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Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

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

Find a Location

Enterprise Rent-A-Car has 2246 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 4,291 total complaints in the last 3 years.
    • 1,644 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/04/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      May 10th 2025 I rent an Enterprise car at ************************************************** for $140 for a one way to *******, Tx. I asked for a smooth, comfortable car cause my son had surgery and I was picking him up at the hospital to take him back home to *******, ** which was like 7 hrs. The agents were very busy at the time, and trying to attend to us all that were there at the time. He was giving me such a hard time with my credit/ debit card...but at last he still was able to get me in a car by 11:10a.m. instead of 9:00a.m. I was not very pleased with the car, service engine light came on and the tire pressure light came on twice, had to stop and put air on tires to continue traveling to get home to Del Rio Tx from ********** Tx. I could not call or stop at any Enterprise for it was the weekend and no Enterprise is open after 12p.m. We could have had a blowout or anything could have gone wrong and it would not have been good for my son or I. On Monday morning, the car tire was completely flat which required my husband to inflate the tire. I returned the car by 9:00a.m. to the Enterprise in *******, Tx., as specified when I picked up the rental. I received a text to return the car at 9:00a.m. in **********, **. I did get a little frustrated for I had told the agent it was a one way. I return the car at our local Enterprise and the agent said, not to worry he would take care of it. And he did. For the issues I was having, he gave me a discount and I paid a balance of $97.00. I thought that was the end of the matter until I received from my bank on May 23, that Enterprise in **********, Tx withdrew from my account $330.00, without my consent or knowledgement.I have tried several times calling them to solve this matter, and I never have recieved a call back from them. All I need is a resolution to get my money back. I've called the Enterprise complaints phone numbers as well, but up until now I have not received nothing from either party. If I could please get a refund back.

      Business Response

      Date: 06/06/2025

      Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and processed a refund to resolve.

      Customer Answer

      Date: 06/11/2025

      06/11/25

      Dear BBB,

      I will not be needing your assistance on this matter. ENTERPRISE finally reached out to me and apologized for their errors to this matter. ENTERPRISE went head and refund me back my money that was withdrawn from my bank account without my consent. I was able to get my full refund back after I had already sent out the complaint to BBB, one day prior on the 6th of June 2025. The following day on June the 7th, I received a message that my refund was back in my account and their apologies. I am a very satisfied customer and ********************** will continue to rent cars in the future with them for as long as they do right by me... Thank you so much for reaching out to me. I am so glad I can go through BBB if I do not get my problem solved. Once again, Thank you. **** *******

       

    • Initial Complaint

      Date:06/04/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Enterprise is attempting to defraud me to pay for damages that was previously on a vehicle they rented to me, They have filed a claim on my policy when thats how they gave me the vehicle, I will not accept liability and willl make sure I fight this 100% that is by any means necessary , I returned the vehicle on April 25 at 4:47 pm, they reported the accident as April 24th !!! How??? Everything about this claim is a lie! I believe a previous renter damaged the vehicle and they did not fix it so now they want to have my policy fix their problems I will not accept it

      Business Response

      Date: 06/07/2025

      June 6, 2025

       

      BBB


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

      Enterprise File No. 22445185


      To Whom it May Concern: 


      Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by Mr. ********* Mr. ******** rented a 2025 ******* ****** bearing Florida registration RFUJ97 from Enterprise ******************************** dba Enterprise Rent-A-Car in *****, ******** 


      At the time the renter took possession of the 2025 ******* ******, the vehicle was determined to be rented to the front bumper and passenger fender. This was confirmed by the renter initialing on electronic tablet at the time of check out. Upon return, a claim was written for a scrape to the passenger fender, erroneously citing it as new damage.


      Upon reviewing the concerns presented by Mr. ********* our office closed our file on June 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:06/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On the morning of June 2, 2025, I contacted Enterprise Rent-A-Car at *************************************** at 8:00am to inform them that the rental vehicle I was using had been towed. I was told they will send somebody to release the vehicle from the towing yard and that it would be no later than 2:00 PM and they would also let me know how much it was to achieve it. I never received a call or email.I called customer service again later in the day, and they said they marked my case as urgent and sent an escalation email. Still, I have not received any response. Since then, I have made multiple attempts to contact the rental location directly. Several times, I clearly heard the phone being picked up and then immediately hung up. (I will attach screenshots of the amount of times I called them) After that, they stopped answering altogether. Ive been trying to do the right thing and work with them to resolve this, but Im getting increasingly frustrated and ignored. Meanwhile, the rental vehicle is still sitting at the tow yard and is at risk of accumulating storage fees that I should not be responsible for. This delay is entirely due to Enterprises inaction and failure to communicate.I am requesting that Enterprise:1. Retrieve the vehicle from the tow yard immediately.2. Provide written confirmation that I will not be held financially responsible for any storage or towing fees that result from their delay.

      Customer Answer

      Date: 06/04/2025

      Im saying I should be reimbursed for my Payment for the towing because they did not pick it up right away so therefore it Made the pay go up more. I should at least be refunded like a partial amount.

