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

  102 Belvidere St Boston, MA 02199

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  26 New St Cambridge, MA 02138-1219

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  179 Chief Justice Cushing Hwy Cohasset, MA 02025-1203

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  2021 Revere Beach Pkwy Everett, MA 02149-5918

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

• Initial Complaint

  Date:12/02/2022

  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 wish to bring to your attention a regrettable incident that occurred with a representative of Enterprise at the branch located at *************** on Friday, November 18. I rented a vehicle for two (2) days. The agent conducted an inspection of the vehicle. He never opened nor inspected the trunk of the car prior to me taking possession nor did he verify the level of gas. Upon returning the car, the agent walked around the car, opened the trunk and pointed out de minimis damage at best on the bumper. When I requested to see a video showing the car when it was given to me, I was told to wait while the manager was reviewing it. This manager never came out to speak to me about the video. Ultimately, the staff refused to ***** me access to the video. I was not involved in a car accident while the rental car was in my possession. Had I been involved in any accident; the car would have sustained more serious damage. Additionally, I would have had a police report to provide or the name of the other party involved in the accident. As I started sharing my nightmarish experience with my insurance company, I received a grossly-inflated bill from Enterprise adding a $200 administrative fee, a $63 devaluation fee and several other frivolous fees totaling more than $400 over the alleged $600 repair cost. Over the years, my husband and I were always considered valued customers by the ********************** branch at ********* and knew the staff on a first-name basis. We never experienced this classless level of service until now. To this day, I have not been *****ed access to the video of the inspection conducted by the Enterprise agent prior to providing me possession of the vehicle. I consider this an unfair trade practice and request that this frivolous and baseless claim be dropped immediately. Sincerely, ***************************** **************

  Business Response

  Date: 12/20/2022

  Thank you for the opportunity to respond.  Management spoke with the customer and let them know that we will not be pursuing for damages.  

• Initial Complaint

  Date:12/01/2022

  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 rented a car from Enterprise Car Rental on November 21, 2022 from the ******* ******* location. On November26th I had a flat tire. I called customer service number listed on the internet. It hung up without answering 5 times. I went to the customer service chat line but it wanted me to rephrase my questions no matter what I asked. I called my partners *** account for roadside service and waited 21/2 hours before I tried enterprise again. This time I got through to a rep who told me to call 911. When I asked what to do with the call said just repeated call 911. I called back a little while for another rep. They said they would send someone but they never came. *** finally showed up and they changed the tire. I called enterprise back and told them I had the spare tire put on and they told me to go to a location to exchange the car. I asked that they have a car available. He said there would be. I tried to call that location directly to confirm but I kept getting a central number. It turns out the location was only dropping cars picking up was not available. I decided to drive to my destination and return the car on my way out of ****** **** because I didn’t need to drive because we were going to be with friends. I had to spend another day dealing with the exchange. It ruined my vacation. It created so much tension and stress because they offered no assistance I want to be compensated for not being able to use the resort in ****** **** and a partial refund on my car rental. I have screen shots showing their lack of response to my situation.

  Business Response

  Date: 12/20/2022

  Thank you for the opportunity to respond. Customer has been 100% refunded for his rental.  He was very appreciative for the call back after his experience during his rental.

• Initial Complaint

  Date:12/01/2022

  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.

  On 10/25/22, I experienced the worst customer service at the Enterprise Rent-A-Car branch at *** ******** ******* ** ******* **. The branch was contacted to pick me, however I was left at my pick up location for 2 hours. After the second call, I asked if i should make other arrangements to get to the location and was reassured that someone was on the way.
  I was brought to the branch at closing time and rushed through the process which consisted of being told there were 2 vehicles left. Both vehicles were luxury vehicles and I declined the Mercedes. I was told I would be accommodated at no charge due to the inconvenience of being left for 2 hours. The agent, ****** tried to offer protection, which I declined and expressed that I have no intention of paying any out of pocket costs due to my deductible being so high. In the interim, I called the branch about a chip in the window and no one returned my call.
  When I returned the vehicle on 11/11/22, I was presented with a bill for approximately $418. The same agent that assisted me on 10/25/22 was present and he was unable to provide an answer or assist in any way. I contacted Enterprise's customer complaint line ***** ******** on 11/11/22, 11/15/22, 11/18/22, 11/23/22 and sent an email to the Area Manager, ** ******** on 11/13/22 regarding this matter and no one nor a bot has responded to my calls or email.
  My insurance company has paid Enterprise's claim, however Enterprise has not released the holds on my credit card, nor have they acknowledged contacted me to address my concerns. There is no need for any hold especially when I made it clear that I did not want to incur any fees outside of my insurance deductible.
  Based on the lack of response from the branch employee and their management, I suspect that I was taken advantage of for the benefit of the employee's quota.

