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:02/17/2025

  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.

  First off I booked a car through enterprise it wasnt the car that I originally booked they gave me something based off the only 2 cars they had left but the app showed they had multiple which should have been advertised online then upon receiving the car that I didnt choose the rental agent **** ******* phone number ********** of the ************ branch on dorchester ave did not fully inspect the car and allowed me to leave the lot . A day after receiving the rental I noticed a very small crack within the tint area of the front windshield which I called and complained about and they told me it was noted at this time it was not **** I spoke to it was customer service they did say they will make a note and let **** ******* know to confirm that a note was made I was on a 3 way call with customer service and **** ******* where they confirmed I notified them about the windshield with **** ******* on the line then crack started spreading due to the cold ******** and I went in to the branch to speak to **** ******* and show him he then stated that hes charging my deposit/ insurance for damages that were apparently on the rental already **** ******* was so rude and arrogant about me being charged for this damage now I want to renew my rental and **** is giving me a hard time and doesnt want to transfer my deposit to a new rental contract which he can do to his descretion and I will like to file this complaint on behalf of ******* *****

  Business Response

  Date: 02/20/2025

  Thank you for the opportunity to respond. Management spoke with the customer, discussed the rental, and addressed their concerns.

• Initial Complaint

  Date:02/16/2025

  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 9/20/24, I rented a car from Enterprise in **********, ** (RA#: 5SC58G) to attend a conference representing a university where I am a grad student. Upon returning, I submitted my receipts for reimbursement per university procedure. They refused to reimburse $195.41 of the $326.68 I paid, citing an agreement with Enterprise for a lower **************** coverage.Due to high demand that weekend, I called the branch multiple times before pickup, informing them that the rental was for university business. ***** **********, the branch manager, was one of the individuals I spoke with & the one who processed my rental. I reiterated at pickup that it was for university-related travel. While the university failed to inform me of the agreement, Enterprise, as a party to it, also failed to ensure I had the proper documentation. It is up to both parties to ensure customers are properly informed & to work this issue out between themselves.When the university denied reimbursement, they advised me to contact Enterprise. I initially reached out to ***** by ************** providing the requested documentation confirming the rental was for university business. He stated he would contact their accounting team. After a month of not hearing back from him & following up numerous times, ***** eventually offered to refund only $49.95, the difference in the rate, without addressing the $145.46 paid for insurance. He also refused to provide a contact for their accounting team he claimed made this *********** of 02/25 I have called their customer service ******************************** headquarters in **************, spoke with their escalations team & various branches, & disputed the $145.46 multiple times through my bank, all to no avail. The few helpful employees I encountered lacked the authority to assist, while others, including the escalations team, have been dismissive & rude!I am making a final good-faith attempt for this issue to be resolved fairly before pursuing more stringent actions.

  Business Response

  Date: 02/20/2025

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

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This incident occured at the Enterprise location at ********* on 02/01/2025. After returning a rental car, my family and I emptied the vehicle of our belongings and took a shuttle to the airport terminal. While checking in at the terminal, my wife realized her black bag, which contained her ID card, was missing.Within ***** minutes of leaving the car return area, I immediately returned to the location and thoroughly searched the vehicle, but could not find the bag. Unsure of what to do, and concerned that my wife would not be able to fly home without her *** I returned to the terminal. After an invasive search and questioning by ***, my family was eventually able to board our flight. My wife also filed a lost item claim on your website.On 02/08/2025, my wife received an email notifying her that her bag had been found. According to the email, all contents were still in the bag except for the cash. This raises serious concerns. It appears that someone at the return location took the bag from the vehicle, removed the cash, and kept the bag, even after I returned to search for it. This has caused undue stress, frustration, and additional financial costs for us in replacing items such as the *** credit cards, Bluetooth earbuds, retainer case, and other items that were in the bag.Furthermore, when we arrived to return the vehicle, one of your associates (*****) mentioned that the drop-off fee of $150 would be waived, yet I do not see any indication that this was honored.Multiple attempts to resolve this with Enterprise has been rejected.

  Business Response

  Date: 02/25/2025

  Thank you for the opportunity to respond. Management spoke with the customers spouse, addressed their concerns, processed a refund, and shared an updated invoice to resolve.