      Business Response

      Date: 06/09/2025

      Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and shared the customer will only be responsible for the cost of the tow. There will be no additional charge for storage. The customer appreciated the update.

    • Initial Complaint

      Date:06/03/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked an Enterprise rent a car through ************ for *************, ** on October 23rd, 2024. The location did not have any cars available at all that they could rent me despite taking my money from ************. At the time I requested to speak to the district manager, who never returned any of my calls. I was never given a refund and to this day am owed $119.77 from the location. Chase **** ID ********* Car confirmation number: 1783706160COUNT

      Customer Answer

      Date: 06/04/2025

      This complaint is no longer necessary, I was able to get it taken care of through direct contact. 

    • Initial Complaint

      Date:06/03/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Location: ********************************************************************** I made reservation for a flight, a rental car and a hotel. I called several times to confirm the reservation. I wanted to get a better fair and this is why I showed this location. I pulled out my debit card and was told they don&#**;t take debit cards. The *** said their policy says they don&#**;t take out of state. He said they will have to charge me $600.00. So I am stranded at this Enterprise. I told him I was going to call corporate. Then they drove me to the next rental, I think they are doing the I would like to get a refund and make it clear to the consumer that a person can only credit cards.

      Business Response

      Date: 06/05/2025

      Thank you for the opportunity to respond. Here is the response from our local management team; ************** reserved the rental vehicle our branch did speak to him on 5/6/25 and confirmed the reservation. At that time, he stated he was going to provide a credit card. When he arrived, he provided a debit card. He did not qualify due to the change in the method of payment.
      As per our website, we outline how to qualify with a Debit card. They are accepted at time of rental, if the address must be within 50 miles of the renting branch OR the renters drivers license is from the same state where the rental branch is located. Since this renter had an out of state drivers license and out of state debit card, he did not qualify for debit card use. I have attached a screenshot below.
      We welcome Mr. ***** to rent in the future; however we do not intend to take any further action. Thank you.

    • Initial Complaint

      Date:06/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On March 28th, I went to the Enterprise (0114) located on ************************************* to pick up the rental that I reserved for myself and my sister's weekend trip. My sister works at a company that offered her a discount and since she was going with me, I didn't think it was an issue to use the discount but put the vehicle on my credit card. I was wrong. The assistant manager, explained to me that the rental would need to be in my sister's name, and she would need to show proof of employment (i.e. a work id). The assistant manager said the rental could be switched over to my sister's name. I called my sister and explained the situation. Full disclosure: the assistant manager heard my sister say that location always mess with us. After, I hung up with my sister, the assistant manager said those are the rules in *****. I said ok and sat down. My sister came to the rental location with her company ID. Unfortunately, an overzealous manager, NOT the assistant manager claimed we were committing "fraud" and would not rent us a vehicle. We tried to explain to the manager that we were not committing "fraud", BUT he did not want to listen to our explanation. To save our trip, I went to the ************ located on ***************************************** (Rental Agreement # *********) to rent a vehicle. Fastforward, to this month, I am attempting to rent a vehicle at the same Alamo Rental but the website states "We have encountered a problem associated with your account." I tried calling the phone number listed *************) to get this resolved but no one has returned my call. I understand employees have bad days, but shouldn't the company (upper management) get both sides of the story before banning a customer and making a customer feel like a criminal. There should be checks and balances in place to prevent managers from flagging a customer as committing "fraud" or at the very least there should be an investigation.Sincerely,NOT a Fruad

      Business Response

      Date: 06/10/2025

      Thank you for the opportunity to respond. Management spoke with the customer and reinstated the customers rental privileges.

      Customer Answer

      Date: 06/11/2025

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:06/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My name is ********, and I need someone to call me immediately regarding a false damage claim filed under Rental #*******.I was contacted this morning by the Damage Recovery Unit regarding a claim that is both inaccurate and ************ no time during the return process was I informed of any new damage. In fact, any damages noted were identified during the initial walkthrough before I even left the lot. I was reassured at that time that the vehicles condition had already been documented and, since I had the damage waiver, I would not be held liable.When I returned the vehicle, I received the receipt about two miles down the road and noticed the damage waiver listed on the ticket. I immediately called to request a refund, as I had not intended to purchase the waiver and had returned the vehicle without issue. I was met with resistance and told the branch manager was unavailablejust as I was told again today.I followed up daily and was eventually informed that it was too late because the waiver had been signed off on. At no point was there any meaningful discussion or escalation of my concern. This is not how these matters have been handled in the **********, while speaking with the specialist, it became clear that the real issue is that someone is attempting to file a claim under my account using my damage waiver to cover pre-existing damagedamage that was acknowledged before I left the lot.Additionally, during the recorded call, it was made clear that this isnt the first time something like this has happened, and that someone at the branch may be attempting to cover their tracks.I am requesting a call today to resolve:The misuse of my damage waiverThe false attribution of pre-existing damage to my rentalAnd how your team will prevent further bad-faith claimsI do not want to escalate this further but will if necessary.Thank you,******** ******

      Business Response

      Date: 06/07/2025

      June 6, 2025

       

