Complaints

This profile includes complaints for Enterprise Rent-A-Car's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Enterprise Rent-A-Car

  600 Corporate Park Dr Saint Louis, MO 63105-4204

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  299 Milk St Fl 7 Boston, MA 02110

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  288 Washington St Boston, MA 02135-3503

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  26 New St Cambridge, MA 02138-1219

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  59 Washington St Foxboro, MA 02035-1355

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.

• Initial Complaint

  Date:04/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I rented a car from Enterprise at *************************** on 3/23/25. The car was returned in the SAME condition as was rented. I received a letter dated 4/9/2025 alleging while in my possession, there was $1668.02 worth of damage done to the car. Included in this letter are details of the damage as well as untimed and undated pictures.I responded to this letter via email on 4/23/25 stating that I dispute the allegations. I requested Enterprise supply me with the following: 1. Time and date-stamped photographic evidence of when the damage was discovered.2. Time and date-stamped photographs of the vehicle immediately before it entered into my possession.3. Time and date-stamped photographs of the vehicle immediately after it was returned by the customer prior to myself.4. Documentation confirming the vehicle was inspected immediately after leaving my possession.5. Documentation confirming the vehicle was inspected immediately after it was returned by the customer prior to myself.6. Documentation of when the car was rented and returned prior to my possession.7. Documentation of when/if the car was rented and returned after out of my possession.I received a phone call on April 25th from Topeka ****** which I returned later that day. She was unavailable and I spoke with ******. She stated I would receive another phone call the following week to start the dispute "process."Received another phone call on April 28 from ******. I returned the call and spoke with *********** who transferred me to Topeka ******. I conveyed my displeasure to her, asking Enterprise to provide me with requested information. She adamantly refused to provide me with any of my simple requests and stated I would be turned over to collections if I did not comply.I do not have photographs or video of the vehicle before or after the rental. An Enterprise employee did not walk me to my car nor did they inspect the car upon drop off.

  Business Response

  Date: 05/13/2025

  Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.

  Business Response

  Date: 05/22/2025

  Thank you for the opportunity to respond. A response is attached.

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I rented a car for 28 days from the ***************** location on March 9, 2025. The price quoted was $954.50. I called on March 31st to see if I could return the vehicle to the ****************** location on April 5th when it was due back, and if so what would the cost be. I was told yes I could and would only be charged $107, with no other charges/rate adjustments if I did. I agreed to the additional $107 fee and returned it to the ****************** location agreed and on time. The final bill showed a total of $1685.30 charged. I called Enterprise on April 22nd and was told they see the agreed upon additional $107 fee to return the car to the ****************** location, and also see there was an erroneous rate change. They contacted their supervisor who approved to have it corrected. I was told I would get a corrected invoice that day but didn't. I called back on April 23rd and was told he saw the notes, erroneous rate change, and ticket that was still being processed. He said he would put a note, keep the ticket open, and it could take 48 hours for the rate to correct. I called April 24th and was told she also saw the erroneous rate change issue, previous notes, and emailed me a ticket-******** she opened, saying they were waiting on the regional manager from the ***************** to make the correction. I called back on April 25th and was told the same thing, but that it could take 3 business days and another note was made. I called back on April 28th and was told she also saw the erroneous rate change, previous tickets/notes, and would escalate the issue to her own manager, confirmed my phone number, and said he would call within 24 hours. It is now April 30th and no one has contacted me in over a week and no correction to the bill has been made.

  Customer Answer

  Date: 04/30/2025

  please close this complaint.  It has been resolved.

  Customer Answer

  Date: 04/30/2025

  The company has resolved the issue.  Please cancel the complaint.  Thank you.

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  04/29/2025 I've spent over $1,100 in rental fees from April 1st until today April 29th I was misinformed about what the actual policy is as far as the deposit I was missimformed by the employee at the ************* location that they couldn't use the $300 deposit that they already have held for my original agreement from April 1st to April 29th and just roll over to the agreement that I would have signed April 30th 2025 had I not been misinformed and given the wrong information which has caused me a 14-day suspension from my employer with no pay for 2 weeks on top of that I knew nothing about a limit of their only being allowed to rent a vehicle for 30 days once that 30 days is up you have to go back to the location where you originally rented the vehicle to resign a new rental agreement and I was told that I had to do another $300 deposit a time of signing which would be April 30th 2025 okay on top of the cost of the rental what's the prices for the per day have doubled I've been renting this vehicle since April 1st 2025 and only paid between 30 and 45 per day on their site on the app for that location you're charging $89 per day for the same vehicle okay so not only now can I not redo my rental agreement I'm now suspended for 14 days by my employer where I cannot pick up shifts I will not have a paycheck I will not have income for 2 weeks okay on top of trying to figure out how will I make it home once I drop off the rental

  Business Response

  Date: 05/12/2025

  Thank you for the opportunity to respond. The branch updated the customers payment to maintain the $300 deposit on file and permitted the customer to report for the rental rewrite the following day. Management shared that the customer maintained possession of the rental vehicle during this time. Management has reached to the customer and left a message.
  

