Complaints

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

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  Enterprise Rent-A-Car

  600 Corporate Park Dr Saint Louis, MO 63105-4204

• 

  Enterprise Rent-A-Car

  590 Lordship Blvd Stratford, CT 06615-7123

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  685 Washington St Hanover, MA 02339-2280

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  176 Race Point Rd Provincetown, MA 02657-1528

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  436 High St Ellsworth, ME 04605-2509

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

• Initial Complaint

  Date:10/06/2022

  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 had an auto accident, in which I rented a vehicle from Enterprise while my vehicle was being repaired from 5/3/2022 - 5/17/2022. I paid rental invoice in full in the amount of $996.01 (******** * ******). After invoice was paid, ********* *********, who repaired my vehicle, was kind enough to agree to pay for a portion of the rental invoice. ********* sent an additional check to Enterprise (PO Box 843829, Kansas City, MO 64184-3829) in the amount of $382.50. Verified with ********* the check was cashed on 6/27/2022. My insurance agent, ******* ******** sent several emails over the span of 2 months with all the pertinent information above to Enterprise (****** *****) to attempt to recover the $382.50, without any help or resolution whatsoever. ****** con'd to request the check number, although it was provided in writing to her at least 4 separate times. Today, on 10/6, ******* reached out to ****** once more for status, to which she replied she STILL had not rec'd the check info she requested. ******* then forwarded all emails sent that clearly indicated the info requested, at which point ****** did apologize and admit to receiving, which she apparently forwarded to her accounting department on 8/30/2022.

  Business Response

  Date: 10/11/2022

  Thank you for the opportunity to respond.  A refund for the stated amount has been processed to resolve this complaint.   

• Initial Complaint

  Date:10/06/2022

  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 through Enterprise recommended by my insurance (Allstate) on Sept 12 and dropped the rental off at Gerber Collision after I picked up my repaired vehicle on Sept 15. My debit card was billed $50 holding fee, to be refunded upon car return. As of today, Enterprise has not returned my $50 holding fee to my account. I've spoken to Enterprise, was informed my money would return to my account in ***** hrs, as of Oct. 6, to no avail. I want my $50!! MY MONEY

  Enterprise-Rent-a-Car
  13440 US Hwy 71
  GrandviewMO, 64030

  Business Response

  Date: 10/11/2022

  Thank you for the opportunity to response.  Management reached to the customer.  She will be contacting her bank, as our records indicate the $50.00 security deposit was released back to the card on 9/23/22.

  Customer Answer

  Date: 10/31/2022

  My complaint has been resolved with Enterprise Car Rental in *********, **. Thank you for your assistance.

• Initial Complaint

  Date:10/06/2022

  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.

  In December of 2021, we rented a vehicle, which smelled of weed. In July of 2022, we needed to rent a car (through insurance) due to a car accident. Our insurance pays for 30 days at $30 per day. Enterprise rented us a car, and assured us the rate would be adjusted to reflect that of $30 due to our awful experience in December. We returned the car on the date it was due (Day 30). Upon reviewing my credit card, I saw a charge of $589 from Enterprise. I (*********************) went to the *********** location to speak with ****, who assured me the adjusted rate. **** was no longer at that location, but in *******. I spoke to **** (at *******) and he assured me (again) this would be adjusted. It was not. I was referred to one Enterprise employee to another (******, ****, ******, and *****). Each individual passed the buck to another individual; none ever resolving my issue.My wife then filed a claim with our credit card. It was through our bank that we learned Enterprise charged a rental fee of $11 more than the $30 per day, and also charged us a late fee. The car was returned on time, and the keys were placed in the drop box as was directed to me. We were charged without authorization, notification, or explanation by Enterprise. My wife also reached out to corporate through ******** They promised her that I would be contacted. That was on September 26, 2022. We were never contacted. In addition, she sent an email to ***************************** on October 3rd, and received no response. She also emailed the regional director (*****************************) on September 30th requesting he call me. I received no phone, and she received no response to the email. I texted called ***** on October 3rd with no call back. I texted him on October 4th and 5th. The only response I was given was, "I'm on vacation until Monday."We have had no communication, or resolution with in person visits, emails, phone calls and text messages.

  enterprise rent-a-car
  2831 NJ-73
  Maple ShadeNJ, 08052

  Business Response

  Date: 10/20/2022

  Thank you for the opportunity to respond.  After reviewing the account, the customer pay amount was discussed and documented. This was after similar conversations on the referenced rental in December.  The Regional Rental Manager has made two attempts to contact the customer customer to discuss this situation without response.  

