Complaints

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

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  Enterprise Rent-A-Car

  600 Corporate Park Dr Saint Louis, MO 63105-4204

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  299 Milk St Fl 7 Boston, MA 02110

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  102 Belvidere St Boston, MA 02199

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  288 Washington St Boston, MA 02135-3503

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  26 New St Cambridge, MA 02138-1219

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

• Initial Complaint

  Date:10/04/2022

  Type:Delivery 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 got into a call last night and noticed it had a low tire pressure alert, so instead I chose another car from the aisle. However, I forgot to get my suitcase out of the trunk. I got to my hotel 45 min away and called the customer service line. They told me they tried calling the location directly several times and that no one answered the phone.When I got there 45 min later a little after 1am, FOUR employees were standing at the counter doing absolutely nothing. No idea why they couldn't be bothered to answer the phone. By the time I got back, the car my suitcase in was already taken by someone else.I was told to email/call ************************* at that location. I have left her two voicemails and have sent her two emails and did not receive a single response. I also called customer service again around 11am today and was told they submitted a request to the location and that I would get a call back shortly. It's now after 5pm and no one has called.Called back to customer service again and was told they escalated the ticket. However I was told no time frame could be given because it "depends on how busy the manager is". I literally have no clothes, I don't have basic toiletries such as a tooth brush, etc. I am at a loss for why it seems they are refusing to contact me back, or at the very minimum at least call to tell me they are looking into it. This needs to be resolved. I fly back home Thursday morning (it is now Tuesday night) and am worried I won't have my suitcase back.I understand this is originally my fault, however if they had bothered to answer the phone when customer service first tried calling them around 12:30am 10/4, it is very possible they would not have rented the car out by the time I got back to the facility. And the fact that no one is making an effort to help me is beyond infuriating. I need this resolved, and fast, because this is absolutely ridiculous. Attached are the emails I sent to *****. My reservation number is 1441853419AISLE.

  Business Response

  Date: 10/11/2022

  Thank you for the opportunity to respond. The customer's belongings have been found, and they have been shipped to the customer.  The customer was made aware.  

  Customer Answer

  Date: 10/12/2022

  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:10/04/2022

  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.

  My complaint is with Enterprise in Westerly Rhode Island. My rental agreement number is ******. This happened on the Friday before labor day weekend of 2022.
  
  I rented a 2021 Chevy Blazer from them and I wanted something else. I used their text line to communicate to them. I asked what cars were available for me to switch out the Blazer with. They responded, I have a 2021 Dodge Truck, full size for you. I said ok. This was at 9:30am. I said that I would be there in a couple of hours. So when I was 5 minutes away I got a text telling me that the truck was no longer available because the girl handling texts (********) thought that she had been texting someone else all morning. We had exchanged several texted like ETA and so fourth so she had multiple chances to understand who she was talking to. I get there and the truck I was promised was out front. ******** said I couldn't have it because another customer needed it and I just wasn't important enough. She offered a Chevy Malibu to me and I said I needed to step outside for a 2 minute phone call to see if that was going to be ok with my girlfriend. I got the ok and when I went back in she had given the Malibu away to another customer that was behind me. So she had dangled 2 vehicles in front of me and taken them away at the last minute. Then she said she asked me if I still wanted to switch out into another vehicle. She took my keys to the Blazer and proceeded to then cancel my contract with Enterprise and give the Blazer away to another customer that was behind me. This left me stranded there in Westerly. I had paid 300$ on Tuesday for a week with the Blazer. She was refunding me only 400$ with the $300 deposit. That's $100 a day for that car. I should have gotten $600 back. Then she called the police and had me trespassed. She ruined my weekend and left me stranded in Westerly for no reason. I did not insult her swear or put her down. She was rude and unprofessional. I put in a complaint but nobody called me back

