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

  13 Faunce Corner Mall Rd North Dartmouth, MA 02747-4213

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:04/23/2025

  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.

  On April 15, I contacted Enterprise to clarify a concern regarding the use of a Cornell Universityaffiliated personal-use rental code. I am a Research Assistant at ******************, and this code was provided through the universitys official Procurement and **************** platform. According to ******** policy, employees with valid *********** or NetIDs are eligible to use this code strictly for personal rentals.I used the code in good faith and in full accordance with the published guidelines. I also received written confirmation from ******************* Services that my rental was fully compliant with university policy and properly classified as personal use. Furthermore, the rental code included Collision Damage Waiver (CDW) coverage, which I accepted at the time of rental. During the rental period, the vehicle sustained a minor scrape to the paint when I accidentally bumped into a low pole at a gas station. This occurred approximately two weeks prior to the return date. The damage was purely cosmetic, with no mechanical or structural issues, and this can be corroborated by staff at the gas station. As *** coverage was included in my rental agreement and the vehicle remained in safe operating condition, I did not escalate the matter at the time.Despite this, I received no written response from Enterprise regarding the policy issue I raised. Instead, I received a mailed payment demand for alleged damagewithout any clarification or resolution of the concerns outlined in my email.I am concerned that this situation has been escalated without transparency, due process, or a good faith effort to address my inquiry. Given that I used a Cornell-authorized code, followed policy, and had *** coverage, I do not believe I should be held responsible for the damage claim.I am requesting a formal written clarification and resolution from Enterprise, and that the company withdraw the payment demand issued without proper explanation.

  Business Response

  Date: 05/05/2025

  April 28, 2025

  BBB

  RE: Case# ******** Yujia **

  Enterprise Claim Number: 22067154

  To Whom it May Concern:

  Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by Ms. *** Ms. ** rented a 2025 Chevrolet Malibu bearing *********** registration BS88976 from **********, dba Enterprise Rent-A-Car in ********************************. The rental was reserved by Ms. ** using a corporate account number which includes Damage Waiver in the rental rate. Upon return, damage was found to the front bumper, fender, quarter panel, and rear bumper; a claim was created.

  Per our normal process for validation of corporate inclusive Damage Waiver, our office reached out to the corporate account to confirm Ms. **s employment status and the purpose of the rental. On February 28, 2025, our office received confirmation that Ms. ** was an employee; however, it was also indicated that the vehicle was not rented for business purposes. Consequently, the Damage Waiver is void, and Ms. ** was billed for the rental vehicle damage on April 11, 2025.

  Ms. ** has provided instructions she received for personal rentals from Enterprise, but the corporate account number listed on these instructions differs from the one used at the time of reservation. Per the rental contract executed by Ms. **, she is responsible for all vehicle damage which occurs during her rental period. Currently, our office will continue to pursue Ms. ** for damage to the rental vehicle.

  Should you require any additional information, please do not hesitate to contact our office.   

  **ncerely,

  ******* ******, Analyst

• Initial Complaint

  Date:04/23/2025

  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.

  Accusation of something I did not do.Negligence in following up on the report.Negligence from Enterprise Car Rental ****************************************** Address: *********************************************

  Business Response

  Date: 04/24/2025

  Thank you for the opportunity to respond. Our Branch Rental Manager reached out to the customer and addressed their concerns. The customer agreed the damage on the vehicle was not present when she rented the vehicle.

  Customer Answer

  Date: 04/24/2025

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

• Initial Complaint

  Date:04/22/2025

  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.

  Enterprise rent-a-car provided me a car which endangered my driving safety. I called Enterprise on the first day when I noticed that it has multiple warnings. I called 911 and talked to a local police officer about the rental car endangering my driving safety. I also called Enterprise, but the representative refused my request to swap the car, nor did they send a trailer. Enterprise refused my reasonable suggestion to return it to my nearest Enterprise rental location. This company left me no choice but to drive this dangerous car until I am able to go back to the pickup location ALIVE. I already posted my bad experience on social platforms and people have been warned.

