Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

This business is NOT BBB Accredited.

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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

4,292 total complaints in the last 3 years.
1,643 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:05/18/2025
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 received a damage statement regarding recent rental from ***************. While no visible damage was noticed upon pickup, we had this vehicle in our possession for less than 24 hours before the tail light fell out. There was no incident that should have caused this to happen. The door was simply shut as we exited the car in a funeral procession and the light fell out. Upon examination it was observed that there was what appeared to be an anchor that did not appear to be factory super glued into one of the holes. (See photo attached) we took this vehicle to the ********************* location and while the woman agreed that someone fixed it enough to place blame on the next person, they did not have any vehicles and sent us to Cocoa to switch out. While at ***** the ***resentative refused to take our statement as we ***orted because he doesnt know about cars and doesnt want to look stupid he further said he thought it was in the manufacturing because Jeeps are made cheap. After hours at the location trying to sort things out we were forced to sign a claim that omitted details from our statement, as he refused to include. When we arrived back at *************** with the exchange we again mentioned our issues and were assured this would not be an issue and he would amend the original complaint as the ***resentatives are supposed to take ***orts verbatim this was an absolutely horrible experience only having been in the state for 48 hours for a funeral and having multiple hours wasted trying to remedy this mess. ******** customer service and such a disappointment. As you can see from the picture there is no physical damage to the vehicles body or paint. The second picture the top left of the tail light appears to have a dry wall anchor and superglue. This is what we would have liked into the ***ort that the *** in ***** would not include. There also seemed to be remnants of super glue on the bumper. It seems pretty obvious someones attempt to fix did not hold.
Business Response
Date: 05/28/2025
May 27, 2025
BBB
RE: Case# ******** ****** ******
Enterprise File No. 22344860
To Whom it May Concern:
Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by Mr. ********** Snyder rented a 2025 Jeep Wrangler bearing Florida registration 50EYYC from Enterprise ******************************** dba Enterprise Rent-A-Car in ******************************
At the time the renter took possession of the 2025 Jeep Wrangler, the vehicle was determined to be rented without damage. This was confirmed by the renter initialing on an electronic tablet at the time of check out. The vehicle was returned with damage. Per the rental contract executed by ********** he is responsible for all vehicle damage which occurs during his rental period.
After reviewing the concerns presented by Mr. ******* and notwithstanding the foregoing contractual obligations, we have decided to close our file as a matter of customer service. At *********************** we strive to satisfy all our customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.
Sincerely,
******* ******* Analyst
Damage Recovery Unit
Initial Complaint
Date:05/18/2025
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.
Rental car was returned May 2, overnight drop-off. Upon store opening I was told that there was damage to the vehicle that I didnt recall being there. I requested photo evidence of when the car was originally rented to me on 2 occasions and have not gotten a response. Yet, I was charged my insurance deductible.They have been able to send me pictures of the current damage, which honestly to me looks like someone tapped the rear bumper and it popped out. However, looking at the photos it looks like the prongs can just be pushed back in. There was no other damage to the vehicle. I have taken the liberty to research the cost of replacement pieces and found that the piece costs around $250-300.On May 5 & 10, I sent an email again asking for photo evidence and the timeline for claim processing because the claim wouldve been filed with my insurance but they have yet to contact me. I find it very unusual that a deductible can be collected without having filed a claim. If the repairs costed less than the damage why am I not receiving a refund of the overage?
Business Response
Date: 05/20/2025
May 19, 2025
BBB
RE: Case# ******** ******* *********
Enterprise File No. 22478014
To Whom it May Concern:
Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by ************* Ms. ********* rented a 2023 ******* Santa Fe bearing Florida registration AS43EP from Enterprise ***************************** dba Enterprise Rent-A-Car in *********** ********.
Upon inspection after return, damage was found to the rear bumper (lower fascia detached), and a claim was created. The local branch charged $500.00 toward repairs. On May 15, 2025, the billing amount was finalized at $322.68, and a partial refund of $177.32 was processed to Ms.Hankersons credit card on May 19, 2025.
At the time the renter took possession of the 2023 ******* Santa Fe, Ms. ********* accepted the terms and conditions of the rental agreement which indicated she was accepting the 2023 ******* Santa Fe in good physical and mechanical condition and would return the vehicle in same condition as received, ordinary wear and tear excepted. The vehicle was returned with damage. Per the rental contract executed by Ms. ********** she is responsible for all vehicle damage which occurs during her rental period. At this time, our file is closed, and the matter is considered resolved.
Sincerely,
******* ******, Analyst
Damage Recovery Unit
Customer Answer
Date: 05/21/2025
Better Business Bureau:

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

They did send an email after the complaint was filed showing a refund will be processed. I will follow up with my credit card company to ensure the refund was processed.

