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Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Important information

  • Customer Complaint:
    BBB has received consumer complaints against Enterprise Rent A Car St Louis which allege the breakdown of cars recently purchased, damage blamed on renters which is disputed by the renters, and poor customer service. 

Complaints

This profile includes complaints for Enterprise Rent-A-Car's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Enterprise Rent-A-Car has 2510 locations, listed below.

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

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    Customer Complaints Summary

    • 4,309 total complaints in the last 3 years.
    • 1,659 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/14/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      I rented a car from SeaTac Airport. They were emailing me asking if I needed to extend my rental. I told them I needed to extend the rental by phone. I turned the vehicle in. I tried to rent another vehicle from the location on 3505 S Tacoma Way, Tacoma, WA 98409. They told me I was on the do not rent list. They told me I owed them a balance. I have an invoice showing a zero balance from my previous rental.

      3150 S 160th St Ste 508 Suite 508, SeaTac, WA 98188

      Business Response

      Date: 12/07/2022

      Thank you for the opportunity to respond.  The customer is no longer showing as being on a renter suspension list. 

    • Initial Complaint

      Date:11/14/2022

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      I have contacted Enterprise several times regarding this issue and have been told repeatedly that I will be contacted directly by the branch I rented from, but it has been weeks and I have not been contacted by them. On my recent reservation, agreement 7L05C6, I was overcharged ***** and would like a refund. The amount I was overcharged by is the sum total of the following three items. 1) "**" - At the time I picked up the rental vehicle, the attendant verbally informed me that the additional insurance (presumably referring to the ** charge) was ***** GBP. According to the receipt, I was charged *****. This results in a difference of ***** which was charged but not agreed to. 2) "Premium Location Fee" - On the reservation, this charge is shown as $104.77 (*****). However, when I received my final receipt, it shows that I was charged ******. This results in a difference of ***** which was billed but not agreed to. 3) "Value added tax" - On the reservation, this charge is shown as $125.73 (******). However, when I received my final receipt, it shows that I was charged ******. This results in a difference of ***** which was billed but not agreed to.

      Located in: *******************************************
      Address: **************************, ********************************************************************

      Business Response

      Date: 01/10/2023

      Thank you for the opportunity to respond.  This was resolved 12/16/22 by the area manager *************************. This was a training issue where the staff member did not communicate clearly and the charges were reimbursed to the customer.

      Customer Answer

      Date: 01/11/2023

      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:11/14/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      This business has owed me $80.00 for my car rental security deposit of $50.00 and $30.00 for what they accidently charged my debit card. They have admitted fault to this and keep telling me I will receive the refund in my bank and I haven't received anything. I rented this vehicle back at the end of September.

      Enterprise car rentals
      ***********************************************************
      **********

      Business Response

      Date: 12/06/2022

      Thank you for the opportunity to respond.  Management reached to the customer and left a voicemail confirming that the funds had been released, but that they may be taking longer to to process due to it being a debit card authorized as a credit card. 

      Customer Answer

      Date: 12/06/2022

      Complaint: 18394683

      I am rejecting this response because: I have not received any funds that are owed to me.



      Sincerely,

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

    • Initial Complaint

      Date:11/14/2022

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Feb 9 2022 I reserved a car for 5 weeks (July 12 - Aug 18 2022) at a cost of ******* CAD from National Rent a Car. When I returned home to ****** after my vacation, I realized that my credit card had been charged TWICE; once for ******* CAD and again for ******* CAD. So, I was charged ******* CAD + ******* CAD = a total of ******* CAD. But my reservation was for *******. I have telephoned National Rent a Car five times and sent them six emails since discovering the problem on August 18th 2022. Each time I get a different agent, promising that a manager will contact me within 5 to 7 days. No one from management has ever contacted me. They did refund me ****** CAD on Sept 14 2022, but I do not know what that amount corresponds to, nor do I understand why I wasnt refunded the correct amount of ******* CAD.They still owe me ******* CAD. I would greatly appreciate your help in this very frustrating matter.

      Customer Answer

      Date: 11/15/2022

      Dear BBB,

       

      We rented our car online, but we picked it up and dropped it off at the ****************. Here is the address:

      National Rent a Car

      *********************** Airport

      975 ***********************

      ****** ** H4Y1H1

      ******

       

      Also please note that the address on the email I received from you is erroneous. I do not live in *****************. I live in ******.

