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

  179 Chief Justice Cushing Hwy Cohasset, MA 02025-1203

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  685 Washington St Hanover, MA 02339-2280

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  8 Cottage St Mansfield, MA 02048-2210

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  49 State Pier New Bedford, MA 02740-7254

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:01/09/2023

  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.

  Location involved: **************************************************** I live in ****** and was involved in an accident driving home at 8pm on New Years Eve, 2021-22. I have *****, so after calling and filing my claim, i was given a discount code that they give to members towards a rental from Enterprise. I had work in the AM, so I called Enterprise, but being it was New Years Eve, their call center was closed. I knew the Enterprise at the airport was open, so i went online to reserve a car. I got to the area on the website for promos and entered my code, but a message popped up saying the code couldnt be used for online rentals. No worries, the last time i was in an accident, i physically went to the local branch, gave them the code, and was good to go. Just to be safe, i finished my reservation without the code, and got a confirmation (**********). At this point, its about 9:30pm and to make the situation tougher, it was our first snowstorm of the year and the temp was projected to be around -4 Degrees later in the evening. I waited 45min for an Uber, and even though it was only 12miles to Enterprise, with surge pricing it was a $60, but i was happy to pay it and to finally be starting my journey home. I arrived at Enterprise and tell the gentleman at the counter that i need a rental, and it was for a Geico claim. He told me i have to do the claim over the phone and can&#**;t do it in person, at which time I explain the call center is closed due to New Years Eve, and that i had previously done this in person at another branch, and it wasnt an issue. He again tells me that over the phone is only way this can happen. I then told him that i had also made a regular online reservation, just in case. He points me towards another counter. I walk up and they ask for my ID. They then proceed to tell me that since i have a local ID, there&#**;s an extra $400 deposit. What?!?! You charge more for actual residents of this state?!?! Fine, its after 11pmon New Years Eve and i dont have a choice. They ask for my credit card. I tell them i was using my debit card and they say they only accept credit. I told them that with the extra $400 deposit amount, i didnt have enough room on my credit card, and that i had used debit card for my online reservation. Again i was told they only accept credit cards. I reiterated that i had made my online reservation with my debit and had no issues and the website said nothing about having to have a credit card, nor did it say anything about an extra $400 deposit. They just kept saying "sorry, but we only accept credit". I offered to put a majority of it on my credit card, as much as it would allow, and then put the remainder on my debit. Same answer again, but each time it was given, it was given with more and more contempt in their tone. (Real quick, I do want to mention that i have pics on my phone verifying all this info, from the Uber receipts to the Enterprise conf., to the weather that night from my app, but i dont remember the supervisor/MOD&#**;s name, but he was a blonde haired male, about 5&#**;10".) So i brought up that if their website wouldve told me any of this when i made my reservation, i wouldve never taken an Uber all the way out to the airport, during a snowstorm, on New Years Eve. The manager literally said, "yea, sorry about that". He even told me he knew the website didnt mention any of that, and still made me feel like he was the one being inconvenienced here. Now, i had kept myself in check all the way up to this point. I hadnt raised my voice, or cursed, nor was i disrespectful to any staff. I decided to give it one last try, and try and appeal to some sense of humanity with this gentleman. I explained it was almost midnight, on New Years Eve, and getting another Uber out there would take forever, and it would cost a small fortune, and lastly that i had done everything correctly, as far as my online reservation went, and to please just help me. His reply, "sorry, i can&#**;t help you". Can&#**;t or won&#**;t?!?! At this point, i&#**;m upset. Also, their branch is about to close, and they tell me i have to wait outside for my Uber. I said it was -2 degrees out, and there&#**;s no real canopy to wait under and my Uber app says over an hour. Nope, and to add insult to injury, their are now 2 male staff standing behind me, apparently to act as muscle in case i lost it on this guy, no matter how justified it was. If i remained at that place any longer, i dont know what i would&#**;ve done, plus i couldnt just stand outside in that weather for over an hour waiting for an Uber. I want to state again, what kind of lack of customer service or just plain humanity would make someone wait outside in a blizzard because of a policy error, which i believe was on their end?! I knew there was a gas station about 1/2 mile away, so i start trekking down the shoulder of the main road for the airport, occasionally getting snow and slush thrown on me from the tires of vehicles passing by. When i arrived at the gas station, i was soaked, frozen and in a decent amount of pain. I find a seat, open my Uber app and start the process of watching the app search and search for drivers. Its now after midnight and i wait and wait. Long story short, the Uber finally got there, it was a $140 trip to my house. I finally made it home around 2am, again beginning this whole ordeal around 9:30pm, and woke up the following morning with a $200 Uber bill, a horrible cold and the feeling that most of this could&#**;ve been avoided, had the staff at that Enteprise had even an ounce of empathy or understood what the word meant. It was obvious the manager there just did not care at all. Happy New Years to me! As far as a resolution, i dont want an apology, since after witnessing this behavior, i&#**;m pretty sure it wont be genuine. I&#**;d like my money back for the Ubers and i believe i&#**;m entitled to a little more, but i&#**;ll leave that up to Enterprise. (I would like to mention that my troubles with Enterprise did not end there. That following Monday i made another reservation and went to the branch, only to have them tell me that even though i made the reservation, that didnt guarantee me a vehicle and they were pretty disrespectful about it. I even called ***** and had one of their claims people call on my behalf, while i listened, and they were extremely rude to her as well, to the point that she terminated the call. She made notes about it on my account and was stunned at how they behaved, but thats a whole other story.)

