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

  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:10/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pick a rental car for Enterprise Charlotte location( my car was in the body shop) the car started to present safety issues refusing to accelerate being slow etc, I made it to my work parking lot and called enterprise road assistance and tell them that I just filled the gas tank on that day and I was expected that the new car has the same gas or my money back. They come and took the car and told me that a small SUV ( what was stated by the insurance was available for me) Big lie they gave me a minivan arguing that they don't have more cars. I took it spending more than 30 dollars per day on gas. when I don't need a minivan. not happy with that when my car was ready I called enterprise again and ask them for my gas money. they refused to give it back and told me that the policy is you return the car half of the tank. Enterprise you took a car with a full tank for my hand, and you don't give me a full tank on the new rental that's being a thief, you gave me a minivan that spend more gas which I don't ask for it, and wasn't the insurance requirement for you you refuse to pay for the gas that I put on the car. what kind of company are you?

  Customer Answer

  Date: 10/20/2022

   this is the address of Enterprise 4226 South Blvd Ste A, Charlotte, NC 28209

  Business Response

  Date: 11/07/2022

  Thank you for the opportunity to respond.  We have made contact with customer and will reimburse them for $30.00 in gas.  They were happy with our resolution. 

• Initial Complaint

  Date:10/19/2022

  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.

  We rented a vehicle for about a week and returned it with zero problems. Staff at the location was great but the company itself has been crap.
  
  A month after we rented a car we received a ticket in the mail stating they are forcing us to pay $90 dollar ticket from New York when we live and work in Maryland using our credit card number THEY SAVED ON FILE. We have never been to New York especially not in a rental we had for a week, the best part is the ticket was issued 8:15am in New York yet we returned the rental to this location at 12:47 pm. This location falsely documented the return time of the vehicle to 5pm to more than likely force the insurance company to pay more while renting it out to another person. INSURANCE FRAUD maybie.....
  
  Once received the notification we continuely contacted customer support, citation enforcement , and live chat. Each time being transfered or being told need to call another number or need to email not call. Finally after the money was forcefully removed from our account without permission FROM THEM SAVING OUR ACCOUNT INFO getting angry talked to a customer support who said he can help and he sees exactly what the issue was. He said it should be rectified and a refund would be issued in 2 to 3 business days.
  
  A week later and still no refund..... call again and lady spoke to said there is nothing no documentation or notes about a refund or us speeking to the man prior and a refund from enterprise takes 7 to 14 days to happen..
  
  WTF!!!!!! After being on hold for 30 minutes she without stating anything transfered me to escalations where I was told a member of management was being EMAILED about the issue and will call us back.... sooooo angry now.
  
  Do I really need to get a lawyer involved for this? Enterprise you have failed.... ******** *** **** *****************************************************************************
  Week ago posted the same message to thier official page and the community manager gave me the email

  Location involved:

  11809 Ocean Gateway Ocean City MD 21842

  Business Response

  Date: 10/21/2022

  Thank you for the opportunity to respond.  Our Citations team has review the account. The Administrative Fee was refunded on 10/14/22 by the Customer Service team, and the customer's online appeal was processed by the Citations team on 10/18/22.  The refund for this was approved and processed on the 19th.  We apologize for any delay in the process. 

• Initial Complaint

  Date:10/19/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm reaching out on what I believe are misleading practices by National Car Rental. I recently rented a call from National where I believed I was waiving the insurance coverage that National Car Rental offers to those that rent the car when the option was entitled as "Waiver" on the check out page. After I rented the car, I was charged $150 for what National Car Rental entitled as "CDW" or as I learned after repeated confusing reply emails from National as "National Collision Damage Waiver". In the attached rental agreement that I signed up for, they never actually call it a waiver but used a confusing three letter word of "CDW" that wasn't defined in the rate sheet sent to me. I'm believe it is confusing to charge someone for a waiver which from a practical experience is normally seen as a consumer waiving additional coverage which should result in a lower customer fee and not higher which National is claiming here. I also find it confusing when they use abbreviations for such a confusing term. I have asked the business to explain this National Collision Damage Waiver to me and have reviewed their website for an explanation. All I can find is this confusing statement below that is unclear to the average person and those with a law degree. "This coverage exempts against own damage to the vehicle above the value of the deductible in the event of a collision. If you purchase CDW-TP, the rental company agrees, subject to the actions listed in the rental agreement that invalidates CDW, to contractually waive its liability for the cost of damage, loss, or theft of the vehicle." I have repeated asked National to refund me my money as I didn't want this confusing waiver. They have refused. I'm filing this claim so others are aware of this confusing/misleading action by National and so that National makes a change to their practices in misleading others.

