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

  600 Corporate Park Dr Saint Louis, MO 63105-4204

• 

  Enterprise Rent-A-Car

  745 E Main St Stamford, CT 06902-3868

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  62 Taunton Ave Seekonk, MA 02771-6130

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  59 Washington St Foxboro, MA 02035-1355

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  8 Cottage St Mansfield, MA 02048-2210

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:09/23/2025

  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 called Enterprise the morning to let them know that I would be needing a car due to an insurance claim on Monday September 15th to advise them that I would be needing to pick up a car that afternoon around 430pm. I let them know this the previous week and whoever I spoke to said it would be fine to call that day as I was not positive on the time I do not know who I spoke to but that person told me that it would not be a problem to pick up a similar vehicle to what I was having worked on which was a ***** Accord. I specifically asked for something under the ***** a day rental amount. When I was picked up and driven to Enterprise I now no longer had my vehicle. At that point they took me out to an upgraded vehicle and told me that was all they had and I would need to pay the difference. I was not happy about it and asked the female employee if there was anything she could do since this accident was not even my fault. She said I could try to get the other party (who was at fault) to pay the difference. It was too late to do anything about it and I felt I had no choice since I needed a car. I now know I should not have signed the contract and should have asked to speak to a manager at that point. Mercury has tried to resolve the issue and they are claiming that I just showed up without any notice. This is not at all true. I would like them to waive the additional cost for the week I had the vehicle.

  Customer Answer

  Date: 09/25/2025

  I made a complaint against enterprise. It has since been resolved by the manager.

• Initial Complaint

  Date:09/22/2025

  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.

  In June this year, I was renting a vehicle. I typically rent a vehicle the entire summer from April to September. Based on Enterprises policy the contracts must be rewritten each month even if the reservation is for the entire summer. It is a bit of a hassle because I have to find time to bring the car in each month to sign the contract again they dont have an ability to do it remotely. I had my rental vehicle and apparently they had contacted me to rewrite the contract. I am very busy during the summer time and must have missed the calls, but there was no other communication. No emails, no text messages. They claimed they contacted my wife as well but she didnt have any calls that she could find. Then I received a text message (the first text message about the situation at all), which said that the vehicle is past due and has been escalated to the asset management team, basically inferring that the vehicle was now considered stolen. I immediately called and they told me its not a big deal just return immediately and you can rent another vehicle. I brought the rental back the very next day as soon as I possibly could. Paid the outstanding balance and was told by the manager of the enterprise location that I was placed on a Do Not Rent list temporarily because it was past due. This was on a Saturday (6/28 I believe and he told me by Monday I would be good to rent again. I called on Monday and they said they would call soon once its been lifted. I waited a few weeks and called back. They said give it a few more days. And since then Ive called multiple times, the department who handles it doesnt take calls, only contact through email. Ive received no emails. Today I called and they said Im banned until June 2026. I frequently use Enterprise for rental vehicles for work. I heavily depend on Enterprise because we had a corporate discount that helps keep my overhead lower on business trips. I rent with them ***** times per year. I need my account reinstated.

  Customer Answer

  Date: 09/22/2025

  Here is the address 

  ************************************************************************  29483
  *************

  Customer Answer

  Date: 09/22/2025

  They have responded to my email today and have taken me off the Do Not Rent list. Everything has been resolved! Thank you for the help!

• Initial Complaint

  Date:09/20/2025

  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 on 9/16/2025 one way to ************, ******* to go up to purchase a van. Ended up not purchasing van and needed vehicle for return trip back to *********, *******. The young lady at ************ location told us paying for a one way and an extra day was unnecessary, and she could change rental to a round trip to reduce cost. Aa a courtesy she called Enterprise ******************* original rental location to let the know. The guy she spoke to said he would take care of it and make the change as the pickup location. At 5:34 p.m. 9/17/2005 I arrived at Enterprise ******************* and returned vehicle. Was bad enough car was dirty and windshield was cracked on driver side in field of vision on the ****** Corolla I was put in. On trip up and back the maintenance information alert came up and went away several times. Once returning vehicle the guy I dealt with said ************ ******* location was attempting to commit a crime and were unethical. As of today 9/20/2025 there is a Pending charge of $529.68 on my card. Original rental amount was $211.41. This ********* ******* location has been rude and unethical to date. Attempting to charge excessively for a rental. And the unnecessary comments about the staff at another Enterprise location is unethical at best. This should have been handled as a round trip charge on the rental as we were told at the ************ ******* location. And agreed to over the phone with Enterprise ***************************************

