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.
1,664 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:10/25/2022
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.
RA # 7S2VW5 My travel plans had to be modified due to a mechanical failure on a rental! ALTERNATOR 1. I could not travel on my planned date. to relocate my daughter for a job.2. Luggage and boxes had to be removed from 1st rental and replaced into a different rental. 3. I was charged for a "no show" reservation for a hotel room in ********, **. (Best Western) due to not being able to travel on a scheduled date. 4. I was told I would receive an adjustment due to the inconvenience (October 11,2022). Instead, I was charged the security deposit and did not receive a credit.5. Multiple emails and calls were made, no one has responded.6. Final receipt shows incorrect mileage, fees, and return location.On October 6, 2022 the van was driven from ****** to my home. This rental was never driven after that.On my scheduled day of travel, AAA was called due to the van not starting (October 11, 2022). It was found that the Alternator failed! A tow truck had to pick up the rental.Enterprise set-up an Uber to take me back to ****** to retrieve another Van. I was informed that I would receive a credit for the inconvenience on my final bill. I requested a receipt and was told I would see the adjustment on my final bill.When I received the final statement from Enterprise, not only did I not receive a credit, I was charged the security deposit ($1426.69).I was unable to use the rented vehicle for the scheduled dates due to the Alternator failing. This caused a delay and adjustment in scheduled plans.I constantly called Enterprise on October 13, 2022 and October 14, 2022. When I continually called ************** I was told I needed to call the original **************************** however, NO ONE ever answered the calls. I also called Brookhaven and spoke with *** who informed me I needed to speak with Midway. Multiple emails were sent 10/13/22, 10/14/22 , 10/23/22, 10/24/22 and 10/25/22.No response has ever been received from Enterprise.
Business Response
Date: 11/14/2022
Thank you for the opportunity to respond. In an attempt to resolve this complaint, a refund has been processed in the amount of $553.31, and a new copy of the invoice was sent to the customer.
Customer Answer
Date: 11/14/2022
Complaint: 18311148

I am rejecting this response because: I received an invoice dated 11/14/2022 with a refund indicating a refund of $553.31 and $15.79.
No refund has been credited to my credit card.