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

      5 rue de la Source

      44700 *******

      ******

       

      Thanks very much.

      Best regards,
      ********************

       

      Business Response

      Date: 11/22/2022

      Thank you for the opportunity to respond.  This has been addressed with the customer, and they are happy with the resolution.  We have refunded the customer and will be helping her with a future rental.

      Customer Answer

      Date: 11/23/2022

      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:11/13/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My parked and unoccupied vehicle was hit by an Enterprise rental. There was a police report with witness that confirmed the hit and run and gave a statement to Enterprise. The report also listed the vehicle VIN number confirming this was Enterprise’s rental. The representative from Enterprise also told me they are not accepting liability but they are not officially denying my claim saying I did not have enough evidence, but they want to keep the claim open in case any “new” evidence comes up. All relevant reports and photos pertaining to this claim are available.

      During the claims process with Enterprise I was told the other driver first denied being involved in an accident and now she is claiming I had hit her car and ran away. My car was parked a few houses from my residence and I have the piece of the Enterprise rental that she left behind while fleeing the scene.
      ********** ***** * ******** ********* ****** *** *** *** ****** ****** * **** ************* ******************

      Business Response

      Date: 12/06/2022

      Thank you for the opportunity to respond.  The response from management is attached. 

      This response is submitted by Rental Claims Services (“RCS”) on behalf of Enterprise RAC Company of Baltimore, LLC dba Enterprise Rent A Car (Enterprise). 
      This complaint arises out of an alleged auto accident involving a rental vehicle from Enterprise. The accident is said to have occurred on 7/16/2022 in Towson, MD.   The complainant has filed a claim for property damage to their vehicle with us.  
      The complainant, who was not present at the time of loss, alleges that an Enterprise vehicle hit his vehicle while it was parked and unoccupied. A witness who was outside at the time said that the front of a large black SUV impacted the rear of the complainant’s vehicle.   A license plate number was provided to the police for an Enterprise rental which is a blue Toyota RAV 4 (not a large SUV nor a black SUV.)   A hit and run police report was filed by the complainant.  
      The Enterprise renter also claimed she was the victim of a separate hit and run accident that day and she also made a report to the police.  In this accident a gray/silver sedan reportedly side swiped the rental vehicle, and the sedan then left the scene.  
      The description of the hit and run vehicle provided by the witness is not consistent with the Enterprise vehicle and the damage to the Enterprise vehicle does not match the points of impact that were reported by the witness.  The Enterprise vehicle has no front-end damage.  The Enterprise vehicle does have side swipe damage starting at the rear of the vehicle which is consistent with the accident with a gray/silver sedan the renter reported to the police.  
      Based on the differing statements, differing vehicles descriptions, and differing points of impact, we sent our file to an accident engineer expert to review and opine if the two vehicles did impact each other. Based on their findings, the damage supports that the Enterprise renter did impact the complainant’s vehicle and the loss occurred as the complainant reported.  Therefore, we are now resolving his property damage claim.  
      We apologize for any inconvenience to the complainant and hope this will now resolve his BBB complaint.   

      Customer Answer

      Date: 12/07/2022

      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:11/11/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      I rented a car for 89.99 a day !
      And I picked up the car right before closing but returned the car around 8PM after hours so they HAD the car in the morning and continued to charge ME for an additional day and then rented the car to someone else ! The car company should not get to steal 89.99 from me ! Especially given when they opened they HAD the car for the entire business day ! I want a partial refund because this is double dipping !

      Enterprise - Clarksville TN 
      pea ridge road

      Business Response

      Date: 11/15/2022

      Thank you for the opportunity to respond. A refund for $101.54 was processed for this rental.  Management attempted to reach to the customer to discuss this further but has not been able to reach them yet.  The additional amount was originally charged because the rental was returned after location closing hours, but it is being refunded in an effort to resolve the complaint. 

    • Initial Complaint

      Date:11/11/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      Reservation #******
      On Saturday, October 29, 2022, I picked up a vehicle from the ********* ******* Enterprise Rental Car location. I was given a Jeep as my rental, because they stated that was all they had at that time. ******** ****** the Enterprise Representative informed me that there was an issue with the tire pressure and if I had any issues he would switch it out if I brought it back. About 4 or 5 days later, I returned the vehicle to Enterprise because the dash board displayed low tire pressures in 3 of the tires.

