Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

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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

4,291 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.

Initial Complaint
Date:07/23/2022
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 have rented a car from Enterprise since my vehicle has been crashed and totalled by a dangerous driver. All this has caused me great trauma.On June 9, 2022 I have waited in the Enterprise rental vehicle for a tow truck to tow my totalled vehicle that was across the street, when two police officers came to talk to me. As I was talking to these two police officers I have received a summons by a traffic agent on the Enterprise rental car due to street cleanings. ******** alternate street cleanings parking has been suspended for weeks and I received a summons. I have all the evidence that I did not need to pay this summons under these circumstances of speaking to the police officers waiting for my totalled vehicle to be towed. But I have decided to pay this summons. I send my personal check of $65.00 to The *** ********** of ******** My check was cashed by The ********** of ******* on July 5, 2022 Right after my check was cashed and the summons was paid. I have received an email from Enterprise telling me that they will be deducting $90.00 from my account. I have contacted Enterprise telling them that the summons was already paid and that they should not be deducting $90 from my account. Enterprise has asked me and I send them a copy of the proof of payment check Enterprise without my approval deducted $90 from my account after telling them that I have already paid the summons. I have contacted Enterprise several times asking when I will get the $90. refund that they took unofficially and illegaly out of my account. I got no answers. I keep calling Enterprise for my $90. refund for the paid summons that I have paid to The ********** of ******** Enterprise is not refunding me my $90. It is very frustrating for me dealing with Enterprise.I have mailed Enterprise proof of payment and Enterprise is not refunding me my money for a summons that has been paid by me.Please I need your help resolving this situation with Enterprise.Attached is the payment check.
Business Response
Date: 07/27/2022
When we received notice of the ticket from the City it was not listed as being paid, so we submitted payment to resolve the ticket. When a renter states they paid a ticket that we are billing them for, it is our protocol to request documentation of the payment being cashed by the City. If a check was used for payment, we request a copy of the cashed check. The documentation we received from the customer was just a copy of their duplicate check, nothing reflecting that the check had been cashed. We have contacted the City to see if both payments were received, the City verified they received our payment on 07/01/22 and the renter' payment on 07/04/22. We have issued a refund back to the renter for the duplicate payment.
Customer Answer
Date: 07/29/2022
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:07/22/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have rented a car from enterprise which was covered by my insurance *** and *** sent me a receipt that payment was covered and also as per my agreement with enterprise I handed the vehicle on time and car was filed with fuel however I discovered that I was being charged $74 for no reason and without my consent and they didn’t even called me to explain or to advise about the charge
Business Response
Date: 08/03/2022
To Whom it May Concern,
Reviewing the contract the customer received a vehicle at the negotiated rate from *** insurance. The customer was charged the Economy Car Price (27.74/d) and was given a free upgrade into an intermediate car.
The customers insurance policy contributes 30/d toward a rental, so after ** taxes and fee's the customer owed about 4$/day on the rental. This is the minimum as the customer was given the cheapest possible pricing option through ***.
Due to the charge amount and mis-understanding regarding the customers out of pocket portion on the rental. I have refunded back the out of pocket amount for the rental in the amount of $73.24 to a card ending in ****.
I have attempted to reach the customer at the number provided, but seems to ring once then beep. Not sure if there is a net work issue?

Thanks,
***** *********
************
Initial Complaint
Date:07/22/2022
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 6/17/23 I rented a vehicle from Enterprise Car Rental on J*** ***** **** at the Orlando airport. When I returned the vehicle, their staff claimed I caused damage which was a long scratch on the passenger side.
I have a photo I of this same damage taken prior to rental with an iPhone date/timestamp 26 minutes prior to the time of the rental agreement.
Enterprise has made no comment on this evidence provided by me, instead sending me repeated demands for payment. Today they sent me a bill for $1,538 requesting payment within 10 days.
Even after asking why they are pursing payment from me for damage that existed prior to my rental, they continue to respond that I’m contractually obligated to pay.
I would like some consumer oversight authority to intervene on my behalf, as I feel this is a fraudulent effort by this business to pressure me into paying for pre-existing damage on their vehicle.
Business Response
Date: 08/01/2022
As a matter of customer service, the decision was made to not
pursue the vehicle damages under Enterprise Florida Claim# ********. After
speaking with Ms. ******** about the matter, Enterprise Orlando’s understanding
is that she is satisfied with this resolution of the Complaint. Accordingly, Enterprise Orlando considers the
Complaint to be resolved.
Initial Complaint
Date:07/22/2022
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.
Enterprise is attempting to claim I am responsible for “damage” to a vehicle I rented. No repairs, damage records, or checkout documentation have been provided to me to prove damage was incurred by me. Damage is alleged to be mechanical

Was not told at time of return I’m responsible for any charges.

