Complaints

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

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  Enterprise Rent-A-Car

  600 Corporate Park Dr Saint Louis, MO 63105-4204

• 

  Enterprise Rent-A-Car

  590 Lordship Blvd Stratford, CT 06615-7123

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  102 Belvidere St Boston, MA 02199

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  26 New St Cambridge, MA 02138-1219

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  59 Washington St Foxboro, MA 02035-1355

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:09/14/2022

  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.

  Confirmed Reservation#1341860070
  
  Enterprise rep called 2 hours before our scheduled pick up of 2 vans for hockey team travel and stated that the "confirmed reservation" could not be honored due to lack of vehicles. This has left us scrambling to find a way to get to tournament for a U16 hockey tournament 2 hours before our scheduled departure time. It is incomprehensible that we have a "confirmed reservation" only to find out that Enterprise will not honor their commitment. What is the point of a "confirmed reservation"? The added costs and expense for the team to acquire new transportation is also a factor. Had we known Enterprise may NOT honor their "confirmed reservation" we would have booked the reservation with another company. Total failure of customer service on the part of Enterprise and ****** and ******* were no help as well stating that the regional manager may call if vehicles become available. We do not have hours to wait while Enterprise gets their act together. Extremely disappointed!

  Business Response

  Date: 09/15/2022

  Thank you for the opportunity to respond.  Management has reached to the customer and made an arrangement for them. 

• Initial Complaint

  Date:09/14/2022

  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.

  Rented a vehicle on 15 June from Enterprise Rental car in ************, ** (Rental Agreement 6RDJTF). Drove to *** and exchanged the car due to a maintenance issue - a bolt holding a muffler hanger had worked its way loose. Returned to the ************ location on 20 June with the exchanged vehicle. On June 25 I received an email and subsequent letter from Enterprise claiming, "Our Damage Recovery Unit has received notification of damage or loss to the vehicle you rented." *********** is seeking damages of $769.15 which includes a complete muffler system replacement (this, unrelated to the reason I exchanged the vehicle) administrative fees, loss of use and "diminishment of value." Enterprise is attempting to bill me for a defective maintenance issue on one of their cars, claiming it to be akin to collision damage. I have challenged the claim to no avail. They have now threatened legal action against me unless I pay.

  Business Response

  Date: 09/20/2022

  Thank you for the opportunity to respond. Management was able to connect with customer and informed him that the claim would be shut down and would not be pursued. He was extremely grateful that we reached out and resolved it for him. They emailed the corresponding department to inform them of the claim needing to be closed and removing customer from collections.  Management has verified that the claim has been closed now. 

  Customer Answer

  Date: 09/20/2022

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

• Initial Complaint

  Date:09/14/2022

  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.

  1740 ***********, ********************, ** 70726

  On 6/21/22 me, my husband, and my son got rear ended a week before we were planning on leaving for a two week road trip to visit my sister in ********. After taking our car to a mechanic we learned that it was not drivable. So, we called the insurance company of the other driver and they set us up a rental with enterprise the night before left for our trip. The woman who helped us with the rental showed us the vehicle and said that the only damage was a crack in the windshield. We assumed that the car had been thoroughly inspected since the last driver and that she was correct that the only damage was the crack in the windshield. It wasnt until we had been in ******** for a few days that we noticed that the back right fender was a little loose. Up until that point we had no purpose to open that door and you couldnt tell it was loose unless you opened the door. Sometime in our trip back to *********** it must have flown off. Again we never opened that door so we didnt notice it until much later. When we returned the vehicle I explained what happened and the employee insisted we had to file a claim with my insurance and I had to pay the deductible of $100. This really frustrated us because we were not the ones to damage the vehicle but were getting blamed for it and it is going to make my insurance go up. The damage was present at the time of the rental but went unnoticed because the lady who helped us with the rental did not do a thorough inspection. We as clients trust that enterprise has done a thorough inspection of the vehicle after the last rental before anyone else rents it. The employee helping us with the return (*****) told us we should have done our own inspection and not just relied on theirs. You bet I will from now on but Im was not getting paid to do YOUR job. Enterprise needs to make sure their employees are doing thorough inspections of the vehicles between clients, otherwise a client will get blamed for damage they didnt even cause.

  Business Response

  Date: 10/12/2022

  Thank you for the opportunity to respond.  We have resolved this complaint. We will be refunding the customer their $100 deductible. The claim for this damage was under $200, and we do not want to further this customers problems by pursuing for a plastic part. We have spoken with the customer and made them 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:09/13/2022

  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.

