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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:12/13/2022

      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 truck, pickup up at 5pm on Friday 11/18 and returned it before 5pm on 11/19. I was charged for 3 days even though I only had the vehicle for 1 day. I was told by the enterprise employee to place the keys in the drop box on Saturday because they would be closed. Thats exactly what I did. I upheld my end of the contract and enterprise has not.

      Customer Answer

      Date: 12/14/2022

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

      Business Response

      Date: 12/16/2022

      Thank you for the opportunity to respond.  A refund has been made for the time, charging for only one day of rental.  Management reached out by email and phone to notify the customer, but have not heard a response.  If the customer has any additional questions, they can feel free to reach to that team. 

      Customer Answer

      Date: 12/16/2022

      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:10/15/2022

      Type:Customer Service 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 rented an Enterprise rental vehicle on January 18th 2022 at 11:47 a.m. in ****** **** ********. I purchased the insurance and I headed across the country I was extending the rental via phone text message and email. When I was in Pennsylvania I lost the key fob had to call Enterprise rental to activate the insurance that I was paying daily for and they gave me the number for a tow truck company they told me they don't like to have their vehicles towed and they try to avoid it at all costs they told me to continue to try to find the key fob it must be nearby. I called the tow truck company they came out and the tow truck driver found the key fob amazingly and I was able to stay in the Enterprise rental vehicle. I was going to have to pay for the rent or the towing myself even though I was paying $92 a day for the insurance surely this doesn't make any sense. It didn't take long before I was receiving phone calls text messages and emails from belligerent and angry individuals claiming that I have overextended myself with the Enterprise rental vehicle. These looked very obviously phony and I can provide them to you at request. I ignored them continue to call the office where I rented the vehicle to make sure that everything was okay and that it was extended a lot of money was taken out of my account and according to the bank fraud Enterprise Rental was the one that took more than $12,000 from my account this is something else that I don't think is accurate the individuals that were planning all of these crimes took the money and tried to frame Enterprise rental for the crime. In the state of ********* I was arrested in ***** by an officer **** *********** and I was charged with receiving stolen property more than $5,000 when I rented the Enterprise rental vehicle the state of ********* is claiming that the vehicle was stolen before I rented it. Employee ******* ****** was charged with the exact same crime and he never went to jail I was in jail for 4 months

      Business Response

      Date: 10/18/2022

      Thank you for the opportunity.  Management has attempted to address this with the customer and let them know that we converted the car on her due to not returning the rental.  There was a past due balance, and we sent demand letter and got it back certified. This vehicle was not reported stolen before it was rented to the customer. 

    • Initial Complaint

      Date:09/22/2022

      Type:Product 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 van for cargo transport and initially rented for per mile usage. I thought I might use excess, and upgraded to unlimited mileage. The right mirror was not working, and the van skidded on the road. I felt unsafe and brought the van back first thing 9 am instead of 5 pm, one whole business day early because I felt it unsafe. I used less mileage and requested to pay the per mile fee, and was yelled at by the manager who first said every car was inspected, but then when told it skidded and asked if he checked the van on the highway (at 60 mph) he said no one complained before me. A sales associate noted that there was a van with mirror issues that was not supposed to be rented out, which was perhaps my van. In addition to not addressing my complaints, or that I brought the van back 8 hours early, or that I felt it did not perform as paid, they told me I was wrong without even listening to the issues and that none of my problems were valid. There was no attempt to rectify the issue and I was not asking for a refund. I was just asking to pay for what I used the van for. The manager was aggressive and condescending throughout the conversation

      Customer Answer

      Date: 09/22/2022

      The request for branch clarification - the branch is
       

      Enterprise truck rental 11 ****************, ******** ** 06902

       

       

      Thank you

       

       

       

      Business Response

      Date: 11/08/2022

      Thank you for the opportunity to respond.  This concern was resolved with a partial refund per the customer's request. 

      Customer Answer

      Date: 11/08/2022

      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,

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

       

      The individual, *****, was very kind and receptive to a conversation. thank you for working together with me. 

    • Initial Complaint

      Date:09/16/2022

      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.
      I was in a car accident in 02-15-22. The insurance from the other party that was at fault , put me in a rental dur to my truck going to need repairs. Due to them not following up or communicating with me or the service provider, my truck got repairs done that made my truck not operating as it was designed. They kept telling me that my truck is fixed nothing else they will do. After telling them something is wrong over and over for weeks they finally sent someone and confirmed the work was jot done correct and need more rework done. **** did not communicating with rental company and they ended up charging me 3500 for rental. I then spoke with rental company and they informed me that they will refund my money right away if **** payed up to date. They ended taking money on my card causing me to go -1500 and be overdraft on my credit card. That credit card is use for my personal transaction and when they took that from me I was not able to go to work due to not being able to buy my tools i need for work that I was contracted to complete this week. Now I have lost 3 days of work and stressed out cuz I lost 4 days of work to be on the phone with enterprise, **** and the body shop to make sure they are doing what is supposed to be done. **** said they never had any communication from the repair shop and they provided me with proof they did attempt to call multiple times. Enterprise originally charged me 500 deposit to get rental . Then after **** not paying them on time they charged me 3500 and they said now they won't return it cuz they took it as another deposit? They're policy says 500.00 not that the deposit is subject to change. I don't know what to do. They told me they will refund the money right away once **** payed up to date and now they have and enterprise won't refund my money until they finish they're own process while I can't go to work cuz they took the rental back and my truck is still at the shop

      Customer Answer

      Date: 09/16/2022

       Enterprise truck rental , 4210  s congress 

      Business Response

      Date: 11/08/2022

      Thank you for the opportunity to respond.  This ticket has been closed and a deposit refund was processed as of 10/25/22. 

    Enterprise Truck Rental is NOT a BBB Accredited Business.

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