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 Company of Boston, LLC

  299 Milk St Fl 7 Boston, MA 02110

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  288 Washington St Boston, MA 02135-3503

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  26 New St Cambridge, MA 02138-1219

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  13 Faunce Corner Mall Rd North Dartmouth, MA 02747-4213

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:09/26/2022

  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 on May 11, 2022 from Enterprise Rent-A-Car in **********, **, and dropped it off the next day at the ******************** location before 5:00am to board a plane. The original charge on the contract for a one day rental and dropping it off at a different location was $153.81, but I was charged over $550. I found out later when I came back from my trip overseas that the return date was recorded to be a few days after I had returned the car. In order to resolve the issue, I have so far e-mailed Enterprise twice, called them, and went to the original Huntington location (******************************) twice. I have not yet received any e-mails, nor have received a phone call regarding the issue. When I went to the ********** location after coming back from my trip, I was told that the person at the ******************** location was notorious for recording wrong return dates, that my issue would be resolved wihin the next couple of days, and that they'd give me a call once it was resoslved. I did not hear from them for weeks. When I went back there again. I was promised the same thing: that they'd call the ******************** location that afternoon to take care of the issue and that I'd hear from them late that afternoon on the same day. This was at least more than a month ago, and I am still waiting to hear from them. I also called the ******************** location, but I just heard a pre-recorded message that there was nobody to pick up the phone. I have my plane tickets and pictures from my trip to prove that I indeed returned the car on May 12 to board the airplane. So far, I have heard nothing from them, and they simply took the extra $400+ to keep it. If I don't make a credit card payment of $400+ for over 4 months, I'd get a hefty penalty for non payment. Why is it ok for them to keep others' money? I am so angry at this point that I want them to return the money they took ASAP along with the interest it would have accrued had it been a credit card debt.

  **************
  CharlestonWV, 25311
  ************

  Business Response

  Date: 10/26/2022

  Thank you for the opportunity to respond.  Management reached to the customer and spoke with them.  A refund was provided in an attempt to resolve the situation. 

• Initial Complaint

  Date:09/26/2022

  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.

  7/19-Went to pick up a rental (got the rental due to another driver hitting my car, so their insurance company, Federated, reserved and paid for the rental). ****************** assisted&had a tablet where he told me what each section of the agreement was&pointed to where I needed to initial. He took my debit card&told me it was policy&I would get my $50 back after I returned the car. On 9/7, $318 was taken from my checking account. I learned it was for a "Damage Waiver". This waiver was never offered to/discussed w/ me. There was no paperwork advising what it covered/how to enact it. This was NOT part of the sections "*****" advised me about. I NEVER would have agreed to pay a single ***** towards that rental. My 18 year old was with me and agrees there was NO conversation about me paying anything other than the $50, which I had completely forgotten about. It wasn't returned to me either. I have called&left a message w/the branch, emailed ******************, emailed "Consumer Collections" twice. They responded&said they had fowarded my email to the branch&had never received a reply. I thought I had emailed *********************; but I'm not sure if the email went through. I realize I shouldn't have trusted the employee enough to let him simply tell me what I was initialing. But, this is a matter of unethical behavior on his part. I never agreed to pay anything towards that car other than the gas I used. It wouldn't make sense for me to agree to pay anything. There was NO discuss about ANY extra protection. I also noticed that he had emailed me an elec copy of the agreement&I thought "Awesome!" When I opened it, I kept scrolling through the different sections and saw $0 and then I got to a section that showed a charge broken down per days. This section was NEVER discussed with me. I scrolled down&saw my initals. He had reviewed the section above it, scrolled passed the waiver section&had me initial. I NEVER knew I was accepting a damage waiver. I NEVER would have opted in for that!

  *******************
  **********, 24401
  ************

  Business Response

  Date: 09/27/2022

  Thank you for the opportunity to respond.  This was an error in billing on our part. The customer was billed out through our collections team for a part of the invoice in which we were seeking payment from the insurance company. We failed to secure payment form the insurance company and therefore should not have perused the customer for this payment. Our Third party collections team was not made aware of this and collected payment. We are processing a full refund and reaching out to the customer to apologize and explain our mistake.

