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

  745 E Main St Stamford, CT 06902-3868

• 

  Enterprise Rent-A-Car

  590 Lordship Blvd Stratford, CT 06615-7123

• 

  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

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:08/29/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 8/19 the rental I got malfunctioned and broke down on me. I immediately called roadside assistance with the ************ at 945pm, both myself and the officers stated that the car was indeed in an unsafe location and needed roadside asap. I was told they would be there in an hour. 4 hours later there was NO roadside assistance. At 230am I called again and found out the first agent never even bothered to put the call out. The entire time I was standing in the dark next to the car. I finally received confirmation that roadside would not be there until 10am. I then had to get a hotel because I was NOT going to stay outside for over 15 hours. When roadside finally showed up they got the car prior to meeting with me directly and just took the car. I then went to a different enterprise to get a replacement, the replacement ALSO had a malfunction that would not gage tire pressure correctly. I was advised I would receive a refund on money and points and reimbursement for hotel. Only received 1 out of the 3. Now enterprise is trying to charge me for the malfunction on their rental. I WANT THIS REMOVED BC I TWAS NOT MY FAULT THE *** MALFUNCTIONED. I HAVE PICTURES AND VIDEO...AND PROOF OF ALL TEXT MSGS BETWEEN MYSELF AND ROADSIDE ASSISTANCE. This is COMPLETELY unacceptable

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

  Business Response

  Date: 09/06/2022

  Management attempted to reach the customer to explain the situation. They left a voicemail on Wednesday 8/31, Thursday 9/1, and Tuesday 9/6 but have not received a phone call back from customer. 
  
  
  To further explain the situation, a customer picked up a car from our ****, ** location on 8/19 around 1030am.  The rental car stalled, and engine lights came on dash around 10:30 PM while traveling in *******. Customer had to buy Hotel room and get a new vehicle the next morning. We then had the original vehicle towed to the nearest Enterprise service center so they could diagnose the issue. Once this vehicle was diagnosed, we received an email from our ************************* that this vehicle had fuel contamination and was filled with *********** which caused the vehicle to stall and stop running properly.
  
  
  We have already taken care of all charges on this rental for the customer and also mailed an overnight check to her for reimbursement of the one night stay in hotel room for $118.

   

  Customer Answer

  Date: 09/07/2022

  Complaint: 17789269
  
  I am rejecting this response because: I never received the overnight check, I would like to get the tracking number, if there is one since they utilized ****** because I never received it. I also never put the wrong gas in the car. I did try calling and never received an answer. Will try calling again. But the check was never received and the 3612 points was never returned back to me. I truly do enjoy using Enterprise, and never really had an issue  before this. So I am hoping to get everything sorted out, because I do rent cars frequently for business, not just for myself, but at times for other employees with my company.
  
  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/16/2022

  They have not sent the refund check as of yet. That i was told twice they were overnighting via ****** Never received the tracking number for either time. Also still have not had 3612 points refunded back to my account i was told over 3 weeks ago would definitely be done asap. So nothing has happened at all.

• Initial Complaint

  Date:08/29/2022

  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.

  My car was repaired at ******* ****. The damages were paid for by the ******* ********* *******. ******* **** called for Enterprise Rent -a-Car to drop off a rental vehicle. Enterprise was supposed to collect the monies from the ******* ********* ******* and not me. Enterprise personnel kept calling me about getting the money from the ******* ********* *******. That is not my job. I am the claimant and the ******* ********* ********* insured hit me vehicle. The insurance claim number is *************. Enterprise-rent-a-car illegally charged my bank account $193.07 causing a significant overdraft.

  Customer Answer

  Date: 08/30/2022

  Enterprise Car Rental, 271 W Market, Akron, Ohio 44303, 330 434 2525 is the location 

  Business Response

  Date: 11/07/2022

  Thanks for the opportunity to respond.  Management has processed a refund for the customer. 

• Initial Complaint

  Date:08/29/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 have called H31**3832353234373534H ***************** several times trying to get this issue resolved and no one has responded to my calls. My husband rented a car from the H31**3832353234373534H on Dual Hwy, **********, ** back in April of 2021. When he picked it up, he was with his son and they looked all around the car and there were numerous spots that they pointed out to the agent and they heard the same response every time. "Oh, that is fine, we only look at what breaks the paint." My husband did not think to take pictures but I sure wish he had! So we left with the vehicle and then dropped it back off a few days later and the agent tells me I put a dent in the vehicle, which I did not! Had I done that, I would have called immediately because I would have been worried about how to handle it. I told him I did not do that and explained the same story to him, that the agent didn't write down anything my husband had pointed out to him and this spot the agent located had not broken the paint either but regardless I didn't put any dent in the vehicle. I requested to speak to the manager, and I explained it to him. He stated he would get back to me but he never did so I assumed it was handled. Now fast forward to July 7, 2022 and my husband is trying to rent a vehicle because he was in an accident and the agent tells him, he is is on a do not rent to list. The ***************** is stating we owe them approximately $500 for that dent. We, did not dent the vehicle. I never heard back from the manager so what a crappy thing to do to someone when they need a vehicle, to be then told too bad a year and 3 months later! I have also emailed the regional manager on 8/8/22 (no response), 8/10/22 (no response), and again on 8/15/22 (finally responded stating nothing can be done).Reference # ******** - this is the reference number I was given when I called into the complaints department. Rental # **SFKS - I think this is the rental # from April 2021. The rental is under *****************************.

