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

4,322 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.

Initial Complaint
Date:04/04/2025
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.
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:
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.
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:
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 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:
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 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:
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 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.
Initial Complaint
Date:04/03/2025
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.
Using ****** travel on 2/9/25 I made reservation for rental for premium SUV from April 4-7 I get a call on 4/3/25 stating that the location does not have an SUV and that I will have to wait until pick-up time tomorrow to see if they will have one. The "manager was rude on the phone and at the end of the conversation hung up on me," stating that I was yelling at him. I know the conversation, I hope, was recorded on his end. I asked why my SUV was not available: he said because of hail hailstorm weeks ago. I asked them why I wasn't notified then so I could make a new reservation elsewhere: he said nothing.I then asked if he could call other locations of the airport to see if they have vehicles. He said there is storage statewide from the storm. I asked if he knew this information, why didn't he notify me? he did not answer my question.I again asked him to call Enterprise to see if they can look for a premium SUV or an airport. He told me that he does not have a way to contact the airport, and neither do I.I explained to him that I know that I cannot contact the airport directly, but we can through the national number. I explained that I am taking my parents to ****** to fly an international flight so therefore a minimum (I own a ***** Odyssey) will not be big enough for their luggage. And that if I tried to make a new reservation that it will cost me more. My reservations is 6 weeks ago. After he hung up the phone, I called the national number where I am expecting a call from a manager who is trying to locate a vehicle for me.
Business Response
Date: 04/04/2025
Thank you for the opportunity to respond. The area manager has earnestly called and emailed the customer to discuss and to offer options correcting this concern. We encourage the customer to reach back to management.
Initial Complaint
Date:04/03/2025
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 rented a car from Enterprise. I ended up keeping it an extra day and when I called the office. The *** told me that I had to have it back by 5 oclock. Then they charged me for an extra day. I brought it back about 1:30. When I called the ***. I told him I said you told me I had to have it back at five. I said, I dont know if you misspoke and thought it was Friday or what happened but thats what you told me and I received a text message with the company saying that it was due due back at 5 oclock. He would not refund my money and I ask him for the address to the owner and he gave me an address, but I never heard anything back from anyone. I reached out several times.
Business Response
Date: 04/17/2025
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.
Initial Complaint
Date:04/03/2025
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 2/3/25 - 3/5/25, I rented a car while my car vehicle was being repaired. ***** Ins covered the rental ($900). As instructed by ***** I declined addt'l coverages not covered by GEICO. Enterprise explained that w/ my permission, a $100 deposit would cover any scratches issues not covered by GEICO & would be returned if none. She did not clearly state I was signing up for addt'l daily charges. The paperwork showed declination. I returned the car on 3/5/25. I was told everything looked good; gas tank was full to avoid a charge; I was not given an invoice. The deposit was returned. My credit card was later charged $410.71. On 3/7/25, my daughter called & spoke to **** ********, assistant manager. He agreed that the paperwork looks like coverage had been declined but that the paperwork format was bad; he confirmed it seems there was confusion in the additional charge. He didn't have authority to credit back the charge but would discuss w/ his manager ***** who would call back on 3/10. ***** didn't call back. My daughter called back, explained the situation & requested a copy of the invoice as I hadn't been given one when I returned the car. ***** also was not direct in explaining the charge, the deposit, the return of the deposit, etc. They used a similar confusing technique w me giving me at 80 yo the impression that I was NOT signing up for protection - that the $100 deposit would be returned. ***** became aggravated, & stated my daughter was not there to witness, see or hear the actual conversation. The conversation was heated. ***** refused to discuss the issue, claimed she was busy & had other things to do. The following week, we called Enterprise to speak to a District Manager We were informed we needed to call customer service. My daughter called 3 times (3/17-3/21) leaving my contact information. Each time the representative assured a call back to deal w/ this "important issue of taking advantage of an elderly customer." No one has called back.
Business Response
Date: 04/17/2025
Thank you for the opportunity to respond. Management reached out to the customer,left voicemails, and processed a refund to resolve.
Customer Answer
Date: 04/19/2025
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:
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.
My car broke down near ******* on 3/6/2025, and I needed to return home over 500 miles away the next day. I reserved a compact car at Enterprise through Orbitz, and received a confirmation for $280.83, of which $250.83 was for the actual rental and tax, and $30 was for insurance (conf# **************).The tow truck driver dropped me off at Enterprise around 3PM. I was then told by an agent that they don't have any cars to release for a one-way trip, but I could wait for something to show up. He then told me that they close at 6PM, and that there is very little chance they'll have a car for me given there are 25 people ahead of me. He recommended that I look at other rental companies, but by this time, I had already checked and could not find anything available in the city. I could not return the next morning either as I did not have a way to get to and from my lodging which was 30 minutes outside of *******. The agent then told me they have only one car that they could release for a one-way trip, which was a Porsche, and that I would have to pay more for that. Even though I felt I had a binding contract, the agent would not release the car for the contracted price, and said if I did not want the *******, that I would just have to wait, without telling me when or if there are cars that are scheduled to be returned. So at this point, I felt I had no choice but to pay the $435.14 price tag for the Porsche.I felt that this was either a problem with a faulty reservation system or an overt bait and switch scheme, renting a car that they don't have and leaving me no choice but to take the higher priced option. Either way, I feel they have not honored the contract, and I am asking for the difference of $184.31.I have tried to resolve this issue through ******, but they said they can't do anything about it. I am uploading my communications with them as well.
Business Response
Date: 04/04/2025
Thank you for the opportunity to respond. Management processed a refund to resolve on 4/3/2025.
Customer Answer
Date: 04/04/2025
Better Business Bureau:

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

Sincerely,

Sugwon ***
Initial Complaint
Date:04/03/2025
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.
Ive been dealing with Enterprise for 2 1/2 years this particular location for over a year and a half and then the last 67 monthsIve been getting treated. Ive been feel like Ive been racially profile been making me feel like I dont belong there when all my credentials and checks out and they try to treat me and talk to me any type of way then when I file multiple complaints over the months, nothingnever gets done. It always gets swept under the rug. They always tell me when I call **** that they dont have a manager or supervisor. Call me I still have yet to hear from a manager Then when I call **** and they tell me this again late last week I had a blowout I got beyond frustrated so I asked people what is it gonna take for somebody to get hurt for yall dont wanna do something. Im tired of his unfair treatment. Im tired of peopletrying to talk to me crazy. I spend way too much money in the last Year and a half. Ive spent over $30,000 in rental fees and then getting treated poorly by two managers at the south 27 location nowthey put me on the do not rent list for no reason and now theyre not releasing my funds. I havent tore up a vehicle. I dont anything. Theyre overcharging me for for stuff they shouldnt be charging me for I booked the standard SUV. The car that I had had issues so I hadto be told and I had to go get another car. The car had issues Then they put me in a little car and was charging me standard prices for economy car that didnt accommodate my needs thats the whole of me booking standard SUVs to accommodate my needs. I have five kids, and now a newly added grandchild.
Business Response
Date: 04/18/2025
Thank you for the opportunity to respond. Management has reached to the customer several times and left voicemails as they intend to speak with the customer directly.
Customer Answer
Date: 04/18/2025
Ive reached out to Enterprise to resolve this issue numerous times my contract was for 30 days. They broke my contract within my 30 days so I still have eight days that that priced at $398 plus change for the week on top of $300 security deposit that I didnt receive so Im missing about $698-$700. I just want my money back thats all.

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