ComplaintsforEnterprise Rent-A-Car

• Initial Complaint

  10/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to formally dispute the damage claim that has been made against me concerning the vehicle I rented from your ************** ****** on August 10, 2024, under When I made my first stop, within 3 minutes of picking up the vehicle, I noticed two parallel dented lines on the passenger side. This damage was pre-existing at the time of rental.I was recently informed that Enterprise Rent-A-Car has filed a claim against me for $363.15, holding me accountable for the damage I did not cause. This is entirely unjust, as I should not be held responsible for any pre-existing damage to the vehicle.Therefore, I am requesting that you immediately reverse this false claim and cease any further actions or communications regarding this matter. If this issue is not resolved promptly and satisfactorily, I am prepared to take the following steps: Thank you for your immediate attention to this matter. I look forward to a swift resolution.

  rental agreement number 5BY5XM/Claim: 21420018

  Business response

  11/13/2024

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

  Customer response

  11/14/2024

  Complaint: 22493267
  
  I have reviewed the business' response and am rejecting it because:

  I called and spoke to a *** from the Damage Recovery unit-  asking for proof that the car was not damaged prior to my rental. I was told by the *** person that they have camera everywhere and would be able to provide me with proof.  A week or so later I followed up with DRU to request any video they have. I was told that there was NO video to share and that I was still responsible for the damages.  I disputed the damages were done during my time of rental.  

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

  Business response

  11/15/2024

  We have reviewed the complaint brought forward and will not be taking further action at this time.

  Customer response

  11/18/2024

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

  I am requesting proof of the cancelation of the billing invoice ********** and proof of cancellation to *************** Asset ********* has been made.

   
  Sincerely,
  
  ******* *******

• Initial Complaint

  10/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a car this location, and was meant to for two weeks and drop it off in ***** on October 11. The total rental period was from September 28 - October 11.Unfortunately, I had the bad luck to be in ******** ** the week of Hurricane ****** (Oct 7-11). My flight in ***** was cancelled, and as the hurricane approached, I decided I needed to return my rental early. I called Enterprise, and the call centre agent told me no worries, its an exceptional circumstance, you can drop your car off at ****************************************. So I dropped the car off at the airport on the morning of the 9th, as we prepared for ****** to make landfall, ultimately hitting us directly. (Attached is a picture of the car in the lot)Then I was charged $4400 for what should have been a $700 rental. Ive spoken to 4 different call centre agents about this over the past 3 weeks - each one has told me they are escalating with management, and I have yet to receive a single callback or even a hint that this will be resolved. Reservation no: **********

  Customer response

  10/30/2024

  The location is at ******* *********************************************************. Address:

  ******************************
  ************, **, **, 30337

   

  Link: *******************************************************************************************************************

  Customer response

  10/31/2024

  I got a call this morning and they issued a refund and a revised invoice, so you can go ahead and close the complaint. Thanks!

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, 10/18/2024, I reserved a rental car to be picked up at the *************************************   I received an email stating YOUR RESERVATION IS CONFIRMED.  Thank you for your reservation.  Your confirmation number is **********.    
  As per my reservation, I went in to pick up my car at 12:15 on 10/29/24, only to be told that they had tried to call me THREE times about my reservation.   They did not have the economy car I reserved but could UPGRADE me to an SUV for an additional charge.    There are two problems:   modern day cell phones show incoming calls whether answered, ignored, or missed all together.    So it is a verifiable LIE that Enterprise called me at all, much less 3 times.   My call log (and if you doubt that, the phone company) will show  I did not receive any call from Enterprise at any time, much less 3 calls.    The 2nd problem is that at nowhere on my reservation email does it say anything about a pending reservation.    The word CONFIRMED tells me the reservation has been accepted.   I suggested I be given any vehicle they had for the price that was CONFIRMED on my email.   The manager advised this was not possible.   I believe this is a ***** to get more money out of unsuspecting renters because they need the vehicle and have no choice.    And then they LIE about having tried to reach you.    This is poor business practice!

