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:02/12/2024
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 had a rental car from enterprise because my vehicle was in the shop getting fixed through my insurance company at the time I returned the rental at the **** dealership on 10-10-23 at 9am and picked up my vehicle enterprise called me on 10-13-23 saying I messed up their driver side door and Im held responsible but the door wasnt messed up when I had the Jeep in my possession they waited 3days to call me after I dropped the vehicle off now they tried to *** my insurance provider and now myself putting a $214.46 bill on my credit report and saying I cant rent cars from them anymore I never had a problem with them before I feel this is consumer fraud because when I dropped the vehicle off it was in perfect order but now they saying I messed it up that Jeep Cherokee and responsible how can this be the case when I dropped it off 3 days prior with no physical damage. I took photos before and after I dropped the vehicle off.
Business Response
Date: 02/12/2024
Thank you for the opportunity to respond. Management has attempted to contact the customer. A message was left. They have been removed from renter suspension, and no balance was billed to the customer.
Business Response
Date: 02/13/2024
Attached is additional documentation from our DRU.
Initial Complaint
Date:01/28/2024
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.
enterprise rental-carmel, in location provided me with three successive defective mechanical vehicles. they refuse to admit liability.
Customer Answer
Date: 01/29/2024
LOCATION INVOLVED:
*******************
Carmel Indiana 46032
Customer Answer
Date: 05/30/2024
three defective rental cars issued by ******, in office thelast six months of 2003. they fail to check out vehicles for safety.
Customer Answer
Date: 05/31/2024
I am seeking a complete refund for the rental in the amount of $1000.00
Business Response
Date: 06/20/2024
We have reviewed the complaint brought forward and will not be taking further action at this time.
Customer Answer
Date: 07/01/2024
The matter has not bee resolved. Enterprise never responded to your letter which shows how little they respect your organization.
Initial Complaint
Date:12/21/2023
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 online (confirmation #**********) for rental from Enterprise Truck Rental, located at ***************************************. The truck was scheduled to be rented on 12/12/2023. At 12:46 PM on 12/12/2023, I received a telephone call from Enterprise (phone number ************) regarding the reservation. During the call, the representitive told me that I would be required to have a valid California Drivers' License in order to rent the vehicle. I informed him that I was recently issued a Florida driver's license because I reside in ********** and *******, and I had been a long time customer at **********************. At that time he told me that he would not be able to rent to me because I had an out of state drivers' license, and that his location had been having too many problems with renters from out of state. He refused to rent to me.

LOCATION INVOLVED:
ENTERPRISE TRUCK RENTAL
Address: **************************************
Phone: **************
Business Response
Date: 02/05/2024
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.
Customer Answer
Date: 02/05/2024
Complaint: 21040291

I am rejecting this response because: Enterprise does not appear to be taking this matter seriously. The company has not made any effort to reach out to me since this complaint was filed in December.

Sincerely,

***********************************
Business Response
Date: 05/29/2024
Management reached to the customer and provided contact information to discuss further with the customer
Initial Complaint
Date:11/30/2023
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.
Location Addre** i* **** * ****** * *** *, ****, ** *****
I rented a dually truck and the break* were grinding. I took the car to the *hop. They wanted to tow me to the neare*t *hop that wa* 300 mile* away. I wa* out of town they wanted to take two day* from my trip. I paid $460.00 to get the break* and pad*. I had already paid for the rental and now they will not reimbur*e me the $460.00. The car wa* un*afe to drive. I took the car to Hill Top Tire LLC, in *pringfield CO. ************. Thi* wa* on 11/16/2023. I have the invoice and the auto *hop talked with them on the phone. *o, whomever in*pected the vehicle dropped the ball before I got the car. I would like to be reimbur*ed $460.00.
Business Response
Date: 12/20/2023
Thank you for the opportunity to re*pond. Management wa* able to *peak with the cu*tomer and di*cu** compen*ation.&nb*p;
Initial Complaint
Date:11/15/2023
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.
Enterprise commercial truck of *************** is holding my title past the policy of 7 days. Refuses to give me the direct contact to titling for enterprise and continues to lie saying that he will provide a tracking number. I was told it would be sent out Friday or Monday. We purchased and funded the company 11/3/23 the money showed 11/6/23 .here it is 11/15/23 I still don't have my paperwork processed. I have patiently waited and made contact with *************** the seller. And he has done nothing but strung me along. Their policy says 7 days. At thus point I will not do business with them . Once they get your money they could care less

LOCATION INVOLVED:
ENTERPRISE RENT A CAR
Address: ************************************
Phone: **************
Business Response
Date: 12/04/2023
Thank you for the opportunity to respond. The customer was notified that we do not release titles until after 7 days due to buyback policy. Car Sales Admin sent the document on day 9.
Customer Answer
Date: 12/04/2023
Complaint: 20873580

I am rejecting this response because:
They purposely didn't send it out they made me wait more than 7 days. I'm not letting it go it needs to go on their rating because when it was the 7 business day they lied like it had been done and it wasn't.

