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

  288 Washington St Boston, MA 02135-3503

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  26 New St Cambridge, MA 02138-1219

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  63 Jefferson Ave Salem, MA 01970-2956

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:04/08/2025

  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 rented an **** A5 (RA #7QN735) from the *******/************ location for two days, beginning on March 31, 2025. On April 1, 2025, at approximately 8:15 AM, while on the PA Turnpike, a truck threw out an object which put a golf ball sized dent in the windshield of the ****. After ascertaining my fianc was okay, we were able to get the offending truck information and was able to stop and contact the PA State Police for a report. At approximately 8:31 AM, I called Enterprise Roadside Assistance, and advised "********" of what had occurred. He asked me if we were okay, to which I replied in the affirmative. I asked him if the ******************** location would have the same car class available to swap into, to which he replied that the ******************** had the same car class to swap into. (I asked him this question several times, and each time he said the same car class was available at the ********************.)Upon my arrival at the ***************************, I was advised by the manager **** that there were no vehicles of the same class to swap into, and that I would have to go into a full size car (a SIGNIFICANT downgrade) to continue on my trip. After my fianc had a verbal fit about being downgraded into a lower class car, magically a Jeep Grand Cherokee was found that we could take back home. After we were on the road again, I called Enterprise **************** and asked for a regional manager to call me. in regards to the lies from Roadside and from the branch. To this date, no one has called.The issues here are several: 1) *********************** flat out gave false information to me at a time I was not thinking straight, 2) The lies from **** the manager at the ******************** about only having a full size car to put me in, and 3) No call from a regional manager are the reasons I am filing this complaint.

  Business Response

  Date: 04/15/2025

  Thank you for the opportunity to respond. Management has contacted the customer and offered compensation to resolve.

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The regional manager contacted me and I received the compensation. 
   
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:04/08/2025

  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 purchased insurance for three days with Enterprise, and I had it removed. I got the car due to an insurance claim. I asked them to remove it, and they said they did. I kept the car after the due date which was 3-28-25, and turned the vehicle in on the 31st of March in which I was charged ***** for the two days which was fine. I had to pay upfront a ***** dollar deposit which I never received back plus they charged me ****** for damage wavier for what I don't know, because I had the insurance removed after the three days, and now they refuse to give me my money back. The only thing I owe on the rental is the extra days that I kept the car. I would strongly suggest that No does business with Enterprise, because they don't explain their fees, and in the process add charges because they have your card on file. If I don't get what is owed to me, then I will seek legal action!

  Business Response

  Date: 04/19/2025

  Thank you for the opportunity to respond. Management processed a partial refund of the Collision Damage Waiver charges to resolve.

• Initial Complaint

  Date:04/08/2025

  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.

  On 3/18/25 I picked up a rental car from Enterprise **************** location in *********, ******. The car they gave us had a lot of damage as noted on the original rental agreement. When my daughter and I pulled away in the car we noticed a slight noise but dismissed it thinking that Enterprise would not rent a car that was not mechanically sound. My daughter proceeded to drive to ********** on 3/19/25. She called me when she pulled over to Barstow due to the noise being very loud and it worried her. Upon inspection of the car she found the plastic located under to car had come loose and was dragging on the ground. I immediately called road side assisance, they directed my daughter to go the location in ***********. Upon arrival my daughter was informed no cars were available and she would need to wait. Shortly after her arrival a woman from Enterprise accused my daughter of causing the damage to the car and informed her that she would not receive a replacement if she didn't acknowledge the damage. My daughter left the car at the location on 3/19/25 and went to a hotel where her and my 11 year old granddaughter waited for me to drive from ********* to get them and bring them back home. I have been charged for damage that already existed on the car and for the full rental for the office in ***********, ** claimed the car wasn't returned until 3/21/25 @ 11:54 am. The car was rtd to them on 3/19/25 at 3:45 pm. I attempted to resolve the issue with the ******************** to only be ignored and always told he would call me back. I then reached out to our Corporate representative in hopes he could assist me as well. However it appears that he was unable to assist for he informed me that someone was to be calling me and this call still has not occurred. I have attached all emails and my contract as well as the damage report filed by the ******************* This not only cost me the rental, but the ****** fees for the house we rented for their vacation.

