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

  703 W Edison Rd Mishawaka, IN 46545-2780

• 

  Enterprise Rent-A-Car

  745 E Main St Stamford, CT 06902-3868

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  299 Milk St Fl 7 Boston, MA 02110

• 

  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:09/21/2022

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/01/22 my car was hit while parked. While the car was at the repair shop, my insurance company Allstate provided us with a rental through Enterprise. Because of this arrangement, I thought that I could get accurate information from Enterprise but unfortunately that’s not what happened. I was tricked into getting a separate insurance coverage with them paying $11.99/day. The agent who helped me stated that Allstate wouldn’t cover the cost if the car were to be damaged which we found out later from Allstate was a total lie. Unfortunately we had already been charged for 44 days by the time we confirmed it with Allstate. I am filing this complaint to report Enterprise dubious business practices.

  Business Response

  Date: 09/27/2022

  Thank you for the opportunity to respond.  Management called and spoke with customer. This conversation was had at check in. Customer initially declined coverage and then requested to have it put on. During the rental, the customer recognized the cost was adding up and requested to have it removed while working the callback. The customer returned to another location, not happy about total cost as the team went over billing. The customer advised to look into an extension, for the days the insurance did not cover. We let the customer know that we will assist with a couple of days of rental as repairs took longer than expected.

  Customer Answer

  Date: 09/27/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: that’s not what happened. I picked up the rental on 07/05 and was advised to take coverage in case of damages. I asked if Allstate wouldn’t pay for any damages and they said no. I found out later on from Allstate that was a total lie and that’s when I called them to remove the coverage and also the charges as I was tricked into getting it. The representative then said Allstate would have to call to have the charges waived. The administrator who was working on the claim then said he would call them. Now I went to pick up my car at the repair shop and there was an Enterprise 2 blocks away from it so I decided to drop the rental there. The Enterprise employee went over the charges and said Allstate has not paid from 08/24 to 09/15 and he advised me to contact Allstate and he would suspend billing in the meantime. No free extension was given because my car was still at the shop; that’s a lie. I have been charged from 07/05 until the rental drop off date 09/15. Allstate paid from 07/05 to 08/24 and I am to pay from 08/24 to 09/15. They forced an additional coverage on us that was not needed and instead of making right, they are saying things that never happened. It is because of these dubious business practices that I feel like future customers should be made aware. 
  
  
  
  
  
  
  
  **********
  
  **** ***** ******

• Initial Complaint

  Date:09/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Enterprise on *** * *** * **********CA on September 07,2022. On September 9th I was driving my son to school and the car completely turned off in the middle of an intersection. I was able to get the car to start again and I immediately drove it back. I traded the car for a ***** and extended my time having the car. On September 17th I was leaving for work and the car didn’t start due to the key fob dying. They are closed on Sunday so I called on Monday September 19th to let them know . The manager came to get the car and was able to start it. He told me he would only charge me up until the 17th but I don’t feel that I should have to pay at all. I missed out on going to work twice and my son and I were put in danger with the car stopping abruptly.

  Business Response

  Date: 09/22/2022

  Thank you for the opportunity to respond.  Management was able to speak to the customer and come to an agreement on overall rental cost. 

• Initial Complaint

  Date:09/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to report that I have had a terrible experience since I have been in this rental. When I received the rental, the oil change light reminder kept coming on and brakes were squeaky. I called and they advised to ignore it because it has to go to BMV to reset and that's fine. Then I got to traveling and the key fob was not recognizing the car. I turned the car off and got stuck at someone's home for several hours( had them blocked in) as I was advised the key was bad and the car needed to be towed. BMW SOS also attempted to assist me for 1 hours, excellent customer service but could not resolve the issue. Enterprise customer service treated me like trash, no care in world.( Please listen as it kept saying calls are recorded). I advised them I had an event to attend that night and the next day. They did offer me an uber that would drive me to the location that was like 2 hours away or They advised me someone would come to me to change it out. First of all, the location I was at doesn't offer Uber or Lyft so i am not sure how this was even possible and they didn't explain. Hours passed and someone I know works for a similar company helped me get it started and I moved to my location where I was staying verses being in a stranger yard. I called back in to change address and they advised me that I would need to call back tomorrow as everything was closed and I advised them then who was i waiting for originally. They advised me the original persona gave me the wrong information. I asked to speak with a manager and was given the run around, rude employees that didn't care etc. One rep finally stated and agreed to get me a scheduled callback with a manager. A manager NEVER called me back, no business day, not no day. key continued to give me problems for the days I was there. I called the Greenville Ms. location replacement car- No help-Multiple wait times, no follow up from management as promised, missed 2 scheduled events. See attached full complaint attached

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

  Business Response

  Date: 10/04/2022

  Thank you for the opportunity to respond.  Management reached to the customer to see what we could do to resolve the situation.  We agreed to take care of two days of rental, and the customer was appreciative of the offer. 

