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

  745 E Main St Stamford, CT 06902-3868

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  102 Belvidere St Boston, MA 02199

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  13 Faunce Corner Mall Rd North Dartmouth, MA 02747-4213

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  62 Taunton Ave Seekonk, MA 02771-6130

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:08/31/2022

  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 July 11 we took our vehicle to the collision Center and were given a rental vehicle from Enterprise. We were aware there were existing damages as they were noted in our rental agreement summary so we thought it would be okay ( we have copies). Unfortunately due to being quarantine the vehicle was only used for 3 days and on July- 21 the vehicle was returned to the collision center we were told a Enterprise employee would pick it up as a customer courtesy. That same day we received a call from a Enterprise employee letting us know of a small damaged to the left side of the tail light of the car a "pin whole" we were very surprised we let him know they were no damages while it was in our possession and the vehicle wasn't really used due to us being quarantine he said no worries that if anything he would give us a call back the same day he sent one close up picture showing a small damage as described by phone.About two months later we never got a call back they also had kept our $65.00 deposit so we thought the matter was solved but to our surprise we received an invoice today of $250.11 for damages and they sent different pictures that show a lot more damages to the vehicle nothing like the first picture or our conversation described on the phone. We also noticed the invoice doesn't show the $65 deposit it's nowhere on the invoice they just kept it! In total we are being charged $315.11 for damages that we didn't do and are not responsible for we feel so cheated and feel like we are being taken advantage of.

  Business Response

  Date: 09/12/2022

  Management reached out to discuss this situation with the customer.  Because of the circumstances, the location has taken responsibility for the damages and is having them transferred to them rather than the customer.  They are also refunding the customer's $65 deposit on the rental. 

• Initial Complaint

  Date:08/31/2022

  Type:Customer Service 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.

  The initial experience of getting the rental was great and everyone was nice. The issues started once we arrived to georgia and started to deal with any type of incline. The passenger van was sluggish and struggling during any kind of incline. Of course the real problem was when it stalled half way up a climb and turned off on us. My entire family was in that vehicle and we almost died. Thank god no one was behind us as we had to restart the van and back up all the way down. The only way to make it up any type of incline was to floor the gas as the minuet any incline started the speed would drop rapidly. After that initial scare I didnt feel the vehicle was safe and immediately called road side and explained what was going on and that we needed a replacement vehicle, anything would work even two vehicles. Long story short I called at least 8 times the following days, even visited the local enterprise and in the end NOT ONE person followed up. We spent the 8 days parking 1 mile away from our cabin and walking. Every time we went out with that vehicle the stress of it stalling was so much that the entire trip was pretty much ruined. Every time I called I was just told the case was escalatednot a phone call, email or text from anyone.absolutely ludicrous..and this is a customer literally telling them the vehicle almost killed them..god forbid you break down someplace you would be screwedReally cant express how angry and disappointed this experience has left me. I even left a letter with the keys during drop off and STILL no one called or followed up to at least apologize and explain to me how no one followed through. So ill do what everyone else does and whine on social media since that appears to be the only way to get anything resolved.Left a bad review 2 weeks ago, got an automated response asking for res and to send to an email. Replied to email with requested info, got another auto response asking for same info, sent and have not heard back 9 days ago.

  145 Airport Rd, **********, **
  

  Business Response

  Date: 09/06/2022

  We have spoken with the customer and addressed his concerns. Due to the inconveniences, we have processed a refund for the customer in the amount of $1,293.80. The customer also has our Group ********************** Managers contact information if he needs any further assistance.

  Customer Answer

  Date: 09/07/2022

  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,
  
  ***************************

• Initial Complaint

  Date:08/31/2022

  Type:Delivery 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 rented a vehicle at the ********, *********** airport for the period July *****, 2022. Upon returning home, it was discovered that prescription color correcting sunglasses (for color blindness) may have been left behind and I reached out to the ****** Enterprise location and was corresponding with *******************************, who stated that she was the MANAGER of this particular location.The glasses were located in the vehicle we rented; she sent a picture via email to me of the glasses while holding them in her hand. She asked for my address and said they would mailed on the next day. I offered to pay postage and she said that wasn't necessary. That was on July 27th. This was almost 5 weeks ago. I contacted her via email 3 times inquiring the status of the glasses; she has not responded to any emails. I have phoned several time inquiring about the glasses. She has not returned my calls. I finally reached out to customer service via an online chat, reference no. ********. I was promised a return phone call. Never received. I again contacted customer service today and I spoke to a woman named **** at the ******** location. She said she would return my call. No return call. Here is the reservation number: *********; my Enterprise Plus customer number is ********* am appealing to you to assist me in any way you can to have the glasses returned (they are color blindness correcting sunglasses and cost in excess of $400.00) or if this is not possible, how do I file a claim for reimbursement on the glasses, which I feel I am entitled to since the manager ******** took a picture of her HOLDING THEM IN HER HAND.

