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

  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

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  640A Elm St Biddeford, ME 04005-4415

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:05/21/2025

  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 have never been in an accident or rented a car before, but was hit by a car on the interstate in January. My car insurance company reserved a car for me since my claim was going through insurance. The agent knew I was using insurance for my claim, but asked if I wanted coverage on the rental car. I assumed I needed it, so said yes. It ended costing me $600 out of pocket for the additional insurance instead of the $100 I should have paid for my 20% responsibility. I understand its required for car rental companies to offer the additional coverage, but I feel like they need to ask their customers if they have car rental coverage on their insurance and if they dont THEN offer the additional coverage. I think its so incredibly unethical to offer someone the additional coverage knowing they are using insurance to cover their car. Shame on you, Enterprise!!!

  Business Response

  Date: 06/03/2025

  Thank you for the opportunity to ****************** has reached to the customer several times but has not received a response. Management left voice mails and sent emails as they intend to speak with the customer.

• Initial Complaint

  Date:05/21/2025

  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.

  Enterprise Rent-A-Car agency charged me $1292.59 due to a "rodent" allegedly chewing up wiring on a 2021 ********** Mirage that I rented from Enterprise Rent-A-Car in early January. My rental of the vehicle started on 12/26/2024 due to being T-boned on 12/24/2024. The vehicle did not run correctly from the lot, but I was renting it before and to transport me to work so I did not have time to check the vehicle properly or take photos of the engine where the allged damage was located. One worker of the Enterprise (Stop 12 Rd. ************, IN) laughed when he heard what car was being given to me, he lauged uproariously. They initially charged me for alleged damage when the vehicle was returned on 01/10/2025 (due to degradation of the vehicle's driving) with a billing date of 02/24/2025 for a sum of $462.98. This work was done at ******************* ******************************. The vehicle was released to Enterprise on 01/13/2025. Nearly 10 weeks after returning the rental to Enterprise, it was taken to *************************************, **** ****************************************************************************************** on 03/25/2025. This bill charge came to a total of $799.61, according to the invoice provided by Enterprise. The work done on the invoice states "rodent damage" to the O2 sensor and thus the sensor was replaced, and billed to my damage claim from Enterprise. They have hounded me for payment, given to reprieve or culpability to anyone except me in this scenario. Thry have stated they will block me from renting from them again until the charges from the alleged damage were paid.

  Business Response

  Date: 05/30/2025

  May 30, 2025

  BBB

  RE: Case# ******** ***** ******

  Enterprise File No. 22002414

  To Whom it May Concern:

  Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by Mr. ********** ****** rented a 2021 ********** Mirage bearing Arkansas registration BBG42X from Enterprise ************************************* dba Enterprise Rent-A-Car in ************* *******.

  At the time the renter took possession of the 2021 ********** Mirage, the vehicle was determined to be rented without damage. This was confirmed by the renter initialing on an electronic tablet at the time of check out. The vehicle was returned with damage. Per the rental contract executed by ********** he is responsible for all vehicle damage which occurs during his rental period.

  After reviewing the concerns presented by Mr. ******* and notwithstanding the foregoing contractual obligations, we have decided to close our file as a matter of customer service. At *********************** we strive to satisfy all our customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.

  Sincerely,

  ******* ******* Analyst

  Damage Recovery Unit

• Initial Complaint

  Date:05/21/2025

  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.

  RE: Enterprise Car Rental ********************************* Rental Agreement #7S198R I rented a car via my car insurance on 4/3 while my car was being repaired which required a $50 deposit. The initial car (rental agreement #7S198R) had mechanical issues & was swapped out on 4/4 for rental agreement#7S198R. I had the car from 4/3-4/11. I was sent a text message from Enterprise Car Rental in *******, ** on 4/11/25 stating that my car insurance **mpany **** stopped paying for my rental car on 4/7/25 & that my bill as of 4/11 was $85.70. I literally was down the street from the rental car agency filling up the gas tank to return the car when the text message was received. Needless to say, the car was returned within 10 minutes of getting the text message from Enterprise. I spoke with ***** & asked why was I just notified on 4/11 that the insurance ** stopped paying for the rental on 4/7? Furthermore the insurance ** didnt send the funds for the car repairs until the 9th (posted on the 10th) & my car was picked up on the 11th. He offered to give me a dis**unt of a day ($34.47) due to issues that I had with the initial rental & for a better review. He also allowed me to reach out to the ins ** to get the difference paid. The insurance ** agreed to pay the difference quoted by Enterprise & sent me $86.25 which was the amount that Enterprise said I owed. Instead of $51.78 I was charged $101.78. I was overcharged $50 & they are refusing to **rrect the error despite me having an email from ***** saying that the deposit ($50) would be refunded to my ac**unt within 3-5 days.

