Complaints

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

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  Enterprise Rent-A-Car

  600 Corporate Park Dr Saint Louis, MO 63105-4204

• 

  Enterprise Rent-A-Car

  745 E Main St Stamford, CT 06902-3868

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  102 Belvidere St Boston, MA 02199

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  288 Washington St Boston, MA 02135-3503

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  179 Chief Justice Cushing Hwy Cohasset, MA 02025-1203

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:10/03/2022

  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.

  hello, my name is ****** **** ******** I am filing this complaint because i rented a rental car from enterprise and someone hit the car while it was parked in my driveway. I had a 500-dollar deductible in which i explain to ****** ******** who was handling the account at the time. for enterprise rent a car that i could start paying payments of 100 starting oct 1 2022. when I start making arrangements to pay now enterprise won't allow me to make payments. ENTERPRISE also stated that they would place this amount on my credit report. I don't want this on my credit report, and I want to start renting cars again. I was promised one thing in writing and now enterprise is going back on their word

  Business Response

  Date: 10/18/2022

  October 7, 2022
  
  Better Business Bureau
  Complaint ************** ********
  **** **** * ********
  
  To whom it may concern,
  
  Please accept this correspondence as our response to the complaint filed by **** ******** with your office. We have reviewed the concerns raised by Mr. ********. Mr. ******** rented a 2020 Chevy Malibu from Enterprise Leasing Company of Orlando, LLC dba ********** ********** ** *** ** ******* ***** ******* ** ******
  
  At the time of rental, a vehicle inspection was completed in the presence of Mr. ******** and it was determined to be rented without the damage. This was confirmed by the renter initialing the rental contract on an electronic tablet acknowledging the vehicle condition. The vehicle was returned with damage. Per the rental contract executed by Mr. ********, he is responsible for all undocumented vehicle damage which occurs during his rental
  
  Upon return, the 2020 Chevy Malibu was inspected by an Enterprise employee and new damage to the right fender and right front door was discovered. The damage documented in this claim was not previously documented at the time of Mr. ********’s rental and therefore, a change in vehicle condition report was initiated.
  
  A claim was established with Mr. ********’s insurance carrier, ***** Insurance. ***** issued payment to Enterprise’s Damage Recovery Unit for damages less Mr. ********’s $500 collision deductible. Mr. ******** communicated in his complaint that he was not provided sufficient opportunity to pay the deductible balance he owes for this claim in payment installments and was concerned his credit score would be impacted.
  
  In response to Mr. ********’s complaint, the Recovery Manager for the Damage Recovery Unit contacted Mr. ******** to discuss his concerns. Enterprise has agreed to establish a payment arrangement of $100 a month for five months to satisfy the $500 balance. Mr. ********’s file has been removed from collection company handling and no credit reporting agencies have been notified of this balance. Mr. ******** accepts this resolution and is aware he will remain active in Enterprise’s renter warning system until this balance is paid.
  
  We respectfully believe that a thorough investigation into this matter was performed.  We believe the amount sought by Enterprise from Mr. ******** is reasonable, appropriate and in accordance with his obligations under the terms of the rental agreement.
  
  Thank you for your consideration in this matter.  Please contact the undersigned should you have any additional questions.
  
  
  
  Sincerely,
  
  ****** ******
  **** *******
  ********** ******* ******* ** ******** ***
  
  
  

  Customer Answer

  Date: 11/07/2022

  HELLO, MY NAME IS **** ******** AND FOR OVER A MONTH I HAVE BEEN TRYING TO REACH SOMEONE IN ENTERPRIZE CAR RENTAL TO FIND OUT WHERE TO SEND MY 100 DOLLAR DEDUCTABLE. i AM TRYING TO GET IN TOUCH WITH ****** ****** IN RISK MANAGEMENT WITH OUT ANY SUCCESS.CAN SOMEONE PLEASE TELL ME WHERE TO SEND MY MONEY EACH MONTH.

  Business Response

  Date: 12/16/2022

  A member of management confirms that they have responded to the customer, and information has been provided on what he needs to do to pay. 

