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

  288 Washington St Boston, MA 02135-3503

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  2021 Revere Beach Pkwy Everett, MA 02149-5918

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  59 Washington St Foxboro, MA 02035-1355

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  685 Washington St Hanover, MA 02339-2280

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:11/04/2022

  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.

  The issues started right from the beginning.First off, My insurance (The General) reserved me a rental (They cover $25 a day for a rental) at Enterprises ********** (******, **) location, where I was told they will have a vehicle there at **** hours on 11-3-22 and I would pay around $10.25 out of pocket. When I arrived they had zero vehicles available, they said their shipment was running late due to elderly drivers, then put me in a ****** Rogue that now costs me $12.50 a day out of pocket, and smells of marijuana, I absolutely had to have a vehicle to go home in or I wouldn't have taken this one either, as I had no other option. This is where the **************** location comes in. I called them on 11-3-22 at 3:22 pm and spent 11 mins 45 secs on the phone with someone from the branch that again, guaranteed me an economy car would be there on 11-4-22 at **** for me to rent, I waited in the parking lot for them to open when I went in to speak to the associate they had 0 recollection I even called, and told me there is absolutely no economy car to rent there, and blatantly ignored my complaint about the vehicle smelling of illegal substances. I called back in the attempt to figure this out better after I left and was hung up on while trying to explain, then spent another 10 minutes attempting to get a hold of someone else at the branch that would listen, and the most they did was put me on a list to wait for an economy rates vehicle. If I were to get pulled over in this vehicle, I would be subject to search and seizure immediately because of the suspicious odors coming from the car.The amount of time wasted, lies, miscommunication and non communication, and they still would not give any kind of compensation even though they themselves had told me there WOULD BE an economy car there to swap out the current one costing me $12.50 a day.

  833 ******************************************** 44702

  and

  Enterprise Rent A Car
  1338 ***********************************************************, 44663

  Business Response

  Date: 12/02/2022

  Thank you for the opportunity to respond.  Multiple attempts have been made to contact the customer. Management encourages the customer to reach back to them.  They fully intend to discuss and take care of everything when the customer returns if they do not hear from them before then. 

  Customer Answer

  Date: 12/02/2022

  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:11/04/2022

  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.

  They were dishonest about charges and availability. The Service guy was rude at first meeting and attempting to tell me what i needed instead of listening to my concerns and needs. He gave the wrong price for what I eventually took. The vehicle screens and operations system had software issues that it was going blank and making noises and would not connect to phone which I needed for work. After returning car I attempted to let them know I returned the vehicle to close it out and was immediately put on hold for 45 minutes then came on and said he would be back in 2 minutes and even said my name as he recognized the number or voice. He never came back on as their office closed and they hung up . I called the next day and same male answered and then told me I owed more because he did not give the actual prices and explained what he said and ignored my complaint. I called the customer service line and file a complaint and no one called. I called several times to speak to a district manager and each time they created a new complaint and no one ever called. I got tiered of calling about it and I guess that's what their plan was to do in this situation to just exhaust the person she they would not have to deal with the issue. I would never rent from this location nor Enterprise at all because i feel cheated by them not honoring the prices I was quoted and ignoring my concerns and complaint to the complaint department

  Enterprise Rent-A-Car
  **************************************************br> BellaireTX, 77401
  **************

  Business Response

  Date: 11/07/2022

  Thank you for the opportunity to respond. This has been resolved. We called the customer, apologized, and offered a full refund. They were very satisfied with this result.

• Initial Complaint

  Date:11/03/2022

  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 vehicle between the 25th and 28th of October. I returned the car on the 28th at around 4 AM. I have contacted several agents who are not able to give me an invoice. No communication from the rental agency at the ************ airport. They have charged my federal government credit card and I need an invoice to complete the transaction.All I need is an invoice from enterprise. This is the only resolution I need.

  Business Response

  Date: 11/07/2022

  Thank you for the opportunity to respond.  This issue has been resolved with the customer.  We needed to speak to the customer, because a receipt could not be provided due to an error.  We called the customer when we were notified of this and explained that situation and the reason the receipt was not sent promptly.  The customer has now been emailed the receipt.

  Customer Answer

  Date: 11/08/2022

  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:11/03/2022

  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.

