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:09/06/2022

  Type:Service or Repair 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 ordered a rental car pickup and they never came. My kid is walking to school in the rain. I need to go to class in the next town.If I can't go to school, I have to pay back student loans, then I can't pay bills or rent. I would have to either move or quit school. Either way, my child is forced to change his school.I want them to either honor their agreement that they disappeared on without notice, or I want them to pay for my move and any expenses with breaking and changing the lease since their not giving me the car as arranged caused the need to move apartments.

  Customer Answer

  Date: 09/06/2022

  They rented me a car. The person who made the pickup promise apparently chose a time that the location did not do. I was late, but please close the compliant.

• Initial Complaint

  Date:09/05/2022

  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 1/29/2022 I made an online reservation for car rental in Prague, Czech Republic for July 3, 2022 - July 29, 2022. Reservation Number: **********. On June 24 I called Enterprise office in US to inquire about car insurance options. I was provided pricing and was told that I can wait selecting the insurance until time of pickup and that the quoted prices would still hold. I was quoted $21.13/day during the call, when picking up the car I was given different price of $29.59/day, which was significantly higher than I was quoted. I even took an online screenshot of the original price quote from June 24 to use as a precaution, but during the car pickup neither the local rep nor an online US sales rep knew why the price went up.
  
  I had no choice but to agree to the higher rate as I had a family with small children stuck at an airport in a foreign country and no other option to rent a van. I planned the rental 6 months in advance, verified insurance rates one week prior to pickup, and then felt like a hostage to price gauging by the local agent. This is not the type of service I expect from a reputable company like Enterprise.
  
  I’m requesting a refund in the amount of $276.26. The original quoted price for Damage Waiver was $21.13/day. The final price was Euro 28/day, which is equivalent to $29.59/day. I used currency conversion rate of 1.056641846, which was calculated by dividing the car rental price per day from the original $ quote ($82.10) to the final Euro quote (Euro 77.70). The difference per day is $8.46 times 27 rental days equals $228.31, to which we add 21% VAT tax of $47.95, for a total of $276.26.
  
  On August 7 I also tried to reconcile the issue via complaint to Enterprise Support Services at ************. I received two emails stating that I should have been charged Euro 20/day, but no actual resolution happened. Looks like a stall tactics and I would like to get the issue finally resolved.
  
  Attached are supporting documents.

  Business Response

  Date: 03/15/2023

  Thank you for the opportunity to respond.  We have reviewed the rental agreement and reservation. The customer's original quoted rate totaled 2175.16 Euros, and the actual amount charged based on the invoice was 2097.90 Euros. This reservation was created through the web, and not through a call.  The signed rental agreement provided also states that the protections would total the stated amount, which was discussed at time of rental.  We apologize if there was any confusion or misinformation given through later communication with the Care team, but the protection product provided was different than the $20 mentioned product. This has been confirm by the location. 

• Initial Complaint

  Date:09/04/2022

  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 use Enterprise for my car rentals for work and personal and have a rewards account with them. After looking at my statements this year, I have found that 2 rentals were put on a ******** ******* and 3 were applied to Enterprise. Even though, all bookings were made through the Enterprise website or the Enterprise location near our office. The 2 bookings in question were made in an Enterprise store in ****** ******** and at no point was ******** involved. I have attached the print out from the ******** website that even says they were made through Enterprise.
  
  I reached out to Enterprise via chat, and they weren't able to solve the problem. The person I chatted with said they could only transfer 1 rental to the Enterprise account because the other was older than 6 months. I questioned that policy, as this is clearly an effort to lower my overall rewards and free rental credits. At that time, I was immediately disconnected from the chat and not provided a transcript (as is customary).

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

  Business Response

  Date: 10/04/2022

  Thanks for the opportunity to respond.  Our Loyalty Team was able to reach to the customer and come to a resolution to assist in moving his rentals to the other profile. 

• Initial Complaint

  Date:09/03/2022

  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.

  We rented an SUV for my daughter’s wedding picked up on August 5 2022 returned on August 7 2022. Keys were dropped in the wrong box inside the airport. Enterprise said the never received their keys and would be charging us for keys to be replaced $200 and $60 to tow the vehicle for keys to be replaced. We were then hit with a bill to our credit card for over $4000. TSA police were able to locate the vehicle when it was returned as stated and can validate the car had never moved after being returned. We are still fighting the charges. The manager at the airport said you expect me to believe this car has been here 2 weeks and nobody towed it! I said yes because it’s the truth.