• Initial Complaint

  Date:10/03/2022

  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.

  On 8/25/22 I reserved a larger passenger vehicle ****** Suburban or Similar). Confirmation number **********. This was to be reserved for 9/10/22. Pickup time was 10am. I called the ******** location the week prior and the male employee who answered told me he confirmed the reservation and that I would get a ***** Suburban or **** Expedition XL. On 9/10/22 I went to the ******** location at 9:30am to pickup my reserved vehicle. At that time the 2 employees working after both checking the internal system told me my reservation was cancelled. I didn't received a notification or an attempt to fix the situation. I had an important trip scheduled with passengers for this day and Enterprise completely failed me by cancelling my reservation without giving me any notice. I confirmed my phone number with them and they had it correct yet never called me. I've asked for a call back now twice from a manager both locally and through Enterprise Corporate and have yet to hear anything since 9/10/22.

  Business Response

  Date: 10/05/2022

  To Whom It May ************************************************************************ an Area Manager for Enterprise Rent-A-Car, contacted ************** on October 4th to address the concerns he raised. ****************** apologized about the lack of communication regarding vehicle availability.  In the spirit of customer service, ****************** offered to provide a discount for a future rental for **************.

  We look forward to doing business with ************** and we hope to exceed his expectations with our customer service.

  If there are any questions or concerns regarding this matter, ****************** can be contacted directly at ************** or via email at ******************************* 

   

  Thank you.

• 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.

  After an accident, Progressive paid for my rental for a week before I had to pay out of pocket. However, my agent told me they had an agreement with Enterprise that I would get a discount. After reviewing my credit card statement, I saw that Enterprise actually charged me the full amount. They also charged me for gas even though I had filled up right before I dropped off the car. My insurance agent has called several times, I have contacted corporate, and I have gone to the store. We keep getting the runaround.Now Enterprise is saying that I cant be reimbursed because the rental agreement has ended. They entered into the agreement with Progressive, and they should have known the correct amount to charge me. They DO know, they just refuse to own up to their mistake. They owe me money.My insurance agents response to the attached email:There was a rental reservation. They just added a new reservation when you came into the office. This is the rental reservation number. RESERVATION NUMBER: YF0X0L (4259)************** ENTERPRISE RENT-A-CAR. They are aware of the mistake.

  Business Response

  Date: 10/12/2022

  Thank you for the opportunity to respond.  A refund has been processed for the customer in an attempt to resolve this complaint.

• Initial Complaint

  Date:10/02/2022

  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 deposit of $50 was never returned to me for a rental on 9/17/2022. RO# ******** *************. I buy many vehicles from ********************************* and have never had a bad experience until the day I have met with a brand new employee of yours that obviously is a little over zealous. My rental was due to one of my vehicles being serviced and service was completed early and rental returned same day 4 hours later. I literally drove from the dealership to my house and back to dealership. Total mileage **** miles, I also put in $20 dollars worth of gas which equates to **** gallons of gas for that "30" mile trip. Upon return that same day I dropped the keys at the desk and your Agent tracked me down in the dealership as I was with my longtime salesman and proceeded to claim I put a scratch on the door! I NEVER DID! When inspecting the vehicle that morning before leaving the dealership the vehicle was freshly washed and had water droplets all over it. I did not see this small minute scratch on the bottom of I think was the drivers door and was accused of causing it. Needless to say if this is why my deposit was not returned from me I WILL NEVER GIVE NOR SEND BUSINESS TO ENTERPRISE RENTAL AGAIN! I made it well known at the dealership of my displeasure with this new employee and his accusations to both my Salesman and my Service Advisors. I take good care of ALL of my vehicles, never had an accident and am completely insulted by YOUR representative. If this is what to expect from Enterprise I will never be back and that is a promise. I would like for my deposit back, an explanation of why it was kept, an apology for the accusation of causing a "scratch" by a 1st day on the job employee and would like said employee reprimanded.