  Customer Answer

  Date: 10/10/2022

  I recently filed a complaint against Enterprise Holdings and requested a refund of $200 that they owe me. I was contacted by a district manager and told him my side of things. He said that the woman I dealt with at Enterprise said that I called her a "****** *****" as I was leaving Enterprise and she had to call police. I denied I did that because I didn't do it. I used to work in customer service and I know what can and can't be said. I told him that she was lying and he didn't believe me. He's friends with ******** and doesn't think that she would terminate my contract and take the car I was in for no reason. He said he would call me back the next day. He didn't, and I called him the next day to tell him that I have proof that I didn't say that or anything rude or unprofessional to ******** and that she was lying. I told him that if she said that I called her that name as I was leaving. Then what was the reason for terminating my contract to begin with? He responded with "oh you must have done something". Only problem is that ******** never mentioned what I did to make her strand me in Westerly in the first place. She told him her story twice and inexplicably left that part out. She left it out because I didn't do anything to have her treat me like that. That's my whole point. I didn't do anything wrong. He said that he wasn't including that in his report he already turned into his bosses. So now that I filled a complaint with the BBB ******** and this district manager are gaslighting me. Even tho they can't tell me what I did to deserve such terrible treatment. Saying that I was the problem and not them. I also told him that on her initial report that ******** turned in the day it happened. She didn't include me calling her names or a reason for her terminating my contract. I had proof she was lying and he just responded with "you must have done something". That angered me even more and is why I'm filling a new complaint.

  Business Response

  Date: 10/12/2022

  According to two employees
  present at the rental branch on August 16th ****** ***** came
  into the office to rent a standard sized SUV. Thomas was "screaming in
  their faces" because they did not have the exact make/model of the SUV he
  was looking for. **** then lowered the daily and weekly rate from $82.61 to $45
  and $413.06 to $225 (almost 50% off) for customer service reasons because
  he was so distraught.   
   On
  September 2nd ****** ***** was inquiring about switching out of
  a Chevy Blazer (a standard SUV which is was he booked for) into something else.
  The employee also had another customer who they were also speaking with
  regarding a switch out at the same time. They confused ****** with another
  renter and told him they could switch him into a pick-up truck we had. As soon
  as we realized we had told the wrong customer to come in for the truck--- which
  we had saved for an insurance customer who was in a P/U truck recall who needed
  another truck specifically--- we immediately called Thomas to apologies and
  told him about our mistake. He then responded with "I am already 30
  minutes away I am coming in for the truck and YOU are giving me the truck you
  promised me." We again apologized extremely sincerely and explained our
  mistake once more, but he still insisted, "I
  am coming in for the truck now." 
   Once ****** came to
  the office an hour later (not 30minutes) he demanded for the truck. We reminded
  him of our conversation, and he immediately started to raise his voice. He
  started with, "I told you I am coming in for that truck now give me MY
  truck." We politely asked ****** to lower his raise and to not speak to us
  in that manner. Things quickly began to escalate. He was still raising his
  voice and began to walk all around the office demanding the truck. We then
  asked him what was wrong with the vehicle he was in and what was his reasoning
  for switching out. He did not have a reason to
  switch, he just did not want the vehicle he had. We then
  went and checked out the Blazer and
  came back into the office and told him the vehicle reeked of marijuana and that
  his vehicle was far from being rentable again, We would need to get it
  professionally detailed. He denied smoking in the vehicle even though there was
  marijuana in the cup holders. 
  The entire time we had been
  trying to calm ****** down and deescalate the situation. We then even still
  offered him to switch into a Malibu even though his vehicle that he had did not
  have any issues.  He said "no I want my
  truck" this goes back and forth for nearly 5 minutes, and he walks out and
  answers his phone. In the meantime, another customer comes into the office, and
  we offer him the Malibu (our only rentable
  option). This customer starts the rental process with ****** and is taking the Malibu.
  ****** then re-enters the branch and says, "**** it give
  me the Malibu." We told him
  we had offered the Malibu to the next customer because he had refused it
  several times.   He said, "how the **** do you
  rent it when I said I wanted it."  At this
  point we are now just going back and forth as we tell him he never said he
  wanted the Malibu he only wanted the truck. He stares at us for about
  10-15 seconds making us extremely uncomfortable and
  says, "wow you are a ***** huh, what's
  your problem you enjoy playing games don't you."  We
  advised him at this point that we were not going to allow him to continue to
  behave this way in the office and that we were going to choose to not do
  business any further.
   In the midst of this, another
  customer who was in the office renting showed ****** a
  message on his phone which read, "I am very uncomfortable by this man I
  will be waiting next door in the coffee shop if you can get me once he
  leaves."
  ****** refused to
  leave and keeps saying, "what are you doing just give me my keys man" over and over again. I
  did not say anything other than "you need to leave you are making me
  extremely uncomfortable please or we are calling the police." We started
  to call the police and he storms out the front door and says "******* idiot" towards us and kept screaming very loudly as he
  went out through the parking lot. 
   Police arrived on the
  scene and immediately knew who he was. A police report was filed and the
  officer restrained ****** from the premise of the
  branch. They called and notified ****** he was to not return. Police asked to
  inspect his rental and found a burner phone in the vehicle. 
  On 10/10/2022 I contacted
  the police department who responded and corroborated the employee’s story.
  ********* ** Police can be
  contacted at ************
  If there are any further
  questions, please contact me at 860-903-1512
  **** *******

