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 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

  8 Cottage St Mansfield, MA 02048-2210

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:03/26/2025

  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.

  Feb.18 2025 went to enterprise Rent-A-Car location ar3260 *****************. The car had snow on the roof and hood of the car. This is my first time renting a car. The person ,I dealt with is name ***** He didn't do a walk around with me like he was supposed to nor did he clean the car off like he was supposed to. I didn't know that at the time. The car needed some gas and he went and got a half of a tank.. Fast forward after 3 weeks of payment, On March 14, I told him I only need the car only for 4 days He suggested we start the contract over again . He went to inspect and we did the contract over again, so he refunded my deposit back on my card and made another 300 deposit . That night there was a chance of hail so I put it under my portable tent like I always do . I bought the car back on the 19th of March. A girl went out to inspect it and she came back in, Then ***** ask her was there any hail damage He went out there and went to the back of the car, there it was. I came out and said show me where it is, he said I can see it but you can't. I don't understand that The crazy part is that it was only on the back part of the hood and not anywhere else. He said call your insurance company. I was going through some other things and wasn't paying attention, the I sign some papers and didn't know what they were and he didn't explain them to me. After going back and forth for my deposit to be returned because I didn't vioate the contract I call enterprise cooperation and finally talk to a area manager . I explain everything to her which was a waste of time because she was just like her Company .I have a dispute on the claim and I will keep it on there until this get resolved and the claim is canceled and I get my deposit.

  Business Response

  Date: 04/04/2025

  Thank you for the opportunity to respond. A response is attached.

  Business Response

  Date: 04/04/2025

  Thank you for the opportunity to respond. A response is attached.

  Customer Answer

  Date: 04/04/2025

  Complaint: 23121917
  
  I have reviewed the business' response and am rejecting it because: I am not responsible for any damages.
  
  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/04/2025

  Thank you for the opportunity to respond. The previously shared document communicates we have decided to close our file as a matter of customer service. The customer has been absolved of any pursuit for damages related to this rental agreement.

  Customer Answer

  Date: 04/08/2025

  Complaint: 23121917
  
  I have reviewed the business' response and am rejecting it because:  First  of all ,the  way you're  all operate is you a  get the customer  information , check  it  out ,then you  have  them signed  a dark iPad with   their  signature  on it before  they  even  go look  to inspect  the car .As far as the terms and agreements  ,you  all give them a  small  summary  of the  term s and agreements.  The  only  way  you  are going  to find  out  all of them  if something  allegedly  happened which  is bad  business  practices.  As in my case, first  and last  time  renting  a car,  it was snow on top of the  roof and hood of the car.  HE  didn't  even  clean  it off for the  me to inspect  it. Just  because  I signed  the iPad  don't  mean  that I acknowledge  what  was wrong  with  the car with snow  on top of the roof and hood, and I couldn't  see  the  damage  to the roof  because  snow  was on it  . So t against  yours. You  all  is a business  that  don't  have  character  or integrity and bad business  practices. I

   

   

   

   

   

   

   

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

• Initial Complaint

  Date:03/26/2025

  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.

  (invoice EHI174439952) looking for assistance in getting this corrected and the toll bill being removed from my name. On 2/13/25 I went into the ** Enterprise office to pick up a car for an auto claim. I was given a 03 ****** Corolla by the associate, Mac. I drove that car for approx. 1 week and called the following Friday and spoke to Mac, I explained the car had an oil leak and was asked to bring it back in the next day to swap it out. I went in on Saturday Feb. 22nd and was assisted by a gentleman by the name of ****** in switching into a 2023 ****** Versa. When he pulled the car up and we were in the process of checking in the first car/******, there was an issue. He asked me to sign the documents and asked me to verify my email in which I let him know, that was not my name nor email address on the documents it pulled. He took the keys and scanned them again and there was an issue as the car keys I handed him did not match the info on the car I was supposedly given. After 10 mins or so he explained that another associate,******* messed up another rentals paperwork and inadvertently switched the cars. ****** told me he would correct it and proceeded to put me in the 2nd car, 04Versa. I returned the Versa on 2/25 to ** enterprise.3/5/25, I received a bill for tolls owed, 16 in total in ** dated 2/13, 2/14 and 2/16. And a second for 29$, for.ks tolls. 3/8/25, I went into the ** Enterprise location to speak with ******. I explained the toll bill and asked for assistance in getting this resolved. He informed me there was nothing he could do,I explained I needed help getting this corrected. He said he did remember the issue with the contract and ******* ro dispute with toll comp. Emailed the toll company 3/13/25 and have received zero response. They did take the funds from my bank 3/22.