  248 MISHAWUM RD
  WOBURN, MA 01801-2062

  I rented a car through my kia dealer **** ********* When I arrived to pick up the rental car at the office in woburn I spoke to **** and specifically told him I did not need any coverage and that i have my own insurance. He proceeded to try and fit me into another larger vehicle for an additional cost because the cars they had ready to rent were too small for what i needed. I decline an upgrade due to the cost and stated I did not want any coverages nor did I want to pay for anything the dealer was not covering. **** proceeded to check out and get my signature on a tablet looking thing. He walked around the counter to hand me the device for me to initial. I unfortunately trusted he heard me and did not review the text. The device did not have much to look at though it was just the boxes to sign. On the following Monday I received the contract agreement through an email. I looked at it and saw the charges for the coverage. I immediately called the Woburn Office and was instructed to take the car to get assessed in a near by enterprise. I did this and the charges were cancelled going forward. The previous charges were not refunded though. I called their office several times to be met with aggressive resistance to refund the coverage money. By this time i was upset, frustrated and disappointed. I felt as if **** took advantage of me and did not want to listen to what i was saying. I then turned to the customer service line to try and get a refund. After 7-8 calls I have been told numerous times the money will be refunded after a regional managers reviews the case and calls me back. It has been three weeks and a regional manager has not returned my call nor refunded me the money in the sum of $106.25.I have called customer service about 8 times including today September 13, 2022. I was told the same thing. I place a bad review because I feel i need to get someone attention for my money to be refunded. I an not sure what is happening or why it takes so long for there to

  Business Response

  Date: 10/25/2022

  Thank you for the opportunity to respond.  In an effort to resolve this complaint for the customer, a refund of $106.25 was processed on 9/20/22.

• Initial Complaint

  Date:09/13/2022

  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 rental car was recently informed by State Farm that a collection bill pertaining to me for $512 was paid in 2012 by State Farm insurance. I need Enterprise car rental to clear my credit history also inform credit agencies of their mistakes
  So there is nothing on my credit report involving Enterprise. I need to see that it was completed.

  Nashville Airport Enterprise
  

  Business Response

  Date: 10/26/2022

  Thank you for the opportunity to respond.  Management was able to speak with the customer.  We have cancelled the claim and will not be pursuing it further with the customer. 

• Initial Complaint

  Date:09/13/2022

  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.

  They won’t take my card off file! Keep getting new charges. I talked to the Toll customer service representative and They told me to contact them. I talk to the manager ***** and he said all they have is last 4 numbers on file they can see. I want my card off their file

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

  Business Response

  Date: 09/20/2022

  Thank you for the opportunity to respond.  Our local management team spoke with the customer and has been able to resolve the situation directly with them. 

• Initial Complaint

  Date:09/12/2022

  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.

  In short I am banned from renting from enterprise carsI I was told due to problem that occurred when I rented several years ago I did not know of such until I went to rent a car and was told I was on there "list" I have tried to resolve by calling there business office but have not heard back I recall having an unresolved issuse and was mistreated by staff there in the ****** Florida location

  Business Response

  Date: 09/16/2022

  Thank you for the opportunity to respond.  Management has spoken directly with the customer regarding their status. 

• Initial Complaint

  Date:09/12/2022

  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.

  My name ** ******** **********. I am filing a written complaint due to inaccurate information and charges on my enterprise account. I had scheduled to rent a vehicle from Enterprise Rental Car via ATL Hartsfield Airport for May 21-22, 2022, 12:30 am. I received my Ready Pass via email on May 19, 2022 prior to arrival from Hobby Airport (Houston, TX). Shortly after arriving at the airport at midnight, I proceeded to the rental car terminal to retrieve my rental vehicle. The clerk at this Enterprise stand told me my information was good to go, and to proceed to rental ( Gray, Nissan Rogue********). Upon arriving at the final checkout, I provided the female representative with my Georgia driver’s license, military ID and personal debit card. I was told by the representative that I was unauthorized to rent the vehicle due to obtaining a GA driver’s license and not having a major credit card to pay for the rental. I explained to the clerk that I was on military leave and enroute to attend my sister’s college graduation ceremony. The representative advised me to park the vehicle and speak with the branch manager, ****. The vehicle was parked in its original spot at 1:15am, 5/21/22. As advised, I stood in line for an hour until I was seen by the branch manager. The branch manager stated that due to increased cases of theft and vandalism to the rental cars, all GA drivers must provide a major credit card to rent the vehicle. Unfortunately, my credit card was stolen prior to the flight as I mentioned to the branch manager. I also explained to the branch manager that I am currently residing in Texas on permanent assignment, in addition to showing proof of utility bills and mortgage documents. The branch manager presented with a nonchalant and very dismissive demeanor. On 5/29/22, I received an email stating my account was blocked, in addition to having an outstanding balance for $119.73. I called EAN to resolve my issue on 6/10/2022. The issue still has not been resolved

  Business Response

  Date: 10/24/2022

  Thank you for the opportunity to respond.  The Regional Rental Manager attempted to contact this customer but has not heard back. If the customer has further concerns, we encourage them to reach back to that member of management, and they would be happy to discuss it with them further. 