Sincerely,

*********************
Business Response
Date: 12/07/2023
We have reviewed the complaint brought forward and will not be taking further action at this time.
Business Response
Date: 12/07/2023
We have reviewed the complaint brought forward and will not be taking further action at this time.
Initial Complaint
Date:08/29/2023
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.
TO BETTER BUSINESS BUREAU

I, ******* ***** AM WRITING THIS LETTER TO FILE COMPLAINT AGAINST ENTERPRISE RENTAL LOCATED IN PARIS TX. ************* **** ******** *** *****
I HAD RENTAL FROM THIS OFFICE STARTING ON JULY 10-AUG, 8, 2023 WHICH WAS PAID THRU MY AUTO INSURANCE FOR 30 DAYS. ON JULY 10.2023 THE EMPLOYEE
THAT WAITED ON ME TOLD ME I HAD TO HAVE CREDIT CARD TO PUT DEPOSIT OF $50.00 WHICH WOULD BE REFUNDAGLE WHEN RENTAL WAS RETURNED. I AUTHORIZED
THIS ONE TIME DEPOSIT TIL RENTAL WAS RETURNED AND IT WOULD BE REFUNDABLE. AUG. 8, 2023, I RETURNED THE RENTAL AND @ THIS TIME A DIFFERENT EMPLOYEE
INSPECTED THE RENTAL AND HE COME BACK INSIDE AND TOLD ME I WAS GOOD TO GO. ON AUG 9TH, 2023, I RECEIVED EMAIL WITH EXTRA CHARGES ON MY STATEMENT.
THE CHARGES I DIDN'T AUTHORIZE AND I KNEW NOTHING ABOUT IT UNTIL I RECEIVED EMAIL W/RECEIPT. I TRIED CALLING ENTERPRISE ON AUG 9, 2023 TO ASK ABOUT
THE OVERCHARGE BUT NO ANSWER. I WAS OVERCHARGED $275.49 WHICH WERE
Business Response
Date: 09/01/2023
Thank you for the opportunity to respond. Management called ******** *****. Hartford Insurance was contracted to pay $20 a day towards the rental car. We put her in the cheapest car we have which is contracted through Hartford at $25.24 a day. The total charges for Ms. ***** was $275.49.

We spoke with Ms. ***** and informed her we will process a refund as a courtesy for this situation.

