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 Company of Boston, LLC

  288 Washington St Boston, MA 02135-3503

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  62 Taunton Ave Seekonk, MA 02771-6130

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  59 Washington St Foxboro, MA 02035-1355

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  18 Cochituate Rd Framingham, MA 01701-7915

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:08/02/2022

  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. 

• 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 could not find my *********** for my ** pass. So I was told that they did not have transponders at this ******** **** address that I was renting my car from, although the airport one did. What I was told, was that their license plate on their car would work just as well as my transponder. So I went on to my ** pass website, and I found that I could enter the website the rental car, can I put the information in for the dates I was driving it and the license plate. Now, I have received two bills from Enterprise Rent-A-Car to my credit card, one of which included a charge to my card that included a service charge of 790. I am not happy about that. Only one of these charges so far hit my ** pass directly. I have not even been hit yet with the bridges to *** **** yet. I do not know if they will go directly to my ** pass, or if they will go directly to my enterprise. I called the ******** **** people who told me to use the license plate as directed, and they gave me a 1-800 number. The 1-800 number people told me oh no you have to go online and dispute this. when you go online to dispute it, the only thing that you can dispute is traffic citations. You cannot dispute tolls. So this does not help me. So what 800 number can't help me the dispute online can't help me nobody can help me. So who is going to help me put these fees on the credit that I've had since before a covid hit to go see my grandchildren finally for my grandson's graduation from high school. I'm disabled and poor. I don't have money to burn. And now my money is going out the window, money that I do not have. So I'm counting the pennies, to see if I can even pay my electric bill. I am not happy. I don't know what to do, because I'm not going to keep calling back somebody that's going to tell me to go and file a traffic citation dispute when there's no toll dispute place the file. These charges should have gone to my ** pass. Or they should have sent me to the airport to borrow a *********** like I asked.

  Business Response

  Date: 08/15/2022

  To Whom it May Concern, the Regional Rental Manager spoke to *** ********* today 8/15 and was able to resolve her concern. While the toll chargers were appropriate for the dates and times *** ********* had the vehicle we have refunded her $54.14 in the interest of customer service.

• Initial Complaint

  Date:08/01/2022

  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.

  My insurance company created a reservation for an intermediate car. When I arrived, they offered me a car whose back bumper had damage and the front fender had damage. The car was older and it looked like it had been in a light accident with another object (car, pole, etc). I told them that the vehicle wasn't acceptable and they told me that they didn't have any other cars available except compact cars. The manager told me that they had another ****** but they couldn't find the keys. They had plenty of cars. The agents admitted that the insurance company had a specific rate that they were paying and my reservation wasn't at the market rate! So, I guess they expected me to rent out their worst vehicle.The other option they presented me with was to take the damaged car and swap it out at a later time. So, I told him I'd be fine with that option if he documented the damage on the vehicle meticulously. He showed me the damage on an IPAD that had red indications all around the car, notating the damage. When I received my rental contract in my e-mail, the damage report wasn't attached. I asked him to send me the damage report or either print it out.He went back in the building and came back with a blank, paper damage report. I asked him what happened to the damage report he'd shown me earlier; He didn't have an answer. He filled out the damage report refusing to notate ALL of the damages on the car. I requested a cancellation because I was not willing to take responsibility for that car. I do not know if I was put on the "Do Not Rent" list; however, I know that when I called other locations, they would tell me they had lots of cars available and then when I gave them my reservation code all of sudden all those cars that they had were unavailable or in the shop. It is my belief that this company blackballed me. This reservation was a part of my settlement from the insurance company. Enterprise prevented me from receiving it.

  Enterprise *************** of Georgia, LLC
  ***********************************************************************************
  **********

  Business Response

  Date: 08/03/2022

  Hello - this has been resolved directly with the customer.  

