Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

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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

4,307 total complaints in the last 3 years.
1,662 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:04/18/2025
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.
Im trying to pay for a ticket and the website says its paid its not paid its being sent to Collections and when I go to pay it they tell me no or I cant pay it my claim number is 758ZJY all I want to do is pay my $125 ticket Ive been dealing with this since February
Business Response
Date: 05/05/2025
Thank you for the opportunity to respond. To ensure penalties are not added, or a hold placed on the registration of the vehicle,Enterprise pays the issuing agency for the citation. The issuing agencys platform will reflect that the citation has been paid as Enterprise rebills the customer. The credit or debit card on file for the rental agreement is then directly charged by Enterprise. If the customer would like to use another method of payment, please call **************. If the customer would prefer to pay for a violation by mail, this payment can be mailed to the following address:
Enterprise Rent-A-Car Citations
PO Box 4033289
**********************
Initial Complaint
Date:04/18/2025
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.
On [insert date], I called Enterprise at ************************************************************** 3:30 PM to reserve a vehicle. During the call, I was assured that the car would be held for me and that all I needed was a valid debit card for the required deposit upon arrival. At no point during the reservation process was I advised of any additional documentation requirements beyond a state-issued ID and payment method.When I arrived at the rental location, I waited approximately 30 minutes before being helped. Once I was finally attended to, I was informed that my state-issued ID was not sufficient and was asked to provide multiple additional forms of verificationincluding a paystub with my address and proof of insurance also listing my address. None of these requirements were disclosed to me at the time of booking.When I questioned the lack of communication, the manager told me they did not have time to contact me to explain the additional requirements, despite there being more than an hour and a half between my reservation and arrival. The manager then stated that they were closing and there was nothing more he could do to assist **** was left feeling not only frustrated and misled but also discriminated against. I am a person of color, and the manner in which I was treated felt prejudiced and dismissive. I truly believe I was subjected to unfair and unequal treatment based on my appearance.This experience was deeply upsetting and completely unacceptable. The lack of professionalism, transparency, and empathy displayed by Enterprise staff is indicative of poor customer service and questionable business ethics.I am requesting that this matter be looked into by the BBB and that Enterprise be held accountable for their discriminatory and deceptive practices. No customer should have to go through such an experience, especially after following the guidance they were initially provided.Sincerely,****** ****** ************
Business Response
Date: 04/30/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and resolved the matter.
Initial Complaint
Date:04/18/2025
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.
I had 2 vehicles replaced from enterprise due to faulty tires. The 2nd replacement that I received asides from the faulty tire, there was a small crack on the windshield that could be very easily missed. When I first got this vehicle, I did not notice it, and the rental car company did not offer to do a walk through to examine the damages of the vehicle. The next day, as I was driving the vehicle, I did notice that there was a very small crack on the drivers side of the vehicle windshield. I also of course noticed that there was a nail on one of the tires. I called roadside assistance flustered, and not thinking and recollecting how the crack was already there, I stated on the roadside assistance line that I assumed a rock hit the windshield. After the call and reflecting the time that I had the vehicle for that one day, I did not remember ever having a rock hit the windshield while driving. Now that I returned the vehicle, they want to charge me for the damage of the windshield. I disagree because I am more than confident to assume that the small crack was already there, and it was enterprises fault for not setting up a walkthrough to make sure that there was no damage on the van to begin with. They said that they want to charge me 450 dollars for the windshield.
Business Response
Date: 04/30/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and resolved the matter.
Initial Complaint
Date:04/18/2025
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.
Im filing a complaint regarding the Enterprise Rent-A-Car location in ********, **, for poor communication and mishandling of my personal belongings left in a rental vehicle after an accident.On 03/25/25, I called to ask about retrieving my items from the vehicle, which had been towed. I was told to call back another day to coordinate with an employee. On 03/27/25, I followed up but was told by an employee he wasnt aware of the situation and would call me back. He never did.On 04/04/25, I called again and was transferred to the manager, who also said he didnt know about it and that the vehicle was now back in the tow yard. I explained that I urgently needed my belongings for work and was promised a follow-up. No one contacted me.On 04/17/25, I called again and spoke with an employee named **** (ID: *******. He was aware of my case but said hed need to contact the auction department.Ive made several calls and received little to no help. The items left in the car were both expensive and personal. Due to Enterprises lack of follow-up and internal communication, I am now at risk of losing them permanently.I am requesting that Enterprise either help me recover my belongings immediately or reimburse me for the value of the items. This situation has caused unnecessary stress and inconvenience, and I believe it should be addressed.
Customer Answer
Date: 04/18/2025
Rental agreement #******
Business Response
Date: 05/01/2025
Thank you for the opportunity to respond. Management has reached to the customer but left several messages as they have been unsuccessful in reaching the customer.They sent an email as they intend to speak with the customer directly.
Customer Answer
Date: 05/12/2025
To date, I have not been contacted by anyone from Enterprise regarding this matter. My personal belongings, which were left in the rental vehicle, were never returned, and I have received no form of compensation or resolution for their loss. I find it highly unprofessional for a company of this size to mishandle customer property and make no apparent effort to rectify the situation. It seems clear that there is no intention to resolve this issue. I respectfully request that this complaint be made visible on your platform to help prevent others from experiencing a similar situation with this Enterprise location.
Business Response
Date: 05/19/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Business Response
Date: 05/20/2025
Thank you for the opportunity to respond. Management has contacted the customer via email and provided the necessary information to create a claim for the missing belongings.
Initial Complaint
Date:04/17/2025
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 April 13, I was scheduled to pick up my rental car at *************. When I arrived at the counter, I was advised that my rental SUV was not available. The *** was not very professional or empathetic. The *** told me that they called me to let me know the car was not available. I never received a call or text. Also, they indicated that they called a number in my reservation, my correct number was on the reservation and confirmation number. Needless to say, I never received a call or a text. They offered me to take a smaller SUV and come back at 3. While driving the following lights came on - left turn signal light out, parking light out and brake light out. As I was pulling into the area to return the original and pick up the new **** I was on the phone with Enterprise customer service and in fact they heard the tone and rudeness of the manager. He offered me an XL **** which I stated was too big, then he offered me the Chevrolet Trailblazer with low mileage. I was satisfied with the **** until our ride home from our trip. On Wednesday, April 16, I was driving on 95 South and the car would not accelerate and started making a loud noise and the engine light came on, luckily a gas station was at the next exit. I exited and pulled into the gas station parking lot, but luckily saw a fairly safe hotel, so I pulled into the hotel parking lot to call Enterprise Roadside Assistance. When I initially spoke to someone, she asked if I could reset the engine light, I advised her that I would not and I requested that Enterprise would need to send a tow and pick us up. After about seven calls to Roadside, calls from the tow truck and 1:45 hours, the tow truck finally arrived and an **** to take us home.I still have not heard from Enterprise!I typically use Enterprise, but this time was unusual! The tow truck driver, **** driver and hotel provided excellent customer service!!
Business Response
Date: 04/28/2025
Thank you for the opportunity to respond. Management spoke with the customer, processed a refund, and offered compensation to resolve.
Customer Answer
Date: 06/20/2025
A corporate representative (*****) did reach out to me, she was very pleasant & helpful and made a satisfactory resolution.
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.
Consumer Complaint Enterprise Rent-A-Car Location: ********************************* In early August 2024, my personal vehicle was being repaired after sustaining damage at a local car wash. During this time, I was provided a rental vehicle through Enterprise Rent-A-Car at the *****, ** location. I was picked up by Enterprise at ************************* in *******, **, and per their instruction, I returned the vehicle to the same shop on August 16, 2024.On August 19, 2024, I received a call from **** ******, the branch manager, claiming the vehicle had been returned with damage. I was surprised by this delayed notification, as I had not been involved in any incidents. Mr. ****** sent two photos of the front bumper and stated a piece of the grille was missing. I requested photos of the vehicle at pickup, as the damage appeared pre-existing. He said he would review security footage and provide further documentation, but he never followed up.Nearly three months later, I was informed by my insurance provider that a claim had been filed by Enterprise. I disputed it, and after investigation, my insurer found me not at fault. Despite this, Enterprise pursued a demand through my comprehensive coverage, and a payment was made solely due to my status as renternot ************ March 2025, I was contacted again by Enterprise and told I owed a $650 deductible. I disputed this and spoke with ***** *******, an area manager. He falsely claimed photos existed showing no prior damage, but referenced the same email **** sentwhich clearly displays the grille damage in question. My request to speak with Micahs supervisor was ignored. Instead, I received more harassing calls from Enterprises Damage Recovery Unit.I am requesting Enterprise cease all collection attempts and harassment immediately, and I wish to speak with senior leadership to resolve this matter. Continued pursuit will result in legal action.
Business Response
Date: 05/01/2025
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
Complaint: 23219290

