{"id":"enterprise","page":"https://escalate.alexgaoth.com/#/c/enterprise","html":"https://escalate.alexgaoth.com/c/enterprise/","generated":"2026-10-15","company":{"id":"enterprise","name":"Enterprise Mobility (Enterprise Rent-A-Car, National, Alamo)","aliases":["enterprise rent-a-car","enterprise rent a car","enterprise holdings","national car rental","alamo","alamo rent a car"],"sector":"car_rental","website":"https://www.enterprise.com","account_url":"https://www.enterprise.com/en/reserve/receipts.html","regulators":["ftc"],"notes":"Enterprise Mobility runs three rental brands with separate phone lines: Enterprise Rent-A-Car, National and Alamo. Post-rental balances, tolls and citations, and damage recovery payments for Enterprise US rentals go through the Consumer Collections Support pages (enterprise.com/en/payments). Enterprise does not publish a Damage Recovery Unit phone number or address on the pages checked.","channels":[{"id":"enterprise-customer-service-phone","type":"phone","label":"Enterprise Rent-A-Car customer service","value":"+1-855-266-9565","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"},{"id":"enterprise-chat","type":"chat","label":"Enterprise chat","value":"https://www.enterprise.com/en/help/contact.html","hours":"Monday-Friday 8:00 AM to 5:00 PM Central; closed weekends and holidays","purposes":["billing_error","refund_request"],"source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"},{"id":"enterprise-disabilities-phone","type":"phone","label":"Enterprise customers with disabilities","value":"+1-866-225-4284","source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"},{"id":"enterprise-roadside-phone","type":"phone","label":"Enterprise Roadside Assistance (also takes accident reports after police are called)","value":"+1-800-307-6666","hours":"24 hours a day","purposes":["damage_claim"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-general/accident-in-rental-car.html","last_verified":"2026-10-12"},{"id":"consumer-collections","type":"portal","label":"Enterprise Consumer Collections Support (rental balances, citations or tolls, damage recovery payments)","value":"https://www.enterprise.com/en/payments.html","purposes":["damage_claim","billing_error"],"access":"open","source":"https://www.enterprise.com/en/payments.html","last_verified":"2026-10-12"},{"id":"collections-request-form","type":"web_form","label":"Consumer Collections \"Submit a Request\" form (proof of payment, toll and citation disputes, other collections questions)","value":"https://www.enterprise.com/en/payments/submit-a-request.html","purposes":["billing_error","damage_claim"],"access":"captcha","notes":"Optional fields for rental agreement number and citation number; uploads up to 7MB.","source":"https://www.enterprise.com/en/payments/submit-a-request.html","last_verified":"2026-10-12"},{"id":"citations-email","type":"email","label":"Enterprise citations (proof that a violation was already paid)","value":"citations2@em.com","purposes":["billing_error"],"source":"https://www.enterprise.com/en/payments/general-faqs.html","last_verified":"2026-10-12"},{"id":"national-customer-service-phone","type":"phone","label":"National Car Rental customer service (United States)","value":"+1-844-393-9989","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"notes":"National chat Monday-Friday 7:00 AM to 6:00 PM Central. Emerald Club Member Services 1-800-962-7070.","source":"https://www.nationalcar.com/en/support/contact-us.html","last_verified":"2026-10-12"},{"id":"alamo-customer-service-phone","type":"phone","label":"Alamo customer service","value":"+1-844-357-5138","hours":"7am-7pm CDT","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"source":"https://www.alamo.com/en/customer-support.html","last_verified":"2026-10-12"},{"id":"receipts","type":"portal","label":"Get an Enterprise receipt","value":"https://www.enterprise.com/en/reserve/receipts.html","purposes":["billing_error"],"source":"https://www.enterprise.com/en/help.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"enterprise-customer-service-phone","note":"National and Alamo renters use their brand's customer service line."},{"rung":"written_complaint","channel":"collections-request-form","note":"For damage claims, ask for photos, repair invoices and the fleet utilization log."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}],"playbooks":[{"issue":"damage_claim","summary":"Damage recovery bills for Enterprise US rentals are paid or questioned through Consumer Collections Support; ask for the evidence in writing before paying.","evidence":["rental agreement","your photos at pickup and return","damage claim letter","Damage Waiver election","insurance and card benefit details"],"steps":[{"do":"After an accident, call 911 or local police, then Roadside Assistance, which files the damage report.","channel":"enterprise-roadside-phone"},{"do":"When a damage recovery bill arrives, send a written request through the Submit a Request form with the rental agreement number, asking for photos, the repair invoice, and how loss of use and fees were calculated.","channel":"collections-request-form"},{"do":"Give the claim to your auto insurer or credit card benefit administrator if you declined the Damage Waiver."