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Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

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 2246 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

    • 4,291 total complaints in the last 3 years.
    • 1,645 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:07/25/2022

      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.
      My insurance company recommend me to Enterprise for an insurance claim rental. I been dealing with Enterprise for the last two week with a reservation of a rental but when I go to claim the vehicle there are no more vehicles to rent for the day. July 25, 2022, my husband called Enterprise location ***** ********* ***** *** ********** ** ***** and was on the call for 47 mins after the phone was answered but did not speak to anyone, so we proceed to the location. Once arrive and pulled inside the parking lot a specialist answers the phone as we were entering the building. My husband asks him to come to the front desk and proceed to explain to him and Branch Manager name ***** told him to stop speaking to my husband and she will handle him. My husband proceeds to speak that he advises he not trying to be disrespectful, and he would sit down to speak to her, but she advised him to leave out the building and she will talk to him after the other customers. Please be aware at this time it 96 degrees outside and a storm is approaching as my husband told her he was not going outside as he would sit down and wait. He asked her to call the police to prevent any issue but, she would not so I proceeded to call police to help solve the issue. Once the police officer arrived on the scene, she then refused to provide us service. I feel she racially profiled my Husband and I in front of other customer as I'm Black American and she was from a different Nationally. The reservation was under my name not my Husband and I feel I still should have been serviced; I'm asking Enterprise to give me a call to discuss to this matter.

      Business Response

      Date: 08/30/2022

      Management has reached to the customer to resolve.  They have offered the customer rental credit on a future rental.

    • Initial Complaint

      Date:07/25/2022

      Type:Product 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 rented a car from enterprise in **************** We were emailed that morning that they dont have the car that we ordered We missed our flight home because we didnt have transportation to the airport A representative being an area manager with enterprise told us we would get three weeks free car rentals to compensate our losses We have not been able to get the compensation given to us as promised

      Business Response

      Date: 08/19/2022

      We spoke with the customer and agreed to a 14 day free rental voucher to be used by the end of 2022.  ******** agreed to this solution and we sent her the signed voucher.  

    • Initial Complaint

      Date:07/25/2022

      Type:Product 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.
      June 10, 2022 I rented a car from Enterprise. I had an accident and my car was in the shop. I called enterprise to notify them that they gave me a car that was not in conditions that should have been on the road. The rain came in *********** and I did not have windshield wipers. I called enterprise and they told me to go to Pepboys and they would replace the wipers only to find out after going to 3 stores that they do not do it directly at the time you go that you have to make an appointment and take it back. I was so frustrated that I called them again and the lady said to bring the car back and they would replace the car. On June 22, 2022, I was given a Jeep for a replacement. I told them that I was going of out town and if everything was good with this car they said yes. I left on June 23rd to travel to ******* to take my daughter. My son, my daughter and granddaughter were with me. Only to on June 24th hit a rain storm (really bad one) only to find that again we did not have wipers. This was very dangerous and scary to the point where I had a panic attack thinking we could all be killed. I pulled over on the side of the freeway and waited for the storm to pass us so that I can try to find somewhere to get the car wipers fixed. I called Enterprise and of course no one up to this day has returned my call. When we finally made it to ******* I took the car to the Enterprise closest to us and told them I did not want a replacement. I was so scared with the cars they have provide to me I did not want to chance the our lives again. I had to book air flights home for myself my son and my granddaughter I would like to be reimbursed for the flights as well as the luggage that I had to purchase due to this horrible experience.

      Business Response

      Date: 08/12/2022

      Management reached to the customer to resolve this directly with them a couple weeks ago.  The situation was resolved at that time. 

      Customer Answer

      Date: 08/12/2022

      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,

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

    • Initial Complaint

      Date:07/25/2022

      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 returned the vehicle i rented on april 1 i returned the vehicle to the branch ******** ****** the associate came out and inspected the vehicle there was no indication of damage during the return inspection i paid for the remainder of my balance and was driven back to my *** *** by an associate from the branch in the vehicle i returned i received a email in May stating there was damage to the vehicle i asked for proof of damage since no damage was documented or indicated upon me returning the vehicle to the branch i asked for pictures with time stamp and date to show proof of damage and that it was caused by me because the branch employee drove the car after i returned i was told the only aperwork they have is paperwork from the body shop i asked for video footage because the parking lot has cameras to prove the damage was not on the car upon return i was told the only documentation was from the body shop weeks after i returned the car i explained the car was inspected and no damage indicated upon returning the vehicle to the branch and the branch associate was in possesion of the car after i returned the vehicle she drove me to my *** *** enterprise his refusing to show proof that damages were present upon vehicle return i feel like enterprise is trying to cover up and charge me for damages i did not incur i’ve asked if anyone else drove the car after the return inspection besides the branch employee they will not give a clear answer if the vehicle was damaged it would have been observed upon inspection during the return no damage was present when i returned the car enterprise is trying to have me pay for damages i clearly did not cause

      Business Response

      Date: 08/02/2022

      Thank you for bringing this to our attention.  I have reviewed the file, spoken to the Branch Manager and Area Manager about the claim.  In addition, I review the claim with my Risk Manager and although we feel it is still possible that the damage occurred while in the renter's possession, we should have addressed it with the customer upon return of the vehicle and not after the fact.  It is for this reason we are closing the file and will no longer pursue the customer for the damage to the rental vehicle.  I have informed our Risk department of our decision and they are currently working to close the file officially.  Thank you.  