• Initial Complaint

  Date:09/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/16/ 22 rented a truck from this car rental I was charged $320 dollars I brought back the Truck two days early and was still charged the full price I Called into main reservation office to report the mistake and was told that the truck was not reported check in two days after dropped off the truck. The representative stated that I was to receive a one hundred dollar refund back to my credit card. Rental agreement ****** ref number ******. I also reserved another car Rental Agreement ****** ref number ****** that I picked up on the same day I retired the Truck I called in also to reserve the car and was charged $620.00 for total taxes and total cost. I was charged $817.00. dollars a different amount than was quoted .I also noticed that there was never a real car inspection of each rental car which I took pictures of each and see damage which was not reported on the agreement.for the second car rented. I would likeI gave the picture of the damage to the manager Mr ******* ******* know about the bad service and he stated that he would take care of the refunds and bad behavior.I would like to first point out the importance of checking in the truck I brought back two days after I returned it. Mr ******* never address this issue . I don’t know it this truck was used in any crimes or the personnel took it for a joy ride for two days. This reflects the lack of professionalism that should be presented for service . Second to be overcharged and not refunded for bad service and the overcharges. I this this location needs more oversight. I would have never made this report because I gave this location time to adjust and make the proper adjustments. This is a very small rural location and I had problems in the past it doesn’t matter if a person of color is in management there is an issue with race and how-a person is treated at the Ocala international airport car rental agencies. I had the same problem with Avis.I would request.a total of three hundred dollars refund.

  Business Response

  Date: 09/27/2022

  Thank you for the opportunity to respond.  We resolved customer’s concern with a $100.00 credit on the first rental and $197.98 on the second rental. Our Area Manager listened to his concerns and let him know he would address them with our employees at the rental branch. 

• Initial Complaint

  Date:09/26/2022

  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.

  This company failed to let us know when the car was due back at the end of our insurance claim. I have called multiple times to speak to someone and contribute to get told I will receive a call with in 72 hours. My card was charged 90 dollars. My husband and I have both been talked to disrespectfully on numerous occasions.

  *****************************************************br>**************, 23185-5796
  **********

  Business Response

  Date: 11/09/2022

  Thank you for the opportunity to respond.  Here is the response from the Branch Manager at the ********* location:

  "Good Afternoon ****************, 
  
  I am reaching out to you in regard to your most recent rental with Enterprise rent-A-car out of the ********* location. The last day for your rental was set after hours an 8/12/2022 for that same day; we had no way of informing you of this until 8/15/2022, which is when we reached out to you. 
  
  As far as customer service is concerned, we waived our cleaning fee for the pet hair which was found in the vehicle upon return. 
  
  As a courtesy, we will also be waiving the 3 days or rental charges which ******************** declined to pay for. 
  
  I hope you are completely satisfied with this resolution. 
  
  Best,
  
  *********************"

• Initial Complaint

  Date:09/25/2022

  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.

  Enterprise Rent-A-Car is trying to collect $1,834 for damage to a car that I rented from them in July 2022. However the date that the damage was reported was April 28, 2022. I returned the car April 26, 2022 so it appears that they are trying to bill me for damage caused to the car by someone else.Enterprise has been non-responsive to all of my communication, and not made any attempt to reply to the evidence that I sent them.Enterprise has not provided any evidence that I caused the damage, or replied to my evidence that the car was not in my possession when the damage occurred.

  Rented from: ******, **

  Business Response

  Date: 02/15/2023

  Thank you for the opportunity to respond. The damage claim the customer is referencing was closed back on 12/13/22. DRU closed the claim and left a message with the customer to call them back. Customer did not return call at that time.   
  
  Management called the customer again this afternoon and left another message on the number provided below to make customer aware that claim was closed 12/13 and that he is not responsible.

