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.

close

Find a Location

Enterprise Rent-A-Car has 2510 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Enterprise Rent-A-Car

  600 Corporate Park Dr Saint Louis, MO 63105-4204

• 

  Enterprise Rent-A-Car

  590 Lordship Blvd Stratford, CT 06615-7123

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  299 Milk St Fl 7 Boston, MA 02110

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  26 New St Cambridge, MA 02138-1219

• 

  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:11/03/2022

  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 vehicle from Enterprise Rent a Car in Lakewood NJ on June 21, 2022, while my car was being repaired from an accident I was in. Enterprise charged my card $4070.41 for the rental of ***** ******, not my name. I haven't received the bill in my name to submit to my insurance company for reimbursement. I emailed Enterprise on 3 separate occasions to correct this matter, my emails were ignored. I called the local office 6 times, no one has been able to help me. Their response was, "sorry, this is the name on the bill." If so, it is not my bill and my card was charged in error.
  I have reached out to the corporate office on 3 different occasions, each time I was promised they would get me a copy of MY bill with MY name on it, so I could submit to my auto insurance, but all three times I haven't received anything. It has been over 2 months since I have been fighting to get a copy of the bill so I could submit to insurance, with no response. I am disputing the $4070.41 charge that does not belong to me, and would like assistance to receive my bill.

  Enterprise address : 1141 NJ-88, Lakewood, NJ 08701

  Business Response

  Date: 11/07/2022

  Thank you for the opportunity to respond.  Management spoke to the customer and was able to resolve by offering to provide her the corrected bill with the proper name on it. This is being sent to the customer.

• Initial Complaint

  Date:11/03/2022

  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.

  11.2.22 I received a call from a customer rep from the ******************** on ******************. I was threatened to get my rental car towed if I did not bring the car back. However, my contract is valid until 11.9.22. I put down a deposit as required when i picked up the car, and my insurance is paying for the 80% of the rental until 11.9.22. The rep called requiring more money when my contract is under my ********************* He was very rude and disrespectful for now reason. He stated, ' my deposit only covered the rental until 10.31.22, but my paperwork says until the 9th, and Enterprise on required one deposit to put on hold. In additional, i was never give a choice in vehicle, they provided me with a call. My contract is different from what the rude customer service is showing. He differently needs customer service training and stop threating customer they are going to tow the car and leave you stranded it. I want corporate to be aware of this type of service, so it will not keep happening.

  Enterprise Rental Car
  **************************************************************************************
  ************

  Business Response

  Date: 11/08/2022

  Thank you for the opportunity to respond.  The Area Manager contacted the customer and explained that they had an insurance *** of either $1000 or a number of days; it is whichever condition is met first. Area Manager also apologized for the misunderstanding and for the way the rental conditions had been communicated to them.

• Initial Complaint

  Date:11/02/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from the ******* location on Sept 30th. I returned the vehicle on the 14th of Oct to the same location. I was informed I would receive my 50 dollar(s) deposit back within 3 days. However, I have yet to receive my deposit back. It will be three weeks since returning the vehicle this Friday. I would like my 50 dollar(s) deposit back.

  Enterprise
  17299 ****************************************************************

  Business Response

  Date: 11/03/2022

  Thank you for the opportunity to respond. Our Area Manager called the customer and apologized for the delay in receiving her deposit.  We mentioned we were unable to process due to a pending extension with the body shop, however that is not her fault, and we will handle the pending extension.
  
  The refund/deposit is going back to her card on file.
  
  

  Customer Answer

  Date: 11/03/2022

  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:11/02/2022

  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.

  To Whom this may concern, My name is ******* ******** and I rented a vehicle on 10/13/22 from the Enterprise 7600 75th Street, Kenosha, WI 53142 (Pickup site Caliber Collision/ Kenosha WI) . On the day of pickup I was charged $144 dollars forthe deposit and the $14.95 a day difference for upgrading to a truck and Enterprise Insurance (my insurance covered $30 a day plus). Five days later I was charged (without prior notification) $197. It was to my understanding I wouldn’t be charged anything extra until I return the vehicle. I also contacted Enterprise and requested to have the insurance removed effective immediately and was told it wouldn’t be a problem. Upon returning the vehicle on 10/28 (which was cleaner than what it was when I picked it up) I called Enterprise Kenosha to get a balance and to see where I should drop off the vehicle. I was told by *****, Enterprise employee that the balance was $150 and to drop off at Caliber Collision/Kenosha. The next day without notification Enterprise made attempt to charge $614. I called Enterprise to ask why I was charged more than what was quoted and was told that I was still being charged for the insurance and they couldn’t provide me an answer as to “why” the balance was $614 instead of $150 like ***** had stated. I was then told a Kenosha manager will call me back (never got a callback). Instead the store just keeps on trying to charge my card which my bank has now froze.
  
