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

4,294 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:05/10/2025
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.
Enterprise employees at the ************* VA location collected an excessive amount of information from customer to include name of employer, names and phone numbers of personnel not associated with the rental and insurance policy numbers. When asked what the purpose of collecting this information was for, enterprise employees refused to provide an explanation. When customer refused to provide the information, enterprise employee stated they would not allow the vehicle to be rented. Online and phone complaint was not responded to by business. Customer has never been asked previously to provide this information when renting from Enterprise at other locations.
Customer Answer
Date: 05/12/2025
Address of location is: ******************************************************************************;
Business Response
Date: 05/13/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
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:05/09/2025
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 am beyond disappointed, disgusted, and, disturbed. Three Cars in three days!! Now about to pick up another on Sunday, a replacement vehicle we have trying to retrieve since Wednesday. My husband and I rented a minivan in downtown *********, ******** to check our triplets out of college. We were on our way to ******* when we began coughing profusely, then sneezing due to an odor or possibly pet dander covered by a strong solvent used to clean the minivan. We immediately called customer service after about an hour, when we realized the symptoms were worsening. The customer service agent was too busy focusing on a script instead of listening to the situation, we ended up being transferred a few times before calling back to have a manager try to resolve the issue.We ended up driving to ************** and requested to speak to a manager to reluctantly provided a minivan after repeatedly stating he did not have one. We drove that van to ******* only to have the minivan break down in the middle of the street during rush hour traffic. We called roadside assistance who asked us to try and restart the vehicle with the check engine light on. Finally the van started and my husband then drove to ******************************************* and literally begged and pleaded with the District Manager (DM) for another vehicle with me on the line. The ** refused to speak to me although I am on the contract, repeatedly stating I was not on the contract. We advised of the situation and explained we have triplets and a Jeep Compass will not accommodate our family of five and all our luggage and belongings. Instead the manager said we are refusing a car.Extremely frustrated. we took the vehicle which delayed our move. Now we are having to stay in ******* another day because no Enterprise office in ******** (****** ****** extremely helpful), ************, Alpharetta (****** tried to assist), ******** (*** customer service claimed they reserved the van but ****** said no reservation was sent on our behalf
Customer Answer
Date: 05/12/2025
The Rental agreement Summary No. is 83R9D9. Please note each time we exchanged a vehicle due to traffic, this took us at least 2 hours from ******* to the airport, from ******* to ********. Them each phone call took at 30 to 45 multiple times a day in an attempt to get another vehicle. ****** ****** found us a vehicle on llate afternoon Saturday, that we drive 1 hour and 20 minutes to pick up. Then rescheduled our sons move and asked for extended time so we would not be charged for moving out the dorm after the designated time. We loaded out belongings in a U-Haul until we could get a larger vehicle.
Customer Answer
Date: 05/14/2025
On today my husband and I spoke to ****. My husband had the opportunity to explain what happened during our departure from ********* to *******. When my husband for ***** manager, told him that he took care of our situation and the conversation took a turn. **** became very sarcastic and rude. My husband said you resolved the payment for this rental only not for the horrible experience we encountered therefore I need to speak to your manager. **** stated my husband was threatening him, he stated this twice. My husband stated how when I am asking for a manager above you to ensure this never happens to us or another customer again, that the company needs to use this ordeal as a training method. My husband stated the calls are recorded and clearly I am not threatening you. Then **** stated what dates in August are we looking to reserve the rental (at no charge to us as we mentioned prior). The dates are as follows: August 15th through August 22nd.
Business Response
Date: 05/16/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and processed a refund to resolve. Management awaits the requested rental details from the customer for further discussion.
Customer Answer
Date: 05/16/2025
*** business has not contacted us after expressing our concerns. **** was supposed to contact us in regard to renting another vehicle in the month of August. As he begin to turn the discussion around after falsely accusing my husband of threatening him. Upper Management or Corporate has not contacted me yet!! I have sent this email to ******* ****** who is one of the Executives and no one from her staff has contacted, not sure even *******. Please see the attachments.
Customer Answer
Date: 05/16/2025
*** business has not contacted us after expressing our concerns. **** was supposed to contact us in regard to renting another vehicle in the month of August. As he begin to turn the discussion around after falsely accusing my husband of threatening him. Upper Management or Corporate has not contacted me yet!! I have sent this email to ******* ****** who is one of the Executives and no one from her staff has contacted, not sure even *******. Please see the attachments.
Customer Answer
Date: 05/20/2025
Complaint: 23311794