},{"do":"If Enterprise charges your card without supporting evidence, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"For US rentals, minor damage such as scratches, dents or a chipped windshield is covered by the optional Damage Waiver; without it you may have to pay out of pocket for repairs.","issues":["damage_claim"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-general/car-rental-scratch-policy.html","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Fuel, toll and citation charges each have a set path; submit proof through the collections form or citations email.","evidence":["receipt","rental agreement","fuel gauge photo at return","toll or citation notice","proof of payment to the agency"],"steps":[{"do":"Get the receipt online and compare it with the rental agreement.","channel":"receipts"},{"do":"For a toll or violation you already paid, email proof to citations or submit the Proof of Payment form; Enterprise says it responds within two business days.","channel":"citations-email"},{"do":"For other wrong charges, call customer service, then put it in writing through the Submit a Request form.","channel":"enterprise-customer-service-phone"},{"do":"If not corrected, dispute the charge with your card issuer."}],"facts":[{"kind":"fee","claim":"If you return the car with less fuel than at pickup, Enterprise charges the local Enterprise rate, which it says is typically above the local pump price; prepaid fuel is sold only as a full tank and is not refundable.","issues":["billing_error"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-general/fueling-rental-car.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"Enterprise's standard administrative fee for citations and tolls still applies when local authorities bill you directly; notices typically arrive one to four weeks after the rental.","issues":["billing_error"],"source":"https://www.enterprise.com/en/payments/general-faqs.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Accepted proof for a toll or citation appeal includes proof of payment to the issuing agency, matching bank or card statements, a cashed check, an agency receipt, proof of a clerical error, or proof of whereabouts.","issues":["billing_error"],"source":"https://www.enterprise.com/en/payments/general-faqs.html","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"Credit card holds are released at return; debit card deposits are refunded to the bank account in about 5 to 10 business days.","evidence":["rental agreement","return receipt","bank statement showing the deposit"],"steps":[{"do":"Check the final receipt for added charges."},{"do":"If a debit card deposit has not come back after 10 business days, call the renting branch, then customer service.","channel":"enterprise-customer-service-phone"},{"do":"If the deposit is still not returned, dispute it with your bank or card issuer."}],"facts":[{"kind":"deadline","claim":"For credit cards Enterprise says it immediately releases the authorization and charges only the rental amount; for debit cards the deposit is refunded to the account, typically in approximately 5 to 10 business days, and Enterprise says to call the renting branch if it has not appeared after 10 business days.","issues":["deposit_refund"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-deposits-and-payments/car-rental-deposit-refunds.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For cash, check or money order payments, refunds are mailed by check within 20 business days after Enterprise confirms there are no additional charges.","issues":["deposit_refund"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-deposits-and-payments/car-rental-deposit-refunds.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Enterprise says the deposit amount varies by region, vehicle type and other factors, and to ask the renting location for the exact amount.","issues":["deposit_refund"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-deposits-and-payments/how-much-is-a-rental-car-deposit.html","last_verified":"2026-10-12"}]}],"known_blockers":["The Submit a Request form has a reCAPTCHA.","Chat is open only Monday-Friday business hours (Central time).","No Damage Recovery Unit phone, email or address is published on the pages checked."],"official_domains":["enterprise.com","nationalcar.com","alamo.com"]},"playbooks":{"damage_claim":{"company":{"id":"enterprise","name":"Enterprise Mobility (Enterprise