Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB has received consumer complaints against Enterprise Rent A Car St Louis which allege the breakdown of cars recently purchased, damage blamed on renters which is disputed by the renters, and poor customer service.

Complaints

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

Customer Complaints Summary

4,453 total complaints in the last 3 years.
1,612 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.

Initial Complaint
Date:10/10/2024
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.
8/17/2024 - Desoto informed me that they didn't have the car I needed so I ended up at the airport location.8/19/2024 - The rental car was stolen out my driveway while I was moving things from the rental to my primary vehicle. I literally had just walked in my house from the garage, not even a full 5 minutes when it occurred. I still had items left in the rental including the car keys, my keys and other access to my home. I made the police report and called Enterprise to report it stolen.8/26/2024 - The car was recovered by the detectives who confirmed the car needed to be dusted for fingerprints and DNA because other crimes were committed in the rental after it was taken from my home. Also, the manager, ***** at ****************** was very unhelpful and no one ever answers the phone at the location. I tried to provide him and the team on that day with a status update along with the detective information because he asked me to go back up there to see if they had a backup set of keys to open the car since it was recovered locked. Of course, I was lied to and told no which I understood because the car was stolen, but at least take the detective information. It was also released back to Enterprise.9/20/24 - I had a reservation at the ********** location. The staff there is wonderful! The manager called me ahead of my morning reservation to inform me that I was placed on the "Do Not Rent" list so I wouldn't arrive at that location and waste my time. I finally reached someone from the risk team after hours of being told different things from customer service **** that informed me, I couldn't be taken off the list because I didn't have the keys. I've spent too much money with this company and it's a shame you lost a valuable customer over a set of keys due to a situation that I had no control over. I was a victim as well! I've been out a lot of money to change locks, reprogram garage access, and replacing my stolen items from the rental car. PLEASE FIX IT ASAP!
Business Response
Date: 10/19/2024
Thank you for the opportunity to respond. Management has spoken with the customer regarding the situation. Due to the circumstances of the previous rental, we will be taking no further action.
Customer Answer
Date: 10/31/2024
I would like my complaint reopened as I never received a call from management and reject the business' response.
Business Response
Date: 11/04/2024
Management has discussed the matter with the customer and made them fully aware. No further action will be taken.
Customer Answer
Date: 11/05/2024
Complaint: 22407082

I have reviewed the business' response and am rejecting it because:

No manager ever contacted me to inform me that I was placed on the do not rent list. I actually reserved a car a month later where I was then informed. Lazaire called on August 19th at 6:49pm from an Unknown number and left a 15 second voicemail requesting a call back. I actually called the ****************** branch back over a dozen times with no answer. I kept getting forwarded to customer service so I went in person on my lunch break where there was 7 representatives, and no customers. I informed them all of the situation to have a further discussion in person since no one picked up the phone. I also tried to provide the detective information, but no one took the information. I emailed as well because you all also tried to charge it as an overdue rental and again I didnt speak with anyone.
Your policy needs to be fixed and readjusted because if someone gets their purse snatched in a store parking lot that has the rental keys, wallets, etc in the purse and the car is stolen, your company will make them a victim twice all because the keys were taken? The robbery is out of the consumer control.
Again, all Im asking is to be removed from the DO NOT RENT list and also consider my rental history with yall as proof. Thanks in advance!