  Customer Answer

  Date: 02/15/2023

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

• Initial Complaint

  Date:09/23/2022

  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.

  On 9/22/22 I returned an unsafe vehicle early to the Enterprise car rental at the Kona (KOA) airport. I explained to the parking lot attendant that whenever I braked over 45 mph or at any speed going down hill, the steering wheel shook violently and the entire car shook. I mentioned that I had made note of every runaway truck ramp due to how unsafe the car felt. He responded “I didn’t rent you this car.” I explained that while I understand that, Enterprise did. He had the audacity to tell me to calm down. At that point, I felt there was no point in engaging with someone so dismissive and defensive so I left to take the shuttle to the airport and heard the attendant screaming in the parking lot. This is an unsafe vehicle on the road that I’m concerned they’re renting out to other unsuspecting travelers and I have no idea what their safety protocols are for the rest of their fleet.

  Business Response

  Date: 10/27/2022

  Thank you for the opportunity to respond.  Management left messages for the customer on 9/26, 9/30, and 10/3.  An email was also sent on 9/30.  They have not heard back from the customer, but we encourage them to reach to the member of management if they would still like to discuss the situation. 

• Initial Complaint

  Date:09/23/2022

  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.

  RENTED A CAR ON THE MOBILE APP FROM ENTERPRISE AS I HAVE DONE FOR SEVERAL YEARS.
  RECIEVED CONFIRMATION OF RENTAL FROM THE APP. UPON SUBMISSION OF THE CONFIRMATION A NOTE POPPED UP TO CALL A REPRESENTATIVE.
  CONTACTED THE ESCALATIONS NUMBER, AS DIRECTED AND WAS TOLD SOMEONE AT THE GRETNA LOCATION "PUT YOU ON THE NO RENT LIST.". BUT IT CAN BE CLEARED UP AND SOMEONE WILL CONTACT YOU. I STATED I WANTED TO USE MY 2,004 POINTS TO RENT A CAR.
  THE REPRESENTATIVE STATED THAT OK-I WILL ADD THAT TO THE NOTE.
  I NEVER RECIEVED A CALL FROM ANYONE! I WENT ON MY MOBILE APP TO SEE IF THE NOTE ON THE ACCOUNT WAS GONE AND ALL OF MY POINTS WERE ERASED!
  i CONTACTED CORPORATE AND WAS TOLD "YOU HAVE NO RIGHT TO YOUR POINTS BECAUSE YOU ARE ON THE NO RENT LIST.'
  IN 24 HOURS I HAD A CONFIRMATION OF A RENTAL ON THE APP.
  CALLED A NUMBER ON A NOTE ON THE ACCOUNT AND TOLD I AM ON THE NO RENT LIST BUT IT CAN BE RESOLVED VERY QUICLKY AND YOU CAN RENT THE CAR WITH YOUR POINTS.
  NOBODY CALLED AND MY POINTS REMOVED FROM MY ACCOUNT WITHOUT REASON OR NOTICE!
  ENTERPRISE HAS TAKEN MY MONEY FOR YEARS, I EARNED MY POINTS AND HAD ACCESS TO MY POINTS UNTIL I ASKED TO USE MY POINTS!! THERE HAS BEEN NO NOTICE OF WHY I AM BLACK LISTED.
  I NEED ANSWERS IMMEDIATELY ON MY EARNED POINTS AND WHY THEY WERE REVOKED WITHOUT WARNING!

  Customer Answer

  Date: 09/23/2022

  This is the location I have always rented from and this is also the location that allegedly “black listed” me from renting. The manager informed my daughter that her mother is on the no rent list TODAY AT THIS LOCATION. The corporate office stated this location marked my account as “no rent” account in December 2021!!  No notice to me or anyone that anything happened! I was a platinum member on the app with thousands of points until TODAY!

  This location:

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

  Business Response

  Date: 01/19/2023

  Thank you for the opportunity to respond.  The customer was listed due to a conversion on a prior rental and, due to this, will not be removed.  This decision was made and reviewed by upper Management. 

