Business Profile

Truck Rentals

Enterprise Truck Rental

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Enterprise Truck Rental's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

35 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

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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:06/28/2025
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 vehicle from Enterprise from June 7 to June 20, 2025. When I arrived to pick up the vehicle, it was not clean and had visible damage. I immediately informed the receptionist of the condition of the vehicle, and she acknowledged this while taking photos of the car. Despite notifying the staff at the time of pick-up, I later received an email with a Loss Damage Report falsely claiming I was responsible for pre-existing damage. I was never contacted to provide my side of the situation I was simply blamed and billed.Additionally, I was charged for tolls even though I had already added the rental vehicle to my **** (*****************************) account, and tolls were paid directly through ****. I provided a screenshot of payment as proof, but Enterprise still charged my card without justification.This experience has been extremely frustrating, misleading, and financially unfair. I am requesting:1.A full refund of all toll charges improperly charged to my card.2.Immediate dismissal of the damage claim (Claim #********), which is inaccurate and unsupported by facts.3.A formal apology and acknowledgment of their failure to contact me or fairly assess the situation.I would appreciate the BBBs assistance in resolving this matter as soon as possible.Desired Resolution: Refund, Removal of False Damage Claim, Apology Consumer Info:******* ***** ************* *************************
Business Response
Date: 07/02/2025
Thank you for the opportunity to respond. A response is
attached. The Highway Toll Administration matches tolls accrued by Enterprise
rental vehicles with the corresponding rental agreement open at that time by
way of license plate. The entity provided the phone number 877-860-1258 and
email address [email protected] for any questions regarding toll
activity. We encourage the customer to reach out to this entity for any
duplicate charges reflecting on their personal toll account.
Customer Answer
Date: 07/03/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID 23531856 and am satisfied with this resolution.

Sincerely,

Jessika Shell
Initial Complaint
Date:06/08/2025
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 would like to file a complaint and seek compensation due to the huge inconvenience and dissatisfaction I experienced in my recent experience with Enterprise Truck Rental. On 02/26/25, I reserved two 3/4 Ton trucks from 2 different locations (*******, ********************, **) for May 15 to 19/20. I depended on the availability of these 2 trucks for the purpose of towing 2 different RV trailers. On May 14, a day before I was expected to fly to ***** and my friend expecting to fly to ******* to pick up these trucks, I was told that one truck would not be available for pickup by the Ontario location. For the truck in *****, I was called by the Enterprise office on the morning of May 14 and was given confirmation that a truck would be available the following day. Then, at 5pm that same day, I was told be an associate that "he was giving me a heads up that their inventory was running low on 3/4 ton trucks, and that he was letting me know so I wasn't thrown off if I heard bad news tomorrow." Not only did I not understand what this meant and felt that this message was relayed in an unprofessional manner, this added even more stress to my trip that was planned to begin the following day. Already suspecting that Enterprise ********* was not going to have a truck ready for me on the 15th when I flew in to *****, I took a leap of faith and paid for an **** to the location early in the morning. All I was told was that I was too early to pick up my reserved truck. When I asked if they could confirm if one would be available, the associate's response was "Well, we've been running low, but we'll give you a call regardless to notify you." I was never called. As a result, I had to rent 2 other trucks from another company which was a lot more expensive then what I was expecting to pay SINCE FEBRUARY from Enterprise Truck Rental. Not only did this horrific situation and inconvenience cause me and my friends great emotional distress, but it also caused us financial repercussions.
Business Response
Date: 06/23/2025
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.
Customer Answer
Date: 06/23/2025
Complaint: 23442134

I have reviewed the business' response and am rejecting it because: the company did not provide a resolution. The company simply stated that they need to investigate the matter further. Therefore, I would like to keep this case open with the BBB as we await the response of the company.