  Customer Answer

  Date: 10/20/2022

  Complaint: 18162546
  
  I am rejecting this response because:

   

  We tried to contact you many, many times. I have received emails from corporate and have responded to each one in writing. See below:

   

  The information is in my reply on October 11th.  Please see that email below under info
  
  Sent from my iPhone
  
  On Oct 14, 2022, at 9:35 AM, ******* <*****************************> wrote:
  
  
  
  Your request (*****) has been updated. To add additional comments, reply to this email.
  
  *************************;(Enterprise Business ******* Team)
  Oct 14, 2022, 8:35 AM CDT
  Dear **************,
   
  Thank you for choosing Enterprise Rent-a-Car for your car rental needs! My name is ******. I will be happy to help you today.
   
  I apologize that you have had this experience. I want to make sure that this issue is resolved correctly. For all home city rentals (rentals from a local non-airport store), it is required that we send?feedback?to the regional office to resolve any issues. These would include any complaints, billing issues, rental extensions, and more. By sending the feedback, the regional office will review the feedback and contact you as soon as possible.? I would just need your rental information as well as your best contact information to make sure it is submitted correctly. 
   
  Please let us know if we may be of further assistance. Have a wonderful day!
  Reference# ****
   
  Sincerely,
  ******
  Enterprise Rent-a-Car ******* Services
   
   
  
  
  
  Mprano
  Oct 11, 2022, 9:16 PM CDT
  I gave this information many times and no one within the company ever helped. From store employees, to managers and higher up. I have messages from corporate in my ******* account assuring a phone call and it never came.  We still received no response from *****************************. This is now being handled through the BBB. I have much anxiety and stress dealing from this ordeal.  
  
  
  Info:
  *********************
  ************
  ***********, **
  SLT63784
  July 2022
  
  Sent from my iPhone
  
  
  *************************;(Enterprise Business ******* Team)
  Oct 10, 2022, 3:47 PM CDT
  Dear ***************************,
   
  Thank you for contacting Enterprise Rent-a-Car ******* Services. My name is ******. I will be happy to assist you with your inquiry, but we will need a little more information. Please provide us with the following:
   
  1. Your rental agreement number
  2. The primary renter's full name and the date, city, and state where the rental was picked up
  3. Your telephone number.
  Once we receive this information, we can locate your rental information and assist you further.
   
  We look forward to your reply.
  Reference# ****
   
  Kind regards,
  ******
  Enterprise Rent-a-Car ******* Services
   
   
  
  
  
  Mprano
  Oct 3, 2022, 6:17 PM CDT
  To Whom it May *************** clear="none">
  Below you will find an email I wrote to the regional manager regarding a recent rental we experienced with the Enterprise in ***********, **. Prior to sending the email below, my husband tried to speak to employees in the store itself. As stated below, not one individual resolved the issue, but instead kept sending him to another person.
  
  
  I reached out to Enterprise through ******* on Monday, September 26th. They immediately responded to my tweet and assured me a phone call; specifically to my husband, *********************. It has been five business days and no call was received, which prompted me to reach out to the regional manager. He did not reply to the email I sent below, nor did he call as of October 3rd. 
  
  
  Please read the email below regarding my current situation. To say that the customer service has been lousy is an understatement. There has been a failure all around to speak to someone, who resolves the issue. This is absolutely unacceptable. 
  
  
  I look forward to your reply.
  
  
  ***************************
  
  
  -----Original Message-----
  From: **************
  To: ******************************************************;<****************************************************;
  Cc: ******************************************;<****************************************;
  Sent: Fri, Sep 30, 2022 1:16 pm
  Subject: FEES and Customer Service
  
  Hi **********************,
  
  
  I'm reaching out to you regarding a rental my husband had with your Maple Shade location in July. My husband returned the vehicle on the due date (Day 30). After reviewing my credit card statement, I was charged $589 from Enterprise. Insurance paid $900.  I learned from my bank that I was charged $41 and change each day for the rental, even though **** told ***** the rate would be adjusted due to a prior bad experience (car smelled of  weed). The rate was never adjusted. In addition, we were charged a late fee, although the car was not late. My husband can give you exact details.
  
