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.

close

Find a Location

Enterprise Rent-A-Car has 2246 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/29/2022

  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.

  My auto insurance pays $40.00 per day for an auto rental. As a service, they set up the rental with Enterprise. At no time was I told what the rental rate was or that it was more than the $40.00 ******** allows. After I returned the car, I found a $140.24 charge on my Master Card. I called Enterprise to find out what the charge was for, and I was told that the car rented for more than $40.00 per day. Further, I was told that Enterprise does not have any cars that rent for under $40.00 per day I should have been made aware that the car rented for more than the insurance company allowed. Also, the car provided was a luxury model. I had nothing to do with the selection.I spoke to a person at the Enterprise site that I rented the car from ************************************ and voiced my complaint. He never got back to me. Further, ****************** should not set me up with Enterprise if they do not rent cars for the allowed amount. I want Enterprise to refund the $140,24. They should make renters aware of the rental fee, especially when it is more than the amount allowed.

  Business Response

  Date: 08/04/2022

  After speaking with the customer, there was a misunderstanding with the cost of the rental. The customer mentioned with a prior rental in December he incurred $1.50/Day expense for a full-size car, and in the most recent rental in *** was $14/day for a Lexus. The customer stated he was under the impression the prices would be the same as last time he rented and that they wouldnt have rented it for that cost. Assured him for next time all employees will clearly explain the total cost per day to avoid any confusion as well as refunded the $140.24 for the misunderstanding.  

  Customer Answer

  Date: 08/05/2022

  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:07/29/2022

  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 rented vehicles from Enterprise Rent A Car ******* Initially, we were advised that we had no mileage cap on our program. We have previously executed contracts where this was the case (it stated that there was a 3500 mileage cap per month however we were advised by ***** *, our Enterprise Rep at the onset that this was not our deal and thus it was never charged while he was our rep). Skip forward a few months of successful rentals and transactions BUT then there were some over-vehicle volume issues that made me call our rep, ***** *, and advise him that they no longer had our permission to charge our credit card freely as we would now require them to be audited by us prior to payment and that ONLY I WAS AUTHORIZED TO SIGN CONTRACTS ON OUR COMPANYS BEHALF. ***** agreed and understood and took our credit card off file. They then still continued to rent other staff vehicles without my consent or signed contract that was explicitly explained to them was no longer authorized (we RECORD our phone calls so I have confirmation of ***** stating this agreeing and confirming that we had these conversations and that I advised him last year that only I was authorized to sign the contracts).
  
  ***** *, the enterprise rep took a different position and we were given our new rep **** to take care of our account. When **** took over the verbal mileage agreement we had seemed to disappear without notice or conversation. As mentioned before they also continued to rent vehicles without company authorization to what seemed like anyone that came into their office.
  
  Once we no longer needed the rental service the company gave us a $70,000 bill. They excessively charged us KM's over mileage even though our Rep ***** advised our sales manager there were none. They are using the wording in the agreement stating that there was a 3500km limit as their defense to charging us these excessive km charges but not taking the months rented even into account stating its our fault for not reporting

  Business Response

  Date: 08/04/2022

  We have been working directly with ******* ******* on resolving the concerns noted on this complaint. We have reached a resolution to *** ********* satisfaction and this matter is now closed. Please feel free to contact me directly if you need anything else from my end to close this matter.

  Sincerely,

  ***** ******

• Initial Complaint

  Date:07/28/2022

  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 I returned the car on December 17, 2021, they found dents on top of the roof, likely caused by hail. They claimed I was responsible for the damage.
  
  When I rented the car, the local branch representative didn’t offer me any car rental inspection form. I never left ***** ***** and there was no hail between 11/11/2021 and 12/17/2021 in ***** *****. In addition, the car carries a ***** license plate, it had to be transferred between locations. I am not sure whether the damage was there before or not, especially the damage is on top of the roof.
  
  As such, I requested to review the previous ten or so contracts to verify that the damage was not there before. They said they were unable to release any prior rental agreements as there is a need to protect their renter's privacy. Then I requested to review the previous ten or so inspection forms and never received any response form them regard this request.
  
