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Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Important information

  • Customer Complaint:
    BBB has received consumer complaints against Enterprise Rent A Car St Louis which allege the breakdown of cars recently purchased, damage blamed on renters which is disputed by the renters, and poor customer service. 

Complaints

This profile includes complaints for Enterprise Rent-A-Car's headquarters and its corporate-owned locations. To view all corporate locations, see

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Enterprise Rent-A-Car has 2245 locations, listed below.

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

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    Customer Complaints Summary

    • 4,291 total complaints in the last 3 years.
    • 1,649 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/08/2025

      Type:Facilities Issues
      Status:
      Resolved
      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 Jeep Grand Cherokee Hybrid from Enterprises ************** location in *************. The vehicle became inoperable during use the engine would not start, the Start button did not illuminate, and remote start only turned on accessories, not the engine. The vehicle had a charged battery and fuel.I contacted Enterprise Roadside Assistance twice. On both occasions, I explained the issue and asked the phone representative for their name a standard and reasonable request. In both cases, the call was immediately disconnected without warning, and no assistance was provided. This appears to reflect a deliberate or systemic practice of avoiding accountability, which is highly ************* of this writing, I am now speaking with a representative named *****, who has been polite and is currently assisting me. I appreciate her efforts, but the initial treatment I received was completely unacceptable and left me stranded, late for a meeting, and without support.I ended up having my neighbor jump start the car and was 2 hours late to a meeting which luckily didnt cause any further losses. ?Desired Resolution (unchanged):I am requesting:A full explanation of the mechanical failure and why the vehicle became inoperable.Accountability for the roadside assistance conduct including whether it reflects company policy or third-party call center practices.A refund or credit to compensate for the vehicle failure and lack of support.Written confirmation that Enterprise has investigated this incident and taken steps to prevent it from recurring.If this matter is not resolved in good faith, I intend to escalate it to the ***********************************, as the call handling may reflect a broader consumer protection issue.Sincerely,*** ********

      Business Response

      Date: 06/16/2025

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

      Customer Answer

      Date: 06/16/2025

      Better Business Bureau:

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

      *** ********

    • Initial Complaint

      Date:06/08/2025

      Type:Facilities Issues
      Status:
      Resolved
      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.
      HORRIBLE EXPERIENCE. Absolute worst experience with a business ever. Made a reservation online, then found out the location did not have a car. Postponed trip to following week. Made total of 50+ calls to local Enterprise office. They answered twice out of that (in a very small town). When I got there to pick up my rental, 2 old ladies were at the desk, saying they had made a reservation. Manager said sorry, he had no cars!Car they wanted to give me had bad brakes. They had 1 other choice (for more $) when I arrived. Smelled terrible (manager agreed). I could smell it 6 feet away as soon he opened the door. Car was dirty, greasy windows. No choice but to take it, as I had a one way trip in the morning. Paid $217 !! (including the "military discount"). Dropped car off at another location. I had called that specific location 3 days before, and they told me they would absolutely give me a ride down to the dealer where I was buying a car once I dropped rental off. I got there after a 4 hour drive, and manager said "we don't do that on Saturday". I showed her the call on my phone to that specific location (4 minute call) and said someone there promised me they would do that. Manager ********** was extremely rude and dismissive. Said to ****** a taxi for the 1 mile ride. Cost me another $25. I have called Enterprise customer service (national) 4 times over the past 2 weeks. Each time they say a "regional manager" would call me very soon to resolve. 4 TIMES! NO CALLS! Last time I called I spoke with "escalations". She promised me regional manager (*. ****) would call. That was 4 days ago. Still nothing. Absolutely bizarre, one of the worst companies I have ever seen. ZERO customer service or regard for customer satisfaction. Dangerous, stinky, dirty vehicles. Rude, dismissive managers. Promised calls from "regional managers" who never call to resolve. I have wasted hours and hours of my time on this, and I do not see how this company is still in business. I WANT a REFUND

      Business Response

      Date: 06/10/2025

      Thank you for the opportunity to respond. Management has spoken with the customer,addressed their concerns, and agreed to process a refund to resolve.

      Customer Answer

      Date: 06/13/2025

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:06/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 the morning of June 8th I left with my daughter as I had to pick up her car from the body shop. I had to make a stop to return the rental to enterprise, I took a hundred dollar bill to her groceries on my way home and put it in the rental vehicle middle compartment, this is my mistake and I understand that. I forgot to take it out when I returned the vehicle. I left with my daughter and when we were 14 mins in drive to the body shop, I remembered the money I called them and told them that I have left my money in the car to which they responded there is no money and that they have checked. The cleaning person stole my money.

      Customer Answer

      Date: 06/09/2025

      Address for the rental facility is below

       

      *****************
      *******, **  77069
      *************

      phone number :*****************

      Business Response

      Date: 06/10/2025

      Thank you for the opportunity to respond. Management has processed a refund check that will be mailed to the customer to resolve.