• Initial Complaint

  Date:09/20/2022

  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.

  while getting my car repaired i was sent a rental car from enterprise who wanted to keep a 50 hold on my account after returning the vehicle they charged me an extra 100 dollar saying the vehicle smelled like smoke which is impossible because i don't smoke have never smoked they are scam artist the employee west from the ********* location in ************ states he would transfer me to dispute team but in all reality he hung up the phone on me terrible customer service

  Business Response

  Date: 09/21/2022

  Thank you for the opportunity to respond.  Management spoke to the customer and resolved the situation directly with them. 

• Initial Complaint

  Date:09/19/2022

  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.

  our family had a collision on 09/16/022 and we got coverage on rental through Insurance. on 09/17/2022, We went to enterprise to get a car and they said they had on Audi Q3 and i told them i was looking for something compact which enabled me to use the insurance allotted amount wisely as it would take around a month to repair our car. they assured me that they will change it and asked me to call the next day. since it was urgent for me, i took Audi in hope i would change it the next day. when i checked again on sunday, they said they had no car in lots. Hence i checked online and reserved a compact (toyota corolla). Went the next day and said i had resrvation, they asked for my credit card and drivers license and they were ready to take me to get the car. i told them i wanted to change the car i currently have with this one. they asked who is paying and i said it would be through my insurance. as soon as i said that, the representative went to another representative or their manager and she said they dont have any compact car available in the lot. were they kidding me? coz i had the reservation, i saw the car in the lot and they say they don't have it. I believe they are trying to keep me on high rental car to exploit and expend all the money insurance is covering. how does it matter that insurance is covering some money, i have to use it for 30 days. is this how they should treat their customers. this is the violation of code of conduct and money exploitation. This happened to me at the enterprise rental situated at Gilbert San tan motoplex in Gilbert.

  1312 E MOTORPLEX LOOP
  GILBERT, AZ 85297-0404

  Business Response

  Date: 10/25/2022

  Thank you for the opportunity to respond.  Voicemails were left to speak with the customer near the start of the rental. The difference in the first few days were refunded in an attempt to resolve the complaint. 

• Initial Complaint

  Date:09/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Enterprise Rent A Car will not respond to me and fix and error on their side. They state I still owe a balance of $500 from an accident back in 2018. I have the letter from the Damage Department that shows my claim is paid in full and closed. I also have my bank statement that shows the amount was paid in May 2019 for the $500 deductible. This was an insurance issue and took time to process. I have attempted to clear this multiple times and we still come back to the same situation any time I need to rent a vehicle.
  
  I have called and emailed on Friday and today with no response.

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

  Business Response

  Date: 10/26/2022

  Thank you for the opportunity to respond.  Management spoke with the customer to ensure her the error on our end was corrected and would not occur again.  Management has provided her with contact information should they need to discuss any additional needs or concerns.  

• Initial Complaint

  Date:09/18/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Apr. 30, I had a switch out of my rental vehicle (RA#: 5L3S83), when my rental car then (Audi Q5) had some mechanic issues. That same night after 3 hours of waiting in the parking lot, their roadside assistant team rep asked me to leave the car unattended because they couldn't find a towing truck nearby, and send me via Uber to their nearest location (SMF) for a replacement car. The next day, I was contacted by Enterprise (****** at SMF) to mail back the key fobs to SMF overnight and Enterprise will get my shipping expensed. Then I paid $76.92 out-of-pocket that day and mailed back the key fobs via *** Overnight. Since then, I have been contacting Enterprise every 2 or 3 weeks, every time they keep telling me the same thing that someone from their rental location will contact me, but I never receive a call from them for over 4 months.Please help get my shipping fee ($76.92) reimbursed as you promised, it had been quite long, and I would appreciate it can be resolved soon. Thanks. Regards,Xiaowei

  Business Response

  Date: 09/21/2022

  Thank you for the opportunity to respond.  Management reached out and apologized for the experience that the customer had.  They refunded beyond the requested amount to reflect that fact.  The customer stated that they were satisfied with the resolution.