  Business Response

  Date: 12/08/2022

  Thank you for the opportunity to respond. The customer stated that she was under the impression that she had a 30-day policy and could get any vehicle she wanted without paying anything. Management showed her the receipt she signed that her out-of-pocket was $23.25 per day. She stated that she never looked at the receipt but we took 2 hours to pick her up. We came to an agreement that we will charge her $144 instead of the $418 as a resolution.

  Customer Answer

  Date: 12/12/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
   
  Enterprise management did not accurately reflect the settlement discussed. Upon receiving an emailed copy of my receipt on with a $419 balance on 12/6/22, I contacted Enterprise and left a voicemail requesting a return call. In effort to receive a return call I resent my email from 11/12/22 to upper management and BCc’d his manager whom I was told did not exist. With the assistance of BBB and my email, I received a call back which I made clear the lack of professionalism, full disclosure and transparency and work ethic displayed from this branch from the upper level of management down the associate that rented me the vehicle. 
  

  I find it unethical for Enterprise to falsify the agreement which we settled. I never expressed assumptions about having a 30 day policy to get whatever vehicle I wanted without paying Enterpise. I never stated the agent did not show me a receipt nor did I state that I did not oversee a receipt. The manager I spoke with neglected to accept any responsibility for the mishandling and misinformation provided by his employee. Furthermore he felt the need to advise me of the negotiations between the insurance companies and Enterprise with resulted in out of pocket fees for everyone. This is not a customer concern nor should I be lectured about the matter. 
  

  The terms to which this matter was concluded on consisted of me paying the lowest car rental rate of $38 per day. My insurance company covers $30 and my copay is $8 which resulted in $144. 

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

• Initial Complaint

  Date:12/01/2022

  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.

  Hi there,I am writing as I feel I need help with this company. During August I had a rental car as my car was being fixed due to somebody rear ending my vehicle. When I returned the vehicle they advised me that the right side of the vehicle had been scratched. I had no knowledge of this and had asked them to send me pictures of two separate occasions. No pictures were ever sent. They told me as I did not have full insurance coverage that it would be up to me to pay out of pocket. That was fine but I was apprehensive as I did not trust that the scratches actually came from me. No pictures ever care until today when I received the invoice from the garage where it was repaired. They are trying to charge me $2714.00 to have the right side door painted. They are trying to charge me for issues with the front of the vehicle which were never reported to me either. I am feeling extremely taken advantage of. I understand it is my responsibility to pay to have the scratched fixed due to the agreement i signed but all of these extra things they have added in should not me on me to pay for. I need help getting a resolution to this. In the attached photo, the scratched are circled in white. Any help would be greatly appreciated.

  Enterprise Rent-A-Car
  1206 ************
  Mount ************ 5E8
  ************

  Business Response

  Date: 12/15/2022

  Thank you for the opportunity to respond. Complaint #******** has been resolved by the Area Manager. The customer will be paying half of the estimate and is happy with the resolution.

  Customer Answer

  Date: 12/15/2022

  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:12/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used vehicle from the local **** Dealership (Northside **** Dealership, ***********, **) about a month ago and within two weeks of purchase the transmission started having serious problems. That is an issue I accepted and as it was under warranty I took it to the mechanic attached to the dealership as repairs and replacement parts were covered by warranty. A rental car for up to 10 days was also included in the warranty and I was given a rental car and told that my truck would be fixed with two weeks. I was in contact almost daily with the mechanic representative and rental company (Enterprise) (I am assuming they are owned by the same company as they are all located in the same dealership) to either make sure my truck would be fixed within the 10 day time span of my rental or to see if my rental could be extended. I was told that a part needed was on back order and it would take longer than the rental period to come in (it took over a month for the part to arrive and be installed.) I was ensured multiple times by the rental company and the mechanic representative that the agreed period covered by the warranty would be extended past the initial 10 days as they would use a waiver to cover the rest of the rental period. When I turned in the keys to the rental I received an email receipt and charge on my credit card for almost $2000 dollars for the entire rental period after being told and ensured multiple times that this would not occur. I did not authorize the payment and was charged automatically as they had my credit card on file since I turned in the keys after hours. I am active duty military and between the deductible and all of the charges made without my authority I cannot afford those payments and feel as though I was completely taken advantage of. I have dealt with this rental company in the past and have ran into issue after issue.

