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

  590 Lordship Blvd Stratford, CT 06615-7123

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  102 Belvidere St Boston, MA 02199

• 

  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:05/02/2025

  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.

  I am writing to share my experience with Enterprise Rent-A-Car at their Haverstraw, ******** location, and to request assistance in resolving a troubling situation.During a recent rental, I attempted to extend my vehicle reservation. However, when I contacted the Haverstraw location, a representative accused me of not responding to messages or communicating properly about the extension. This was simply not the case. I had kept Enterprise updated through text messages, and when I showed those messages to the manager, they acknowledged that I had, in fact, been transparent throughout the process.Despite this clarification, I was informed that I had been placed on the companys Do Not Rent list. The manager then advised me to contact the Enterprise back office to resolve the matter. I did as instructedcalling and leaving several messagesbut I have yet to receive a single response.What troubles me most is the sense that this experience may not be isolated. I have reason to believe that I was treated unfairly and possibly discriminated against. Friends of mine, who are of different racial backgrounds, have not encountered issues like this at this location. Unfortunately, I have noticed a pattern where African-American customers seem to be treated with more skepticism or hostility than others.I am deeply disappointed by this experience. Ive been a paying and responsible customer and would like to continue doing business with Enterprise. I am requesting to be removed from the Do Not Rent list immediately, and I would appreciate a fair review of how this situation was handled. Additionally, I ask that Enterprise examine whether implicit or explicit bias may be affecting how customers are treated at the Haverstraw location.Thank you for your attention to this matter. I hope that through your support, this issue can be addressed constructively and fairly.

  Business Response

  Date: 05/06/2025

  Thank you for the opportunity to respond. Management has previously spoken with the customer regarding the matter. Due to the circumstances of the previous rental,we will be taking no further action.

• Initial Complaint

  Date:05/02/2025

  Type:Customer Service 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 the ************** location in ******, **. The address is here:SEA TAC INTL ARPT **************************************** The staff were horribly rude and didnt listen to any of my concerns. They attempted to rent me an SUV with a huge dent in the drivers side door and when I declined and asked for an alternative vehicle they tried to bully me. They demanded that this was the only vehicle available even though they had rows and rows of similar SUVs parked and ready. Not a single employee introduced themselves, provided their names or even assisted me in they rental car process. They also never did a vehicle inspection or provided any ounce of support. I also was not allowed to add my spouse to the vehicle for zero charge even though that was an enterprise policy, they demanded I pay another $60 which was nearly half of the entire rental agreement. This was the worst rental car experience Ive ever had and I feel severity discriminated against.

  Business Response

  Date: 05/13/2025

  Thank you for the opportunity to respond. Management spoke with the customer and offered compensation to resolve.

  Customer Answer

  Date: 05/14/2025

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

• Initial Complaint

  Date:05/01/2025

  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 only reserved the car for one day, the company charged me two extra days. I talked to the branch, they refuse to do refund and with bad customer service; I contact the corporate several time, the costumer service line always told me it could be refund, but the location would contact me. However, I never received contact from them and never received the the refund.

  Business Response

  Date: 05/06/2025

  Thank you for the opportunity to respond. Management has researched the complaint, left a voicemail, and emailed the customer. This rental agreement was initiated with a return date and time of Saturday 04/12/2025 before 1 pm. The customer returned the rental vehicle outside of branch operating hours. The continuance of billing in this instance was communicated to the customer upon rental pick up. We will be taking no further action at this time.

• Initial Complaint

  Date:05/01/2025

  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.

  We were on vacation in August of 2024, when the turbo went out in our car. It was under warranty, so the service and rental car were supposed to be covered. However, in January 2025, Enterprise charged our credit card saying they never received a check from the dealership covering the cost of the rental. Enterprise claims they never received the check, while the dealership claims they mailed it.

  Business Response

  Date: 05/06/2025

  Thank you for the opportunity to respond. Management was able to facilitate a resolution between the dealership and the customer directly.

• Initial Complaint

  Date:05/01/2025

  Type:Product 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.