Rent-A-Car, National, Alamo)","sector":"car_rental","website":"https://www.enterprise.com","account_url":"https://www.enterprise.com/en/reserve/receipts.html"},"issue":{"id":"damage_claim","name":"Damage charge after a rental or stay"},"playbook_source":"company","summary":"Damage recovery bills for Enterprise US rentals are paid or questioned through Consumer Collections Support; ask for the evidence in writing before paying.","evidence":["rental agreement","your photos at pickup and return","damage claim letter","Damage Waiver election","insurance and card benefit details"],"steps":[{"do":"After an accident, call 911 or local police, then Roadside Assistance, which files the damage report.","channel":{"id":"enterprise-roadside-phone","type":"phone","label":"Enterprise Roadside Assistance (also takes accident reports after police are called)","value":"+1-800-307-6666","hours":"24 hours a day","purposes":["damage_claim"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-general/accident-in-rental-car.html","last_verified":"2026-10-12"}},{"do":"When a damage recovery bill arrives, send a written request through the Submit a Request form with the rental agreement number, asking for photos, the repair invoice, and how loss of use and fees were calculated.","channel":{"id":"collections-request-form","type":"web_form","label":"Consumer Collections \"Submit a Request\" form (proof of payment, toll and citation disputes, other collections questions)","value":"https://www.enterprise.com/en/payments/submit-a-request.html","purposes":["billing_error","damage_claim"],"access":"captcha","notes":"Optional fields for rental agreement number and citation number; uploads up to 7MB.","source":"https://www.enterprise.com/en/payments/submit-a-request.html","last_verified":"2026-10-12"}},{"do":"Give the claim to your auto insurer or credit card benefit administrator if you declined the Damage Waiver."},{"do":"If Enterprise charges your card without supporting evidence, dispute the charge with your card issuer."}],"channels":[{"id":"enterprise-disabilities-phone","type":"phone","label":"Enterprise customers with disabilities","value":"+1-866-225-4284","source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"},{"id":"enterprise-roadside-phone","type":"phone","label":"Enterprise Roadside Assistance (also takes accident reports after police are called)","value":"+1-800-307-6666","hours":"24 hours a day","purposes":["damage_claim"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-general/accident-in-rental-car.html","last_verified":"2026-10-12"},{"id":"consumer-collections","type":"portal","label":"Enterprise Consumer Collections Support (rental balances, citations or tolls, damage recovery payments)","value":"https://www.enterprise.com/en/payments.html","purposes":["damage_claim","billing_error"],"access":"open","source":"https://www.enterprise.com/en/payments.html","last_verified":"2026-10-12"},{"id":"collections-request-form","type":"web_form","label":"Consumer Collections \"Submit a Request\" form (proof of payment, toll and citation disputes, other collections questions)","value":"https://www.enterprise.com/en/payments/submit-a-request.html","purposes":["billing_error","damage_claim"],"access":"captcha","notes":"Optional fields for rental agreement number and citation number; uploads up to 7MB.","source":"https://www.enterprise.com/en/payments/submit-a-request.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"For US rentals, minor damage such as scratches, dents or a chipped windshield is covered by the optional Damage Waiver; without it you may have to pay out of pocket for repairs.","issues":["damage_claim"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-general/car-rental-scratch-policy.html","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"National and Alamo renters use their brand's customer service line.","channel":{"id":"enterprise-customer-service-phone","type":"phone","label":"Enterprise Rent-A-Car customer service","value":"+1-855-266-9565","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For damage claims, ask for photos, repair invoices and the fleet utilization log.","channel":{"id":"collections-request-form","type":"web_form","label":"Consumer Collections \"Submit a Request\" form (proof of payment, toll and citation disputes, other collections questions)","value":"https://www.enterprise.com/en/payments/submit-a-request.html","purposes":["billing_error","damage_claim"],"access":"captcha","notes":"Optional fields for rental agreement number and citation number; uploads up to 7MB.","source":"https://www.enterprise.com/en/payments/submit-a-request.html","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"small_claims"}],"known_blockers":["The Submit a Request form has a reCAPTCHA.","Chat is open only Monday-Friday business hours (Central time).","No Damage Recovery Unit phone, email or address is published on the pages checked."],"security":{"official_domains":["enterprise.com","nationalcar.com","alamo.