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

  288 Washington St Boston, MA 02135-3503

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  2021 Revere Beach Pkwy Everett, MA 02149-5918

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  59 Washington St Foxboro, MA 02035-1355

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  685 Washington St Hanover, MA 02339-2280

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:02/06/2025

  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.

  Date of pick up rental vehicle: December 31st, 2024 Date of return of rental vehicle: January 2nd, 2025 I rented a vehicle that was paid for by ********************* because I was in a wreck with a DUI driver on 12-25-2024. I was told by the at fault drivers Progressive adjuster that the cost would be fully covered. ***** ********** at Enterprise said the $50 refundable deposit would be my only expense, but it would be refunded upon my returning the vehicle. ***** asked if I wanted to purchase a Damage Waiver for $21.99 a day since I have liability insurance only for myself. I told him no, unless *********** would pay for it. He said they may cover it, to call and check, but theyd offer me a complimentary day, but to call back if I did want it. I spoke to the adjuster working my case, ***** ******, at Progressive about trying to get them to cover it which they said it wont be. He told me I could likely obtain full coverage on one of my vehicles to extend that coverage to the rental if the dates fell correctly which they would not. So since that wouldnt happen, I returned the rental on January 2nd as Enterprise was closed New Years Day. ***** said hed keep the case open until then next Monday should I change my mind to which I told him I wouldnt because I couldnt afford the Damage Waver cost. He said no problem Then January 27th I see a charge on the card I used for the deposit for $72.23. I callled Enterprise to ask what that was and why I hadnt been refunded. ***** told me its for the Damage Waver. I asked to speak to a supervisor to which he declined. I asked why they waited so long to charge and he said because he awaited Progressives answer if theyd cover but never heard an answer, so they charged me. ***** refuse to let me speak to a supervisor, and I called adjuster ***** to tell him of the issues. He tried to straighten it out and Enterprise refused.

  Customer Answer

  Date: 02/11/2025

  6TBW7T rental agreement #

  Business Response

  Date: 02/17/2025

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

  Customer Answer

  Date: 02/18/2025

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

• Initial Complaint

  Date:02/05/2025

  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 vehicle the end of Dec. and had to keep it longer due to an emergency. When I returned the vehicle I would have an outstanding balance due.. they told me I could pay it later. But every day they tried charging my card for the amount due. I am on disability and only get paid once a month. So when I got paid I had enough points for a free day and I reserved a vehicle. When I arrived I explained that I had a balance and was there to pay it and get another rental. The guy looked at my account and it said it was paid in full. So proceeded with the rental. So I paid the $300 deposit and my card was secured for the amount that was going to be due when I returned the vehicle. I left there and went to get a cup of coffee. As I was purchasing my coffee i got 2 notifications on my phone. I had been charged twice for the amount owed. I immediately called the branch and told them. They said that on their end they only showed one charge. And told me that they could email me a copy of the invoice. I told them that there were 2 charges already deducted out of my bank account so it was clear it was their error. And I said I could email them a copy of my statement showing two separate charges. I called the customer service line and the same thing was told to me. And I asked to speak with a supervisor. I was told to hold and they would transfer me, but my call was disconnected and customer service was closed until 7am the next morning. I called the branch again and they said the same thing. I was upset and said I would come in to the office to straighten it out. But I couldnt make it there. I decided I should call my bank. I filed a dispute and my account is now locked. This has cost me financial stress and damaged my credit. Also they asked for proof of vehicle insurance. And since my vehicle has been broke down I didnt have insurance. Making me think I had to purchase the optional insurance. Costing me $107 and $80 on rental prior

  Customer Answer

  Date: 02/12/2025

  My card was not present when they charged it on Jan 29th. And my invoice for the December rental on Feb 12th said $569.92 and my screenshot also shoes the same date of Feb 12th with a different total of $407.26.  They are obviously able to manipulate and fraud people.  They left me a voicemail on Friday and again today.  I have not responded so far!

  Customer Answer

  Date: 02/12/2025

  I have not responded yet.  Because Im very confused about the actual billing.  And I need them to address the charges I had for the optional insurance that was not required. Their tactic was to ask for proof of my current insurance and that is only mentioned as a form of identification.  Not a requirement to show proof.  Giving the impression that it was necessary to purchase the extra insurance.  This is stated in their requirements on their website.  And I also believe I was only required to pay a $200 deposit and not $300.  Their practices are fraudulent and deceptive.