   

  Enterprise *************** Of ******* LLC
  5442 ******************
  *********, 32812-2501
  **********

  Business Response

  Date: 11/07/2022

  Thank you for the opportunity to respond.  The disputed amount was refunded to the customer in an attempt to resolve this complaint.

  Customer Answer

  Date: 11/07/2022

  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:10/19/2022

  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.

  Today 10/17/2022, i called Enterprise Rent-A-Car and confirmed rental of a car. i was sent the confirmation and everything. But the young lady at the business told me that no cars were available. This isn't sufficient business. they have false advertisement going on and i feel that she was coerced by another gang member. please see confirmation below. this happened approx between 1145am-1211pm. Please respond.

   

  Enterprise Rent A Car
  *********************************************************-4348
  **********

  Business Response

  Date: 11/14/2022

  Thank you for the opportunity to respond.  As of 11/8, the local management team left a voicemail on 10/19. They also called twice on 11/8, only receiving a busy signal, and they sent an email.  They encourage the customer to reach to them if they would like to discuss the matter further. 

• Initial Complaint

  Date:10/18/2022

  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.

  The culture of Enterprise revolves around personal honesty and integrity. This isn’t true. None of the interactions that I have had with enterprise have been pleasant. It started off with me securing a rental for an accident my husband had been involved in. From the first conversation the man described the supreme service over budget. As I step into the car, the car is filthy on the inside. However I need a car to drive so I do not complain. I simply go home and and use my material to clean the car. I was told my insurance only covered 30 days. Understood. After 30 days my car isn’t ready so I reach out to the body shop in regards to my concerns and I am told they would request for an extension. I called enterprise let them know this information no response. I had to drive up to the facility to hear the agent say I have worked here for 2 years and that has never happened. I proceed to call my isnehnwce and explain the circumstances including the fact that they were 7 days late to get the vehicle and notified that they would extend the rental for 7 more days and pay. 7 days later my car is not ready still and I discuss with the body shop my concerns. Body shop states don’t worry about it and that they will cover it if worst comes to worse. I call the enterprise location still no answer and I have to go into the store to tell the agent the same. October 3 I receive a response that my car is ready and I can come pick it up. But before I do that, I call enterprise to ask what was the total outstanding balance and who was covering what. They said there is an outstanding balance of $800. Right then I let the body shop know that they are trying to charge. The body shop says don’t worry about it we will take care of it and I let the agent on the phone know what the body shop said. Two days later I receive a bill for $380 with no receipt nothing. I call enterprise the agent says oh it was a mistake on our part we will refund in 7-10 days. 7-10 days later here I am. Conv.

  Location involved:
  

  859 Bass Pro Ln
  Cary NC

  Customer Answer

  Date: 10/19/2022

  859 Bass Pro Ln

  Cary NC

  Business Response

  Date: 11/07/2022

  Thank you for the opportunity to respond.  We spoke with the Branch and Area Manager. After reviewing the file, the customer owes the additional amount after the insurance stopped paying. The customer did not respond to our inquires to discuss the matter.
  Although we found no contractual errors, in the name of customer service and doing the right thing we refunded this customer $380.

