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 Company of Boston, LLC

  102 Belvidere St Boston, MA 02199

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  288 Washington St Boston, MA 02135-3503

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  2021 Revere Beach Pkwy Everett, MA 02149-5918

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  59 Washington St Foxboro, MA 02035-1355

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:01/22/2025

  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.

  Rented a vehicle and had an accident while driving that vehicle, filed that with insurance and paid the claim for the accident. While it was in the shop we received a call that there was hail damage on the vehicle and that we were responsible for another insurance claim and deductible. When the vehicle was returned they did not say anything about any hail damage, just the damage from the accident. While the vehicle was rented it was never hailed on and when asked for information about the damage I was given the link to a hail tracker website that did not show any hail in the area for the entire duration of the rental.Every time I tried to get clarification I would get bounced back and forth between the local store in ******** and Enterprises Damage Recovery Unit in ***********, **. Each one claiming that the other is who I needed to be talking to.

  Business Response

  Date: 02/05/2025

  Thank you for the opportunity to respond. A response is attached.

• Initial Complaint

  Date:01/22/2025

  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.

  I am writing this complaint because I am very upset about receiving a ***** refueling charge on my past rental. Let me first say that the staff and service at Enterprise ***************************** was great. **** was awesome when I picked up and returned my vehicle. Now I have been renting from enterprise for a long time, and I have had the gambit of issues that I could have complained/reported from smokey cars to not having a car to mechanical issues. However, this add on charge of $***** is unacceptable. When I brought the vehicle back, I was told it just a little shy of the pickup spot. I usually bring my cars back over the pick spot on fuel. I have never ever had any issue with fuel in my vehicle until now. The *** told me that someone would have to take the vehicle and get back to the fuel I picked it up at. Well, like I said earlier, I have been renting from enterprise for a long time and knew that you don't do that. You stopped that a long time ago. I have pick up cars from several locations and some even on or close to empty, but because I was having a great CS experience, I told **** I would take this up with Enterprise. I would like that $***** charge reversed on my billing card. It seems like such a small amount, but I have a long standing history with enterprise and would like to continue renting from you. Attached is a copy of the statement with the add on charge. I have also attached a copy of an email from Jazzalyn at another location where I had a challenge with the vehicle I was in. Jazzalyn was so awesome in helping me. My company has discount programs with you and other rental car companies. You usually are not the cheapest, but I have history with you and like to stay with what works for me. I look forward to hearing from you on this issue.

  Business Response

  Date: 02/07/2025

  Thank you for the opportunity to respond. Management has reached to the customer but left messages as contact was not established. Additionally,an email was sent as they intended to speak with the customer ******************* processed a refund of the refueling charge to resolve.

• Initial Complaint

  Date:01/22/2025

  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.

  September 3rd at around 10:00 p.m. I rented a car from Enterprise. I return back to my hotel and I went to bed. next morning I got up and went to work. when I got home from work the rental car was gone and so was the couple that was staying with me in my room. I had hidden the rental car key in a pocket of a jacket that was hanging in my closet. They had found the key and stolen the rental. I immediately called 911 and reported the stolen vehicle and called Enterprise right away to report the theft. The vehicle was recovered the next day in ********. There was no damage to the vehicle. Next thing I know my bank account is being charged $420.53 for the cost of 3 days rental! I didn't even have the car for 10 hours before it was stolen! I would like my money back minus the *************************** my possession! The invoice shows I picked it up and returned it 3 days later! No mention of it being stolen! I'm going to file with the *** for fraud if I don't get a refund of my money. I was a victim of Grand theft Auto and they charged me almost 500 dollars anyway and falcified my invoice as if I returned the car and made no mention of the theft. I have requested a copy of my contract to no avail! I purchased the coverage as well but they are saying I did not. I always purchase the coverage when I get a rental just in case. They are a dishonest company and should never have charged me ****** for a stolen rental that was taken while I was at work!!!

  Customer Answer

  Date: 01/23/2025

  ********* is the ***

  Business Response

  Date: 02/05/2025

  Thank you for your patience, this complaint requires further investigation from our organization.Our management team will be in contact with the Customer directly as soon as we can provide more information.