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

Sincerely,

********* *****
Customer Answer
Date: 05/20/2025
Please see the email images. If possible please have someone from the corporate office contact us in reference to this matter. if the managers do not have the authority to make the decision to provide a rental agreement that covers the time we should have had and are entitled to, not what the **** or Takers believes we should get because they zeroed out the rental. We spent 6 days while renting trying to get another rental, and by this time we are in our fourth rental car due to no fault of our own. Thanks you all for your efforts.
Business Response
Date: 05/21/2025
Thank you for the opportunity to respond. Management has issued a full refund and compensation of three free rental days up to an Intermediate SUV car class or similar. There will be no further action taken at this time.
Customer Answer
Date: 05/22/2025
My husband spoke with **** on today and the dates for the rental will be confirmed soon. Once we are provided with the reservation information and the information is received we will document accordingly .
Initial Complaint
Date:05/09/2025
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 2/17/2025 I was overcharged by Enterprise rental car for the amount of $ ******, I have attemptesd to have the company to reimburs the overpayment unsucessfully, it has been 3 months of me calling and been transferd according to them to the person with the authority to resolved this problem, and given phone numbers to call, all my calls have not made any difference .I was given excuses, run arounds, and false promises, I am disputing the full $ ******* for the time I spent on the phone; I could have invested in spending time with my family, and /or working. I earn $ ***** per hour and wasted hours being on hold and talking to incompetent people. Enterprise has not made any effort to resolve my problem.
Business Response
Date: 05/28/2025
May 27, 2025
BBB
RE:Case# ******** ********************************** class="MsoNormal" style="line-height:115%">Enterprise Claim Number: 22146658
To Whom it May Concern:
We are in receipt of a complaint submitted by ************** 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.
************** rented a 2024 Chevrolet Malibu on February 13, 2025, from Enterprise *************** of ************ d/b/a Enterprise Rent-A-Car located in *******, *******. On February 15, 2025, ************** advised the rental branch that shed been involved in an accident. A claim was created for damage to the driver side fender and wheel.The local branch charged $1,000.00 toward the damage claim.
Upon receipt of this complaint, the local branch processed a partial refund in the amount of $500.00 to **************s credit card. When the necessary documents are uploaded to the claim, a copy of the bill packet will be sent to ************** and her insurance carrier.
At the time the renter took possession of the 2024 Chevrolet Malibu, ************** accepted the terms and conditions of the rental agreement which indicated she was accepting the 2024 Chevrolet Malibu in good physical and mechanical condition and would return the vehicle in same condition as received, ordinary wear and tear excepted. The vehicle was returned with damage. Per the rental contract executed by **************, she is responsible for all vehicle damage which occurs during her rental period. At this time, our office will continue to pursue ************** for damage to the rental vehicle.
Should you require any additional information, please do not hesitate to contact our office.
Sincerely,
******* ******, Analyst
Damage Recovery Unit
Initial Complaint
Date:05/09/2025
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 had many recent issues with enterprise I made a complaint on the local enterprise employee as she the first time kept running debit card on credit so two hours i was sitting in the local enterprise to try to get a rental and was unsuccessful to do then when i made a complaint about the complications of the employee and not being able to rent the car afterall she continued to tell me there was no cars available to rent they were all sold out and then after making another complaint as supervisor never called me never did i get help on the issue now i was told my account is suspended through enterprise all because i made complaints against the employee who was unsuccessful at doing her job correctly .
Customer Answer
Date: 05/12/2025
Enterprise Rent-A-Car
Location: *********************, ***************************, 98837
Contact phone number: ***************
Employee Name : Rosa
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: 05/26/2025
Complaint: 23310497

I have reviewed the business' response and am rejecting it because:
Numerous times I have been told by customer service agents a manager from the district regional office would be contacting me and there has been made no contact with me until this date today it's been over a month with no solutions and they have now put me on a suspension list so I'm now unable to rent cars due to me reported the employee and now the business .