  Business Response

  Date: 05/30/2025

  Thank you for the opportunity to respond. Our Area Manager has contacted the customer and left a voicemail. We have issued a refund to resolve.

• Initial Complaint

  Date:05/21/2025

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Enterprise Rent-A-Car related to an accident that occurred during my rental period last Thanksgiving. I rented the vehicle on Nov. 27, 2024, I paid $499.44 for the rental car. While driving on an icy road, my rental car was hit by a pickup truck on Nov.29. The accident was caused by the other driver losing control on the hazardous road conditions, and I was not at fault. Despite this, Enterprise has been contacting me demanding payment for damages resulting from the accident. I have informed Enterprise that I do not believe I am responsible for the accident since the other driver caused the collision. However, Enterprise continues to insist on payment without adequately addressing my concerns or reviewing the incident circumstances. I request the BBBs assistance in resolving this matter fairly, as I should not be held financially responsible for an accident caused by another party in dangerous weather conditions. Thank you for your consideration and I would like to provide more information if needed.

  Business Response

  Date: 05/28/2025

  May 27, 2025

  BBB

  RE: Case# ******** **** ***

  Enterprise Claim Number: 21855307

  To Whom it May Concern:

  Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by Mr. **** Mr. *** rented a 2023 GMC Acadia bearing Tennessee registration BRV0697 from Enterprise ************************************* dba Enterprise Rent-A-Car in ***************************** The rental was reserved by Mr. *** using a corporate account number which includes Damage Waiver in the rental rate.

  On November 30, 2024, Mr. *** contacted Roadside Assistance to advise that hed been involved in an accident, and a claim was created for damage to the front and rear bumpers, and driver side doors, quarter panel, and wheel.

  Per our standard process to validate corporate inclusive Damage Waiver, our office reached out to the corporate account to confirm Mr. **** employment status and the purpose of the rental. On December 19, 2024, our office received confirmation that Mr. *** was an employee; however, it was also indicated that the vehicle was not rented for business purposes. Consequently, the Damage Waiver is void, and Mr. *** was billed for the rental vehicle damage on January 6, 2025. A copy of the repair invoice was also sent to Mr. **** credit card benefit administrator, and while that claim was denied under the assumption that the Damage Waiver was valid, we are actively working with them to re-evaluate the claim.

  Per the rental contract executed by Mr. **** he is responsible for all vehicle damage which occurs during his rental period. However, our office is currently working to establish a claim with the other drivers insurance carrier. Should these efforts be unsuccessful, we will continue to pursue reimbursement directly from Mr. *** for the damages. Additionally, the police report indicated both drivers were traveling too fast for conditions; should the other partys insurance issue partial payment for the damages, Mr. *** will remain responsible for any remaining unpaid balance.

  Should you require any additional information, please do not hesitate to contact our office.   

  Sincerely,

  ******* ******* Analyst

  Damage Recovery Unit

  Customer Answer

  Date: 05/28/2025

  Complaint: 23350225
  
  I have reviewed the business' response and am rejecting it because:
  
  1. Lack of Disclosure on ********************************start="344" data-end="347">This is the FIRST TIME I know the why of Damage Waiver is void. After the accident happened, there is a letter from Enterprise said "However, after reviewing the facts surrounding this loss, we have determined that the damage protection product cannot be honored due to actions that invalidate such protection," which gives no reason why the Damage Waiver is void. Also, at the time of rental pickup and applying the company discount code, there was no communication or notification from Enterprise or in the rental agreement indicating that if the vehicle was not rented for business purposes, the Damage Waiver coverage would be void. I attach the rental agreement that shows no detail about this condition. This significant condition was never disclosed to me, and I was not given an opportunity to understand or accept this specific limitation. I kindly request that Enterprise provide clear evidence that this term was communicated to me before or at the time of rental.

