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:08/05/2022

  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.

  I rented a vehicle through Enterprise from January thru March. I am a soldier in the Army and I had a school to attend in ********, prior to leaving my duty station I did a travel voucher and rented a small vehicle through my voucher with my government travel card. I arrived in ******** and went to pick up my vehicle when the associate helping me gave me a free upgrade because I was military and he was prior service. Once I returned from my trip I found out I was actually charged for the upgraded car and not what I had originally rented. I have tried getting in contact with multiple associates to resolve my issue because I cannot submit my voucher to pay off my Government Travel Card until I get my receipt with enterprise corrected. I have called and spoken to multiple associates who continue to tell me I will receive a call back and for over a month now I have yet to receive a phone call after speaking with multiple associates. My Rental Agreement number is *********

  Business Response

  Date: 08/12/2022

  Management called the customer and left a voicemail letting her know that he will refund the difference in price to her.

• Initial Complaint

  Date:08/04/2022

  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.

  When renting a vehicle Enterprise ran my credit 8 times changing my credit score by 120 points. My banking institution is the one that brought it to my attention printing out my credit report showing that Enterprise ran my credit eight (8) times in a 36 hour time frame dropping my credit score 120 points. When I brought it to Enterprises attention I was told that I didn't know what I was talking about. I then presented them with my credit report and was told that " my credit report is wrong". In going to " corporate I only got an automated system and was never able to get a hold of a human being. Going back to the Enterprise rental sales facility in talked with the manager only to have them deny the hits on my credit were not done by Enterprise ir that location where I actually rented a vehicle I was then told they would never run somebody's credit over and over again that there must be an error on my credit report. Another time. I again spoke with a different manager and was told "we were trying to get you the best deal based on what you were looking for" obviously now admitting that they ran my credit multiple times. I asked them to reach out to the ****** ********* ****** since I had been hit so many times on my credit to correct that and they stated " that it's not their responsibility to update the ****** *******." The argumentative manner the denial along with the blatant disregard for somebody's credit I'll never use Enterprise again, but that will not fix my credit I'll be paying for that for the next 12 months. Again Enterprise claims that they are not responsible.
  
  I am very upset and want to resolve with them contacting the three major credit unions having them move seven of the eight inquiries that they were not supposed to run.

  Customer Answer

  Date: 08/05/2022

  As requested the address = 

  ENTERPRISE CAR SALES

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

  Business Response

  Date: 08/10/2022

  We have reviewed the information provided by ***** ******** ***** and have not found where Enterprise pulled any credit reporting for her.  After a phone conversation with **** *************, we did discover her husband, ***** *****, had applied for credit to purchase a vehicle and Enterprise pulled his credit once on March 16th.  **** ************* was not named on the credit application. 

• Initial Complaint

  Date:08/04/2022

  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.

  I work as a housing inspector for ****.
  on Ocrober 28, 2021 I started working in the city of *********** and rented a car from enterprise rent-a-car. i renewed my rental for almost 3 months.
  On December 27, 2021 I went back to the enterprise facility located at the ************ airport to renew my rental (rental agreement *********) on january 1st i noticed that one of the tires needed air so i went to a gas station and put some air. the next day in the morning, i noticed the tire was a little low again, so i drove to the airport for enterprise to take a look at the tire and change it if needed. They offered me a different car and I agreed. on January 14th I returned the car rental and enterprise gave me my receipt with a $0 balance. ( I still have the receipt)
  On January 18th i received a voicemail from an enterprise representative telling me that they had found some bumper damage to the car that i had returned two weeks ago on 01/02/2021. I called back and told them that it was a mistake because when i returned the car it was intact and that the car was inspected by an enterprise employee. I called the specific enterprise location and they told me they didnt know why I was receiving this calls because their records indicated there was no damage to the car rental when i returned it. The damage recovery unit kept calling me and i spoke to many different people to try to find a solution but was unable to solve it. I asked them if they had a video when ireeturned the rental car and they said they did. so I told them to send me proof that the car was damaged when i returned it. they said they had the video but could not send it to me because the file was too big. instead they send me pictures of the car showing some bumper damage that someone else did. since hen they have been calling me and sending me invoices threating to sue me or send this bill to collection.
  Rental agreement #*********
  CLAIM # ******** with ENTERPRISE
  IF MORE INFO IS NEEDED PLEASE CALL ME.

  Business Response

  Date: 08/12/2022

  Management is attempting to reach the customer and has left voicemails for them.  They are letting the customer know that they are working on closing out the claim.

  Customer Answer

  Date: 08/16/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  I spoke to Enterprise management and they insist that I am liable without any proof. Management said they have over 100 cameras at the rental agency showing that when I rented the car, it was in good condition ( I agree with that) and they said they have a video that will be sent to me. I asked them to prove that the car was damaged when I returned it. I told management that if they can send me a video where I can see myself returning the car and the car is damaged I will pay for the damages(I’m sure they don’t have it because the car wasn’t damaged when I returned it) I suggested them it was possible that one of their own employees might have damaged the car or someone else because it was rare that they inspected the car when I returned it and it was in perfect condition, but 3 weeks later, they called me to tell me they have found damage ( makes no sense). They said they were going to look for that video and asked me to send them my email address in a text message to send me the video and I sent it to them on Monday but they never sent me the videos. I sent them another message again the next day asking for the video or a solution for this matter and they did not reply, I called them and they did not answered or called back. When I spoke to them over the phone on Monday, they insisted that I need to pay for damage that I did not do and threatened  that I will not be able to rent from enterprise or any of its other rental car companies.

  The telephone number of the person that I spoke to over the phone and sent my email address for him to send me the video is:      ***** *******
  
  
  
  
  
  Sincerely,
  
  
  
  **** ****** *****

• Initial Complaint

  Date:08/04/2022

  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 have a reservation made with the enterprise. And they are just playing games for last 1 week for my reservation. I have screenshots of my chat with the representatives who had assured me that the car would be available for pick up they just cannot guarantee the vehicle preference but the vehicle class is guaranteed. First all I shouldnt have been the one who would have to follow up with a rental company to make sure about the car but because Ive been getting calls from the location saying they cannot guarantee if theyll have it. Enterprise while booking guarantees the car for pick up just not what model from that class. I have been so disturbed for past 1 week and nobody wants to give any confirmation and the customer care reps talk something different and they keep saying we have escalated to the regional manager and theyll follow up with you. I have called their customer care talked to the manager and they just keeping saying well manage something for you. No location has the car around my zipcode as per them. No 7 seater, no 8 seater, no 5 seater as well. I know theyre just doing this because I am using a corporate discount code because the location I originally booked to said I am not sure may be if you remove the corporate discount code it might be available. My reservation number is ********** with the ****************, ** I have my family coming all the way from ********* and I needed the car for 8 people because of 2 car seats and they made sure to spoil everything for me while I booked the reservation almost a month in advance. No communication from their side until Aug 3rd to confirm if I am going to come and pick up and upon asking to check if they have the car available I was told they cannot guarantee that. So what am I suppose to come to pick up I didnt understand.

  Business Response

  Date: 08/08/2022

  The management team spoke with the customer and found a vehicle for him that accommodates his needs. They also compensated him for two days of the rental for the major inconvenience. The customer stated they were happy with that resolution. 

  Customer Answer

  Date: 08/14/2022

  Complaint: 17670563
  
  I am rejecting this response because:
  
  1. I didnt state I am happy with the resolution because the car I got was not what I wanted and didnt solve my whole purpose. I had to still take my other car and spend gas on it and secondly it was a day late from my reservation which incurred me expense from the airport to home because of which I had earlier booked my reservation starting from Aug 4th. If that wouldnt have been the case I wouldve anyway taken the car from Aug 8th instead. Those 2 free days werent any worth for me, it was the regional manager who gave it to comply with their loophole. Also, I was told that the company will send a check or something to compensate for the expenses incurred from the airport about which I have no response from the company yet. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/16/2022

  The area rental manager spoke with the customer.  A refund was provided in an effort to resolve this.  The customer has the managers information if they have any further concerns. 

