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

4,295 total complaints in the last 3 years.
1,649 complaints closed in the last 12 months.

If you've experienced an issue

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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:08/09/2022
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 have been trying to get in touch with the corporate office after I was left stranded with my kids because an employee gave away my reservation. A group manager finally cal after 5 days. Was supposed to call me the following day and failed to. Enterprise does not care how they treat people
Customer Answer
Date: 09/01/2022
I was contacted by the group manager, he's is polite and got my deposit returned. I did let him know that they are lacking in the customer service experience. He did the best he was able, he is new and I hope he makes it.
Initial Complaint
Date:08/09/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Enterprise rent-A-car in ********* a few times in 2021 and found them to be ok so when my car broke down for good I decided to rent a car from them again and rented a new car for I believe 6 months .they were charging me ****** plus 13 percent a month which was ****** but was some how taking 1.050.00 But I had to fight them every couple months for a receipt stating how much I paid and then payed in full . it was a battle every time then last month of the rental in February of 2022 they took ******** on feb 16 ***** and then returned ****** back on my **** on Feb 23 ***** . through the whole rental time they were always taking ****** up to ****** per week and then returning it back to my **** . EVERY WEEK !!! So I did return the car on February 23***** and I thought that was the end but on March 9 2022 they took (****** ) off my **** and Didn't return it . I didn't notice this till after and called them and they had no idea that happened and told me then had over charged me ****** and had returned it . I had to cancel my **** to stop this from going on again and a couple weeks later I received I email saying I owed them ****** more and to contact them . Obviously they tried to hit my **** again !! now today I received another email asking for the ****** Again so I decided to ask BBB.org to stop these people from stealing my money and give me back my ( ****** ) that they took almost 4 weeks after I returned the can in Perfect ,Clean Condition . I have pictures and Video of the car when I returned it . !! I believe they probably drove the car and tried to charge me for it . when I changed the card I found out that **** gave them the ****** . I couldn't get it back .
Business Response
Date: 07/01/2022
Good Afternoon, The customer *********************, has been contacted and the local Enterprise branch is working with him to rectify the issue. He has asked for his recent invoices with Enterprise, and we are working to provide these as soon as possible. If further clarification is needed, or questions arise, the customer knows to contact "****" at the local Enterprise location." We are trying to reach him directly to address this concern. Thank you
Initial Complaint
Date:08/08/2022
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 3/24/22, Enterprise charged my credit card ending in **** for the remaining balance of my car rental bill totaling $1124.82. I have an itemized receipt from Enterprise showing all the costs including a $100 deductible for glass claim. At the time I swapped the car for another rental, the agent ran my credit card but the overall accrued balance did not get charged till 3/24/22. Around the 3rd week of Jul, I received a letter from Enterprise Damage Recovery for a $100 bill. On this bill, the subject read AMOUNT DUE: $$100.00 deductible. It also specifically shows admin fees $100 waived. I contacted geico 3x asking them to handle this bill, to which I received no response. The following week, I received a 2nd letter requesting payment. There was no phone number on the letter to contact this Damage recovery unit. I had to call Enterprise rental customer service and get transferred. I spoke at length with ***** ***************) on 7/25/22 about the 2 notices I received. He advised on 6/30/22, there was a $100 reversal. While he was still on the line with me, I pulled up my credit card used to pay Enterprise in March. There was no such record of any reversal. I volunteered to send him proof. He told me to email my proof to ************* include the claim # in the subject line or your email will get deleted. I followed his instructions exactly, reading back the email address. I attached a copy of the itemized invoice circling the line that shows damage reimbursement/deductible $100 which was part of the $1124.82 balance. I also attached a screen shot of my credit card statement showing the last 4 #s **** and all transactions between Jul 8 and Jun 14. In my email, I asked them to close this billing dispute. Aug 8, I received a 3rd notice for an outstanding balance. THIS time, the amount due shows *******. How did the amount due increase from $100 to $1024 and why hasnt anyone responded to my email?
Business Response
Date: 08/11/2022
Management spoke with ***************** and went over the charges and the charge back she initiated. She was confused by the charges and thought she was being double charged and worked with her bank for the charge back. She is aware of the balance she owes and has indicated she will go over her bank statement to look at the charges again.
Customer Answer
Date: 08/22/2022
