Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

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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

4,291 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.

Initial Complaint
Date:05/08/2025
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.
Hello, I picked up my rental car and waited 47 minutes from the scheduled pick up time. When I was late returning the car they billed me for a extra day. I was a hour pass the return time. Realistically a time adjustment should have been made since the car was late being given to me. But they charged a extra day. I left a review on ****** and complaint. customer service then reached out asked for my information and said someone would follow up. No one did. I went through the website and sent a follow up complaint again my information was given customer service apologized said they are sending the complaint to the branch and to the regional manager since no one follow up was taken on the 2 complaints before. So 3 times and Enterprise doesn't follow up. No email or call. They are just blowing me off and I want some type of follow up.
Business Response
Date: 05/13/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund of the additional day to resolve.
Initial Complaint
Date:05/08/2025
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 from them September 2024 and the vehicle was stolen. I paid out of pocket to return home because they would not assist with a replacement vehicle.Upon returning to town, I asked if there was anything I could do to help with the claim and was told the vehicle was being 'written off.'Fast forward to December, I am notified of a claim on my personal insurance which I did not make (I have liability only.) Enterprise was trying to collect on my personal insurance without my permission, damaging my insurance history.I offer to work with Enterprise, as I had obtained third party rental insurance (which I told them when the vehicle was stolen.) I repeatedly attempted to retrieve the police report on their behalf and have thus far been unable to obtain ****** Enterprise is threatening to collect the vehicle cost of over $43,000 from me personally, or otherwise send the issue to collections. For four days of travel, this is an egregious amount and has caused me immense personal distress.
Customer Answer
Date: 05/08/2025
Attaching rental agreement.
Business Response
Date: 05/13/2025
Thank you for the opportunity to respond. Our Risk Manager has been in contact with the customer via email and made aware of next steps.
Initial Complaint
Date:05/07/2025
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 rent a car through enterprise while my car was in shop getting fixed. On a Friday afternoon, I went to enterprise about a concern I had about them changing me extra money for the rental when the rental was covered by my insurance. On the next day Saturday night, enterprise stole the vehicle from the location that the car was at. I called the city to see if the car was towed by the city of *******. They can't find anything in the system about the rental. I filed a police report and also contacted enterprise about this matter. Enterprise said that they find the car but they didn't find it through the Chicago police because the police would've notified me that they found the car so that suspicious that enterprise recovered the car and enterprise had also stated to me that the car didn't have tracker on it so once again, how did they receive the vehicle if the police didn't report the vehicle being found and if enterprise so called didn't have a tracker on the vehicle. Enterprise is now trying to get me to pay for the vehicle saying that it was damaged and it is my responsibility to pay for the damages. They are continuously harassing me to pay for damages that i didn't cause to the vehicle that was safely outside of where i was located at the time. And they are also threatened me to pay or they are going to put it on my credit. I also know multiple individuals that went through the same situation and other scandalous situations with enterprise rent a car business so this doesn't sit right with me at all.
Customer Answer
Date: 05/21/2025
My reservation number/rental agreement number for the rental was 5XW11J
Business Response
Date: 05/28/2025
May 21, 2025

BBB

RE: Case# ******** ******* ************

Enterprise Claim Number: 21712178

To Whom it May Concern:

We are in receipt of a complaint submitted by Ms. ************ where she disputes responsibility for the above noted claim. This office handles damage claims for Enterprise Rent-A-Car. We appreciate having an opportunity to investigate the matter.

Ms. ************ rented a 2022 ****** Camry on October 3, 2024, from Enterprise *************** of ******************* d/b/a Enterprise Rent-A-Car located in ********, ********. On October 22, 2024, a person identifying themselves as a friend of Ms. ************ advised the rental branch that the vehicle had been stolen; a claim was created. On October 24, 2024, Ms. ************ contacted the local branch, stating that the vehicle was taken by a tow truck, but we were unable to find an impound record for the vehicle. The local branch instructed Ms. ************ to file a police report on the theft and file a claim with her insurance company.

On January 23, 2025, our office billed Ms. ************ for the missing vehicle; our office billed *************************** carrier, AAA, on February 24, 2025. *** paid the claim less Ms. ************* $1,000.00 policy deductible. On May 7, 2025, our office left voicemail for Ms. ************* and the claim was then referred to a third-party collection agency. The vehicle has been recovered by police and was deemed a total loss.

At the time the renter took possession of the 2022 ****** Camry, Ms. ************ accepted the terms and conditions of the rental agreement which indicated she was accepting the 2022 ****** Camry in good physical and mechanical condition and would return the vehicle in same condition as received, ordinary wear and tear excepted. The vehicle was stolen and recovered with damage. Per the rental contract executed by Ms. ************* she is responsible for all vehicle damage or theft which occurs during her rental period. At this time, our office will continue to pursue Ms. ************ for her $1,000,00 policy deductible through a third-party collection agency.

Should you require any additional information, please do not hesitate to contact our office.

