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

4,311 total complaints in the last 3 years.
1,668 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:12/06/2022
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 rented a car because a person t=ran a red light and hit me. My insurance got things started so I could get to work. My insurance would cover $40 a day. Her insurance accepted responsibility but would only cover $27 a day. I later found out that they classify a Chevy Malibu as a full-sized car, but my insurance, the car repair place, and the web all say it is mid-size car. I was never told that the rental was not being fully covered or given a chance to down grade the car. I did not even have any options for cars because they did not have anything for 1 week. It is crazy that in situations like this they can just charge me without telling me. I can see them charging if you damage the car, leave the car on empty, or make a mess of it but not in situations like this. Their classifications should match the auto industries classification so things like this do not happenn
Business Response
Date: 12/09/2022
To whom it may concern:
Our Area Manager ****** ******* reached out and spoke with customer who was more upset about being charged out of pocket for an insurance rental. ****** is now working with our insurance replacement department and the insurance company in hopes to have them pay for the difference since it was not the customers fault.
Customer Answer
Date: 12/12/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *********
Initial Complaint
Date:12/06/2022
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.
Hello ,On December 5, 2022, I recieve the most disloyal service from enterprise representative where the young man reserved me a vehicle at the enterprise rental in ****** ** for pick at 10am..When I called the location to recieve the vehicle the vehicle was not there.I was very displeased to be lead on and also strained in the middle of no where due me being misled.This was poor service and not only that I was conversated for anything
Business Response
Date: 12/29/2022
Thank you for the opportunity to respond. Management spoke with the customer, and they confirmed that the complaint was resolved by getting them in a car the following day.
Customer Answer
Date: 12/30/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:12/05/2022
Type:Service or Repair Issues
Status:
UnresolvedMore 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 originally rented a car at East hartfordCT location through my insurance ******* ****** white corolla on 11/16/2022 that broke down on 11/21/2022 while I was with my 1yr&13yr old & they missed school. I then got told to wait 4hrs for a tow truck with my 2 children after they told me contact ****. I took **** to airport rd ******** ct location &got a Kia soul swapped out. The Kia soul was hit while parked on 12/1 which means I did not have rental 12/2&12/3&12/4I also called multiple times& provided Corona auto parts where car was towed/claim #/police report # as well & was told get a car 730am 12/5 from west Hartford. after taking **** was told I could not get a rental because east ******** is still open. Instead of the csr calling he told me call or go there. I have no transportation& 3 kids.After waiting on hold with the East ******** Ct Enterprise for over 1 hr the mgr rudely got on phone told me I didnt report accident as I was supposed to w/o verifying. I called 12/1/22 when accident occurred and recorded for proof meanwhile the other driver is threatening to shoot us & I still called enterprise. I called again Sat am & was told everything was fine and it would be reported to the regional manager and I can pick up a new rental on 12/5/22. The manager at EH CT insinuated I was lying about contacting them& snapped on me& told me if I want to rent another car from them I have to pay a $500 deductible although the person who hit rental that was parked at my home address on file has insurance. He said they would handle that but no way I would get rental w/o paying them $500. He had no remorse/respect.This treatment isnt right. As a black woman we are not all rude. I was kind respectful honest&courteous&that is not enough. I also filled up corolla before breakdown& filled up Kia soul before it got hit&was told I would not be reimbursed nor would it be applied to my rental fees even though I also prepaid for gas w/rental. To date no one from regional contact with me.
Business Response
Date: 12/15/2022
Thank you for the opportunity to respond. Here is the response from our area management team:
"Hello,
According to our notes we were notified of the accident on 12/5. It was determined that our vehicle has over $10K in damage from this loss. On 12/12/22 we informed Ms. ********* that we would need to confirm insurance coverage and secure a deductible before she rented another vehicle because any loss to that rental vehicle is her financial responsibility. We also informed Ms. ********* that we are working with ******** Police to obtain the police report. As of 12/12/2022 the accident report is not available. If and when we obtain a police report we will review to determine the at fault party and their ability to cover the loss. If another party is determined to be at fault but cannot pay for the loss then Ms. ********* will be responsible for the cost of repair. As soon as we obtain the police report we will be in contact with Ms. ********* to resolve this matter.