    • Initial Complaint

      Date:06/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      While my vehicle was being ***aired at the *************************, my insurance arranged for a rental from Enterprise at *********************************************. My rental contract listed the above address as the pick up and drop off location. After 2 weeks, I returned to the location at 2:00 PM to return the rental only to discover they had moved without notifying any customers. The ************************* and dealership all stated they werent informed as well. They had been sending customers there and customers were returning stating the door was locked and no one was inside. When I contacted the location, they instructed me to come to the new location and either **** back to the dealership or wait until someone was available to drive me back to the dealership. That was unacceptable. I was then told to leave the keys in the car. Since the car was parked on a side street, I believed that advice to be unsafe and irresponsible. If the car was stolen, I would have been responsible. Enterprise failed to adhere to their own contract which listed the return location. The customer service *** at this location was rude, unprofessional, and was not being a good ******* of Enterprise property. Telling a customer to leave keys in a ******** on a busy side street is ridiculous. I will be posting the recording of that call on social media.

      Business Response

      Date: 06/10/2025

      Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and resolved the matter.

    • Initial Complaint

      Date:06/06/2025

      Type:Billing Issues
      Status:
      Resolved
      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 April 17, 2025, I was in a car accident. On April 18, 2025, I rented a car from Enterprise for three days with bumper-to-bumper protection (see A. receipt for 3 days bumper to bumper service of $35.97), until Allstate my insurance company took over my rental bill. Three day later on April 21, 2025, ******** took over my rental agreement, until my car was repair: which was 42 days after. When ******** took over the rental bill, Enterprise continues the bumper-to-bumper service (without my consent) when it only supposed to be for three days. However, Enterprise continues the bumper-to-bumper service after ******** took over without my consent and end up billing me for the whole 42 days ($503.00. see. receipt B). By Enterprise continuing a bumper-to-bumper service without my authorization, after Allstate took over, Enterprise committed a breach of contract, and I should be entitled a refund of ($468.00) the 39 days I never consented to.

      Address: ***************
      City: *********
      State/County: **
      Zip/Postal Code: 11550

      Business Response

      Date: 06/10/2025

      Thank you for the opportunity to respond. Management has left a voicemail for the customer and processed a refund to resolve.

      Customer Answer

      Date: 06/12/2025

      My problem been solve thank you

    • Initial Complaint

      Date:06/06/2025

      Type:Facilities Issues
      Status:
      Resolved
      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 personal car was vandalized in Enterprise ************* parking lot. I returned the rental to find my back passenger side window broken and my stearing casing destroyed. The response I received was that I should go to the glass store down the street to get my window repaired because that is where Enterprise goes. I wad told it would only cost me a couple hundred dollars. They gave me a $20 discount on my bill due to the break in. I asked to see footage of the parking lot where my car was parked but was told it would take awhile to get it uploaded and they would have to get back with me. They did not get back with me, and I made several attempts to contact them. I did file a police report. Case 25c514474, with the *************************. The Enterprise address is ***************************************. I have the replacement parts for the stearing colomn, and I purchased a window from a junkyard.

      Business Response

      Date: 06/11/2025

      Thank you for the opportunity to respond. Management spoke with the customer and will be providing the requested footage.

      Customer Answer

      Date: 06/14/2025

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:06/06/2025

      Type:Billing Issues
      Status:
      Answered
      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 4/2/25 at 5:30pm, I picked up a rental vehicle arranged by *****, my auto insurance company, for a claim filed. My vehicle was in the body shop for repair. My reveal reimbursement coverage stated I had $75/day coverage for $30 days or more if the rental vehicle cost less than the $75/day I was covered for. The vehicle was $65/day. I sent several emails to enterprise and my claims adjuster requesting the reservation be extended to at least May 2nd at 5:30pm, which wouldve been 30 dats from the date I picked it up. My claims adjuster stopped responding to any communication from me beginning on 4/10/25, despite several emails and text messages I sent. He never informed me of the rental reservation end date or told me if my request for 5/2/25 **op off was done. Enterprise says my last day was 4/28 but my adjuster didnt communicate that w/ me & my coverage allowed more time. On 5/1/25 around 3:00pm, they towed the rental vehicle out of my **iveway w/o my knowledge and my property (including my babys car seat) inside. My adjuster sent me a text at 2:36pm that the reservation had been extended and I forwarded it to Enterprise immediately. My property was not returned to me nor did I receive any empathy or apology for the negative effects my family experienced despite no wrong doing on my part. A month later, they are now contacting me again, asking me to return a key to the vehicle and threatening $5000 in charges. I do not know why they dont have they key, why they believe I am liable, or why they dont believe they are responsible for stealing my property right out of my **iveway. I was in constant communication with both companies and have all the emails and texts documenting my communication. I am not responsible for anything. They are rude, threatening, and are thieves. My babys car seat was stolen which I am required to have her in by law when traveling. I was left w/ no vehicle & my other daughter missed her dance pictures. I couldnt get my son to a ** appt

      Ad**ess: *************************************
      City: *******
      State/County: **
      Zip/Postal Code: 30328

      Business Response

      Date: 06/09/2025

      Thank you for the opportunity to respond. Management has researched the complaint. From 4/17 to 4/29 the branch reached out regarding the declining method of payment and GEICOs last day with no response from the customer.  Emails were sent and voicemails were left at the primary contact information on file. The primary number was confirmed to be the number on file for the customer at the body shop as well.