  Business Response

  Date: 04/09/2025

  Thank you for the opportunity to respond. Our Branch Manager has contacted the customer and our Tolls & ********************* Management is working to get the charges correct for the customer.

  Customer Answer

  Date: 04/12/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:03/26/2025

  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 am writing to file a complaint and request a refund of $1000 from my Enterprise Rental during Spring Break (March 7th - 16th). First issue, I did not request Enterprise Exotic vehicle. In January of 2025 I called the ***** number for Enterprise to rent a 7 passenger 4-wheel drive SUV. My rental was originally requested to come from the **** ***** branch. On March 7th I showed up early to pick up my 7 passenger SUV and the Enterprise agent behind the desk stated that I my rental had been "assigned" to Enterprise Exotic vehicles in ******* just inside beltway 8 off I-10 HW. I had to take a second **** for an additional 30-minute drive from **** to Enterprise Exotic vehicle branch. Not only was this inconvenient it also meant that on the day before ***** Spring Break, if I declined the vehicle I would be out of a rental. I asked the **** Enterprise agent if she had a 7 passenger 4-Wheel drive, and she stated that all of her rental were already booked and spoken for. I was assigned a Grand Wangoneer at a weekly rental of just over $2,200.00. Second issue. On the way to ******************* just outside of ********** ********** I got a flat tire. I immediately called Enterprise Roadside assistance. It was snowing and I was concerned that a spare tire would be a greater risk long distance...as I still had 1 1/2 hours to drive to get to ********. Enterprise roadside assistance did not direct me to replace the tire, nor did they direct me to repair shop. They made arrangements for a tow truck to pick up their vehicle. About 3 hours later the tow truck arrived to take the rental back to **************. I was told by ***** at the ******************************* that if I secured transportation from ************** to ******** that the one-way rental cost would be deducted from my Enterprise bill. I returned the rental to **** ***** on March 16th. However, ***** ******, Exotic Branch Manager, only deducted one day. I was charge $2,000.00, I am requesting a $1,000 refund.

  Business Response

  Date: 04/08/2025

  Thank you for the opportunity to respond. Management resolved the matter directly with the customer. 

  Customer Answer

  Date: 04/18/2025

  Complaint: 23120235
  
  I have reviewed the business' response and am rejecting it because: I did not receive my requested refund from Enterprise.  Additionally, I still believe that Enterprise operated deceptively by placing my original *** Reservation at the **** Enterprise branch to the Exotics ******* Branch which cost me more in the *** rental.   I do not believe that *****, manager, operates with transparency and honesty.   I will not longer give any my business to Enterprise.   Frankly I was tired of dealing with this issue and did not have any level of confidence that ***** ****** cares about serving his customers nor is he interested in listening to customers point of view. It is my professional opinion but I believe that something strange is going on at this Exotics Enterprise branch.   I have rented 7 passenger ***s from other rental companies in **** and they do not send me over to their "Exotics" branch.    As someone how rents vehicle often when I travel for business I expect and deserve transparency and honesty.  

  Thank you. 

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/30/2025

  Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.

