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:09/12/2022

  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.

  In March 2022, my car was stolen. I got a rental car through geico with Enterprise. At the time there were several mix *** with paperwork. My ticket got closed out before it was supposed to, and had to be reopened. Enterprise called me and told me geico was going to stop paying because I had exceeded my rental days. I got in touch with my agent and was informed that they did not know why I was told that nor why the ticket was closed out because I still had plenty of days left for my rental. Nonetheless ***** wrote me a check to pay enterprise. That day(April 16, 2022) I paid enterprise and returned the vehicle. Fast forward to September 5, 2022 my debit card is billed for $459 from enterprise with no notice or consent. I think its fraud because I did not authorize this transaction so I go through the motions of reporting fraud. I start calling enterprise and am informed that I was billed because geico did not pay their portion of the bill. I get back in touch with geico and am informed that they did in fact pay their portion. My geico agent goes to the physical branch that I rented from and was informed that they made a mistake when billing me and I received a $425 refund. Two days later enterprise drafted the $425 back out of my account. After calling again and trying to figure out why I was told that the person that told me their was a billing mistake was wrong and they were not going to refund me. Both of these unauthorized transactions caused my bank account to be over drafted twice.

  Customer Answer

  Date: 09/12/2022

  2480 ***************

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

  31204

  Business Response

  Date: 11/08/2022

  Thank you for the opportunity to respond.  We apologize for any confusion that was created here.  A refund was accidently processed due to an assumption around dates on the rental that was incorrect.  When the mistake was realized, a balance was created again. 

  Customer Answer

  Date: 11/08/2022

  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: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 have a reservation through my insurance company. I called and a scheduled my appointment since I've been waiting months to drop off my truck at the body shop. I scheduled my appointment with Enterprise and then they call me and tell me they don't have a vehicle. Spoke with ******* who was rude and did not want to assist me. This is not the first time this has happened. Last time they rented me a car with bald tires and I had a blowout.

  Business Response

  Date: 09/13/2022

  Management has been able to reach out to the customer.  The customer is now in a rental unit. 

• 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.

  I rented a truck from enterprise rental, went to ********** location and they didn’t have a truck available. Gentlemen told me ************ location had one. I drove to ************ location they did not have one. Called customer service they told me I needed to go to ***** location. I then ask’d for supervisor and she tells me they don’t have any trucks available. I wasted several hours of my time and work and I want compensation.

  Business Response

  Date: 09/13/2022

  Management was able to reach out and speak to the customer.  They apologized for the inconvenience.  The came to a resolution with the customer and offered to cover a day rental for an upcoming rental at the end of the month.  The customer also has management contact information should they have any further concerns. 

• Initial Complaint

  Date:09/12/2022

  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 was forced to rent a car at the Enterprise that is inside of ****** *** in *****. I was in the car for a few weeks, and when I returned it, I received a call from the manager where he was screaming at me and speaking to me in the most disrespectful manner that I've ever heard from an employee of any company. He was so wound up that it was frightening and led me to believe that he was seriously intoxicated. He claimed that two things, first that I smoked in the car - I don't smoke! And second that I damaged the car and attempted to repair it myself with spray paint. I'm sure one day I will think that that is hilarious but for now, I'm beside myself. That is the most bogus and bizarre claim one can think of! Especially crazy considering the paperwork upon rental SHOWED THE DAMAGED FRONT END! He refused to rent me another car. It was humiliating to say the least, and I've now received a bill. He and the service director at *** are buddies, therefore this other gem of a person refused to rent me a car and told me that if I weren't suing *** I wouldn't have this problem. I think anyone driving a car that malfunctioned and the steering wheel froze causing the car to wreck into a median leaving severe, lifelong and life changing injuries would seek legal representation, especially after the executive office at *** repeatedly called them demanding a return call. He was unprofessional, abusive, and the icing on the cake is that he REFUSED to give me the DM's information as did the entire staff. Not only am I telling everyone I know, spreading the word via social media, but this disgusting, childish, abusive behavior has left me steering clear of ***. I will be contacting the dealership next. If this "man" were capable of treating me this way, someone who had just been in a severe accident because of a faulty vehicle, stunned, traumatized, I absolutely am horrified to think of how he is behind closed doors to his family. I hope the DM sees this and contacts me!

  Business Response

  Date: 10/10/2022

  Thank you for the opportunity to respond.  Management did speak with the customer.  They let the customer know that we would be taking care of the claim and that it will no longer be pursued.  

• Initial Complaint

  Date:09/11/2022

  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.

