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

  179 Chief Justice Cushing Hwy Cohasset, MA 02025-1203

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  18 Cochituate Rd Framingham, MA 01701-7915

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  63 Jefferson Ave Salem, MA 01970-2956

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:08/29/2022

  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’m writing this letter due to the nonethical and deceptive business practices at: *** **** ***** ********** ** *****. In addition to requesting my refundable deposit of $50 and the non-authorized $400 a total of $450 to be refunded to my bank account.
  On July 1, 2022, about 5 pm, I arrived at your local office: *** **** ***** ********** ** *****. I advised the salesperson that I’m a caretaker to my mother and that’s why I own a midsize SUV it is easier for her to get in and out of my vehicle. Immediately the salesperson states that “No problem we can upgrade you to a SUV, just call ******** ****** on Monday to advise of the upgrade / we do this all the time”. I advised the salesperson that I did not want to be responsible to any additional fees and I did not want to sign for the amount owe for the rental; but the salesperson assured me that this was standard practices and that
  ******** ****** will approve for the upgrade.
  After returning the rental on July 12, 2022, Enterprise salesperson began calling me (over 40 times) to inform me that ******** ****** will pay for upgrade, but they required that I speak to them. I spoke to ******** ****** adjuster who informed me that in the state of MO they do not pay for upgraded rentals. I phoned Enterprise and advised the salesperson that ******** ****** will not pay for upgrade. Enterprise salesperson advised that they would contact ******** ****** again.
  On August 26, 2022, Enterprise without my authorization debited my bank account for an additional $400.
  Enterprise salespeople are supposed to be the professionals and should have not upgraded my rental without obtaining approval from ******** ****** and stop forcing customer to sign an agreement amount payment for an upgrade that the customer has fully expressed that they do not want to pay out of pocket for anything outside of the refundable $50 deposit.
  I’m requesting my refundable deposit of $50 and non-authorized $400 a total of $450 to be refunded

  Business Response

  Date: 09/08/2022

  Management has spoken with the customer to discuss the situation.  They are processing a refund and working with the insurance company on an extension.  The Roadside charges were also refunded. 

• Initial Complaint

  Date:08/29/2022

  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 received a rental car via enterprise through my insurance company after we went through a flood. I contacted enterprise on either the 12th or 13th of August 2022 about when the rental had to be returned. Enterprise informed me the car was paid for by my insurance company until August 23rd,2022. I returned the car August 23rd. The returning attendant said all was good and refunded my deposit. Now today enterprise contacts me and is wanting payment for the full month of August after they told me it was already paid. The conversation of them telling me it was already paid is reference # ******.

  Business Response

  Date: 09/22/2022

  Thank you for the opportunity to respond.  Management from the location has attempted to reach to the customer by the email provided.  Management had also discussed this with the customer previously on the 31st of August.  They do encourage the customer to reach back to them directly if they would like to discuss the matter further.
  
  

• Initial Complaint

  Date:08/29/2022

  Type:Sales and Advertising 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 involved in a car accident on June 9th. My car insurance covered the car rental allowance. The two people that came to drop off the rental on June 24th, they asked for a credit card to keep on file. I was charged $105.86 before ***** **** paid the claim. They state that that is my responsibility I have disputed the charge but the card company said I needed to take it up with Enterprise. When I called for the rental there were no cars available in my $16 a day maximum allowed by the insurance company. When the car was dropped off, the agent said that they would process it at the $16 a day instead of the $24.00 a day.

  Business Response

  Date: 09/12/2022

  Management has reached to the customer to discuss the situation.  In an attempt to resolve the complaint, a $25 refund is being processed for the customer. 

• Initial Complaint

  Date:08/29/2022

  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 were provided a rental that had a known issue of a tire with a slow leak. We were told it was fixed by resetting the “warning light”. Resetting the warning light did not fix it. We tried calling the branch, they were closed for the evening. We called the road side assistance we paid for and were told to call the branch the following morning. When we did, we asked to exchange the car at a location near us (one just a few minutes from where we were staying as opposed to the the 5 hour drive back to the airport where we picked up the car), and were advised that our option was to return the car to the dealership and exchange it.
  
  We decided to try not to use the car as we did not want to waste an entire day returning the car when we only had a few days to visit family we had not seen in years due to COVID.
  
  When we returned the car the manager “confirmed” with the person who signed out the car that the light had been on and reset. In light of the issues, the Heathrow manager agreed to refund 3 days of our rental £257.14 and £34.58 (roadside assistance) also the £148.33 optional protection totaling £440.05 (approx $540). We had to leave to catch our flight, so I took them at their word that they would do as agreed.
  
  Once we arrived home we were charged the full sum. We tried to work with Enterprise and had no response to phone calls or emails. Disputed with our American Express card and they were sent a copy of our original rental agreement.
  
  Really, we just want them to do what they said they would. To have integrity.

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

  Business Response

  Date: 09/28/2022

  Thank you for the opportunity to respond.  Management has reached out and resolved the situation directly with the customer. 

• Initial Complaint

  Date:08/29/2022

  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 car through Enterprise Rent-A-Car they have a booth and ****** **** **** in ******* ***** I had to give a $300 deposit before I rented the car it's been almost a month and I haven't received my $300 deposit back every time I call it's like speaking to a child the unnasty obnoxious and rude. That's $300 was from my mother who's 90 years old and very sick and doesn't have a lot of money yet Enterprise refuses to put it back on her card. The place where enterprises is $4,000 Thor road ******* ***** Florida it's inside ****** **** ****. It's like they are stealing the $300 deposit they refuse to return it and I really want my money back I'm going in this direction cuz I don't want to go there and cause a big confrontation thank you so very much for your help

  Business Response

  Date: 08/30/2022

  Management spoke with the renter and advised that his deposit was used to cover the cost of the vehicle for the entire rental that he owed. He is seeking reimbursement through the party that was at fault for the accident that required him to rent a car for transportation. Customer is aware, and it is resolved on our end.

  Customer Answer

  Date: 08/30/2022

  It's great that somebody on the phone actually help me out today after 3 weeks going back and forth people hanging up on me not answering the phone never call me back today somebody actually spoke to me like a gentleman and got things done
  
  ****** ******

• Initial Complaint

  Date:08/29/2022

  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.

  Ally M *** of Enterprise Rent-A-Car is assigned to my account. She had reached out to me to discuss paying a deductible. When I had questions about the situation, **** hung up on me. I have requested multiple times for **** to reach out to me with her manager to discuss her conduct and she has ignored each of my requests. I have left a voicemail and emailed her many times. At this point, I feel this may be a scam call given how unprofessional Ally has been through this entire ordeal.

  Business Response

  Date: 09/26/2022

  After speaking to the customer, he understood that his insurance *** did have the opportunity to inspect the vehicle and the vehicle was held at the body shop for that reason.  The claims center manager also reached out to the customer to go over his concerns about the claims center employee he was dealing with.  The customer also arranged a pay plan to pay for the deductible portion of the loss.  He was good in making this arrangement after speaking with the claims center manager.

  Customer Answer

  Date: 09/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/29/2022

  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 was in a car accident in November of 2021 and needed a rental car from 11/21-first week feb/2022. The amounts that I was told to pay, I did and my account was closed and fulfilled. In May 2022 I got a charge for $623 from enterprise and I reported it as fraudulent because to my knowledge, my time with enterprise was already completed. I even called them at this branch to find out why there was an unexpected charge. The representative on the other said he had no idea why I was charged and that my card might've gotten hacked. In July, I got a letter stating that I owe $623 and if I do not pay within 30 days, it will go to the credit bureau. I called the in house credit org that sent me the letter and after a lot of back adn forth, we realized an employee at this enterprise branch messed up the billing process and and trying to cover up their mistake by recharging my card without my knowledge. Instead of adjusting a payment, they VOIDED a payment. I was charged 4 different times from enterprise and I would like my refund on the $600 amount that was recently paid out of desperation to preserve my credit record. The representative at the in-house location agreed that the mistake of the employee cost me the money that I am not getting reimbursed for compared to the other charges during my accident. I have all the amounts on paper and would like to get this resolved because I had to shell out my own money to avoid issues with my credit since this branch never got in touch with me though phone or mail until it was sent to the in-house credit bureau. This branch is irresponsible and messing with people's money and needs to be re-trained or disciplined. I am not the only one that has fallen victim to this location and I have more people with horrible personal experiences of them taking money with no reasoning.

  Customer Answer

  Date: 08/29/2022

  Enterprise Rent-A-Car 

  165-07 *************

  Queens ** 11358

  Business Response

  Date: 09/08/2022

  Management reached to the customer to confirm the proper charges. Copies of invoices were also sent so that the customer has a copy of this correct billing.

