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

  745 E Main St Stamford, CT 06902-3868

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  62 Taunton Ave Seekonk, MA 02771-6130

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  59 Washington St Foxboro, MA 02035-1355

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  8 Cottage St Mansfield, MA 02048-2210

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:02/19/2025

  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 them on January 30th I had to return the car to a different location I contacted corporate in corporate told me that would not be a problem that I would get my deposit back I returned the car on time on February the 3rd to a location in ******** and was informed by the **************** that I would not be getting my deposit back that they needed that for a drop charge when I explained to them that the corporate office told me that I would not have to pay that drop charge they absolutely refuse to give me my money back they owe me $300 for the deposit

  Business Response

  Date: 02/21/2025

  Thank you for the opportunity to respond. Management has processed a refund and provided an updated invoice to the customer via email.

• Initial Complaint

  Date:02/19/2025

  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 in a car accident on 02/06/2025. I was able to file a claim through my insurance in which I was covered for a car rental through the insurance. I arrived at the location closet to my home at ****************************************************. The service was good in the beginning. The supervisor ******* was helpful and I only ended up paying out of pocket $170.96 for the additional insurance through enterprise to protect the car and a deposit of $50, since ******* was having a winter storm, I did not want to be liable if anyone hit me. I received my one and only phone call from enterprise of 02/11/2025 in which I was at work so I explained how I would have to call them back. At the point of calling them back they were close at 5pm which is the same time I get off. I received no other phone calls until 02/13/2025 I revived a text message about brining the car back. Once off work I called my insurance adjuster and let him know about the message and he explained I had the car until 02/17/2026. No other communication was received from Enterprise. On 02/15/2025 I looked out the window and the car was gone. I called the police, my insurance, and enterprise and no one could assist with where the car was. I was told to wait til 02/17/2025 for my location to open and inform them of the car. I called on that day and they proceeded to tell me about a balance that I was not aware about or was my insurance adjuster aware of and they towed the car after trying to charge my card on file and it declining. Now they are trying to hold me responsible for tow fees that equal up to $600. I was not made aware of a balance or the severity of the situation. My father was also listed on the account and they made absolute no attempts to contact him as well.

  Customer Answer

  Date: 02/19/2025

  The above picture is the detail of charges. 

  Business Response

  Date: 02/25/2025

  Thank you for the opportunity to respond. Here is the response from our local management team;

  Please accept this correspondence as our response to the complaint # ********:

  Enterprise rental agreement # 75HBGX, ****** *******,store #**DA.

  ********* ****, Risk Manager spoke to Ms. ******* on 2/25/2025.
  Enterprise records reflect multiple attempts across multiple days were made across different mediums to reach the renter regarding updating her rental agreement.
  Per the terms of the signed rental agreement, without communication or payment, the vehicle would be recovered by Enterprise as owner.
  All outstanding balances for the rental fees would be the renters responsibility per the signed rental agreement.
  Ms. ******* is aware of this information and this matter is now considered resolved.

  Thank you for your consideration in this matter.

  Please contact the undersigned should you have any additional questions.

  
  Sincerely,

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

• Initial Complaint

  Date:02/19/2025

  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 car rental did not inform me their hours of business. When I called to have the rental picked up they were closed. Enterprise rental charged for for the days they closed. Enterprise rent stated I shouldve returned the rental and left the keys in the car. My car is in the body shop, Im single with no family or friends.

  Business Response

  Date: 02/28/2025

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

• Initial Complaint

  Date:02/19/2025

  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.

  To Whom It May Concern,I am filing a formal complaint regarding fraudulent charges made by Enterprise Rent-A-Car related to my recent rental.Rental Period: 01/26/2025 01/31/2025 Enterprise Location: [Insert Rental Location]Vehicle Plate Number (if available): [Insert Plate Number]Upon returning the vehicle on 01/31/2025, no additional fees or violations were mentioned by Enterprise staff. However:On 02/08/2025, I received an email stating that I had incurred a moving violation during my rental period. I had never been pulled over, cited, or received any notification from law enforcement.On 02/18/2025, I received another email stating that I had incurred a second moving violation on a separate date. Again, I had never been stopped, nor was I aware of any such infraction.I contacted Enterprise for clarification and was given a website to verify these violations. However, when I entered the citation numbers, license plate, and personal information as instructed, the website could not locate any records of these violations.I called Enterprise again to dispute these charges. The representative was dismissive, refused to provide any documentation proving these alleged violations, and simply told me to "take it up with the county."Since Enterprise has provided no valid proof and continues to charge my account, I consider these transactions fraudulent and have initiated a dispute with my financial institution.Requested Resolution:Enterprise must immediately stop unauthorized debits to my account.Provide clear, documented proof of these alleged violations, including the issuing law enforcement agency, ticket numbers, and official notices.Issue a full refund for any unauthorized ************** internal procedures to prevent customers from being wrongly charged in the future.Enterprises unwillingness to provide proof of these violations and their failure to offer any resolution is unacceptable. I expect an immediate response and a resolution to this matter.

