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

4,309 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:11/08/2022
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.
I want a refund for ************ this location has and the service was garbage my receipt RA *********. Please check this VW asap because I saw tape holding up the interior, both FOB keys needed battery replacement and the oil light was on stating it needed to be serviced. I own a VW sports and I know **** well you need to service asap. I wasn't about to drive this anywhere. Got to the service counter two customers in front of me. Not a agent in site over 10 mins. standing. Also check the second vehicle I has was ******* Tucson. The Windshield also cracked. Huge black marks lining the tailgate. Interior was dirty too. The key was hard to open for a person like myself with a disability. The push button was stuck. I had to shake to release the key. This location put me and my child's life in danger. I called twice and was told a manager would call me. Never got a call back. I had to post on ****** review to get a reply and still that didn't do anything. I'm still waiting for a call from higher up. Now I'm reaching out to you for a response hopefully you can help.
THE LOCATION was at *************** ***** Airport *** ******* ***** ****************************************************************** 76549
Customer Answer
Date: 11/08/2022
THE LOCATION was at *************** ***** Airport *** ******* ***** ************************************************************************
Business Response
Date: 11/22/2022
Thank you for the opportunity to respond. Ultimately, the customer was charged for four extra hours, plus an extra day, and the fuel option even though she brought it back at full. We compensated the customer for the extra hours, the *** and one day of rental. We refunded $239 back to her card, and she was happy with the resolution.
Customer Answer
Date: 11/22/2022
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:11/07/2022
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 rented a vehicle via my insurance on October 17th 2022, returned the vehicle on October 27th from Enterprise in Riverdale, georgia
1. when i picked up the vehicle, the oil alert button was on, when i inquired with assistant manager i was advised not to worry about the light because it was only on because the vehicle had to be reprogrammed by the dealership, the morning of october 24th while driving to work at 5 am the oil alert began beeping red, signalling to add oil immediately, i stopped at the nearest gas station, spent $28 in fear there was an issue and purchased the only gallon of oil available poured into the vehicle and all lights disappeared with the exception "check engine light was now on.. i tried calling the location and no answer between 8 am right up until i decided to go in person approx 10 am...i requested a refund for the money i spent and addressed the issue with manage who claimed they can credit my account however he was making excused for misinforming me about the vehicle needing oil from the time of pick up

the current issue now is i paid a $150.00 deposit when picked up, i returned the vehicle on 10/27 and i am still waiting on $82.00 to be refunded to me and its been over a week...the lie, the unprofessionilism is all the same and this experience was not pleasing
Business Response
Date: 11/17/2022
Thank you for the opportunity to respond. Management has reached to the customer directly to resolve this concern. They said that the customer has happy with the resolution.
Initial Complaint
Date:11/07/2022
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.
On 10/3/2022 my husband and I rented a car, with the help of our insurance company ************* through Enterprise in **********, ** on ****************************************************************. Our rental number was 7R2BGL. The employee explained to us about damage waiver. We purchased the damage waiver from 10/3/22 til 10/7/22. We made it clear that we didn't want it after the first week. The employee explained to us that that was fine and if we wanted to renew the damage waiver that we would have to go into a physical location to get it renewed. She explained that if we didn't want it renewed that it would just drop off. She also explained that since we lived in ******* that we could renew it in the ******* store instead of having to drive to **********. We turned in the car on 11/2/2022 once our 30 days were up on our rental. We were given no receipt or anything, we were just told that we were good to go. Two days later we were charged $578.06 on our credit card. They told us that we owed them for the damage waiver coverage for 10/8/22-11/2/2022, even though we did not purchase it for past 10/7/2022. We've spoken to the manager and she is unwilling to refund us, even though we have papers saying we only purchased the waiver for 10/3/2022-10/7/2022, and the employee told us that it would drop off since we weren't signing up for that after 10/7/2022. We are of course upset because we have been mislead and now are being told that we have to pay it even thought our contract says 10/3/2022-10/7/2022. There was no damage to the car whatsoever and it was returned in the same shape it was picked up in.
Business Response
Date: 11/11/2022
Thank you for the opportunity to respond. Management contact the customer, and a refund has been processed for $461.17 for the damage waiver. A new receipt was sent to the customer.
Customer Answer
Date: 11/11/2022
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:11/05/2022
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.
On the 22nd of July, 2022, I rented a car from enterprise/national in Grand Rapids, Michigan. During my rental period, my windshield was cracked. I was told upon returning the vehicle, if I paid $250, I wouldn’t have to go through insurance and that would be it. I decided to pay that amount, and avoid the hassle of insurance. A few months later, I was contacted by ***** * *******, telling me I still owed $286, and if I didn’t pay it within a certain timeframe, it would be sent to collections. He sent me an email saying g that he would be happy to honor whatever was told to me, then proceeded to ignore my email response, leaving em no choice but to pay the amount to avoid it being sent to collections.
***** *** ******* Recovery specialist
Damage Recovery Unit ************ **** **** ************ *** **** *** ****** ****** ***** ** ********** **********************

