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

  590 Lordship Blvd Stratford, CT 06615-7123

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  288 Washington St Boston, MA 02135-3503

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  62 Taunton Ave Seekonk, MA 02771-6130

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  18 Cochituate Rd Framingham, MA 01701-7915

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:10/14/2024

  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.

  If you would like to email me I have an extremely detailed timeline of the listed events transpiring. However I will try my best to sum it up. Date of main issue October 1st 2024. This buisness guaranteed my family a rental car I even called and personally spoke to not 1 but two employees, I received confirmation numbers and emails. I did my absolute best to ensure there would be no *********** handicapped father, my fianc and I were stranded on top of a mountain in a different country as our truck broke down. The tow truck could only take one person down the mountain and no taxis would come out our way. We spent over an hour finding what we thought was a reputable company despite finding cheaper rentals that were currently available we just didnt want any problems. So we sent my fiance down the mountain with the tow truck to get the rental that we had now confirmed in multiple ways. leaving myself and my father. Upon arrival he was told our reservation now didnt exist and that they had no cars. After trying to convince them to check using other methods they finally found our reservation. However they told us they still couldnt help us as that car wasnt actually available. At this time my fiancs phone was dying. So we started trying to find another rental. By this time all rentals that we could afford were gone. So we asked enterprise to help us get my fiance back to us. We were told this isnt their problem. Eventually he was told he had to leave the property as they had real customers to help. He was left stranded on the side of the road with no phone Eventually we convinced a taxi company to drive him back to us costing us hundreds we couldnt afford. We then were only able to find one rental through a different company for $2000 more than comparable rentals the day enterprise promised us a car to leave us stranded and not even help us find a taxi to get my fiance to safety. Not counting the taxis. Enterprise wont even return my emails

  Address: ***************
  City: **********
  State: SD
  Zip: 57701
  Business Phone: **********

  Business Response

  Date: 10/21/2024

  Thank you for the opportunity to respond. Here is the response from our local management team; We have spoken with the renter. We addressed the issues regarding the vehicle, the tow company, and timeliness of our response. We were able to resolve the concern offering an apology and ownership of the challenges her party faced. She appreciated our reaching out with empathy and restored faith in our brands for future rentals.

• Initial Complaint

  Date:10/14/2024

  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 had an accident on October 24, 2023 in an Enterprise rental vehicle. I purchased the damage waiver as required by Enterprise. Total price was $445.00. Day of the incident, myself and the driver in the other vehicle was not hurt. The other drivers vehicle was not damaged at all and he did not want to call the police. I spoke with the branch I rented from and I was told by the assistant manager that I was covered by the waiver. I recorded the events and alerted the branch manager. I asked for the vehicle to be swapped and was denied a new rental for a few days. I provided all info via email to the branch manager same day and was told none of the accident info was forwarded by the first claims *** on 10/31/2023. The rental car was ***aired and rented out after. Prior to the incident I went to the local airport and told the manager I had concerns about the way the vehicle was driving. I was told the vehicle had no major issues that required a swap and I needed to keep it. Since the incident approximately 3 ***resentatives have reached out with a new claim number (October 31, 2023 / June 6, 2024 / October 10, 2024 ) after I sent and responded to the initial claim with facts of loss. The claims *** from June 6, 2024 claimed I was not the driver of the vehicle so I owed $3,801.04. This is false and fraud. My video clearly shows I was the only person in the car driving. October 10, 2024, I am still being harassed and told I owe.

  Business Response

  Date: 10/17/2024

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

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:

  
  I have reviewed the business' response regarding complaint ID 22416260 and am satisfied with this resolution. 

  I will not go into detail about the company claiming to not receive a video I sent three times to multiple reps regarding the accident. I am pleased Enterprise realized their clerical error, updated the facts of loss and closed the claim. This matter is considered resolved. 

  
  
   
  

  
  
  Sincerely,
  
  
  
  Cusha St Louis

• Initial Complaint

  Date:10/13/2024

  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 being charged for tolls that are not min and gettin emailed from *****************. The car belongs to enterprise and there is no way to know if you got a toll or not. The enterprise workers at the airport have no information when you turn a car in. I have contact enterprise for guidance and they said they would take car of the toll but I get email as constantly saying I need to pay the toll. Please fix the toll And make sure I am not being charge for everyone who rented the car after me. Send me something in the mail that settles this.