  Business Response

  Date: 03/04/2025

  Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.

• Initial Complaint

  Date:02/18/2025

  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.

  ************************************* Get Directions *************** As a Veteran, Bad experience car was dirty from the inside and out had to wait 40 mins when I got there for them to clean the car -----poor service.

  Customer Answer

  Date: 02/21/2025

  This complaint is to Enterprise Rent-A-Car is an ongoing American success story. Our guiding principles, and humble beginning, revolve around personal honesty and integrity. We believe in strengthening our communities one neighborhood at a time, serving our customers as if they were our family, and rewarding hard work. These things are as true today as they were when we were founded in 1957.
  Today, our massive network means Enterprise is the largest transportation solutions provider. We offer car and truck rentals, as well as car sharing and car sales. We're there when you need us with over ***** locations worldwide. 
  We take an active role in sustainability, not only because its smart for our business, but because we believe in making the world a better place for future generations. Because of our size, we are in a unique position to ****** innovation, advance research and test market-driven solutions.

  Business Response

  Date: 02/28/2025

  Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and have provided the customer with a different rental vehicle to resolve the matter.

• Initial Complaint

  Date:02/18/2025

  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 have rented from summit enterprise on numerous occasions despite their unorganized and at times unprofessional ways. This past weekend was it for me. I will rent elsewhere going forward. I rented a vehicle 5pm on a Friday with a return date of the next day at noon. Needless to say life happens and I attempted to call at 12:10pm Saturday advising them of my late return of the vehicle but the office was closed. Still returned vehicle over the weekend with a full tank of gas although I received it under full when I got it. Parked the car dropped the keys in the drop box and that was that. The next business day I discovered I was charged Friday-Monday although I didnt have the vehicle. I am a full time manager myself so I spoke to their so called manager **** who doesnt know the first thing about proper managerial skills. Tone was poor, he lacked empathy, attitude was poor, and honestly he couldnt care less about anything I was saying. He was totally ok with getting over charging me for a vehicle he knew I didnt have. So I will be getting less of my $300 deposit back. To add further insult to injury he stated I rented from them a few times I should know!! Should know what exactly ??!! That you would rip me off?? That you would see your vehicle returned over the weekend and you would charge me as if it wasnt ?? What a joke of a bunch of kids working at this location. **** the manager proceeds with saying oh well you should have kept the vehicle until Monday. I would have if I knew the guys would rip me off for a vehicle I dropped off.

  Business Response

  Date: 03/05/2025

  Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and processed a refund of the two extra days to resolve. 

• Initial Complaint

  Date:02/18/2025

  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.

  Considering the off-road performance and safety, I reserved a Jeep Wrangler with Enterprise for December 27, 2024 to January 3, 2025, and received the confirmation email. When I went to pick up the car at Enterprise store, the car was not available, and they could only offered me another SUV, which is not even similar to Jeep Wrangler. I followed the store employee's suggestion and successfully made another reservation for the same Jeep Wrangler at another location, but it turned out that they did not have the car in stock when I went there. At the end, they could not find any Jeep Wrangler or similar cars in *******, so I had to cancel my whole trip. I faced cancellation fees, non-refundable costs and other costs related to this event. I am asking Enterprise to compensate these costs from their breach of contract. The detailed amounts are shown in the attachments.

  Customer Answer

  Date: 02/20/2025

  I transferred the info from the excel to this word document, please let me know if there's anything you need from my end. Thank you!

  Customer Answer

  Date: 02/20/2025

  I transferred the info from the excel to this word document. Please let me know you need anything else, thank you!

  Business Response

  Date: 02/27/2025

  Thank you for the opportunity to respond. Management has submitted the refund request to resolve.

• Initial Complaint

  Date:02/18/2025

  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 in **************, **, 9:30 a.m. the morning of Saturday, February 8. I returned the car in *********, **, about 2:00 p.m. the afternoon of February 8 -- the same day. The car was booked online. I received a confirmation email (ATTACHED) that confirmed the car could be returned at an after-hours drop at the ***************** and that the charge to me would be $84 Enterprise charged me for two additional days for a total of $252 (ATTACHED), even though my online booking and my confirmation said I would be charged $84. I spoke to several customer service people, two of whom said they would request action from the ***************** drop-off site, but this was a lie, and nothing was done. The drop-off site manager at the airport said it was not their responsibility. The Enterprise representative talked to his manager and admitted it was a "glitch" in their system but that it was still my responsibility to pay for two extra days even though I had dropped off the car in one day. The representative said he would "help me out" with a refund for one day -- thereby further admitting it was Enterprise's fault -- but refused to refund the total amount. Enterprise advertises after hours dropoff but does not tell customers they will continue to be charged until employees have time to check the car in. In this case, they didn't check my car in until the AFTERNOON of Monday February 10 and therefore charged not one but TWO days extra. This is fraud -- confirming a price for a service, then after the fact tripling the charges. Enterprise owes me $170 and an apology.

  Business Response

  Date: 02/19/2025

  Thank you for the opportunity to respond. Management has contacted the customer and resolved the matter directly.