  Business Response

  Date: 04/28/2025

  Thank you for the opportunity to respond. Management has reached to the customer and was successful in establishing contact via an alternate email address. Management has provided contact information and asked that the customer report to any ********************** location to return the ****************** will address their concerns at that time.
  

• Initial Complaint

  Date:04/22/2025

  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 booked a rental car for our Iceland trip (April 6-17) through Economy Bookings. They had cheaper rentals available with local companies, but I paid more for a well-known reputable company (Enterprise) to avoid issues. This 11 day rental was fully pre-paid (total of EUR ****** (****** USD), including Full Coverage (EUR ******) and Roadside Assistance (EUR *****). I am attaching 3 documents, both from EconomyBookings and Enterprise, showing what was included in the prepaid booking. When we got there, we faced some issues due to the class of the booked car showing on their side not matching what I booked on the Economy Bookings website (this is a separate issue which I will take up with Economy Bookings). The issue I am trying to address here is the fact that they did not disclose the additional charge of $2,237.46 that I later discovered was charged to my credit card. I also discovered that they sent a rental agreement and invoice by email, but I did not have internet access at the time and did not see these emails and the charge to my credit card until after my return. They did not show or provide any kind of printed invoice at the time of booking (like all other rental companies did in my past experience), otherwise I would have addressed this issue immediately before leaving their premises with the rental car. I would have never agreed to pay such crazy amount of money (almost 4 times more that the original fully pre-paid booking) and would have refused it. I cannot afford paying such amounts for rental cars and would have never agreed to it had they been transparent about the amount they were charging. This is a very deceitful way to conduct business. I am very surprised that a large reputable company did this. Please ask them to refund what they charged. They should also improve their business practices, starting with clearly disclosing the amount being charged and providing a paper receipt for the customer to review before taking out the rental car. Thank you.

  Business Response

  Date: 04/29/2025

  Thank you for the opportunity to respond. Management has provided a signed rental agreement contract and confirmed the customer elected to utilize the additional items for the duration of the rental upon pick up.Additionally, the customer has initiated a chargeback with their financial institution. The customer has not been absolved of the outstanding balance and will continue to be pursued for the amounts due.

  Customer Answer

  Date: 05/13/2025

  Please reopen this case. As I explained to the *** on the phone, I somehow missed the response. The response from the business does not address my complaint. They never disclosed the amount being charged. They asked me to sign on the screen in order to get the vehicle keys (which as per provided documentation was fully pre-paid including full coverage). They did not disclose the additional charge which as I discovered later was 3 times higher than the original amount of this fully pre-paid booking. I could not have possibly agreed to it because first of all it was never disclosed. And had it been disclosed I would have definitely never agreed to it either - I would rather not get any car from them than agree to pay an additional charge 3 times higher than the original amount paid, which was already very high. As I explained in my original complaint, I already paid more that I could easily afford for the original booking. There were cheaper options available with local companies, but I chose to go with a ***utable company in order to avoid being scammed which according to customer reviews happened to some of the customers choosing cheaper local companies. So I paid much more than I normally would just to avoid problems. So how could the additional charge be 3 times more than a fully paid booking with full coverage included? In the invoice that I saw upon return they are double charging for things that were already included and paid for in my original booking. Please reopen this case so I could mark that I do not agree to the business response. I will be monitoring my emails closely in the future to ensure that I do not miss another email, thank you very much. 