Customer Answer
Date: 09/12/2023
I have not received the $50 refund because my credit card number changed. The $50 is not acceptable to me because they didn't tell me in advance how much the rental car was going to be and that it was over the daily amount. The ended up charging me $275.40 which I want a refund on.
Initial Complaint
Date:03/24/2023
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 returned a cargo van on 7/20/2022 and put a small scratch on the right rear panel as I pulled into an Enterprise parking space due to a small bollard in the space. The one small scratch was recorded and photographed by Enterprise. The turn-in mileage was ******. On 9/22/2022 (about two months after I returned the van) Enterprise sent me a letter demanding $3,018.79. They provided an estimate from a repair facility that noted the mileage was ****** (***** more than when I turned the van in) and included photos and a list of damage to the side loading door, pillars, rocker, floor, and unibody frame. Enterprise has refused all requests for information about rentals, in/out damages, and photos in the two months/*****miles subsequent to my return of the van. It is clear from Enterprise's own record of damage and photo of the one small scratch that the damages for which Enterprise is billing me (side loading door, pillars, rocker, floor, and unibody frame) were not caused by me, occurred in the two months/***** miles following my return of the van, and that these extensive damages to the right side of the van are over the one small scratch that I put on the van.Enterprise's damage recovery agent, ***********************, has not responded to my requests to discuss the rental records subsequent to my turn-in and simply stated to my insurer that I had caused all of the damage to the side loading door, pillars, rocker, floor, and unibody frame. Although my insurer challenged Enterprise's claim, Enterprise declined to provide information to them about rentals, in/out damages, and photos in the two months subsequent to my return of the van. Since I have no access to any rental records or information about activity in the two months/***** miles following my turn-in, neither my insurer nor I can disprove the negative put forth by Enterprise. Enterprise turned the matter over to a collection agency, my insurance rates have doubled, and my credit score is in jeopardy.
Business Response
Date: 04/17/2023
Thank you for the opportunity to respond. Here is the response from our Area Manager:
"After reviewing the claim, we have discovered there was an error in the claim process that held the wrong customer accountable. I have spoke to the customer and gave him the news that his issue has been resolved, and any money he has paid will be refunded in a timely fashion. Additionally, we will be reaching out to his insurance company to let them know his rates should not be increased due to this error."
Customer Answer
Date: 04/28/2023
Thank you. The complaint has been resolved. I very much appreciate BBB handling and resolving this complaint.
Initial Complaint
Date:02/16/2023
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.
Rental Agreement ******* received a email notification that the following contract a balance was owed in the amount of $3222.28 on February 3rd, 2023. The balance owed was paid back in December 2022, with ******* ******** ** ********. The past due amount $1611.14 was paid on 12/23/22 and remaining balance was 12/30 $1611.14. I am being advise by your collections department that these payments were never received. I have proof that office manager removed the payments from my account and the payment were supposed to be applied and corporate was aware of situation. The balance of $3222.28 was chargedback to the amex due to two charges were added to account being charged two months in a row instead of one. The rep in the office told me that the amount was for preauthorization hold that information was given to credit card company and the amount was chargedback, but was really happened she charged two months back to back for September 2022 and October 2022 did not informed me until after the fact. I called over the phone on 2/9/23 to make a make complaint with the corporate office ************ and when I called back to check status of ticket placed I was told no such ticket was created and I am added to the do not rent list until further notice. After making an complaint today I received the following case number:******************** **** 2.15.23, I want this issue resolve immediately, March 2023 will make it a year since I start my trucking company and I am self funding this business and this is not fair how you all are treating as a well paying customer and trying to stay in business with you all for long term. Please respond back immediately to resolve this issue.
Business Response
Date: 03/15/2023
Customer was contacted and was informed that she was not sent to collections and made aware that her bank had not released her authorizations and customer assumed that she was billed twice and charged back the portion that she actually owed. The confusion has since been handled on the branch level and customer is aware of the final balance owed. Customer has also been explained mileage charges and due to miles that she places on units is not eligible for lower per mile charge. Customer is aware and acknowledges pricing and has since gone into branch to rewrite and renew contracts. Customer is completely satisfied with service.
Initial Complaint
Date:02/04/2023
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've rented car from Enterprise for years and never have I ever experiences such unprofessional ppl.
First encounter: Went to pick up a car, I was running late for a Compnay meeting (my fault) I get there they young lady at the counter (*******) informs me that that don't take cards without the chip in it. I'm already late and I live 20 mins away fron the company, that should have been informed when they call me to confirm the reservation, nor is it anywhere on their website. Thank God I was able to rent another car at *****.
Second encounter: My father's funeral I went to go pick up the car trying to get to Florida and trying to make arrangement so I wasn't too pleasant on that day. I get there same young lady. We don't take ********* cards! I'm looking crazy because I've used a ********* car before. Which I told her she proceeds to tell me, "not at their location" and I most definitely have. I can't get a car anywhere else because I'm calling around at this point so I have to transfer money to my **** ******* card problem is that card is at my home. So I have to go all the way home to retrieve the cards an come back while in the middle of making funeral arrangement. I call Enterprise and request for the Regional manager to call me. She never did.
Third encounter: I go to pick up the car January 27, at 3pm they give me a car full of dog hair. I show the guy (*******) who was very nice an apologetic says have can have the car cleaned. I was supposed to be on the road by 4 for another Company meeting I go back in and ask the young lady same girl ******* when will the car be ready I'm running late she says she doesn't know when he finishes they'll bring it to the front. At this point I am livid I call customer service file a complaint (# ********) the gentleman said the regional manger would called me back it's been over a week and I have heard nothing from anyone.
Business Response
Date: 02/09/2023
Thank you for the opportunity to respond. The local Management team has attempted to contact the customer without response three times. They do encourage the customer to reach back to them directly if they would like to discuss the matter further, and they would be happy to discuss the matter.
Initial Complaint
Date:12/15/2022
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.
In January 2022 I picked up a rental truck in *********, shortly after picking up the truck I was at fault in a rear end collision in which the bumper was damaged. I have never denied this occurred and I paid my deductible at the time I turned in the rental on 4/4/2022. However, since I turned in the truck I have repeatedly been contacted by ********************************* out of a ****************** stating that I owe my 500 dollar deductible. I have provided ******* with my credit card statement, and ******* has provided me with a copy of the original receipt both of which show that I paid the amount due in full of $1842.88 which includes an amount of $500.00 for damage/deductible. I have reviewed all of my credit card statements and there is nothing on any of them from April 4, 2022 until now that would indicate that I have been returned any money. And there would be no reason that anyone should return my deductible as I have never denied that the vehicle was damaged in an accident. ************ member number 977633624
1111 US-45 BYP, *****************
Business Response
Date: 12/23/2022
Thank you for the opportunity to respond. ******************* has confirmed that they have reached to the customer to confirm that this was resolved.

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Enterprise Truck Rental is NOT a BBB Accredited Business.