Complaints

This profile includes complaints for Enterprise Rent-A-Car's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Enterprise Rent-A-Car

  600 Corporate Park Dr Saint Louis, MO 63105-4204

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  299 Milk St Fl 7 Boston, MA 02110

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  62 Taunton Ave Seekonk, MA 02771-6130

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  2021 Revere Beach Pkwy Everett, MA 02149-5918

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  48 Acton St Maynard, MA 01754-2314

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/11/2022

  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.

  This matter is concerning reservation **********, rental contract ******. The issue is that our reservation was for 418.49 Euros, but we wound up being charged 798.56 Euros due to an upgrade fee, when the upgrade occurred because the location didn't have a proper vehicle to rent us. The location eventually confirmed that there were no vehicles in our reserved category on-site that day, so we were never going to get the vehicle class we'd reserved. We should not have been charged an upgrade fee and I would appreciate the difference from our reservation amount being refunded.
  On October 18, my husband and I had a reservation to pick up a small rental car at the * ****** train station location at 9am. We arrived somewhere between 10 and 10:30am, I don't have record of the exact time. When we arrived, we were told that because we were late, there were no vehicles available for us and we would have to wait until another customer returned a vehicle but they would still honor our reservation.
  After waiting about an hour, a few customers did return vehicles. The location offered us a Kia and only as were were about to pay for the vehicle was an upgrade fee mentioned. They said all vehicles on the lot would incur an upgrade fee. I pushed back but eventually yielded and said I would take up the issue later, as we had to leave * ****** that day and I did not feel that speaking with associates on-site was productive. We had already had the same conversation multiple times regarding what happened to the vehicle we had reserved. This was when the associate admitted that there were no small vehicles at the location that morning at all - there never had been any small vehicles to rent.
  
  The location called the next day to offer a vehicle swap, but we were already hours away from * ****** and were not returning at any point in our trip.

  Business Response

  Date: 03/20/2023

  Thank you for the opportunity to respond.  The customer arrived at the counter more than two hours late, and the location no longer had the reserved vehicle at that time. Generally. after 2 hours without the client contacting us, the reservation is automatically cancelled at this location. The only car we had in the parking lot was a Sportage Manual, and the price was obviously not that of the originally reserved vehicle. The customer was offered an upgrade until we had the vehicle they wanted. The customer accepted the upgrade. That same day they were contacted (phone turned off and email sent) offering to change it again for the reserved vehicle, which would change the rate.
  The client continued with the rental for 14 days without giving us an answer.

  Customer Answer

  Date: 03/26/2023

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

   

  Unfortunately, the information you have is inaccurate. We arrived no more than 1.5 hours late - I'm assuming we appear to have been 2+ hours late because of the time we left with the vehicle, but that's because when we arrived there were 0 available vehicles on the lot and we had to wait at least an hour for another customer to return a vehicle for us to be able to rent. 

  It is also untrue that I did not respond to the rental office when they contacted me. I told them not to call, because I have an American phone without roaming, and that I should only be reached by email. They called twice the day after we picked up the rental and I answered on the second call around lunchtime and we spoke for several minutes. At that point, we were hours away from * ****** and continuing to drive east, it made no sense for us to backtrack to swap cars. They also emailed but I did not respond to that email because we'd already spoken on the phone by the time I got back on wifi that evening.

  I recognize that at this point, Enterprise is well within their right legally to turn me away, because I signed the rental agreement paperwork. However, the core of my complaint has still not been addressed: even if we had arrived on time, there was never a vehicle in the class we reserved available to rent to us. The rental office admitted that they never had one that morning. I would hope that Enterprise has sufficient records to verify this. This is not operating in good faith or by typical industry standards.