Sincerely,

********** ******
Initial Complaint
Date:10/10/2024
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.
Never had any major problems with the Enterprise ************** in ********, -****** ******** in ********* until now. Rented a vehicle which appeared to have a minor fender ****** or **** in the trunk. The rental was rented in a storm. When the storm was over I noticed a cracked in the upper drivers side windshield. When I stopped to get gas an item fell under the seat, II noticed fried chicken bones under the seat., Once I arrived in the Carolinas i paid to clean the vehicle. I addressed the issue when I arrived. Once I arrived back in ********. I was told a portion of my deposit was being taken or deducted because the contract was not executed properly. Although I gave my phone number for the contract when I added to protection insurance I was not informed of the issue. As a result, my car rental. Deposit was deducted and reduced. Still waiting for the deposit. The rental should be reduced and the deposit should not have been deducted but a request to transfer money to secure the total price of the rental.m , instead. Very disappointed with this transaction .
Business Response
Date: 10/25/2024
Thank you for the opportunity to respond. Management contacted the customer and resolved directly.
Customer Answer
Date: 10/30/2024
The rental was rented on 10/1/2024 at 8:15 am at ************************************************************************************. The phone number is **************. I have the following information. RA#5WSRPS.
The vehicle was a 2024 Hyun Tucs Sel 4 Red MED Vehicle 7WW9KN rented at $63.15 a day totaling $583.61 and $99.96 CDW, Zyair Long was the *** it was referred to the manager who was said to be on vacation, No response.
Initial Complaint
Date:10/10/2024
Type:Product 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.
Here is a summary of my dispute with Enterprise regarding $113.08. (That reflects the insurance charge and the tax on that charge.) I originally rented a car from enterprise and was offered insurance. I hesitated saying that I thought I was already covered. They informed me that I could always cancel it if that turned out to be the case. I rented from them around 9am on 8/29.I called on 8/29/24 at 10:39AM for 11min 29 sec to cancel. The local office did not answer and the national office told me that the local office would call back so I could cancel. They never returned my call.I called on 8/29/24 at 1:52PM for 12 min and 53 seconds, and the same thing happened where the national office said the local office would call me back so that I could cancel. They never returned my call.Its probably immaterial, but the car stopped working on 8/31. Since it also made it nearly impossible to enter the vehicle they wanted to charge me a lockout fee. Eventually I had to get the car towed away, and it was returned on 9/2.I called enterprise again on 9/3/24 at 8:38 AM after receiving the invoice and the employee told me that I would not be charged for the gas, insurance, or even the rental fees and to not worry about any of these charges. No action was taken and according to my future communication with Enterprise no note was made of my call or about the situation. The rental fees portion seemed conditional on *** following through with extending the term they were paying for, which is still a work in progress, so I am not disputing that with Enterprise at this time.On 9/11/24 they denied that they had made any such promises on 9/3/24 and accepted no ownership of not returning multiple phone calls. They did agree to refund the gas charge since I was unable to put gas into the car on account of it being inoperable. I would request a refund from Enterprise Folsom regarding the insurance charge.
Business Response
Date: 10/22/2024
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund on 10/18/2024.
Customer Answer
Date: 10/23/2024
Complaint: 22404921

I have reviewed the business' response and am rejecting it because:
After they told me on the phone on 10/18 that they would refund me the money, a pending transaction for the amount disputed was credited to the credit card listed above. I did not grab a screenshot of that at the time. The transaction never cleared and is now not part of the record. I included the transactions that posted on 10/18/24 to show that it is not there. It's possible that was an honest mistake or that something got held up with the credit card company and that it will reappear. I included all the transactions since 10/18 and the pending transactions as well, so that you can see it is not there. I also attached the original payment to show that this was the account on file. I would like the refund to be processed in my account with Citi, or if that is impossible for some reason, to receive a check by mail.

Sincerely,

***** ******
Business Response
Date: 10/30/2024
Thank you for the opportunity to respond. Management spoke with the customer and confirmed refund receival.
Customer Answer
Date: 10/31/2024
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. In response to my initial complaint, they refunded me. It moved from pending to processed, but had a brief delay when it showed up in no place on my statement, which was when I received the previous message. It has now been processed.

Sincerely,

***** ******
Customer Answer
Date: 11/18/2024
Enterprise refunded me, but then reported me to a debt collector for the amount that they refunded. Can you talk with them about this? Here's the message that I just received. They are saying it's 60 days past due, which it has not been 60 days since they even refunded me. I'd like the attempt to collect the amount that they refunded to be dropped, since they decided to refund the money.
Business Response
Date: 11/19/2024
Thank you for the opportunity to respond. Management has confirmed the cancellation of all collection efforts.
Customer Answer
Date: 11/20/2024
Complaint: 22404921

I would like a document showing that they have stopped collection efforts, not just a message on the Better Business Bureau, especially given that this was previously resolved. I got an email earlier today (6:14 AM) that they were trying to collect, so it would be nice to have a document that I can point to that says they are not trying to collect or even have the debt collectors themselves reach out to say that the matter is closed. If they can show me that they are not trying to collect in some way that could have somehow legally release me from paying, that would be appreciated. Basically, if what they say is true can be proven, then I'd be satisfied, at least as long as the latest resolution holds.

