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:05/20/2025

  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 for November 27, 2024 for 10:00 PM pickup at the ******************* location. My family had just suffered the unexpected death of a close relative, & we needed to travel to ** for the funeral on Black Friday. Enterprise was the only rental company showing availability for that night.After work, I drove nearly 2 hours to the airport, waited behind this customer ahead of mewho seemed to be pleadingreceive a vehicle. When it was my turn, I was told there were no cars left, despite my confirmed reservation. I was offered two options: wait until 11:45 PM (despite the location closing at midnight) or try again the next morning (Thanksgiving) on a first-come, first-serve basis. I was also never contacted earlier in the day to be informed of any issues with this reservation. I was given a business card & told to call at 11:45 PM, but the number led to a general Enterprise hotline. I called & emailed ***eatedly. A phone *** assured me Id be in a car by EOD Thursday, which never happened. As a result, my family was unable to attend the funeral-an outcome that caused deep emotional pain.On November 29, I received a call from ***** ************, the manager of the ******************* location. He apologized for the situation & promised me a complimentary rental as a gesture of goodwill. He said hed follow up in a week to give me a complimentary rental. Later, I received an email with another customers case number. I ***lied to clarify, & Mr. ************ confirmed hed call mehe never did.Ive filed multiple complaints with Enterprise since then. Each time, I was told the matter was escalated to the district manager. I never received a single follow-up call.This entire experience was unacceptable and deeply distressingespecially during a time of grief.I trusted Enterprise in a moment of *************** & was let down ***eatedly. I am asking for Enterprise to uphold the promise that was made & take accountability for how this was handled.

  Business Response

  Date: 05/20/2025

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

• Initial Complaint

  Date:05/19/2025

  Type:Product 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 minivan from Enterprise for one week. The car was photographed at pick-up because there was a lot of exterior damage. We told the agent and she acknowledged that the car was in bad shape and we did not need to worry because they knew about it already. We documented the condition anyway and also the condition at return, which was exactly the same, no additional damage.The car was returned as scheduled on 4/21 and there was no mention of any problem, nonetheless, we documented the condition.I received a call from my insurance company several weeks later letting me know that Enterprise had filed a claim for damage of the rental vehicle. I was never contacted by Enterprise prior to them doing this. The claim is false and possibly fraudulent on their part as I see that many people complain about this. I finally received a notice in the mail from Enterprise asking for payment. I emailed the address that was provided to me in their letter telling them that this claim is false, however, the email address is not functional and gets kicked back.

  Business Response

  Date: 05/20/2025

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

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and although I am satisfied with the resolution, I find their written response indicates that they are not taking responsibility for what happened. I never agreed that there was no damage to the vehicle, in fact, it was pointed out and asked about several times and the agent insisted that everything was within the accepted limits and she even took out a card with a hole in it and applied it over the marks on the vehicle to show us that they were small enough not to be a problem. Enterprise needs to provide customers with a way of documenting on the rental agreement, all of the existing damage of a vehicle.  We were never given any actual paper, everything was signed via iPad (out in the sun where you couldn't even see) and emailed later. Too many people are being charged with damage that they did not incur.
   
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/19/2025

  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 4/17/25 the amount of ******** was withdrawn from my bank account by ********************** Katy.The $******** consists of different dates/amounts which add up to $********.On 3/28/25 the amount of ****** was added to this payment history which was attached to the $********.Prior to 4/17/25 on the date of 3/29/25,I was present at Enterprise and made the payment of $******.(Bank statement screenshot attached)But the $****** was never deducted from the $******** and I was charged for the $****** again.Immediately after being charged the ******** I went into Enterprise and spoke to a female concerning the issue(The card/info she gave me is attached). I explained the entire situation/issue to her numerous times and I also showed her my online bank statement proving that the $****** had already been taken out of my account and payed for. She still refuse to make the correction and told me to take it up with the bank,which was very unprofessional and terrible customer service.I need my $****** expeditiously!

  Business Response

  Date: 05/22/2025

  Thank you for the opportunity to respond to the complaint. Management has reached to the customer but has been unsuccessful in establishing contact. Management has sent emails as they intend to speak with the customer directly.

• Initial Complaint

  Date:05/19/2025

  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.

  unfortunate experience with Enterprise roadside assistance on 2/7/2025 when the vehicle we rented blew out the tire on the side wall after hitting a small pot hole in *******, ** around 4:00pm. Due to there being no donut or spare tire in the vehicle we rented and the location of the hole in the tire, we were at the mercy of Enterprise's roadside assistance. After much back and forth we were finally issued a tow and a link for an ***** We were instructed not to click on the **** link until the tow came. The Tow never came. We then tried to click the **** link and it informed us that there were no drivers available. We explained to roadside that we were only 20 miles from the nearest enterprise in ************, but were unable to get there as the vehicle was not driveable. There was nobody that could assist us in getting a vehicle swapped, and my family of 5, including three young children, remained stranded in a small town in upstate ** in the cold of winter. Once the Enterprise office closed at 6:00pm we took it upon ourselves to get our family to safety by calling a local cab company to take us back to ********* where we could stay the night in a hotel and then get to the local Enterprise office in the morning to deal with the situation. It was 9:30pm before we checked into the Hotel. We were stranded and scared and helpless for five hours.All of this was added on top of an already stressful reason for traveling, the death of my grandmother, for which I arrived 24 hours later than planned due to being stranded.Please find the receipts for the additional expenses incurred that I would like reimbursed to my credit card on file including; the Cab fare to the Holiday Inn Express *********, the one night stay at the Holiday Inn Express in *********, **, and the Cab fare to the Enterprise office in ************. I would also like the cost for one day's rental reimbursed given we were one day late in arriving at our destination due to the vehicle being undriveable.