  Business response

  11/11/2024

  Thank you for the opportunity to respond. Management has reached to the customer but left messages as they have been unsuccessful in reaching the customer. They intend to speak with the customer directly.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/24/2024 my car was hit in a storm. I spoke with enterprise on 10/25 and they told me they would not have a car available until Tuesday 10/29/24. I expressed that I would need an a vehicle that fits 6 people as I have children and am the sole transportation provider for my family. I was assured that they would have a larger vehicle for me. When I arrived, they had 3 very small SUVs on the lot that were dirty and did not seem to be in good shape. I picked the best of the 3 and was told that I could easily exchange for a different vehicle at any enterprise in town. They assured me this process would be easy. I live about 45 mins from the enterprise I picked up at and decided to call the airport location. I called a ***** number as the airport location does not have a direct line. I explained that I wanted to exchange the vehicle for something larger to accommodate and she said this can be done easily and she then checked the inventory at the airport and said they had several to choose from. She told me to pull up in the return lane and explain what I needed and they would assist me. I drive 45 mins to the airport location, do exactly as she told me and was greeted by two very rude managers who told me that they have one car that I could swap out for and it was even smaller than the one I currently am in. They basically accused me of lying about calling ahead of time and told me to take the car back to the original location. I called customer service to find out what else could be done and was told a manager would call me. Have not heard a word from anyone. I will be returning the vehicle today and using a different rental company. I was sadly disappointed in every interaction I had with enterprise employees and will never use this company again.

  Customer response

  10/30/2024

  Initial interaction with picking up the rental was at ********************* location, KCMO 

  Airport location was at *********** and involved employees from National rental which they informed me was owned by enterprise

  Business response

  11/05/2024

  Thank you for the opportunity to respond. Management from the location reached out to apologize and see what else could be done. *************** from the airport location will also be reaching out to the customer to discuss the matter. 

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After a recent car rental form Enterprise for our family trip to **, once we returned the car rental as agreed we knew there was going to be toll charges coming from enterprise for us to pay our toll charges. We didn't expect that enterprise uses a third party toll collecting company, we were never made aware of this third party company, so when the charges started be charged to my credit card that we used at enterprise for the car rental, once **** toll charges started hitting my credit card they looked like fraud charges because we did not recgonize the third party company (eca.toll.charges) we were never informed of this thrid party company so my credit card company ***** rejected the charges and after several attempts from this third party company trying to charge our Chase ***** the card was shut down because of these odd looking charges, we immediately calll enterprise locally, enterprise coorporate office and the third part toll company to alert them that due to the odd charges my credit card company has shut down the ***** please send us the toll charges directly and we'll pay the charges. Also we never gave enterprise permission to give our credit card information to a third party company, enterprise was also notified of this misuse of our credit card information. Needless to say ***** calls later, 6-8 continued attempts from this third party toll charge company, even after we have spoken with them multiple times, we have been unable to resolve this issue, no one form enterprise coorporate has called us after we have requested call backs from enterprise to address these issues. We feel we have no choice left but to file a complaint against enterprise!

  Customer response

  10/30/2024

  Please provide the address to the rental location.

  Here is the address you requested for the enterprise location:

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

   

  Customer response

  10/30/2024

  Credit Card
  
  
  Someone tried to use your locked card
  
  We declined a purchase for your card 2627 that was locked per your request.
   
  Here are the transaction details:
  Amount $2.54
  Merchant ERACTOLL 5RSTFH
  Date Oct 26, 2024 
  If anyone else uses this account, their card is also locked. You can unlock the card or order a replacement in the Chase Mobile app or at *********. Information...

   

  
  Someone tried to use your locked card
  
  We declined a purchase for your card 2627 that was locked per your request.
   
  Here are the transaction details:
  Amount $6.00
  Merchant ERACTOLL 5RSTFH
  Date Oct 16, 2024 
  If anyone else uses this account, their card is also locked. You can unlock the card or order a replacement in the Chase Mobile app or at *********.

  Credit Card
  
  
  Someone tried to use your locked card
  
  We declined a purchase for your card 2627 that was locked per your request.
   
  Here are the transaction details:
  Amount $4.00
  Merchant ERACTOLL 5RSTFH
  Date Oct 10, 2024 
  If anyone else uses this account, their card is also locked. You can unlock the card or order a replacement in the Chase Mobile app or at *********.

  Credit Card
  
  
  Someone tried to use your locked card
  
  We declined a purchase for your card 2627 that was locked per your request.
   