  Customer Answer

  Date: 04/09/2025

   I was contacted by Enterprise Car Rental this am and was issued a full refund of the car rental.

• Initial Complaint

  Date:04/08/2025

  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 have rented cars from enterprise for many years! In fact I own a towing company and even recommend and drop off many customers to the various ******************** locations in my town! I have had pretty great experience with enterprise untill recently at one location! The one in ********* Va I had rented a car because my vehicle was involved in an accident. When I got the vehicle I drove it for a few days but it was messing up so I took it back and exchange it with the only car they had. The pricing was more expensive but I told them it wasn't my fault that the first car was messed up and that they didn't have anything else: after fighting with them they finally agreed to charge me the regular rate. The day I was due to drop it off the tire blew out. due to owning a tire and towing company I just changed the tire myself. Put the the spare on and put the blown out tire and rim in the back of the truck and dropped it off! When they checked it in I noticed they took my deposit and took hundreds of dollars from me after calling really confused the rude lady told me that I was being charge because the rim was gone I explained what happened. Told her I figured that me changing the tire saves them money not having to pay for a tow After again aguring with the very nasty lady they agreed to refund the money. I called and left so many messages to contact. Someone higher up in the company. After referring a friend to there he experience a very unpleasant experience of enterprising charging him ******************************* the windshield from something off the road. Months later I'm trying to rent a car and they have me on the do not rent list! For using what I thought was cupon code someone gave me years ago! I have used that code for 8 plus years dozen and dozen of times! So instead of telling a customer that has always paid that brings your company plenty of business that the cupon code was a corporate code instead of a cupon code can't use it. They just lose business

  Business Response

  Date: 05/05/2025

  Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and shared their rental privileges are intact. 

• Initial Complaint

  Date:04/08/2025

  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.

  After a car accident, I was told by my insurance company to rent a car from Enterprise and that it would be covered by the insurance. I was only entitled to a small car, but the rental company only had a larger one. At the end of the rental, we were charged over $800. We were told it was 1- because we rented a larger car and 2- because we took insurance. The rental agent said that since our credit card did not cover insurance, we should really take the insurance. What they did not tell us (and our insurance agent said they absolutely should have!) was that our regular car insurance would cover any damages. Our insurance paid them over $1000. We feel the extra $874.13 should not have been charged.

  Business Response

  Date: 04/21/2025

  Thank you for the opportunity to respond. Management has reached out to the customer via phone call but has been unsuccessful in establishing contact. They intend to speak with the customer directly.

  Customer Answer

  Date: 04/23/2025

  I did return the call. ***** was not there. They told me he would get back to me. He has not. 

  Customer Answer

  Date: 05/03/2025

  I received no information about how this complaint was supposedly resolved. ***** reached out to me once. I have returned his call three times. Each time someone else tells me he is either in another branch or, the last time, that he is in the branch, but in a meeting, and will call me back. He never has. I am not sure how this constitutes a satisfactory effort on the part of ********* to resolve this issue, and would ask you to reach out to them once again.

  Perhaps they can answer me via email so I have a paper trail, and they cannot say they have tried to reach me but failed.

  They can send an email to ****************************.

  Thank you for your efforts on our behalf.

  Customer Answer

  Date: 05/12/2025

  I have continued to reach out to ***** several more times. Conveniently, he is either "not in the office" or "in a meeting and will call you back." He never does. Is there anything else you can do to expedite a solution to this?

  Business Response

  Date: 05/19/2025

  Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
  

  Business Response

  Date: 05/20/2025

  Thank you for the opportunity to respond. Management has attempted to contact the customer via phone call and been unsuccessful. Management has sent the customer an email as they intend to speak with the customer directly.

• Initial Complaint

  Date:04/08/2025

  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.

