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:08/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August ****** I went to Enterprise to rent a vehicle because my car had to be in the shop for a deer accident. However, the business didnt have any intermediate cars available so the guy supposedly upgraded me to a Jeep Cherokee at no extra cost. After signing the agreement, the amount was only $131.04 and I checked my email on 8/27/2025 to find that my card was charged $344.42 without my authorization because I had no knowledge about it. The vehicle was returned on 8/22/2025 so its not understandable on why am I getting charged four days later for the rental. I would like to have my funds back on my card because I had no knowledge of the transaction for $344.42 and I wont ever do business at this location anymore. They are very unprofessional and are only looking out for themselves and not the customers.

  Business Response

  Date: 09/02/2025

  Thank you for the opportunity to respond. Management processed a refund of the optional protection extension amount.

• Initial Complaint

  Date:08/27/2025

  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.

  Rented a car from Enterprise in ******, ************************ The manager pressured me into purchasing insurance coverage and proceeded to lie about it.Prior to receiving the car, I was asked if I had insurance. I said yes, then I was asked if its liability or full coverage. I said it may be liability. I was then asked whos my insurance carrier and I advised progressive. I was told that they can give me a phone number to call and check, it only takes a few seconds. I told them I dont have the time, Im in a rush. I asked if I needed to provide proof of insurance and I was told I have 2 options: provide proof or purchase DW. I then probed a bit, asking if its truly required since the site says optional and I was told that if I cant provide proof of full coverage insurance then I must add on the damage waiver. Under this circumstance and being limited on time, I agreed to add on ** since I didnt have a choice. I was literally told those were my only to options to proceed with this rental.Before returning the car, I brought this to her attention and asked if shed like to remove the coverage or if I should speak to corporate and she said to speak to corporate. I immediately called corporate to file my complaint and waiting to hear back. Still havent heard anything and its been over a week.Outside of my concern - I overheard the persons conversation in front of me. They said their car smelled of smoke. The manager asked the customers how can they make it better. I find this ironic given the fact that now that I have an issue, the solution is completely different. Its important to note that us customers are of different race.The car was dirty and it wasnt in the same class of car that I booked. I was also OVERCHARGED AGAIN for mileage. I picked up the car with 357 miles and returned it with 374 miles. I was charged a refuel fee. I have pictures and videos of me on the lot that shows the gas gauge. Her paperwork says it was fullI need a refund.

  Business Response

  Date: 09/10/2025

  Thank you for the opportunity to respond. Management processed a refund to resolve.

• Initial Complaint

  Date:08/27/2025

  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 placed into a rental with Enterprise after another drivers insurance arranged it while my personal car was being repaired. At the counter, the Enterprise employee repeatedly told me I would not have to pay anything out of pocket for the rental. I specifically asked several times and was assured that everything was covered.I later discovered I had been charged for a Damage Waiver (DW). I did not knowingly choose this product I was never told it was an optional, out-of-pocket cost. I already have my own insurance and would not have agreed to purchase it if this had been properly explained. Enterprise presented ** as complete protection if the car was damaged.After an accident, Enterprise has denied coverage under **, saying it is void because a family member drove. At no time was I told that I needed to add even a family member as an additional driver, or that if someone else briefly took over driving the car, the ** I paid for would be invalidated. I had no reason to know this, since in typical personal auto insurance policies, family use is generally permitted.Adding to the confusion, when I returned the car, Enterprise staff specifically told me I would not be responsible because I had DW. Weeks later, I received a letter reversing that position, citing fine print I was never made aware of.This feels deceptive. ** was sold as peace of mind, but was misrepresented and ultimately meaningless when I needed it. I am requesting that Enterprise honor the ** as it was presented and sold to me, consistent with their employees repeated assurances.

  Customer Answer

  Date: 09/08/2025

  I was contacted by Enterprise, and they said that they agree it was unfair to charge me twice, for the ** and the damages, thus they will refund the **. It feels as though they are choosing the cheaper option, but it doesn't change the fact that they cannot go back in time and say the right things instead of misleading me as someone who has never rented a car before. They are so notorious for misleading customers into purchasing extra items, and not providing the services when needed. I have read more than a dozen cases like mine not only on BBB but also online. It's atrocious that they are still operating in the market despite all the scams that they do ripping off people. The lady I spoke to on the phone said she had no authority to remove the charges for the damages that were invoiced, and that I have to contact the **** When I try to find them, it redirects me to claim with Enterprise, and when I go to Enterprise, they tell me DRU needs to step in. So why not talk to each other and come up with something for me? All I'm getting is that they set up their business this way on purpose, so that customers get exhausted, and are just forced to pay up eventually. Not to mention I already had to fight them for the toll charges, because even though I used my own EZpass they tried to double tip and charge me over $100 for someone else's bills. And this too, I went to Enterprise, then was redirected to some third party company that specialized in toll fees. They make you do the merry go round, and they think their hold of your credit card from the security deposit entitles them to withdraw money at any given point when they feel like it. 

