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

  745 E Main St Stamford, CT 06902-3868

• 

  Enterprise Rent-A-Car

  590 Lordship Blvd Stratford, CT 06615-7123

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  102 Belvidere St Boston, MA 02199

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  62 Taunton Ave Seekonk, MA 02771-6130

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:12/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a minivan, which upon traveling at highway speed on our roadtrip, we discovered has insufficient breaks and very poor steering. Since this morning, I have called Roadside Assistance at least 3 times, and although they have agreed to switch out the vehicle, there are none to be found. We have called at least 6 locations, and stopped at 3 more, all but one in Michigan. Your Kalamazoo MI location agreed to hold a vehicle for us, then rented it out before we could get there. Hours later, I received a call from "Brad" saying Kalamazoo had a vehicle, but we were in Port Huron by then. Your Flint, MI airport location, however, was the worst. Employee ******** (sp?) was rude, dismissive, and demeaning, telling us she had a pickup truck (which we already explained wouldn't work for us) which "has four wheels and an engine, and (we) can take it or go away, and don't come back." So, with a winter storm approaching, we are stuck with a vehicle that gives me great concern for my family's safety. This is not the culture or behavior we have come to expect from Enterprise or National, and I'm sure not the type of behavior you like to see as an ambassador of Michigan's attitude towards others. I would like Enterprise to acknowledge that their handling of our issue was done badly, and to compensate us. Thank you.

  Business Response

  Date: 03/20/2023

  Thank you for the opportunity to respond.  Attached is the response.

  Our customer, ***** ******, rented a minivan in Palatine, IL on December 21, 2022 with RA # ******. She was driving the vehicle in MI when she called to notify our Roadside Assistance Team on 12/22/2022 that the unit was having a hard time breaking at highway speeds. Our Roadside Assistance Team requested assistance from our local MI offices to help exchange her into a new unit. Initially a branch from Kalamazoo was asked and was able to reserve a car, but the customer noted that they were close to Port Huron. As this was across the state and with the customers discomfort on the vehicle’s brakes in the bad weather, a branch closer to them was contacted as a better course of action.  This was the ***** ******* Enterprise location and our Assistant Branch Manager ****** ****** was able to secure a truck to exchange Ms. ****** into for the time being with short notice.  As this was a holiday weekend and with a bad storm coming in, there was limited vehicles available that would match the minivan sized unit that our customer was driving.  As the process to get a different unit inconvenienced Ms. ****** we did process a discount on her rental contract for $165.00.  Enterprise in Michigan also reached out with her to further follow up with her about her experience where she let us know that she provided an apology for her experience and additional reimbursement for her rental of $105.67 with additional two free days of rental added into her account profile at her request. This makes the rental in question have zero financial impact for her. Please let us know if you have any further questions about this matter as we have handled directly with our customer to resolve this rental concern.

• Initial Complaint

  Date:12/22/2022

  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.

  ****** Resv #
  
  I have ******** auto insurance claim pending. ******** has a contract with Enterprise. While waiting for towing and repair shop assignment, the Enterprise Rental ******* ********* ******* ** location towed my vehicle from their lot. There is now $1065.00 and counting storage fees due.
  
  Mean you, that I stopped by the Enterprise Rental three times during November 2022. I spoke with the employees each time. The last time I picked up library books out of the car. No issues or concerns expressed.
  
  I received the repair shop assignment and the insurance adjuster advised the vehicle was not on the lot. Enterprise said we don't know where it is. So I had no choice but to report the vehicle missing or stolen. The police notified me that Enterprise had the vehicle towed on 12/05/2022. I am seeking for Enterprise to reimburse or pay the storage fees.
  
  I cannot to speak to the competency of their Rental office, their lack of organizrion, etc. But their employees were aware and my vehicle was wrongfully towed.

  Business Response

  Date: 12/29/2022

  Thanks for the opportunity to respond.  The Area Rental Manager has advised that Ms. ******* has picked up her personal car from the tow yard, Lemons. The rental branch has reduced her tow bill from $1155 to $300.

• Initial Complaint

  Date:12/21/2022

  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.

