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 has 2543 locations, listed below.

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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

  299 Milk St Fl 7 Boston, MA 02110

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  26 New St Cambridge, MA 02138-1219

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  62 Taunton Ave Seekonk, MA 02771-6130

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

• Initial Complaint

  Date: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.