Sincerely,

****** *******
Business Response
Date: 06/30/2025
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:05/03/2025
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.
Was sold on lies told I was able to buy a truck or 2 after paying it and before it goes to auction was told that we had to turn in our 2 black ram 2500s 2024 in due to them not able to wait a week on 1 single payment was treated like s*** from every single person in the ***** office and *********** office its all ran by KIDS Im so furious and angry at this whole situation I just wanted to keep and buy my 2 trucks after being there for A YEAR Ive paid ********* on 2 trucks in ONE YEAR
Customer Answer
Date: 05/05/2025
I stated that I want resolve
Business Response
Date: 05/06/2025
Thank you for the opportunity to respond. Management spoke with the customer prior to this complaint in an attempt to collect payment for the outstanding balance on file. The customer notified management that payment would not be able to be processed for some time. Management shared the rental vehicles would need to be returned if payment was not made current. The customer returned the ********************** vehicles to an out-of-state location. Due to the circumstances of this rental and the condition of the vehicles upon return, there will be no further action taken at this time.
Customer Answer
Date: 05/06/2025
Complaint: 23282544

I have reviewed the business' response and am rejecting it because:

The fact of this matter is the trucks would not have been returned that way if they had given a week of me making a payment and I was treated like s*** prioyto this and after this ENTERPRISE DOES NOT GIVE A F*** ABOUT THERE COUSTOMWRS THIS WILL ESCALATE

Sincerely,

******** *****
Business Response
Date: 05/07/2025
We have reviewed the complaint brought forward and will not be taking further action.
Initial Complaint
Date:05/03/2025
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 currently have a corporate account and contract with Enterprise Truck Rental. We currently have a 26 foot box truck out for rent from the location @**********************************. Our POC ******* ************ and I made arrangements for one of my company drivers to pick up a truck a few weeks ago and we have had the truck since. When we received the truck it had a broken lift gate, the horn doesnt work, a blown passenger side low beam, and the driver side door has not opened in 2 weeks (the lock is stuck). This is a commercial vehicle we cant use for commercial use. We contacted ******* to swap that vehicle and pick up an additional truck as well. We planned to do that this week but when the day came for us to complete this transaction, we received an email from ******** manager ******** telling us that our account was in default and that we needed to make a payment before our account was escalated. This made no sense, because we had just paid our account to current the previous Friday and it was Tuesday morning after a federal holiday Monday. We contacted ******* to ask who ****** was and what she was referring to and ******* played the situation down, stating we just need to catch up on the payment. I reminded ******* that it was a new week and we hadnt even indicated if we were returning or keeping the vehicle. Reminding him that either way his manager -******* Email- was inappropriate. Last week I called ******* to request a refund for the broken truck and rent two more. ******* told me he was waiting to hear back from other branches pertaining to my additional truck, but that he had one truck on site and would call me back.I didnt hear from *******, I heard from ****** again with more threats. I told ****** what ******* and I agreed to and she said: I can take payment and make you current, but cant rent anymore vehicles to you ****** and Enterprises actions caused us significant financial harm we were relying on these vehicles for are drivers
Business Response
Date: 05/19/2025
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:05/03/2025
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 currently have a corporate account with **********************. We recently contacted Enterprise to obtain some trucks for new hires (and had a previous reservation). When we contacted Enterprise in ******************, rather than booking our reservation we were told to contact a ******** *******. When we contacted **** he told us that our company was ineligible to rent because one of our employees had a previous Do Not Rent restriction from Enterprise despite us having a contract in place. We told **** that this was discrimination and he told us talk to my boss, its over my head I contacted ******** ******, Risk Manager for Group 48 (CT,**, and **********) and ***** Manager. ******** was extremely condescending, and conducted the conversation like an investigation as opposed to a business transaction. ******** echoed ***** sentiment and then took it a step further by accusing my company of committing fraud against his company with no evidence. We contacted Enterprise **************** and filed a complaint against these gentleman for the uncomfortable experience and defamatory statements. In response to our complaint ******** ****** began contacting the local branches within his division ordering them not to rent to my company. He then took it a step further by contacting additional branches in ************* (outside of his scope and control) and then convinced them not to rent from us. We need ******** ****** and his minions to stop with the harassment and blocking of our business. Enterprise is aware that we hired new employees that were depending on these vehicles. Due to ******** ****** and Enterprises actions we were unable to get a number of our drivers work this week and suffered significant financial losses due to Enterprises ignorance, mismanagement and negligence.
Business Response
Date: 05/19/2025
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.
Business Response
Date: 05/29/2025
Enterprise Truck Rental began business conversations with ******************* on 8/9/2024. These communications were conducted via a business email and text with ***** *******. On 9/9/2024, a Master Truck Rental Services Agreement was executed on behalf of *********************** with the Owner ***** *****. On 9/20/2024, ***** ***** was denied a truck rental at our ******************************************* location being that the customers ********************** privileges were revoked 3/15/2023. On 4/4/2025, ******************* reached out to Enterprise Truck Rental and spoke with a business rental sales executive via ********* Teams. The conversation concluded and the next step was for a Certificate of Insurance to be issued that would cover a vehicle rented by ******************* from Enterprise Truck Rental. Although this was received, a ********************* representative shared the insurance was not active during the underwriting process. Due to the circumstances, there will be no further action taken.
Initial Complaint
Date:04/19/2025
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.
Ive wanted and called about 20 times. Being ignored shows that this company does not yield or bend or show any quality customer service. An 8 year old debt that is false and fraudulent needs to be removed from my good name. I have made multiple attempts to resolve this in ANY WAY AND HAVE BEEN COMPLETELY IGNORED. There has only germ letters and internal notes written by the company. NO PROOF HAS BEEN PROVIDED. PHOTOS. DETAILS. CORRESPONDENCE. REMOVE THIS FRAUDULENT DEBT I DO NOT OWE AND APOLOGIZE.
Customer Answer
Date: 04/23/2025
Ive sent proof attached to original complaint of multiple emails but no response. No proof I owe a debt. Its from 8 years ago. No proof. No response
They ignore my emails and attempts to resolve. They dont provide any proof I owe besides their own invoice. No photos. No proof.
I previously attached multiple screenshots of my emails to them with no reply.
Business Response
Date: 05/02/2025
Thank you for the opportunity to respond. Due to the circumstances of the customers previous *********************** and amounts owed, we can take no further action at this time to resolve this matter.
Customer Answer
Date: 05/05/2025
Complaint: 23226187