  Customer Answer

  Date: 10/24/2022

  Complaint: ********
  
  I am rejecting this response because:I have reached out Enterprise on several occasions only to be redirected to the collections line and my case escalated without a response. I have been calling 
  
  ** ***** ********, a line from the Hartsfield Regional office ,left voicemails since 9/14/22. I have emailed the customer service address with my complaint and no response from the Enterprise Hartsfield Office.
  
  
  
  Sincerely,
  
  
  ******** **********

• Initial Complaint

  Date:09/12/2022

  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.

  Date of Transaction: March 17, 2022 ENTERPRISE RENT-A-CAR Contract RA# 5MFQCW Claim $232.05 to either be refunded or breakdown on an invoice to be reviewed by my ************** Carrier, GEICO to reimburse me.February 10, 2022 rented vehicle from ********, ******** location. Opted out of the $4/day roadside assistance because that service is included in my own auto policy. The ONLY request made to ENTERPRISE Rent-A-Car, ******** was an INVOICE of detailed charges justifying the Roadside Assistance on February 28, 2022 to give to my insurance, GEICO, who said they would review with a proper invoice to reimburse me the charges. To date, Enterprise is unwilling to provide. Until a proper invoice is submitted to me, the charge of $232.05 remains patently unjustified.Occurrences:Monday, February 28, 2022:2021 ****** Sentra was battery-dead in my driveway and required roadside assistance. **** of ************ arrived to briefly apply charge to dead battery, enough to back out of my driveway and onto truck bed. He did mention the car had to be taken to Enterprise *************** ****************************, 52 miles from here.Picked up a second car, 2020 ******* Elantra. 17, 2022 Returned Elantra, 2:00pm ***** (Manager) waiting on additional-day approval from Nationwide. I asserted I could not be charged a blanket fees without invoice or accountability. Its lawful for me to know exactly what Im paying for. I explained to ******************** (Lead Manager), on February 28 said shed waive the $55 roadside assistance fee if the problem was only the battery. There was also, a $213.00 towing charge to Enterprise ************** (DIA). All ***** had to say It wasnt the battery with no further explanation to justify the credit card charge. Said theyd call me. Didnt call and made charge anyway.Disputed charges with CitiCard - recently denied because all Enterprise produced was contract details immaterial to my claim.Calls Enterprise 3/17 &29, 4/4 & 8

  Business Response

  Date: 10/25/2022

  Thank you for the opportunity to response.  Management has resolved this complaint for the customer. 

  Customer Answer

  Date: 10/26/2022

  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:09/12/2022

  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 contracted ******** Collision if ******* to do body repair work on my car. They work directly with enterprise. I picked up the rental from the actual enterprise location. Their courtesy vehicle picked me up from ******** the day I dropped my car off. The rental I was in not only had broken Ac in the dead of summer but also had ******** tags which I was later charged for a toll receipt of $17.45 on 8/18/22. I live in **, I am not 100% but I believe had it been a ** tag on this rental I would not have been charged. ******** called me on 8/4/22 and said my car was ready. I called them and asked if I need to take the rental to enterprise & have the courtesy car bring me back. I mentioned that I had a car seat to exchange as well. He said no just to come in settle up and they take care of everything. I left the keys on the dash of the rental as I was instructed which I have now spoken to multiple other people who have stated that enterprise does allow you to do this. None of the girls at the front asked me for the keys to my rental no one said to do anything different than what I was told to do and did. I even vacuumed every inch of the car out before returning it. Well someone at ******** messed up, my service advisor was *****? Not sure how to spell it. Again he knew I was on my way. When I settled up I told the girls I parked it right out there and they were like okay great. I went about my way. Then the other day I get a call from someone at enterprise who is asking when I returned the vehicle. I said well dont u have record of that? I offered to call him back as I was putting my son down for a nap he said no all good he will straighten it out. then 20 minutes later they ran my card for ******. I called *************** said enterprise messed up and is trying to blame them. I returned the car on 8/4/22 now they sent me to collections for a balance that is not mine to pay and on a restricted list!! ******** did not return the car that I returned to them.

  Business Response

  Date: 09/13/2022

  Management has reviewed the situations and is removing the current balance owed on the rental in an effort to resolve the situation. 

  Customer Answer

  Date: 09/14/2022

  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. To Enterprise, I appreciate you assisting in resolving this issue, and conducting good business. I would appreciate being taken off of the restricted list, as I have never had issues with Enterprise before and would like to continue to work with enterprise in the future. 
  
  Sincerely,
  
  ***************************