  Business Response

  Date: 01/19/2023

  Thank you for the opportunity to respond. We spoke with the customer and he was pleased with the resolution and our response time. We discussed the situation and will be covering the cost of his Uber trips and sending him a refund in the amount of $300 for the trips, and his time spent.

  Customer Answer

  Date: 01/27/2023

  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:01/07/2023

  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 picked up a car on 12/5. The car was paid for by my insurance company due to an accident I was in. On 12/20 the car stopped working. I could not get the car towed that morning due to me having to go to work. I had to pay for an ****. I called after work to get it towed. The tow truck arrived and informed me he could not tow it because the car could not be put in neutral. The tow truck driver advised me to call the enterprise in the morning and have them send out a different tow truck. I called enterprise the next day and was advised I had to call roadside assistance again as they could not send a tow truck and the tow truck driver should be able to do an override to get it in neutral. I called roadside assistance again and they sent the exact same kind of tow truck who said the same thing. He could not override the system and could not get the car in neutral. I called corporate to file a complaint and was advised someone would give me a call. No one ever called. This was 2 days I had been without a car and paid $90.06 for ****s back and forth to work. A 3rd tow truck was eventually sent out and after about 2 hours he towed the car away. A new car was dropped off on 12/22. I was charged for tolls and my deposit is being held up because they are claiming my insurance company has not paid for the extra days. The extra days and the tolls should not be an issue being as though I was without a car for 2 days due to issues on their part and given the run around. This was horrible experience and even worst customer service. There is not accountability what so ever. Each time I call I’m told “ this is separate from us. We have nothing to do with this part of our company.” This is all one company. No one tries to rectify a situation. They all pass the issue on to “a separate part of the company” which I’m guess they cannot communicate with. I want my deposit back and I want a refund for the tolls. Enterprise located at **** ** ********** **** ****** ***** ** ******

  Business Response

  Date: 01/25/2023

  Thanks for the opportunity to respond. As of 1/17 our team had not heard back from multiple attempts to contact the customer on 1/2, 1/10, and 1/16. The file has since been closed on 1/11, and her $50 hold was released back.  If the customer would like to speak with management further, we encourage them to reach  out to the contact, and they would be more than happy  to discuss the matter further. 

  Customer Answer

  Date: 02/02/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:this is a flat out lie. No one has made an attempt to contact me. However I do not need anything further. I will never use the company again and will recommend no one I know use them. Thank you. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  ***** ****

• Initial Complaint

  Date:01/06/2023

  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.