   

  Additional issues that I would encourage Enterprise to consider include but are not limited to:

  -either the rental office in * ****** is outright lying to the associates responding to this BBB complaint or your records are not sufficient to actually have a record of truth from a customer interaction

  -this location was still actively accepting new rental reservations across all vehicle categories, while they had no available vehicles in their lot

  -there were several customers other than ourselves who were left waiting for extended periods of time to pick up their rental vehicle, since none were physically present. We were dependent on another customer returning their vehicle. This also meant that the vehicles were not cleaned between rentals

  -the rental office did not do a vehicle walkaround with us, there was no inspection of damage. We were lucky that the vehicle was pretty new and didn't have any damage, or I'm sure this would have been a problem when we returned the vehicle

  -it took the Enterprise team about 3 months to address my BBB complaint

  I have attached my November email chain with the Enterprise rental office, for your further context & review.

  
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:12/10/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 got into a car accident on 9/17/2022. My car was deemed a total loss a week later. I was told by Enterprise that I would be able to pay for the rental car out of pocket at the daily insurance rate which was 30.00. They did not explain this process thoroughly to me. I was told that when I come in that is when I would be able to pay what I owe for the rental car because I would like to switch my card. The customer service lady who was helping me was in a rush to go home. Her manager then took over, I also then asked him again how this process works and he stated the same thing she said which was that I would be able to pay when I return the car. 3 weeks later and I am not receiving notifications that my card is being charged by Enterprise. This was very confusing to me because they told me that my card would not be charged until I returned the car. I have now called the enterprise about 20 times at this point to complain and to receive an explanation about why my card was being charged, but they were not able to call me back or give me an answer. Fast forward to 3 weeks later, I received a call from the manager at the West Orange branch in New Jersey which is where I rented the car, who called me to say that I would owe $700.00 if I kept the car past Monday 10/31/22. I asked him to explain to me how that is the case and he could not. He said that he would have to show me and I would have to come in, mind you it is Sunday and the location is closed. He told me that he would zero out my balance if I did not get my deposit back of $303.00 They also told me the deposit would just be 300. I returned the car before 10/31/22. Not only did they not remove my balance, they sent me a bill saying that I owed the balance, took the money out of my account and kept my deposit. Enterprise has now taken over 700.00. I have called them about over 20 times and I never received a call back from corporate. This has by far been the worst experience that I HAVE HAD WITH A BUSINESS. Compensation

  Business Response

  Date: 01/05/2023

  Thank you for the opportunity to respond.  Management was able to speak with the customer.  They clarified the charges in regard to what was considered customer responsibility and why this was the case.  A credit was issued to the customer because of concerns related to a flat tire during the rental. 

  Customer Answer

  Date: 01/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I still have yet to receive my refund after they claimed it was issued on 12/30/22. It has now been 5 days and I have not received it from this company. 
  
  
  
  
  
  Sincerely,
  
  
  ******* ******

• Initial Complaint

  Date:12/09/2022

  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 rented a car with the ********* location for Enterprise. The agent initially states that the car i needed to rent was unavailable, He took me outside away from other clienst and then advised me that he had good news the car was cancelled. I was then advised that the car in the lot was available. The agent then proceeded to subit paperwork for the rental. The rental details icluded the vin number, The agent enterred a vin number that stated that i had indeed rented a silver car. I pointed out to him that the details were incorrect and he needed to inout the correct vin number because the vin number cannot have the incorrect color, I left to go pick the car back up later and the agnet advised that he had indeed corrceted the vin number details and printed copy of the receipt would be left on the passenger side. When i returned to pick up the car, the paperwork was missing, The enterprise location had closed. i ws leaving that night so i left to my destination and took my laptop with me to see why i could not access the document on my cell . When i was able to arrive in ******, the paperwork ws the same stating that i had driven a silver toyota tacoma when the car i had was a white on e with vin ******************. the car on my document had a vin number of *****************.
  im unsure if there is any specific difference that impacted my cost but the extra efforts made by this associate to deceive me about the vin number shows a level of deceit and lack of ethics by an employee in a public service profession. The agent removed from the reservation details the vin number so that only when opening that document would you be able to see the car you rented and of ciurse by then i was in ****** ** and unable to impact the rental agreement, cancel, ask why there was differences and discrepancies.
  When i returned teh rental, i commented to the agent that the car rental details were incorrect despite him promising to correct those details at rental pick up. The agent shrugged it off and said it was a simple error and processed an exchange