Sincerely,

***** ******
Customer Answer
Date: 11/27/2024
They sent an email stating that they were not pursuing further collection efforts. Assuming that proves true, I am satisfied, and the records could reflect that.
Initial Complaint
Date:10/10/2024
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.
On or about August *******, I rented a car from Enterprise Rent -A-Car. I paid $743.03 for a week. They held a deposit of $300 which I was told, they would refund it when I return the car. They also told me that the tolls were included with the rental. I extended the rental for a week and was charged $405.29. The Problem started on September 21, when they charged my debit card $282.12 for EZ pass. The rental car already had an EZ pass device and I also have EZ pass. NY EZ PASS charges for vehicles $6.94 on way and $13.88 round trip, for a whole day. I was only going to work and back during the the week days for a total of 9 days (9/3,9/4,9/5,9/6- 9/9,9/10,9/11,9/12) The amount I was supposed to be charged was $124.92. On October 8, Enterprise charged me $75 dollars. I called them several times and they gave me different excuses. They told me that it was for a BUS lane violation. I told them that I used the car in the highway only. Then they provided me with a non official website " *****************", a citation # ********** and a pin # ****. I called the ********************* several times and they could not find a ticket issued on September ****** with the license plate *******. The website had 3 pictures of a car in a highway which no visible license plate, and a picture of car which seems to be a parked car with a license plate *******. The location they had was wrong. I went to Enterprise in Bell more NY and I spoke to a manager **** ********. I explained to him the situation and asked him to provide me with a copy of the alleged ticket. He told me he did not have it and direct me to call customer service at **************. I spoke to a representative that told me that they did not have a ticket, that they only have a "SPREAD SHEET". She insisted, on a recorded line, that the ************************** only sent them a Spread sheet. I called the ************************** and they told me that they do not send Spread sheets.
Business Response
Date: 10/16/2024
Thank you for the opportunity to respond. The information on Violation Info is provided directly by the NYC DMV along with the technical and calibration certificates for the equipment that took the images of the citation. This was the citation that generated the $75 charge, $50 for the citation, $25 for the administration fee. The tolls and their charges were also reported to us by the local toll authority.All specific charges can be found at ******************************************************** were charged to the customer in accordance with the rental agreement contract.
Initial Complaint
Date:10/10/2024
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 reserved a rental SUV for a 4-day vacation. My pickup time was 3pm today, as I am leaving with my boyfriend and dog first thing tomorrow morning to go out of state. At 3:15 I arrived at Enterprise in *************. The moment I walked in the agent at the desk said , "I tried to call you. I don't have a car for you." He then stated the only vehicle he has is a van that smells like pee. He recited the phone numbers he tried to reach me on, both of which are old numbers I no longer have. My correct and current phone number shows on my reservation as I entered it upon reserving the vehicle. This man offered no apology or empathy, no alternative solution, and was starkly apathetic and blunt. He called the *********** location after I asked if there was one there. They are apparently also out of vehicles. It is unacceptable that a rental car company has ZERO surplus vehicles as a contingency for when customers do not return on time? It is unacceptable that they only attempted to notify me one hour before my reservation and didn't try the phone number I used to reserve the ********** is unacceptable that a customer service agent would communicate these things to me with the flat affect of a sociopath. I have so much respect for all customer-facing employees and almost never complain about poor service. This exceeds your run-of-the-mill apathetic employee. I then chatted online with Enterprise corporate. A ***resentative said they'd tell regional management to contact me. I told them I needed the issue resolved tonight because I literally have to cancel the first vacation I've taken in five years because my personal vehicle isn't safe to drive. The *** assured me the regional manager had to contact me immediately. I confirmed my current phone number with him. Here it is, midnight, and I've heard nothing. I don't know how Enterprise can fix this. I'm devastated and depressed and I've had the hardest two years of my life. I needed this trip.
Business Response
Date: 10/30/2024
Thank you for the opportunity to respond. Management has reached to the customer but left messages as they have been unsuccessful in reaching the customer. They intend to speak with the customer directly.