Sincerely,

Champagne *****
Business Response
Date: 06/02/2025
This complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information. We thank you for your patience as we work to get this matter resolved.
Customer Answer
Date: 06/03/2025
Complaint: 23310497

I have reviewed the business' response and am rejecting it because:
This is an ongoing excuse from this company I have called to request management to receive a call back and nothing I haven't been contacted once again after been waiting over a month or so . The company directed me and said yes there is a risk management note on my account meaning they have a hold on my driver's license from ******************** and I am unable to rent any cars . This is very upsetting as no one has contacted me nor will they .

Sincerely,

Champagne *****
Business Response
Date: 06/06/2025
Thank you for the opportunity to respond. Management has reached to the customer via phone call but been unsuccessful in establishing contact. Management has reinstated the customers rental privileges.
Customer Answer
Date: 06/06/2025
Better Business Bureau:

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

Sincerely,

Champagne *****
Initial Complaint
Date:05/09/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental on 4/9/2025 Card 0327 ran for $671.43 ($300.00 of this was the refundable deposit).When I had to continue the rental, I had to use a different card ending in 1014. Enterprise then put a hold on new card 1014. That hold fell off when the vehicle was returned. But, the original hold with the charge of $671.43 ($300 refundable deposit) was NOT processed back to the card *******, they are just looking at the $300 that dropped off of card 1014 and telling me that the deposit was refunded, when indeed IT WAS NOT.**** ****** ************
Business Response
Date: 05/21/2025
Thank you for the opportunity to respond. Management resolved the matter with the customer directly.
Initial Complaint
Date:05/09/2025
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 am writing to formally file a dispute regarding a charge related to a small dent that a business (please insert business name) claims was caused by me. I strongly contest this claim and would like the matter ***************** Name: Enterprise Rent-A-Car Date of Incident: 05/08/2025 Service Involved: Car rental Claim/Charge Disputed: Alleged damage small dent Summary of the Issue:On 05/08/2025, I returned the rental car in the same condition as it was received. Upon return, I was informed there was a small dent allegedly caused during my use on driver side behind rear wheel. I dispute this, as the dent was either pre-existing or occurred after the item was returned. No damage was noted during the initial inspection or prior to use. I was not shown definitive proof that this damage occurred while in my care.Resolution Sought:Removal of the unjust damage charge Correction of any related records Written acknowledgment clearing me of fault I respectfully request BBBs assistance in resolving this matter fairly and promptly.I have included the photo taken on driver side and in comparison to passenger side view.Sincerely,*********** Malasandra Ph: ************ Rental Agreement # **WWFN
Business Response
Date: 05/21/2025
Thank you for the opportunity to respond. Management spoke with the customer, reviewed the claim, and processed an adjustment. However, management awaits a video from the customer for further discussion.
Customer Answer
Date: 05/29/2025
Attached is email sent as per call received from enterprise and still not heard back any response if any questions or additional detail needed. Another follow up sent on 05/29
Business Response
Date: 06/03/2025
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:05/09/2025
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 bought a brand new Jeep in December 2024. Unfortunately. There have been some issues that needed repairs or recalls and required for me have my jeep at the service station for over 24 hrs. Under warranty. I was eligible for a rental from Enterprise. Each time I attempt to rent another jeep, the sales agents lie and give me the run around as to why they are unable to provide me with a car equivalent to what I have already. This has occurred three times. The final straw was them attempting to provide me with minivan, saying that is what I am entitled to under warranty. This is false information. While I wait, I listened to All of the sales agents at this location provide other customers with false information in an attempt to make up sells.
Customer Answer
Date: 05/09/2025
This is a picture of the rental agreement
Customer Answer
Date: 05/19/2025
I would like to withdraw my complaint
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.
On about 2-24 this yr I rented a car and was supposed to be fully paid for by state farm insurance after someone ran into mine. I made clear I wouldn't even be taking the car except it was being paid for by them. I was told it was a 50$ deposit and that it is returned when I bring the car back. I only had it ***** and only used 4$ in gas. I even kept it in a garage over night. A week after I brought it back I find out not only did they not put the 50$ back on my mother's card they took ****** off of it. I went back and was told it was in deliberation although they admitted it was a mistake. Was told she accidentally charged some kind of extra insurance for like stuff I had in the car. I still don't even really understand what that even means let alone ask for it. My phone is only worth 1.20 at no time did I even have anything in the car worth much. The insurance check I got from the settlement from state farm was only 1000 I would be insane to ask for some kind of 300$ extra protection. Like I said I barely used it. They know they made a mistake but after 3 attempts they just ignore me. It's obvious they just think I'll move on and get tired of trying. So that's the story not complicated. They basically just got in the credit card and took what they wanted. I've never rented a car before as I don't typically have that kind of money. I barely get by on a small social security check from a mental illness. I think they guess I won't be able to do anything about it or what to do. I guess I don't but someone sent me a link to this. I don't have a credit card so I borrowed one from someone and told them it would cost 50$ then they would get it back. I have to pay back what they took which I can't really afford but I'm going to though. This happened at enterprise Rent-A-Car In ***** OK from women named ****** *******. I have the receipts in my email . They know they shouldn't have taken that money but ignore me ne way. I would be grateful for any help you can give. Thanku
Customer Answer
Date: 05/09/2025
Reservation#**SBKM
Customer Answer
Date: 05/09/2025
Confirmation#7BXM9F
Reservation#**SBKM
Think that's what u asking for.
Business Response
Date: 05/22/2025
Thank you for the opportunity to respond. Management has researched the complaint. The protection product authorized by the insurance company was transferred to the customer in error. Management has processed a refund to resolve.
Customer Answer
Date: 05/23/2025
Better Business Bureau:

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

Sincerely,

**** Nodine ******
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.
This rental car company does not inspect their cars before they rent it out to customers. I when I picked up the car it was damaged and the company did not perform an inspection. If they did perform an inspection they would know the damage was already there and they would not need to file a lost damage report. I have tried to contact the company by phone and get in contact with a higher level manager but nothing has happened. The damage department for Enterprise told me the report is pending. The car was already damaged when I picked it up and if they inspected the car they would know about it . This company wants the customer to pay for the damages on the car from a previous rental so enterprise does not have to pay for the damages. If they did inspect their cars before then none of this would happen. I attached an image of a customer who had the same problem with ******************** at the same location two weeks ago. I have been to other branches of enterprise but this is the first time I have had this problem with the company inspecting their own cars. When I returned the car, the workers made me wait 30 minutes while they helped other customers as they said I damaged the car and had to file a claim. This is not my fault and I dont need to wait and do all this work for the companies mistakes and ill practice. I have been treated unfairly and unjustly. It really is a mental burden to have to do all this work and put in effort for a case that is not your fault and should not happen. I would like to seek compensation for this and mismanagement this company has caused for not doing their job. Evidence can be provided that the damage was before the rental but they need to drop their case and process a statement. I dont want to deal with and wait for a business that cant check their own cars. Thank You
Business Response
Date: 05/22/2025
Thank you for the opportunity to respond. A response is attached.
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.
5/2/25 flew in *** and went to ***** to pick up my car. Was informed I was on the "Do Not Rent" list having to do with alleged damage to a Detroit car in 2023. In those two years I have received NO call, No emails, No US mail about alleged damages. I was told "Pay $1621 and we will give you a car". A good company would have been in contact in days, not two years later. As careful driver I would know if I damaged a car. I naturally felt SCAMMED! I have since called their ********* for further details and again get back No Call, No Email, nothing. They have failed to substantiate or remediate the claim in any way. In fact, the claim does not align to my dates in ******* in 2023. So who is making up fiction in the back room at *****/Enterprise? This activity is on the edge of being criminal.
Business Response
Date: 05/12/2025
Thank you for the opportunity to respond. A response is attached.

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