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.
1,652 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:04/17/2025
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.
To Whom It May Concern,I am writing to formally file a complaint against Enterprise Rent-A-Car, located on **************** in ************, ********, regarding what I believe to be a dishonest and unauthorized billing *********** auto insurance company arranged a rental vehicle for me while my personal vehicle was being ***aired at a local collision center. On the morning I dropped off my vehicle, a ***resentative from Enterprise arrived within 10 minutes, which leads me to believe Enterprise has a working relationship or partnership with the collision center.The Enterprise ***resentative had me sign an electronic rental agreement and then walked me outside to a waiting vehicle a ************* SUV. I was never asked if I wanted a luxury vehicle or informed that this would be considered an upgrade.Three weeks later, when my car was ready, I noticed a $242.00 charge on my account from **********************. This was alarming because I believed that the full cost of the rental had been covered by my insurance provider.I called Enterprise to clarify the charge, and a ***resentative initially told me it was for taxes, which was confusing. To further investigate, my insurance company facilitated a three-way call with Enterprise. During this call, the Enterprise ***resentative not realizing I was on the line stated that the charge was for an upgrade. When the insurance ***resentative asked, She opted for an upgrade? the Enterprise *** responded, Yes.I want to be very clear: at no time was I offered options, asked about a vehicle preference, or informed about any potential upgrade. The vehicle was simply handed over to me. This is not only deceptive, but it also appears to be a fraudulent business practice billing customers for upgrades they were never made aware of or authorized.I am requesting:A formal apology from Enterprise Rent-A-Car.A full refund of the $242.00 that was charged to my account under false pretenses.Sincerely,
Business Response
Date: 04/18/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Initial Complaint
Date:04/16/2025
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.
See attachment
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: 05/01/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I have also spoken to **** ***** that has resolved the issue. Thank you.

Sincerely,

******* *******
Initial Complaint
Date:04/16/2025
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.
Confirmation#: ******** Location: ********************************* I had a free day&#**;s car rental from them on April 1, 2025 which was granted to me because I used my 700 point to get this, then I modified my points. It accumulated already the 3 days. They want to use my free days for the day the rental car was broken and I was handling the maintenance on their tire that they already knew was broken, the nail in the tire. They used my security deposit without telling me I needed $300 ahead of time. They also stated that I didn&#**;t make a payment but I did make a payment. This caused my bank account to be overdrawn. When I tried to take it back to exchange the vehicle, they told me I could not leave without giving them money. They said the card was declined because they are trying to take out more money than they should from my account. They should have told me I needed more money instead of taking it out. I spoke with ****, the representative there and ******, the director. They were being nice to give back money for the 2 days for the rental. I would like a refund of $300.00 or discount/store credit for almost a week.
Business Response
Date: 04/17/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund of 3 days to resolve.
Initial Complaint
Date:04/16/2025
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 April 11, 2025, Enterprise Rent-A-Car charged my credit card $1,025 without my prior knowledge or consent. The charge was for a $1,000 traffic citation (plus a $25 admin fee) that allegedly occurred during my rental in *********** on January 8, 2025. I only learned of the charge after receiving an email from Enterprise stating they had already paid the citation and charged my card.This is highly troubling for several reasons:1. I was never notified of the citation by the issuing authority.2. The email claimed the citation was for a parking violation at 12:00 AM on January 8 (see the Enterprise billing information uploaded), but I was resting in my hotel with my young kids at that time.3. Despite repeated requests, Enterprise has failed to provide a copy of the original citation or details on how I can verify or appeal the violation. Instead, they only shared a list of all vehicle violations (see Enterprise citation record uploaded), which is not sufficient to confirm the specific charge.4. Without documentation, I cannot determine the legitimacy of the charge or pursue a resolution with the issuing authority.I have attempted to resolve this issue directly with Enterprise multiple times, but I have not received a satisfactory response. Charging a customers card for an unusual $1,000 fine for a parking violation without transparency, evidence, or recourse is unacceptable.Desired Outcome:I respectfully request a full refund of the $1,025 charged to my card until Enterprise provides a copy of the original traffic citation along with clear instructions on how I can verify and appeal the charge through the appropriate authority.
Business Response
Date: 04/28/2025
Thank you for the opportunity to respond. Management has researched the complaint and found a parking ticket was issued to this rental vehicle on 1/8/2025. This renders the main renter of the vehicle responsible for the citation. We have provided relevant documentation with this response.
Customer Answer
Date: 05/05/2025
Complaint: 23213609

Thank you for your help in locating the ticket information. By the time I received the details, the deadline for a discounted fine had already passed. Since the citation has been paid in full using my credit card, I am contacting the local court to appeal for a possible reduction in the fine. If the appeal is successful, whom should I contact to request a partial refund?

