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

4,296 total complaints in the last 3 years.
1,654 complaints closed in the last 12 months.

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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:04/22/2025
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.
On March ****** I reserved a minivan with Enterpise ********** for pickup on April 6th to be returned on April 13th. I received a quote of $473.14 tax included for the reservation # **********.I arrived at opening for my noon appointment which is when I was told the Enterprise had 0 vehicles because the carrier fleet reportedly didnt show. The agent said they had 80 reservations that couldnt be filled. I arranged for someone to drive me an hour away to the airport to see if I could get a vehicle for my trip. The manager at airport Enterprise location stated that he couldnt honor any reservations for us locals because the vehicles were reserved for people coming from out of town. What was most disturbing was that the gentleman could ahead of me could still reserve a vehicle that did not exist. I opted to reserve with Alamo, which I later found out is a subsidiary of Enterprise. For my reservation #********* for the same minivan now picked up on April 6th 4:05 pm and returned April 12th at 5:19 am I was charged $872.62.I would like Enterpise to reimburse me for the difference between my initial quote and what I had to spend given that they falsely advertised vehicle low availability and caused me to drive an hour out of my way to secure a vehicle at twice the cost. They also need to update their system so that patrons are not able to reserve vehicles that do not exist.
Business Response
Date: 04/26/2025
Thank you for the opportunity to respond. Management reached to the customer but was unsuccessful in establishing contact. Management has left a voicemail and sent an email as they intend to speak with the customer directly.
Customer Answer
Date: 04/28/2025
Better Business Bureau:

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

Sincerely,

******* *******
Initial Complaint
Date:04/22/2025
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 in early January and parked at ****************. I paid the parking fee at the time, but about a month later, I received a citation letter and a penalty notice from Enterprise. It was clearly issued by mistake! It was issued at 3:58pm, but I paid the parking fee that covered 3:57pm-6:57pm.I submitted proof of payment through Enterprises internal citation resolution portal, but received no meaningful response. Left with no alternative, I disputed the $70 charge with my credit card company and provided full documentation. The dispute was resolved in my favor, confirming the charge was not valid.I thought this matter was finally closed, but it wasnt! Enterprise has now handed this so-called outstanding balance to ************* its own debt collection arm. I am shocked and frustrated. I paid the parking fee, the citation was unjustified, and the bank already determined I was not responsible, yet Enterprise continues to pursue the charge.I even followed up with a second email to Enterprises citation resolution team. Again, no response. Meanwhile, ************ ignored my evidence of payment and simply resent the original citation letter. They added that if a charge is disputed with the credit card company, they will collect the amount directly from the customer instead.This has caused unnecessary stress and concern about potential harm to my credit. I am extremely disappointed in how Enterprise has handled this issue.I am requesting immediate resolution:1. That this charge be withdrawn from collections.2. That Enterprise update their records to reflect the matter has been resolved.3. That no negative information related to this citation be reported to any credit reporting agency.Many thanks in advance for your help and support!
Business Response
Date: 04/26/2025
Thank you for the opportunity to respond. Management reached out to the customer via email and addressed their concerns sharing that we make payment for violations to maintain good standing of the rental vehicles *********************** processed a refund to resolve.
Customer Answer
Date: 05/03/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The customer service team has reviewed my payment documentation and adjusted the balance to $0. They've also confirmed that this has not been reported to credit bureau. If any further issues arise, such as they keep sending me debt collection emails, I will reach out for additional assistance. Thank you for your coordination and support throughout this process!