Have not been supplied copy of damage inspection form in reasonable time after check in, alleged damage occurred 4+ months ago.

Not due to negligence, did not drive vehicle recklessly.

Have not furnished me or insurance with copy of documented damage.

Alleging mechanical issues were caused by act of God. Cannot conclusively determine when the act of God occurred, therefore I cannot be held liable

No documentation of mileage.
Business Response
Date: 08/03/2022
Hello, we have investigated this claim and determined that the damage occurred while in the renters possession. While in the renters possession the check engine light came on. We brought the vehicle to a dealership who determined rodent damage caused the check engine light to come on. If you have any further questions please contact us directly at ************.
Customer Answer
Date: 08/12/2022
Complaint: ********

I am rejecting this response because:

Enterprise has refused multiple requests from me to provide documentation of a vehicle inspection that occurred prior to renting the vehicle to me which would document the alleged damage was not present before I rented. I also contacted the local branch I rented from and they said there was no damage documented in their notes when I returned the vehicle, so the branch is lying to me or the company has since fabricated these documents. I do not believe I am responsible for the damage because it cannot be proved the damage occurred without the proper documentation. They have not provided me with return inspection documents, damage notes, a rental contract, or any other information.

Additionally, the representative at the branch who rented the vehicle to me was ******* *********. This vehicle was originally out of service for an unknown reason when I originally went to pick it up. A day later ******* called me and told me it was ready for pick up, but I do not know if the reason it was out of service was ever addressed or if she rented me a faulty vehicle from the beginning. I did not take note if the check engine light was on when it was rented to me or not, but it could have been. The vehicle was in extremely poor shape with cigarette holes in the upholstery, it was not cleaned, and therefore I suspect it was neglected and had this issue before it was rented to me but it was not properly documented by the branch staff. ******* also did not document any damage when I returned the vehicle to her or when I returned the second vehicle I was given in exchange for it. The regional manager **** would not connect me with his supervisor to discuss these circumstances or request the documents from them, and he essentially wrote off everything I tried explaining regarding my explanation.

Sincerely,

******* ********
Business Response
Date: 08/18/2022
We have reviewed the customers rejection and our stance has not changed. We will be pursuing the renter for the damage. DRU will be sending the customer the documents requested.
Initial Complaint
Date:07/22/2022
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.
Enterprise, ****** IN. I made several calls to both here and Bedford to ensure I could add my father on as a second driver just to drive the car back to *********** for me, to help me because I have two small children. Where my husband then picked it up that evening. I explained the situation to both places and both ensured me it would be no problem, and I would only be charged for the one day for the additional driver. I asked if I needed to do anything else to make sure I wouldnt face extra charges. I was told that I would not. Upon returning the car nothing was said, and then I received a call from ****** days later, asking me questions about the second driver on the rental. She then hung up and changed me nearly $400 without even saying a word about it on the phone. I immediately called her back and asked her why this charge was placed, and she informed me she in fact kept the second driver on the whole time. And insinuated that I should have just not been truthful. She said something along the lines of well most people just have other people drive it and dont tell us, and they dont have to pay extra. She was very rude to me in every phone exchange to the point of even hanging up on me on at least one occasion and when I asked to talk to her manager she always had a reason he was not available and then the last time I called she said he would not talk to me and then if he did he would say the same thing she had told me. To end the call she said I have closed your case so there is nothing you can do. I have made SEVERAL calls to customer service and each time been insured that I would receive a call back. This has yet to happen.After a month of dealing with this, I was able to talk to the manager ***** who added on that no note was left by who rented me it so he couldnt help. He then added on that they would have wanted me to bring it back and have it inspected before taking him off. They keep making up new answers and making it clear they wont help me.
Business Response
Date: 07/22/2022
Our Area Manager spoke to **************** and we have refunded the additional driver fee.
Customer Answer
Date: 07/22/2022
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,