  
  However, what I find most concerning are the following. 
  1. My credit card was charged without authorization, notification, or explanation.
  2. That each employee at Enterprise passed my husband onto another employee. They kept passing the buck without any resolution.
  3. The customer service is unprofessional. There has been no follow up.  
  
  
  Please reach out to *********************. He is copied on this email, and his number is ************ for further information regarding this lousy, and stressful situation. 
  
  
  Best,
  
  
  ***************************;
  
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/06/2022

  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 car and was told they could only rent the car on a weekly basis even thought I only needed it for 4.5 days. They told me they would reimburse me if I returned the car early, which I did. I picked up the car Thursday September 29th at 6:16 pm and returned it October 4 at 10:00 am. When I asked for the reimbursement as I was told they informed me their policy is that 5 days is a weekly rental so they charge 5 days and give you 2 days free. Which if that was true shouldn't you be able to go to their website and rent the same car for 5 or 7 days for the same price? Shocker you can't 7 days is more. Either they lied to me on the phone or they are lying to me now because they don't want to refund any of my money. They were able to have the car back in the fleet and rent it again on my "free" days. Either way they are engaging in deceptive trade practices. All I want is for them to do what they said they would. Rental Agreement #*********

  Business Response

  Date: 11/01/2022

  Thank you for the opportunity to respond. Management has left three voicemails for the customer, but they have not heard a response.  A refund was processed, and this was explained by voicemail to the customer. 

  Customer Answer

  Date: 11/01/2022

  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:10/06/2022

  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.

  Claim# ********
  

  I am frustrated and confused following an interaction with Enterprise regarding a damaged rental. I rented a vehicle from Enterprise on Dec 29 of 2021, confirmation number **********. During the rental, I was rear-ended. Specialist ************************************* from Enterprises Damage Recovery Unit handled the resulting Enterprise claim. Synopsis:- 2/11 I received a bill for $8,802.53 damages - $1302.53 waived = $7,500 due. I replied with insurance information for GEICO, the insurer accepting responsibility.- 7/29 after 5 months of no contact, I received a bill for $8,802.53 damages + $375 towing/storage - $1,302.5 waiver = $7,875.00 due.The email claimed I had been unreachable. This was false. I had promptly replied to the last communication. I replied with previous claim information for GEICO and USAA, my insurer. - 9/14 I received a bill for a $500 deductible. I replied requesting an itemized bill of repairs and claim payments.- 10/4 I received a bill for $1802.53 - $1,302.53 = $500 due. I paid the bill. My issues are:(1) communication was poor: sporadic, with unwarranted threats, minimal information, and seeming deafness to my replies and questions.(2) I still do not understand the amount due. It appears $7500 was paid by some insurance company (USAA, GEICO?) and then $500 was mysteriously added. My requests are: (1) I want the bill clarified. What did the damages total in the end? What did GIECO pay? What did USAA pay? Why did the amounts change? Was it actually necessary that I pay a deductible given that ***** accepted responsibility?(2) If my deductible was not necessary, I want it refunded.(3) I want the information I have supplied here be provided to ****************************** supervisor. (4) I want *********** supervisor contact me to let me know what action they will take to ensure that ********** will communicate more effectively and transparently in the future. I have attached transcripts of all emails and attachments.

  Business Response

  Date: 10/13/2022

  Thank you for the opportunity to respond.  Attached is a response from the management team in the area. 

  Customer Answer

  Date: 10/13/2022

  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. I appreciate the comprehensive nature of the reply. It makes it clear how the various claims proceeded and the outcome, justifying the $500 deductible and convincing me that indeed it would not have been possible for Geico to fully cover the damages. 

  I have not yet heard from the Recovery Supervisor as stated in the response from ******************. I am often in areas with poor cell phone service, though I should receive any voicemail that is left at my number, ************, and emails to ******************** should reach me. I do hope that the supervisor will reach out to me so that we can discuss how the handling of this claim could have been better and avoided the initiation of a BBB complaint.

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

• Initial Complaint

  Date:10/05/2022

  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.

  We rented a car from August 14 to August 19th, two people on the official registration. Returned the car at the ********************, as scheduled. Left the key in the box where they indicate when there is no attendant. Two days later I got a call stating that there was damage to the car. The car was intact when we returned it and have no way to dispute it because we're out of state. I have since gotten emails and calls to which I have responded, explaining that the car worked perfectly during the time we had it.I just received another email and letter with a bill for $312.52 for the alleged damage. There are 4 enclosed photos which show absolutely nothing to prove their point. I asked who is responsible for evaluating the alleged damage, and for giving an estimate, and it is the same company. The customer service personal have been so rude over the phone, when I do get through to a person and the whole deal seems like a scam. I would like this reviewed by an independent party and would like the bill canceled, in writing. Thanks.