  Rented a transit van on 10/2024 from enterprise in ***********, in. Arrived a few minutes before arrival and went through van inspection with *****. Signed the contract with ***** and was ready to go. Another employee came out and told ***** we couldnt have that one cause its now for someone else even though when I got there they had it out and ready for me. I was told I had to wait for a different one to be cleaned and washed and detailed. Waited 45 minutes and made me late for my trip. Also my autistic son was waiting with me and started having a breakdown for waiting and not understanding why we had to wait. It was unacceptable. Was told that the one that was promised to me was for someone else that was a friend of the worker. ***** told me he didnt know why that happened and it was unacceptable and he will make sure to address it. He said it wasnt fair to me or my family. Signed the next contract and went on my way an hour after expected. My son was upset and I was unhappy and it was a poor way to start our family vacation. I am also glad I called ahead of time, because I was supposed to pick up in ********** and they told me it was transferred to crown point but no one was ever told to call and inform me. Filled out the survey after I returned the vehicle and it said since I had complaints/problems some one would be in contact shortly. It has been almost 6 months now with no contact. $1200 was not worth the hassle and poor customer service and no follow up. I never have rented from enterprise before and never will again. ***** was great though. The gentleman who told ***** we could not have that vehicle never acknowledged me. Never apologized and acted like customers dont matter. I never got his name, but he was middle age and I believe had little or no hair.

  Business Response

  Date: 05/06/2025

  Thank you for the opportunity to respond. Here is the response from our local management team;
  Attn: Better Business Bureau
  Please accept this correspondence as our response to the complaint # ********:
  Enterprise reservation #****fw, ******** ******.
  **** *******, Area Rental Manager, attempted to contact ********* by phone several times across various days but was not able to speak with her on the phone. **** ******* was able to reach Ms. ****** through email and advise Enterprise would offer Ms. ****** a one-day discount on a future rental for customer service reasons. However, Ms. ****** advised she just wanted the corporate office at Enterprise to know about the situation and to address it.
  Thank you for notifying Enterprise of this complaint, *********.  Enterprise will address the matter with the *********** location and all its employees to better the customer service moving forward. 
  Thank you for your consideration in this matter.   This matter is now considered resolved.
  Please contact the undersigned should you have any additional questions.
  
  Sincerely,
  ********* ****

• Initial Complaint

  Date:05/01/2025

  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 vehicle from Enterprise and it was hit (and totaled) by another vehicle. I paid Enterprise my insurances $1,000 deductible until a decision was made. It was determined that I was NOT at fault and had zero liability for the accident. I get my $1,000 credited back to my credit card and now Enterprise has blacklisted me from Enterprise and all of their affiliates from renting any vehicles in the future. I found this out in April when i was stranded at the ******************** when I had reserved a car online with Alamo and was denied the rental when I arrived for my mother's funeral. I was told Enterprise is demanding the $1,000 from the accident back in 2023 which was determined to be NOT my fault.I had previously rented with Enterprise for years I want my record cleared of this inaccurate debt and rental permissions reinstated

  Business Response

  Date: 05/03/2025

  Thank you for the opportunity to respond. Management resolved the matter directly with the customer.

  Customer Answer

  Date: 05/15/2025

  I did respond. I said I spoke to the company and it was resolved to my satisfaction 

• Initial Complaint

  Date:05/01/2025

  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 have an insurance claim pending with the other party's insurance, as their driver collided with my parked vehicle in a parking lot. Unfortunately, their insurance coverage only extends to a full-size sedan rental, which does not accommodate my mid-size SUV. In turn, Enterprise provided me with a ***** Malibu, which they categorize as a full-size sedan, despite industry consensus that it is a mid-size sedan.This discrepancy in classification is preventing me from securing a suitable replacement vehicle while my car undergoes repairs. With a larger family and an active lifestyle, a smaller vehicle like the Malibu is insufficient for our needs. I am unable to afford out-of-pocket expenses for a more suitable rental, especially as I continue to make payments on my car while it is in the shop and unavailable for use.I find it questionable and somewhat unethical that Enterprise would categorize vehicles as larger than their industry-recognized classifications, effectively increasing rental costs or requiring rental upgrades. I am requesting a review of this situation and a solution that aligns with industry standards and my family's needs.