  I made a reservation for a car on 10-14-2022 the reservation was for a van from 12/21/22 to 12/27/22 on 12/21/22 the day of pick up I recive a call from enterprise location in *** ******* **** * ******** ** ***** that they didn’t have the car. I have call multiple times the costumer service at one point one of the managers hang up the phone on me with answering my questions. Due to the fact that I was able to drive to my destination the hotel charge me for the night. Every time I call they tell me that some one is going to call me back as soon as possible without any time frame. At this point I’m already loosing money paying for the hotel reservation that I have and time.

  Business Response

  Date: 12/27/2022

  Thank you for the opportunity to respond. This customer originally had a reservation with *********** ***** and they were told by **** that they would not be able to fill their reservation that had been set with them for 12/20. They were also  informed by **** that they could call around to see if other branches had availability to take on the reservation. The customer reached out to us at 53M1 the afternoon of 12/20 and spoke with our associate ***** who let them know that we were already over booked for 15 passenger vans however if anything were to change we would reach out to them. ***** took down their phone number so that if we ended up having something become available we could call them. When we came in the next morning the customer had the reservation switched to our branch and ***** gave him a phone call first thing letting him know that nothing had changed on our availability. The customer said he understood and that if we had anything free up we would get him going. We still have no availability and are over booked on 15 passenger vehicles.
  

  Customer Answer

  Date: 12/27/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I was never told to call around to find another van. I was told that they just didn’t have one. The reservation was made in the Kannapolis North Carolina location. I didn’t d change the reservation when the person from the Kannapolis office didn’t give me a solution I call the costumer service number and they were the ones who change the reservation to the salisbury location and said that they had a van which they didn’t because the next morning I recive a call saying that they didn’t have it. First of all they never told me they had the van overbook and if they knew they had overbook the 15 passenger van why did they waited until the day a had to pick up the van to let me know I had no time to cancel my hotel reservation and I had to pay for a room I didn’t use for 3 rooms. I call in multiple occasions the costumer service and the only thing they said to me It was that some one will be contacting me and no one has reached out 
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:12/21/2022

  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.

  I reserved a car with a local branch office 2 months in advance. On the day of the reservation, I drove 30 min there to pick up the car only to be told they had no cars to fill my reservation and were too busy to call me. I had to cancel all my business plans and 3 hotel reservations. 2 of which were less than 24 hours so the hotel charged me. I called Enterprise rent a car for reimbursement or credit in rental fees for the amount i was out on the hotel bills. They told me they would not reimburse me. Obviously, I understand things can happen but I should have been notified prior to showing up for my reservation that they had no car for me. This would have allowed me to cancel my plans within a reasonable amount of time. I was not at fault for having to cancel my trip. Enterprise's lack of organization and processes to notify customers was the reason I could not cancel within the 24-hour period. I am simply looking for them to reimburse me for the hotel charges. I even asked for a credit to my preferred member account to use toward future car rentals and they also declined that solution.

  Business Response

  Date: 12/29/2022

  Thank you for the opportunity to respond.  This has been resolved with the customer. We are reimbursing for the hotel charges. 

  Customer Answer

  Date: 12/29/2022

  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:12/20/2022

  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 will never rent with Enterprise again. I was in a car accident on 10/3/2022. My insurance sent my reservation over immediately. I contacted Enterprise and updated them that I did not need to pick up the car until October 31st when I was dropping my car off at the body shop. I called the Friday prior and confirmed that I still had my reservation and everything is ok. I called on October 31st and reminded the Enterprise on ****** ***** ******** ******* ****** ** that I would be picking up my car first thing that morning and wanted to ensure that they had someone to pick me up. They told me everything was fine and to call when I was at the body shop that is less than two miles away. I called when I was on my way to the body shop and was told by ******* that someone would be there to pick me up in `15 minutes. I arrive drop off my car and no one shows up. I wait 30 minutes and body shop that feeds this Enterprise location called and no on answered. The shop and myself continue to call multiple times for the next hour with no answer. Approximately one and half hours later Enterprise answers the phone and says the drive is on the way. 30 minutes later still no driver. I called the corporate and filed a complaint and was told someone would call me back. To date no response. I arranged my own ride to Enterprise and all over employees were standing around conversing and not working while I am sitting waiting on a ride. I was told by the manager that I would receive one week free rental and he is never at work to redeem. My rental ended and no one called me or the insurance to extend. The insurance requested an extension and they did not process it. I do not have a receipt or a rental agreement and your employees have refused to provide it to me. I have been calling and emailing ******** ******* *******, and your *********** ******* ******** ******* for two weeks and neither have returned my call. I want a full refund of all costs of this rental, my week free rental, and all documentation.

