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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

Find a Location

Enterprise Rent-A-Car has 2246 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 4,291 total complaints in the last 3 years.
    • 1,645 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.

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    Complaint status

    Complaint type

    • 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.
      I rented a vehicle on 4/12/25. When I went to pick up the vechile they asked me where I was going. I told them to ************. Representative then proceeded to tell me if I would be interested in there ez pass transponder. My wife and I both asked the Representative if we use it will we get charged for toll fees? Representative replied "No". So we agreed to getting it. On 5/12/25 my debit card got charged $66.26 for toll charges. I never received a notification till after the payment was deducted from my account. I was falsely informed and need this resolved.

      Customer Answer

      Date: 05/15/2025

      I know longer have the original agreement. I do have the email from the notification of the ***** that was deducted from my debit card that has the agreement number. I attached that here. 

      Business Response

      Date: 05/27/2025

      Thank you for the opportunity to respond. Management has reached to the customer but has been unsuccessful in establishing contact. Management was unable to leave the customer a voice message. Management sent an email to the customer with a toll breakdown and offered a refund of the toll fee to resolve.
    • Initial Complaint

      Date:05/14/2025

      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.
      On Monday May 12th, I made a reservation for a sedan at this Enterprise location (*****, **) to be picked up 10am on Thursday. The reservation was confirmed and then checked in (i.e., payment information provided) at approximately 10:30am on Wednesday. At 5:52pm on Wednesday, I received a call from the location informing me that they were sold out and that they would be canceling the reservation. Not only was this claim made by an Enterprise associate despite the reservation having been made on Monday and confirmed, they also deliberately called me around 5 minutes before the location closed to avoid needing to resolve the issue. This has now prevented me from renting a vehicle necessary for my travel and has necessitated making a reservation with a competitor more than an hour away. Since this business appears not to be open for reservations it needs to stop accepting them until they sort out their inventory, assuming that is even what really happened (the lot had plenty of cars in it on Tuesday when I drove past it).

      Business Response

      Date: 05/21/2025

      Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and offered compensation to resolve.

      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,

      **** *****
    • Initial Complaint

      Date:05/14/2025

      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.
      To Whom It May Concern,I respectfully request that this message be forwarded to ******* ******, President and CEO of Enterprise Holdings, as I have been unable to locate direct contact information for her or her executive team through public channels.I am writing to share feedback about my recent experience at your ***********, ** location at ***********************************************, and to recognize the outstanding support I received from your Campbells Run Road ************, I arrived in *********** to pick up a rental vehicle arranged by my insurance company. I was greeted by **********, Management Trainee, who informed me there was a Do Not Rent flag on my profile. Shortly after, Branch Manager ****** *** ****** III stated that I would never be able to rent from Enterprise again, as those restrictions are only lifted in identity fraud cases. I asked about next steps and was told it would be a waste of time and that I should try Budget, ***** or Hertz. When I asked if he was speaking on behalf of corporate, he said yes and wrote down ************ as the risk management number, which was incorrect and routed back to the branch.Still seeking resolution, I was eventually connected with *** ****** at the ****************** location. *** immediately recognized my urgency and personally ensured I was connected with ********* *****, who was fantastic. She listened, asked thoughtful questions, and removed the restriction efficiently and respectfully. Both *** and ********* made me feel like a valued customer.While I appreciate their excellent service, I was disappointed with the dismissive and public manner in which I was addressed in ***********. Customers deserve professionalism, discretion, and respect at all times.Sincerely,Dr. ******** *******

      Business Response

      Date: 05/21/2025

      Thank you for the opportunity to respond. Management reached out to the customer and left a voicemail as they intend to speak with the customer directly

      Business Response

      Date: 05/23/2025

      Thank you for the opportunity to respond. Management reached out to the customer, left a voicemail, and sent an email as they intend to speak with the customer directly.
    • Initial Complaint

      Date:05/14/2025

      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 was overcharged $40 for an upgrade when I have ******* club and the car was in the ******* ****** The car was dirty the key fob stopped working the car had ***** miles and was old.

