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:10/03/2024

  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 reserved a car on October 3rd and was denied the rental which caused an expense of $240 to get where I need to go from ********** ** to ***********. There was a miscommunication so I left to return with proper payment which they knew I was coming back and was told that my car was no longer available that I would have to wait 30 minutes to get a car . I was upset and expressed my frustration with the word dammit and was accused of cussing so they cancelled my car and refused to work with me. I was given a ride to the airport and couldnt get a rental so I had to take a taxi to ***********.

  Customer Answer

  Date: 10/03/2024

  The address you requested is 

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

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

  Business Response

  Date: 10/08/2024

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

  Customer Answer

  Date: 10/09/2024

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

• Initial Complaint

  Date:10/03/2024

  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 recently rented a vehicle from Enterprise for a trip from ********** to **********. During the booking process, I selected the "Premium" category, which was indicated as ******* Maxima or similar" with a quoted price of $73. I expected a standard sedan, but was instead provided with an ****. Without any prior clarification or discussion, I accepted the car, assuming it fell under the originally booked category.Upon returning the vehicle in **********, I was surprised to see a charge of $230. On enquiring about the discrepancy, I was informed that I was charged extra for the miles driven. As a Presidential member with **** and an Executive holder with National, I have never faced unexpected mileage fees with similar rentals.Furthermore, when I contacted your customer service team to understand these charges, I encountered an unhelpful and impatient response. The representative cut the conversation short, stating that someone would call me back, and then abruptly ended the call. I understand that perhaps I should have reviewed the rental agreement more thoroughly, but I feel that the customer service experience and lack of clarity contributed to my confusion.I acknowledge my oversight in not verifying every detail before renting the car, but I also believe I did not deserve the experience I received, both in unexpected charges and the lack of professional assistance. I kindly request your assistance in providing clarification on these charges.

  Business Response

  Date: 10/16/2024

  Thank you for the opportunity to respond. The corporate account on the rental agreement stipulated a mileage fee of $0.40 per mile when returning to a location other than the pickup location. Management spoke with the customer and processed a partial refund to resolve.

• Initial Complaint

  Date:10/03/2024

  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.

  This is regarding a car rental 9/12-9/16/24. It was a 2 1/2 hour wait for a rental, despite a reservation, and we did not receive the 4WD reserved. On the evening of 9/14 in ********, ******** the rental car developed a flat tire. We changed the flat while calling Enterprise roadside assistance. They reserved a replacement car for us at the ***** location for the next morning, saying they have a 50/50 rule, not to drive further than 50 miles or go over 50 mph. Aspen is more than a 50 mile drive. The next morning we started the drive, calling to double check the reservation when they opened. The Aspen location said they didnt have the reservation and they had no cars and I would have to fix the car myself. There were no repair shops open, so we paid for a mobile repairman to come to us $221.84. He said the tire didnt have enough tread to patch the hole. The car was a 2023 with 16k miles, they must have been used tires. I called roadside assistance again and they advised me to wait until the next day and drive to ******. A day of my vacation wasted. I called roadside a third time while driving to ******, telling them I didnt feel safe driving so much on a spare. They told me I would have to be in one location for 6 hours in ****** to wait for a replacement car during business hours. That was Sunday night and we were leaving Monday. When I dropped off the car I was told no managers were available to help with the complaint but they took a picture of the receipt of the attempted repair and was told a manager would call us. They did call us, but despite promises, we have not been reimbursed. They credited $322 back to my account, but $300 was the deposit they said is refunded at the end of the rental. I paid ******. I expect a full refund for the inconvenience, danger, and vacation time lost.

  Customer Answer

  Date: 10/04/2024

  The location of the Enterprise office where we picked up the vehicle was 2255 Broadway, Denver, CO. I also interacted with three customer service reps via their roadside assistance hotline and one person from their Aspen, CO office. 

  Business Response

  Date: 10/14/2024

  Thank you for the opportunity to respond. Management
  processed a refund as of 10/07/2024.

