On Monday, July 12, I rented a ZipCar for an hour to go grocery shopping. During the half hour I was in the store, some asshole thief put a grapefruit-sized dent in the bumper of the ZipCar and drove off without leaving any contact information.
I called ZipCar immediately on my cell phone. The rep with whom I spoke first verified that everyone was OK and then went through the “customer was in an accident” script quickly, efficiently, and politely. I received email within minutes of our phone call telling me everything I needed to know and do. It was all quite reasonable.
The next day I received a phone call and followup email message from Gordon, the guy at ZipCar who would be handling the incident. Gordon reminded me on the phone that because I hadn’t paid for ZipCar’s collision damage waiver, I was liable for up to $500 of the cost of repairing the damage. This was not a surprise to me. I was pretty pissed at the hit-and-run driver for sticking me with a $500 repair bill, but that was the driver’s fault, not ZipCar’s. I was resigned to pay the $500 when I read this in the followup email from Gordon:
If you have a credit card with rental collision coverage, now is a good time to start up a claim with them.
I pulled my credit card out of my wallet, observed the word “platinum” on the front which had never mattered before but might now suddenly be important, and gave them a call. Lo and behold, I do in fact have rental collision coverage, and with one more phone call, I was able to open a claim with MasterCard to be reimbursed for the $500.
The claim administrators at MasterCard demanded a whole slew of paperwork to process the claim, much of which had to come from ZipCar. I sent the list of documents to ZipCar later that day, July 13.
Two days later, only three days after the incident, the car was fully repaired and back in service, and Gordon had sent all the necessary paperwork to MasterCard.
Having somebody hit your rental car in a parking lot couldn’t possibly be described as a positive experience, but the folks at ZipCar managed to make it as painless as it could possibly have been. Yet another in a long series of positive ZipCar experiences. This company gets it.
(ZipCars are available in Atlanta, Baltimore, Boston, Chicago, London, the NY/NJ Metro Area, Philadelphia, Pittsburgh, Portland, San Francisco, Seattle, Toronto, Vancouver, Washington DC, and more than 100 university campuses across North America. If I’ve convinced you that ZipCar is for you, click the ad in the sidebar of my blog, and you and I will both get some free driving out of the deal!)