  2. Accident Responsibility and ******************start="891" data-end="894">Nobody have ever show me the police report so I do not know what is include in it. Regarding the accident, the photos clearly show that my vehicle was struck from behind by the other drivers vehicle. My car was traveling within the lane and maintaining proper control until being hit by the opposite pickup truck. Also, the opposite vehicle driver keep apologizing once the accident happened, which means the opposite driver clearly acknowledge it was his responsibility to this whole accident. About the speed, I believe I was driving about ***** mph before the accident happened and also lower the speed before the accident because I was about to drive into a curve. Thus, the actual speed maybe even lower than the range I provided before the accident. Based on that, I do not think the vehicle was traveling too fast for the conditions. I therefore dispute any implication that I share fault for the accident, as the impact clearly came from the other party. I urge Enterprise to consider this physical evidence in assessing liability.

   

  
  Sincerely,
  
  **** ***

  Business Response

  Date: 05/29/2025

  Per the rental contract executed by Mr. **** he is responsible for all vehicle damage which occurs during his rental period. However, our office is currently working to establish a claim with the other drivers insurance carrier. Should these efforts be unsuccessful, we will continue to pursue reimbursement directly from Mr. *** for the damages.

  Customer Answer

  Date: 06/02/2025

  Complaint: 23350225

  To Whom It May Concern,

  
  Thank you for your response. However, I must point out that the response completely ignores my first concern regarding the lack of disclosure about the Damage Waiver voidance.

  While I acknowledge the rental contracts terms, I must strongly dispute your position based on the following:
  

  1. At the rental counter, the staff member who assisted me was fully aware that my trip was for personal, not business, purposes. Despite this, I was never informed that the Damage Waiver would be void under these circumstances. At no time during vehicle pickup or within the rental agreement was I informed that if the vehicle was not rented for business purposes, the Damage Waiver would be void. This failure to disclose such a critical condition is unacceptable and undermines the validity of your claim. 

  2. The accident was clearly caused by the other driver, who struck my vehicle from behind, as evidenced by the accident photos. My vehicle was traveling properly within its lane prior to the collision.

  Sincerely,
  
  **** ***

• Initial Complaint

  Date:05/21/2025

  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 this location in March and was incorrectly charged a drop-off fee. Ive contacted customer service multiple times, and each time Im told the issue has been escalated to the location managerbut Ive never received a follow-up. Its been months with no resolution. Im extremely disappointed with the lack of accountability and poor customer service. I wont be using ********************** again and strongly advise others to avoid this location

  Business Response

  Date: 06/03/2025

  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:05/21/2025

  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.

  We are writing to file a formal complaint against Enterprise Rent-A-Car regarding a faulty rental vehicle and an unjust demand for damages.After an accident with our personal vehicle, our insurance provider instructed us to rent a car. We rented a vehicle from Enterprise (****************) and provided our comprehensive insurance information at the time of rental.The day after pickup, we noticed multiple warning lights on the dashboard and returned to the Enterprise location to report the issue. A staff member inspected the vehicle briefly, told us it was not a concern, and assured us it was safe to drive.The very next day, while driving less than 1 km from our home on *************, a smooth, well-maintained road we heard a loud cracking sound, and the car suddenly stopped moving. We immediately contacted Enterprise, and they arranged for a tow truck and issued a replacement vehicle.We visited the branch the next day to better understand what had happened. We were told the original vehicle had been towed to their service shop, and there was no mention at the time of any customer fault or responsibility.This May 2025, we were shocked to receive a demand from Enterprise for over $4,600+ in damages. This charge is unacceptable. As a rental company, Enterprise has a clear responsibility to provide safe, roadworthy vehicles to its customers. We acted in good faith, reported issues promptly, and followed their advice. The mechanical failure we experienced was beyond our control and appears to have been related to a pre-existing condition in the vehicle.We are extremely fortunate that this incident did not occur while driving at higher speeds or in more dangerous conditions it could have caused a serious accident or injury.We respectfully request that your office investigate this matter. We also ask that Enterprise cancel the charge and provide written confirmation that we are not being held liable.