• Initial Complaint

  Date:03/26/2025

  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 March 8th, 2025 I picked up a ****** Sentra from an Enterprise Rent-A-Car ************** located at: ****************************************. The rental agreement was for a one-way trip to an Enterprise Rent-A-Car located at: **********************************************. The agreement contract # is: **********. The contract duration was for 6 hours. They billed me for 3 days $350.24 instead of ~$150, despite my asking every question and following every directive I was given.I picked up the vehicle around 11 am (Saturday), March 8th, 2025. The drop-off location in ******** was closed on the weekends. I specifically asked the young male associate at the ********, ** location if I would be billed for days the drop-off location was closed. He adamantly informed me that was not a problem and to notify the receiving location of when I dropped off the vehicle once they opened on Monday. I informed the associate that last time I made this trip, I dropped off the vehicle at the dealership, which claims it is an Enterprise "drop-off location." Again, the associate assured me this was not a problem.I arrived at ****** **** of Warrenton **************, located at: ***********************************************************, on March 8th, 2025, around 4 pm. After my 5-hour rental and trip were complete, I promptly transferred custodialship of Enterprise's vehicle to a Mr. ***** at the front desk. ***** informed me they were indeed a drop-off location, and I would not be billed for the days I did not have the vehicle. He did caution me to call the receiving Enterprise as soon as they opened (Monday, March 10th, 2025) and inform them that I dropped off the vehicle at ***************** of ********* on March 8th at 4 pm. I called the ******** Enterprise at 9 am Monday, March 20th, and apprised them of the situation. I was then billed for 3 days and have been fighting Enterprise since. Each location blames another. Enterprise customer service ************** said they'd look into it on 3/26/25.

  Business Response

  Date: 03/30/2025

  Thank you for the opportunity to respond. Management processed a refund equivalent to the cost of one day to resolve.

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service 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.

  Location: ********************************************** On March 20, I rented a car with a friend and my friend drove because I&#**;m visually impaired. I put it on my credit card. They called me and asked when I would be in and that they close at 6:30pm. They said if we were delayed and we were closed, we could come take a shuttle and come the car the next day on a Saturday and they are closed on Saturday. We were delayed and I called to speak to a Kenan or ***** and told them about this from the **************. He said to call me when we got into ***********. I called them and let them know that we were here. They said they would come and get us. There was plenty of time to do this. I asked him what they would be wearing and what they would be driving. He had to take care of a person first then he would come down to get us. They said they would meet us at the baggage area, it was a small airport. My friend and I was waiting around for the car. I called and there was no answer and they were closed. There was only 2 rental car places in the airport. We gave them until 6:30 to come to get us. They were not opened on Saturday and we had to rent a car there at the airport because ***** was closing soon. On Monday, I called them, talked to ***** and then Kenan, and they called me when I was in ****** and I asked why they didn&#**;t come to get us. He was very dismissive and said I was in the wrong, they showed up at the airport and I was not there. He said I was at the airport and where was I? There was only one way in the airport. and we could see both doors. I told him I would go to corporate over this. My credit card was already charged. I called Expedia and they told me they refused to give me my money back. I talked to a supervisor and he said I would get my money back and then the phone disconnected. I called my credit card company and they are working on it. They scammed me and I&#**;m legally blind and we are senior citizens. I don&#**;t want anybody else to go through what we went through with them. I would like my money back in full.

  Business Response

  Date: 04/04/2025

  Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and processed a refund to resolve.

• Initial Complaint

  Date:03/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle from enterprise and 1 week after that had returned it I was notified that I owed for a toll I had not crossed. I called the number and waited on hold for an hour only to be told the system was down. I called the next day and waited on hold for an hour then explained the situation and was told to send proof I was not there. I submitted credit card statements and security video showing I was 90 miles away. I asked for proof I was there and they stated that it was an electronic ping and no pictures were taken. I was told in 5 days they would review it. 14 days later charges are still there no explanation is given and I am left to pay.

  Business Response

  Date: 04/04/2025

  Thank you for the opportunity to respond. Management processed a refund to resolve.

• Initial Complaint

  Date:03/25/2025

  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 a reservation online with enterprise March 19th for the 20th, and went to pick up the *** only to be told they had no vehicles available. I was told that they needed 48 hours in advance, but that was not on the website, and the reservation had been confirmed. My friend and I had Ubered there, so we asked for a manager who said the sme thing as the agent. We had to rent a vehicle from another car rental, and the price was higger than enterprise for an ***. We then had to rent a car instead. This was very frustrating that we were not informed prior to going to the airport to pick up the vehicle, and I needed the *** for my stay. Then I was going to show Thrifty the price for the *** at enterprise, and saw where my rental was cancelled for no show which was false.