Sincerely,

***** ****
Initial Complaint
Date:04/22/2025
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, then turned it in 04/03/2025 and the lady didnt come out to walk around and show me the damages, before getting it or after turning it in. After leaving she called and said there was damages. I told her the damages were there previously, which ended the conversation. After not receiving my deposit 3 days later I called and was told my deposit would be 3 business days, after not receiving my deposit I called to find out she still blamed the damages on me and a claim had been filed for the damages. After talking with the damage recovery unit, I was told my deposit would be in my account within another 3 days since the claim would be closed. I received a letter that was sent out 04/10/2025 saying the claim was closed. Its **************************************************** my account after talking with **** maybe four more times, getting the same answer it should be in your account within 3 business days. I still hadnt got it and I planned to use that to pay my car note which was due on the 15th. I have another road trip to take my son on this weekend and Im terrified to rent with the Enterprise here in ******** again. Im honestly starting to think that Ive been and Im being mistreated by the company because of my race or status and Id like to be overcompensated for getting treated in such a way.
Business Response
Date: 05/01/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:04/21/2025
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 1/29/25, I picked up a rental car from Enterprise due to my car getting evaluated for repairs. The representative working this day explained to me in the car that I could opt for additional/optional insurance incase something were to happen to the car. I asked the representative if I could opt into this insurance for 3 days ONLY, to give myself time to contact my primary auto insurance company about this. The representative agreed to set the optional insurance to: DW/CDW OPTIONAL (1/29/25-2/1/25) for $23.99/day, and SLP (1/29/25-2/1/25) $13.00/day. I double checked at least twice with the representative that this extra insurance would END without any additional charges nor communication from me on 2/1/25. The representative agreed with this, and said the only action I would need to complete would be to call the branch ONLY if I was wanting to EXTEND this optional insurance, but that I do NOT need to call to confirm the insurance ending. Due to these instructions, I signed a rental agreement document that verified that I would only pay for optional insurance until 2/1/25. I did not agree nor sign any further documents to extend past these dates. During the three days, 1/29/25-2/1/25, I was made aware by my auto insurance company, *********, that I did not need any additional coverage as I am covered by primary insurance. Since I was told by the Enterprise representative that I did not need to take any further action UNLESS I wanted to EXTEND the optional insurance, I did not contact Enterprise again. However, my primary auto insurance directly contacted Enterprise to extend the dates I was allotted to rent the car itself.I continued to keep the car as authorized by my insurance, and received a request via text from Enterprise to complete a new rental agreement. This did not end up happening. In the end, I was charged in total $536.77 (via debit) and $214.23 (in credit) as they continued the optional insurance and charged me without my approval.
Business Response
Date: 05/05/2025
Thank you for the opportunity to respond to the complaint. Management has reached to the customer via phone call and email but has been unsuccessful in reaching the customer. They intend to address the concern with them.
Business Response
Date: 05/14/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Initial Complaint
Date:04/21/2025
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.
4/21/2025 - I booked a reservation weeks in advanced for a Premium Large SUV vehicle. On the rental it was stated it would be a suburban, wagoneer L or suburban. 2 days ago I came to the location where my rental is supposed to be picked up to confirm my reservation. The female worker confirmed my reservation and said everything would be ready. I had to pick up my vehicle on todays date at 10am in which the unprofessional representative advised me that an suv with 6 seats its the largest I can get, tough luck. I asked to speak w the manager who they told me was unavailable furthermore I even asked them if any other location might have a vehicle and they told me I had to call myself and check. I explained to them that no one notified me the vehicle wouldnt be available and I also explained to them that I needed to be in ******* by 5pm that same day. They seemed as they didnt care and that I had to call headquarters. No one contacted sister stores to see if the car could be swapped or if they could find me a large SUV. I contacted customer service in which they advised me my rental should have been a premium large SUV and that the store messed up. I was sent to a secondary location on the other side of town and when I get there its the same situation. A Large SUV not a premium is the only thing available. I was notified a regional manager would call me very soon as they notated my account w the rush in time. It has now been 2 hours, no call and Im not going to make my destination on time. (************** vs ****************** $500 tickets went down the drain). I was told that a premium large SUV might be available in ******* but there would be a cost difference that would be applied to customer and in addition they charged me the same rate as if I had received a Large Premium SUV when that was not the case. The vehicle I was forced to take was not cleaned, has an obstructed windshield which I can be ticketed for. Pictures available upon request.
Business Response
Date: 05/02/2025
Thank you for the opportunity to respond. Management reached to the customer and left two messages as they were unsuccessful in establishing contact. They intend to speak with the customer directly.
Initial Complaint
Date:04/21/2025
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 received a rental vehicle ******* Maxima, recent model) from Enterprise Rent-A-Car through my insurance company. I was picked up from home by an Enterprise representative and brought to the branch where the vehicle was issued.Upon pick-up, the branch manager acknowledged pre-existing damage on the front driver-side headlight, which was clearly marked with blue tape. The light was functional, but there appeared to be a loosened front bumper or an unsecured s**** The manager used an iPad to take photos, and this was clearly documented in our presence.After a few days, I returned the vehicle. Shortly afterward, I received a phone call from Enterprise stating the car had been damaged in the front bumper near the headlight. I explained that this damage was already present and had been pointed out during the initial handover.Despite my explanation, I received an email from the branch requesting that I pay for the repair costs personally or through my insurance. I called the branch again to reiterate my concern and was told they would review surveillance footage. I was never contacted back.Instead, a few days later, I received an email from Enterprise's Damage Recovery Unit, requesting payment for the same damage. I responded by asking for:Proof that I caused the damage,A copy of any inspection photos taken at the time of pick-up, and Access to surveillance footage showing the car at the time of rental and ********* date, I have received no follow-up, evidence, or investigation. I feel I am being unfairly charged for damage that was pre-existing and clearly marked by the Enterprise staff at the time of rental. I am requesting that this matter be thoroughly investigated, all footage and documentation be reviewed, and that this damage claim against me be withdrawn.The claim number is 22388197
Address: ***************************
City: *******
State/County: AB
Zip/Postal Code: T2Y 1M7
Business Response
Date: 05/05/2025
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: 05/06/2025
Thank you for the opportunity to respond. A response is attached.
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,