      BBB


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

      Enterprise File No. 22483208


      To Whom it May Concern: 


      Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by Mr. ******* Mr. ****** rented a 2024 ******* Tucson bearing *********** registration ADK799 from *****************, dba Enterprise Rent-A-Car in ***********, ********** 


      At the time the renter took possession of the 2024 ******* Tucson, Mr. ****** accepted Damage Waiver, which relieves him of any responsibility for damage to the rental vehicle. Upon return, the trunk mat was missing, and a claim was created. Damage to the passenger doors was also listed on the claim but has since been confirmed to not have been caused by Mr. ******* Standard procedure at the local branch involves conducting a pre- and post-rental vehicle inspection with each customer. We have reviewed Mr. ******* feedback, and it is appreciated. In any case, Mr. ****** is not responsible for the damage to the vehicle; therefore, our claim has been closed, and no further action is required on his part. 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:06/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I rented a vehicle on 5/30/2025 and returned the vehicle overnight on 6/1/2025 as I always do at my local branch. I noticed the vehicle was bot checked in and I not provided a receipt as I usually do. I called and spoke with ***** on 6/2/2025 to question what was going on. She asked how was the service at that time and stated the receipt was pended because I did not return the car in person. I explained I have to work during that time and that is why the key drop off is convenient. At the end of the business day I still did not receive a receipt and called customer service to inquire. I was told a Manager would reach out and I followed up with a text after. I called on 6/3/2025 and was bot able to reach anyone. This has never happened with Enterprise and the location is not doing well or is not efficient since the recent change in staff.

      Customer Answer

      Date: 06/03/2025

      Please cancel. I was able to resolve this matter.

    • Initial Complaint

      Date:06/02/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Rental Agreement ********* / ***** I am urgently requesting your assistance. I rented a 15-passenger van on Thursday, May 22nd from Enterprise at the ***************** location to transport my family to our home in ******, *******. We have a total of 10 passengers and 2 dogs, and my wife is currently undergoing active medical treatmentwhich makes reliable transportation all the more important, as she experiences frequent nausea.Last Wednesday/Thursday, the vans air conditioning failed and began blowing only warm air. I immediately contacted roadside support and was advised to exchange the vehicle at the **************. However, when I arrived, I was toldrather dismissivelythat there were no available vehicles, especially not a van.Since then, I have called numerous timesreaching out to customer service, the VIP help desk, and roadside assistance. Each time, I was told the issue would be escalated to an area manager. On Friday morning, I received a voicemail from the Nashville airport location manager but unfortunately missed the call. I finally reached someone later that day, and they confirmed it would be escalated to a Florida area manager, with a promised follow-up by Friday evening or Saturday. As of this morning, I have yet to receive any update.I have reached out and I have no responses. I am pleading for someone to help me. It is unacceptable that Ive had to spend this much time chasing down assistance. I plan to begin the drive back to ********* this coming Thursday morning, and I need a resolution before then.Please email me or call me as soon as possible at ************.Thank you in advance for your help.Sincerely,*** ***** c: ************ e: ***************** e: ************************

      Business Response

      Date: 06/03/2025

      Thank you for the opportunity to respond. Management resolved the matter directly with the customer. 

    • Initial Complaint

      Date:06/02/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had rented a car at Enterprise Rent-A-Car through a third party website for a one way rental due to my flight being rerouted to ******************************* in **************. When I arrived the the rental car area and spoke with the desk agent everything was fine at first, they had my reservation, they had cars in stock for one way rentals, and all my information was int eh system ready to go. However, the desk agent informed me they had given away all their rentals to customers who did not have a reservation leaving multiple people, including myself, stranded at that airport due to Enterprise not honoring our reservations which should have been held for us and not given to people who did not reserve a car. I had explained to the agent that I should have a car due to me taking the time and due diligence to have a reservation but all he did was give me a half assed apology and told me to speak with the manager. When I did speak to the manager I had asked her why they gave cars to people without reservations she blew me off and didn't give me an explanation. I then asked what enterprise's policy is on priority for customers with rental reservations and she told me she couldn't comment on her company's policies or rules because she did not know them. So not only did the Enterprise at *********************** not honor rental reservations, they blew off all the stranded customers, the manager doesn't know **********************'s rule or policies, and non of the agents were willing to take responsibility for s******* multiple customers over that night. I had filed a formal complaint over the phone to Enterprise headquarters in April 2025, but I did not receive anything back from them nor did i get a formal apology in writing from the company for what their branch did to me.

      Customer Answer

      Date: 06/03/2025

      The rental reservation was made through *********** but the partner reservation number should be in those screenshots. Also they were able to see my reservation that was made through *********** so they should be able to look up my previous reservation in their system from March 31.

      Business Response

      Date: 06/06/2025

      Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and resolved the matter.

      Customer Answer

      Date: 06/07/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The woman I spoke with had no knowledge of the incident or why she was asked to call me but I told her what had happened with ********* Enterprise and she was very professional and apologized for what happened that day. I am satisfied with Enterprises response and sincerity on the issue/
       
      Sincerely,

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

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