  Customer Answer

  Date: 03/09/2025

  A manager reached out regarding the issue. Thank you for your efforts in resolving this issue. 

• Initial Complaint

  Date:02/15/2025

  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.

  To whom it may concern:My name is Mr. ***** I have a complaint and request for reimbursement of the full total amount of charges falsely billed $570.34 immediately. My complaint, recommendations of sanctions against the manager Mr. ****** is to demote and retrain him. Especially before enterprise put him in another corporate managerial position.I conveyed to Mr. ****** I had an injury to my left leg and I havent drove the car since 01/16/25 because of that reason. I also conveyed to him I spoke with ******* on 01/17/25 when the vehicle was due back. I was calling to let them know I would be late dropping the vehicle off but it will be returned today.I told ******* to just charge the difference to my card on file for bringing it in late. ******** went on to say she couldnt bill me because they no longer have my card information because the car was reported stolen. Myeishas manager Ms. **** takes the phone and started yelling at me like I was her child.First, foremost Im a customer and should be spoken to with respect as I give respect. Ms. **** was very rude and disrespectful every time I would speak with her. Unacceptable behavior!I couldnt continue to be disrespected by her and said goodbye on 1/17/25. I was told the vehicle was stolen and definitely wasnt going to be driving it. I was charged the 1/18/25, 1/19/25 , 1/20/25 and didnt utilize the vehicle because it was said by ******* that it was reported stolen and she couldnt take the payment I requested her to take.Shes the only one remained professional through this whole ordeal, *******. Kudos to her! She would be the only reason I would ever rent from enterprise again if that was possible as though Mr. ****** took it to the next level and put me on the do not rent list.Charged charges that could have been avoided like ************************ charge added to the last invoice emailed to me in the amount of $225.00. All this because Mr. ****** decided to tow the vehicle and break in it.

  Business Response

  Date: 02/26/2025

  Thank you for the opportunity to respond. Management has spoken with the customer regarding the situation and processed a partial refund to resolve. Due to the circumstances of the customers previous rentals, we will be taking no further action.

• Initial Complaint

  Date:02/14/2025

  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 2024 GMC ****** white truck for work travel through our corporate account under *************************** like I've done 10+ times this year from the location at *****************************************. During this rental like normal I parked the vehicle in my garage other than when I used it to drive to **** in which I parked very far from the business front and any other cars. This vehicle is brand new and the collision detection system is superb. You cannot get within 10 feet of anything front, back and side without it slamming on its brakes. When i returned the vehicle like normal I did a walk around not seeing any damage as I've done multiple times before returning all other vehicles ever rented through Enterprise damage free and walked inside. I handed the young male employee the keys and asked if he was going to do a walk around. Based off how well they know me he said I was good and told me to have a nice day. I didn't think anything of it as i've returned vehicles here issue free multiple times in 2024. This location got so comfortable with my rental history they stopped doing pre walk arounds and post walk arounds with me. When I asked if they were going to they would even comment " your good we know you here you rent alot from us." I've tried calling, emailing and going to this location to seek remedy from the store manager and have been purposely avoided. I've sent an email disputing this charge to a ******** in the damage recovery unit as i've been driving for over 28 years and have never caused or been in an at fault accident. Due to the multiple reports I've read this appears to be a scam Enterprise does to unexpecting patrons and cannot provide proof as all camera footage of the vehicles being returned are wiped after 30 days. I got this notice of damage 32 days after the rental was returned. I expect this damage expense of $1278.84 to be cleared as I am not at fault for the dent in the bumper.

  Business Response

  Date: 02/17/2025

  Thank you for the opportunity to respond. A response is attached. 

  Customer Answer

  Date: 02/22/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  They are closing the claim and removing the balance per customer satisfaction. 
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a 4WD Expedition, I was told it was a 4WD expedition by the agent, after leaving the facility I discovered it was 2WD. I tried to return it elsewhere out of safety and i was denied. It was EXTREMELY unsafe. The Hailey ****** laughed and said I cant believe that ********** did this to you! They said they NEVER rent 2WD trucks to people in the mountains and acknowledged how unsafe it was. rental number:1473713839

  Business Response

  Date: 02/26/2025

  Thank you for the opportunity to respond. Management offered compensation to resolve the matter.

