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

4,309 total complaints in the last 3 years.
1,661 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:04/13/2025
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.
In July 2024, I was involved in a minor accident while returning a rental car. The accident occurred in the parking lot of the rental car facility. I was made to pay a ****** deductible for my insurance, even though the person that bumped me in the parking lot provided her insurance information. I have reached out to the local office, corporate and repairs as I have not been provided an estimate for the repairs, I have not received any notice of a claim from my insurance company or any communication of any kind since I paid the ******. I would like to request a refund due to business practices that have been less than credible. I would like to be provided with documentation of the damage and repair
Business Response
Date: 04/15/2025
April 14, 2025
BBB
RE: Case# ******** **** *****
Enterprise File No. 21248895
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 ********* Ms. ***** rented a 2023 Kia ** bearing Florida registration AL89ID from Enterprise ************************ dba Enterprise Rent-A-Car in ********** *******. On July 1, 2024, Ms. ***** was involved in an accident and a claim was created. The local branch charged $500.00 toward the damage claim.
Per the rental contract executed by Ms. ****** she is responsible for all vehicle damage which occurs during her rental period. ****************** intended to first pursue the at-fault party for the damages. On October 31, 2024, our file was closed as the matter was classified as a minor repair, and the $500.00 charged at the time of return was refunded to ********* credit card.
Should you require any additional information, please do not hesitate to contact our office.
Sincerely,
******* ******* Analyst
Damage Recovery Unit
Customer Answer
Date: 04/19/2025
Complaint: 23197531

I have reviewed the business' response and am rejecting it because: I request to have a confirmation of the credit back, as my cc statement does not show a credit of ****** between 10/24 and 12/24.

Sincerely,

**** *****
Customer Answer
Date: 04/19/2025
I hereby rescind my previous rejection and I accept the businesses response
Initial Complaint
Date:04/11/2025
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.
Today I received a letter in the mail from Enterprise stating that I owe them ******** for damages to a car I turned in a month ago. The damages were not on the car when dropped it off. The deposit was applied back to my credit card. I never received any correspondence stating I damaged the car. The pictures taken are at the collision center not the location that I dropped the car off. Did. Enterprise worker damage the car? I didnt.
Customer Answer
Date: 04/16/2025
Rental agreement 7D4LLK
Business Response
Date: 04/28/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:04/09/2025
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 January 10th, 2025 I spoke to ****** in the *********************** who spoke to his supervisor and calculated i was overcharged $867.44 for insurance coverage i didn't need with them. We have tried resolving this issue with **************** and with the Gainesville rental office, the manager **** keeps avoiding us. They charged me for Insurance when I have prove that we had car insurance with ***** complete coverage. They admit to owing me $867.44. for insurance coveragei i had with *****. They had the audacity to tell my caregiver that this was a lot of money to refund. Well yeah, it's a lot of funds you stole from us cause you refuse to refund us. They are taking advantage of an ill person that had just been released from the hospital. Preditorial much? We are 2 disabled ladies on a fixed income. And I had coverage with ***** since 1996. I was charged nearly $2,700 for not even a month. On 3/11/2025 I got a call from Mr ****** from the **************** who told me that this matter would have to be handled by the district manager, *********. I am still waiting for her call or my refund. I hope someone can truly help me because I feel robbed and helpless. I never got a contract. ****** gave me the rental contract number 5z0bcd.
Business Response
Date: 04/11/2025
Thank you for the opportunity to respond. Management has reached to the customer but were unsuccessful in reaching the customer. An email has been sent as they intend to speak with the customer directly.
Business Response
Date: 04/21/2025
Thank you for the opportunity to respond. Management has researched the complaint. At the time of pickup, the customer signed to accept the Optional Protection Products (Collision Damage Waiver and Roadside Assistance) offered. During this rental period, the customer accepted a quoted extension with our Central Reservations Team via phone. Management reached out to the customer once a later payment was not completed. Management could not leave a message as the voicemail box was full. On 10/24/24, the customer called in requesting that a weekly rate be applied to the rental agreement. Management honored a weekly rate of $300/week before tax, offering a savings of $128.93/week and a total savings of $515.70 from 10/02/24-11/04/24.
After a thorough review of this complaint, management determined there has been no indication of unethical sales practice within this rental agreement. There will be no further action taken at this time.
Initial Complaint
Date:04/09/2025
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 want to file complaint about the manager in location :************************************* Name : ****** He gave me wrong information and he said you can keep the car when the car was ready to turn in and when I turn it in they said nothing left on the account to pay . I'm good to go. So you should go back to him or make him pay it. This is not the customer fault.I request to escalate this matter to the higher . This is should not be on the customer at all . No one responded
Business Response
Date: 04/23/2025
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.
Initial Complaint
Date:04/09/2025
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 have a vehicle under repair, the local dealership rented me a car from Enterprise Rent A Car at ****************************************************************************. We had the car for a week and returned it. At the time of rental, we noted any scratches or dents to the agent, She acted as if she was noting these. When we returned the car, no issue with drop off and we parted ways. Hours later they called trying to claim damages, now we have a very odd email from "Damage Recovery Unit" asking for our insurance information. This location is pretty clearly running a small scam ring where they prey upon people for money and insurance claims. This is a well known practice by Enterprise in other states.I am uploading the receipt at the conclusion of the transaction that clears us from any damage.Then the second file is the very strange email from the "Damage Recovery Unit" that has Enterprise at the top but the email and everything else is bogus.
Business Response
Date: 04/22/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
Initial Complaint
Date:04/09/2025
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.
Rented car when returned said I had no contact I did 7SVLD7. 4/6. To 4/7 they took car at ********* FL got no receipt and deposit not returned. Call 5 times said it was still open.
Business Response
Date: 04/15/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, closed the contract, and released the deposit back to the method of payment on file.
Initial Complaint
Date:04/09/2025
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 am writing to formally express my dissatisfaction with the service I received from ********* Mayor Customer solutions manager **************. ********* Mayor was assigned to handle a recent complaint about an accounting issue that caused me to be placed on the no rent list. On 04/04/2025 @ 2:57 p.m. I received a call from ********* Mayor to discuss the situation, ********* Mayor advised that he needed approval from the ** to clear this problem and would call me back. Several hours passed and I was forced to call back myself. When ********* Mayor picked up the phone he was very short and rude and advised that at that moment he was driving and couldnt help at that moment and once again ended the call with him stating he would call me back. I have now waited 5 days with no response from ********* Mayor. On Tuesday 04/08/2025 I texted ********* Mayor requesting a call back an update with no response. On Wednesday 04/09/2025 I called ********* Mayor to be sent to his voicemail, I left another detailed message in hopes of being contacted, again no response. I am very disappointed in the treat I have received by ********* Mayor from Customer solutions, being told anything just to get a customer off the phone without following through with the process that ********* Mayor put in place is disheartening. I have been a long standing customer with ******************** via personal use as well as business use and this is behavior is unacceptable.This experience is extremely disappointing and has caused a hardship. I expected better service based on Enterprise's reputation and commitment to the customers.I would appreciate it if you could address this matter and remove my name from the no rent list like ********* Mayor advised in our conversation on Friday 04/04/2025 @ 2:57 p.m.Thank you for your attention to this issue. I look forward to your prompt response.Sincerely,Djavan Cleveland
Business Response
Date: 04/23/2025
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: 04/24/2025
Better Business Bureau:

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

Sincerely,

Djavan Cleveland
Initial Complaint
Date:04/09/2025
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 23, 2025, my partner ***** ******* (Enterprise Plus #: 45TTQJV) rented a vehicle at the ************* location. The car was towed shortly after. We attempted to retrieve the vehicle ourselves but were told by Enterprise that we were not allowed to. At the airport location, one employee told us we could get a notarized letter, but another later contradicted that and refused. This conflicting information forced us to let Enterprise handle the recovery.We were then charged $1,011.46 for towing/storage with no advance notice or opportunity to pay ourselves. We were charged again $94.89 on March 26 with no explanation, and $14.52 on April 2, possibly for tolls again, without communication.We emailed customer service and executive leadership multiple times and received no response. We acted in good faith and followed instructions but were misled and ***************** disputed amount: $1,276.87
Business Response
Date: 04/15/2025
Thank you for the opportunity to resolve. Management spoke with the customer, provided a breakdown of the tow fees, and offered to waive a partial amount to resolve.
Customer Answer
Date: 04/15/2025
Better Business Bureau:

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

Sincerely,

**** ************
Initial Complaint
Date:04/09/2025
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 received a moving violation from a camera while driving an Enterprise rental vehicle. I tried to contest it in court, but Enterprise said they had to pay the ticket and I could contest it after the fact. The court would not let me contest the ticket after it has been paid. I spoke to customer service with ********************** 3 times and they kept telling me I'd still be able to take my case to court, and no one could tell me where in my rental agreement I signed off on this. One customer service agent even said I could try and make my case with Enterprise and they could decide whether I was right or wrong. On top of not giving me the chance to contest the moving violation, they added a fee of 25% the cost of the violation for me to pay, and automatically charged my card on file.I think it's absolutely absurd that they are infringing on my rights by not allowing me to contest this ticket in court. I also believe it is insane that the customer service agents have given me conflicting statements, and even insinuated that they could make the decision whether I was guilty or not. The only body that has that power is the agency that issued me the ticket. I believe this policy to be predatory as Enterprise still has not specified where in my rental agreement I signed up on this, and charging a fee of 25% the cost of the ticket just adds insult to injury.
Customer Answer
Date: 04/09/2025
Rental Agreement #: 7DL8XF
Business Response
Date: 04/11/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Initial Complaint
Date:04/08/2025
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 January 23, 2025, I rented a car from Enterprise ***************. Before I returned the car I lost my Credit Card. I proceeded to notify Enterprise customer service that I wanted to extend the rental but the bank was closed. The customer service **** asked me when did I need to extend to and I told them the date. They said just bring the car back and pay when you arrive. I asked specifically how much it will be and I was told it would be $199 in addition to what was already paid. I agreed to that. The next day I received a call from a Employee of Enterprise ***************. He read off everything that was discussed with the **************** **** on the phone and he said no problem. When I returned the car to the airport. The person said $236.10. That is not what I was quoted at all. I even brought the car back early in the morning so it should have been cheaper than $199.30 that was agree upon. I am willing to settle this matter. I never had any issues with Enterprise until this. I called **************** and they said someone would get back to me but to this minute I have not received any contacts. I have called Enterprise **************** 3 times and each time I get an answer that someone will contact you shortly but nothing ever happens.
Business Response
Date: 04/15/2025
Thank you for the opportunity to respond. Management has attempted to contact the customer and left a voicemail as they intent to speak with the customer directly.

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