ComplaintsforEnterprise Rent-A-Car
Auto Rentals and Leasing
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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/17/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
When rented the car was filthy. I was hospitalized on June 5th. While in intensive care the rental with all my belongings was stolen. After leaving the hospital I exhausted was lucky enough to recover the car. Of course I wasn't so lucky on recovering my things. The car was insured 100%. When returned we noticed the tires weren't the same. So the ignorant manager kept my deposit and then blackballed me from renting another care. Then had me file a police report stating he would refund me then. Once done doing his job he refused. Said I had to get my money from whoever stole the car. It's not my job because I don't own the car. This occurred on June 6, 2021 and complained to company on June 10, 2021.Business response
11/23/2021
With respect to this customer-initiated concern regarding their rental (3JGXL2) from 6/3/21-6/10/21, the rental, facts of loss, and repair history have been reviewed.
During the customer's rental period, the customer claimed the rental vehicle was stolen after he failed to secure the keys. The customer subsequently recovered the rental vehicle on his own prior to returning it. At the time of return, the staff made the customer aware of a change in condition as all four tires on the vehicle had been replaced with older tires that were not an approved brand and were heavily worn. The staff then advised the customer that all 4 tires would need to be replaced prior to the next rental and he would be responsible for that cost per the terms and conditions of the rental agreement.
The branch then advised the customer that the initial deposit would not be refunded in order to cover the cost of the tire replacement. A maintenance charge was included as a line item on his receipt for that expense. The vehicle then went to an approved tire vendor and all four tires were replaced.
The customer filed a complaint with our customer service team about being held responsible for the tires because he believed they were taken during the time he had personally lost control of the vehicle. The Area Rental Manager spoke with the customer and reminded him of his contractual responsibility for any change of condition to the vehicle that occurred during his rental period.
Based on these facts, it has been determined that the customer was appropriately held responsible for the tire replacement and his initial deposit was applied to offset that cost.Business response
11/23/2021
Business supplied email: ***********************
Use this address for this or any future complaints, but nothing elseCustomer response
11/23/2021
(The consumer indicated he/she DID NOT accept the response from the business.)
The vehicle was stolen and I never lost control of such vehicle. The car was fully covered with insurance and Enterprise Car Rental has lied repeatedly about such incident. Yes I was able to recover such vehicle and I should not be responsible for Enterprises lack of responsibility.Initial Complaint
09/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Enterprise gave me a stolen rental car and me and my son was harassed and threaten by the police department and I have PTSD then they were suppose to waive all my fees and return my full deposit and give me free rentals .Then The manger and the staff at the office refused to address the issue and Im waiting for Corprate to reach out and a Regional manger they even took more money from me.Initial Complaint
09/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Called and made reservations, once I was at branch, they had no reservations under my name. Had to make new reservations at the counter. They no longer had the car I had originally made reservations for. Had to pay more for a larger SUV. Upon returning the vehicle, I was charged a ****** smoking cleaning fee. Although, when I picked up the vehicle it was filthy and not cleaned from prior renter. During a pandemic, a car should be fully cleaned between use. This is not how you run a business and unfair to paying customers to be charged and accused of smoking in a vehicle which was clearly dirty prior to me renting. This is stealing.Business response
09/17/2021
Can you please inform the customer that the Area Manager will be reaching out to her.
Thank you,
*******************
Enterprise Holdings.
Initial Complaint
09/16/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Called and made reservations, once I was at branch, they had no reservations under my name. Had to make new reservations at the counter. They no longer had the car I had originally made reservations for. Had to pay more for a larger SUV. Upon returning the vehicle, I was charged a ****** smoking cleaning fee. Although, when I picked up the vehicle it was filthy and not cleaned from prior renter. During a pandemic, a car should be fully cleaned between use. This is not how you run a business and unfair to paying customers to be charged and accused of smoking in a vehicle which was clearly dirty prior to me renting. This is stealing.Business response
09/16/2021
Hello, Can you please provide your rental agreement number and location you rented from so we can direct your complaint to the correct office? Thank you!Initial Complaint
09/16/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
******************* ( the branch manager) from enterprise rental gave me 2 cars .The guy is cocky and rude he did not show me how to use the first car a electric hybrid he is giving me a attitude when I asked how things worked .This was in the middle of a heat way in ********* me my wife and child took the car home .we had the car for about a month the car trunk didnt open and the car took 15 to ********************************* the middle of a heat wave I took the car back and ******************* (the branch manager) gave me a attitude on how the car works again. They gave me a new car that had all kinds of marks and scratches all over it it came from another state .The guy gives me a attitude again about how the new car works .After about 2 months with both cars I took the new car back and they accused me of a dent in the car that was on the car when I got the car .I want my money back for the car rental for 2 months I had the cars this is unacceptable !Business response
09/27/2021
Area manager has attempted to speak with customer regarding. Has left voice mail and awaiting to speak with customer.Initial Complaint
09/16/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I rented a vehicle from Enterprise Lauderhill on 9/5 which was a Sunday when I got home the oil change light came on.. 9/6 was Memorial Day and enterprise was closed so I paid $80 for an oil change for their vehicle and now they don't want to reimburse me my $80. Please see attachment for receiptsInitial Complaint
09/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This location has the worst customer service imaginable, and the behavior of the staff as proven that they are fraudulent. I had an appointment with this location after getting into a car accident. Reservation # z19knv. I have had to report them to corporate twice because of an individual harassing me. This harassment is because I declined to pay a fee every couple of days for the additional insurance, but instead to pay it all at once at the end. This went so far as to fraudulently charge my debit card for an amount equaling $200.36. I know from this is not Enterprise's policy to request payment this frequently for an add on.Customer response
09/17/2021
The address is incorrect the location mentioned in the complaint is
***************************
**********************Business response
10/19/2021
****************** chose to take our protections during the rental process and per our contract, she is responsible for staying up on charges and deposits. We courtesy called the customer each time the rental was extended by her insurance company to extend her deposit. Customer asked us not to contact her anymore but she had a financial obligation to keep rental current. I contacted the customer and offered options such as removing the protection or paying ahead to prevent multiple calls and she declined both options and said she would only pay at the end. This is not an option and customer was made aware by multiple employees. I sent the customer verbiage she signed stating "I the "Renter" signing below, have read and agree to the terms and conditions in the rental jacket. By signing below, I am authorizing owner to charge to the credit card(s) and/or debit cards(s) that I have provided to owner all amounts owed by me under this agreement for advance deposits, incremental authorizations/deposits, and any other amounts owed by me..."