• Initial Complaint

  Date:10/18/2022

  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 a car from the Enterprise rent-a-car company on 12th April 2022 because of repairing my car over the counter in TOYATA *************. My insurance company,Intact Insurance, asked me to drive my car to ****** ************* ** 12th April 2022. The staff took my car and gave me a rental car 653GX6. I got a call from ********************** on 13th April 2022. The staff told me that my car had been repaired. I could pick it up at **************************************************. So I went to pick up my car and returned the rental car at the same location. The staff checked the rental car and received the key of the car. She told me that everything is all right so I left the Assured ************* branch. A staff of the Enterprise or Assured(I am not sure) called me on 14th April 2022. He asked me that " Did you hear a lot of noise from the car when you drive?" . "I don't know. I couldn't find any problem when I drive. Everything was normal when I drive. " I said. He did not mention anything about the damage of the car. I received a letter from the Enterprise was printed on 4th June 2022. It said that the car 653GX6 was damaged. But it did not say what was the damage.I received a claim letter from the Enterprise was printed on 1st July 2022. It claims me $869.31.It said that the rear bumper was damaged. I received another letter from the Enterprise was printed on 28th July 2022. It claims me $*******. It said that the Oxygen sensor was damaged. My credit card was charged $869.31 by the Enterprise on 29th September 2022. And I send email to the Enterprise but they did not give me a reply.Intact insurance called me on 18th Oct 2022 about Enterprise Claim me ******* about the damage.I think this was a trap. When I returned the rental car to Assured. The staff checked the car and they did not find any damage. How can they demand compensation from me after I returned the car two months? I drove the car only two days. How can I break the Oxygen sensor?

  Business Response

  Date: 10/19/2022

  Thank you for the opportunity to respond. Management contacted the customer and came to a resolution on this damage claim from April 2022. We have made the decision to refund the charges to the customer as a customer service driven solution.
  The customer is satisfied with the resolution, and they also consider this matter closed.

  Customer Answer

  Date: 10/27/2022

  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:10/18/2022

  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.

  A timeline of what occurred is below:7/24: Booked online reservation for rental start time July 25 1230PM until Aug 8th @ 12PM- reservation 1891928122 7/25: Paid when arriving using my debit master card ending in 7499 I also did not sign a rental agreement and nothing was sent to me via email either.8/4: State Farm called Enterprise under claim 11-36Z5-05k and took over the payments and also backdated from where I paid originally paid in July.8/4: When I talked to ***************************, she stated she would reverse the charges and since it was a reversal it would take longer than just a refund. So I waited and saw nothing. ****** did state that you guys would hold 300$ from my initial payment of $1015- so I thought I would see a reversal of around 700$ in my account- but instead I saw my card ran again for $300 and no reversal of the 1015$ -(which made my banking account run negative)8/16: I called and talked to ****** again since I had not seen the money in my account appear- she sent the screenshot of the reversal from her screen however I never had my card run for $******* as per her screen shot- just the 1015.07$. So I am not sure where that came from...When looking at the reversal Entry it shows manually entered under authorization ID ****** could she have type in or selected the wrong card?I am just really concerned as I thought after the close of the ticket with my insurance company and my name I would see the funds in my account however unfortunately that is not the case. So now I have in total paid enterprise ******* + 300 + ***** to close out the ticket and return the car. I understand the hold of 300$ and *****$ to close the ticket- but I am missing the remaining money due to your employees mistake. I am a single mother to 3 young children and I dont own any credit cards- so this came directly out of my bank. It has put me in a really bad situation please do whatever you can to rectify.

   

  Enterprise Rent A Car
  ********************br>McDonoughGA, 30253
  **************

  Business Response

  Date: 11/07/2022

  Thank you for the opportunity to respond.  This issue is related to an authorization ran on a debit card, we reversed $1015.47 and the customer had yet to see that back in her account.  We worked with her, and the hold has has been released. 

• Initial Complaint

  Date:10/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got put into the do not rent list due to lack of communication and an irate store manager. My balance/rental had lapsed and I was unaware that my credit card used did not have sufficient funds. I believe the manager was irate due to being unable to get ahold of me, but it was on the cusp of a weekend and I do not have my work phone with me afterhours. On Monday, he called and demanded that I return the car immediately, due to my schedule, I was unable to return the car right then and there. I asked to settle over the phone, he refused and did not explain their policies to me, so we verbally agreed upon my settling the payment when I was off work at 5 pm. Upon arrival, I was already on the do not rent list, the staff were asking me to return the car. I asked to speak with a corporate person, and no one would assist me with this.This is where I was wrong, I kept the car and continued driving as I had a field event. I had been renting at this location for the past 3 years, and had a relationship with the previous manager, where they would let me roll over my car informally. I've called weekly/monthly since this has happened and tried to resolve this issue, with promise of a callback within one week, to no avail.