  Business Response

  Date: 10/19/2024

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

• Initial Complaint

  Date:10/13/2024

  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.

  October 12, 2024, I made a reservation online with Enterprise Car Rental. My reservation number was ********** at *************. My pickup was to be at 9am October 13, returning October 14, 2024. I rent from this location regularly, but this time I rented due to my car being in the shop and not ready for Sunday. I had to be in another city by a certain time. Upon calling this location I was told there was no available vehicle for me to rent. I was told that when I reserved it online, there was no communication with the local facility and they probably would not have a vehicle available until maybe 10:30. I had to be at my destination by then and getting a vehicle at 10:30 would have made me an hour late. So, I lost money behind this. Upon making my reservation, there should have been some way of alerting me that there would not be a vehicle available. So as I stated this was a loss of money that did not have to be had I known of this issue when I made the reservation. I would have made other arrangements. This is totally unacceptable! There needs to be better communication.

  Business Response

  Date: 10/16/2024

  Thank you for the opportunity to respond. Management spoke with the customer, address their concerns, and offered compensation to resolve.

• Initial Complaint

  Date:10/13/2024

  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.

  On 08/30/2024, I had rented a vehicle from Enterprise at *********************************************. My reservation is ONLY for one day and return location is at ***************************************When I arrived at *******, ********** on 08/31/2024, the Enterprise is closed, so I proceed the process to drop off the key at the drop box. Due to Labor day, the branch at *******, CA did not open until 09/03/2024, then I get a electronic bill from an email stating that I used the rental for three days. I had called Enterprise customer service for six times about the same issue and they failed to contact me back regarding the issue and no refund. I am request for Enterprise for refund due to ONLY 1 day rental and not 3 days rental. Even the agreement said it's a one day rental.

  Business Response

  Date: 10/16/2024

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

• Initial Complaint

  Date:10/12/2024

  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 rented a car for one day . The cost was suppose to be $75, with a $300 deposit. I returned the car @ exactly 6 pm. There was no one at the location. They close @ 6 but they were already gone. I was held up in traffic from an accident. I locked the car, dropped the keys in the slot - the location is closed on the weekends. A few days later the following week I see a larger debit $375! I called the location explained the situation and was told a manager would get back to me. Ive called several times and now its Oct 12th and still have not gotten a call back. This is rediculous and terrible business not to mention no customer service. I made a reservation in advance and was given a car that smelled aweful on top of that. My wife has been a long time customer of ********************** but she will stop using them because of this. I do request the refunded/returned deposit to be in the form of a check as I no longer have the account that was used.

  Business Response

  Date: 10/21/2024

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

  Customer Answer

  Date: 10/22/2024

  The company credited back the difference. Thank you BBB for your quick assistance on this matter. I will say one thing more- they never called or sent us any notification on resolving this matter even after the BBB came into play. They just credited the amount- no apology, no customer service- NOTHING.  I hope the BBB. Takes this into consideration when giving them a BBB rating. 

• Initial Complaint

  Date:10/12/2024

  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.

  When I got my rental, I was told by *** it would be an amount down out of pocket the insurance didnt cover, PLUS a $100 REFUNDABLE deposit that I get back ($100 I didnt even have to put down due to bills). When my insurance extended the rental and I asked *** the branch MANAGER to take the funds from the deposit, I was told unfortunately its only a deposit that you get back we cant take anything from it. When she called me saying everything was all set after my return, I called a week later asking about my $100 REFUNDABLE deposit was told it was refunded on sept 28th ( 5 days after a return)Well on 10-7 when I called, Im being told something different saying it was the funds that the insurance didnt cover, we used the $100 to cover the fees. So basically it wasnt a REFUNDABLE deposit that they couldnt even take $30 from when it was extended.Nothing more needed to be covered?! I want my money back you stole! I WILL dispute this if its not refunded! Make sure your payment system works instead of constantly needing to call ******* which is where BRI said everything ended up being MESSED UP with payments!

