Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

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.
1,649 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:05/13/2025
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,

*****
Initial Complaint
Date:05/13/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/18/2025 I rented a vehicle from this location. I reserved a pick up truck two weeks prior, the manager confirmed my rental. On 4/18/2025 I go to pick up vehicle they did not have a pick up. Tried giving me a smaller vehicle. I took vehicle it was nasty and smelled of cigarette smoke I made them aware nothing was done to solve issue. On 4/21/2025 I returned vehicle. Vehicle was not damaged returned full of fuel etc per agreement. I spoke with a young man that was very disrespectful and demanded me write him a good review. I left and was told my deposit of 290 and some change was held on my credit card. I have called customer service three times as of today 5/12/2025 and keep being told they will send it to escalation to fix issue nothing has been done. Confirmation number I have is 7y5L68 they have not closed account out as of today and still have not returned my deposit. That is what Im seeking. Is return of my deposit
Customer Answer
Date: 05/13/2025
Here is the document you are requesting
Business Response
Date: 05/15/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and processed a refund to resolve.
Customer Answer
Date: 07/09/2025
I have spoken with the manager and everything has been resolved and I have received my refund.
Initial Complaint
Date:05/12/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
PRIVATE EQUITY NOTICE OF DEFAULT & DEMAND TO CURE STRICTLY PRIVATE AT ARMS LENGTH NO PUBLIC CONTRACT All Rights Reserved No Assumpsit No *** Jurisdiction Presumed TO:Enterprise Rent-A-Car / ***************** ***************************************************************************************** EMAIL: ************** FROM:IAMLSV, Authorized Trust Executor DATE: 05/09/2025 RE: Trust Property Seizure, Constructive Fraud, Breach in Equity Rental Agreement: #********* NOTICE TO PRINCIPAL IS NOTICE TO AGENT NOTICE TO AGENT IS NOTICE TO PRINCIPAL FACTUAL RECORD ON FILE:1.*********** maintains a Net 30 billing account with your agency.2.Rental #********* was processed in violation of billing terms, forcing out-of-pocket payment from our trust agent.3.Said agent, with valid authority and contract in hand, was falsely accused of *********** enforcement confirmed the agent had lawful possession and payment was valid.5.Result: trust property seized, defamation, and breach of agreement.EQUITY VIOLATIONS IDENTIFIED:Breach of Billing Agreement Misrepresentation of Authority Conversion of Trust Property Trust ***************************** Failure to Honor Executed Agreement DEMAND TO CURE WITHIN 10 CALENDAR DAYS:1.Refund of $221.02 to the Trust.3.Restoration of Net 30 billing privileges.4.Assurance against future denial of access to trust agents and written apology.FAILURE TO CURE EQUITY ENFORCEMENT TERMS:Private lien may be placed on Enterprise assets.Constructive trust claims will be filed on owed funds.All evidence will be published in a Record of Dishonor.Silence will establish Estoppel and ************************** reserve all rights to enforce through arbitration or offset.This matter remains governed exclusively by private trust law and equity. No ***, statutory, or public jurisdiction is implied, granted, or accepted.****** Executor for Oshun Trust By: ******-******:******, Agent Sole Administrator of *******************************
Business Response
Date: 05/23/2025
Thank you for the opportunity to respond. Management processed a refund.
Customer Answer
Date: 05/26/2025
Complaint: 23319841

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

My account with closed without authorization.