  Customer Answer

  Date: 09/24/2022

  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:09/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a car through Enterprise online. The car was a sedan. I then went to the pickup location where they told me they only had SUV cars and that I have to pay extra to upgrade. I called enterprise again then they booked me in a second location. I called this location before going and they also said they have to cars. The third time I called they said they confirmed with the location that they had Sedan cars. I called the location they said it’s all lies. I feel they made the reservation so I would go to the location and be forced to pay more money for an upgrade so they make more money. They wouldn’t give me a free upgrade after all this trouble.

  Business Response

  Date: 10/05/2022

  Thank you for the opportunity to respond.  Management has reached to the customer and provided financial compensation to resolve the complaint. 

• Initial Complaint

  Date:09/16/2022

  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 8/1/2022 my husband rented a car from enterprise rental car in **********. On 8/22/2022 the rental was turned in perfect condition. On Friday 9/9/2022 a reservation was put in for us to rent another vehicle. **** the manager of this vallejo location text me personally stating that he would rent to me a vehicle Tuesday at 10:30am. We get there on 9/13/2022 to rent a vehicle and come to find out **** maliciously had wait until 5 days to tell us we are on a in-house no rent list due to him seeing someone 1 month prior smoking in the car. I asked **** what is the policy on smoking. **** explained it is to charge a cleaning fee. **** began to flex his white superiority and **** us speaking to a supervisor and also putting in writing what the policy was. **** is being racist toward minoritys. I did research and found out he is going against Enterprise policy and making up his own rules and putting people of color on the do not rent list. I asked **** was the car damaged, he said no, and then he said was he didn't inspect the vehicle. I have a copy of my rental history and there is no smoking fee attached. **** placed us on the no rent list on a assumption that he seen someone smoking. **** was rude, and bias and made my daughter miss 1 week of school because of his made up rules. Which is leading me to file a lawsuit on enterprise for discrimination. I also have video of our conversation on what is policy for smoking.

  1601 ********************* Dr ************** 94589
  **********

  Business Response

  Date: 11/09/2022

  Thank you for the opportunity to respond.  The Area Manager overseeing Vallejo called the customer and left detailed voicemail about renter not being on Do Not Rent List. The Area Manager also outlined the reasons for denying service to the customer at the ******* location. The renter kept the car without payment, was unresponsive to branch outreach, and broke promises to return the vehicle which was detailed in the callback notes on the contract. The contract was eventually paid once returned, but a driver who was not on the contract was seen smoking in the vehicle on branch premises which was also documented in callback notes. Area Manager has not heard back about from renter. 

• Initial Complaint

  Date:09/16/2022

  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. So August 12th-24th I had a rental with Enterprise Rent a Car. Someone had crashed my personal vehicle. So when I had first got the vehicle ********* asked did I have insurance. I told her yes but only liability at the time. So she said perfect that's ok, we'll have the person who hit you insurance to cover the vehicle of and damages and also the cost of the vehicle. I told her perfect all she needed for me to do was email her my declaration page of my insurance so I did that. Fast forward maybe a week and half later I get into a accident inside the rental. I did call them and let them know and they said their branch manager would reach out me. No one did. I haven't gotten a call, email, text or anything saying Travelers would not cover the vehicle for any damages. So the whole time I'm in the rental I'm thinking I'm covered and if there were any issues they would contact me because legally that is Enterprises protocol. I also went up there personally to speak with the manager and he said he didn't know what to do but give some advice to his employee. Every time I rent with them they will tell you, you need insurance or your paying out of pocket, or give you other options. So I return the vehicle and maybe a week or couple days later their claim department sends me this email of some charges. I've been contacting the branch manager everyone I can to figure this out. No one has reached out emailed me back or anything. I really need your guys help. I don't know what to do never been in this situation. My mom told me to reach out to you guys. Thank you!! My phone number is ************. Email address **************************

  Customer Answer

  Date: 09/16/2022

  I rented from Enterprise rent a car on ******************************************************************* 

  Business Response

  Date: 09/21/2022

  Thank you for the opportunity to respond. Upon investigation and speaking to the customer, our *************** and Area Manager decided we failed to make the customer aware that the cost for ************* was declined by ******************** We will not be pursuing the customer for payment.  We have spoken with the customer and he is aware that the claim against him has been closed.