Sincerely,

Jiahuan **
Business Response
Date: 05/07/2025
Thank you for the opportunity to respond. Please submit the citation refund supporting documentation at Proof of Payment Appeal | Enterprise Rent-A-Car or ************************************************************************* if not hyperlinked. Please attach proof of the approved appeal and representative will review and respond to this inquiry.
Customer Answer
Date: 05/08/2025
Better Business Bureau:

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

Sincerely,

Jiahuan **
Initial Complaint
Date:04/16/2025
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.
Car rental, Manger Que stated she was about to report a rental car stolen because she claim I didn't speak with anyone on her team the day they prepossessed the rental car that was paid for. Que was advised that I did talk to someone and I did. She tried to falsify notes in system about a $107 . She could of costed me my job
Business Response
Date: 04/19/2025
Management spoke with the customer and addressed their concerns regarding the closure of the rental agreement.
Customer Answer
Date: 04/23/2025
Complaint: 23213264

I have reviewed the business' response and am rejecting it because:
Nothing is being done about the situation. It is not okay what was done to me. I'm definitely considering a lawyer.

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: 05/01/2025
Complaint: 23213264

I have reviewed the business' response and am rejecting it because: I would like a for you to further investigate . I will also seek legal counsel as well.

Sincerely,

****** *****
Business Response
Date: 05/07/2025
Thank you for the opportunity to respond. Management has reached to the customer several times but has been unsuccessful in establishing contact. Management called the customer twice on May 1st and May 2nd. Management proceeded to call once on May 5th and May 6th. Management followed up with emails on both May 2nd and May 6th as they intend to speak with the customer directly.
Business Response
Date: 05/14/2025
Thank you for the opportunity to respond. Management shared the customer called back on the morning of May 7th. Management addressed the customers concerns, confirmed a resolution, and offered compensation to resolve.
Initial Complaint
Date:04/16/2025
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 needed to rent a van from Enterprise car rental for a trip to ** to ***************************** from *** 2 families- 7 people total for a roller derby tour. 4/10-4/14 3/25 is when I started my rental process. 4/10 at 8:02am I found out there was no vans available to rent. I have attached a full timeline for you to review. I ran out of characters. Overall the amount of time and stress this whole rental process took and caused took away from my business and my profits. I'm looking to get partial or a full refund. After 3 different attempts to receive a call back from Enterprise management, I have been unsuccessful.
Business Response
Date: 04/18/2025
Thank you for the opportunity to respond. Management has researched the complaint.The customer was promptly placed on the waitlist following the creation of their reservation. Five days prior to reservation pick up, management notified the customer that the reserved vehicle became available. The rental agreement was initiated at the scheduled rental pickup time.
Customer Answer
Date: 04/18/2025
Complaint: 23212449

I have reviewed the business' response and am rejecting it because:
Management did NOT call me at all during this whole process. The timeline of events that was attached, I stated that the only phone call I got from Enterprise Car rental was the day before my scheduled pick up 4/9 at 5:24pm. I have the voicemail saved, they sated they wanted to verify I needed the packer van. I called them back 6 minutes later to the number left on the voicemail and the number I originally called.
The Hanover location never communicated to me, no emails or phone calls. On 4/2 when I reached out to ******, she discovered that my name was on the waiting list. I told her that is not an option that I NEEDED a 12 passenger van for that day and that I couldn't risk just hoping there was a cancellation. She is the one that gave me the Westminster phone number. At that point I was never told my name remained on the waiting list.
I "secured" a 12 passenger van 4/2 with the ***********, ** location. I verified rental 4/2 & 4/7 with **** at the *****************. When they called 4/9 to verify pick up. Then to find out at 4/10 at 8:02am, when I called ***********, that they did NOT have a 12 passenger van for me.
I called ******* to see if they had a cancellation and in which they did.
I did all the phone calls! Enterprise management did not reach out to me at all.
Yes- in the end I was able to rent a 12 passenger van. However, this is poor business practice. I am a business owner myself and this whole process took away from my business and profits.
I would like to discuss this further with management. Thank you for your time.

Sincerely,

Breezey ***********
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: 05/01/2025
Complaint: 23212449

I have reviewed the business' response and am rejecting it because:
If I accept the response the case will close. I will be waiting for a phone call from Enterprise Car Rental.