  Customer Answer

  Date: 08/03/2022

  Complaint: 17645869
  
  I am rejecting this response because: I did not resolve anything with the company. The representative called and offered to swap out a car with me that I received from another location; the car I received was a mini-van and not in the class of cars that my insurance company requested. So, I'm still in the same situation I was in last Friday. In fact, he did not at all reference the days that I lost not being able to rent an appropriate car (Friday, Saturday, Sunday). I requested to be compensated for that. In fact, he was more concerned with the fact that I didn't have a time period listed in my reservation of when the car I currently have should be returned. Please also make sure that my complaint is posted to the BBB website regarding this business and location.

  Nothing was resolved.

  Thank you.
  
  
  
  Sincerely,
  
  ***********************

• 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.

  A rental car was provided to us by this location by insurance because we were rear-ended and needed a rental while our car was being repaired. This Enterprise gave us an Audi that was $15 over the amount authorized by the other party's insurance. The manager said they would collect the difference from the insurance. I specifically asked about worst case scenario if the insurance refuses and he said they could just reduce the rate to the rate authorized should that happen. I said ill take a cheaper rental car to not have to take any risk and both the manager and his employee said, not to worry they'll take care of it. So after the car is turned in, it turns out that the insurance didn't pay the difference and now various employees from this location who apparently don't know me and don't know any of this keep calling me to pay the difference. Each employee (5 total) called me, apologized saying they didn't know, said they would add notes and take care of it. Yet each time they called, each one said there were no notes and they had no idea. Then now they charged me without my approval on my credit card for the difference.

  Business Response

  Date: 08/06/2022

  We spoke to customer and refunded his full amount.
  
  Apologized to customer for the delay on this, and ensured hed be back to rent again from us.

  This should be marked as resolved. 

  Thank you!

  ***

   

  
  

• Initial Complaint

  Date:07/31/2022

  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.

  On Thursday 7/28 my daughter called Enterprise Car rental to rent a car to drive back to ******** as she she sitting on the side of the road her disabled vehicle. The person that she spoke to told her the location had a compact car, a ****** versa or similar vehicle, to rent for $82 @ day. I have the mail of this confirmation. Once she arrived at the location, a different Rep than she spoke to on the phone, told her they did not have that vehicle on the lot and they could provide her with a subcompact SUV @ $133 @ day. I spoke to the Rep on the phone and explained her situation and that she need a vehicle ASAP and that the company should honor the price she was quoted. He said he could not do that. My daughter and I agreed to take whatever they had as she was trying to get to ******** that day. I have since called Enterprise **************** twice and they said they would contact the location, because they had to do the price adjustment, and have the location contact me. So far I have not heard from the location. I would like to get this issue resolved as soon as possible!! I hope you can help.Thanks, ***********************

  Customer Answer

  Date: 08/01/2022

  I paid for it.

  Business Response

  Date: 08/02/2022

  Our Area Manager spoke to ************************* and left ***** a message as well.  We have adjusted the daily and weekly rate back to the original reservation and ****** was satisfied with this resolution.

   

  Thank you,

  *******************************
  Executive Assistant
  Enterprise Holdings

  Customer Answer

  Date: 08/02/2022

  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:07/31/2022

  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 have been renting a vehicle from a neighborhood location on Governor St in **************** since 05/20/2022. When reserving the vehicle I used a promo code that I found online thinking it was a code for the public to use. 2 months later after rewriting my contract with them for the SECOND time they inform me that I need to show proof that I work for the company that the code came from since it was coming up as a corporate code. I was very confused by this because I was never asked to show proof at the beginning of my renting the vehicle. The assistant manager was extremely unhelpful and unprofessional with the situation. She just said that they were training people at the time and they did it wrong so now she has to fix it and remove the promo bringing the vehicles daily rate from $35 to $87. After expressing to her that that price is not something I can afford she told me there was nothing she could do. I spoke to the branches actual manager who was a guy and he basically tried to blame me for the price being increased due to me using a code that was advertised as a promo code and THEIR EMPLOYEES not verifying that I was able to use that code. I asked if they could lower the rate to something more reasonable since I had already been renting from them for 2 months and paid almost $2500 for the car and it was an error made on their side. The assistant manager got quiet and stopped responding at this point. I am extremely upset by the way we were treated here at this branch. As someone who has worked in customer service many many times I understand the importance of righting your wrongs especially to uphold the companys name to the public. This branch obviously has not trained their managers on the customer service aspect of running a branch.

