Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

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

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.

Initial Complaint
Date:04/30/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In October 2024, I rented two vehicles from Enterprise, both with physical damage. The first vehicle had a defective battery and was replaced by a second vehicle. When I returned the second vehicle, I had a conversation with the staff about damage to the passenger mirror. Although the damage was not listed on my rental form, it was identified by a previous renter and I was told that I would not be liable for the damage. However, I then received a bill for the damages (Enterprise Claim Number ********) in the amount of $698.97. I emailed the agent listed on the bill, **** ******* on December 1, 2024, with a CC to my insurance agent. Ms. ******* denied receiving the email and denied that she had the ability to review the previous damage listed on the vehicle and sent this bill to collections.After a back-and-forth with the claims agent, I called Enterprise directly and was told by two different customer service agents on March 4, 2025 and March 13, 2025 that they were sharing my concerns with managers who had authority to review the case. However, I have not heard from them.Given that the damage was already reviewed in person by Enterprise staff who found evidence that I had not caused it, I would like Enterprise to remove the bill and cancel the collections claim.
Business Response
Date: 05/06/2025
May 5, 2025
BBB
RE: Case# ******** ***** ****
Enterprise File No. 21733348
To Whom it May Concern:
Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by Ms.****. Ms. **** rented a 2023 Chevrolet Malibu bearing California registration 9EMC455 from Enterprise Rent-A-Car **************************************, dba Enterprise Rent-A-Car in *******, **********.
At the time the renter took possession of the 2023 Chevrolet Malibu, the vehicle was determined to be rented with damage to the front bumper.This was confirmed by the renter initialing on an electronic tablet at the time of check out. Upon return, a claim was written for the passenger side mirror,erroneously citing it as new damage, as it was previously documented.
Upon reviewing the concerns presented by Ms. ****, our office closed our file on May 5, 2025. At Enterprise Rent-A-Car, we strive to satisfy all our customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.
Sincerely,
******* ******, Analyst
Damage Recovery Unit
Initial Complaint
Date:04/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently suffered a tragic loss of a family member. I attend college in ********** *******. Since this was a sudden loss, I didnt have the enhanced license required to fly. I booked my car reservation and it was confirmed for me to pick up the car at 1130 on 4/30 and drop off in ***************. I have proof of confirmation. When I got there, the Statesboro rental office said they do not have a car available even though I was confirmed. I immediately called customer service. They said that they will bring a car from another Enterprise location in ******, ******* or ********, so I can get home for my family members funeral. They told me to wait for the call that the car was available. It never happened. Every time I called back, the customer service said that a manager will call me. No one ever called me or brought me a car. Kept lying to me and being very nasty and rude. I called 7 times and was given the run around and to wait for a manager to call me. Never happened and now I cant go home to my family members funeral. Everyone treated me horribly and kept lying to me. No one helped me or kept their word. I am completely devastated. Enterprise was the only rental company in my college area that offered one way rentals home. Im a puddle of tears in my college dorm with no way to get home.
Business Response
Date: 05/05/2025
Thank you for the opportunity to respond. Management has reached to the customer but has been unsuccessful in establishing contact. They intend to speak with the customer directly.
Customer Answer
Date: 05/21/2025
I received a message that Enterprise tried contacting us. They have not and I have phone records showing they have not.
Business Response
Date: 05/28/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Business Response
Date: 06/02/2025
Thank you for the opportunity to respond. Management has reached to the customer via phone call but has not established contact. Management left two voicemails as they intend to speak with the customer directly.
Initial Complaint
Date:04/30/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 20, 2025, I called Enterprise car rental **************) to reserve a car for March 21st at ***************, **********. I was charged a $65.25 deposit. Confirmation # **********. When I arrived at the airport Enterprise rental center, they would not accept my credit card because it was a dual debit/credit Bank card. So, I asked for my deposit back & was told they don't collect *********** this point I had to take an **** 2hr drive home. The next day I called the original number from when I rented the car & paid the deposit asking for a ************* referred me to their escalation Team (*************) 1:15pm. Escalation team said they would return my call in 2-3 hr. but never did. Early April I started this process again & was speaking to Asian lady named ***** with the escalation team who said my refund was processing It would take about 2 weeks. April 16 i called & ***** said the exact same thing & again on April 30th. I am tired of the runaround. I also called Enterprise corporate office *************) & was told they have nothing to do with these 3rd party call centers.Bottom line I have yet to receive my refund & would like BBB help in obtaining my refund. Thank you in Advance.****** ***** ************************************************************************** ************
Business Response
Date: 05/07/2025
Thank you for the opportunity to respond. Management has reached to the customer and *********** services to get this matter resolved directly. Management has made the customer aware of the process taking place.
Customer Answer
Date: 05/09/2025
I am concerned that this complaint is being put on a back burner whenever someone calls me they refer it on to different departments. I should have had a resolution by now. No one seems to know how to handle it.
Business Response
Date: 05/19/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Business Response
Date: 05/23/2025
Thank you for the opportunity to respond. Management has researched the complaint and contacted credit card services as a deposit charge was not located. Management would like to inquire if there is any supporting documentation of the deposit charge available.
Initial Complaint
Date:04/30/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rented from ********** IL location, ******* and his staff here are great. Somehow somewhere along the line, 3 lug nuts were left off the wheels, one on each of 3 tires. At first I thought nothing of it, but then felt like the car drove a little strange so I called the 800 number. They told me I could not go to ********* or just put lug nuts on it, it had to be exchanged. I then drove from my home, address attached, to midway, to be told I cannot exchange the car unless I file an insurance claim. I had no idea what the staff were talking about. 7+ staff standing around telling me I would be getting a 4 seater car after the insurance claim. Knowing nothing about any damage, and never noticing anything, she pulls a portion of the bumper that is not aligned and asked me about it. Again, I know nothing about. She tells me to leave and take the car to ********** in the morning. I called the 800 number, said it is being escalated, give them 5-10 minutes. I wait at the airport for over an hour. No call. I called back, and then said a field manager called me and told me I could go back to the airport. This never happened. I gave up at this point, driving the car with lug nuts missing, no one to talk to or help me. This morning, I arrive early to **********, and ******* he great. He says he knew about the bumper, its not a big deal, knows it not from my rental, and says ********* can put the lug nuts on. Great. Except that now I have been sitting at ********* for 45 minutes so far. This car rental, while customer service with ******* is awesome, had horrible customer service at ****** and on the phone. I would like compensation for the 90+ minutes at the airport, on the phone, and now at a car repair shop. Insurance/ a body shop is paying for the rental so Im not sure if a credit for another time is appropriate or some kind of compensation, but the stress and hardship from this rental is enormously unfair. I would appreciate your assistance in this matter. Thank you.
Business Response
Date: 05/01/2025
Thank you for the opportunity to respond. Here is the response from our local management team;
Attn: Better Business Bureau
Please accept this correspondence as our response to the complaint # ********:
Enterprise rental agreement # 81J18K, ******* *****,store #**DP.

