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

  11/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I live in an area in ****** where I need to go through tolled roads on a regular basis. My car was being repaired and I rented a car at Enterprise. When I was picking up the car, no one explained how tolls work with Enterprise before I left, and after I returned the car, I was hit with a $70 bill. The bill included service fees that I was not aware of (since no one explained), and toll fees that are higher than what I usually pay for. Upon inquiring enterprise, they explained that they charge service fees and I could've linked my personal transponder when I rented the car, but since no one told me this, I didn't have the option to do so. Enterprise agreed to refund the service fee but refused to refund the difference between what they charged for tolls and what I would've be charged if I was told I can use personal transponders. I therefore request Enterprise to refund me the difference in toll fees, which is $46.1

  Customer response

  11/14/2024

  Hi BBB,

   

  Thank you for the response. The location of the rental is:

  BROOKLINE BC BU
  ********************************************************************;02215-1202
  **************

  and the rental agreement number is 60B9G4

   

  Best,

  Yutong
  

  Business response

  11/15/2024

  Thank you for the opportunity to respond. Per the company toll guidelines, provided under the public Boston Brookline Car rental location policies, tolls and other charges incurred during your rental period will be charged to the debit or credit card on file with your Rental Agreement once the toll data is received from the toll authority. All policy information can be found on our company website at **************** Car Rental | Enterprise Rent-A-Car and *********************** Toll Options | Enterprise Rent-A-Car or ****************************************************************************************************** not hyperlinked. We do apologize for any inconvenience this may have caused the customer. 

  Customer response

  11/15/2024

  Complaint: 22554643
  
  I have reviewed the business' response and am rejecting it because:
  

  Enterprise employees did not explain anything about tolls when I was picking up the car. They kept me waiting for an hour when there was no customers there, and rushed me to sign the forms without explaining the terms. THe didn't explain there is a service fee, they didn't explain I will be charged a higher toll than what a MA EZ pass holder would generally pay, and they didn't explain that I could use my personal transponders (otherwise I would've connected my personal transponder an avoid all of this mess)
  

  When I first called Enterprise regarding my toll receipt, the employee picking up the phone also admits that it's their fault for not explaining. A customer should not be responsible for a bill if the business did not explain potential charges in the first place and if the company clearly admits its their fault, not the customers. I am showing my generosity by saying I am still willing to pay what I'm supposed to pay if I was told I can bring my personal transponders (amount can be found in emails and attachments). In principle I could reject the entire bill since no Enterprise employee told me anything about potential charges when I picked up the car.
  
  
  Sincerely,
  
  ****** ***

  Business response

  11/19/2024

  Thank you for the opportunity to respond. Management has issued a refund check, left a voicemail sharing an update, and provided contact information for any further questions or concerns.

  Customer response

  11/20/2024

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

• Initial Complaint

  11/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On October 27, 2024 at 10 pm EST we rented a car from *************************** Enterprise rental car. We were told that it would not be a problem to drop it off at *******, ** location where there is a drop off box. We did so on October 28. 2024 at 6:20 pm. The company sent us a receipt showing a charge for 48 hours. I called **************** and asked to fix the charge, and was told that the system is not working and to call another time. I emailed my request on October 30, 2024 to the email address that was on highlighted on the business card provided by the Enterprise *** from *************. No response. I have checked my credit card and it still shows the charge for 48 hours. We used the vehicle for less than 24 hours. This is a scam.

  Customer response

  11/14/2024

  We picked up the vehicle at **********************************. Dropped it off at *****************************. The Holiday branch supervisor told me it was Miami branch who sent the bill, and if I don't agree with it, I need to go to ***** and dispute it with them. 

  Business response

  11/16/2024

  Thank you for the opportunity to respond. Management contacted the customer, processed a refund, and sent an updated invoice.

  Customer response

  11/20/2024

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

• 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

  11/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had 2 vehicles that I had to return due to impror maintenance and which caused me to return home 3 hours later than I should of been. It was a 45 min drive home and it took 3 hrs and 45 mins. 1st vehicle was a tire. It said low tire (19), I went to pep boys & had them put air in it, he filled it up to 30 something. After an hour event, it was down to 9. Went from 30 something to 9. I called it in and took it to the *************** to change it since it was close & couldn't wait over an hour for a tow truck. When I got to the *************** location the fist ****** was nice but the manager was not. The first ****** said they had 3 cars and most likely the ******. When the manager came he asked me what I did to the vehicle. I did not appreciate this comment as I have already been inconvenience by 30/45 mins for this and this was a maintenance issue. The manager didn't give me the ****** bc "it looked dusty." I loaded my few bags, *************** into the new vehicle. As we were on the road, my son lowers the window and unable to get it back up. None of the windows but the driver window would roll up or down. My son had sit/sleep under an open window for a hour as we were too far from ******* (also didn't want to deal with anymore rudeness or accessory from the manager) & wasn't close to the other open location (*******). Went to the ******* location and their system was down, had to do everything by paper). They did check the windows to make sure & put on the heater). Had once again to move a few bags, carseat (for the 2nd time) and my sleepy/cranky child. When I spoke to the last ******, she said what I felt, you don't expect any when renting a car. Now due to not having all the windows up in the 1st vehicle, my ******* woke up sick. This is unacceptable!Of 3 vehicles available, the manager gives the one without working windows during the colder season.I want either a refund and/or at least a week comp to extended the rental from 11/13/24 to 11/20/24.

  Customer response

  11/11/2024

  I want the corporate office to handle this. 

  the location that I did the switch at was enterprise *************** located at: ********************
  STE 8
  *******, **, **, 91505.

  the first location that i rented from:

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

  Business response

  11/14/2024

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

  Customer response

  11/15/2024

  Complaint: 22537364
  
  I have reviewed the business' response and am rejecting it because:
  

  Yes they contacted me and said they will work something out. However i have not heard from the regional manager since wed, 11/13/24 & it is unclear what is going to be worked out. 

  I need specifics to the comp of the vehicle before I can accept and be satisfy with the outcome 

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

  Business response

  11/15/2024

  Thank you for the opportunity to respond. Management shared that the customers requested rental extension would be waived due to the customers experience.

  Customer response

  11/18/2024

  Complaint: 22537364
  
  I have reviewed the business' response and am rejecting it because:
  
  I want to make sure that this happens and not just talk from this corporation. I have asked to extend it (through comp) until next week and I have not recieved confirmation of that. I get a messages here abd there but nothing detailed. I dont want any surprises when i return the vehicle. Hence why I am skeptical of what is being said. 

  Also I was informed by **** **** yesterday that this vehicle is "slated for wholesale" (I have this in writing as my VM does scripts). No idea what that means but it appears they are very egar to get this vehicle back. I also reached out to someone in enterprise sales and would like a return call in regards to this vehicle. If they are going to sale it, I would like to know more.

  Lastly,  I have asked region manage, *** 3x times now about my garage remote that was left in the ****** that was exchanged at the *************** on sat, 11/09/24. No response to what is going on with that. It has been 9 days now. What is going on my return left item?

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

  Customer response

  11/19/2024

  There has been no guarantee that I will not be charged when I return the vehicle. There is also no update on when I will recieve the remote. Also the vehicle is up for sale and I wanted to buy it  there is no update on that info. So how could this be closed when there are still questions/concerns remaining? Yes they are have good faith but if they charge me what will happen?

• 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,
  ****** ***

*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. ↩