Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

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Important information

Customer Complaint:
BBB has received consumer complaints against Enterprise Rent A Car St Louis which allege the breakdown of cars recently purchased, damage blamed on renters which is disputed by the renters, and poor customer service.

Complaints

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

Customer Complaints Summary

4,296 total complaints in the last 3 years.
1,652 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/06/2022
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 rented a car and was told they could only rent the car on a weekly basis even thought I only needed it for 4.5 days. They told me they would reimburse me if I returned the car early, which I did. I picked up the car Thursday September 29th at 6:16 pm and returned it October 4 at 10:00 am. When I asked for the reimbursement as I was told they informed me their policy is that 5 days is a weekly rental so they charge 5 days and give you 2 days free. Which if that was true shouldn't you be able to go to their website and rent the same car for 5 or 7 days for the same price? Shocker you can't 7 days is more. Either they lied to me on the phone or they are lying to me now because they don't want to refund any of my money. They were able to have the car back in the fleet and rent it again on my "free" days. Either way they are engaging in deceptive trade practices. All I want is for them to do what they said they would. Rental Agreement #*********
Business Response
Date: 11/01/2022
Thank you for the opportunity to respond. Management has left three voicemails for the customer, but they have not heard a response. A refund was processed, and this was explained by voicemail to the customer.
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,

*******************
Initial Complaint
Date:10/06/2022
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.
Claim# ********
I am frustrated and confused following an interaction with Enterprise regarding a damaged rental. I rented a vehicle from Enterprise on Dec 29 of 2021, confirmation number **********. During the rental, I was rear-ended. Specialist ************************************* from Enterprises Damage Recovery Unit handled the resulting Enterprise claim. Synopsis:- 2/11 I received a bill for $8,802.53 damages - $1302.53 waived = $7,500 due. I replied with insurance information for GEICO, the insurer accepting responsibility.- 7/29 after 5 months of no contact, I received a bill for $8,802.53 damages + $375 towing/storage - $1,302.5 waiver = $7,875.00 due.The email claimed I had been unreachable. This was false. I had promptly replied to the last communication. I replied with previous claim information for GEICO and USAA, my insurer. - 9/14 I received a bill for a $500 deductible. I replied requesting an itemized bill of repairs and claim payments.- 10/4 I received a bill for $1802.53 - $1,302.53 = $500 due. I paid the bill. My issues are:(1) communication was poor: sporadic, with unwarranted threats, minimal information, and seeming deafness to my replies and questions.(2) I still do not understand the amount due. It appears $7500 was paid by some insurance company (USAA, GEICO?) and then $500 was mysteriously added. My requests are: (1) I want the bill clarified. What did the damages total in the end? What did GIECO pay? What did USAA pay? Why did the amounts change? Was it actually necessary that I pay a deductible given that ***** accepted responsibility?(2) If my deductible was not necessary, I want it refunded.(3) I want the information I have supplied here be provided to ****************************** supervisor. (4) I want *********** supervisor contact me to let me know what action they will take to ensure that ********** will communicate more effectively and transparently in the future. I have attached transcripts of all emails and attachments.
Business Response
Date: 10/13/2022
Thank you for the opportunity to respond. Attached is a response from the management team in the area.
Customer Answer
Date: 10/13/2022
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 appreciate the comprehensive nature of the reply. It makes it clear how the various claims proceeded and the outcome, justifying the $500 deductible and convincing me that indeed it would not have been possible for Geico to fully cover the damages.
I have not yet heard from the Recovery Supervisor as stated in the response from ******************. I am often in areas with poor cell phone service, though I should receive any voicemail that is left at my number, ************, and emails to ******************** should reach me. I do hope that the supervisor will reach out to me so that we can discuss how the handling of this claim could have been better and avoided the initiation of a BBB complaint.