    • Initial Complaint

      Date:07/24/2022

      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.
      My car was Hit at the end of May, ***** had connected me Enterprise-Rent a car In **********. I had gone there and needed an *** that told me that is not a problem But the *** would be an extra $10, Then the sales person had asked if I wanted to add one time Protection for $17.99 which is a one time payment I agreed to one time payment of $17.99. They took a Deposit of $163 telling me this is fully refundable! The Auto shop took a month too fix my car. I had the rental for month, After giving back June 28th I was charged $300. On July 14th without my knowledge there was another withdrawal from my account AGAIN for $595 for the insurance $17.99 a day which was not told to me AT ALL. They also did not refund the deposit, The vehicle was returned IN PERFECT CONDITION. I called them and the employee told me nothing could be done because they do not refund, He then says " its busy in here and I don't know what to tell you so ill call you back'. Did not receive a call back called customer service absolutely no solution, My family and I house burned down we are already going through a finical strain. Taking money from someone's account without knowledge is Theft. in total out of pocket $1053 Was stolen from my account, that amount is not including what my insurance paid them. I want my money back. This completely unjust Unfair. According to their ****** reviews after what had happened to me they scammed a lot of people by doing this unjust behavior.

      Business Response

      Date: 07/29/2022

      We read this complaint, researched the information and asked the Area Manager to reach out to the customer.  The Area manager followed up yesterday with the customer and talked about what happened.  The Area manager apologized for the miscommunication and refunded the entire charge for the day that he had the rental back to his card.  The customer was satisfied with that resolution.   

    • Initial Complaint

      Date:07/24/2022

      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 made a reservation on July 19 and was given a confirmed reservation to rent a car for two weeks from July 19 thru August 2, 2022 from Enterprise in **************************. Confirmation #**********. I was told by the representative for me to pick up the car after 12 noon on 19 July 2022. Im from ****** and had to call a relative (one hour drive) to take me from ******** ************* to ********************. Most inconvenient. At the ******* office, I was told theres no car available. My stress was high. They also told me there are no cars available to rent in *****, Really? I went back to the airport where I rented a car with National for the same dates and $600. Less. Im am prepared to take legal action if necessary. I want resolution in the form of a future car rental of two separate rentals of two consecutive weeks each to be used at my choosing of dates to be completed within 18 months of approval of this complaint.

      Business Response

      Date: 08/19/2022

      We have spoken with this customer and resolved his concerns.  He has been issued a refund and is happy with the resolution.

    • Initial Complaint

      Date:07/24/2022

      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.

      ******************* *** LOST THE *** TO A RENTAL I WAS GIVEN BY ENTERPRISE IN ********* AND ARE TRYING TO MAKE ME PAY FOR THE REPLACEMENT *** FOR A *** THEY LOST.

      *** of *********

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

      Customer Answer

      Date: 07/18/2022

      Enterprise rent a car
      *********************************************************

      Business Response

      Date: 08/23/2022

      We have contacted this customer multiple times in an attempt to resolve this matter and have been unable to reach the customer.  We are happy to resolve this with the customer via email or phone when the customer responds.  Thank you.

    • Initial Complaint

      Date:07/24/2022

      Type:Customer Service 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 rented a vehicle on April 5, 2022, while parked at work on April 15, 2022, a tow truck company hit the vehicle. I have tried numerous times, as has my insurance agent to get in touch with someone regarding this incident, NO ONE returns calls or emails, instead I get sent a **** for the damages. I was NOT in the car at the time of the incident, I have multiple witness' regarding it as well as my insurance agent who I filed a claim with. The tow truck driver admitted fault to it and when my agent called the company they stated they filed a claim with their insurance to Enterprise. This is awful. I cannot afford to pay for the damages and I would like for this to be resolved. The damage recovery agent was *****************************, ********************* , claim #********.

