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

  26 New St Cambridge, MA 02138-1219

• 

  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

  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:01/03/2023

  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 reserved a car thru ******* on 11/23/22 at Enterprise in ******** **.
  I drove from ********** ** to pick up the car. I got to the register requested my car and the sales person says we do not have this car available. I was upset but I did not want to make scene.
  I left with full understanding you don’t provide me what I pay for you give me my money back.
  I want to know why ****** ***************** charged my debit card for a car I did not rent?
  I attempted to do mediation thru ******* and I still do not have my money.
  I’m a 55 year old disabled law enforcement officer trying to get back on my feet. I worked hard for my pension and I do not appreciate being taken advantage of.
  I want my money deposited back into my account immediately.

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

  Business Response

  Date: 02/07/2023

  Thank you for the opportunity to respond.  Management has attempted to reach to the customer three times at the contact information provided.  They do encourage the customer to reach back to them directly if they would like to discuss the matter further.
  
  

• Initial Complaint

  Date:01/02/2023

  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 mini-van for a Thanksgiving vacation in August of last year. In less than a week before I was scheduled to pick up the vehicle I received a call from the branch. I was told that there were no more calls available and my reservation was canceled. I did not receive an apology, any consolation for my troubles, or any type of accommodation for my upcoming trip. Due to the lack of communication from enterprise in enough notice, we were forced to scramble and try to find transportation elsewhere. The customer service was horrible and this company did nothing to make sure I had transportation for my reservation that was made well in advance of the travel date.
  My reference number was, **********.

  Business Response

  Date: 01/25/2023

  Thank you for the opportunity to respond. The Area Manager has received a response from Ms. ******** on 1/17. She has rented several times in the last year at a local branch through a corporate account. She was disappointed the branch wasn’t able to assist with a minivan for Thanksgiving and they didn't have any larger options to accommodate. She has an upcoming trip in July, and the Area Manager is going to take care of a week's rental for her.

• Initial Complaint

  Date:01/02/2023

  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.

  Claim#********

  During the early part of 2022 (on or about April- June) I rented a car from ENTERPRISE from the ********* location. I returned the car in late June of 2022. The car was in the same condition as when I originally rented it. When the woman from ENTERPRISE and I did the walk around of the vehicle ******* ROGUE) upon the return, there was one question about a potential entry point or bullet hole in the left side upper frame (soft part of frame). I advised them that this was part of the vehicle upon renting and could not have occurred during my rental period, especially as there was no exit, no other damage, etc. and that as a police officer this damage would be present. There was no other damage noted, discussed or seen during the review. I have witnesses that are willing to testify and swear under oath to same. On December 12, 2022 I received a letter from ENTERPRISE stating that I owe over $9,000 for damage done to the vehicle on or about 6/29/22. This is completely false and a total fabrication and I dispute this allegation in its entirety. Moreover, based on the photographs they submitted I am not even certain this is the same car I had rented. Additionally, they waited until December to notify me of a claim, which means 7 months has passed and I am sure there is an issue with spoliation of evidence and being able to defend myself from these false claims. I have responded via certified mail on 12/12/22 denying their false accusations and demanding that they cease and desist these false claims. It was received by ENTERPRISE on 12/16/22. In researching ENTERPRISE I note that these tactics are not uncommon, there are other complaints of ENTERPRISE making false claims. On 12/30/22 I received a letter from ENTERPISE dated 12/19/22 stating that they had not heard from me as of that date and demanding a response within 10 days. This despite a certified letter being received on 12/16/22.

  Business Response

  Date: 02/03/2023

  Thank you for the opportunity to respond.  We have reviewed this case and have concluded that ******************** is still responsible for this damage.    
  
  He stated that there were no damages to the interior or exterior when he rented this vehicle and didnt notify anyone of any prior damages throughout his rental.    Per the attached rental contract, he signed off on this stating there was no prior damages documented on the ****** Rogue.   Vehicle was returned damaged.
  
  We have informed ******************** of our decision.  

• Initial Complaint

  Date:01/01/2023

  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.

  Can't get my deposit back for more than 2 months

  Reservation# ******
  

  Business Response

  Date: 01/05/2023

  Thank you for the opportunity to respond. Our Area Rental Manager spoke with the customer and updated the address on file.  Accounting will reissue another check for the customer, which will be sent by ***** to the updated address. 

• Initial Complaint

  Date:12/31/2022

  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.