I have reviewed the business' response and am rejecting it because:

THEY MADE ZERO ATTEMPT TO RESOLVE AND HAVE PROVIDED ZERO PROOF OF ME OWING THEM.

Sincerely,

******** *******
Business Response
Date: 05/06/2025
A request for proof has been submitted on the customers behalf. The corresponding department will provide this information to the customer directly. However, due to the circumstances of the customers previous *********************** and amounts owed, we can take no further action to resolve this matter.
Initial Complaint
Date:04/08/2025
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 truck from enterprise truck rental under my commercial account. During my contract i became stuck in ********** while doing a load and the truck broke down on me . I called to get assistance and to find another truck and ****** begin getting really disrespectful and told me that he would not be allowing me to get another truck because he was closing my contract and that he could only have me pay for a rental to make it back home to **************. He stated that i went over miles in my contract but i have emails that states that i did not have a set amount of miles. He then closed my contract kept my deposit and did not reimburse me for the car per the emails. ****** then got me placed on the dnr list . I asked to speak with the manager or corporate numberous of times . I only got a email address and i emailed them multiple times and never received any communication back . ****** yelled and disrespected me in a way no employee should to a customer . I still have not had any call or email on this matter . During the breakdown i also had to purchase hotels and lyfts and was told that i would further be reimbursed for this
Customer Answer
Date: 04/09/2025
Rental aggreement # **jn8g
Business Response
Date: 04/22/2025
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:04/06/2025
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 1/20/2025, my company rented two 26 ft box trucks from the Enterprise Truck Rental **********, ** location. On 1/20/2025, my company rented two 26 ft box trucks from the Enterprise Truck Rental Huntington, ** location.On February 10, 2025, my driver experienced a tire blowout. The tire did not get fixed until February 12, 2025. The fee for dropping the load late plus the thousands of dollars missed by my driver not being able to pick up any additional loads equals to a major loss for my company. The company that replaced the tire (Loves) said that they could not get in touch with Enterprise to resolve payment and therefore MY COMPANY was charged for the tire replacement a total of $831.71. Because I cant get in contact with Enterprise and because they have no other way to receive payments, I am now behind on my truck payments by over $10,000. I attempted to catch up on the truck payments in March, with my last payment made in March on March 4, 2025. I had a remaining balance of $2,300 at that point and planned to pay it off on March 5, 2025 but Enterprise stopped responding to me for 17 days. I texted Enterprise on March 5, 2025 asking about an update on the license plate that we STILL have not received and did not get a response until March 21, 2025 at 4PM (this is a Friday by the way) 17 FULL DAYS! Without authorization, Enterprise charged the company bank account over $2k, on March 25, 2025. These charges put our account over $900 in the negative/overdraft. I made two payments towards the balance on 4/2/2025 and 4/3/2025 (total of $3k). I planned to make another payment on 4/4/2025, but I received an email on 4/4/25 at 4PM from Enterprise stating that I needed to immediately return the trucks because my balance is too high. Due to the thousands of dollars Enterprise has cost me due to slow repairs and the terrible customer service/lack of responsibility, I am requesting that Enterprise waives the current balance.
Business Response
Date: 04/21/2025
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.
Business Response
Date: 04/22/2025
Thank you for the opportunity to respond. Our Group Truck Manager contacted the customer on 4/18. Both ********************** and the customer agreed on a mutual resolution regarding the customer's concern.
Customer Answer
Date: 04/24/2025
Complaint: 23168839