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

  Business Response

  Date: 09/15/2022

  Thank you for the opportunity to respond.  We spoke with the customer, and she is aware she was responsible for the vehicle and the charges. She agrees she did not return the vehicle to our return lanes and put the keys in an unknown drop box after parking the vehicle in an unknown spot. She believes she parked the vehicle in a thrifty rental spot and cannot confirm where she put the keys. She was originally disputing the charges for the rental itself during the week and a half. She agrees she owes for the tow and rekeying the vehicle. The resolution offered was a courtesy adjustment to the rental of $500 to show that we care about her as a customer and understand mistakes happen. She was happy for that but still asked if that was the best I could do. I let her know at this point since it was not an error on our end that was the most that could be refunded.

  Customer Answer

  Date: 09/22/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Received a call back from a manager by the name of ***** he advised he would not put us on the no rent list as if we will Ever rent from Enterprise Holdings Ever Again Lol and he would graciously take $500 off of the over $4,000 bill we received from Enterprise in appreciation for them valuing us as loyal customers! He stated as far as he knows we could have parked their car in a ******* parking lot and in the 7 years that he worked there no one has ever returned a car in the wrong parking area nor dropped the keys in a wrong drop box before… sounding just as condescending and belittling as the young snide supervisor my daughter encountered when she went to the airport to show then the vehicle that was in plan sight. My grandson and I rent from Enterprise nearly every month when he comes home from being over the road. *** was able to validate the car being returned in the wrong parking area on 8/7/2022 at approximately 11:50 Pm but can not release the still shots to me because the camera’s are in the lease agreement of the rental agencies; how convenient. Enterprise waited until 8/18/2022 to email my grandson asking where the car was parked looks to me like they wanted to ensure they could rack up the fees. The service and attitude is a down right slap in the face. We rented this vehicle for 2 days for my daughters wedding the charges are trumped up and have been charged to our credit card over exceeding our account! I now see why there are so many bad reviews online in regards to Enterprise now that I have experienced it for myself. I asked if anything else can be done as we can not afford these charges and he said that was the best that he can do. My next step will be to the media! Exposure is exposure! I have already email the I- TEAM and *** is next!
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:09/03/2022

  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 used my points to rent a car at the ****** office. I reserved a ****** or similar. When I got there I was not pleased with the car they had for me and had to get a smaller car the representative *** kept saying to me he would not rent the car if I was not happy with it because he didn’t want points taken off his service. He kept saying that wasn’t fair. I was running late and needed to get the car and leave. I signed the agreement all initials and signatures and he charged my credit cards for the reserve. After that he said look I can’t rent the car to you if you are not happy because I don’t want a bad customer service report. When I would not commit to not calling customer service he snatches the keys from my hand and said I was aggressive and I need to leave He would not let me back into the building as it was hot outside and I am a diabetic. My husband tried to speak with him and he wouldn’t even give him the time of day. He aggressively told us to leave we were not getting a car. Needless to say my plans were ruined and our trip was cancelled I am truly upset of being treated like that and intimidated by him he doesn’t belong in customer service. I am a long time customer of enterprise but I am reporting this to higher authorities as well. I am a senior citizen and was treated like dirt by this horrible person My points have not been put back and my credit card still has the hold on it. I want compensation for this horrendous treatment and intimidation

  Business Response

  Date: 09/08/2022

  Management has reached out to discuss this situation with the customer.  Because of the experience, a discounted future rental was offered to the customer.  This was declined, but the management has given the customer their contact info so that they can continue the discussion on "fair compensation."  In the meantime, the customer was happy that management reached out and said they would need a couple days to consider this.

  Customer Answer

  Date: 09/08/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  A discounted car is not acceptable for the experience I want through die to the employee refusing to give me the car that I signed for. I have a signed contract and the employee ripped the keys out of my hand. My trip had to be cancelled due to this incompetence and aggressive sales person. He discriminated my husband and by the name and age   I want satisfaction for the torment I went through. I am also contacting other agencies for this discrimination and cruel treatment   A discount is a joke and the person who called who said he was a manager I felt he did not take my complaint seriously and that can be judged by the offer he made 
  
  I will be glad to show him the signed contract I had before this incompetent and racist rep ripped the keys from my hand
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:09/02/2022

  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 was randomly charged $100 on September 1, 2022 at 9:06pm but enterprise rent a car ******* (************) and when i called them the next day to dispute this transaction they gave me the run around told me to call their corporate office (**************) and when i spoke to them about my situation they said they cant help that it was a job for their credit department (**************) and. When i spoke to them they eventually found the transaction in there data base and told me they cant figure out why i got charged and. Told me. That i need to speak to my bank and dispute it. But i told them it has nothing to do with my bank they kept saying its my banks fault And they gave me a code that will make this transaction pop up (*************) so i hang up and call the enterprise rent a car ******* and gave them the code they say nothings poping up and. That it isnt their fault for me getting charged and its my banks fault. Continuously telling me its not there fault or problem that i got charged.

