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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

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Enterprise Rent-A-Car has 2510 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

    • 4,322 total complaints in the last 3 years.
    • 1,669 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:04/06/2025

      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.
      In March 3rd 2025 I Rented a SUV for a trip up north. On March 6 2025 on our way to our destination the car displayed a warning about the Automatic Brake System. I called the Enterprise road service and they sent a ticket to this enterprise which the closest. They assured us that we would be able to swap out to the the same class vehicle we rented. The manager of this establishment ******* ********* did not want to honor the same size suv we paid for she offered a smaller sedan which would be too small There were around 8 larger cars on their lot. She indicated they were all reserved. I felt discriminated because my experience with enterprise in the past and my current rental was you get what is available. So holding reserved is not what was explained to me. She refused to change it out to the same class and kept saying i can put you in a Sedan which would not have been big enough for our family and luggage. So we are currently taking a chance to drive to our destination praying we get there safely. She was so very unprofessional. I am asking for my money back or at least half for this scary experience. Thank you for your assistance. And I hope that this Women would be reprimanded for the way she handled this whole situation.

      Business Response

      Date: 04/09/2025

      Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and provided contact information for any further correspondence.

      Customer Answer

      Date: 04/21/2025

      I would ********** a full refund. 

    • Initial Complaint

      Date:04/05/2025

      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.
      I Been Trying To Get A Rental For 2 Days And The Branch Tells Me Im Restricted And Gave Me A Number To Call. I Call The Number To See Was I Restricted, The Agent Said She Doesnt See A Reason And Will Send My Info To Risk Management. Risk Management HAS YET RESPONDED.

      Business Response

      Date: 04/17/2025

      Thank you for the opportunity to respond. Management has spoken with the customer regarding the situation. Due to the circumstances of the previous rental, we will be taking no further action.

      Customer Answer

      Date: 04/17/2025

      Complaint: 23164333

      I have reviewed the business' response and am rejecting it because: Back in September of 2024, I went to a bar in *******, ** and was arrested later that night for disorderly conduct. I spent 3 - 4 days. My parents called Enterprise & my friend who I went to ******* also reached out & told them that I was in jail and that whatever was owed, They could pay. Enterprise told them that they was unable to take both of the parties card because It does not have my name on it which is UNDERSTANDABLE. Once I was release from Jail, I was took to the rental & reach out to enterprise immediately and told them that I was otw to ******* from leaving *******. When I got there they were very friendly, and they definitely felt bad about what happened and told me everything was ok and I was good. I even paid the amount that was owed. Now I tried to get a rental at the same place but They said I was restricted and had to reach out to **************** *************** has yet responded to me and didnt even get my story on what happened. This is all truth with proof and I can send it in if needed. I have a car of my own. I only get rentals when going out of town because Im scared my car might break down. It only gets me to A & B lol. But hopefully that can hear me out & understand my side. I also used to work for Enterprise. I definitely know how this system goes but this is my truth and I hope Enterprise can rethink theyre decision. 


      Sincerely,

      ******* ******-*****

      Business Response

      Date: 04/30/2025

      Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.

      Business Response

      Date: 05/01/2025

      Thank you for the opportunity to respond. Due to the circumstances of the customers previous rental, we can take no further action at this time to resolve this matter.

    • Initial Complaint

      Date:04/04/2025

      Type:Billing 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.
      My auto insurance set up a rental car because I wasn't involved in an so that when I got to Enterprise rent a car on ************** in ************************* they told me they were going to give me a free upgrade because they didn't have the car in stock that I should have received I said okay when I return the car They told me they have to charge me $10 a day they taxes so instead of giving me my $100 deposit back they kept it

      Business Response

      Date: 04/21/2025

      Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.

      Customer Answer

      Date: 04/24/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
       
      Sincerely,

      ***** ****

    • Initial Complaint

      Date:04/04/2025

      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 hurricane, ************* enterprise. I reported to the gentleman that was working at the location that day, that I noticed damaged to the vehicle immediately before I took the vehicle in my possession. The gentleman that worked there came outside and did a walk around the car with me. I pointed out the damage done to the hood of the vehicle. It look like some dents in the hood of the **** The enterprise worker insured me that the damaged was already documented and he will make sure that my concern was in the notes before I drove off. I returned the vehicle to ******************************** location. I received a call around the date of 3/31/2025 that it was damage done to the vehicle and for me not to worry about it because it was covered.I called the manager name ****** at the original pickup Hurricane, ************* location and she told me she about the damages filed at the airport location and that she will follow up with the gentleman that was working at her location that did the walk around with me. She then sent me an email with pictures of the damages, I informed her that the damages was already there. She said dont worry because I had insurance, they just was going to filed a claim on me. She told me it was out of her hands and all I can do now is file a dispute with the claims department. She never followed up with me, with her coworker reply that did the walk around with me. She never gave me any other information that I requested that will help me with my case. Its unfair that Enterprise file false claims to your insurance to get previous damage vehicles fixed. This is an unfair business practice and Im looking forward to getting this resolved and taking more steps to protect myself from false claims by enterprise in attempt to fix their vehicles or get insurance money from false claims.

      Business Response

      Date: 04/11/2025

      Thank you for the opportunity to respond. A response is attached.

    • Initial Complaint

      Date:04/04/2025

      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 returned it a day early and the management team said they would refund the excess amount charged. The site visited was Enterprise in ***********************************************************************************************.

      Business Response

      Date: 04/09/2025

      Thank you for the opportunity to respond. Here is the response from our local management team;

      Attn: Better Business Bureau
      Please accept this correspondence as our response to the complaint # ********:
      Enterprise rental #7K0PKP, ******** *******.
      ****** **********, Area Rental Manager, spoke to Ms. ******* on 4/9/2025 and was able to refund her the $65.00 overcharge.    
      This complaint is now considered resolved.  Thank you for your consideration in this matter.
      Please contact the undersigned should you have any additional questions.

