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Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

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

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Enterprise Rent-A-Car has 27 locations, listed below.

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    Customer Complaints Summary

    • 21 total complaints in the last 3 years.
    • 17 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:06/18/2025

      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 May 15, 2024, I confirmed our 7:30 AM pickup with Enterprise for a specialty 15-passenger van. On May 16, 2025, my mother ****** ***** (authorized AMEX user) picked up the rental. The vehicle was in unacceptable condition with exterior dents, mold/smoke odor, and severe seat stains.While traveling to a graduation ceremony, we encountered additional problems: non-functioning A/C and disturbing mechanical noises during acceleration. I called Enterprise and was directed to roadside assistance, who instructed us to exchange the vehicle at the nearest airport location due to the specialty ********* ***************** Enterprise, the manager immediately declared the vehicle unusable due to poor condition and appeared surprised we hadn't been in an accident, validating our safety concerns. The manager assured me she was transferring our rental agreement with no additional charges.Despite this assurance, I was incorrectly charged by both locations totaling $1,035.85 for a single rental period. This caused significant delays to our graduation ceremony attendance.Over the past month, I made five resolution attempts with Enterprise: May 19 at 8:22 AM, May 23 at 9:40 AM, May 29 at 10:08 AM, and June 4 at 1:33 PM. Each time I was promised callbacks that never materialized.The double billing occurred when both ******* and airport locations processed charges despite assurances no additional fees would apply. I have detailed records of all calls and original confirmation #**********.

      Business Response

      Date: 07/01/2025

      We have spoken with the customer and resolved the issue with them directly. We consider this matter closed.

    • Initial Complaint

      Date:06/16/2025

      Type:Service or Repair 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.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
       
      I really appreciate BBB providing us the consumer a voice, because definitely did not seem to have any when contacting Enterprise directly. :(

      Sincerely,

      **** ********
      , ** 38672

      Business Response

      Date: 06/27/2025

      We have reached out to the customer to resolve this issue with them directly. We consider this matter closed. 

    • Initial Complaint

      Date:06/06/2025

      Type:Order 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.
      Enterprise Car Sales charged me a $399 fee toward a potential vehicle purchase. No contract was signed, and no car was delivered. I requested a refund, but it was denied. I am filing this complaint to seek resolution and recovery of funds for services not rendered.

      Business Response

      Date: 06/13/2025

      We have contacted the customer and addressed the concern directly with them.

    • Initial Complaint

      Date:06/06/2025

      Type:Sales and Advertising 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 had a set reservation for a midsize vehicle at $39/day $234/week set through ***. Unfortunately the representative who checked me in had failed to honor my reservation at the time of pickup. The representative instructed me that my options were a ****** Prius or a minivan at $69/day. Unfortunately I was stuck paying more for the minivan as it compensated my height and baggage more than the Prius could. After discussing my concerns at the time off drop off I requested the district manager to call my back to discuss their dishonest behavior and come up with a resolution. 1 week later still no call back, even after calling a few days later to escalate my concern to a regional manager. Enterprise must be held accountable for this kinda behavior. If I didnt have the available funds at time of reservation I would have been stuck in a bad scenario.

      Business Response

      Date: 06/17/2025

      We have contacted the customer and addressed the concern directly with them. 

    • Initial Complaint

      Date:06/04/2025

      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.
      Long story short a women hit my significant other car and Statefarm decided to give him a rental car. We went up to enterprise and received a rental that smelled liked urine on the inside. The glove compartment was broken, and it constantly fell on my legs whenever I rode with him. There were also scratches and other noticeable dents on the car. All of which was reported. His initial return date on the car was for June 4th, 2025. On June 3rd, 2025, my significant other called enterprise and was told by a representative that the return date for the car was on June 9th, 2025. On June 4th, 2025, my significant other received a call stating that his return date was actually scheduled for May 28th, 2025, and that since he did not return the vehicle since he will get charged for the days. He immediately called Statefarm and was told that a phone call was given along with a voicemail, which is a lie. He never received a call or voicemail and upon telling Statefarm this information, they stated they got the wrong number. My significant other decided not to get upset with ********* because of the consumer/business relationship for his insurance and wanted to stay in good standing with them. After about an hour or two of being on the phone with Statefarm and enterprise, he decided to take a loss with being charged extra days for miscommunication on their end. We went to take the rental back and was told that he put a crack in the windshield which was a lie. We are good people who do not have a reason to lie. We also do not have any issues with admitting if one of us was in the wrong but in this case, we were not especially him because I am not allowed to drive the car. The enterprise representative attempted to get combative with my significant other which warranted me to step outside of the car and ask what was going on. We want especially my significant other for enterprise to look into this natter and also not be charged for something he did not do.

