Complaints

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

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• 

  Enterprise Rent-A-Car

  600 Corporate Park Dr Saint Louis, MO 63105-4204

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  102 Belvidere St Boston, MA 02199

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  26 New St Cambridge, MA 02138-1219

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  13 Faunce Corner Mall Rd North Dartmouth, MA 02747-4213

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  62 Taunton Ave Seekonk, MA 02771-6130

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:08/17/2023

  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 received a text message from Mr. ****** from enterprise on 8/15/23 around 6:30 p.m. after receiving the text message I contacted enterprise customer service number to find out about the rental car in my name the representative gave me the information stating that I rented a car on August 15 at 2:00 p.m. thru August 18, 2023 return time schedule for 11:00 a.m. After speaking with customer service I file a police report with the city of margate due to fraud, I was at work during the time this transaction happen. On Wednesday morning I went to enterprise located at **** * ***** **** * ******** ** *****. I ask to speak with Mr. ****** per ******* Mr. ****** was not in today he was the on duty manager. I ask ******* if I could speak with him in regards to the rental agreement I explained to ******* what he then review my account and stating ******* ******* always rent here at this location. What I found suspicious was ******* contact the additional driver ***** ****** instead of calling the renter ******* ******* the friend ***** gave ******* ******* number, while ******* was on the phone with ***** ******* was erasing my information from my profile, the other suspicious activity ****** ask ******* renter to come back and returned the car instead asking renters to come to the office to update the paper work if it was a mistake. Mr. ****** contact me today regarding the matter honestly I don’t feel like it was a mistake the other ******* used alI my information to renter the car. I believe it was a inside job that commit fraud ******* wasn’t able to find my future reservation schedule for October 13 2023 but customer service was showing reservation was still showing in the system for October 13, 2023. I have not happy with situation I feel I have been a victim of identity theft. I did upload renter agreement from 8/15/23 and the renter agreement from when I rented from this location on 1/18/23 signature is very different renter signed his name.

  LOCATION INVOLVED:

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

  Business Response

  Date: 09/01/2023

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

  Customer Answer

  Date: 09/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: they have not resolved the profile matter. the person that i spoke to said that he would email me his direct number and i have not received that email. the way that this whole situation was handled is very disturbing.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 09/08/2023

  The email was resent to the customer, and IT teams are engaged in removing the rental from the customer's rental history. 

  Customer Answer

  Date: 09/16/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Because they have not moved the wrongful information they said that they would remove. 
  
  
  
  Sincerely,
  
  
  ******* *******

• Initial Complaint

  Date:08/17/2023

  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.

  This complaint is being filed to prevent this from happening to other consumers that utilize Enterprise Rent-A-Car located at **** * ********** *** ************* ** *****.
  On 7/8/23, I had picked up a vehicle that I reserved. Upon pick-up the agent that processed the rental failed to walk out with me and do a walk-around as previously done for the many years that I have rented from them.
  Due to me having a previous issue with a refueling charge that I had to dispute with my credit card company; I decided to snap a photo of the dash showing the mileage and fuel gauge.
  Upon return of the vehicle on 7/10/23 I replenished the fuel back to where it was when I picked up the vehicle to avoid a refueling charge.
  On 7/12/23, I received an invoice stating that the fuel tank was full upon pick-up and I didn't return it on full; resulting in a $65.52 Refueling Fee.
  I called the local Enterprise Rent-A-Car where I had rented from and explained to them what had happened. I was told that I would receive a refund for the disputed amount.
  Several days go by and no refund, so I then send a text to the office to inquire. I receive no response. I later called and emailed Enterprise Corporate via their website, no response.
  I in turn, dispute the charge via my credit card company.
  Due to this same refueling error happening twice to me. I decided to file a complaint so that a record can be kept. They are committing fraud and they are failing to have proper practices and documentation.

  LOCATION INVOLVED

  Address: 6602 E Washington St, Indianapolis, IN 46219

  Phone: (317) 352-0991

  Business Response

  Date: 08/25/2023

  Thank you for the opportunity to respond.  Management was able to reach the customer and offer an apology.  A refund has been processed, and the customer was offered two free days for a future rental. 

• Initial Complaint

  Date:08/17/2023

  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.

