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

4,297 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:04/29/2025
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.
Made a reservation for a van months ago for 4/22/25 at 9am, got there at 9:45. Was told by staff there was not a van there. The employee stated that someone was supposed to have a van dropped off by 9:30 am and never showed up and they did not have a van. We were going on a family vacation and needed a 7 seat vehicle. Asked to speak to manager, ***** **. He was very very rude and disrespectful from the moment he came to us. He told us we were late so he gave our reservation away and that hed rented out 4 vans before 9am. He stated they would have to go pick up a van from Modesto. He said because we were late now they were going to be late. I told him he was very disrespectful and the employee already stated that the van wasnt dropped off and he didnt tell the truth. He stated I didnt have to take the rental. This was a family trip for my children for spring break. Al 3 of my sons have amazing grades and we were taking them out to reward them. We got our car around noon. Had to reschedule our dog sitter and wait because of the car, got stuck in traffic and arrived during the evening and missed everything we were supposed to do that day. It was only a 2 day trip and one day was ruined and taken away. ***** called us on our way home of the 24th. We were trying to take our kids to a place we had promised but got ruined. We stated we would be there before closing. We got there at 5:50 and they close at 6. He was outside and saw us and was helping other customers. He didnt get to our return until 6 and stated we returned at 6:04 and it was well before 6. You can check your cameras for all the incidents. We were charged an extra $100 because he lied and stated we returned after hours. We contacted customer service on 4/22 and 4/25 and was told a district manager would contact us and we have not been contacted. I want my money back for this rental and the deposit back. We have been renting from enterprise for over 15 years and have never received this type of treatmen
Customer Answer
Date: 04/30/2025
Added agreement file and screenshot
Business Response
Date: 05/07/2025
Thank you for the opportunity to respond. Management reached out to the customer and will be processing a refund to resolve.
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 vehicle from Enterprise in *******, ** on Feb. 9. 2025 for the amount of $566.63; instead of returning the vehicle while in ******* and using Amtrack, I cancelled my train ticket and extended the lease of the vehicle to return to Enterprise, *** on Feb 22, 2025. In order to extend the lease of the vehicle, I was informed by an Enterprise representative in ** that a $250 fee would be assessed in order for me to return the vehicle (one-way) to NY and another charge would be added for taxes. In total, I paid $328.52 on Feb 11, 2025 to extend said lease. Upon returning the vehicle to the location in ***, I was informed that I would not be eligible for the $300 deposit that I am obligated to have for the duration of the rental of said vehicle due to that particular location being the largest Enterprise in the *****, thus the return tax was higher. There was no damage done to the vehicle and I did not smoke in the vehicle, thus, I was eligible for the return. The manager at the returning location refused to provide a refund. I then spoke with a representative from *******, who reimbursed me $50 towards the $300 deposit, stating that I never made the payment for the one way return of the vehicle plus taxes. When I questioned the $328.52 transaction, the representative stated I would need to speak with a manager. I have yet to receive correspondence or a phone call regarding my $250 deposit that is due me. Since then, Enterprise has sent me invoices stating that I owe them more money for driving citations that I apparently received, however, cannot provide any documentation on state letterhead. I have receipts of all payments made to Enterprise to cover the duration of my trip and return to ***. I have attempted to reach out to the corporate office, however, I was only speaking with the call center, and a manager still has yet to rectify the situation,. I also did not receive my points for every day I kept the vehicle. Thank you.
Business Response
Date: 05/01/2025
Thank you for the opportunity to respond. Upon inquiry, management discussed the charges associated with returning at either the pickup location or an alternate location with the customer. The customer elected to return to the pickup location upon rental inception. Upon return of the rental, the customer executed an unauthorized one way by returning the rental vehicle to an alternate location. The renter is responsible for the amount discussed upon pick up. There will be no further action taken at this time.
Initial Complaint
Date:04/29/2025
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 March 16, 2025, I rented a car through the *************** Enterprise Rent A Car (***********) because our flight had been canceled due to weather. We planned to return the rental car to a different location in *******, ** because they had an after hours drop off location (address: ***************************************). The car was dropped off around 1 am on March 17, 2025 with the estimated drop off time given to Enterprise to be 6am. The car was parked in the lot, and the key was dropped in the drop box around 1 am. The ******* location did not check for the returned car until Wednesday. Instead of adjusting the rental invoice for their error, I was charged through Wednesday for the rental. I have reached out to customer service multiple times only to be lead around in circles. I was charged to much for a rental I didn't have as long as they are claiming. I shouldn't have to pay for the companies mistakes and errors.
Business Response
Date: 05/01/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Customer Answer
Date: 05/02/2025
Better Business Bureau:

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

Sincerely,

**** ********-*****
Initial Complaint
Date:04/28/2025
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.
Last Tuesday my rental car from enterprise was impounded by police- my purse, overnight bag, charger, passport and picture of my goddaughter were all in the car when I spoke to the lot where the car was held.I speak to enterprise the next day and inquire about by belongings- they say they will get the car but are not allowed to touch any of my things so I can pick them up out of the car when it is back at an enterprise location. Next time I speak to someone the car is apparently in a car shop until Monday because the battery died. I am guaranteed by the enterprise employee that my belongings are still in the car and he will tell the shop to expect me this weekend. I have a friend drive me all the way from ** (where I rented the car) to ****** (where the car was impounded) just to find out from the shop that enterprise took the car back the day before and of course enterprise is closed for the weekend. I speak to the branch manager today, recording the calls- and he is extremely passive and admits to personally removing my belongings because he needed the car to rent. A car that was never originally at his disposal to rent. He was rude, hung up on me and said he was not allowed to ship my belongings overnight according to his supervisor. I (had) a flight back to ******* tomorrow and that clearly will not be happening- I also have medication in there that I have not been able to take. It is my understanding that enterprise is not allowed to touch personal belongings and certainly not to rent a car out with personal belongings still in it- and not even attempting to get in contact with the owner of said belongings. He had Friday afternoon and evening, all Saturday and Monday morning/afternoon to get in contact with me and make me aware of the situation.
Customer Answer
Date: 04/29/2025
7LTBYT
Business Response
Date: 04/30/2025
Thank you for the opportunity to respond. Management spoke with representatives at the ****** branch who confirmed the items have been located. These items will be shipped to the address the customer provided.
Customer Answer
Date: 05/02/2025
Complaint: 23261123

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

The package has since been lost by ****** and as it states on their website and terms- the sender is responsible for the package until it reaches its destination. I have called and left message with the area manager raven to no avail- asking enterprise to please chase on their end as my medicine and passport are now out in the world somewhere unknown. If they had never touched my personal belongings in the first place I wouldnt now be in this position.

Sincerely,

****** *****
Business Response
Date: 05/07/2025
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: 05/08/2025
Complaint: 23261123

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

It has been over one week since my belongings should have been delivered by overnight service through *****. I have had no update from ***** or enterprise- my belongings are still out there somewhere unknown. This is the worat customer experience I have ever had and fed ex corporate office will not answer the phone so I have had absolutely no help from them. I want compensation so I can replace all my things including my glasses, contacts and medicine. I have no jacket I have no shoes, I will be looking into legal help if BBB cannot get a better response from someone.