Initial Complaint
Date:10/09/2024
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.
I rented a car on Sept 11, due to a car accident. My insurance booked me a reservation for the rental with Enterprise. When I when to rent the car, they offered me addl insurance that Ill need in case of accident, I took it. when I sent the receipt to the ins. to be re-imburse they told me theyll not re-imburse the charges for addl insurance because Im covered with them and my cover is transfered to Enterprise, that I was not supposed to be offer addl. insurance. I called Enterprise, they said they will not refund me the addl charges,, because I took it. My insurance told me they have my insurance information, and they should not offered me cover that I already have. The amount for the additional covered is $339.83
Business Response
Date: 10/11/2024
Thank you for the opportunity to respond. Management processed a refund and updated the customer on the resolution.
Initial Complaint
Date:10/09/2024
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.
On September 9 at around 8 AM, I attempted to pick up my rental car reservation. When I was asked server unexpected questions during the checkout process, the branch manager, ***** *****, came over to the counter and very rudely said to me shes just doing her job. Confused at why the branch manager interjected and why she was being confrontational with me, I explained to her that I had just rented last month and was not asked all these questions and just wanted to know why I was being asked now. I explained that I chose Enterprise because of their easy checkout process, but that I had plenty of other options for rental cars. The branch manager responded by saying We do not have to rent to you. I then asked her for her name and told her that I intended to file a complaint against her with Enterprise corporate for her behavior towards me. The branch manager walked away to assist another customer. She greeted this customer saying So good to see you again and I was shocked at the difference between how she greeted me and this customer. I made a phone call to ********************** corporate office and asked how to file a complaint against a branch manager. I was on the phone with customer service explaining the details of the interaction with the branch manager when the branch manager came over to me and told me that she was refusing to rent me a car. I asked her why and she stated I have the right to not rent to you and you are not getting a car. This entire interaction happened while I was on the phone with the customer service complaint office of ******************** corporate. This was solely a case of a branch manager abusing her power of position and trying to bully a customer that was filing a complaint. Complaints with Enterprise and Alamo for this interaction and no one has contacted me back. There were additional malicious practices by this manager to attempt to have me charged for not cancelling the reservation.
Business Response
Date: 10/18/2024
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
Initial Complaint
Date:10/09/2024
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 8/18/2024 we needed to get a rental because our personal vehicle was involved in hit and run which needed fixing so we rented a 2022 blue ****** Altima from Enterprise in ***********. Fast forward to 8/6, we had to return the rental because we received call that our car was ready but since we were going out of town we returned the vehicle that evening so we wont incur additional feels since our car is ready. Here is where things started to turn south for this company, on 8/8 we while in ****** we wanted to rent a car for a day. We **** to Enterprise in ****** where we booked a rental but while there to pick up our rental we were told we cant give you a rental because you have not return your rental vehicle in ********. That alerted us because we havent read emails or heard the voicemails because we were on vacation. Thats when we found out the Enterprise in Sterling VA didnt process the return because they were trying to scam us into trying to fix the damages in their 2022 ****** Altima. They said there were extensive damages on the vehicle we returned (hole in front grill, dent on the front bumper and the engine cover was stolen they said). We returned this vehicle in same condition we got it but they insisted we damaged it. They showed us pics of the alleged damages and we pulled a pic of the vehicle we took on the day we got the car and was able to prove the damages were there already prior to us renting the car and we also told them they never showed us the engine cover so how would we know the engine cover wasnt gone before either? Anyway we are reporting them for unfair, deceptive and abusive practices which caused us emotional stress and money. During our short vacation we thought about these accusations that were untrue and ended up being denied a rental and costing us money and lost time from our vacation.
Customer Answer
Date: 10/17/2024
Hello,