  Customer Answer

  Date: 09/24/2025

  A Enterprise Rental Supervisor reached out today 9/24/2025 at 2:45 pm. He has addressed the complaint and charge. 

• Initial Complaint

  Date:09/18/2025

  Type:Billing 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.

  The rental agreement number is: ********* The claim number is: ******** The vehicle involved was: 2023, CHRY, VOYA, VIN *****************, license plate number ****** The date of the incident/rental was: 9/12/24 Renter/Primary Driver: ***** ******** Authorized additional driver and driver involved in accident: ********* ****** Rental date 8/31/24 Date loss: 9/12/24 On 8/31/24 my sister rented above car from Enterprise with both she and I listed as drivers. On 9/12/24 I was driving the rental car, was alone in the vehicle and got in an accident. Because my sister was listed as primary driver for the rental and had used her **** card, her car insurance acted as primary for the claim and her **** card offered secondary collision damage waiver (CDW) coverage. 10-months after the accident Enterprise finally sent me an initial demand letter which they allegedly sent my sister's insurance company; however, because they did not receive the letter. I sent them a copy. Although the insurance company and **** were in the process of settling the claim a few weeks latter, the damage recover unit sent my sister a "final demand" threating to send the claim to an outside collection agency and/or attorney and had placed us on the no rent list unless the claim was rapidly settled. Because my sister feared to have her credit altered she paid the balance using my credit card. Enterprise has now received payment in full from insurance and us but has failed to issue a standard release of liability letter. I have asked in writing several times and included adjuster and supervisor. Therefore asking BBB for help.

  Customer Answer

  Date: 09/21/2025

  A supervisor at Enterprise DRU informed me that they do not have a standard release of liability letter pertaining to Property Damage to their rental cars and I just received the attached letter via email 9/18/25 and via snail mail yesterday stating claim paid in full and closed.

  Therefore, no other assistance required.

  Customer Answer

  Date: 09/21/2025

  see additional comments added 9/21/25

• Initial Complaint

  Date:09/17/2025

  Type:Billing 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.

  This complaint pertains to a currently active rental with Enterprise, RA# *********. I am renting from the ************** location, ************************************************. Upon arriving to pick up the full-size car I had reserved, the agent lied and told me that because I was driving west of ******, *** I was legally required to have a 4WD/AWD vehicle, and that I needed to pay extra to upgrade my reservation. As I discovered after I left the facility, this is false. The Colorado traction law requires a certain tread depth and either 4WD/AWD, tires with a M+S designation, or all-season tires. All of Enterprise's non-performance rental cars already have all-season tires.I am deeply disappointed in Enterprise for creating a work environment where agents are incentivized to lie to customers. I demand a full refund for the upgrade charge of $343.87 (the total charge of $863.90 minus the original price of $520.03) and an explanation of how Enterprise will investigate and address its staff members' dishonesty.

  Business Response

  Date: 09/22/2025

  Thank you for the opportunity to respond. Our Area Manager spoke with the customer,addressed their concerns, and issued a refund of the upgrade cost to resolve.

  Customer Answer

  Date: 09/23/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/15/2025

  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.

  Dear Enterprise **************** and the ************************* name is ******* *******, and I am writing to respectfully request assistance in being removed from Enterprises Do Not Rent list. I understand that there may have been past issues with my account, and I am fully prepared to address any outstanding balances or resolve any matters that led to this restriction.I sincerely hope to rectify this situation so that I can once again rent vehicles from Enterprise. Please let me know what steps I need to take or any payments I need to make to clear this up. Your help in resolving this matter would be greatly appreciated.Thank you for your understanding.Sincerely,******* *******

  Customer Answer

  Date: 09/15/2025

  The last place I rented from was the ********************************.