  I’ve been renting cars from Enterprise for over 20+ years and this is the worst customer service experience I’ve ever endured. I was never emailed a statement when I picked up the vehicle, nor can I find one on my a enterprise account. I feel like I’m being hoodwinked by the staff. I never thought after suffering a car accident and having to put my vehicle in the shop, that I’d also have to battle and be stressed by Enterprise. I have developed an definite honesty and trust issue and now reaching out to the corporation and HQ

  Business Response

  Date: 12/06/2022

  Thank you for the opportunity to respond.  Management has reviewed the rental and attempted to reach to the customer to clarify.  Unfortunately they were not able to reach the customer, but they can confirm that the rental was for significantly less than the customer is stating, the invoice currently stating $126.54, so they believe that this has been rectified.  We encourage the customer to reach back to management if they have further concerns, and we apologize for any confusion. 

• Initial Complaint

  Date:11/02/2022

  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 from this business, and it was delivered to me with 1/4 of a tank. I was told to bring it back with the same amount of gas because they were busy and didn't have time to fill it. I was charged refueling of *****. I have been attempting to resolve this since July 2022 and continue to get the run around. They take my information and tell me they will have someone contact me and never follow through. When I ask when I should expect a call or email back, they hang up on me each time. I've asked each time if it is recorded, I have previously called and reported it and they won't answer me. This is place of business has done this to other individuals that I have spoken to. I would like this matter resolved.

  Enterprise Car Rental
  975 Airport Dr
  *********************, 93401

  Business Response

  Date: 11/03/2022

  Thank you for the opportunity to respond.  An Area Manager has refunded the money and left a voicemail to notify the customer. 

• Initial Complaint

  Date:11/01/2022

  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 rented a car via *****, on 10/7/22, at the **** ******** ***** ****** ******* ** ******.
  When I arrived, the rep asked me what type of vehicle I wanted. I said that ***** pays for $50/day, so I would like a compact vehicle. He offered me a small sedan, but after he checked it out, he said that it needed an oil change, so it couldn't be rented. He only had SUVs left, so he offered me a free upgrade to the 2019 Ford Edge. He said that I wouldn't have to pay out of pocket.
  I returned the car on 10/10/22 to the **** ***** ****** **** ********* ** ******. The rep said that I had to call the Richmond Terr location to close out. When I called them, I was told by the rep, ******, that my balance was $60.61. She asked for my permission to charge my credit card on file. I said that she didn't have my permission, and I will not pay that, because I was told by the rep on 10/7 that I would not be coming out of pocket. She put me on hold to speak to her manager. When she came back, she told me that I was all set, and we hung up.
  I then received two charges from Enterprise: $90.65 and $60.61. I called back, and spoke to a rep, ****. I said that I specifically told ****** that I didn't authorize her to charge my card for the $60.61; not only did she do it anyway, but she also charged me for $90.65, and I have no idea what that fee is for, since I was never informed about it.
  **** spoke to his manager. The $90.65 was a fee due to dropping off at a different location. The manager authorized him to refund me for it. I asked for the $60.61 to also be refunded. The manager said no, since rentals booked via car insurance companies are not eligible for free upgrades. I told him that the rep from 10/7 offered me the free upgrade; so if that was the company's policy, then he never should have offered it, so this is not my fault, and I shouldn't have to pay for the upgrade. But the manager still refused. We hung up.
  I called in a complaint to customer service on 10/11, and never heard back

  Business Response

  Date: 11/07/2022

  Thank you for the opportunity to respond.  Management called the customer and left a voicemail informing them that a refund will be processed for their out of pocket cost in an attempt to resolve the complaint.

  Customer Answer

  Date: 11/08/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: I never received any call/voicemail from Enterprise. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 11/11/2022

  Although the refund had already been processed, management has now had the chance to speak directly with the customer. 

• Initial Complaint

  Date:10/31/2022

  Type:Customer Service 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 called customer service at ************** on October 31, 2022, and spoke with **** in the escalations team. **** refused to allow me to communicate with a manager. **** failed to ensure my upgrade request was honored at the local airport location because I am a Platinum Loyalty Member. **** even told me I should email the CEO of Enterprise because she did not feel like assisting me today.
  
  Rental Agreement Number: ****** ******* * *******

  The Vehicle was picked up from:
  Mississauga Square One
  tel 905-896-7707
  206 Dundas Street East
  Missisauga, ON L5A 1W2 
  CANADA

  Business Response

  Date: 11/11/2022

  Thank you for the opportunity to respond.  Management has attempted to reach out and provide an apology for the confusion that was created and see what we can do to resolve this for the customer.  We encourage the customer to reach back to management if they would like to discuss this further, and they would be happy to assist. 

  Customer Answer

  Date: 11/12/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  On November 1st 2022 I took my rental vehicle to the Toronto airport for an exchange because there was a brake problem with my rental vehicle. There were no vehicles available for exchange. The manager on duty at YYZ airport told me I should take a taxi home because he had no cars available for me for the entire day and night. YYZ airport left me stranded with no vehicle.  At this time, I do not believe the local manager of the Mississauga location can resolve me concerns. At this time, I feel only a goodwill gesture from the head office can resolve this matter. Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:10/31/2022

  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.

