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

  299 Milk St Fl 7 Boston, MA 02110

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  26 New St Cambridge, MA 02138-1219

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  2021 Revere Beach Pkwy Everett, MA 02149-5918

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:04/15/2025

  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.

  We rented a van for a round trip from ***** to ** to attend my mother-in-laws funeral as we had many items to transport to and from the memorial.On the return trip, a low tire pressure alarm went off just as we crossed the border from ** to ** so we pulled off at the ** welcome station and had a flat. (It was also our 39th wedding anniversary that day.) We notified Enterprise and were told to call somebody to come pick us up. We explained we live in ***** and didnt know anyone. We were told to take an **** to the nearest Enterprise (45 miles away.) We explained we had a full van load and it wouldnt fit in an **** vehicle, we were told well thats your problem.We decided the best thing would be for my wife to wait with our belongings in the van for me to return with a replacement vehicle. When I arrived at enterprise, they would not release a replacement vehicle until the disabled one was picked up. I told them my wife was alone at a rest stop. They said theres nothing we can do. They sent a tow truck and my wife unloaded the van and was left sitting on a sidewalk until 11:30 pm. Police thought she was homeless and stopped and harassed her.I arrived a few minutes afterwards, collected our stuff and we left in the replacement vehicle. We stayed in ************ the next night and that vehicle ALSO had a flat as we were departing ************. I thought we would be given another replacement vehicle so we again unloaded and I left my wife at a relatives house with our possessions. Enterprise was only 1 mile away so I went there and waited for 1.5 hours until they opened. I was again told, Theres nothing we can do. We dont have any vehicles. Youll have to go to Tires Plus and get it fixed. I had no choice but to go get it repaired so we could be on our way.We reported what happened when the vehicle was returned and was told someone would contact us. Also tried corporate customer service and again no one reached out. Appalling service!

  Business Response

  Date: 04/25/2025

  Thank you for the opportunity to respond. Management contacted the customer,addressed their concerns, and processed a refund.

• Initial Complaint

  Date:04/15/2025

  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.

  Ive been attempting to establish a corporate account for over two years, with my most recent effort beginning February 3, 2025. After being approved by Ms. ***** on that date, I was informed the ******************** would follow up. Two weeks passed with no contact until ******* ***** reached out via email after I missed her call. I promptly responded, requesting a call back or for her to proceed with setting up the accountespecially since my local branch has been waiting to begin new contract agreements.Despite multiple follow-ups and explaining that phone appointments are difficult with my schedule, Ive received no resolution. Im still waiting for my approved account to be activated and have been forced to rent at higher rates in the meantime. This ongoing delay feels dismissive and unprofessional.I hope this matter can be escalated to someone who will prioritize it and bring it to a prompt conclusion.

  Business Response

  Date: 04/21/2025

  Thank you for the opportunity to respond. Management has previously reached to the customer via phone call and email. Management was able to establish contact with the customer and send account specifics for the customer to review.

• Initial Complaint

  Date:04/14/2025

  Type:Order 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.

  The manager - ******** ********* - of the enterprise location in *********, ********************, is extremely unprofessional and incompetent and lies to customers and takes advantage of customers.We had a reservation for a small SUV and tried to pick it up this afternoon 04/14/25 around 4 pm and she took our money, our CC, a deposit, etc. Had us sign a contract and then took us to a car that was NOT a small SUV, but a midsize car. We asked her about our small SUV that our reservation was selfie and she said she didnt have one SHE TOOK OUR MINEY, OUR CC - instead of being honest from the beginning and letting us know that she didnt not have a small SUV and ASKING IF we would accept a midsize car instead - no she was dishonest!! She took our money FIRST. Had us sign a contract FIRST. Lies to us and only AFTER we signed the contract, AFTER she had taken our Mon, she took us to a different car than what we had reserved. Did she think we would not notice?? She treated us like idiots - pretending that that midsize car was a SUV - instead if being straight forward and explaining and ASKING IF we would accept a different car - she probably charged us for a SUV even though she tried to give us a smaller car. This manager of the location on Barranca in ********* is completely shameless and takes advantage of foreigners.She is rude and unprofessional and stole our money without telling us FIRST that she didnt not have the car we booked.Enterprise does not seem to care about ***************** nor know WHAT SERVICE means.They take advantage of customers, they steal peoples money and think they can get away with giving customers smaller cars than what they prepaid for. Very dishonest, unprofessional, disgusting people and business.