  Customer Answer

  Date: 02/06/2025

  I have filed several tickets with Enterprise staff concerning this issue. Please contact me as soon as possible with a resolution. Otherwise I will be proceeding further with my attorney

  Business Response

  Date: 02/12/2025

  Thank you for the opportunity to respond. Management received an email stating that the vehicle was active with the ********************************* on 9/6/2024. The rental agreement was then closed as of that same date. Management has connected with the customer and offered to make the necessary adjustments once provided documentation that supports the vehicle being reported on 9/4/2024.

• Initial Complaint

  Date:01/22/2025

  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.

  this morning 1/21/25 at 8:45 AM I received a call from a person claiming they were from Enterprise damage claims I hadnt rented a car since November so I assumed it was a scam. I immediately called *** at the Corvallis branch because I wanted to verify that it was for sure a scam. He told me that it was not a scam that he made a claim against me due to the car that I returned early that had a check engine light on. I reminded him that I said to him that day now you cant charge me any money for having a check engine light on correct he said oh no and I said im returning this car in the condition you gave it to me. he said oh yes, heres the keys to your next car. Sorry for the inconvenience.Three months later, Im now being asked questions about a bumper. I did not bump into anything nor crash into anything. I returned the car because it had a check engine light on. He said that he claims there was a collision light on which is not true. I can draw the check engine light and I have photos of the check engine light. Today, I immediately called my mechanic and he said that a check engine light comes on for the engine. it does not come on for a bumper.I am very uncomfortable about the accusations and I am expecting you to rectify everything; into nullify any claims against me. Oddly enough, *** was very defensive. He said he did not want to give me his managers email. He said he did not want to give me his general managers name phone number or email. He also refused to discuss the situation with me because he said that I was unprofessional. Being very upset about being accused of damaging a rental car three months after having returned the rental car with promises that there was nothing wrong with the cars is very ************* seems to me a manager like ***************** would be completely transparent on who I could speak to thats above him such as ******* J ******* regional manager. He would not talk to me about the situation and would not give more info.

  Business Response

  Date: 01/31/2025

  Thank you for the opportunity to ****************** resolved the matter directly with the customer.

  Business Response

  Date: 02/04/2025

  Thank you for the opportunity to respond. A response is attached.

• Initial Complaint

  Date:01/22/2025

  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.

  Ive been waiting almost 2 months for a callback from Enterprise after leaving several emails and several phone calls to ***************** ********************** location in ****** shouldnot be in business as they stole money from me ,stole my deposit, as they left me stranded also stole off another one of my debit cards online ,Discriminated against me. I never felt so discriminated against in my life after renting for a month, as they put holds on my account to only take more money. Its a scam office. There is not enough space here to tell it all but they should be shut down immediately. Nobody gets back to you no matter how much you call or or no matter how bad your complaint is they are a scam company. All they do issteal and lie and they are a bunch of racist that worked there.. they all work together the whole company theyre in it all working together to scam people so its hard to find someone you can trust speaking to. I will not stop until justice is served nd they are held accountable for their actions and reimburse for all the money stolen.

  Customer Answer

  Date: 01/29/2025

  There was so much to this complaint. First off if u take a look at some of there bad reviews multiple ppl express how they add on false charges and charge extra. I gave them a $300 that was never given back and no explanation on why they didnt give back on top of charging me over almost $1,000.00. They took the vehicle and left me stranded soon only stopping in to renew my contract since I rented over a month. They also kept my $ in my account on hold everytime I made a payment just to later charge me more money. One of my cards was actually stolen and used online for almost a 1,000.$ and they were the ONLY place I gave my card ## to. They purposely lie to get you to come in to take vehicle knowing you wont have it ready for drop off (filling gas) and so forth. I want my deposit and the original money they over charged me. Totaling about $700. I didnt agree to all the extra insurance as well. My quote was 400 dollars and change. He was rude and racist. And this seems to be a pattern of you look at their reviews. I wont lay this to rest. Nit ever. I never felt so degraded in my life. Charged me almost ***** that I didnt have and they charged two cards. Please help and if this doesnt work I am calling attorney general and local news or whatever it takes. Thanks for your help BBB. 