• Initial Complaint

  Date:10/03/2022

  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 was in a car accident and needed a vehicle, went to this address on file spoke with a person by the name of ******* and told him the amount of a car I was willing to spend. Looking at the sales price I knew it was within my budget. Wanted to use my insurance reimbursement for my car being totaled to purchase the car. Was told that I couldn't put that amount of money down and that refinancing it will make my credit good. The accident was August 30th I went to purchase this car on August 31st so I was still a little shooke up. Seeing the vehicle price that fit my budget the process went on. When I was physically able I looked at the contract and seeing that the price on the retail installment was not the price that was on the sticker on the car. The price was ********* I wrote it down on the paper that I had with me. A payoff amount from GEICO for my total car was *********. I wanted to put the whole amount down because I didn't want to have a car note. In the statement above where I said I was told that I needed to finance some of the price to make my credit good. Being traumatized from the truck running me over I didn't have the mental ability to reiterate what I wanted use as my payment without any monthly notes.When I got home and was able to look at the rental installment I see that the price of the car was different from the price that I wrote down off of the sticker breakdown on the car. I called the company to get some clarifications on the discrepancy of the numbers and that has led me to contacting you all the better Business bureau.Another thing these agreements don't have any signature on them they will not give me the original paper that was on the car to do the breakdown of what was included with the car and with me recovering from the truck accident and now having to have to take out a loan for over ***** more than what the sticker price was, not having signed documents in front of me and when I reach out to Enterprise they are very unprofessiona

  Enterprise car sales -3075
  2757 *********** 95742
  ************************
  ************

  Business Response

  Date: 10/18/2022

  To whom it may concern:
  ********************* purchased a 2020 ********** Eclipse Cross from Enterprise Car Sales in ********************* on 8/31/2022.  The dealership assisted ************** in selecting a vehicle and ************** chose the Eclipse Cross and to apply only a portion of her insurance settlement to the purchase.  As is our process at Enterprise, the dealership reviewed the car sales paperwork in detail, which includes the price of the vehicle and amount financed, with ************** prior to execution.  ************** and the dealership, as applicable, signed each document and copies of the executed documents were provided to her.  Approximately 5 weeks later, ************** called the dealership concerned that the price of the vehicle had changed based upon a note she had written down on a scratch piece of paper. The Sales Consultant looked up her file to address her concerns and then directed her to the management team. It was explained to her that the price of the vehicle had not changed as the price online was the same as the price on the window sticker the day she purchased.  We invited ************** in to the dealership to review the file with her, further explain the contract she signed on 8/31/2022, and to answer any additional concerns or questions she may have.  ************** never came into the dealership to review the file.  Upon receipt of this complaint, we left ************** a voicemail message and she hasnt called back yet.  We will be more than happy to further explain these details to ************** when she calls back as well as to provide her with another set of copies of the paperwork.  Please reach out if you have any other questions or concerns. 

