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:09/08/2022

  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.

  The vehicle rented at Enterprise ************* was ***** infested. While they referred me to their road side assistance to arrange for a vehicle exchange, the original store entered the wrong date of birth, so road side assistance would not help. The store was unable to fix the date of birth, or drive a replacement vehicle to us, or find a solution. I will not drive it to the store because, well, ROACHES. I called their escalation department. Same response, call road side assistance. I called the store and said to cancel the rental and reenter it with correct date of birth. Not able to do that. It was referred to the Regional Manager. No call has been received.

  Business Response

  Date: 09/20/2022

  Thank you for the opportunity to respond.  We spoke with the customer, and the original refund given was $90.00. We did bring the customer another rental, but she was not able to drive the first one for two days.  Per **************** request, and since she was unable to drive for the first two days, we have submitted a request to our accounting department for a manual check for the refund of $33.00. She should receive the check in 7-10 business days.

• Initial Complaint

  Date:09/08/2022

  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 have rented a lot of cars from Enterprise using my company discount code, and since I don't have insurance, I always ask the Enterprise rep to give me all the optional insurance protections. My company allows using the discount code both for personal and business use. It turns out that in rentals for personal use, the contract between my company and Enterprise does NOT include supplemental liability protection (SLP). The main problem is that due to what must be a bug in the Enterprise rental system, the customer CANNOT pay to get SLP themselves when the company code doesn't include it. This leaves the customer with no SLP and NO option of getting it, which is very dangerous. And this is not disclosed clearly, so even after many rentals, I had not realized that even though I'm asking to have ALL the insurance protections, I'm still not getting SLP. I realized that I was not getting SLP only after I got into a (fortunately) minor accident (with no damage to rental car, just minor damage to the 3rd party car). After the accident, Enterprise dug up their contract with my company (which I still don't have access to) and told me that I didn't have SLP because I was renting for personal use. Now, 3 months later, their claims department has sent me a hefty $7654.13 bill out of the blue for the minor damage of the 3rd party vehicle. There is no bill of repairs and no promise of not seeking further damages! Completely unacceptable. Enterprise should:1. Fix their buggy system, so that if SLP is not offered along with a company discount code, the customer can still order it on their own.2. Warn customers very clearly if they are not getting SLP for any reason. I would not have rented the car had I realized that I was not getting SLP. 3. Be transparent about their damage claims. Why are the damages in my case so high? Provide the bill of repairs. 4. Cover the damages in my case, since I was misled by the system to believe that I had SLP.Rental agreement #: 6JD1SY

  Business Response

  Date: 10/06/2022

  Thank you for the opportunity to respond.  *************** spoke with the customer regarding the situation.  The customer used a corporate account code for the rental, and used it for personal use.  He told the location that he always does this.  The location tried to explain to them that this is specifically for business travel.  He then emailed them the link from a website in order to book rentals. It was totally different account code, which is higher in price and gives the option to purchase DW, SLP. They explained that unfortunately he would have had to book using this link that he sent them, but instead he entered the code for the business use.

  Customer Answer

  Date: 10/07/2022

  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,
  
  Omid *********************

• Initial Complaint

  Date:09/08/2022

  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 had rented a vehicle for one day. The online reservation was from August 13, 2022 to August 14th, 2022. I was to pick the car up at 10:00 am and return it 24 hours later. I arrived at the Enterprise customer service desk at 10:00 am. After filling out all the paperwork and waiting for staff to fix an issue, it was 10:20 by the time i got the keys and 10:30 by the time I was able to drive off with the rental. The next day I arrived at 10:15 in the airport parking lot. It was about 10:20 when I returned the keys to a lock box since it was Sunday and they are not open that day. Two days later I noticed on my banking app that I was charged for two days. I immediately called customer service and explained my situation and I was told that a member of the finance department would contact me. I also received a survey in which I expressed my disappointment and was told someone would contact me from customer service. I never received a call from anyone at the organization.A few days later I found my rental receipt on-line and it states my return time as 4:39 August 14th. Which is WRONG! Someone put that time in. There is a security camera in the airport parking lot AND I went to a supply store 2 minutes from the airport which I can prove with my banking information. They totally did that on purpose. Maybe they needed to get a particular number of rentals and this is a way they get more.