  This complaint is directed to the Enterprise Rent-a-Car at **** ******* ***** **** ******** *** *****.
  I needed to rent a car through Enterprise for 43 days due to my car needing to be fixed after it was broken into and vandalized. I was instructed by my insurance to go through Enterprise. I initially accepted the $8.99/day charge of Enterprise's rental coverage for 2 days (10/24/22-10/25/22), and then was told if I wanted to extend the rental coverage, I would need to bring my car back to the location to restart it. I did not return the vehicle until after my personal car was fixed, and thus assumed I was not being charged an additional $8.99/day. When my rental was extended throughout the 43 days, I also was never asked if I would like to continue the rental coverage. When I paid Enterprise for the rental, the only price pointed out to me on the bill was the $750 my insurance covered. Two days later, when I looked at the bill again, I realized I was charged an additional $8.99/day for insurance coverage for 43 days. I called Enterprise, and they refunded me $197.63, half the amount ($386.57). I was specifically told, "My manager needs to look into paperwork to get you the other half of the money". Since then, I have contacted Enterprise 4 times, and each time have been told "I will give this to my manager to call you back". The manager has not called me back. Yesterday, 1/5/23, I was told by an employee, "Since the case has been closed for over a month, we cannot give you your money". This is not acceptable, as the case being closed for so long is due to the manager's refusal to respond to me. I was told yesterday that this was "an urgent priority to get a call back", and at the end of the day 1/6/23, I have received no call. I am requesting the second half of the inaccurate charge to be refunded ($197.63). I never consented to additional rental coverage, and thus should not be charged for it. Thank you for your consideration.

  Business Response

  Date: 01/11/2023

  Thank you for the opportunity to respond.  Yesterday, management called the customer and left a voicemail that they would reimburse them for 41 days of DW, as requested. The customer’s invoice was adjusted, and the credit card on file was refunded. On the voicemail, they let the customer know that they would send a new invoice that would reflect the adjustments made to the email provided by the customer. Management included their cell phone number on the voicemail incase the customer had any further questions or concerns.
  

• Initial Complaint

  Date:01/06/2023

  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.

  Date 01/06/2023 around 8-830am.
  
  I (******* ********) had a reservation to Enterprise -Rent-A-Car (******** **********) through ***** Insurance. I called and spoke with ******* *******. I told her about my reservation and asked if a car was available. She told me they only had a van available. I explained to her I had a reservation and didn't want a van I wanted a car and asked her what we could do. She was rude and told me I couldn't get a car I could only get a van. I told I didn't want a van and I would just come in and see if there were anything we could do. She told me not to come in and I told her I had a reservation and needed a vehicle.
  
  Next, I walked in the Enterprise and when I did, no spoke to me and told me they would be with me or hold on, nothing.
  - I asked could they help me - I explained everything to them
  - The manager (******* *******) was immediately rude to me asking me "what did I want."
  - I told her that I needed help getting a rental car and I didn't want a van and asked could she help me through the process. I told her that all I wanted was to be helped and when I leave I would feel helped. I literally said that to her.
  - She told me all she had was a van.
  - I asked could I reservation a car at another location and get help with getting that vehicle.
  - ******* told me "No".
  - She wanted to argue with me.
  - I asked for a supervisor or branch managers number - she then told me she could only give me the email.
  - I said "okay give the email"
  - Then she said for what?
  - I told her that's between them and I and I did not have to share with her what I was going to email.
  - She then told me she wouldn't give it me the email.
  - Then they (******* and *******) said I was yelling - I wasn't and was explaining how I wanted to write a complaint and they couldn't tell me that - that they could not control my level of volume (which was not loud).
  - I realized I wasn't get help. Went outside and called Enterprise to complain.

  Customer Answer

  Date: 01/09/2023

  The address of the Enterprise location was:

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

  The name of the two employees who I am reporting about at this location are:

  ******* ******* (Branch Manager)

  ******* ******* (Customer Assistance Representative) 

   

  I am okay with the action of having Enterprise have these employees apologize to me and take me of the do not rent list. 