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.906,"sources":{"primary":29,"other":3},"verified_from":{"page":17},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 91% of 32 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Enterprise Mobility runs three rental brands with separate phone lines: Enterprise Rent-A-Car, National and Alamo. Post-rental balances, tolls and citations, and damage recovery payments for Enterprise US rentals go through the Consumer Collections Support pages (enterprise.com/en/payments). Enterprise does not publish a Damage Recovery Unit phone number or address on the pages checked.","warnings":[]},"billing_error":{"company":{"id":"enterprise","name":"Enterprise Mobility (Enterprise Rent-A-Car, National, Alamo)","sector":"car_rental","website":"https://www.enterprise.com","account_url":"https://www.enterprise.com/en/reserve/receipts.html"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Fuel, toll and citation charges each have a set path; submit proof through the collections form or citations email.","evidence":["receipt","rental agreement","fuel gauge photo at return","toll or citation notice","proof of payment to the agency"],"steps":[{"do":"Get the receipt online and compare it with the rental agreement.","channel":{"id":"receipts","type":"portal","label":"Get an Enterprise receipt","value":"https://www.enterprise.com/en/reserve/receipts.html","purposes":["billing_error"],"source":"https://www.enterprise.com/en/help.html","last_verified":"2026-10-12"}},{"do":"For a toll or violation you already paid, email proof to citations or submit the Proof of Payment form; Enterprise says it responds within two business days.","channel":{"id":"citations-email","type":"email","label":"Enterprise citations (proof that a violation was already paid)","value":"citations2@em.com","purposes":["billing_error"],"source":"https://www.enterprise.com/en/payments/general-faqs.html","last_verified":"2026-10-12"}},{"do":"For other wrong charges, call customer service, then put it in writing through the Submit a Request form.","channel":{"id":"enterprise-customer-service-phone","type":"phone","label":"Enterprise Rent-A-Car customer service","value":"+1-855-266-9565","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"}},{"do":"If not corrected, dispute the charge with your card issuer."}],"channels":[{"id":"enterprise-customer-service-phone","type":"phone","label":"Enterprise Rent-A-Car customer service","value":"+1-855-266-9565","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"},{"id":"enterprise-chat","type":"chat","label":"Enterprise chat","value":"https://www.enterprise.com/en/help/contact.html","hours":"Monday-Friday 8:00 AM to 5:00 PM Central; closed weekends and holidays","purposes":["billing_error","refund_request"],"source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"},{"id":"enterprise-disabilities-phone","type":"phone","label":"Enterprise customers with disabilities","value":"+1-866-225-4284","source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"},{"id":"consumer-collections","type":"portal","label":"Enterprise Consumer Collections Support (rental balances, citations or tolls, damage recovery payments)","value":"https://www.enterprise.com/en/payments.html","purposes":["damage_claim","billing_error"],"access":"open","source":"https://www.enterprise.com/en/payments.html","last_verified":"2026-10-12"},{"id":"collections-request-form","type":"web_form","label":"Consumer Collections \"Submit a Request\" form (proof of payment, toll and citation disputes, other collections questions)","value":"https://www.enterprise.com/en/payments/submit-a-request.html","purposes":["billing_error","damage_claim"],"access":"captcha","notes":"Optional fields for rental agreement number and citation number; uploads up to 7MB.","source":"https://www.enterprise.com/en/payments/submit-a-request.html","last_verified":"2026-10-12"},{"id":"citations-email","type":"email","label":"Enterprise citations (proof that a violation was already paid)","value":"citations2@em.com","purposes":["billing_error"],"source":"https://www.enterprise.com/en/payments/general-faqs.html","last_verified":"2026-10-12"},{"id":"national-customer-service-phone","type":"phone","label":"National Car Rental customer service (United States)","value":"+1-844-393-9989","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"notes":"National chat Monday-Friday 7:00 AM to 6:00 PM Central. Emerald Club Member Services 1-800-962-7070.","source":"https://www.nationalcar.com/en/support/contact-us.html","last_verified":"2026-10-12"},{"id":"alamo-customer-service-phone","type":"phone","label":"Alamo customer service","value":"+1-844-357-5138","hours":"7am-7pm CDT","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"source":"https://www.alamo.com/en/customer-support.html","last_verified":"2026-10-12"},{"id":"receipts","type":"portal","label":"Get an Enterprise receipt","value":"https://www.enterprise.com/en/reserve/receipts.html","purposes":["billing_error"],"source":"https://www.enterprise.com/en/help.html","last_verified":"2026-10-12"}],"facts":[{"kind":"fee","claim":"If you return the car with less fuel than at pickup, Enterprise charges the local Enterprise rate, which it says is typically above the local pump price; prepaid fuel is sold only as a full tank and is not refundable.","issues":["billing_error"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-general/fueling-rental-car.