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond. Management contacted the customer and apologized for all of the missteps during this rental process.  They let her know that there was an attempt to update the rental and provide her with the most accurate RA.  They also let the customer know that this was addressed with the entire team.  Management encouraged the customer to reach back should they want to discuss it further and to reach out prior to their next rental. 

   

  Customer Answer

  Date: 12/29/2022

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

  I did reach out to the supervisor and I did rent another vehicle and I realized that I was actually overcharged for the initial rental, 

  The padding of sales by victimizing customers and stealing from them is inexcusable and better care needs to be made to protect consumers from this 

  unlawful mal treatment by employees. 

  Absolutely unacceptable that merchants can deceive renters. There needs to be a truth in rental and full disclosure provided at each rental. 
  
  
  
  
  
  Sincerely,
  
  
  
  ******* **********

• Initial Complaint

  Date:12/09/2022

  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.

  Member # MKZFDSM Rental Agreement # ***DWX I attempted to schedule a rental on the app but was unable to do so. I contact a location that accommodated the rental but I forgot to provide my member number. I called and spoke with two reps who refused to add the rental to my profile. I am truly disappointed as the person in escalation refused to listen to my request. Thanks for the assistance.

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond.  Because of the circumstances and in an attempt to resolve the situation, we have added the points, plus the applicable promotional points for Plus Your Points, to the customer's account for this rental. 

  Customer Answer

  Date: 12/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18549053.  Enterprise added Rental Agreement #***DWX to my account. I find that this resolution is satisfactory to me.

  Thank you for the assistance. 

  Season's Greetings! 

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

• Initial Complaint

  Date:12/09/2022

  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.

  Since 11/1/22 I urgently needed to rent a car based on fraudulent car sale with major repair that cost me to be without transportation. I am fighting this situation legally. I turned to Enterprise to supplement my transportation issue until this is resolved. I have been a very loyal customer with the Enterprise facility located at 333 W. Kimberly Rd. I explained my situation to **** a Assistant Manager who I have shared very positive experiences in times past when I took out rentas. I advised to him and a few of the staff members that I this was a very unexpected situation and I would probably be in rental car for awhile and would probably need to extend my rental occasionally based on my financial situation.
  
  Everyone including **** were very receptive to my concerns. When I arrived to pick up the rental car on 11/1/22 it was Volkswagen there were issues with the car it would stall out while driving. I returned that car and was given a courtesy upgrade for the inconvenience. I was then put into a Nissan Rogue. Ilater noticed that the Rogue had a loud rattle in the back of the car which we later found out there was a defect in the trunk of the car where the spare tire was so the noise came from the spare tire not being attached in the trunk. There were still no replacements so ended up having to drive this vehicle for the duration until another car was available. I kept reaching out to **** and he assured me as soon as he got something in I could switch out. **** told me right before Thanksgiving he had a Buick Envision I could pick up and replace. I stopped by and I was rudely intercepted by a guy name ***** who is a new
  Manager and he told me very aggressively that I should not be given the rate I have for the SUV!!! I have since had another issue with him today where he basically told me that because my rental fee was a couple days behind their Risk Dept is going to bar me from renting? I can provide more details to this incident. Speechless!!!

  Business Response

  Date: 12/30/2022

  To whom it may concern:
  Thank you for allowing us to respond to this customer concern.
  Our Area Manager **** **** has made contact with *** **** to discuss her concerns and apologize for the handling of this situation by the branch manager. He explained the need for our policies. *** **** understood and agreed for how to proceed within these policies with reasonable flexibility to accommodate as best as possible going forward.