  Business Response

  Date: 10/12/2022

  Thank you for the opportunity to respond.  Management has reviewed this situation. The vehicle in question is a ********** Loaner rental and not an Enterprise rental.  They can only see the customer in that **** Loaner from 8/6-8/10, and any deposit was refunded on 8/10/22.  Additionally, no damage was documented on the return of this vehicle. As far as the location can tell, the actual stated unit number provided was never rented to the customer. 

  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 do have an issue with your findings though but I will dispute that with **********. I still have the contract.

   

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

• Initial Complaint

  Date:10/01/2022

  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.

  My car was totaled I was given a rental car by the insurance.
  I have been working with the insurance as well as the car rental to let them know about the payment details.on Wednesday the 28th I called the enterprise car rental in Owatonna Minnesota and explain to them I will have details from the insurance company on Monday the 3rd the person I spoke with originally was not there her name was *****.
  The person I spoke with said no problem he said he would put it off until Tuesday so I had a chance to deal with the insurance company.
  On Friday the 30th $110 was taken from my account I did not authorize this they never told me they were taking money I would’ve told them to come get the car.
  Working with the insurance company has been difficult I thought at first the car rental place was nice they were dealing with the insurance I was even going to purchase a car from them
  I had just gotten approved for a $17,000 loan.
  The fact that I had just spoken with their representative and he told me everything would be fine and then have them take money out of my account without notice is totally unprofessional this caused my account to be overdrawn I want my money back and my overdraft fees I have already reported this to my bank and got it started but I also want this noted to the Better Business Bureau to help with my resolution.
  
  I will never again use their services I am shocked by the unprofessional behavior.
  
  
  I feel they should’ve communicated with me and told me what they were doing instead of doing it behind my back.
  
  I spoke with ***** when I saw the money had gone out of my account she did not care and would not help me.
  She should have called me and explain to me what was going on I stayed in regular contact with her.

  Business Response

  Date: 10/04/2022

  Thank you for the opportunity to respond.  Ms. ********* had been in rental since 8/5/22.  The customer dropped the vehicle overnight on 10/3/22.  The last day from ******** ****** was set for 9/15/22.  Ms. ********* has The General Insurance and stated that her insurance would be paying for the additional days (since 9/15). Our Branch Manager reached out to The General, and they said that there was no claim in the system for this customer and that they would not be paying for any days of this rental. Our Branch Manager then confirmed with ******** ****** that they were not going to extend the rental and we then let Ms. ********* know (9/14) there was a balance due needing to be updated if the customer wanted to stay in the rental. We then spoke to Ms. ********* on 9/27 and 9/28 indicating there was a balance due that needed to be paid in order to stay in the vehicle.  We charged Ms. *********’s credit card on 9/30 for $92.47.  There still remains a balance due from Ms. ********* of $371.45. 

  Customer Answer

  Date: 10/05/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  What they are saying is not true they do not even have the claim number from the General I told them I would get it for them you can not just call the general with out a claim number. 
  

  Anyone could just call in if that was the case.

  As far as ******** ****** I just accepted the offer today so everything she is saying is wrong. 
  I did not even get the chance to check with the insurance because she charged me. 
  

   

  I was in regular contact with ***** she could have told me she was going to charge my card she never told me.

  That is what I’m upset about they never even gave me a chance to check with the insurance they just charged me did not tell me and they talk to me all the time. 
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:09/30/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Enterprise. After my rental, I received a letter stating I caused damage to the vehicle with a bill enclosed for $1308.03. Per conversations with the damage recovery representative, I was eventually provided with pictures and an itemization from the body repair shop. However, I still have not received other documentation I have requested as I did not cause the damage and I am requesting proof. The company keeps telling me they are sending me to collections unless I pay or submit to my insurance company. I am not willing to pay out of pocket for the damage I did not cause and it is less than my insurance deductible, so it doesn't make sense to file a claim. I feel I have the right to receive documentation I have requested as the consumer in order to process their claim myself. The materials I have requested are:1.The walk around/inspection documentation prior to my rental period with the redaction of the previous renters private information.2.EDR information for my rental period in addition to the pre and post 5 days of my rental period.3.Vehicle utilization log for the vehicle that was provided to me at the time of rental to include Enterprise employees that used the vehicle with names redacted for privacy 4.Explanation and/or itemization of the fee on page 4of6 of the billing statement titled other additional cost in the amount of $70.00 Rental date 5/1 , Return Date 5/4, Letter dated 5/6 which includes total amount of damage repaired. I futher want evidence that the repairs were fully made within 2 days in order to charge me for a full body shop repair bill as that likely could be a quote and the repairs cost less.