  Placed Mon. Dec 19th ************* for pick up at the *** ******* location for Dec 26, 2022, @ 8 AM for 24 hours with return to ******** **. I was able to select Child Safety Seat. I called the phone number on my confirmation email for *** to confirm the size of the child safety seat - they transferred me to the *** branch and it rang repeatedly before hanging up. I tried again at 5:28 PM with same outcome. I called the airport & was provided with local number ************ which rang repeatedly before hanging up with no option to leave a message. I tried same number the next morning 8:45 AM with same outcome. When I went to pick up car, they had no record of my reservation. They stated the reservation was canceled as they did not have a child safety seat. I explained that I received no notification (email or phone call) about this. I shared my outreach attempts; they stated that it is "impossible" to call an airport branch. I shared that I needed a minivan or larger that day & they stated they would source one for me after sourcing a toddler seat. I asked for them to bring the car to my location about 20 minutes away which they stated they should be able to do after connecting with their driver crew. They confirmed they would call me between 10:00 AM-10:30 AM with an update, verifying my number. No call came so I called again to Enterprise who stated they would send a message to *** to call me ASAP. Over next 90 min I placed 12 calls to area car rentals, including other Enterprise branches, to fulfill my urgent travel needs. I ended up borrowing a family member's truck to make the journey which is requiring them to come to me ~4 hours away to retrieve it. I never received a call from *** enterprise that day. I am dissatisfied with both the lack of notification of cancellation & the customer service I received from the *** branch that day - they did not offer any type of discount or take accountability for not notifying me of the cancel nor did they ever follow-up.

  Business Response

  Date: 02/07/2023

  Thank you for the opportunity to respond. Management spoke with the customer. they let him know they would be adding 2500 points to his Enterprise Plus Profile for the mistake. They apologized about the situation and for the confusion.

• Initial Complaint

  Date:12/31/2022

  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 returned my rental car Hyundai Sonata on 12/31/2022 with a full tank of gas, the same as when I rented it. However, I was still charged $14.48 fuel charge for 2 gallons, which is impossible because I just refueled to full before I return the vehicle. The employee verbally confirmed I am good to go onsite. The company should either provide me an exact picture with date showing fuel level at the time of my return or they should refund this charge. This is insane by sporadically charging random fuel charges to the guest who return the vehicle with full tank of gas and in good condition. This should not be how you make more profits from your loyal customer. Receipt attached for reference. And receipt for the fueling I did just before I returned my rental vehicle is attached as well. Please resolve this issue.

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

  Business Response

  Date: 01/05/2023

  Thank you for the opportunity to respond.  A refund was processed for the $14.48 on 12/31/22.

• Initial Complaint

  Date:12/31/2022

  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.

  ******************************************************************************************** 28214

  I rented a car on December 26, 2022 on the Enterprise app. As I was processing the rental I tried to redeem my points but it said that I owed a balance. I had over **** points and should not have had a balance to pay at the counter so I redid it so I could take care of the payment through point redemption at the counter. I tried to call Enterprise to check this out but was not able to successfully get anybody on the phone because of long hold times. When I arrived at the counter, a few hours later, I was told by the agent that I could not redeem the points at the counter only through the app. I tried to modify my reservation so I could use my points and show him there was a ln incorrect balance while I was standing there, but it would not let me because they were out of rental cars even though I had a rental agreement. I was forced to pay with a credit card because I could not redeem my points. I told him that I was renting the car to go to make funeral arrangements for my dad and I needed the money for those arrangements. The agent said unfortunately, there was nothing he could do. Upon returning the car, I tried to ask if they can cancel the payment and redeem my points and they told me they could not. After returning the car, I tried calling customer service three times today and I was told that they would take care of me, not to worry. I was transferred to supervisor after being reassured not to worry and only a supervisor could handle this request and they could take care of it for me, and I would be able to reverse the payment and use the points so I could use the money for my dads funeral arrangements. The call was transferred to a supervisor, and then suddenly the call dropped mid way while waiting. I tried to call twice but again the phone rang & rang, and I did not get through. How can they have an app to redeem points that doesnt work? I need help to resolve this immediately.

  Business Response

  Date: 01/25/2023

  Thank you for the opportunity to respond.  Our team has reached to the customer and offered a check as compensation for the misunderstanding.  A check has been approved and processed, and it will be mailed to the customer shortly. The customer has our direct contact information in case there are any additional questions or concerns. 

  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:12/31/2022

  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.

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

  Yes I have an insurance claim with **** in which I was provided a vehicle from this rental company. However having the car for approximately 9 days and you get rental car agency call me on the blue demanding that the vehicle be returned at the insurance company wasn't paying for it. The person who talked to me tried to make threats that I better return the vehicle by 1:00 that day and etc etc etc Please be aware that I live in Susanville as they're aware and I made them aware that due to the severe winter storm that was going on that would be quite difficult as I live above elevation above the snow line and there was heavy snow and ice on the roads. However Enterprise continued to make threats and therefore I return the vehicle that day. However on 12/30/22 Enterprise rental car charge my ** **** debit card $400 I believe 480 be exact. Please be advised if this was a completely unauthorized transaction and illegal. I had never authorized this company to do any transactions or any billing to my account I didn't authorize anything. This rental car company is practicing illegal business taxes I will also be filing complaints with Consumer affairs. However I wanted to get this information to Better Business Bureau right away to not only file the second complaint but to demonstrate the unlawful business tactics of this company. However I'm just playing you're really beautiful as they are my insurer and they are the ones you should have paid the rental car company. Not me. It should also be noticed that when **** paid me for the damages this was for damages done to a Maserati quattrop executive GT a vehicle that originally sold for $138,000 and now only has 56,000 miles. And with a broken window regulator cuts to the hand Stitch Italian seats and other upholstery this car insurance company **** attempted to settle this claim by providing me $1700 only taking out 1000 themselves for dedictable however this is not apply to a shop this was strictly **** taking $1,000 out

  Business Response

  Date: 01/25/2023

  Thank you for the opportunity to respond.  The Area manager spoke with the customer and her husband to explain the situation and that **** had set the last day for the rental and that we won’t be refunding her.  She was upset at **** and tried contacting them, but she has been unable to.  She was also upset at the retrieval process and the high balance owed since **** did not pay for it.  Management  explained our process to them for recovering our vehicle. 

