Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Important information

Customer Complaint:
BBB has received consumer complaints against Enterprise Rent A Car St Louis which allege the breakdown of cars recently purchased, damage blamed on renters which is disputed by the renters, and poor customer service.

Complaints

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

Customer Complaints Summary

4,291 total complaints in the last 3 years.
1,654 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.

Initial Complaint
Date:06/16/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 booked a rental ***********) and would like to understand why I was charged $439.93. I booked the reservation using points and the estimated total was $243.66, points used was $127.21, taxes $23.95 for a total charge of $243.66 that i was responsible for. When I picked up the rental, i was told it was $439. When I asked why it was $200 different, I was asked if I used points and was told those will show as a credit on the final bill. Well, I was charged $439.93 on my final bill and would like to know why. It was a 1 way rental and I returned it at an airport. Why did the price go up $200? I reached out via chat on 6/9 and was told the rate changed from $115.64 to $171.00 a day because I changed the class of car. This is not true! I went to pickup and the girl helping told me I got a free upgrade. I didn't ask, but it appeared to be the only vehicle ready. The agent I spoke with on 6/9 said they would reach out to the branch manager where I picked up the vehicle and this can be fixed. I don't know how to follow up on this request, but I'm attaching the confirmation and chat communication. This is not fair and I rent from enterprise often. I also emailed ***************************** to give Enterprise another opportunity to fix this, but they are not responding.
Customer Answer
Date: 06/23/2025
This was resolved. Thank you
Initial Complaint
Date:06/14/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
To Whom It May Concern,On June 14, 2025, I made a confirmed car rental reservation with Enterprise Rent-A-Car through ****** Travel for a vehicle to be picked up on June ********.I reconfirmed the reservation via phone with the pickup location the day before. However, just two hours prior to the scheduled pickup, I heard that the reserved car was no longer available. I had to cancel without a rental car shortly before the start of my 8-day ******* a result, I had to make a last-minute reservation with another Enterprise location (at the airport) and was forced to pay an additional $230 out of pocket. This caused significant inconvenience, stress, and unexpected financial burden.I contacted both Enterprise **************** and ****** Travel to report the issue and request reimbursement or compensation, but have not received a satisfactory resolution.?Resolution Requested:I am seeking either:1.A reimbursement of the $230 additional cost, or 2.A credit or voucher of equivalent value to be used on a future rental.I believe this request is reasonable, as the error originated from Enterprises failure to provide the reserved vehicle, despite prior confirmation and no indication of overbooking at the time of ************** a ****** member and a long-time user of ********************** services, I am disappointed by this experience and sincerely hope for a fair resolution through your support.Thank you for your time and assistance.Sincerely,
Business Response
Date: 06/16/2025
Thank you for the opportunity to respond. Management offered compensation, left the customer a voicemail, and emailed an updated invoice to resolve.
Customer Answer
Date: 06/17/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

Meesun Pack
Initial Complaint
Date:06/14/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 am being charged for toll fees for the rental vehicle when I have returned the vehicle back to Enterprise.
Business Response
Date: 06/16/2025
Thank you for the opportunity to respond. Our third-party billing system?directly charges the credit or debit card listed on your rental agreement. We ask that the customer ensure the rental car license plate has been removed from their personal EZ Pass account and reach out to our Billing Assistance Team at the phone number **************** or email address ******************************* for any questions regarding toll activity.
Business Response
Date: 06/16/2025
Thank you for the opportunity to respond. Management has processed a refund to resolve.
Customer Answer
Date: 06/16/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

****** ******
Initial Complaint
Date:06/13/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 6-1-25 we spoke to the loyalty program about merging 2 pre existing rentals ********** 2025), before we had our rewards account, over to our current rewards in order to add to our points. Your rep ****** said she did this and would email us a confirmation within 48hours. We still have yet to receive confirmation?
Business Response
Date: 06/15/2025
Thank you for the opportunity to respond. Management has researched the complaint and confirmed February rental agreement 78W508 accrued 256 points and March rental agreement 7K065Y accrued ************************************************************************************************** the app.
Customer Answer
Date: 06/18/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