• Initial Complaint

  Date:08/29/2022

  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 name is ** ***** * *****, and my *** ** **********. Up until around February of this year, I frequently used enterprise for rental vehicles, as with my job I am consistently sent out of state. And in February my relationship with Enterprise abruptly seemed to end, and I am seeking a resolution to this, as what happened to me is very unfair and immoral and I feel that enterprise standards and mission statement was far from followed. In January into February, a short termed rental of an *** turned into an extended rental, when my daughter and I feel drastically Ill after contracted Covid 19. I contacted enterprise directly and explained to them, the same day of the rental after arriving at our hotel, that the front axel of the *** seemed to be broken, it would constantly veer right when trying to back up or park. It made it quite dangerous to drive. It was rented from the airport almost approx 9 miles away from the hotel. Never once did enterprise offer to switch the vehicle or pick it up. They wanted the vehicle returned. The next morning my daughter and I were hospitalized for what became a 1 month inpatient hospital stay. While My daughter was on a ventilator at 4 years old, and I hospitalized and barely able to talk. I had to coordinate with someone from enterprise. who called me everyday to get the car back, even though they knew what was going on. They billed my card and the amount quoted was taken. And I was able to get permission to have my mother take it and drop it off down the rd in ******** ******* to the enterprise. So she did that. However when dropping it off my mother in law discovered an uncapped used needle in the 3rd row in the seat where my baby had been sitting. Terrified I told enterprise and I knew this car wasn’t clean before I took it. I never once got a sorry or sense of empathy. No one cared. Now I find I’m somehow banned and can’t rent anymore and I owe money? I don’t know how and I need it fixed asap! This was for a rental ******** ****

  Business Response

  Date: 09/01/2022

  Management has attempted to reach to the customer multiple times at the contact information provided.  We encourage the customer to reach back to them if they would like to discuss the situation further. Thank you.

• Initial Complaint

  Date:08/29/2022

  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.

  On 8/19 the rental I got malfunctioned and broke down on me. I immediately called roadside assistance with the ************ at 945pm, both myself and the officers stated that the car was indeed in an unsafe location and needed roadside asap. I was told they would be there in an hour. 4 hours later there was NO roadside assistance. At 230am I called again and found out the first agent never even bothered to put the call out. The entire time I was standing in the dark next to the car. I finally received confirmation that roadside would not be there until 10am. I then had to get a hotel because I was NOT going to stay outside for over 15 hours. When roadside finally showed up they got the car prior to meeting with me directly and just took the car. I then went to a different enterprise to get a replacement, the replacement ALSO had a malfunction that would not gage tire pressure correctly. I was advised I would receive a refund on money and points and reimbursement for hotel. Only received 1 out of the 3. Now enterprise is trying to charge me for the malfunction on their rental. I WANT THIS REMOVED BC I TWAS NOT MY FAULT THE *** MALFUNCTIONED. I HAVE PICTURES AND VIDEO...AND PROOF OF ALL TEXT MSGS BETWEEN MYSELF AND ROADSIDE ASSISTANCE. This is COMPLETELY unacceptable

  Enterprise Rent-A-Car
  *****************************************************************
  **********

  Business Response

  Date: 09/06/2022

  Management attempted to reach the customer to explain the situation. They left a voicemail on Wednesday 8/31, Thursday 9/1, and Tuesday 9/6 but have not received a phone call back from customer. 
  
  
  To further explain the situation, a customer picked up a car from our ****, ** location on 8/19 around 1030am.  The rental car stalled, and engine lights came on dash around 10:30 PM while traveling in *******. Customer had to buy Hotel room and get a new vehicle the next morning. We then had the original vehicle towed to the nearest Enterprise service center so they could diagnose the issue. Once this vehicle was diagnosed, we received an email from our ************************* that this vehicle had fuel contamination and was filled with *********** which caused the vehicle to stall and stop running properly.
  
  
  We have already taken care of all charges on this rental for the customer and also mailed an overnight check to her for reimbursement of the one night stay in hotel room for $118.

   

  Customer Answer

  Date: 09/07/2022

  Complaint: 17789269
  
  I am rejecting this response because: I never received the overnight check, I would like to get the tracking number, if there is one since they utilized ****** because I never received it. I also never put the wrong gas in the car. I did try calling and never received an answer. Will try calling again. But the check was never received and the 3612 points was never returned back to me. I truly do enjoy using Enterprise, and never really had an issue  before this. So I am hoping to get everything sorted out, because I do rent cars frequently for business, not just for myself, but at times for other employees with my company.
  
  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/16/2022

  They have not sent the refund check as of yet. That i was told twice they were overnighting via ****** Never received the tracking number for either time. Also still have not had 3612 points refunded back to my account i was told over 3 weeks ago would definitely be done asap. So nothing has happened at all.

• Initial Complaint

  Date:08/29/2022

  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 car was repaired at ******* ****. The damages were paid for by the ******* ********* *******. ******* **** called for Enterprise Rent -a-Car to drop off a rental vehicle. Enterprise was supposed to collect the monies from the ******* ********* ******* and not me. Enterprise personnel kept calling me about getting the money from the ******* ********* *******. That is not my job. I am the claimant and the ******* ********* ********* insured hit me vehicle. The insurance claim number is *************. Enterprise-rent-a-car illegally charged my bank account $193.07 causing a significant overdraft.

  Customer Answer

  Date: 08/30/2022

  Enterprise Car Rental, 271 W Market, Akron, Ohio 44303, 330 434 2525 is the location 

  Business Response

  Date: 11/07/2022

  Thanks for the opportunity to respond.  Management has processed a refund for the customer.