Sincerely,

Breezey ***********
Business Response
Date: 05/14/2025
Thank you for the opportunity to respond. Management spoke with the customer and resolved the matter directly.
Initial Complaint
Date:04/16/2025
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 called to reserve a truck at Enterprise in *****. The reservation was confirmed, I paid for a ride to get the location ($45) and was told they did not have a truck, the attendent said he would call to see if other locations had a truck but I was told I would have to wait until he attended to the multiple customers that walked in AFTER me. I eventually called another ride and left ($45). My wife arranged a truck online at the ********** location with an appointment time of 8:00am - this time she called after reserving online and was told by the *** who picked up the Villa Rica number she called that the they did in fact have a truck. We made arrangments for me to go in to work with her and she would take me to Enterprise at 8:00. We arrived and were told they did not have a truck and were offered a mini van in lieu. This is ridiculus, it wasted my time yesterday and both of our time this morning. It is pretty much a bait and switch operation.
Business Response
Date: 04/29/2025
Thank you for the opportunity to respond. Management reached to the customer on 4/16/2025 and 4/17/2025 but contact was not established. Management left voicemails as they intend to speak with the customer directly.
Initial Complaint
Date:04/16/2025
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 and was involved in a minor accident. After returning the vehicle, Enterprise presented me with a damage claim of over $14,500 CAD. To validate the repair cost, I independently obtained two professional repair quotes from licensed shops: one for $5,972.65 and another for $7,828.22. Both shops assessed the car in person and provided detailed breakdowns matching the same repair scope listed by Enterprise.Despite this, Enterprise refused to acknowledge the huge pricing gap and offered no justification for charging nearly double the market rate for the same parts and services. They also added a $1,275.62 charge for diminished value but have failed to provide any formula or breakdown to explain how that was calculated, even after multiple requests.Enterprise repeatedly dismissed my quotes, claiming they werent based on teardown inspections, which is untrue. My estimates were thorough and done with the car physically present. They also charged me for loss of use for 15 days despite taking over two weeks to send their own quote.Ive attempted to resolve this directly and asked for a transparent explanation of their pricing, labor costs, and depreciation calculation. Instead, Ive received vague references to their terms and been told to simply accept their charges.I am disputing the excessive overcharge of approximately $8,500. I am requesting a fair billing adjustment and a clear breakdown of how Enterprise arrived at their numbers.Claim Number: ********
Business Response
Date: 04/23/2025
April 23, 2025

BBB

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

Enterprise Claim Number: 22093715

To Whom it May Concern:

We are in receipt of a complaint submitted by Mr. ***** where he disputes responsibility for the above noted claim. This office handles damage claims for Enterprise Rent-A-Car. We appreciate having an opportunity to investigate the matter.

Mr. ***** rented a 2023 Ram 1500 on January 30, 2025, from Enterprise Rent-A-Car Canada Company HST ********* d/b/a Enterprise Rent-A-Car located in ********** ***************** On February 3, 2025, the vehicle was returned by someone other than Mr. ****** Upon inspection, damage was found to the front bumper, driver side fender, doors and quarter panel, rear bumper, and taillight, which prompted a claim to be created.

On February 27, 2025, our office forwarded the repair bill to Mr. ****** In response, Mr. ***** expressed his disagreement with the repair costs and associated claim fees in an email, providing two alternative repair estimates and suggesting that our quote was inflated. While his estimates reflect a lower overall cost, they do not account for necessary repairs to the front bumper, driver side headlight, and fender. Additionally, our estimate includes all peripheral operations required for the repair and refinishing work, such as the removal and installation of trim, glass, and badges. We believe our estimate is comprehensive and accurately reflects all the work necessary to restore the vehicle to its previous condition.

Our business partners, who provide repair and maintenance services for our fleet, often extend discounts on parts and labor, enabling us to provide customers reduced costs. As our primary business is vehicle rentals, our terms and conditions stipulate that applicable fees may be added to damage claims to recover some of the losses incurred in rental revenue, vehicle value depreciation, and costs associated with the recovery of expenses already paid for vehicle repairs. However, in a gesture of goodwill and commitment to customer service, our office has agreed to waive the claim fees.

At the time the renter took possession of the 2023 Ram 1500, Mr. ***** accepted the terms and conditions of the rental agreement which indicated he was accepting the 2023 Ram 1500 in good physical and mechanical condition and would return the vehicle in same condition as received, ordinary wear and tear excepted. The vehicle was returned with damage. Per the rental contract executed by Mr. ****** he is responsible for all vehicle damage which occurs during his rental period. At this time, our office will continue to pursue Mr. ***** for damage to the rental vehicle.

Should you require any additional information, please do not hesitate to contact our office.