  Customer Answer

  Date: 02/26/2025

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

• Initial Complaint

  Date:02/13/2025

  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 rented a vehicle for 48 hours. I had plans for the last day, but the car would not crank. I notified Enterprise, and after numerous calls to them and to the wrecker service that Enterprise hired, the vehicle was picked up. I wasted my entire morning dealing with this problem. I ended up calling a friend to make a return to Lowes and to purchase a different item for me that I needed immediately. I paid a $300 deposit to Enterprise that was refunded. The rental charge was $174. I requested compensation and was told that I would hear back from their manager. I did not hear back, and followed up with numerous calls. On my last call I was told that compensation would be requested by 10/25/2024. I did not hear back. I called the corporate number on 1/28/2025 and spoke with **** (E918PQ) and was told that he would contact Enterprise in ********** and tell them to contact me about the refund. I did not receive a call back.

  Business Response

  Date: 02/20/2025

  Thank you for the opportunity to respond. Management spoke with the customer and resolved the matter directly.

• Initial Complaint

  Date:02/13/2025

  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 stayed in the branch for a couple hours while they contacted the airport and the car could not be located. The branch called us an **** home. Tuesday, February 4th my daughter called and checked the status of the car which still could not be located. I ****ed to and from work. Wednesday, February 5th my daughter called and checked the status of the car which could still not be located. I ****ed to and from work Thursday, February 6th. I called and asked my daughter did she call and check the status of the car and she said no so I called. Unbeknownst to me, my daughter was calling at the same time and the representative on the phone was so Angry that we both called 30 seconds apart; he was agitated, irritated and furious that WE was wasting his time calling about the issue. I had to sarcastically apologize for wasting his time as I paid $650.00 for a rental car I had for 1 hour and 15 minutes before it broke down that they cannot locate and I cannot get another rental until they locate the one their Roadside Assistance lost Later that evening on Thursday, February 6th at approximately 5:42 I received a call from Enterprise stating they located the car and I could come tomorrow and pick up another car. On Friday, February 7 at approximately 4:05 pm i arrived at Enterprise located at ***************************************** and was unpleasantly greeted by the most unprofessional, PROUD Branch Manager *** *****. *** said Ms ******** do you have a reservation I jokingly said No, I didnt think I needed to make one with everything I been through. I then asked *** about charges on my card and everything just went left. He became rude and belligerent. *** told me he was not renting to me and to get out of his store. He then said he was going to call EVERY Enterprise in ******* and put me in the DO NOT RENT LIST. I went to the Enterprise on Courtesy Pkwy and *** refused to close my ticket. However, the staff was WONDERFUL and got me a carw

  Customer Answer

  Date: 02/13/2025

  On Saturday, February 1st, 2025, I rented a car from Enterprise located at 1711 SR-138 SE. Conyers, GA ***** at approximately 1:47 pm. Rental agreement number: 73V97F, *********** Sentra. At 1:55 pm I stopped at ************** and ordered some lunch which took approximately ************************************************************** Once my order was complete I ate my food outside. I then drove approximately 10 minutes down the road to ********** and stopped to get some Tide. I was probably in the store for approximately 10 minutes. When I came outside the car would not start. I called Roadside Assistance at 3:12 pm and they said the car would have to be towed and it would be be approximately 90 minutes and they would **** my daughter and I to the nearest Enterprise as they closed at 5:00 pm. The representative noted that this would be an unattended tow and I should lock the doors and take the keys with me and give them to Enterprise. Once we arrived at Enterprise, I was informed in order to get another car, the car would have to be on their property first which is not what the representative told us. Now this location is about to close for the day so Roadside Assistance calls us an **** to the Airport which is open 24 hours. We get to the Airport around 5:45 pm and the car still has not been picked up by the tow company. My daughter and I wait for 2 hours before Roadside Assistance gets us an **** home. Around 8:31 pm I received a text message from ******* Enterprise ********* ************ stating that the car was picked up. On Sunday, February 2, 2025, Roadside Assiatance sent me another **** to the Airport around 9:00 am to get a rental, but the manager spent 3 hours trying to locate the car and could not find it. I was ordered another **** home. On Monday, February 3, 2025 I called in sick and went to the branch where I rent the car where I spent another 2 hours with the branch manager trying to locate the car with no success.