  Business Response

  Date: 09/01/2022

  Management stated that there was a delay in sending the glasses back to the customer.  She confirmed that they were sent on Monday, 8/29.  We have Fed Ex confirmation that they were delivered yesterday, 8/31.   Management tried reaching out today to confirm.  She left a voicemail.
  

  Customer Answer

  Date: 09/02/2022

  Complaint: 17803651
  
  I am rejecting this response because it is full of untruths.  I was told on July 27 that the sunglasses would be mailed THE NEXT DAY.  After waiting a few weeks, I made multiple attempts to correspond with *******************************, the MANAGER of the ******** location.  She not only did not respond to any emails that I sent, but she also did not respond to any of my phone calls. If these were cheap sunglasses bought at a store I wouldn't have cared.  But the fact that they are prescription, color correcting lenses that cost in excess of $400.00, I was concerned that I would not receive them back despite the fact that she sent a picture of her holding them in her hand.  

  It was not until I escalated my complaint that I got any satisfaction.  I was told by another employee on Wednesday that they were picked up Wednesday morning by Fed Ex.  I asked for a tracking number and was told that they did not have it.  I arrived home on Wednesday evening, the same day to find that the package was on my front steps.  Obviously, they were picked up before then.  This same employee told me, when I asked why they were not mailed earlier as the manager had promised, she stated that "she didn't get around to it".  There was no delay.  It was just pure laziness and horrible customer service by the ********************** ******** location, especially the manager, ********************************  

  In addition, I was told that Fed Ex did not supply the ******** location with a tracking number; how were they able to track and determine that they were delivered?

  I acknowledge that I received the glasses.  But since I was so blatantly lied to by the employees at the Enterprise ******** location, I will never, ever use Enterprise again.  I also think that the "manager" ******************************* should receive additional customer service training.  

  You have lost a very good customer.  

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

  Customer Answer

  Date: 01/17/2024

  I reserved a vehicle for December 3 at the ****************. At the counter, we were going to add a designated driver but when found out the cost decided not to. My original receipt for Enterprise was for $300.61. When the car was turned in I was charged $356.73; amount was $15.00 per day plus tax for an additional driver which we did not use; I did all the driving. At the counter, $45.00 was credited to my account but then charged back. I was overcharged $56.12. I have contacted Enterprise and have gotten no response.

   

  LOCATION INVOLVED:

  ENTERPRISE RENT A CAR

  Address: ********************************************************

  Phone: **************

  Customer Answer

  Date: 01/17/2024

  This is an old complaint from 2022.  This complaint was resolved in September, 2022.  Thank you.  

  Customer Answer

  Date: 01/17/2024

  This complaint has also been resolved.  Thank you for your assistance.  

  Business Response

  Date: 01/17/2024

  Please update if there has been a change, but the glasses were shipped to the customer, and delivery confirmed. 

  Customer Answer

  Date: 01/17/2024

  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.  

  This is an old complaint.  I received the glasses back from the business after a 2 month delay in September, 2022.  

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

• Initial Complaint

  Date:08/31/2022

  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.

  Greetings,I am emailing regarding a car-refueling charge on my receipt through Enterprise Car Rental. Rental details are (Invoice # ***********; check-in 8/26 and check-out 8/30; receipt attached as pdf). On 8/27, I called the Enterprise **************** number to request a car exchange. During the call, I confirmed the following details: (1) I would be able to swap the care (same type) at no additional charge (2) the *********************** had available cars (same type) available for swap on 8/27 AM (3) I did not need to refuel the current vehicle because it was an exchange. I understood, and the customer rep also stated very clearly, that I would need to refuel the new car before returning on 8/30/22. Please check your recordings from the 8/27 AM call to confirm. I am requesting a full refund for the refueling fee of the exchange vehicle. Please advise.Sincerely,*******

  Business Response

  Date: 09/01/2022

  Management has left a voicemail with the customer stating that the refueling was charged in error, and they will be refunding the charges. 