  10/10/22 went to ******** location, insurance allowance $30/day. While we waited for the car to arrive, someone returned a ********** SUV. I asked how much was that **** if it's available. The agent looked up on her computer, told us it was $27 and change. My wife said, it's only two dollars and change different, I liked SUV, go ahead and take it. The agent did the change, we rent the **** SUV. Remind all of us, at no point during the whole rental process, the agent never said one word about the rate she gave us was an "ESTIMATE". From my previous rental experiences, no one will walk out with a rental car with an "estimate" daily rate.10/26/22 (RA#: 7STPF6), returned the car. We agreed to pay $5.15/gallon to fill up the gas tank. We went out to check the car, the agent had a tablet with her, she showed us we would have $29 and change back from our deposit. Let's go inside and got our receipt. My wife took a quick look, asked where did it show the $29 change refund on the receipt. While the agent looked at their computer, my wife also found the daily rate was $32.65 instead the $27 change that was told on 10/10. The two people was trying to go back and fro on the computer, but unable to find an answer on the wrong charges. Finally, one said, oh, that $27 change was only an estimate. You signed the agreement, and that's that. I asked the manager to call me to resolve this issue, she called (she's the one gave me the $27 change rate), but told me the same thing, it's only an estimate. I told her you never told me that was an estimate!! She, you signed the agreement, that's that.I called the corporate office, talked to someone twice, left a message, no one reply!This is a very dishonest practice on enterprise to deceive their customers on charges by giving us an "ESTIMATE" rate without telling us upfront. By the way, on top of the incorrect daily rate, they also overcharged us three extra days, instead 10/26, we were charged till 10/29.

  enterprise
  *************************************
  ***********, 28105

  Business Response

  Date: 11/03/2022

  Thank you for the opportunity to respond.  The customer was made aware on the day of pickup that the rate on the vehicle would be kept the same as the rate on the compact SUV, since it was the last vehicle on the lot.  This was quoted at $32.65 a day, and the customer paid the total of $209.80.  The customer did discuss with their spouse whether to take something in the $30 a day allotment, but chose to pick the SUV.  The location did attempt to explain this to the customer during a later phone call, and the customer stated that, "It was just a misunderstanding." 

• Initial Complaint

  Date:10/30/2022

  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 received a rental car back in April , ********* sent me to enterprise as they were partners and I would get a discounted rate . I was informed that I would be paying 49$ a day, I communicated this to the advisor . ******* he then called ********** ********* and got a PO# . He then informed me that yes all I would have to pay is 49$ a day. I had the rental car about a month and returned it in the beginning of may, I paid my bill of the 49$ a day and returned the rental car , all was fine. About 5 months later I have another 1000$+ rental charge from enterprise on my credit card , I disputed this with my credit card company and demanded that they provide me with paperwork showing me in my agreement where I had agreed to pay that amount , they could not provide that information and my rental receipt states a po# with ********** ********* to pay the remaining balance. Now they are going after me because ********** refused to pay the bill, but I would have never signed or agreed to a rental Car at 100$ + a day because I simply can’t afford it.

  Business Response

  Date: 11/03/2022

  Thank you for the opportunity to respond.  Management had refunded $942 and explained the misunderstanding between the customer, dealership, and Enterprise in an attempt to resolve this complaint. 

• Initial Complaint

  Date:10/29/2022

  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.

  My complaint is about the JFK airport branch of enterprise rent-a-car. On October 20th 2022 I travelled to New York to attend a wedding and rented a car from enterprise. When I picked up the vehicle it was not cleaned and had multiple scratches and damage to the car. When I notified the attendant about the damage he told me it was New York State law that anything smaller than the size of a “dollar bill” was not an issue when it comes to damage. I then took his word for it and took the car. I brought it back with no issues and dropped it off to the enterprise inspector. Nothing was mentioned about any damage and he even gave me half of my prepaid fuel money back because I didn’t drive the car enough to justify the fee. Again nothing was said about the damage and I even asked him if I was good to go and he said yes. Fast forward to yesterday and I received a letter from their damage report unit claiming that I need to fill out an incident report in regards to damage done to the car. It doesn’t tell me where the damage is and denied me the ability to have my insurance company look at the vehicle. I then called enterprise corporate to see what the issue was and they told me that there was no incident report showing up in the system. She gave me the number to the damage report unit’s office but I cannot get ahold of anyone via phone call. So now I do not know what to do and I do not believe I should be paying for something I did not do. I was never notified or told by anyone who works there that there was an issue and they even closed my rental agreement on the date that I returned it (October 22). I am seeking assistance with this issue and I would also like for enterprise to fix these practices so others do not have the same issues that I am having. My confirmation number is ********* This is the enterprise at building 69, federal circle, Jamaica New York. (John F. Kennedy airport branch)

  Business Response

  Date: 11/03/2022

  Thank you for the opportunity to respond.  Area management has left two voicemails and an email for the customer to inform them that this claim has been shut down.