  Customer Answer

  Date: 08/17/2022

  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:08/03/2022

  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.

  On December of 2021, I was involved in an accident at the ***********, FL Wal Mart; subsequently, my van was taken to ******* Collision in ********, **. I picked my van up from ******* on the 18th of February; I returned the rental back to enterprise the same day at the **********************. After discussing the situation with my insurance company, it was determined that I was being overcharged for three days, the 19th-21st; my insurance adjuster, and myself personally, were promised that in addition to the $45 that was refunded, I was due an additional $90.25. Enterprise promised me and the adjuster that the money was forthcoming. However, the promise was never carried out, and the money has not appeared in my account, even after I contacted their corporate office.

  Business Response

  Date: 08/11/2022

  As of 8/4/22, a refund was processed in an attempt to resolve the situation for the customer.

• Initial Complaint

  Date:08/03/2022

  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.

  *************** recommended this rental location for 34 days. After I turned the car in a received a bill for ******! Where ****** $ was charged for additional insurance I did not accept . I didn't need additional insurance ! They just sneaked in these charges ! Please refund !

  Business Response

  Date: 08/09/2022

  Management has reached to the customer to resolve the situation.  A refund has been issued as compensation. 

• Initial Complaint

  Date:08/03/2022

  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.

  From: ************************* <*******************************************>Date: Wed, Jul 6, 2022 at 2:13 AM Subject: enterprise rental To: ******************************************** <********************************************>Hello. My name is ************************* and I had to rent a car from enterprise from June 22nd to the 29th because my car is at the dealership getting fixed and the dealership was still working on the paperwork to approve a rental so I can go to work. The paperwork took longer so I had to pay out of pocket with my savings and enterprise knew about my situation and they were harassing me to return the car and I told them that I needed to go to work. I spoke to the manager and he gave until July 2nd to return the car or I would be blacklisted from renting a car in the future and report that I stole the car. I returned the car and they were supposed to refund me back the $300 deposit, but when I spoke to them they told me my refund was only $59. They told they charged me until the 2nd using my deposit that I was supposed to get back after the car is returned. I am still waiting for my deposit back and they refuse to give me my money. This situation has caused a financial stress on me and my mom because I am sharing a car with my mom with our opposite schedules and she has had to leave work early for me to use her car so I can work. I want a full refund of $406.70 including my $300 which the total for my rental was $706.70. I do not appreciate being threatened with being blacklisted from renting a car or a stolen car when they knew I had it. I have never had issues with them and I never want to rent from them again. This is the worst service I have received from a business. please help me. I need my money back. Thank you and have a great day Sent from Yahoo Mail on Android

  Business Response

  Date: 08/04/2022

  The area manager attempted to reach to the customer by phone, and when they could not reach them, they left a voicemail for the customer to go over billing and deposit. The Area Manager spoke with her back on 7/1 about making payment if she needed to extend rental, or  informed her that she would need to return on Saturday 7/2 to help her out. She stated she wouldnt be able to pay anymore and that she still needed the car. They agreed at that time that she could use one more day out of her deposit then return on Saturday, which she did. The location closed out the ticket on Saturday and refunded what was left of her deposit. 

• Initial Complaint

  Date:08/02/2022

  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 Beleive that Enterprise at *** of ************** is taking advantage of unsuspected *** Clients that did not get a Loaner. Enterprise is aggressively trying to collect $150.48 from me Insurance I declined on a rental paid by *** of ************** while my car was getting service I'm wrongly getting a **** for insurance I declined to get, I was shown to put initials on Insurance I did not want or need, and l complained about it. I HAVE INSURANCE. This happend at the *** of ************** while my vehicle was getting service, *** of ************** offered me a loaner free of charge, and later was approached by one of the executives letting me know they had run out of loaners but that they will pay for a rental, and directed me to the enterprise counter, this service was for 2 days, I returned to pick up my vehicle and the vehicle was not ready and while I was holding the rental agreement *********************** from the *** service department looked at my rental agreement to see the dates and HE saw I was getting charged for insurance, he was a bit upset and WHENT to the enterprise counter to get it straight away and came back telling me that the person that helped me had said that "I wanted insurance on the vehicle", which was not true because I have Insurance, so I went there my self to speak with the enterprise associate and he had left, there was another lady a the time and said she was going to let them know. When I returned the vehicle a few days later the same lady told me that they were going to review it. I told her that *** had put me in a rental and I have signed it but was not aware of it, this issue was addressed several times and that I felt cheated and that enterprise at *** of ************** was taking advantage of unsuspected *** Clients that did not get a Loaner. *** of ************** should not tolerate this type of behavior and change rental companies.I can provide Mr. ****** Phone number if required or you can ask for him at *** of **************.