  Business Response

  Date: 10/28/2022

  Thank you for the opportunity to respond.  **************** has left three voicemails but has not heard back.  They did attempt to let the customer know that they will not be holding them accountable.  

  Customer Answer

  Date: 10/30/2022

  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. I spoke to ***** on Thursday and he assured me that I would receive a refund for the claim.  I have yet to see it but accept his assurance that he will process it and review their company protocol for this type of situation.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/05/2022

  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.

  We rented a vehicle from Enterprise from August 18 and we returned the car September 17. We were required to place a $400 deposit on the vehicle. We were told by the staff at the St. Louis Airport location that our refund was fully refundable when we returned the vehicle. Each time we extended the lease we paid the amount the agent said was due. AT NO POINT did any agent inform us that we forfeit our deposit when we extend the rental, nor did they say a portion of our deposit would go towards extending the rental. Each time we renewed we paid between $300-600 dollars. The day we returned the vehicle after it was check by staff the guy said "you are good to go. Your deposit will be refunded within 2 business days." We then proceeded to go into the store and verified that we would receive our deposit back. A different young man said "yes ma'am, within two-three business days" I waited almost a week and contacted enterprise for them to tell us that our deposit was not refundable because we used it on the extensions of the rental. I told them several times we paid for the extensions each time so how is that possible. No one will give me an answer about why my deposit disappeared. No one can explain how one week rental was over $800 (first week) the next week was over $900(second week) (if they are truthful and this is where my deposit went) if we were renting the same amount of time. I was told a general manager would call me over 10 days ago and none have,

  Business Response

  Date: 11/07/2022

  Thank you for the opportunity to respond.  Here is the response from local management regarding the complaint:

  "I have been in consistent contact with *** ****** and she has my contact information.  Each time I have spoke with her, she has advised she needed to contact her bank in order to have them send me information regarding the hanging authorization on her credit card, but I have yet to receive any further information.  I have an open line of communication with her moving forward and will correct any issue with her bank once further information is provided."

• Initial Complaint

  Date:10/05/2022

  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 2020 Chrysler mini-van with Enterprise Chula Vista from March 2-4, purchasing the ***************** I was supposed to get a sedan that I was more comfortable driving, but when I got there at my appointed time thats all they had. I paid $309.16 and went to *************** with what the insurance I thought was supposed to cover me. My vehicle gets towed in *******. I report this immediately to the branch manager ******* who sold it to me, and he says I should be able to get it back and even sends me the title days later - evidence he believes I should have. I still have to contact them everyday and they have no sense of urgency to help/tell me what to do, while I spend 4 extra days in ****** going from police station, judge office, *********, tow lot, and US Consulate. Finally, the US Consulate and Mexico authorities say only an Enterprise representative who owns the vehicle can retrieve it, as a rentee I cannot. ******* tells me this later after days of telling me I should, complete incompetence and lack of protocol on their part.Mexico authorities also tell me the **************** I was sold has no actual legal weight in ****** in the first place. I couldnt even reach someone who spoke English on the call line and they werent able to cover for anything. I return home and they retrieve the vehicle themselves. I pay $767.49 for the extra days and ******* and the branch tells me verbally all payment is settled. Almost double what I expected. Months later I get an invoice that I owe another $2075.73 for the towing and storage of the vehicle. It was a working vehicle with zero damage (I have video proof at the tow lot) that an Enterprise representative had to retrieve and bring back from ******* to ***********, 12 miles. *** whatever reason, they made the business decision to tow a working damage-free vehicle, then store it at a third-party for numerous days, and now they expect me to pay for that. The business has yet to try to solve the problem

  1059 Broadway
  Chula VistaCO, 91911
  ***************

  Business Response

  Date: 10/13/2022

  Thank you for the opportunity to respond.  Management spoke with the customer, and they are going to waive $755 from the bill of $2075.73 in order to resolve the issue for customer service due to the miscommunication with the branch resulting in the customer having to spend an extra four days in ******. The customer was understanding about being responsible for the Tow and impound fees that he incurred while the vehicle was impounded in ****** due to the citation he got for a traffic violation. In total we will be pursuing for $1320.73, and they have let the customer and the damage recovery unit know about the resolution.