• Initial Complaint

  Date:10/03/2022

  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.

  hello, my name is ****** **** ******** I am filing this complaint because i rented a rental car from enterprise and someone hit the car while it was parked in my driveway. I had a 500-dollar deductible in which i explain to ****** ******** who was handling the account at the time. for enterprise rent a car that i could start paying payments of 100 starting oct 1 2022. when I start making arrangements to pay now enterprise won't allow me to make payments. ENTERPRISE also stated that they would place this amount on my credit report. I don't want this on my credit report, and I want to start renting cars again. I was promised one thing in writing and now enterprise is going back on their word

  Business Response

  Date: 10/18/2022

  October 7, 2022
  
  Better Business Bureau
  Complaint ************** ********
  **** **** * ********
  
  To whom it may concern,
  
  Please accept this correspondence as our response to the complaint filed by **** ******** with your office. We have reviewed the concerns raised by Mr. ********. Mr. ******** rented a 2020 Chevy Malibu from Enterprise Leasing Company of Orlando, LLC dba ********** ********** ** *** ** ******* ***** ******* ** ******
  
  At the time of rental, a vehicle inspection was completed in the presence of Mr. ******** and it was determined to be rented without the damage. This was confirmed by the renter initialing the rental contract on an electronic tablet acknowledging the vehicle condition. The vehicle was returned with damage. Per the rental contract executed by Mr. ********, he is responsible for all undocumented vehicle damage which occurs during his rental
  
  Upon return, the 2020 Chevy Malibu was inspected by an Enterprise employee and new damage to the right fender and right front door was discovered. The damage documented in this claim was not previously documented at the time of Mr. ********’s rental and therefore, a change in vehicle condition report was initiated.
  
  A claim was established with Mr. ********’s insurance carrier, ***** Insurance. ***** issued payment to Enterprise’s Damage Recovery Unit for damages less Mr. ********’s $500 collision deductible. Mr. ******** communicated in his complaint that he was not provided sufficient opportunity to pay the deductible balance he owes for this claim in payment installments and was concerned his credit score would be impacted.
  
  In response to Mr. ********’s complaint, the Recovery Manager for the Damage Recovery Unit contacted Mr. ******** to discuss his concerns. Enterprise has agreed to establish a payment arrangement of $100 a month for five months to satisfy the $500 balance. Mr. ********’s file has been removed from collection company handling and no credit reporting agencies have been notified of this balance. Mr. ******** accepts this resolution and is aware he will remain active in Enterprise’s renter warning system until this balance is paid.
  
  We respectfully believe that a thorough investigation into this matter was performed.  We believe the amount sought by Enterprise from Mr. ******** is reasonable, appropriate and in accordance with his obligations under the terms of the rental agreement.
  
  Thank you for your consideration in this matter.  Please contact the undersigned should you have any additional questions.
  
  
  
  Sincerely,
  
  ****** ******
  **** *******
  ********** ******* ******* ** ******** ***
  
  
  

  Customer Answer

  Date: 11/07/2022

  HELLO, MY NAME IS **** ******** AND FOR OVER A MONTH I HAVE BEEN TRYING TO REACH SOMEONE IN ENTERPRIZE CAR RENTAL TO FIND OUT WHERE TO SEND MY 100 DOLLAR DEDUCTABLE. i AM TRYING TO GET IN TOUCH WITH ****** ****** IN RISK MANAGEMENT WITH OUT ANY SUCCESS.CAN SOMEONE PLEASE TELL ME WHERE TO SEND MY MONEY EACH MONTH.

  Business Response

  Date: 12/16/2022

  A member of management confirms that they have responded to the customer, and information has been provided on what he needs to do to pay. 

• Initial Complaint

  Date:10/03/2022

  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.

