ComplaintsforEnterprise Truck Rental

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I returned my vehicle before the drop off time if 8am at the ************************************* in ********** at 5:30am on 7/30 because I was flying back home to ******** at 7:05am on Southwest. I literally get charged the next day at 5:00 pm CST and they say I have a car that was parked a few spaces down on their lot with the keys dropped in the drop box. Unacceptable as I want my 300 back this company took from me for a vehicle I don't have and is on their lot and I'm in ******** where I live. How do they not check their lot for a whole day or the drop box. How do they just take someone's money.

  Business response

  08/02/2024

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

  Customer response

  08/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was renting commercial box truck from Enterprise for a while and during the rental time I was paying escrow. That escrow reached $5,500. When I returned the truck and asked for my escrow. After 6 months they finally sent me a check of $3,200. When I asked why it is lower and where is the rest. The $2,300. They said claim. I have paid every claim off. When I asked to give me a a breakdown of these claims. I haven't received anything from them. They have stolen my money. Please help me get the rest of my escrow. Thank you

  Customer response

  06/18/2024

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

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

  Business response

  07/05/2024

  Thank you for the opportunity to respond. The escrow refund has been sent.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a rental car from enterprise because my vehicle was in the shop getting fixed through my insurance company at the time I returned the rental at the **** dealership on 10-10-23 at 9am and picked up my vehicle enterprise called me on 10-13-23 saying I messed up their driver side door and Im held responsible but the door wasnt messed up when I had the Jeep in my possession they waited 3days to call me after I dropped the vehicle off now they tried to *** my insurance provider and now myself putting a $214.46 bill on my credit report and saying I cant rent cars from them anymore I never had a problem with them before I feel this is consumer fraud because when I dropped the vehicle off it was in perfect order but now they saying I messed it up that Jeep Cherokee and responsible how can this be the case when I dropped it off 3 days prior with no physical damage. I took photos before and after I dropped the vehicle off.

  Business response

  02/12/2024

  Thank you for the opportunity to respond. Management has attempted to contact the customer.  A message was left.  They have been removed from renter suspension, and no balance was billed to the customer. 

  Business response

  02/13/2024

  Attached is additional documentation from our DRU.

• Initial Complaint

  01/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  enterprise rental-carmel, in location provided me with three successive defective mechanical vehicles. they refuse to admit liability.

  Customer response

  01/29/2024

  LOCATION INVOLVED:

   *******************

  Carmel Indiana  46032

  Customer response

  05/30/2024

  three defective rental cars issued by ******, in office thelast six months of 2003. they fail to check out vehicles for safety. 

  Customer response

  05/31/2024

  I am seeking a complete refund for the rental in the amount of $1000.00

  Business response

  06/20/2024

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

  Customer response

  07/01/2024

  The matter has not bee resolved. Enterprise never responded to your letter which shows how little they respect your organization.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved a truck online (confirmation #**********) for rental from Enterprise Truck Rental, located at ***************************************. The truck was scheduled to be rented on 12/12/2023. At 12:46 PM on 12/12/2023, I received a telephone call from Enterprise (phone number ************) regarding the reservation. During the call, the representitive told me that I would be required to have a valid California Drivers' License in order to rent the vehicle. I informed him that I was recently issued a Florida driver's license because I reside in ********** and *******, and I had been a long time customer at **********************. At that time he told me that he would not be able to rent to me because I had an out of state drivers' license, and that his location had been having too many problems with renters from out of state. He refused to rent to me.

   

  LOCATION INVOLVED:

  ENTERPRISE TRUCK RENTAL

  Address: **************************************

  Phone: **************

  Business response

  02/05/2024

  Thank you for your patience, this complaint requires further investigation from our organization. Our Management team will be in contact with the Customer directly as soon as we can provide more information.

  Customer response

  02/05/2024

  Complaint: 21040291
  
  I am rejecting this response because: Enterprise does not appear to be taking this matter seriously. The company has not made any effort to reach out to me since this complaint was filed in December. 
  