• Initial Complaint

  Date:12/08/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 attempted to rent a car from enterprise on ******* road in the Bronx on June 28 I paid the enterprise employee walked off my sister said she will put the car out of enterprise lot half way out the lot my sister stretched the side door of the drivers said and yes I paid for insurance the employee said he has to delete the insurance because my system wasn’t a authorized driver even though we never left the lot I was charged a full day and insurance I was calling for months no response on 8/9/22 I received a letter from damage recovery saying the damages was 930.48 I just recently paid off the whole balance and today they send me adjusted bill for 1,067 extra with pictures of different car and different addresses of where the car was fixed at I’ve been calling them no response they really waited until I paid my balance and added more money I feel like they are scamming I see the same charges repeated the date of the repairs for the new bill is dated 9/29/22 but I had the car in June it’s shame what they are trying to do to me it’s causing me so much stress they charged me for a full day and insurance snf I never left the lot with the car I didn’t even face the car for 5 minutes they charged me insurance on top of bill me as if I didn’t have insurance waited until I paid in full and then sent me a new bill with 1,067.00 extra in charged so my first bill in august stated only 930,48 once I paid they waited and sent s new bill this is insane I need help

  Business Response

  Date: 12/09/2022

  Thank you for the opportunity to respond.  

  This is from our claim *********.
  

  There were two repairs due to the first one not being done correctly.
  
  The renter paid $730.00 of the first repair, but the second one is where there is an issue.
  
  As of December 8, 2022 the second invoice was being removed from the claim and they will be pursuing the first shop for the bad repair.
  
  Our Damage Recovery Unit spoke with ******** ***** on December 8th as well letting them know that the $1067.10 has been written off and they are not responsible.

  Customer Answer

  Date: 12/13/2022

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

  I made a total on $930.85 I made the last payment of 200.85 on 12/8/2022 it is now completed and no longer pending I enclosed two photos  of my payment history with confirmation numbers shown also it’s still showing a balance of 1267 you stated that as of 12/8/22 the 1067 was being deleted but it still has not been deleted and it’s now 12/13/22 I’ve been calling Ms ***** ***** serval times today and got no answer I’m waiting for letter proving my claim has been paid in full and also that the extra 1,067 that you guys was trying to charge me should be deleted and removed 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Customer Answer

  Date: 12/13/2022

  I rent sent the two attachments one shows my payment history for the claim which totals 930.85 it also shows the dates and confirmation numbers to transaction the other attachment shows the balance enterprise is still showing which is $1,267 enterprise stated that as of 12/8/22 the extra 1067 was being deleted it had not been deleted I made my payments I’m now waiting for a  letter as promised by enterprise closing out my balance and claim 

• Initial Complaint

  Date:12/07/2022

  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.

  On or about May 2022 I rented a car from ENTERPRISE (******). I was treated horribly by this location, **** ********* ***** ******* ** *****.
  
  The background of this case is I had to wait for over an HOUR for my car when I had an appointment. My car was given away, and I was on time. Three customers were given their vehicles, and I was passed over. The manager of this location NEVER apologized, offered me an apology, or even explained what happened. He never spoke to me while in the location. That same day, I called the CUSTOMER SERVICE OFFICE and filed a complaint because I was LATE for my appointment in ALABAMA, the reason I rented the car. LEGALLY, I could have challenged the rental with my credit card company because my car was not clean inside, and they gave me a car which I did not RESERVE.
  
  When I returned the vehicle, I met with an Assistant Manager. She stated to me, she was apologizing for the issue and if I return to rent a car again I would receive a discount.
  
  I called the location today, December 7, 2022, to use this discount. I was met with again RUDE conduct and the manager would not come to the phone. Furthermore, I explained to the employee I was trying to use my discount. He told me I have to provide an email for proof. Unbelievable!
  
  I requested to be transferred to the corporate office. The phone went dead.
  
