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Business Profile

Incorporation

Enterprise Rent-A-Car

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:30/01/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Enterprise pushed us to rent a vehicle they knew was damaged and charged us $1,637.51 for repairs we shouldn't be liable for.On December 22nd, we went into the Enterprise to pick up an SUV to drive to ********. The agent asked us to take a truck he had picked out for us instead of the **** We agreed and, during our inspection, we pointed out some minor damage, which the agent assured us was too minor for us to be charged for and didn't need to be documented.The truck was in our care for just under 6 hours. It sat in our driveway for about an hour as we loaded up our bags and Christmas presents. It took 3 hours to drive to ********, where it sat parked in front of my in-law's house for another hour as we unloaded the truck. Then, we drove to a gas station to fill the tank and dropped the truck off. During this time, there were no incidents that could have caused any damage, major or minor, and the vehicle was in sight almost constantly by either me or my wife.The next day, we got a message that said we were being held liable for damages to the front and rear bumpers. After speaking to another agent over the phone to contest the charges, we learned there was an open claim against the vehicle for prior damage to the rear bumper that had not been repaired. They agreed to drop charges related to that claim, but told us we would still need to pay to realign the front bumper, which we covered.The invoice was for a full overhaul and replacement of the front bumper, rather than a realignment, referenced a point-of-impact at the rear, and included photos of damage to the rear bumper. Because we had already been misled by the first Enterprise agent into taking a damaged truck and pressured into not documenting the damages we were now being charged for, I suspected they were trying to hide charges related to the open claim. I emailed to request photos of the damage from invoice for the open claim, which Enterprise declined to provide.

  • Initial Complaint

    Date:23/05/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 8th 2023 I rented a six seats car online from Enterprise rent a car through third party: ********** The car cost was $276.51 for four days from May 19 until May 22 2023. Please see the attached file called rented car. On May 19 2023 the family of six members including me went to Enterprise rent a car office at Edmonton International Airport to pick up the car I rented. The staff member there refused to offer me the car and gave me instead an SUV 5 seats car after pay extra $240.18. The total I had to pay was $516.69. Please see the attached file called Enterprise rental agreement. The staf member there said that the economy 6 seats car I rented online does not exist in reality. I ask Enterprise by this complaint to pay me back the extra $240.18 money I had to pay plus $400 a compensation for the inconvenience and the more money I had to spend to accomodate my six member family in 5 seat car.

Enterprise Rent-A-Car is NOT a BBB Accredited Business.

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