Enterprise has not resolved this dispute. I paid the balance in full on 8/11. I sent the confirmation of payment to Enterprise and *** was spoken with several people in accounting. Per ***, they cant figure out why my payment hasnt shown up on their end even though they confirmed I used their link to make the payment. *** is supposed to call me back once resolved. Its 8/21 , 10 days after I paid and still no word. This is ridiculous. I am still asking that this late payment be removed from my credit report because they waited till July to notify me there was a payment issue, instead of March when I made the payment. Furthermore, ***** bank decided the dispute in my favor stating the merchant bank did not refute the claim therefore they reversed the charge in May. Yet The recovery unit claimed the reversal happened on 6/30. One hand doesnt know what the other hand is doing within Enterprise. Please reopen the case until it is actually resolved and Id like to know whether the late payment will be removed from my excellent credit record.
Business Response
Date: 08/29/2022
Management has been able to confirm payment for the situation and resolve it with the customer.
Customer Answer
Date: 08/30/2022
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:08/08/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have made several attempts to reach out to enterprise corporate office and my local branch in regards to my being placed on the *** list. I have been told that I was going to receive a phone call explaining this reason and no one has yet reached out to me. I have been falsely placed on the *** without any unknown reason or explanation. I continue to call and the representative states That I will receive a phone call back in 48hrs. Then, days and weeks, months, and in my case over a year has went by with no response or explanation. I have been a customer with ******************** for years and this is totally unfair this is happening to me. I would like to be removed from the *** list so I can utilize my points and continue to rent from Enterprise. Please assist.
Business Response
Date: 08/11/2022
Management has attempted to call the phone number provided three times. There has been no answer, and the voicemail for the line has not been set up. An email was also sent attempting to explain the *** status, which has also not been responded to.
Initial Complaint
Date:08/07/2022
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 July 8, 2022 I arrived at the Enterprise located at the ****** **** ******* I obtained my rental agreement number ********* my rental was $25.39 I used 2000 in points. The rental had to be entered manually they said due to technical issues, on July 10,2022 at 6:00am I return the rental to the same location in the area marked Enterprise rental car return the vehicle was not in the system I was told it would be entered manually again. On July 12,2022 I was charged $293.00 for the rental I contacted the agency and was assured they would get the charge reversed on July 14,2022 I was charged $400.00 since then I have contacted Enterprise 10 times to try and get a resolution to this Provo have been told 4 times a manager will return my call I have yet to hear from ANYONE I was told to contact the location directly when I call I’m on hold for hours with no human contact. To this day I have not heard back and I continue to call Enterprise charged an additional $700.00 on my charge card.
Business Response
Date: 08/12/2022
As of 8/10, management processed a $669.71 refund in an attempt to resolve this situation for the customer.
Initial Complaint
Date:08/07/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rented a Jeep Cherokee which had ants and an empty juice canister, and the car was loud, needed service, smelled like tobacco, and drove really rough, could barely drive up hills. I had to swap it out and got a Rav.I had a horrific experience yesterday driving from an Enterprise ****** Rav 4 from ******* to *******. 2 tires went flat on me!. The car kept swaying & swerving side to side at high speed like a boat so I pulled off the highway to try to inflate the tires. But as soon as I got back on the highway it started repeating the same thing.I had to get off the highway again to call roadside assistance crying my eyes out on the middle of nowhere.They sent me to a couple of tire places in ********* ** but they were closed since it was Sunday.They then sent me 40 miles away (driving in that hazardous condition on the highway at 50mph because I was scared to get a flat and the steering kept losing control at higher speeds) to the nearest open Tires Plus in *********** **. They confirmed that both tires were bald, leaking air and replaced them.I didn't get to ******* till almost 10pm. A trip that should've taken me 6 hours turned into 14 hours.I've called Enterprise customer care and asked for compensation for my time. I wanted them to put me up in a hotel in *********** because I didn't want to drive to ******* in the dark but was told that an Area Mgr would call me but no one did.This is infuriating and uncalled for. 3 years ago the same thing happened with an Enterprise rental. I had to service YOUR vehicle at a Pepboys after stopping every 20 miles from ************ to inflate the tires.I want compensation for this risk to my life and spending hours of my time servicing YOUR vehicle.How do I file a complaint to corporate. You people don't check your cars nor service them properly. I could've died yesterday! I couldn't control the car and almost had 2 accidents on 75 south.And *************************, the branch manager at ************** was rude.
Business Response
Date: 08/18/2022
The Area Manager spoke with the customer. Her rental bill was paid by a third party, however we have reimbursed her for her hotel stay and fuel expense.
Customer Answer
Date: 08/19/2022
Complaint: 17683656