**** *******
Initial Complaint
Date:06/12/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
The rental reservation I made revealed a total cost of $537 for 5/28-6/3, not including the deposit. I reserved an SUV that can accommodate 7 people. The **** Expedition was offered to me by *****, who then charged me half the price. I didn't reserve a van, so the minimum thing you can do is not charging me for the premium SUV. I was charged around $839 upon receiving the receipt via email. On June 8th, I brought back the rental and the agent wanted me to pay for the damages that were there prior. Due to my refusal to not pay the agent informed me that I would be unable to rent from the company again. I elaborate that on 5/28, ***** ****** observed those damages and informed my husband that they were alright before providing us with the car keys. I requested that the agent and ***** examine the camera to verify the presence of the damages, and ***** will validate my statement. ***** proceeded to say that the videos would not be of any help. During our conversation, I was informed that they are unable to determine who checked me out and that they do not take pictures or video of the vehicle. The agent's name, *****, was revealed to me by *****, the manager. In addition, she mentions that a third party will investigate and give me a call. On 6/5, I reached out to customer service to file a complaint and was informed that I would not be liable for the damages and that a manager would contact me. I have yet to receive any communication from anyone. I'm not responsible for ******* failure to document the damages, which would have prevented this whole situation. According to the reviews, people are reporting that they will receive an invoice 6 months to a year after returning the rental. My husband and I are innocent, so I don't want that to happen to me. This is causing me significant frustration and stress. I am requesting an apology and a refund because accusing someone without any evidence is absurd. The cameras will prove that I was truthful.
Business Response
Date: 06/14/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 06/18/2025
Complaint: 23458350

I have reviewed the business' response and am rejecting it because: youre still implying that I damaged the vehicle. What investigation did you guys do to determine Im responsible besides what the agent said? Am I banned? Refund? That is not good customer service because there was no investigation to approve that I was not lying. You will see in the video ***** ****** walk around the vehicle and stop to look at the damage on the SUV.

Sincerely,

Shelenda *****
Business Response
Date: 06/18/2025
Thank you for the opportunity to respond. The previously shared document communicates we have decided to close our file as a matter of customer service. The customer has been absolved of any pursuit for damages related to this rental agreement. There will be no further action taken.
Customer Answer
Date: 06/19/2025
Complaint: 23458350

I have reviewed the business' response and am rejecting it because: uploading the same document 4x doesnt address my concerns.

Sincerely,

Shelenda *****
Initial Complaint
Date:06/11/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 got a rental through them as a result of an insurance claim where my parked car was hit by another driver. Insurance gave me money up front to get a rental based on the reservation they made with Enterprise. The money charged exceeded the money fronted by All State, however I was told that All State would pay the difference after returning the rental. There was also a $50 deposit at Enterprise which I was responsible for, and was told I would get it back at the end of the rental. The rental initially went through June 17 2025.After the completion of my car inspection, I was informed that the car would not be ready until June 27th, so I called Enterprise to see how much it would be to extend the rental. I was quoted a price of $246.77 over the phone on June 10 2025. I reached out to my insurer and got a credit for that amount.I tried calling back to lock in the extension, however after 3 calls I was unable to reach anyone at the local branch. So I called back first thing the next morning and was quoted the same $296.77 however, they said I needed to surrender my previous deposit, and pay an additional deposit. So I would be out the $50 for the previous deposit. I explained to the manager that I was quoted $246.77 and she admitted I was misquoted, but would not honor the price, and instead applied my deposit to the amount, so now I will not get my deposit back, so it cost me $50 out of pocket when it should not have.
Business Response
Date: 06/14/2025
Thank you for the opportunity to respond. Management offered compensation to resolve.
Customer Answer
Date: 06/16/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

