-aligned steering, nearly all of the cars I've rented have some potentially hazerdous issues. Then there is collision damage which never seems to get fixed.

What's disturbing is that when checking the records in the glove compartment, I've seen that these issues have been noted for weeks or months with no attention to the matter. I have emailed customer service about each problem, as I notice them, but never get a response.

What can be done to assure the safety of the cars?

-- Anonymous, December 22, 2004

Answers

Ted, I don't know where you have been sending in your emails (hopefully to info@zipcar.com), but have you called Zipcar? (1-800-4ZIPCAR). I am really sorry to hear this sorry state of operations, as I have been a Boston member since 2000, and the vehicle condition has been very good here. (especially safety) This must be corrected promptly if Zipcar is to survive. Safety problems could quickly bankrupt the whole operation, in addition to putting members at risk.

-- Anonymous, December 28, 2004

Actually, I sent an email to ZipCar the same day I posted this on the BBS. So far, no response... Several months ago, I called about the problem, and was told I would receive a call back. Never happened.

-- Anonymous, December 28, 2004

Ted,

We do regularly maintain all our vehicles, and the New York Fleet has an ever-younger fleet as we add cars. We have noted a marked improvement in overall fleet condition.

I did track down your original complaint a few months ago and it was missed. I apologize for the lack of response.

In general, we keep track of our performance with respect to car condition three ways...through scheduled maintenance intervals, inspection by our staff and routine surveys of randomly selected drivers (about 100 per week) on this and other issues. We have also recetly improved our feedback loop on condition by permitting members to report condition conveniently over the phone system...

Again, I apologize for the lack of response. I assure you it does not indicate a lack of concern about these matters.

-- Anonymous, December 28, 2004

I've been a member since 2000 and I have found these communication deficiencies to be a chronic problem over the years.

I had a similar experience a while ago and when I called customer service it turned out that Zipcar knew about the issue and it was in the process of being dealt with -- apparently they don't bother to share this with the users!

Zipcar: Why can't a simple note explaining that Zipcar is aware of an issue be posted in the car? Nothing complicated, not excessively detailed -- it could even be rather non- specific and be used over and over again. Wouldn't this benefit both the user and Zipcar?

-- Anonymous, January 02, 2005

The glove compartment clipboard for noting deficiencies is helpful - I've learned to read it before taking the car.

Last time, 6 ? entries back, said wiper was really bad. I thought, 'It's probably been replaced, when Road gets wet I'll check it, and buy new if needed.' ( I should have squirted washer, or found snow.)

150 miles of road out & back were dry. Next morning, Christmas sunday, when it snowed, I found out the blade was not bad, it was MISSING. Luckily, the new-style plastic blade holder does not seem to scratch a wet window. Limited time to return the car, another reservation starting AT my return time.

I tried 4 gas stations: my usual was closed; 'blades are locked up on Sunday', 'NO blades', 'don't have that size'. I ran out of time; left clipboard with a BIG note on seat for next driver.

My point: In the 1950's Air Force, every discrepancy on a plane was written up on a log in the plane, typically by the pilot. Each item HAD TO BE SIGNED OFF by the tech who fixed it. There was a clear record of what still needed attention or was broke.

I recommend an added (narrow) column on ZipCar's form to check off, saying in effect, "You don't need to worry about THIS any more."

Two cars ago, I had to reject a car which was quite usable, but wanted to wander a little to the right - not suitable for a 200 mile trip. Had been noted by 3 ? previous drivers. Zipcar's helpful phone operator set me up with a substitute, a half-hour credit, and a renewed appreciation for ZipCar's great support.

-- Anonymous, January 02, 2005