  Here are the transaction details:
  Amount $22.00
  Merchant ERACTOLL 5RSTFH
  Date Oct 5, 2024 
  If anyone else uses this account, their card is also locked. You can unlock the card or order a replacement in the Chase Mobile app or at *********.

  Credit Card
  
  
  Someone tried to use your locked card
  
  We declined a purchase for your card 2627 that was locked per your request.
   
  Here are the transaction details:
  Amount $115.54
  Merchant ENTERPRISE RENT-A-CAR
  Date Oct 4, 2024 
  If anyone else uses this account, their card is also locked. You can unlock the card or order a replacement in the Chase Mobile app or at *********.

  Business response

  10/30/2024

  Thank you for the opportunity to respond. Per the company toll guidelines, provided under the ******************************************************** Car rental location Rental 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. This is within approximately 4-6 weeks. Renters who dont have a credit or debit card on file will receive a paper invoice for all toll-related charges. All policy information can be found on our company website at *****************************************************. Car Rental | Enterprise Rent-A-Car or ************************************************************************************************************************************ and *********************** Toll Options | Enterprise Rent-A-Car or *************************************************************************************************** if not hyperlinked. We do apologize for any inconvenience this may have caused the customer.

  Customer response

  10/30/2024

  Complaint: 22486997
  
  I have reviewed the business' response and am rejecting it because: enterprise third party toll company cause us financial difficulties, because the charges on our credit looked fraudulent because they were third party charges, it cause our ***** credit card to be shut down, in turn causing our entire family trip to ******** ** to visit my wife's family, the entire amount of charges pending on our card for this trip we're all rejected, not because of the ***** card but because of the charges being sent to our card from the enterprise toll company ecr.toll, enterprise never informed us of this third party toll company, the store manager told us the toll charges would come from enterprise! Regardless of the policy they say exist, doesn't discount this third party toll company triggered my ***** card company to close that card down and send us a new card because the toll charges looked fraudulent. Enterprise can say what they want, but honestly they caused us to recharge our entire trip to the new card when we received it two weeks later, we were threatened by other vendors because our other charges were all rejected because of this third party toll company, to say the least enterprise should acknowledge the part they played in this and not hide behind policies! I expected them to not own up, they have offered no apologies or anything, .but ****** learned. If a policy is more important than the customer service, it's time for us to end a lot of years of history renting from enterprise! Even after we informed them on multiple occasions to stop trying to charge the old ***** ***** send us the toll charges directly and they will be paid and they are all paid! But this third party toll company has continued to try and charge our old ***** card that's closed! I'll be getting my telephone log from T-Mobile to show that we call enterprise more that 10 times on this issue and we call the toll company more that 6 times to keep explaining this situation over and over again and at no point did enterprise step in on our behalf to ask this toll company to stop trying to charge that old card that was closed and send us the bill directly! I will also download all the ***** emails and all the text messages I hand with the local store manager asking for help with this situation, the email will show where this toll company continued to send charges to this card weeks and weeks after they were asked by us not to send any more charges to this card. It really saddens us that it has come to this when it could have been avoided if enterprise would have stepped informed their third party company to reroute the toll charges! Tomorrow 10-32-2024 I'll be working on uploading all the emails, text messages and phone logs, with dates and times stamps to support the many, many, many times we tried to communicate with enterprise, the store manager and the toll company!
  
  
  
  Sincerely,
  
  ****** *******

  Customer response

  10/30/2024

  Someone tried to use your locked card
  We declined a purchase for your card 2627 that was locked/closed.
   
  Here are the transaction details:
  Amount $4.00 Merchant ERACTOLL 5RSTFH
  DateOct 10, 2024
  
  
  Someone tried to use your locked card
  We declined a purchase for your card 2627 that was closed.
   
  Here are the transaction details:
  Amount $22.00Merchant ERACTOLL 5RSTFHDate Oct 8, 2024
  
  
  Rental Agreement: 5RSTFH
  Pick up Date and Time:  09/18/2024 04:57:00 PM ********************, **, Return Date and Time:  09/23/2024 03:46:00 PM
  ********************, ** Last Name: *******
  Amount paid: $22.00 (USD)
   
  October 10, 2024, Hey just a heads up after more hours on the phone with enterprise customer service and the toll company yesterday we've decided to start the complaint process next level with the BBB and NC attorney general, we gotta get this mess stopped with this third party toll company!
  