Avaly ******
Initial Complaint
Date:07/22/2022
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.
On February 21, 2022, I contacted a family member, who is an employee for Enterprise Rent-A-Car, to secure two reservations. Both reservations were for a ***** Transit Wagon or similar." Note that a **** Transit Wagon is significantly larger than a minivan in that it holds ***** passengers. The first reservation was for pickup on July 22, 2022 at 12:00 pm EDT and return on July 31, 2022 at 12:00 pm EDT. This reservation was made for the *********** location in **********, ****. The confirmation number is **********. It is worth noting that nowhere on the confirmation emails was there a clause that a requested vehicle may not be available at the time(s) of our rental(s).On July 21, 2022 at 10:32 am EDT, I received a call from ****** from the *********** branch of Enterprise Rent-A-Car confirming my reservation. ****** told me that the 15 passenger **** Transit would be ready and waiting for us. At approximately noon, my husband was contacted by our family member (Enterprise Rent-A-Car employee) who made the reservation for us. He told us that he heard from the regional manager, *****, that the rental van we were to receive was no longer available. It is my understanding that the current renters requested to extend their rental and it was honored. We are now in a position where we are leaving for vacation in less than 24 hours and are without a vehicle large enough to accommodate our family and luggage. As such, there are no other rental companies who have large passenger vans to rent when we need it. Our second reservation, also made on February 21, 2022, is for another **** Transit Wagon to be picked up on August 4, 2022. The confirmation number for that reservation is **********. I spoke again to ******, and she gave me no assurances that this reservation will be honored, again leaving us without a vehicle large enough to accommodate our family and luggage.
Business Response
Date: 07/29/2022
We were able to secure a passenger van for the customer at their same reservation date/time for their first rental reservation, and sent an email confirmation in writing to confirm that the van will be available for their future reservation in August.
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.
HOWEVER, I would like to note that the vehicle provided to us on Friday, August 22, was NOT what we expected to receive. First, we had to pick up and drop off the vehicle at a different Enterprise location. Secondly, the vehicle we received was not a ***** Transit Wagon or Similar." It was a Chevrolet Express. The van was not a 15 seater, as requested. It was not so much a passenger van, but an old, dirty, work van with frayed seats that smelled of urine covered up with air freshener and drove like a truck. We only accepted the vehicle because we were left with no other option. Despite the sub-par vehicle we received, we were charged the full amount, which in our opinion, was excessive for such a vehicle.

I expect to receive a clean **** TRANSIT WAGON, ideally 15 passenger, on or before August 4 and to be able to pick the vehicle up at the requested location.

Sincerely,

*********************************
Initial Complaint
Date:07/21/2022
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 had a rental car through Geico from 4:30 P.M. on June 15- 2:00 P.M. on July 13th. I have tried contacting the Enterprise in ***************** over 12 times via phone each time only to be put on hold and dropped. I then emailed them trying to get a receipt and the rental agreement that the Branch Manager ***************************** said she would send on June 15th. I have yet to get these. My Enterprise experience has not been good at all for this rental and now to avoid calls and emails simply asking for rental agreement and receipts is frustrating. I would not recommend Enterprise to anyone. I was able to download a receipt online and after speaking with Geico there is several concerns. First I was charged $162.39 on my credit card when it should have only been $60.90 for the fuel charge. On June 15 I was told the fuel charge was $4.20 a gallon prepaid. The ****** Rogue has a **** gallon tank. On the receipt the charges that were excessive are: They charged $27.26, $2.74, and $**** per day for 30 days. Should have only been 28 days. Need a credit of ($62.08)They charged$66.50 for Fuel howver should have been $60.90 (**** gallons at $4.20 per gallon) Please credit ($5.60)VLCRF says $**** per day for 30 days = $34.50 . That math is not correct $**** *30 = $31.20. It should have Please credit ($5.38) 28 days rented at ****= $29.12 Plus taxes that were added to these charges. The only charge that should be on my car $60.90 for the fuel and that shouldn't be taxed on top. Please credit $101.49 to my credit card. Please credit Please credit $101.49 back to my credit card.
Business Response
Date: 07/21/2022
Hi ************,
Thank you for bringing this to our attention, most importantly, I apologize for your experience with the ***************** location in regards to communication and transparency as we take pride in our Service levels at this company. Below I have listed a breakdown of charges to your card, and then below are the charges to Geico. To your point, had we sent you your copy, it would have been more clear on the breakdown. Your total charged to you was $159.60 and it was $145.96 pre-taxed ($2.74/day for tax over the $30/day Geico limit + ************ Option for $66.50+tax)

Due to your concerns and timeline of events, we would be happy to take care of your out of pocket expense. Furthermore, we will follow up with the ***************** team and please let us know if we can assist with anything further.
Customer Answer
Date: 07/21/2022
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. Will my credit card be credited?