      Sincerely,
      ********* ****

    • Initial Complaint

      Date:04/04/2025

      Type:Billing 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.
      They lied to me telling me when I return the rental and pay for the new contract that I would be able to apply my points after for free days and then they took my entire 300 dollar deposit and they charged me $424.25 and then tellls me they will resolve it and not to pay till its resolved and then calls me a week later nothings resolved and they tryna charge me another 700

      Customer Answer

      Date: 04/04/2025

      The enterprise car rental in ********* had given me an understanding that I would be able to use my points I had acquired on my last rental to my new one which was miss information they gave me when I paid them upfront for the new contract since it did not happen I contacted customer service who said it will be resolved which was not the case I have called them multiple times and has not been resolved for the refund nor for my points to be put on my rental and they have continued to give me the run around and have not resolved the issue and now still unresolved and they continue to be unprofessional about the situation that costed me more money than what it should have 

      Customer Answer

      Date: 04/07/2025

      After giving back my rental this company continued to try to charge my card for *************************************************************************************************************************************** even attempting to make an adjustment

      Business Response

      Date: 04/17/2025

      Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and processed a refund.

      Customer Answer

      Date: 04/18/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
       
      Sincerely,

      Montrail *******

    • Initial Complaint

      Date:04/04/2025

      Type:Billing 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.
      April 2, 2025 Enterprise Rent-A-Car wants me to pay or file a claim with my insurance for car damage they claim my rental car had. However, upon returning the car, they inspected it front to back, inside and out, and found no damage. I received my receipt closing out my rental. On the receipt, there was no damage noted by their representative; she even went inside the car a second time and obtained a bag that I had left inside. She checked the tread on the tires, inside the glove box, behind the visors, and in the center consoles, both front and back. They contacted me several hours later and claimed the car had damage. I am seeking no further calls or attempts at payment by Enterprise, and I request that no negative submissions be made to the credit bureaus. This was a rental obtained through my insurance company, and they said the rental agreement was closed on their end, and Enterprise has been paid for the rental.

      Business Response

      Date: 04/08/2025

      Thank you for the opportunity to respond. A response is attached.

      Customer Answer

      Date: 04/09/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
       
      Sincerely,

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

    • Initial Complaint

      Date:04/03/2025

      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 vehicles from enterprise for the past two months since my car broke down and Ive been in search for a new one. I recently rented from march5- March 28 and the rental is not on my ledger. Like it never existed. The truck I rented was so filthy I had to return it two days later and switch out multiple times. The back seat had food in the seat and a smell but it was the only pick up on the lot. I took it. When I came back to switch the employee did the same agreement I signed when I originally rented. Charged the same car on file. Two days later someone calls from enterprise when I was at work . I didnt answer, but the same day there was an additional charge on my card without authorization. $250. Over two months of rentals and over $2200. You would think I would be valued more. My rental has been returned a week and my points or my rental havent generated in the enterprise app. Nor is my rental able to be seen online. Whats going on??I immediately called and spoke with someone who told me they were escalating my experience to a manager. No one has reached out to me.Ive been renting from enterprise since 2012. Im a good customer and I deserve good service. ********************** model is clean car and great service. Thats not what I got. Im unhappy and I want to be compensated for my inconvenience and neglect to this matter.

      Business Response

      Date: 04/09/2025

      Thank you for the opportunity to respond. Management spoke with the customer and processed a refund.

    • Initial Complaint

      Date:04/03/2025

      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.
      I have a current warranty issue with my personal vehicle and my warranty company has set up a rental with enterprise for a direct bill. I tried to verify my reservation and was advised that I am on a no rent list. I have verified several times the last time I rented from enterprise the money was paid. I am in a hardship without a vehicle and enterprise is the only direct bill with the warranty company I use. I really feel like this is a discrepancy on enterprise part as I have had several issues in the past with enterprise. I had the vehicle for over a month and paid the full amount. I dont understand how you received partial payment when I paid for the rental in full at drop and everything was finalized. Enterprise is notorious for creating hardships for the customers. I need to be taken off the no rent list so I can get my replacement vehicle for my warranty claim.

      Business Response

      Date: 04/11/2025

      Thank you for the opportunity to respond to the complaint. Management has reached to the customer via phone call and email. They intend to address the concern with them.

      Customer Answer

      Date: 04/11/2025

      Complaint: 23157766

      I have reviewed the business' response and am rejecting it because:

      The problem has not been resolved yet. I am still waiting for a response to be cleared from the no rent list.

      Sincerely,

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

      Business Response

      Date: 04/12/2025

      Thank you for the opportunity to respond. Management spoke with the customer and reinstated the customers rental privileges.

      Business Response

      Date: 04/17/2025

      Thank you for the opportunity to respond. Management spoke with the customer and reinstated the customers rental privileges.

      Customer Answer

      Date: 04/23/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
       
      Sincerely,

      Djavan Cleveland

    • Initial Complaint

      Date:04/03/2025

      Type:Order 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 received a traffic citation (F202262382) related to a car I rented from National Car Rental. The citation was issued on Feb 14, 2025, but I was not notified by the company until April 2, 2025. Because of this delay, I was forced to pay a late penalty totaling $300 instead of the original amount.I contacted ************* but the issue was not resolved. I believe this is unfair as I was not given a chance to pay the citation on time. I respectfully request reimbursement for the late penalty portion, or a partial refund.

      Business Response

      Date: 04/08/2025

      Thank you for the opportunity to respond. Management reached out to the customer,addressed their concerns, and issued a refund to resolve.

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

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