Complaints

This profile includes complaints for Enterprise Rent-A-Car's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Enterprise Rent-A-Car

  600 Corporate Park Dr Saint Louis, MO 63105-4204

• 

  Enterprise Rent-A-Car

  745 E Main St Stamford, CT 06902-3868

• 

  Enterprise Rent-A-Car

  590 Lordship Blvd Stratford, CT 06615-7123

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  102 Belvidere St Boston, MA 02199

• 

  Enterprise Rent-A-Car Company of Boston, LLC

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

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:07/26/2022

  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 on 7/13 and return on 7/15 on 7/15 I called the extension department and extended the rental for an additional week and was told that I was being charged 317.23 cent and 7/22 I called to renew my rental again and was told I have a balance of 900 but when first getting the rental I had put a 300 dollar deposit why what is so much I called escalation and requested a call back and to no avail

  Business Response

  Date: 07/28/2022

  Enterprise Area Manager, ****** ***********, reached out to the customer and resolved the concern.  There were some miscommunications from our call center regarding rental charges and deposit amounts as well as a failure to differentiate between Credit Card processing and Debit Card processing.  All of these issues were resolved and the customer now has Mr. ***********'s direct contact information for any future needs.

• 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 had the worse experience ever out 12 years of doing business with enterprise. I originally rented a 2020 ****** Camry from a branch in ********, ** on 7/14/22. I was using it for a planned vacation with my family to *******, **. On 7/15/22, we noticed scrubbing on the bottom of the vehicle every time we hit a bump in the road due to suspension issues. I immediately contacted customer service and was directed to go to the nearest Enterprise location to swap out the vehicle. I was unable to get anyone on Friday or Saturday. Out of the 4 locations I tried to get it swapped out, I was then directed to go to the airport in ******* to swap out a vehicle that Sunday. I was first told on 7/17/22 the only thing that they had available was a Dodge Ram and I expressed to the rep that I couldn't take that vehicle due to gas/travel costs and he ended up getting a 2021 ****** Corolla (which is a downgrade from the original vehicle class that was chosen). I accepted the vehicle because we needed something that would be reliable, only to discover that I couldn't fit my family as well as all of our belongings into the vehicle. Not long after on the same day, I contacted customer service and we were directed to go to a location in *********, ** to swap out the vehicle because they had vehicles available. On 7/18/22, I proceeded to the location only to be told over the phone, that they didn't have anything ready at the time and to check back later on that day. They didn't have anything and eventually, we were able to swap out at that location for a 2020 ******* Elantra on 7/19/22. The vehicle had stains on the seat, the inside roof was not clean, there was a piece on the driver back side window that was messed up and the vehicle was not clean. I didn't argue because I needed a bigger vehicle. We were charged for damages to the ****** Corolla that we didn't create and I'm demanding my money back and an apology because I was told a regional manager would contact us, but didn't.

  Business Response

  Date: 08/11/2022

  We have contacted the customer directly and apologized for the inconvenience caused during his rental experience. We assured Mr. ****** that providing every customer with a clean and well maintained vehicle is top priority to Enterprise. The customer was refunded his entire rental including one way fees. Mr. ****** stated he appreciated the follow up in addition to the location in *******.

• 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.

  My insurance carrier made a reservation for me due my car going into the shop. I picked my the vehicle Tuesday 7/19/2022. The vehicle smelled like someone just smoked in it. I called enterprise customer service 3 times and each time their response was we will send it to the manager. He never called. Finally I drove to the **************** Told him Ive been calling customer service all day because the car smells so strong of smoke. He then stated yes Ive gotten all those calls but wasnt going to call back because their is nothing I can do. He offered to put me in a sports car that fits 2 people. I accepted with the response I need something bigger. I then requested if I would receive and compensation for poor service. The response was no this is an insurance claim. No call back for larger vehicle. I called and was told we dont have anything and their is nothing I can do. You have to call all the other locations to find a car. Not happy but I did and was told by every location no we have nothing. I then drove to the ******** location again to be put into another car smelling of smoke. Im allergic which I told them. Ive suffered from a migraine for 4 days now because of the smell, I can breath and Im completely congested. Ive called customer service twice today 7/25/2022. Each time they say we will send the request to the manager. Ok so past experience he will never call!!! I should receive a full refund for horrible customer service, being sick from vehicle and time on the phone getting the run around. My rental agreement number is 71H0M5. Hopefully we can get some resolve because it should matter who is paying the bill.