Sincerely,

******* *********
Initial Complaint
Date:05/18/2025
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.
I reserved a rental car through Enterprise app, ended up talking to 3 Enterprise **** as well as browsing the Enterprise site, and NOWHERE does Enterprise inform customers of the required $200 deposit for a rental IN ADDITION to the rental fees. When I got upset, the counter *** canceled my reservation and now Im gonna lose my job thanks to Enterprise being unethical and rude.
Business Response
Date: 06/10/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Initial Complaint
Date:05/17/2025
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.
On Tuesday, April 22, I collected a rental car from Enterprise at their *************, **, location, for an eight-hour journey to **********, **. Midway through that journey, I stopped for a break in ******, **. I missed the on-ramp when I tried to return to 81N, and while attempting to get back on track, I hit an unavoidable and non-obvious pothole. The pothole was so deep you could give your dog a bath in it.I called Enterprise Roadside Assistance; I called the Enterprise location in *************, **; and I called a local Enterprise rental office. None of them was the slightest bit helpful. Enterprise Roadside Assistance told me that AAA would come, put the donut on, and then tell me what to do. The woman I spoke with suggested that a rental car might be available locally, although she could not give me the directions for the enterprise office closest to my location. When I called a local enterprise location, the gentleman there told me that, indeed, there were no rental cars available for **** dont like to admit it, but I am 64 years old with gray hair to prove it. All of this nonsense was going on at 5 PM, in a place unfamiliar to me, while I was only 1/2 through my journey. Despite repeated pleas for help from Enterprise, I was left stranded in the middle of nowhere for 90 mins. After that time I made the decision to go to *******. A very kind private individual stopped by and helped me put the donut on. He told me that ******* was nearby. I went there, purchased a tire and set out on my way again. I have been seeking reimbursement for this tire ever since I returned from that 2-day, late-April trip. I think, going on 4 weeks now I paid ******* $111.35, and I would like Enterprise to refund that money to me, despite whatever tire policy they might have. They left me stranded. And no one has responded to my numerous complaints over the last three weeks, by email, by ********,by Instagram, and in person.The customer service is, in fact, appalling.
Customer Answer
Date: 05/19/2025
Thank you, Better Business Bureau! Enterprise has been in touch with me and has resolved the situation to my extreme satisfaction. Please mark the complaint as resolved, and thank you so much for your help. You accomplished in 18 hours what I was unable to accomplish in four weeks of telephone calls and emails and in-person visits. Thank you, thank you!
Business Response
Date: 05/20/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and processed a refund to resolve.
Initial Complaint
Date:05/17/2025
Type:Product 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.
We rented a minivan from The ***************** enterprise location and upon picking up the minivan, it was dirty and smelled like pot. When my wife called the location, the agent said f- you and said that he wasnt going to help us because we came at him. Two conversations were recorded. Absolutely ridiculous. My wife and I have worked in service related industries for our entire life and have never treated anyone like we were treated. Shameful!I could not upload the recorded conversation on this site but I will provide them to you if you give me an email to send them to.
Business Response
Date: 05/30/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Business Response
Date: 06/02/2025
Thank you for the opportunity to respond. Management spoke with the customer and resolved the matter directly.
Initial Complaint
Date:05/16/2025
Type:Product 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.
On Feb 19th 2025 at approximately 6:20 PM, the vehicle suddenly stalled in the middle of traffic at the intersection of ****** and ******. This occurred without any prior warning, creating a hazardous situation for both myself and other motorists. Given the severity of the incident, I immediately contacted Enterprise Roadside Assistance. After informing them that I was obstructing traffic, they advised me to call 911. Law enforcement officers arrived at the scene and, after assessing the vehicle, determined that it had completely run out of fuel. This was shocking, as I had recently refueled the car and had received no dashboard warnings or notifications indicating low fuel levels.The police then arranged for a tow truck, which transported the vehicle to a nearby gas station at 3rd and *********. This was an alarming and distressing experience, as I was left stranded in a dangerous traffic situation without any clear explanation as to why the vehicle had failed.Furthermore, when I initially picked up the rental, I noticed an unusual stalling noise. Concerned, I returned to the lot and brought this to the attention of one of your representatives. However, I was assured that there was no issue and was sent on my way. Additionally, the vehicle had to be cleaned twice before it was provided to me, raising concerns about the overall maintenance and condition of the car.Given the circumstances, I expect full reimbursement for the towing expenses incurred. Additionally, I believe that a complimentary future rental would be an appropriate goodwill gesture, considering the distress and risk I endured. This situation reflects a failure on the part of Enterprise to provide a safe and properly maintained vehicle, and I trust that you will address this matter promptly and professionally.I am adding monies i would like for the pain and aggravation due to non cooperation in this amount.
Business Response
Date: 05/30/2025
Temp resp 1 given to keep complaint status from unres 5/30
Business Response
Date: 06/12/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
Initial Complaint
Date:05/16/2025
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 have Chase ******** card that offers car insurance.Upon picking up my from Enterprise car rental on May 8, 2025, I was told I needed to purchase insurance. I explained that I'm covered my my credit card and decline insurance. They would not accept that and demanded that I pay for insurance. I told them that I would like a refund for my car rental . I called Enterprise and was given the runaround that I have to contact **************************. They also gave me the runaround.
Business Response
Date: 05/30/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Customer Answer
Date: 05/31/2025
Complaint: 23339474

I have reviewed the business' response and am rejecting it because:
I want to keep this open till this is resolved.

