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

4,296 total complaints in the last 3 years.
1,654 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:09/29/2022
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.
On June 4th 2022 my pickup truck was involved in an accident. My insurance company setup a pickup truck rental for me at enterprise. I called several locations tried to locate a pickup truck and they all said ******************* on *************, ********* ** has few. So I called Auto Mall location and I was told they dont have any, and they will be happy to get me into a smaller vehicle. but I needed a pick up truck for work. I told to call back end of the day they might have some returns. So I called about 4pm and they said no they dont have any but they will be happy to get me into a smaller vehicle. So I started calling around again and, again i was told Auto Mall location has few on hand. So I called Auto location again and they said no they dont any, but they will be happy to get me into a smaller vehicle. I asked to speak with the manager and I was told hes not available at the moment, But you can call back in the morning we might have some returns. So next day I called about 9am and asked if they have any pickup trucks. they said no. I asked for the manager, and again i was told hes in available, but they will be happy to get me into a smaller vehicle. So I said thank you and hung up the phone. I went online and made cash reservation for a pickup truck and then i called the branch and they confirmed they do have a truck. When I showed at the Auto Mall location I spoke with assistant manager *************************. When she pulled up my order with my phone number she said you have two orders with this phone numbers and she asked are you the one who has been calling since yesterday. I said yes. ****** asked why did you make the cash reservations when you already had one reservation sounding angry. I said you guys refused to give me a truck, and only reason im here is because my insurance company works with enterprise. Trust me i dont want to be here after the way I been treated here. After going back and forth with them they gave me a truck with ***** miles on it.
Business Response
Date: 10/10/2022
Thank you for the opportunity to respond. Management has made multiple calls and sent an email to the customer. We were able to make contact once, and he stated he was busy and might call back later. To date we have not heard back from him. Management encourages the customer to reach back should they have further concerns.
Customer Answer
Date: 10/12/2022
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,

***************************
Enterprise called when I was in middle of a situation. I asked for them to call me back. But I never heard back. This is what happened then I originally called this branch to reserve a truck. Plus, what can they do now to change how they treated me. Its too late now.
Initial Complaint
Date:09/28/2022
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 contacted the store after having a minor accident with the vehicle and the police officer informing me during my incident reporting that my tags were expired and there was no registration sticker on my vehicle. The manager ( *************************** was very unprofessional and extremely rude. He kept saying the vehicle was my responsibility and I still had to file my insurance claim. I was completely confused because I already filed a claim but was only calling to relay the information and wait for a solution as far as getting a new vehicle. I believe the manager assumed I was trying to get over and not file a claim which was not the case at all. I just wanted to ensure I wasn't driving around with expired plates.The manager then proceeded to state that it was impossible my plates were expired and that Enterprise wouldn't even allow an expired vehicle to be rented. He also stated if a police officer pulled me over, Enterprise would have to compensate me. Which I replied, I shouldn't have to wait for this to happen. I began to get upset because I had information directly from the police stating otherwise. He then stated I was getting upset when he was trying to provide a solution to which I replied I was upset because of how I was being spoken to and treated. I then told him I wasn't interested in doing business with them and would be contacting Enterprise Headquarters. I should have never been given this vehicle and feel I should be refunded for the amount of money I paid while operating a vehicle with expired plates.I will never use this place again and it is imperative this branch receives customer service training ASAP.
Business Response
Date: 10/06/2022
Thank you for the opportunity to respond. We have spoken to this customer and offered an apology as well as a refund. She was very receptive and appreciative of the call.
Customer Answer
Date: 10/07/2022
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:09/28/2022
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 was involved in a hit and run in July 2022 and the person responsible was caught and ordered to repair the damages on my car as well as cover the cost of a rental. On about July 15th I rented a car from this copany. All expenses were paid by ***************** (the insurance company covering the liabilities incurred) from the other party involved. When i went to pick up the rental, they offered me additional coverage which I declined as I did not want to pay anything out of pocket. They requested my card just " for incidentals" than proceeded to charge me $461.77 anyway, I disputed the charge with my credit card company, they temporarily credited me and then reversed the credit one month later because Enterprise tried charging me again. I vocally told the employee several times (a young colored lady) that I did not want anything additionally or out of pocket, and she told me not to worry. I'm sure there are cameras and video of our entire conversation that day. This is not right. She was not authorized to charge my card for anything, and they got paid all the rental fees through the insurance company. This is the worst company ever, trying to rob people blind.
Business Response
Date: 10/03/2022
Thank you for the opportunity to respond. Management has reached to the customer and a full refund was issued.
Initial Complaint
Date:09/28/2022
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.
This complaint involves my local Enterprise Car Rental location at 1 Ridge Road, Lyndhurst, NJ 07071.
Initially I tried to resolve it with them, but they refused to budge. I've been disputing this with my credit card company for over a year now. They have put me into collections, which has adversely affected my credit score. I will pursue this as far as I need to as this merchant is guilty of deceptive business practices, fraud and likely price gauging, as is indicated in the attached timeline. Additionally, this is not the first time that they attempted to grossly overcharge when renting a vehicle involving an insurance claim.
Business Response
Date: 10/10/2022
Thank you for the opportunity to respond. Management spoke to the customer in an attempt to clear up any misunderstanding. A refund was also processed for the customer in an attempt to resolve the situation.
Initial Complaint
Date:09/27/2022
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 16th I rented a vehicle due to my vehicle being at the Porsche dealership due to implications from a prior flood in the St Louis region. I was given four free days from a prior rental due to the fact that I was given a rental car that had bad breaks. And nothing was overall done during that time of rental to correct the situation.
The four free rental days that I received was for a large SUV the area that I live in which is the Swansea area did not have a large SUV so I went over to the St Louis Lambert airport location to obtain the SUV that was stated within the email that I was supposed to get for free.
Prior before me going up there I called the Enterprise number talk to two Representatives just to make sure that I would be able to utilize the email / voucher that was given to me for the free rental days of the large SUV, both Representatives stated that they were going to notate and both Representatives agreed that I should be fine with picking up at the St Louis Lambert Enterprise location.
When I got to the Lambert location I spoke to the manager on duty and he exclaimed to me that he wasn't able to honor the notation that was given by the representatives that I had just spoken to before I got over there mind you the drive is about a 30-minute drive I overall took a Uber which overall in this time an economy cost about $60 just to get there. The manager there stated that it probably would be able to be fixed at the location of return so he updated my reservation because I was a little bit late on picking up the vehicle and he was supposed to change the return to the Swansea location so that it can be fixed when I return.
I agreed with him I did not argue and I said okay fine no worries utilize the largest SUV for the days prior that were given to me. It is now September 27th and is showing as a posted amount of $774 and some change on my credit card I thought that this was overall taken care of because I did not see the hold anymore on my card.
Business Response
Date: 10/03/2022
Thank you for the opportunity to respond. The customer was originally offered four Free Days for a Large SUV out of the Swansee Enterprise location & was advised by the Area Manager this offer was only valid to be redeemed out of the same location. The customer created a same day reservation for a Large SUV at the STL Airport on 9/16 and when she arrived to pick up, she wanted to utilize this non-transferable offer at the Airport location. The Area Manager over the Swansee location has submitted a reimbursement check to this customer to cover the expense of the 4 days of rental and is in direct communication with the customer.
Customer Answer
Date: 10/04/2022
Complaint: ********

