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Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Important information

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

Complaints

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

Find a Location

Enterprise Rent-A-Car has 2292 locations, listed below.

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

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    Customer Complaints Summary

    • 4,297 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/16/2022

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

      Two weeks in a row I booked a car rental, and received a confirmation, only to be told on the day of pickup that there are no vehicles available.
      Enterprises business tactics are atrocious. And I do believe they are racial and biased.
      Prior to these two weekends. I booked a reservation through my bank **** ******* *** *********** with no problems. Now, by my going to their website I’m able to book a
      reservation but on the day of pickup I get a
      call saying there are no cars available. One
      weekend I did not receive a call. I was given
      the news of no cars after I arrived and spent
      money on ****.
      There business practices are terrible. I truly believe their practices are bias and should be investigated as such.
      Sincerely
      Ms. ***** 

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

      Business Response

      Date: 01/13/2023

      Thank you for the opportunity to respond.  Management worked on explaining the situation and refunding fees to the customer. 

    • Initial Complaint

      Date:09/16/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We had booked the vehicle July 11 through the Enterprise on-line booking platform. We received the confirmation email (attached) showing that the everything was received properly. We then received a text message on Tuesday August 9th to confirm the vehicle / date and to check in. After this was done we received an email with a Ready Pass that would save the paperwork and time at pickup. When we were at the airport the morning of August 11th I thought it would be wise to confirm the vehicle would be ready for us when we landed. It was at that point when the enterprise staff told us they did not have a vehicle for us and they didnt know when they would get one. When we asked what the plan was to rectify this we were met with some concerning responses. They didnt know when any vehicles were scheduled to be delivered, they said there were 30 other people also waiting for vehicles, they said corporate office already told them they were not getting any vehicles. It started to seem that I was getting the run around. The conversation was ended with the promise that they would work on a plan and when we landed they would have something figured out.An hour and a half later our plane landed in ******* at 11:45am. (45 mins before we were scheduled to pick up our vehicle) I called Enterprise at **************** to follow up from our previous conversation. They again answered with we have no cars and do not know when we will get a vehicle for you. I again asked what the plan was for fixing this issue. They explained that there were logistic issues and they were having trouble getting vehicles for everyone. The problems that enterprise were having were not my issue and the fact that there was not contingency plan in place was very ffrustrating. We flew across the country to spend some time in ******* and have a very tight timeline to fit in all the things we had planned. The first thing on our schedule starting that night and we needed a vehicle to make it all work......more

      Business Response

      Date: 09/23/2022

      Thank you for the opportunity to respond.  Management spoke with the customer and apologized for the inconvenience that this caused him and his wife.  They let the customer know that they want to make this right and offered a couple free days and an upgrade on his next rental with us.  They gave them direct contact information so that he can use this offer when he is ready.  

      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.

      Sincerely,

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

    • Initial Complaint

      Date:09/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sat, Sep 3, 2022
      Rental Car would not start on ***** ***** **** closed at 10 pm.
      Instructed to get taxi on my own for reimbursement
      I paid $322.30 for 70 mile trip.
      Enterprise refuses to reimburse me, discuss or resolve this
      Multiple phone calls to Rental Office place me on 30-minute holds to tell me manager is unavailable, not present, or has no answers.
      Statements that regional manager will call me are not fulfilled.
      Rental Office states it has NO phone number for regional manager.
      Phone number provided for corporate office is out of order.
      There is no working Phone Number available on internet search for Regional Office or Corporate Office or anyone affiliated with Enterprise who will take accountability to resolve this.
      Enterprise Rental Agreement ** ******

      Business Response

      Date: 12/29/2022

      Thank you for the opportunity to respond.  Management spoke with the customer and agreed to send a check for the charges.  They have confirmed that the check has been sent. 

      Customer Answer

      Date: 12/29/2022

      Complaint: ********



      I am rejecting this response because:



      Regional Manager offered and agreed to Rental Car Voucher for this nightmare of an experience (which continued with delays in sending check), which agreement was reneged.

