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 2529 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

  299 Milk St Fl 7 Boston, MA 02110

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  62 Taunton Ave Seekonk, MA 02771-6130

• 

  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:01/18/2023

  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.

  On 01/17/2023 at about 2:36pm, Enterprise Rent-A-Car, ************************************************************************. Black 2020 Mini ****** at the car return lane. Rental Agreement # ******.At about 2:43pm, an employee came out from the Enterprise building and inspected the car. I advised him (later he identified himself as ****** and refused to provided last name) the rental was due yesterday (01/16/2023, before 5:00 P.M.). I've brought it in and the person who was inspected the car stated he found hairs and floor mats dirty. It was going to be addition $150.00 fee to clean it. I ask if I can keep it for another day. I will have it clean. I asked how much will it be. He stated $33.74. I said okay and thank him. ****** stated he had to check for damage and the fuel in the vehicle. After he was done. He told me the total charge was $92.08. I told him the employee from yesterday told me it was $33.74 a day. I asked ****** what was the charges or fee? He advised me he don't know and showed me the tablet. I ask him what is that? He said thats all he can do. I told him let me call my insurance and figure this out. At about 2:40pm, I enter the building and another employee helped me. She couldn't find my info. Later ****** walked by and I told her that he was who helped me. I asked him, what was the charges and fee. He stated it was a calendar thing and asked if I wanted to talk to his manger. I told him to please print out the receipt, corporate number, and his first and last name, so I can let corporate know who I was helping me. He printed out the receipt and wrote down corporate number. He handed me the receipt. I asked if his hame was on the receipt. He stated no. I ask him can I please have his full name. He stated ******, you don't need my last name, with an attitude and stated he is the only ******. I handed him the receipt to write his name. He refused and handed me a pen and write it myself. I placed the pen down and it slide down. He yelled at me stated I was rude.

  Business Response

  Date: 02/03/2023

  Thank you for the opportunity to respond. ***************** spoke with the customer, and he was looking for a refund and an explanation of his charges.  They apologized to him for how the overall situation was handled and told him they would refund the $58 dollars, as he stated he was told he would only be charged for $33.74. 

  Customer Answer

  Date: 02/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:01/18/2023

  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.

  I came to enterprise on **** ** ***** ****** ***** ***** ** ***** I initially called on 01/17 to reserve for a pick up for 01/18 my reservation had been in since 01/12 when I called the rep ****** confirmed my pick up but told me to call the morning off to make sure they come. When calling the morning off I was placed on a 30min hold they knew my reservation was through insurance and I needed pick up from a body shop.
  They informed me they are short staff and can I take a **** I said I made this appointment to avoid fees, I asked if I **** would I be reimbursed and they said yes take a screenshot of payment after speaking to there manager. Upon arrival the manger ***** then stated they can not reimburse me since I’m not paying anything but this was not told on the phone and they knew it was an insurance rental .The manger ***** was being sarcastic and unfair then stated to me because I was upset no cursing no yelling but voicing how there miscommunication caused me ,He stated I would not be renting here! After I paid money they said they would reimburse after I did every single thing I was suppose to do in order to pick up a car. as I was having a private conversation on the phone he listened in and then said because I voiced how I wasn’t going to handle this the ghetto black way I would be calling corporate. He said oh I’m being race and I said I’m having a private conversation this has nothing to do with race it’s how I’m going to handle the situation!!!! The brands manger who can hear the conversation says nothing as I sit 30mins waiting to speak to him !

  Business Response

  Date: 01/19/2023

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

• Initial Complaint

  Date:01/17/2023

  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.

  On 8/31/22 I had bought my car to ******** place to have work done on my car. ***** insurance paid for the entire rent a car bill. When I arrived at the collision place there was the car and enterprise car rental represented waiting for me. I told her that ***** insurance is paying for the rental and I should not pay anything?
  I was not giving a choice to rent this car they had waiting for me. If they didn't have available the car that the insurance company pays for 100%, I should not pay this $168.19 for here upgrade of the car. I gave no approval to any of this???
  When a car is not available they should upgrade with no extra charge. That car was waiting for me at the collection place.
  I called ******** ******* few times to dispute this charge and I was recharged???

  Business Response

  Date: 02/03/2023

  Thank you for the opportunity to respond.  The renter was contacted and a refund was processed to resolve the situation. 

  Customer Answer

  Date: 02/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The manager of the ******* location where car came from  wrote me a email about this situation  said he wanted to speak to me. I made 2 attempts   I returned the call and spoke to another ******* in that office. I called again left a message for him to call me back and he never did???
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:01/17/2023

  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.

  Was contacted yesterday to provide feedback about my rental. I said stop in an effort to not provide feedback. As a result I was contacted via a different number for the same company today to fill out a survey about my experience with the rental. At what point does no not mean no and stop not mean stop? Im sure as a man if a woman told me stop texting and I used a different number I would be arrested for harassment. Why am I not afforded the same right??? I shouldnt be contacted via multiple numbers from a multimillion dollar organization who can afford thousands of numbers. I dont want to be contacted ever again by this corporation.