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

  Business Response

  Date: 08/04/2022

  Our Area Manager that over sees the location in ************** has left multiple messages for ************** with the contact information given. We have not received any call back from ************** in order to try and resolve her concerns.  We will be happy to discuss a resolution once she returns our call.

  Customer Answer

  Date: 08/04/2022

  Complaint: 17621008
  
  I am rejecting this response because: I have not received any calls from the regional manager but would be happy to speak with someone if they really called. ************
  
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/08/2022

  The Area Rental Manager spoke with the customer and provided a resolution.  He refunded the customer portion of the rental invoice for the inconvenience. The customer stated that more than anything they wanted to speak to management and make sure that they were aware of the situation. 

• 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.

  Back in October I had rented a car with enterprise while mine was in the shop. Wjr receiving the jeep i noticed there was a dent on the rear of the truck and scratches all the way down the side which were noted by enterprise. While traveling down the road the jeep switched from 2wd into neutral so I pulled off to the side of the road and was unable to get it back into gear. I had to push it into 4wd low to get off the side if the busy street. Upon returning to the dealership which was only around 20 miles round trip I told the employee and he said I will get it out of 4wd low. He went around the block a few times which u could hear him grinding the gears trying to switch it out of 4wd low. When he returned he said he could not get it out of 4wd low. He gave me a different car and I was on my way a couple days later. Enterprise contacted me saying I need to file an insurance claim for damages to vehicle. I had never done any damages to the vehicle. They told me In a voicemail which I saved that the truck had finished repairs and was currently out of the shop so I could not have my own independent mechanic look at the vehicle to verify the damages. A couple days later they talked to my insurance company told my insurance company. My insight company said that since the repairs are already done they won't pay since they cannot verify the damage. Enterprise told them the repairs were going to finish that day but erie could not send out a independent mechanic to verify what they said was wrong with vehicle so erie denied the claim. Now they are sending the **** to collections saying I need to pay because I am responsible for the damages that I never did. I don't believe this since they aren't even honest about the repairs and timing of repairs on vehicle and are being very shady. **** has all the calls saved on record and I have the original call saying it was finished days before. I want this debt cleared since it was not my fault.

  Customer Answer

  Date: 08/10/2022

  Enterprise
  2652 ****************************************************************

  Business Response

  Date: 08/12/2022

  Good morning,

  After further review, the decision has been to close the claim to customer service.  Based on the 3rd party/dealership invoice, it was confirmed that the damage to the gear stemmed from improper engagement.  Due to this fact the decision to not pursue renter has been made.  Renter had vehicle for a day and drove over 70 miles but we are unable to determine exactly when the issue started.  The claim has been closed and a letter has also been requested for the renter's records.  Please advise if we can be of further assistance.  

  Thank you.

  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: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.

  My truck was rear-ended by another car. The driver was at fault and admitted to it. Her insurance was going to pay for all damages including the cost of a rental car. I went to Enterprise in ********, ** on 1/24/2022. Alessandro ******* was the agent who I dealt with. The business was about to close. He rushed me to sign the documents. He was in a hurry. He told me to sign the agreement. I hesitated to sign. He was ******* me to sign the agreement. I said that I didn't want to pay for anything. He was persistent and said "nothing out of pocket." I signed the agreement. When I returned the vehicle on 2/19/2022 at 11:15AM. He made me wait for almost 45 minutes. He said "Here is your invoice". He charged my credit card $389.74 for Optional Protections. I said "why did you charge my credit card?". This is the amount that you owe". I argued with him " I am not going to pay". I stated that he told me "nothing out of pocket". He said " I already charged your credit card". He stated that "pay for it and you can try to get reimbursed from State Farm". Then he said "We are closed". It was 12PM on Saturday 2/19/2022. The staff were mean to me and kept telling me to leave. I was very upset. I called State Farm. State Farm stated that they would never pay for Optional Protections.I called **************** to dispute the charge but they agreed with Enterprise because I signed the Optional Protections. I would never would have had signed for the Optional Protections if I knew that I was going to pay. Alessandro ******* told me "nothing out of pocket". I called to resolve this with Enterprise in ********. Mr. ******* again told me to take it up with State Farm. I tried to call the main office of Enterprise on several occasions. They opened a Case # ******** but they did not resolve this. Enterprise sent this to collections. The collection agency has been harassing me to pay even though **************** paid for this already. I would like a refund for the $389.74. Thank you.