  Information...

  Business response

  11/05/2024

  Tolls are charged to the card on file as they are reported by the local toll authorities.  The customer is free to review or dispute these charges, but they are charged in agreeance with the rental agreement that was signed. No further action will be taken at this time. 

  Customer response

  11/06/2024

  Complaint: 22486997
  
  I have reviewed the business' response and am rejecting it because: it's not the toll charges that are in question, the issue is that enterprise after being notified multiple times that the cards on file were shut down due to fraudulent charges but enterprise keeps sending charges to closed cards and enterprise will not remove the shut down carss from their files!
  See email attempts below to resolve the card removal issue:

  is addressed. Any review, retransmission, dissemination to unauthorized persons or other use of the original message and any attachments is strictly prohibited. If you received this electronic transmission in error, please reply to the above-referenced sender about the error and permanently delete this message without making a copy. Thank you for your cooperation.
  This email is a service from Consumer Collections via Enterprise Holdings. Delivered by Zendesk
  [0GD714-YM271]
  [0GD714-YM271]
  
  Sincerely,
  
  ****** *******

  Customer response

  11/06/2024

  Please see attached documents showing all the attempts Enterprise tried to make on our ***** card even after we notified them on multiple occassions that the card was closed due to fradulent activity. Also see attached emails where we've been discussiong with enterprise to try and resolve removing the closed card from their file, they still refuse to remove a closed credit from the enterprise file.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On August 17, 2024, I filed a complaint with the headquarters of Enterprise Rental Car. I have not heard from this company regarding resolution. It appears I am getting the runaround with the *********************** ************, and ********************** Rental Car in ********, **. ************. I reported to Discover Card my willing to pay half of a bill of ******** for rental car serviced from July/29-August 16/2024. The car had a maintenance problem and Enterprise Rental Car ******, ** would not switch out for another vehicle. I was told to take it to Tire's Choice Canton, **. This service did not take the car into the garage, but looked at it on the parking lot. I had to leave a funeral in order to get this car looked at. My safety at risk. ******* ******, Branch Manager at the ********************** location in ********, **. I asked to speak with the her boss name ******. I have not received a callback regarding this matter.

  Business response

  10/30/2024

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

  Customer response

  11/15/2024

  Thank you, BBB.  The issue has been resolved.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been renting from this enterprise rental facility for at least the last 6 months with no problem using a debit card. I have rented in the past for several months also which is viewed on my enterprise plus member account. I have spent thousands of dollars and accumulated rewards points that can be used to pay for daily rental. All of a sudden enterprise is asking me for proof of utilities bills to rent and the utilities bill is not in my name. I dont have a credit card thats why I was using my debit card. The way enterprise has treated me as a customer in these last few days is not customer service. Clearly ******************** only cares about money and not the customer. I would like my rewards points returned to me in cash since enterprise is making it difficult to rent with them all of a sudden.

  Customer response

  10/30/2024

  Enterprise Rental address is

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

  Business response

  11/05/2024

  Thank you for the opportunity to respond. *************** is attempting to contact the customer to discuss the matter further.  Debit cards require additional bills for verification per our underwriting guidelines.  These policies can be found on our website. 

  Customer response

  11/05/2024

  Complaint: 22486072
  
  I have reviewed the business' response and am rejecting it because:
  
  I spent thousands of dollars renting without having to show utilities bills every time I renewed a rental and after 6 months or so enterprise wants to ask for a utility bill. Thats not how you conduct business. I would like the remainder of my rewards in cash 
  
  Sincerely,
  
  Joeantter Green

  Business response

  11/05/2024

  We have reviewed the complaint brought forward and will not be taking further action at this time.
  