  Business Response

  Date: 08/11/2022

  Management has resolved this situation with the customer. 

  Customer Answer

  Date: 08/12/2022

  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:08/02/2022

  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.

  invoice ************, reservation 69CGGD Enterprise overcharged me for a rental. I rented a car because my car was in the shop for 47 days, and my auto insurance, Wawanesa, direct bills Enterprise. Wawanesa rate, and the car I rented was supposed to be for $30/day. Wawanesa paid Enterprise for 47 days. When I rented a car on 4/30/22, the car they had for me had more damage than the car I put in to the body shop. It had dents, rust, and was not clean - I was **ncerned with the **ndition of the car, and the manager kept making excuses, told me if I want a different car I would have to pay more. I called customer service (CS) and **mplained. About 10 min after driving the car from the San ************* low air pressure lights appeared in the dashboard. I called the *** and they told me I **uld either put air in or call roadside assistance. Since i did not have time because I had plans, I put air, drove the car, and the low pressure sensors came on again. I called roadside assistance (RA) the next day, apparently there was a slow leak, and they directed me to change the car at the local ************* where i was located. On May 1, I got a Camry. A few days later, police stopped me because of the tag. I called RA, they said they don't handle it, directed me to *** CS directed me to RA, then **uldn't drive until 5/11 morning. They sent me to another local agency in *******, they said they didn't have cars, sent me to ************ 5/12, they said only had vans, Drove the van back, then 5/13 Fremont gave me a Malibu until I returned it 6/15. CS said they would give credit for 3 days. They did not. ************** tried to bill a thousand, then later billed 400, tried to tell me it was for "taxes & fees", said the rate was the same the whole time, hung up on me when i disputed, and somehow **nvinced the credit card ** that they were right. ****************** paid enterprise $1410.

  2633 Camino RamonSan RamonCA94583

  Business Response

  Date: 10/13/2022

  Thank you for the opportunity to respond.  The area manager left a voicemail for customer and assured them that we will refund him. They apologized for the run around and his experience while stating that there were many situations throughout his rental process that do not reflect our expectations and processes. They mentioned that they would love to hear his feedback and do whatever they can to earn his business back. They asked that the customer give them a call so we can connect and talk through anything else they can do to make it up to him. They re-stated the bill and the amount they would be refunding him of $137.77. They restated their name, position, and phone number asking the customer to give me a call back to resolve things further.

• Initial Complaint

  Date:08/01/2022

  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.

  I rented a car from Enterpise Rent A Car through ******** ******* ******. The car was rented from their ******, Poland office on 7/29/2022 and returned on 8/1/2022. The employee intentionally mislead me into believing I had insurance coverage and after returning the car I have received an email claiming I don't have insurance coverage and that the rental car incurred hail damage while I had it. That definitely did not happen since it is the middle of summer and there was no hail anywhere near ****** in the 48 hours that I had it. Furthermore, the car had prior hail damage when I received it so if there genuinely is any damage it most likely occurred whenever the existing damage occurred. They are now trying to charge me for the full price of the car repair with no evidence that I have caused any damage to the car.

  Business Response

  Date: 08/12/2022

  The location management reached out later on 8/2 to confirm that after reviewing the vehicle history, they were closing the claim. They apologized for any confusion around the coverage and tried to explain fully the policies.  They asked that the customer contact them directly if any additional assistance was needed.