      Enterprise Rent-A-Car
      6300 ***********
      Bel AireKS, 67220-1999
      **********

      Business Response

      Date: 07/27/2022

      The damage recovery employee handling this claim has reached back out to the customer since this complaint has been filed.  Another complaint was filed through a different BBB state run board on the same claim and we also responded to that complaint.  Our damage recovery employees have also made contact with the customer's insurance agent and obtained the insurance information from the tow company that was not originally given to us by the customer.  Our damage recovery center is attempting to **** the third party that caused this damage.  If the third party declines to pay then unfortunately we will need to **** the customer's insurance for the damages to our rental vehicle.  The enterprise representative that helped this customer offered protections to the customer that were declined at the start of the rental.  The customer was then informed that she must file a claim if damage happens to our rental car and is responsible for our rental car while in her possession regardless of fault.  The customer signed our contract that outlines this as well.  Our company will make every effort to resolve this for the customer.  The communication issues the customer cites are due to the customer failing to file a claim when this damage occurred.  Now that we have the correct information we will do our due diligence.  

      Customer Answer

      Date: 08/01/2022

      Complaint: 17585615

      I am rejecting this response because:


      I had reached out to not only damage control but the Enterprise office I obtained the vehicle from with my insurance info/claim# etc. The manager told me to send him the info and he would forward it to damage control when we were on the phone. "The communication issues the customer cites are due to the customer failing to file a claim when this damage occurred" is completely false. I called not only Enterprise immediately, but also my insurance agent. I filed the claim with them same day. There was never another complaint filed with BBB on this issue. I have attached emails sent, as well as the claim filed with my insurance, which they have now as closed because it has taken so long and we were unable to get through to anyone.


      Sincerely,

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

      Business Response

      Date: 08/02/2022

      I have read the customer's rejection of our initial response and believe there is confusion on the response.  The customer did not provide a claim through the 3rd party's insurance (Tow truck) up front.  We have their insurance listed as Safety and are trying to now file a claim.  If the tow truck's insurance does not cover we will pursue ******************** for the damages.  We will make every effort to recover damages through the tow company's insurance.  

      Customer Answer

      Date: 08/02/2022

      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:07/24/2022

      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.

      My husband I were in an accident last year which wasnt our fault. The other person insurance company, Geico, set us up to have our car repaired at a nearby shop. We were told this is a one stop shop because of their xpress repair . We were to pick up the rental at the collision shop when we dropped our car off and then drop it off at the collision shop when our car was repaired. This is what we did. We left the rental at the collision shop. Now we are receiving a bill a year later claiming we damaged the rental car. When we called to dispute we were told were not allowed to dispute because we didnt drop it off at an enterprise location and have a walk around. WE DIDNT DAMAGE THEIR CAR .

      Address: *********************br>City: **********
      State: **
      Zip: 01803

      Business Response

      Date: 07/27/2022

      Please see our response attached. Thanks! 

    • Initial Complaint

      Date:07/23/2022

      Type:Product 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 purchased a 2020 ****** Rogue from Enterprise car sals, Before I drove it off the lot, the sales person ****, toldd me he heard a large noise, and went in and got the manager ****. He told me to make an appointment with *********, I did that, the 1st time I took it to fiestone they told me I needed all brakes and rotors and forgot about the noise. I called back spoke to **** and told him I still hear the noise to bring it in to *********, where they took it out for a drive & told me it was my axles, to contact a ****** dealer, so I called & spoke to ****, we set up an app't with Vision ******, ****** told me I had to replacemy axels as well, **** the manager of enterprise picked up my called without my consent & took it to enterprise mechanic where all they did was grease the axels, **** knew I was going to get my car undercoated and this will put a bandage on my axles where I stil heard the noise. I want the axles replaced before they go and I am seriously injured, Since I purchased the car,I had new brakes, new rotors, new car battery, new wind shied and new wipers, new key fob, 2 new tires. I want them to replace the axles as 2 different places said they were bad, being I got it undercoated it is a bandaide, and I WANT THEM TO REPLACE THE ***** BEFORE I GET HURT OR WORSE

      Business Response

      Date: 08/08/2022

      To Whom It *** ******************************* is in receipt of the complaint submitted by *****************************. 

      ***********************, an Area Car Sales Manager for our ******************* has attempted to contact **************** to review and address her concerns she expressed in her complaint.  ****************** has left messages on ******************** phone on July 28th, July 29th, and July 30th.  To date, **************** has not returned any of ********************** phone calls. On July 31st, ****************** received an email from an email address of **********************    The person who sent the email claimed to be the sister of **************** and indicated **************** was unavailable.  

      It is our company's policy to address any concerns directly with the customer and not a friend, family member, etc...

      We do wish to have the opportunity to address the concerns raised by **************** directly with her in an effort to resolve the situation. 

      ****************** can be reached via his cell phone at ************** or via email at *******************************************************

      Thank you

      Customer Answer

      Date: 08/09/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

      Regards,

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

      I do NOT want to talk to ****************** for I feel he scammed me and knew it, I will talk to anyone but him, I DO NOT feel comfortable talking to him either, so your corporate office can call me and I willbe glad to talk to them but NOT *** *******************

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

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