We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Auto Rentals and Leasing

Enterprise Rent Car Ltd.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

This profile includes complaints for Enterprise Rent Car Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Enterprise Rent Car Ltd. has 22 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/06/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is a previous issue that has not been fully resolved by the company. They falsely reported to the credit bureau that I had an outstanding balance without even attempting to contact me after failing to confirm the issues with myself or the insurance company.

    • Initial Complaint

      Date:29/05/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On January 16, 2024 I, Leona ********, rented a vehicle from Enterprise Rent-A-Car at 2195 Pembina Hwy (claim #********). Upon rental of the vehicle I was offered to pay extra per day for a special insurance, otherwise I would have a standard basic MPI insurance coverage at a $****** deductible through enterprise. I declined the extra insurance and acknowledged that I was given a basic insurance. While I had the vehicle over a 30 day period we had a stone fly into the wind shield resulting in the wind shield needing replacement. I was charged the $****** deductible by the Enterprise location at 2195 Pembina Hwy. when I returned the vehicle. Months later I received a bill for $****** ***** ********* for the rest of the cost for the wind shield replacement from the damage recovery department in Toronto. I immediately called the location I rented from to inquire about how the basic insurance didn't cover the cost. They told me they were confused and it should have covered the repair. I called MPI to verify that if a claim was made it would be covered. They confirmed that if I was offered basic insurance that wind shield replacement would be a deductible of $******. They also confirmed that renting a vehicle without insurance is illegal. I immediately made a phone call to Anna ****** at Enterprise damage recovery unit and I was met with interruption and rudeness. I was told that this would be sent to collections for non-payment with no real explanation as to how they rent vehicles to people without insurance coverage. I received a final notice from her and that's when I called again asking for an explanation as to why the location I rented from told me I was covered after I paid the deductible and she still billed me for the remainder of the wind shield replacement cost. She interrupted me and, was again, rude and told me I could pay online for my bill or it would be sent to collections. I paid the bill (******* ********) as having something go to collections would affect my credit. My desired resolution here would be getting a full refund for the unexplained bill of $****** from Enterprise Rent-A-Car Damage Recovery Unit claim #********. * ***** **** **** **** *** ** ****** ** ****** **** ** *** ******* ****** **** ** ******* *** **** **** * ******* ******* ********* ******** ** *** ******** ** ********. I was never told I had to go insure this vehicle or I would have. **** **** **** ** * *** **** ** ******** *** ***** ** *** ** * ***** *** *** *** ******** ** *** ******** ****** ********** ** ********  

    • Initial Complaint

      Date:30/05/2023

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had rented a vehicle from Enterprise through MPI. When I returned the vehicle, I had damaged the front of the vehicle on a snow bank. I did not get the insurance, so Enterprise had charged me the deductible of $**** which I paid. After the vehicle was repaired, Enterprise sent me a further bill for over $***. I did some research and discovered that they are allowed to request funds for loss of use of the vehicle, however, they were asking for diminishment of value and administration fees on top of the loss of use. The total value of the loss of use, as per the invoice they sent me, is $***** plus GST, which is $******. I have repeatedly told Enterprise that they may not try to seek additional funds. They refuse to stop contacting me and have sent my account to a collection agency. I have sent the $****** to the collection agency and told them that further communication would constitute harassment. The collection agency told me that they cannot stop until Enterprise tells them to. Enterprise has received all the amounts that they legally entitled to receive and requesting more ** * *****

    • Initial Complaint

      Date:15/02/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On November 22 I got a rental vehicle from Enterprise rent a car ** ******** ** while MPI was assessing the damage to my car that had been in an accident. I had loss of use coverage for my car so I did not have to pay for the rental. When I was getting my rental vehicle, they asked if I would like to purchase additional coverage for the vehicle. They explained to me that, if I were to be in an accident, it would be a $*** deductible for the damage without the extra coverage. I decided to go without the extra coverage they offered. on December 9 the vehicle was in an accident with a deer, doing damage to the front passenger side. I reported the accident to Enterprise the following Monday and returned it later that day. they told me they would be in contact once they sort things out MPI and the repairs. On January 17 Enterprise emailed me a Bill for $*******. It consisted of the $*** deductible + $***** tax, a $** Admin fee, a $*** loss of use fee, and a $******* + $****** diminishment of value fee. At first I thought it must have been a mistake since at the rental shop they made no mention of any other charges in the event of an accident, only the deductible. I called enterprise and asked why I wasn't told about the other possible charges, and their answer was that the people who work at the rental shops don't understand how it works and that those charges are in there as well. They explained to me where it states that in the rental agreement, a document they send me to sign the day AFTER I had already opted out of additional coverage. They told me to get in touch with MPI to see if they cover any of it, but I did not have Coverage through them as I was not aware at the time that I could've purchased coverage with MPI and not Enterprise. I don't consider these extra fees to be fair, nor do I appreciate them not making their customers aware of the extra charges in the case of an accident.

    Enterprise Rent Car Ltd. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.