*** *******
Initial Complaint
Date:04/21/2025
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.
On my last visit to Enterprise is ******** *** I was informed that I had been placed on the Do Not Rent List. To my knowledge, my rentals have been returned without issue.... pick up on time, return on time, clean interior, correct gas level, etc. I would like to know the reason for this status and would appreciate the opportunity to resolve any issue or misunderstanding that may have led to it.
Business Response
Date: 04/22/2025
Thank you for the opportunity to respond. Management recently spoke with the customer and provided next steps for removal from renter suspension.
Customer Answer
Date: 04/23/2025
Complaint: 23226043

I have reviewed the business' response and am rejecting it because: I have not received a response (email or phone call/voicemail) from Enterprise regarding the complaint.

Sincerely,

****** *****
Business Response
Date: 04/30/2025
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: 05/02/2025
Complaint: 23226043

I have reviewed the business' response and am rejecting it because: Initially, it was stated that I had been contacted. However, I was not contacted. At this time, I am still waiting to be contacted about the complaint. I prefer email but if contacting me by phone, please leave a message with direct call back number, and I will return the call.

Sincerely,

****** *****
Business Response
Date: 05/22/2025
Thank you for the opportunity to respond. Management has confirmed that the complainants rental privileges are intact. Management has spoken with the customer and discussed next steps as well
Customer Answer
Date: 05/24/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ********. If I have indeed been removed from the Do Not Rent list, then I am satisfied with this resolution.

