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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

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Enterprise Rent-A-Car has 2292 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

    • 4,297 total complaints in the last 3 years.
    • 1,654 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:05/06/2025

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

      Business Response

      Date: 05/07/2025

      May 7, 2025

       

      BBB

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

      Enterprise File No. 22226007

      To Whom it May Concern:

      Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by Mr. ********** ****** rented a 2024 ****** Altima bearing Missouri registration LRA827A6 from Enterprise ******************************** dba Enterprise Rent-A-Car in *********** *******.

      At the time the renter took possession of the 2024 ****** Altima, the vehicle was determined to be rented with damage to the decklid. This was confirmed by the renter initialing on an electronic tablet at the time of check out. The vehicle was returned with damage to the windshield. Per the rental contract executed by Mr. ******* he is responsible for all vehicle damage which occurs during his rental period.

      On March 10, 2025, we closed our file as a customer service measure. At *********************** we strive to satisfy all our customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.

      Sincerely,

      ******* ******* Analyst

      Damage Recovery Unit

    • Initial Complaint

      Date:05/06/2025

      Type:Billing Issues
      Status:
      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 booked a rental from enterprise and expected to get a Legal car since that is what is expected from a legit business. I end up going to ****** with car on my vacation and at the border I got questioned due to the car. The police pointed out that car had expired inspection and a cut out part and then asked for registration so I look in glove and found the registration but of course expired for over a year. Due to this border police started to interrogate me that I stole the car and wouldnt let me leave unless show proof of rental. I was able to pull it up on my cellphone luckily but still got questioned why I would drive an illegal car and why I would rent a car that wasnt inspected. Isnt that what I paid over $400 for to ensure I had a car in good standing. After border police finally let me go feeling bad that I was victim of fraud of the company renting me such a car. Which police did say if I get pulled over I would still be in fault due to driving an illegal car and car would be taken. So obviously I was shaken up and stressed out driving rest of vacation and I was worried I wouldnt even get back into the country since company made me a criminal. I end up going to drop off car and I didnt want to be over top angry cause I work in retail and understand its stressful to have people attack you but I couldnt not say something. I go and mention car was uninspected and registration was expired and I got a ohh well usually police look other way when they see out of state plates. I was just so stunned that was the responce I just shut down and left after not even getting a sorry. It is obvious they rent these cars uninspected all the time the clerk wasnt even shocked HE KNEW! And nothing!!!Rental was done at the enterprise at ************************************

      Customer Answer

      Date: 05/06/2025

      Just received call from a manager offering full refund and apology saying it was a failure

      Business Response

      Date: 05/06/2025

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

    • Initial Complaint

      Date:05/06/2025

      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.
      I am writing to request the immediate removal of an unauthorized insurance charge applied to my recent rental vehicle provided through Geico insurance.Rental Details:Reservation Number: 6R4LGZ Invoice Number: ************ Vehicle: 2022 **** Edge Rental Period: February 18 - March 5, 2025 (32 days)Mileage: 843 miles My spouse picked up this vehicle following a no-fault accident that totaled our car. At the time, she was also dealing with a recent cancer diagnosis. Our insurance company, *****, arranged this rental and explicitly waived the need for additional insurance coverage as part of their service.Despite this pre-arrangement, the Enterprise representative pressured my spouse into accepting a Damage Waiver charge while she was in a vulnerable state both physically and emotionally. This resulted in an unauthorized charge of $575.68 that was neither part of our original agreement with ***** nor approved by them.I have reviewed both our original reservation confirmation and the final bill (copies attached) and find this charge to be inappropriately applied under the circumstances.

      Business Response

      Date: 05/07/2025

      Thank you for the opportunity to respond. Management has contacted the customer regarding the matter. Being that the customer elected to utilize the optional product and was provided a quoted for the cost of rental, there will be no further action taken at this time.

    • Initial Complaint

      Date:05/06/2025

      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.
      Enterprise store (address: **********************************************) gave me a 2025 ***** Malibu as a rental (paid by my ***** dealer) on Jan 22, 2025 since they are repairing my car.On Feb 25, 2025, ~8pm, the car broke down at the highway 85 south bound ************ exit, right in front of traffics lights in the ***********. The car engine just broke (shut off due to auto on/off function) and couldn't restart. I called Enterprise road service, they told me the tow service will arrive any time in 2.5 hours to 24 hours. It's an emergency since the car was blocking traffics and being a hazard right in front of highway exit, I was suggested by Enterprise customer service to call 911. And ********************** customer service assured me they could reimburse tow fee associated even if it's not sent via Enterprise.Police arrived in 30 mins, helped push the car to the road side; and called a tow service. I paid $322.40 out pocket for the tow. The car was towed to the rental store. Tow operator also verified the car is broken and couldn't be started. I had video evidence showing that the car engine still could not start when it arrived at the rental store.Since my car was still under repair, I got a 2nd rental the next day. The 2nd rental had another check engine light in the first evening! I had to get a 3rd car the next day!After the rental lease ended on Mar 28, Enterprise store employee told me to call Enterprise customer service to get a reimbursement for my tow expense; however, when I called Enterprise customer service, they told me to call the local store for the money back!Enterprise is just kicking the ball around and not resolving my issue.

      Business Response

      Date: 05/06/2025

      Thank you for the opportunity to respond. Management offered compensation and resolved the matter with the customer.

    • Initial Complaint

      Date:05/05/2025

      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 April 24, 2025, I attempted to rent a vehicle from Enterprise Rent-A-Car in **********, **********. I was charged $836, but the staff claimed they couldnt find the charge in their system and refused to provide a vehicle. I was left without transportation, and no refund was given.Since then, I have made multiple calls and submitted written reports to customer service, all of which were said to be escalated to higher-**** Despite this, I have received no response, resolution, or compensation. This situation has caused financial and emotional stress, and I have informed Enterprise that I would pursue legal action if I remained ignored.