      As the balance grew, Risk Management created the repossession file on 5/1/2025 2:47 PM. On 5/1/2025 at 2:56pm, GEICO updated the last day to 5/1/25 for $75/day with a $2250 maximum. This indicates that ***** would only pay to the same previously met amount of $2250. The vehicle was repossessed on 5/1/25 at 3:47pm. Today, the Total bill is $2,439.60. ***** has paid for $2250.With the customers $75.28 on file, the remaining outstanding balance is $114.32.

      Lastly, management has made several attempts to address the customers concerns regarding the vehicle key and their personal belongings. If the key is not returned the customer will be held responsible for cost of the key replacement. We encourage the customer to reach back out to management to receive their personal belongings.

    • Initial Complaint

      Date:06/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Confirmation: ********** Today, my husband, ******* ******, visited the Enterprise location at *************************************** to pick up our rental car for the weekend (reservation dates: 6/5 6/8). When he attempted to pay with his debit card, he was informed that a credit card was required due to the vehicles classification as "XL Over Premium."This policy was not stated in our email confirmation, nor was the Dodge Durango identified as requiring a credit card-only deposit of $300. The confirmation explicitly lists vehicle classes that require this deposit, and XL Over Premium is not included. Had this information been provided upfront in the confirmation, we would have been prepared. We have rented from this location before and was not subject to this deposit. Due to this unexpected policy, we were unable to proceed with our rental, delaying our travel plans. Additionally, when we moved the reservation to tomorrow, the rental rate had increased, and ******* stated there was no way to adjust the rate despite the circumstances.This lack of clear policy communication is unacceptable. Customers should be able to identify vehicle classes and applicable policies before arriving at the rental location. Given the inconvenience, I am contacting a lawyer to address this issue. Policies must be transparent.

      Business Response

      Date: 06/11/2025

      Thank you for the opportunity to respond. Management reached to the customer and left a voice mail as contact was not established. Management also sent the customer an email with information regarding our debit card policies. 

    • Initial Complaint

      Date:06/05/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 had a reservation a month ago for my birthday week had visited the branch 3 days prior to pick up to see if everything was ok they said yes when I went to pick up rental they said sorry oil is leaking on luxury car and had the nerve to offer a hydia car I rented a **** crazy employees there all they can do is apologize why dont they call me to let me know in acceptable behavior in that branch

      Business Response

      Date: 06/10/2025

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

    • Initial Complaint

      Date:06/04/2025

      Type:Product Issues
      Status:
      Answered
      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 never dealt with such an unprofessional company. I rented a car from 5/1/25-5/4/25.The day I got the car I was barely given any instruction how to use the car ( minivan) as they were in a rush to get to the next customer. 2 hours into the trip we noticed that all the lights were on in the minivan. No matter what we tried we couldnt turn them off. Called Enterprise for assistance and they couldnt help us they said they would contact the location we rented the car to have them call and assist us. 4 hours later we still received no call. There was no manual in the car in the glove compartment to help. We had to get off the road and to a gas station for assistance from someone who could help. On the way home the back seat was very uncomfortable to my wife and she couldnt figure out how to adjust it as nobody could move the seat correctly. There was no manual to assist us. My wife sat uncomfortably for 5 hours on our ride home and was very sore the next couple days due to the way she was sitting uncomfortable in the seat. I complained to Enterprise and their escalations team before the car was returned about all of this. I also by the way filled the car with more gas then I was given upon the return. When I returned the car the person who helped me said ***** the manager was not present as it was a Sunday but he would call me the next day. Despite my issues nothing was done for me at that time. ***** never called me. I have since called that location between ***** times and have been blown off. I have asked to speak with the Area manager *** who has blown me off for over 3.5 weeks without a call. I was told I would get one day refunded to me but they didnt give me the refund in retaliation because I answered an in house survey negatively so they told me accounting turned down the refund. Meanwhile the escalations team has also not returned calls. A free rental given to me while waiting for my refund cant be used locally only at airports and is useless. I am upset!

      Business Response

      Date: 06/05/2025

      Thank you for the opportunity to respond. Our Area Manager has spoken with the customer,addressed their concerns, and offered compensation to resolve.

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

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