Sincerely,

*******************
Customer Answer
Date: 12/07/2022
Consumer received refund of $553.31
Initial Complaint
Date:10/24/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reseverd a rental vehicle with Enterprise through a concierge service that is available with my employer. This reservation was made using a Trinity ****** Corporate discount program offered by Enterprise. The reservation was made on August 12, 2022 for the pickup date of October 14, 2022. At 5:00 PM Eastern Standard time on October 13, 2022, Enterprise office in ********, ** called me to confirm the reservation and pickup time of 12 noon on the following day October 14. I confirmed this time, and was instructed to bring my employee ID badge for verification of the corporate discount program. I was asked if this rental was for personal or business use and I confirmed truthfully that it was a week rental for a family vacation. At the time of reservation the purpose of use was never a factor in corporate account pricing. The ******** Enterprise branch manager told me that the Enterprise **************** had changed this policy 2 weeks prior to October 14 and they no longer honored the Corporate Discount for personal travel even though my reservation had been made August 12. The price for my rental had changed from 432.17$ to just over 1,100$. I recieved this call 19 hours before I was due to pick up the vehicle. With this very short time span and huge price increase it effectively ruined my family vacation that had been planned and expected for over 2 months. I have included this documentation of my rental agreement. The issue of my complaint is not just the severe money increase, but also the 19 hour notice time, and the fact the reservation had been made over 2 months in advance. We were not left with any time to persue a different option. I feel these actions of Enterprise were deplorable enough to warrant a Better Business Bureau Complaint. Thank you for your time.-***************************** ************************************************************** ************
3062 ********
************ 49441
Business Response
Date: 11/03/2022
Thank you for the opportunity to respond. Here is the response from our Area Manager who reached to the customer:
"I was able to make contact with ******************** in regards to this BBB complaint. Unfortunately, he cancelled his entire trip and did not rent a vehicle. Given this, I was unable to provide a billing adjustment as a resolution. However, after speaking with ********************, it is apparent that he understands what happened and appreciates the follow up as he said it was not expected. I let him know that this situation is not a reflection of our employees, service or brand and that we would love the opportunity to make it up to him in the future. As of right now, he does not have any additional travel plans or any needs for a rental. I emailed him directly with my contact info so that I will be able to assist him with reserving a vehicle and getting a discount once he is able to reschedule his trip. He was thankful for the call and the offer to help him on his next rental. "
Customer Answer
Date: 11/03/2022
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:10/24/2022
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.
In May/22 I reserved a van for pick up June 2, return June 6 from enterprise, brook **** rd, *********. Agent called Tuesday, May 31 to confirm reservation and assured me car would be ready. June 2 went to get car and told they did not have van. We had 6 people going to ******** for family wedding. They scrambled to find car, gave us car that was very dirty inside and out and was not serviced. We took because were in bind. Left ********* Friday morning 6-3 and about 6 hours into trip smelled burning smell, stopped and checked, saw leaked oil around oil valve. Drove to **********, ** and checked car, hardly any oil. Called enterprise to inform the situation, many calls and different agents. Told us they would bring replacement car to us and swap the cars but was not true. Late Saturday night agent arranged for car to drive us to ********, ** to get replacement car which was hour away and said van was available. We had to file a report to have the car towed from the wedding location. Then we got the replacement car. Tow came around noon on Sunday, 6-5 and took car away, no idea where it was taken. Very stressful , ruined the family weekend. My son and daughter in law drove back with friends from ************ who went out of their way because replacement car was for 4 people. Replacement car was returned Monday am, 6-6, told agent what happened and got,,,,,sorry. 2 months later, august, started getting emails from damage recovery we damaged the first car. Called 3 times and was told they did not see claim. There was a charge to clean toxic waste, huh?? That raised red flags. About week of these emails and then stopped. Now oct 19 started up again. Enterprise claim, #********, $687.58 from *****************************, ********************** we did not damage this car, I do not know where it went when the frat bed tow truck took it.. please help!
Business Response
Date: 11/15/2022
Thank you for the opportunity to respond. Area manager spoke with the customer by email on November 3rd to resolve this directly with them.
Customer Answer
Date: 11/15/2022
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.

Sincerely,

***************************
Initial Complaint
Date:10/24/2022
Type:Customer Service 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 made a reservation for a rental car on October 22 for October 24 then cancelled it due to the time. Then I made another reservation on October 24 for another time. I received my confirmation email at 8:26 am. Then at 8:36 am, I received a phone call at enterprise saying that they don't have any cars available and they won't have cars available until Thursday. I am not understanding why their system would have available cars on their site and they don't have cars available. I would like compensation for my inconvenience because of their last minute notification of not having cars.

Thank you for your reservation.
Your confirmation number is **********.

Pick-Up Details

Location ******
Date & Time
Monday, October 24, 2022 @ 9:30 AM
Address
**** * ******** *** ** ******* ** *****
Phone
+* ************
Hours
Monday: 7:30 AM - 6:00 PM

Return Details

Location
****** Date & Time
Saturday, October 29, 2022 @ 2:00 PM
Address
**** * ******** *** ** ******* ** ***** Phone ** ************ Hours
Saturday: 9:00 AM - 2:00 PM
Business Response
Date: 11/03/2022
Thank you for the opportunity to respond. Management has attempted to reach out multiple teams but has been unable to make contact. They encourage the customer to reach back if they would like to discuss the matter further.
Initial Complaint
Date:10/23/2022
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.
Reservation Number ******
Renter ***** ***** Location: Sevierville TN