Sincerely,

****** *****
Business Response
Date: 05/15/2025
Thank you for the opportunity to respond. Management has been in communication with ***** as they locate the customers package.
Business Response
Date: 05/22/2025
Thank you for the opportunity to respond. Management has filed a ***** claim on the customer's behalf.
Initial Complaint
Date:04/28/2025
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 writing to formally dispute and request resolution regarding a recent rental experience that involved serious mechanical and customer service failures.On August ********, I rented a Chrysler Pacifica minivan from your *********** ******* ******* Location . During the rental, the vehicles in-cabin screens (critical for navigation and vehicle operation) malfunctioned repeatedly, causing us to pull over dangerously on the side of a freeway multiple times to troubleshoot. These interruptions caused substantial safety concerns for myself and my passengers.Upon returning the vehicle, I reported these issues to the rental location staff, but my concerns were dismissed without meaningful response or any offer to inspect the vehicle, offer an apology, replacement, or any customer recovery.Requested Resolution:A full or partial refund of the rental charges due to the defective condition of the vehicle.A formal apology acknowledging the defective condition and mishandling at the branch level.Consideration of additional compensation (e.g., a future rental voucher) given the safety risks and poor service.If Enterprise is unable to resolve this fairly, I am prepared to escalate this matter and even consider filing a complaint with my state ************************ due to the safety implications.I have documentation of the rental agreement and am happy to provide further evidence if needed.I respectfully request a prompt review and resolution within 10 business days.
Customer Answer
Date: 04/29/2025
Requested number: *********
Business Response
Date: 05/06/2025
Thank you for the opportunity to respond. Management has reached to the customer five times but has been unsuccessful in establishing contact. They intend to speak with the customer directly.
Initial Complaint
Date:04/28/2025
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.
We were provided a rental car by Enterprise through a ******** Insurance claim during a one-week period of time, during which our car was in the shop for repairs. We went to pick up the vehicle on 4/14 at the ************** location. The car was a beat-up Jetta, and we expressed concern upon pickup about the amount of damage to the car. The associate checking us out assured us that everything was accounted for and showed us a measuring tool they used for reference, letting us know that "anything less than a quarter-sized ding" wasn't considered worth writing down. We took the car home and proceeded to have it in our possession until 4/22. We drove the car a limited amount given its poor condition and our concerns driving our children in it. It spent the majority of the time parked in front of our garage on our private 10-acre property. When we returned the car on 4/22 in the same condition we had received it in, a new associate told us that we had damaged the door and would be charge for its repair. We asked to see pictures of the car's condition beforehand so we could verify the damage was not existing, but the company could not provide us any proof the car was not damaged beforehand. We vehemently deny any wrongdoing on our part or any involvement in the additional damage of an already very damaged car. We followed up with the local establishment multiple times and they have made no attempts to work toward a resolution, instead saying they will be pursuing damages with our insurance despite the fact they cannot prove we damaged the car in any way. The corporate spokesperson we spoke with said the method of not measuring any damage less than a quarter in size is not corporate company policy and has given us indication this is the fault of the Enterprise location.
Business Response
Date: 05/13/2025
Thank you for the opportunity to respond. Management has researched the complaint and shared that the customer has been absolved of any pursuit for damages related to this rental agreement.
Initial Complaint
Date:04/28/2025
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.
NOTE: ****** ***** is my adult son with unspecified learning disabilities and a slight speech impediment.Damien's car is under my State Farm insurance policy, and the fee in question was withdrawn from his checking account. While I normally would have handled this transaction I was out of state at the time.****** needed a rental from August 8th, 2024 til August 21st, 2024. I had already told him to decline the *** insurance from Enterprise due to having full coverage with State Farm, as I have done for the past 30+ years. When I received the paperwork from State Farm I noticed the *** fee of $259.87. I spoke with ****** first, asking if he signed for the extra insurance. He said they told him they were expecting a lot of storms in the area and his insurance wouldn't cover that type of damage. Next, I called Enterprise. I was told it would be refunded. It has not. I have spoken with multiple representatives, each telling me something different. I have left several messages wanting a call back from the ******* PA location manager. I have, as of today never received a call back. And it still has not been refunded. **** M. *******-******
Business Response
Date: 05/06/2025
Thank you for the opportunity to respond. Management has spoken with the customer,addressed their concerns, and processed a refund of the Collision Damage Waiver charges to resolve.
Customer Answer
Date: 05/06/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The full amount has been returned to my checking account. Thank you so very much for a happy ending to a months long issue.

Sincerely,

****** *****
Initial Complaint
Date:04/28/2025
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.
Transaction date: 27-Jan-2025 **** **. ****** ******************** should have been only ***** for 3 days. Enterprise employees told me twice that the insurance would stop automatically after 3 days. However, it continued for 21 days. Spoke with **** the manager twice, refused my refund. Spoke with consumer complaint line twice no response. Sent certified letter to headquarters and confirmation never came back.
Business Response
Date: 04/30/2025
Thank you for the opportunity to respond. Management spoke with the customer and explained the product was selected at the time of rental.However, the customer was not aware the product could only be removed by physically reporting to a location. Management processed a partial refund to resolve the matter.
Customer Answer
Date: 05/01/2025
Better Business Bureau:

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

I accept the pending Discover refund payment of ******. I anticipate clearing in a few days. Thank you BBB and ****** ******** for your attention to this matter.