  Business Response

  Date: 09/22/2025

  Thank you for the opportunity to respond. Management spoke with the customer and reinstated the customers rental privileges.

  Customer Answer

  Date: 09/23/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/15/2025

  Type:Billing 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 booked a rental for a full size car following a car accident resulting in complete loss of transportation. Accident occurred on Aug 10, rental was booked on Aug 14 for pick up on Aug 15. I am a 3rd party claimant with the at-fault partys insurance having accepted full liability. Since adjuster information was not yet available at time of pickup, I provided my personal information for the rental. Upon arrival, I was informed no vehicles were available other than a full-size suv. I requested a note be added to the account reflecting the same and the vehicle be switched out as soon as a car was available. I was charged the *** rate from 8/15-8/18 until switching out the vehicle the same day the branch called and said one was available. The vehicle was extended out weekly through dealings with insurance. A temp authorization was placed on my credit card accordingly for the extension amount. On September 5th, I provided Enterprise with the claim number and adjuster information, as well as requesting another week extension. I was given a verbal extension amount of less than $200 and advised the local branch would reach out with any questions related to insurance. Rather than a temp authorization, on Sept 6th my credit card was charged $1,694.46, with the vehicle still in my possession. On September 12th, the insurance adjuster confirmed responsibility of the rental, also confirming a refund would be issued for the charges incurred. Enterprise issued a refund in the amount of $1,531.93, stating there is a $50 deposit and the remainder is for the *** rate that I am held responsible for since no authorization was received from the adjuster, although the reserved vehicle was not available and no rate adjustment was offered. Branch manager has advised I facilitate the adjuster to authorize the *** rate in order to get my full refund, although the adjuster has already advised to myself directly that she has assumed responsibility.

  Customer Answer

  Date: 09/15/2025

  Address of location:

  Enterprise Rent-a-car
  ********************************************

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

  Business Response

  Date: 09/18/2025

  Thank you for the opportunity to respond. Management spoke with the customer and resolved the matter directly.

  Customer Answer

  Date: 09/21/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:09/14/2025

  Type:Billing 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.

  Reserved and rented a vehicle thru the enterprise web site (Rental # 9K2NWD) from Sept 3, 2025 thru Sept 11, 2025 at the Enterprise location at **********************, *****, *******************, **. I have rented from this location several times before without incident and I have an account with *************************** pick-up, I was told that because I have a US driver's license that I am COMPELLED to purchase the extra CDW coverage which almost doubled the cost. Not wanting to risk our vacation plans I had no choice but to agree to the extra charges.I called the UK customer service twice during the rental period. Each time they confirmed that I absolutely did NOT need to purchase the *** and that an area manager would call to discuss a refund and potential disciplinary action against the *********** manager ever called me.Upon returning the vehicle, I spoke to the location manager about this issue. He simply repeated what the original employee had said and said the policy was specific to US and Canadian drivers.When making the booking and the subsequent confirmation, at no point did the web site indicate that CDW purchase was mandatory for me as a US licensed driver. So this is either false advertising or the employee saw an opportunity to make commission from me.Subsequent web searches could not find any cases of US drivers being forced to buy CDW coverage in the **. In fact, it's quite the opposite.On the actual invoice, it even states "Optional Protections". It is not "optional" if I'm literally forced to buy it! It is also discriminatory if US and Canadian license holders are penalized this way.The disputed charges converted to US dollars and including the 20% VAT amount to $262.23 which I would like refunded.

  Customer Answer

  Date: 09/15/2025

  This issue has thankfully now been resolved. An area manager contacted me after I had filled out an online post-rental survey with my complaints and a refund has been issued.

• Initial Complaint

  Date:09/11/2025

  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.

