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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

    • 15 total complaints in the last 3 years.
    • 13 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: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.
      I called the number for the local branch to reserve a car. They said they could not pick me up and that I would need to **** there (all the commercials say "We'll pick you up"). When I got there I was told there were no cars available. I showed them the confirmation email and was told a confirmation dose not mean you get a car. I called the corporate number and they told me they could change my reservation to a different location and that I could **** to the new location. When I asked how can I be sure I will get a car at the new location I was told I would receive a confirmation. I explained how the current confirmation was treated and they told me "Well that happens sometimes". I had to spend over $50 in **** rides to to and from Enterprise and did not receive a car that was confirmed to be available both on the phone and through email before I went there.

      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.

      Customer Answer

      Date: 04/15/2025

       
      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.

    • 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.
      On 3/25/25 I reserved a C8 Corvette, solely due to currently building one to purchase. I thought I had an opportunity to rent one prior to purchase. On 3/31/25, my flights were delayed three times. I called them to confirm my reservation was still good being that I was held up at the airport in ***, and was told by customer service not to worry because my reservation would be there when I got there, and I had 24 hours from the time of reservation pick up to still get my vehicle. I arrived and took the shuttle straight to the car rental garage as instructed, and there was a sign directing me to another car rental company because they had left, when they said theyd still be there. Its late, Im tired, and the two women are acting immature and unprofessional. They finally do their job but say my vehicle is locked. I explained to them the situation, they laughed and said yeah, they always leave early and were stuck doing their work. A manager arrived and said there was nothing he could do, 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.  

      Customer Answer

      Date: 04/03/2025

       
      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

    • 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.
      On January 26, 2025, I made a reservation for a premium 8-passenger SUV. The total cost was $654.41. My confirmation number was **********. The Enterprise pickup location was ***************************. My reservation was for 3/8/25 - 3/14/25.On March 5, 2025, I called the pickup location to confirm my reservation and verify my car would be available. I was told the car would be available and that I would have 3 models to choose from: **** Expedition Max, Jeep Wagoneer, or a Suburban. I was also advised to arrive 30 minutes earlier than my reservation 11:30am since the location closed at noon. On March 8, 2025, I arrived to pickup the rental car at 11:20am and was told they did not have an 8-passenger car. We were also advised they could not allow us to rent 2 cars to accommodate my party of 8 passengers. **** ******, the area manager, was called and he told me to go to the ***************************** where they "should" have an 8-passenger car. He also stated my cost would be higher 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.  

      Customer Answer

      Date: 03/18/2025

       
      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

    • 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.
      On Dec. 31, 2024, I rented a vehicle for a one way out of town trip for $186.49 and had made the reservation online with an afterhours drop off. I dropped the car off on Jan. 1, 2025, and the next day was charged for a 2 day rental. The enterprise at the drop off location said they would support the charge being dropped but said I had to go through the ************, **, office since the contract was through them. I called 3 times over multiple days and asked to speak to the manager *****. I was told he would call me back and I never received a call. I am still waiting for them to return my message.

      Customer Answer

      Date: 02/05/2025

      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.

    • Initial Complaint

      Date:11/29/2024

      Type:Order 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 rent once a week through enterprise to take a friend to chemo, so I had issues with them providing me a car at first and got that fixed but now they keep taking my deposits for cleaning fees for no reason, then when I ask they say its because I smoked in the rental knowing good dang well I didnt. The rental has no ashes on inside nor does it smell like smoke, so why have they kept my deposit on Nov. 8th contract #** J8ZV and on my Nov. 25th contract 6GSYCM. Im taking someone to chemo treatment so #1 I cant smoke around him and #2 I dont have an extra 300$ to be giving yall just because you think I did something Ive done told all of you I dont do. I have called to talk to someone in upper management since its the branch manager thats charging me or at least approving the extra charges and they take my information but no ever calls me back.. now Ive given enterprise an extra 600$ on top of what I already spend weekly for nothing and no one even cares that I cant buy Christmas because they took my extra money and wont give it back..

      Business Response

      Date: 12/04/2024

      We have spoken to the customer and resolved this matter with them directly. 

    • Initial Complaint

      Date:11/20/2024

      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.
      Called over the weekend to see rates, phone center agent set me up for reservation after I was clear that I did not want to set up a reservation. Local office called me today asking if I knew about the reservation, which of course I (suspected but) did not. Desired resolution requires editing online sponsored phone number ad to disclaim that you WILL be set up with a reservation if you call the number.

      Business Response

      Date: 12/02/2024

      We have made contact attempts with the customer directly and are waiting for a return call to discuss this matter. We consider the matter closed.

    • Initial Complaint

      Date:11/13/2024

      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 have been trying to settle my account that is on a list that I am not able to rent. I have been I have contacted the risk department several times within months and left several voicemails and I get no response. I was given an email ****** ***** no repsonse. No one one help me my Rental Agreement #: 97CND7. I dont understand why I am not getting a response from anyone and no one in the Enterprise locations are not able to help. This is big inconvenience for me when Im trying settle something and has been going on for over year.

      Business Response

      Date: 11/18/2024

      This has been resolved.

    • Initial Complaint

      Date:10/29/2024

      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 call to enterprise car rental to rent a car for vacation in July 1 of 2024 I talk to customer service Rep ******* he took my information and my debt card for 497.99$ . On July 5 I went to pick up the car and they told me I needed a credit card or 0 balance on my **** account I had neither. I call them to get a refund and they said they would investigate and call me back. I call back and they said they they were still investigating I talked to *******. I call back August 14 2024 I talk to talked to customer Rep ****** he said they were still investigating callback. I call back in September 11 I talk to ****** he said call back they are still investigating. I call back October 4 talk to ******* he said i would be refunded my deposit 3 or 4 working days. have not received my refund

      Business Response

      Date: 11/05/2024

      We have attempted to contact the customer on several occasions to discuss the matter directly. We have not been able to locate a reservation made with Enterprise Car Rental with the information provided.

      Business Response

      Date: 11/05/2024

      We have spoken with the customer and handled this issue with them directly. 

    • Initial Complaint

      Date:09/26/2024

      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.
      Rented car from ********** location through ******. Was given minivan as only option, but promised a different car. I could not drive minivan due to depth perception issues. Van stayed parked in my driveway the entire 2 weeks and my daughter and i carpooled the entire time.I paid gas up front but explained that i had only driven car home and back to them, maybe 8 miles total, and did not feel i should pay gas. After i returned the car, they said i drove 81 miles, basically accusing me of lying. My daughter and boss would testify that i did not drive the car.I would like to be refunded for the $40 i paid. I did not drive car, and i had to leave work 30 mins early every day, costing me money. I cannot believe they are trying to say i drove the car 81 miles

      Business Response

      Date: 09/27/2024

      We have contacted the person directly and are waiting for a return call to discuss and settle directly with the customers We consider the matter closed. 

    • Initial Complaint

      Date:08/13/2024

      Type:Customer Service 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.
      Business has in no way tried to resolve anything and has cause serious issues to this senior. (See explanation below)

      Customer Answer

      Date: 08/14/2024

      ************************* of Enterprise contacted me this a.m. All has been explained and resolved. **************** was very polite, informative, and did the right thing in regard to my rental. I appreciate Enterprise for employing a real customer service representative who listened to what I had to say and responded in a way that all businesses these days should. Because of his professionalism I will be, as I have been and will continue to be an Enterprise customer for all rentals and will tell everyone I know about the excellence of this response.

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

      ******, **

      Business Response

      Date: 08/14/2024

      We have reached out to the customer to apologize for the inconvenience, and we have resolved the concerns directly with her. 

      Customer Answer

      Date: 08/22/2024

       

      ************************* of Enterprise contacted me this a.m. All has been explained and resolved. **************** was very polite, informative, and did the right thing in regard to my rental. I appreciate Enterprise for employing a real customer service representative who listened to what I had to say and responded in a way that all businesses these days should. Because of his professionalism I will be, as I have been and will continue to be an Enterprise customer for all rentals and will tell everyone I know about the excellence of this response.

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

      ******, **


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

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