  Hiding too, is lying. Not being up front about the fact that renter insurance is different from the auto insurance we are used to, and not underscoring the importance of adding another driver to honor the *** is lying. Saying I was crossing the bridge and trying to charge me for the EZPass that I already paid for myself, is lying. Telling me that everything will be covered no matter what, rapping through the clauses, and saying that I would not have to pay a dime out of pocket, is lying. Enterprise needs to stop lying and be honest with their customers. They're running their business like a gang and bullying customers into something they never signed up for. I didn't even go out of my way to personally try and rent from them, as it was an insurance claim, but after this nightmare, I'll never rent from enterprise nor recommend them to anyone. 

  Business Response

  Date: 09/12/2025

  Thank you for the opportunity to respond. Management has spoken with the customer and the customer requested a call back. However, management has not been able to receive a response when placing the call. Management intends to speak with the customer directly.

• Initial Complaint

  Date:08/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a rental from the business during the use of the car it developed a flat tire in back drivers side i called the company which called their tow truck to collect the vehicle after a few weeks they are charging me over 6k for front end damage they claim i hit something damage it i tried to explain the car ran and drove fine till it was picked up by their towing company for drivers side rear wheel and had nothing wrong with the front end but they did not want to listen and went ahead and claimed i owe them the 6k in front end repair if the front end was that damage i dont understand how the tow truck driver able to drive it on the tow i had my family with me at the time as my witnesses apparently this has fallen on deaf ears

  Business Response

  Date: 09/16/2025

  September 12, 2025

  Better Business Bureau

  Complaint No. ********/******* *******

  Enterprise File No. 22902786

  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. ******** Ms. ******* rented a 2025 ******* GV80 from ***************** dba Enterprise Rent-A-Car at *********************************

  At the time the renter took possession of the 2025 ******* ***** Mr. ******* accepted the terms and conditions of the rental agreement which indicated he was accepting the vehicle in good physical and mechanical condition and would return the vehicle in the same condition as received, ordinary wear and tear excepted. The vehicle returned with damage to the undercarriage. Per the rental contract executed by Mr. ******* he is responsible for all vehicle damage which occurs during his rental period.

  The customer requested roadside assistance on 08/03/2025 stating that the vehicles rear passenger side tire was flat. The rental vehicle was towed to an independent auto repair facility. When the vehicle was inspected by an independent auto repair facility,new damage to the undercarriage 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. Mr. ******* communicated in his complaint that he does not feel he caused the damage, nor should he be held responsible for the damage to the vehicle. He requested further investigation.

  As a response to Mr. *******s concern that the damage to the undercarriage may have been pre-existing, Enterprise Rent-A-Car management investigated but did not find anything documenting that this damage was pre-existing. Also, it was confirmed that the damage resulted from an impact. It was determined that this impact caused significant suspension damage and the flat tire. At this time,our office will continue to pursue Mr. ******* for the balance of this claim.

  Enterprise Rent-A-Car ***************** has contacted Mr. ******* to discuss his concerns and provide this resolution.

  We respectfully believe that a thorough investigation into this matter has been completed. 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,

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

  DRU Analyst

  Damage Recovery Unit

• Initial Complaint

  Date:08/27/2025

  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 **** ******* at Enterprise, ******************************* on 7/30/25 while my vehicle was being serviced at nearby ************************. The car I was issued was unsafe, died at a major 4-lane intersection, was pushed to my home by 2 strangers for $50, and subsequently had to be towed by Enterprise from my residence. I was forced to return to ******* for another vehicle. I returned the second car to ******** Collision as instructed on 8/19/25. I phoned and emailed Kerchak for the itemized receipt that same day, as I needed it for my own reimbursement. I repeated my requests several times, yet I have NOT received the detailed receipt; today is 8/27/25. UNACCEPTABLE! Today I phoned corporate customer service and learned that only the store can close out the rental agreement and **** ******* nor his manager have done so. UNACCEPTABLE!

  Business Response

  Date: 09/02/2025

  Thank you for the opportunity to respond. Management processed a refund of the optional protection extension amount.