******* *******
Initial Complaint
Date:06/11/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 2/2/25 rental from ***** (owned by Enterprise) Breakdown on Highway the result of lack of maintenance by Alamo ( blown tire) Lost several hours of day as a result missing important meeting (reason for trip)Tire damage was the result of lack of maintenance and basic inspection of vehicle would have prevented problem. Negligence on behalf of *****. Alamo promised several times I would not be charged, staff agreed car was not road worthy and should not been rented. Promised a call from management and ***** agreed to not charge my ************* never called and ultimately Alamo placed the charge on my CC without authorization .Later file dispute with CC and charge was reversed and dispute ended in my favor continued to reach out to ***** and no response even after group email to management and staff at *********************. Later received notice of collections from Alamo for outstanding balance, called again numerous time no call back from Management. May 5, 2025 first call with alleged "station manger" offered partial discount and free 1 day rental, I disagreed requested call from manager and promised district manager would call, never called. Filed dispute with collections and told they provided me name of manager "******" and number, tried to contact no response. Since several more calls to Enterprise **************** and ***************** Still not response, Dozens of hours on phone trying to reach management, numerous promises the case would be forwarded to "corporate" and I would get a call back with zero calls as promised. Now placed in "do not rent" list with Enterprise and still getting collections letters. At this time I still have not been able to explain complaint to any staff of management level status has not changed. NUMEROUS calls to resolve the issue with management have been ignored. My complaint results from ***** failing to maintain vehicle/negligence resulted in 1 full day disruption and missed meeting, this was preventable. Thank You
Business Response
Date: 06/14/2025
Thank you for the opportunity to respond. Management spoke with the customer and offered compensation to resolve.
Customer Answer
Date: 06/18/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

***** *****
Initial Complaint
Date:06/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
As a customer, I relied on the information provided by Enterprise representatives and the website to make informed decisions about my rental. When this information is inaccurateand is known internally to be inaccurateit raises concerns of negligent misrepresentation. Moreover, the inability of multiple representatives, including those in escalation roles, to perform basic service functions undermines the integrity of Enterprises customer support process.
Business Response
Date: 06/12/2025
Thank you for the opportunity to respond. Management addressed the customers questions regarding the drop box and resolved the matter.
Initial Complaint
Date:06/09/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 picked up the Car June ******. My Confirmation# is 8FVGHY. The total includes protection plan & tax is $1239.79. Mytotal charge in my bank acct is $1439.79. Acoording to **** they include the $200 deposit. **** the branch manager was giving me 20% off because of the dirty car, but when i drop the car to **** he offer me 30%. So i agree with that. 3 hrs later i got a notification 2x on my phone that the ca needs to be drop off. 2nd) when i drop off the car one of guy, the minute i parked the his asking the keys right away. And why i would i give that keys to him. So i mentioned that to **** and he said he will talk to that guy. Til now I have not received my invoice of the right amount. I called back again, and now **** was giving me a different number. Instead of $1239, it went up to $1369. And when I asked, he said that it was because tax wasn't included. I told him, "****, I have the original statement in my hand, and that's not what it says", this location is so weird.
Service Location:
Enterprise-Rent-A-Car
********************************************************************************************
Business Response
Date: 06/10/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and issued compensation to resolve.
Initial Complaint
Date:06/09/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 am disputing an unfair charge from enterprise rent a car related to the rerun of a rental vehicle. On Dec 14th, 2024, I Incurred damage to my vehicle. I was instructed by my insurance company ***** to get a rental car from enterprise for the time my car was being repaired. On Dec 16th 2024 I picked up a rental vehicle from Enterprise. I was told at the time of pick up to just drop the car off at the dealership where my car was being repaired and they would retrieve the vehicle. from there. Enterprise was aware that my vehicle would be completed on January 2nd 2025. On January 2nd I picked up my vehicle from the dealership and left the rental vehicle at the dealership. I asked the manager at the dealership if I needed to do anything I was told no he took the rental keys from me and advised me they bring the keys to the cashier who contacts enterprise to retrieve the vehicle. In late February I noticed a charge on my credit card from enterprise for over 800 more than I owed. I contacted enterprise about this to which I was informed I had been charged for an extra 22 days of rental time at ***** a day in which I no longer had the vehicle in my possession. Enterprise did not pick up the car from the dealership till 22 days later and are trying to bill me for their error. When I went into the office to talk about this. I was told a manager would give me a call back. I never received a call back. When I asked for a number to the manager I was given a mailbox number to which no one ever answers.
Address: ********************
City: ************
State/County: **
Zip/Postal Code: 60012
Business Response
Date: 06/12/2025
Thank you for the opportunity to respond. Management spoke with the customer and learned the customer was informed the rental vehicle could be left at the dealership once their repairs were completed. Unfortunately, we did not specify that the customer would need to notify the location when the vehicle was returned to the shop. Management processed a refund to resolve.
Customer Answer
Date: 06/15/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

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

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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Enterprise Rent-A-Car is NOT a BBB Accredited Business.