  Enterprise Rental Car
  801770 PO Box
  ********************
  ************

  Business Response

  Date: 10/17/2022

  Re:  ***************************

  Your Case No. 18150676

  Alamo Rent A Car Claim Number:  18376903

         

  To Whom It May ********

   

  We are in receipt of a complaint submitted by **************** where she disputes responsibility for the above noted claim. This office handles damage claims for Enterprise Rent A Car. We appreciate having an opportunity to investigate the matter.

   

  **************** rented a 2018 ****** Rogue on May 1, 2022, from PENRAC, LLC d/b/a Enterprise Rent A Car located at the ******** Airport. **************** returned the rental vehicle to the same location on May 4, 2022. When the vehicle was returned, damage to the passenger quarter panel was noted; a claim was created.

   

  On May 10, 2022, our office received email from **************** disputing the claim. The vehicle history was checked, and no previous damage was found. On June 16, 2022, **************** asked for walkaround documentation from her rental and the rental prior. On July 1, 2022, our office provided a copy of ****************** signed rental agreement which indicated no damage, but advised due to privacy laws, copies of previous rental agreements could not be sent. On July 11, 2022, **************** asked for rental records for this vehicle and EDR content from her rental period. Our office again advised this documentation is not available but did offer to waive the fees on the claim ($563.23).

   

  At the time the renter took possession of the 2018 ****** Rogue, **************** accepted the terms and conditions of the rental agreement which indicated she was accepting the 2018 ****** Rogue in good physical and mechanical condition and would return the vehicle in same condition as received, ordinary wear and tear excepted. The vehicle was returned with damage. Per the rental contract executed by ****************, she is responsible for all undocumented vehicle damage which occurs during her rental period. At this time, our office will continue to pursue **************** for damage to the rental vehicle through a third-party collection agency.

   

  Should you require any additional information, please do not hesitate to contact our office.   

   

  Sincerely,

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

  Risk Specialist

  Customer Answer

  Date: 10/17/2022

  Complaint: 18150676
  
  I am rejecting this response because:

  
  

  The documents that are being withheld can be redacted to remove private & confidential information, which I completely understand and have mentioned to the claims agent multiple times.  *********** refuses to provide the evidence that I actually damaged the vehicle.  Furthermore, the agent at the airport did not instruct me to complete an inspection.  With a long standing relationship (prior to COVID) with Enterprise, the rental agent has always conducted a walk-around inspection with me.  I assumed with only one person working the desk and being post-COVID that procedures have changed as no instruction was provided.  It is in my gut feeling that Enterprise did not follow its own internal procedures, damage took place either before or after my rental and I am being charged for the damage because of my simple assumption to trust the company.  Enterprise is using a contract clause that was signed online and in fine print to charge me for something that cannot be proven happened in my possession.  In the response to BBB, Enterprise claims I "accepted the terms and conditions of the rental agreement" which indicated I was "accepting the 2018 ****** Rogue in good physical and mechanical condition" and of course "would return the vehicle in the same condition as received".  There is no documentation that shows my signature to any of this statement -- other than my online signature when I initiated a car rental.  

  
  Furthermore, Enterprise has not responded to my questions regarding the body shop invoice.  The car was returned on 5/4 at 2:05PM Eastern and the billing statement from the body shop shows it was created on 5/6.  I expect the documentation provided is a quote and not an actual invoice.  In addition, there is a charge for $70 that is simply quoted as "additional cost" and should be documented clearly.

  
  

  I understand that Enterprise is used to dealing with insurance companies that simply process these requests as such a minor expense and this type of material and documentation may not always be requested for such a low amount; however, I am processing this claim and will require the documentation and my request is simply to protect myself as a consumer as I am not comfortable with writing a check for something that cannot be proven to be within my fault or control.