  614 Loop 410 NE
  ***********
  *******;78216

  Business Response

  Date: 12/09/2022

  Thank you for the opportunity to respond.  The customer spoke to our Area Manager, and we explained the charges on his bill.  The dealership only paid for 10 days.  The customer was charged for the remaining days.  We advised the customer that he will need to address this with **** if they told him they would cover it, and he agreed.  We asked him to reach out to **** to see if they would extend past the 10 days so we can refund.  We asked the customer to call us back once he discusses with ****, and he understood.

• Initial Complaint

  Date:12/01/2022

  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.

  Let's start from the beginning. I was renting a car from this enterprise ******** location, with the insurance being in charge of paying for it. Well, it's takes longer for my vehicle to be repaired at the body shop and they take over from the insurance, for paying it, for courtesy. Now, when I go in person, straight with the manager of that location in front of me, she calls the body shop and gets a number from them to write down for the rental. So we all are in agreement that, the body shop is going to pay for the whole rental. I have to go back several times, and call several times, as well as had the body shop call them to remind them to stop putting a hold on my card for that whole amount, it gets taken off twice. Comes November 18, and what do you know, I get charged 579$, after several dozen times of having told them, that the body shop would pay for it, and they wanted the bill. I have told the manager about it more than enough, and the workers there as well, I get the run around, and I feel totally being ignored, them hoping I give up in calling or asking, is this how unprofessional enterprise is? I already got charged interest on my credit card because of your wrongful charge on my card, all I ask is for my refund, and for this to be corrected already, how it was intended in the first place. And for the record, this place couldn't even take to time to correct my last name at all, even after taking it down from my license. My correct last name is *******, not "*******".

  1000 ******************************, ********, ** 68005

  Business Response

  Date: 12/08/2022

  Thank you for the chance to response to this customer concern from the ********************. Our Area Manager ***** investigated this claim and found that the rental was closed under the customers credit card as the paperwork had not been received and attached from the body shop. ***** reached out to customer and gave a full refund to customer and will bill the body shop accordingly. The customer was pleased with this resolution.

  Customer Answer

  Date: 12/08/2022

  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:11/30/2022

  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.

  On November 21, 2022 we went to an Enterprise Rental location in Ferndale, Michigan, ***** ******** *** to see if a car was available given our vehicle was going to the car dealership shop repair across the street. At the time we were still pursing getting a hold of our insurance company to get the rental covered and ultimately they did cover the costs. Enterprise explained they would charge $300 up front and we could get the funds back upon return of the vehicle. Not less than 3 occasions we let Enterprise know we would need to keep the car longer due to the holiday closures and the time it took for the repair. We contacted them in good faith. Upon getting the car on November 21, a different agent a woman, walked us around the vehicle for the inspection. She totally missed a sizable about of damage on the front of the vehicle by the headlight on the Riverside.. And that was the front end of the vehicle she initially passed when walking around. Only when going back and we had a different view did we point that out and then she took a picture of the damage. Now upon returning the car on Wednesday, November 30 Enterprise had the updated info that insurance was covering the cost of the vehicle The agent went to the car twice to get the mileage and stated the vehicle was in good condition. Long after we departed, a voicemail indicated that there was spray paint on the hood of the vehicle and they would need to pursue us for this damage. There was not any spray paint when we returned the vehicle. They did not indicate any issues or point it our or have us sign off on any damage that we could then question and dispute upon return of the vehicle.. Had we not pointed out to the female agent upon initially getting the car the first day, that she missed a major dent, they would be trying to charge us for that as well. This is a scam. Enterprise should be ashamed. ******- Nissan Altima

  Business Response

  Date: 12/08/2022

  Please accept this correspondence as our response to the complaint filed by ***** ****. We have reviewed the concerns raised by *** ****. *** **** rented a 2021 Nissan Altima from Enterprise Leasing Company of Detroit, LLC dba Enterprise Rent-A-Car at 21951 Woodward Ave. Ferndale, MI 48220.
  