Sincerely,

*********************
Initial Complaint
Date:10/05/2022
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.
We rented a car from August 14 to August 19th, two people on the official registration. Returned the car at the ********************, as scheduled. Left the key in the box where they indicate when there is no attendant. Two days later I got a call stating that there was damage to the car. The car was intact when we returned it and have no way to dispute it because we're out of state. I have since gotten emails and calls to which I have responded, explaining that the car worked perfectly during the time we had it.I just received another email and letter with a bill for $312.52 for the alleged damage. There are 4 enclosed photos which show absolutely nothing to prove their point. I asked who is responsible for evaluating the alleged damage, and for giving an estimate, and it is the same company. The customer service personal have been so rude over the phone, when I do get through to a person and the whole deal seems like a scam. I would like this reviewed by an independent party and would like the bill canceled, in writing. Thanks.
Business Response
Date: 10/28/2022
Thank you for the opportunity to respond. **************** has left three voicemails but has not heard back. They did attempt to let the customer know that they will not be holding them accountable.
Customer Answer
Date: 10/30/2022
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 spoke to ***** on Thursday and he assured me that I would receive a refund for the claim. I have yet to see it but accept his assurance that he will process it and review their company protocol for this type of situation.

Sincerely,

*****************************
Initial Complaint
Date:10/05/2022
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 from Enterprise from August 18 and we returned the car September 17. We were required to place a $400 deposit on the vehicle. We were told by the staff at the St. Louis Airport location that our refund was fully refundable when we returned the vehicle. Each time we extended the lease we paid the amount the agent said was due. AT NO POINT did any agent inform us that we forfeit our deposit when we extend the rental, nor did they say a portion of our deposit would go towards extending the rental. Each time we renewed we paid between $300-600 dollars. The day we returned the vehicle after it was check by staff the guy said "you are good to go. Your deposit will be refunded within 2 business days." We then proceeded to go into the store and verified that we would receive our deposit back. A different young man said "yes ma'am, within two-three business days" I waited almost a week and contacted enterprise for them to tell us that our deposit was not refundable because we used it on the extensions of the rental. I told them several times we paid for the extensions each time so how is that possible. No one will give me an answer about why my deposit disappeared. No one can explain how one week rental was over $800 (first week) the next week was over $900(second week) (if they are truthful and this is where my deposit went) if we were renting the same amount of time. I was told a general manager would call me over 10 days ago and none have,
Business Response
Date: 11/07/2022
Thank you for the opportunity to respond. Here is the response from local management regarding the complaint:
"I have been in consistent contact with *** ****** and she has my contact information. Each time I have spoke with her, she has advised she needed to contact her bank in order to have them send me information regarding the hanging authorization on her credit card, but I have yet to receive any further information. I have an open line of communication with her moving forward and will correct any issue with her bank once further information is provided."
Initial Complaint
Date:10/05/2022
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 2020 Chrysler mini-van with Enterprise Chula Vista from March 2-4, purchasing the ***************** I was supposed to get a sedan that I was more comfortable driving, but when I got there at my appointed time thats all they had. I paid $309.16 and went to *************** with what the insurance I thought was supposed to cover me. My vehicle gets towed in *******. I report this immediately to the branch manager ******* who sold it to me, and he says I should be able to get it back and even sends me the title days later - evidence he believes I should have. I still have to contact them everyday and they have no sense of urgency to help/tell me what to do, while I spend 4 extra days in ****** going from police station, judge office, *********, tow lot, and US Consulate. Finally, the US Consulate and Mexico authorities say only an Enterprise representative who owns the vehicle can retrieve it, as a rentee I cannot. ******* tells me this later after days of telling me I should, complete incompetence and lack of protocol on their part.Mexico authorities also tell me the **************** I was sold has no actual legal weight in ****** in the first place. I couldnt even reach someone who spoke English on the call line and they werent able to cover for anything. I return home and they retrieve the vehicle themselves. I pay $767.49 for the extra days and ******* and the branch tells me verbally all payment is settled. Almost double what I expected. Months later I get an invoice that I owe another $2075.73 for the towing and storage of the vehicle. It was a working vehicle with zero damage (I have video proof at the tow lot) that an Enterprise representative had to retrieve and bring back from ******* to ***********, 12 miles. *** whatever reason, they made the business decision to tow a working damage-free vehicle, then store it at a third-party for numerous days, and now they expect me to pay for that. The business has yet to try to solve the problem
1059 Broadway
Chula VistaCO, 91911
***************
Business Response
Date: 10/13/2022
Thank you for the opportunity to respond. Management spoke with the customer, and they are going to waive $755 from the bill of $2075.73 in order to resolve the issue for customer service due to the miscommunication with the branch resulting in the customer having to spend an extra four days in ******. The customer was understanding about being responsible for the Tow and impound fees that he incurred while the vehicle was impounded in ****** due to the citation he got for a traffic violation. In total we will be pursuing for $1320.73, and they have let the customer and the damage recovery unit know about the resolution.
Customer Answer
Date: 10/24/2022
Hi there,