      Absolutely no customer care by this company, whose business I did not choose, but to which I was directed by insurance company.



      Sincerely,



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

    • Initial Complaint

      Date:09/15/2022

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

      We reserved a suv rental at the Upper Marlboro location and was told the vehicle would be ready for us the next day. We arranged a ride to enterprise rental and when we called to confirm the vehicle was ready, we were told that they rented the vehicle to someone else and that they didn’t have any vehicles.
      When we called customer service to let them know what happened, we were told that upper management would contact us right away to resolve the issue. We still haven’t received any calls from anyone to ask what happened and to possibly help us. We called enterprise customer service three times, once each day and was told someone from upper management would contact us to address our situation.
      As of this BBB complaint, we still don’t have a rental vehicle and Enterprise rental hasn’t reached out to us to even address the issue.
      We have used Enterprise in the past, and never had this problem. We did notice under other reviews that there are others that have experienced the same thing.

      5301 Crain Hwy, Upper Marlboro, MD 20772

      Business Response

      Date: 10/26/2022

      Thank you for the opportunity to respond.  Management spoke with the customer to resolve the situation.  A percentage off a future rental has been offered to the customer in an attempt to resolve this. 

    • Initial Complaint

      Date:09/15/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I rented a car from Enterprise on 03/25/2022 through my insurance company . I was told by my insurance company
      that I did not need to pay for additional insurance or sign anything; all I needed to do was pick the rental up and pay a
      $50 refundable deposit. On 03/25/2022 I picked up the car rental and paid the deposit as instructed. The following day

      Created on: 2022-08-31 18:13:14

      03/26/2022 I noticed I was charged for more than the $50 deposit. I immediately contacted Enterprise and spoke with
      the branch manager. I was told that I signed for insurance and I had to keep it unless I went into Enterprise to remove
      the insurance. I advised the branch manager that I did not sign for insurance and I was actually told by my insurance
      company that additional insurance was unnecessary because my policy covered 100% renters insurance and rental
      charges. I was told by the manager that I did sign and she had the contract. I advised her my signature was forged
      because I was told I did not need to sign anything by the insurance company. The manager refused resolution and
      advised me again if I didn't want the coverage I had to come into the office. I advised her that I worked during office
      hours and there was no way I could come into a branch . The branch manager still would not assist. I then contacted
      corporate and was told by the rep that the policy would be stopped and I would be credited. I was never credited and
      was contacted by the same branch manger on 03/30/22 and was told again I had to come in to cancel the policy even
      though I explained again that I was unable to and explained once again that I did not sign an agreement. I contacted
      corporate again and was told by the rep the issue would be escalated to a regional manager and that they would call
      me back in 48 hours. No one contacted me as promised so I called again on 4/2/22, and 5/27/22 and spoke with reps
      that told me that the issue was escalated and I would be contacted. No one from corporate contacted me.

      Business Response

      Date: 10/05/2022

      Thank you for sharing with us the concern regarding the rental for ***** ****** ********* ********* ***********

      Our Area Rental Manager has attempted several times to contact the customer. Once able to speak with her, she was refunded in full.

      Please feel free to reach out to us directly with any further questions or concerns.

      Customer Answer

      Date: 10/05/2022

      Complaint: ********



      I am rejecting this response because: I was NOT refunded. When I spoke with the manager he refused to assist me and said he didn't know what I wanted. 







      Sincerely,



      ***** ******

      Business Response

      Date: 10/12/2022

      We have reviewed the invoice for the customer, and a refund was issued to the card on file for this rental on 10/04/22 in an attempt to resolve the complaint.  We apologize for any confusion, but this has been completed. 

