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

4,295 total complaints in the last 3 years.
1,650 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:05/01/2025
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.
Rented a transit van on 10/2024 from enterprise in ***********, in. Arrived a few minutes before arrival and went through van inspection with *****. Signed the contract with ***** and was ready to go. Another employee came out and told ***** we couldnt have that one cause its now for someone else even though when I got there they had it out and ready for me. I was told I had to wait for a different one to be cleaned and washed and detailed. Waited 45 minutes and made me late for my trip. Also my autistic son was waiting with me and started having a breakdown for waiting and not understanding why we had to wait. It was unacceptable. Was told that the one that was promised to me was for someone else that was a friend of the worker. ***** told me he didnt know why that happened and it was unacceptable and he will make sure to address it. He said it wasnt fair to me or my family. Signed the next contract and went on my way an hour after expected. My son was upset and I was unhappy and it was a poor way to start our family vacation. I am also glad I called ahead of time, because I was supposed to pick up in ********** and they told me it was transferred to crown point but no one was ever told to call and inform me. Filled out the survey after I returned the vehicle and it said since I had complaints/problems some one would be in contact shortly. It has been almost 6 months now with no contact. $1200 was not worth the hassle and poor customer service and no follow up. I never have rented from enterprise before and never will again. ***** was great though. The gentleman who told ***** we could not have that vehicle never acknowledged me. Never apologized and acted like customers dont matter. I never got his name, but he was middle age and I believe had little or no hair.
Business Response
Date: 05/06/2025
Thank you for the opportunity to respond. Here is the response from our local management team;
Attn: Better Business Bureau
Please accept this correspondence as our response to the complaint # ********:
Enterprise reservation #****fw, ******** ******.
**** *******, Area Rental Manager, attempted to contact ********* by phone several times across various days but was not able to speak with her on the phone. **** ******* was able to reach Ms. ****** through email and advise Enterprise would offer Ms. ****** a one-day discount on a future rental for customer service reasons. However, Ms. ****** advised she just wanted the corporate office at Enterprise to know about the situation and to address it.
Thank you for notifying Enterprise of this complaint, *********. Enterprise will address the matter with the *********** location and all its employees to better the customer service moving forward.
Thank you for your consideration in this matter. This matter is now considered resolved.
Please contact the undersigned should you have any additional questions.

Sincerely,
********* ****
Initial Complaint
Date:05/01/2025
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 rented a vehicle from Enterprise and it was hit (and totaled) by another vehicle. I paid Enterprise my insurances $1,000 deductible until a decision was made. It was determined that I was NOT at fault and had zero liability for the accident. I get my $1,000 credited back to my credit card and now Enterprise has blacklisted me from Enterprise and all of their affiliates from renting any vehicles in the future. I found this out in April when i was stranded at the ******************** when I had reserved a car online with Alamo and was denied the rental when I arrived for my mother's funeral. I was told Enterprise is demanding the $1,000 from the accident back in 2023 which was determined to be NOT my fault.I had previously rented with Enterprise for years I want my record cleared of this inaccurate debt and rental permissions reinstated
Business Response
Date: 05/03/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
Customer Answer
Date: 05/15/2025
I did respond. I said I spoke to the company and it was resolved to my satisfaction
Initial Complaint
Date:05/01/2025
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 have an insurance claim pending with the other party's insurance, as their driver collided with my parked vehicle in a parking lot. Unfortunately, their insurance coverage only extends to a full-size sedan rental, which does not accommodate my mid-size SUV. In turn, Enterprise provided me with a ***** Malibu, which they categorize as a full-size sedan, despite industry consensus that it is a mid-size sedan.This discrepancy in classification is preventing me from securing a suitable replacement vehicle while my car undergoes repairs. With a larger family and an active lifestyle, a smaller vehicle like the Malibu is insufficient for our needs. I am unable to afford out-of-pocket expenses for a more suitable rental, especially as I continue to make payments on my car while it is in the shop and unavailable for use.I find it questionable and somewhat unethical that Enterprise would categorize vehicles as larger than their industry-recognized classifications, effectively increasing rental costs or requiring rental upgrades. I am requesting a review of this situation and a solution that aligns with industry standards and my family's needs.
Customer Answer
Date: 05/01/2025
Ra# **ktvs
Business Response
Date: 05/02/2025
Thank you for the opportunity to respond. ***************** Southwest dba Enterprise Rent-A-Car provides rental cars to insurance replacement customers based on the rate authorized by the insurance company. These discounted rates are negotiated with the respective insurance company. Management has resolved the matter with the customer and insurance provider directly.
Customer Answer
Date: 05/05/2025
Better Business Bureau:

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

Sincerely,

**** ********
Initial Complaint
Date:05/01/2025
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.
Reserved a vehicle for 2:30 on 4/7/25. Was informed no vehicle available on 4/7/25. Re-Schedule to pick up vehicle 4/8/25. No vehicles available. Re- scheduled once again on 4/8/25 no vehicles available. Re-scheduled 4/10/25 once again no vehicle. As of 4/10/25 9 AM no vehicle available. This is an insurance paid transaction with *********************.
Business Response
Date: 05/21/2025
Thank you for your patience, we have located the necessary rental information. 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:04/30/2025
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 made a reservation to rent a full size suv at the ******************** location for Thursday April 17, 2025 at 10am. On the day of the reservation I was contacted by the Mamaroneck location that I would have to pick up a vehicle from them as the ******************** location had no suvs available. The ********** location is a further distance from my home but I made the trip as I needed the vehicle for that a week. Upon picking up the vehicle the gas gauge was not a full tank, and there was no conversation with the representative regarding gas. Upon returning the vehicle I was charged an extra $100 more than the quoted price and was informed that it was because I returned the vehicle ten gallons less than when I picked it up, and that I was being charged over $5 per gallon for it. I explained that I did not believe that I was 10 gallons short but could not tell because I was never informed of the initial amount so I had no way of knowing how much should have actually been in the tank upon the vehicle's return. I attempted to explain this to the representative and his response was that they have a computerized system that informs them of the amount of gas in the cars at all times, which in no way could let me know how much gas is in the car when I picked it up. I was also told that I was accommodated for my inconvenience by reducing my rental cost by $200 which was not the case because the reduction in price was do to the location as told to me by the same representative prior. I am a frequent customer of ********************** and am only asking to be treated fairly and to pay a fair price if I was in fact short on gas, but to pay almost $60 for 10 gallons of gas when I was never given any other options is in no way fair practice.
Business Response
Date: 05/01/2025
Thank you for the opportunity to respond. Management processed a refund and resolved the matter.
Customer Answer
Date: 06/23/2025
The business has provided a resolution, that I am satisfied with.
Initial Complaint
Date:04/30/2025
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 on January 22 and drove to ***** ******** on January 23rd. This drive was on a toll road in ********. I returned the car on January 24th. I looked up the license plate on the pike pass platepay website and paid the $21 toll. 3 months later this week, I received an e mail from enterprise telling me that they charged my card on record $21 plus $9 service charge for the toll. I contacted enterprise and they said theyd credit my account if I jumped through many different document hoops. This same thing happened in February and in March.
Business Response
Date: 05/14/2025
Thank you for the opportunity to respond. Management has reached to the customer on four occasions and has been unsuccessful in establishing contact. Management left four voice mails as they intend to speak with the customer directly.
Customer Answer
Date: 05/14/2025
Complaint: 23271062

I have reviewed the business' response and am rejecting it because: I have a record of all voice mails nd unanswered call, I have not received any calls that I can see or hear that are from Enterprise. Need to check the phone number calling, ************. What number should this call come from and what location? I didnt get the calls.