  In November we rented a truck from ************* VA; the area manager is ****** **** and his email is ********************** The rental was to be for 2 days and we needed it longer so we called and changed it to a $1900/mo contract. At no time was mileage charge disclosed verbally or in writing to the person paying for the rental. Upon return of the truck 3 months later, we were charged $13k! When calling Enterprise support, we were told it was mileage and she was unsure why milage was being charged and could not help us. In the middle of the contract, the driver took the truck in for required service and was forced to sign a new contract with ******, MD and they honored the $1900/mo but the ************** location did not. The prices are wildly different between the two locations for the exact same truck. The owner of the credit card was once again not informed verbally or in writing about any mileage limits from **************. We reached out to the ************** location after the huge charge and informed them the driver was not the same as the name on the credit card and no attempt was made to inform the payor of the mileage on the contract and we asked them to honor the $1900/mo which was the only verbal discussion. We did settle for a lower cost because Enterprise was threatening to go after the driver of the vehicle and not the owner of the credit card. We paid $7,300 which is still an exorbitant amount for 3 months of rental when the mileage was not disclosed, we would not have rented the vehicle as it would be cheaper to purchase a new one. They did not give us the itemized bill until we paid this settlement. Our credit card advised us to seek legal counsel as we have a case for no disclosure to the owner of the credit card.

  Customer Answer

  Date: 04/08/2025

  Rental #6N043B

  Business Response

  Date: 04/17/2025

  Thank you for the opportunity to respond. Management has researched the complaint. On December 11, the customer made a three-day reservation for a pickup truck for $100/day. On January 2, the customer extended with the monthly rate which automatically resulted in a limited mileage rental. The customer was emailed a copy of the updated contract with the monthly rate and limited mileage. On January 27, the customer was contacted regarding the vehicles periodic maintenance. From February 5 to February 25, the customer did not report to an ******************** location and perform a rewrite and tire inspection.

  Upon return for the rental, the customer was charged $3,465.25 in mileage charges. On March 5th, management spoke with the **************************** provided a description of the charges and offered to dismiss $1000 of the milage charge. On March 6th, we received a chargeback notification for the amount equivalent to cost of the rental. On March 13th, management and the *************************** agreed on an amount to have deducted from the rental total. On March 24th, a new form of payment was provided to satisfy the outstanding balance. There will be no further action taken at this time.

  Customer Answer

  Date: 04/19/2025

  Complaint: 23173590
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 04/26/2025

  The answer provided is unacceptable. The emailed notice they sent was NOT sent to the credit card's owner. They are also REQUIRED to verbally inform of mileage limitations to the person that is paying for the vehicle and this did not happen, although there was ample opportunity. If they do not honor the agreement of $1900 per month, we will have no choice but to pursue this matter with legal counsel who has already informed us of Enterprise's legal obligation to inform the cardholder (not the lessee, the cardholder) of any mileage limitations. It did not occur. The name on the card does not match the name of the driver, and the name on the card WAS NOT informed. There is no gray area here.
  
  

  Business Response

  Date: 05/07/2025

  Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.

  Customer Answer

  Date: 05/08/2025

  Complaint: 23173590
  
  I have reviewed the business' response and am rejecting it because:
  
  They need more time and this has been going on for months and was not investigated appropriately the first time. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/14/2025

  Thank you for the opportunity to respond. Management has researched the complaint. Again, on December 11, the customer made a three-day reservation for a pickup truck for $100/day. On January 2, the customer extended with the monthly rate which automatically resulted in a limited mileage rental. The customer was emailed a copy of the updated contract with the monthly rate and limited mileage. On January 27, the customer was contacted regarding the vehicles periodic maintenance. From February 5 to February 25,the customer did not report to an ******************** location and perform a rewrite and tire inspection.

  Upon return for the rental, the customer was charged $3,465.25 in mileage charges. On March 5th, management spoke with the **************************** provided a description of the charges and offered to dismiss $1000 of the milage charge. On March 6th, we received a chargeback notification for the amount equivalent to cost of the rental. On March 13th,management and the *************************** agreed on an amount to have deducted from the rental total. On March 24th, a new form of payment was provided to satisfy the outstanding balance. There will be no further action taken as the customer was properly informed and management has spoken with the customers company to resolve on several occasions. 

• Initial Complaint

  Date:04/08/2025

  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.