  Business Response

  Date: 09/08/2022

  Management has processed a refund to help resolve the customer's concern. 

• Initial Complaint

  Date:09/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car and the ** Pass experience was horrible and less convenient than it should be. From toll booths not registering with the device, being told to reverse out of booths for tickets/payments instead, cars behind me beeping and backed up etc.. I even had a toll booth personnel take the ** Pass out and try scanning ( for rental car to get through) and he advised it may have been an issue with the ** pass because it was not scanning. I spoke with someone at the location and was told once charged for the tolls they would be able to help me and take care of it. Now Enterprise has still done nothing. I was promised a courtesy refund of $93.25 on 8/22 upon speaking with a manager *****. I never received & now told me to call *************** HTALC who is telling me they are a third party and cant assist with the ** pass issue or pay by toll plates they just bill it. Both companies keep giving me the run around. I was charged the fee amount of $74.80 on 8/13 and 8/14 for pay by plate instead of the ** pass fee $36.80. I also believe I may be charged for a transponder that sits on the dash, just below the rental car's ** Pass, which is mounted on the glass. They add unknown fees in charging. I was completely mislead. I was advised it would cost me less money to use and be more convenient however, it turned in to a nightmare. It cost me almost more in tolls than the price of the rental.To make matters worst the bills dont exactly break down the fees. They keep mentioning ** pass and transponder however, neither company mentioned above can show me a breakdown of charges. I even asked they take my card off file and have the tools/bills sent to me directly, which they said they cant do. I believe they are overcharging customers who (knowingly or not) used the company's PlatePass electronic toll service and E-Z Pass with other electronic tolls. Im still receiving unexpected toll charges weeks **************************************************************** and spring Garden
  ***************, 19123

  Business Response

  Date: 09/06/2022

  Management has attempted to reach to the customer and inform them that a refund has been processed, but has been unable to reach them.

• Initial Complaint

  Date:09/01/2022

  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.

  Last November my daughter and I were driving and our car broke down. We had to have it towed. I called my insurance agent and he said they work with Enterprise. I explained I live in a small rural town and they would have to come pick us up so we can get the car. He understood and called Enterprise to make all the arrangements. ******** ********* has a contract with Enterprise. Enterprise would not come pick us up. We had to take a cab to a certain location where they would pick us up. Our agent made a reservation and used a discount. I still have the reservation from Enterprise and they honored the insurance company's discount code. Yesterday, we broke down and I contacted our agent. We did not need to be towed. I made a reservation with Enterprise and was told my insurance agent could call with discount code. He called and provided the code. When my daughter went to pick up the car she was told that the code was used for insurance agents and they did not want to honor the code. Last time they honored the code but this time they will not even though the first Enterprise employee told us, yes, our agent could call with his code and all he would need to do was call and they would adjust the rate. The difference in price is about $243.00. The reservation when I called yesterday was, **********. The reservation number given to my agent this morning was, **********.

  Business Response

  Date: 09/12/2022

  Thank you for allowing us to respond. Our Area Manager has spoken with the customer and agreed to honor the rate that the code would have discounted.

  Customer Answer

  Date: 09/15/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They never gave me discounted code.  Please remember that my daughter and I are on the title and car insurance policy.  I talked to a BBB representative and I am faxing info to show discounted rate and original Reservation and discounted rate that they never gave me and the receipt of what I paid.  Please remember I am disabled and my eyesight is a problem sorry for spelling errors on the information that I am faxing to the BBB I have put the claim number and others please watch out for the information being faxed to you.  Call enterprise never gave me a discounted rate.
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 09/20/2022

  Our Area Rental Manager contacted the customer to attempt to clarify the situation with them.  An email was sent to the customer after this conversation as confirmation of the resolution. 

• Initial Complaint

  Date:09/01/2022

  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.