  Luxury car rental on October 12, 2022 at *************************************************************** for 8 days. We paid for one week with points earned on previous rental. One additional day charges where placed tentatively on ***************** Just after pick up we ran into rain and noticed wipers were worn out completely. Called location and spoke to **************. Instructed to proceed to Tire Kingdom in ************************ as they have corporate account to cover cost. We were informed they no longer do business with Enterprise. ****** then said is there a Tire Kingdom, we proceeded to the St ****** location and spent well over an hour there and the counter person was unable to get into the system to direct bill Enterprise (without telling us what he was doing or having issue with) we then drove to AutoZone and purchased wiper blades on our **************** card for $*****. So we spent close to 3 hours of our trip just replacing wiper blades as heavy rain was beginning and expected through the ********** also. Vehicle service needed appeared upon cranking car up also. We ended up arriving extremely late evening for our first stop. We also noticed while driving that loud road noise was heard from passenger side back window and it was due to that window not setting properly allowing the wind noise. Upon return we asked for partial points refunded due to noise the entire time we were in the vehicle which was most all daytime hours daily riding the mountains looking at fall colors (point of the trip) Manager advised staff to w/o $72 owing on 1 day rental fee and give 2 free days rental for window noise issue. I went back in since no email received at all. I got nowhere in person to arrive at resolution and even left message for Area Manager- ******************************* with accounting ************ office as we are not satisfied. We finally got an email afterwards of 1 day free not two as promised. Retaliation maybe for complaining at all? We would like ***** refunded to Amex and all points back.

  Business Response

  Date: 11/07/2022

  Thank you for the opportunity to respond.  We have spoken with the customer and apologized for their experience. We will be sending the customer a full refund via check for their inconvenience. The customer was appreciative of the call and is satisfied with the resolution.

  Customer Answer

  Date: 11/07/2022

  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:11/03/2022

  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 vehicle from Enterprise Rent a Car in Lakewood NJ on June 21, 2022, while my car was being repaired from an accident I was in. Enterprise charged my card $4070.41 for the rental of ***** ******, not my name. I haven't received the bill in my name to submit to my insurance company for reimbursement. I emailed Enterprise on 3 separate occasions to correct this matter, my emails were ignored. I called the local office 6 times, no one has been able to help me. Their response was, "sorry, this is the name on the bill." If so, it is not my bill and my card was charged in error.
  I have reached out to the corporate office on 3 different occasions, each time I was promised they would get me a copy of MY bill with MY name on it, so I could submit to my auto insurance, but all three times I haven't received anything. It has been over 2 months since I have been fighting to get a copy of the bill so I could submit to insurance, with no response. I am disputing the $4070.41 charge that does not belong to me, and would like assistance to receive my bill.

  Enterprise address : 1141 NJ-88, Lakewood, NJ 08701

  Business Response

  Date: 11/07/2022

  Thank you for the opportunity to respond.  Management spoke to the customer and was able to resolve by offering to provide her the corrected bill with the proper name on it. This is being sent to the customer.

• Initial Complaint

  Date:11/03/2022

  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.

  11.2.22 I received a call from a customer rep from the ******************** on ******************. I was threatened to get my rental car towed if I did not bring the car back. However, my contract is valid until 11.9.22. I put down a deposit as required when i picked up the car, and my insurance is paying for the 80% of the rental until 11.9.22. The rep called requiring more money when my contract is under my ********************* He was very rude and disrespectful for now reason. He stated, ' my deposit only covered the rental until 10.31.22, but my paperwork says until the 9th, and Enterprise on required one deposit to put on hold. In additional, i was never give a choice in vehicle, they provided me with a call. My contract is different from what the rude customer service is showing. He differently needs customer service training and stop threating customer they are going to tow the car and leave you stranded it. I want corporate to be aware of this type of service, so it will not keep happening.

  Enterprise Rental Car
  **************************************************************************************
  ************

  Business Response

  Date: 11/08/2022

  Thank you for the opportunity to respond.  The Area Manager contacted the customer and explained that they had an insurance *** of either $1000 or a number of days; it is whichever condition is met first. Area Manager also apologized for the misunderstanding and for the way the rental conditions had been communicated to them.

• Initial Complaint

  Date:11/02/2022

  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 rented a car from the ******* location on Sept 30th. I returned the vehicle on the 14th of Oct to the same location. I was informed I would receive my 50 dollar(s) deposit back within 3 days. However, I have yet to receive my deposit back. It will be three weeks since returning the vehicle this Friday. I would like my 50 dollar(s) deposit back.

  Enterprise
  17299 ****************************************************************

  Business Response

  Date: 11/03/2022

  Thank you for the opportunity to respond. Our Area Manager called the customer and apologized for the delay in receiving her deposit.  We mentioned we were unable to process due to a pending extension with the body shop, however that is not her fault, and we will handle the pending extension.
  
  The refund/deposit is going back to her card on file.
  
  

  Customer Answer

  Date: 11/03/2022

  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:11/02/2022

  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.