**** **** ** *** ***** ******* ***** ***** **
Business Response
Date: 11/23/2022
Thank you for the opportunity to respond. Management has reached to both the customer and our Damage Recovery Unit to ensure this is resolved for the customer.
Customer Answer
Date: 12/05/2022
My complaint has not yet been resolved. I was told 3 weeks ago that I would be receiving a refund, and I am still waiting for it.
Business Response
Date: 12/09/2022
The management team has reviewed this and confirms that a refund was submitted in the amount of $286.33 for the claim on 11/23/2022.
Customer Answer
Date: 12/11/2022
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:11/04/2022
Type:Customer Service 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.
On August 22nd, I rented a Suv from Enterprise. When I called to make the reservation, I was told I would be getting a Tahoe, but they upgraded me to a luxury ***, 2020 Infiniti QX80. One of the male employees and myself did the walk around of the *** and I pointed out every single scratch and dent that was on the vehicle. He even paused and his exact words were, "I'm making sure I put everything down". And this was in regards to all the scratches and buffs that were on the front of the vehicle. So I signed the agreement. I didn't read what he had put down. I get in the *** and then head home to get my mother and daughter so we can head to ********* for a doctor's *********** the next day. We noticed a sensor going off when we exited the interstate to stop at a store to get gas. Didn't think much of it because I don't have a luxury *** like this. I hit a button on the screen and it turned off. This sensor went off the entire trip. I didn't call and ask them about it because they were already closed for the day. I returned the vehicle on Wednesday and stayed inside the store when another male employee went out to get the milage and gas. When he came back in he said that there was damage and immediately told him that all of those scratches were already there and he said that plastic was hanging from under the vehicle on the driver's side. I knew I didn't hit anything. **** went outside with a zip tie to see if she could zip tie the plastic back. I told her that a sensor went off the entire trip and she told me that was the stop and go sensor. I leave and call **** the next day and she tells me that the sensor going off was from an accident. I told her I never wrecked the vehicle. If I had wrecked the vehicle, I would have gotten a police report. She then tells me that they have to file a claim on it. They end up filing a claim on my insurance. This Enterprise is filing fraudulent claims and I told them that they could just take me to court because I wasn't paying.
Business (as entered)
Enterprise Rent-A-Car
********************
******************
Business Response
Date: 11/10/2022
We have reviewed the customers concerns. This matter was reviewed prior to this complaint and our decision was communicated to the customer. We have reviewed this again and attempted to contact the customer directly via phone call and email to discuss the matter and have not received a call back or response from the customer. We consider this matter resolved and handled.
Customer Answer
Date: 11/16/2022
Complaint: 18359534

I am rejecting this response because: it is not resolved. I spoke with ********************* and he said the damage is the under carriage of the said vehicle. He told me that no collision sensor would have went off. He even told me that I could have hit a log. He had maybe his boss send me pics. With the vehicle being a 2020, would a shop not be able to tell when the supposedly collision sensor went off as **** previously stated? Something more can be done. Someone else is at fault for this and they are trying to put it off on me.

Sincerely,

Summer ************
Business Response
Date: 11/22/2022
We have reviewed the customers concerns. This matter was reviewed prior to this complaint and our decision was communicated to the customer. We have reviewed this again and spoke to the customer and sent her pictures, and our decision was communicated again. We consider this matter resolved and handled.
Customer Answer
Date: 11/22/2022
Complaint: 18359534

I am rejecting this response because: Just because you send pictures and communicated with me doesn't mean that I agree with what your saying. From the first set of pictures and the actual invoice, the damage states more than just the under carriage like ***** claims. Furthermore, in his 15 years, he should know that I couldn't have ran over a log in the road without having a wreck. Again, your trying to make me pay for something I didn't do!!