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"Enterprise's standard administrative fee for citations and tolls still applies when local authorities bill you directly; notices typically arrive one to four weeks after the rental.","issues":["billing_error"],"source":"https://www.enterprise.com/en/payments/general-faqs.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Accepted proof for a toll or citation appeal includes proof of payment to the issuing agency, matching bank or card statements, a cashed check, an agency receipt, proof of a clerical error, or proof of whereabouts.","issues":["billing_error"],"source":"https://www.enterprise.com/en/payments/general-faqs.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"National and Alamo renters use their brand's customer service line.","channel":{"id":"enterprise-customer-service-phone","type":"phone","label":"Enterprise Rent-A-Car customer service","value":"+1-855-266-9565","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For damage claims, ask for photos, repair invoices and the fleet utilization log.","channel":{"id":"collections-request-form","type":"web_form","label":"Consumer Collections \"Submit a Request\" form (proof of payment, toll and citation disputes, other collections questions)","value":"https://www.enterprise.com/en/payments/submit-a-request.html","purposes":["billing_error","damage_claim"],"access":"captcha","notes":"Optional fields for rental agreement number and citation number; uploads up to 7MB.","source":"https://www.enterprise.com/en/payments/submit-a-request.html","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"small_claims"}],"known_blockers":["The Submit a Request form has a reCAPTCHA.","Chat is open only Monday-Friday business hours (Central time).","No Damage Recovery Unit phone, email or address is published on the pages checked."],"security":{"official_domains":["enterprise.com","nationalcar.com","alamo.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.906,"sources":{"primary":29,"other":3},"verified_from":{"page":17},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 91% of 32 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Enterprise Mobility runs three rental brands with separate phone lines: Enterprise Rent-A-Car, National and Alamo. Post-rental balances, tolls and citations, and damage recovery payments for Enterprise US rentals go through the Consumer Collections Support pages (enterprise.com/en/payments). Enterprise does not publish a Damage Recovery Unit phone number or address on the pages checked.","warnings":[]},"deposit_refund":{"company":{"id":"enterprise","name":"Enterprise Mobility (Enterprise Rent-A-Car, National, Alamo)","sector":"car_rental","website":"https://www.enterprise.com","account_url":"https://www.enterprise.com/en/reserve/receipts.html"},"issue":{"id":"deposit_refund","name":"Deposit not returned"},"playbook_source":"company","summary":"Credit card holds are released at return; debit card deposits are refunded to the bank account in about 5 to 10 business days.","evidence":["rental agreement","return receipt","bank statement showing the deposit"],"steps":[{"do":"Check the final receipt for added charges."},{"do":"If a debit card deposit has not come back after 10 business days, call the renting branch, then customer service.","channel":{"id":"enterprise-customer-service-phone","type":"phone","label":"Enterprise Rent-A-Car customer service","value":"+1-855-266-9565","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"}},{"do":"If the deposit is still not returned, dispute it with your bank or card issuer."}],"channels":[{"id":"enterprise-customer-service-phone","type":"phone","label":"Enterprise Rent-A-Car customer service","value":"+1-855-266-9565","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"},{"id":"enterprise-disabilities-phone","type":"phone","label":"Enterprise customers with disabilities","value":"+1-866-225-4284","source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"},{"id":"national-customer-service-phone","type":"phone","label":"National Car Rental customer service (United States)","value":"+1-844-393-9989","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"notes":"National chat Monday-Friday 7:00 AM to 6:00 PM Central. Emerald Club Member Services 1-800-962-7070.","source":"https://www.nationalcar.com/en/support/contact-us.html","last_verified":"2026-10-12"},{"id":"alamo-customer-service-phone","type":"phone","label":"Alamo customer service","value":"+1-844-357-5138","hours":"7am-7pm CDT","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"source":"https://www.alamo.com/en/customer-support.