  On June 9, 2022, they sent me an email to request me pay $950 damage within 10 business days. Otherwise, they would turn this matter over to a collection's agency, I offered to pay $500 on June 21, 2022. Meanwhile, I kept requesting to review the previous ten or so inspection forms and still no response. Today (July 28, 2022), I received an email from them again. In the email, they claimed they have made multiple attempts to contact me regarding payment for this claim and requested me to make the remaining payment within 10 business days.
  
  I don't feel this is the right way for a big company like Enterprise to handle this. I don't have problem paying for the damage If previous ten or so inspection forms don't indicate any damage on top of the roof (even I still don't think I am responsible for the damage). The problem is that they never responded my request.

  Business Response

  Date: 08/11/2022

  This response is from the Area Manager:
  On December 17th the customer returned a rental that she originally picked up on November 11th.  When the customer first picked up, a walk around was done with the customer and other damages were notated on the vehicle; however nothing was notated indicating that the roof or the hood was damaged.  The customer did sign our contract via our ********* indicating that the damage that was seen on the vehicle was notated and documented.  When the customer returned another inspection was completed and during this inspection it was found that there was damage to the roof and hood.  The damage notated was dents that appeared to be hail damage.  The branch proceeded to check the history of the vehicle which did not indicate that there was any prior damage notated on the hood or the roof.  Since there was nothing notated on any prior rentals, the branch did key a damage claim for the vehicle returning in a different condition.  Once that damage report is completed the branch does not handle the claim any further and any prior review of contracts/history of the vehicle would be completed by our Damage Recovery Unit.  Based on the notes of the claim it appears that the Damage recovery unit did try to follow up with the customer on numerous occasions but on many of the occasions did not get an answer or a return call.  At this point, I am unaware of what more the branch can do to rectify the situation. 

  Customer Answer

  Date: 08/12/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  First, a walk around wasn't done with me.

  Second, Damage Recovery Unit's claim that they tried to follow up with me on numerous occasions but on many of the occasions did not get an answer or a return call is not true. Please see attached the email communications between me and damage recovery unit.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:07/28/2022

  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.

  Dear BBB,
  
  I secured a Van rental on 2/16/2022 with Enterprise *** ******* ** ******** **. Confirmation number #********** for $484.91) to pick up on 7/21/22 at 12:00PM EST. I was called on 7/20/22 @ 6:02PM EST by ****** and was left a voicemail stating that they are unable to rent me a van. This is the NIGHT BEFORE I am supposed to pick up the van for a long-planned trip in which I am the only driver. I called them first thing in the morning and pleaded with them, stressing the importance of this reservation and the negligence of a business to do this to a long-time customer. I had to find a van myself with a separate rental company **** **** ***** *** **** ****** **. Reservation number #********** for $1,578.92), and want to be reimbursed for the difference in price ($1,094.01). I believe this is a fair request, given the inconvenience they have put me through. If this is not honored, I will make sure to let the public know that this can occur to them, so that they are forewarned. I was fortunate to be able to secure a van, but others may not be so fortunate.
  
  Thank you for your time,
  -******* ******

  Customer Answer

  Date: 07/28/2022

  I read your reply and I am a little confused, but I BELIEVE you need an alternative response than financial reimbursement. I do not see a list to choose from from your website, so I will pick Credit. 

  Does that help?

   

  Regards,

  ***** ******

  Business Response

  Date: 08/04/2022

  We have reached out to the customer on 7/29 as well at 8/4 and followed up with an additional email to resolve this matter for the customer but have not yet received a response back. We are more than willing to make things right and are waiting on a response from the customer.

• Initial Complaint

  Date:07/27/2022

  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.