  So I couldn't find the one on the list, I went to this enterprise **** * ** *** *** ******** ** ***** I've rented many many times from this company driven over 10,000 miles in one car never had so many problems as I've had now . The lady checking me out as I was about to leave kept pushing the insurance I should get on the car and enterprise has never ever done this she asked about 10 times even though I kept saying no. Well here is why. The tires are constantly going flat so I had to pull over a total of 3 hours to constantly fill up tires, I had to replace the battery that was 250$ and time out of my day. The left blinker doesn't work at all. The car doesn't recognize the key half the time so I'm spending all this time trying to get it to start. The car stinks exhaust wise , it jerks when shifting gears. The wipers are old and need to be replaced , you can smell oil burning when driving this car. First time it rained and used the wipers it smudged the windows and we almost died because we as on the highway when it started to rain. I had to pull off immediately and buy ****** to clean the wiper blades

  Business Response

  Date: 09/20/2022

  Thank you for the opportunity to respond.  Our Area Manager spoke with the customer regarding his concerns with the rental, and we agreed to provide a refund along with a reimbursement for the battery he purchased.  The customer was satisfied and issue has been resolved.

• Initial Complaint

  Date:09/10/2022

  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 have been over charged and treated with rude, disrespectful, unprofessionalism while trying to extend my rental. Many mistakes were made and not all were corrected. Spent $2,500.00 in four weeks, and deposit was kept. I have spoken with customer service many times regarding issues but nothing is being done. My cards were ran several times after I talked with an employee letting them know when and what location I was dropping the car off. I was called first thing and told off by the same female who says "hold on" after she finds out whos on the line. She left me sitting for 45 minutes then 48 hours later remembered to call me because corporate contacted her. This location double charged me for one way as well as other unexplained fees. I was quoted $1,200.00 when I tried to return car, it was actually $590.00 instead once customer service was called again. Same day I dropped off was charged almost $300.00 on my ********** and I had just paid the remainder of what I owed on a ******** card. The same female had been using my cards without authorization. They wouldn't answer the line or return calls at this location. Very seldom would I get someone and was always put on hold for long periods of time. All of the conversations should have been recorded and investigated. Called customer care when I realized I was charged on same day with different card and the woman gave me a number for some credit company. Worse experience ever with any rental and its costed me a fortune plus over drafted my credit card account because of unauthorized use.

  Business Response

  Date: 10/27/2022

  Thank you for the opportunity to respond.  The referenced contract was from 8/2-/2. This contract was originally booked for a week, but was kept for a month. Management did try to reach the customer multiple time to attempt to discuss the contract.  Total charges for the rental are accurate.  The one way was not double charged, and the customer was made aware that the charge would be added on. 

  Customer Answer

  Date: 10/27/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
     This is not true! Four of my cards were charged and this location did not answer the phone or return calls even when contacted by their own customer service representatives. I have a witness at the drop of location in Georgia that found the double charge for the one way. I have proof this statement is false. This company lacks honesty and integrity as well as appropriate communication with their customers. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Customer Answer

  Date: 11/07/2022

  I am a day or so late but here is the receipt from enterprise to prove they aren't telling the truth.
  

  Business Response

  Date: 12/01/2022

  Ms. ******** originally reserved this vehicle from 8/2/2022 through 8/9/2022 to be picked up and returned at our Pineville, NC location. Ms. ******** kept the vehicle beyond the original return date and ultimately returned the vehicle to a store in Calhoun, Georgia.
  During the rental, on August 29th the Branch Manager spoke with the customer and informed her that the cost to drop the vehicle at a location in Georgia other than what was authorized in the reservation would be $316.58.
  In the interest of customer service, ultimately Ms. ******** was only charged $175 (plus tax) for the drop fee.
  Our Area Manager over the Pineville store reached out to Ms. ******** on September 13th to discuss her concerns with the rental. He left a voicemail and sent an email to the customer but she never responded to his messages.
  The customer was charged the daily and weekly rate that were quoted in the reservation for the entire length of the rental. Additionally, the customer was not double charged the drop fee.  As a result, no additional action will be taken.

  Customer Answer

  Date: 12/02/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: I was quoted $175.00 for the drop fee and they had me for 2 drop fees when I took the car to drop off as well as several other charges added until I called customer service. The guy at the location in Georgia found the double charge. I was told I owed $1200.00 and I disagreed with that and called customer service during drop off. They changed it to $500.00 from 1200.00 that the pineville location had listed. This company does not know how to do business and will not tell the truth about their mistakes. It appears they will never admit their negligence so my only answer to them is to never use their services again and I will be sure to make it public what happened. They actually ripped me off and charged several of my payment methods without authorization during the time my children and myself were homeless. The extensions were made when I needed to keep the car longer but the office eluded phone calls and messages towards the end of my rental period. They didnt ever return calls until I contacted corporate office. This continued disregard for a customers complaint is a clear example of how I was treated by their employees from the pineville location. The calhoun Georgia location was the exact opposite. They assisted me appropriately and professionally while the others including management that are answering these complaints do not know how to tell the truth or conduct professionalism. This company overall lacks integrity and I will never use their services again period. 

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

• Initial Complaint

  Date:09/09/2022

  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.