Sincerely,

****** ******
Business Response
Date: 05/29/2025
Thank you for the opportunity to respond. The account contractual obligations were not satisfied. We encourage the customer to reach out to their account representative for further assistance.
Business Response
Date: 05/29/2025
Management has confirmed that the complainants rental privileges are intact. When renting with an account, only employees can utilize account benefits and must provide proof of employment for fraud protection purposes.
Initial Complaint
Date:05/12/2025
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 have been renting a vehicle from Enterprise ************ in **** for more than 4 months and spent over $4,000 at this location. An employee named *** used to assist me every time I had to renew my rental agreement, but recently he got promoted and transferred to a different location. I had to close one month rental agreement and started a new one on May 9th and I have been doing this for the past 4 months. The employee named ***** said the total amount for a previous rental was $1,110.19. I keep track of the total amount when I sign an agreement for upcoming rental and what I had written down in my phone was $1,071.90. I inquired about the charge. Not only ***** was willing to help but also she seemed annoyed the fact I was asking a question. She kept telling me to speak to the manager when he comes back on Monday. I also had a printed coupon for an upgrade. I had already checked with the customer service on phone before I came in how to use a coupon. I became a Platinum member and received 4 upgrade coupons. I was told that since there is no code to apply online. Therefore, I had to print out and bring with me. ***** was giving me a hard time telling me I had to apply online when I made a reservation. I told her what customer service said but she did not listen. Instead, she went to the back of office to speak to her colleague just to confirm that I was right.I called Enterprise ************ location and spoke to the acting manager named *** that I found the rental agreement stating the total amount was indeed $1,071.90 NOT $1,110.19! *** said he would let the manager ***** know on Monday and he would give me a call. Yet, I have not received a call from *****. This is how these people treat you as a customer and decieve clients when you are loyal to them! I guess it doesnt matter to them because it is a high season for rental car and they can keep up their business even with bad customer service lol
Customer Answer
Date: 05/13/2025
Hello. My fullname on rental agreement is *** *****. Thank you.
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.
Initial Complaint
Date:05/12/2025
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 made a reservation (#**********) on 04/26/2025 through ******, for a Full-Size SUV at Enterprise from May9th to May12th. I called customer service on ****** and the local ********************** branch on May8th to confirm availability of said vehicle, and was told it would be there. On May9th I got a call from the local branch and ******* informed me that the full-size suv they received came back with mechanical issues. She said she did not know how long it would take to fix and offered to get me into a doge durango to which I declined because I needed that full-size as I was travelling with 7 people. She asked if I could postpone my trip a couple of hours as she was expecting a vehicle that fits my needs to arrive between 2:30pm - 3:00pm and would give me a call. I agreed and waited. At 3:00pm I called the local branch as I had not heard from *******, and spoke with ******** who said the vehicle was available. Getting there I asked ******** are you sure you have a full-size SUV and he said yes. When ******* took me to the car, I noticed it was a ******* Palisades, and not a full-size SUV. I asked her that I thought I was being given a full size. She said they didn't have one and this was what was available. I said "but I paid for a full size suv, this is smaller". She said "this is a premium crossover but we have a premium-suv available for an additional fee". I was running late at this point and decided to go with this vehicle. At no point in time did they offer to adjust the rate down. My complaint is this is false advertising as I was given a smaller vehicle than what I paid for. I had a similar issue happen in February this year, but in that case the agent on site remedied the situation by offering a discount as I was put into a smaller class vehicle. I've attached my reservation showing what I paid, my rental agreement showing the car I was given, and the various SUV classes listed on your website showing I was downgraded through no fault of my own but charged the same
Business Response
Date: 05/13/2025
Thank you for the opportunity to respond. Management reached out to the customer, addressed their concerns, and offered compensation for the difference in car class to resolve.
Customer Answer
Date: 05/13/2025
Better Business Bureau:

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

Sincerely,

**** ******
Initial Complaint
Date:05/12/2025
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.
Date of service April 21 2025.When we went to pick up our scheduled rental car for 8am, we were given a car that was filthy and unsafe to drive. Upon getting on the highway and noticing the mechanical issues we called back and were instructed to go back to enterprise. We then waited 40 minutes without being seen and had to go to a different location after already back tracking to this location. Upon arriving at next location we waited another 45 min before being seen and were told they had no more SUVs which is what we paid for. We were given a compact vehicle 4.5hrs later and with this being a 22hr roadtrip, we almost missed the military graduation we were attending due to the set back. I filed a complaint and was told they would call me back. After over a week I had called back twice with no update and no representative reached out to me. A week later the area manager contacted my husband though I was the one filing complaints and verified my number multiple times. The case was closed without my knowledge so i called corporate and reopened the case stating my frustrations, and how unprofessional this was. I was told the case was reopened and they would call me back. It has now been close to a month with no representative contacting me back and when I call corporate they tell me the notes arent updated and my number isnt on file. This is absolutely ridiculous and we were charged for services that didnt even meet the intended expectation. Upon calling corporate they said an $80 credit was deducted from the bill but I NEVER agreed to this, never was told this, and quite frankly that amount doesnt even cover a significant portion of what we were charged considering we got nothing we paid for and were heavily inconvenienced the entire time. With still no contact from customer care, I am filing this complaint to prompt a proper response/resolve.
Business Response
Date: 05/19/2025
Thank you for the opportunity to respond. Management offered the renter compensation to resolve.
Customer Answer
Date: 05/20/2025
Complaint: 23312918

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

The amount of compensation doesnt even cover the cost of a day of service. This inconvenienced the entirety of our trip. Additionally, I was never contacted back after making several complaints and leaving my own number, the issue should have not gone to my husband as he was never left as a contact for the complaint. The compensation was never approved by myself the one who filed the complaint and I still have yet to receive any contact from enterprise after calling a total of 6 times now.