Sincerely,

**** ******
Initial Complaint
Date:04/27/2025
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 has placed my account in a do not rent status without any explanation as to why. I had a rental car in February that i returned 4 days late due to weather issues and communicated with the branch along the way and was charged/paid for these extra days. When i went to pick up a rental car a week later while traveling for work they informed of the hold but no one was able to tell me why or what it was for. I have tried to call and speak with them multiple times but get told the department who oversees this is not able to talk but they would call me back which has not happened. I normally would just say ohh well and move on but i have been a gold member with them for multiple years and have a lot of reward points earned which are now forfeited and i would like this to be made right.
Business Response
Date: 05/06/2025
Thank you for the opportunity to respond. Management has contacted the customer and resolved the matter directly.
Initial Complaint
Date:04/26/2025
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.
The business gave me a defective vehicle and on 3/13/25 I was driving and the spout of the tire was broken and defective prior to renting unfortunately the store was closed and I had it towed to my house. I tried to tell the store of the issues and they told me they used my security deposit already however, on 3/20 due to all of the drama behind not getting a working vehicle I had a spare placed by triple A on 3/19 therefore I was in a rental I could not drive from 3/13 to 3/20 until I took it into *********. ********* called enterprise holdings and found multiple issues with the car not just the tire but lack of fluids. Replaced 3 bad tires etc. I have also been unfortunately in and out of the hospital and attempting to resolve issues with the store as enterprise holdings advised me that my security deposit should not have been used and the manager dyquest refused to believe that he rented me a defective car. He was threatening me and my dad while I was in the hospital multiple times. 04/22 I received a message from ******* at enterprise stating that they were going to report the vehicle stolen I replied and said I was in hospital and unfortunately had a miscarriage which placed me on driving restrictions. On 4/24 I had the hospital fax records to ****** and she told the police she didnt care and they arrested me and I had a seizure in care. I recorded a call to enterprise headquarters and advised I have an attorney and by falsely accusing me of stealing a vehicle while I was in the hospital they lied to the police stating I did not communicate. The police report has been filed and due to this my 12 year old son had a catanotic seizure watching me be arrested and I want my refund, i want this charge dropped now so I can get money as I had to pay to get out of jail 1500 for a crime I didnt commit. Im in the process of suing them and the police department and if my money and charge is not rectified within 24 hours I will add this to the lawsuit
Customer Answer
Date: 04/28/2025
Location - ***********************************************************************************;
Business Response
Date: 05/07/2025
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: 05/09/2025
ENTERPRISE RENTAL AGREEMENT 7JFPJL
Customer Answer
Date: 05/15/2025
Complaint: 23254457

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

Please note that the store did not dismiss the charges and I now have to hire two more attorneys.

** past negotiating and ** pressing charges on the store for false arrest, no refund as included and promised, failure to drop charge, ** pursuing legal action 100% now.

*******, my previous attorney was ******* ******* a personal injury attorney. Now ** suing everyone involved and wanted the BBB to know that the store did not drop the charge like the said, *** gave me a reciept (it says I was refunded for defective vehicle and I sent a copy to you also ******* of the recorded phone call)

** seeking full refund, damages and potential loss of my RN license due to false arrest for unauthorized use of a vehicle when your records for sure indicate otherwise.

At this point, a criminal defense attorney representing my case in Prince ******* your store charged a felony crime against me for failure to update their system for giving me a defective vehicle. ** simply only writing BBB to update as you all dont comply. ** absolutely pursuing ****** criminally and all of you civilly. ****** ** pressing charges against for false police report tomorrow morning. The county will serve her and this will not stop until I get justice.

I was arrested not even knowing the car was reported stolen and i want BBB fully aware that not only is the store not compliant with this but neither is enterprise holding therefore, I told my attorneys dont ligitate with any one of you as I can lose my license for even being accused a crime let alone one I didnt commit and have records and proof in all of this that ****** lied to the police.

Whatever happens after that happens. This is ridiculous nobody showed up to court except myself and my attorneys nobody from store.

** hiring two new ones and ** absolutely seeking damages, wrongful arrest and false police report tomorrow. I have the address in ******** to serve is that correct *******? Ill be serving the store and the parent company I assume you in ******** is who I should have my attorney put down in regards to this?

Sincerely,

****** ****
Business Response
Date: 05/23/2025
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.