Complaints

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

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  Enterprise Rent-A-Car

  600 Corporate Park Dr Saint Louis, MO 63105-4204

• 

  Enterprise Rent-A-Car

  745 E Main St Stamford, CT 06902-3868

• 

  Enterprise Rent-A-Car

  590 Lordship Blvd Stratford, CT 06615-7123

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  62 Taunton Ave Seekonk, MA 02771-6130

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  18 Cochituate Rd Framingham, MA 01701-7915

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:11/10/2022

  Type:Order 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 rented a car (******** ,** OldHook Rd.Branch location)for less than two days with a total mileage of than 27 miles. ** the time of inspection for pick up ,I questioned the trainee rep about the Scratches, bumper damage, and exterior dirt on the vehicle. I was told by the representative that enterprise is not concerned with Scratches that are less than a dollar bill or bumper damages..I did not receive any rental agreement to sign at that time.Vehicle was driven home and garage kept until the following day! When I returned home a rental agreement was forged with my signature! I also have been notified by my credit card, that $500 have been charged on my card which are unauthorized! I have already contacted the corporate office and have been guaranteed a callback from the regional manager the same day 11/9/22. -which has not occurred! Six calls again today to the corporate office for which have been disconnected and to where I have been told as well as yesterday, that my issues havent escalated. As of now I have not received any communication from Enterprise CarRental.I am filing this complaint for a number of reasons including the forgery of my signature on the rental agreement, switching of vehicles at the time of rental,Accusations of pre-existing damages on the vehicle which are false,and unauthorized charges on my credit card. Although,I have requested the name and phone number of the regional manager a number of times, they would not provide this information. I am still waiting for a return all from the-regional Manager or *****************

  Business Response

  Date: 11/15/2022

  Thank you for the opportunity to respond.  Management spoke with the customer.  She is content with the resolution. Her card has been refunded and Damage Recovery Unit has shut down the claim. They provided her with personal information in case she ever needs anything in the future or has any concerns that *** arise. 

  Customer Answer

  Date: 11/15/2022

  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. I was waiting to confirm that the credit was put back on my card for the charges that they issued. I received confirmation of the credit just five minutes ago. I think you, as always for your assistance.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented a vehicle from the airport at ******** *******. Drove from ******** to *********. Had to stop twice due to low air alert in right rear passenger tire. Contacted company as soon as i arrived at destination. Was given a reference number ********. Was told i would b contacted first thing in the morning to swap out vehicle. This was on the 3rd of November, left on the 8th and no contact from them what so ever. No credit provided by them and still have heard nothing. Reservation was made under my wifes name ***********************.

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

  Business Response

  Date: 05/12/2023

  Thank you for the opportunity to respond.  A refund was processed for out of pocket expenses for the rental. 

  Customer Answer

  Date: 05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/09/2022

  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 rented a car through enterprise rental and my insurance with farm bureau was responsible for $40 a day. I was told by a male salesman it would only be out of pocket $1 and some change per day out of pocket after insurance. After driving the original car I picked up I brought it back the next morning due to so many issues with the car. I was told by another sales person I could get in the RAV4 for only $2 and some change a day so I agreed. She told me she would take care of everything. I then get a call on a Friday around 5pm stating I needed to return the vehicle that Monday but when I was asking for all the info etc when in the store I was told I would have a week notice . During the first visit the manager behind the desk ****** said she would handle everyone bc the other sales people were giving out wrong information to everyone that came in there. She assured me there would not be a issue and told me I would only be charged for the $150 for the 30 days and then refunded whatever else that was charged over. Since then they have tried taking a additional $222 and a additional $172 out numerous times. (Total of 5) Ive tried contacting local business and ************************************************************************************ back. I have never received one call or anything. But they can keep trying to charge my card. I then receive a email about me being placed to collections. I went to the local store today and was told all kinds of crazy Information and told I was not a customer of theirs anymore than I was a collections customer and I needed to leave or she would call the police. Ive called, went to locations and tried higher up with no resolution or a response other than being turned over to collections. *** dealt with this almost 3 weeks now and they cant do anything but turn me over to collections when they dont even have a signed document authorizing anything. I need help!

  Customer Answer

  Date: 11/10/2022

  The location of the complaint is for

  Enterprise Rent a Car

  located at

  19821 1-30 

  ******, AR 72015. 
  

  Since my complaint they have drafted my account for a extra $172.** after I repeatedly told both AR & TX located they did not have authorization to take out an additional fee until we came to come agreement. They have tried a total of like 10x continually to draft my account and finally got it. This has gotten completely out of hand and this is my insurances responsibility. Ive been lied to numerous times, taken advantage of and had my account emptied out due to these individuals. This situation has put me and my child in a terrible situation to begin with. 

  Business Response

  Date: 11/11/2022

  Thank you for the opportunity to respond.  The Area Manager has processed a refund for the amount the customer felt was overcharged.  