  Business Response

  Date: 09/02/2025

  Thank you for the opportunity to respond. Please disregard the previous response as this response was entered in error. In the case of ****** ******, Management spoke with the customer and provided an itemized invoice to resolve.

• Initial Complaint

  Date:08/27/2025

  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 through Enterprise while mine was in for warranty repair back around May of 2024. The car was given to me with minor front end damage. They waited weeks to contact me claiming I returned the vehicle damaged. I returned the car to the dealership for Enterprise to pick it up from there and not directly to the Enterprise location. There is no way to prove I casued the damage and it didn't happen at the dealership or when the person who picked it up drove it back to the enterprise location. I pleaded my case with the manager at the time, ******* ********, who asured me he would resolve this but never did. I also emailed them photos at the time showing the damage was there when I received the vehicle. After spending an hour on the phone between their corporate and store location, I was told the only way to rent from them again is to pay a $300 fee. They are unwilling to investigate my case and help me find a proper resolution for something that was never my fault. The address of the locaiton I rented from is below. I am seeking to be removed from their "Do Not Rent List" and have the fee waived. I am also filing a general complaint again Enterprise as a whole as this situation feels fishy and extremely unethical. Enterprise ***********************************

  Business Response

  Date: 08/28/2025

  Thank you for the opportunity to respond. Management contacted the customer, reinstated their rental privileges,and shared the customer has been absolved of any pursuit of damages related to this rental agreement.

  Customer Answer

  Date: 09/03/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:08/26/2025

  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 lost the car key for our rental car and Enterprise rent a car has charged our credit card $916.59 for charges named "Preventative Maintenance Charge" and they unwilling to respond to my calls or emails seeking additional information about this charge. It is not customary to charge for preventative maintenance and replacement car keys do not cost $916.50.

  Business Response

  Date: 09/09/2025

  Thank you for the opportunity to respond. Management connected with the customer, addressed their concerns, and processed a partial refund to resolve.

• Initial Complaint

  Date:08/26/2025

  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 am filing this complaint regarding an unjustified refueling charge applied to my recent car rental from August 20 to August 25, 2025. I rented the vehicle from Enterprise and returned it with the exact same fuel level it had at the time of pickup, as I always do.I am a long-time and loyal customer who consistently returns vehicles in proper condition and with the required fuel. I was surprised to find a refueling charge on my bill despite fulfilling my contractual responsibility.I contacted Enterprise directly to resolve this issue but have not yet received a satisfactory response or correction. I am therefore seeking assistance from the BBB in having this erroneous charge removed and ensuring Enterprise is held accountable for inaccurate billing practices.I am willing to provide supporting evidence such as fuel receipts or timestamped photos of the fuel gauge at drop-off, if necessary.Thank you for your time and help in resolving this matter

  Business Response

  Date: 09/06/2025

  Thank you for the opportunity to respond. Management contacted the customer,explained the rental charges, and processed a refund to resolve.

• Initial Complaint

  Date:08/26/2025

  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.

  Enterprise claims that we ran over something on the highway that caused the drive shaft to break and come off of the vehicle. I looked under the vehicle and saw no damage other than the missing shaft and a few dents caused by it's release at highway speeds. I've asked for supporting evidence and all they can tell me is that it's in the opinion of their mechanic that we hit something. I've taken the pictures to two mechanics that say the opposite. With not even a scratch anywhere in front of the shaft, it's nearly impossible that something was low enough to go under the front bumper and skid plate but then jump up and hit the drive shaft perfectly to cause it to split. I've disputed the claim, but their dispute department just went with what the mechanic said. From what I understand, no other auto professional looked at the vehicle.

  Business Response

  Date: 09/06/2025

  August 28, 2025

  Better Business Bureau

  Complaint No. ********/***** ******

  Enterprise File No. 22818434

  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. ******* Ms. ****** rented a 2025 GMC ****** from Enterprise ****************************** dba Enterprise Rent-A-Car at *********************************************************

  At the time the renter took possession of the 2025 GMC ******, Mr. ****** accepted the terms and conditions of the rental agreement which indicated he was accepting the 2025 GMC ****** in good physical and mechanical condition and would return the vehicle in the same condition as received, ordinary wear and tear excepted. The vehicle returned with damage to the undercarriage. Per the rental contract executed by ********** he is responsible for all vehicle damage which occurs during his rental period.