I have reviewed the businesss response and respectfully reject it. I have not received any communication from the business regarding this complaint and will continue to wait for an appropriate response. Furthermore, I stand by my original request that all collection efforts, actions, and any form of harassment toward me be ceased immediately.

Sincerely,
**** *********

Business Response
Date: 05/14/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 05/18/2025
Complaint: ********

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

May 18, 2025

To Whom It May Concern,

RE: BBB Case# ******** **** *********
Enterprise File No. 21447372

Thank you for your response. However, I must again reiterate and clarify my position regarding this matter.

The local Enterprise branch did not provide any photographs to me showing that, at the time of rental, the vehicle was free of damage, nor have they provided any such photographs since. As Ive already stated, I recall the vehicle looked the same upon return as it did when I rented it. The burden of proof remains on Enterprise to demonstrate that the damage was not pre-existing, which they have failed to do. Any claim that photos were shared with me is inaccurate.

Further, the so-called confirmation via electronic tablet does not replace proper photographic documentation. An electronic signature acknowledging receipt of a vehicle does not absolve Enterprise of its responsibility to document a vehicles condition before and after rental. It is unreasonable to expect a renter to know the precise body lines and contours of every make and model vehicle on the market, especially without guidance or documentation from the rental company. Without time-stamped, pre-rental photographs provided at the time of checkout, there is no verifiable evidence to support Enterprises claim that the damage occurred during my rental period.

Additionally, I was not contacted promptly regarding this alleged damage. The first I heard of this matter was days after the vehicle was returned, and follow-up communication was not given. This delay is both unreasonable and unprofessional. Moreover, given the significant delay in notifying me of the alleged damage, can Enterprise confirm that the if the vehicle was not damaged prior to my rental that the vehicle was not damaged during that interim period while it was in the possession or control of others? That window of time also presents a clear opportunity for the damage to have occurred outside of my rental responsibility.

I reaffirm that I will not accept financial responsibility for damage I did not cause and for which Enterprise has failed to produce compelling evidence. Furthermore, I strongly urge all parties involved to cease all attempts to collect this disputed amount. If this matter is not resolved fairly and closed without further demand, I will be forced to explore all available legal remedies against Enterprise and its representatives, both collectively and individually.

Sincerely,
**** *********

Sincerely,

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

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