  On 8/25/22 I reserved a larger passenger vehicle ****** Suburban or Similar). Confirmation number **********. This was to be reserved for 9/10/22. Pickup time was 10am. I called the ******** location the week prior and the male employee who answered told me he confirmed the reservation and that I would get a ***** Suburban or **** Expedition XL. On 9/10/22 I went to the ******** location at 9:30am to pickup my reserved vehicle. At that time the 2 employees working after both checking the internal system told me my reservation was cancelled. I didn't received a notification or an attempt to fix the situation. I had an important trip scheduled with passengers for this day and Enterprise completely failed me by cancelling my reservation without giving me any notice. I confirmed my phone number with them and they had it correct yet never called me. I've asked for a call back now twice from a manager both locally and through Enterprise Corporate and have yet to hear anything since 9/10/22.

  Business Response

  Date: 10/05/2022

  To Whom It May ************************************************************************ an Area Manager for Enterprise Rent-A-Car, contacted ************** on October 4th to address the concerns he raised. ****************** apologized about the lack of communication regarding vehicle availability.  In the spirit of customer service, ****************** offered to provide a discount for a future rental for **************.

  We look forward to doing business with ************** and we hope to exceed his expectations with our customer service.

  If there are any questions or concerns regarding this matter, ****************** can be contacted directly at ************** or via email at ******************************* 

   

  Thank you.

• Initial Complaint

  Date:10/03/2022

  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.

  After an accident, Progressive paid for my rental for a week before I had to pay out of pocket. However, my agent told me they had an agreement with Enterprise that I would get a discount. After reviewing my credit card statement, I saw that Enterprise actually charged me the full amount. They also charged me for gas even though I had filled up right before I dropped off the car. My insurance agent has called several times, I have contacted corporate, and I have gone to the store. We keep getting the runaround.Now Enterprise is saying that I cant be reimbursed because the rental agreement has ended. They entered into the agreement with Progressive, and they should have known the correct amount to charge me. They DO know, they just refuse to own up to their mistake. They owe me money.My insurance agents response to the attached email:There was a rental reservation. They just added a new reservation when you came into the office. This is the rental reservation number. RESERVATION NUMBER: YF0X0L (4259)************** ENTERPRISE RENT-A-CAR. They are aware of the mistake.

  Business Response

  Date: 10/12/2022

  Thank you for the opportunity to respond.  A refund has been processed for the customer in an attempt to resolve this complaint.

• Initial Complaint

  Date:10/02/2022

  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.

  My deposit of $50 was never returned to me for a rental on 9/17/2022. RO# ******** *************. I buy many vehicles from ********************************* and have never had a bad experience until the day I have met with a brand new employee of yours that obviously is a little over zealous. My rental was due to one of my vehicles being serviced and service was completed early and rental returned same day 4 hours later. I literally drove from the dealership to my house and back to dealership. Total mileage **** miles, I also put in $20 dollars worth of gas which equates to **** gallons of gas for that "30" mile trip. Upon return that same day I dropped the keys at the desk and your Agent tracked me down in the dealership as I was with my longtime salesman and proceeded to claim I put a scratch on the door! I NEVER DID! When inspecting the vehicle that morning before leaving the dealership the vehicle was freshly washed and had water droplets all over it. I did not see this small minute scratch on the bottom of I think was the drivers door and was accused of causing it. Needless to say if this is why my deposit was not returned from me I WILL NEVER GIVE NOR SEND BUSINESS TO ENTERPRISE RENTAL AGAIN! I made it well known at the dealership of my displeasure with this new employee and his accusations to both my Salesman and my Service Advisors. I take good care of ALL of my vehicles, never had an accident and am completely insulted by YOUR representative. If this is what to expect from Enterprise I will never be back and that is a promise. I would like for my deposit back, an explanation of why it was kept, an apology for the accusation of causing a "scratch" by a 1st day on the job employee and would like said employee reprimanded.