Sincerely,

****** *****
Initial Complaint
Date:04/21/2025
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 recently became aware that I am currently restricted from renting vehicles through your company. I would like to understand the specific reason for this status, as I have always picked up and returned on time in clean condition with the contracted gas level. I am unaware of any incident or concern and would like to have the opportunity to rectify the restriction.
Address: ********************
City: *******
State/County: **
Zip/Postal Code: 39042
Customer Answer
Date: 05/02/2025
Hello, I was contacted by ****** from Enterprise on shortly after 8am CST on April 29th; I was not provided with a last name or title. ****** informed me that he had two complaints that read similarly and wanted to know if they were the same. I informed ****** that the complaints are not the same. After stating this, ****** informed me that he would be in touch.
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.
Business Response
Date: 05/07/2025
Thank you for the opportunity to respond. Management has reviewed the complaint brought forward and confirmed the complainants rental privileges are intact.
Customer Answer
Date: 05/09/2025
Better Business Bureau:

I have reviewed the business's response regarding complaint ID ******** and am satisfied with this resolution based on the interpretation that my account is intact means that my ability to rent cars at Enterprise Rent-a-Car has been restored.

Sincerely,

***** *****
Initial Complaint
Date:04/21/2025
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 27, 2025, at about 2:30 pm PDT, I rented a ********** Mirage from Enterprise Car Rental at the **********************************. At this pickup, there was no walk around or inspection for existing damage. The young woman from Enterprise did not fill out any damage report, nor did I sign or initial any such existing damage report. We had two witnesses to these facts, **** ****** (myself) and ******* *****.On March 31, 2025, at approximately 1 pm PDT, I returned the ********** Mirage to Enterprise Car Rental at the **********************************. At this drop-off, there was no walk around or inspection of the car for damage. The young woman from Enterprise did not fill out any damage report, not did I sign or initial any such damage report. We had two witnesses to these facts, **** ****** (myself) and ******* *****.Shortly after 8 pm PDT on March 31, 2025, Enterprise Car Rental attempted to reach out to us. We were unavailable and ****** left us a short voicemail asking us to return his call (regarding damage to the vehicle). We returned Sergios call the next day, speaking to a customer service representative at the **********************************. She took our message for ***** and ***** never called us back.On April 8, 2025, April 9, 2025, and April 17, 2025, we have received communications from Enterprise Car Rental that we owe them $684.72 for damages.We did not cause any damages to the car. Enterprise has been negligent in providing any proof that we caused any damages and we refuse to pay for damages either done by a previous renter prior to our rental or damages caused by an Enterprise employee between the time we returned the car on March 31, 2025, and when ****** called us around 8 pm PDT, later that evening.Consequently, I am filing a complaint with the Better Business Bureau against Enterprise Car Rental for trying to perpetrate fraud against us.Sincerely,**** ******
Customer Answer
Date: 04/22/2025
Dear BBB,
I am withdrawing this complaint. Enterprise Car Rental is informed me that they will not be pursuing me for the $684.
Thanks for your help in this matter,
**** ******
Business Response
Date: 04/22/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 04/23/2025
Better Business Bureau:

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

Sincerely,

**** ******
Initial Complaint
Date:04/21/2025
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.
04/19/2025 Enterprise rental car ********************** location.Discriminated on due to problems with multiple vehicles and put on the do not rent list.I have details in the resolution box of this incident.
Business Response
Date: 05/05/2025
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: 05/06/2025
Complaint: 23230322

I have reviewed the business' response and am rejecting it because: They were e supposed to get back with me the week of 04/14/2025. They never did. I called yesterday and the representative stated it was notes on file that they talked to the branch and that they are not taking me off the do not rent list without ever contacting me to hear my side. Im constantly told that I will be contacted and I never am which furthermore proves that I am being targeted by racism

Sincerely,

******** *******
Business Response
Date: 05/13/2025
Thank you for the opportunity to respond. Management has reviewed this concern and found that the customer rented a large pick-up truck with a *** Ex Corporate code. Once the customer informed management of mechanical issues, management switched the customer into a Wagoneer with no upgrade charge. A series of four vehicle switch outs followed the initial switch out. Our administrative teams attempts to obtain a response from the customer regarding the discount code were unsuccessful. In this, the original rate of the rental vehicle was honored during the switch outs.

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