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"For credit cards Enterprise says it immediately releases the authorization and charges only the rental amount; for debit cards the deposit is refunded to the account, typically in approximately 5 to 10 business days, and Enterprise says to call the renting branch if it has not appeared after 10 business days.","issues":["deposit_refund"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-deposits-and-payments/car-rental-deposit-refunds.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For cash, check or money order payments, refunds are mailed by check within 20 business days after Enterprise confirms there are no additional charges.","issues":["deposit_refund"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-deposits-and-payments/car-rental-deposit-refunds.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Enterprise says the deposit amount varies by region, vehicle type and other factors, and to ask the renting location for the exact amount.","issues":["deposit_refund"],"source":"https://www.enterprise.com/en/car-rental-faqs/us-deposits-and-payments/how-much-is-a-rental-car-deposit.html","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"National and Alamo renters use their brand's customer service line.","channel":{"id":"enterprise-customer-service-phone","type":"phone","label":"Enterprise Rent-A-Car customer service","value":"+1-855-266-9565","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For damage claims, ask for photos, repair invoices and the fleet utilization log.","channel":{"id":"collections-request-form","type":"web_form","label":"Consumer Collections \"Submit a Request\" form (proof of payment, toll and citation disputes, other collections questions)","value":"https://www.enterprise.com/en/payments/submit-a-request.html","purposes":["billing_error","damage_claim"],"access":"captcha","notes":"Optional fields for rental agreement number and citation number; uploads up to 7MB.","source":"https://www.enterprise.com/en/payments/submit-a-request.html","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"small_claims"}],"known_blockers":["The Submit a Request form has a reCAPTCHA.","Chat is open only Monday-Friday business hours (Central time).","No Damage Recovery Unit phone, email or address is published on the pages checked."],"security":{"official_domains":["enterprise.com","nationalcar.com","alamo.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.906,"sources":{"primary":29,"other":3},"verified_from":{"page":17},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 91% of 32 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Enterprise Mobility runs three rental brands with separate phone lines: Enterprise Rent-A-Car, National and Alamo. Post-rental balances, tolls and citations, and damage recovery payments for Enterprise US rentals go through the Consumer Collections Support pages (enterprise.com/en/payments). Enterprise does not publish a Damage Recovery Unit phone number or address on the pages checked.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","note":"National and Alamo renters use their brand's customer service line.","channel":{"id":"enterprise-customer-service-phone","type":"phone","label":"Enterprise Rent-A-Car customer service","value":"+1-855-266-9565","purposes":["billing_error","refund_request","deposit_refund","poor_service"],"source":"https://www.enterprise.com/en/help/contact.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For damage claims, ask for photos, repair invoices and the fleet utilization log.","channel":{"id":"collections-request-form","type":"web_form","label":"Consumer Collections \"Submit a Request\" form (proof of payment, toll and citation disputes, other collections questions)","value":"https://www.enterprise.com/en/payments/submit-a-request.html","purposes":["billing_error","damage_claim"],"access":"captcha","notes":"Optional fields for rental agreement number and citation number; uploads up to 7MB.","source":"https://www.enterprise.com/en/payments/submit-a-request.html","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"small_claims"}],"security":{"official_domains":["enterprise.com","nationalcar.com","alamo.