  Customer Answer

  Date: 05/13/2025

  Dear BBB,
  In addition to my previous message, please also note that the document they attached was never provided to me to review and I saw it for the first time after my return from *******. Otherwise I would have addressed it right there and refused to pay. Any other rental company I ever dealt with always gave some kind of printed invoice with the total amount listed. This company did not give any invoice, all they gave was a generic booklet with driving tips for *******. So they charged this huge amount without disclosing it and without giving any kind documentation to show the additional charges. As I found out later, upon my return, they had sent everything to my email, which without internet I had no access to at the time. If you compare their charges with the pre-paid EconomyBooking Rental Voucher that I provided, you will see that they are double charging for everything that was already pre-paid. Please also note that the car that was fully pre-paid was Jeep Renegade, while they gave me a Scoda which is not even a better car so it is absolutely unbelievable to see them charging me 3 times the original amount for something that was already fully pre-paid and a great car with full coverage. With all this taken into considerations, I kindly request that you reopen this case. Thank you. 

  Business Response

  Date: 05/14/2025

  We have reviewed the complaint brought forward and will not be taking further action at this time.

  Customer Answer

  Date: 05/21/2025

  Complaint: 23239051
  
  I have reviewed the business' response and am rejecting it because:
  
  The response from the business does not address my complaint. The signed rental agreement contract attached by the business was never provided to me to review - I saw it for the first time after my return from *******. Otherwise, I would have addressed it right then and there and refused to pay. The reason they have my signature on the rental contract is because I was asked to sign on the screen in order to get the vehicle keys, which is a normal practice with all car rentals. However, unlike all other rental companies I dealt with in the past, this company did not disclose the amount being charged and did not provide any kind of printed documentation/invoice with the charges listed. All they gave was a generic booklet with driving tips for *******. In the invoice that I saw upon my return they are double charging for things that were already included and paid for in my original booking. How can an additional charge be 3-4 times higher than a fully paid booking with full coverage included? If you compare their charges with the pre-paid EconomyBooking Rental Voucher that I provided, you will see that they are charging huge amounts for everything that was already pre-paid. Please also note that the car that was fully pre-paid was Jeep Renegade, which I specifically chose after a lot of research on cars are suitable for Iceland. What they gave me instead was a Scoda, which is not even a better car. So it is absolutely unbelievable to have them charge me an additional charge of $2,237.46 for it, which I could not have agreed to because it was not disclosed and would have never agreed to had it been disclosed.
  The US consumer protection laws protect consumers from unfair or deceptive acts or practices and require sellers to disclose all material charges, including prices, fees, and other costs, to prevent deceptive practices and ensure transparency in transactions. While this happened in *******, this company is incorporated in the ** and is therefore subject to US laws. If this matter is not resolved I will be reporting it to the ************************ and other federal and state agencies.
  
  Sincerely,
  
  ********** ***********

• Initial Complaint

  Date:04/22/2025

  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.

  I rented a ****** Camry from the Sunrise , ** location on 4/10/2025. The rental was unfortunately towed from my residence on 4/12/2025 . I paid enterprise $226 to recover vehicle and was told I would receive a call once it was in their possession so that I can obtain my personal items. I continued to call daily to determine if vehicle was recovered so that i can get my items. I was told to just go up to the *************** location on 4/13 where the service center was located, but the vehicle was not there. The *************** location told me the local branch will be notified once vehicle arrives and follow up with me. On 4/19 I called to follow up since I received no response and was told that vehicle was rented out at airport. I was told to go to ******* to get my items from lost and found. I drove 40 minutes to be told to go to Alamo desk which had no information. I called local branch and customer service and was told it was escalated for upper management to call back, no one has called. On today, 4/22 I called to follow up and was told I must submit a loss and found ticket. The issue is my items were not lost. I was provided conflicting information and received no communication. I left 2 black backs filled with important paperwork, clothing and shoes in trunk and a Chico car seat in rear seats. I need a follow up on my request. Per my discussion with **************** ********************** is not to discard personal items. I am just wanting someone to tell me where my belongings are!

  Business Response

  Date: 05/06/2025

  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: 05/07/2025

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

• Initial Complaint

  Date:04/22/2025

  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.