  Business Response

  Date: 09/13/2022

  Management has processed a refund for the amount in question in an effort to resolve this situation for the customer. 

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/08/2022

  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.

  Claim # ******** We rented a car from Enterprise in mid April of 2022. The car had several scratches and dings. My husband backed up slowly from the parking space at our rental house and hit a parked pickup. He stopped immediately and there was just a small dent in the drivers side, no broken paint. We continued to drive the car but one morning the key wouldn't work. We took it our of the fob and it was *****. They had to tow the car due to this (not the small dent in the back).We received an invoice 4 months after the incident and it includes a charge for towing the car and for fixing the scratches, etc. that were already on the car when we rented it. Also, the car was not inspected until 2 months after the incident and was rented out during that time so more damage could have been done.I have called and been hung up on 3 times. I have left messages with "***************" at extension **** and no calls have been returned despite a message saying they would be within 24 hours.I have emailed the above information.We are very willing to work with Enterprise to pay our fair share of the damage but not for charges we didn't incur.

  Enterprise car rental Damage Recovery Unit
  801770 PO Box
  *************, 64180
  **********

  Business Response

  Date: 09/20/2022

  Thank you for the opportunity to respond.  Our management team spoke with the customer and verified that these are charges that the customer is not responsible for.  They are resolving this to ensure the customer is charged correctly.

  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,
  
  ***** And *********************

• Initial Complaint

  Date:09/08/2022

  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.

  It was in September 2021 that I first had the misfortune of dealing with Enterprise. My car got hit in a parking lot, and my front fender got ripped off. The other guys insurance was supposed to pay for repairs and for a rental car from Enterprise. As is standard procedure, I gave Enterprise my credit card information and my address when I rented the car.Because of supply chain issues, the repair process took two weeks. I received a bill in the mail from Enterprise saying I owed them $193.65. I sent an email asking why I owed them money, and they said the other guys rental insurance didnt cover the whole two weeks and I had to pay for the rest. Not sure why they didnt just charge my credit card, but sure, Ill pay it.I followed the instructions and paid the bill online on 12/9/21. (Remittance ID: ********************************** bill came on 12/12/21. I figured it had been postmarked before I paid my bill, so I didnt think anything of it. Another bill came in January. I called Enterprise on my lunch break, and after waiting on hold, I talked to a representative. After giving him my receipt number, I was told that they had indeed received my payment, but it had just gone to the wrong department. I then asked why this happened and what could be done. Not to worry, he said, he would fix the mixup.On 5/22/22, I saw a refund for $143.92 from Enterprise. (I hadnt asked for a refund.)On 6/25/22, I get a letter from a collections agency. They are trying to collect a debt of $143.92 on behalf of Enterprise, exactly the amount that had been refunded a month before.Lets go through the ramifications of this. Even though I HAVE PAID MY BILL:- I have been harassed for more than six months.- My credit score is being threatened, which will affect my ability to buy property in the future.- Background check I am applying for is being threatened, which will affect my livelihood.What will Enterprise do to make this right?

  Business Response

  Date: 09/14/2022

  Management has reached to the customer to inform them that the balance has been erased as this was an error on our behalf. 

  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/08/2022

  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.

  Reference number ******. I rented a car from 6/13-6/16. The car I received was incredibly disgusting, hindsight I should have refused the car but I was on a strict timeline to get to where I was going. The car smelled horrendous, all of the seats looked like they had something spilled on them, the windshield was incredibly dirty, later I would find out the windshield wipers were not effective and I could barely see on my 3 hour drive back in the rain, the brakes were really soft, and the car experienced multiple malfunctions on the way back. I have left a bad review, I have called corporate, I have been emailing with “care” for three months now and literally no one will get back to me. The car I received was disgusting and dangerous. I have never been more terrified while driving, a drive I was rushing to get back to the store before they closed, in a lot of rain and traffic for three hour. When I brought all of this up at the store no one cares and said I should have pulled over, called enterprise and had them idk send me a new car while on the road?? I made them inspect my car and return my deposit while I was there because I didn’t trust that I wasn’t going to be charged for the state of the car. I don’t think I should have been charged for the car at all, I literally had a panic attack on the way back because the traffic and rain was so bad and I was trying to get there before they closed. I have tried to solve this for three months and would just love to hear from ANYONE on this situation.