  My son, ****** *********, rented a car from Enterprise at the Davis, CA, location. He got into an unfortunate car accident. The car was towed to a local tow yard in Sacramento and ****** was taken to the hospital by ambulance. All of his belongings, including cell phone, hearing aids, vision glasses, expensive scrubs (he is a nurse) were left behind in the rental vehicle. The next day he contacted the local rental agency in Davis to retrieve his items. He asked to be allowed to go to A1 Towing in Sacramento to get his belongings back. It would have been very easy to do that. Instead, he was told that the vehicle would be released from the tow yard to a local enterprise location within a couple of days and they would notify him immediately of the location of the vehicle so he could retrieve his belongings. After 6 days he had not heard back and called again. He was told that the matter had been turned over to their corporate office and asked that he call that office, which he promptly did. The corporate office told him that he needed to contact their customer service office, which he promptly did. The customer service office referred him back to the local rental location in Davis. He was given the runaround and nobody at Enterprise made any effort to assist with retrieving his items. About 2 weeks later, ****** received an email from Enterprise's risk management department, **** ********* *** * ******* **** ********** ** *****, ###-###-####, with an invoice for the damage caused to their vehicle in the accident. ****** wrote back to Mr. ******** to make him aware of the missing items. He responded that this was the first they heard about any missing items and that he had failed to contact them in a timely manner. Mr. ******** said that had ****** contacted them in a timely manner, they would have granted him access to the vehicle to get his belongings back. Mr. ******** also stated that the vehicle had since been auctioned off to a third party and the items could no longer be retrieved. ****** submitted telephone records to Mr. ******** in the risk management department showing all the numerous phone calls he had made to various Enterprise offices in an attempt to get his belongings back. After Mr. ******** saw that he had made every effort and had done his due diligence, they changed their tune. He responded that ****** had failed to purchase additional insurance for personal items and he attached a portion of the rental agreement saying that Enterprise was not responsible for any personal items prior to, during and after the rental term, not even if such items were stolen by people in their own company.
  
  While we understand that ****** may not have a legal remedy to hold Enterprise liable for the lost items, since he did not purchase additional insurance, Enterprise clearly failed to direct ****** to their division that would deal with such an issue. He was directed from one division to another, to no avail. As a customer and outside person, how would he have know to contact the risk management department when he was never told that?
  
  The items in question have a value of at least $10,000. The hearing aids along are at least $6,000, his cell phone over $1,000 and his vision glasses close to that amount. He also had work clothes and other items in the vehicle (the rental was for a period of over 5 weeks while his own vehicle was in the shop).
  
  Enterprise's failure to take any kind of responsibility in this matter is wrong and appalling.

  LOCATION INVOLVED

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

  Phone: ###-###-####

   

  Business Response

  Date: 08/30/2023

  This customer was involved in a total loss accident in one of our rentals around 6/6/2023.  The Risk Specialist assigned to the Davis location received the renter's about lost and found items. Per the customer, they had contacted the renting location, customer service, and DRU about the lost and found items, but the Risk Specialist was not aware of any items in the car until receipt of the customer’s first email on 7/12/2023. In review of the unit history, they found that the customer’s rental was towed by a California Highway Patrol dispatched tow vendor to impound (A1 Towing), moved by Eagle Towing out of impound to Omega Collision for an estimate, then subsequently moved to auto auction Manheim Central California after being deemed a total loss. The vehicle had been auctioned on 6/22/2023 prior to Risk Management being notified of the potential lost items. They reached out to both Omega Collision and Manheim to see if they took any items out of the car, but the vehicle was heavily damaged so they did not enter the vehicle while in their possession. Manheim confirmed with the buyer that no items were in the car when they received it.
  
  A 3rd party tow vendor did the initial tow, the vehicle was stored in impound, and the customer did not purchase our Personal Effects Coverage. We had no way of knowing what items, if any, were in the car or if any items had been removed by other parties prior to coming into our possession. Since no protections were purchased by the customer, we took the position that we were not responsible for their items and the Risk Specialist sent him the rental contract details reiterating that we were not responsible.  

