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

  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:05/18/2023

  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.

  Rented it a vehicle from enterprise in early part of February, and had like a little dent that needed to be fixed it occurred as we had the vehicle and we acknowledged it and also gave them all both insurance information . then felt like they was going to do something fraudulent before we left. They ask us for $1000 upfront which deductible was only 500 and also the manager said he could not let us leave unless we could give him some type of money ,how much money could we give them ,didn’t matter how much .Since we didn’t do that we constantly get a bill for $461 which the insurance company should have taken care of. Why would they ask us for thousand dollars upfront for deductible but it-was only 500 ,and then just ask us to give them some money, I guess for them to put in their pocket, feel like this whole thing is fraudulent feel like the whole thing was off and the manager was very unprofessional. Just try to extort some money from us and since we didn’t do that they harassing us with a bill that we are not willing to pay, insurance company took care of everything . Also put us in a vehicle that just actually ate up all the money that we have allowed it for a rental vehicle . This place is just there to be greedy and make money off of people. The location of Lem Turner rd has a very bad reputation in the city .This is a Jacksonville Florida.

  Business Response

  Date: 05/22/2023

  Thank you for the opportunity to respond.  Management reached to the customer to discuss and explain both the deductible and price of the rental. The customer said that she may call back, and management let them know they are welcome to do so if they need to continue the conversation. 

• Initial Complaint

  Date:05/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle from Enterprise April 13, 2023. I rented the vehicle for a month making necessary payments for my accommodation. I called in a payment on May 15, 2023 to extend my rental agreement to May 17, 2023 and to also notify the business of check engine light that had came on. At that time I spoke with ***** at the ** ****** location in which I received the vehicle. She informed me that I must rewrite my contract. The $300 deposit I submitted for the vehicle would roll over to the next vehicle. I was also informed by another employee, *******, that my deposit would roll over to another vehicle. May 17 comes and I stop into the location around 9am to rewrite my contract and switch vehicles. I spoke with ******* and another gentleman. I was informed that I needed to come back around 4pm when vehicle would be available. I come back to location around that time and the men at the location were oblivious to the fact of my switch out and rewrite. They refused to roll over my deposit to new vehicle and insisted I pay another $300 deposit which was not what I was informed. The gentleman then tells me my original deposit would be refunded within 24 hours and I can come back May 18, 2023 to pick up vehicle. I have not received the refunded amount. I also asked to speak with Manager. They informed me his name was *** and he was not in. I asked for them to take my number for *** to give me a call. In which the gentleman responded for what? He stated my name is in the contract and he would have *** call me today. I had to make arrangements to get home from the location. *** did not reach out to me. I tried calling the location on multiple occasions for a resolution to the wrongful information I was given. I believe with multiple employees stating my $300 deposit would roll over that it should have been honored by the company. I have not been able to get in contact with location in regards to the matter and I am very upset at the service I received.

  Business Response

  Date: 05/22/2023

  Thank you for the opportunity to respond. The branch resolved the issue with the customer, and as of Friday, she was coming in to get another car.

• Initial Complaint

  Date:05/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Enterprise on 4/17/2023 while repairs were made on my vehicle per Allstate's reimbursement policy. Per request, I opted to pay additional for Sirius/XM satellite services at 5.99 per day for the week I rented the car. I was told the services may take "2-3 hours" until it was turned on. When I got in the rental car the following morning, I still did not have satellite service. I had received an email from Enterprise on 4/18/2023 asking if there were any issues with the service thus far. I "replied all" to the email and sent an update that my satellite service was still not working and sent it. Please see attached copy of email sent. I never received a reply from any of the included parties to that email. On 4/19/2023, I called the 800 Enterprise number to inform them that, not only was my satellite not working but I might need to extend the rental for one day per the collision company fixing my car. I was told I would be receiving a call from the location that I rented the vehicle from by the end of the day, which did not happen. The following day, I contacted the location directly and explained the situation. I was told that I would not be charged for the satellite service that I had not received, they were not sure why service could not be downloaded and I could come by and exchange cars if I wanted. I decided to go the remainder of rental without satellite service. When I received my credit card bill I noticed the final charge was only changed by the $200.00 hold they initially pended to card. I contacted Enterprise directly and explained the situation. After a lengthy hold, I was told the charges could not be reversed because "it has been too long." This is unacceptable and I will not pay for a service I did not receive as a matter of principle. Especially after contacting them directly regarding absence of service within 24 hours and being told the charge was removed. Totally unacceptable and unethical.

  **** * ********* ***
  
  *** *
  
  ***** ********* ****** ******
  
  ******* *************
  
  *********** * ******

  Business Response

  Date: 05/31/2023

  Thank you for the opportunity to respond. Management left a voicemail for the customer letting her know that the satellite radio charge was refunded and to reach out to them if she had any questions.

• Initial Complaint

  Date:05/17/2023

  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 with Enterprise on April 20, 2023 and returned it onApril 25, 2023. I registered the plate and car with IPASS and Pay by Plate, the vehicle was covered for tolls. Four of the tolls, for some reason did not register to my account and Enterprise had to pay them. I reached out to Enterprise and was initially told they would waive the $25 administrative fee. They did not, they charged me $25 for $8.50 in tolls for a total of $33.50. I offered to provide a letter from IPASS, along with verification of the vehicle being covered by my IPASS/Pay by Plate, and they did not care. Enterprise ran me in circles and never could or would provide me with a citation number from IPASS so I could dispute the charges with IPASS. To summarize, Enterprise said they would waive the $25 administrative fee, they didn't, I offered to provide a letter on letterhead from IPASS stating the plate and car were covered during my rental period, along with other documentation from IPASS showing other charges to the plate paid under my IPASS. They still charged me the fee! Bad business customer service, I won't be renting from Enterprise ever again due to this; they are not the only car rental company in our area.

  Business Response

  Date: 05/26/2023

  Thank you for the opportunity to respond, and we apologize for any difficulty in resolving the situation.  A refund has been processed for the admin fee. 

• Initial Complaint

  Date:05/17/2023

  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.

  check engine light was on the first car. I had issues trying to swap at different location.
  I was told I would be fine but the car didn't want to pull forward at times on the hwy. the second car I was given was below half tank of gas, I was still charged for a full car that was supposed to be at a full tank on arrival and purchasing of the vehicle. the 3rd car was given provided by another branch was a dodge charger was swap without using credit card. I was told at the Lithonia branch I couldn't drive that particular car without credit card , but the day on arrival to return at the original branch one employee told me credit card was not needed. once I tried renewing my contract the car was taken from me because they told me I didn't have a utility bill or credit car. i have renewed twice and the supervisor at the Lithonia branch never requested those documents stating that was needed to rent. it put me out of work for a whole day giving miss leading information. and renting a car to a customer for two months but not even following a policy themselves , at the Lithonia branch location I have mike listed as supervisor and the second renewal I done was by nick, They were rude I don't appreciate the service i want a full 800.00 refund for loss of pay from work I put 300 for car and deposit which equal to 800.00 i want my money back before I have to take legal actions. you all provided me with a check engine light bad car from the beginning and i was told it was fine to drive. And I only received bad service the whole Time I was dealing with Lithonia branch. there unprofessional and rude they all need to be fired in my option one not following procedures for rental and second rude no professionalism. I don't know what to tell you is not a great answer to give a customer. it comes off as i don't give a ****... I just want my 800 back.

  Business Response

  Date: 05/30/2023

  Thank you for the opportunity to respond.  Management spoke with the customer to clarify some items. An apology was offered and a small refund processed to resolve the complaint.