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the business' response regarding complaint ID 22351789 and am satisfied with this resolution. 
  
   
  
  Sincerely,
  
  
  
  Jennifer Gauerke

• Initial Complaint

  Date:10/03/2024

  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.

  On October 1, 2024, I contacted this business about renting a car. I spoke with the manager Mrs. ********** and she told me to come the next day at 4 pm as there would be a sedan waiting for me. If I was willing to be in a small suv she could have one available at 1:30 pm the next day. I wanted a sedan and told her so she said to come at 4 the next day. My own car was in an accident and was not drivable. I was upset because I had to cancel an important doctors appointment in ******* because she had nothing available that day. But I rescheduled the appointment and went to the branch at 4 pm as instructed. When I got there, the assistant manager ****** told me that they only had a small suv available. Although someone had just turned in a sedan but it had not been cleaned yet. I could have it if I was willing to take as is. When I sat in the car it smelled like weed. I told him that this was unacceptable and I wanted to speak with the manager. He gave me the number to the store where she was located. I kept getting a busy signal. I decided to call the **************** and escalate my concern. He called the manager directly and came back to tell me that they would not rent to me. Stating that I was rude and had escalated the concern. I was stranded without a car. They are the only rental place in our town. They finally gave me a ride home but did not offer anything else. I am on disability and have MS. ** is not good for me to get so upset and to be stranded as I am now without a car. These people should be kept accountable for their actions.

  Business Response

  Date: 10/14/2024

  Thank you for the opportunity to respond. Management reached out to the customer, addressed their concerns, and provided contact information to coordinate the next reservation.

• Initial Complaint

  Date:10/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle from this establishment when i had a car accident. The first car they gave me had mechanical problems where the car was rented to me without an oil cap and my family had to go to the hospital to get checked up due to inhaling 9 hours of fumes not realizing the car was the issue. the car was changed out in **********. I was not informed that I can only use the car through insurance for only 30 days i ended up keeping the car for over 60. I had a problem getting ************** to cover the bill. There was a little back and forth with the bill in any event I ended up paying Enterprise over $4,000 for the entire rental.. because of the back and forth Enterprise placed me on a DNR list (Do Not Rent) when the problem was resolved. I was told by the branch manager that she was sorry what I was going through and she would take $450.00 off the bill which never occurred, but instead I was placed on this list. I paid the entire balance in full which was automatically debited from my account and paid in full throughout my objection. I would like to mention that I was never informed that i was on such a list. I reserved a car in ********** in September 2024 to visit my father who is gravely ill with Alamo. When i arrived off my flight to rent the car i was told I was on this list and could not rent a car. I was stranded. Im a senior citizen in a area where i did not know anyone and stranded. I had to have my niece come from ******** to pick me up I called Enterprise 8 times and was told by the customer service *** team that someone would get back to me **** then **************** call several times and no one returned their call either to this day 3 weeks later. I am requesting assistance in getting removed from this list.

  Business Response

  Date: 10/14/2024

  Thank you for the opportunity to respond. Management spoke with the customer and shared their rental privileges have been reinstated.

• Initial Complaint

  Date:10/02/2024

  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 am still on the *** list over 2 yrs after the insurance company paid for the rental. I was told by the branch I rented from the issue was resolved. I never checked because I didn't need a vehicle. I've been getting the run around from different departments about getting this resolved. I have submitted proof I have no balance.