      Business Response

      Date: 06/06/2025

      We have reached out to the customer to resolve this issue with them directly and are awaiting their response. We consider this matter closed.

    • Initial Complaint

      Date:05/22/2025

      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 am a disabled veteran suffering from Anxiety/PTSD and back issues. I was provided a rental vehicle through my insurance while my car is being repaired. The rental car broke down in the middle of a busy highway and lost all power. I was trapped inside in extreme heat with no way to open the windows or exit safely due to traffic.Enterprise Roadside Assistance told me to call 911. I waited over 30 minutes before police arrived. I was then transported home in the back of a police car, which was physically painful and emotionally traumatic. I missed a critical VA appointment and have still not received a replacement vehicle.Enterprise has failed to follow up appropriately and told me they have no email address to submit a formal complaint. This is unacceptable. I am requesting a full investigation, refund, compensation for missed medical care, and proper support for a veteran with disabilities.I have contacted Geico, and they have reached out to me. I have called several times, and I have been on hold for about 45 minutes, and I still have not gotten a replacement rental.

      Business Response

      Date: 06/02/2025

      We have reached out to the customer to resolve this issue with them directly and are awaiting their response. We consider this matter closed.

    • Initial Complaint

      Date:04/08/2025

      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.

       
      Complaint: 23178123

      I am rejecting this response because:

      The issue is not resolved. I have yet to talk to the business. I have only received calls during my working hours when I am unable to talk on the phone. So far when I have returned calls they have been sent to voicemail. Hopefully the matter can be resolved shortly, but at this point it has not. 

      Sincerely,

      **** ******

      Business Response

      Date: 04/29/2025

      We have been in contact with the customer and are actively working to resolve this issue with them directly. Enterprise considers this matter closed.

      Business Response

      Date: 04/15/2025

      We have reached out to the customer to resolve this issue with them directly and are awaiting their response. We consider this matter closed.

    • Initial Complaint

      Date:04/01/2025

      Type:Service or Repair 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.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

      Sincerely,

      ****** ********
      *************
      Roanoke, VA 24018

      but give another luxury vehicle, which does me no good. I didnt want any other luxury car, I chose this car for a specific reason. They also said they couldnt change my reservation to a cheap vehicle, but enterprise would contact me first thing in the morning. Im stranded at the airport an hour and a half away from my destination, being FORCED to accept a car I didnt want and charged $1501.56.! The manager said for my inconvenience they would contact me first thing in the morning and have someone bring me the correct vehicle . It is now almost noon and I havent heard from Enterprise. I called again this morning and customer service confirmed the issue was documented but didnt understand themselves why it hadnt been resolved. At this point I just want my money back and them to come get this vehicle as I dont have a means to bring it back and get back to my destination. They keep ruining trip experiences for me. I think Im done done this time.

      Business Response

      Date: 04/02/2025

      We have contacted the customer and handled this with them directly. We consider this matter closed.  

    • Initial Complaint

      Date:03/17/2025

      Type:Service or Repair 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.

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

      I received a call from **** ****** this morning and was informed I would receive the full refund requested, $970.16.


      Sincerely,

      ***** ******
      *****************************
      Olive Branch, ** 38654

      er but he would reimburse me the difference. There were no 8-passenger SUVs available at the airport. The airport area manager was contacted and I was told he would call **** ******. I also called the national Enterprise number to get assistance. Ultimately, I never heard from **** ****** or anyone else at Enterprise. Fortunately, the rental service agent, ********, was able to rent me 2 cars, but I was charged $1156. Additionally, I had to pay to gas two cars driving to and from ******* to *******. We paid an additional $169 for gas and we did not have the convenience of alternating drivers since we needed a dedicated driver for both cars. To this day, I have received no response or feedback to my issue. **** ****** made no attempts to contact me or provide any resolution to the problem. I am asking for a complete refund for my rental fees and reimbursement for gas and parking fees. Total owed is $776.16 (2 cars); $169 (extra gas); $25 (extra parking fees: $970.16

      Business Response

      Date: 03/18/2025

      We have contacted the customer and handled this with them directly. We consider this matter closed.  

    • Initial Complaint

      Date:01/30/2025

      Type:Sales and Advertising 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.
      Thank you for the assistance. I was contacted by another manager today and the overcharge was corrected and he apologized for the lack of contact and would follow up with his employees to see what happened.

    Enterprise Rent-A-Car is NOT a BBB Accredited Business.

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