At Enterprise, we strive to completely satisfy all of our customers by providing excellent customer service. We trust that this resolves the above referenced complaint and demonstrates Enterprise’s commitment to both proper business practices and excellent customer service. If you require any additional information, please contact me at *************

Thanks,
**** ********
Customer Answer
Date: 12/16/2022
Complaint: ********

I am rejecting this response because:
Enterprise is now providing character defamation by lying publicly on me. I reported the accident as soon as it happened and left a message for someone to call me at the local office nd advise how to proceed. I also called again om 12/2/2022. I also requested several times that Enterprise send me the report of all my contact and provided the claims number when it happened. I called their customer service when the local office was closed. Then local office again on 12/5/2022 only to be insulted. I swapped the car from and called the original office I got my 1st rental from om 12/5/2022.

i was also advised by my insurance company to provide the claim number and tbat there is no deductible since the other car is insured i also have email correspondence with the regional manager as a result of these lies. This is not fair that a company will publicly call someone a liar to benefit themselves and insulted me as a black woman on 12/5/2022 and as a person all becauee they thought i was lying. All their calls are recorded and i have additional evidence to back my claims but it contains personal information however I can email it directly for proof.

Sincerely,

****** *********
Customer Answer
Date: 01/02/2023
Yes I have the police report which proves my innocence I also have phone records and call logs that prove I called enterprise along with the length of call and no one called back. Enterprise refuses to provide call logs unless they have a police warrant to do so as it proves my innocence. I am currently emailing the police report to bbb. And enterprise has still refused to close the case which is resulting in me spending Ober $500 in **** and **** and an additional $700 at another car rental company since my insurance will only go through them and I have 15 days remaining and am unable to pay other bills and necessities as a result.
Initial Complaint
Date:12/05/2022
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.
Dropped off rental car and was told I was good to go. Week later enterprise took $472 out of my bank account unauthorized and left me with no receipt. After calling ***** to review my bill they indicated that I was being charged ~ $17 a day for insurance coverage that I already had and that I did not need. I was also being charged $5 a day extra since they gave me a pickup truck and not a regular car (this was never requested and also never disclosed to me). I have been waiting for days to hear back from area manager and he/she has still not reached out to me to resolve this issue. This was the most fraudulent transaction that I have experienced in my life. I feel that I was completely bamboozled and taken advantage of. Enterprise did not have the right to take out this money from my bank account without a receipt or explanation of cost.
Enterprise Rent a Car
2111 ***********************
**********************, 27127
Customer Answer
Date: 11/19/2022
I have not heard from the business in response to my complaint.

Business Response
Date: 12/15/2022
Thank you for the opportunity to respond. The Area Rental Manager has spoken with **************. He is good with paying the difference with the car class as he remembers the branch going over that. He just didnt remember the collision damage waiver. The total charge for CDW has been refunded. ************** is now completely satisfied.
Customer Answer
Date: 12/15/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Thank you!
Sincerely,

*******************
Initial Complaint
Date:12/05/2022
Type:Customer Service 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.
Rented a car in early September and the lease agent failed to explain their toll charges & policy. He said the company would take care of the billing but did not explain that it would come with a $25 fee and that the tolls were higher (about doubled in cost). I have an ***** and he did not let me know I could just transfer my account to the rental either. I brought up the issue to the Orange Avenue store manager and she said she would email corporate for a resolution and promised me a call back that never happened. It is unacceptable to not inform the customer of the cost implications of not using your own ***** for the rental. My money is very valuable being a single mother of 3 and I cant pay this much in tolls in a given month. Especially at Christmas time. ***** practices all around even by the store manager that promised me a resolution & a call back and never did.
Customer Answer
Date: 12/05/2022
As requested the address to the Enterprise Rent a Car location I rented from is:
4988 ************, *******, ** 32806

Please let me know if you need anything else.

