ComplaintsforEnterprise Rent-A-Car

Auto Rentals and Leasing

HeadquartersMulti Location Business

Additional Complaint Information

Customer Complaint:

BBB has received consumer complaints against Enterprise Rent A Car St Louis which allege the breakdown of cars recently purchased, damage blamed on renters which is disputed by the renters, and poor customer service.

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Initial Complaint
11/02/2024
Complaint Type:
Billing Issues
Status:
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.
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
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.
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
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.
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.
Initial Complaint
10/31/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Be careful when renting cars from Enterprise in general. I never would have used them, but our insurance company works with them. I needed a car, we had an accident and our insurance company needed to assess damages. I was in a bind for months, and they took advantage of this. I was charged for what because when I called all they could say I'm in a rental when being charged daily or twice in one day. I tried to get it removed. They did not remove it. They took money from me as well as my insurance company. When I called I kept getting from the location and customer service said nothing they could do and that a customer service manager would call me back they never did. I called back again and the customer service had the nerve to say there was nothing listed in my account and how would they know this happened. Put them out of business! And now will have to file through the bank to investigate the charges. The employees at this location are nice, especially ****** and a Latin ***. ******* location-Called ahead of time to switch out a faulty vehicle. The *** told me they had plenty of cars I just had to get to the store by 2 pm. I rush over there just to find out he put somebody in the last one. I literally drove from ************ thinking he would keep to his promise! The *** gave off a not his problem vibe. They called me the day before to confirm my pickup. I arrived the following day to pick up the vehicle, only for them to tell me they didnt have a vehicle. They only had a minivan which to me made no sense for my trip. I wish they had been upfront or even called me earlier to tell me there was no vehicle. Never give them your card info the company does whatever they want with it. I've been ripped and lied to by customer service. Why am I being charged twice in one day and daily in some instances before 10/25/24? Every time I asked about a charge the explanation was you're in a rental is unacceptable. Do service only where your contract is at to avoid problems
Customer response
11/01/2024
*****************************************
Customer response
11/01/2024
The problem is not with the location I had the rental at it is with customer service and me being lied to by them and no manager contacting me to discuss charges and the excuses were I'm in a rental does not give you permission to do what you did.
Business response
11/06/2024
Thank you for the opportunity to respond. Management spoke with the customer directly to resolve.
Customer response
11/06/2024
Better Business Bureau:

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

Sincerely,

****** Hoes
Initial Complaint
10/31/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Rental Agreement Number: ****** Reference Number: 63XBZ9 Pick up date: October 22 2024 Return date: October 29 2024 Before I start the issue, the Enterprise representative who assisted with rental vehicle and handed the vehicle during pick up and closed the contract was very professional and customer service by him ****** was excellent.Issue: vehicle that I was assigned *********** Outlander) during pick up started having alignment issues on Friday and the message on dashboard kept on showing as Stop vehicle when safe. I reached out to enterprise Roadside assistance explaining the issue, they advised me to get the vehicle swapped on Saturday morning at enterprise location at *******************************************************************************************************. When I drove to that address, it was not open for public access. The location is in Millitary Base for military only and cannot be accessed by normal public like me. So I looked for another location and got my vehicle swapped.I am based out of ************** and was visiting ***** with family for a pleasure trip and had planned to spend 2 nights at *********** and one night at ******. Due to this malfunction of the vehicle, we couldnt goto ****** as we were scheduled to drive down to ****** on Friday evening when the original vehicle had mechanical issues - as a result, we lost our hotel deposit in ****** due to no show. We ended up spending at ***************** for an extra night and needless to mention that it ruined our vacation. In addition to the frustration and not being able to visit and see ******, we ended up incurring over $350 due to this. I explained the same to **** who closed my contract and he was able to add $100 credit to my reservation but I strongly believe I should be compensated more to cover my monetary loss atleast. As you may understand we spent over $6,000 for a week for the whole family to see three places in ***** - *******, *********** and ******. Out of which we had to ***** ****** due to this.
Business response
11/04/2024
Thank you for the opportunity to respond. Management provided compensation to the customer.
Customer response
11/04/2024
Better Business Bureau:

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

Sincerely,

***** ****
Initial Complaint
10/31/2024
Complaint Type:
Billing Issues
Status:
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.
Company collected $1,000 deductible on 2021 from me for an accident i got into a rental car. Months later i recieved a letter from enterprise stating the case has been closed and i was going to get my deductible back because the other party involved had paid for the damages.Then i recieved a letter stating i needed to pay for the repairs because MY insurance had denied payments. Last week i tried to rent a car from Enterprise and i was told i need it to pay for the damages before i can rent a car. I called my insurance then in 2021 and they verified they had paid them and payment was recieved by enterprise. Now they are saying they refunded my $1,000 deductible on 02/2021 and in order for me to rent a car i need to pay $500 Deductible. I want the deductible to be waived for all the damaged caused. My car in current in a shop repair and enterprise has not provided a rental car eventhough i have a reservation from my current insurance. All this week i have been paying ****. I am a single mom, 3 kids in the middle of radiation so i dont' think is fair i had spent so much money for a mistake the did. So i want the $500 deductible to be waived and i want to get my rental since my current insurance is paying for this. My reservation number is WZ5LW4
Business response
11/05/2024
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
10/31/2024
Complaint Type:
Billing Issues
Status:
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.
Hi, I hope you are well, my name is ****** ***. I rented a ************* GLC from Entreprise from September 26th to October 2nd for a total cost of ****** CAD.When I returned the car, the fuel level was 15/16. The staff informed me at that time that the excess fuel refund would be credited to my card within 2-3 days. However, I have not received this refund until now,they confirmed a refund amount of 60 CAD when returning .I have reached out to Entreprise several times regarding my issue, but it has not been resolved. I sent emails to ask about the progress, and they even lied to me, saying it had been processed, furthermore, Entreprise customer service does not address the issues either, saying not have the ability to process refund for the local branch. The experience was very unpleasant. Could you please assist me in following up on this matter? I would greatly appreciate your help.Thank you in advance.
Business response
11/04/2024
Thank you for the opportunity to respond. Management processed a refund.
Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I reserved 3 sprinter vans, for pickup 11/1/2024 via phone, through enterprise on 10/23/24. On 10/29/2024 i got a call from the local branch ( 11506-A ******************************* 31419-1902) saying they have to cancel my reservation ( **********, **********, and **********) because they overbooked and don't have them available. I was transferred to corporate where I was told they would book pickups in *******, **. I was told that the district manager would look into shipping them here to ********, **. for my inconvenience. I waited a day to hear back, no response. After speaking with corporate again two times, they found no reservation, no notes, and referred me back to the local office **************. I left an escalation report with ***** at **************. The manager ****** ******* told me it's nothing he can do, that the district manager couldn't reach out to other areas to find available vans, and there was no compensation, or smaller vans at reduced price for my inconvenience. This is a very important ride for myself and family. With getting a cancelation SIX DAYS after reservation is a total disaster. Family members booked flights into town, and sent money to pay for the cost of the three sprinters. I never received any calls or emails back after speaking to four separate employees. I think it's wrong to accept the reservation when they were overbooked, to wait SIX DAYS to cancel, and not only not help with finding suitable replacement but give a hard time and attitude while I was pleading for help or an explanation. A nationwide company like this should have better communication, and better commitment to the customer.
Customer response
10/31/2024
11506-A ABERCORN EXPRESSWAY
*****************
Business response
11/05/2024
Thank you for the opportunity to respond. Management reached out to the customer directly to resolve.
Customer response
11/05/2024
Complaint: 22494797

I have reviewed the business' response and am rejecting it because:
Nobody has reached out to me. There hasn't been a resolve or understanding.

Sincerely,

***** ********
Business response
11/05/2024
Management spoke with the customer and were informed that the customer was no longer in need of the vehicles.
Customer response
11/06/2024
Complaint: 22494797

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

I am still in need of vehicle. The response is not true.

Sincerely,

***** ********
Business response
11/18/2024
On 11/15/2024, I reached out to our management team regarding the matter. Management confirmed that they indeed reached out to and spoke with the customer. When contact was established, the customer communicated that they had found another means of transportation and no longer needed the rental. The location reached out to render the service but did not move forward on the customer's accord.

Thank you,

***** *****
Quality Assurance Coordinator
Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Came to the ********************************** (597 Lancaster Bypass E.) to rent a vehicle and was informed that I had to use a credit card for living over a certain mileage from my address. By mistake I gave the young lady my old ID. I recently moved to SC with my daughter. So I actually live in the state now. She became extremely irritated and started letting me know immediately that she wont tolerate attitude when myself and my daughter were simply trying to understand the reason. I let her know that I have a credit card and then she let me know that we would have to wait for the car but because of my "attitude" she will not give me a rental today. I never raised my voice at the manager or acted in a disrespectful manor. I spoke to management and they agreed with the young lady saying I said some "choice words", which I in fact did not.
Business response
11/11/2024
Thank you for the opportunity to respond. Management has spoken with the customer and addressed their concerns.
Initial Complaint
10/30/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi, the issue is that I was charged for damages done to a vehicle from Enterprise when I rented it on 11/20/2023. I had asked for video proof of the car when I had picked it up in *******, yet none was procured. I also had not looked over the vehicle with the agent or taken pictures, yet I'm positive that from my drive I did not incur the damages pictured. The office that I drove to in *********, ******** had cameras that picked up on the scratches. I'd like to know if the ************** also had those scratches in their file. Judging by the Yelp customer reviews of the Ottumwa branch, I'm not surprised, yet am dismayed that I'm facing this challenge. Present day: I am being sent letters from a collection agency for $500 and have not received any proof from the ************** despite having left phone calls and speaking to agents there asking for such.
Customer response
11/02/2024
Hi, thank you for your support. Someone reached out. I wanted to state that I was being charged $500 in damages. It could be that they also pinged my insurance company as well, due to the charges being more.

I will investigate further if they did charge my insurance company and update further. Thank you again for your support. I was an Intern at the BBB of CT many years ago, and I appreciate to be using this service from this perspective.
Business response
11/06/2024
Thank you for the opportunity to respond to this concern. We received this complaint on Thursday October 31st, 2024, and have called and emailed customer to discuss this situation and come to an agreed upon resolution but unfortunately, we are unable to get ahold of this customer. We have left voicemails and sent emails. We hope the customer will return our **** calls or emails.
Customer response
11/06/2024
Hi, thank you for your support. This is almost closed out. They agreed to send me confirmation on being able to drive again using enterprise and to clear me from their collections efforts. Waiting on the confirmation before saying that everything is good.

Unfortunately, they do not have cameras at the location I originally rented from. However, they were kind to avoid me pushing this further by no longer asking for the $500.
Thank you again for your support.
Customer response
11/09/2024
Better Business Bureau:

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

Sincerely,

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

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ComplaintsforEnterprise Rent-A-Car

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