  Business Response

  Date: 10/12/2022

  Thank you for the opportunity to respond.  Management has reviewed this situation. The vehicle in question is a ********** Loaner rental and not an Enterprise rental.  They can only see the customer in that **** Loaner from 8/6-8/10, and any deposit was refunded on 8/10/22.  Additionally, no damage was documented on the return of this vehicle. As far as the location can tell, the actual stated unit number provided was never rented to the customer. 

  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 do have an issue with your findings though but I will dispute that with **********. I still have the contract.

   

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

• Initial Complaint

  Date:10/01/2022

  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.

  My car was totaled I was given a rental car by the insurance.
  I have been working with the insurance as well as the car rental to let them know about the payment details.on Wednesday the 28th I called the enterprise car rental in Owatonna Minnesota and explain to them I will have details from the insurance company on Monday the 3rd the person I spoke with originally was not there her name was *****.
  The person I spoke with said no problem he said he would put it off until Tuesday so I had a chance to deal with the insurance company.
  On Friday the 30th $110 was taken from my account I did not authorize this they never told me they were taking money I would’ve told them to come get the car.
  Working with the insurance company has been difficult I thought at first the car rental place was nice they were dealing with the insurance I was even going to purchase a car from them
  I had just gotten approved for a $17,000 loan.
  The fact that I had just spoken with their representative and he told me everything would be fine and then have them take money out of my account without notice is totally unprofessional this caused my account to be overdrawn I want my money back and my overdraft fees I have already reported this to my bank and got it started but I also want this noted to the Better Business Bureau to help with my resolution.
  
  I will never again use their services I am shocked by the unprofessional behavior.
  
  
  I feel they should’ve communicated with me and told me what they were doing instead of doing it behind my back.
  
  I spoke with ***** when I saw the money had gone out of my account she did not care and would not help me.
  She should have called me and explain to me what was going on I stayed in regular contact with her.

  Business Response

  Date: 10/04/2022

  Thank you for the opportunity to respond.  Ms. ********* had been in rental since 8/5/22.  The customer dropped the vehicle overnight on 10/3/22.  The last day from ******** ****** was set for 9/15/22.  Ms. ********* has The General Insurance and stated that her insurance would be paying for the additional days (since 9/15). Our Branch Manager reached out to The General, and they said that there was no claim in the system for this customer and that they would not be paying for any days of this rental. Our Branch Manager then confirmed with ******** ****** that they were not going to extend the rental and we then let Ms. ********* know (9/14) there was a balance due needing to be updated if the customer wanted to stay in the rental. We then spoke to Ms. ********* on 9/27 and 9/28 indicating there was a balance due that needed to be paid in order to stay in the vehicle.  We charged Ms. *********’s credit card on 9/30 for $92.47.  There still remains a balance due from Ms. ********* of $371.45. 

  Customer Answer

  Date: 10/05/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  What they are saying is not true they do not even have the claim number from the General I told them I would get it for them you can not just call the general with out a claim number. 
  

  Anyone could just call in if that was the case.

  As far as ******** ****** I just accepted the offer today so everything she is saying is wrong. 
  I did not even get the chance to check with the insurance because she charged me. 
  

   

  I was in regular contact with ***** she could have told me she was going to charge my card she never told me.

  That is what I’m upset about they never even gave me a chance to check with the insurance they just charged me did not tell me and they talk to me all the time. 
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:09/30/2022