I rented a Chevrolet Spark that was poorly maintained and possibly not maintained at all. I have rented from Enterprise several times in the past without problems. This time was horrendous. The oil cap was not tightened and oil went everywhere under the hood. I called roadside assistance at Enterprise and told me basically there wasn’t anything to been done due to after hours and distance from a branch location. I told the rep that I had to clean the engine cover and the hoses with engine cleaner and a lot of shop towels that I purchase. I used my own oil to put back in the car. I didn’t feel safe but had no other alternative due to the way the rep presented himself with my concerns. Upon returning the car, I showed the customer service rep that checked the car back in of the mess. I literally told her (New Albany IN branch) to observe the mess once I opened the hood. She was basically like “wow.” She said nothing could be done because I rented it at another location. I have pictures of every angle of under the hood and a video of the car smoking from the oil that was spilled causing the car to smoke. I overlooked the fact that the car was just under a quarter tank of fuel when picking it up. The way no one cared to address my concerns is astounding. I didn’t deserve the treatment.
Business Response
Date: 10/28/2022
Thank you for the opportunity to respond. We have reviewed the customers concerns. The matter has been resolved directly with the customer and we consider the matter resolved.
Customer Answer
Date: 10/28/2022
Complaint: ********

I am rejecting this response because:

No such response was made to me. There has been no resolution. The business rented out a car that was NOT safe and had mechanical issues. I have provided photos and I have video. I have documented calls to various customer service reps and provided no resolution. I was informed of a $17 refund which is a slap in the face for the trouble I had with the rental. I will pursue this complaint further with legal action if it is necessary.