  Four years ago I received a letter from Enterprise rental car about an outstanding bill I had two years prior. The insurance was not paying for my rental I had to use while my car was being fixed because of an accident. This happened two years prior and I was just receiving a bill from Enterprise. I spent a lot of time trying to figure this out and was really frustrated that I was being notified of this TWO YEARS after the incident. They had no answer for why I was sent the letter two years later. Reason I was given was it was a system issue. I had to go back and get with the insurance company and Enterprise to get this resolved trying to remember what happened two years ago. After lord of work and time spent trying to rectify this, I finally had the insurance company settle to pay half and I paid out of pocket the other half. Finally, I thought this was resolved. The End. Today, I am trying to rent a car and being told I have an outstanding balance and cannot rent a car. Once again, I thought this was rectified and paid and being told it was not. Why am I being told this again two years later that this is still on going and now I still owe the outstanding balance when I was told this was rectified two years ago? This incident happened four years ago and out of the blue, ** getting told this has not been rectified. I no longer have the same insurance company and aguan I need to start again and find out why Enterprise is still charging me when I already paid. Not acceptable that this company has dropped the ball twice with no apologies and trying to thaw more money from me. This is ethically and morally wrong. Is this being done to get more money from me. Why am I not being notified after four years that it still has not been resolved . Shame on them and all they can say is sorry I was never notified until two years later. The person I dealt with was ******* and Corporate. They are trying to take more money from me but strangely how they dont have any notes. 54NZZY

  Customer Answer

  Date: 09/20/2022

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

  Business Response

  Date: 10/10/2022

  Thank you for the opportunity to respond.  Our Group Rental Manager made contact with the customer, ************************ regarding his rental from 3 years ago.  We explained that ***** did not pay Enterprise at that time, but we will write the balance off and remove the customer from DNR.   Our Group Rental Manager provided ************************ his contact number in case he has any further questions.

• Initial Complaint

  Date:07/27/2022

  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.

  While my girlfriend's vehicle was being repaired by the dealership, they provide us with a rental vehicle from the company Enterprise rent-a-car at ***** ******************************************. When I took possession of the rental vehicle (Kia ***** 2021 on June 15th, 2022), we did a pre rent inspection and the guy told me that he always presses on the front bumper before renting a car to see if anything is loose or broken. I never saw that before, but I didn't make a big deal of it. Couple weeks later, on the 20th of July 2022, when we bring the vehicle back the same guy is there and tells us to wait inside and he gets out. He comes back 45 seconds later and tells us that the front bumper is broken, so we go look at it and he presses at a very specific spot on the bumper grill so we can see that it is cracked. We drove the car for weeks and never saw that. He had to know that it was broken before he gave us that vehicle. So he starts telling us that it is the sad part of his job and that he have to report us and he charges us 300$ to cover the repairs. He also tells us that we will receive the full **** by the mail. And he also told us that if we don't pay, we will get sued by the company.

  Business Response

  Date: 08/05/2022

  In an effort to resolve this complaint, the branch manager has waived the Damage Claim and informed the customer of the resolution. 

  Customer Answer

  Date: 08/05/2022

  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:07/26/2022

  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.

  Local ******** ** Enterprise charged ** for "excessive" cleaning. We have provided photos of vehicle taken when returned showing the vehicle was clean and in same condition as day or rental. Enterprise without notice charged us an extreme amount for this service which was not needed. We have filed a local complaint with the branch manager and have not gotten resolution. We are seeking full refund of amount charged wrongfully in the amount of $150.00.

  Business Response

  Date: 08/11/2022

  The $150 charge was refunded to the customer's account on 7/28 in an effort to resolve this complaint. 

  Customer Answer

  Date: 08/11/2022

  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:07/26/2022

  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 blocked from renting a car for unknown reasons. It has cost me lost revenue and Anguish. I need this to be resolve immediately. Every time I attempt to rent a car, I am told that I cannot without any explanation or avenue of resolution.

  Business Response

  Date: 07/28/2022

  Our Risk team has researched this customer's profile, and at this time we are not seeing any indication on the customer's account that their ability to rent has been suspended.  We would recommend for the renter to contact the rental branch where they are looking to rent and provide this information.  Should they continue to experience an issue, the customer should reach out to our main service line at ###-###-####.  Thank you.