• Initial Complaint

  Date:08/30/2022

  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 got a rental car on 08/02/2022 with my warrenty while my personal vehicle was in the shop. I needed an suv with at least 7 seats. I have four children and my husband and I. They gave me a hatchback that seats 5 and charged me for an suv. I called their customer service and explained not only the horrible service but the overcharge. I was told to hold onto the car until mangement called and gave me other directions along with a refund. I was never called or emailed so i called customer service on 08/07/2022 explaining i was never called back and id be returning the vehicle. I was told to just return the vehicle and not to mention anything about my conversation with customer service and again that id be contacted and issued a refud in the next few days and was given a reference * ********* ** ** ********** and still no call or refund.

  Customer Answer

  Date: 09/02/2022

  The address of the Enterprise rental location i used is 5700 Sky Pointe Dr.

  Las Vegas, NV 89130

  Business Response

  Date: 10/24/2022

  Thank you for the opportunity to respond.  As of October 11th, the Area Manager attempted to reach to the customer on three separate occasions.  They were told on those occasions that the customer was busy and to call back.  We encourage the customer to reach back out to management if they have any further concerns, and they would be more than happy to discuss the situation further. 

• Initial Complaint

  Date:08/30/2022

  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 an Enterprise Plus member and was in a car accident. Enterprise provided my insurance covered rental. The car I was rented
  left me and my daughter with a blown tire, I was told to take the car to the airport location for a replacement (I put the donut on and drove there) they had no car for me due to rental shortages and attempted to put use in a 12 person cargo van. I had to leave with the donut on and got no help until I a found a location (not the one I rented from) that told me to go to a tire shop and have it repaired. They have now taken $898 out of my account 5 months later for the insurance rental with no warning and no communication claiming that the company hadn't paid the claim even though I never authorized a payment and did not even know the state of the account..they refuse to give it back telling me to take it up with my insurance comany. The domino effect this had on my finances due to no communication and no warning has been ridiculous.

  Business Response

  Date: 09/12/2022

  Management worked with the customer and their insurance company to ensure that this was handled properly for the customer. 

• Initial Complaint

  Date:08/30/2022

  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 April of 2021 I was in a car accident where my car had to go into the shop and I got a rental with my car insurance ***** set up the reservation. My adjusters name was ******** ******* did not communicate with me or enterprise like he should have and because of it it caused me a lot of headache and stress. Because of the miscommunication with when the car was suppose to be back I ended up being harassed by enterprise saying I owed money and was placed on the Do Not Rent list all because of *****. So finally my insurance ***** finally made a payment to enterprise for the rental. ***** contact me advising that I am not on the Do Not Rent list and everything has been paid. I also have the VM from ***** regional manager from NY explaining that same thing. So in April of 2022 my daughter and I travel to Alabama for a college tour. When we got to Alabama I went to Enterprise in the airport where the reservation was set up to get the rental when I got there I was advised that i was on the Do Not Tent list so I had to contact someone at enterprise and I spoke with ***** in that specific department who advised me there was still a balance owed that I had to pay. I told him I was told by enterprise I didn’t owe any money and I was not on the do not rent list. ***** went to say he doesn’t know why I was told that and if I wanted to get off the list I needed to pay the balance that was owed. I was in Alabama with my daughter for her volley tour so I just paid the money with my chime card so I can get the rental. Once I did that I still wasn’t able to rent the car because I was not aware that the chime card was not accepted in AL because it’s accepted in VA. I would like my money back that I was told I owed but really didn’t. ***** who works for enterprise was not good at listening to the real issue and was more concerned about me paying for something that was ***** fault.

  Business Response

  Date: 10/17/2022

  Thank you for the opportunity to respond.  Management has reached to the customer and discussed the decision to place them on the Do Not Rent list. The customer is aware that due to 3 prior and separate instances of unpaid balances, this decision is final and permanent. 
  