My complaint has been closed under Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.

The reason I have not responded to my complaint being resolved, is because their solution is in limbo. Enterprise has said they are taking off ~$700 off and, while I dont totally agree with this charge, have agreed to pay the remaining ~$1300 to have this off my shoulders.

Im ready to pay right now, I want to pay, and ever since agreeing to pay I have not had any responses from ****** (Enterprise representative) or way to pay this amount.

Please see below. Ive been calling and texting him how, when, and where I can pay - and there hasnt been any responses. So Im waiting. Its almost as if they said they are going to take $700 off to resolve this, and then decided to go no contact again while this matter is considered closed. Im literally calling them and reaching out to pay already and close this. The payment portal is still the original $2000 amount. Theyve again gone cold.
Initial Complaint
Date:10/05/2022
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.
The company I work for rented me a car from this location for a year and a half, ending in June of 2022. Enterprise was never able to get XM satellite radio connected or if they did for a day, it would disconnect and they could never get it reconnected, so I never had it through the entire year and a half. The company I work for however was charged monthly, and they paid because they didnt know it wasnt connected. That branch (Enterprise) even had me *********** for that reason but I still did not receive XM radio. I phoned, walked in in person, did everything I could asking why anyone could never get it connected. After returning the car, I PERSONALLY got a bill for satellite radio. I talked to *********************** 3-4 times since June of 2022 and he personally said he would take care of it. It has now been turned over to a collection agency. I also reached out through a national customer service email and through instagram trying to resolve this.
Rental# **CJ7J
Customer Answer
Date: 10/05/2022
The rental was under my name, *****************************

Billing went through ************ which managed the fleet of company cars provided by my employer at that time
Business Response
Date: 10/11/2022
Thank you for the opportunity to respond. Management has removed this charge and credited the customer's account. They left a voicemail for the customer as well as an email to notify them.
Customer Answer
Date: 10/11/2022
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.

*****************************************************
Initial Complaint
Date:10/05/2022
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.
On October 5 , 2023 after 2 days of waiting for a rental car vehicle approved by my insurance company, finally was told by the local agent of Enterprise- Orlando ******* *** that a vehicle was available. After a quick verification of the reservation details , I informed the agent that he was not acting correctly by telling me that Enterprise does not honor online reservations and they do not have a vehicle covered under my insurance policy rate , only more expensive ones. I told him that specially here in Orlando a very touristic City, clients book online their vehicles and show up at the rental car office only for a pick up. ***** ( name of the agent) got very aggressive with me due to me challenging his statement. Then he informed me that Enterprise has the right to refuse services to its clients even if a reservation is confirmed (my case). I told ***** that I would like to speak with a manager to clarify the situation , he agreed but not before calling me an “a hold” . When I informed the local manager about my issue with the agent she told me that he was correct about been able to refuse the services to a client, and did not said a word about the rudeness of the agent. Clearly this local branch of Enterprise tried to took advantage of my bad situation due to hurricane Ian and want it me to just pick a more expensive vehicle than the one covered by my insurance. I did ask for a full name of the agent ******* but surprisingly none of the Enterprise staff member knew his last name . Also asked for an Enterprise phone number where to call and complaint about this matter and no one knew the number neither .
Customer Answer
Date: 10/05/2022
1. Looking for an official clarification from the company management about online reservations not been honor by local branches. If this is a true company policy why customers are mislead by Enterprise on their marketing strategies by stating that online reservations are the best way to rent a car , specially after the COVID 19 pandemic.