• Initial Complaint

  Date:07/26/2022

  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 made reservations 4 months in advance and received a confirmation email saying I would have a vehicle. Now that I am a week from leaving out of state, enterprise is telling me they do not have a vehicle and there is nothing they can do to fix it. I did not receive any notice that the vehicle would not be available. I found out by calling to ask what all I needed to bring and was told they no longer can upheld their end of the deal. Terrible customer service with zero answers or resolution. We have already spent about ******** on a condo and will now have to cancel if we cant find a vehicle and there is no refund for the condo unfortunately. (Confirmation number from email **********)

  Customer Answer

  Date: 07/27/2022

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

  Business Response

  Date: 07/28/2022

  We were able to find a vehicle for this customer.  We have talked to them and we will be honoring their original reservation.  Thanks. 

  Customer Answer

  Date: 07/28/2022

  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:07/26/2022

  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.

  I rented car from the Cape Girardeau location. The car was wrecked by another driver, but Enterprise took $500 out of my bank account without telling me. I told them to put it back since it wasn't my fault. They have been telling me for 2 weeks that the "check is in the mail".

  Business Response

  Date: 07/29/2022

  On 5/26/22 the customer got a rental car from Enterprise that
  was authorized by the insurance company, ********. On 6/10/22 the local
  Police Department called the local Enterprise office and informed the staff
  that the customer was involved in an accident with the rental and that the
  vehicle was deemed not drivable and being towed. At this time the police did
  not say which party was taking liability. On 6/16/2022 and 7/1/2022 there were
  attempts to reach the customer to get information about the accident and both
  attempts were not successful. From there the $500 deductible was taken out of
  the customer account. A few days later, the customer called the local enterprise
  and said they needed to refund the $500 and she had the police report that
  proved that the other party involved was going to be taking liability. The
  local branch attempted to refund the customer her deductible, however due to
  this happening she cancelled her account with her bank to prevent anymore
  funds being taken out. With that being said, the local enterprise could not
  refund the $500 to her card anymore. The reason for a little longer delay than a
  normal refund via debit card was because the local branch then had to contact
  our accounting department to issue a check to the customer directly.  The check was
  approved on 7/22/22 to be sent to the customer for the full amount. The Area
  Manager spoke with the customer and informed her this has been taken care of and
  she will receive a full refund.

  Customer Answer

  Date: 08/02/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I was told that I would have the check by yesterday. I have not received anything. I am trying to contact them about this and I cannot get a hold of anyone.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 08/04/2022

  On 5/26/22, ***** ***** got a rental car from Enterprise that was authorized from the insurance company, ********. On 6/10/22 the local Police Department called the local Enterprise office and informed the staff that ***** ***** was involved in an accident with the rental and that the vehicle was deemed not drivable and being towed. At this time, the police did not say which party was taking liability. On 6/16/2022 and 7/1/2022 there were attempts to reach ***** ***** to get information about the accident, and both attempts were not successful. From there the $500 deductible was taken out of ***** ***** account. A few days later, ***** ***** called the local enterprise and said they needed to refund the $500, and she had the police report that proved that the other party involved was going to be taking liability. The local branch attempted to refund ***** ***** her deductible, however due to this happening ***** cancelled her account with her bank to prevent any more funds being taken out. With that being said, the local enterprise could not refund the $500 to her card anymore. The reason for a little longer delay than a normal refund via debit card was because the local branch then had to contact our accounting department to issue a check to Linda.  The check was approved on 7/22/22 to be sent to ***** ***** for the full amount. The Area Manager spoke with ***** ***** and informed her this has been taken care of and she will receive a full refund. On 8/3/22 ***** ***** submitted another BBB complaint stating that she has not received the check. The Area Manager confirmed with accounting the morning of 8/3/22 that the check was mailed out on 7/29/22 and ***** ***** would receive the check within a few days. The Area Manager also contacted ***** ***** to inform her of this information and update. ***** ***** will receive her full refund of $500 as it has been mailed to her.