  Business Response

  Date: 01/30/2025

  Thank you for the opportunity to respond. Management has reached to the customer on 1/29/2025 but left a message as they were unsuccessful in reaching the customer. They intend to speak with the customer directly.

• Initial Complaint

  Date:01/21/2025

  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.

  A women backed into my car in mid Oct. 2024 causing damage in which her insurance covered through State Farm. I was issued a rental car from Enterprise rent a car, which I went to pick up on 11/16/24. I asked what it would cost to upgrade to a truck for a week because I needed to move stuff to storage. I was told $22 a day out of pocket. I agreed to that. That same day I was charged $199.53 for the week for the upgrade. I also paid a $50 deposit. After the week was up I received a call from Enterprise reminding me that the week was up. I needed the truck a few more days. I didn't have the funds on the card they had on file so I came in the store and gave them another card which was charged $130.84 on 12/7/24. After I was finished with the truck, I called to see if I could swap it out for the car that was 100% covered in my claim. The man said yes so I came in to the following day and was told that unfortunately they didn't have a car available and told I could keep the truck at no charge. I made a second attempt to come swap vehicles about a week before the rental expired and again was told there were no available cars. I was annoyed since the truck cost a lot more in gas, but I kept it for the remaining of the time until I had to return it. I'm a single mom on SSI. I would not agree to rent and pay for an upgrade costing $22 a day for a month in a truck that cost twice as much in gas than a car would cost. When I contacted management telling them I was overcharged they were rude and told me that I only requested to swap vehicles a week prior to the rental would expire. That is not true. I was charged a total of $552.67 total. $186.91 and $35.39 was charged on 2 different cards 18 days after dropping off the truck. Statefarm covered a total of $1014.00 for the claim plus my $552.67 which totals $1566.67. That is more than $300 I was overcharged. They have been rude and have not returned my phone calls I made to higher management.

  Customer Answer

  Date: 01/22/2025

  These are the documents I received from Enterprise. The rental agreement regarding the Truck upgrade. Enterprise would not provide the whole rental agreement i requested, with statefarms portion of the agreement or any information showing what was covered by state farm. They told me they don't provide that information after the rental was returned and closed out. 

  Business Response

  Date: 01/24/2025

  Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and processed a refund.

  Customer Answer

  Date: 01/24/2025

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

• Initial Complaint

  Date:01/21/2025

  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.

  September 4, 2024 I rented a car for 4 days needed to cover time for my personal vehicle being repaired at a dealership. My vehicle ended up being repaired same day as I rented a car. I called Enterprise same day (9/4) to change my reservation to 1 day and work out the drop location of the rental car being the dealership. The customer service confirmed this was OK. 1 month later I was charged 2 seperate amounts $402.22 and $1017.76. I called Enterprise and was told they didn't know where the car was for the full month and had no record of me calling to tell them it was at the dealership. I was never contacted after the original lease agreement was up about the car not being returned to them. They said I was responsible for the charges. I have tried contacting their management but they have not returned any communication.

  Customer Answer

  Date: 01/29/2025

  My complaint has been resolved.

• Initial Complaint

  Date:01/21/2025

  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.

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

  Customer Answer

  Date: 01/21/2025

  I had to rent a car through ********************** due to my vehicle being in a shop for a repair. I asked the person at the desk what happens if I have to go through toll roads because I planned to. They were straightforward . They said its a the tolls you go through, with no more then a max of $5,00 per day. We only did this three times during the period we had the rental. Then I got the pending charge of *****. It said its ***** in tolls and a service charge of *****. I spoke to **** in customer service via ******** Messenger. She did not care and did not seem to help. She just called me a liar and said they would never tell me that in the location, even though they did. and were not willing to help at all. I frequently rent from Enterprise and that was highly unprofessional and disrepectful . they need to rectify this.

  Business Response

  Date: 01/22/2025

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

  Customer Answer

  Date: 01/23/2025

  Complaint: 22837854
  
  I have reviewed the business' response and am rejecting it because: still waiting on the refund . Once I get that we are all good 
  
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/23/2025

  Management processed the refund on 1/21/2025. Thank you for your patience as we await the reflection of this refund with the customers financial institution.

