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

  299 Milk St Fl 7 Boston, MA 02110

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  8 Cottage St Mansfield, MA 02048-2210

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  2 Wethersfield Rd Natick, MA 01760-1711

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  430 Ashley Blvd New Bedford, MA 02745

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:07/10/2022

  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 reserved a rental car for pick up on 6/25/2022 at 9 am for outside travel. I arrived at the location and was told no vehicle was available and they did not have another one to accommodate me. I waited almost 2 hours to receive a rental van which was wayyyy below the standards of a rental car. The van had several lights on via the dash , and the interior was old and outdated. When I drove the vehicle sensor lights continued to be on . I returned the vehicle and ask for another one , which I waited an additional 40 mins for. I was traveling with an autistic child and needed a vehicle that would hold 7 people. The disregard from the initial individual that greeted me was beyond disrespectful and degrading: I lost a lot of money due to not making it to my destining 4 hours later than expected. I didnt receive any discount offer or anything. I am a long time renter from enterprise, and I have even purchased two of my vehicles from this company. I feel undervalued and unappreciated as a customer. Im hoping that they are able to rectify this experience in some way

  Business Response

  Date: 08/31/2022

  Management spoke to this customer. He has been offer future rental compensation to make sure that this situation is resolved. 

• Initial Complaint

  Date:07/10/2022

  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.

  On June 23rd I reserved a Premium SUV (8 pass comp to a Suburban) My confirmation # ********** with a pick up of Saturday 07/09 @ noon and a return of 07/15. On Thursday 07/07 I called the ***************** to see if I would be able to pick up the vehicle at 9am instead of noon. I was then told by the rep the vehicle I reserved weeks ago would no longer be available and that I should call around to see if any other enterprise location could help me. are you kidding me?? 2 days before pick up for a family trip! I told the rep why didn't anyone call me. what would've happened if i didn't initiate contact and simply came to pick up and she said "it happens sometimes" I spent the next few hours going crazy trying every location I could think of. even different companies. one rep from the ************* location apologized and said i shouldn't have been brushed off like that and said he put in a request to have manager call me and resolve issue. Friday 07/08 I called again since no one called me back and was told again it would be escalated even higher and was given reference number ********. Still no response. Saturday 07/09 I called yet again and was brushed off. I asked for a number to file complaint and rep gave me a number for **** of america. I called back and another rep said there is no number to call for complaints. he said the only thing he could do is escalate it again but to not expect a call back until middle of next week!!! So I now get screwed and me and my family have to try and find alternate means of travel because of their incompetency and lack of communication. the hardship and burden enterprise is causing is irreparable. this is BEYOND bad business practice

  Business Response

  Date: 07/20/2022

  My name is ************************* and I'm the area manager overseeing the office in **********, **. I spoke to the customer and made him aware that I was really sorry about the fact that we couldn't get him a premium size SUV. We discussed the possibilities of taking different options but he didn't want to hear of any of it. I explained to due to the fact that we had the majority of our premium size SUV sidelined because of no fix recalls we could not accommodate his reservation. Customer was still not satisfied with that response. 

• Initial Complaint

  Date:07/10/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in need of transportation for less than a week. I wanted the cheapest possible. I was given a Dodge Ram pick-up @ $132.30 per day / $661.49 /week. I rented on June 27 @ 8:40 A M and was to return the truck on Jul;y 4th @ 8:00 AM. When I noticed that the return date was a holiday I called Enterprise and asked if I had to return before noon Saturday so I would not be charged for another day. I was told that I could return the truck on Monday with no extra fees. I returned the truck Monday 7-4 about 8 AM. I was charged the additional day. $134.18 Had Enterprise informed me of this when I asked, I would have returned the truck before five days and four hours (for a 7 day rental) to avoid additional penalties. Rental Agreement Summary RA#: 6VBTX3 Renter: ***************** Billing Cycle: 24-HOUR ************* Location Pick up Monday, June 27, 2022 8:40 AM Start Charges:Monday, June 27, 2022 8:40 AM ********************************************************* ************** Anticipated Return Monday, July 4, 2022 8:00 AM ********************************************************* ************** Vehicle 2020 RAM C15C LLT4 ************* License: IL ******* VIN: ***************** Vehicle: 7T0KGL Pickup:06/27/2022 @ 8:40 AM ODO:55543 Fuel:7/16 Vehicle Condition:No Damage Documented Summary of Charges Estimated Renter Charges Charges Price/Unit Total *************** 6/27/22-7/4/22 $661.49 / Week $661.49 DAILY RATE: $132.30 / Day WEEKLY RATE: $661.49 / Week HOURLY RATE: $43.66 / Hour DAILY MILEAGE: 220 / Day WEEKLY MILEAGE: **** / Week EXCESS DISTANCE CHARGE: $0.25 / Mile REFUELING CHARGE $6.88 / Gallons $0.00