  Customer Answer

  Date: 10/17/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I have spoken with ***** in regards to the charge of $106.82 and there was no balance due at all. ****** and ***** are not being honest. I spoke with ****** who stated he is unaware of why I was charged $106.82 and also acknowledged that I did not owe or have a balance. ***** refuses to speak to me because he knows he made a mistake and does not want to take accountability instead they get another employee to email saying I paid the $106.82 due to a past balance which is incorrect. I haven’t received proof of why I owe the amount of 106.82. I am being ignored by the Risk Management department on this issue and that’s unacceptable. They should be able to tell me why I was charged with proof of why. There hasn’t been not one document stating why I was charged. I e called several times in regards to this issue and no response. I would like to avoid having to file a claim in court due to Enterprise Risk Management department not professionally handing this issue appropriately. I have submitted proof that I didn’t owe any balance after ***** sent payment to enterprise. ***** and ****** are speaking on rentals that have absolutely nothing to do with ***** charging me $106.82 on April 14, 2022. 

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

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service 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.

  I rented a rental car on July 30th for a month which runs till August 29th. When I rented the car we knew there might be a case that we need to extend the rental. So we asked the agent if we can extend later to which he replied yes. Now we are in ********************. We need to extend the rental. As per enterprise website here ************************************************************************************ we can extend by calling the location where we booked it. I confirmed this by talking to few customer service agents and talking to an agent at one of the location here in ***********. The issue is the manager at the location *******************, refuses to extend but is suggesting me to return the car at any location and get a new rental which is so unethical because that way I have to pay drop off charges. Even the agents on the phone and agent at a location here in ******** told me that they are just trying to make it difficult for me. I tried to reach the company numbers so many times but nobody was able to resolve the issue. Can you please help.

  Address: *******************
  City: ***********
  State/County: **
  Zip/Postal Code: 32304
  Business Phone Number: **********

  Business Response

  Date: 09/09/2022

  Management reached to the customer to clarify the situation and make sure that they felt comfortable with how to proceed. They also reviewed billing with the customer. 

  Customer Answer

  Date: 09/09/2022

  Complaint: 17781403
  
  I am rejecting this response because:
  
  

  1. I received a call from manager that there was a miscommunication when he was on leave. I received guidance on how to proceed but I have some charges on my credit card which I cannot figure out. I tried to reach the ************************************* but there can't be reached. Help me understand the charges. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/30/2022

  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.

  January 2021 I was in an accident and my insurance reserved a car through enterprise, in a two week time period I had 4 different cars because issues with every car like check engine light, heavy cigarette smoke and tire issues. July 2021, I had another issue with my car and was placed with another rental through enterprise through my insurance and had to switch the car 3 times because of roaches, broken ac, battery died, and Check engine lights. The branch manager at north federal highway location in *************, **** apologized and offered me one day free rental to make it up and resolve the situation. The rental I picked up from the location had a broken radio and was filthy, I have pictures in the parking lot of enterprise if me wiping down the interior with my own baby wipes and they were black. I told an employee and they told me they were out of stock of disinfectant wipes and couldnt do it themselves. When I returned the car I explained the issues to ******* at the same north federal highway location and she assured me she would tell the branch manager that I shouldnt be charged at all for the inconvenience. The full amount of $375 was charged to my card and its been 15 days since I returned the car. I called enterprise customer service three different times in the past two weeks and every time they say only a manager can refund the payment and that they will call within ***** hours and I havent received a call back. The location called me directly 6 days ago and said they would resolve it and nothing has been done. I wasnt supposed to be charged anything but enterprise has taken $375 from me and not planning on refunding it.

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

  Business Response

  Date: 09/01/2022

  Management has reached to the customer, apologized for the experience, and issued the refund that was requested. 

• Initial Complaint

  Date:08/30/2022

  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.

  RA ********* I called the person said they extended me and they never did. I called back and was told the person was incorrect and I needed to end the contract and get a new one so I did that.However looking to my credit card I was charged $237.02 on Aug 21 $608.62 on Aug 21 $126.49 on Aug 22 I called about the issues and the person gave me another number to call ************). I called that number until eventually it just disconnected. I paid for my rental and should never have gotten charged 3 times. I understand I was charged for the extra days I used the car (since I was told I had been extended) I'm assuming that's what the $126.02 (even though it should have been less). My new rental agreement is $475.96. Why was I charged an additional $370?!?!

  Customer Answer

  Date: 08/30/2022

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

  Business Response

  Date: 09/22/2022

  Thank you for the opportunity to respond.  Management has attempted to reach to the customer multiple times at the contact information provided.  They do encourage the customer to reach back to them directly if they would like to discuss the matter further.