  Customer Answer

  Date: 08/30/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Enterprise was contacted on multiple occasions to retrieve the items in the vehicle.  After contacting the local rental location Justin hours after the accident, I was promised to be notified when the vehicle would be returned to one of their locations so I could get my items.  I called a few days later, after not hearing back and was given numbers for one department after another to contact to retrieve the items and nobody within Enterprise referred me to the correct department and nobody took any responsibility and nobody assisted me in any way to retrieve the items.  I offered to drive to the tow yard - A1 Towing - and was denied to access the vehicle.  I have provided telephone records that show all the calls I placed to enterprise in an attempt to get my belongings back.  The fact that Mr. ******** from their risk management department now claims he didn’t hear about the lost items until the vehicle was auctioned off is absolutely ridiculous and unacceptable!  Enterprise clearly failed to provide any assistance to me, as their customer, after being in an unfortunate car accident with one of their vehicles. It was not a lack on my part to attempt to get the items back. Every enterprise office I contacted referred me to a different department - the local rental location, their corporate office, their customer service office, back to the local place.  For them to now say that I failed to purchase additional insurance for personal items is unacceptable when Enterprise did absolutely nothing to help, even though they were contacted in more than a timely manner and on numerous occasions at a time the items undoubtedly could have still been retrieved before the vehicle was finally auctioned off.  Enterprise should at least admit to some fault and take at least part of the responsibility for the loss of my belongings!  Any other response is clearly unacceptable, dishonest, and shows unacceptable business practices! 

  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:08/17/2023

  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 rental car online, through ****** Travel. The reservation pickup time was 12:00pm. I called and confirmed that the rental car is available at 1:15pm. At 2:00pm, I arrived to pickup the rental car. I was advised by the employee that he already rented my car out. He said "Do you expect me to hold it all day?" Yes, actually, I did expect the car to be available since I reserved in 6 days in advance AND I called 45 minutes before arrival to confirm that the car is waiting. I called the corporate office and was directed to the "escalations department". She then advised me that she would contact a manager and have them call me back about the problem. I requested a call right away so that we could rebook another rental car. This was a week ago today and I still haven't heard from a manager.The initial rental place was 30 minutes from my house, but since they didn't have my reserved car available, I had to drive another hour to the other location to pickup a car. The reason we chose the original location was because it was cheaper. We ended up having to reserve another car, drive farther, and pay more. We were trying to leave town to take our son to college 9.5 hours away. This put a big wrench in our plans and we haven't even heard back from anyone regarding the issue.

  Customer Answer

  Date: 08/17/2023

  The complaint is specifically for the branch in **********, **

  Business Response

  Date: 08/25/2023

  Thank you for the opportunity to respond.  Management spoke with the customer and apologized for the miscommunication and inconvenience. They also book a discounted rental for the customer next month.

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/16/2023

  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.

  8/16/2023 My car was placed in the shop and enterprise brought the rental to the repair shop. It smelled of strong deodorant but I had to go to work so I said I would return it later. As I was driving the smell became so overwhelming I developed a headache. It smelt like cigarettes and weed with perfume. The facility it came from closed so I call enterprise and they said I can exchange it at the airport. And they would let them know I’m coming for the exchange by 7pm. I get to the airport and the manager says they misinformed me. He does not exchange cars unless there is a break down in the vehicle and I would have to drive the car back home and go to the other rental site in the morning and there is nothing he can do. I called there 24 hour line and they escalated the call so that I can get an exchange. I have been standing here for 45 minutes with my two daughters because we are now stranded until they straighten this mess out.

  Business Response

  Date: 08/30/2023

  Thank you for the opportunity to respond. This customer was switched into a new rental vehicle on 8/17 at 10:18am at the renting location and continued to have that rental vehicle for the remainder of her rental until she returned on 8/21.
  

• Initial Complaint

  Date:08/16/2023

  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.

  I was overcharged by enterprise rent-a-car in the amount of $162.49. One overcharge of $137.03 and one erroneous toll charge of $25.46.I rented a car (with delivery and pick up in the agreement) for 5/26/23 5/30/23. The car was delivered to my workplace under the wrong name so I had to go to the branch speak to an employee and receive a print out of the agreement so the car would be released to me. I returned to check out my car at my workplace and it was dirty (despite their clean pledge). I needed to get going at that point, so I left with the rental anyway. I returned the car to our usual drop off location 5/30/23 @ 8am per the agreement. On 5/31 I received a reminder notification to return the car. I sent an email to the branch manager letting her know I had already turned in the car to no response. 6/2 I received an email from enterprise saying I returned the car 6/2. The same day I emailed customer service letting them know the charge was incorrect to no response. Monday, 6/5 I reached out the branch manager and let her know as well. 6/10 I received a pending charge notification of a Toll Charge for 5/31 (after I had already returned the car). I notified the branch manager to no response. 6/12 the toll charge went through. I notified the manager and they said it would be resolved that day. It was not. I visited the branch as well and the manager said there was some kind of issue where my booking info was switched with someone elses and that it would be resolved after speaking with the district manager ******* because they could not figure out how to correct and process the refund. I have been back and forth with the branch and the district manager for months now with no resolution.