  Business Response

  Date: 09/14/2022

  Management reached to the customer on 7/22/22 to provide a refund in an effort to help resolve this situation.  

  Customer Answer

  Date: 09/15/2022

  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:07/10/2022

  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.

  On July 2, 2022, I rented a car from the airport location, and it would not unlock on the day of the return. I tried to contact the branch for help but could only reach the national number. I had a plane to catch so I had to **** to the airport with a couple items left in the car.

  Business Response

  Date: 09/15/2022

  Thank you for the opportunity to respond. Since the location did not have possession of the items, a refund was offered to cover the cost.  The customer agreed to the resolution. 

• Initial Complaint

  Date:07/08/2022

  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 vehicle was parked someone hit me while i was parked. In the incident i was insured by state farm free of charge because i wasnt at fault. A car reservation was made for me *************** on 6-8-2022 thru Enterprise car rental. Today is 7-8-2022 i have yet to receive a rental car. Everyday i have consistently been calling Iam continuously being told that there arent any cars available. On 7-6-2022 i went to a Enterprise branch located **************************** and representative by the name of ****** (wasnt given a last name) and was told that there arent any cars and said cars will be available later on today if not tomorrow morning but Ill give u a call today if not tomorrow morning. I didnt receive a call that actually day or the day after. So 2 days later i made a call approximately around 10:15 am on 7-7-2022 and ask Hello Im calling to see if you all had any available rental cars i was told yes (not sure who i actually spoke with) my response in return was ok thanks Ill be on my way! I got to the actual branch around 11:15am stood in line the same representative by the name of ****** assisted me again stated how can i help. I told him Im here to get a rental car i called and was told that you all had some available he responded and asked your last name ****** correct ? I said yes he asked for my reservation info i gave it to him then he told me no rental cars are available also stated that he forgot to call me back and that enterprise policy is is not to call a customer and he was going to do me a favor by making a call and that that location just stopped doing rental car insurance claims as of 7-5-2022. This has became a very stressful matter, huge inconvenience to my family, also has cause me so much money and expenses due to me having to pay for Lyft,Ubers and taxis to get around. As well as a inconvenience to me job . This matter has forced me to missed work as well as make me late for work . At this time my job in jeopardy.

  Business Response

  Date: 11/23/2022

  Thank you for the opportunity to respond.  Management spoke to customer.  He ended getting a vehicle on 7/11/2022 and returning it  8/31/2021. His issue was with vehicle availability, and we apologized for the delay on getting him into a vehicle and the miscommunication with being able to use an insurance reservation at the ************* location. He is satisfied with the service once he got into a vehicle, and the complaint was sent back in 7/8/2022. He stated that nothing is needed now. We gave him contact information if he needs anything in the future.

• Initial Complaint

  Date:07/08/2022

  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.

  Rented a ****** ****** truck from ************ Enterprise rent-a-car. While visiting a **** **** grocery store in ******* virginia, someone backed into the pickup truck while we were inside the store. When we left the store, we found the owner of the car who hit us arguing with another man. And file a report and all the information was given to the Enterprise Rent-A-Car in ************. They told us not to worry about a thing they would take care of it. Now we are receiving letters and emails from Enterprise wanting to charge us over $2,000 for repairs on the truck. The police report gave the other driver's insurance and our insurance. I have filed a claim with our insurance and I am insured for uninsured motorist. We told Enterprise this information and they are still billing us. Please do something to help us. Thank you so very much.