  Business Response

  Date: 05/29/2025

  Thank you for the opportunity to respond. Management spoke with the customer and offered compensation for the transportation and lodging costs incurred.

• Initial Complaint

  Date:05/19/2025

  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.

  On 2/26/25 I was approved a rental car through my insurance. It was $30 a day up to $900 a month and to be honest at the time I didn't understand exactly what that meant. The guy called and I went to pick up my car. The only thing in stock was a truck. I signed the paperwork but he never explained that vehicles came in different classes and this was not in my class and I would have to pay extra. He did say I could switch out but when I called to switch out he started talking about something else and we never got back to that. I ended up turning the truck back in 2 days early because they were calling me at work asking me about weekend rates a couple of times a day. I realized that I was paying an overage of ***** which totaled $417.19. I should have been told he only had the one vehicle or I should have been called back in as soon as they got one in my price range. I tried to talk to them about a refund but they said there was nothing they could do. That is when I decided to call what I thought was the corporate office. I first start with the chat prior to April 8th and got no response. I have called on April 8th, 11th, 23rd, and May 8th. Each time they say they will send the request to upper management and they will contact me but nobody does. All I want is my money back because I feel that the ***************** dropped the ball. They did not put me in the car class I should have been in and upper management WILL NOT return my call. They also gave me a reference number the last time I called. Reference #********

  Business Response

  Date: 05/20/2025

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

  Customer Answer

  Date: 05/21/2025

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

• Initial Complaint

  Date:05/19/2025

  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 had a confirmed reservation for a luxury SUV with Enterprise from March 20, 2025, to March 31, 2025, scheduled for pickup at **************************************. The estimated value of this reservation was approximately $3,500. Upon our arrival at ******** at 8:00 PM, we were informed by the on-site agent that our reservation had been canceled. No reason was provided, and the agent refused to assist us further. I showed him that my reservation was still marked as "confirmed" in my records, but he simply stated there was nothing he could do. He did not offer an alternative vehicle, nor did he attempt to find a resolution.I requested to speak with a supervisor, but the agent told me it was "too late" to contact one. At that point, I was traveling with my wife, our four young children, and my elderly motherwe were effectively left stranded in a foreign country with no transportation late at night.Since returning home, I have made repeated attempts to contact Enterprise for a resolution. It has now been over two months, and every time I call, I am told that a supervisor will return my call. Just today, I followed up again and was told that yet another request has been submitted for a callback.Not only were we forced to make last-minute alternative transportation arrangements at our own expense, but we also lost all the reward points we were expecting to receive through Delta and Enterprise. Most importantly, the lack of assistance and consideration shown to my family during a very stressful time was unacceptable.I am requesting immediate attention to this matter, including a full explanation, appropriate compensation for the costs and inconvenience incurred.

  Business Response

  Date: 05/30/2025

  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:05/19/2025

  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.

  Enterprise Rent-A-Car is charging me for damage to a vehicle that was not visible or disclosed at the time of rental. When I picked up the vehicle in *******, **, a staff member at the local branch pointed out black streaks on the white paint and told me they were harmless factory adhesive, not damage. I was instructed to ignore them. No photos of the vehicle were taken before my rental began, and the only documentation was a written inspection form that did not note any damage in the area in question.The damage they are now claiming was discovered only after they cleaned off those black marks which concealed it. I believe this was pre-existing damage that Enterprise failed to properly inspect or disclose. Additionally, if I had caused the alleged damage, it would have disrupted or scraped through the black adhesive residue that was on the vehicle at the time of pickup. However, the marks were intact, which suggests the damage was already present underneath and concealed by the adhesive. This supports my claim that the damage was pre-existing and not caused during my rental period.Despite raising these concerns, they are continuing to hold me financially responsible without proper evidence or documentation. I am requesting that this claim be dismissed. Claim Number: ******** Rental Agreement #: 7XLBH3

  Business Response

  Date: 05/29/2025

  May 29, 2025

  BBB

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

  Enterprise File No. 22422211

  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 2024 ****** Sentra bearing Indiana registration FL860ACC from Enterprise Rent-A-Car *************************** dba Enterprise Rent-A-Car in ******** ************.

  At the time the renter took possession of the 2024 ****** Sentra, the vehicle was determined to be rented with damage to the front bumper (crack). This was confirmed by the renter initialing on an electronic tablet at the time of check out. The vehicle was returned with damage to the passenger quarter panel. Per the rental contract executed by Ms. ***** 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, 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

   

  Customer Answer

  Date: 05/30/2025

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

• Initial Complaint

  Date:05/19/2025

  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.

