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.

close

Find a Location

Enterprise Rent-A-Car has 2457 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  26 New St Cambridge, MA 02138-1219

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  59 Washington St Foxboro, MA 02035-1355

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  48 Acton St Maynard, MA 01754-2314

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:04/21/2025

  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.

  4/18/25 *********** advertises PAY AT PICK UP but when I booked the reservation. It was cancel because of the NO upfront payment? They have cancel all of the my past and present reservations that I booked. This is the message i received from the business:Good afternoon ****** ******* ,This is Enterprise customer service , we are contacting you regarding the live chat you had with us earlier regarding your rental car at our Norfolk property.Unfortunately the enterprise manager did cancel your car rental due too that property requires upfront payment of the first day and the deposit . ??????

  Business Response

  Date: 05/05/2025

  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.

• Initial Complaint

  Date:04/21/2025

  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 went to the location on April *******!to rent a vehicle. I made my reservations online and rented the car from April ******* thru April *******. When I got online today April ******* to extend my rental until April ******* I realized that they were charging me for the full coverage insurance when I only agreed to pay for the at fault insurance which was $11.99 a day instead of the ***** insurance a day. I called the branch that I rented the vehicle from and voices my concerns and asked how would I be refunded for the difference because I never agreed to the amount that Im being charged for ******* whom I spoke with told me that I wouldnt be able to get refunded any of my money and that I would have to come into the location and sign a form saying that I refuse the insurance and extend my rental I told ******* that I would just call customer service and file a complaint because I didnt agree to what I was being charged. I then called the corporate number to file a complaint and after filling my complaint I went back to the website to pay for the extra day and it stated that someone has already made a change which I didnt understand because I didnt authorize any change to my account so I closed the window and opened a new one and logged into my account to see what was going on and it said that my return date was April ******* at 4:00pm when I had already paid up until the 17th of April and that it was trying to charge me for 2 days instead of one day so I called the company back to See what was going on and he told me ******* told me that he didnt know what I was talking about and that he could change the return date and it was going to be $144 instead of the $74 that I was just quoted less than an hour before hand. I called the corporate office back and made another complaint and they extended the return date until the 18th of April. I then called the branch back and spoke with ***** and he stated that he didnt know what was going on.

  Customer Answer

  Date: 05/01/2025

  Matter resolved 

• Initial Complaint

  Date:04/19/2025

  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 formally express my disappointment and concern regarding an incident that occurred on Friday 11 April 2025 at Enterprise Rent-a-Car Orlans Youville of?ce (**********************************************************). During an interaction with one of their representatives, I was subjected to highly unprofessional and unacceptable behaviour.While discussing an issue related to my car rental, the representative in question appeared visibly agitated. Despite my calm and respectful tone, he abruptly lost his temper and, to my shock, threw a pen in my direction, which hit my hand. This act was not only uncalled for, but also aggressive and entirely inappropriate for a customer service ************** a customer, I expect to be treated with courtesy and respect. The behaviour displayed during this interaction was both offensive and intimidating, and it has severely impacted my perception of your company.I urge you to investigate this matter thoroughly and take the appropriate disciplinary action to ensure such conduct is not repeated. I would also appreciate a formal written apology from your team and information on the steps you intend to take to prevent similar incidents in the future.Thank you for your attention to this matter. I look forward to your prompt response.

  Business Response

  Date: 04/29/2025

  Thank you for the opportunity to respond. Management contacted the customer, addressed their concerns, and followed up with the team internally.

• Initial Complaint

  Date:04/19/2025

  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.

  This problem started in 2023. I was on a trip to *************, while passing through ******** I hit a deer. I called the police and then Enterprise about the event. I was told as soon as I get off the Highway to a place someone could pick me up they would send an **** to get me and take me to the closest enterprise and get me a new car. The officer then took me to a closed burger king and I called Enterprise back. They told me they had set it up and I would be picked up soon. I get a text and waited. By the way it was 20 degrees out but someone was on the way ok. 156 minutes later I received a text saying my trip was cancelled so I called back. They said they would try again and the same thing happened. I called and they said they would try Lyft this time with the same end result. I'm now in the middle of nowhere with a small closed gas station and a closed burger king and nothing else in sight. They said they would look for a taxi service and ************************************************************************************************* At this point I was left out in the cold for 2 hours and now had to find a hotel. I walked 3 miles to a hotel. I woke up the next day and started the whole process all over again being told they would send an **** which never came and then Lyfe with the same result to which I was told I had to find and pay for a local taxi service to take me an hour away to the nearest Enterprise at the airport and again I would be reimbursed. I had a taxi pick me up which was just a guy in a rusted out mini van that spent the entire time texting and arguing with his wife. When I got to the airport I was told they do not have a car and I would have to wait till one was available. I spent every hour asking for an update and was told they had none continuously. After a shift change I talked to a lady who then called a nearby office and got home. This is to long to put here the short of it i was told it was covered and they sent it to collections