  Business Response

  Date: 08/24/2022

  
          
  To Whom It May Concern,
  
  We are in receipt of a complaint submitted by *** **** where she disputes responsibility for the above noted claim. This office handles damage claims for Enterprise Rent A Car. We appreciate having an opportunity to investigate the matter.
  
  *** **** rented a **** ****** ****** on April 26, 2022, from Enterprise Leasing Co of Norfolk/Richmond, LLC d/b/a Enterprise Rent A Car located in ************, Virginia. On May 10, 2022, *** **** returned the rental vehicle and advised a collision occurred with another vehicle on May 6, 2022. Damage to was noted to the driver quarter panel and rear bumper and a claim was created.
  
  On May 27, 2022, our office sent a bill for the rental vehicle repairs to *** ****. On June 23, 2022, our office attempted to file a claim with ***** (the insurance carrier for the third-party driver) and was unable to do so without a policy number. On July 9, 2022, a copy of the bill for repairs was sent to *** ****’s insurance carrier. At the time the renter took possession of the **** **** *****, *** **** accepted the terms and conditions of the rental agreement which indicated she was accepting the **** **** ***** in good physical and mechanical condition and would return the vehicle in same condition as received, ordinary wear and tear excepted. The vehicle was returned with damage. Per the rental contract executed by *** ****, she is responsible for all vehicle damage which occurs during her rental period. At this time, our office will continue to pursue *** ****’s insurance carrier for payment, however, should we obtain a claim number for *****, we will contact them for payment as well.
  
  Should you require any additional information, please do not hesitate to contact our office.   
  
  Sincerely,
  ******* ******
  Analyst
  
  

• Initial Complaint

  Date:07/08/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complain is not only for the enterprise rental car located in **********, *******; it is also directed to the corporation and entire company. Enterprise provides very poor customer service and does not fulfill its promises. Two specific incident with this company related to rental car through and insurance agency I have encountered in the past two months. I had called the main agency to place a complain and I have been told three times a regional manager will return my call and a car will be delivered to me; none of those promises happened. I had to search on my own through Miami Dade and Broward county in order to find a rental, it took me three day and in person visit to the local rental agencies to inquire about car availability. I never got any help from enterprise, it is a shame the service they offer and what they provide. To top it off, just today I was supposed to have a rental available for pick up on Saturday and I was told by the local rental agency that no cars are available, so back to dealing with enterprise and their inefficiency to help customers, I was told again that a regional manager will call me , well..... did not happen, again it seems to be the norm with this company. Horrible customer service, very poor professionalism.

  Business Response

  Date: 09/14/2022

  Management has resolved this situation directly with the customer. 

  Customer Answer

  Date: 09/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, it took over two months for the business manager to get in touch with me and at this point there is nothing they can do for me 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/08/2022

  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 contacted Enterprise July 7th to make an adjustment to my rental (original pickup July 8th 8am - July 10 4am $262.25 confirmation # **********) to pick up the vehicle earlier when my flight arrived July 7th around 1030pm. The representative told me he was able to grant that request and that the total would not change. I confirmed this with him and provided my flight number as he mentioned per Enterprise policy the branch would have to wait up to 2 hours in case my flight was delayed. When I arrived in ****** **** I called back to see if there was a record of the update because I had not received a new email nor did the Enterprise app reflect the update. The call center representative told me to he could not see any note of an update and that I would have to call the escallations department the next morning. The representative at the counter confirmed this and advised that when I bring the vehicle back the adjustment can be made. I called escallations July 8th and the representative (before hanging up on me) noted that it is up to the branch to make adjustments and I would have to speak with someone there when dropping off the vehicle. Since it is a 4am drop off I asked how that would be possible and she got rude and hung up on me. I am disappointed in Enterprise. I am a small business owner that travels frequently and exclusively rents from Enterprise. This experience is unacceptable. I am seeking Enterprise to honor the arrangement of this rental with the $262.25 total price.

  Business Response

  Date: 09/15/2022

  Thank you for the opportunity to respond.  Management did reach to the customer to confirm the resolution this week, but was unable a reach them.  At the time of the rental the location attempted to address the situation, and the price was adjusted to account for the discrepancy and attempt to resolve the customer's concern.