  Complaint Summary:I am being held financially responsible for damages to a rental vehicle despite a failure by Enterprise to properly verify a corporate discount code I used at the time of rental. The discount was tied to my former employment, which Enterprise did not verify until after the incident. They now claim that it was my responsibility to notify the branch of the discount, but the discount should have never been applied without eligibility confirmation. I believe this is a procedural failure on their part.What Happened:I rented a vehicle through Enterprise using a corporate discount code provided for employees of a specific company. At no point during pickup or checkout was my employment verified. Following an incident involving damages to the vehicle, Enterprise began investigating the validity of the discount and informed me I was ineligibleonly after the fact. They are now pursuing nearly $10,000 in damages and stating that had the damage not occurred, the discount would never have been questioned.Why Im Filing:Enterprises failure to verify employment at the time of rental directly contributed to this dispute. I should not be penalized for a process they neglected. I have reached out and received a formal response denying any fault on their part and continuing to hold me fully liable. This issue deserves a higher-level review and accountability.Resolution Sought:I am requesting that Enterprise dismiss or significantly reduce the financial responsibility they are seeking, based on their failure to verify discount eligibility before finalizing the contract. I am also requesting that Enterprise review and clarify their verification procedures to prevent similar issues in the future.

  Business Response

  Date: 05/28/2025

  May 21, 2025

  BBB

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

  Enterprise File No. 21831476

  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 2024 ****** RAV4 bearing Texas registration THB0761 from *****************, dba Enterprise Rent-A-Car in *******, **********The rental was reserved using a corporate account number which includes Damage Waiver in the rental rate. At return, Mr. ***** advised he hit a deer, and a claim was created.

  To validate Damage Waiver, our office reached out to the corporate account to verify Mr. ***** was an employee on business. On January 16, 2025, our office received confirmation that Mr. ***** was not employed by the account and was not authorized to use the corporate account number to rent vehicles from *********************** Consequently, the damage waiver is void and our office billed Mr. ***** for the rental vehicle damage on March ********

  However, if Mr. ***** does have permission from the corporate account to rent under this account number, we ask him to please contact DRU at the phone number below to discuss.

  Per the rental contract executed by ********* he is responsible for all vehicle damage which occurs during his rental period. Currently, our office will continue to pursue Mr. ****** for damage to the rental vehicle.

  Sincerely,

  ******* ******, Analyst

  Damage Recovery Unit

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

• Initial Complaint

  Date:05/19/2025

  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.

  This location is the worst. I rented a vehicle on 5/9/2025 and returned it on 5/11/2025 which was my scheduled return date and I have yet to receive a receipt. ***** has refused to close out my rental agreement after checking vehicle in on 5/12/2025 to release my $300 deposit. ***** is the branch manager and he is intentionally committing fraud. The vehicle was checked in and returned on 5/11/2025 in the same condition that it was rented but ***** has refused to provide me with a receipt and refused to release my $300 deposit. There is no contact for corporate.

  Business Response

  Date: 05/20/2025

  Thank you for the opportunity to respond. Our Area Manager has spoken with the customer and resolved the matter directly.

  Customer Answer

  Date: 05/22/2025

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

• Initial Complaint

  Date:05/18/2025

  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 received a damage statement regarding recent rental from ***************. While no visible damage was noticed upon pickup, we had this vehicle in our possession for less than 24 hours before the tail light fell out. There was no incident that should have caused this to happen. The door was simply shut as we exited the car in a funeral procession and the light fell out. Upon examination it was observed that there was what appeared to be an anchor that did not appear to be factory super glued into one of the holes. (See photo attached) we took this vehicle to the ********************* location and while the woman agreed that someone fixed it enough to place blame on the next person, they did not have any vehicles and sent us to Cocoa to switch out. While at ***** the ***resentative refused to take our statement as we ***orted because he doesnt know about cars and doesnt want to look stupid he further said he thought it was in the manufacturing because Jeeps are made cheap. After hours at the location trying to sort things out we were forced to sign a claim that omitted details from our statement, as he refused to include. When we arrived back at *************** with the exchange we again mentioned our issues and were assured this would not be an issue and he would amend the original complaint as the ***resentatives are supposed to take ***orts verbatim this was an absolutely horrible experience only having been in the state for 48 hours for a funeral and having multiple hours wasted trying to remedy this mess. ******** customer service and such a disappointment. As you can see from the picture there is no physical damage to the vehicles body or paint. The second picture the top left of the tail light appears to have a dry wall anchor and superglue. This is what we would have liked into the ***ort that the *** in ***** would not include. There also seemed to be remnants of super glue on the bumper. It seems pretty obvious someones attempt to fix did not hold.

  Business Response

  Date: 05/28/2025

  May 27, 2025

  BBB

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

  Enterprise File No. 22344860

  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. ********** Snyder rented a 2025 Jeep Wrangler bearing Florida registration 50EYYC from Enterprise ******************************** dba Enterprise Rent-A-Car in ******************************

  At the time the renter took possession of the 2025 Jeep Wrangler, 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