  On March ****** I reserved a minivan with Enterpise ********** for pickup on April 6th to be returned on April 13th. I received a quote of $473.14 tax included for the reservation # **********.I arrived at opening for my noon appointment which is when I was told the Enterprise had 0 vehicles because the carrier fleet reportedly didnt show. The agent said they had 80 reservations that couldnt be filled. I arranged for someone to drive me an hour away to the airport to see if I could get a vehicle for my trip. The manager at airport Enterprise location stated that he couldnt honor any reservations for us locals because the vehicles were reserved for people coming from out of town. What was most disturbing was that the gentleman could ahead of me could still reserve a vehicle that did not exist. I opted to reserve with Alamo, which I later found out is a subsidiary of Enterprise. For my reservation #********* for the same minivan now picked up on April 6th 4:05 pm and returned April 12th at 5:19 am I was charged $872.62.I would like Enterpise to reimburse me for the difference between my initial quote and what I had to spend given that they falsely advertised vehicle low availability and caused me to drive an hour out of my way to secure a vehicle at twice the cost. They also need to update their system so that patrons are not able to reserve vehicles that do not exist.

  Business Response

  Date: 04/26/2025

  Thank you for the opportunity to respond. Management reached to the customer but was unsuccessful in establishing contact. Management has left a voicemail and sent an email as they intend to speak with the customer directly.

  Customer Answer

  Date: 04/28/2025

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

• Initial Complaint

  Date:04/22/2025

  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 in early January and parked at ****************. I paid the parking fee at the time, but about a month later, I received a citation letter and a penalty notice from Enterprise. It was clearly issued by mistake! It was issued at 3:58pm, but I paid the parking fee that covered 3:57pm-6:57pm.I submitted proof of payment through Enterprises internal citation resolution portal, but received no meaningful response. Left with no alternative, I disputed the $70 charge with my credit card company and provided full documentation. The dispute was resolved in my favor, confirming the charge was not valid.I thought this matter was finally closed, but it wasnt! Enterprise has now handed this so-called outstanding balance to ************* its own debt collection arm. I am shocked and frustrated. I paid the parking fee, the citation was unjustified, and the bank already determined I was not responsible, yet Enterprise continues to pursue the charge.I even followed up with a second email to Enterprises citation resolution team. Again, no response. Meanwhile, ************ ignored my evidence of payment and simply resent the original citation letter. They added that if a charge is disputed with the credit card company, they will collect the amount directly from the customer instead.This has caused unnecessary stress and concern about potential harm to my credit. I am extremely disappointed in how Enterprise has handled this issue.I am requesting immediate resolution:1. That this charge be withdrawn from collections.2. That Enterprise update their records to reflect the matter has been resolved.3. That no negative information related to this citation be reported to any credit reporting agency.Many thanks in advance for your help and support!

  Business Response

  Date: 04/26/2025

  Thank you for the opportunity to respond. Management reached out to the customer via email and addressed their concerns sharing that we make payment for violations to maintain good standing of the rental vehicles *********************** processed a refund to resolve.

  Customer Answer

  Date: 05/03/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The customer service team has reviewed my payment documentation and adjusted the balance to $0. They've also confirmed that this has not been reported to credit bureau. If any further issues arise, such as they keep sending me debt collection emails, I will reach out for additional assistance. Thank you for your coordination and support throughout this process!
   
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:04/22/2025

  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, then turned it in 04/03/2025 and the lady didnt come out to walk around and show me the damages, before getting it or after turning it in. After leaving she called and said there was damages. I told her the damages were there previously, which ended the conversation. After not receiving my deposit 3 days later I called and was told my deposit would be 3 business days, after not receiving my deposit I called to find out she still blamed the damages on me and a claim had been filed for the damages. After talking with the damage recovery unit, I was told my deposit would be in my account within another 3 days since the claim would be closed. I received a letter that was sent out 04/10/2025 saying the claim was closed. Its **************************************************** my account after talking with **** maybe four more times, getting the same answer it should be in your account within 3 business days. I still hadnt got it and I planned to use that to pay my car note which was due on the 15th. I have another road trip to take my son on this weekend and Im terrified to rent with the Enterprise here in ******** again. Im honestly starting to think that Ive been and Im being mistreated by the company because of my race or status and Id like to be overcompensated for getting treated in such a way.