  
  I appreciate the continued conversation and maintain my position to resolve this matter amicably; however, Enterprise is not willing to work with me in providing clear information, documentation or evidence this is rightfully my cost to bear.

  
  

  Thank you,

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

  
  
  
  

  Business Response

  Date: 11/07/2022

  November 1, 2022

  Re: ***************************

  Your Case No. ********

  Alamo Rent A Car Claim Number: ********

  To Whom it May ********

  Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by ****************. **************** rented a 2018 ****** Rogue bearing ************ registration LTE6689 from PENRAC, LLC, dba Enterprise Rent-A-Car at the ******** Airport.

  At the time the renter took possession of the 2018 ****** Rogue, an inspection was completed in the presence of **************** and the vehicle was determined to be rented without damage. The vehicle was returned with damage. Per the rental contract executed by ****************, she is responsible for all vehicle damage which occurs during her rental period.

  After reviewing the concerns presented by ****************, and notwithstanding the foregoing contractual obligations, we have decided to close our file as a matter of customer service. At **********************, we strive to satisfy all our customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.

  Sincerely,

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

  Analyst

  Customer Answer

  Date: 11/11/2022

  Complaint: 18150676
  
  I am rejecting this response because the agent stated false information as the inspection was not completed in my presence or at all, which is why this became an issue that I reported. 

  However, Enterprise's agent, ************************* has contacted me and confirmed that they will no longer pursue this matter requesting payment.  He stated I can disregard the collections letter sent to me and that he would close this case with no money due from me.  He could not put in writing that this case was closed due to the fact I did not cause the damage, but it is a matter of customer service for them to close this case.  I have attached an email from Dino.  With this, I am comfortable to close the dispute as Enterprise has removed all responsibility from me regarding payments due.  Thank you.

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

• Initial Complaint

  Date:09/29/2022

  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.

  I had a car repair with ******* ********* in Laguna Niguel, CA through my insurance ****** on July. Since I had a problem with the repair, I took my car back to ******** ********* on 9/23/2022 and they provided me with a car rental while my car was being repaired. The rental was made by Caliber Collision through Enterprise Rental Car in Laguna Niguel. When I went to pick up the car rental on 9/23/202, I was asked to give a credit card for a hold of $100.00 that would be released as soon the rental was returned, and the rental charges were going to be sent to Caliber Collision. Another charge in the amount of $100.00 was posted to my credit card on 9/27/2022. The rental was returned on 9/27/2022. I contacted ****** *** **** and asked if the pending charge posted on 9/27/2022 was a duplicate and was advised that was a second transaction and I should contact Enterprise in Laguna Niguel to have the two transactions reversed. I spoke to the manager ****, who sent me a screenshot of one reversal, and assured me that a second transaction was not made, but the reversal only took care of the pending transaction from 9/27/2022. Today I contacted ****** *** ***** and was advised that the transaction dated 9/23/2022 is still pending, so I contacted Enterprise in Laguna Niguel and spoke to **** again. I tried to explain to him that two transactions in the amount of $100.00 each were posted to my credit card, one on 9/23/2022 and a second one on 9/27/2022, but only one reversal was made. He didn't understand that there is still one transaction pending and a second reversal needs to be made and told me that he had a customer in front of him, but again, did not offer any resolution.

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

  Business Response

  Date: 10/04/2022

  Thank you for the opportunity to respond.  We have reached out to the customer who is saying that she didn’t receive the $100 deposit. We are working with her and our accounting team to see what happened, because we show it has been released on our end. Customer is happy with the communication and the issue being escalated.

• Initial Complaint

  Date:09/29/2022

  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.

