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Business Profile

Truck Rentals

Enterprise Truck Rental

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Truck Rentals.

Complaints

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

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Enterprise Truck Rental has 19 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/22/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      My family rented a car from this company for a couple of months. And I for sure left some of belongings there. I have noted and asked them to return several times but they failed to return. I have tried searching my belongings by myself, however the employee was closing and reassuring me that they would return. A couple days ago I called them to follow up, and i was told that they rented the car to someone else. My belongigs are sentimental and i asked them so many times to return it. I want my belongings back ASAp. Please help me

      Business Response

      Date: 03/11/2025

      Thank you for the opportunity to respond. Management reached out to the customer and left a voicemail sharing that the locations search did not locate the lost item. 

    • Initial Complaint

      Date:02/13/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      r I have filed a police report and I have contacted *************** as well .. I need a number to contact enterprise .. these drivers wrote my card number down .. enterprise truck rental allowed someone to use stolen card info and theyve charged my account over 15 times for about 13,000$ they have responded to my email and theyve charged continue to charge my card knowing that it is fraud Ive contacted the police and *************** .

      Business Response

      Date: 02/17/2025

      Thank you for the opportunity to respond. Our Group Manager has attempted to contact the customer using the phone number provided on various occasions. Unfortunately,they receive a message regarding the phone line. Management has sent an email as they intend to speak with the customer directly. We encourage the customer to reach back out to management as soon as possible. 

    • Initial Complaint

      Date:12/02/2024

      Type:Product Issues
      Status:
      Answered
      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.
      My business has rented from Enterprise for under a year, spent over $60,000 On the 21st of Nov an International MV Truck we rented broke down in ********* due to mechanical issues, contacting Enterprise a mechanic was dispatched, and it was determined that the truck had to be towed to a dealer as the parts were not available Roadside, we now had to pay for a hotel room and wait for the proceedings. In the Morning (22nd), we reached out to the Branch that we rented from to confirm that we would get a replacement as we were in the middle of doing business with Freight by our trusted customer. After multiple calls to the Branch in the span of 2 hours w/no reply, we decided to reach out to the regional manager (*******), He also ignored our calls. Suddenly we got a text from the Branch manager stating that he was looking for a Truck for us. After (4hours) the manager said that he couldn't find any trucks from the approximately 15 locations that were surrounding the area, we told him that all we needed was a Pickup truck, Cargo Van or 16" Truck, Still the Manager (*******) gave us the run around stating that there was nothing available and he was going to get the truck towed to the dealer with our customers Freight inside. In the midst of this we were narrating that our driver was in less than 40"-degree increment weather and was very frustrated, we also explained this to the regional manager. At a sudden instance we get a text message from the branch manager saying that they want to part ways with us in doing business and that we should figure out what we were going to do about our driver, our customers Freight in the ********************** and our Companies property in the truck, basically find our way out of *********. Also, the regional manager proceeded to text me saying that we should return the second truck wherever it was and that we were no longer authorized to operate the vehicles. This has totally put a strain on our business and is Extremely poor of Enterprise name

      Business Response

      Date: 12/11/2024

      Thank you for the opportunity to respond. Management spoke with the customer and addressed their concerns. Due to the nature of the matter management decided to waive the remaining balance.

    • Initial Complaint

      Date:11/16/2024

      Type:Billing Issues
      Status:
      Resolved
      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 was in a car accident and Allstate rented a car for me from Enterprise. I picked it up at the ****** facility in *********** and returned it to the ********************* facility. While I was at the Groton store, they charged my debit card $100 for deposit. When I went to pick up the car, they suggested going to ************ because they could give me a ride back. Turns out I didnt need one. I had someone bring me. ******** paid up until Thursday. I kept the car till Friday so I knew I had to pay for that day. When I to returned the car, I asked the clerk what I owed for the one day. She said nothing. She said I didnt owe anything. ******** had paid for it. That was not true. She ended up charging my debit card when I needed to put this on my credit card. I cannot afford to put it on my debit card because I dont have enough money in my bank. Charged my debit card twice and then refunded one of them. What is more concerning to me outside of the fact that I have to have them remove it from my debit card and put it on my credit card so I dont overdraw my account is that they never refunded my hundred dollars. I will include documents showing it was paid and never returned. I am prepared to go to small claims court if this is not resolved immediately. They have to back out the charge from my debit card and allow me to put it on my credit card and they need to give me back my $100 immediately. They had no problem charging me, but didnt bother to refund me my $100. What kind of business is this?