  At the time the renter took possession of the 2021 Nissan Altima, an inspection was completed in the presence of *** **** and the vehicle was determined to be rented without damage noted in our damage claim. This was confirmed by the renter initialing no damage on the electronic tablet at the time of check out. The vehicle was returned with previously undocumented damage. Per the rental contract executed by *** ****, she is responsible for all vehicle damage which occurs during his rental period.
  After reviewing the concerns presented by *** ****, and notwithstanding the foregoing contractual obligations, we have decided to close our file as a matter of customer service.
  At Enterprise Rent-A-Car, we strive to satisfy all our customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service

• Initial Complaint

  Date:11/30/2022

  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 was told buy the agent in enterprise that I need to take out insurance because I was not covered. The agent scammed me. The date was November 7 2022 to the 18 of November. He said I need to insure myself. Told me ***** a day. He charged my credit card ****** dollars and another charge of ******. I called he said I sighed papers. I said you told ***** dollars a day. He lied. I just called State Farm. The agent at State Farm said I was covered. He did call enterprise to tell them I was fully insured. Just a big scam. I am older my husband past away. Please can you help. Thanks so much *******************************

  Customer Answer

  Date: 12/12/2022

   2801 ********************************************************

  Business Response

  Date: 12/15/2022

  Thank you for the opportunity to respond.  The Area Manager spoke with the customer to resolve this situation.  Because a misunderstanding was created regarding how the coverages worked and their pricing,  a refund totaling $257.94 was processed for the customer. The customer stated that she was thankful.  The manager stated that this will also be treated as a training piece for the agent at the branch to avoid any future situations like this. 

  Customer Answer

  Date: 12/15/2022

  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:11/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing in response to your company email. I'm appalled to think that Enterprise is trying to scam me Into filing a claim for the unsafe vehicle you rented to me damage and poorly glued to look like it was not damaged. When we walked around inspecting the vehicle it looked like it was not damaged. I rented the car on November 15, 2022. I made a few errands and went home. I got back in the vehicle around 6:00 am going to work November 16,2022. I park my car by the train on ******* a one way street going north. So my driver side window is to the sidewalk away from traffic nothing was wrong with the car. When I returned on or about 7:00pm or 8:00 pm. I saw the mirror hanging. When I got close I wonder how could it happened. I noticed a big glob of glue that was holding the mirror on. It rained and was very cold the entire day. If not for the weather conditions it would have taken longer to come off. Now Enterprise is trying to scam me. No I'm not responsible for the damages and will contact ever agency to assist in getting to this fraud Enterprise is trying to frame me for and what is clearly a cover up. As I stated to the Police 311 and 911 when I noticed when I got to my truck the mirror was hanging. It is only two things that could happen. Either Enterprise glued it to frame who rented the car or the person who rented the car did it. Neither should be hard to figure out. I also call my insurance company before I return the vehicle to get a different vehicle. I also have pictures when I first noticed it while it was dark also in the morning in the day when I returned the vehicle. The pictures tell the entire story. Enterprise is engaging in unfair practice. I will be filling with authorities to assist me in resolving this clear cover up. I thank You in advance for looking into this matter. Best , *******************************

  Enterprise *************** Of *******
  ****************************************

  Business Response

  Date: 12/02/2022

  Attn: Better Business Bureau
  Complaint #********
  
  Please accept this correspondence as our response to complaint # ********.  Enterprise claim # VX15761QV
  
  
  I called Ms. ********************************* and spoke to her on December 1st and the matter is now considered resolved. 
  
  At Enterprise Rent-A-Car, we strive to satisfy all our customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.
  
  Thank you for your consideration in this matter.  Please contact the undersigned should you have any additional questions.
  
  Sincerely,
  ***************************

• Initial Complaint

  Date:11/30/2022

  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.

  11/14 booked a rental for 11/30 conf *********** at the dsm airport location checked my reservation several times and was told all was good. Flew in from MD 11/30 and go to pick up the rental and was told cannot rent due to paying with a cc and there was nothin they could do. Daughter booked at 6th st location in dsm ********** and was called 5 minutes later and told nothin available until Friday. The latter also happened to me on 11/4 **********…..the other two I can deal with however I was literally homeless in dsm on 11/30 due to enterprise my daughter ended up having to pay for an Uber to my home in Waterloo, ia at $177 because of this! Btw she offered to pay for the rental over the phone with her cc and they still would not allow it. I’m not sure what can be done but I feel that not only should enterprise be fined but they should also reimburse my daughter for their incompetence!  Waterloo, ia…1326 Laporte rd Waterloo, ia.
  

  Customer Answer

  Date: 11/30/2022

  The first reservation I made was done online for the Laporte road l location in Waterloo, ia…1326 Laporte rd Waterloo, ia. 

  Business Response

  Date: 12/08/2022

  Thank you for the opportunity to respond.  Our Area Manager ***** investigated what took place and there was a communication break down with the reservation/customer service department not acknowledging the one-way designation which prevented the customer from being able to use her debit card. ***** has reached out to the customer and apologized for the lack of communication and we have refunded the customer for her Uber cost’s and was satisfied.

  Customer Answer

  Date: 12/19/2022

  I am still waiting on the refund.