• Initial Complaint

  Date:01/21/2025

  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.

  On 01/14/2025 I rented a Pacifica van from Boy Scout in ***********************. Drove up to Copake NY for a family issue. Went to get in the car this AM at 445 to begin our drive. I let the car warm up for 15 minutes as the temp was -11 degrees. Got in and car alarmed engine overheating. Pulled over and let it sit restarted and it alarmed again. Drove it the 500 feet back to my sons and called roadside assistance (515 am) was told they would dispatch an ********* or taxi to take us to the closest Enterprise in *************** (25 miles away) and dispatch a tow truck. Was notified no available **** so called back to request an alternate. Was told nothing available for ****. Called back and asked if they could find us a taxi.they replied no see if you can catch a ride with the tow truck driver!? What! The tow truck driver was coming from an hour an a half away. My son had to call into work late to bring us to pick up an alternative vehicle ( this is after 5 calls.I reiterate it was -11 outside) oh the dispatcher also suggested calling EMS ( again really!) So we finally get to ****** 4 hours behind schedule to get a ****** Sentra which was FILTHY inside and out without windshield washer fluid and 3 low tires. OH and we had just put 70 dollars in gas in the van the evening prior ( you can verify this with the tow truck driver) this ****** was EMPTY. I have been renting from Enterprise for many years and I cannot tell you how horrified and disgusted I am with this experience. I am requesting a refund for the entirety of the rental period as I was unable to being back important items due to not having the van. Lack of compassion for customer service and giving is 2 unsafe unreliable vehicles Rental #6YDX49

  Business Response

  Date: 01/28/2025

  Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and processed a partial refund.

  Customer Answer

  Date: 01/29/2025

  Complaint: 22837864
  
  I have reviewed the business' response and am rejecting it because: Yes I did receive a PARTIAL refund at the LOCATION level...the manager had not even heard there was an issue...NOBODY from Enterprise contacted him AFTER I was told by 3 separate customer services representatives that a manager would be contacting me.....I must say that I am EXTREMELY disappointed with the lack of response at corporate level and it should not have gotten to this point.  The gentleman at the rental location should not have been the one to apologize or issue the PARTIAL refund as it was not his fault...the fault lies directly with the corporation and the lack of customer follow up and service it provided.
  
  
  
  Sincerely,
  
  *********** ******

  Business Response

  Date: 01/31/2025

  Thank you for the opportunity to respond and resolve the complaint. We have received this feedback and ensured its delivery to the appropriate management team. We apologize for any inconvenience this may have caused the customer.

• Initial Complaint

  Date:01/21/2025

  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.

  Rented a car on 19 Jan related to a military PCS. Booked with enterprise due to their military rate. Initially, quote had unlimited miles. Somehow, it changed and added a new code when order was placed. At the counter, I was told $146 and a $400 hold for incidentals that would get put back if there was nothing wrong with the car. They knew it was a 1 way rental at the counter and mentioned nothing about a mileage charge. When returning the car, Enterprise charged $774.82. I had booked this same method of travel on 8 Jan and Enterprise charged a total cost of $242.33.I contacted their customer service line and they stated it was my fault for not seeing there would be mileage, even though their online prompt didn't tell me when it switched codes. They also stated they had no way to quote me what my mileage would be to show my total fees. This is a lie because my checkout and destination locations were both listed. If they had drew a straight line between the 2 points, they would have been able to tell me I would be paying hundreds of dollars more than their initial quote. This was a hidden fee and very manipulated process.

  Customer Answer

  Date: 01/21/2025

  Reservation booked online through Enterprise website. Used a link for military, but when I clicked again it added a code and reduced my rate. My complaint is with this code switch and the unclear instructions with their website. Any point to point traveling website such as one way Budget or U-Haul will calculate your mileage and give you an estimated cost. Enterprise did not highlight the actual cost of this rental. They had more affordable rates, but hid mileage as a military savings program, then charged triple what I paid on a pervious trip I just completed within the past 2 weeks. 

  Per the attached rental agreement:

  Pick-up location: Enterprise Destin-****************** (VPS)

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

   

  Returned: Enterprise at ********************* in *****, ***

  Business Response

  Date: 01/22/2025

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