  Business Response

  Date: 12/23/2022

  Thank you for the opportunity to respond.  The **** ****** ******** **** ******, had not received the previous requests that Ms. ***** wanted to speak with him. He has now been in contact with her to hear her concerns. The insurance company had previously advised the branch to charge Ms. ***** as the last day was set and the branch attempted to communicate that information to her for over two weeks. He has given her a free day of rental and got the insurance company to reimburse her for what she paid out of pocket.

• Initial Complaint

  Date:12/20/2022

  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 11/30/2022 Enterprise Rent-A-Car (******, **) charged my credit card on file with them without my authorization nor without notifying me for $760.00 for a car that was rented for me by my car dealership, ************************************ (Ridge Road) for the time period of 7/18-8/5/2022 when my leased vehicle was again (third or fourth time) at the dealership for service for a defect. The rental had been arranged by the dealership since my vehicle was in their service ***** and not drivable for that time period. I became aware of the unauthorized charge on 12/2/2022 while checking my credit card balance. I spoke with Enterprise (***-branch mgr.) on that date who informed me that the charge was "bad debt" on the part of the dealership and because they had failed to pay the amount, the debt was charged to me, per his district manager, ****. I voiced my anger and disbelief that without authorization another entity's bad debt could just be charged on my credit card. I also stated that I had rec'd no communication from Enterprise that dealership had not paid. Was told that **** was still resolving with dealership. I called dealership and spoke with ****** (service advisor) who agreed that accounting should have paid rental bill and he was not aware they didn't. He promised me he would resolve. Several phone calls later over next week to Enterprise (***) with most recent call on 12/7/22 @ 2:45 pm was left at dealership would be paying and that charge would be removed by end of last week (12/16/22). As of today, this unauthorized charge has not been removed from my credit card.

  Business Response

  Date: 12/21/2022

  Hello, we had charged the renters card (**************) because the third party that was initially being billed (********************* Dealership) was not issuing payment. Per our rental agreements, if the 3rd party fails to pay for the rental costs, it would fall onto the responsibility of the renter. I did however pick up a check for payment from the 3rd party dealership today (which is beyond our agreement for payment with them), and am getting refund back to renter's (**************) account. I attempted to contact ************** but had to leave a voicemail for her. I did leave the details that we received payment and that we would be starting the refund process today for her. 

  Customer Answer

  Date: 12/22/2022

  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. 
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I go to the rental car counter at **************************** on 12/2. I'm 4th in line to check in. I see the sign that says I have to go out to the garage for Enterprise. I walk all the way out to BFEnterprise to stand in line. A worker says he will be with me shortly. He helps another customer. He comes back to me about the same time as his coworker who asks me for my paperwork. I don't HAVE paperwork. She informs me that I have to go BACK inside to get the paperwork. I explain about the sign. No, I did it wrong. I'm furious at this point. I begin the walk back in to BFEnterprise. I pass a customer who had been in front of ******* ask me where I was going. The Enterprise chick tells him I didn't have my paperwork. Once more, I state that there was a sign. To no avail. I go in the building & tell the Enterprise rep what happened. She informs me that I did it wrong & gee, the sign is wrong too. I get the paperwork, walk back out to BFEnterprise only to be told by that snotty Enterprise gal that I needed the paperwork to begin with. By this time, this b**** is getting on my nerves and I've been stuck in this rental nightmare for 45 minutes. That gal canceled my order. Her coworker laughs. I'm not laughing. I walk back into BFEnterprise and pay for another rental. I want my money back. It isn't much but im so angry with Enterprise, your inept sign, your mightier than thou employees and my long time relationship with you which reeks of c-diff.I contacted Enterprise/Allegiant on 12/4 to begin the refund process. I'm told it'll take 7 days. Today is 12/19. It's been more than 7 days. So l'd like to chk on my refund.

  Business Response

  Date: 01/06/2023

  Thank you for the opportunity to respond. Management has followed up with the customer and confirmed that the refund was processed.  They also apologized for the experience on behalf of the team.

  Customer Answer

  Date: 01/06/2023

  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:12/19/2022

  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.