  Customer Answer

  Date: 01/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Enterprise's bussiness practices are not only shady and nefarious but unlawful. So I did get a phone call from ***, the Nevada regional manager. I explained (a) that Enterprise had unlawfully charged our bank approx $700 or there abouts my when in fact I did not authorize any such transaction. And Enterprise should have billed **** the insurer, not me. **** says that Enterprise should have never changed us. Nor did **** tell them to cc cancel this rental. (B) that the manager on mill st was extremely rude but had  threatens and spoke threatening to my wife, so much so that she would no longer feel safe in proximity to him. Enterprise didn't care, in fact when talking to *** the regional manager he condoned this atrocious behaviour towards women.(c) as a result we were not only forced to drive thru a snow storm 180 miles round trip in blizzards conditions, but we were then also forced to purchase another vehicle for $10000 as our Maserati wasn't fixed but enterprises shenanigans forced us to return it prematurely. So we are out the additional 10k now I explained to the regional manager to that this could all be resolved. However he had no thought of compensatinf us for our loss. Here Enterprise in the form of the **** Street manager and *** in Nevada state regional manager they have not only misrepresented Enterprise as a foul and dirty business, but they have shown absolutely no inclination or thought to take responsibility and accountability for their mistakes. Because of this I will continue on with this complaints here with a better business with consumer affairs as well as a paid media campaign to inform everybody of enterprises nefarious and unlawful business practices.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:12/31/2022

  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.

  Wonder how many holidays have been ruined by Enterprise car rental ? I reserved a car 11/23 , a month ago, for pick up today ..12-24-2022.Enterprise even called yesterday to reconfirm and I said yes This morning at 9am , I show up to pick up car for long road trip No car !!!! He (********************************* , asst. ***** said he would search for one and call me . They close at 1pm no car !!! They did not even call me back or apologize !!! Such lousy customer service !!!! I cant believe the attitudes !!!!! How can they call themselves a business if they are not reliable or provide such poor service !Beware of their reliability!

  Customer Answer

  Date: 01/05/2023

  Enterprise Car Rental

  4132 ***********

  *********, ** 30014

   

  Business Response

  Date: 01/12/2023

  Thank you for the opportunity to respond.  Our Area Rental Manager reached to the customer to listen to their concerns over what occurred at the location They apologized and assured the customer that this would be addressed.  As the customer rents often from the location, the manager also encouraged her to reach out next time so that we can look at getting her into the specific vehicle that she is looking for potentially. 

  Customer Answer

  Date: 01/13/2023

  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:12/30/2022

  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 filed a claim with **** regarding a minor traffic accident. **** had me take my 2014 Toyota Camry to a body shop of their choosing. I did so and was subsequently advised to bring the vehicle back for repair on 01/05/2023 at 2 PM. My policy also provides a rental car for use while my vehicle is in the shop being repaired. I have spent the last three (3) weeks trying to obtain a rental vehicle on the date that my vehicle will be dropped off to the body shop in Macon, Georgia by me. I have made numerous calls to Enterprise Rental Car and ****. On each occasions I have been assured that the transition to a rental car, as promised by my policy, will occur on 01/05/2023. Once I drop the car off to be repaired I will have no transportation (walking). I called and spoke to a **** manager two (2) weeks ago, and everything was arranged. I called Enterprise Rental Car today and was told that my claim was denied by ****. I was told to call **** again, which I did. I asked to speak to a manager, but was never transferred to a manager. I was told that the Riverside Drive Enterprise Rental Car location was not the right location for the body shop. The **** representative I spoke with today, never let me speak to a manager and she told me that the class vehicle my policy requires wasn't going to be in stock at the Pio Nono location of Enterprise Rental on 01/05/2022 and I will have to pay for an upgrade. I am going to cancel my 01/05/2022 appointment at ******* of Macon, **** ********** ******** ****** ******* because (after three weeks) I am not being provided a rental car on that date. Enterprise stated that they needed a credit charge between $350-$850, but **** stated two weeks ago that the charge will by $50. Until a have guaranteed transportation provided by **** pursuant to my policy, I cannot leave my only transportation at the body shop. I will drive any vehicle provided by ****, but I have been trying to arrange for the rental car for three (3) weeks, to no avail.

  Business Response

  Date: 01/06/2023

  Thank you for the opportunity to respond.  Area Management has reached to the customer and has scheduled them later this month.  They are working with the branch to ensure delivery for the customer.