Sincerely,

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

Damage Recovery Unit
Customer Answer
Date: 04/29/2025
Complaint: 23211376

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

While I acknowledge that damage occurred to the rental vehicle, my dispute is not about the damage itself, but rather the unjustified, inflated charges Enterprise has presented, which are grossly inconsistent with industry standards.

1. Inflated Repair Costs

Enterprise has failed to justify why their estimate is nearly double that of two independent, licensed repair facilities, both of which physically inspected the vehicle and provided detailed, itemized quotes.

The parts, labor, and repair descriptions across all three estimates are nearly identical.
The only major difference is Enterprises significantly higher pricing, which has yet to be explained with any transparency or third-party verification.

2. Delay-Based Charges

Enterprise included 15 days of loss-of-use fees, claiming this as part of the claim. However, both independent shops were able to inspect and generate full reports within a few hours.

Enterprise took over two weeks to produce their estimate, yet they are charging me for that delay.
I should not be penalized for the companys internal processing time, especially when I was proactive in seeking clarification and fair comparison.

3. Lack of Transparency on Diminished Value

I repeatedly requested a breakdown of the formula or method used to calculate the diminished value and associated fees.

Instead of clarity, I received vague references to internal policies with no verifiable numbers, calculations, or appraisal documentation.
This lack of transparency raises concerns about price gouging and unfair business practices.

Final Note

I have acted in good faith, promptly provided legitimate documentation, and attempted to reach a fair resolution. Enterprises response fails to address the core issuewhy they are charging far more than the market rate for identical work, and why I should bear the cost of their inefficiency.

I respectfully ask that this case remain open for further review and that Enterprise be required to justify their pricing with clear, third-party documentation, or adjust the claim to reflect fair market value.

Sincerely,

**** *****
Customer Answer
Date: 04/29/2025
Subject: Urgent Update Regarding Complaint ID #******** Bad Faith ****** by Enterprise

Dear BBB Case Manager,

I am writing to urgently update you regarding my ongoing complaint against Enterprise Rent-A-Car (Complaint ID #*********.

While we are actively engaged in discussions through the BBB to resolve this dispute, Enterprise has now sent me a debt collection notice demanding full payment. This action was taken despite the fact that the matter remains under BBB investigation and negotiation.

By moving the matter to collections during an active dispute process, Enterprise is acting in complete bad faith. They are effectively attempting to harm my credit profile and pressure me into paying an amount that is still under formal dispute. This undermines the BBBs dispute resolution process and disregards the principle of fair communication that businesses are expected to uphold.

I am extremely concerned by Enterprises behavior and request immediate advice on how to proceed. I also ask that this action be formally noted in my complaint file as part of their ongoing bad faith conduct.

Please let me know how to escalate this situation properly and protect my rights.

Sincerely,
**** *****
Customer Answer
Date: 04/29/2025
Response to debt collection notice.
Customer Answer
Date: 04/29/2025
Response to debt collection notice.
Business Response
Date: 05/05/2025
We have reviewed the complaint brought forward and will not be taking further action at this time.
Initial Complaint
Date:04/15/2025
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.
On Nov. 26, 2024 I rented a car from Enterprise in *********** for a one way rental to ******************. We drove for 5 hours at night and upon arrival learned that we had been driving without tail lights the whole way (people had honked at us but we couldn't figure out why). The next morning we dropped the car off and the agent verified that there were no tail lights. He said he would report to the ******** location and that I should receive a call about refund. I never heard from the ******** location and called multiple times, each time holding for over 45 minutes. I then called the central number and was told I would hear back about the refund but never did. I have since called the central # for Enterprise 7 times between November 2024 and March 2025. Each time I am told this would be taken care of and should take about a week and nothing has happened. I have been told the ******** location would handle it, that the regional location would handle it, etc. but nothing.
Business Response
Date: 04/17/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Initial Complaint
Date:04/15/2025
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.
On 3/25/2025, GEICO set up a vehicle rental at Enterprise Rent-a-Car in *******, **. The truck was convered in dings and scratches on all panels and bumpers. I was told not to worry since they were all minor. Today, on 4/14/2025, I returned the vehicle in ***********. They claimed that there was a new barely visible crease on the front right fender. This did not happen while I rented the vehicle and I thinked I'm being SCAMMED! The crease was just as dusty as the rest of the vehicle and just as minor as all the other dings and scratches. But, somehow they amazingly detected this one crease that wasn't documented. They claim they are going to investigate it further before starting a claim against me. THIS IS OUTRAGEOUS!!!I've rented many vehicles in my travels and this really smelled like a setup. Watsonville Rent-a-Car are SCAM artists and should be investigated for a history of such activity.
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,

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

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