I am rejecting this response because: Due to the fact that, nobody has reached out to me regarding this situation. The area manager did not state I couldn't utilize the coupon until after I was in the rental for 3 days ,after I had called him to ask him about what he had previously stated to me about giving me points to my Enterprise plus account, by the way he never did not did he reach out to tell me anything regarding that situation. I have been a loyal customer for over 10 years never did I think I would have to tell grown individuals about communication skills ,such as email or a phone call. If I was to receive any type of notification about this situation regarding a check being disbursed. I wouldn't have had to get the BBB involved in the first place. I am requesting a Sr leader over the area manager due to him not doing his job properly. No calls ,emails Gmail have been sent my way regarding this matter. Along with further next steps.

**********

****** ****
Business Response
Date: 10/05/2022
Management spoke to this customer numerous times, most recently this week. When her initial concern came through, they reached out and asked how we could fix the problem. *** **** stated the branch waived the taxes on the rental but that was it. We asked if we could do anything further, and she requested free days of rental. We told her that was something we (Enterprise) could do. Management spoke with the branch to uncover why this became a concern, and they let management know they addressed *** ****’ concern and already gave her 4 free days as compensation. When they next spoke with *** ****, they explained the free days we could offer her were already given to her by the branch and that no further compensation would occur. She was very upset to not be receiving additional compensation but they explained what was offered to her was a very generous offer from the Swansea location. Her next concern was if she could use the discount/email from Swansea at another store and they explained it would need to be approved by that particular branch but certainly could be used at Swansea. She decided to get the rental still from Lambert despite being advised the free days likely could not be applied and was told so by staff at the time of pick up.

At this point, they decided to reimburse *** **** for the days. They told her she would be issued a check for $774.40 and confirmed her address with her. They did mention to *** **** that she is not on our DNR.
Initial Complaint
Date:09/27/2022
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 picked up a rental car and was told "it's on empty, so return it on empty." I did this and was then charged $13.01 for for 1.6 gallons of gas. I have requested a refund. I first heard back from the company on August 12th. I have followed up two other times and each time am told that they are forwarding my complaint. But there has been no resolution.
Customer Answer
Date: 09/27/2022
Hello, I picked up the car at the Enterprise location at 445 *********************, ***********, ** 90071.
I returned it to airport (***) but listed in ******** address in my original complaint because that's where the direction was given to return empty, and that's where the customer service team has directed my request for a refund (3x) with no reply.
Thank you,
*****
Business Response
Date: 10/04/2022
Thank you for the opportunity to respond. A refund for the stated amount was processed on the rental agreement 9/28/22. We apologize for any delay in getting this processed for the customer.
Customer Answer
Date: 10/04/2022
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. Thank you for your help!

