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

  299 Milk St Fl 7 Boston, MA 02110

• 

  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

  26 New St Cambridge, MA 02138-1219

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/11/2025

  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.

  Location:  ***************************************************
  

  I rented a minivan on 5/16/25. The car wasnt properly inspected and the damage to the car wasnt documented. I went on a road trip and returned the car on 5/18/25. I informed them of the issues I had while driving the car and the guy threw the keys at me and told me I had to speak with a manager. They then proceeded to accuse me of causing hail damage based on a storm that happened after I left the city. I informed them that the damage was already there and I wasnt in the storm. They bullied me into filing a claim with my insurance company. Forcing a customer to cover damages that they didnt cause is diabolical. Theres no reason they should be able to force a customer to pay for damages that were already in place at the time of the rental. My insurance is going to pay a claim that had absolutely nothing to do with me

  Customer Answer

  Date: 09/11/2025

  It was the dellwood location

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

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

  Business Response

  Date: 09/16/2025

  Thank you for the opportunity to respond. Management has researched the complaint,spoken with the customer, and advised we will continue to pursue the customer for the damage that occurred during their rental period.

  Customer Answer

  Date: 09/19/2025

  Complaint: 23871178
  
  I have reviewed the business' response and am rejecting it because:
  
  When I spoke with them the bullying continued. They only care about the payment to be made to them, NOT ACTUAL CUSTOMER SERVICE! They discarded every single issue I spoke with them about. They are definitely not interested in resolving these issues! 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/10/2025

  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.

  To Whom It May Concern,I am writing to formally request your assistance in resolving an issue that has been on my record since I was 21 years old, regarding a rental I had with Enterprise following my first car accident. I am now 32, and I hope my situation can be reviewed with understanding and *********** the time of the rental, I was inexperienced with the process and misunderstood how the payment arrangement worked. I believed that my personal auto insurance would directly cover the rental costs and that I only needed to pay the deposit. I did not realize that I was expected to pay Enterprise in full and then be reimbursed by my insurance company.Unfortunately, after my accident, the vehicle was towed, and I was placed on Enterprises Do Not Rent list for life. This outcome has followed me for over a decade. I recognize now that this situation could have been avoided had I better understood the policy, and I take responsibility for my part in the confusion.I am reaching out in good faith to:1.Settle any remaining balance in a reasonable and fair manner.2.Request removal from the lifetime Do Not Rent list so that I may once again rent from Enterprise in the future.I respectfully ask that Enterprise take into account the significant amount of time that has passed, my willingness to resolve this matter, and the fact that this was my first experience with a rental after an unexpected accident at a young age.Enterprise has an outstanding reputation for customer service, and I would greatly appreciate the opportunity to resolve this matter amicably and restore my ability to rent with your company.Please let me know the exact balance owed and the payment process so that we can close this matter quickly.Thank you for your time, understanding, and consideration. I look forward to your response.

  Business Response

  Date: 09/11/2025

  Thank you for the opportunity to respond. Management has confirmed that the complainants rental privileges are intact.

• Initial Complaint

  Date:09/10/2025

  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.

  Originally, I had reserved the Premium SUV for 7/2nd before closing time, but I was unable to get the car due to a lack of inventory. I was then asked to come back the following morning before opening at 7:30 AM, as a few of those cars were scheduled to be returned that night. I returned to Enterprise on July 3rd to pick up the rental at 7:30 in the morning, as I needed to pick up my two nieces, who are minors, arriving at *************** at 3:00 PM. However, the morning of July 3rd, still no sign of any rentals that I booked, as Enterprise did not have inventory of the Premium SUV I reserved. I called customer service a few times to try to get hold of the corporate office to expedite the process, as I was under time constraints to pick up my nieces in LA. I was told that I would get a call back from the corporate manager by two different customer service representatives, but to this day, I have not received a call return call from them. When I realized that I would not make it to LA in time to pick up my nieces, I decided to purchase a plane ticket to send my nephew, ****** ***, to pick up his minor sisters. Quite frankly, I have been waiting for a call back from the corporation to share experiences of this ordeal and also get the reimbursement of the plane ticket I had to purchase due to not getting the rental on time. I am very disappointed with the Enterprise as a company. By allowing me to book the car when the inventory was lacking. It also allowed me to check in prior to picking up the rental, thus allowing me to think that the car was ready and available. I am requesting a reimbursement of the airfare I had to purchase. Document attached.

  Business Response

  Date: 09/18/2025

  Thank you for the opportunity to respond. Management has spoken with the customer and offered to process a refund to resolve.