  Business Response

  Date: 02/27/2025

  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:02/12/2025

  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 on Thursday 2/6. During the walk around inspection with 2 enterprise employees, I noted damage to the back left bumper corner. They called out another employee to look at it and take pictures. I returned the car on Saturday 2/8 in the same condition as I picked it up. The guy who checked me in during the return was the same guy who came out to look at the damage when I picked it up. He said that their system was down and it would be Monday before he could finish the paperwork. Then on Monday I saw a credit card charge that included a $250 damage deductible. Enterprise has opened a claim that states I caused the damage that we all noted was already on the car when I rented it. At this point I've spent about 3 hours in phone calls and on hold trying to get it resolved. The woman at the location has been very rude including hanging up on me, and now refusing to answer my calls. She has also lied, claiming she called me multiple time, but I have zero missed calls from them. At this point I have to assume she plans to continue the lie that I caused the damage, and I don't have a way to contact the other 3 employees who would all verify that the damage was already on the car when I rented it. My ask? Immediate refund of the $250 deductible, and written explanation that I can show my insurance company that I did not damage enterprise's car.

  Business Response

  Date: 02/17/2025

  Thank you for the opportunity to respond. A response is attached.

  Customer Answer

  Date: 02/25/2025

  Complaint: 22934696
  
  I have reviewed the business' response and am rejecting it because:
  
  The response de facto acknowledges that I'm correct that I did not damage the car. I'm sure they verified this with the location employees, why else would they refund me and close the claim? The problem is their response repeats the lie that I must have caused the damage. Well that's not true, so I won't accept it. I pointed out the pre-existing damage to no fewer than 3 eye witness Enterprise employees, who acknowledged it, noted it and took pictures. If they're saying their employees didn't record the damage and so that's my fault, I reject that.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/25/2025

  Thank you for the opportunity to respond. The previously shared document communicates we have decided to close our file as a matter of customer service. The customer has been absolved of any pursuit for damages related to this rental agreement.

  Customer Answer

  Date: 02/27/2025

  Complaint: 22934696
  
  I have reviewed the business' response and am rejecting it because:
  
  So why am I still dealing with this issue, after Enterprise closed the claim? I guess because I'm curious whether anyone at Enterprise actually reads this, and/or actually cares. I am 100% telling the truth that I did not damage the car, AND that 3 enterprise employees noted the existing damage with me at the time I started my rental. If you have security video from that day you can verify it. Next, I am 100% telling the truth that the employee ****** at that location was about as rude as possible. She lied about calling me before opening the claim. Did not happen. Again, you can verify that with your own phone records. Then as I tried to resolve the issue, she hung up on me multiple times and would send my inbound calls straight to voicemail. 

  Finally, it's just not right that your previous response repeats the lie that I damaged the car. It would take you 1 minute to verify that if you haven't already, just call any of the 3 employees who saw the damage, including the 1 of those who also checked me back in. 

  Or maybe you've already verified that, and it's just easier for you to repeat the lie. In which case, Enterprise has bigger problems than I thought even after this horrible experience.

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

  Customer Answer

  Date: 02/27/2025

  I sincerely appreciate the BBB help on this. I think it was instrumental in me getting partial satisfaction from Enterprise. So, just a note to say how much I appreciate the BBB and your help.

• Initial Complaint

  Date:02/12/2025

  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.

  Im on the do not rent list and dont know why. I have tried several times to contact the corporate or higher *** with no success for several years

  Customer Answer

  Date: 02/18/2025

  There has never been any emails as no one can give me one and I cant find the corporate  email. I have called over 2 doz times. I know it has been several years since I believe this all started. I had my drivers license stolen with a car break in I. 2015, and had issues with U-Haul after that. That I was able to finally clear up. Try name as 

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

  ******************************** or 

  ********************************* (I have not used this email since 2018.) 

  I only found out I was on the so. Or rent list when I tried to rent a car in 2022 in ********** , ************** 
  

  I had never rented from them ever before. 

  Business Response

  Date: 03/05/2025

  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.