   

  Thank you,

  *******

  Business Response

  Date: 02/09/2023

  The Area Manager overseeing the branch where this incident occurred contacted the customer and worked with him to understand his frustration, listen, and provide a solution based on his feedback.
  
  
  Mr. ******** felt as though he was being dismissed and wasn't offered solutions to finding a suitable car to fulfill his reservation. He was upset with the tone and one word answers from staff that didn't offer the help he was looking for.
  
  
  The Area Manager apologized to Mr. ******** and expressed our commitment to ensure all customers are met with friendliness, effective communication, respect, and solutions. The Area Manager committed to contacting the branch he was working with to clear any misunderstandings and get them on board to assist him. In addition the Area Manager cleared a small aged balance the customer owed from 2017 to remove him from DNR. 
  
  
  The Branch Manager of the ******** location was apologetic and more than willing to assist him. She set aside a sedan as requested for Mr. ******** and reached out to him to ensure he knew the location was set up to take care of him. 
  
  
  Mr. ******** arrived at the location shortly after and was unhappy with the 3 options the branch offered him that would be covered by his insurance policy. He demanded a Lexus on the lot at the same rate and become irate when he was told there would be an out of pocket charge for the Lexus. The manager of the location sent the Area Manager videos of Mr. ******** yelling and showing aggression towards multiple employees. He continued to demand the Lexus and claimed the option was not being offered due to discrimination. The branch confirmed they would rent him the Lexus, but would be unable to do so on a debit card or for the compact car rate. 
  
  
  The branch offered options that per the Area Managers conversation with Mr. ******** were in line with his request for a sedan. Mr. ******** continued to escalate his volatile behavior until the branch manager had to ask him to leave. 
  
  
  All attempts to assist the customer and offer solutions within Enterprise's control were acted on. All options offered to the customer were refused by the customer. Unfortunately, due to the customer's behavior and treatment of employees, he will not be receiving a rental car. 
  
  

• Initial Complaint

  Date:01/06/2023

  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.

  On December 21, 2022 I reserved a vehicle from Enterprise Rent-A-Car through December 23, 2022. Upon picking up the vehicle, I was asked by one of their worker, ******* ******, which is a white female Did I plan on committing a crime while driving their car. I replied that I'm a dupty sheriff and do not have a criminal record.
  I find this to be very disrespectful, unacceptable and a racist remark towards me as a black man and for her to assumed that I'm a criminal just because I'm black. My reservation number is **********.
  I filed a complaint with Enterprise and never heard from the areal supervisor. I was told that I would be getting a call. I also spoke with *****, the ****** there, who then replied "That's how we play around the office."
  
  I don't care how they play around the office, this unprofessional racist female dosen't know me to play with me, nor ask a question of that manner. For ***** to reply "that's how they play around the office." He doesn't know me either and it shows and tells a lot about his ill-bred unprofessional-ism and the company that he works for. To allow such behavior to go on, ***** claimed, because of her behavior, he was giving me a free day rental of any vehicle. I have proof on his business card that he wrote on. I made a reservation for 01/06 - 01/07/23 for the free rental, **********. On 01/05/2023 I was told by Enterprise that I only was responsible for a $300 dollar desposit. When I went to get the vehicle, their lies changed again. I even had proof he claimed to give me a free rental. Wasted my time and gas only to be lied to and played with by these fraudulent, deceitful, and unprofessional people who find playing with people lives and wasting their time to be a game. I received a call from *** around 11:14 a.m. asking me to call him and when I did call him right back, I was placed on hold several different times. I was told no one works there by that name, I do have the voice recording he left on my cell.
  
  card attached

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

  Business Response

  Date: 02/07/2023

  Thank you for the opportunity to respond.  We were able to reach the customer and apologized for the experience and reassured the situation was addressed.  They appreciated the communication and had no other desired outcome.  