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Booking was made on Priceline, the chosen vehicle was Corolla or similar. When I approached the agent at the office in *************, **, she said that she would upgrade to a Camry for the same rate, but upon returning the vehicle, I was charged the full rate of the upgrade. This sounds like bait and switch tactic to make a quick *****

  Business Response

  Date: 04/30/2025

  Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and resolved the matter.

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I rented a car from the enterprise location @*************************************** on February 27th through April 1st. I put down a $400 deposit. I only got back $276 from my $400. Not one person from Enterprise can tell me where the rest of my deposit went. I called corporate 2x, I was told they sent a message to the manager at that location and they would contact me. I was never contacted. The 2nd ******** service *** told me a regional mgr would reach out to me. NOTHING. I spent $1800 with enterprise within a month and half, I cant get a call back or an explanation of where the rest of my deposit went. My rental was paid to date, gas was filled when returned and the car was spotless.WHERE IS THE REST OF MY DEPOSIT.

  Business Response

  Date: 05/13/2025

  Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.

  Business Response

  Date: 05/14/2025

  Thank you for the opportunity to respond. Management has researched the complaint and confirmed the accuracy of the rental charges. An invoice reflecting all rental charges has been sent to the customer via email.

• Initial Complaint

  Date:04/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I was told I would need insurance on my rental in order to drive it off the lot and the insurance company would refund me back for whatever I spent on the vehicle. I was sold the insurance that I did not need by the manager at the store. By the time I was supposed to get reimbursed I found out I did not need that additional insurance and would not be getting a full refund by the insurance company. When I called the store for reimbursement I spoke to the manager and she was not willing to help. She was very condescending with how she spoke to me making it seem like it was my fault for getting the additional insurance. I callled customer service a total of 10 different times and each time I was told I would be getting contacted by the district manager. Ive waited a little more than a month and no one has called me regarding this issue. Today when I spoke to a different department in customer service I was finally told that the store kept declining my request for a refund and due to that I would not be getting a refund. The additional insurance I was wrongfully sold was $300. I was sold this insurance with false claims. I was lied to about having to buy the insurance. At the time I picked up the rental I provided the manager with my insurance and I was still told I needed to purchase it in order to take the rental that day. This has been very stressful due to constantly having to call customer service just to be given the go around regarding a issue they caused.

  Business Response

  Date: 05/13/2025

  Thank you for the opportunity to respond. Management processed a refund to resolve the matter.

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Made a reservation for a van months ago for 4/22/25 at 9am, got there at 9:45. Was told by staff there was not a van there. The employee stated that someone was supposed to have a van dropped off by 9:30 am and never showed up and they did not have a van. We were going on a family vacation and needed a 7 seat vehicle. Asked to speak to manager, ***** **. He was very very rude and disrespectful from the moment he came to us. He told us we were late so he gave our reservation away and that hed rented out 4 vans before 9am. He stated they would have to go pick up a van from Modesto. He said because we were late now they were going to be late. I told him he was very disrespectful and the employee already stated that the van wasnt dropped off and he didnt tell the truth. He stated I didnt have to take the rental. This was a family trip for my children for spring break. Al 3 of my sons have amazing grades and we were taking them out to reward them. We got our car around noon. Had to reschedule our dog sitter and wait because of the car, got stuck in traffic and arrived during the evening and missed everything we were supposed to do that day. It was only a 2 day trip and one day was ruined and taken away. ***** called us on our way home of the 24th. We were trying to take our kids to a place we had promised but got ruined. We stated we would be there before closing. We got there at 5:50 and they close at 6. He was outside and saw us and was helping other customers. He didnt get to our return until 6 and stated we returned at 6:04 and it was well before 6. You can check your cameras for all the incidents. We were charged an extra $100 because he lied and stated we returned after hours. We contacted customer service on 4/22 and 4/25 and was told a district manager would contact us and we have not been contacted. I want my money back for this rental and the deposit back. We have been renting from enterprise for over 15 years and have never received this type of treatmen

  Customer Answer

  Date: 04/30/2025

  Added agreement file and screenshot

  Business Response

  Date: 05/07/2025

  Thank you for the opportunity to respond. Management reached out to the customer and will be processing a refund to resolve.