  Business Response

  Date: 02/14/2025

  Thank you for the opportunity to respond. Management reached to the customer on 2/7, 2/8,2/10, and 2/12 but left messages as they were unsuccessful in reaching the customer. Furthermore, management researched this complaint and confirmed a duplicate payment was processed erroneously. On 2/7/2025, management processed a refund to resolve. 

  Customer Answer

  Date: 02/14/2025

  I received 2 voicemails and that I believe are the only messages I received from them.  My issue is that I called them immediately about the double charge and all they said was they only showed one charge and they could send me something to show me.  And my response was I could send them my bank account information showing the charges were taken out 2 times.  And I called them and customer service several times within a couple of days of it happening.  They then tried to tell me that they returned the money and they said they told me and they told me the day before I called my bank to dispute.  I wouldnt have disputed with my bank if they had.  That is untrue!  Their error has damaged my credit and made me late on my other obligations.  Also the charges for the insurance that is supposed to be optional and them asking for proof of insurance is not acceptable practices.  Showing insurance is only to be used for confirming identity.  That issue has not been addressed.  I want refunded the optional insurance charges for the 2 prior rentals.  They have financially hurt me and my credit.  I was told I didnt even have a balance due when I rented a car on the 29th.  Then they charge me twice the same day.  Also on Feb 12th I have 2 screenshots 7 mins apart from each other and the one that is $569 is 7 mins after the screenshot of $407!  How is that possible?  That shows something is wrong.   

  Customer Answer

  Date: 02/18/2025

  Complaint: 22905569
  
  I have reviewed the business' response and am rejecting it because:
  I was charged for the extra insurance on this rental and the prior rental that was supposed to be an optional choice.  They deducted 4 days of the extra insurance on this rental saying they were going to help me out to reduce my total.   Like I said the double charge was made right after I was in their business and was told I didnt have a balance. Then not even 15 mins later after I left there, I was charged twice.  I called to tell them about it and they said that I was only charged once.  But the bank had already taken the charges.  They argued with me and said they didnt!  This caused me severe financial pain and damaged my credit due to this happening.  I want all the extra insurance charges refunded from this rental and previous rental.
  
  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 02/25/2025

  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. We thank you for your patience as we work to get this matter resolved.

  Business Response

  Date: 02/26/2025

  Thank you for the opportunity to respond. Notwithstanding the foregoing contractual obligations, management processed a refund for four days of damage waiver protection and communicated this resolution after reviewing the concerns presented by the customer.

• Initial Complaint

  Date:02/05/2025

  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.

  Rented a 12 passenger van the week of November 17 2024. Returned van on November 17 2024 early morning. They checked the van and signed off and completed return.February 5 2025 I received documents attached stating we owed $9613.22 in damages to the van. There is no explanation of any so called damages they are claiming. I thought this was a scam so I called the *********** location to verify and the gentleman I spoke to verified there was an open claim. This van had absolutely NO damage when we returned the vehicle.

  Business Response

  Date: 02/20/2025

  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.

  Business Response

  Date: 02/26/2025

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

• Initial Complaint

  Date:02/05/2025

  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 vehicle out of this location on 12/08/2024 and let them know that I would be returning the vehicle to a ***** location on 12/09/2024. When I returned the vehicle to the ***** location they were having issues with the gas reading and said that since I was returning it to another location that they would not be able to make adjustments. I spoke to **** and Zubar at the ********** location. Essentially, the manager, ***** said that the refund for the gas would be taken care of. I have yet to be refunded, and I continue to call without a solution.

  Business Response

  Date: 02/06/2025

  Thank you for the opportunity to respond. Management spoke with the customer and processed a refund for the fuel charge.

• Initial Complaint

  Date:02/05/2025

  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 given an enterprise rental car while damage to my car was being repaired. I did not pay for it insurance did.I hit a curb and partially detached the front bumper which i fully knew i would have to pay for. When i got the bill from enterprise it included repair to a door. I called and denied damaging a door. They agreed i only did the bumper. A agent said they woukd look into it. No one ever called back. I got the same bill again. I called back. They said the door had to be painted because of the fender repair. This makes no sense to me. I either need a credit or to understand.I feel like since i am self paying they are gouging me.

  Business Response

  Date: 02/19/2025

  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:02/05/2025

  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.