  Business Response

  Date: 06/11/2025

  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:05/20/2025

  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 April 5, I picked up an auto to use while my car was being repaired. I walked around the car with the attendant and pointed out to him a superficial scratch on the passangers door. The attendant saw it, but dismissed it. I asked if I should photograph it, and he said, if you want, but it isnt necessary.. Trusting him, I did not take a picture. Two days later I was at a clients home, and he saw the scratch, and can attest to it. On May 2 I returned the car at my body shop when I picked up my own car. 3 days later, I noticed on my credit card that I had been charged $654.50 by Enterprise. I called Enterprise. They said they tried to call me, but never left a message. They said the charge was for damage to the car. I went to Enterprise, and there was same scratch I had seen back on April 5. The attendant who took care of me April 5 was not there. However, I was told that they had checked with him, and he denied ever seeing a scratch at time of rental. I was never able to speak in person with the attendant in question. I called repeatedly, and was told he was not there. Subsequently, I spoke to my credit card company and they refunded the money. Several days later, I received a call from my auto insurance company, indicating that Enterprise had filed a claim for the $654.50 repair. . However, I have a $1000.00 deductable for each claim, and will therefore be liable for the full amount..

  Business Response

  Date: 05/21/2025

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

• Initial Complaint

  Date:05/20/2025

  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 reserved a truck to rent and when I got there to pick it up, they didn't have a truck, fine it happens. They gave me an SUV. But they still charged me for a truck. Then I've been on hold for 20 minutes because people won't answer the phone at this location. Definitely filing a complaint with my bank. All they had to do was answer and give me my money back because a truck was $20 more per day than an SUV. I'm not about to pay for something I didn't get. Well they finally just answered only to hang up without saying a single word.

  Business Response

  Date: 06/03/2025

  Thank you for the opportunity to respond. Here is the response from our local management team, We have been attempting to contact the customer to discuss this but have not received a return call. We would be happy to discuss this further in the future if the customer would like. Thank you.

• Initial Complaint

  Date:05/20/2025

  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.

  On Feb. 27, 2025, I reserved a minivan from Enterprise, for 9am pickup on Friday April 4th, returning Tue. April 8, 2025. The cost was $278.72, confirmation #**********. Location was **************************************On Thursday, April 3rd at 4:45 pm (close of business), I get a call that the minivan we'd reserved for our trip of 6 adults and accompanying luggage isnt available. Inexplicably, I was told we were caught off guard by the Masters golf tournament - an event that's occurred at the same time for the last 100 years - and wouldn't even BEGIN until AFTER I returned my vehicle. I pointed out the absurdity of the excuse and got total silence.I asked what else they had available to accommodate our group. I was told they had nothing, but I was free to call around and see if I could find something myself - with just hours remaining before we leave. In disbelief, I asked why THEY were asking ME to do THEIR job in securing a vehicle considering its THEIR oversight. Shocked by the incompetence, I hung up and called Enterprise ******* **** support line (member 7J3MXPF).6 or 7 transfers and representatives later, I was told by 4 or 5 different people that Id soon be contacted by the regional manager who would surely get this resolved. I was assured of this repeatedly. I never heard from anyone.The morning of departure I made one last support call and was again told that a regional manager would call with some sort of resolution. Feeling like I was getting the run-around, I asked for a reference number for this claim/investigation and was given Reference #********.Ultimately, our group of 6 had to split up and drive our own cars, incurring the wear and tear wed hoped to avoid, as well as doubling fuel costs, and requiring 2X the effort. And because Im the ******* member who suggested Enterprise, I looked like a total assh*le when I told everyone they had to drive themselves. Been six weeks, still havent heard from Enterprise.