  Business Response

  Date: 04/17/2025

  Thank you for the opportunity to respond. Management reached out the customer but did not establish contact. After further research of the complaint, management confirmed there is no payment on file for this reservation.

• Initial Complaint

  Date:04/14/2025

  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.

  After returning a rental car to Enterprise Rent-A-Car via their ******************* location for the Rental Agreement #*********. Enterprise Rent-A-Car has a business practice of providing their customers with a written Rental Agreement Summary upon the start of a rental and at the end via email or in-person. However, I was denied the written Rental Agreement Summary upon the end of my rental.

  Business Response

  Date: 04/28/2025

  Thank you for the opportunity to respond. Management attempted to contact the customer but was unable to leave a voice message. Management provided an up-to-date invoice to the customer via the email on file.

• Initial Complaint

  Date:04/14/2025

  Type:Customer Service 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.

  Location:  ***********************************************

  I was wrongly accused of stealing their car and was arrested all my money taken. The car wasn't stolen, aaa was in the process of doing a claim and my car was still in the shop getting fixed. I should have got a extention or option to pay put of pocket not harassed and taken to jail.

  Business Response

  Date: 04/23/2025

  Thank you for the opportunity to respond. Here is the response from our local management team;

  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 ******* ***** who rented a vehicle from Enterprise Rent-A-Car *************************************, dba Enterprise Rent-A-Car.
  The Area Manager from our **************** spoke with the customer who was arrested following a breach of contractual agreement. The Risk Manager and the Area Manager practiced proper protocol when reporting and escalating his case to local law enforcement. We are prepared to present documentation of each attempt to contact said renter, if needed.
  After speaking with the customer, they claimed that they communicated with our staff prior to being arrested. However, due to the nature of the circumstances we could no longer apply communication within this medium. The customer is aware that compensation will not be provided.
  We hope that our diligent efforts to communicate the severity of this matter demonstrates our commitment to customer service.
  Please let us know if you have any further concerns.

  
  

• Initial Complaint

  Date:04/14/2025

  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 went online and made a reservation at the Enterprise Rent-A- Car in ********* SC at the **************** location on Saturday April 12th, 2025. The reservation for the car to be picked up was at 9am on April 14th, 2025 and then to be returned at 9am April 18th, 2025. The day I was supposed to pick up the car, I got a call 30 minutes before my pickup time and was told that they had no car available for me, they then sent me to the * ***************** in ************, I was told they would have the car available there. I immediately went to that location only to be told they had no cars available for me either. I now have had to reschedule my plans until next Monday, I have high expectations that this will be fixed and taken care of.

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to respond. Management provided the customer compensation to resolve the matter.

• Initial Complaint

  Date:04/14/2025

  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 to rent a car for 4/11 - 4/13. Went to pick it up but they don't accept debit cards. Nowhere on the reservation does it say I need a Credit card. I've rented before from the same Business with the same debit card I tried to use this time. My refund is for a motel I booked in ******** Mo. for a cousin's funeral. I can't get that money back from ******** Enterprise screwed me.

  Customer Answer

  Date: 04/16/2025

  *************
  *****, ** 61874 

  Business Response

  Date: 04/17/2025

  Thank you for the opportunity to respond. Management has sent an email and left a voicemail for the customer. All rental policies are made available for the customer via our online company website. We apologize for any inconvenience this may have caused the customer.

• Initial Complaint

  Date:04/14/2025

  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 booked a rental car for pickup on Jan 24th and return on Jan 27th. I arrived at the location on time for pick up. I gave my details to the representative at the desk to be checked in. After waiting a long while, the representative told me that he was new and was going to call someone over to the desk for assistance. After a couple of representatives approached him to assist, I asked if everything was ok. The new individual told me that there were issues with the machine. I waited some more. When the representative that usually assists me approached the desk, I asked him if the issue with the machine was fixed. He told me there was an issue with my ID. I told him when I rented from the location a couple of weeks prior, there was no issue with ID and that nothing had changed. I left the location. I called customer service who told me that there was no issue they could see but I might be on the "do not rent list." I informed the customer service representative that I pick up and return on time with the agreed upon fuel level with no issues.

  Address: **************************
  City: ******
  State/County: AL
  Zip/Postal Code: 35244

  Business Response

  Date: 04/24/2025

  Thank you for the opportunity to respond. Management spoke with the customer, provided clarity on the matter, and reinstated the customers rental privileges. 

