'Call Corporate!!!': Woman Tries To Pay For Enterprise Rental. They Refuse—Then 1 Day Later Take The Car For Failure To Pay

A hospice nurse who was driving an Enterprise rental car after a fender-bender says she had tried to settle a $317.94 balance and extend her rental, but was turned away each time. Then she says she was removed from the car and told her account had been “turned over to risk management.”

Lauren Ross (@laurenross_mama3) posted a 4-minute, 31-second TikTok from outside an Enterprise Rent-A-Car branch in Senatobia, Mississippi. The video shows her sitting on the curb outside the branch with her belongings, in obvious distress. Ross’ bio describes her as “a woman of many titles: Mom, hospice nurse, wife, teacher, director, lover of all.”

Her post tags Enterprise directly and names the employee Ross says she dealt with: “@Enterprise do better! Sandra Ford—thanks for ruining my Friday and treating me like a criminal over $317.94 #rentalcarnightmare.”

What Does She Say Happened At Enterprise?

“I have to just share this story because it’s so insane that I just need somebody else to be a witness,” Ross says at the top of the video. She says she was driving the rental after a fender bender a couple of weeks earlier and had paid for the first stretch with a credit card on the day she picked up the car.

On her telling, the trouble began when she asked for an extension. “I tried to do it over the phone but they won’t take a card over the phone, so I tried to come by here earlier this week. They were busy, she didn’t have time to take my card. I didn’t have time to sit here and wait for 30 minutes to an hour before she could get to me, so I left.” She returned on Friday “to pay a bill, to pay them what I owed, and extend it, keep it even longer, right, make them more money.”

She says she was told that her account had been turned over to Enterprise’s risk-management process for non-payment, and that the rental was being recovered. “She literally told me I could not leave, took the keys, she had my debit card, almost didn’t give my debit card back for a minute,” Ross says. “It was the worst experience. I was ugly crying outside, my sunglasses on because my makeup’s a hot mess.”

The amount on the bill, by her account, was $317.94. “Enterprise is what, like a billion-dollar company, and they’re acting like this over $317,” she says toward the end of the clip. “I left work to come take care of this, and now I’m having to miss more work to sit here and wait on somebody to come pick me up and take me back to work, where I will be without a car.”

Asked by commenter April_Girl to lay out the sequence cleanly, Ross repeated it in writing. “I went by to pay on my lunch break and she told me it would be a 30-minute to an hour wait before she could take my payment. I asked her if I could just come back and she said yes. I called the next day to pay over the phone, she wouldn’t let me, so I told her I would be by on Friday. Come by on Friday and boom—I’m kicked out. I have talked to and seen this lady three times before Friday this week.”

Service In Senatobia

Even in the short comment thread, others reported similar experiences at the same Enterprise branch. Another commenter, lovin_loco, said her husband had reserved a rental over the phone at the same Senatobia branch and arrived 30 minutes before the posted closing time only to find the door locked.

“She told us she was closing early. So he didn’t get his rental,” she wrote. “We called and emailed corporate; they didn’t even respond. Senatobia Enterprise is the absolute worst.” Another, Madi M, said her mother had been accused of damaging a rental at the same location and was only able to defend herself because she had photographed the car before driving off.

Several commenters offered a remedy. “Call corporate, they will make it right,” wrote Piper. Other regulars on the platform suggested Mobyl Rental, a locally owned operator in nearby Hernando, as an alternative.

Reached via phone on June 10, the Enterprise branch in Senatobia placed Motor1 on hold until the call disconnected. It did not respond to multiple phone calls made subsequently on June 10 and 11.

Enterprise’s Record

Broader consumer feedback indicates similar issues beyond Senatobia. Enterprise Rent-A-Car is not Better Business Bureau (BBB) accredited and carries an F rating from the BBB, with reasons that include “complaint(s) filed against business that were not resolved” and “failure to respond to” at least one complaint.

The corresponding BBB complaints index shows 4,662 total complaints against the company in the last three years and 1,609 in the last twelve months, with service-or-repair issues (1,735) and billing issues (1,707) as the two largest complaint categories. The bureau notes that consumer complaints frequently cite “damage blamed on renters which is disputed by the renters, and poor customer service.”

None of that proves anything about the Senatobia branch’s alleged handling of Ross’ $317.94 balance, but it does raise questions about a pattern across the company.

Motor1 reached out to Ross via TikTok direct message and to Enterprise Holdings via its corporate media relations team for comment. We’ll be sure to update this if either responds.