Here is the letter sent to Zipcar.
To whom it may concern
My first experience with Zipcar's reservation system occurred during the first week of January.
While checking the site for rental prices, I unknowingly created a reservation for the weekend of January 15. When I later received a charge for $359.64, Zipcar's business support staff informed me they would only refund 1/2 the amount. I would like the entire amount refunded.
Being a computer programmer, I have documented what I believe are significant pitfalls in Zipcar's reservation system.
After your initial reservation screen that gathers date, location and type of car is the car selection page that contains price of the car, per hour and per day. After clicking "reserve" comes the "confirm reservation" screen displaying the same price information but now the price is called "estimated cost. Also displayed are the dates of reservation and location. The financial transaction is complete once we click "Yea Book it."
Firstly, In today's "click happy" world it is possible for someone to mistake the "Yea Book it" link as a "continue" link? Furthermore, "Yea Book it" does not aptly warn the user that a business transaction is about to take place.
Secondly, Zipcar's confirmation email, designed to inform of the transaction, could easily get lost among the other Zipcar emails sent regularly, as was the case with me. To that point, I was not even aware of the transaction to be on the lookout for a confirmation email.
Lastly, only after we click "Yea, Book It", and the transaction is completed, do we access specific billing details like allowable mileage.in preparing this email I had to make and cancel two reservations to figure this out. How is one to determine if your rates are cost effective if all possible charges are not displayed until after the transaction is complete? Again, I was looking for price information only and the number of miles included is essential in deciding the cost effectiveness of the rental. Only after clicking "recalculate" was I able to see the new cost.
I find Zipcar's web reservation system convenient but dangerous. Critical information needed to determine the cost effectiveness of the rental is unavailable until after the transaction is complete. Users are not provided adequate warning or clear communication that a money transaction is about to take place. This is not reasonable nor good business.
I hope, in some way, you have found this email helpful. I am not satisfied that I be charged for a service I didn't use or know of and hope you escalate this matter so that I may be refunded the entire amount of the transaction.
Thanks
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