  Business Response

  Date: 10/16/2024

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

• Initial Complaint

  Date:10/12/2024

  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 was in a car accident and needed to rent a car, while my repairs were being done. Rental agreement number # **Y0YR. I returned the rental car to the autobody shop on Saturday 05/25/2024. I was charged daily until Thursday 05/30/2024. When I saw the charge on my credit card for an additional amount of $**0, I called the local office ************************************ Phone: **************, Spoke to *****, he explained they picked the car up on the 30th and that they would credit me back the amount I was overcharged by the end of the week. I called 2 weeks later when I wasn't credited back any amount. I have called multiple times and told they would credit it back to me and never have. The owner of the autobody shop and called and spoke to the then manager *******. I have spoken to ***** several times who says they have new manager now and it needs to be looked at again. I have been calling their local office for months and have gotten nowhere. Finally they said they called the regional direct manger **** *****, who offered me a discount on my next rental. She couldn't offer a refund because it had been too long. I never agreed to close out the agreement because it wasnt settled. I have had the owner of the autobody shop email the office and myself stating I returned the car on 05/25/2024. I have now called the corporate office @ **************** multiple times and been told that it was being escalated to billing and that I would receive a call back. I have not and there has been no resolution. I have been charged $**0.00 more than I should have and have been paying interest on my CC since May.

  Business Response

  Date: 10/22/2024

  Thank you for the opportunity to respond. Management processed a refund on 10/21/2024.

  Customer Answer

  Date: 10/24/2024

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

• Initial Complaint

  Date:10/11/2024

  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.

  The young woman at this location was very rude to me. She told me that she didnt care if I left a complaint among other things and that she would be here when I got back. She refused to do my return after I told her that she was rude. I had to wait for her manager **** who said that he could not give me her name so I could leave a complaint.

  Business Response

  Date: 10/24/2024

  Thank you for the opportunity to respond. Management spoke with the customer,discussed the matter, and addressed their concerns.

• Initial Complaint

  Date:10/11/2024

  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 made a reservation that *** location has me guarantying I will not use Enterprise ever again. The reservation was made under my name and my credit card was on file . Without verifying anything other than a confirmation number , they allowed my husband to pickup the vehicle .I looked on my Enterprise account and I didnt receive credit for this transaction, um ok. I submit a ticket , they come back and say the transaction isnt associated with my member ID. So I go look at the physical contract . My husband was traveling on military business and requires paper copies of everything . You charged MY account, used my credit card , charged me for my husband as a secondary driver , and wont give me credit for the transaction ? A representative informed me that indeed I was not authorized to receive credit because I didnt pick up the rental. She was a bit quiet on how my credit card was allowed to be used freely without my permission! Now, my husband left his military phone in the vehicle and we have requested a call from the *** location and have received nothing . We have one representative saying it was mailed out and we should receive a tracking number . We have an email saying you dont mail anything for free , so what card did you charge Enterprise? Then another representative says, the system shows it was picked up . Below is my reservation number . Absolutely disgraceful!

  Business Response

  Date: 10/16/2024

  Thank
  you for the opportunity to respond. Management spoke with the customer, located
  the missing item, and shipped for return. Management also offered compensation
  to resolve. 

  Customer Answer

  Date: 10/16/2024

  Complaint: 22412902
  
  
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  While I did in fact speak to someone who identified themselves as a manager “ Steve”, and they did offer some small compensation, it hasn’t been provided. I was given no actual proof that I was offered anything . So nothing would be binding or able to be proven , making it all just hearsay , thus pointless . I  also feel slighted that my issue wasn’t given to someone higher up. The scenario presented to me about how this happened made no sense . Also ,WHEN I AM THE ONE DOING ALL THE WORK to get communication from a company even with a BBB complaint, I am not really feeling like you take my issue seriously. 
  My issue is not satisfied. 
  The phone was found and I do appreciate them shipping it back. Although I do find it curious how we have an email from Lost & Found confirming it was found in the car that was rented . In the system that Steve had access to there was nothing about the phone being found and linked to my husband. Shady things happening at this location 
  
  
  
  Sincerely,
  
  
  
  Kristine Cobb