Sincerely,

******* ******
Business Response
Date: 06/07/2025
This complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information. We thank you for your patience as we work to get this matter resolved.
Initial Complaint
Date:05/15/2025
Type:Product 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.
My husband and I rented a vehicle from Enterprise Rent-A-Car for a drive home. On the second day of our trip (5/14), the front left tire showed a low pressure warning. We stopped to fill it and found it was in the low 20s.We immediately called Enterprise Roadside Assistance, who directed us to drive to the nearest airport branch at 10 PM to attempt a swap. When we arrived, the airport location said they had not been contacted by Roadside Assistance and had no vehicles available. The on-site employee was kind and checked the tires but could not help. We didnt arrive at our paid accommodation until 2 AM, missing most of our stay, and had to book another night out of pocket to resolve issues with the vehicle since Enterprise would not swap it out.The next morning, the tire pressure had dropped again. My husband called Roadside Assistance and was told to take the car to *********. At *********, we were told it would be a 3-hour wait. They called another location, but that ********* said they had no agreement with Enterprise and wed have to pay **************** wasnt until our third call that Enterprise finally arranged for us to drop off the car at National ************** and said they would cover the cost. However, throughout this ordeal, we asked several times to swap the vehicle and were told we had to contact individual Enterprise branches ourselves to locate a replacement.We lost an entire day of travel, paid out-of-pocket for another hotel night, and spent hours managing repairs to a car we do not own, all while paying Enterprise for its use.This experience was unacceptable. We are requesting reimbursement and compensation for: The additional hotel night we had to pay for, loss of time and inconvenience, performing Enterprises maintenance responsibilities without being offered a replacement vehicle.This is not the level of service we expect from a company of Enterprises size. This is an unacceptable failing that burdened paying customers.
Business Response
Date: 05/23/2025
Thank you for the opportunity to respond. Management has processed a refund to resolve.
Initial Complaint
Date:05/15/2025
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.
On May 9th, 2025 I was falsely charged for damage of a vehicle that was done before I picked my vehicle up. Additionally, I was wrongly charged an amount t for significant damages of a large dent that was no where to be found on the vehicle the photos that were provided. Additionally the company would not show me the car with the alleged damage and huge noticeable dent. When I tried to see the dent in the photos they showed me they blatantly lied and pointed to NOTHING. There was no dent on the vehicle. Charged my company for a poor paint job that was done before I picked the car up and the "damages" aka "significant dent" as they said... weren't on the car. The photos they emailed did not have any type of dent, just showed the poor paint job on the car which was done before I picked the vehicle up. And when I asked for additional photos they showed some bs crappy close up which didn't show any type of detail. I couldn't see the vehicle in person bc it was picked up by the body shop for repairs but was told I could go to the body shop. The body shop proceeds to say oh it's a privacy thing and they couldn't let me see the vehicle. I've rented with so many enterprises through the US for work and never have they blatantly lied or falsified information until this location.
Business Response
Date: 05/23/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and resolved the matter directly.
Initial Complaint
Date:05/15/2025
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 a damage claim related to a vehicle I rented through Enterprise (RA# **VFKB). I returned the vehicle on March 28, 2025, and received a return receipt with the odometer recorded at ****** miles. Over a week later, Enterprise submitted a damage claim citing the odometer at ****** miles, indicating the vehicle had been driven 249 miles after my ********* employee was present at the time of drop-off to inspect the vehicle, and no damage was noted at return. The claim was made after that 249-mile gap, breaking the chain of custody. I promptly disputed the claim and provided documentation proving the discrepancy.On April 28, 2025, I received an email from Enterprise DRU agent ****** *******, stating that the dispute was being formally investigated and would be resolved in approximately two weeks. However, that same day, Enterprise mailed a letter demanding full payment with no mention of the ongoing dispute.I followed up for clarity and asked for written confirmation of the outcome. The only response I received (on May 15, 2025) was the following vague message:The branch will still like to continue pursuing ********** documentation, no explanation, and no resolution was ever provided just contradictory statements and vague references to the branch. The *** has refused to take responsibility, ignored their own process, and continues to hold this claim open with no legitimate evidence that the damage occurred during my rental period.What Im Requesting:- A formal and written dismissal of the claim.- Confirmation that I am not financially responsible for this alleged damage.- A commitment that no collection attempts will be made, and no charges will be applied to my account.Attachments to be included:-Rental Agreement (RA# **VFKB)-Return Receipt (****** miles)-Repair Estimate (****** miles)-Emails from Enterprise showing dispute initiation -Final vague response from DRU (The branch will still like to continue pursuing damages)
Business Response
Date: 05/20/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 05/21/2025
Better Business Bureau:

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

Sincerely,

*** ****

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