  Business Response

  Date: 04/04/2025

  Thank you for the opportunity to respond. Management spoke with the customer and offered a credit to resolve.

  Customer Answer

  Date: 04/04/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/24/2025

  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 rented a car from Enterprise *********************************** on February 24, 2025. At the time that it was rented there was damage to the car. Notably to the back of the car on the passenger side. I walked the car thoroughly with **** who claimed to have taken pictures of all the noted damage. At the time of my rental I purchased insurance to cover any damage that may have happened. I returned the car on March 5 2025 without incident. The car was returned in the same condition that I received it. I received an email receipt that did not note any additional damage. However, two weeks later, I received an email stating that a claim was filed under my name and using the insurances that I purchased to have the car repaired for the same damage that was there on the original date of rental. When I received the email from the claims **** I called to ask that my name be removed from this claim and to have an email sent stating that and was told that it would be sent. I called to follow up at the claims department to ask to have my name removed from the claim and was told that that would not be done and that the car has already been repaired under my name and using the insurance that I paid for. I called the local office, at least 6 times, before anyone would tell me anything as to why a claim was filed. I spoke to ****** who said he was a manager and was told there is nothing that I can do because the car was already repaired. I dont care how they are scamming customers, like myself, that purchase insurance to fix damaged cars, all I asked for was my name to be removed from the claim. That is all that I want. I also want to mention that a customer service representative *** Walrus (?spelling) in the claim department was super rude and hung up the phone on me after over talking me for the entire conversation. I am beyond disappointed in the service that I have been subjected to by enterprise and its employees after being a customer for over twenty years.

  Business Response

  Date: 03/31/2025

  Thank you for the opportunity to respond. A response is attached.

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** Early

• Initial Complaint

  Date:03/24/2025

  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 Enterprise Rental car with the ** # ********* on 1/27/25 it was illegally towed from a city street by a private tow company. Enterprise Rental car charged me $3,880.00 for this tow. I called ******** Tow the company that services the area the vehicle was parked in. I was told that the private company ********** that towed the vehicle did so illegally. The protocal is DOT handles tows on city streets and ******** would be the *********** used. LAPD officer **** - Community Number ***** also agreed that this was illegal. I've asked Enterprise to credit me $3,880.00 back. I've had not assistance with this. I've tried disputing with ******************* but they are telling me to go through the Merchant, but the Merchant isn't making it right. All I want is the $3,880 back. The tow was illegal and therefore never should have happened. I'll be uploading the documents I've provided to my Credit card company for further clarification on the issue as I feel G&L Towing is a fraudulent business, one which I'll be reporting to the state of CA as well.

  Business Response

  Date: 04/02/2025

  Thank you for the opportunity to respond. Management resolved the matter directly with the customer.

• Initial Complaint

  Date:03/23/2025

  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 reserved a rental car at my local Enterprise on 2/19/2025 for a full sized ***, to be picked up on 2/22/2025 at 9:30 am and returned on 2/24/2025 at 9:30 am (Confirmation Number **********). On 2/21/2025 at approximately 2:00 pm, I received a phone call from ****** at the Enterprise Office, who informed me that the *** they had reserved for me was returned damaged, so I would have to pick a different vehicle. He said he had a minivan available, if I wanted it. I asked if he could upgrade me to something else, but he said he did not have a Jeep Wagoneer available. I then agreed to be downgraded to the minivan. The next day, I went to the office at 9:30 am to pick up the minivan. The agent informed me that he had a Highlander for me, that it was having its oil changed, needed to be cleaned, and then I could have it. There was no mention of the minivan. I agreed to have him call me when the Highlander was ready. I waited until 10:50 am, at which point I called the office to check on the status of the Highlander. I was then informed that the Highlander would not be ready by the time their office closed (at 12:00 pm), and was told, "Sorry." That was it. They did not offer me another vehicle. I was left with no vehicle, and I was already an hour and a half late to my out of town destination.

  Business Response

  Date: 03/24/2025

  Thank you for the opportunity to respond. Our Area Manager spoke with the customer, addressed their concerns, and offered compensation to resolve the matter.

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ******