Complaints

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

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

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  Enterprise Rent-A-Car

  2424 Appling Rd Memphis, TN 38133

• 

  Enterprise Rent-A-Car

  426 Union Ave Memphis, TN 38103-3216

• 

  Enterprise Rent-A-Car

  2675 Mount Moriah Rd Memphis, TN 38115-1575

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  Enterprise Rent-A-Car

  4694 Navy Rd Millington, TN 38053-1916

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  Enterprise Rent-A-Car

  1990 W Poplar Ave Ste 106 Collierville, TN 38017-0635

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:07/12/2024

  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 agreed to pay $1,196.06 for a 30 day rental from April 9-May 9. That comes to $1,196.06/30 = $39.87 a day However, I was charged $995.16 for 22 days from April 9-May 1 when the agent accidentally closed my reservation. I did not ask to close the reservation. I came to switch the car out because THEY called me. They told me to because that ***** CX-30 from Enterprise was under recall now and I needed to come in and switch. I came and parked the car. I went to the desk, and by that time the person checking the cars closed the reservation. No one ever asked me anything prior to this. The agent at the desk realized immediately what happened and said he fixed the charge and opened up a new reservation. However, this charge was not fixed. What I was charged ($995.16) comes to $45.23 a day. Which is $5.36 overcharged per day which equals $117.92 overcharge.Thank you,~*************************** 7/12/24

  Business Response

  Date: 08/01/2024

  Management has called renter and left a message to discuss the billing inquiry. We apologize for any inconvenience caused by an administrative error and we are committed to correcting the matter. The renter can contact the local office or our administrative office at ************. We have submitted a billing correction for the customer and at this time consider the matter closed. 

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair 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 rented a car from Enterprise on Saturday, June 22, 2024 at 10:40 to use while my car was in shop getting work done. The original agreement was for June 22-June 28. I asked the salesman if I brought the car back early would I get more of my rental back and he said absolutely. I wasn't aware of the $300 deposit that I had to pay when I picked up the car and was promised i would get that back when I brought the car back with a full tank of gas. I took it back last night, June 26th with a full tank of gas and it was two days early. They did not check the car back in until today and emailed me a receipt. They only reimbursed me the $300 deposit, nothing more. When I asked, they told me that since I had it 5 days they considered that a week and charged me a weekly rate. So that is why all i got back was my deposit. But that is not what I was told when I checked it out. They should charge a daily rate if it was brought back early no matter how many days.

  Business Response

  Date: 07/02/2024

  We have made contact with the customer, apologized for the misunderstanding, and provided her a credit on the rental for her trouble and time. 

  Customer Answer

  Date: 07/02/2024

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

  
  Sincerely,
  
  *********************

  628 *****************

  Pocahontas, AR 72455

  
  

• Initial Complaint

  Date:06/08/2024

  Type:Customer Service 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 booked a reservation with Enterprise and received a confirmation for my booking Conf **********. They showed multiple vehicles were available, and confirmed my reservation was approved. About 2 hours from my reservation time I got a call from the location stating they did not have a car and none of their other local locations had vehicles either, I'd have to wait to get a car till Tuesday. This is false advertising showing availability when there is none and causing me to have to borrow a family members car and put ******* miles on it. This business has done this multiple times including not providing me with a car i booked 2 week in advance. I would like milage compensation from the business, apology, and they be required to not allow their website to book vehicles they don't have in the area.

  Business Response

  Date: 06/19/2024

  We have reached out to the customer directly to resolve the concern raised. We apologize for any inconvenience this caused to our customer and consider this matter closed. 

• Initial Complaint

  Date:05/07/2024

  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.

  Date of transaction: March 29, 2024 Reservation number: ********** I received a reservation for a one-way car. I spoke to a customer service representative, and they said it would cost more, but it was all squared away. I show up to the location, and they won't release the care. They want me to go back to the airport. I was cancelled at least 3 times while trying to get a car for the Easter weekend. It was less than ideal to find a solution. I would call customer service; they would get me situated, but the locations would oppose releasing the car. I was stranded and given the run around. I had to call my elderly father to come get me almost 2 hours trip one-way. The issue is that you cannot give people confirmation numbers and then change your mind. I was talking to my cousin, and this happened to her like 5 years ago. I do think this is an ongoing issue, and Enterprise needs to figure out their policies because just saying no at the point of business is just it. Also, in the *******/*********** area, Enterprise is the dominant player in rental, so it is not a lot to choose from. In doing all of this, I was supposed to receive a call from the area manager. This is in March. I am submitting this in May, and I have yet to receive any call from Enterprise regarding this. Overall, I would like to still speak with something, and I have called multiple times since then. Additionally, I think there policies need to be looked into regarding this issue because I know I am not alone. Technically, I didn't give them any money, but I was out Uber fare due to getting to the locations.

  Business Response

  Date: 05/09/2024

  Our management team has spoken with the customer directly to resolve this concern. We apologize in the delay for the inconvenience caused and the delayed response from management. We are addressing the concerns directly with the customer and consider the matter closed. 

• Initial Complaint

  Date:04/03/2024

  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.

  My dispute is with the corporate office and not with the local office that I rented from. I actually had a very good experience with them. The car was rented November 1-15 and there were no issues with the rental. In March 7 of this year, I received a letter informing me that a parking citation was written on my rental car for November 9th which was during the time I had the rental car. The ticket was already paid for by Enterprise and this left me no recourse with the courts. The ticket was written for a place I had not been to and at a time that I was eating dinner an hour away with my dad so I knew this was incorrect. I contacted Enterprise to discuss this with them because I was not given any information about the ticket on the initial email to help me understand it. I contacted customer service and was told that I should have been given at least 30 days to handle the ticket before enterprise paid it so that I could dispute it. She said it would be taken care of. The next day I received an email saying that i was responsible for the ticket. My husband went to the traffic court and got a copy of the written ticket that showed the date to be 11/29/24 instead of 11/9/24. Whoever typed the ticket into the system entered it incorrectly. I submitted a dispute to the citation department that day and waited until 4/2 for a reply without any contact at all. I thought this would fix the issue but when I called yesterday I was told that the note simply says that the ticket is my responsibility. It does not give any reason why they are forcing me to pay for it and I was told the best thing to do is to continue to resubmit my dispute until someone changes their mind. This is ridiculous. My husband is an attorney and went back to court and got the court to change the date on the ticket to the correct. I have sent it in and am still waiting for a reply but I nobody communicates there so I am aggravated to be out $200 and have to continue to call daily in order to get an answer

  Business Response

  Date: 04/11/2024

  Management has been resolved complaint directly with the customer. At **********************, 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.