  Business Response

  Date: 07/27/2022

  I spoke to the customer regarding her concern.  After speaking with her I advised that I would process a full refund to her credit card on file.  She agreed and I proceeded with the refund.

  Customer Answer

  Date: 07/29/2022

  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. I was told that I would receive a full refund immediately but my credit card does not show a refund / credit at this time.
  
  Sincerely,
  
  Bee Seo ******

• Initial Complaint

  Date:07/26/2022

  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.

  The transaction date is June 21 for $319.95 payable to enterprise Rent-A-Car… They overcharged me by a day and I spoke with the representative on the phone national representative and they said the credit for $47 and some change was being issued and it has not… On June 21 I called the Enterprise Rent-A-Car center where I rented the car from in ******** ****** and they told me per their manager that the day I picked up the car constituted rental day and I said I’ve rented a car many times from them and other Rent-A-Car agencies and that’s not how it works I flat out told him that was theft and that I would be contacting you… Lo and behold the credit is not an issue… The charges are $35 a day plus tax and fees… I was renting this car because I was having my car painted and needed a vehicle for transportation I was referred to by the auto body repair shop that I deal with in ******** ******… When brought to their attention at the auto body repair shop they told me that they have been having problems with their clients and enterprise Rent-A-Car overcharging them… This needs to be investigated. Upon checking my June statement with my credit card the credit supposedly issued by enterprise Rent-A-Car was not posted to my account as of today 26 July 2022… If you have any questions call me ************ ****** ********

  Business Response

  Date: 08/17/2022

  Upon receiving this notice on 7/26, management reviewed and completed the refund that was to have been processed for $50. 

• Initial Complaint

  Date:07/26/2022

  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.

  Over charging of tolls on rental agreement.
  Enterprise keeps overcharging for tolls on rental vehicles. We rent multiple vehicles weekly and
  Monthly through enterprise and they have been charging us repeatedly for tolls that do not go along with our rentals.
  I have contacted them several times with no resolution.
  They keep charging our credit cards several times per week for tolls in areas we have not even been.
  We are over $1000 in tolls that are not our tolls from our rentals.
  They also charge multiple
  Times for the same
  Tolls.

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

  Business Response

  Date: 09/22/2022

  Thank you for the opportunity to respond. After reviewing the customer's most recent rentals, we do not see any evidence of duplicate toll activity.  If the customer is seeing a specific toll charge that is a duplicate or outside where they travelled, we encourage them to reach to our Highway Toll Administration team at **************, and they can take a closer look. 

• Initial Complaint

  Date:07/25/2022

  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.

  Today Monday, July 25 2022 I went to enterprise to pick up a rental vehicle I reserved a week in advance through insurance since my personal car is in the shop. All my information was on file but no payments where processed yet. I was supposed to get a vehicle for 4 days. The manager of enterprise in ************** informed me last minute of all documents and last minute information I needed. I went home to get it then came back she refused to provide me or anyone else I was with, with a rental vehicle. They have many cars available and availability was never the issue. She kept telling me not to come back but never gave a reason. And would still not rent to anyone I knew. There was no actual reason for this and she couldnt tell me a reason why. Nothing was said directly to her or in any way. The entire time she was very rude and would instantly disregard anything said or questions asked. When I asked how to provide more information she refused to help and instead said Im able to pull up my information on my phone and continued to throw everything in my face with no further help. After refusing me a reserved rental car I think it was even more unfair to refuse the person I was with for their own rental car with no reasoning behind it. The only thing said was shes the manager of this location she can do what she wants. Therefore I believe we were both refused a rental vehicle because the manager said so no actual reasoning for this situation and they where unable to provide me a reason. For a buisness the manager was the only unprofessional one.