  
  Sincerely,
  
  ***********************************

  Business response

  05/29/2024

  Management reached to the customer and provided contact information to discuss further with the customer

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Location Addre** i* **** * ****** * *** *, ****, ** ***** I rented a dually truck and the break* were grinding. I took the car to the *hop. They wanted to tow me to the neare*t *hop that wa* 300 mile* away. I wa* out of town they wanted to take two day* from my trip. I paid $460.00 to get the break* and pad*. I had already paid for the rental and now they will not reimbur*e me the $460.00. The car wa* un*afe to drive. I took the car to Hill Top Tire LLC, in *pringfield CO. ************. Thi* wa* on 11/16/2023. I have the invoice and the auto *hop talked with them on the phone. *o, whomever in*pected the vehicle dropped the ball before I got the car. I would like to be reimbur*ed $460.00.

  Business response

  12/20/2023

  Thank you for the opportunity to re*pond. Management wa* able to *peak with the cu*tomer and di*cu** compen*ation.&nb*p;

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Enterprise commercial truck of *************** is holding my title past the policy of 7 days. Refuses to give me the direct contact to titling for enterprise and continues to lie saying that he will provide a tracking number. I was told it would be sent out Friday or Monday. We purchased and funded the company 11/3/23 the money showed 11/6/23 .here it is 11/15/23 I still don't have my paperwork processed. I have patiently waited and made contact with *************** the seller. And he has done nothing but strung me along. Their policy says 7 days. At thus point I will not do business with them . Once they get your money they could care less

   

  LOCATION INVOLVED:

  ENTERPRISE RENT A CAR

  Address: ************************************

  Phone: **************

  Business response

  12/04/2023

  Thank you for the opportunity to respond. The customer was notified that we do not release titles until after 7 days due to buyback policy.  Car Sales Admin sent the document on day 9.  

  Customer response

  12/04/2023

  Complaint: 20873580
  
  I am rejecting this response because:
  They purposely didn't send it out they made me wait more than 7 days.  I'm not letting it go it needs to go on their rating because when it was the 7 business day they lied like it had been done and it wasn't. 
  
  
  Sincerely,
  
  *********************

  Business response

  12/07/2023

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

  Business response

  12/07/2023

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

• Initial Complaint

  08/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  TO BETTER BUSINESS BUREAU

   

  I, ******* ***** AM WRITING THIS LETTER TO FILE COMPLAINT AGAINST ENTERPRISE RENTAL LOCATED IN PARIS TX. ************* **** ******** *** *****

  I HAD RENTAL FROM THIS OFFICE STARTING ON JULY 10-AUG, 8, 2023 WHICH WAS PAID THRU MY AUTO INSURANCE FOR 30 DAYS. ON JULY 10.2023 THE EMPLOYEE

  THAT WAITED ON ME TOLD ME I HAD TO HAVE CREDIT CARD TO PUT DEPOSIT OF $50.00 WHICH WOULD BE REFUNDAGLE WHEN RENTAL WAS RETURNED. I AUTHORIZED

  THIS ONE TIME DEPOSIT TIL RENTAL WAS RETURNED AND IT WOULD BE REFUNDABLE. AUG. 8, 2023, I RETURNED THE RENTAL AND @ THIS TIME A DIFFERENT EMPLOYEE

  INSPECTED THE RENTAL AND HE COME BACK INSIDE AND TOLD ME I WAS GOOD TO GO. ON AUG 9TH, 2023, I RECEIVED EMAIL WITH EXTRA CHARGES ON MY STATEMENT.

  THE CHARGES I DIDN'T AUTHORIZE AND I KNEW NOTHING ABOUT IT UNTIL I RECEIVED EMAIL W/RECEIPT.  I TRIED CALLING ENTERPRISE ON AUG 9, 2023 TO ASK ABOUT

  THE OVERCHARGE BUT NO ANSWER.  I WAS OVERCHARGED $275.49 WHICH WERE

  Business response

  09/01/2023

  Thank you for the opportunity to respond. Management called ******** *****.   Hartford Insurance was contracted to pay $20 a day towards the rental car.  We put her in the cheapest car we have which is contracted through Hartford at $25.24 a day.  The total charges for Ms. ***** was $275.49.  
  
