ComplaintsforEnterprise Rent-A-Car

• Initial Complaint

  11/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a car from Enterprise at 8 pm on 9/3 from the *********** and returned it at 4 pm at the *******, IL location. I was falsely charged for two days ($219.64) instead of the originally quoted amount of $109.82. I called immediately on 9/5 and was told my dispute was escalated and they were working on getting me a refund. I followed up the next week, and they had no record of my call. I called the week after that, and they told the *********** Enterprise location to call me ASAP. I never heard from them. I then decided to dispute the transaction with my credit card, but Enterprise disputed my dispute, resulting in my dispute getting closed. I contacted my bank, and they told me they can't do anything about it and that Enterprise now has to take care of it. I am now stuck on infinite hold with Enterprise and need someone's help to refund me what I was overcharged

  Customer response

  11/18/2024

  Good afternoon!

  
  

  I just wanted to email and let you know that contacting you all mustve done the trick. They sent me a revised invoice today with the correct charge. 

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a vehicle on October 13, 2024 at Enterprise ************************************** and return vehicle on October 21, 2024 at Enterprise ******************************************. A week later on October 29, 2024 I receive a call from Enterprise in **********, ** stating that the front bumper was damage. I tried to explain to the agent that there was no damage to the vehicle when I return it to the Enterprise ******, ** location and if any damage occurred it was done by the ******, GA employees and not by me. Enterprise is trying to stiff me and charge me for for something that I did not do. My complaint is that Enterprise **********, *******************, ** is committing fraud against me. Enterprise charge my credit card $304..28. I should only be charge for my portion for 9 days less my ***************** portion. My insurance company or myself should not be charge for any damage to vehicle. The vehicle wasn't damage when I return it on October 21, 2024. I had request documents showing proof of damages and final rental agreement from Enterprise, with no response from Enterprise.

  Business response

  11/13/2024

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

  Customer response

  11/13/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I spoke with Manager Tristys at the Enterprise Rent-A-Car ************************************** on October 12, 2024 who was very understanding and professional dealing with my issue with Enterprise in getting a resolution for the issue.
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction: 11/03/2024 Amount charged: $559.60 Rental car for 4 additional days, a total of 20 days of which 16 days were paid by Insurance.Overcharge of $379.80 for Damage Waiver Reached out to Business, but it is not resolved by them I got a rental car during my car repair booked by State Farm Insurance for my claim.During car Pickup, I talked to insurance, and they confirmed I am covered for any damage to the rental car as I have collision cover in my insurance with them. The same was passed to the Enterprise agent to opt out of the Damage Waiver (DW) and its charges. However, it seems the agent intentionally opt-in for **. I am stating so as no Hold charges were made on my card to raise concern for it before rental car return to avoid charges.During the car return agent who worked with me was not available on 11/03/2024, I was told that they would check with him and have the correction done on 11/04/2024. When I called on 11/04/2024 I was told I was liable for paying it which I should not have been, the agent was adamant and not ready to listen as he falsely took my sign for Opt-in for **, and did not put a hold immediately on my card for the amount on 10/15/2024 when the car was rented to allow me to do correction upfront and avoid this dispute.

  Business response

  11/13/2024

  Thank you for the opportunity to respond. Management spoke with the rental location and identified the error in communication regarding the purchase of our protection product. Management processed a refund, left the customer a voicemail, and emailed an updated invoice.

  Customer response

  11/13/2024

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

• Initial Complaint

  11/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I've been renting vehicles from Enterprise for many years. I recently rented a vehicle from Enterprise at ***************************. I received a sports car which is a class of vehicle that I did not reserve but was the only vehicle that was offered to me. The car was troublesome throughout my rental period and may have had transmission issues and suspension problems. The car would suddenly lurch forward when waiting at lights while in drive with my foot on the brake. This happened twice and was frightening and could have potentially caused the car to randomly pitch forward into the back end of another car. The car also made rattling sounds periodically when driving as the ground clearance of the frame is so low on this particular make & model, a Dodge Challenger, that the frame came near or in close contact during normal driving and during natural dips on the ***************** The car had an abnormally rough ride over normal bumps and potholes. I also noticed rattling noises periodically during the rental period. I returned the car to Enterprise at ***, I informed the Enterprise agent of the mechanical issue and clarified to them that I also heard rattling noises. I never had an accident or bumped into anything during my rental but apparently the front right bumper had slipped or fallen on its own due to the inherent and faulty manufacturing issue with the car's low clearance which I had no control over. Low clearance and suspension problems are pre existing with Dodge Challengers. The rental car was also taken out of my care every day at the hotel that I stayed at which was out of my control as valet parking was mandatory. Although I've rented from Enterprise years, I rarely get the type or class of car that I actually reserve. As a senior woman and a veteran, I would not have chosen a low-riding sports car for myself and my young granddaughter to drive around ******* while on vacation but I was not given the economy sedan that I had reserved.