  Business Response

  Date: 05/06/2025

  May 6, 2025

  BBB

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

  Enterprise Claim Number: 20344073

         

  To Whom it May Concern:

  We are in receipt of a complaint submitted by Mr. ****** This office handles damage claims for Enterprise Rent-A-Car. We appreciate having an opportunity to investigate the matter.

  Mr. ***** rented a 2022 Chrysler Voyager on October 10, 2023, from ***********, operating as Enterprise Rent-A-Car in ****, ****. On November 8, 2023, Mr. ***** was involved in an accident, and a claim was created. Our office billed Mr. ***** and his insurance carrier, Geico, for vehicle repairs. ***** issued payment less ********* $500.00 policy deductible, and the claim was later referred to a third-party collection agency.

  In an effort to reach an amicable resolution, the local branch has agreed to waive Mr. ****** $500.00 deductible, and our file is now closed. At Enterprise Rent-A-Car, we strive to satisfy all our customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service. 

  Sincerely,

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

  Damage Recovery Unit

• Initial Complaint

  Date:04/18/2025

  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.

  Im trying to pay for a ticket and the website says its paid its not paid its being sent to Collections and when I go to pay it they tell me no or I cant pay it my claim number is 758ZJY all I want to do is pay my $125 ticket Ive been dealing with this since February

  Business Response

  Date: 05/05/2025

  Thank you for the opportunity to respond. To ensure penalties are not added, or a hold placed on the registration of the vehicle,Enterprise pays the issuing agency for the citation. The issuing agencys platform will reflect that the citation has been paid as Enterprise rebills the customer. The credit or debit card on file for the rental agreement is then directly charged by Enterprise. If the customer would like to use another method of payment, please call **************. If the customer would prefer to pay for a violation by mail, this payment can be mailed to the following address:
  Enterprise Rent-A-Car Citations
  PO Box 4033289
  **********************

• Initial Complaint

  Date:04/18/2025

  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.

  On [insert date], I called Enterprise at ************************************************************** 3:30 PM to reserve a vehicle. During the call, I was assured that the car would be held for me and that all I needed was a valid debit card for the required deposit upon arrival. At no point during the reservation process was I advised of any additional documentation requirements beyond a state-issued ID and payment method.When I arrived at the rental location, I waited approximately 30 minutes before being helped. Once I was finally attended to, I was informed that my state-issued ID was not sufficient and was asked to provide multiple additional forms of verificationincluding a paystub with my address and proof of insurance also listing my address. None of these requirements were disclosed to me at the time of booking.When I questioned the lack of communication, the manager told me they did not have time to contact me to explain the additional requirements, despite there being more than an hour and a half between my reservation and arrival. The manager then stated that they were closing and there was nothing more he could do to assist **** was left feeling not only frustrated and misled but also discriminated against. I am a person of color, and the manner in which I was treated felt prejudiced and dismissive. I truly believe I was subjected to unfair and unequal treatment based on my appearance.This experience was deeply upsetting and completely unacceptable. The lack of professionalism, transparency, and empathy displayed by Enterprise staff is indicative of poor customer service and questionable business ethics.I am requesting that this matter be looked into by the BBB and that Enterprise be held accountable for their discriminatory and deceptive practices. No customer should have to go through such an experience, especially after following the guidance they were initially provided.Sincerely,****** ****** ************

  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.

• Initial Complaint

  Date:04/18/2025

  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.