  Customer Answer

  Date: 04/27/2025

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

• Initial Complaint

  Date:04/14/2025

  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 on 06/05/2024, in **************, did a one way rental, returned it to the **************** Enterprise location, same day, around 2-2:30 NC time. I was charged $394., but was refunded the $300. deposit, so actually paid $94. The nature of the dispute: I received a letter in the mail on 09/13/2024, more than 3 months later, saying there was damage on the car for $911.50 plus admin. fees, diminished value, loss of use, for a grand total of $1410.04. Enterprise said they notified by email, but they did not, as they did not have my correct email. We have been back and forth with numerous phone calls and hrs of time. So many red flags. #1: when I returned the car, I asked the young lady to do a walk around the car with me, but she said she could not do it now, she was too busy, shed do it later. I will be ********************************************** my life. There should be video and audio evidence of her telling me that. Live and learn. In the damage recovery unit, on 04/09/2025, the employee I spoke with told me that until the inspection is done, when the car is returned, Enterprise holds the customer responsible for any damage. On their accident report, the time is 15:43, or 3:45 when I returned the car between 2 and 2:30. I asked for time stamped and date stamped photos of the car, showing the damage, but only got photos with no time or date stamps, meaning they could have been taken days, weeks, or months later. In paperwork for the itemized repairs the estimate info is dated 08/19/2024. I have emails with picture attachments I can provide you. From photos you can see where Enterprise highlighted numerous pinkish marks ALL OVER THE CAR, the front, back, and both sides. I asked if theyre saying I did all these scratches. They said no, just where the hood meets the grill is a small indentation. My brother, ****** ****** has helped me in trying to resolve this, and give permission to talk to him. I DID NOT DAMAGE THIS CAR! *** HELP! Thank you!

  Business Response

  Date: 04/17/2025

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

  Customer Answer

  Date: 04/17/2025

  After reading Enterprises response, that they are closing their file on this, I just want to be clear that this means that this is completely settled? Also, just wanted to make sure that this will not go on my credit report? And finally, that I hope this will not be held against me, that I would hopefully be able to rent from Enterprise again, if needed. I greatly appreciate Enterprises decision, and sincerely say Thank You.

  Customer Answer

  Date: 04/25/2025

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

  After reading Enterprises response, that they are closing their file on this, I just want to be clear that this means that this is completely settled? Also, just wanted to make sure that this will not go on my credit report? And finally, that I hope this will not be held against me, that I would hopefully be able to rent from Enterprise again, if needed. I greatly appreciate Enterprises decision, and sincerely say Thank You.
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/13/2025

  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 4/11, I rented a car from Enterprise MSP Terminal 2 for 24 hours and was supposed to drop it off the next day at **************. The agreement mentioned the car had 18K miles. In reality, it was almost 85K (attached). I was supposed to arrive in ****** at 1:00 AM. It normally takes a couple of hours to do 140 miles. However, it took me more than 5 hours. I arrived at my destination at 4:00 AM. The reason for that is that Enterprise gave me a death trap. I assumed the rental agreement implied a reliable car that would take me from point A to point B safely and will keep up with traffic, especially on the freeway. The agreement did not say anything about a death trap. As soon as I got on the freeway, the car started shaking vigorously, all lights on the dashboard came up, and the speed dropped to 20 miles/hour. Regardless of how much I try to accelerate to keep up with traffic, the car did not exceed 40 miles/hour. Trucks on the free almost hit me countless times and I saw death closely. It was after midnight and cold and I felt like I was going to die that night. I called Enterprise roadside assistance and notified them via text of my location, but they kept me on hold for an hour until my phone died (attached). I have been travelling all day and was so exhausted and distraught. I do have videos of the ordeal in case they try to undermine what I went through. I slept for a couple of hours and called Enterprise and this time roadside assistance finally spoke to me and sent a truck to tow their death trap on Saturday April 12 at 8:00 AM. I was supposed to have the car all day that day but I did not. I called Enterprise customer service to discuss refunds and further compensation. The reps were less than helpful and said I have to wait for the location to contact me. I cannot call them. They have to call me. Of course no one reached out to me. I have been a loyal Enterprise/National customer for years. However, this experience was life threatening and traumatizing.

  Business Response

  Date: 04/15/2025

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

  Customer Answer

  Date: 04/16/2025

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