  Customer Answer

  Date: 08/01/2022

  I would like a rate decrease for my rental from Enterprise. They made the mistake and therefore they should be the ones to correct the issue. 

  Business Response

  Date: 08/03/2022

  Hello, we have investigated the complaint and determined that the discount code used by ********************* on rental agreement 6J6LWZ is for employees of that particular business which is clearly stated on their website. We understand this discount code information is unsecure and we are taking steps to correct that. We trust that this resolves this matter however if you have any further questions please contact me directly at ************. 

• Initial Complaint

  Date:07/30/2022

  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.

  On July 18, 2022, I rented a car from Enterprise. It was for a one way trip from ******** to ************, FL. It cost a ridiculous $724.85. When I looked at the bill on July 27, 2022, I noticed they took my deposit and tacked on hidden fees that were not included in my original quote. They said $300 was for a deposit. They kept it even though nothing was damaged. They charged an outrageous “miscellaneous charge” in the amount of $418.16 in addition to the car rental and other various fees, some I was not made aware of by Enterprise. When I called the employee, ***** to resolve it he said he didn’t know what that miscellaneous charge was but he “was sorry” and that it was “too late” to refund it. He tried to blame the ************ location for the miscellaneous charge but the ************ location said they have nothing to do with the billing. They are running a scam and give you the “runaround.” They promised to call me back and email me but they never responded to resolve these charges after I spoke with *****. I will never rent from them again and want the $418.16 refunded.

  Business Response

  Date: 08/05/2022

  Left voicemail with customer explaining that charge of $400 was a drop fee for taking vehicle to ************ Florida. As with every oneway rental there is a drop fee associated with taking vehicle to another state. Upon research, the amount charged was appropriate as it was current one fee on enterprise.com. Customer did not let us know that they were dropping rental off. Attempted to educate customer on drop/oneway process but did not understand according to branch. Left number and contact info for customer to discuss in more detail. 

• Initial Complaint

  Date:07/30/2022

  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 have been renting cars for years from enterprise around the country. Who ever regionally own these is not following the code and set of standards that have been put in place. I have an insurance rental that was confirmed and now I have called 8 different enterprises all of which cannot tell me who has cars they will not speak or work to me. They cannot tell me who simply has cars. It’s not that no one has them. They cannot search and tell me.

  Business Response

  Date: 08/17/2022

  Management from *** airport worked with the customer to resolve the situation for them.

• Initial Complaint

  Date:07/30/2022

  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 have a rental vehicle that I am uncomfortable driving. Enterprise tells me they can help me swap it out. However they never have a vehicle. I call a few times a week and have had no success. This vehicle is not comparable to what I typically drive. I do not feel safe driving this vehicle. I need another vehicle and have mentioned this several times. I should not have to drive a vehicle I do not feel safe in. I've called several enterprise locations and get the same response. "Sorry we don't have a vehicle". Vehicles get turned on everyday I do not understand why this is an issue. Please help.

  Customer Answer

  Date: 09/08/2022

  My original rental came out of Newport News, Va.  It had a flat and she rented another car in Norfolk, Va.  She had to rent several cars from the second location in Norfolk.

  618 J Clyde Morris Blvd, Newport News, VA 23601

  Business Response

  Date: 10/06/2022

  Thank you for the opportunity to respond.  The customer was offered multiple vehicles but only wanted a specific vehicle. The branch was able to switch this customer out twice until they had a vehicle they felt comfortable in.