Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

This business is NOT BBB Accredited.

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Important information

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

Complaints

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

Customer Complaints Summary

4,307 total complaints in the last 3 years.
1,662 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:10/12/2022
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.
During the period I rented a car from Enterprise, I received a parking citation from the City of Chicago, and that parking citation was later dismissed after I contested it with proof that the citation was illegitimate. Enterprise charged my credit card a $25.00 "administrative fee" for receiving the citation. I contacted Enterprise to request a refund for the $25.00 fee due to the citation being dismissed. I also provided proof of the citation's dismissal and informed that this information (the citation's status) is also able to be found on the **** ** ********* website using the citation #. Enterprise has refused to refund the $25.00 fee. Enterprise has refused to research the status of the ticket directly with the **** ** ******* or contact the **** ** ******* for further information. Enterprise only offered to wave this fee as a one-time courtesy; however, I declined that option because that would prevent me from having that courtesy in the future. My stance is that the fee should be refunded on the grounds that the **** ** ******* dismissed the citation with which this $25.00 fee is associated.
**** ** ******* ********* ********** *****************************************
Business Response
Date: 10/17/2022
Thank you for the opportunity to respond. The citation has been reviewed, and they have verified that the it was dismissed. A refund has been issued back to the customer, and an apology email was sent related to the situation.
Initial Complaint
Date:10/12/2022
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 entered into a rental agreement with enterprise August 1st 2022, I returned that rental October 5th 2022. When I picked up my rental I told them I would have it for at least 2 months, I was told the rental rate was $1300 a month and $95 per day. Mid September I was called and told I needed to bring the vehicle in for a recertification because they are not supposed to rent the vehicle out longer than 30 days at a time which I was not told at the pickup. They restarted my rental and charged me for a month and a half. This was 9/17 that the new rental started. I turned the vehicle in 10/05 and they charged me for another full month. Charges are now totaling $4215 which is a lot more than the $1300 per month I was quoted. Even with taxes and fees and a refueling charge it should not equal that much. I had the rental for a total of 2 months and 4 days they are claiming they had to break it up like that on paper because it's their policy which is ridiculous they're just trying to get away with charging me more than I was originally quotes. Had they told me about the recertification when I picked up the vehicle I could have brought it in at the 1 month **** but they didn't mention it to me until I had already had the vehicle a month and a half. All I want is to be charged the fair and quotes amount.
Enterprise rent a car
**************************************************************************
**********
Business Response
Date: 10/24/2022
Thank you for the opportunity to respond. Management spoke with **************** to discuss her rental. We discussed the process we have for renewing contracts, and how that effects their monthly rate. After the discussion management agreed to honor a monthly rate for her combined rentals. This resulted in a refund of the customer of: $685.95. **************** agreed with the resolution, and management has emailed her a new invoice reflecting the new total along with their personal contact information in case she has any additional questions or rental needs.
Initial Complaint
Date:10/12/2022
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 September 9th, 2022 I was rented a car rental through my car insurance because my car is being repaired in the shop. The car insurance covers $40/day in car rentals. The guy who rented me the car at the ****************************** location told my insurance representative that called to get all the payment information settled out that I told them I wanted a better car than the original car I was going to be given, and that I'd pay the difference out of pocket. That is not true what so ever my sister was there with me at the time of picking up the car. They also had her put a $100 deposit to release the car to me and then the insurance was going to send the payment to cover the car at $40/day. Sadly being that they gave me the *** that was over $40/day they charged my sister's card a week for the car rental and tried to charge two additional charges even after being told they couldn't keep that card on file being that it was my sister's card. Now that they gave me a more expensive car they used up the car rental coverage that was with my insurance package so now I will have no car while my car is still being repaired. All around disappointed in the service of this store.
Enterprise Rent-a-car
****************
MansfieldTX, 76063
Business Response
Date: 11/03/2022
Thank you for the opportunity to respond. The contract has been adjusted to take care of the situation for the customer. They were refunded the entire amount of the difference paid into the rental.
Initial Complaint
Date:10/12/2022