  Customer Answer

  Date: 05/01/2025

  Ra# **ktvs

  Business Response

  Date: 05/02/2025

  Thank you for the opportunity to respond. ***************** Southwest dba Enterprise Rent-A-Car provides rental cars to insurance replacement customers based on the rate authorized by the insurance company. These discounted rates are negotiated with the respective insurance company. Management has resolved the matter with the customer and insurance provider directly.

  Customer Answer

  Date: 05/05/2025

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

• Initial Complaint

  Date:05/01/2025

  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.

  Reserved a vehicle for 2:30 on 4/7/25. Was informed no vehicle available on 4/7/25. Re-Schedule to pick up vehicle 4/8/25. No vehicles available. Re- scheduled once again on 4/8/25 no vehicles available. Re-scheduled 4/10/25 once again no vehicle. As of 4/10/25 9 AM no vehicle available. This is an insurance paid transaction with *********************.

  Business Response

  Date: 05/21/2025

  Thank you for your patience, we have located the necessary rental information. 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.

• 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 made a reservation to rent a full size suv at the ******************** location for Thursday April 17, 2025 at 10am. On the day of the reservation I was contacted by the Mamaroneck location that I would have to pick up a vehicle from them as the ******************** location had no suvs available. The ********** location is a further distance from my home but I made the trip as I needed the vehicle for that a week. Upon picking up the vehicle the gas gauge was not a full tank, and there was no conversation with the representative regarding gas. Upon returning the vehicle I was charged an extra $100 more than the quoted price and was informed that it was because I returned the vehicle ten gallons less than when I picked it up, and that I was being charged over $5 per gallon for it. I explained that I did not believe that I was 10 gallons short but could not tell because I was never informed of the initial amount so I had no way of knowing how much should have actually been in the tank upon the vehicle's return. I attempted to explain this to the representative and his response was that they have a computerized system that informs them of the amount of gas in the cars at all times, which in no way could let me know how much gas is in the car when I picked it up. I was also told that I was accommodated for my inconvenience by reducing my rental cost by $200 which was not the case because the reduction in price was do to the location as told to me by the same representative prior. I am a frequent customer of ********************** and am only asking to be treated fairly and to pay a fair price if I was in fact short on gas, but to pay almost $60 for 10 gallons of gas when I was never given any other options is in no way fair practice.

  Business Response

  Date: 05/01/2025

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

  Customer Answer

  Date: 06/23/2025

  The business has provided a resolution, that I am satisfied with.

• Initial Complaint

  Date:04/30/2025

  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 on January 22 and drove to ***** ******** on January 23rd. This drive was on a toll road in ********. I returned the car on January 24th. I looked up the license plate on the pike pass platepay website and paid the $21 toll. 3 months later this week, I received an e mail from enterprise telling me that they charged my card on record $21 plus $9 service charge for the toll. I contacted enterprise and they said theyd credit my account if I jumped through many different document hoops. This same thing happened in February and in March.

  Business Response

  Date: 05/14/2025

  Thank you for the opportunity to respond. Management has reached to the customer on four occasions and has been unsuccessful in establishing contact. Management left four voice mails as they intend to speak with the customer directly.

  Customer Answer

  Date: 05/14/2025

  Complaint: 23271062
  
  I have reviewed the business' response and am rejecting it because: I have a record of all voice mails nd unanswered call, I have not received any calls that I can see or hear that are from Enterprise.  Need to check the phone number calling, ************. What number should this call come from and what location?  I didnt get the calls.

  
  
  
  
  Sincerely,
  
  *********** *****

  Business Response

  Date: 05/15/2025

  Thank you for the opportunity to respond. Management reached to the customer twice on 5/15/2025. On the first attempt the call was answered and disconnected. On the second attempt management left a voicemail. We have included the call logs of these attempts.