  Business Response

  Date: 09/16/2022

  Thank you for the opportunity to respond.  Management has contacted the customer and has resolved the complaint directly with them. 

• Initial Complaint

  Date:09/07/2022

  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 8/11/2022 I arrived at about 4pm to pick up an *** for a family trip. I had reserved this vehicle well in advance and it was supposed to be equivalent to a ***** Suburban size. When I arrived I was told all they had was smaller ********** and a ****** Armada. Neither vehicle was equivalent to the size of the Suburban which created an immediate travel issue.I chose the Armada because we were basically stuck with not having a vehicle at all. Upon driving the vehicle off the lot it was discovered that the *** had no front license plate so we placed an immediate call to Enterprise and was told that a manager would call us back shortly (they never did) while on the road we discovered that the ** Pass was non-working therefore toll cameras could not charge properly. Upon return we saw a white ***** Suburban on the car lot. I submitted another complaint through the survey portal and still was not contacted by anyone from Enterprise. To date I haven't received a contact nor any compensation for the bad experience. I'm really shocked and appalled because this is not the service I am use to from Enterprise Car Rental.

  5301 ******************, **************, ** 20772
  

  Business Response

  Date: 09/16/2022

  Thank you for the opportunity to respond.  Management spoke with the customer and adjusted one day from the rental to resolve this situation for the customer. 

  Customer Answer

  Date: 09/23/2022

  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:09/07/2022

  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.

  ******* ****** set up and paid for me to pick up a vehicle on August 27 2022 from Enterprise #****. After trying to retrieve the vehicle I was told I'm on a Do Not Rent list. When they explained what shows in their system ($800 expense on my name) I then said it had to be fraud. (I had a few things fraud on my credit I've been getting cleared up for the past few years) I was given a phone number to call and get this issue cleared up. I've been calling this number everyday since. 11days later I'm still only getting voicemail recordings and no returned calls after leaving detailed messages. On August 30th 12:39pm I received an email from ***************** showing all I left on a voicemail but no instructions or conclusions. Same day at 8:28pm I sent a response asking for clarity. On September 2 12:23pm I received another email from ***************** apologizing for the inconvenience and asking for my full name, email and phone number. After providing ALL requested information same day 1252pm I never received a response or follow up. I then reached out again to ***************** for an update today September 7th 736am. At 329pm today September 7th I received a response from ***************** from a ****** with ******** *** ****** stating "Thank you for choosing ******** *** ****** for your car rental needs! My name is ******.
  I have submitted your complaint to the Do Not Rent Department.
  Please let us know if we may be of further assistance. Have a wonderful day!
  Reference# ********** Sincerely,
  ******
  ******** *** ****** Support Services"
  Now my confusion is that it's coming from ******** *** ****** when my car was reserved with Enterprise #**** location. Never the less I still have yet to receive a call or email from Enterprise Holding or Risk Management about clarity. Once again this is 11days later. No sense of urgency! I've also been Tweeting Enterprise since Wednesday August 31 1151am. I keep getting "it's been transferred to the proper department. 7days later 0

  Business Response

  Date: 09/14/2022

  Our management team has been in contact with the customer this past week in an attempt to resolve the situation.

• Initial Complaint

  Date:09/06/2022

  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.