      Business Response

      Date: 11/25/2024

      Thank you for the opportunity to respond to the complaint. The deposit refund was processed on 11/15/2024. Management has sent an invoice to the customer via email. Processed refunds reflect with customer financial institutions in 24 hours with the use of a credit card and within 3 to 5 business days with the use of a debit card. We apologize for any inconvenience this process may have caused the customer.

      Business Response

      Date: 11/26/2024

      Thank you for the opportunity to respond. Management reached out to the customer and processed a ***** refund for the inconvenience. 

      Customer Answer

      Date: 12/09/2024

      I would like this complaint reopened, business did not honor agreement as stated in correspondence to me.

      Customer Answer

      Date: 12/17/2024

      Better Business Bureau:

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

      ******* Koji

    • Initial Complaint

      Date:11/15/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Subject: Urgent Request for Escrow Refund and Rental Agreement Documentation Dear Enterprise **************** Team,I am writing to address unresolved issues regarding my escrow refund, rental agreement documentation, and unexplained charges. Despite multiple calls and requests, these matters remain unresolved:Rental ******************************************** requires the rental agreement for the 2024 Freightliner (September 23, 2024, through account closure) to process a claim. Despite assurances, I have not received this document.Escrow Refund:Although the account for ******************** is closed and damages were covered by your insurance, my escrow funds have not been returned.Unexplained Charges:From August 29, 2024, to October 11, 2024, I was charged $11,273.79, exceeding the agreed rate of $3,000 per month plus mileage. Attempts to clarify these charges were met with poor service and no transparency.Vehicle Issues:The first truck had liftgate malfunctions, reducing my load payment to 40%. The replacement broke down in ********, leaving me stranded for 24 hours, during which I was still charged. Subsequent vehicles also had issues, including non-functional air ******************* Card Charges:I have been charged additional amounts with no receipts or *************** resolve these issues, I request:A copy of the rental agreement for the 2024 Freightliner from September 23, 2024, to account closure.Immediate release of my escrow funds.An itemized receipt and explanation for the $11,273.79 charged.Reimbursement of unjustified charges.If these matters are not resolved within 5 business days, I will escalate by filing a formal complaint with the **** and exploring legal options.Thank you for addressing these concerns promptly.Sincerely,************************************************** Email: ***************************************** Phone: ************

      Business Response

      Date: 11/19/2024

      November 18, 2024

      BBB

      RE: Complaint ID# ********

      To Whom it May Concern,

      Please accept this correspondence as our response to the complaint filed. We have reviewed the concerns
      raised by Mr. ******** Management contacted our accounting team regarding the ************** As of
      9/3/2024, the Rapide Escrow reflected the total amount processed as $2,300. The $5,680 total amount was
      comprised of $2,300 (Escrow) + estimated monthly rate + Enterprise Protection cost + tax. At that time, our
      accounting team shared that the full refund of the $2,300 was under review. On 11/18/2024, our accounting
      team confirmed refund issuance and shared the check will be sent out on 11/19/2024.

      Being that the Rapide rates were not loaded into the ***************** system, retail rates generated for the
      daily amounts, weekly amounts, and the cost per mile during the truck switch out in *************** Management
      has adjusted these rates to reflect the exact rates stipulated in the agreement signed on 9/3/2024 by Mr.
      ******** Management also processed a refund of ***** miles to the card the on file for the inconvenience
      with the roadside tow to the dealer.

      The refunded amount, not including the Escrow Refund, equates to $1,490.74.