  The customer requested roadside assistance on 07/16/2025 stating that the vehicle was having mechanical issues. The rental vehicle was towed to an independent auto repair facility.When the 2025 GMC ****** was inspected by an independent auto repair facility, new damage to the undercarriage was discovered. The damage documented in this claim was not previously documented at the time of Mr. ******* rental and therefore,a change in vehicle condition report was initiated. Mr. ****** communicated in his complaint that he does not feel he caused the damage, nor should he be held responsible for the damage to the vehicle. He requested further investigation.  

  After investigation, it was confirmed that the damage resulted from an impact to the rear axle housing, sufficient to deform the reinforced steel and the housing cover. It was determined that this impact caused damage to the drive shaft,leading to it becoming unbalanced and ultimately splitting in half. This sequence of events would have happened quickly, contributing to the additional damage beneath the vehicle. Given the nature and extent of the damage, it was determined that the **************************************************************************** this condition.

  As a response to Mr. ******* concern that the damage to the undercarriage may have been pre-existing, Enterprise Rent-A-Car management investigated but did not find anything documenting that this damage was pre-existing. At this time,our office will continue to pursue Mr. ****** for the balance of this claim.

  Enterprise Rent-A-Car ***************** has contacted Mr. ****** to discuss his concerns and provide this resolution.

  We respectfully believe that a thorough investigation into this matter has been completed. 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,

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

  DRU Analyst

  Damage Recovery Unit

  Customer Answer

  Date: 09/15/2025

  Complaint: 23800585
  
  I have reviewed the business' response and am rejecting it because: 

  In multiple conversations with several career mechanics, it is possible that what Enterprise is saying "could" have happened. They also unanimously agree that IF the damage to the case caused the shaft to break, there's no way to tell when the damage occurred. It's easy for Enterprise to say the vehicle was inspected after the last rental, but was the underside of the vehicle thoroughly inspected? Inside of a parking garage at the airport? I don't know of a company that inspects that thoroughly or there wouldn't have been french fries under my seat. 

  The damage is difficult enough to see when looking for it in good lighting. And with now 3 mechanics telling me it would be virtually impossible to tell when the damage occurred, I just can't see how we are still liable. On top of that, if they believe their mechanic, which I understand, I would ask how something so big made it under the front bumper. Since I submitted the initial complaint, I've done as much research as I can. What I've found is that in all standard models, the ground clearance on the ****** is 7.9in. The front bumper is listed at 7.89 inches or roughly the same height. As the website explains, this is to aid in road aerodynamics. I think it even mentions that it helps prevent things like this as well. I would really like to know how something over 8 inches in height, as solid as concrete could have made it under the front bumper, leaving no trace up front. The incident happened at high speed on a busy interstate. It's just not logical. That damage most likely happened when someone backed over something. Could have been a previous driver. Could have been their employee parking it at the airport. Pretty sure they wouldn't have told someone and risked their job if it still drove fine.  

  I thank you for your help. If you know of anyone else that can help me, please let me know. I'm trying to avoid an expensive lawyer, but unless they show me something that proves what they say, I can't afford something I'm not responsible for. 

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

• Initial Complaint

  Date:08/26/2025

  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 am writing to formally document a serious service failure I experienced during my recent rental, which left me stranded, cost me significant time and money, and was caused by conflicting information from Enterprise representatives. Rental Agreement: 97X9SG Rental location: *********, ** Destination: ***********, ** Coverage purchased: RAP (Roadside Assistance Protection), Collision Damage Waiver, Theft Protection Date of incident: 08-09-25 While in ***********, **, I lost the rental key provided to me. I immediately called Enterprise **************** and explained my situation, including that I had RAP coverage.The first ***** assured me there was no problem and said I could exchange the vehicle. They arranged and paid for an **** to take me over an hour away to the ************************************** branch.Upon arrival, the Little Rock branch informed me there was no car available and no exchange possible.I called **************** again. The second ***** contradicted the first, telling me I was outside the 50-mile range for assistance, that the first ***** was wrong, and that I would need to return the vehicle to my original *********, ** branch which was over 100 miles away.With my phone at 5% battery and stranded, I was forced to book my own 55-mile **** at my own expense to get back to my location.Additionally, I had to pay out-of-pocket for a replacement key to continue my rental, despite having RAP coverage that should address lost keys.RAP is specifically designed to assist with lost keys, yet proper roadside assistance procedures were not followed.I was given incorrect information by the first *****, causing unnecessary travel, stress, and expense.The situation could have been resolved on-site in *********** with correct RAP handling.I value Enterprise as a rental provider, but this experience left me stranded, stressed, and paying expenses that should have been avoided under my coverage.

  Business Response

  Date: 09/09/2025

  Thank you for the opportunity to respond. Management has reviewed the complaint and issued a refund to resolve.