  Business Response

  Date: 06/02/2025

  Thank you for the opportunity to respond. Management offered compensation to resolve.

• Initial Complaint

  Date:05/20/2025

  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 a ****** Corolla from Enterprises ***********, ** location on 5/12 for a one-day, 300-mile work trip to **********, **. When I arrived, there was a homeless woman sitting barefoot in the office, and only one staff member helping customers. After declining additional coverage (per my company policy), I was handed the keys during heavy rain. The staff briefly showed me the lights and wipers, but no vehicle walkthrough was done. I didnt think much of itEnterprise has always seemed reputable. I paid $176 for a 1 day rental.After loading my bags, I noticed large food crumbs and stains on the upholstery. Pressed for time and with a long line behind me, I used my own wipes to clean the drivers area instead of waiting for another vehicle. I drove straight to ********** with no issues. Upon drop-off, I mentioned the dirty condition to the local staff. The agent inspected the car, pointed out scratches near the driver door I hadnt seen, and asked if I caused the damage. I explained I drove straight from ** and had the car for only 5 hours. It then hit me that no inspection had occurred when I picked it up.The Charleston agent said he'd contact the GA office to resolve it. Three days later, I got a vague damage email with no details and no prior call. I completed a survey explaining the situation, and on 5/16, someone named ****** from GA called, agreed with my concerns, and asked how to help. I said I just wanted the issue resolved. As of 5/20, its still not resolved. Ive since learned Enterprise is trying to charge me for damage to the bumper, both side doors, and the trunknone of which I caused.Ive never had an insurance claim, never damaged a rental, and always take care of vehicles. I was told that because it was an out-of-state return, a full walkthrough is requiredbut Enterprise didnt even check the cars history before blaming me. Be warned: always insist on a walkthrough. I trusted the process, and now Im being wrongly held liable.

  Business Response

  Date: 05/29/2025

  May 29, 2025

  BBB

  RE: Case# ******** ******* *****

  Enterprise File No. 22515462

  To Whom it May Concern:

  Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by ********* Ms. ***** rented a 2023 ****** Corolla bearing Massachusetts registration 3WFH53 from Enterprise ******************************** dba Enterprise Rent-A-Car in ************ *******.

  At the time the renter took possession of the 2023 ****** Corolla, the vehicle was determined to be rented without damage. This was confirmed by the renter initialing on an electronic tablet at the time of check out. 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.

  After reviewing the concerns presented by Ms. ****** and notwithstanding the foregoing contractual obligations, our file was closed as a matter of customer service on May 21, 2025. At *********************** we strive to satisfy all our customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.

   

  Sincerely,

  ******* ******* Analyst

  Damage Recovery Unit

  Customer Answer

  Date: 05/30/2025

  Complaint: 23354483
  
  I have reviewed the business' response and am rejecting it because: no walk through of the vehicle was performed with me there fore making any initialing or signing void. The agents at ********* location in *********** did not correctly explain what I was signing or acknowledging. Had that been the case, I would have requested a formal walk around of the vehicle to note its condition as is the standard practice of Enterprise when completing a rental agreement. Due to too much trust in Enterprise as a company and its processes, I neglected this part of the process, however, that is not my job nor my responsibility as the customer. The agent did not perform their role to its specifications and they misrepresented the not only the forms I signed but also the rental process as a whole.

   

  You may want to double check Enterprises 'Standard of Care Pledge' which is easily available on the website, which not only pledges cleaniless (which I did not recieve) it also includes the visual inspection which was clearly not completed before doubling down on this falsified damage claim and a vehicle that was clearly not maintained prior to (unfortunately) being rented by me for half of a day. Again, it is obvious that policies and procedures were not being followed by the Blarisville location and it is not on the consumer (me) to fix that - you need to. This is obviously a much larger issue and there should be concern on Enterprises part that not only are their pledges not being followed but that vehicles are not properly being noted. I wonder how many other customer have been falsely charged with damages and simply accepted it because of inadequate record keeping? 

   

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

   

  I am asking for a full refund ($176) of my rental at this point in time.
  
  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/05/2025

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