Sincerely,

***********************
Initial Complaint
Date:09/27/2022
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.
We have a reservation through our insurance. We have tried multiple times to pick up the car and each time we are told they do not have the car. We have been told that we have to pay out of pocket because the reservation is a retail reservation (it isn't) and to top it all off I have been hung up on twice today by enterprise for trying to speak to someone in the escalations department. All I want is to pick up the vehicle that we have reserved.
Business Response
Date: 10/03/2022
Thank you for the opportunity to respond. The Area Manager for the branch contacted the customer and scheduled them for a rental on 9/28.
Initial Complaint
Date:09/27/2022
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.
My reservation YBVLGL was to pick the car from ****** Collision (BodyShop) on September 26 2022 at 8:15am. I called 3 times to confirm it. They told me everything was fine. I wait 40 minutes in ****** Collision and my reservation car never arrived. I called Enterprise *********** office and they told me they do not have enough driver. I have to wait for next available driver to pick me up from ****** collision to their office in ***********. I could not wait any longer so I called Lyft to take me to San *************** When I arrived they did not have the Compact car I choose in my reservation so they force me to choose a full car who is more expensive. I am very upset because they did not tell me in advance no car will be at ****** collision plus they gave me another car not listed in my original reservation. I work full time and I need a car for transportation.
Enterprise Rent a car
*****************
*********************
Business Response
Date: 11/14/2022
Thank you for the opportunity to respond. Here is the response from our Area Manager:
"Good morning,

My name is ************************* and I am the Area Manager of the ***************

I wanted to give an update on what has been done to correct the issue that ********************* has voiced from his most recent rental experience. He was charged $3.31/per day for sales tax on his rental while going through CSAA Insurance. He rented the vehicle for a total of 4 days. The total out of pocket cost for him came out to $13.25. He also spent $16.93 on a Lyft that was called from ****** Collision to Enterprise Rent A Car in *********** on 9/26/2022 . This came to a total of $30.18 that he has spent out of pocket for the full rental time. We called ************** on 11/9/2022 and left a voicemail for him that this refund has been processed, as he will receive a refund of $13.25 to his credit card. The additional amount of $16.93 will be emailed by check to his home residence on file as Enterprise will send this out on 11/10/22.

Thank you so much for your time and patience.

Best regards,

*************************
Area Manager-23CU
Enterprise Rent A-Car "
Initial Complaint
Date:09/26/2022
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 car at Bangor Airport in July 14, 2022. I returned the rental on July 23,2022. Enterprise Rentals charged me $2673.87 instead of the agreed upon $329. Why? They claim I dropped the car off in Birmingham AL instead of Bangor ME. They won’t call me back and since I have no “proof” other than my word and my boarding pass they denied my charge back. They never even investigated that there was not 1500+ miles put on the car (the distance between Bangor and Birmingham) while I had it. I did not drive to Birmingham— I flew to Charleston SC. They are costing me money, time and undue stress and aren’t even investigating their mistake!
Business Response
Date: 10/05/2022
Thank you for the opportunity to respond. The customer was refunded in an attempt to resolve the complaint.
Initial Complaint
Date:09/26/2022
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 car from *** on 9/16/22 and dropped off at ************* on 9/17/22. I was told it was a daily rate of $69 and change. They authorized my credit card for a random number which I assumed was appropriate since I was leaving in a vehicle not of my own. This transaction of taking the car was around 5PM on Friday. I returned the car around 11:30AM on Saturday (not even 24 hours). I then received a credit card charge for $472.96. I went into the ************* location and they said *** changed me for 3 days and I was charged a drop fee of $200 that was not disclosed to me. I have since tried calling to speak with a supervisor at *** and no one has gotten back to me. One reference number is ******** and the other is ********. I am extremely disappointed that I cannot handle this at the location I dropped the car off at and that there is no way to get a resolution from the *** location with a refund as the charge was not disclosed. I would like the extra days and the drop fee to be refunded. Rental agreement number is 7LLPSM
Business Response
Date: 10/03/2022
Thank you for the opportunity to respond. Management has reviewed the rental, and they completed a refund as a good faith gesture. They also emailed the customer to let them know what has been done. When reviewing the original reservation, it did show the drop fee, but because the ticket was prewritten before the customer arrived, this may have made it difficult for the customer to determine this amount that would be charged.
Customer Answer
Date: 10/03/2022
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,

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

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