  Customer Answer

  Date: 11/11/2022

  Complaint: 18364313
  
  I am rejecting this response because:
  The refund will only be a total of $205.74. My account was drafted for $150.00 originally and was told by salesperson almost full amount of it was likely going to be credited back. After I returned the vehicle with only a 2 day notice but was told I would have a week notice bc i voiced my concerns due to not having another vehicle. When I returned the vehicle you attempted a total of 5x to run my credit card without having any verbal or written consent. Not only did that happen you tried another separate time to charge my card $222.**. So a total of only $205.74 refunded is NOT what the customer asked for. A gentleman named **** called yesterday was very short and rude and if I wouldnt of explained to him what happened the entire conversation would of lasted no longer than 30 seconds. Every individual I speak with from this company is very disrespectful and rude and its shows they just care about the money. Im asking for the collections to be removed considering its not 90 days old not even 30 days to be exact. I also want the $150 & $172.00 that was charged refunded. I also believe all my spent time and money spent on this situation (due to charging my account and being unauthorized I need compensated for that as well as it took time out of my day therefore it cost me money. The $205.** being refunded will not be approved.  
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/16/2022

  Management refunded the total of $322.90, and they have stated that they apologize for any frustration experienced over this situation. 

• Initial Complaint

  Date:11/09/2022

  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.

  Hello this is my thirs time reserving with enterprise. Not only do they call me and say they have no cars they also call me the morning of to tell me! I booked weeks in advance sometimes a week ahead as well and they call me the day of to tell me they dont have anything. I also think because im using a corporate code they deny me as well because of how low priced I pay with the discount! Its unacceptable

  Enterprise Rent A Car
  Address: *************************************************>City: *********
  State: **
  Zip: 20850

  Customer Answer

  Date: 11/10/2022

  There was no money put down just my credit card on file

  Business Response

  Date: 11/22/2022

  Thank you for the opportunity to respond.  Management apologized for the inconvenience and offered a free upgrade and white glove experience in December or January when she needs travel again. 

• Initial Complaint

  Date:11/09/2022

  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 went through Enterprise car rental on starting October the 6th to rent a car because of my vehicle being messed up okay basically barbell ****** went on and told me that it was going to be like a day to rent I had to have my car repay it was going to take a whole day a whole day end up turning till like 4 days to make a long story short I rent it a call from Enterprise like three times okay I had to also put $100 deposit down three times when I went and check one of my credit cards I've noticed that it's been I didn't return the call now it's been like almost over almost going into a second week 2 weeks ago and now I have not gotten my refund when I spoke to several different people at Enterprise they keep telling me always taking care of I even spoke to the manager at all and he said that he spoke to Enterprise and it was taking care of Enterprise refuse to give me my money back I don't know who's playing the game why is a problem that vehicle return to them and it's same condition it was gave to me they signed off on it and everything but they will not return my deposit back and take the whole off my credit cards I've used three different credit cards I don't even know which credit cards was used because I used three different ones if they can make sure that my money is returned to me on all of my credit cards because I paid ****************************** in full they run into call from Enterprise and I paid some money to get my vehicle back so I don't know nobody anything so therefore Enterprise refuse to give me back my deposit or take the whole of my credit cards for the rental of the vehicle.

  Business Response

  Date: 11/11/2022

  Thank you for the opportunity to respond.  Management has looked into the situation and made sure that the customer has their money back. 

  Customer Answer

  Date: 11/11/2022

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

• Initial Complaint

  Date:11/09/2022

  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.

  November 3, 2022 I call Enterprise to set up appointment for a vehicle, at 8034 Covington HWY, Lithonia, GA 30058, and I scheduled the appointment for the 8 at 9 o'clock. I get there and find out there is no car but I can get and upgrade which I would have to pay 18 additional along with my insurance. I ask him why didn't they call me to let me know they didn't have a vehicle because I could had went some other place. I talk to the manager about this because it was their fault. The manager got upset with me because I was inquiry about how they ran their business and he told me I had to go somewhere else to do business.

  Business Response

  Date: 11/11/2022

  Thank you for the opportunity to respond.  Here is the quoted response from our Area Manager: "I called *** ********, and she was upset about showing up at G6 and  them not having a vehicle available that would fit within her policy.  She is mainly is upset with how it was communicated to her.  She was able to get taken care of at 0353 and find a vehicle that fit within within the rate the insurance company authorized.  She said that she was just in an accident and in pain, and it was really bad timing to have to deal with another hurdle in the process. I apologized for the way it was handled at 03G6 and asked if there's anything I can do for her.  She stated that she is happy now that she's in a car from 0353 and is very appreciative that I called her and apologized and that she accepts the apology and is happy with the resolution.  I told her to contact me at anytime on my cell if she needs anything. She thanked me for that and agreed to do so. "

• Initial Complaint

  Date:11/09/2022

  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 October 18th I was charged 65.00 and 85.oo dollars then on the 26th of October they took out 119.54 and 59.92 which I didn't authorize them to do . I returned the vehicle and I haven't received my full refund. I have talked with them and called. I feel that they are ripping off their customers and this should be looked into. I would like to get my full refund
  I feel what they are doing isn't right.