      Business Response

      Date: 05/14/2025

      Thank you for the opportunity to respond. Management has researched the complaint and discovered the payment issue was due to an orphan transaction loss. Management spoke with the customer, processed a refund, and offered compensation for a future rental.

    • Initial Complaint

      Date:05/05/2025

      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.
      I was charged $536 from enterprise rental car and it was never ever refunded. I was denied the rental and the gentleman said Im sorry I still charged you. I never received the refund. I never received a receipt for transaction of refund. I have sent in a demand letter. I intend to sue.

      Business Response

      Date: 05/13/2025

      Thank you for the opportunity to respond. Management confirmed with credit card processing that the funds have been released. Management reached to the customer but has been unsuccessful in establishing contact. They have left the customer voicemails and emails as they intend to speak with the customer directly.

    • Initial Complaint

      Date:05/04/2025

      Type:Service or Repair 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 rental car from Enterprise in ************, ** on November 18, 2024 and returned it December 2, 2024. The address is ******************************************. My son left his AirPods in the vehicle so my wife called and went to enterprise to try and get a resolve, no resolve. My wife called customer service multiple times and then went and filed a police report; after this the manager named **** got back with my wife and said that he was going to refund $200 for the item that was stolen from the car which he left on a voicemail. The issue now is that the $200 that was credited back to me has been added to collections in the companies end in which my wife called customer service and they still havent fixed the issue. This is unethical and not right, can you help with this?

      Business Response

      Date: 05/15/2025

      Thank you for the opportunity to respond. Management identified the error and reversed the collection effort. The customers rental privileges are intact. Management addressed the customers concerns and assured them they are not responsible for anything further.

      Customer Answer

      Date: 05/16/2025

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:05/02/2025

      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.
      They are trying to put to me damage that was done by an employee. I have video and pictures of the condition of the vehicle when I dropped it off. They are putting a fraudulent claim in to get insurance money. I spoke with agent on the Monday April 7 to check in vehicle and discuss everything. He checked the vehicle in, there was No mention of damage at all and I let him know the signal light had to be held to work to turn left. He then waived the fee for one way return for the inconvenience, and said everything was covered by my Expedia payment and was good. On April 10 received an odd damage email with no info and contacted customer service. They said there was no damage noted on my file and it must be fraudulent to ignore. I received another email today with a bunch of damage listed that by the video you can see was not there. I have disputed it

      Business Response

      Date: 05/14/2025

      Thank you for the opportunity to respond. A response is attached. 

    • Initial Complaint

      Date:05/02/2025

      Type:Product 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 am writing to file a formal complaint against Enterprise Rent-A-Car regarding a highly unsatisfactory rental experience during my family vacation. On December 27, 2004, I rented a vehicle from the Enterprise location at ***********************. The vehicle overheated and required towing in the middle of the Florida Everglades, which was both dangerous and distressing.Following this, I was directed to pick up a replacement vehicle at an Enterprise location that was closed. I was then sent to another location with no available vehicles. The manager pretended to call another branch and falsely assured me that they were waiting for me and a vehicle was ready. Upon arrival, I was aggressively informed no such communication had occurred, they had no idea what I was talking about and certainly no vehicles were available. They incorrectly stated that replacement vehicles could only be obtained at the ************* in any ******** the *************, staff initially tried to send me back to ***************. After I refused, they reluctantly provided a smaller replacement vehicle than what I had paid for. This ordeal wasted an inordinate amount of time, disrupted my vacation and added unnecessary stress.Since then, I have contacted Enterprise customer service six times. Each time, I was assured my issue was escalated and I would receive compensation within a few days. Despite these assurances, no action has been taken. **************** cannot explain the lack of progress and repeats the same promises, leading to a frustrating cycle with no resolution.I seek a formal apology, a refund for the rental charges, and assurance that steps will be taken to prevent similar issues in the future. I hope the Better Business Bureau can assist in resolving this issue and ensuring Enterprise Rent-A-Car addresses these concerns. Thank you for your attention.

      Business Response

      Date: 05/14/2025

      Thank you for the opportunity to respond. Management reached to the customer but has been unsuccessful in establishing contact. Management left a voice mail with contact information as they intend to speak with the customer directly.

      Business Response

      Date: 05/15/2025

      Thank you for the opportunity to respond. Management spoke with the customer and confirmed the refund has been processed.

      Customer Answer

      Date: 05/16/2025

      Better Business Bureau:

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

      ***** ****-****

    • Initial Complaint

      Date:05/02/2025

      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.
      October 17 2024 I rented economy car that was upgraded by Enterprise due to lack of inventory. The rates were extremely high and my economy car was upgraded by enterprise as I was charged for an upgraded vehicle. I spoke with Enterprise staff several times and I am actually appalled that they are ignoring this. including branch manager and yet to get resolution. Under my account #****** and reservation #**********. Enterprise asked if reimbursement of half the damage waiver would suffice and I have to get that! My rental was $1700 and due to the urgent need of the vehicle this billing error on Enterprise should be adjusted/refunded. As loyal customer as well as ********************** friends and family program and would appreciate the reimbursement accordingly.

      Business Response

      Date: 05/05/2025

      Thank you for the opportunity to respond. Management processed a partial refund for the Damage Waiver protection product to resolve. Management shared that the refund for the rate adjustment to economy was processed on October 12th as well. 

      Customer Answer

      Date: 05/06/2025

      Better Business Bureau:

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

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

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

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