Sincerely,

***********************
Customer Answer
Date: 08/05/2022
I filed a complaint ID ******** and on July 21st, 2022 received the letter from Enterprise stating they would cover the expense. I responded asking if I would be receiving a credit on my credit card. I have not received a response and no credit has been issued over 16 days later.
Business Response
Date: 08/05/2022
The Area Manager has re-examined the contract to ensure that the refund is completed. They left a voicemail for the customer and sent the invoice to the email on file.
Customer Answer
Date: 08/08/2022
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. I didn't receive a call but I do see the credit on my credit card was issued.

Thank you,

Sincerely,

***********************
Initial Complaint
Date:07/20/2022
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 vehicle after my car was totalled. I am now having an issue with the amount they are saying I owe. Office cannot provide any proof then stated they did not receive any payment. Took over ****** out of my account. I asked for corporate office and was given the damages and recovery number. Then was told there is no corporate phone number, was told I could be transferred to her supervisor which was a voice mail. So I called the office back to which the manager of the store would answer and hang up the phone. He did this repeatedly, until I called from a different phone number and then tried blaming it on his phone messing up. And then told me he has no corporate phone number and his manager would call me and still no call. This is not how you treat customers especially ones that don't rent anywhere other than enterprise and I don't appreciate the way this store is treating people.
Business Response
Date: 08/02/2022
We have spoken with the customer and have waived any additional costs that the customer was unaware of. We apologized for the way they felt they were treated by the local office.
Customer Answer
Date: 08/14/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: 17597002

I am rejecting this response because:

Regards,

***********************************
Initial Complaint
Date:07/20/2022
Type:Product 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 7/18/22, I rented a car from the *** ** ***** ** ********** ** location. On 7/19/22, while I was on the road, several caution lights came on. There were messages stating "LTA malfunction visit dealer, parking brake malfunction, antilock brake system, pre-collision system malfunction." I called the above location and was told to contact the nearest enterprise location which was in Ossining, NY. The Ossining location never answered the phone. Scared to death, I drove the car to the Ossining location only to be told they had no cars and that I needed to drive the car back to Manhattan, NY to switch it out. I made it to Manhattan alive and switched the car out. On 7/20/22, when I got in to drive the 2nd new car, doesn't turn on. I'm told to call roadside assistance. They came and couldn't get it started. I then asked the roadside assistance driver to give me a ride to the Croton on Hudson location (because they wouldn't answer the phone either) only to find a "be back in 20 minutes" sign on the door. So, after waiting outside for 30 minutes, I called customer service only to be blamed for leaving the car but an uber was sent to take me home. On the way home, (an hour away) I get a call that the tow truck needed the keys and that I had to come back. After speaking with several representatives the last person stated the car needed a bed lift and that they didn't need the key. It was a 4 hour ordeal in the scorching sun.
Business Response
Date: 07/22/2022
The Area Manager reached out to the customer regarding this complaint. A full refund for the cost of the rental was given, and the customer was satisfied with this resolution.
Initial Complaint
Date:07/20/2022
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 called Enterprise South County and made reservations. The people on the phone ended up not working for them but hacked their number and I lost $580.00. Enterprise was rude to me and didn't give me a refund. It is their fault that their systems failed then I have sent this information to the ******** ******** ********* ****** in hopes of them getting the hackers for fraud. I hope you can get them to give me my money back!!
Business Response
Date: 07/29/2022
We believe the customer may have been victim to a prepaid
card scam. We supported him looking into this matter and by providing him
with the ability to file a concern thru ******* and to file a police
report. We are committed to customer service and looked into this matter
quickly to provide the customer with a response to the concern.
Customer Answer
Date: 07/29/2022
Complaint: ********

I am rejecting this response because:They have not offered me my money back. I will not quite till I get it back. I need it to live on. It has been real rough since this happened. I would think they would want to keep their customers happy. I guess NOT!

Sincerely,

******* ****

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