  ******************************br>Olathe KS, 66061
  **************

  Business Response

  Date: 01/19/2023

  Thank you for the opportunity to respond. The branch is fully aware that the customer does not want to be contacted in regards to any of the surveys for future rentals. We have apologized to the customer for the automated messages that are sent on behalf of the rental branch.

• Initial Complaint

  Date:01/16/2023

  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.

  They were working with my insurance company on a rental and told me I needed to turn car in by Jan 6th, which I did. When I turned car in. They said I owed $60. I told them that I did exactly what they told me to do for there to be no charges. The employee told me that he would try to work it out with insurance, but I would not be responsible if they couldnt. I made sure he would not bill me before leaving and he said I wouldnt be. Next thing we know, they billed my credit card without permission and refuse to resolve. This is fraud in my mind and no company should be able to treat customers like this.

  15380 **********************, **********, ** 63385

  Business Response

  Date: 01/26/2023

  Thank you for the opportunity to respond.  Management is refunding the amount referenced due to a misunderstanding created around return time.  

  Customer Answer

  Date: 01/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/15/2023

  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.

  Dear Sir/Madam,
  
  Reservation number: ********** Membership number: ******* Rental agreement number: ****** This is regarding a 1 way rental from Latrobe, PA to Charleston, SC.
  
  I completed my reservation with Enterprise and I was billed much more than initially agreed upon. The initial agreement was for $506.02.
  
  I was incorrectly charged $811.74. This was due to an incorrect extra 1 way charge, plus taxes, added to my reservation.
  
  The extra 1 way charge was refunded, which totalled $231.18, however, the additional taxes were not refunded. I was charged a correct gas charge of $6.10 as I returned the car with a slightly less amount of gas than when I rented it out. Therefore, I was still overcharged $68.44, and so I am requesting that amount be refunded.
  
  So the math is as follows:
  811.74 - 231.18 = 580.56.
  Take away the gas charge of 6.10 = 574.46.
  
  So I was still overcharged: 574.46 - 506.02 = $68.44
  
  I have reached out twice to have this resolved, yet I have not been successful.
  
  Regards,
  *******
  Pickup
  Friday, November 25,
  2022 1:39 PM
  ******* *******
  *** ******** **
  ***** ***
  ******** ** **********
  ***

  
  Return
  Friday, December 2, 2022 8:36 AM
  ********** ***** ** ****
  **** ************* **** * ***
  *********** ** **********
  ***

  Business Response

  Date: 02/15/2023

  Thank you for the opportunity to respond. The Area Manager confirms discussing the situation renter and has rectified the compliant through refunds.

• Initial Complaint

  Date:01/15/2023

  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 on a monthly basis for work. I started my dealings with Enterprise in late July 2022 at the Kenner, LA location. I started my current contract on 10/31/22. I renewed my contract on 12/27/22 at the Metairie, LA location on Airline due to connivence. At that time my government issued credit card was charged for fees from December 27 - January 26 instead of being authorized.
  I contacted the Airline location to let them know this is not how this has worked in the past and the issue it caused. After being on the phone over an hour about it I was told they couldn't correct my December 27 transaction. I did call the ****** ******** and they seemed to understand what I was saying but said they couldn't due anything about it due to not being their contract.
  This really is a shame because Enterprise is collecting a nice revenue for my rental.

  Business Response

  Date: 03/15/2023

  Thank you for the opportunity to respond.  The ticket was rewritten on 1/19 in an attempt to resolve the situation. 

• Initial Complaint

  Date:01/14/2023

  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 rented a vehicle from enterprise of East Orange NJ on 01/10/2023. On 01/14/2023 the engine on the vehicle died. I made it to work 1.5 hours away. But now I'm stuck here. I called the enterprise road side assistance at 4pm to switch vehicles out. I was informed it can take 4-6 hours. After not hearing from them for 2 hours I called back. And was told the tow and exchange of cars was canceled. I have called from 4pm to 9:30pm with no real solution. I'm have no car and stuck.

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

  Business Response

  Date: 01/17/2023

  Thank you for the opportunity to respond.  The customer was switched into a new vehicle on 1/15/23.

   

• Initial Complaint

  Date:01/13/2023

  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.

  To Whom it May ******* at Enterprise-I received a letter today (1/13/2023) via email saying that there was damage to the vehicle that I rented on 12/24. The vehicle was rented at the ********, ** airport location and returned directly to the *********, ** airport with no damage incurred by me (the driver). Enterprise employee never did a walk through with me at either location (********, ** airport or *********, ** airport), and when I received my final invoice it was checked in two days late (on 12/26) so I was overcharged and had to call Enterprise to confirm the correct drop-off date and time and have my invoice adjusted. If damage occurred to the vehicle during that time it is purely the fault of Enterprise. I also was firstgiven a vehicle that was making a noise and returned it for a new one (JEEP), the one noted on the claim..I will be reporting this to my insurancecompany to ensure there is no claim filing against me for damage I did not do and I am looking for a response that acknowledges the customer did not damage the vehicle, there was no walkthrough done on 12/24/2022 and that the false damage claims are dropped. Again, there was nobody to do a walk through. My rental car was also "checked back in" by Enterprise incorrectly, two days late, two days after I dropped it off at the airport and I had to call and get the charges corrected. This is not a way to treat a customer.I always choose ******************** for their good customer service- this is poor service all around.Travel this season has been an absolute nightmare and false damage claims on a rental vehicle from a trusted company is absolutely terrible.