Customer's only customer service complaint was the number of calls she received. Professionalism and conversations with the customer were to **********************'s unwavering customer service standard.Customer response
10/20/2021
(The consumer indicated he/she DID NOT accept the response from the business.)
The information provided is incorrect. My primary complaint was and still is that this location did not follow policy. The ******************* was rude and exhibited predatory behavior all in the sake of making a sale. The hyperlink section which is being referred to is an agreement to pay( which I did at the time of drop off). Not an invite to harass, threaten, and attempt to manipulate. This location has extremely p*** customer service, and poor leadership. ******* continued to call, and text me inappropriately regarding the issue. Once I asked him to produce written policy to what he was asking he could not. Instead stating to me that it isn't the type of policy written out. I have confirmed multiple times that this is not Enterprise's policy. Furthermore, the price of the actual rental car was paid for by the insurance company, so this level of harassment was for a SALE. I have attached an email from corporate to display this directly below:
Dear ******************,
Thank you for contacting Enterprise regarding your request. My name is **************** I will be happy to help you today.
The total estimated cost of the rental, including additional protections and deposit are due at the time of pickup.
This information can be found on the Enterprise Car Rental website by selecting a location and clicking ******************* / POLICIES" in the top right corner and choosing from the policies listed on the left-hand side.Business response
11/05/2021
Enterprise rental jackets with terms and conditions and contracts state all charges incurred must be paid in advance. Notes in the contract state the customer was called each time the rental was extended by the third party (insurance company paying for the Daily Rate of the vehicle). Customer wanted to pay her portion of the charges at the end of the rental period. This request is against Enterprise's company policy and the contractual agreement the customer signed. Manager's attempts at collecting payment by contacting the customer are notated in the ticket.Initial Complaint
09/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In June of 2021, we rented a van for several days. The same day we got home, we noticed a crack in the windshield and called to report this. When we returned the vehicle on 6/18 we reported this again and was told we were responsible for the replacement. While in the dealership, in front of the attendant, we confirmed with our car insurance company that there was a ZERO deductible for windshield replacements in *******. We gave the insurance information. I am continuing to get bills from Enterprise saying we owe $182.60. I've tried several times back and forth to resolve this to no avail. Every time we follow-up, they say there is no record in the system. We want this resolved and the balance cancelled due to both Enterprise and ******** (at the time, now Allstate) confirmation that there was zero deductible.Initial Complaint
09/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I tried to make a reservation with Enterprise on ************************************* via Progressive. I was in a large accident and dont have a car. I called on 09.02.2021 to make a reservation for my claim. I spoke to who I believe was a guy named ****. He said since it was Labor Day weekend but could get me in next Tues or Wed. I was extremely understanding and felt I was going to get a car on those days like I was told.I call Tuesday to talk to **** and he says Wed. I then call again Tues evening and another employee tells me I wasn't on the books at all and wasn't set to get a car. He sets me up for Thurs. I call the next morning and get **** again. Who says my date is now Friday and only consents to the agreed Thursday date after I get upset. Then I ask him why he couldn't schedule me for Thurs, or Wed or Tues. He was very snark and un helpful. When I was hanging up I said 'explicit morons'. To which I am now banned. I do apologize for my language. But this bannable for life?Business response
09/23/2021
Customer was contacted and discussed incident with Area Manager of this location. Area manager is understanding of customer's frustrations regarding vehicle availability. In reference to the explicate comment made by customer toward branch employee, customer was made aware and acknowledged zero tolerance policy for customer's degrading employees in any situation. Customer and area manager came to an understanding and resolution that do not rent status will remain until his account can be reviewed again in the future.
Initial Complaint
09/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was taking my vehicle to the repair shop 9/7 and my insurance had a rental on reserve. I set up a pickup time with the Enterprise on *****************, MS at 9am or latest 9:30am. I was informed it was a 30 minute wait for pickup and to call as soon as I arrived at the shop. I arrived at the shop at made 3 calls where I was hung up on. The 4th call they said someone would call before leaving. I got a call at 9:26 but no came for 1 hour. I called again and finally was picked up around 10:50. The first vehicle they assigned to me was saturated in ciggs smoke ********* the next vehicle exchanged the following day for transmission and stalling (Passat), the next vehicle was traded the same day for shaking(Kia), and attempted to exchange the next vehicle (Kia ***** due to stalling multiple times on 9/11. I was informed there are no vehicles and I would have to miss work on Monday to exchange. The website showed vehicles available. I have spent 6-8 hours of my work day at a Enterprise.Business response
09/15/2021
The branch is taking a new car to the customers house and swap her out of the car that is giving her trouble.
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Customer Complaints Summary
3,689 total complaints in the last 3 years.
1,606 complaints closed in the last 12 months.