  I wrote to customer service weeks ago and havent heard anything. Im not trying to get anyone in trouble I just wanted them to know what happened. I rented a car on November 23rd at ***************************************** in ************ ********. The attendant left his phone in my car by accident. He was the only guy of two working. It was very busy and he was calling around for extra cars. It was insane. The day before a holiday I knew how it happened. Understaffed. No cars. He wasnt very friendly that morning. Focused. So he began calling me over and over on his phone and mine asking me to bring the phone back. He said he was watching my location because I had his phone.Scary. I told him I was about to get on the highway. He asked me to turn around and drop off at a second Enterprise location on Mercury. I had to get my son out of the dorms at **** - for holiday break . We get fined if we are late. I asked him would he pay my late fee then. He said no. I told him Id come right back in a few hours. I was a nervous wreck because he was slightly aggressive and wouldnt stop calling. I was trying to focus on the road. I dont talk on the phone and drive- so I was responding when I was stopped in traffic. He didnt offer any compensation. I had to drive to **- then return the phone-to ************- and get more gas. Ruined my trip. I didnt even hear a THANKYOU or apology from him after. I thought theyd waive my insurance I paid or give me a free upcoming rental. Again it was a highly stressful time for him but it was unprofessional. I dont want to use his name or get him in any trouble. He needs his job -but I just think he needs to understand you cant act like this when you make a mistake and not offer a fair trade. Not in business

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond.  Management attempted to reach the customer by phone and email with no response.  A credit was issued for the coverage on the rental to attempt to resolve the complaint.  This was a total of $57.30.

  Customer Answer

  Date: 12/22/2022

  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:12/19/2022

  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.

  Please be advised I have several attempts to resolve this matter of serious concerns regarding fraudulent transactions and unprofessional customer customer. On 12/09/22 I scheduled a reservation with Enterprise Rent A Car 7:30 a.m at ***** ******** ** ******** ***** * ******* location. Branch ****** ****** contact me at 7:15 am my rental vehicle not available as yet stated I’ll call when my car is ready but, no avail. I proceeded to location after waiting 2 hours no phone call. I arrived at location greeted by rude and unprofessional branch manager. I simply stated I have reservation and need my rental car. ****** responded he will rent me vehicle and demand I leave his office followed by calling police. Pembroke Pine arrived at location explained to the police what transpired with Branch management refuses to rent me a vehicle. I was forced to wait outside in the scorching hot sun and publicly humiliated brought me tears. I proceed to another location pick up a vehicle which the representative advise as that vehicle Hyundai Accent has smell like dog. I had no choice because I was scheduled for a closing on that day I needed to leave. I realize I received two email contract agreement in my name ********** ******. The branch manager Mr. ****** Committed fraud and rented out a vehicle illegally to someone else I have provided contract agreement attached. Please review the agreement I have file a police against this Mr.******. Case number ** ******** ******** ***** Police. Please have someone give me a call at *************

  Business Response

  Date: 12/30/2022

  Thank you for the opportunity to respond.  Management spoke to the customer last week. They handled the refund and answered all of her questions.
  
  

  Customer Answer

  Date: 01/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I requested to speak to someone from corporate office not local rep. 
  I wanted full investigation launch into this facility and the employees involved in illegal activities at office.  I wanted complete reimbursement include toll fees assessed. Thank you an advance for your assistance. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ********** ******

  Business Response

  Date: 01/11/2023

  A member of our management team spoke with customer and addressed all her concerns. 

• Initial Complaint

  Date:12/19/2022

  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.

  We received a courtesy rental car through Enterprise, located at ***********************, where our car was being repaired. We returned the rental to Enterprise on June 28, 2022, and we were told everything was fine. Months later, on September 13, 2022, we began receiving letters and emails claiming that we owed $1,107.68 for damage that occurred July 7, 2022 (when we did not have the car). They have our insurance information, yet keep harassing ** directly for the money, for damage we did not do. Please help ** resolve this.

  Enterprise Rent-a-Car
  2901 ***************
  ********* BeachFL, 33409
  ************

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond.  The Area Manager has spoken with the customer, and we will not be pursuing this claim. The customer is not responsible for any damages.

  Customer Answer

  Date: 12/23/2022

  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 would add that the company should take the responsibility to document the state of the rental car when it is returned, so that any damage is attributed to the right customer. Furthermore, claims should be submitted to the customer's insurance company if the business has the information, rather than demanding money directly from the customer. 
  
  Sincerely,
  
  *********************