  To Whom this may concern, My name is ******* ******** and I rented a vehicle on 10/13/22 from the Enterprise 7600 75th Street, Kenosha, WI 53142 (Pickup site Caliber Collision/ Kenosha WI) . On the day of pickup I was charged $144 dollars forthe deposit and the $14.95 a day difference for upgrading to a truck and Enterprise Insurance (my insurance covered $30 a day plus). Five days later I was charged (without prior notification) $197. It was to my understanding I wouldn’t be charged anything extra until I return the vehicle. I also contacted Enterprise and requested to have the insurance removed effective immediately and was told it wouldn’t be a problem. Upon returning the vehicle on 10/28 (which was cleaner than what it was when I picked it up) I called Enterprise Kenosha to get a balance and to see where I should drop off the vehicle. I was told by *****, Enterprise employee that the balance was $150 and to drop off at Caliber Collision/Kenosha. The next day without notification Enterprise made attempt to charge $614. I called Enterprise to ask why I was charged more than what was quoted and was told that I was still being charged for the insurance and they couldn’t provide me an answer as to “why” the balance was $614 instead of $150 like ***** had stated. I was then told a Kenosha manager will call me back (never got a callback). Instead the store just keeps on trying to charge my card which my bank has now froze.
  
  I’ve been renting cars from Enterprise for over 20+ years and this is the worst customer service experience I’ve ever endured. I was never emailed a statement when I picked up the vehicle, nor can I find one on my a enterprise account. I feel like I’m being hoodwinked by the staff. I never thought after suffering a car accident and having to put my vehicle in the shop, that I’d also have to battle and be stressed by Enterprise. I have developed an definite honesty and trust issue and now reaching out to the corporation and HQ

  Business Response

  Date: 12/06/2022

  Thank you for the opportunity to respond.  Management has reviewed the rental and attempted to reach to the customer to clarify.  Unfortunately they were not able to reach the customer, but they can confirm that the rental was for significantly less than the customer is stating, the invoice currently stating $126.54, so they believe that this has been rectified.  We encourage the customer to reach back to management if they have further concerns, and we apologize for any confusion. 

• Initial Complaint

  Date:11/02/2022

  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 this business, and it was delivered to me with 1/4 of a tank. I was told to bring it back with the same amount of gas because they were busy and didn't have time to fill it. I was charged refueling of *****. I have been attempting to resolve this since July 2022 and continue to get the run around. They take my information and tell me they will have someone contact me and never follow through. When I ask when I should expect a call or email back, they hang up on me each time. I've asked each time if it is recorded, I have previously called and reported it and they won't answer me. This is place of business has done this to other individuals that I have spoken to. I would like this matter resolved.

  Enterprise Car Rental
  975 Airport Dr
  *********************, 93401

  Business Response

  Date: 11/03/2022

  Thank you for the opportunity to respond.  An Area Manager has refunded the money and left a voicemail to notify the customer. 

• Initial Complaint

  Date:11/01/2022

  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 via *****, on 10/7/22, at the **** ******** ***** ****** ******* ** ******.
  When I arrived, the rep asked me what type of vehicle I wanted. I said that ***** pays for $50/day, so I would like a compact vehicle. He offered me a small sedan, but after he checked it out, he said that it needed an oil change, so it couldn't be rented. He only had SUVs left, so he offered me a free upgrade to the 2019 Ford Edge. He said that I wouldn't have to pay out of pocket.
  I returned the car on 10/10/22 to the **** ***** ****** **** ********* ** ******. The rep said that I had to call the Richmond Terr location to close out. When I called them, I was told by the rep, ******, that my balance was $60.61. She asked for my permission to charge my credit card on file. I said that she didn't have my permission, and I will not pay that, because I was told by the rep on 10/7 that I would not be coming out of pocket. She put me on hold to speak to her manager. When she came back, she told me that I was all set, and we hung up.
  I then received two charges from Enterprise: $90.65 and $60.61. I called back, and spoke to a rep, ****. I said that I specifically told ****** that I didn't authorize her to charge my card for the $60.61; not only did she do it anyway, but she also charged me for $90.65, and I have no idea what that fee is for, since I was never informed about it.
  **** spoke to his manager. The $90.65 was a fee due to dropping off at a different location. The manager authorized him to refund me for it. I asked for the $60.61 to also be refunded. The manager said no, since rentals booked via car insurance companies are not eligible for free upgrades. I told him that the rep from 10/7 offered me the free upgrade; so if that was the company's policy, then he never should have offered it, so this is not my fault, and I shouldn't have to pay for the upgrade. But the manager still refused. We hung up.
  I called in a complaint to customer service on 10/11, and never heard back

  Business Response

  Date: 11/07/2022

  Thank you for the opportunity to respond.  Management called the customer and left a voicemail informing them that a refund will be processed for their out of pocket cost in an attempt to resolve the complaint.

  Customer Answer

  Date: 11/08/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: I never received any call/voicemail from Enterprise. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 11/11/2022

  Although the refund had already been processed, management has now had the chance to speak directly with the customer.