  Customer Answer

  Date: 02/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  Enterprise is lying. We spoke with their representative ***** *** on January 25th 2023 and told him every single thing that happened. This goes to show how unprofessional and manipulative they are. They called themselves offering me a free car rental to atone for their wrong doing, but they lied. They did not follow through with what they promised. I have email records, call logs and a recording to prove that they did talk to me. I expressed to ***** *** how unprofessional the games they played were and how I did not appreciate the racist attacks. They deceive customers to try to hush them up with false promises. They need to be investigated. 

   

  Here's part of the email between, ***** *** and I to prove that I did speak with him.

   

  To:***************** Details
  
  I called the store on 1/23/2023 and the 24th and was told they didn't know who ***** *** was. You may call me between 10 a.m. to 3:00 p.m.  Monday - Thursday.
  
  ***** ** *****
  
  
  
  -----Original Message-----
  From: **** ***** *******************
  To: ***** ** **** ***********************
  Sent: Wed, Jan 25, 2023 6:40 am
  Subject: Re: Enterprise Rental Car
  
  Good morning, yes I did see your call and text from last night around 8pm.  I am more than happy to give you a call today between the hours of 8-5.  What time works best for you?
  
  
  ***** ***
  **** ****** *******
  ******* ****** *******, Enterprise, ****
  
  ************ ******
  ************ ***
  
  ************
  *****************
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/06/2023

  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 December 20th I rented a car from this location. I returned the vehicle the next morning at between 9-10 a.m. dropped the keys in the return Lock box. When they called me to close out the account they tried to charge me for an additional day. They rectified that when I told them I returned it before schedule. A few hrs later I received a toll bill. The toll bill is fraudulent. It's say I went to ** at approximately 4 a.m. I was in ************ the whole time I had the vehicle until I returned it. So now I'm being charged for $30 for 4 tolls I didn't use. I've been going back and forth for two weeks now with them and whatever toll company this is. Also, they had to have rerented the same vehicle to someone that day and charged my card to it, or they're doing something illegal. I still haven't received my money back and don't know what else to do. Also...the mileage says I drove over 2000 miles, the car had rear bumper damage and wasn't even clean on the outside. I believe they're doing underhanded business

  *********************
  *******, 07083

  Business Response

  Date: 01/11/2023

  Thank you for the opportunity to respond.  Management has confirmed the return date/time and adjusted the rental amount for the tolls. 

• Initial Complaint

  Date:01/06/2023

  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.

  **** ******* *** * ******** *** **** ******** *** ***** ************ *********************** ** ** ******
  
  Enterprise Rental & whom this may concern,
  
  Incorrect information/policy, denial of my credit card, dishonesty, disregard of empathy, care,
  reasonability and accountability.
  
  My name is **** *******, I am writing to bring to your notice of the poor service and misleading
  information provided to me and my family while renting a vehicle for the holidays from the
  Enterprise Rental location of *** * ******** ****.
  