  Business Response

  Date: 10/19/2022

  Dear Better Business Bureau:
  
  Our Risk Manager of the Easy Bay Region spoke with this customer this morning. He went through the timeline of events, and detailed call back notes with the customer, and she confirmed that all those things were correct. She also stated that the phone she left on file with us was not a phone she had access to the weekend she rented her car. Everything Enterprise Rent-A-Car of *************,LLC, was within bounds of the contract that the renter signed prior to renting this car.
  
  The renter and our risk manager have come to agreement that she will remain on our Do Not Rent List up until May 2023.
  
  We hope that you find our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.
  
  Sincerely,
  ********************** of *************, LLC.

• Initial Complaint

  Date:10/17/2022

  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 choose to use Enterprise Rent A Car in ********* ** when my car was in an accident. In doing so I actually had State Farm assist me with the rental and State Farm approved a car for me to rent from Enterprise on June 6th, 2022 and ended on July 7th, 2022. I got a $0.00 bill for the transaction since State Farm covered the rent a car for me. Later on down the road 3 months to 4 months I get a bill in the mail and a collection notice telling me that I owe Enterprise Rent A Car $694.26 and that if I didn't pay it they were turning me into collections. I called and called and spoke with reps from the Enterprise location to talk to a manger and they said that they would relay the message for me to her, and she would call me she never did so I was stuck with a bill for $694.26. I tried calling corporate and they were no help. I tried to email the manager her name is *******************. She is non communicative, rude, and mean. Here we are in Sept and I finally got a hold of her and she stated that State Farm did not authorize the dollar amount and that I owed the difference. State Farm attempted to call Enterprise and never received a call back. State Farm alloted me $45.00 a day for a car and Enterprise had the contract at $25.00 a day. State Farm attempted to call and tell them that the rate allowed was $45.00 a day and that *************************** was not responsible for that bill. Current today I find that Enterprise Rent A Car unlawfully charged my credit card in the amount of $694.26 This whole time I was also being reported to collections and my credit was getting tarnished. I want **** to take responsibility for her actions and reverse the transaction on card that she charged. State Farm is willing to discuss this with you guys her name is ***** at ************ I want Enterprise Rent A Car to be held accountable for this on there business.

   

  Enterprise Rent A Car
  410 **********
  FALLBROOKCA, 92028

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to respond.  Management reached to the customer after being emailed regarding the billing issues two weeks ago.  After speaking with the customer, management reached out to communicate with State Farm as well.  On 10/12, management had a three-way call with the customer and State Farm to attempt to resolve the situation.  On the call, State Farm confirmed that a check has been mailed to the customer in the amount of $694.26. The customer confirmed that they were aware and that they had confirmation of the check being sent. 

  Customer Answer

  Date: 10/20/2022

  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. Please close this case.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/17/2022

  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.

  My name is *******************************, and I recently received a citation via email from Enterprise for a violation that occurred well over a year ago. At first, I thought it was spam or a scam since I havent rented a car this entire year, and the absurd requested amount of $985 is laughable. However, I kept receiving emails saying I owed this amount, so I contacted Enterprise, and they confirmed but could not produce the actual citation from DC DMV. When contacting the DC DMV, it was noted it was a real citation (speed camera), and also compound fees if citations are not paid or rebuttal in a timely manner. Also, DC DMV told me that they had two failed attempts to mail the citation to Enterprise in October and November of last year. It wasnt until the end of August this year that Enterprise sent me a notification. Other than that, I have never known this citation existed nor had the opportunity to pay or even dispute claims. Otherwise, I would have handled matters sooner. In my last call with Enterprise, due to the mishandling of the ticket, it fell into my lap to pay the compounded fees on the initial citation. Now I feel helpless and as if I had actually gotten scammed by Enterprise due to the fact that I have to pay late fees for a citation passed on to me by Enterprise on the eleventh hour after the house of cards have fallen. I find this to be bad practice and, of most, a predatory business strategy. I wish to pay what I owe on the initial citation of $400, not the late fees Enterprise amassed due to internal mishaps. Customer Letter ******** Rental Agreement Number *********

  2500 **********************************************************************************

  Business Response

  Date: 10/28/2022

  Thank you for the opportunity to respond. After researching the ticket, we found that we did not receive and process the ticket before penalties were added.  We waived the penalties for the customer. The customer was also sent communication regarding the resolution. 

  Customer Answer

  Date: 11/01/2022

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