Sincerely, ***** *****
Business Response
Date: 11/03/2022
We have attempted to contact the customer directly via phone calls and email to discuss the matter and have not received a call back or response from the customer. This matter was reviewed by our office and a resolution has been offered to the customer via voicemail message. We consider this matter resolved and handled.
Initial Complaint
Date:10/23/2022
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.
On October 2 I rented a vehicle from Enterprise at the Newcastle UK location at the Airport and parked vehicle at hotel I was staying, the hotel required me to pay a parking fee nd register the vehicle. I did this. the hotel cited Enterprise because I they lied to them saying I did not pay the parking fee and Enterprise charged me an administrative fee of $40. They have no right to charge me for a violation that never occurred. The parent company is located in St. Louis
Business Response
Date: 01/25/2023
Thank you for the opportunity to respond. Management has worked to get the customer in contact with our traffic violations team in the UK to review the charges further and resolve the situation.
Initial Complaint
Date:10/21/2022
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 was in a vehicle accident on 9/18/2022. My insurance company/agent ***************************, ********************* put me in touch with Enterprise of ******** *********************************************** on 9/22/2022 via 3 way call conversation. The conversation was led by the insurance agent, explained the situation and that my coverage covered a rental for 30 days. Enteprise of ******** had a car immediately, I was able to drop my car off at the autobody shop and an Enterprise employee would pick me up that same day. The Enterprise employee, Myteinberg Instervil picked me up, brought me to the Enterprise location to complete the vehicle pick up. While there, ****** stated, "Oh, so you recently got into an accident, yea you don't want anything happening to this car, we offer daily insurance for $25.00 a day. It gives customers piece of mind when in one of our vehicles. If anything were to happen you're covered." This was my first time renting a car due to an accident, I'm not familiar with the process. I opted in. Although Enterprise had pamphlets inside the car stating a clean car guarantee, when I got home with the car, I noticed crumbs, water bottles, masks under the driver seat. A gum stain on the passenger side floor mat as well as stains on the back seat of the vehicle. I e-mailed Mytein immediately with this information and photos. On 10/7/2022 ********* from Enterprise of ******** called to tell me my return date was 10/19/2022 and that I had a balance. I paid the balance, reminded her of my disappointment with the cleanliness of the vehicle, notified her of a crack in the windshield and that the inspection sticker was expired. On 10/19 I called Progressive about returning the vehicle, the agent was appalled at my experience and that Enterprise pressured me into the daily insurance knowing I was covered by my insurance. I called enterprise requesting to speak with a manager however a manager wouldn't speak with me. They took advantage of me and didn't recity anything
Business Response
Date: 11/09/2022
Thank you for the opportunity to respond. This customer has been contacted and a resolution has been reached. A partial refund of the damage waiver has been processed to the customer. She is satisfied with the outcome and will be back again soon to rent from Enterprise.
Customer Answer
Date: 11/09/2022
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:10/21/2022
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.
On August 2, 2022, I scheduled/reserved to get a Premium SUV (Chevy Suburban or similar) for October 21, 2022 until October 31, 2022. On October 20, 2022, I modified to get the vehicle that day after I was told it was available. Upon arrival to the Red Bank, NJ location, I was told the vehicle was not available and may be available on Friday, October 21, 2022 by noon time. On Friday, October 21, 2022, I was told the vehicle was not available and may be available after 3pm today. I spent hours on the phone with customer service trying to find a resolution as my family and I are leaving for vacation and this is now delaying it and costing me more money.
Business Response
Date: 10/28/2022
Thank you for the opportunity to respond. Management spoke directly to the customer to ensure that everything was resolved.
Initial Complaint
Date:10/20/2022
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 made a reservation, **********, for a full size car using my company account. Once I got the branch day off, they told me they didn’t have any cars available in the size I booked. This is the second time this location has lied and tried to cheat me out of the vehicle I reserved. Extremely unprofessional and the second trip I have missed due to bad business done by Enterprise. I believe they are trying to avoid honoring my discounted rental rates. Will also be reporting to corporation I work for. Still waiting to hear back from area manager. Out hundreds of dollars on reservations out of town. Completely unacceptable!
Customer Answer
Date: 10/24/2022
1711 S GA Hwy 138 SE Ste D, Conyers, GA 30013
Business Response
Date: 10/27/2022
Thank you for the opportunity to respond. Management from the area reached to the customer to resolve the situation directly last week.
Initial Complaint
Date:10/20/2022
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.
My car was hit by another car, insured by ********. The other car admitted to the police that it was their fault. I was given a number to call to file a claim, which I did. ******** claims asked me to go to their accredited vendors to have the car repaired and to rent a car..that car leasing company was Enterprise ******** ****** **. Enterprise gave me a medium compact car to drive in spite of the fact I was driving an SUV. They also asked for a $50 deposit, which, I thought was very odd? The repair shop initially told me that the repairs would take 2-3 days, which is what I told the leasing agent. Unfortunately, the repairs took 9-10 days despite the fact the repair person said they had all the parts on hand. When I took the rental car back the leasing agent said they would contact ******** and if there a problem they would contact me. On October 11, I received a voice message from ******** giving me advance notice that ******** told them that they were to bill me and I would have to apply for reimbursement for all or 'part' of the rental. I immediately called ******** claims and spoke to a claims agent who told me they would contact the leasing office and have them bill ******** directly. I then called Enterprise office and told them NOT to bill me. The next day I received a message from ******** telling me they had called Enterprise to have them 'bill' them...but were told that they (Enterprise) had already billed my account. I then called the Enterprise leasing office and spoke to an agent who informed me that ******** told them to bill me. I then reiterated to them that I was the victim of the accident and that they certainly had more money than I. I then asked the agent how much did they bill my account. Which, included the $50 deposit a total of just short of $300. I asked the agent to email me a copy of the bill. Enterprise Leasing did NOT email the bill to me. I had to go to the Enterprise website for them to send me a bill.
Business Response
Date: 10/21/2022
Thank you for the opportunity to respond. Management spoke with both the adjustor and customer care from the insurer. They were setting up a direct deposit to fully reimburse the customer. ************** attempted to reach directly to the customer to inform them and discuss the situation but could not reach them directly. If they have any further questions or concerns, we encourage the customer to reach back to that member of management, and they would be happy to assist.

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