• Initial Complaint

  Date:04/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I rented a vehicle from Enterprise in *******, ** on Feb. 9. 2025 for the amount of $566.63; instead of returning the vehicle while in ******* and using Amtrack, I cancelled my train ticket and extended the lease of the vehicle to return to Enterprise, *** on Feb 22, 2025. In order to extend the lease of the vehicle, I was informed by an Enterprise representative in ** that a $250 fee would be assessed in order for me to return the vehicle (one-way) to NY and another charge would be added for taxes. In total, I paid $328.52 on Feb 11, 2025 to extend said lease. Upon returning the vehicle to the location in ***, I was informed that I would not be eligible for the $300 deposit that I am obligated to have for the duration of the rental of said vehicle due to that particular location being the largest Enterprise in the *****, thus the return tax was higher. There was no damage done to the vehicle and I did not smoke in the vehicle, thus, I was eligible for the return. The manager at the returning location refused to provide a refund. I then spoke with a representative from *******, who reimbursed me $50 towards the $300 deposit, stating that I never made the payment for the one way return of the vehicle plus taxes. When I questioned the $328.52 transaction, the representative stated I would need to speak with a manager. I have yet to receive correspondence or a phone call regarding my $250 deposit that is due me. Since then, Enterprise has sent me invoices stating that I owe them more money for driving citations that I apparently received, however, cannot provide any documentation on state letterhead. I have receipts of all payments made to Enterprise to cover the duration of my trip and return to ***. I have attempted to reach out to the corporate office, however, I was only speaking with the call center, and a manager still has yet to rectify the situation,. I also did not receive my points for every day I kept the vehicle. Thank you.

  Business Response

  Date: 05/01/2025

  Thank you for the opportunity to respond. Upon inquiry, management discussed the charges associated with returning at either the pickup location or an alternate location with the customer. The customer elected to return to the pickup location upon rental inception. Upon return of the rental, the customer executed an unauthorized one way by returning the rental vehicle to an alternate location. The renter is responsible for the amount discussed upon pick up. There will be no further action taken at this time.

• Initial Complaint

  Date:04/29/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 March 16, 2025, I rented a car through the *************** Enterprise Rent A Car (***********) because our flight had been canceled due to weather. We planned to return the rental car to a different location in *******, ** because they had an after hours drop off location (address: ***************************************). The car was dropped off around 1 am on March 17, 2025 with the estimated drop off time given to Enterprise to be 6am. The car was parked in the lot, and the key was dropped in the drop box around 1 am. The ******* location did not check for the returned car until Wednesday. Instead of adjusting the rental invoice for their error, I was charged through Wednesday for the rental. I have reached out to customer service multiple times only to be lead around in circles. I was charged to much for a rental I didn't have as long as they are claiming. I shouldn't have to pay for the companies mistakes and errors.

  Business Response

  Date: 05/01/2025

  Thank you for the opportunity to respond. Management processed a refund to resolve.

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** ********-*****

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Last Tuesday my rental car from enterprise was impounded by police- my purse, overnight bag, charger, passport and picture of my goddaughter were all in the car when I spoke to the lot where the car was held.I speak to enterprise the next day and inquire about by belongings- they say they will get the car but are not allowed to touch any of my things so I can pick them up out of the car when it is back at an enterprise location. Next time I speak to someone the car is apparently in a car shop until Monday because the battery died. I am guaranteed by the enterprise employee that my belongings are still in the car and he will tell the shop to expect me this weekend. I have a friend drive me all the way from ** (where I rented the car) to ****** (where the car was impounded) just to find out from the shop that enterprise took the car back the day before and of course enterprise is closed for the weekend. I speak to the branch manager today, recording the calls- and he is extremely passive and admits to personally removing my belongings because he needed the car to rent. A car that was never originally at his disposal to rent. He was rude, hung up on me and said he was not allowed to ship my belongings overnight according to his supervisor. I (had) a flight back to ******* tomorrow and that clearly will not be happening- I also have medication in there that I have not been able to take. It is my understanding that enterprise is not allowed to touch personal belongings and certainly not to rent a car out with personal belongings still in it- and not even attempting to get in contact with the owner of said belongings. He had Friday afternoon and evening, all Saturday and Monday morning/afternoon to get in contact with me and make me aware of the situation.

  Customer Answer

  Date: 04/29/2025

  7LTBYT

  Business Response

  Date: 04/30/2025

  Thank you for the opportunity to respond. Management spoke with representatives at the ****** branch who confirmed the items have been located. These items will be shipped to the address the customer provided.

  Customer Answer

  Date: 05/02/2025

  Complaint: 23261123
  
  I have reviewed the business' response and am rejecting it because:
  
  The package has since been lost by ****** and as it states on their website and terms- the sender is responsible for the package until it reaches its destination. I have called and left message with the area manager raven to no avail- asking enterprise to please chase on their end as my medicine and passport are now out in the world somewhere unknown. If they had never touched my personal belongings in the first place I wouldnt now be in this position. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/07/2025

  Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.

  Customer Answer

  Date: 05/08/2025

  Complaint: 23261123
  
  I have reviewed the business' response and am rejecting it because:
  
  It has been over one week since my belongings should have been delivered by overnight service through *****. I have had no update from ***** or enterprise- my belongings are still out there somewhere unknown. This is the worat customer experience I have ever had and fed ex corporate office will not answer the phone so I have had absolutely no help from them. I want compensation so I can replace all my things including my glasses, contacts and medicine. I have no jacket I have no shoes, I will be looking into legal help if BBB cannot get a better response from someone.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/15/2025

  Thank you for the opportunity to respond. Management has been in communication with ***** as they locate the customers package.

  Business Response

  Date: 05/22/2025

  Thank you for the opportunity to respond. Management has filed a ***** claim on the customer's behalf.