Sincerely,

*********** *****
Business Response
Date: 05/15/2025
Thank you for the opportunity to respond. Management reached to the customer twice on 5/15/2025. On the first attempt the call was answered and disconnected. On the second attempt management left a voicemail. We have included the call logs of these attempts.
Initial Complaint
Date:04/30/2025
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.
In October 2024, I rented two vehicles from Enterprise, both with physical damage. The first vehicle had a defective battery and was replaced by a second vehicle. When I returned the second vehicle, I had a conversation with the staff about damage to the passenger mirror. Although the damage was not listed on my rental form, it was identified by a previous renter and I was told that I would not be liable for the damage. However, I then received a bill for the damages (Enterprise Claim Number ********) in the amount of $698.97. I emailed the agent listed on the bill, **** ******* on December 1, 2024, with a CC to my insurance agent. Ms. ******* denied receiving the email and denied that she had the ability to review the previous damage listed on the vehicle and sent this bill to collections.After a back-and-forth with the claims agent, I called Enterprise directly and was told by two different customer service agents on March 4, 2025 and March 13, 2025 that they were sharing my concerns with managers who had authority to review the case. However, I have not heard from them.Given that the damage was already reviewed in person by Enterprise staff who found evidence that I had not caused it, I would like Enterprise to remove the bill and cancel the collections claim.
Business Response
Date: 05/06/2025
May 5, 2025
BBB
RE: Case# ******** ***** ****
Enterprise File No. 21733348
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.****. Ms. **** rented a 2023 Chevrolet Malibu bearing California registration 9EMC455 from Enterprise Rent-A-Car **************************************, dba Enterprise Rent-A-Car in *******, **********.
At the time the renter took possession of the 2023 Chevrolet Malibu, the vehicle was determined to be rented with damage to the front bumper.This was confirmed by the renter initialing on an electronic tablet at the time of check out. Upon return, a claim was written for the passenger side mirror,erroneously citing it as new damage, as it was previously documented.
Upon reviewing the concerns presented by Ms. ****, our office closed our file on May 5, 2025. At Enterprise Rent-A-Car, 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:04/30/2025
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 recently suffered a tragic loss of a family member. I attend college in ********** *******. Since this was a sudden loss, I didnt have the enhanced license required to fly. I booked my car reservation and it was confirmed for me to pick up the car at 1130 on 4/30 and drop off in ***************. I have proof of confirmation. When I got there, the Statesboro rental office said they do not have a car available even though I was confirmed. I immediately called customer service. They said that they will bring a car from another Enterprise location in ******, ******* or ********, so I can get home for my family members funeral. They told me to wait for the call that the car was available. It never happened. Every time I called back, the customer service said that a manager will call me. No one ever called me or brought me a car. Kept lying to me and being very nasty and rude. I called 7 times and was given the run around and to wait for a manager to call me. Never happened and now I cant go home to my family members funeral. Everyone treated me horribly and kept lying to me. No one helped me or kept their word. I am completely devastated. Enterprise was the only rental company in my college area that offered one way rentals home. Im a puddle of tears in my college dorm with no way to get home.
Business Response
Date: 05/05/2025
Thank you for the opportunity to respond. Management has reached to the customer but has been unsuccessful in establishing contact. They intend to speak with the customer directly.
Customer Answer
Date: 05/21/2025
I received a message that Enterprise tried contacting us. They have not and I have phone records showing they have not.
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: 06/02/2025
Thank you for the opportunity to respond. Management has reached to the customer via phone call but has not established contact. Management left two voicemails as they intend to speak with the customer directly.
Initial Complaint
Date:04/30/2025
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 20, 2025, I called Enterprise car rental **************) to reserve a car for March 21st at ***************, **********. I was charged a $65.25 deposit. Confirmation # **********. When I arrived at the airport Enterprise rental center, they would not accept my credit card because it was a dual debit/credit Bank card. So, I asked for my deposit back & was told they don't collect *********** this point I had to take an **** 2hr drive home. The next day I called the original number from when I rented the car & paid the deposit asking for a ************* referred me to their escalation Team (*************) 1:15pm. Escalation team said they would return my call in 2-3 hr. but never did. Early April I started this process again & was speaking to Asian lady named ***** with the escalation team who said my refund was processing It would take about 2 weeks. April 16 i called & ***** said the exact same thing & again on April 30th. I am tired of the runaround. I also called Enterprise corporate office *************) & was told they have nothing to do with these 3rd party call centers.Bottom line I have yet to receive my refund & would like BBB help in obtaining my refund. Thank you in Advance.****** ***** ************************************************************************** ************