• Initial Complaint

  Date:09/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a rental car from Enterprise through my insurance agency while my car was being repaired. Upon collection I conducted a walk-around with the employee and we noticed several marks and scratches all around the car. The employee me that all the damage was noted in the system and to not worry about the markings.
  I used the car for 6days. Upon returning the car Enterprise stated that they seen a scratch on the car. I informed the employee that I have spoken to the other employee and that all the damage was noted in the system and not to worry about it. She stated that this damage was different and that I would be liable. I disagreed with her and pointed out that I never received any documentation highlighting all the different areas of scratches. Making the point that they dont have a system in place to track the damage anyway.
  I was told that a claim was going to be filed against my insurance company and that I was responsible for the charges.
  
  The location of this Enterprise facility was *** ******** ******** **** ******** *** ***** ***** ****** *** *** **** *** ****** ******* ******.
  The car was utilized from 09/14/2022- 09/21/2022

  Business Response

  Date: 09/27/2022

  Thank you for the opportunity to respond.  At the time of the walk around, the customer did indicate that there were scratches on the vehicle.  These were not the same as the stated damage, and management explained that those scratches were not of a significant enough size to be within our damage parameters.  Management checked video to ensure that the customer did not indicate damage in the stated area.  They did not.  Coverages were offered to the customer at the time of rental and were declined.  Because of this, the customer is financially responsible. 

• Initial Complaint

  Date:09/22/2022

  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.

  this company has run my credit card with out authorization as i tried to contact them to resolve the matter and let them know they had no authorization to do so. they we very roud as having power trip threating to charge my card because they have not received payment for a rental witch i have not knowledge of, I advised them the the claims department has already pad them and they acknowledge they did received payment yet they still charge me thy have nothing sign by me authorizing any payment and are very non cooperative and extremely roud and acting condescending , as well as his manager said threatening that he does not care what they got that he will be running my credit card for the amounts of ***** and for the amount of ****** witch now are on my credit card statement, they received the payment of ******* yet they still took my money, they guys really need to get fired I will be filing a police report as again I never authorized any transaction and I want this action to go to the fullest extent of the law, there a horrible company to do business with and they term and condition are never informed to the client. they do what ever they want with no authorization

  Customer Answer

  Date: 09/22/2022

  here is the information requested: 

  Enterprise Rent-A-Car Address: 23071 ****************************************************************************** this is the address and  they also went on and re-change me ****** more on sept 3rd 

   

   

  Business Response

  Date: 10/27/2022

  Thank you for the opportunity to respond.  Management spoke with the customer to get all charges transferred to the insurance company. They refunded the amount charged to the customer.  

  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:09/21/2022

  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 made a reservation for a car rental on 9/2. I went to pick up the car at the designated location the next morning on 9/3. When I got there I was told I was on the DNR list for an outstanding balance. I explained I filed for chapter 7 bankruptcy and I made sure to list all my creditors. Enterprise was one of them. It’s not legal for a creditor to try to collect a debt after it has been discharged in bankruptcy by a judge. The rep gave me a few numbers to call but no one was available on a Saturday morning. At this point I already had booked my travel plans including hotel. It was cheaper to just pay and deal with it later. I paid and they gave me the car. Once I got back I have tried calling almost every other day trying to speak to someone about getting a refund. $250 were charged illegally and I would like that money back. I am also STILL on the DNR list.
  1. Some one needs to call me back
  2. My money for a debt that has been discharged needs to be returned.
  3. If I don’t hear back from anyone I will speak with my lawyer regarding next steps and/or other options I have in this matter.

  Customer Answer

  Date: 09/22/2022

  Hi

  The recent location was Springfield VA but I believe I have an issue with the risk department  

  Business Response

  Date: 11/08/2022

  Thank you for the opportunity to respond.  The customer's account was updated with the payment, and they were removed from DNR.  In regards to the payment itself, the dates provided on the paperwork sent by the customer were considered when deciding whether these payments should be taken.