  LOCATION INVOLVED

  Enterprise Rent-A-Car
  *****************************************************
  **************

  Business Response

  Date: 08/25/2023

  Thank you for the opportunity to respond. A correct refund has been processed.  We have attempted to reach the customer to notify them, but have been unable to reach them as of 8/21. 

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  I should note I have not received any emails or other attempts of contact like the business mentioned. 

  Thank you for your assistance in getting this refund.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/16/2023

  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.

  My car had to go to the body shop after someone hit it. *** ********* was paying for the rental. I had the 2023 Chevy Malibu for 2 days and 6 minutes. I was charged for 3 full days. *** paid $105 to Enterprise. My credit card was charged $73.33. I have reached out to **** *****, Manager by phone and email. He has not made the credit adjustment.

  Address: **** ********** ********* ***, Shreveport, LA 71105

  Phone: ***** ********

  Business Response

  Date: 08/25/2023

  Thank you for the opportunity to respond. We have refunded one day of out of pocket charges as requested. The Area Manager reached to the customer to apologize for the confusion and explained the way insurance billing is compared to retail/corporate.

  Customer Answer

  Date: 08/26/2023

  The man that called me said they had to charge for 3 full days because insurance was paying for it.  This is not a true statement.  He refunded me the cost of the vehicles optional insurance for 1 day, but that was it. I will never rent from Enterprise again because they cheated me. I do not want to pursue further action. Thanks.

• Initial Complaint

  Date:08/16/2023

  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 rented a car for Monday, August 7, 2023 at 10:00 a.m. from **** ** **** at the Oak Lawn, IL location. The car was dirty and had not been cleaned and sanitized. Dust was visible on the dashboard and interior. I mentioned it to the manager, ******* and he offered a discount upon return. After completing transaction at office, I left to begin my road trip. While on the expressway I used the windshield wipers to clear the windows. My sight became blurred from the worn blades. I was unable to see temporarily while driving. I called enterprise and was told to come back for another rental. I was an hour into my trip. I concurred and returned. I was given another vehicle filthier than the first. The walk around inspection revealed scratches, cracks and a long crack along the back fender on the passenger side. I told this to *******, the manager and again he promised a discount upon return. On the highway the back fender shook until it partially disconnected from fender and blew off. It caused other cars to screech tires and sway lanes to avoid the dislodged piece. I called the office and was told to go to another location for yet another car. The next township was too far and out of my distance to travel. I returned the car on Wednesday, August 9, 2023 at 2:00 PM instead of Thursday, August 10, 2023 at 12:00 PM. Not only did I not get a discount, the manager further stressed me from berating me and being condescending about my experience. I wasn’t even getting credit for the early return.

  LOCATION INVOLVED

  ENTERPRISE RENT A CAR 

  
  Address: **** * **** **, Oak Lawn, IL 60453

  Phone: ***** ********

  Business Response

  Date: 08/22/2023

  Attn: Better Business Bureau
  
  Please accept this correspondence as our response to the complaint regarding
  Enterprise rental agreement ******** ****** **********
  
  Area Manager *** ****** called and spoke to ****** ********* and they agreed the damage claim* ********* would be closed for customer service without any payment due by ****** *********. 
  The matter is now considered resolved.  
  
  At Enterprise Rent-A-Car, we strive to satisfy all our customers by providing excellent customer service.
  We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.
  
  Thank you for your consideration in this matter.  Please contact the undersigned should you have any additional questions.
  
  Sincerely,
  ********* ****

  Customer Answer

  Date: 08/22/2023

  Complaint: 20477345
  
  
  
  I am rejecting this response because: this response is for the car damage that was not my fault. It’s because of the dangerous car given , the early car return and the manager, ******* nasty comments that I expect a refund. The liability is a separate issue.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 08/30/2023

  Attn: Better Business Bureau
  
  Please accept this correspondence as our response to the complaint regarding
  Enterprise rental agreement *******, ****** **********
  
  Area Manager *** ****** called and spoke to ****** ********* and they agreed the damage claim* ********* would be closed for customer service without any payment due by ****** ********** 
  Area Manager *** ****** called and spoke to ****** ********* and advised that one day of rental would be refunded, $92.22, he emailed the renter as well to confirm refund was processed.
  The matter is now considered resolved.  
  At Enterprise Rent-A-Car, we strive to satisfy all our customers by providing excellent customer service.
  We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.
  