  We spoke with Ms. ***** and informed her we will process a refund as a courtesy for this situation.
  
  
  

  Customer response

  09/12/2023

  I have not received the $50 refund because my credit card number changed.  The $50 is not acceptable to me because they didn't tell me in advance how much the rental car was going to be and that it was over the daily amount.  The ended up charging me $275.40 which I want a refund on.  

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned a cargo van on 7/20/2022 and put a small scratch on the right rear panel as I pulled into an Enterprise parking space due to a small bollard in the space. The one small scratch was recorded and photographed by Enterprise. The turn-in mileage was ******. On 9/22/2022 (about two months after I returned the van) Enterprise sent me a letter demanding $3,018.79. They provided an estimate from a repair facility that noted the mileage was ****** (***** more than when I turned the van in) and included photos and a list of damage to the side loading door, pillars, rocker, floor, and unibody frame. Enterprise has refused all requests for information about rentals, in/out damages, and photos in the two months/*****miles subsequent to my return of the van. It is clear from Enterprise's own record of damage and photo of the one small scratch that the damages for which Enterprise is billing me (side loading door, pillars, rocker, floor, and unibody frame) were not caused by me, occurred in the two months/***** miles following my return of the van, and that these extensive damages to the right side of the van are over the one small scratch that I put on the van.Enterprise's damage recovery agent, ***********************, has not responded to my requests to discuss the rental records subsequent to my turn-in and simply stated to my insurer that I had caused all of the damage to the side loading door, pillars, rocker, floor, and unibody frame. Although my insurer challenged Enterprise's claim, Enterprise declined to provide information to them about rentals, in/out damages, and photos in the two months subsequent to my return of the van. Since I have no access to any rental records or information about activity in the two months/***** miles following my turn-in, neither my insurer nor I can disprove the negative put forth by Enterprise. Enterprise turned the matter over to a collection agency, my insurance rates have doubled, and my credit score is in jeopardy.

  Business response

  04/17/2023

  Thank you for the opportunity to respond.  Here is the response from our Area Manager:

  "After reviewing the claim, we have discovered there was an error in the claim process that held the wrong customer accountable. I have spoke to the customer and gave him the news that his issue has been resolved, and any money he has paid will be refunded in a timely fashion. Additionally, we will be reaching out to his insurance company to let them know his rates should not be increased due to this error."

  Customer response

  04/28/2023

  Thank you.  The complaint has been resolved.  I very much appreciate BBB handling and resolving this complaint.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rental Agreement ******* received a email notification that the following contract a balance was owed in the amount of $3222.28 on February 3rd, 2023. The balance owed was paid back in December 2022, with ******* ******** ** ********. The past due amount $1611.14 was paid on 12/23/22 and remaining balance was 12/30 $1611.14. I am being advise by your collections department that these payments were never received. I have proof that office manager removed the payments from my account and the payment were supposed to be applied and corporate was aware of situation. The balance of $3222.28 was chargedback to the amex due to two charges were added to account being charged two months in a row instead of one. The rep in the office told me that the amount was for preauthorization hold that information was given to credit card company and the amount was chargedback, but was really happened she charged two months back to back for September 2022 and October 2022 did not informed me until after the fact. I called over the phone on 2/9/23 to make a make complaint with the corporate office ************ and when I called back to check status of ticket placed I was told no such ticket was created and I am added to the do not rent list until further notice. After making an complaint today I received the following case number:******************** **** 2.15.23, I want this issue resolve immediately, March 2023 will make it a year since I start my trucking company and I am self funding this business and this is not fair how you all are treating as a well paying customer and trying to stay in business with you all for long term. Please respond back immediately to resolve this issue.

  Business response

  03/15/2023

  Customer was contacted and was informed that she was not sent to collections and made aware that her bank had not released her authorizations and customer assumed that she was billed twice and charged back the portion that she actually owed.  The confusion has since been handled on the branch level and customer is aware of the final balance owed.  Customer has also been explained mileage charges and due to miles that she places on units is not eligible for lower per mile charge.  Customer is aware and acknowledges pricing and has since gone into branch to rewrite and renew contracts.  Customer is completely satisfied with service.

*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. ↩