  I called the corporate office and was speaking with a supervisor. I was explaining what happened. I had to pause and take another call. The supervisor and I got disconnected. I had to call back because she did not call me back.
  
  I called back and spoken with a second supervisor. Simply HORRIBLE service and I have not received my discount. I am demanding my money back from my previous rental, since they have now refused to honor a promise they made to me.

  Business Response

  Date: 12/12/2022

  Thank you for the opportunity to respond.  Here is the response from our Area Manager:

  "Customer discussed his prior experience and was promised 50% off his next rental, and we didn't honor when he came in. He is coming in on Thursday to rent for two days. Instead of 50% we are going to waive the two-day rental. He is very happy with the resolution. I am letting the branch know. I've already set up the reservation and placed a priority alert in the notes."
  

• Initial Complaint

  Date:12/07/2022

  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.

  Enterprise in Somers Point, NJ on Rte. 9 and just over the bridge from me. Called my bank, of ***** ***** and discussed the debit card which is part of my checking. As soon as I deposit in my debit and in my checking, I can use this and to extend my keeping my rental.
  
  The manager and the people who drive these cars told me you can't swipe the debit card another time and something about 72 hrs so it has time to stay in and get settled?? I don't understand this card at all. I don't use it anymore.
  
  He checked for using my credit card and it wouldn't go through. My banker told me you can use it right away and for the rental, this is their own policy and she has never heard of this. The debit card started it all. As far as putting gas in the car, was going to put gas in after I continued the rental and on my way. I got home and called this store back and asked for another rental to carry me through but was declined. I made mistakes by not calling them back, I was helping some neighbors whose car was in the shop and over a week, but I was still with this rental.
  
  He threw me out by phone.
  
  I broke my promise.
  
  Broke my promise for returning the car.
  
  I lied and just used it; we have no rental cars for you again. He then hung up.
  
  I think he deserves a write up and suspension for a few days and remind him that he makes mistakes too. I have heard that Enterprise has gotten so expensive and has with their customers. This is a big name for rental.
  
  Do I get any refund?
  What is his problem?
  What can be done for me?

  Business Response

  Date: 12/08/2022

  Thank you for the opportunity to respond.  The customer made a reservation for 1 day (11/4) because that is what she could afford. After not returning on Saturday (11/5) or Sunday (11/6), we got ahold of her on Tuesday (11/8). She promised to bring in payment the next day. When she came in 11/9 she didn’t have the funds to extend the vehicle.

  Management has We’ve made multiple attempts to get her into a vehicle, but she continues to have inadequate funds.

• Initial Complaint

  Date:12/07/2022

  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 am a US veteran and insured through **** insurance company. On September 12, 2022 my car was smashed under a tree as a result of the storms. On September 16, 2022 my insurance company provided me with a rental reservation through enterprise which I picked up on that date. Throughout the month of October enterprise communicated with me and I did as well that my car was still at the repair shop in. The beginning of November enterprise contacted me to inform me that the insurance had stopped payment as of October 27, 2022 because they were unaware of the timeline on the repair of the vehicle. At that time I contacted the repair shop and my insurance company, and was told by the adjuster that I was authorized to have the rental until the repairs were completed on my vehicle. Long story short I've picked up my repaired vehicle on December 5, 2022 which at the time the vehicle was not safe to drive and had to leave it at the auto shop for additional repairs due to the accident. **** has contacted enterprise and informed them that they will cover any expenses or balances due to them for the rental I previously had especially because the insurance company needs me to reserve a new rental through enterprise because my car is still not repaired. Enterprise will not rent to me due to circumstances out of my control. Instead of working with the insurance company and myself, enterprise has placed me on a do not rent list and apparently reported the car stolen which I am unaware of why they would do such a thing when the car was never stolen it was in my possession and I was to return the vehicle upon my car being repaired. This entire situation has caused my PTSD episodes to return more frequently because of the stress and inconvenience it has caused me. I have a small baby I have to commute safely as well please help. I need them to remove me from the do not rent list and stolen list. This is defamation of character.