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.906,"sources":{"primary":29,"other":3},"verified_from":{"page":17},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 91% of 32 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Enterprise, National and Alamo — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/enterprise.md","markdown":"## In short\n\nEnterprise Mobility runs Enterprise Rent-A-Car, National and Alamo, each with its own phone line. Problems after the rental, such as damage bills, tolls, citations and unpaid balances, are handled by Consumer Collections Support, not the branch. Its request form takes documents but has a bot check, so a person may need to submit it. Without the optional Damage Waiver, even scratches and dents can be billed to you. Photograph the car at pickup and return, and keep fuel receipts.\n\n## How complaints actually go\n\n- Enterprise customer service is +1-855-266-9565, and chat runs Monday to Friday, 8:00 AM to 5:00 PM Central, closed weekends and holidays. [Enterprise: contact us](https://www.enterprise.com/en/help/contact.html)\n- Rental balances, citations or tolls, and damage recovery payments for U.S. Enterprise rentals go through Consumer Collections Support. [Enterprise: payments](https://www.enterprise.com/en/payments.html)\n- Proof of payment and toll or citation disputes go through the Collections \"Submit a Request\" form, which accepts the rental agreement and citation numbers and uploads up to 7MB. [Enterprise: submit a request](https://www.enterprise.com/en/payments/submit-a-request.html)\n- CBC News reported in January 2022 that Enterprise billed a woman more than $5,500 for hail damage after she rented a truck on a sunny day. [CBC News, January 24, 2022](https://www.cbc.ca/1.6312420)\n\n## What tends to work\n\n- For toll or citation charges, Enterprise accepts proof of payment to the issuing agency, matching bank or card statements, a cashed check, an agency receipt, proof of a clerical error or proof of where you were. [Enterprise: payments FAQ](https://www.enterprise.com/en/payments/general-faqs.html)\n- For a damage bill, dispute in writing and ask for time-stamped photos from just before you drove off and just after you returned, and the car's rentals since your return. [Christian Science Monitor, March 20, 2015](https://www.csmonitor.com/Business/Saving-Money/2015/0320/How-to-dispute-and-win-rental-car-damage-claims)\n- Debit card deposits are typically refunded in about 5 to 10 business days; Enterprise says to call the renting branch if the money has not appeared after 10 business days. [Enterprise: deposit refunds](https://www.enterprise.com/en/car-rental-faqs/us-deposits-and-payments/car-rental-deposit-refunds.html)\n\n## Traps and fine print\n\n- Enterprise says minor damage such as scratches, dents or a chipped windshield is covered by the optional Damage Waiver for U.S. rentals; without it you may have to pay for repairs yourself. [Enterprise: scratch policy](https://www.enterprise.com/en/car-rental-faqs/us-general/car-rental-scratch-policy.html)\n- If you return the car with less fuel, Enterprise charges its local rate, which it says is typically above the local pump price; prepaid fuel is sold only as a full tank and is not refundable. [Enterprise: fueling a rental car](https://www.enterprise.com/en/car-rental-faqs/us-general/fueling-rental-car.html)\n- Enterprise's administrative fee for citations and tolls still applies when the local authority bills you directly; notices typically arrive one to four weeks after the rental. [Enterprise: payments FAQ](https://www.enterprise.com/en/payments/general-faqs.html)\n- Cash, check or money order deposits are refunded by mailed check within 20 business days after Enterprise confirms there are no more charges. [Enterprise: deposit refunds](https://www.enterprise.com/en/car-rental-faqs/us-deposits-and-payments/car-rental-deposit-refunds.html)\n\n## By the numbers\n\n- ACSI 2026: Alamo scored 79, Enterprise 76 (down from 78 in 2025) and National 76 (up from 71), out of 100; the car rental industry scored 76. [ACSI: Car rentals](https://theacsi.com/industries/travel/car-rental/)\n\n## Scams that target customers\n\n- The FTC says not to assume a phone number in search results is real: scroll past paid results and type enterprise.com, nationalcar.com or alamo.com into the browser yourself. [FTC consumer alert, April 3, 2025](https://consumer.ftc.gov/consumer-alerts/2025/04/online-search-results-good-bad-scammy)\n- Enterprise lists its own phone lines and chat on its contact page; use those rather than numbers from ads or messages. [Enterprise: contact us](https://www.enterprise.com/en/help/contact.html)\n- If someone asks you to pay a rental charge with a gift card, it is a scam: the FTC says no real business will ever tell you to buy a gift card to pay them. [FTC: gift card scams](https://consumer.ftc.gov/articles/avoiding-and-reporting-gift-card-scams)\n"},"guide":{"key":"car_rental","title":"Car rentals — how complaints work","last_verified":"2026-10-12","file":"guides/car_rental.md","page":"https://escalate.alexgaoth.com/#/guides/car_rental"}}