  My experience with this business has been filled with dishonesty, lack of accountability, and deceptive practices. The rental occurred from 05/19/202506/12/2025 through my insurance claim. My insurance clearly outlined a daily credit limit and stated the only cost I would incur was a refundable deposit. It was the managers responsibility to place me in a vehicle within those limits. Instead, she misled me by introducing a tier system with extra charges. Against my better judgment, I trusted her explanation. I expected a standard four-door sedan covered by my insurance. Instead, I was put in a SUV, claiming it was a free upgrade, which violated my parameters and created unauthorized charges. Initially, I was charged only the deposit, but later discovered extra charges had been added. Nearly a month of disputes followed involving myself, my insurance, and the manager. Only after I went to the branch with my insurance agent on speaker phone did the manager admit fault and issue a full refund. I believed the matter was resolved. In July 2025, I was suddenly charged $67.67 with no explanation. Neither branch nor corporate could clarify the charge. I disputed it with my bank and received temporary credit, but the bank reversed it a month later, claiming I received a service.After calling the branch again with no answers, I finally contacted corporate, and they confirmed the invoice did not match the contract, providing the first clear explanation.This does not appear to be an isolated mistake. The manager knowingly misrepresented the rental process, ignored coverage limits, and placed me in a vehicle outside approved parameters under the guise of a free upgrade. The unexplained July charge reinforces my concern this may be a deliberate scam. I demand a full written explanation of the $67.67 charge, an immediate refund, and accountability for the managers deceptive practices. I urge the BBB to investigate to prevent further misconduct and protect other customers

  Business Response

  Date: 09/15/2025

  Thank you for the opportunity to respond. Management spoke with the customer and issued a refund to resolve.

• Initial Complaint

  Date:09/11/2025

  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.

  Car rental scheduled 7/30/25-8/4/25. In walk around of vehicle pointed out multiple dents on *********** body that Enterprise Attendant verbalized was documenting as vehicle had just arrived from another location & had not been inspected prior to my arrival. Was given ipad/mobile device with Signature pad to sign for vehicle; I inquired if that included the damage pointed out during walk around & attendant verbalized that was included on "document" I was signing. Vehicle was returned 8/3/25 at Noon. 8/18/25 Received invoice from ************ for $2,143.42 for damage with pictures of hood, roof, & dash included. Called included # on 9/4/25 & ultimately sent to Ciera ext ***** in ****************** where I requested pictures that appeared to be taken on pick-up to compare existing dents with claims of new dents when I found out NONE of the damage I observed prior taking vehicle had been documented!! 9/8/25 received email from ********************** "following up" with hail claim who requested I call her. Phone conversation ended w/her saying she would verify No Hail in area I took vehicle so could drop claim. 9/8/25 Received pdf from ************ that they are continuing to pursue damage recoup. I provided that I raced the Elk Double in ******************** race results are available on their website as well the city of my hotel reservations. I have since asked for documentation of Hail Weather Reports Madysen claimed to be making prior to EOD of our phone call as well as a copy of my signed rental agreement & the Check-In report for the vehicles previous return. Enterprise has ignored all of my subsequent correspondence.

  Business Response

  Date: 09/15/2025

  September 15, 2025

  BBB

  RE: Case# ********/******* *********

  Enterprise File No. 22894210

  To Whom it May Concern:

  Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by ******* *********. Ms. ********* rented a 2024 ********** Jetta bearing Montana registration ******e from Enterprise Rent-A-Car ********************* dba Enterprise Rent-A-Car in *********** ****.

  At the time the renter took possession of the 2024 ********** Jetta, the vehicle was determined to be rented without damage. This was confirmed by the renter initialing on an electronic tablet at the time of check out. The vehicle was returned with damage. Per the rental contract executed by ************* she is responsible for all vehicle damage which occurs during her rental period.

  After reviewing the concerns presented by Ms. ********** and notwithstanding the foregoing contractual obligations, we have decided to close our file as a matter of customer service. 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.

  Sincerely,

  **** ******, Analyst

  Damage Recovery Unit