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

  Business Response

  Date: 11/15/2022

  Thank you for the opportunity to respond.  The Area Manager left voicemails for the customer on the 10th, 11th, and 14th of November but has not heard back.  If the customer would like to discuss the matter further, we encourage them to reach back to that manager, and they would be more than happy to assist.  

• Initial Complaint

  Date:11/09/2022

  Type:Order 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 need to file a formal complaint on Enterprise rental car Center at the **** ********** international airport. I picked up a rental car Monday afternoon. Tuesday morning when I got in it was infested with roaches, so I called the enterprise rental car center that I picked up the car at and they told me to go straight to **** ********** international airport that they would upgrade my car and exchange the car for me. Employee named ******** ******* who by the way, has no customer service. I first got there and they were not going to help me at all because I did not have some type of reservation. He told me I was not a customer of theirs even though I am a customer of enterprise I’m in a car from Enterprise. Finally, he said that there were cars that they were going to sell that they’re not going to sell anymore, and they were being cleaned, he took about 15 customers that came after me took them before me had me waiting there for about three hours to then be 12:30 midnight and tell me that they’re closing and that they do not have any vehicles. During my time there I witnessed everybody that came up with a reservation they didn’t have anyone’s cars that was reserved. They were offering all types of different cars to the customers because they didn’t have it reserved and customers were explaining that they didn’t want that because it’s not what they paid for, and they were not trying to solve anyone’s issues. In front of me they gave the car that I had just turned in full of roaches to another couple and had the audacity to tell me that they bombed it and I said, how do you bomb a car and safely give it to someone it doesn’t take two minutes to bomb a car. He was talking to another couple explaining something to them. Then when I turned around the lights were off and he was leaving and just left me there so, I went after him and ask him because he had advised the enterprise would pay for an **** so I asked, did you order the **** and he tells me no you have to do thta

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

  Business Response

  Date: 11/28/2022

  Thank you for the opportunity to respond.  Here is the response from Management:

  "Area Rental Manager, ****** ****** ******, spoke with Mrs. ******* on Monday 11/14/2022 and apologized for the experience she encountered. ARM ****** provided a discount at the end of the rental. The customer wanted to express her frustration from another location and the original renting location had already exchanged the vehicle. This was resolved."

• Initial Complaint

  Date:11/09/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We often rent ******************************** and I have found in general this location to be well run. I am fortunate to be able to work remotely. Our rental began on 10/24/22. After a 55 minute wait for an agent to assist us, we were told there were no cars. After 45 minutes or so I spoke with the manager who offered us a Chrysler Pacifica Minivan, and while not the *** we requested we accepted the vehicle. My guess is he never added the vehicle to our rental, although he was super nice, very apologetic and I am guessing just very busy.On 11/3/22 I turned in my the Chrysler Pacifica Minivan at 12:15PM to this PSP location. The agent in the return area advised me the car was 'not in the system'. He told me the counter would fix this and I would get my receipt by e-mail in an hour. After 7+ hours later and no receipt I tried to call the location. This is not possible with their call system. The agent at the call center was also not able to assist and asked I call back the next day. I did call back on 11/5/22 and the agent gave me case ******** and said I would get the receipt in 2 - 24 hours and they see this all the time. I have also e-mailed *******************************, ************************* and ************************* who are executives with the firm without a response.The license plate number for the car I rented in ********** was: 9AOR162. Enterprise Rental Agreement 654288031.My guess is once someone matches up the rental agreement to the license plate my rental can be easily closed out. I returned the car with a full tank of gas. Candidly I wish I had thought of this sooner but on the airplane ride back home it occurred to me: Enterprise has no idea what car I was driving for 10 days and upon return had no idea which rental agreement to apply the car I returned. Hence I suspect I am in for some unnecessary additional aggravation which I have endured and need a competent person to assist.I am hoping the BBB can easily expedite this process. Thank you.

  Customer Answer

  Date: 11/09/2022

  1. The address is *********************************************************************** 92262

  2. However Enterprise has reached out to me and this matter is resolved to my satisfaction.  NO further assistance is needed.

   

• Initial Complaint

  Date:11/08/2022

  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.

  Issue at ******************************************************, location on September 27, spoke with Enterprise resulted in complaint launched on my behalf and confirmed a regional manager would contact for follow up. The matter remains outstanding. My request for resolution to reconcile overcharges.

  Business Response

  Date: 11/23/2022

  Thank you for the opportunity to respond.  Management spoke with the customer and agreed that we will be refunding her the Uber charges she incurred, the increased price from one location VS the original reservation, as well as refunding all the Airport Fees she incurred having to rent there VS a home city store.
  
  As well, we assured her we will be doing internal training with the employee that she dealt with that seemed to be very unpleasant. We also had the Area Manager contact her to arrange a discount on a future rental at a different location.