Sincerely,

Summer ************
Initial Complaint
Date:11/04/2022
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 returned a vehicle in ** back in August. We had an incident where a person on a motor bike struck the driver's door of our rental and fled the scene. We filed a police report and Enterprise told us to keep the vehicle as it was drivable, and then we would resolve the issue upon turning in the vehicle.Upon returning the vehicle, the branch employee told us we either needed to file a claim with our insurance right then and there OR pay $350 on the spot and the issue would be settled permanently. I have no clue how they arrived at this number. But the damage seemed relatively minor. We were also told there was a good chance we would see a refund if the damage came in less than that. We repeatedly asked for clarification. We were assured there was nothing we had to do if we paid $350 to just settle the matter. To avoid the hassle, we paid $350.A month later, someone from the "damage recovery unit" calls to tell us we owe an additional $350+. We were shocked, and explained what we were told. We heard, "we don't know why they told you that." This is not acceptable. We asked to escalate the situation. The damage recovery unit employee (***********************), proceeds to give me three bad phone numbers over the course of a few weeks. Dead ends left and right where phone numbers don't work or reach anyone she named.Upon researching further, we contacted customer support hotline at **************. We have called this number FIVE times over the course of two months. Each time, a representative assures us this matter will be escalated and we will hear something back within 3-5 business days. And two months later, we are still waiting for a response. I have spoken to the branch manager where this issue occurred. He also said, "I don't know why he told you that." Why should we be penalized for such misinformation? These people deal with these things all day, every day. If this is not common practice, there is clearly a training issue. Someone from corporate needs to resolve.
Hollywood
1619 ***************
Hollywood, ** 90028
************
Rental agreement # 6VNHWP
Customer Answer
Date: 11/04/2022
Enterprise location:
Hollywood
1619 ***************
Hollywood, ** 90028
************
Rental agreement # 6VNHWP
Business Response
Date: 11/14/2022
Thank you for the opportunity to respond. Management attempted to reach to the customer by email, text, and voicemail but could not reach them. They choose to waive the difference from the damage and the $350 paid.
Customer Answer
Date: 11/14/2022
Better Business Bureau:

I received a text and a voicemail from someone named ****** with Enterprise. He asked I call back without mentioning the reason for his call. I responded within a couple of hours and I am not getting a response back from him via phone or text. I accept the offer but want it in writing and to also ensure they are removing a claim against my insurance. This company should be ashamed that someone should have to go to these lengths to resolve this issue.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, pending the above mentioned details/request.