2. Due to Enterprise employees discriminating my reservation just because it was for a compact vehicle and done by the insurance company ( obviously the insurance company pays them a lower rate) , I believe a call from a representative is necessary in order for them to be aware of how their local branch representatives are mistreating customers , probably they have no idea about this very unprofessional behavior not only by the agent but also by the local manager. As a US Army combat veteran this is the first time I witnessed a business manager not taking any action after a client complains about the lack of customer service and nasty language of their employees.
Business Response
Date: 10/19/2022
Thank you for the opportunity to respond. Management reached to the customer to discuss their frustration regarding the situation. An apology was offered and assurances that we would address our end.
Initial Complaint
Date:10/04/2022
Type:Delivery 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 got into a call last night and noticed it had a low tire pressure alert, so instead I chose another car from the aisle. However, I forgot to get my suitcase out of the trunk. I got to my hotel 45 min away and called the customer service line. They told me they tried calling the location directly several times and that no one answered the phone.When I got there 45 min later a little after 1am, FOUR employees were standing at the counter doing absolutely nothing. No idea why they couldn't be bothered to answer the phone. By the time I got back, the car my suitcase in was already taken by someone else.I was told to email/call ************************* at that location. I have left her two voicemails and have sent her two emails and did not receive a single response. I also called customer service again around 11am today and was told they submitted a request to the location and that I would get a call back shortly. It's now after 5pm and no one has called.Called back to customer service again and was told they escalated the ticket. However I was told no time frame could be given because it "depends on how busy the manager is". I literally have no clothes, I don't have basic toiletries such as a tooth brush, etc. I am at a loss for why it seems they are refusing to contact me back, or at the very minimum at least call to tell me they are looking into it. This needs to be resolved. I fly back home Thursday morning (it is now Tuesday night) and am worried I won't have my suitcase back.I understand this is originally my fault, however if they had bothered to answer the phone when customer service first tried calling them around 12:30am 10/4, it is very possible they would not have rented the car out by the time I got back to the facility. And the fact that no one is making an effort to help me is beyond infuriating. I need this resolved, and fast, because this is absolutely ridiculous. Attached are the emails I sent to *****. My reservation number is 1441853419AISLE.
Business Response
Date: 10/11/2022
Thank you for the opportunity to respond. The customer's belongings have been found, and they have been shipped to the customer. The customer was made aware.
Customer Answer
Date: 10/12/2022
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:10/04/2022
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.
My complaint is with Enterprise in Westerly Rhode Island. My rental agreement number is ******. This happened on the Friday before labor day weekend of 2022.