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 9-30 I rented a car from enterprise and picked it up at *************originally I was going to return the vehicle to ************. When the car was picked up, I changed it to *********. I was assured that there would be no problem and everything was set to drop the vehicle off in ******On 10-5 I dropped the vehicle off at *************. At that time, I was told **** would e-mail me a copy of the statement of charges. On Saturday after arriving home, I checked my bank account. To my dismay, not only had I had an additional charge, but the charge was $1157.82.I contacted enterprise about this. I was told that the additional charge was because it was the drop off charge for the vehicle was because the demand for rentals was so high. I stated that I was unhappy with this. The person I spoke with stated a regional manager would contact me within 48 hours.As of this moment, no one has called.I contacted enterprise again today. I was able to attain a copy of the bill showing the additional charge to me. However, it doesnt tell me why the charge was made. When queried, I was told the drop off change did not go through. Therefore I was charged for an unauthorized drop off at ******Two different contacts, two different stories.
Business Response
Date: 10/27/2022
Thank you for the opportunity to respond. The ticket was updated, and the customer was issued a refund on 10/20 for $885.45.
Initial Complaint
Date:10/12/2022
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.
Reservation #**********; reference #********. Rented a vehicle from 22 Sept 2022 to 25 Sept 2022 out of *** *************. A ********** Outlander. Day 2 of rental vehicle died. Roadside assistance jumped it. Drove around for a while, parked, came back to car..again completely dead. Called roadside again, didnt feel safe driving this car anymore. Roadside offered to tow the vehicle, but said there were no vehicles available where we were (********, **). Said we would have to Uber to ***********, ** for a replacement. My sister called ********************* Enterprise and they did have a car, contrary to what they said. I (we) were going in circles with roadside assistance in an attempt to have the car towed and them to provide us with a replacement vehicle instead of the lemon we were rented. Finally got towing set up and, yes, an Uber to the local Enterprise. Given a car very quickly when we arrived at Enterprise ********. New car was a ****** Versa. A downgrade. A useable vehicle, not the best condition. Apparently scraping the barrel for vehicles at this point.We returned the vehicle on 25 Sept 2022. We spoke with the Branch Rental Manager ( *******************), told him our story. He was quite apologetic and vowed he would make sure the charges for the vehicle would be dropped for our troubles. That didnt happen. Charged the full amount ($483.07).We have been refunded the Roadside charges of $64.93. Leaving a final of $418.14.I have chatted a couple of times with Enterprise and have been expecting a call back and some better resolution to no avail. My last chat I was offered a measly $40 more refund. Not acceptable for the twice dead vehicle, the downgrade, and the time and anguish gone through. Any assistance on your part would be greatly appreciated.This is not the usual rental experience nor customer service experience I have with **********************. Usually a great experience Thank you.
Business Response
Date: 10/12/2022
Thank you for the opportunity to respond. Management is processing a full refund on the rental and reaching to the customer to make them aware in an effort to resolve this complaint.
Customer Answer
Date: 10/13/2022
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:10/12/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had rented a car for a trip I was taking to *******, ** from this branch. About 15 minutes before I was going to pick up the rental, the store called and told me they had to close due to an "emergency situation" at a store near by. Not knowing what the situation was, I completely understood. They gave me the number of other branches to call. They told me they were also letting the district manager know so they can make sure all branches are aware and that they can work with us. The representative that called also said if any issues we could call back to the number he was calling from. For the next ***** minutes, I was calling other branches because we were told they would work with us, but nobody had any cars available. So we tried to call back to the branch and the rep that called us but nobody answered. At this point, we had to cancel our trip because we had no vehicle to take. We get things happen, however, the issue we have is that Enterprise is the ONLY business in that plaza that closed because of the "emergency situation." Even the karate studio next door stayed open that had kids coming in and out.Not only were we unable to get the rental, but they also took my Enterprise Plus points I used to book the rental even though I never got my rental vehicle. I did file a complaint with them on September 3, 2022 with ****************************** They kept assuring me my complaint was being forwarded to the Regional Mgmt team. To this date, I have still never received a response and I am still out my points. I exchanged multiple emails and they kept assuring me someone would contact me but nothing.
Customer Answer
Date: 10/12/2022
The address for the rental location is ********************************************************************************* 22406
Business Response
Date: 10/24/2022
Thank you for the opportunity to respond. The issue has been resolved. We compensated Mr. **************;for the lost days.
Customer Answer
Date: 10/24/2022
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:10/12/2022