  Business response

  11/11/2024

  Thank you for the opportunity to respond. Notwithstanding the foregoing contractual obligations, management has decided to close this file as a matter of customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.

  Customer response

  11/12/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I accept and also appreciate Enterprise and agree that they have made the correct decision to recognize that it's not my fault and take care of the damages and costs of this claim . I also agree to close the claim and look forward to continuing business with Enterprise.
  Sincerely,
  
  ******* ******

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 20th I made a car rental reservation online with Enterprise. The reservation was clearly for a one-way rental. The total cost including taxes and fees was $70.68. When my wife was dropped off to collect the car on October 9th, they were charging extra charges and claimed the total would be $182.18 since it was a one-way rental. This was the pickup place, Enterprise in *****, ******. She explained that this was reserved as a one-way rental and there was no indication of any extra charges. The agent remarked that even though the charges are not on the reservation, that's the way it is. My wife wanted to leave but was dropped off, had a long trip ahead of her, and had no recourse but to sign it and hope for a resolution when dropping off the car. When dropping off the car in ***********, ** later that day, the agent was very sympathetic, agreed that she shouldn't be charged the extra, but said only the Enterprise location where the rental originated could make the charge. She left the ticket open and did not charge us, sending a communication to the *****, ********* that there was an issue. They later did charge us the full $182.18. I contacted *****, my credit card company and disputed the charge. Two weeks later they said because my wife signed, then the $182.18 must be paid. This is very disappointing. There were multiple car rental agencies where we could have rented a one-way vehicle for the one day trip much, much less. We only agreed to Enterprise because of the good quote of $70.68. The fact that they are getting 2.5 times that from us is not right. The fact that they baited and then switched to a much higher cost when my wife had to transportation or way of quickly getting another vehicle is unconscionable. I am including the original reservation agreement with Enterprise. I have had to pay the total amount, but feel like I have been deceived and taken advantage of.

  Customer response

  11/08/2024

  A representative of Enterprise (**** at *************) called to tell me that they were wrong in charging the extra $100 fee and that it was going to be taken off my bill. He said that he would email me a receipt or invoice to indicate this and it may take a couple of days. If this is the case, then I am satisfied and will have no other complaints. Thank you.

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May ****** I was involved in a car accident, my insurance company placed Me in a rental with enterprise on 5/21/24 as the person who rear ended me was not reporting the accident so being without a car my insurance company took over and made the reservation . My insurance only covers $30 a day so when I went to pick up my vehicle I was immediately told that they didnt have anything available (but enterprise called to set up time and confirm reservation) I waited until they found something within the insurance contracted Rate of $30 per day before signing anything I made It clear once again that I wasnt willing to pay anything out Of Pocket I was reassured that there was no out of pocket costs just the $300 deposit for incidentals that Would be returned back once the vehicle was dropped Off well more lies and scams because not only did enterprise use my deposit on 5/28 they tried to take out $280 confused about the charge I called enterprise immediately to find out what the charge was For no one gave me any answers and every time I asked for the manager I was Told they would leave him a message I even requested an email of the invoice to see what was going on they told me because I had a balance they wouldnt be able to provide an invoice on 6/11 I finally heard from *** he left me a threatening voicemail after the Location was already Closed!!! telling me he was Calling the Police and reporting the car stolen ( I still have the voicemail) that I wasnt a good person and to bring the car back again this was all after Hours he even suggested I drive to a different location that was open which would require me to cross a over a bridge he told me to go there so I can be arrested by the tunnel police bottom line is I was charged in total ******** and plus the 30$ from my insurance company why is that u ask well they decided to upgrade me into a luxury vehicle without my consent or knowledge because it was the closest ****** they had to match my pathfinder

  Business response

  11/15/2024

  Thank you for the opportunity to respond. The location made every attempt to communicate with the customer during the rental. Management confirmed these attempts with detailed documentation. We will be taking no further action at this time.