  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 from Enterprise. After my rental, I received a letter stating I caused damage to the vehicle with a bill enclosed for $1308.03. Per conversations with the damage recovery representative, I was eventually provided with pictures and an itemization from the body repair shop. However, I still have not received other documentation I have requested as I did not cause the damage and I am requesting proof. The company keeps telling me they are sending me to collections unless I pay or submit to my insurance company. I am not willing to pay out of pocket for the damage I did not cause and it is less than my insurance deductible, so it doesn't make sense to file a claim. I feel I have the right to receive documentation I have requested as the consumer in order to process their claim myself. The materials I have requested are:1.The walk around/inspection documentation prior to my rental period with the redaction of the previous renters private information.2.EDR information for my rental period in addition to the pre and post 5 days of my rental period.3.Vehicle utilization log for the vehicle that was provided to me at the time of rental to include Enterprise employees that used the vehicle with names redacted for privacy 4.Explanation and/or itemization of the fee on page 4of6 of the billing statement titled other additional cost in the amount of $70.00 Rental date 5/1 , Return Date 5/4, Letter dated 5/6 which includes total amount of damage repaired. I futher want evidence that the repairs were fully made within 2 days in order to charge me for a full body shop repair bill as that likely could be a quote and the repairs cost less.

  Enterprise Rental Car
  801770 PO Box
  ********************
  ************

  Business Response

  Date: 10/17/2022

  Re:  ***************************

  Your Case No. 18150676

  Alamo Rent A Car Claim Number:  18376903

         

  To Whom It May ********

   

  We are in receipt of a complaint submitted by **************** where she disputes responsibility for the above noted claim. This office handles damage claims for Enterprise Rent A Car. We appreciate having an opportunity to investigate the matter.

   

  **************** rented a 2018 ****** Rogue on May 1, 2022, from PENRAC, LLC d/b/a Enterprise Rent A Car located at the ******** Airport. **************** returned the rental vehicle to the same location on May 4, 2022. When the vehicle was returned, damage to the passenger quarter panel was noted; a claim was created.

   

  On May 10, 2022, our office received email from **************** disputing the claim. The vehicle history was checked, and no previous damage was found. On June 16, 2022, **************** asked for walkaround documentation from her rental and the rental prior. On July 1, 2022, our office provided a copy of ****************** signed rental agreement which indicated no damage, but advised due to privacy laws, copies of previous rental agreements could not be sent. On July 11, 2022, **************** asked for rental records for this vehicle and EDR content from her rental period. Our office again advised this documentation is not available but did offer to waive the fees on the claim ($563.23).

   

  At the time the renter took possession of the 2018 ****** Rogue, **************** accepted the terms and conditions of the rental agreement which indicated she was accepting the 2018 ****** Rogue in good physical and mechanical condition and would return the vehicle in same condition as received, ordinary wear and tear excepted. The vehicle was returned with damage. Per the rental contract executed by ****************, she is responsible for all undocumented vehicle damage which occurs during her rental period. At this time, our office will continue to pursue **************** for damage to the rental vehicle through a third-party collection agency.

   

  Should you require any additional information, please do not hesitate to contact our office.   

   

  Sincerely,

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

  Risk Specialist

  Customer Answer

  Date: 10/17/2022

  Complaint: 18150676
  
  I am rejecting this response because:

  
  

  The documents that are being withheld can be redacted to remove private & confidential information, which I completely understand and have mentioned to the claims agent multiple times.  *********** refuses to provide the evidence that I actually damaged the vehicle.  Furthermore, the agent at the airport did not instruct me to complete an inspection.  With a long standing relationship (prior to COVID) with Enterprise, the rental agent has always conducted a walk-around inspection with me.  I assumed with only one person working the desk and being post-COVID that procedures have changed as no instruction was provided.  It is in my gut feeling that Enterprise did not follow its own internal procedures, damage took place either before or after my rental and I am being charged for the damage because of my simple assumption to trust the company.  Enterprise is using a contract clause that was signed online and in fine print to charge me for something that cannot be proven happened in my possession.  In the response to BBB, Enterprise claims I "accepted the terms and conditions of the rental agreement" which indicated I was "accepting the 2018 ****** Rogue in good physical and mechanical condition" and of course "would return the vehicle in the same condition as received".  There is no documentation that shows my signature to any of this statement -- other than my online signature when I initiated a car rental.  

  
  Furthermore, Enterprise has not responded to my questions regarding the body shop invoice.  The car was returned on 5/4 at 2:05PM Eastern and the billing statement from the body shop shows it was created on 5/6.  I expect the documentation provided is a quote and not an actual invoice.  In addition, there is a charge for $70 that is simply quoted as "additional cost" and should be documented clearly.