  While in possession of a rental vehicle, I followed direction and used the easy pass lane. Today I received an inflated bill that I will not accept. Not only is the rate nearly double of what my good2go pass provides, they added a $4 charge on top of that, making the total toll basically 3x what I would normally pay. This is made worse by the overall rental experience, My car was 100% filthy and Enterprise refused to wash it. It was significantly damaged as well and no apologies were made. I was 100% uncomfortable with it as it was basically a filthy rent and dent. The car was also returned with far more gas than received, so Enterprise can refund my toll in full!

  Customer Answer

  Date: 09/12/2022

  I rented from the ******, ** location, on ****************.

  Business Response

  Date: 01/09/2023

  Thank you for the opportunity to respond. This is in response to the BBB complaint regarding the customer concern out of branch 45Y1. We have contacted and refunded the customer regarding the toll charges. This has been handled; Check issued on 9/19 and cashed on 9/23. 

  Customer Answer

  Date: 01/09/2023

  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:09/09/2022

  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 about 2 weeks ago, while my car is getting fixed. To understand how inconvenient this is currently: I am a single working mom, have a 2 year old & am 25 weeks pregnant.
  
  The day after I first rented the car, I was buckling my daughter in her ****** ******* when we noticed a cockroach on the outside of her window, suddenly it crawled down into the window. I called a friend to ask if it were possible it could get on the inside, they said it was very unlikely, so we began driving. After a minute my daughter was crying “buggy” I pulled over to see “the cockroach” (now I realize it was most likely another because the car was infested with roached) inside the car on her door. I immediately removed it from the vehicle and we continued our trip.
  
  The rest of the week we were very seldom in the car. The following week I was on vacation from work. After about a week and a half of being in my car, one of my carseats were having an issue reclining so I took it out of the car an put it in my living room to fix later & put my spare in the rental car. I used the spare for the next week and the original car seat remained in my living room. Later we discovered both seats became infested with roaches & this is how the roaches transferred from the infested car to my home.
  
  By sunday night 9/4/22, I took my daughter out to eat & on our way home I noticed a roach on the floor of the car!! Cleaned it away & became very skeptical. By monday (labor day) I went out to breakfast & there was a roach by my feet. A few hours later I began to inspect the car, to my surprise it was INFESTED with roaches!! I emailed the company but they were closed because of labor day. Later I called roadside assistant who connected me to the airport & ubered me there while my neighbor watched my daughter. I was given a new rental & have been trying to get in contact w. Corporate. No success. Now the local office wont call me back, they told me the would for 3 days. This is unacceptable.

  Business Response

  Date: 10/24/2022

  Thank you for the opportunity to respond.  In an attempt to resolve the customer concern, the location did refund the entire customer portion of the rentals fees.  

  Customer Answer

  Date: 10/24/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
   enterprise failed to comply & return my calls forcing me to hire a lawyer. Continuously changing the person that was supposed to “help” saying that they were now unavailable or on vacation. . Unfortunately refunding me my portion of my rental doesnt nearly cover the expenses this cost me. My house became infested with roaches, enterprise failed to cover the costs of the exterminator and my two carseats that were infested with roaches like they originally said they would. I was displaced from my home for a month & had to throw away lots of furniture and my belongings. Not to mention I am now 8 months pregnant. This has been very poorly handled & most definitely not nearly resolved. 
  
  
  
  
  
  Sincerely,
  
  
  
  ******** **********

• Initial Complaint

  Date:09/08/2022

  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 was hit by a **** driver in a ****** ***** while driving to my place of business on my motorcycle which was also insured. I was assured when I filed the claim I would be provided with a form of transportation the following day, and they did set up the reservation but when I arrived to the location to pick up my reserved vehicle I was told they didn’t have one and then went to three other locations and was told the same thing. The rate authorized is for a basic economy vehicle and there was a parking lot full of cars and was told to just keep trying. They also told me to call but not one single location answers the phone. It rings incessantly for almost an hour and nothing. I have work and school and Enterprise accepted the reservation from ****. Please honor that!

  Business Response

  Date: 09/16/2022

  Thank you for the opportunity to respond.  The location has worked with the customer to resolve this situation. 

• Initial Complaint

  Date:09/08/2022

  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 return my rental car on Thursday, May 19th,2022! Upon rental of the rental car, I advise the gentleman that the car was having issues while I driving and that it smelled like marijuana!The gentleman apologize for the situation and advised me he will give me a $50.00 credit towards my rental for the inconvenience! I received my bill yesterday evening and I didn't see any refund! I called the number on my invoice today and spoke with two customer service, one said she'll give $15, and I told her that's not acceptable! She transferred for me without my knowledge a I spoke to the next person, he asked for the agreement number and went silent for 15 minutes, and the call was disconnected!This is not acceptable at all, as a black woman if I would have got pulled over, this would have gotten worse for me because I would have to prove I don't smoke any type of drugs

  Business Response

  Date: 09/21/2022

  Thanks you for the opportunity to respond.  A member of management did reach out to the customer to ensure that this had been resolved.  The refund was issued to the customer.  In addition, we apologize for any negative experience the customer may have had with our customer service phone team.