  I had 2 vehicles replaced from enterprise due to faulty tires. The 2nd replacement that I received asides from the faulty tire, there was a small crack on the windshield that could be very easily missed. When I first got this vehicle, I did not notice it, and the rental car company did not offer to do a walk through to examine the damages of the vehicle. The next day, as I was driving the vehicle, I did notice that there was a very small crack on the drivers side of the vehicle windshield. I also of course noticed that there was a nail on one of the tires. I called roadside assistance flustered, and not thinking and recollecting how the crack was already there, I stated on the roadside assistance line that I assumed a rock hit the windshield. After the call and reflecting the time that I had the vehicle for that one day, I did not remember ever having a rock hit the windshield while driving. Now that I returned the vehicle, they want to charge me for the damage of the windshield. I disagree because I am more than confident to assume that the small crack was already there, and it was enterprises fault for not setting up a walkthrough to make sure that there was no damage on the van to begin with. They said that they want to charge me 450 dollars for the windshield.

  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.

• Initial Complaint

  Date:04/18/2025

  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.

  Im filing a complaint regarding the Enterprise Rent-A-Car location in ********, **, for poor communication and mishandling of my personal belongings left in a rental vehicle after an accident.On 03/25/25, I called to ask about retrieving my items from the vehicle, which had been towed. I was told to call back another day to coordinate with an employee. On 03/27/25, I followed up but was told by an employee he wasnt aware of the situation and would call me back. He never did.On 04/04/25, I called again and was transferred to the manager, who also said he didnt know about it and that the vehicle was now back in the tow yard. I explained that I urgently needed my belongings for work and was promised a follow-up. No one contacted me.On 04/17/25, I called again and spoke with an employee named **** (ID: *******. He was aware of my case but said hed need to contact the auction department.Ive made several calls and received little to no help. The items left in the car were both expensive and personal. Due to Enterprises lack of follow-up and internal communication, I am now at risk of losing them permanently.I am requesting that Enterprise either help me recover my belongings immediately or reimburse me for the value of the items. This situation has caused unnecessary stress and inconvenience, and I believe it should be addressed.

  Customer Answer

  Date: 04/18/2025

  Rental agreement #******

  Business Response

  Date: 05/01/2025

  Thank you for the opportunity to respond. Management has reached to the customer but left several messages as they have been unsuccessful in reaching the customer.They sent an email as they intend to speak with the customer directly.

  Customer Answer

  Date: 05/12/2025

  To date, I have not been contacted by anyone from Enterprise regarding this matter. My personal belongings, which were left in the rental vehicle, were never returned, and I have received no form of compensation or resolution for their loss. I find it highly unprofessional for a company of this size to mishandle customer property and make no apparent effort to rectify the situation. It seems clear that there is no intention to resolve this issue. I respectfully request that this complaint be made visible on your platform to help prevent others from experiencing a similar situation with this Enterprise location.
  

  Business Response

  Date: 05/19/2025

  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: 05/20/2025

  Thank you for the opportunity to respond. Management has contacted the customer via email and provided the necessary information to create a claim for the missing belongings.

• Initial Complaint

  Date:04/17/2025

  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.

  On April 13, I was scheduled to pick up my rental car at *************. When I arrived at the counter, I was advised that my rental SUV was not available. The *** was not very professional or empathetic. The *** told me that they called me to let me know the car was not available. I never received a call or text. Also, they indicated that they called a number in my reservation, my correct number was on the reservation and confirmation number. Needless to say, I never received a call or a text. They offered me to take a smaller SUV and come back at 3. While driving the following lights came on - left turn signal light out, parking light out and brake light out. As I was pulling into the area to return the original and pick up the new **** I was on the phone with Enterprise customer service and in fact they heard the tone and rudeness of the manager. He offered me an XL **** which I stated was too big, then he offered me the Chevrolet Trailblazer with low mileage. I was satisfied with the **** until our ride home from our trip. On Wednesday, April 16, I was driving on 95 South and the car would not accelerate and started making a loud noise and the engine light came on, luckily a gas station was at the next exit. I exited and pulled into the gas station parking lot, but luckily saw a fairly safe hotel, so I pulled into the hotel parking lot to call Enterprise Roadside Assistance. When I initially spoke to someone, she asked if I could reset the engine light, I advised her that I would not and I requested that Enterprise would need to send a tow and pick us up. After about seven calls to Roadside, calls from the tow truck and 1:45 hours, the tow truck finally arrived and an **** to take us home.I still have not heard from Enterprise!I typically use Enterprise, but this time was unusual! The tow truck driver, **** driver and hotel provided excellent customer service!!