I rented a 2021 Chevy Blazer from them and I wanted something else. I used their text line to communicate to them. I asked what cars were available for me to switch out the Blazer with. They responded, I have a 2021 Dodge Truck, full size for you. I said ok. This was at 9:30am. I said that I would be there in a couple of hours. So when I was 5 minutes away I got a text telling me that the truck was no longer available because the girl handling texts (********) thought that she had been texting someone else all morning. We had exchanged several texted like ETA and so fourth so she had multiple chances to understand who she was talking to. I get there and the truck I was promised was out front. ******** said I couldn't have it because another customer needed it and I just wasn't important enough. She offered a Chevy Malibu to me and I said I needed to step outside for a 2 minute phone call to see if that was going to be ok with my girlfriend. I got the ok and when I went back in she had given the Malibu away to another customer that was behind me. So she had dangled 2 vehicles in front of me and taken them away at the last minute. Then she said she asked me if I still wanted to switch out into another vehicle. She took my keys to the Blazer and proceeded to then cancel my contract with Enterprise and give the Blazer away to another customer that was behind me. This left me stranded there in Westerly. I had paid 300$ on Tuesday for a week with the Blazer. She was refunding me only 400$ with the $300 deposit. That's $100 a day for that car. I should have gotten $600 back. Then she called the police and had me trespassed. She ruined my weekend and left me stranded in Westerly for no reason. I did not insult her swear or put her down. She was rude and unprofessional. I put in a complaint but nobody called me back
Customer Answer
Date: 10/10/2022
I recently filed a complaint against Enterprise Holdings and requested a refund of $200 that they owe me. I was contacted by a district manager and told him my side of things. He said that the woman I dealt with at Enterprise said that I called her a "****** *****" as I was leaving Enterprise and she had to call police. I denied I did that because I didn't do it. I used to work in customer service and I know what can and can't be said. I told him that she was lying and he didn't believe me. He's friends with ******** and doesn't think that she would terminate my contract and take the car I was in for no reason. He said he would call me back the next day. He didn't, and I called him the next day to tell him that I have proof that I didn't say that or anything rude or unprofessional to ******** and that she was lying. I told him that if she said that I called her that name as I was leaving. Then what was the reason for terminating my contract to begin with? He responded with "oh you must have done something". Only problem is that ******** never mentioned what I did to make her strand me in Westerly in the first place. She told him her story twice and inexplicably left that part out. She left it out because I didn't do anything to have her treat me like that. That's my whole point. I didn't do anything wrong. He said that he wasn't including that in his report he already turned into his bosses. So now that I filled a complaint with the BBB ******** and this district manager are gaslighting me. Even tho they can't tell me what I did to deserve such terrible treatment. Saying that I was the problem and not them. I also told him that on her initial report that ******** turned in the day it happened. She didn't include me calling her names or a reason for her terminating my contract. I had proof she was lying and he just responded with "you must have done something". That angered me even more and is why I'm filling a new complaint.
Business Response
Date: 10/12/2022
According to two employees
present at the rental branch on August 16th ****** ***** came
into the office to rent a standard sized SUV. Thomas was "screaming in
their faces" because they did not have the exact make/model of the SUV he
was looking for. **** then lowered the daily and weekly rate from $82.61 to $45
and $413.06 to $225 (almost 50% off) for customer service reasons because
he was so distraught.
On
September 2nd ****** ***** was inquiring about switching out of
a Chevy Blazer (a standard SUV which is was he booked for) into something else.
The employee also had another customer who they were also speaking with
regarding a switch out at the same time. They confused ****** with another
renter and told him they could switch him into a pick-up truck we had. As soon
as we realized we had told the wrong customer to come in for the truck--- which
we had saved for an insurance customer who was in a P/U truck recall who needed
another truck specifically--- we immediately called Thomas to apologies and
told him about our mistake. He then responded with "I am already 30
minutes away I am coming in for the truck and YOU are giving me the truck you
promised me." We again apologized extremely sincerely and explained our
mistake once more, but he still insisted, "I
am coming in for the truck now."
Once ****** came to
the office an hour later (not 30minutes) he demanded for the truck. We reminded
him of our conversation, and he immediately started to raise his voice. He
started with, "I told you I am coming in for that truck now give me MY
truck." We politely asked ****** to lower his raise and to not speak to us
in that manner. Things quickly began to escalate. He was still raising his
voice and began to walk all around the office demanding the truck. We then
asked him what was wrong with the vehicle he was in and what was his reasoning
for switching out. He did not have a reason to
switch, he just did not want the vehicle he had. We then
went and checked out the Blazer and
came back into the office and told him the vehicle reeked of marijuana and that
his vehicle was far from being rentable again, We would need to get it
professionally detailed. He denied smoking in the vehicle even though there was
marijuana in the cup holders.
The entire time we had been
trying to calm ****** down and deescalate the situation. We then even still