Business Response
Date: 05/07/2025
Thank you for the opportunity to respond. Management has reached to the customer and *********** services to get this matter resolved directly. Management has made the customer aware of the process taking place.
Customer Answer
Date: 05/09/2025
I am concerned that this complaint is being put on a back burner whenever someone calls me they refer it on to different departments. I should have had a resolution by now. No one seems to know how to handle it.
Business Response
Date: 05/19/2025
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: 05/23/2025
Thank you for the opportunity to respond. Management has researched the complaint and contacted credit card services as a deposit charge was not located. Management would like to inquire if there is any supporting documentation of the deposit charge available.
Initial Complaint
Date:04/30/2025
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.
Rented from ********** IL location, ******* and his staff here are great. Somehow somewhere along the line, 3 lug nuts were left off the wheels, one on each of 3 tires. At first I thought nothing of it, but then felt like the car drove a little strange so I called the 800 number. They told me I could not go to ********* or just put lug nuts on it, it had to be exchanged. I then drove from my home, address attached, to midway, to be told I cannot exchange the car unless I file an insurance claim. I had no idea what the staff were talking about. 7+ staff standing around telling me I would be getting a 4 seater car after the insurance claim. Knowing nothing about any damage, and never noticing anything, she pulls a portion of the bumper that is not aligned and asked me about it. Again, I know nothing about. She tells me to leave and take the car to ********** in the morning. I called the 800 number, said it is being escalated, give them 5-10 minutes. I wait at the airport for over an hour. No call. I called back, and then said a field manager called me and told me I could go back to the airport. This never happened. I gave up at this point, driving the car with lug nuts missing, no one to talk to or help me. This morning, I arrive early to **********, and ******* he great. He says he knew about the bumper, its not a big deal, knows it not from my rental, and says ********* can put the lug nuts on. Great. Except that now I have been sitting at ********* for 45 minutes so far. This car rental, while customer service with ******* is awesome, had horrible customer service at ****** and on the phone. I would like compensation for the 90+ minutes at the airport, on the phone, and now at a car repair shop. Insurance/ a body shop is paying for the rental so Im not sure if a credit for another time is appropriate or some kind of compensation, but the stress and hardship from this rental is enormously unfair. I would appreciate your assistance in this matter. Thank you.
Business Response
Date: 05/01/2025
Thank you for the opportunity to respond. Here is the response from our local management team;
Attn: Better Business Bureau
Please accept this correspondence as our response to the complaint # ********:
Enterprise rental agreement # 81J18K, ******* *****,store #**DP.

Our Area Rental Manager spoke to the customer on 5/1/2025.
For customer service reasons, Mr. ***** was given Ms.Szelas contact information for assistance on a future reservation.
This matter is now resolved.
Thank you for your consideration in this matter.
Please contact the undersigned should you have any additional questions.

Sincerely,
********* ****
Customer Answer
Date: 05/06/2025
Complaint: 23267482

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

I am not rejecting, I was just wondering if the Enterprise agent who contacted me (who was great) could send me an e-mail with the contact information and the discount. We do have 5 kids which I could use a 7/8 passenger vehicle in the summer to take them to camps and things so I am interested in a discounted future rental that was offered. How can I schedule that and see what the discounted price would be? If we can do this through e-mail or phone that would be great. Thanks so much for your time.

Sincerely,

******* *****
Business Response
Date: 05/13/2025
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: 05/14/2025
Thank you for the opportunity to respond. Our Area Manager will be reaching out to the customer directly.
Customer Answer
Date: 05/14/2025
Better Business Bureau:

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

***** and ******* did great follow up and Im confident they will follow through. Thank you.

Sincerely,

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

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