    • Initial Complaint

      Date:09/15/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I rented a car at the Foxborough, MA location. A few days later I got a call from ****** that said they did not have enough car to give me one and said I did not have a reservation yet. When I looked at my paperwork it said I did have a reservation with a confirmation number. She again said that was invalid, so I asked for her supervisor and she said she did not have one. So I asked for the owners and she gave me the "****** ******" and told me to "google" it and hung up on me. The ****** family is one of the top 20 richest families that own Enterprise Rent a Cars all over. So she basically told to take a long walk off a short pier. There was no empathy or apology, just a snide and repugnant attitude. Something must be done to give her an attitude adjustment, and to change Enterprise's policy of making you think you have a car when you do not. I will never use Enterprise again as a paying customer.. As this is the second time this has happened.

      Business Response

      Date: 11/16/2022

      Thank you for the opportunity to respond. Voicemails were left on the 8th and 14th of November in an attempt to discuss the matter.  No response has been received yet.  We encourage the customer to reach back those members of management if they would like to discuss the matter further, and they would be happy to assist. 

    • Initial Complaint

      Date:09/15/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Reservation #********** was made on 9/13 via online plus I called the store location in *********, ** to confirm reservation was all set for a 3pm pick up and drop off at 5pm when store closes. On 9/14, received call from *** (******** office) stating that unfortunately, the reservation for 3pm will not occur because the store has decided to close at noon. My only option was to come in the morning or arrange another time. I am a nurse and I don't have flexibility with my schedule. I had something that needed to be picked up or else I would of been held liable for cost of keeping the item there. *** stated I would have to pick the van up at 8 am. I had no choice but to call out of work which is not easy during these difficult times in healthcare including lost of compensation for one day. I am very distraught at the poor communication that was provided to me especially last minute prior to my pick up day and that the hours online for the Stratford location was inaccurate and that the person I spoke with yet confirmed closing was at 5pm matching the hours listed online. I had to rearrange my entire schedule. This has caused me a huge inconvenience for my day and again lost of wages for only 1 hour of time needed with the van.

      Business Response

      Date: 10/28/2022

      Thank you for the opportunity to respond.  A refund has been processed for the customer in an attempt to resolve the complaint. 

      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:09/15/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Good Morning, I left my ***** Key Card bifold in my rental. I attempted to contact the office at (410) ************* * ******** *** ****** ****** ** ****** They picked the vehicle at ******* ********* Center(drop off location). I am waiting on a follow up regarding item left in vehicle.

      Business Response

      Date: 10/03/2022

      Thank your for the opportunity to respond.  Management has followed up with the customer regarding this situation. 

    • Initial Complaint

      Date:09/14/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I rented a car from the Berkeley, CA, Enterprise rental car location while my car was in the shop being repaired. My car was not done by the time I left to visit family for vacation, so for my convenience I returned it to their airport location. They claim I damaged the car when I did nothing to it and it was in the exact same condition as when I rented it. Enterprise does not maintain their cars in good condition, rather they expect their staff to list everything wrong with a vehicle when someone rents it. However, if someone doesn't list everything in their computer and staff at another location thinks you damaged their vehicle. I suspect this is exactly what occurred in this instance and they are trying to strongarm me out of my $500 deductible. I will never bow down to extortion and fraud. They are threatening to turn me into a collection agency over this matter. I can pass a lie detector test that I've never damaged any of their vehicles. They are just ripping people off because they're too cheap to maintain their cars in good condition like other rental companies.

      Business Response

      Date: 10/26/2022

      Thank you for the opportunity to respond.  Area Management has waived this claim in an effort to resolve the complaint. 

    • Initial Complaint

      Date:09/14/2022

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

      I got a rental through insurance. Enterprise charged me without my authorization for the extension the insurance made. Literally said on the phone yes we charged without your authorization because you hung up on us. I want my money back.

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

      Business Response

      Date: 10/03/2022

      Thank you for the opportunity to respond. Due to miscommunication on our part, we have agreed to process a partial refund for the customer in an attempt to resolve this for the customer. 

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

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