  Customer Answer

  Date: 10/24/2022

  Hi there,

  
  My complaint has been closed under Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.

  
  The reason I have not responded to my complaint being resolved, is because their solution is in limbo. Enterprise has said they are taking off ~$700 off and, while I dont totally agree with this charge, have agreed to pay the remaining ~$1300 to have this off my shoulders.

  
  Im ready to pay right now, I want to pay, and ever since agreeing to pay I have not had any responses from ****** (Enterprise representative) or way to pay this amount. 

  
  Please see below. Ive been calling and texting him how, when, and where I can pay - and there hasnt been any responses. So Im waiting. Its almost as if they said they are going to take $700 off to resolve this, and then decided to go no contact again while this matter is considered closed. Im literally calling them and reaching out to pay already and close this. The payment portal is still the original $2000 amount. Theyve again gone cold.

• Initial Complaint

  Date:10/05/2022

  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.

  The company I work for rented me a car from this location for a year and a half, ending in June of 2022. Enterprise was never able to get XM satellite radio connected or if they did for a day, it would disconnect and they could never get it reconnected, so I never had it through the entire year and a half. The company I work for however was charged monthly, and they paid because they didnt know it wasnt connected. That branch (Enterprise) even had me *********** for that reason but I still did not receive XM radio. I phoned, walked in in person, did everything I could asking why anyone could never get it connected. After returning the car, I PERSONALLY got a bill for satellite radio. I talked to *********************** 3-4 times since June of 2022 and he personally said he would take care of it. It has now been turned over to a collection agency. I also reached out through a national customer service email and through instagram trying to resolve this.

  Rental# **CJ7J
  

  Customer Answer

  Date: 10/05/2022

  The rental was under my name, *****************************

   

  Billing went through ************ which managed the fleet of company cars provided by my employer at that time 

  Business Response

  Date: 10/11/2022

  Thank you for the opportunity to respond.  Management has removed this charge and credited the customer's account.  They left a voicemail for the customer as well as an email to notify them.  

  Customer Answer

  Date: 10/11/2022

  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.
  
  *****************************************************

• Initial Complaint

  Date:10/05/2022

  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.

  On October 5 , 2023 after 2 days of waiting for a rental car vehicle approved by my insurance company, finally was told by the local agent of Enterprise- Orlando ******* *** that a vehicle was available. After a quick verification of the reservation details , I informed the agent that he was not acting correctly by telling me that Enterprise does not honor online reservations and they do not have a vehicle covered under my insurance policy rate , only more expensive ones. I told him that specially here in Orlando a very touristic City, clients book online their vehicles and show up at the rental car office only for a pick up. ***** ( name of the agent) got very aggressive with me due to me challenging his statement. Then he informed me that Enterprise has the right to refuse services to its clients even if a reservation is confirmed (my case). I told ***** that I would like to speak with a manager to clarify the situation , he agreed but not before calling me an “a hold” . When I informed the local manager about my issue with the agent she told me that he was correct about been able to refuse the services to a client, and did not said a word about the rudeness of the agent. Clearly this local branch of Enterprise tried to took advantage of my bad situation due to hurricane Ian and want it me to just pick a more expensive vehicle than the one covered by my insurance. I did ask for a full name of the agent ******* but surprisingly none of the Enterprise staff member knew his last name . Also asked for an Enterprise phone number where to call and complaint about this matter and no one knew the number neither .

  Customer Answer

  Date: 10/05/2022

  1. Looking for an official clarification from the company management about online reservations not been honor by local branches. If this is a true company policy why customers are mislead by Enterprise on their marketing  strategies by stating that online reservations are the best way to rent a car , specially after the COVID 19 pandemic.

   

  2. Due to Enterprise employees discriminating my reservation just because it was for a compact vehicle and done by the insurance company ( obviously the insurance company pays them a lower rate) , I believe a call from a representative is necessary in order for them to be aware of how their local branch representatives are mistreating customers , probably they have no idea about this very unprofessional behavior not only by the agent but also by the local manager. As a US Army combat veteran this is the first time I witnessed a business manager not taking any action after a client complains about the lack of customer service and nasty language of their employees.

  Business Response

  Date: 10/19/2022

  Thank you for the opportunity to respond.  Management reached to the customer to discuss their frustration regarding the situation.  An apology was offered and assurances that we would address our end.