      Next, I received another Jeep. I specifically asked if the vehicle had any problems. I was informed that the vehicle was fine. On Thursday, November 10, 2022, I went out during the evening to assist a friend. This is when I discovered that the front left head light was out. On Friday, November 11, 2022, I spoke with an reservationist at the Reservation Center. I explained my dilemma and he informed me that he had sent an expedited request to the ********* ******* location for them to contact me. I had requested an upgrade for my inconvenience. The reservationist assured me my issue and request would be addressed.

      Two hours passed and I had not heard for the ********* ******* location, so I decided to go into the location. When I arrived I explained what had happened, and stated that I had requested an upgrade for my inconvenience. An African-American female stated that she had not read any of the emails, but she would take care of me. I was told that they had a vehicle for me at the ****** Enterprise location.

      At the ****** location the manager stated that he had a vehicle for me. After waiting an hour, I was given another vehicle. When I questioned the rental he stated that was all they had, but I could come tomorrow and he would exchange the vehicle. As I drove away I cut the radio on to find that the dashboard did not work. I could not change the channel or cut down the volume on the radio. I have received 3 deficient vehicles.

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

      Business Response

      Date: 12/02/2022

      Thank you for the opportunity to respond.  Management spoke with the customer.  Customer has been upgraded to a Cadillac XTS for the remainder of the current rental.  A $100 voucher towards their next rental, which expires in 1 year, was also offered.  

    • Initial Complaint

      Date:11/11/2022

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      I’ve been renting from enterprise for 7 months straight. There were issues with me not receiving my points from them for several months and they’ve been telling me they are working on it. In the meantime I’ve had to pay out of pocket until my points are available. I came in this week to pay on the rental vehicle, and for whatever reason the card didn’t go through. I checked my balance and the money was there, so I was told to come back the following day. Unfortunately my stepdaughter was killed in a car accident earlier this week, so when I realized I wasn’t going to make it over to enterprise I tried calling. I got no answer after holding for over 10 mins so I hung up and planned to come in to pay it. When I got here, one of the employees told me they needed the keys to check the tires, and when I gave him the keys he said they would not be renting to me b/c I was behind on the payment. I explained to them everything that happened, and all of the money I have spent with them over the past few months as well as being in constant contact with manager ****, and not once was I told they were going to take the vehicle, until I came to the store for payment. Now I’m stranded

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

      Business Response

      Date: 11/29/2022

      Thank you for allowing us the opportunity to review ******* ******’s concerns and provide a response.

      In reviewing ******* ******’s rental history, there were multiple issues regarding payment and contact, originating in August 2022, and resulted in escalation with our Risk Management Department in November 2022. At the time the rental was terminated on November 11, 2022,  $301.29 in Enterprise Plus Loyalty Points had been applied to the rental, and a balance due of $720.36 remained. Throughout this escalation period, our employees advised ******* ****** that we could not make any extensions of the rental due to the contact and payment issues. We have also since learned ******* ******’s rental vehicle involved in an accident on October 2nd, 2022, was being operated by an unlisted and unauthorized driver at the time of the loss, which is a violation of our rental agreement. Due to these issues, we are unable to continue our business relationship with ******* ****** moving forward.

      As it relates to the concerns surrounding the Enterprise Plus Points, the long-term rental from June 15th, 2022 through October 4th, 2022 would not qualify for an Enterprise Plus Points accrual as this was using a heavily discounted pricing structure through an insurance company’s negotiated rates. This discounted rate resulted in significant savings that amounted to $53.29 per day when comparing the daily rates of this insurance company to our standard retail rental rates.

      Thank you for allowing us to respond to ******* ******’s concerns, and please contact me at the below should you have any questions or concerns.