  I reserved a rental for a few work trips between 1/5/25 and 2/9/25. At the time I made the reservation, I was not informed of Enterprise's policy of having to re-write my contract at the month **** (2/4). I was only told about this at the time of pick-up. I let the staff know that this would present problems as I would be attending a work conference on 2/4 and would be out-of-state. They assured me that I could bring the car to any location to re-write my contract. I expressed my frustration that I may not be able to leave the conference to do this. They told me I had to and that it had to be done in-person, could not be completed over the phone.I stopped in to a branch on 2/4 on my way to the conference to re-write the contract and was told that they did not have access to the same system as the location where I picked the car up from - so they could not help me. They called customer service and tried to get in contact with the original location. This branch told me the original location COULD re-write my contract over the phone and this is something they normally do for business clients. **************** said someone from the original location would be in contact with me before the next day. I have not received any contact from them. I called customer service again myself during a break and they repeated the same thing - that the original location would contact me to re-write my contract over the phone. I asked what I can do if they don't contact me. He told me to just keep calling ***************** This is unacceptable all-around for your repeat business/commercial clients. Very unaccommodating and unhelpful. I met with ******* ***** at the ***********, ** branch on 2/4 and spoke to ******** in **************** on 2/5.

  Business Response

  Date: 02/07/2025

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

• Initial Complaint

  Date:02/05/2025

  Type:Customer Service 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 went into Enterprise ************** to rent a car at the request of our insurance car. Once we pickup the car it was very dirty on the outside and inside. As we was driving the car home we notice the motor was making a loud noise. The steering wheel seem like it was low on the fluid or needed a new belt. The very next day I called Enterprise leasing to report the problems with this car. The asked us to come pickup differ car. I went out that morning to start the rental car so that I could take the car to H38**3330**38323736H leasing. The key lock door. Therefore, I called Enterprise **************** to report I was lock out of the car. When I spoke with **************** I informed them that the key had lock me out and they advise me they had roadside assistance. I was advise it would cost $55.00 for their roadside assistance.. I declined the service because I didn&#**;t want to pay the additional $55.00. I advise the **************** *** that I would wait until the Branch opens up. I decided to give **************** a second call-(Because the motor was running). When I call the second time they informed me that I won&#**;t have to pay that $55.00-(Courtesy Fee). Roadside assistance came out and unlock the door. .****** -(Manager) was the person we return the back to the branch. We had to switch out the cars. Once we arrived we was told that the $55.00 was taken out of the deposit without your permission. We were told that the corporate office or area manager will call us. When I tried to talk with ******-(Manager) she became very unprofessional. Branch Location Address: ******************************************* Raritan New Jersey **********. Telephone#************

  Business Response

  Date: 02/07/2025

  Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, waived the roadside fee, and switched the customer into a new vehicle.

• Initial Complaint

  Date:02/05/2025

  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.

  I rented a jeep from enterprise on *************************************, i was staying in **************** area and used this particular location for the rental jeep due to its jeep availability. I called this location twice to insure they did have the jeep i was renting and was told twice yes and there would be no issue...I took and 80$ **** to this location to pick up the jeep and was informed there was no jeep for me.. i could of got another vehicle from an enterprise in waikiki not having to pay 80$ for an ****. I was informed by the employee working they would refund me 100$ for the issue and to drop the car in waikiki so i dont have to pay for a 2nd **** and not to worry about returning the vehicle with full gas, they would throw in the gas difference. I did return the vehicle to the location where i was instructed to return it and I did refill the gas to just about the level where i accepted the vehicle, I was then charged and extra 50$ for gas and location change. I called and was ignored for weeks and then eventually told by manager that would honor the original deal and refund me 150$ dollars like the employee had agreed to...This refund has never happen and the manager on site just keeps saying they refunded me and they are done. They lied cheated and stole from us and made this vacation a nightmare to deal with..

  Business Response

  Date: 02/07/2025

  Thank you for the opportunity to respond. Management spoke with the customer and offered compensation to resolve.

  Customer Answer

  Date: 02/19/2025

  I have gotten responses from BBB but nothing stating anything from enterprise or any resolution...I am not sure what has been done or needs to be done about this...Enterprise has had no response to me

  Customer Answer

  Date: 02/19/2025

  I would  like this complaint reopen because Enterprise has never sent me a refund and it has been over two months. I would like my refund immediately. 