  My experience started on December 20th 2022. I arrived at the rental location to pick up the
  rental I had reserved for 3 months prior to pick up. I was greeted by the branch manager
  *******, who asked for my identifying information, I was then told by ******* another team
  member will assist me in the payment and inspection of the vehicle. I handed my credit card and
  my drivers license to the gentleman and also provided proof I was using my corporate discount.
  ******* then advised because my credit card did not have a ‘chip’ to insert into the handheld
  payment device that it is not accepted and she handed the card back to me after stating it is a
  pre paid card, (which it is not). I asked why, I stated there is more than enough to cover my
  rental and its entirety and would like to use the card, ******* again refused to take my credit
  card. I provided a second credit card, which ******* agreed to use, I was then escorted out to
  the rental for inspection by the unknown team member. I completed payment and inspection
  and proceeded on my 7 day trip to Michigan from Arizona.
  Prior to leaving on our trip I called the Enterprise location and spoke to different team members
  each time asking in details how certain things work, payment, how many days we will have the
  rental, and my biggest question i had was ‘’if my family and i need the rental longer, can we
  extend the rental? If we keep it for more that the amount of days we originally paid for, what will
  happen etc.. I was advised by an unknown team member there will be no problems, i can call
  them or they will call me to discus extension and until they can get in touch with me that i will
  have a negative balance and once we speak we can handle payment (over the phone) at that
  time. I was to return the rental on 12/27/2022. I received my first email on 12/28/2022 @ 2:23pm
  from the assistant manager ******** ********** which stated it was their second attempt to
  contact me, which this was the first notice I received from enterprise in general. ******** stated
  the return date had expired she asked me for my new return date by the end of that day and
  that they will run my card on file to maintain my $200 deposit. ******** stated she hoped
  everything was going ok with the rental and to call her with questions. I immediately responded
  to her and apologized for the inconvenience and advised her our approximate return date would
  be 1/1/2023.
  I received a second email from ******** on 12/29/2022 @ 7:39 am, (still no call) stating the
  cards i have on file are declining and they needed me to stop into the branch to make payment
  with a new card if I wanted to keep the rental longer. I then responded immediately and advised
  thanked her for her email and advised we were heading back into town (from Michigan to
  Arizona) and will make payment in full upon our return.
  I then receive a nasty email from ******** on 12/29/2022 @ 6:27 pm, requesting an immediate
  follow up with her because my rental return date has expired and my method of payment was
  declining. ******** then proceeded to tell me it is urgent I contact her and if I do not then she will
  escalate my rental to the regional manager and Risk Management dept. if I do not respond to her
  by 8:00am the following day. Because of the time difference as I was in Michigan at the time, I
  received the email later in the evening when the Arizona branch was already closed for the
  evening. I called first thing in the morning to the branch and spoke to a male team member, we
  advised we are heading back to Arizona, we are two thousand miles away and we will make
  payment in full when we arrive, I explained my debit card was stolen and I obtained a new card
  and asked if they can take payment over the phone, I was denied, my husband then asked this
  team member for ******** to stop harassing our family as we are traveling in increment weather
  from Michigan and we will be in the office on 1/1/2023 to drop off the rental. ******** in the
  background began to give this male team member instruction to tell us we needed to immediately
  return the rental or they will notify the authorities and report the rental stolen. Also, ******** had
  stated she has already escalated the rental to her regional manager for review, I advised then to
  have the manager call me. We asked if we return the rental are they going to give us a new one
  and stressed we were a family of six with four small children traveling for Christmas and we were
  2000 miles away, the gentleman stated he didn't know what to tell us and ******** stated we
  needed to return the rental immediately. I received a call from the Regional manager about an
  hour later, ***** advised he was ready for payment and asked for my car info over the phone, I
  explained I had a new card because my other card was stolen while on my current trip. ***** then stated the branch will need to take the payment information from me and he will reach out
  to the branch so someone can call me to make payment, I agreed. ***** called me back and
