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

4,322 total complaints in the last 3 years.
1,669 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:11/17/2022
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.
I rented a car from Enterprise located in Sherman Oaks, California, a division of Enterprise Holdings, a Missouri Corporation.

On August 6, 2022 I rear-ended another car. Even though I was at fault but the Ford Fusion 2022 that I was renting was equipped with the "Pre-collision Assist" device that would alert the driver by beeping an alarm if in collision course with another object as well as the "Automatic Emergency Brake" system that would automatically activate brakes and stop the car automatically. This particular safety feature would have prevented this accident and it is clearly discussed and demonstrated in the following link from Ford website:

*****************************************************************************
I contacted Enterprise Claims Department and *** ******* ******* opened a claim *** *********** however it is now more than 2.5 months that this claim is not processed due to an investigation by Enterprise pending an inspection by a Ford Expert.

Enterprise has not paid the front driver waiting for the result of this investigation.  I have also experienced health problems however my 3 emails to *** ***** ********* who is in charge of this investigation and also 3 voicemails remained unreplied. The manager for the Claims Department, *** ******* ***** is also aware of this issue but without replies.

This safety feature has sensors and lenses in front and rear of the car that should be cleaned once in a while and failure to do so shall cause the device to function improperly or not at all. Also cars that are built after 2020 are equipped with this device even the low-end models.

I previously sent Enterprise Claims Department a video clip of my dashcam recorder showing that the alarm did not go off at the time of accident and the brakes were not activated by this safety feature either.

Enterprise is using this foggy investigation as an alibi in order to avoid paying any damages to either of the front driver and me.
Business Response
Date: 11/30/2022
Thank you for the opportunity to respond. A response has been attached.    November 23, 2022
RE:         Complaint ID:     ********
                Date of loss:       8/6/2022
                Claim Number: ********

Rental Claims Services (RCS) handles claims on behalf of Empire Fire and Marine Insurance Company involving vehicles rented through Enterprise Rental Car Company of Los Angeles LLC (Enterprise).

*** *******i rented a vehicle from Enterprise and purchased Supplemental Liability Protection (SLP). On August 6, 2022, *** *******i rear ended another vehicle and was subsequently rear ended by a third vehicle. *****, the insurer of the third vehicle, has accepted liability for rear ending *** ********. There are outstanding property damage and injury claims being made against *** ******** from the vehicle he rear ended.

*** ******** advised that he was not at fault for the accident due to a malfunction of the braking system safety feature. His allegation of a defect with the vehicle prompted the investigation by RCS and Ford. The results of that investigation are pending.
We have advised *** ******** that we are in the process of resolving the third-party claims being made against him.
Relative to any claim *** ******** is making against Enterprise, we will need to complete the investigation of the alleged vehicle defect.
Finally, we investigated the allegations of delays. While we found many of the exchanges timely, we did verify a delay to return a voicemail message, and for that, we apologize.
Sincerely,
Colleen Eriksen
Regional Liability Manager
Rental Claims Services
************

*************************
Customer Answer
Date: 12/07/2022
Complaint: ********

I am rejecting this response because:

Enterprise is not giving any clear answer about helping me with my damages. 4 months have passed by and now they are beginning their investigation.