      At Enterprise Rent-A-Car, 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,

      Enterprise ****************

    • Initial Complaint

      Date:11/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 September 28th ***** I was in a accident with one of their vehicles my company *************** rented a cargo van for about 5 days, I was the driver ,now there's a total of ****** dollars worth of equipment and electric materials missing and no one knows what happened to it and as of now we are still getting the run around from this enterprises employee name **** ************ she never answered the phone or call you back, so are we going to have to go to court over this issue

      Customer Answer

      Date: 11/15/2024

      The location in which I was serviced is:  ****************************************************************************** Phone: ************

      Business Response

      Date: 12/05/2024

      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: 12/10/2024

      Thank you for the opportunity to respond. Management advised the customer to reach out to the tow company involved. Management also shared next steps for either legal or investigative proceedings.

    • Initial Complaint

      Date:11/13/2024

      Type:Billing Issues
      Status:
      Resolved
      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 cargo van from this location and received a bill for roughly $1,500 for damages that were already on the van when I picked it up. My experience with Enterprise (as a long term renter) is that they are very thorough and honest about documenting the condition of their vehicles. As such, I did not take pictures as I trusted this business to be in their integrity. Now I am being stuck with a $1,500 bill for damages that I did not cause and with no evidence since I trusted Enterprise to be honest and be on top of their documentation protocol. I should not be required to pay for damages that I did not cause. This is the fault of Enterprise, as a business, as they did not accurately document the condition of the vehicle they rented to me.

      Business Response

      Date: 11/23/2024

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

      Customer Answer

      Date: 11/25/2024

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  While I disagree with statements made by Enterprise with regard to discrepancies between documented and alleged damage, I am satisfied that they have closed the file as a gesture of customer service after having incorrectly assigned blame for damages to the vehicle which I did not cause.  I trust that this Enterprise location will take this feedback regarding the failings of their documentation protocol to better their internal processes and provide a better customer experience.
       
      Sincerely,

      **** *******

    • Initial Complaint

      Date:09/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 scheduled a rental through. Enterprise Rent A Car at *************************************************** *********, NC ***** on 09/16/2024 I was scheduled to pick up vehicle on 09/27/2024. However upon arrival, I was informed that no full sized SUV was available because of a recall ? I was then informed to return on 09/28/2024 to check availability of vehicles. when I arrived yet again to the location, again no vehicle was available. I asked the associate on duty, " When will a full sized SUV per my reservation will be available" he informed he didn't know.Because of this scheduling conflict created by Enterprise my family trip has been cancelled and were currently without a vehicle.What is particularly disturbing is that Enterprise enforces strict rules in regards to return times, and cleaning fees, however has no reasonable compliances to ensure customers reservations are secured. That part is left up to the customer figure out, I would like some one from upper management to contact me about compensation in regards to family's lost time, and enjoyment.Respectfully,***** **** ************

      Business Response

      Date: 10/02/2024

      Thank
      you for the opportunity to respond. 
      Management spoke with the customer and has offered compensation to
      resolve the matter.

    • Initial Complaint

      Date:07/31/2024

      Type:Billing Issues
      Status:
      Resolved
      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 returned my vehicle before the drop off time if 8am at the ************************************* in ********** at 5:30am on 7/30 because I was flying back home to ******** at 7:05am on Southwest. I literally get charged the next day at 5:00 pm CST and they say I have a car that was parked a few spaces down on their lot with the keys dropped in the drop box. Unacceptable as I want my 300 back this company took from me for a vehicle I don't have and is on their lot and I'm in ******** where I live. How do they not check their lot for a whole day or the drop box. How do they just take someone's money.

      Business Response

      Date: 08/02/2024

      Thank you for the opportunity to respond. Management spoke with the customer and processed a partial refund.

      Customer Answer

      Date: 08/02/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:06/17/2024

      Type:Product Issues
      Status:
      Answered
      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 was renting commercial box truck from Enterprise for a while and during the rental time I was paying escrow. That escrow reached $5,500. When I returned the truck and asked for my escrow. After 6 months they finally sent me a check of $3,200. When I asked why it is lower and where is the rest. The $2,300. They said claim. I have paid every claim off. When I asked to give me a a breakdown of these claims. I haven't received anything from them. They have stolen my money. Please help me get the rest of my escrow. Thank you

      Customer Answer

      Date: 06/18/2024

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

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

      Business Response

      Date: 07/05/2024

      Thank you for the opportunity to respond. The escrow refund has been sent.

    Enterprise Truck Rental is NOT a BBB Accredited Business.

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