  Claim# ********  Hi there,
  I rent a car from Enterprise on Dec 22, 2021. And they found a small scratch on the front bumper when I returned it the next day Dec 23. I didn’t even noticed that, But it’s ok I’ll pay for that,then they charged me $300 for deposit. And enterprise agent said they will let me know when they have a quote for the damage asap, then let me decide if I’ll pay by myself or claim to ****.
  
  The I never heard from them until Feb 21,2022, they sent me a bill and told me they already claimed to **** and asked me to pay another $516.31 (PAID DEPOSIT $300) because my deductible is$500, plus loss of value and diminishment fee $316.31. I was so shocked they COULD decide themselves and could claim to **** without my permission or signature,even didn’t notify me. But I don’t want to claim to **** for such a small scratch and which total is $1500.47, that’s unreasonable. So I asked them for the repair list, and I found there are some other damages on the list which are not because of me! I can’t believe what I saw! I was so angry and called the guy name ***** ******, who found the scratch and helped me took pictures when I returned the car. And he admitted the only damage I did is only the scratch of front bumper. But enterprise claim center agent said there is nothing they can do to change the repair list and amount because **** already paid them the full amount of money of all the damages which include damage not on me. I was shocked again, angry and helpless… There is nothing i can do if i don't want to pay a rated premium later when I renew my insurance because of this claim. So I paid off the whole bill first which was $1500.47.
  
  Enterprise is dishonest, defrauding, misrepresenting.I’ve paid so much money and energy to solve this problem, but nothing happens after I contacted enterprise and **** so many times. I am writing to you because I feel so helpless, and I just want my money back..Really appreciate if you can help me to solve my issues. Thanks

  Business Response

  Date: 11/28/2022

  Thank you for the opportunity to respond.  A refund has been processed for the customer.  

  Customer Answer

  Date: 12/04/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: I did not receive any refund I should get from Enterprise. I do not understand why they just sent the document back to me which was I sent it to you. And I already talked to them but they refused  to refund the money. The amount they should refund is $1298.1 but not $686.6. They still own me $611.5. If they insisted they have refund the money, please attach a document here. Thank you.
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 12/08/2022

  Our Damage Recovery Unit did reach to the customer and explain the reason for the amount of the refund, $686.60.  Because the customer had concerns that some of the remaining damage was not caused by them, they explained that they reviewed each picture of the vehicle, one by one, to ensure that any damage that may not have been caused by the customer was removed.  This is the reason for the remaining  $611.50.

  Customer Answer

  Date: 12/08/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Enterprise was dishonest and misrepresenting. Please refund the money, or I will ask an attorney for help. I have saved all the documents and chats of the fact. Thank you
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:09/01/2022

  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.

  Today 8/31/2022 with the assistance of **************** travel concierge service a reservation was booked #********** for 6:30PM EST, few options were available (Pictures and documents available and will be uploaded) one being a ***** sub for $400 something dollars and another of many options were the *** X3 or similar (Premium Rental) we (husband and wife) decided to rent the ***, when arrived ***** was advised that the car was not available but that they could offer either the ***** or another vehicle for more money. Spoke to a manager who identify himself by "****" and asked if an upgrade could be given since we paid for the premium, he said no and got bothered and said that the other option that was $44 more was no longer available as it was for customers who had prior reservations. I called Amex to discuss the situation and while on hold "****" rented may other options cars to other customers that was not offered to us. After **** calling the location a second manager came out and spoke to ***** and said he can't have Amex calling and he would get him a car. Went outside and showed him a few other options, when ***** decided on a car he said he would go inside and get the contract ready, instead *********************** came out with "****" and said that because they will not offer any vehicles (this is now Two hours later) We made a reservation in ***** #*********COUNT and when we went to pick up they went to look for a car, charged us and everything was set to go when they said "sorry we can't give you a car, management from Enterprise called and said no. At this point this is Bullying, Embarrassing, amongst other things. ***** was renting a vehicle due that his got disabled at towed to a mechanic, then rented a car at the airport because it was the only one open and he needed to go to work next day. After hours calling Amex we were able to rent a car via another non sister company at about 10:45Pm (4+ hours later of being in the airport)

  Customer Answer

  Date: 09/01/2022

  Yes. I would like a regional manager to get in contact with me 

  Business Response

  Date: 09/12/2022

  Management has spoken to the customer and explained that he has not been charged for any reservations that he had.  Any security holds were refunded.