Sincerely,

******* ******, Analyst

Damage Recovery Unit
Initial Complaint
Date:05/07/2025
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.
My car has been out this week due to a repair need. My warranty company made a reservation through enterprise.They called me, and the time did not suit me. I called three other locations. Over the course of ******** I called five locations, which became less and less accomodating. I made a reservation for 5/7, and to be picked up.I was not picked up. Called the company, and they said they could see the reservation at a different branch. They transferred me to the branch. The branch manager said that they had been waiting on confirmation. I asked what they could do to accomodate me. They said they had no cars. I lost my temper, and said there was mothing they could do. I called a total of seven locations, all of whom could see my reservation, none of whom could get me a car until friday afternoon.I called the dealer to confirm ny car will be done Thursday afternoon. I will have spent $800 in lyfts to get to work. I feel tgey have screwed me over by providing no car when i had a confirmation with a time and they refused to reserve a car. I do not understand how they can all see my tental but none of them can provide a car.
Business Response
Date: 05/19/2025
Thank you for the opportunity to respond. Management spoke with the customer and addressed their concerns. Currently, the customer no longer has a rental *************** shared the customer can reach out for any future rental needs.
Customer Answer
Date: 05/22/2025
Complaint: 23300208

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

At no point in our call did the business make clear that they were responding to my BBB complaint, nor did they bring up or address my grievances. It was directly framed as a courtesy call about my reservation, asking if there was anything they could do. At that point I had no need for a car and told them as much and the call ended. At no point did they bring up that they failed to get me a car for my reservation, or despite the fact that they had it that they failed to provide a car. No one addressed that I had made an appointment for that Wednesday that was either lost or forgotten. It has been two weeks since the reservation was set and no one in the company made any effort prior to the BBB reaching out to see why i did not use the reservation, or to address the complaints I made to managers at at least two different locations. I feel that Enterprise has decided to act as though they have no culpability in this matter, and their so called call was a clever ruse to skirt responsibility and pass the ***** I feel as though the three days I was out of a car and Enterprise actively failed to do their job at multiple locations as a company are monetarily owed to me. The fact that they did not directly address my complaint and treated this call as a passive after-the-fact customer service call that brought up and addressed nothing is insulting to my dignity and intelligence. I believe they thought they would weasel their way out of what was owed and close this quickly. I reject this.

Sincerely,

****** ******
Business Response
Date: 05/28/2025
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: 05/30/2025
Thank you for the opportunity to respond. Our Area Manager has sent the customer the following email; I am sorry to hear you are unsatisfied with the resolution and would like the opportunity to discuss the situation and come to a mutually agreeable resolution. I have made several attempts to call and left messages to resolve this incident but have yet to hear back from you. I have provided my contact information to you and look forward to resolving the incident.
Customer Answer
Date: 06/02/2025
Complaint: 23300208

I have reviewed the business' response and am rejecting it because:
this has not yet beeb satisfactorily addressed

Sincerely,

****** ******
Business Response
Date: 06/05/2025
Thank you for the opportunity to respond. Management was able to get a response from the customer and offer compensation to resolve. Management awaits the customer's response.
Initial Complaint
Date:05/07/2025
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.
Good Afternoon, The time is now May 7th 2PM and Enterprise has not resolved my Dispute of a unlawful charge of $325 made by Enterprise Rent-A-Car around April 29, 2025, which was withdrawn from my account without justification. I still have not recieved a call or anyone solution to this problem.Time records of my call:April 25th I called my bank to place a dispute: dispute claim number is ********.on April 26th my dispute was rejected. I kept on reaching out to Enterprise during this time frame and spoke to a *** that promised me that they will contact me but have not yet (please ask them for call ref ID 3T348H)According to this investigation, their charge was deemed valid based on a citation that was allegedly incurred while the vehicle was under my responsibility. However, I have obtained and am p***ared to submit definitive evidence that demonstrates the following:I returned the rental vehicle prior to the date and time the citation in question was issued.I am in possession of the timestamped return documentation, supporting citation notice, credit card usage with date of returned vehicle, and video footage confirming the vehicle was no longer in my custody at the time of the alleged violation.The citation, ***ortedly for a school bus-related infraction, could not have been committed by me as I was not in possession of the vehicle.The continued withholding of this $325 has had a direct and negative impact on my personal finances. This unexpected deduction has caused delays in paying essential bills, disrupted my budget, and negatively affected my ability to meet basic living expenses.I have requested that this matter be rectified immediately by enterprise and that the $325 be refunded without further delay. All supporting documentation is available for your review upon request, and I am willing to cooperate fully to resolve this issue promptly.I have allowed Enterprise ample time to reach out, but they have not done so. Please help me.
Business Response
Date: 05/14/2025
Thank you for the opportunity to respond. Management identified the associated rental and paired the customer with our citations department to receive verification.
Initial Complaint
Date:05/07/2025
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.
see complaint attached
Business Response
Date: 05/15/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, processed a refund, and requested that their National Free Day be reinstated.
Customer Answer
Date: 05/20/2025
Yes, this is now solved. Thank you
Initial Complaint
Date:05/07/2025
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 March 5, 2025, I rented a car from Enterprise at *****************************************. I paid for the *** (Collision Damage Waiver) coverage, clearly listed in the rental agreement at $14.99/day. Despite this, Enterprise is demanding $19,784.02 for damages. Ive already submitted proof of *** payment, but they continue to deny coverage. Their representative responded unprofessionally and sarcastically. I am being threatened with collections for a charge I do not owe.
Business Response
Date: 05/14/2025
Thank you for the opportunity to respond. Management has reviewed the complaint brought forward. Our records and the documentation provided by the customer show that the customer initialed to decline all protections upon rental pick up. The provided documentation also depicts the line-item cost of the protection products per day. However, the zero-dollar amount billed to the customer due to their declining of coverage, is out of frame. Management has prompted the customer to provide sufficient proof of payment sharing that this documentation can be obtained from their financial institution. There will be no further action taken at this time.
Initial Complaint
Date:05/07/2025
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.
I reserved a car in ********************** location and got a confirmation email from Enterprise that my reservation is confirmed and in meantime this location closed down and I tried having Enterprise rebook this reservation at another location for the same dates, vehicle type and price, but no one was willing to assist me.
Business Response
Date: 05/13/2025
Thank you for the opportunity to respond. Management spoke with the customer and scheduled their reservation for an alternate location.
Customer Answer
Date: 05/29/2025
An Enterprise manager called me and I was told that they'll move over my reservation to the ***************;Street location, and I confirmed that I'm ok with that. Today when the car was picked up the branch manager told me that they are only honoring the 1st month of my confirmed reservation and not the full reservation as you can see attached. can you please have this escalated that they should honor the full confirmed reservation.
looking out for your reponse,
Thanks so much!
Business Response
Date: 05/30/2025
Thank you for the opportunity to respond. Management spoke with the customer, confirmed we will honor the rental until 8/29 as reserved, and shared the customer will need to rewrite the rental contract every 30 days.
Customer Answer
Date: 05/30/2025
Better Business Bureau:

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

Sincerely,

N. T.
Initial Complaint
Date:05/06/2025
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.
I rented a car from Enterprise on February 22, 2025, from their **********, ** location (********************). At ******, there was a crack in the windshield. I reported it to staff, who assured me verbally that it was already documented, safe to drive, and I wouldnt be held responsible.The crack worsened during normal driving. I returned to the location before my trip and expressed concern, but was told again it was safe to drive, I would not be charged for the windshield, and there were no full-size cars available.After returning the vehicle to a different Enterprise location out of state, I was informed that the Blue Ridge branch never documented the windshield damage. Despite providing photo evidence showing the crack was present at pickup, I was still charged. I also have an audio recording of a Blue Ridge staff member clearly stating I would not be held responsible and that damage was present during pickup.
Business Response
Date: 05/07/2025
May 7, 2025

BBB
RE: Case# ******** ****** ******
Enterprise File No. 22226007
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. ********** ****** rented a 2024 ****** Altima bearing Missouri registration LRA827A6 from Enterprise ******************************** dba Enterprise Rent-A-Car in *********** *******.
At the time the renter took possession of the 2024 ****** Altima, the vehicle was determined to be rented with damage to the decklid. This was confirmed by the renter initialing on an electronic tablet at the time of check out. The vehicle was returned with damage to the windshield. Per the rental contract executed by Mr. ******* he is responsible for all vehicle damage which occurs during his rental period.
On March 10, 2025, we closed our file as a customer service measure. 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:05/06/2025
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 booked a rental from enterprise and expected to get a Legal car since that is what is expected from a legit business. I end up going to ****** with car on my vacation and at the border I got questioned due to the car. The police pointed out that car had expired inspection and a cut out part and then asked for registration so I look in glove and found the registration but of course expired for over a year. Due to this border police started to interrogate me that I stole the car and wouldnt let me leave unless show proof of rental. I was able to pull it up on my cellphone luckily but still got questioned why I would drive an illegal car and why I would rent a car that wasnt inspected. Isnt that what I paid over $400 for to ensure I had a car in good standing. After border police finally let me go feeling bad that I was victim of fraud of the company renting me such a car. Which police did say if I get pulled over I would still be in fault due to driving an illegal car and car would be taken. So obviously I was shaken up and stressed out driving rest of vacation and I was worried I wouldnt even get back into the country since company made me a criminal. I end up going to drop off car and I didnt want to be over top angry cause I work in retail and understand its stressful to have people attack you but I couldnt not say something. I go and mention car was uninspected and registration was expired and I got a ohh well usually police look other way when they see out of state plates. I was just so stunned that was the responce I just shut down and left after not even getting a sorry. It is obvious they rent these cars uninspected all the time the clerk wasnt even shocked HE KNEW! And nothing!!!Rental was done at the enterprise at ************************************
Customer Answer
Date: 05/06/2025
Just received call from a manager offering full refund and apology saying it was a failure
Business Response
Date: 05/06/2025
Thank you for the opportunity to respond. Management has contacted the customer and processed a refund to resolve.

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