I have reviewed the business' response and am rejecting it because:

After making the BBB, the manager for the ** Enterprise location called me to attempt to resolve the issue. During that conversation, I provided more details around my terrible experience with his location and he admitted that they had dropped the ball and said that we would come up with a settlement that I am comfortable with. Before we could get to a settlement, I had to return the two trucks that I had rented out. Both trucks were returned on 4/16/***** that point, I asked the manager to provide me with a breakdown of the remaining charges. I received this breakdown on 4/18/24 at 1PM. However, to my unfortunate surprise, I found out that the ** Enterprise location charged the business bank account for $1426.96 on 4/18/2024 at 9AM without my authorization and without notifying me and for the SECOND time put the business bank account in overdraft.I cant for the life of me understand why they would do this AGAIN after we have been in constant communication trying to come up with a resolution. Then to add to it, when I reached out to ask what the charges are for, I was told the manager is on *** until 4/25 and the employee in charge in his absence has no idea why I was charged. I mean its ridiculous. Enterprise does dirty business and it has been that way since the moment I started renting with them 6 months ago. And AGAIN, we are waiting another week to get this resolved because the person in charge is unavailable which is literally the reason I owe Enterprise currently. The cherry on top is that after charging me without notification and without authorization putting my account in overdraft for the second time AFTER already agreeing to come to a settlement, the employee that was left in charge in the manager's absence had the audacity to reach out today 4/24/25 to ask me if I have an update on how I plan to pay the remaining balance. How can I pay someone with a negative balance?????? These charges need to be dropped immediately due to deceptive and fraudulent business practices!

Sincerely,

******* ******
Customer Answer
Date: 04/24/2025
These attachments are screenshots of the fraudulent charge I was charged on 4/18/25 and of Enterprise admitting they don't know why I was charged but asking me for more money even though this has not been settled.
Business Response
Date: 05/01/2025
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.
Business Response
Date: 05/06/2025
Thank you for the opportunity to respond. Management spoke with the customer and offered compensation to resolve.
Initial Complaint
Date:04/01/2025
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.
ive reserved a midsize track with the price if $39. The mayfaur location was selected due to a lowevpruce. For 4 days wa planned to be $160. But yet was charged #*** git a bigger truck but a free upgrade was stated .
Customer Answer
Date: 04/02/2025
7PNQFT... Rental agreement no.
Business Response
Date: 04/04/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Initial Complaint
Date:03/05/2025
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.
On January 30th, I rented a truck From Enterprise Truck Rental @ ***************************************. In the process of driving the truck, something scraped the driver's side rear tire. I was unaware that this happened, as I didn't feel anything when this happened. When I brought the truck back, a damage claim was made for the repair/replacement at a total cost of $1,686.73 to replace the tire rim. I found out through several conversations with a Group Truck Manager for ***************** for Enterprise that the rim was an alloy rim and that it was going to be expensive to replace it. I feel as though Enterprise did not look into a less expensive alternative to getting this resolved, in the interest of customer service. Additionally, the scrape was quite superficial in my mind and did not affect the road worthiness of the tire rim. I paid $500 initially for this damage claim, and I received a letter in the mail dated 2/24 (received on 3/5) stating that I owe a balance of $1,186.73. I feel as though Enterprise is giving me the shaft on this and could care less about their supposedly great customer service.
Customer Answer
Date: 03/06/2025
I also feel as though I should not be responsible for paying the balance that they are asking for due to the minor nature of the damage in my opinion.
Business Response
Date: 03/18/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 03/28/2025
This complaint has been successfully resolved. I'm just waiting on The damage recovery unit to confirm that they have received my payments.

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Enterprise Truck Rental is NOT a BBB Accredited Business.