  Business Response

  Date: 02/25/2025

  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. We thank you for your patience as we work to get this matter resolved.

• Initial Complaint

  Date:02/05/2025

  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.

  January 6th, 2025 to January 10th, 2025 was my original rental agreement and for that week I purchased extra coverage to be safe. I contacted my insurance before contacting Enterprise about the rental because I needed to know should I return it or keep it. Insurance made adjusting to keeping the rental until my vehicle was complete and ready to pick up. The day before I returned the vehicle I noticed numerous charges I did not authorize and Enterprise never contacted me once to make the authorized charges. I was told to bring in the the vehicle in order to remove the charges. I was upset because we just had a snow storm and I had to be into work within the hour because I'm essential personnel. All they could say was they are other enterprises open and it clearly wasn't because of the snow storm we just had. That was the only Enterprise open and I do not live close to this Enterprise, where I would have time to go and make it to work. My anxiety was above me after speaking to them over the phone. Multiple charges they took upon themselves, that felt like I was robbed and couldn't do anything about it. My bank notifications I kept receiving felt like I was getting compromised all over again because I'm a victim of identity theft. So I'm on pins and needles trying to figure out why I had so much money missing from my account. I was past upset with the situation because why would you continue to charge someone's account without acknowledging it first. The money that was contracted for that week should have been the only money taken out of my account that I authorized. As far as I'm concerned, Enterprise stole money out of my account without calling me first to proceed charging my card. I won't ever use Enterprise again, this is far beyond upsetting to take it upon themselves to charge what they want without prior authorization. And the charges were never explained nor mentioned during the process of my rental agreement

  Customer Answer

  Date: 02/05/2025

  The only contract I have with Enterprise for January 6th to January 10th, 2025

  Customer Answer

  Date: 02/05/2025

  Original contact 

  Business Response

  Date: 02/20/2025

  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.

  Customer Answer

  Date: 02/20/2025

  Enterprise only wanted feedback and not resolve the issue. Enterprise leaves messages close to closing time where I'm not able to contact them back. Left me a voicemail and email. I've saved it all, including the emails and they aren't doing anything about the issue. ******* has agreed not to refund my money on the account especially the charges that I do not have a receipt for nor did Enterprise email a receipt for the final charges. $50 deposit was also collected by my bank that went back to Enterprise and that was to hold the vehicle. My bank says they have the receipt that I never received as the consumer. Another reason I won't see my money. I guess I'll count this as a complete loss and will not be using Enterprise ever again for anything

  Business Response

  Date: 02/27/2025

  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. We thank you for your patience as we work to get this matter resolved.

• Initial Complaint

  Date:02/04/2025

  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.

  We were set up to rent a vehicle from this particular store. We needed a 7 passenger van. They put us in a 4 door CAR. We have 6 kids, 4 in car seats, so this would not work for us. They did not have a mini van available to accommodate our needs so we talked to State Farm and they authorized a higher rental rate so we could get a van to fit our family. (This should have been done by Enterprise but obviously they don't want any business). The only available option from this store was a 15 passenger van. The person at the local store was saying we had to pay the difference but the insurance company already said they would, I really don't know what the issue was at this point or why they couldn't have contacted State Farm if they were having issues but there is absolutely ZERO CUSTOMER CARE from that store. They should be ashamed. The area manage called my husband WHILE he was at work and fussed at him, so my husband hung up on him. No one deserves to be treated like that. Apparently, that upset the area manager so much that he put us on a do not serve list nationwide so now we are unable to rent from Enterprise at all. This has put my family and I in a very difficult situation now. Hertz is an hour away from us, Enterprise was 3 mins. Its absolute rubbish. After I called State Farm, they contacted Enterprise to discuss the matter and give a reason for their madness and I was told we were put on this list because the customer was RUDE!!!!!! lol. Are you kidding me???? I have reached out to Enterprise corporate but based off the dealing with these people, I have ZERO faith in the company. I have requested to hear the phone call recordings. I want to know why this is happening and I also want to speak to a competent human about this matter. I had to cancel the appointment at the bodyshop because I can't be stranded with 6 kids and no vehicle. This is a HUGE mess with Enterprise being solely to blame.

  Customer Answer

  Date: 02/04/2025

  Enterprise 

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

  Business Response

  Date: 02/26/2025

  Thank you for the opportunity to respond. Management spoke with the customer, reinstated the customers rental privileges, and initiated a rental contract.