  advised me they need me to come into the branch to prove my card has a ‘chip’ in it in order for
  them to accept payment. I advised of my situation, I'm traveling and am 2000 miles away and
  my GPS is advising me that the closest Enterprise it about 8 hours away in New Mexico based off our highway location at the time. I sent ***** a screen
  shot of my GPS location and the hours it was going to take me to get to a branch, I advised I
  can also send him a picture of my card proving it has a chip in it so they can run the card for the
  extension, ***** state no payment over the phone was accepted and they will need the card in
  hand to take payment. If I can not do so then they/***** will escalate the ticket due to declined
  payment(s). I asked ***** for the courtesy extension to the following day so my family and I can
  make it to a safe location to make payment, with no response. I then began doing some more
  digging and I was able to find a enterprise location two hours off my course of travel located at *** * ***** *** ****** **** *** the
  opposite direction and out in the middle of nowhere in Kansas to see about the extension. I
  headed that way and texted ***** of my decision.
  When I reached this location I was greeted by a lovely team member who was a bit confused
  about what I was wanton g to do but then I had him call ***** to explain. ***** advised him on
  our situation and I was able to extend my rental along with a second deposit. I then continued to
  head home.
  When I reached the Enterprise location on 1/1/2023, (Sunday) the branch was closed. I kept the
  rental until the following day at 7:50 when I arrived the building was not open until 8:00am. We
  were greeted by *******, she then advised me a gentleman already walking out with another
  customer that he would help us check the rental in. I proceeded to follow this gentleman and
  waited outside standing behind my rental in the cold until the gentleman helping the other
  customer was finished, then we were approached by *******, she stated she can help us.
  ******* did the inspection on the rental, agreed we drove about 5000 miles and everything
  looked good, she proceeded to ask us how the service was, I began to explain all of the above,
  and my husband became upset as there was still no accountability or apology or empathy
  given. ******* continued to tell my husband she was ‘’trying to help us but he keeps yelling at
  her’’ I mentioned she denied my initial credit card and she shouldn't have, she then provides an
  excuse that she ran the first numbers of the card and it showed as a pre paid card, (this is
  incorrect she never took the card long enough to do so before denying the card and handing it
  back to me). I continued to explain to her I was very dissatisfied with the service etc.. I told her
  my next step was to report all issues to the BBB, FTC and consumer Protection Agency as I felt
  i was poorly treated, my family and I rent from ERAC all the time and this was the worst
  experience. ******* continued to ask me how they can make it right when this is something I
  should not have to decide on, Enterprise should already have the customer experience, training,
  and knowledge on how to handle or negotiate. ******* stated ‘’it sounds like you are pretty set
  on reporting to BBB’ and she will send us back our deposit and we all went on our way.
  I'm disappointed, I am heartbroken that Enterprise and its team members who we have, as a
  family, used over the years as our number one rental company, did not handle my situation
  better and with a lighter heart. There was no apology, I was lied to, I was given misinformation
  over and over again, no one knew exact details on how processes worked. And all in all I was
  inconvenienced in the worst way, I was denied and discounted of empathy and reasonability. I
  was told basically that my family of six was left to fend for ourselves because they ‘’needed’’ the
  rental back so badly and urgently, and it was going to be reported to the authorities as stolen, I
  was scared, I was trying to figure out solutions with no acknowledgement and no compromise, I
  am not a criminal and would never include Enterprise to screw up my whole life, credit, and
  financial security for a rental i had already paid $1000 for and also covered all basis of detail
  prior to renting the vehicle in the first place and was misguided due to lack of training or
  information in general.
  I request that a manager please reach out to me in regard to this. I would like to discuss
  reimbursement of my rental. I would like to discuss my complaints in the works to BBB, FTC and
  Consumer Protection Agency as I would like some additional information prior to doing so. We
  are simple people who apologized and knew where out mishaps fell and acknowledged those.
  Still we have yet to receive this from anyone with Enterprise.
  Please contact me at ************* ** ***********************. I also answered a text
  message I received from Enterprise asking me to rate my service and I still have yet to receive a
  response.
  Thank you,
  Sincerely,
  **** *******