  Business Response

  Date: 08/05/2022

  Customer was verbally abusive to our employee, we do not tolerate that type of aggressive and combative behavior.  

• Initial Complaint

  Date:07/25/2022

  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.

  A rental was provided on my behalf through *********** while my car was at the shop and I've never had such a horrific customer service experience as I've had with ***********. I was picked up at the shop on July 5 and taken to the facility and on July 6 the car was towed from my house because of an expired tag. I contacted Enterprise that night then again the next morning and was picked up from my house to go back to the location for another rental. At this time, I explained that I had items in the car that needed to be retrieved and was promised it would be and they would be on it. I was then given a ******* and since I was already late to work I took it, on the way to work I noticed the car was filthy, called them again and they said to come back and they could change it. At this point, I am calling daily asking about my items and I was always made to feel as they were on it and would call me since it was a long process to get the car out of the towing yard. On July 16, I noticed the SUV I was driving also had an expired tag! I went to Enterprise and they of course switched me out AGAIN, I asked about my items again, the rep looked in the system and said the car was towed to *** airport, which is 45 minutes from me and I was going to have to drive there and look for my items, as cold as that! I asked if they would at least please call or email to see if my items were there and they said NO. What kind of service is this, after all these issues. I had emotionally priceless items in the car that can not be replaced. They completely dropped the ball and nobody is taking ownership of this mistake. I've called the actual location at least 10 times and even spoken to the branch manager with no resolution (his resolution was to drive to ***- thats it), I've placed online complaints and even spoke to the escalations dept. with a promise someone from the corp. office would call me back. This is all that is left to do, please someone get in contact with me.

  Customer Answer

  Date: 08/10/2022

  Hello - the location is ***** * ***** *** ****** ** *****

  Business Response

  Date: 08/15/2022

  Management has reached to the customer to assist in working through the situation.  They spoke with the customer about filing a lost and found claim and said that they will continue working directly with them to resolve the issue. 

• Initial Complaint

  Date:07/25/2022

  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.

  We rented a car online from Enterprise Norfolk airport VA to be picked up Fri 7/22 at approx 500 PM to Mon 7/25. We are a military family & specifically used enterprise as they advertise “military discounts”. As our car was totaled & we didn’t have an exact timeline for things we asked if necessary could we extend the rental they stated yes, never mentioned anything about bait & switch & gouging if you extend the rental. We still have not had things settled on Mon 7/25 so we contacted them via phone to extend the rental for a couple of days. The man that answered their cust svc line was obviously in another country somewhere and could barely speak English. I explained what we wanted to do he said ok that the rental fee was going to go from $106 a day to $325 a day 3 times as much. I explained that was never told to us & not acceptable, explained we were a military family & that was no way to treat a military member. I demanded to speak to a supervisor. A woman got on the phone, again obviously from another country, could barely speak English (they may have been in the same home, I don’t know but spoke the same)! Very frustrated I told her everything & that they were not going to charge us three times the amount for a rental, and miraculously all of the sudden the rental was $126 a day!!! She then said you can return the car on 7/27 by 5:00 for the extra 2 day rental. She gave me the total & it didn’t add up, so I asked her to break it down and here she was charging me a $65 extra hour fee?! I asked what that was for and she said because we are dropping off at 5 not 4. I said she gave us the drop off time of 5 & that we will drop off by 4 for no additional money. She then proceeded to say actually you have to drop it off by 3 if you don’t want to pay any more $. I asked about dropping off at Newport News & she said somebody would call never did I guess so they could gauge us more when drop off.

  Business Response

  Date: 09/22/2022

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

  Customer Answer

  Date: 09/22/2022

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

  NOBODY has tried to contact me from the company.  No email or phone call.  My cell is ###-###-#### and I have it with me all if the time!  I do not have a direct number to contact the proper party at the company so would like them to contact me and if I don’t answer leave a message so I can get right back to them!

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