  I *************************** rented a car from this location stated.I was appalled by the behavior of a regional manager,about a tax bill,i still don't understand the charges,further more this rental was accomplished by Hartford auto insurance company by aclaim,i have after a deer hit my car on September 1 2022.On September 2 I rented the car and was told I had to pay 5.00 dollars a day to keep the rental i obliged,on this day i payed ***** from my debit card to oblige this request,on September 13th ************************************************* the amount of ***** without notification ,of at least,required by law for automatic payments, in advance notice would have helped no phone calls were given to me at any point,icontacted my bank and received a new debit card,I found this act fraudulent. On September 27 2022,I received a phone call from a regional manager stating I owe enterprise a tax bill in the amount of61.36,the regional manager name,i could barely make out his name,i believe *******.He was very vehement about this situation.I agreed going to the car repair shop to address this tax bill,contacted hartford insurance company about the pervious tax bill,again his behavior was appalling!!my claim specialist said she file an escalation, but never did about the debit card transaction without proper notification, yesterday on September 28th I was called by this regional manager from enterprise again,he was very derogatory towards me .I did react as well!!I told him I would return the car on this day with the tax bill,in the amount of 106.56.All was done on this day!!,as stated in this complaint. I feel no else should go thru this experience for enterprise or hartford ever again!!please i need your help in order of a refund for this harassment.

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

  Business Response

  Date: 10/04/2022

  Thank you for the opportunity to respond.  The Area Manager has reached out to the customer and resolved the situation to the customer's satisfaction. 

• Initial Complaint

  Date:09/29/2022

  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 went to enterprise on my own behalf to rent a car so I could get to work daily since I do not have a car of my own at the moment. When I arrived at the Raritain location I met a young woman who was very rude and short with me. I explained to her I didn't have time to go back and forth I had to get to work. She asked who I worked for and I told her LiveNation. She told me they have accounts with them and I told her this was my personal rental not anything attached to LiveNation, that was that. She finally got the vehicle which I gave my own money and information for. This rental was never through my job nor through any company card or contract. Now today 9/29/2022 I received a phone call from my boss saying they are blocked from renting through enterprise because I tried to rent a car through them unauthorized when that was never the case. I never gave them a company card or signed anything saying it was for LiveNation. I called the location and spoke with a man who is saying I owe money they tried to call (the wrong number) several times and basically taking it upon himself to act as a collection agency to my job when it was never through them. His words were " You owe ME money!". I am beyond upset because now my job thinks I am stealing from them and I may lose my only income because a rude employee made an assumption, took matters into thier own hands which in turn has domino effected to this.

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

  Business Response

  Date: 10/05/2022

  Thank you for the opportunity to respond.  Management spoke with the customer and explained the situation about her employer, Live Nation. The customer is aware that she has no affiliation with them for this rental, and her employer is aware. When the customer originally came to rent the car, she attempted to use a "Live Nation" account for a discount. We explained that if she was not renting for work purposes she would not be able to utilize the account. That is originally how we obtained her employer for the employer field in our underwriting process. I also let the customer know that we did not reach out to Live Nation regarding her balance but her employer actually called us to book a reservation. The agent at the Raritan location let "Live Nation" know we couldn't book the reservation for Ms. ******** because of a balance owed.
  Overall, the customer is aware she has a balance with us and cannot rent again until it's paid. She said she will set up a payment plan when she is financially capable. There will be no monetary credit for the customer for her outstanding balance as management does not see any negligence on our end.

• Initial Complaint

  Date:09/29/2022

  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.

  We rented a vehicle in ********* and had numerous issues from vehicle condition to promises never kept to service from representatives in that location and lack of follow up. We filed several complaints with corporate, each time told that it was being escalated and we would hear back. The reference number is ********. It has been several weeks and nobody has contacted us. Every time we try to follow up they give us a bogus number that they say is attached and we correct it and are assured it is in there right and they will contact us but it never happens. This needs to be dealt with!

  Customer Answer

  Date: 09/29/2022

  The issue is with enterprise corporate not the individual location.

  Customer Answer

  Date: 10/05/2022

  I don't understand. The address in question is the corporate address. I've shared this twice now.

  Customer Answer

  Date: 11/10/2022

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

  Business Response

  Date: 11/29/2022

  Thank your for the opportunity to respond.  Management has worked to correct the issue with the customer, and the customer is happy with the resolution.