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

4,292 total complaints in the last 3 years.
1,643 complaints closed in the last 12 months.

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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:07/20/2022
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.
On June 29th I was traveling in my rented vehicle from Enterprise Rent A Car. I experienced a flat tire while on interstate 70. When I called to seek support from Enterprise Road Side Assistance I was refused service or support. The agent cited that I was not in a safe place so she could not help me. I was safely to the side of the road with no other means to travel, given the flat tire. I had to personally pay for alternate transportation and for the tire to be changed. I have reached out to Enterprise for support and reimbursement of the $75 tire change fee and alternate transportation costs (my husband driving 200 miles to pick me up). I have spoken to the call center with no return call from a supervisor and 5 emails with commitment for a regional manager to call, again no call back.
After 21 days of seeking a fair response from Enterprise and management has ignored my need. Furthermore, if this is Enterprise’s standard business practice, they are placing their clients in additional harm by refusing assistance in times of need. In this instance, it feels Enterprise placed themselves over the safety of their employees.
I requested reimbursement of the $75 and fair compensation for the 200 miles round trip my family had to pay for because of the situation.

I am extremely disappointed with the service response of this organization. I have been a full time fleet vehicle renter for 4 years, this is my first attempt to gain assistance from Enterprise. Any assistance in my request to get attention and be responded to appropriately is appreciated.
Business Response
Date: 07/25/2022
The safety of our Customers and our Service Providers are
our number one priority. It is protocol that any Customer who is not safe
during a roadside incident or in a location where our providers can not
perform service safely, we immediately direct them to contact law enforcement
911 for assistance. We have reviewed the incident and the phone call the
Customer made to our Roadside Assistance Team. The Customer made one
phone call to us on 6/29 at 6:20p CST.

After the call greeting the Representative
asked if customer was safe. The Customer stated she was standing on the side of
the express way, cars can be audibly heard on the recording speeding by her.
The Representative then asked again to clarify if she was safe and the customer
stated she was unsure how to answer that and she guessed “no”. We then advised
that she needed to get to a safe location and the customer interrupted yelling
that she couldn’t due to a flat tire. The Representative said to call 911 and
tried to explain the process but the customer yelled at her “no” and screamed
to get her someone else. The Representative handled this patiently, explaining
that her safety was most important and we needed her to call 911 to get her to
a safe location first. Then please call us back and we would provide services
but the customer continued to yell. This customer cussed at our phone
Representative with phrases such as “**** off”. Our Representative did attempt
to have the customer calm down but this patterned continued on with the
representative explaining the next steps, thanking her and ending the call.

The Customer did not call back into
Roadside again for assistance or follow the directions for her safety and the
safety of our service providers. The Customer did not purchase Roadside
Protection and would be responsible for fees related to tire change service and
alternative transportation. These fees would have been quoted to her if we
would have dispatched tire change service through our Roadside Assistance. At
Enterprise, we take pride in our service and putting the health and safety of
our Customers during an unfortunate incident is our top priority.
Initial Complaint
Date:07/20/2022
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 rented a car from enterprise in April of this year. The vehicle received an unwarranted parking ticket which was disputed with the company and waived. Enterprise is not returning the charges they paid to the parking company and refusing to work with me in any capacity even though I have submitted the proof over to them. I have submitted everything to them online multiple times with no contact, spoke and emailed with their service center and they are refusing to fix the issue
Business Response
Date: 09/14/2022
The Citations Department received the customer's proof and processed a refund for this situation on 7/27/22.
Initial Complaint
Date:07/20/2022
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 RENTED A JEEP WRANGLER ON OCTOBER 25/22 FROM THIS RENTAL LOCATION.

THEN ON NOVEMBER 23/22 ENTERPRISE CITATION DEPARTMENT SENT ME A BILL FOR $105.00 AND CHARGED IT ON MY VISA CARD .

I ASKED FOR A COPY OF THE TICKET BUT IT WOULD NOT SEND ME ANYTHING THEN IT SENT VISA SOMETHING THAT DID NOT HAVE PHOTO OF THE CAR I RENTED.