  Customer response

  11/17/2024

  Complaint: 22524677
  
  I have reviewed the business' response and am rejecting it because: the only response they can give me is during the time of rental the manager tried to contact me yea to collect money !! he did exactly what they are doing now avoiding the actual question like I said this company is nothing more than a fraud all they do is lie and steal money from not only the customers but also the insurance companies and when they get questioned about unauthorized charges they refuse to answer they respond with irrelevant answers like they just did !!!! Point proven 

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

• Initial Complaint

  11/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  1. Date of the Transaction:October 22, 2024 - This is the date I rented the car from Enterprises *********** ******.2. Amount Paid to the Business:The total estimated charge was initially $515.35, including a $300 deposit. However, I was later charged $546.29 due to a billing discrepancy after switching to a different vehicle.3. What the Business Committed to Provide:Enterprise initially committed to providing a full-sized vehicle ******* Altima) that would accommodate my familys needs. However, due to issues with the car's turn signals, they switched it to a smaller, mid-sized car (Kia ******* despite assuring me that it was of similar size.4. Nature of the Dispute:The dispute involves both a billing discrepancy and misrepresentation of vehicle size. Enterprise charged me a higher amount than originally quoted after switching to a smaller vehicle, which did not match the full-sized class I had rented. Additionally, the employees misled me by claiming the Kia ***** was equivalent in size to the ****** Altima.5. Whether the Business Has Attempted to Resolve the Issue:I raised this issue with Enterprises customer service and the branch manager, *****, but they did not address it to my satisfaction. ***** informed me that he would proceed with the charge despite my disagreement, and no resolution was offered for the misinformation provided by their staff.6. If the Issue Involves Advertising, When and Where the Ad Was Seen or Heard:N/A - This dispute does not involve advertising.

  Business response

  11/13/2024

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

  Customer response

  11/15/2024

  Better Business Bureau:

  
  I have reviewed the business's response regarding complaint ID ******** and am satisfied with this resolution.

  
  ***** called me and sincerely apologized. Originally, I requested a full refund; however, I accepted a partial refund because of her apology.

  
  As an immigrant, this was really difficult to resolve by myself. So, I want to express my gratitude for this matter.

  
  I feel justice is still alive.

  
  Sincerely,
  ****** ***

• Initial Complaint

  11/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The issue is that on August 23rd I rented a vehicle. I was charged ******. $300 of the charge was for hold. When I returned the vehicle my deposit was suppose to be released to back to my card. It was not. And further more I was charged ****** on September 26th, two days after the rental was returned. I have been in contact with this company for 31 days and still have found no resolution. Please help me correct this error.

  Business response

  11/04/2024

  Thank you for the opportunity to respond. A refund has been issued. 

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was hit by one of Geico car insurance holders and was given a rental car under their insurance thru enterprise where I added on 1day of insurance because Georgia had a severe flood warning where I had to drive that day, I called back in the next day as I was told and had them remove the insurance charge. No one removed it when I called to have it done and it was instead canceled 5 days later on its own, I have called enterprise contrite and left several escalations for a call back and no one will call back to rectify this. They are charging me $184.06 and have charged it off the creditors where it is unfairly hurting and have hurt my credit score. Enterprise owes me money back for the deposit I put down on the car. And this fee removed and my credit restored.Client: ENTERPRISE ************* FFAM Account Number: ******** I need someone to email me with a resolution immediately.

  Business response

  11/04/2024

  Thank you for the opportunity to respond. Because of the age of the rental, management is working with our accounting department to work towards a resolution for the customer. 

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Enterprise rental car has a points program and it said I have earned a free car rental. Each time I go to use it, once I do a search on the app for a rental, the algorithm is triggered causing the number of points required to increase beyond the number of points I have in my account. This has happened to me twice. It is a deceptive business practice because it induces the consumer to rent or search for rentals based on false advertising information of the number of points available, only to bait and switch so that you cant redeem them. They also failed to include all of my past rentals toward my points in the application. At least 2 rentals are missing and the cs **** say they can only add rentals from the last 6 months. When I elevated to the elevations team, which was a call center in a non-American location and the cs person had an accent, the elevations person said there was no way to complain formally nor could I elevate the issue higher above her call center. Based on the terms and conditions, the points necessary shouldnt be triggered on my individual search and rental needs but on authentic supply-demand car availability ussues. Instead, the app changes the points based at least in part on triggers from my own searches. Otherwise, why would the points change within only a few minutes of my first search. When I perform the same searches outside my application, the rates dont change like that. It is a scam and an unfair business practice and false advertising.

  Business response

  11/04/2024

  Thank you for the opportunity to respond. Point redemptions are based on the multiple factors that effect rental rates.  They change continuously. 

*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. ↩