  Customer Answer

  Date: 09/22/2025

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

• Initial Complaint

  Date:09/09/2025

  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 had reserved a minivan for a roadtrip I was taking. My reservation was for August 18th - 25th. I was picking the car up post being on a ******* to ****** cruise. On the weekend on August 9th, my wife phoned the agency to ensure everything was set with the reservation and was told it definitely was. She explained that we needed the car due to the size of our family (6 people) and luggage, so we definitely needed the minivan which we had reserved. She also informed them we would be on a cruise until the morning of Monday the 18th and would not have cell service. They informed her everything was set and there would be no issue.I took an **** from the cruise to the rental center. After waiting over 30 minutes for the 3 people ahead of me to be helped, I was informed there was no minivans available because of a "recall". They then tried to swap with a small 5 person SUV. After informing them of our previous discussion and there was no way to fit in, they offered me 2 different SUV's with the correct 7 person seating (had to wait almost an hour for the vehicles to show up as they did not have them ready for some reason). However, neither one had a trunk that could fit even 2 bags of luggage if you wanted to use the 7 seats. I informed them the vehicles were not equivalent and did not work and they told me that's all they had. I requested a similar sized vehicle to the minivan (suburban or expedition max) and was told "none" were available and I could go try somewhere else if I didn't want what they had. They refused to help. They left me completely high and dry, my wife had to call around and find something else while I was fighting with Enterprise. We ended up having to get another rental out of an alternate location and vendor. We lost:3.5 hours of time in our trip, in which my wife was waiting with 4 kids including a 1 year old stuck at the port **** money to and from the Enterprise location Additional money spent on alternate last minute rental

  Customer Answer

  Date: 09/10/2025

  The address is:

  Enterprise,

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

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

  Business Response

  Date: 09/12/2025

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

• Initial Complaint

  Date:09/09/2025

  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.

  Enterprise rental *************************************** BURBANK I've had nothing but problems from this location.from sending out old outdated damage cars and with billing and also employees falsely trying to say a car has a tank of full gas when it does not.on ever occasion I've gone back immediately to point out the errors.more than once cars had check engine lights on and potential to be stranded somewhere is very upsetting.Horrible customer ********** still in the middle of a incorrect billing issue.i only went back to that location because they are open sunday.the most recent rental was on 8/29-8/31.they sent me in an old car that broke down going uphill from location they exchanged it but tried charging me ***** in gas for going 19 miles they "refund" it only to find out later on return they held portions of security deposit with bad math use on purpose very ***** waiting for refund as we speak

  Business Response

  Date: 09/11/2025

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

  Customer Answer

  Date: 09/11/2025

  Enterprise has reached out on 9-10-25 .I have nothing in writing so until the credit is posted on my credit card account I cant do anything but wait.only verbally I was promised "credits"I'll be satisfied with my security deposit the full $300 and the customer satisfaction return of portions of rental cost as promised.i trust they can sort out the receipt and ************* is 9-11-25

  Customer Answer

  Date: 09/17/2025

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

  Its took a few days to process refund enterprise did come through on their promises.resloved .yes I will use enterprise again.

• Initial Complaint

  Date:09/09/2025

  Type:Customer Service 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 refuses to contact me to address the matter. They refunded my funds, but I have requested at several levels for someone other than ******* **********, who is the manager's direct supervisor, to contact me as the nature of the matter necessitates intervention from a higher level of management.

  Business Response

  Date: 09/12/2025

  Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and provided contact information for any further concerns. The customer was issued a refund prior to establishing contact.

  Customer Answer

  Date: 09/15/2025

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

• Initial Complaint

  Date:09/08/2025

  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.

  Part of this complaint is going to sound completely absurd, because it is. But I've no doubt that there's surveillance to prove what I'm saying actually did occur.. I rented a car from Enterprise on August 28th. I've done it plenty times before. $300 deposit. I paid a total of 402 and some change. So the deposit plus the cost of the rental with the insurance for a day. On the 29th I decided to keep it again. Which I've done before. They just take it out of the deposit when I bring it back. They had texted me asking for payment and I explained that they can just take it out of the deposit. When I brought the car back the next morning, on time, I experienced something that I still can't wrap my head around. I was basically accused of somehow poisoning one of the employees. I walked in I walked out with him he made like he was fainting and anyway it was such an absurd spectacle . I was just trying to return the car that's all I'm doing I rented a car I'm returning it now I'm being accused publicly of being a criminal and apparently a murderer which again...I cannot even understand what happened. But I'm sure it's all on surveillance. So now at this point I'm I just want to go. The cops and emt on the way, having an argument with the woman who's accusing me of this absurd attempt to murder someone and the owner asked me to go, So we never checked the car out . Skipped protocol. Fast forward next day to present moment I still have not received my deposit and they will not give me an explanation they won't even call me I can't reach anyone they keep taking my number down nobody's calling me. They kept my deposit, after all that, and all I did was rent a car ... That's all. And now I have no options to rent a car because there's no way I'm going through them. All for what. I attached the nonsense below. They're claiming damages that just happen to add up to the exact amount they kept from me..weird.

  Business Response

  Date: 09/22/2025

  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: 09/23/2025

  Hello, so they ended up refunding me the money three days after you filed the complaint. There was no message nothing no explanation. Just a refund directly into my account just like that. No questions asked. So they don't need to investigate anything further and I think that speaks volumes as far as whether or not there was some suspicious going ona with them and having kept my deposit completely unjustified. They put that back so quickly,  really. So thank you by the way extremely effective reaching out to you. Extremely that pretty much solves everything so I'm not going to rent from them ever again but at least I got my deposit back I can't thank you enough. Now to just get an explanation for what on Earth that accusation was...