Sincerely,

**** ********
Business Response
Date: 05/27/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Initial Complaint
Date:05/11/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a complaint against Enterprise Rent-A-Car (******) regarding an unfair damage charge from a rental at their ******************* (***************************************) and the collection action that followed.I rented a car on May 15, 2024. The car worked fine, but the next day the drivers sun visor fell down when I touched it. It had clearly been broken before someone had glued and nailed it in place. I took photos showing this. When I returned the car on May 22, I told staff about the broken visor. They denied it was pre-existing and tried to charge me for the damage. I refused to give my credit card or insurance information and did not sign anything.Later, Enterprise sent a report to my credit card company with a false signature and claim saying I agreed to pay. They charged my card $1000, which I disputed. My credit card company, *****, reviewed the evidence and reversed the charge.Despite that, Enterprise sent the charge to a collection agency, which has now contacted me. I am concerned this could damage my credit over something I did not ******** summary:The damage existed before I rented the car.I did not agree to pay or sign any report.Enterprise submitted false documents to my credit card company.They are now trying to collect this charge through a collection agency.I am asking for your help to resolve this. I would like Enterprise to:Cancel the collection action,Confirm that I am not responsible for the damage,Stop contacting me about this charge.I attached photos, letters from the collection agency and credit card settlement letter (amount in US dollars). For your information: Enterprise accident report summary -claim#: ********, invoice #************ dated May 29, 2024 which was submitted to ***** but I never received. The amount of money is from the ***************** ********'s letter dated 4/10/2025 Thank you for your time and support!
Business Response
Date: 05/19/2025
May 19, 2025
BBB
RE: Case# ******** **** *****
Enterprise File No. 21077795
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 2022 ********** Taos bearing British ******** registration MP644J from Enterprise Rent-A-Car Canada Company HST ********** dba Enterprise Rent-A-Car in ******* ****************.
At the time the renter took possession of the 2022 ********** Taos, 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 ********* she is responsible for all vehicle damage which occurs during her rental period.
After reviewing the concerns presented by Ms. ****** 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
Customer Answer
Date: 05/20/2025
Better Business Bureau:

I acknowledge Enterprises decision to close this case and drop the claim. While I disagree with their description of events, I accept this resolution and consider the matter closed. Enclosed please find and pass the attached letter to the business - Enterprise.

Thank you for your help.
Sincerely,

**** *****
Initial Complaint
Date:05/11/2025
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 an *** from Enterprise on May 7th 2025 at the **********************. The *** had electrical and transmission issues. While driving the *** it would randomly pull over into oncoming traffic. When I called Enterprise for a replacement car on May 11th ****************************************************************** ********** WA and transport another car from the *******/************** location to me that day. It was a Sunday so the local branches were closed. I received a call from the tow truck that was to take the malfunctioning *** that day but nothing about the replacement car. It wasn't explained to me that they would pick up the *** and then send the replacement much later. I called Enterprise for calrification several times. Each time I received a different answer. I was told it would be 6 hours to send the replacement, then I was told a replacement wouldn't be sent because it wasn't an emergency, then I was told to get an **** to the airport which would cost $400.00 since I was over 2 hours away. They were willing to pick up the malfunctioning *** but not replace it. I was told I needed to wait until the next day when the local branch was open to get the replacement. I am requesting a full refund for the *** rental and the two nights stay at the ************** in ********* ($245.17) which would not have occurred if the *** hadn't been malfunctioning.
Business Response
Date: 05/13/2025
Thank you for the opportunity to respond. Management spoke with the customer and offered compensation for the vehicle issues and unexpected travel expenses.
Initial Complaint
Date:05/11/2025
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 made a reservation on March 25, 2025 for a luxury vehicle truck rental on May 23, 2025. I was contacted on May 5th 2025 buy a staff member at the ************** location in **********, ******** informing me that this location does not carry luxury vehicles at all and could not offer me anything in the area of my reservation. Since then I have spoken with Enterprise customer service on more than four occasions in an attempt to correct this and each time was told I would be receiving a call back with a resolution by a supervisor. I have not heard from anyone. My most recent call was directed to customer complaints and resolution area where my information and complaint was taken and I was told I would be receiving a call back. Again I have not heard anything. When I made the reservation the representative assured me and double check with the location to assure me that they had the luxury vehicle I was looking to reserve and confirm this. It seems Enterprise practices trapping clients into having no choice but to rent anything on the lot the day of. I am still in need of this vehicle on May 23rd and wish to be made whole as a result. I can be contacted at ************
Business Response
Date: 05/23/2025
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: 06/06/2025
I have not received any emails or phone calls from enterprise. Rent a car in reference to this complaint. No one has followed up with me at all. As of today June 6, 2025.
Customer Answer
Date: 06/26/2025
Good morning, the BBB keeps sending notifications of closing case due to not hearing from consumer however I have not been contacted by enterprise at all on the matter.

******* Thompson
Business Response
Date: 06/27/2025
Thank you for the opportunity to respond. Management reached out to the customer and left a message as they intend to speak with the customer directly.
Customer Answer
Date: 07/07/2025
I spoke with a supervisor on 7/7/2025 who was able to assist me with the issue to satisfaction. The manager also suggested that training would be given to ******** ensure the situation is not happening yet. Thank you for your assistance in the matter.

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