  Business Response

  Date: 10/04/2024

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

• Initial Complaint

  Date:10/02/2024

  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 August 17, 2024, the National General (the faulting party insurance) put me in a rental vehicle at the Enterprise Rent A Car in ***********************. Please note I've been a customer at this location before. I've rented from this location about 3x in the past year. I had the vehicle for a month (Aug 17 to Sept 3 covered by insurance; Sept 4 to Sept 17 covered by me.) On August 26 while driving the rental vehicle on the highway, I got a flat tire (passenger front) - the rim was damaged as well. The following day I took the vehicle to Enterprise to inform them of the situation - that I was driving and hit a pothole on the highway causing a flat tire. The manager explained he could not place me in a new rental till I paid $500.00 for the damaged rim. That we couldn't file anything with the car insurances; it was a claim that had to be filed with Enterprise. At first I ok'd the request because I was eager to get in a new car due to driving around with a spare tire. I spoke to the Enterprise 800 # customer service several times and they alluded that all that needed to be done was to go back to the location and get a new vehicle due to just a ************ issue. But I further explained I was not allowed till I paid for the rim. It had gotten to a point of ********* from this location. At the end it was mentioned they would start the recovery process if I did not return the vehicle. I was hesitant at first to return the vehicle because I was driving to physical therapy appts. But I spoke to the **************** and explained the situation; it was best to return the vehicle and go to another Enterprise location where the insurance adjuster could send their insurance discount rate. I returned the vehicle on Sept 17, paid my balance of $155.00 and not once did this staff member mention the rim. (so it made me suspicious of the manager) I'm currently with an Enterprise in **************** (about ***** mins from **************).

  Business Response

  Date: 10/16/2024

  Thank you for the opportunity to respond. Management spoke with the customer, offered explanation, and addressed the customers concerns.

  Customer Answer

  Date: 10/17/2024

  Complaint: 22369723
  
  I have reviewed the business' response and am rejecting it because:

  Correct - Enterprise Area Manager, ****** **** contacted me on Thursday, October 10, 2024. He asked what exactly I was disputing - I mostly expressed the poor communication and customer service from **********************; that I was unsatisfied with how things unfolded. Mr. **** explained the rubber tire was not an expense I was responsible for but that the damaged rim was. It was part of Enterprise's damage/inspection report. I mentioned that it was not explained to me like that at all - the keywords being relayed to me were "a claim needs to be made" so I believed an auto insurance had to be involved. But I understood that auto insurances didn't handle those claims (damaged rims) so that's what led to my skepticism about management and staff. He highlighted that the Christiansburg Enterprise had new staff and understood why communication in regards to this damaged rim was not properly communicated. He also mentioned it was a situation that I could've been left without a car but the location was nice enough to keep me in the car with a spare tire? In my opinion it's poor problem solving from the location.  During that exact period of time I did not have $500.00 to pay upfront due to my auto accident situation. But how about working with me on the $500.00 cost; providing an invoice or explaining (which Mr. **** did explain during our phone convo) $500.00 because that's what most insurance deductibles are. But now I'm a paying customer at another ************************** minutes away) all because this location mishandled the situation. But what I gathered from our conversation is that this "claim" is a damage/inspection report and that it is part of their process; however the way it was handled was unacceptable. I fathom new staff members were likely in the training process but I was a customer at this location for a month with a spare tire the last 2-3 weeks. It's poor management - poor problem solving, communication, and leadership.  I shared my thoughts with Mr. **** about his branch manager ******* *****; it's his responsibility to properly train his staff. I also shared my concerns over the high turnover at this location. (which would explain the poor training.) But I'm not at all surprised after viewing some of the poor ****** reviews here lately. I'm not certain what was taking place during those weeks of mid Aug to mid Sept but I'm glad I'm out of that situation. Mr. **** explained I should be receiving an invoice of $500.00. I've not received it yet and to be quite honest it is not on my priority list to pay it if it should arrive. Mr. **** did apologize about the entire situation but no partial compensation was offered, and I did not request it because I was waiting for Mr. **** to offer it. You acknowledged the quality of service was poor. An analogy -  restaurant scenario; management faulting the kitchen staff for the quality of food but still requesting the customer to pay full price for the meals. 
  
  
  
  Respectfully,
  
  ***** **** *****

  Business Response

  Date: 10/23/2024

  Thank you for the opportunity to respond. Management has confirmed the replacement of the vehicle rim and the subsequent expense to vehicle maintenance instead of the claim. We will be taking no further action.