The address of Enterprise location is *************************************

Thank you!
Customer Answer
Date: 10/17/2024
Hello,
We would also like to update the settlement information for clarification please.
1. We would like the following to occur because of this scam they tried to pull on us. We would like a refund for the $626.12 we paid for airfare we paid to fly o our vacation.

2. We would like to be compensated for the expenses occurred because we could not rent a vehicle (we had to ***** $60
3. We want to be compensated for the time my wife and I lost and the stress that we incurred from this. We lost valuable time on our vacation trip which we cant get back and we want to be compensated for it. We were on vacation but worried and stressing about the news given to us worried we had to pay this company for damages we didnt cause in the amount of $2500.

Overall settlement request would be $3,186.00
Business Response
Date: 10/22/2024
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 10/23/2024
Complaint: 22268493

I have reviewed the business' response and am rejecting it because:
The business negligence has caused us harm. We planned a quick vacation getaway for my wifes 50th birthday which was hindered because of this false issue that Enterprise has brought up. It is Enterprises job the check their vehicles for damages each and every time it is rented out and they did not perform due diligence which in turn ruined our vacation. We ended up spending more money because we had to take **** multiple times but thats not all we were also denied car rental by Enterprise in ********* because of this issue which **** ***** continues to deny because he said nothing on their system restricts us from renting a vehicle from Enteprise yet the Loss Damage Report document attached clearly states urgency by stating
We know vehicle damage can occur many ways, often by other parties. Our goal is to bring this matter to conclusion with minimum inconvenience to you, so we can serve your future rental needs.
which states that we wont be able to get future rental unless we pay.
Enterprise has caused us finance, emotional stress, embarrassment and most of all we lost time in a vacation where my wife and I was suppose to enjoy driving around ********* and sight seeing for the only day we were available we werent able to do so and we were stuck because of this issue. An apology will not make up for the damages done when all enterprise had to do was perform common due diligence by looking at previous photos of the vehicle. If we did not have a picture of the car Enterprise wouldnt have stopped harassing us to make payments for the damages but we shouldnt need to protect ourselves for something we didnt do. Because of Enteprise unethical, Unfair, Deceptive & Abusive practice has caused us harm and caused us our vacation and they need to be held accountable for the damages they have caused and still causing until now, were paying for their mistakes by taking time to file complaints. They need to be held responsible or these UDAAP acts will continue to occur.
Sincerely,

**** Jason *****************************
Business Response
Date: 10/28/2024
Thank you for the opportunity to respond. We will be taking no further action.
Customer Answer
Date: 10/29/2024
I do not understand this outcome. So it is ok for companies to practice unfair deceptive abusive practices that affects consumers lives and finances? They can simply say sorry and lost time, vacation, money is just for consumer to take? That is totally unfair that they can get away with this and not be held accountable for what they did to us.
Initial Complaint
Date:10/09/2024
Type:Product 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.
Enterprise Rent-A-Car has yet to correctly process a refund for a recent vehicle rental, dated September *****, 2024. I have called the location several times and have spoken with ******* who was the one who promised to process the refund the day the vehicle was returned. I still have not received the correct refund amount after several attempts to speak to someone at the location for assistance.
Customer Answer
Date: 10/09/2024
Enterprise Rent a car responded today and has processed the refund. You can cancel the complaint. Thank you.
Customer Answer
Date: 10/10/2024
This complaint has been resolved and can be closed.
Customer Answer
Date: 10/10/2024
This complaint has been resolved and can be closed.
Initial Complaint
Date:10/09/2024
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 May 6, 2024 I returned a rental car to Enterprise at ************************************. The rental agreement # 3XV5VG. I initially picked up the car Feb. 23, 2024 and returned the car on April 3, 2024. This rental was due to an auto accident and paid by the other drivers insurance. Upon returning the car on April 3 I rented the same car again out of pocket because I still needed a way to go. I was informed a $400 deposit was required and would be reversed upon returning the car without damage. My rental agreement #3HPQJK for April ****** thru May 6, 2024. Upon returning the car, an employee showed me a tablet with some numbers that I could not see and had no idea what I was looking at in the 3 seconds it was flashed in front of me. The employee stated that was my deposit being released and then I was informed that we were all done and I could leave. No one did any walkaround of the car with me to check for damages. No one did a walk around with me when I rented the car either. No one ever provided a receipt of any charges or any payment that I made. I was never given anything that resembled a receipt or an agreement. Approx 2 weeks later I see my credit card was charged $399 for the deposit that was supposed to refunded. After I already paid $1400 for the time I had the car after the insurance. I have called Enterprise concerning this matter and I was told that someone would check on this issue and call me. I never received a call from them. I am beyond disgusted because I did not deserve to be treated so poorly. I paid Enterprise what I owed every week. $1400 for 32 days is ridiculous and should be illegal to charge that much when a person is already having a hard time because of a car accident that was not their fault. Yet Enterprise actually gives a discount to the Insurance Companies but not average citizens. Its not right!! Penalize the poor guy and reward and discount the rich. I also was never refunded the $50 deposit I made on the first rental.
Business Response
Date: 10/16/2024
Thank you for the opportunity to respond. Management has reached to the customer but left messages as they have been unsuccessful in establishing contact. They intend to speak with the customer directly.

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