      Sincerely,

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

    • Initial Complaint

      Date:11/11/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      I purchased my vehicle November 2021. 10 days after my purchase the car broke down and left me stranded on the side of the road. Enterprise took an entire week to get my car into a shop. I had to call them regularly to even get something scheduled. Once it was finally scheduled (I had to call them to find out if they even set anything up) they told me a location but told me they had no idea of the time or day they made my appointment. I had to call the service center to find out when they scheduled me for. I was not provided a rental and had to figure out transportation for myself for 11 days while my car was in the shop. Upon getting my car back it was still not fixed. I had to make another appointment. This appointment did not happen until last month, 6/2022. So I was stuck with a car that did not work properly for 7 months. Lets add to this that I still do not have a permanent tag for my car. I have gone to the *** myself more than 3 times to obtain temp tags because a permanent has still not arrived. When I asked ***** (manager) originally why I had not received a tag yet he stated my *** must be backed up. I informed him that I checked with the *** they are not backed up and do not have any record of my tags. He then gave me a number to call but told me I have to call myself because he does not have the time. After calling they informed me that they had been trying to contact Enterprise for MONTHS because the papers they submitted were missing their signatures. They just keep emailing me a temp tag that I have to print and tape on my window. Getting in contact with anyone over the phone is impossible, they will only email me. I have requested a call from them multiple times via email informing them that I cannot get a hold of anyone but they refuse to call. I have reached out to the ***************************** email multiple times without response. They have no support team or customer service. I am desperate for help at this point.

      Enterprises Car Sales
      *****************
      White MarshMD, 21162-1815

      Business Response

      Date: 11/22/2022

      Thank you for bringing this matter to our attention. We have worked with **************** to resolve her concerns with the vehicle. With regards to the tags, we have continually worked with the DE *** to get Ms. ******* vehicle registered. The DE *** has consistently operated at a 60 day lag over the last year and unfortunately, there were several instances of the *** rejecting the registration paperwork for various reasons and we worked diligently each time to have it corrected and resubmitted.  Most recently, we re-submitted Ms. ******* registration paperwork to the DE *** on 10/31/2022 and are awaiting final review from the *** processing team.   We apologize for this inconvenience.

    • Initial Complaint

      Date:11/10/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Was put on DNR list by manager at ***** at the ********* airport by a manager who didn’t like how I was talking to her. The manager was not trying to assist me with a walk up rate for military and stated she wasn’t able to assist when I’ve done it before, I’ve had other verbal alterations with the same manager and she lied to another manager stating I called her out of her name. I stated that it was always an issue when dealing with her, I went to pick up a car I reserved to find out she put my on the do not rent list. I was asking for a walk up rate because I know the associates get commission off of those instead of booking it online and I was already at the airport. She was combative with me and when I gave her the same energy she didn’t like it.

      Business Response

      Date: 11/29/2022

      Thank you for the opportunity to respond.  Here is a response from our management team:

      "Hello,

      After reviewing this customer’s complaint and her rental history we’re opting to not reinstate her rental privileges. The renter had multiple contracts at different branches which began the “failure to return” process. The renter has been combative with multiple Enterprise employees. The area manager of the ********* area has attempted to reset expectations with the renter in the past so they could continue to do business. The renter was told that she could no longer swap out vehicles at the different branches and could not start verbal altercations with branch staff. The area manager stated to the renter that if she had issues she could contact him directly. The renter continued to rent and quickly after went to AZO airport in an attempt to swap out where a verbal altercation was had again.

      At this time we’re opting to discontinue future business.

      Please let me know if more info is needed."

      Customer Answer

      Date: 11/29/2022

      Complaint: ********



      I am rejecting this response because 

      I didn’t have a rental with them at the time of dispute, why I stated it was always an issue with this specific manager because that was a totally different situation which was resolved and I agreed that I couldn’t swap out for a different vehicle. Those incidents where weeks apart from each other, the incident that led her to putting me on the dnr was I walked up asked for a walk up rate for a rental car for my mother because they use the military discount when they rent, she was combative with me first and stated she couldn’t help me with that and I stated it’s never an issue when I go to any other locations in doing a walk especially when the representatives get commission based that’s what I told them after she went to the back they were able to help me get the rate and I left. She is making it seem as though I come in combative each time she was extremely rude and instead of defusing the situation she was irritated and her tone and body language said it as well. I out my own mouth had a sit down with the location and they went over not swapping vehicles out and I stated that was ok after they had already did it and everything was resolved it was a f150 that I swapped out of. During the time of this incident again I did not have a rental through enterprise and have never had any other situation with any other branch. Each incident was with the same female at the ********* location. I live in Arizona I’d like to be able to rent through you all and it really sucks that one rude combative manager has ruined that when I’ve rented from you all for almost 9-10 years. With no issues 



      Sincerely,



      *** *******

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

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