  Business Response

  Date: 05/01/2025

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

• Initial Complaint

  Date:04/21/2025

  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.

  On 1/29/25, I picked up a rental car from Enterprise due to my car getting evaluated for repairs. The representative working this day explained to me in the car that I could opt for additional/optional insurance incase something were to happen to the car. I asked the representative if I could opt into this insurance for 3 days ONLY, to give myself time to contact my primary auto insurance company about this. The representative agreed to set the optional insurance to: DW/CDW OPTIONAL (1/29/25-2/1/25) for $23.99/day, and SLP (1/29/25-2/1/25) $13.00/day. I double checked at least twice with the representative that this extra insurance would END without any additional charges nor communication from me on 2/1/25. The representative agreed with this, and said the only action I would need to complete would be to call the branch ONLY if I was wanting to EXTEND this optional insurance, but that I do NOT need to call to confirm the insurance ending. Due to these instructions, I signed a rental agreement document that verified that I would only pay for optional insurance until 2/1/25. I did not agree nor sign any further documents to extend past these dates. During the three days, 1/29/25-2/1/25, I was made aware by my auto insurance company, *********, that I did not need any additional coverage as I am covered by primary insurance. Since I was told by the Enterprise representative that I did not need to take any further action UNLESS I wanted to EXTEND the optional insurance, I did not contact Enterprise again. However, my primary auto insurance directly contacted Enterprise to extend the dates I was allotted to rent the car itself.I continued to keep the car as authorized by my insurance, and received a request via text from Enterprise to complete a new rental agreement. This did not end up happening. In the end, I was charged in total $536.77 (via debit) and $214.23 (in credit) as they continued the optional insurance and charged me without my approval.

  Business Response

  Date: 05/05/2025

  Thank you for the opportunity to respond to the complaint. Management has reached to the customer via phone call and email but has been unsuccessful in reaching the customer. They intend to address the concern with them.

  Business Response

  Date: 05/14/2025

  Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.

• Initial Complaint

  Date:04/21/2025

  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.

  4/21/2025 - I booked a reservation weeks in advanced for a Premium Large SUV vehicle. On the rental it was stated it would be a suburban, wagoneer L or suburban. 2 days ago I came to the location where my rental is supposed to be picked up to confirm my reservation. The female worker confirmed my reservation and said everything would be ready. I had to pick up my vehicle on todays date at 10am in which the unprofessional representative advised me that an suv with 6 seats its the largest I can get, tough luck. I asked to speak w the manager who they told me was unavailable furthermore I even asked them if any other location might have a vehicle and they told me I had to call myself and check. I explained to them that no one notified me the vehicle wouldnt be available and I also explained to them that I needed to be in ******* by 5pm that same day. They seemed as they didnt care and that I had to call headquarters. No one contacted sister stores to see if the car could be swapped or if they could find me a large SUV. I contacted customer service in which they advised me my rental should have been a premium large SUV and that the store messed up. I was sent to a secondary location on the other side of town and when I get there its the same situation. A Large SUV not a premium is the only thing available. I was notified a regional manager would call me very soon as they notated my account w the rush in time. It has now been 2 hours, no call and Im not going to make my destination on time. (************** vs ****************** $500 tickets went down the drain). I was told that a premium large SUV might be available in ******* but there would be a cost difference that would be applied to customer and in addition they charged me the same rate as if I had received a Large Premium SUV when that was not the case. The vehicle I was forced to take was not cleaned, has an obstructed windshield which I can be ticketed for. Pictures available upon request.

  Business Response

  Date: 05/02/2025

  Thank you for the opportunity to respond. Management reached to the customer and left two messages as they were unsuccessful in establishing contact. They intend to speak with the customer directly.