  Business Response

  Date: 12/01/2022

  Thank you for the opportunity to respond.  After further review, we will not be able to provide ********************** request. We have reviewed several previous contracts, and there was no prior damage documented. ****************** will be responsible for paying for the deductible. Once that occurs, he is eligible to be removed from the do not rent list.

  Customer Answer

  Date: 12/01/2022

  Complaint: 17789091
  
  I am rejecting this response because: They are lying!! There was no previous damage noted because THEIR employee did not look at the car and told my husband to not worry about it because the "paint was not broken".  That was his exact words.  We did not cause any damage to the vehicle!  I feel this was a scam to get us to pay for the damage that was already there.  
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/28/2022

  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 6/24/22, I rented a car from Enterprise at the ******* for 1-way to *****, KS. They were 48 min late to pick me up and the car smelled like weed and smoke. I wasn't sure if it was the gentleman picking me up or the car. It was the car. It was dirty as well-looked wiped down but not vacuumed. It also had an internal inspection warning but they said it was ok to drive. I was told since they were late, they were giving me an "upgrade" to this car and they wanted it out of their inventory. I extended the car 2 months as mine was in the shop. I called wkly to extend. Initially when I called ***** to extend, I was told that I could not drop it off here that I would have to take it back to ** ****. I called back to the ******* and the contract was edited as it had not been done correctly. I also asked if they could give me a better rate since I was extending wkly and the Asst Mgr ***** quoted me $159/wk. I was told that the first 2 wks would be higher and at the end of the rental they would adjust. The last wkly extension was done by the **** **** location in ******* as I could not get the ******* to answer their phone. This location quoted me $208/wk for the last week. On 8/22, I called to extend 1 more wk and I was told that I could no longer extend as they should not have allowed me to rent for more than 30 days. When I turned the car in, I was charged $4285.99 for the 8 wks/3 days. I was price gouged with a monthly rate of $2400. The ***** location told me they couldn't do anything about it and that I had to speak with the Legends. The Mgr ******* at ******* told me that they couldn't do anything as they couldn't make an adjustment to what was in the computer. Then why was I quoted something different? I asked him to send me what I was quoted each time for the extensions and I have yet to receive it. In addition, I paid $500 in deposits that were to be credited back by 8/25 and I have not received. I am requesting an adj to the quoted rates and my deposit back.

  Business Response

  Date: 09/12/2022

  Management has reach to the customer, and a refund has been processed to resolve this complaint for them. 

• Initial Complaint

  Date:08/27/2022

  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 rented a car from enterprise through my insurance ***********. This is my reservation number: ******.
  
  I told enterprise that I would drive my car from ** to ** and leave it in ****. They said it wouldn't be a problem. Now they are saying I need to pay an $85-$120 fee to drop it off at a different location.
  
  In ** they never told me there would be a drop off fee for it being dropped off at a different location.

  Business Response

  Date: 09/22/2022

  Thank you for the opportunity to respond.  We apologize for any confusion regarding this rental agreement.  The ticket is currently showing no balance, and a drop fee was not charged ultimately. 

• Initial Complaint

  Date:08/26/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a cargo van on 04/26/2022 at ******** location in **. A problem occurred with a rear wheel, driver side on May 2nd 2022. The wheel was shaking and making noise. I got concerned about my own safety and safety others on the road. I pulled over to a truck stop, parked the car and called Enterprise company in the morning. After several costumer represenatives I talked to, I got another replacement car ****** Corolla which helped me to get to another rental location to get a cargo van as a replacement. That car was returned to ******** location in a timely manner according to the contract. Overall, I had a positive experience with Enterprise. A few weeks after I returned the car, I received my $ 100 of the down payment they have requested as a security. I received a bill from Enterprise on 08/18/2022 in the amount of $ ******** for replacement of brakes. The reason for the replacement is stated-ABUSE.. I strongly believe Enterprise is practicing in an unfair and deceptive way and trying to scam me as a customer and violate my rights. First of all, the original car was returned on May 3rd with ***** miles on it, but on the invoice from a repair shop the odometer reading states ***** miles, the invoice dated 08/03/22. As a customer, I feel offended as they try to pass on a costumer the cost of the required mechanical maintenance and basic necessary safety features. Please help me to resolve the issue.