      Customer Answer

      Date: 05/14/2025

      Rental agreement 863137205

      Business Response

      Date: 05/15/2025

      Thank you for the opportunity to respond. Management addressed the customers concerns and offered compensation to resolve.
    • Initial Complaint

      Date:05/14/2025

      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 was manipulated into paying $190 by the Enterprise *********, ** branch under the false pretense that I would be allowed to rent a vehicle. After taking my money, I was then told I was on the *** list something they already knew.Details:I was told by rep ******* ****** that he would notate my account while I traveled to ********* and could pay when I returned. He never did.I was added to the *** list while out of state and wasnt notified.I was later told to come in and pay to get the car which I did and only after taking my $190 did they tell me I was still on the *** list.When I confronted Manager *****, he mocked me and walked away while I tried to explain the situation.Despite 5 escalations, I received no follow-up.I was then sent a $25 moving violation in *******, ** a city Ive never been ***** toll logs prove I never left ********** and ******** during the entire rental period. Ive disputed that charge with the toll team separately.Requested Resolution:1.Remove the $25 Memphis violation from my record.2.Refund the $190 taken under false pretenses.3.Remove me from the *** list immediately.4.Conduct internal review and disciplinary action against ******* and ******** seeking justice and accountability. This situation has caused financial loss, emotional stress, and severe inconvenience due to their dishonesty and mishandling.

      Business Response

      Date: 05/15/2025

      Thank you for the opportunity to respond. Management processed a refund for the toll violation in question. Due to the circumstances of the previous rental, we will be taking no further action.
    • Initial Complaint

      Date:05/13/2025

      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.
      In July of 2024, I reserved an Enterprise car rental through ******. When I arrived at the pickup location I was told I was listed on the Do Not Rent list and nothing could be done about it because the office was closed. I had no choice but to take a vehicle that cost more than double. Since that time, I have made multiple attempts to clear my name with Enterprise. However, every attempt has invovled someone who could not help taking my information down and passing it on to a manager who never calls. This all stems from a prior rental when the car was stolen. My insurance paid for the claim in full as shown in the letter I received from Enterprise / Alamo. However, Enterprise never cleared everything in their system and I have been unable to get this resolved. The paragraph above is about half the story of incredibly poor customer service and incompetence with ********************** including when the vehicle was stolen, during the claim process, and afterwards as I tried to get my account cleared up and my name taken off the do not rent list.

      Business Response

      Date: 05/21/2025

      Thank you for the opportunity to respond. Management has reached to the customer via phone call but has not been able to establish ****************** has sent an email as they intend to speak with the customer directly.

      Customer Answer

      Date: 05/25/2025

      Complaint: 23325777

      I have reviewed the business' response and am rejecting it because:

      ***** called and emailed on Monday 5/19 but we did not connect as I did not see the email. 

      I attempted to contact ***** on 5/21 and 5/22 but he did not reply except for an email stating he would call me later that day. However, he never called. 

      Sincerely,

      **** *****

      Business Response

      Date: 06/02/2025

      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: 06/03/2025

      Complaint: 23325777

      I have reviewed the business' response and am rejecting it because:

      The repsonse is not a resolution.  They are just saying they need to investigate.  

      Sincerely,

      **** *****

      Business Response

      Date: 06/06/2025

      Thank you for the opportunity to respond. Management has left the customer a voicemail regarding the situation. Due to the circumstances, we will be taking no further action.

      Customer Answer

      Date: 06/16/2025

      No resolution has occurred. All enterprise did was claim to be investigation the issue but they actually have done nothing. 

      Business Response

      Date: 06/17/2025

      Thank you for the opportunity to respond. Management has left the customer a voicemail regarding the situation. Due to the circumstances, we will be taking no further action.

      Customer Answer

      Date: 06/18/2025

      Complaint: 23325777

      I have reviewed the business' response and am rejecting it because:

      they have offered no resolution.

      there is no reason for me to be on do not rent list and they simply do not care about this. 