• Initial Complaint

  Date:09/07/2025

  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.

  Well i gave Enterprise 2 weekends i think thats ample time to give me a comparable rental this is the second time ive contacted enterprise via the 1800 number on there site first time same issue agent seemed sympathetic genuinely concerned and wanting to help so after the conclusion of the call based on this i gave them positive feed back expecting a resolution a call from enterprise with in 3 days or a email as i was told /well i think this is another case of shameless outsourcing by enterprise all agents had accents so i suspect my calls are routed out of the country not in house. All the documentation im not sure if it even gets documented or what happends bc ultimately i have to trust that enterprise as a company properly address the situation catered to me. Now that enterprise fails to do this I have to make it someone elses problem at my inconvenience at my local enterprise which i had to do not once but twice my experience with enterprise has been disappointing to say the least i even called state farm to inform them that the rental they are paying for a premium listed as a 95 to 115 per day rental has been sitting for 3 days bc it had a collision warning image on the dash with malfunction on the screen. Mind you im incredibly grateful to ***** the dm of crestwood for getting me such a acceptional upgrade that being the 2025 ****** altima xr. He trully took care of me knowing i was coming from a luxury sport car my acura ilx and handling a misunderstanding in my initial rental. . Enterprise told me my 2021 *** was a base rental at about 45 a day which is half the value or less than my 95 to ****************************************************************************** the proper vehicle. two weekends have passed and still no word from enterprise.

  Business Response

  Date: 09/16/2025

  Thank you for the opportunity to respond. Management spoke with the customer and provided contact information for any future concerns.

  Customer Answer

  Date: 09/18/2025

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

• Initial Complaint

  Date:09/07/2025

  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 filing this complaint against Enterprise regarding a rental in June-July 2025.When I rented a vehicle after my car was damaged in an accident, I specifically asked the Enterprise agent (*****) what would happen if I were to get into another accident in the rental. I was told that I needed to purchase the damage waiver. This was false and constituted a material misrepresentation. My personal auto insurance already provides full coverage, and the waiver was not *********** a direct result of this misrepresentation, I was charged $263.88 for a product I neither needed nor would have purchased had I been properly informed. This constitutes unjust enrichment by Enterprise, obtained through deceptive trade practices and in bad faith.On 7/19/25, I contacted Enterprise to request a refund. I was assured the area manager would contact me the following Monday. That never happened. I followed up again on 7/22, 7/28, 8/8, and 8/19. Each time, I was told I would receive a response within 12 business days. No one from Enterprise ever contacted me. On 8/19, I explained that I was in bereavement and again requested resolution, but was told to drive back to the rental location which was not feasible as I no longer live in the area.Enterprise has had multiple documented opportunities to resolve this matter in good faith but has consistently failed to act. Their refusal to address a charge obtained through misrepresentation and deceptive practices is unacceptable.I am requesting a full refund of $263.88.

  Business Response

  Date: 09/09/2025

  Thank you for the opportunity to respond. Management left a voicemail for the customer and processed a refund to resolve.

• Initial Complaint

  Date:09/06/2025

  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.

  On June 1, 2025 I reserved a mid size SUV from Enterprise (Confirmation #**********) through ****** Travel for pick up on August ******* at ****. The total cost for the rental was $187.39. On August 30th I arrived at the ******************* location to pick up my car but was informed they did not have any vehicles. I was informed that since we were inconvenienced, we should go to the **** counter adjacent to the Enterprise counter and any price differential would be refunded. The desk ***resentative (*****) gave me the business card with email address and instructed me to submit via email the original confirmation from Enterprise and the itemized receipt from **** upon completion of my trip. Note there were at least 10 others before me that were waiting for a car and all others arriving after me were also referred to ****. **** only had Large SUVs and Trucks for rent. All too large for my comfort, however, i felt i had no other options as we needed to drive an hour north of the airport. The rate was extremely high ($791.04), but the Enterprise *** said they would reimburse me for the difference. Upon my return from my trip, I emailed all of the reciepts to the email address provided, however, the email bounced back. I confirmed and re-sent the email 3 times. All bounced back. I called the local office and left a message on 9/2/2025. I subsequently called the corporate customer service office and was told they had 48 hours to return my call. On 9/4/2025 I called the local office again and was pushed to voicemail, with the message stating they would call me back within 2 hours. I believe the Enterprise customer service *** had no intention of honoring his promise to reimburse and I believe they are operating a sham of a business. The **** *** said Enterprise often runs out of vehicles so this is not new. Since no one is returning my call or honoring thier commitment I believe they are not operating ethically and financially harming customers.

  Business Response

  Date: 09/16/2025

  Thank you for the opportunity to respond. Management processed a refund to resolve on 9/11/2025.

  Customer Answer

  Date: 09/19/2025

  Better Business Bureau:
  
  Enterprise has successfully resolved my complaint. They contacted me promptly, processed my refund/reimbursement in full, and handled the matter professionally and courteously. I am satisfied with the outcome and appreciate the way Enterprise addressed the issue once it was brought to their attention.

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