  
  

  I understand that Enterprise is used to dealing with insurance companies that simply process these requests as such a minor expense and this type of material and documentation may not always be requested for such a low amount; however, I am processing this claim and will require the documentation and my request is simply to protect myself as a consumer as I am not comfortable with writing a check for something that cannot be proven to be within my fault or control.

  
  I appreciate the continued conversation and maintain my position to resolve this matter amicably; however, Enterprise is not willing to work with me in providing clear information, documentation or evidence this is rightfully my cost to bear.

  
  

  Thank you,

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

  
  
  
  

  Business Response

  Date: 11/07/2022

  November 1, 2022

  Re: ***************************

  Your Case No. ********

  Alamo Rent A Car Claim Number: ********

  To Whom it May ********

  Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by ****************. **************** rented a 2018 ****** Rogue bearing ************ registration LTE6689 from PENRAC, LLC, dba Enterprise Rent-A-Car at the ******** Airport.

  At the time the renter took possession of the 2018 ****** Rogue, an inspection was completed in the presence of **************** and the vehicle was determined to be rented without damage. The vehicle was returned with damage. Per the rental contract executed by ****************, she is responsible for all vehicle damage which occurs during her rental period.

  After reviewing the concerns presented by ****************, and notwithstanding the foregoing contractual obligations, we have decided to close our file as a matter of customer service. At **********************, 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.

  Sincerely,

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

  Analyst

  Customer Answer

  Date: 11/11/2022

  Complaint: 18150676
  
  I am rejecting this response because the agent stated false information as the inspection was not completed in my presence or at all, which is why this became an issue that I reported. 

  However, Enterprise's agent, ************************* has contacted me and confirmed that they will no longer pursue this matter requesting payment.  He stated I can disregard the collections letter sent to me and that he would close this case with no money due from me.  He could not put in writing that this case was closed due to the fact I did not cause the damage, but it is a matter of customer service for them to close this case.  I have attached an email from Dino.  With this, I am comfortable to close the dispute as Enterprise has removed all responsibility from me regarding payments due.  Thank you.

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

• Initial Complaint

  Date:09/29/2022

  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.

  I had a car repair with ******* ********* in Laguna Niguel, CA through my insurance ****** on July. Since I had a problem with the repair, I took my car back to ******** ********* on 9/23/2022 and they provided me with a car rental while my car was being repaired. The rental was made by Caliber Collision through Enterprise Rental Car in Laguna Niguel. When I went to pick up the car rental on 9/23/202, I was asked to give a credit card for a hold of $100.00 that would be released as soon the rental was returned, and the rental charges were going to be sent to Caliber Collision. Another charge in the amount of $100.00 was posted to my credit card on 9/27/2022. The rental was returned on 9/27/2022. I contacted ****** *** **** and asked if the pending charge posted on 9/27/2022 was a duplicate and was advised that was a second transaction and I should contact Enterprise in Laguna Niguel to have the two transactions reversed. I spoke to the manager ****, who sent me a screenshot of one reversal, and assured me that a second transaction was not made, but the reversal only took care of the pending transaction from 9/27/2022. Today I contacted ****** *** ***** and was advised that the transaction dated 9/23/2022 is still pending, so I contacted Enterprise in Laguna Niguel and spoke to **** again. I tried to explain to him that two transactions in the amount of $100.00 each were posted to my credit card, one on 9/23/2022 and a second one on 9/27/2022, but only one reversal was made. He didn't understand that there is still one transaction pending and a second reversal needs to be made and told me that he had a customer in front of him, but again, did not offer any resolution.

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

  Business Response

  Date: 10/04/2022

  Thank you for the opportunity to respond.  We have reached out to the customer who is saying that she didn’t receive the $100 deposit. We are working with her and our accounting team to see what happened, because we show it has been released on our end. Customer is happy with the communication and the issue being escalated.