offered him to switch into a Malibu even though his vehicle that he had did not
have any issues. He said "no I want my
truck" this goes back and forth for nearly 5 minutes, and he walks out and
answers his phone. In the meantime, another customer comes into the office, and
we offer him the Malibu (our only rentable
option). This customer starts the rental process with ****** and is taking the Malibu.
****** then re-enters the branch and says, "**** it give
me the Malibu." We told him
we had offered the Malibu to the next customer because he had refused it
several times. He said, "how the **** do you
rent it when I said I wanted it." At this
point we are now just going back and forth as we tell him he never said he
wanted the Malibu he only wanted the truck. He stares at us for about
10-15 seconds making us extremely uncomfortable and
says, "wow you are a ***** huh, what's
your problem you enjoy playing games don't you." We
advised him at this point that we were not going to allow him to continue to
behave this way in the office and that we were going to choose to not do
business any further.
In the midst of this, another
customer who was in the office renting showed ****** a
message on his phone which read, "I am very uncomfortable by this man I
will be waiting next door in the coffee shop if you can get me once he
leaves."
****** refused to
leave and keeps saying, "what are you doing just give me my keys man" over and over again. I
did not say anything other than "you need to leave you are making me
extremely uncomfortable please or we are calling the police." We started
to call the police and he storms out the front door and says "******* idiot" towards us and kept screaming very loudly as he
went out through the parking lot.
Police arrived on the
scene and immediately knew who he was. A police report was filed and the
officer restrained ****** from the premise of the
branch. They called and notified ****** he was to not return. Police asked to
inspect his rental and found a burner phone in the vehicle.
On 10/10/2022 I contacted
the police department who responded and corroborated the employee’s story.
********* ** Police can be
contacted at ************
If there are any further
questions, please contact me at 860-903-1512
**** *******
Initial Complaint
Date:10/03/2022
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 was in a car accident and needed a vehicle, went to this address on file spoke with a person by the name of ******* and told him the amount of a car I was willing to spend. Looking at the sales price I knew it was within my budget. Wanted to use my insurance reimbursement for my car being totaled to purchase the car. Was told that I couldn't put that amount of money down and that refinancing it will make my credit good. The accident was August 30th I went to purchase this car on August 31st so I was still a little shooke up. Seeing the vehicle price that fit my budget the process went on. When I was physically able I looked at the contract and seeing that the price on the retail installment was not the price that was on the sticker on the car. The price was ********* I wrote it down on the paper that I had with me. A payoff amount from GEICO for my total car was *********. I wanted to put the whole amount down because I didn't want to have a car note. In the statement above where I said I was told that I needed to finance some of the price to make my credit good. Being traumatized from the truck running me over I didn't have the mental ability to reiterate what I wanted use as my payment without any monthly notes.When I got home and was able to look at the rental installment I see that the price of the car was different from the price that I wrote down off of the sticker breakdown on the car. I called the company to get some clarifications on the discrepancy of the numbers and that has led me to contacting you all the better Business bureau.Another thing these agreements don't have any signature on them they will not give me the original paper that was on the car to do the breakdown of what was included with the car and with me recovering from the truck accident and now having to have to take out a loan for over ***** more than what the sticker price was, not having signed documents in front of me and when I reach out to Enterprise they are very unprofessiona
Enterprise car sales -3075
2757 *********** 95742
************************
************
Business Response
Date: 10/18/2022
To whom it may concern:
********************* purchased a 2020 ********** Eclipse Cross from Enterprise Car Sales in ********************* on 8/31/2022. The dealership assisted ************** in selecting a vehicle and ************** chose the Eclipse Cross and to apply only a portion of her insurance settlement to the purchase. As is our process at Enterprise, the dealership reviewed the car sales paperwork in detail, which includes the price of the vehicle and amount financed, with ************** prior to execution. ************** and the dealership, as applicable, signed each document and copies of the executed documents were provided to her. Approximately 5 weeks later, ************** called the dealership concerned that the price of the vehicle had changed based upon a note she had written down on a scratch piece of paper. The Sales Consultant looked up her file to address her concerns and then directed her to the management team. It was explained to her that the price of the vehicle had not changed as the price online was the same as the price on the window sticker the day she purchased. We invited ************** in to the dealership to review the file with her, further explain the contract she signed on 8/31/2022, and to answer any additional concerns or questions she may have. ************** never came into the dealership to review the file. Upon receipt of this complaint, we left ************** a voicemail message and she hasnt called back yet. We will be more than happy to further explain these details to ************** when she calls back as well as to provide her with another set of copies of the paperwork. Please reach out if you have any other questions or concerns.

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Enterprise Rent-A-Car is NOT a BBB Accredited Business.