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

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

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

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

Sincerely,

******* *****
Business Response
Date: 05/13/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Business Response
Date: 05/14/2025
Thank you for the opportunity to respond. Our Area Manager will be reaching out to the customer directly.
Customer Answer
Date: 05/14/2025
Better Business Bureau:

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

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

Sincerely,

******* *****
Initial Complaint
Date:04/30/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Enterprise at *************************** on 3/23/25. The car was returned in the SAME condition as was rented. I received a letter dated 4/9/2025 alleging while in my possession, there was $1668.02 worth of damage done to the car. Included in this letter are details of the damage as well as untimed and undated pictures.I responded to this letter via email on 4/23/25 stating that I dispute the allegations. I requested Enterprise supply me with the following: 1. Time and date-stamped photographic evidence of when the damage was discovered.2. Time and date-stamped photographs of the vehicle immediately before it entered into my possession.3. Time and date-stamped photographs of the vehicle immediately after it was returned by the customer prior to myself.4. Documentation confirming the vehicle was inspected immediately after leaving my possession.5. Documentation confirming the vehicle was inspected immediately after it was returned by the customer prior to myself.6. Documentation of when the car was rented and returned prior to my possession.7. Documentation of when/if the car was rented and returned after out of my possession.I received a phone call on April 25th from Topeka ****** which I returned later that day. She was unavailable and I spoke with ******. She stated I would receive another phone call the following week to start the dispute "process."Received another phone call on April 28 from ******. I returned the call and spoke with *********** who transferred me to Topeka ******. I conveyed my displeasure to her, asking Enterprise to provide me with requested information. She adamantly refused to provide me with any of my simple requests and stated I would be turned over to collections if I did not comply.I do not have photographs or video of the vehicle before or after the rental. An Enterprise employee did not walk me to my car nor did they inspect the car upon drop off.
Business Response
Date: 05/13/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Business Response
Date: 05/22/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 05/29/2025
Better Business Bureau:

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

Sincerely,

******* *******
Initial Complaint
Date:04/30/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car for 28 days from the ***************** location on March 9, 2025. The price quoted was $954.50. I called on March 31st to see if I could return the vehicle to the ****************** location on April 5th when it was due back, and if so what would the cost be. I was told yes I could and would only be charged $107, with no other charges/rate adjustments if I did. I agreed to the additional $107 fee and returned it to the ****************** location agreed and on time. The final bill showed a total of $1685.30 charged. I called Enterprise on April 22nd and was told they see the agreed upon additional $107 fee to return the car to the ****************** location, and also see there was an erroneous rate change. They contacted their supervisor who approved to have it corrected. I was told I would get a corrected invoice that day but didn't. I called back on April 23rd and was told he saw the notes, erroneous rate change, and ticket that was still being processed. He said he would put a note, keep the ticket open, and it could take 48 hours for the rate to correct. I called April 24th and was told she also saw the erroneous rate change issue, previous notes, and emailed me a ticket-******** she opened, saying they were waiting on the regional manager from the ***************** to make the correction. I called back on April 25th and was told the same thing, but that it could take 3 business days and another note was made. I called back on April 28th and was told she also saw the erroneous rate change, previous tickets/notes, and would escalate the issue to her own manager, confirmed my phone number, and said he would call within 24 hours. It is now April 30th and no one has contacted me in over a week and no correction to the bill has been made.
Customer Answer
Date: 04/30/2025
please close this complaint. It has been resolved.
Customer Answer
Date: 04/30/2025
The company has resolved the issue. Please cancel the complaint. Thank you.
Initial Complaint
Date:04/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
04/29/2025 I've spent over $1,100 in rental fees from April 1st until today April 29th I was misinformed about what the actual policy is as far as the deposit I was missimformed by the employee at the ************* location that they couldn't use the $300 deposit that they already have held for my original agreement from April 1st to April 29th and just roll over to the agreement that I would have signed April 30th 2025 had I not been misinformed and given the wrong information which has caused me a 14-day suspension from my employer with no pay for 2 weeks on top of that I knew nothing about a limit of their only being allowed to rent a vehicle for 30 days once that 30 days is up you have to go back to the location where you originally rented the vehicle to resign a new rental agreement and I was told that I had to do another $300 deposit a time of signing which would be April 30th 2025 okay on top of the cost of the rental what's the prices for the per day have doubled I've been renting this vehicle since April 1st 2025 and only paid between 30 and 45 per day on their site on the app for that location you're charging $89 per day for the same vehicle okay so not only now can I not redo my rental agreement I'm now suspended for 14 days by my employer where I cannot pick up shifts I will not have a paycheck I will not have income for 2 weeks okay on top of trying to figure out how will I make it home once I drop off the rental
Business Response
Date: 05/12/2025
Thank you for the opportunity to respond. The branch updated the customers payment to maintain the $300 deposit on file and permitted the customer to report for the rental rewrite the following day. Management shared that the customer maintained possession of the rental vehicle during this time. Management has reached to the customer and left a message.
Initial Complaint
Date:04/29/2025
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.
Booking was made on Priceline, the chosen vehicle was Corolla or similar. When I approached the agent at the office in *************, **, she said that she would upgrade to a Camry for the same rate, but upon returning the vehicle, I was charged the full rate of the upgrade. This sounds like bait and switch tactic to make a quick *****
Business Response
Date: 04/30/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and resolved the matter.
Customer Answer
Date: 04/30/2025
Better Business Bureau:

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

Sincerely,

****** *****
Initial Complaint
Date:04/29/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from the enterprise location @*************************************** on February 27th through April 1st. I put down a $400 deposit. I only got back $276 from my $400. Not one person from Enterprise can tell me where the rest of my deposit went. I called corporate 2x, I was told they sent a message to the manager at that location and they would contact me. I was never contacted. The 2nd ******** service *** told me a regional mgr would reach out to me. NOTHING. I spent $1800 with enterprise within a month and half, I cant get a call back or an explanation of where the rest of my deposit went. My rental was paid to date, gas was filled when returned and the car was spotless.WHERE IS THE REST OF MY DEPOSIT.
Business Response
Date: 05/13/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Business Response
Date: 05/14/2025
Thank you for the opportunity to respond. Management has researched the complaint and confirmed the accuracy of the rental charges. An invoice reflecting all rental charges has been sent to the customer via email.
Initial Complaint
Date:04/29/2025
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 was told I would need insurance on my rental in order to drive it off the lot and the insurance company would refund me back for whatever I spent on the vehicle. I was sold the insurance that I did not need by the manager at the store. By the time I was supposed to get reimbursed I found out I did not need that additional insurance and would not be getting a full refund by the insurance company. When I called the store for reimbursement I spoke to the manager and she was not willing to help. She was very condescending with how she spoke to me making it seem like it was my fault for getting the additional insurance. I callled customer service a total of 10 different times and each time I was told I would be getting contacted by the district manager. Ive waited a little more than a month and no one has called me regarding this issue. Today when I spoke to a different department in customer service I was finally told that the store kept declining my request for a refund and due to that I would not be getting a refund. The additional insurance I was wrongfully sold was $300. I was sold this insurance with false claims. I was lied to about having to buy the insurance. At the time I picked up the rental I provided the manager with my insurance and I was still told I needed to purchase it in order to take the rental that day. This has been very stressful due to constantly having to call customer service just to be given the go around regarding a issue they caused.
Business Response
Date: 05/13/2025
Thank you for the opportunity to respond. Management processed a refund to resolve the matter.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

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