Thanks,
***********************
Business Response
Date: 12/23/2022
Thank you for the opportunity to respond. Management attempted to reach to the customer and left a voicemail. They are working with the accounting team to get all charges refunded to the customer for tolls.
Customer Answer
Date: 12/23/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:12/03/2022
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.
Enterprise charged me for gas when I fueled up before returning car. I have called them 6 times with promises the issue would be resolved and have not once received a call back. I want the difference of $15.52 (USD) returned to my credit card.
Business Response
Date: 01/06/2023
Thank you for the opportunity to respond. A refund has been processed for this customer to resolve this situation.
Customer Answer
Date: 01/08/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**********************************
Initial Complaint
Date:12/02/2022
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.
This complaint is against Enterprise car rental located **** * ***** ****** *** *****. Renter agreement ******. On 12/2/22 at approximately 10:00 am I spoke with the branch manager by the name of ****. I informed him that the rental car has been towed wrongfully by ******* Police, due to no registration in the car at the time of traffic violation. I also informed **** that my house keys were on the same key ring as the car keys and that I was locked out of my house. I also had home improvement supplies for the contractor that is doing work on my home. I have my dog food in the car. I have my work computer laptop in the car. My son's phone is in the car. My Tax return that is not sealed that I am supposed to mail off was in the car. I was told by **** that this matter would be given to their corporate office and I will receive a call with updates. I never received a call back, so I decided to call back later that afternoon I again spoke with ****. At this time **** stated that they are not able to retrieve the car because it was under investigation, which I have on a recorded phone conversation. This didn't sit right with me so I went back up to the ******* Police Dept. I spoke with the 2 dispatchers at the front desk, 1 by the name of Mrs. *******. Both dispatchers indicated that they never received a call about this matter. I even went a step further and spoke to Sgt. ******** who also backed up the truth about there hasn't been any calls about this matter. Also contradicting the whole story about an investigation on the vehicle. **** from enterprise also went on to tell me that it's all types of paperwork that ******* Police Dept. is requesting in order to release the vehicle, and that it will take at least Tuesday of next week to retrieve such paperwork. I believe this is some sort of plot to drive up a bunch of storage charges.
Business Response
Date: 12/07/2022
Please accept this correspondence as our response to complaint # ********.
Enterprise rental agreement ******** **** *********

I called and spoke to Mrs. ******** and the matter is now resolved.

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.

Thank you for your consideration in this matter. Please contact the undersigned should you have any additional questions.

Sincerely,
********* ****
Customer Answer
Date: 12/09/2022
Complaint: ********

I am rejecting this response because:

I’m asked enterprise for an idolized printout of my bill with a breakdown of a of my charges but they yet to send it.

Sincerely,

**** ********
Business Response
Date: 12/15/2022
Attn: Better Business Bureau
Complaint # ********
Please accept this correspondence as our response to complaint # ********.
Enterprise rental agreement #******, **** *********

The charges for the rental agreement #****** are as follows:

33 days @ $44.26/day = $1,460.58
******* Police and Area Towing impound charges of $1,040.00
Auto Rental Tax of $163.57
Vehicle License Cost Recovery Fee of $26.40
Total $2,690.55

*** ***** paid 30 days total @50/day for a policy max of $1,500.00
Mr. ******** was billed the remaining balance $1,190.55

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.
Thank you for your consideration in this matter. Please contact the undersigned should you have any additional questions.
Sincerely,
********* ****
Initial Complaint
Date:12/02/2022
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.
Oct 11, 2022 reported to Enterprise ****** check engine light same day as rental picked upOct 13, 2022 reported to Enterprise ****** check engine light came on again and engine issues. no subsOct 17 2022 reported to Enterprise ****** car had stopped working at stop lights and is going out no subsOct 19 2022 Rental car died and is in limp mode and drove back to enterprise and get another vehicle.Oct 19 got replacement vehicle and had back break light fall off while driving from previous renterOct 28 returned car to enterprise and no charges explained and I was told by ************** am good.Nov 23 Didn't get my deposit back and made my first inquire to enterprise ****** and was told to call Geico since they don't know 'Nov 25 ****** called me back and told me he has sent this to his claims department for a rodent issue that was not made aware to me via email,mail or phone I called Enterprise cooperate for filed complaint.Nov. 28 Called Geico and Enterprise and made them aware this is fraud and opened a dispute claim for this branch to be investigated for fraud charges against me and geicio.ps cars are parked outside at location so the rodent damage could be from their property?