  Business Response

  Date: 09/01/2022

  Management has reached to the customer directly and resolved the situation to their satisfaction.

  Customer Answer

  Date: 09/01/2022

  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:08/25/2022

  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 at Enterprise inside ****** **** ******** airport on August 12. Returned car August 14. As I was on my way to return the car, I got pulled over by police that informed me the license plate on the rental car was multiple months out of date. I was giving a verbal warning to return the car to Enterprise. As I was already on the way, I didn't have a problem doing so. When I arrived to Enterprise I spoke to the manager who informed me I would be giving a full refund because of the situation. Today is August 25 2022 and I still haven't received a refund. I have spoken to Enterprise multiple times about this and they even had a manager email me saying I would get the refund in three days. That was six days ago. I called the manager at the number he provided in the email and he said I should have gotten the refund already. That he personally signed off on it. I have rented multiple cars from Enterprise in the past but I will take my business somewhere else from here on out. I just want my refund that I was told I would get.

  Business Response

  Date: 08/29/2022

  Management spoke with the customer and issued a full refund to resolve the situation. 

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 went to Enterprise to rent a standard *** but they say they didn't have one for me and gave me a smaller *** till they get a standard *** wich is bigger but haven't given me one in a week and they don't know when if they can give me bigger *** but its hard to believe that you never going to be able to find me a bigger *** when I rented before they gave me time to come pick one up so I need a definite time to come back to pick one up or they just dragging my time out in a small *** I'm not going to be calling everyday when I have a reservation trying to catch a standard size *** on their lot it's called a reservation so I don't have to go through all that to reserve before I get there

  Business Response

  Date: 09/06/2022

  *** ****** has returned his rental.  He has been renting with the location for the past several months.  In that time he was originally booked for a compact ***, and was given a free upgrade into an intermediate ***.  The branch did offer to put in him a standard size ***, but *** ****** didn’t want to pay the additional charges associated with the upgrade. 

  Customer Answer

  Date: 09/07/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Enterprise took the rental I had and said I couldn't rent from them I didn't return anything and they said I didn't want to pay the additional money but it was just a 25 dollar difference which was not a problem for me...I attached the screenshot of the prices. I was never offered a standard ***.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/25/2022

  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 8/24/2022 I rented a car from enterprise car rental. I drove the car foe an hour and discovered the air conditioner did not work. I called customer service and the sent me to a ********** store for a replacement. When I got to the ********** location the y were rude and gave me a car that was less than the equivalent that I initially paid for. I am seeking a refund for driving a vehicle that was less than what I paid for.

  Business Response

  Date: 08/29/2022

  Management emailed the customer, and they responded and returned vehicle today. We split the rental cost with the customer for the inconvenience, and they are completely satisfied.

  Customer Answer

  Date: 08/29/2022

  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:08/25/2022

  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 Aug 22, 2022 @ 9:00pm, I arrived at the ******************* to pick up a rental car. When arriving at the Enterprise front desk, we went over and signed the contracts with ********,(without seeing the actual vehicle) she then directed me downstairs to pick up my vehicle. I was greeted by a gentleman that directed us to pick any car due to low inventory. After I chose my vehicle, the gentleman walked away, and I asked him arent we supposed to do an inspection? He stated, no youre good to go. He never came close to the car. I then proceeded to take a walk around video of the vehicles condition where we saw the front bumper was scratched. After exiting the airport, we noticed a scraping noise. With it being late at night and raining I proceeded home. The morning of Aug 23rd, I walked out to my car and confirmed that the undercarriage was ripped and scraping on the ground. I called the branch and asked if I could exchange the vehicle and I was granted permission. I made my way to the airport to exchange the vehicle. After talking with the gentleman about the exchange, he deferred me to his Assistant Branch Manager *******. ******* then informed me that since I signed for the vehicle in a damaged state, I am responsible for the damages and will be charged. When asking if the damage was previously notated in the system she said no implying someone did not to their job correctly and that the damaged was caused by someone else (not me). During this interaction in trying to explain that the damage was already present when picking up the car, ******* carried herself in an extremely unprofessional, short tempered, rude, and condescending manner. ******* then claimed we signed and accepted a damaged vehicle which is categorically false. Cameras will prove that contracts were signed at the front desk and associate did not perform an inspection prior to us departing. She even went on to say that she didnt care about the scrape on the bumper it was going to ch

  Business Response

  Date: 09/22/2022

  Thank you for the opportunity to respond.  In an effort to resolve this for the customer, a refund has been issued on the rental agreement as of 8/30/2022.