  -April 7, 2025 - Amount: $1,133.27 --address: **************************** ************************************************* Description of issue: I rent cars very frequently from enterprise. Every time l return a car it's always the same process when I pay with my credit card. The moment they close the contract. l immediately get my deposit back. There is no way it's immediate as soon as the car is returned.This has happened in the past where I haven't got my deposit back immediately after returning a car, but the manager came and was able tofix the issue. I returned the car April 7 and I was told my deposit was returned, but it hasn't been returned. I've returned to the airport because they do not have a phone where I can call them to ask so I have to drive 45 mirOtes just to get to them just to be told the same answer that they don't know what going on. This makes no sense in the manager who assisted me last time with making sure I got it back immediately was busy so at this point, I don't know what to do. I need the 400 back because $400 is a lot of ******** contract couldn't have been closed because the minute it closed the transaction falls off my bank account immediately there is no wait time at all.

  Customer Answer

  Date: 04/08/2025

  I need to close this. Its been resolved

  Business Response

  Date: 04/09/2025

  Thank you for the opportunity to respond. Management reached out to the customer via phone call but has been unsuccessful in establishing contact. Management sent an email regarding the difference between the authorized amount including the deposit versus the amount charged at the end of the rental.

• Initial Complaint

  Date:04/07/2025

  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 had my high end electric car rear ended by another driver few weeks ago. That driver insurance referred me to Santa ****** enterprise ***************************************. When I spoke with that location rental car 2 wks in advance of picking up a car I stated to them I want electric car and Im not used to driving regular car. They confirmed on the phone sure we will have electric car for you ready when you pick up the car in 2 weeks and we wrote this down for you dont you worry. The day that was my appointment to pick up the rental car they only had 1-2 options of beaten up regular car not electric. They made me drive away with this ****** that was old dented outside filthy inside smelled cigarette inside the carpet inside was burned I believe by cigarette. It was gross plus it had 144k miles on it very uncomfortable car to drive. The seats were ripped and had stains on them. I told the *** look inside carpets are burned seats have stains on them can you mark them. He said oh dont worry about the interior being like that we dont charge you for interior being dusty or those stains. I returned the car today to them. They called me with a rude voice saying we are going to keep the $200 something deposit you made when you picked the car because there is stain on the back seat. I said the stain was there and interior was filthy and smelled like cigarette when I got the car. They said no there is powder in the back sit. I said it could be little powder from the small make up powder that my daughter had in her hand . No one ate in the car no one drank anything in the car. We caused absolutely no damage or stain. I want my whole deposit back to my card.

  Business Response

  Date: 04/30/2025

  Thank you for the opportunity to respond. Management reached out to the customer and processed a refund to resolve.

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/07/2025

  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.

  To Whom It May Concern,I am writing regarding an outstanding balance associated with a rental that Enterprise claims was under my responsibility from approximately three years ago. After reviewing the documentation provided by your back-office team, I want to formally dispute this charge.The credit card used for this rental is not mine, and the name listed on the card is not mine either. Furthermore, the signature associated with the rental agreement does not match my own. I was not involved in this rental, nor did I authorize anyone to use my identity for it.I ask that you remove my name from the Do Not Rent list and clear any associated balance. If you require a signed statement to that effect, I am happy to provide it.I am committed to resolving this civilly and without escalation, but I cannot be held liable for an account I did not create or authorize.

  Business Response

  Date: 04/15/2025

  Thank you for the opportunity to resolve. Management has reached out to the customer and resolved the matter directly.

• Initial Complaint

  Date:04/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Enterprise rent a car *******************************************************,March ******* at 1:01 pm a car for $40.84 a day.four days,the insurance for car is optional but I was told by agent it not and if I wanted to rent car I have to get insurance at $28.99 a day for 4 days again it a option ,I paid insurance. And branch manager said he will waive insurance and refund money paid because it is a option it be a week before get money back because accounting dose refunds since already paid on second week,account # ****** and amount $115.96 Also car brakes were hard to brake and car had trouble accelerating .

  Business Response

  Date: 04/28/2025

  Thank you for the opportunity to respond. Management reached to the customer but was unsuccessful in establishing contact. Management left a message as they intend to speak with the customer.