  Reported Auto Theft to ********* ****** Sheriff Office with ***** ****** on 7/14/2022. Reference Item/ Description # **********. I reported this incident to ****** ******, ******* ****** located. I was directed to report auto theft on two different occasions by ***** ******** (contact #************) ******* ****** Insurance Adjuster; and ****** ***** (contact#************) Enterprise Rent-a-car Claim Representative. I contacted ********* ****** Sheriff Office and Officer ** *****, Badge#****** arrived at *** ****** ******* ******* Louisiana and *****, approximately at 8:00pm. Ok explained Enterprise Rent-a-car Representatives accused me of auto theft. In addition, Enterprise Rent-a-car stated I never reported the automobile stolen and it wasn't in the **** database. Officer ** *****, confirm I reported the automobile stolen and may have damages. Also, the automobile was located at a gas station. ( Reference ********* ****** Sheriff Office Report/Item #********, Fraud & Theft for ***** ***** Card. ********* ****** Sheriff Officer *** ****** verified my report. The next day ******** *****, Enterprise Rent-a-car Risk Manager  requesting a statement why wasn't the automobile reported stolen). I informed *** ***** that Officer ** ***** told me not to talk or contact ******* ****** Insurance Company and Enterprise Rent-a-car. Enterprise Rent-a-car is billing me for daily rental car rates to my ***** ******** Acct. I requested reimbursement by both parties and no resolution for the stolen automobile.

  Business Response

  Date: 09/09/2022

  Management attempted to speak with the customer to determine the vehicle location. The customer has been charged days she was responsible for the vehicle. 

  Customer Answer

  Date: 09/14/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  

  Attached is a document from Enterprise Rent-a-car.  Enterprise Rent-a-car Claim # ********.

  The company indicates I am responsible for the **** **** **** damages in the amount of $28,957.28.

  
  

  Also, I have two witness regarding the stolen automobile.

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

• Initial Complaint

  Date:09/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is concerning Enterprise File #******** which has been sent to collections. Prior to receiving a notice from the colleciton agency, I had been communicating with ******* ***** regarding this claim. I rec'd and email from him 6/20/22 stating if pmt was not rec'd in 10 bus days it will go to collections. We had communication 6/21/2022 and informed him that I did not have the entire amount and would have to make payments. He said I must remit the first payment w/n the next 9 days; He never told me there was a min monthly payment or requested a specific amount. We comnunicated again on 6/28/2022 in which he gave me instructions on how to remit the payment. I made a payment for $250 that same day. I did not hear from him again and I thought all was well. I later rec'd a collection notice and reached out to ******* at ************ ******** but he was no longer with the company.. I explained the situation to the current agent at that ext and she refused to remove me from collections even though I had been making payments. I filed a complaint and rec'd an email from ****** ******. When called and spoke to her she also refused to remove me from collections, stating that I did not make min monthy pmt of $100. I explained to her that I was not given a min pmt amt and I asked the date it was sent to collections. She informed me the account was sent on 7/13/2022. That was after I sent my 1st payment of $250. According to what she said about a $100 min monthly payment amt; which was never commicated to me or agreed upon, I should have been covered for 2mo and $50 credit towards the 3rd month. This would've covered June & July payment, leaving $50 due in August in which I made another payment of $100. There is no reason for my account to be in collections.

  Business Response

  Date: 12/02/2022

  Thank you for the opportunity to respond.  I have attached the official response.

  Please accept this
  correspondence as our response to the complaint filed with your office. We have
  reviewed the concerns raised by Ms. *****. Ms. ***** rented a 2021 Chrysler 300
  bearing Georgia registration ******* from *** ********* ***, dba Enterprise
  Rent-A-Car in Rockwall, Texas.
  
  The vehicle was returned with
  damage. Per the rental contract executed by Ms. *****, she is responsible for
  all vehicle damage which occurs during her rental period. Ms. *****’s insurance
  carrier paid the damage claim less her $449.00 deductible. Ms. ***** requested
  a payment plan with our office, but when no payment was received by 6/20/22,
  the claim was referred to a third-party collection agency. On July 2, 2022, our
  office received a payment from Ms. *****, however the claim was already being
  handled by the collection agency at that time.
  
  After reviewing the concerns
  presented by Ms. *****, we have decided to reopen our file to receive the
  remaining balance ($99.00) from Ms. ***** and have closed the file with the
  collection agency to stop further collection efforts. At Enterprise Rent-A-Car,
  we strive to satisfy all our customers by providing excellent customer service.
  We hope that our diligent efforts to resolve and address this matter have
  demonstrated our commitment to customer service.