Complaints
This profile includes complaints for Enterprise Fleet Management's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:10/18/2023
Type: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 a lease for a vehicle with Enterprises FM Trust ( customer ******, model invoice ************ ). The lease was for 48 months and the contract is up. Since the lease has been paid with this particular contract, I have the option to receive title or turn it in. I have expressed my interest in receiving the title via emails and phone conversations with various Enterprise employees. However, no one at the office is familiar with my account or they do not know who handles this account. My attempt to find someone within the company to clarify and respond to my situation has been fruitless. Each employee that I speak with say that the company has had many changes and they do not or will not handle my request.
LOCATION INVOLVD:
Address: ************************************************************* Phone: *************
Business Response
Date: 10/18/2023
I passed the contact information to the appropriate team and they will be contacting this customer this week to discuss the concerns.Customer Answer
Date: 10/18/2023
Complaint: 20745506
I am rejecting this response because: The issue has not been resolved yet.
Sincerely,
*******************************Business Response
Date: 10/19/2023
***** from our account team has emailed and left a voice mail on 10/19/2023. Please contact her directly to discuss this issue.Customer Answer
Date: 10/20/2023
Complaint: 20745506
I am rejecting this response because: We have received numerous emails regarding our intentions regarding the lease. We started in May of 2023 letting Enterprise know that we would be taking title. However, we keep getting emails asking about my intentions. we can't get in touch with anyone via phone. There seems to be confusion from Enterprise on which department handles the account and how to process the request. We can always be reached at ************ or ************.
Sincerely,
*******************************Customer Answer
Date: 11/16/2023
We are still trying to get this issue resolved. The company has been difficult to communicate with. On 11/15/2023, I reached out again to ****** with Enterprise Fleet Management. She was very confrontational and combative. She continued to focus on another van/contract which is not relevant. The van that has been in question has been Unit 239K6S-1123-MR. The payment agreement for the van has been reached and I am wanting to gain title. Enterprises says they need to know my intentions of seeking title or turning the van over to them. I have expressed since June that my intentions are to seek title to this unit. Now they are billing me a monthly charge of $87.04 plus $2.61 and $15.00 because "they don't know my intentions". This amount should be refunded for November because of the ineffectiveness of the company to process the information in a timely manner. I will note, there appears to be a number of departments who handles clients that want to receive title. However, the departments do not communicate well and the process starts over and over again.Business Response
Date: 05/09/2024
This client was interested in purchasing a unit from us at the end of the lease. We were unable to sell the unit to them at that time due to an outstanding AR balance on their account that needed to be paid first. Since this time the balance has been cleared and the sale was processed in November for this unit. This issue appears to be resolved.
Customer Answer
Date: 05/09/2024
Complaint: 20745506
I am rejecting this response because:
Eventually, the company recognized my intentions to purchase the van. However, during their confusion and passing me to a variety of departments, they continued to charge fees because they stated that they were not aware of my intentions to purchase the van. Fees were never reimbursed.
Sincerely,
*******************************Initial Complaint
Date:09/22/2023
Type: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.
Eighteen months ago, we entered into an agreement to work with Enterprise to help manage our fleet of 18 vehicles. Their representatives at the *************** have been unresponsive, have dropped the ball on approving repairs, and have led to us incurring more fees for service and maintenance. As we approached the end of the first year, Enterprise was already behind on selling trucks that they had shown interest in having us trade in. When we began conversations, Enterprise indicated that they could also help us update our fleet by procuring box trucks that met the need of the business, and by taking trucks from our existing fleet as trade ins. They said they have such a wide resell base that we would get credit for their anticipated resell value at the time of trading in our old vehicles and taking ownership of the new. Upon completing our first transaction, they took back this statement, demanded a much larger deposit than previously agreed to, and held 2 of our old vehicles hostage. This has all been going on for the last 6 months, after an initial 12 months of constantly running an undersized fleet because Enterprise continuously dropped the ball on having repairs completed in a timely manner, often 2-3 times longer than it takes us when we are managing repairs.Customer Answer
Date: 09/25/2023
This is not a rental, this is related to a seperate company in the Enterprise family that offers fleet management services. Their most local office to us is *************************************** Both local and national representives have been involved.Business Response
Date: 09/26/2023
I have forwarded this complaint to the leadership team of our *************** and asked them to contact you directly to discuss these concerns, per your resolution request.
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