  Business Response

  Date: 04/28/2025

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

  Customer Answer

  Date: 06/20/2025

  A corporate representative (*****) did reach out to me, she was very pleasant & helpful and made a satisfactory resolution.

• Initial Complaint

  Date:04/17/2025

  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.

  Consumer Complaint Enterprise Rent-A-Car Location: ********************************* In early August 2024, my personal vehicle was being repaired after sustaining damage at a local car wash. During this time, I was provided a rental vehicle through Enterprise Rent-A-Car at the *****, ** location. I was picked up by Enterprise at ************************* in *******, **, and per their instruction, I returned the vehicle to the same shop on August 16, 2024.On August 19, 2024, I received a call from **** ******, the branch manager, claiming the vehicle had been returned with damage. I was surprised by this delayed notification, as I had not been involved in any incidents. Mr. ****** sent two photos of the front bumper and stated a piece of the grille was missing. I requested photos of the vehicle at pickup, as the damage appeared pre-existing. He said he would review security footage and provide further documentation, but he never followed up.Nearly three months later, I was informed by my insurance provider that a claim had been filed by Enterprise. I disputed it, and after investigation, my insurer found me not at fault. Despite this, Enterprise pursued a demand through my comprehensive coverage, and a payment was made solely due to my status as renternot ************ March 2025, I was contacted again by Enterprise and told I owed a $650 deductible. I disputed this and spoke with ***** *******, an area manager. He falsely claimed photos existed showing no prior damage, but referenced the same email **** sentwhich clearly displays the grille damage in question. My request to speak with Micahs supervisor was ignored. Instead, I received more harassing calls from Enterprises Damage Recovery Unit.I am requesting Enterprise cease all collection attempts and harassment immediately, and I wish to speak with senior leadership to resolve this matter. Continued pursuit will result in legal action.

  Business Response

  Date: 05/01/2025

  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: 05/09/2025

  Complaint: 23219290
  
  I have reviewed the businesss response and respectfully reject it. I have not received any communication from the business regarding this complaint and will continue to wait for an appropriate response. Furthermore, I stand by my original request that all collection efforts, actions, and any form of harassment toward me be ceased immediately.
  
  Sincerely,
  **** *********
  
  
  

  Business Response

  Date: 05/14/2025

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

  Customer Answer

  Date: 05/18/2025

  Complaint: ********
  
  I have reviewed the business' response and am rejecting it because:
  
  May 18, 2025
  
  To Whom It May Concern,
  
  RE: BBB Case# ******** **** *********
  Enterprise File No. 21447372
  
  Thank you for your response. However, I must again reiterate and clarify my position regarding this matter.
  
  The local Enterprise branch did not provide any photographs to me showing that, at the time of rental, the vehicle was free of damage, nor have they provided any such photographs since. As Ive already stated, I recall the vehicle looked the same upon return as it did when I rented it. The burden of proof remains on Enterprise to demonstrate that the damage was not pre-existing, which they have failed to do. Any claim that photos were shared with me is inaccurate.
  
  Further, the so-called confirmation via electronic tablet does not replace proper photographic documentation. An electronic signature acknowledging receipt of a vehicle does not absolve Enterprise of its responsibility to document a vehicles condition before and after rental. It is unreasonable to expect a renter to know the precise body lines and contours of every make and model vehicle on the market, especially without guidance or documentation from the rental company. Without time-stamped, pre-rental photographs provided at the time of checkout, there is no verifiable evidence to support Enterprises claim that the damage occurred during my rental period.
  
  Additionally, I was not contacted promptly regarding this alleged damage. The first I heard of this matter was days after the vehicle was returned, and follow-up communication was not given. This delay is both unreasonable and unprofessional. Moreover, given the significant delay in notifying me of the alleged damage, can Enterprise confirm that the if the vehicle was not damaged prior to my rental that the vehicle was not damaged during that interim period while it was in the possession or control of others? That window of time also presents a clear opportunity for the damage to have occurred outside of my rental responsibility.
  
  I reaffirm that I will not accept financial responsibility for damage I did not cause and for which Enterprise has failed to produce compelling evidence. Furthermore, I strongly urge all parties involved to cease all attempts to collect this disputed amount. If this matter is not resolved fairly and closed without further demand, I will be forced to explore all available legal remedies against Enterprise and its representatives, both collectively and individually.
  
  Sincerely,
  **** *********
  
  
  
  
  Sincerely,
  
  **** *********