Business (as entered)
Enterprise Rent-A-Car
421 *******************************
******** SpringsCO, 80909
**********
Customer Answer
Date: 12/07/2022
Please set this to resolved on the Complaint. No Charges
Initial Complaint
Date:12/02/2022
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.
Complaint filed in reference to rental agreement 6XVWZL. The rental arrangement was made on my behalf by GEICO in association with claim number #****************** on (July 6th 2022). GEICO was responsible for the full amount of rental based on insurance coverage in my policy. However, on (July 21 2022) GEICO was not contacted for payment from Enterprise and it left a balance of $357.25. Enterprise made efforts to hold me accountable for a balance that should have been exclusively billed to GEICO. My $50 deposit to Enterprise initiated to secure the rental, was withheld in association with an improper balance billed to me instead of GEICO. I was also improperly charged $69.08 by Enterprise for partial access to the vehicle in association with rental agreement 6XVWZL as well. The total amount kept from me was $119.08 which left a remaining balance of $238.17. In addition to the outstanding balance of $238.17 Enterprise claimed that I owe $25 in Toll Fees and put me on a DNR (DO NOT RENT LIST) Thankfully GEICO recognized the error that Enterprise made by not seeking full payment from the proper source. GEICO has since issued a check payment directly to Enterprise for the full amount of $357.25 to over the rental agreement end time to August 2nd. The check should immediately clear all of the balance Enterprise tried to improperly claim was mine. The check also substantiates the egregious error made by Enterprise of trying to repeat improper billing. Not only do I demand immediate removal from the **** I want Toll Fees if valid to be waived, a refund in the amount of $119.08, and free rental coupons for future rentals. If those things I want are provided with an apology it will keep Enterprise out of small claims court, avoid legal fees, and restore the Enterprise reputation with me.
Business Response
Date: 05/15/2023
Thank you for the opportunity to respond. Last year, management connected with the customer when the initial complaint came out. Geico had set a last day for the customer, and the customer did not return therefore we started the conversion process.
Geico then issued a check to Enterprise in December for payment, past the last day set, which we were not aware of. Once we received confirmation of the payment the customer was issued a refund for what he was charged.
He was also removed from DNR.
Customer Answer
Date: 05/25/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:12/02/2022
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 August 15th, 2022 my MiniCoop was rear-ended by a driver in a white Nissan Pathfinder-esc vehicle going 50 MPH on North Taft Hill just past the landfill. While on the phone with the police this car tried to rear-end me again I pulled over, they sped off without any incident. I filed a police report and contacted body shops all over the foothill to have them keep a lookout.
I was having some issues w/ my insurance company, regarding getting my car fixed. There was a lot of confusion regarding this claim. Close to the date to get my car fixed I tried contacting the insurance company about a rental car, my policy did cover it, but I kept getting messages to go don't the app or online, this did not work, so I messaged **** about needing a car through my claim.
A day before my Mini- got into the shop I received a call from Enterprise confirming I would get picked up for the car. I thought the insurance company placed the rental car. The day before pick up, I called enterprise asking if I could change the pickup time and place. They stated everything was good. Before getting the car I spoke w/ someone a couple of times. During these phone calls I mentioned I would like a 4-door sedan, I did not need anything larger, small would be perfect. They told me they only had one car. When I picked up the car it was a mid-sized SUV- Buick, w/ a lot of issues. When I signed the contract I was under the impression it was the $50 dollar deductible, that they only had that car, and I would not be able to switch out. It wasn't until I left that I found out I was getting a discounted rate. AT NO POINT WAS I TOLD I COULD GET A SMALLER CAR OR CHANGE VEHICLES. AFTER I WAS TOLD THAT WAS THE ONLY VEHICLE.
I called ****. They told me the claim was closed and they had no idea. They told me everything was set. The Buick's windshield fluid did not work + tools were left in the engine. When trying to talk to a rude CS agent about this they would not listen + interrupted me. More on this...
Business Response
Date: 12/08/2022
Thank you for the opportunity to respond. A refund has been issued as of 12/4 to resolve this situation for the customer.
Customer Answer
Date: 12/08/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do apologize for not calling back the individual who called, I've been incredibly busy. I was hoping for a full refund and I have been offered it. Thank you.

Sincerely,

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

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