  Thank you for your consideration in this matter.  Please contact the undersigned should you have any additional questions.
  
  Sincerely,
  ********* ****

  Customer Answer

  Date: 09/02/2023

  Complaint: 20477345
  
  
  
  I am rejecting this response because: I am being harassed by someone using my personal contact number to send the attached text to my cell phone. The manager was very rude to me and no one threatened an employee. This text was sent on Saturday August 28, 2023 after business hours. This company has caused severe stress. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:08/16/2023

  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.

  Had an Auto Claim through ***** *****. My car took a long time for repairs due to the backlog that we have here in Michigan with availability. The shop referred to the Enterprise location 10334 Eight Mile Rd, Royal Oak Township. They put me on a Do Not Rent list because I did not answer the phone. After they charge d my card I thought we were all good plus and their were no issues with payment. My working hours are the same as theirs and I have a strict no cell phone use policy at work. Im on a do not rent list for 12 months as if Im some type of Criminal. I called the Department that handles that and spoke to the Regional Manager, ***** He refused to have me removed and said it was my fault and responsibility to stay in contact with them. I had an insurance claim and it was to my understanding that the adjuster normally sets the appointments and handles all of that, so that was to my understanding. Well my case kept being opened and closed behind the scenes because the shop kept asking for additional pay and so it prolonged everything and then I was told that I was out of contract. I understood that but I still dont understand why I have to keep talking to them everyday since they had my Credit Card. I dont rent often but normally they hold your card for a certain amount and they charged my card. They refuse to take me off this Do not rent list as if I owed somebody some money. It only went to the Recovery Unit because they acted as if I ran off with their car and that was not the case. I dont appreciate them doing that to me have call logs where I called the week before and explained what was going on but none of the guys said anything at that time so I thought I was good. I talked to a young lady who explained to me what was going on and she said something about me needing to do a contract now that it was over 30 days. I have a new claim and cant use my benefits properly. Kyle said he does not have a Boss, by the way. This have been an inconvience

   

  LOCATION INVOLVED:

  Address: ***** ***** **** *** ***** *** ******* **** **

  Phone: ***** ********

  Business Response

  Date: 08/22/2023

  Thank you for the opportunity to respond. The customer was placed on Do Not Rent due to circumstances that occurred during their rental. Management has reached to the customer and discussed their Do Not Rent status and when they could reevaluate that status. 

• Initial Complaint

  Date:08/16/2023

  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 an accident where the car was totaled. The insurance made a reservation for me at enterprise. Getting the car itself was a breeze. The people were nice at the time and took care of me. I had to pay a $50 deposit to get the car, so they had my cc information on there.
  
  I only had the car for a week and worked with the insurance to get it extended. I was informed to make sure the gas was filled otherwise they would charge extra fees which I did. What I wasn't informed was that the suv they gave me was an "upgrade". Apparently the insurance only had a reservation for a car, not an suv which I was not aware of. The insurance did not approve of the upgrade so enterprise decided to put that charge onto me instead.
  
  There was no warning and no receipt. I was at work when I saw the charge of $221. I called the first time and they tell me the insurance shortchanged then. I call the insurance and they said it was because they didn't approve of the upgrade. I call back and get ******** who then tells me that she would have told me and why did I call in today about the upgrade if I knew nothing about it until that day. I called earlier that day, that's why. She then tells me that she'll call later which she never does. I call on my lunch and reach a guy who then tells me that there's nothing they can do and that it's closed out. Said I would have better luck getting the insurance to approve the upgrade.
  
  I don't feel I should be charged an upgrade I wasn't aware of. I called back on my last break just to see if there was a chance it could be fixed before I reported the charge. The girl I reach called me a liar and proceeds to tell me I called a week ago about an upgrade. I called the insurance about an extension, but I did not know of an upgrade until today. I asked her to pull the call and she said she did but it was only the transcript. So she was going off of a flawed transcript and notes from someone who could have been trying to save themselves.

  Enterprise rent a car
  ***** ******** ****
  Jacksonville FL, 32225

  Business Response

  Date: 08/22/2023

  Thank you for the opportunity to respond. Management reached to the customer to speak with them and apologize.  A refund was processed as well.