  Customer response

  11/06/2024

  Complaint: 22486072
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  Joeantter Green

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an insurance claim through **** and was told to get my rental through Enterprise, Ive had nothing but issues, rude and racist customer service from ********************** located at *************************************************** *********, ** and ************************************************************************* Theyve cancelled numerous reservations that was submitted by our insurance, they advised me to call a number to handle a previous issue which was done and they sent a confirmation email but both locations have been less than helpful and unwilling to assist and unprofessional and according to our insurance, they are contracted with Enterprise and they have added notes for them to assist which both locations have ignored! Weve been hung up on numerous times when we ask for corporates number to file a complaint! This experience is unacceptable and a bad representation of Enterprise! A representative even stated good luck with your complaint and then hung up!

  Business response

  11/05/2024

  Thank you for the opportunity to respond. The area manager scheduled this customer and gave them a free upgrade. They started their rental period on 10/29, and the area manager followed up on 10/30

  Customer response

  11/05/2024

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

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a vehicle at *********** on 6-27-24 They put us in a Kia ******* which we had to return right away because something was disconnected from the outside of the windshield. We were then put in a Highlander and on our way. We returned the vehicle on 7-1-24, looked over and checked out by the supervisor himself. All was well nothing wrong upon returning the vehicle. Fast forward today i have received a bogus claim for damage that i can't even make out because it's small and blurry on the paper. It's something about tires is all i know. The so called service paper has a date of 9-19-24. We did not cause any damage to the vehicle whatsoever. They have down 4 tires replaced. Really huh! No way i would drive around in a vehicle with messed up tires. Just like we brought back the 1st vehicle because of damage, the 2nd would've been returned. Out of all my yrs of renting from enterprise nothing like this has ever happened. I received no PROOF that we damaged anything just assumptions. They need to go after the previous or following renter and stop trying to put the blame on us. All i know is they could've damaged it themselves after we dropped it off. I certainly would've given them a call if anything that significant occured. As i stated the supervisor himself checked over the vehicle afterward. It's complete c*** that they can blame anyone to try and get a dime. Not on my watch, i won't be paying for damage that didn't occur in our procession. I surely will get legal counsel if need be. I won't be ripped off.

  Business response

  11/05/2024

  Thank you for the opportunity to respond. Management spoke with the customer and closed the claim. 

  Customer response

  11/05/2024

  
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The reservation with Enterprise Rent-A-Car, located at *****************************************, was made on May 30, 2024, for pickup at that location on September 4, 2024.The rental estimate was $1,048.37 for a full-sized sedan, but we were charged $1,218.07 for a compact car. Weve been told by Enterprise personnel that we were definitely overcharged for the vehicle they provided, and a refund is due us. However, a supervisor must approve it.Enterprise was to provide us with a full-sized car, similar to a ***** Malibu. However, they did not have one available, even with the reservation being made 3 months in advance.Enterprise first provided us with a ********** Mirage, an economy-sized vehicle that was too small for my husband who is over 6 feet tall. We contacted the corporate office to see if they could assist us, since the local office refused to help us. We were told to return to the ************ location the next morning, before leaving for vacation, and a full-sized vehicle would be waiting for us. When we arrived on September 5, 2024, the only car available was a ****** Corolla, which was out of inspection and had a cracked windshield and was still smaller than what was reserved. We didnt want to compromise our vacation plans, so we reluctantly accepted the car that was available. We want to dispute the overcharge as well as seek compensation for having to return to Enterprise the following day to exchange cars and for providing us with a vehicle with an expired inspection.We have reached out to Enterprise numerous times. Employees answering the phone are sympathetic and apologize each time, but no one in authority has ever returned our calls. This pattern has been repeated for more than a month now. We have more details to provided, but with limited space we had to summarize.

  Business response

  10/30/2024

  Thank you for the opportunity to respond. Management reached out to the customer, processed a refund, and provided an updated invoice.

  Customer response

  10/30/2024

  Complaint: 22484628
  
  I have reviewed the business' response and am rejecting it because:
  

  Although I am pleased to see a response from Enterprise, they havent actually reached out to us. They did recalculate our charges and issued a credit. However, I believe the charge for the extra day,September 4, 2024, of $76.23 should be credited also, as we had to return to the establishment on September 5, 2024, to exchange that vehicle that we werent able to use. I am not asking for compensation for the fact that we were rented a defective car or the time and effort weve expended trying to resolve this dispute, so I feel my request is reasonable
  

  Sincerely,
  
  ****** ******** Jr

*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. ↩