  Business Response

  Date: 12/30/2022

  Thank you for the opportunity to respond. **** set the last day for payment on this rental on 10/26.  The branch employees reached out to the customer on 11/1, and spoke with the customer on 11/2 about this last day of payment from **** and the need to return the rental or have the insurance extend the file.  The branch employees continued to leave messages, send emails, and drive by the customer’s address (10 total attempts: 11/3, 11/4, 11/7, 11/12, 11/14, 11/17, 11/19, 11/22, 11/23 & 11/29) with no response from the customer after 11/2.  The branch employees also sent an escalation request through **** but the file was still not extended.  The shop we have listed as ***** ****** ******** informed us that they also could not reach the customer on 11/17, and provided us another phone number that they had which we attempted but also had no success in reaching the customer.  On 11/22 we sent the customer a certified 10 day letter asking to return the rental vehicle within 10 days or we would have to report this stolen with local police.  That letter was delivered and signed for on 12/1.  At the time we issued the 10 day letter we also assigned a repossession vendor to aid us in recovering the vehicle and prevent us from having to report the vehicle stolen.  Our repossession vendor’s call logs indicate calls were placed 10 different times over a week (11/25-12/1), and they never received a response back.  The repossession’s vendor’s recovery list shows 7 different attempts to retrieve the vehicle at all known addresses for the renter (11/23-12/5).  On 12/5 our repossession vendor picked up the vehicle at the customer’s home address.  We never reported the vehicle stolen with local police because our vendor was able to retrieve the vehicle from the customer.  At the time the rental was recovered it required a detail prior to being able to be rented again.  The customer has paid Enterprise $1299.01 towards the rental balance but still owes us: $255.67, $250 for the detail fee, and $350 for the recovery.  If the renter would like to pay us the balance owed of $955.67 then we can remove her from the Do Not Rent program. 

  Customer Answer

  Date: 12/30/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: **** contacted them directly on the phone with me and explained to them the shop still has my car to date and that they would pay any outstanding balance due to them and that the rental should have never been taken from me becuase my car is still at the repair shop. My vehicle has not been returned to me and I've had to carpool and **** for the past few weeks becuase of this inconvenience that enterprise doesn't want to fix and accept they practiced poor quality and terrible customer service. The insurance spoke to them various times to remedy the problem but it is more important to them to inconvenience their customers. 

  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 01/19/2023

  During the rental we did  not have any confirmation of an extension with **** about payment beyond 10/26.  Once we received this response back from the renter we reached out to **** again and after a week they have given guidance that they would like us to refund the renter and adjust the invoice back to **** as they will pay through 11/30.  We are processing this now and have removed the renter from DNR.  We do not have any confirmation that they are paying beyond 11/30. 

• Initial Complaint

  Date:12/06/2022

  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.

  I rented a vehicle at this location and was assured multiple times that I would not be charged for the additional drivers fee since my rental was being paid through insurance company. I had even reached out to the insurance company and the insurance agent reached out to Enterprise and was told the same- that there would not be an additional driver fee. When I returned the vehicle, I was charged for the additional driver fee ($510.00) and they denied ever telling me it there wouldnt be a charge. I called Enterprise customer service because the local office was denying ever telling me that and the Enterprise agent went through the documentation and was able to find when the Insurance agent was told that I would not be charged a fee for the additional driver. The Enterprise customer service agent told me that she was forwarding to accounting for the credit to be issued. Its been a week and I still have not received a credit. Enterprise should be ashamed of themselves! Such a large corporation adding unauthorized charges.

  Enterprise Rent A Car
  ******************* W
  BoerneTX, 78006
  **********

  Business Response

  Date: 12/09/2022

  Thank you for the opportunity to respond.  Our area manager left a message for the customer to return our call.  A refund for the additional driver fee has been processed, and we will update ************ once we make contact.

  Customer Answer

  Date: 12/11/2022

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