Sincerely,

***********************************
Initial Complaint
Date:11/04/2022
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.
The issues started right from the beginning.First off, My insurance (The General) reserved me a rental (They cover $25 a day for a rental) at Enterprises ********** (******, **) location, where I was told they will have a vehicle there at **** hours on 11-3-22 and I would pay around $10.25 out of pocket. When I arrived they had zero vehicles available, they said their shipment was running late due to elderly drivers, then put me in a ****** Rogue that now costs me $12.50 a day out of pocket, and smells of marijuana, I absolutely had to have a vehicle to go home in or I wouldn't have taken this one either, as I had no other option. This is where the **************** location comes in. I called them on 11-3-22 at 3:22 pm and spent 11 mins 45 secs on the phone with someone from the branch that again, guaranteed me an economy car would be there on 11-4-22 at **** for me to rent, I waited in the parking lot for them to open when I went in to speak to the associate they had 0 recollection I even called, and told me there is absolutely no economy car to rent there, and blatantly ignored my complaint about the vehicle smelling of illegal substances. I called back in the attempt to figure this out better after I left and was hung up on while trying to explain, then spent another 10 minutes attempting to get a hold of someone else at the branch that would listen, and the most they did was put me on a list to wait for an economy rates vehicle. If I were to get pulled over in this vehicle, I would be subject to search and seizure immediately because of the suspicious odors coming from the car.The amount of time wasted, lies, miscommunication and non communication, and they still would not give any kind of compensation even though they themselves had told me there WOULD BE an economy car there to swap out the current one costing me $12.50 a day.
833 ******************************************** 44702
and
Enterprise Rent A Car
1338 ***********************************************************, 44663
Business Response
Date: 12/02/2022
Thank you for the opportunity to respond. Multiple attempts have been made to contact the customer. Management encourages the customer to reach back to them. They fully intend to discuss and take care of everything when the customer returns if they do not hear from them before then.
Customer Answer
Date: 12/02/2022
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:11/04/2022
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.
They were dishonest about charges and availability. The Service guy was rude at first meeting and attempting to tell me what i needed instead of listening to my concerns and needs. He gave the wrong price for what I eventually took. The vehicle screens and operations system had software issues that it was going blank and making noises and would not connect to phone which I needed for work. After returning car I attempted to let them know I returned the vehicle to close it out and was immediately put on hold for 45 minutes then came on and said he would be back in 2 minutes and even said my name as he recognized the number or voice. He never came back on as their office closed and they hung up . I called the next day and same male answered and then told me I owed more because he did not give the actual prices and explained what he said and ignored my complaint. I called the customer service line and file a complaint and no one called. I called several times to speak to a district manager and each time they created a new complaint and no one ever called. I got tiered of calling about it and I guess that's what their plan was to do in this situation to just exhaust the person she they would not have to deal with the issue. I would never rent from this location nor Enterprise at all because i feel cheated by them not honoring the prices I was quoted and ignoring my concerns and complaint to the complaint department
Enterprise Rent-A-Car
**************************************************br> BellaireTX, 77401
**************
Business Response
Date: 11/07/2022
Thank you for the opportunity to respond. This has been resolved. We called the customer, apologized, and offered a full refund. They were very satisfied with this result.
Initial Complaint
Date:11/03/2022
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.
I rented a vehicle between the 25th and 28th of October. I returned the car on the 28th at around 4 AM. I have contacted several agents who are not able to give me an invoice. No communication from the rental agency at the ************ airport. They have charged my federal government credit card and I need an invoice to complete the transaction.All I need is an invoice from enterprise. This is the only resolution I need.
Business Response
Date: 11/07/2022
Thank you for the opportunity to respond. This issue has been resolved with the customer. We needed to speak to the customer, because a receipt could not be provided due to an error. We called the customer when we were notified of this and explained that situation and the reason the receipt was not sent promptly. The customer has now been emailed the receipt.
Customer Answer
Date: 11/08/2022
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.

Sincerely,

***************************
Initial Complaint
Date:11/03/2022
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.
Luxury car rental on October 12, 2022 at *************************************************************** for 8 days. We paid for one week with points earned on previous rental. One additional day charges where placed tentatively on ***************** Just after pick up we ran into rain and noticed wipers were worn out completely. Called location and spoke to **************. Instructed to proceed to Tire Kingdom in ************************ as they have corporate account to cover cost. We were informed they no longer do business with Enterprise. ****** then said is there a Tire Kingdom, we proceeded to the St ****** location and spent well over an hour there and the counter person was unable to get into the system to direct bill Enterprise (without telling us what he was doing or having issue with) we then drove to AutoZone and purchased wiper blades on our **************** card for $*****. So we spent close to 3 hours of our trip just replacing wiper blades as heavy rain was beginning and expected through the ********** also. Vehicle service needed appeared upon cranking car up also. We ended up arriving extremely late evening for our first stop. We also noticed while driving that loud road noise was heard from passenger side back window and it was due to that window not setting properly allowing the wind noise. Upon return we asked for partial points refunded due to noise the entire time we were in the vehicle which was most all daytime hours daily riding the mountains looking at fall colors (point of the trip) Manager advised staff to w/o $72 owing on 1 day rental fee and give 2 free days rental for window noise issue. I went back in since no email received at all. I got nowhere in person to arrive at resolution and even left message for Area Manager- ******************************* with accounting ************ office as we are not satisfied. We finally got an email afterwards of 1 day free not two as promised. Retaliation maybe for complaining at all? We would like ***** refunded to Amex and all points back.
Business Response
Date: 11/07/2022
Thank you for the opportunity to respond. We have spoken with the customer and apologized for their experience. We will be sending the customer a full refund via check for their inconvenience. The customer was appreciative of the call and is satisfied with the resolution.
Customer Answer
Date: 11/07/2022
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,

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

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