Sincerely,

***** ********
Initial Complaint
Date:11/17/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented car in California in Santa Maria on November 3 (**** ** ********). they over charged me for the deposit. The deposit was supposed to be $381.60 but they charged me $626.40. The daily rental was $81.60; I had the car for 3 days. They admitted they charged me the $626.40; they said the refund would be to me in 2-3 business days. It would go back to my card. It has been longer than that and I'm getting the runaround, they are saying 3 - 5 business days.
Business Response
Date: 11/22/2022
Thank you for the opportunity to respond. Management had our Credit Card Team look into this. According to the records, the referenced amount cleared on 11/10/22. The management team stated that they would reach out to ensure that this had gone through.
Initial Complaint
Date:11/17/2022
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.
This has to be the worst experience I have ever received from any company I have ever conducted business with. The constant broken promises, lies and flat disrespect, from the employees is beyond comprehension. I have called into customer service and had this issue escalated 5 times. I keep being told someone will contact me, but no one does. Rental Reference # 7SL8HN.
Customer Answer
Date: 11/17/2022
his has to be the worst experience I have ever received from any company I have ever conducted business with. The constant broken promises, lies and flat disrespect, from the employees is beyond comprehension. I have called into customer service and had this issue escalated 5 times. I keep being told someone will contact me, but no one does. Rental Reference # 7SL8HN.
Customer Answer
Date: 11/17/2022
In short, i had reserved a vehicle and never got what I had reserved. The manager of the location verbally promised me that I would be getting the *** that i had reserved. I went in to the location and personally spoke with a Rep and confirmed the specific vehicle the day before. This was crucial because of what i was putting in the back, i needed the room to haul specific flat screen TV's
I show up on rental day and a different manager had no idea and said he didn't have my vehicle and the people I spoke with previously were new.
I was still charged the higher rate and I had to take a smaller vehicle and caused me to have to spend a lot of extra money because of it. I have been trying for over 30 days to speak with someone from their leadership team to no avail.
Enterprise has all of this documented and customer service has requested the Regional team to contact me several times. Now i am just done dealing with them and i want a complete refund of $ ******* for rental contract 986874 Ref Number 7SL8HN
Business Response
Date: 06/05/2023
Thank you for the opportunity to respond. A refund was processed to resolve this complaint.
Customer Answer
Date: 06/05/2023
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:11/17/2022
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.
I been renting from this enterprise location for three months and everytime I go there they never have the class vehicle I suppose to get even though I have a reservation and they refusing to give me a receipt with my signature on it and the class of vehicle to cover it up they keep giving me a compact vehicle when I suppose to have a bigger standard vehicle...
5105 S. Laburnam Ave
******** ** 23231
Customer Answer
Date: 11/17/2022
Place and reservation
Business Response
Date: 11/22/2022
Thank you for the opportunity to respond. The Area Manager spoke with the customer in regard to the complaints they had. The rates were discussed with the customer as well a discussion about getting the customer into a different unit.
Customer Answer
Date: 11/28/2022
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:11/17/2022
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.
Was given a confirmation through my insurance company to rent a car through Enterprise (y7c4jr). I called on Friday, November 11, 2022, to Enterprise located at 426 Union ***** early afternoon. The option to speak to someone is routed to a fax. Called Poplar Ave and they said the first available is 11/17/2022 so I accepted the reservation / confirmation. I stopped by the Union location on 11/16/2022 and the lady confirmed and guaranteed they would have a car for me at 9 am 11/17/2022 . I got dropped off at 9 am 11/17/2022 and was told no car available . Called customer service they said no reservation and see an open ticket like I already have a car. It's just a complete run-around trying to get a vehicle for over a week. Misinformation and bad business.
Business Response
Date: 12/02/2022
We were able to get the customer accommodated and apologized for the inconvenience. We resolved the situation with the customer directly and the same day as the inquiry was made.
Initial Complaint
Date:11/17/2022
Type:Billing 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.
10/21- scheduled to pick up a vehicle. Did a full detailed walk around with Rep ******* on a 2022 ***** Civic. Was planning to take the vehicle but never drove the car off lot. Didnt feel comfortable with the tinted windows. Vehicle was written down with 9 miles driven when car was never drove. Went with a 2020 ******* Had this vehicle from 10/21-10/26, called 10/21 to report that the car I received had a chip in windshield and that I didnt feel safe. Exchanged for a 2022 ***** Malibu on 10/26 - returned on 11/16 2:33pm - walked around vehicle with ******* Rep and was told the car was good and was released to go. Received call from ***** at 3:18pm letting me know that the car had right side damage to the front right wheel well. Returned to Enterprise to see that they had moved the vehicle already and that it was not where the vehicle was parked at. I was informed that she couldnt provide viewing of their cameras due to a newly updated camera system and she didnt have the password to get into the system. I received the claim from her at 4:08 pm. All documents are provided below. I did speak with the auto body shop next door about the damage that the car most likely received the damages from a bigger vehicles wheel when parked. However this car was garage kept and was always parked furthest away from all other vehicles except for the car being parked at their business. At no time did this damage occur while in my ownership and if she can miss it and then call me after to let me know after moving the vehicle. Someone is not being honest about this situation and it needs to be looked into. I do remember that she said ******* had been using the vehicle prior to me and that it was a very nice vehicle.
Enterprise
************
MukwonagoWI, 53149
************
Business Response
Date: 12/16/2022
Thank you for the opportunity to respond. Management has attempted to reach out to the customer including today 12/16, but they have not heard back. We encourage the customer to reach back to management should they want to discuss the matter further. They would be happy to discuss it.
Customer Answer
Date: 12/19/2022
Complaint: 18415694