  Business Response

  Date: 01/25/2023

  Thank you for the opportunity to respond. Our Area Manager, ********* ****** spoke to the customer apologized of any issues and gave them 3 free days applied to their ERAC +account.

• Initial Complaint

  Date:01/06/2023

  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.

  Enterprise in ******* ** quoted 26/day after the post accident car insurance rental period ended. While inquiring about keeping the rental car ourselves at that price for a period, we asked what would the schedule be for our payments: we were told daily or a month if it goes for a while. Enterprise took 500$ out of my account today without authorization and not on the agreed time table. I wouldn’t be writing to complain about it either if they would let us keep the car at the agreed daily rate but they are also saying the agreed 26$ a day rate is also forbidden now. I have a recording of the conversation where enterprise stated the promises of rate and time and can forward to bbb if given appropriate email

  Customer Answer

  Date: 01/11/2023

  ** ************* ave ******* **

  Business Response

  Date: 01/25/2023

  Thank you for the opportunity to respond. The customer stated she figured it out with the Branch Manager already.  She was confused with the information that the insurance company was giving her, because it differed from our policy.  She is returning to the office and re-writing her contract to keep another week.  Everything is situated.

  Customer Answer

  Date: 01/27/2023

  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  There have been major issues over getting security deposit back so the response was very oversimplified and inaccurate 
  
  Having to battle to get back 2 different security deposits is miserable.
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 02/03/2023

  Management spoke with the customer.  A refund for $303.60 was sent back to card. The issue was that the Debit card was used as Credit. The customer did not want a copy of the invoice sent to her daughters email, so management gave her the invoice number as well as their information to call back if she doesn’t see it in the next 5-10 business days.

  Customer Answer

  Date: 02/08/2023

  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.
  But overall service was woefully and unnecessarily stressful to me and my family at a time that was already difficult.  It doesn’t take much to try to be kinder.
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service 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.

  Enterprise paid a citation and now going after me to collect. I'm being excused by having a rented vehicle parked in front of a fire hydrant on 12/8 at 12;44 Am. Even though I reside in **. I showed them there's been no ex pass use on my account nor did they pay any tolls on my behalf . A vehicle can't go from ****** ** to Brooklyn and back with out tolls . They are telling me to prove something that can't nor can they prove I did . I had the vehicle from 11/29 to 12/14, but maybe something happened with it before it was given to me , a delay in processing , or a number got transposed . Either way I know I didn't drive there .

  Customer Answer

  Date: 01/09/2023

  The car was picked up on 12/29 at the ************** company in ******* **. 97 NJ 23 and dropped off at the same location on 12/14.. the issue is I am being accused of driving the vehicle into Brooklyn ** on 12/8 which is a lie. Either the plate got scanned incorrectly or its something the driver of the car did who this particular car was rented to prior . I did not go to Brooklyn **!

  Business Response

  Date: 01/11/2023

  Thank you for the opportunity to respond.  After further research, an error was found, and we have fully refunded the customer for the citation.  We apologize for any inconvenience, and the customer should see the refund within 5-7 business days. 

  Customer Answer

  Date: 01/12/2023

  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. However, I want a formal apology and a phone call from Enterprise because I knew this was a error and it caused me a extra layer of anxiety that was unnecessary.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/05/2023

  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.

  On Saturday, Dec 24th, 2022 at approximately 12 pm, I went to this location to execute a car rental agreement confirmation number ********** and pick up a rental car. Upon arrival, I was told I was randomly selected by a third party for residence verification. What this meant was that I would need a major credit card with $300 dollars available to rent a vehicle. This information was not shared with me when I initially made this reservation. Furthermore, my reservation information directly states: All renters must have a valid drivers license and a major credit card OR debit card in their name. I had both in my name. DEBIT CARD Debit cards are accepted at time of rental under the following conditions: the name and address shown on the renters drivers license must match their current home address; Confirmed the address must be within 50 miles of the renting branch OR the renters drivers license is from the same state where the rental branch is located; Confirmed renters must present a utility bill with no past due balance or disconnect notice. Renters must also present one of the following items: cellular phone bill, paycheck or paystub, or original declaration page from an active auto insurance policy. Utility bill(s), cellular phone bill(s) and paycheck or paystub must be originals and dated within 30 days and, each must indicate the renters current home address. Confirmed I met all these requirements but was still barred from renting a vehicle.My issue is that new and altered rental requirements were not communicated when making the reservation and the terms that were communicated were not followed. The attendant said there was nothing he could do.I would like a response on why the original terms were not followed, and how can Enterprise resolve this rental failure.

  2016 W Stassney Ln, , **
  AustinTX, 78745
  ************

  Business Response

  Date: 01/25/2023

  Thank you for the opportunity to respond.  Management spoke to the customer. It looked like he had everything to qualify. We are issuing a complimentary 3 day rental for future use as resolution as well as addressing the issue with said employee.