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 am being framed by the manager of this branch of enterprise about a damage that I don't know anything about. I caught a flat tire on a sunny Thursday 7/28/2022 afternoon while driving in their rental car and was told that if I came to one of their branches I could get a replacement vehicle and get back on the road if only I could change the tire to a spare by myself. I complied in good faith but on getting to the location they were over booked, no vehicles in sight and all of a sudden the assistant manager comes out scrutinizing the vehicle asking me to bring out the spare tire, then proceeding to claim that there is an unrecorded damage to the undercarriage of the car. The car was never inspected on the day I picked it up because it was raining heavily. Now they want $1900 from me for something I don't know about. From the pictures they took, it's almost impossible to even see what damage they're talking about. It seems like a setup to me
Rental Agreement# : 6VXT04
Business Response
Date: 10/24/2022
Thank you for the opportunity to respond. This matter has been resolved and closed to the customers satisfaction.
Customer Answer
Date: 10/25/2022
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:10/11/2022
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 June 2, 2022, I was involved in a motor vehicle accident in Reading, **. The other driver involved was found to be 100% at fault for the accident. While my vehicle was being repaired, I obtained a rental vehicle (Rental Agreement #6PHX1Y) from Enterprise Rent-A-Car (Enterprise) in *********, **, from June 9,2022 - June 30,2022. My insurance company, ****************, worked directly with Enterprise in Wakefield to set up the appropriate billing and coverage for my rental. However, I was charged $584.40 by Enterprise for unnecessary insurance coverage, which **************** already had me covered for. Between August 19, 2022, and October 11, 2022, I placed seven (7) phone calls to Enterprises customer service line *************). I spoke with seven (7) different customer service representatives, each of whom sympathized with my situation and indicated that they would submit a request for a Manager or *************** to contact me. To date, I have yet to receive any calls from Enterprise Rental to aid in rectifying the matter. I am requesting any assistance that the **** may be able to provide in expediting the return of the balance that I am currently out of pocket for, which is $584.40. Thank you!
Business Response
Date: 10/21/2022
Thank you for the opportunity to respond. This customer has been contacted and a refund for his out pocket expense is being processed.
Customer Answer
Date: 10/28/2022
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:10/11/2022
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.
Reservation **** ****** Booked this reservation as my vehicle had a small rear end accident and it messed up my car’s sensors. My insurance then set up a rental reservation.I then was charged for protection on vehicle when I already have insurance. On Wednesday 10/06 I get a call from my insurance that my vehicle is ready, I am in las cruces as I work as a Correctional officer. Later that day I get a call from the branch manger, Really Rude and unprofessional. She then states she is going to report the car stolen as there was a balance. I let her know I will be returning the car that day and my insurance will be paying it. She started being really belligerent and I ask for her manger about her she the states “ I RUN THIS SH***” and then proceeded to state “Look ima be real with u what time will u return the car “ I said I am in las cruces I don’t know I am on my way there. And tell her u will have the vehicle before u all close, she then stated she will proceed with other actions. I took that as a threat for my safety. I call a different branch to ask if i can drop it off there and they said yes I took the car back at 1:00 Pm 10/06. To a different location as I feared for my safety! I want my refund for the full amount back into my card. And the invoice be sent to my address.
Business Response
Date: 10/12/2022
Thank your for the opportunity to respond. Management has attempted to call the customer, and the call was rejected. They also attempted to email the customer to see if they can assist further, but they have not received a response. The rental in question was booked as a customer pay rental, not an insurance rental as stated. Location management states that the stated language was not used with the customer, and they remained professional when they called in reference to the vehicle. Management encourages the customer to reach out if they have additional questions or concerns at the contact information provided. They would be more than willing to discuss the situation further.
Initial Complaint
Date:10/11/2022
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 had a rental through my insurance company while some damages were being repaired to my vehicle. While in the rental the vehicle was totaled by no fault of my own. She was cited and her insurance admitted fault immediately. Enterprise added the $500 for my deductible almost a month later after it had been pending and then removed. They were aware of the accident immediately, I had gotten them the police report showing liability, and had kept in contact with them throughout the entire process. A month after the accident when they added it back to my card I found out that Enterprise never called her insurance to verify liability, they simply charged me for it. I have literally called them 11 times and have spent hours on the phone attempting to get this resolved. Last week the woman finally called and verified liability and promised me my money back. I still do not have it back. Calling them does nothing.
Customer Answer
Date: 10/11/2022
**********************
13424 ******************
*****, ** 33612-2637
**************
Business Response
Date: 10/21/2022
Thank you for the opportunity to respond. Management was able to confirm that the liability was assigned, and the $500 deductible was refunded back to the customer.
Customer Answer
Date: 10/24/2022
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.