I am rejecting this response because:

The matter has not been resolved yet. I have called *********************** from Enterprise regarding the voicemail that was left on 12/16. In the voicemail nothing was stated regarding the resolution of this matter.
I was at work when he called 12/16 and did not receive his message until after work. I have called today 12/19 and did not receive him on the phone, I left a voicemail message and will be awaiting his callback. I am still waiting to hear back and work with him directly to get this resolved.

Sincerely,

*********************
Initial Complaint
Date:11/16/2022
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.
This complaint is in regards to the false accusation against me on 10/21/22 upon returning a 2019 ****** Rogue. I informed Enterprise at ******, ** that during the time frame of the rental I drove the vehicle with proper precautions as I would have driven my own. The rental, scheduled on 10/13/22 to be picked up on 10/16/22, on behalf of another driver's insurance, was set to be an Economy Vehicle and was explained to me it would be similar to a ****** Corolla. The vehicle rented to me, had previous damages such as: cracks in the windshield, damages to the paint, "Maintenance Repair" warning, in addition to other unknown damages that *** have been easily overlooked. I returned the vehicle with a clean interior, more gas than what I was rented with, and no damages to the exterior to my knowledge. During check out, I was informed of something that was observant on the drivers door by one of the associates. It is unknown to my knowledge how it occurred, The associate claimed it was not reported prior to my rental date, but it is unknown to me on how far back the associate reviewed the records due to the vehicle's condition prior, as well as no proof if one of the associates did it themselves. After providing a truthful statement to the manager and the associate that I did not have an accident nor caused any damage, I was falsely accused for damages on the drivers door. After being told by the associate, Were not coming after you, the manager coerced me into filling out paperwork with false descriptions. In addition, the manager also coerced me to provide my auto insurance card and credit card. While filling out a damage claim, the manager viewed the cost of the deductible on my auto insurance card. The manager and the associate took advantage of me, being a woman, and refused to provide me with any options to properly close out the account by charging me $500 for damages before an estimate was even processed.
Customer Answer
Date: 11/17/2022
Rental Location: Enterprise Rent-A-Car ************************************************************************. Yes, I no longer want to be contacted by Enterprise Rent-A-Car.
Business Response
Date: 12/14/2022
To whom it may concern, we have addressed this complaint with the customer. After review, we have closed the damage claim against the customer and will not pursue for the cost of the damages. The issues regarding the car class and cleanliness have been addressed with the customer and the appropriate actions taken at the branch level.
Customer Answer
Date: 12/14/2022
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:11/16/2022
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.
I rented a car from Enterprise Car Rental (********** & #*********) received citations from the DMV. However, this was in November of 2021 and I provided copies of paid tickets and I'm still on the DO NOT RENT LIST a year later! I've talked to several different people sent emails to ********* ****** *******, ******************* and numerous others. Still no resolution, I'm in need of a vehicle and cannot rent from Enterprise, National or Alamo because of negligence from this company.
Business Response
Date: 12/08/2022
Thank you for the opportunity to respond. Our Citations team has reached out to D.C and they show one payment for these citations, and those payments match our payment date and time. The website shows a zero balance because we made a payment for the citations. We explained to the customer that the City of D.C does not take double payments, and we will need her payment confirmation receipts with the ticket number and date of payment. As of 11/18, the customer stated that they would reach out to D.C. to see if they could provide a copy of their payment to provide to us. The customer has not provided that proof of payment to our citations team, but if they are able to obtain it, we encourage them to send it to our citation email so that we can resolve the situation for them.
Initial Complaint
Date:11/16/2022
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.
We have been repeat customers of Enterprise. The latest incident at their ************, IN location involved a new employee named ******* that was ornery and obstinate. We had never had trouble at that location before. We were given an upgrade due to a problem with the car we were given. I confirmed verbally we would not be charged extra, and ******* agreed. Upon return of the vehicle, we were charged a $50 damage fee for a blown accessory fuse, which would normally be considered wear & tear, an upgrade fee, and for gas although we has bought prepaid fuel. We were ultimately charged approximately $110 extra from what was on the rental agreement. I contacted the rental counter, enterprise customer service, and their collections unit by email and phone, each on at least several occasions. We were met with obstinate employees, some of which hung up on us, and were told managers would return phone calls that never did. For the review I left on Yelp, Enterprise responded asking me to send them an email and gave me an email address. Sent said email, which was never responded to. We disputed the extra charge with our credit card company, who ultimately gave us credit based on our documentation. The rental counter proceeded to send us to collections saying that we owe the $110. We received two letters, both of which I answered explaining the situation. The second letter told us that we would know longer be able to rent a Enterprise until we paid the $110 . I was told by the new person working at the rental counter yesterday when I called again that a district manager (also new) would call us back. He never did.
555 W North St
************ **,
Business Response
Date: 11/17/2022
Thank you for the opportunity to respond. Here is the response from local management:

"I just spoke with *******, and he was frustrated on the billing side. He kept it a day more than his original reservation but thought that is what he reserved it for. On top of that there was a fuel billing issue for $27 on top of the $50 charge.

I went ahead and processed the refund for the customer and he was very thankful. He has my info if he needs anything else, but he said he was very appreciative for the call."
Customer Answer
Date: 11/17/2022
Complaint: 18413103

I am rejecting this response because:

This isnt the same issue. They are confused. However, because of turnover at the Enterprise location the manager, who was new, did finally reach out and was accepting of the issues we had. They agreed that the counter clerk at the time of the rental did not exercise common sense and was being *****. We still had a lot of trouble getting to this point, and the collections group at Enterprise were obstinate and hung up on us. However, they did finally adjust the bill and allowed us to rent from them again.

Sincerely,

*****************************
Customer Answer
Date: 11/17/2022
They gave us a billing adjustment and apologized for the problems we had with the previous employees.
Initial Complaint
Date:11/16/2022
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.
Hello, I am reaching out to express the extreme disappointment of my recent enterprise experience. I was given a rental in *********, ** in association with Concierge while they were repairing my vehicle. The vehicle was returned a week ago today. Well, I have received several calls throughout the week looking for the vehicle. I told every representative I spoke with the same thing, that the vehicle was turned in when my vehicle was picked up on 11/5/2022 in the 9 am hour. Concierge did their job and advised enterprise that the vehicle was turned in and ready for pickup. Well, enterprise didn't pick up the vehicle until yesterday evening 11/11/2022. I remember 2 names for sure ******* and ******* (who was a supervisor). One of the others was ********/******** I believe but I am missing one. I was left on hold for over an hour to speak with a supervisor on 11/11/2022 who never picked up the call. But when I called back this morning 11/12/2022 I was advised by ********/******** that they picked up the vehicle on 11/11/2022 and received the vehicle with damage. When I received the rental it was filthy with dirt and bird f**** to the point where you couldn't even open the passenger door without touching the f**** It was also damaged as if it had been in a collision before. All of this was communicated prior to taking possession of the vehicle. Thankfully ***** from Concierge was able to call and speak with ******* from enterprise and let him know that he spoke to another rep advising that the vehicle had been returned in the same condition it was delivered. ******* eventually called me and confirmed that the vehicle had been picked up and they were advised that the vehicle was ready for pick up when I originally returned it but the representative never relayed that information thru the proper channels which led to me being harassed by enterprise all week. All I hear about are the horror stories of vehicles being reported stolen and the renter having in fact returned th
Customer Answer
Date: 11/19/2022
Tell us why here...************************************************
Business Response
Date: 12/06/2022
Thank you for the opportunity to respond. The customer wanted to discuss the experience and ensure that this did not happen to any other customers. Management discussed with her the processes we have in place to ensure the experience and offered their contact information should they have any further questions.

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