• Initial Complaint

  Date:02/18/2025

  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 Enterprise at ************************************************* on 12/27/24 (reservation# WVL8ZP). My ins ** sent me there, telling me they would pay for a rental for 30 days, but not for ins **verage. When I was told the high **st of Enterprise **verage, I decided to take the insurance only through 12/31/24, planning to get **verage through my ins *** which I did the next day. The Enterprise receipt for the ***************** through 12/31/24 was emailed to me. On 1/3/25, I was told by my ins ** that their **vering a rental was an error, so they would not **ver the rental past 1/6/25. I went in to Enterprise to **ntinue to rent. When I went in I was not asked about ins **verage, as I would have told him I had obtained that **verage through my ins ** & would not have signed for a **ntinuation of that **verage. I received no receipt, nor was there one emailed to me. Returning the car on 1/16/25 I didn't understand the bill, as the clerk said (twice) that "there was nothing owed". I have a receipt for the returned car, which says I owe nothing. When the charge came up on my credit card, I was charged $501.52. This should have been $25.49 per day for 10 days ($254). Calling Enterprise, I had to be called back by a manager. Calling me back, he said he would have to check something & call me back. No call back. I called again on 2/5/25 & was told a message would be given to the manager to call me back and he did not return my call. I called the Enterprise help desk asking for an email address to billing. The email address I was given was the general site address on line. "******" on "chat" told me there was not an email address but that someone from billing would call me back. The Enterprise location I rented from called me. He said someone above him would call me back the same day. That was on Monday, 2/10/25. Now it is Wednesday, 2/12/25 & I still have not heard from him. Seeking $200 for ins **verage I didn't approve.

  Business Response

  Date: 02/26/2025

  Thank you for the opportunity to respond. Management spoke with the customer and shared the customer elected to utilize the damage waiver protection throughout the rental upon pick up. On 1/2, our Branch Manager called the customer and left a voicemail regarding the damage waiver balance. On 01/06, the customer came in to remove the damage waiver and extend the rental agreement.

  Customer Answer

  Date: 03/03/2025

  Complaint: 22932326
  
  I have reviewed the business' response and am rejecting it because: Your response REstates what I told your agent - "On 01/06, the customer came in TO REMOVE THE DAMAGE WAIVER and extend the rental agreement."  I WANTED IT REMOVED. I DID NOT SIGN TO HAVE IT CONTINUED. IF I HAD BEEN TOLD IT WOULD BE AUTOMATICALLY CONTINUED I WOULD HAVE SAID 'NO, YESTERDAY I PAID FOR COVERAGE FROM MY INSURANCE COMPANY'. As the rental agreement (attachment I sent) states, YOUR coverage was accepted from 12/27/24-12/31/24 (Optional Protections Accepted DW/CDW OPTIONAL
  12/27/24-12/31/24 $20.00 / Day), NOT "the customer elected to utilize the damage waiver protection THROUGHOUT THE RENTAL upon pick up", as your response states, but ONLY through 12/31/24. I also sent an attachment showing I HAD rental coverage through my insurance company. WHY would I have chosen to pay for additional coverage??? I would NOT have. I would appreciate it if you would do the right thing & refund the $200 you charged me WITHOUT MY AGREEMENT.
  
  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/04/2025

  Thank you for the opportunity to respond. The customer was billed for the Damage Waiver protection from 12/27/2024 to 01/05/2025. An invoice has been emailed to the customer to reiterate that the customer was not billed for Damage Waiver protection beyond 01/06/2025 as this was the date of removal. However, the insurance company covered the cost of the rental from 12/27/2024 to 01/06/2025. The customer then covered the cost of the rental from 01/07/2025 to 01/16/2025.

• Initial Complaint

  Date:02/17/2025

  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.

  On February 12, 2025, we rented a car from Enterprise Rent-A-Car in ****, ********. While driving on the highway, the front left tire went flat. When we attempted to replace it, we discovered that the car did not have a spare tire, leaving us stranded in dangerous conditions at night with -20C temperatures.We immediately tried calling Enterprise for assistance, but they either did not answer or hung up on us. When we finally got through, they took a long time to arrange a tow truck, even though we were initially told that roadside assistance was included at no extra cost. Due to the extreme cold and unsafe conditions, we requested an **** to take us home. Enterprise eventually sent only one ****, which was insufficient for five people with luggage. Following their instructions, we left the car parked at a truck stop with the keys on the hood.The next day, when we went to the Enterprise office to request a refund for the lost rental day, they not only refused to refund us but also stated that we had to pay for the flat tire, the full rental cost, and the tow truck. This is completely unfair, as the lack of a spare tire left us stranded and their roadside assistance service was extremely slow.We believe that Enterprise failed to provide a properly equipped vehicle and adequate customer service, which resulted in unnecessary distress and financial loss. We request a full refund for the lost rental day and a cancellation of the charges for the tow truck and tire replacement.We appreciate your assistance in resolving this matter.

  Business Response

  Date: 02/19/2025

  Thank you for the opportunity to respond. Management connected with the customer and processed a refund as requested.