How to Complain to Enterprise

Enterprise Rent-A-Car is the world's largest car rental company. Customers frequently complain about wrongful damage charges after return, hidden fees not disclosed at booking, and charges for insurance that was declined. Under consumer protection law, Enterprise must accurately disclose all charges — a formal complaint letter forces a documented response when customer service fails.

Quick answer

The most effective way to complain to Enterprise is in writing — through its official complaint form or customer-relations email — stating what happened, the exact resolution you want, and a deadline to respond. Cite FTC Act, 15 U.S.C. § 45 and keep a copy. If Enterprise ignores you, escalate to Federal Trade Commission (FTC) or dispute the charge with your credit-card issuer.

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Best way to contact Enterprise

Official complaint form

Put your complaint in writing — it creates a record Enterprise has to answer. Useful channels:

The rental location and branch manager first — escalate the same day if you can
The company's customer-care / billing-dispute form on its official website
Email or postal mail to the company's corporate customer-relations address
The damage-claims department directly, in writing, disputing the specific charge
Your credit-card issuer for a chargeback on disputed or undisclosed charges
Your consumer-protection regulator for misleading fees or damage scams

What to include in your complaint

The stronger your documentation, the harder it is for Enterprise to dismiss your claim. Include:

Rental agreement number and the pickup/return dates and location

The check-out and check-in condition reports (and your own dated photos/video)

Photos or video of the vehicle at pickup AND return, showing fuel level

The final invoice with every fee itemized

Any damage-claim letter or estimate the company sent you

The exact amount you dispute and the resolution you want

Step-by-step: how to complain to Enterprise

Gather your evidence

Collect your booking or confirmation number, dates, the amount in dispute, receipts, photos or screenshots, and a short timeline of what went wrong. Strong documentation is what turns your car rental company complaint from "your word against theirs" into a claim they have to take seriously.

Send a written complaint

Submit a clear, dated complaint in writing through the company's billing-dispute form and the damage-claims department in writing. State what happened, the law or policy that applies, the exact resolution you want (refund, compensation, or reversal), and a reasonable deadline to respond. Keep a copy.

Give them a reasonable deadline

Allow a defined window — typically 14 to 30 days — for a written reply. A deadline in your letter creates a paper trail and removes the "we never received it" excuse.

Escalate internally

If you get no reply or a brush-off, escalate to the customer relations or executive office and reference your original complaint and deadline. Restate your requested resolution and note that you are prepared to take it further.

Escalate externally

Still unresolved? File with your credit-card issuer and consumer-protection regulator, and consider a credit-card chargeback if you paid by card. These external routes are free and put real pressure on the company.

Common reasons people complain about Enterprise

Damage charges for pre-existing damage
Hidden fees not disclosed at booking
Charged for insurance you declined
Wrongful charge after car returned
Reservation not honored at pickup
Fuel charge despite returning full tank

Your rights and possible remedies

You can only be charged for damage you actually caused and for fees clearly disclosed in your agreement. Pre-existing damage, fuel charges when you returned the tank full, and coverage you explicitly declined are all disputable. Time-and-date-stamped photos at pickup and return are your strongest evidence; remedies include reversal of the charge, a refund, and removal from any collections referral.

Laws that may apply

· FTC Act, 15 U.S.C. § 45
· State consumer protection laws
· Provincial consumer protection acts (Canada)

Where to escalate

Complaint letter template for Enterprise

Use this framework as a starting point, then fill in your details — or let ComplainAI write a tailored version that cites the exact laws for your situation.

Dear Enterprise Customer Relations,

Re: [Booking / reference number] — [date of travel or service]

On [date], I experienced the following problem: [briefly describe what
went wrong]. This was not resolved at the time despite [what you did].

Under [the consumer-protection law or regulation that applies], I am
entitled to [refund / compensation / reversal]. I am therefore requesting
[the exact amount and outcome you want] within [14–30] days of this letter.

Enclosed/attached: [booking confirmation, receipts, photos, timeline].

If I do not receive a satisfactory response by [deadline], I will escalate
to [the relevant regulator] and pursue a chargeback and/or small claims
court as appropriate.

Sincerely,
[Your name]
[Contact details]

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When to escalate

If the branch and corporate customer care won't budge, dispute the charge with your credit-card issuer, report misleading fees or damage scams to your consumer-protection regulator or state attorney general, and use small claims court for larger amounts.

Frequently asked questions

How do I complain to Enterprise?

Put your complaint to Enterprise in writing — through its official complaint form, customer-relations email, or a letter — rather than only by phone. State what happened, the resolution you want, and a deadline to respond. A written complaint citing FTC Act, 15 U.S.C. § 45 creates a record Enterprise has to answer.

Can I get my money back from Enterprise?

Often, yes. Under FTC Act, 15 U.S.C. § 45 you have rights when Enterprise wrongly charges you or refuses a refund you're owed. A formal written request is your most effective tool; if Enterprise refuses, you can escalate to Federal Trade Commission (FTC) or dispute the charge with your credit-card issuer.

What should I do if Enterprise ignores my complaint?

If Enterprise misses your deadline or brushes you off, escalate in writing to its customer-relations or executive office, file a complaint with Federal Trade Commission (FTC), and consider a credit-card chargeback or small claims court for the amount owed.

Can I ask Enterprise for compensation?

Yes — where you've suffered a loss Enterprise is responsible for, you can request compensation, a refund, or a credit. Be specific about the amount and attach evidence (receipts, photos, a timeline). Vague requests get vague answers; a precise, documented claim gets results.

Can I dispute a Enterprise charge with my credit card?

If you paid by card and Enterprise charged you for something you didn't authorize, didn't receive, or that wasn't as described, a chargeback through your card issuer is often the fastest route. Keep your written complaint and Enterprise's response as evidence for the dispute.

How long does Enterprise take to respond to a complaint?

Response times vary, but you should set your own reasonable deadline — typically 14 to 30 days — in your written complaint. If Enterprise doesn't reply in that window, that itself becomes grounds to escalate to Federal Trade Commission (FTC).

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ComplainAI generates letter templates based on publicly available consumer-protection laws. This is not legal advice and we are not a law firm. Contact details and channels can change — verify them on Enterprise's official site. For complex matters, consult a licensed attorney.