I am rejecting this response because:

My life is more valuable than their lousy $300 attempt to buy me off & send me on my little way.
There was no excuse to tell me that this vehicle has been serviced and have me driving with two clearly bad tires that I had to spend my time servicing and replacing on their behalf in the middle of nowhere in another state. The car swerving left and right could have killed me on the highway. I will not accept a $300 tip for my time being wasted & my life put at risk.
This was a traumatic experience for me doing all of this by myself in the middle of nowhere in ********* & ***********, *******, Where roadside assistance had me drive thing another 40 miles with two bad tires. Do they realize how dangerous that was? That is not my responsibility. I still expect additional compensation of at least $10,000, which I have requested from *****, the Area Mgr, and have been ignored.

Sincerely,

*****************************
Initial Complaint
Date:08/07/2022
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 very regretfully rented a car from Enterprise on March 9th this year under my insurance. I had been in an accident so it was an emergency. The rep asked me for a credit card for a $100 deposit which I regretfully gave. I left with the rental the same day. I returned it a couple days later for another rental because there was a horrible fishy smell inside the car, and it had bad mpg and the suspension was not to my liking. The repairs on my car was estimated to take a month, but because of the economic impact of the pandemic there was back order on many auto parts. My repairs were delayed another month.After these two months, I started seeing charges on my credit card. I quickly deactivated the card and had it replaced so there would be no new charges. I immediately went to return the rental and inquired about the charges. The rep told me my insurance stopped covering the rental over a month ago and they have been charging my credit card since without my notice or authorization. But the charges did not appear until over a month later, or else I would have returned the rental already. Rep handed me an invoice for $1910.86 saying the full amount was already charged. But it wasn't. This was a shock to me.A week later the temporary charges on my card (maybe 3 or 4 for $35 and the deposit) was changed and posted to the full amount. Neither Enterprise, my insurance, or the repair shop assumed responsibility for this so I tried to resolve it with my bank to no avail. Now I am s******* up my credit score because I have a $1900 debt that i cannot pay and refuse to pay.Additionally, I was told during my rental over the phone that I was not even authorized to drive the vehicle because they had registered it under my mother's name instead of mine. I initially contacted Enterprise's Care team on May 14. The last response that I received from them was May 25 stated that they have escalated the issue. Never heard back from them since.
Business Response
Date: 08/11/2022
Management has attempted to reach the customer multiple times by both phone and email. During the rental, the customer reached their policy *** for rental reimbursement. The customer was contacted during the rental and made aware of the policy ***. They were told that they would be responsible for any remaining days of rental.
Customer Answer
Date: 08/11/2022
Complaint: ********

I am rejecting this response because:

I was NEVER contacted by the businesses. I've attached screenshots showing the one email I received from Enterprise when I started my rental and then the emails I sent two months later regarding my issue. I attached the call history as well with the business. I called them on 3 separate occasions for unrelated issues and never received a call from them. No voicemails either. This is a blatant lie and I will not stand being scammed by this sneak company.

Sincerely,

***************************
Business Response
Date: 08/15/2022
Management spoke with customer and explained how the last day worked when she got into the car, she had many issues with part delays and her adjuster not answering her calls throughout the process of the claim. They advised her on a route to take with Geico and how to proceed with handling this matter. She is aware that she is responsible for the total amount and will reach out to Geico to seek reimbursement.
Customer Answer
Date: 08/15/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:08/06/2022
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 reserved a rental car with enterprise for $275.11 I returned the car with out gas because I lost my debit card. I should've been charged $80 for that. I was charged $459.25 and $184.00 by enterprise and I'm being told that's what I owe my bank account is now overdrawn. I called to speak with a supervisor and I was told they didn't have a supervisor I could speak with. I need help getting my money back please
Enterprise-Rent-A-Car: *********, **
Business Response
Date: 08/09/2022
The location spoke with the customer and offered to refund the charge for the extra day. As a courtesy, they also refunded the fuel cost.
Customer Answer
Date: 08/11/2022
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:08/05/2022
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.
Rented a car and Enterprise checked my credit report without my knowledge or consent. Need to understand these policies. Unable to resolve at local level.

I am a victim of identity theft and unauthorized checking of my credit report, even if it's a verification is unsettling.
Business Response
Date: 08/12/2022
Management reached out to the customer to clarify the situation and to confirm that this was not a credit check but a verification of address. They also confirmed that this does not effect credit either.
Initial Complaint
Date:08/05/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an accident in my personal vehicle. My insurance company made a reservation at Enterprise in ********, Al. I received a text saying that enterprise would contact me within 4 hours to finalize the reservation. They never did. After 5 hours I contacted them and was told by their employee (*****) that they had no vehicles except for premium ones and he did not know when one would be available. I am without a car. I pay insurance to ********** to receive this service. State Farm pays you. I have a child with multiple sclerosis. I need a vehicle at all times and to be told we dont have any for you and I cannot tell you when we will is very bad business. Why cant you rent the premium ones? I was never asked if Id rather pay the difference. I was turned away. If my child has an emergency. What do I do? I will NEVER give this company my business again. There was no empathy and no concern. Enterprise in ********, Al should be closed down. No customer should be turned away without an option! Where is your customer service and compassion?
Business Response
Date: 08/26/2022
Management reached the customer on 8/5, but they asked to be called back on 8/8. Management has attempted to reach out several times since then and have been unable to reach the customer.

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