• Initial Complaint

  Date:10/01/2024

  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.

  On August 30th I was in a vehicle collisionand my insurance company gave me the option of rental companies. Enterprise ************************. When I arrived, the staff was polite and helpful. When they offered me a vehicleand startedthe process of getting it completed, I was asked if I needed the additional insurance. I told him no, as I have my own insurancethat takes care of me (why I was there). I also have a witness who heard me make that statement. He continued to do the transaction, and charged mycredit card for $500.00. I was under the impression that it was incidental and would be refunded when I returned thevehicle. Once I returnedthe vehicle, while I was expecting a $500.00 refund, I was charged with a $768.00 bill and was told I signed up for the29.00 a day insurance. When I did not understand I was told by management, sorry we already took it from your card, its paid. You might try to fight it with your insurancecompany. I then asked for a receipt, and was told it was emailed to me. The following day Icalled back and they said they would send it again. Another 24 hours and I went back to the store, I waited an hour, never got the chance to see management, and was told they could not give me the receiptbecause " The ticket was not closed" and he would call me the following day. Another day no call, or receipt. When I message online customer service, they said "We will let the management at the store know". I feel like I was completely fooled, and ripped off. I was clear I did not want the insurance, and here I am stuck with a large bill for something I knew, and was vocal I did not need. I will be letting State Farm know Enterprise should NOT be listed as a preferredlocation.-or vendor

  Business Response

  Date: 10/10/2024

  Thank you for the opportunity to respond. Management processed a refund as a matter of customer service.

  Customer Answer

  Date: 10/10/2024

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

• Initial Complaint

  Date:10/01/2024

  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.

  Rented a vehicle from enterprise/****** location! On the day 6/28/24 call that location ************* at 12:31pm) to let them know that I was purchasing another vehicle and was unavailable to return the rental to any enterprise location! The enterprise agent that answered my call did let me know that that was an extra charge of $60 dollars for dropping off that rental at that location! And I did agree with that charge ! She told me theyre were going to contact the closest enterprise to let them know the location of the vehicle and the salesmans name who was in possession of the keys! Then she asked me if there was anything else to be assisted with! But that was all for me ! Everything clear! Till the day 7/18/24 wen I got a call from that salesman at the dealership where I have left that rental vehicle saying that it was to long to keep that vehicle at that location and that the vehicle needed to move out of that location! Then I called to the enterprise location asking for answers but I was told that that vehicle was still under my contract till that day and that they never received my call ! They said that call went trough directly to corporate (enterprise) and that was something that I need to get resolve with them not with theyre location! Then I received a call from ****** location saying that my bill was closed and the final amount has been closed but I was receiving a refund for 200 something dollars! But till this day I have no received any return or anything resolution to this issue! Already call enterprise corporate many times but never an answer to my problem they have never called me to get closure to this issue! 3 month already!

  Business Response

  Date: 10/08/2024

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

• Initial Complaint

  Date:10/01/2024

  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 was involved in a wreck and my insurance company had sent me out to Enterprise at the ****** locations for a car rental. I was given an upgraded truck but was never told about the extra charges until after the truck was returned. I was told that my insurance only allowed 27$ per day for rental and the truck that I was given exceeded the amount. I was told to call my insurance to fix the issue. My insurance told me that 27 was the allow amount only and would not allow for more. I called enterprise serval time and pretty much ignored, left on hold, or was hung up on. I was told by management, "I told you to call you insurance to get your money back." when asks why I was never informed about the extra charges. I sent serval complaint to the actual website to the regional manager of that area but was never able to talk to anyone in upper management to fix the issue. I look at **** review and ****** review and this has been and ongoing issue for others consumer as well.

  Business Response

  Date: 10/11/2024

  Thank you for the opportunity to respond. Management shared they have contacted the customer and scheduled a day to address the matter that is best suited to the customers schedule.

  Business Response

  Date: 10/14/2024

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