  Business Response

  Date: 01/17/2023

  Thank you for the opportunity to respond.  Management has notified the customer that they will not be responsible for these damages based on the return process at the location. 

  Customer Answer

  Date: 01/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/13/2023

  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.

  ***** ******** ****, ******, ** *****

  12/5 I came to pick up the rental ***** **** set up for me with a $25 daily allotment when I arrived enterprise tried to charge me $35 daily for a Jeep Cherokee I advised them no this is for $25 allotment and I didn’t want anything over the cost of that. I was told I have to put down $50 deposit so I gave them my **** credit card that was charge $50 but then on 12/7 they charged my card $100 I called and asked about it I was advised don’t worry about it and it will fall off. **** (who states he was the manager) advised me I wouldn’t be able to rent a car for $25 anywhere I advised him otherwise and that if they don’t have a vehicle for that price then they should have advise my insurance company of that so they could set up for me to go elsewhere the **** says you can bring the Jeep back tomorrow 7:30 I asked how is this going to work I have to be to work at 8 am and I shouldn’t have to miss work for your guys mistake **** said I will come in at 7:30 so I can have this done and I will put you in an Nissan Altima for $25 I said okay but I arrive on 12/6 like he advised and they put me in a Nissan Rogue I went to work notice a stench and how dirty the radio touch screen, windows smudged it was pet hair dander throughout the car on my drive to work turned the heat on and the car smelled horrific it was worst I called spoke with a ******* who goes by **** (who states he is the manager) let them know they say bring it back but the ******* refused to come in early and refused to allow the staff to do so he said we open at 8am no one will be here before that. I advised we’ll why can you all accommodate me like **** did this isn’t my fault long story short I had to leave work early to have this car switched out because they failed to sanitize and clean the vehicle before renting it to me came in and I was placed in a mini Cooper which I had until 1/9/23 I went in on 1/6/23 because no one would return my call and I needed to know what my cost would be when I returned the car on 1/9/23 since no one answered I left work early to go to that location 1/6/23 I get there and speak with **** who also told me I the 1/4/23 they never received payment from ***** **** and no one by the name of ***** works there although that’s what the young man who answered the phone earlier and was supposed to tell **** to call me back it never happened so when I called back ***** answers and transferred call to **** when I again reiterated that ***** **** called on 1/3/23 spoke to ***** confirmed payment was received. **** says nothing was received but I can do a conference call and he’ll speak to ***** **** So 1/6/23 I call no answer so I go up to enterprise I speak to **** with ***** **** on speaker and he say you will owe $344.83 I’d you return on 1/9/23 if you return on 1/10/23 you will owe $369. 84 I asked for this in writing because I wanted to also bring this to the attention of the auto body shop because they were the reason why I had the car for so long due to part delays and ***** **** doesn’t extend for part delays that will be a out of pocket cost to the customer but **** says I can’t give you a copy if this the system will not let me because your ticket is open. You can have a copy once you return the car. I arrive to return the car the young man who checked the car in says $344.84 do you want to place on your **** I say no I just so happened to have cash but then realized I only had $300 in cash so I said don’t worry about it charged that card he says ok your all set I ask for a receipt he says it’s emailed to you but when I check my email it say I was charged $494.84. I called **** says your weren’t charged twice and you owe $494.84 I said how that’s not what you said 1/6/23 as to why I wanted in writing because I know you all lie it’s been a shit fest since day one and when I returned car in 1/9/23 $344.84 was the total I was given verbally for the second time and receipt was refuse but I was told I receive via email and that wasn’t what was charged. I looked at my statement and spoke to **** and $394.84 along with a charge of 494.84 but no one at Enterprise can tell me why. When I asked about the $50 the two days later $100 they could explained why and when I asked for a receipt because I filed a dispute with **** **** refused to the point where I called the police and they couldn’t make him give it to me because he lied and say the system is down because it was after 5pm so I said if I stole the rental then you be able to produce a receipt with all my info and I called the toll free number and they said they could fax to him the receipt so he can send to **** and and asked would he be willing to do that he said no because we are closed. I will call you tomorrow with my area manager Lauren and she will resolve it as if today 1/12/23 I still haven’t heard from anyone

  Business Response

  Date: 03/15/2023

  Thank you for the opportunity to respond. A refund was processed on this rental in an attempt to resolve the complaint.