      Sincerely,

      **** *****

    • Initial Complaint

      Date:05/13/2025

      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 rented a car for 3 days, but on the last day the key didn't work in the morning. i called enterprise and they came at least an hour later and couldn't fix it so they drove me to the center to get another car, but by then i didn't need the car. I never used the car all day. I called the clerk at the store later in the day and told him I'd rather not pay for the last day because i had no access to the car. He said, "have a nice day, **** I said, "Wait, are you going to give me refund for the last day?" He said, "yes" and hung up. I never got a refund. I called customer service and they said they'd look into it but never called back. We had a verbal agreement for him to refund me. The company **** me for one day's rent, about $72.

      Customer Answer

      Date: 05/14/2025

      Rental agreement number: 7RHC4C

      Business Response

      Date: 05/14/2025

      Thank you for the opportunity to respond. Management spoke with the customer and is processing a refund to resolve.
    • Initial Complaint

      Date:05/13/2025

      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.
      Someone hit my car August 2024. I returned the Rent-A-Car October 4 of 2024 and now they just took money from my car two weeks ago talking abouta ticket that they never gave me the information for I never seen the ticket they never see me information about the ticket as well. All they did was take money off of my card and not tell me the reason why I did call enterprise multiple times in regards to it. They did say it was a toll and then they're saying that it's a ticket from *********** I still don't have information on it. and when I called municipal court, they tell me that they don't have anything with my name. I called the city of ***** and the lawyer from of ***** and still getting no information. I have caught enterprise more than six times regarding this three weeks total as of today.

      Business Response

      Date: 05/19/2025

      Thank you for the opportunity to respond. Management contacted the customer via email and provided a copy of the citation. Additionally, management addressed the customers concerns regarding the previous misinformation with an apology.

      Customer Answer

      Date: 05/20/2025

      Complaint: 23295137

      I have reviewed the business' response and am rejecting it because:

      The business never let me know why it was not in a timely fashion, so I could've addressed it

      Sincerely,

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

      Business Response

      Date: 05/21/2025

      Thank you for the opportunity to respond. According to company policy, the citation amount was paid and rebilled to the customer. Upon reaching out to the customer on 5/16/2025 via email, management wrote, We had been notified of a photo speeding citation issued that occurred on 8/26/2024 in the Village of *****, ***We do understand your frustration in this matter; however, we were not sent notice of the violation until March of this year.  Because we are the registered owner of the vehicle, the ticket was issued into our name. We do try to process the citations as quickly and effectively as possible, in this instance to ensure additional penalties were not added we did send payment to the court to resolve the citation

      Business Response

      Date: 05/21/2025

      Additionally, when the customer responded readdressing their concern with this experience, management responded, Ms. *********** do apologize for the inconvenience of being provided the incorrect information on your previous contact with our office.  I appreciate you bring this our attention, and will bring this to our management teams attention to be addressed in future training sessions.
    • Initial Complaint

      Date:05/13/2025

      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.
      Was billed and charged multiple different amounts for same vehicle and also was accused of damaging car when I did not have witnesses and can get footage from multiple businesses showing no damage.

      Business Response

      Date: 05/27/2025

      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: 05/28/2025

      Thank you for the opportunity to respond. A response is attached.
    • Initial Complaint

      Date:05/13/2025

      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 car on4/16/2025 for rental on 4/18/25-4/27/25. My final bill was charged at a higher rate than my reservation booking. A couple things - the drop off time was at 7:15am and they had it marked as 4:00pm, the final invoice did not include my member discount of 5%. I also used a free day rental from my member rewards that was not included. Finally the weekly and daily rental rate was charged as a much higher rate than the reservation quote. I have reached out 5 times in 2 weeks with no response, call backs, emails, adjustments at all. I have left messages through the contact chat feature as well. I left personal and work information for reach out. All I keep getting is i will escalate your complaint and if you do not hear in a week reach out again at this point. I was over charged by approximately $150.00 if you add everything together.

      Business Response

      Date: 05/14/2025

      Thank you for the opportunity to respond. Management has processed a refund to resolve.

      Customer Answer

      Date: 05/20/2025

      Better Business Bureau:

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

      *****

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