IT LOOKED LIKE SOMETHING MADE UP BY A SOFTWARE.
Business Response
Date: 07/21/2022
On
rental agreement # ****** we were notified of a photo speeding ticket issued by
the City of Toronto. The registered owner is held responsible for these
tickets, we were required to submit payment to resolve this citation with
the Municipality. In accordance with the terms and conditions the rental agreement the credit card used for the rental was charged for reimbursement of the cost of the ticket plus a processing fee. When the ticket was processed a
notification letter was e-mailed advising of the citation and of the pending charge.

I did check the notes on this citation and we do not show
any previous request for documentation, it is possible that we did not receive the request. A copy of the requested ticket was e-mailed to the customer. Attached is a copy of the documentation sent to the renter .
Initial Complaint
Date:07/20/2022
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 am a longtime Enterprise customer in Excellent standing (acct # ******** Until recently I was informed that I was put on the "do not rent list". My daughter recently rented a car (in HER name) and had a billing issue. Now I find out that they have erroneously banned me? I contacted chat support and I was told by ****** that he did not believe a word I was saying?? This is unbelievable-they need to check their records. I was given a reference number ********. I am extremely upset about this issue and the way I have been treated.
Business Response
Date: 07/20/2022
*************************** profile is clear to rent cars without any restrictions. Attempted to contact voicemail does not identify anyone by name.
Customer Answer
Date: 07/20/2022
Complaint: 17593959

I am rejecting this response because: I received a phone call from an unknown #, they did not leave a voice mail or an apology for this problem nor compensation for my time and aggravation- after I've been an EXCELLENT long standing customer. I was trying to rent a car and got denied-they should at least give me a FREE rental after I had to deal with all this aggravation.
Their customer service is poor and I don't appreciate being told "I don't believe you" after I tried to explain that they erroneously put me on the "Do not rent list". They need to do a lot better to fix this problem, if they want to keep me as a long standing customer.

Sincerely,

*******************
Initial Complaint
Date:07/19/2022
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.
Good evening-

I will keep my initial contact as detailed, but as short and to the point as possible. And I am happy to forward any emails, names, and/or contact info for further information and investigation.

Back in May, I was involved in an auto accident while visiting my hometown of Baltimore, Maryland, where an Enterprise employee, while stopped at a red light, quickly and wrecklessly put one of the company's vehicles in reverse and rapidly accelerated backwards into my van, which included my wife, my daughter, my 1 year old grandson, and myself at the wheel. I laid on the horn as I saw him coming, to no avail. Fortunately, I had 2 police officers as witnesses. And to the Enterprise employee's credit, he admitted his fault to all of us and was an incredibly nice and apologetic young man. Unfortunately, that's where that sentiment has ended.

In the past 60+ days now, I have been bounced back and forth between no less than 10 different people, all of which (that I actually spoke to) telling me different things i needed to do. The first 2 were the local store managers who never seemed to be available and both have refused to take or return any my calls. Through many more phone calls and research of my own, I was finally passed on to yet another employee, Mrs ***** *****, where I consistently got "out of office" voice-mails and not a single return call. So through even more research, I found my way to Mr ****** who was immediately helpful in guiding me. Unfortunately, he guided me to Mr *****, who I've also gotten "out of office" return emails from. And has been yet another frustrating contact. And now, Mr ******, who has been copied in on all of these emails, has sent yet another of his own "out of office" returns for the next 2 weeks. I've been through hoop after hoop, just trying to get my van repaired. This is getting extremely frustrating!!! Now, Enterpise is trying to get me to accept a check for 80% of the repair cost. Shortened bc i past 2000 characters
Business Response
Date: 07/20/2022
Earlier today, we settled his property damage claim for the
amount he requested. The dispute was over labor rates that his shop was
charging that we deemed inflated. Since receiving this notice, we
have followed back around to the claimant to apologize for the delays and
confirmed that everything is resolved.
Initial Complaint
Date:07/19/2022
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.
My employer booked a rental car under my name through my company's account on 5/31/22. When I arrived to the airport in **********, **, I was informed that I was on a "Do Not Rent List" and to reach out to the company for additional information. From that date, I have been reaching out to Enterprise via multiple sources for an explanation/reason why I am on this list and how to be removed. A young lady advised today that I was ineligible to be removed from the list, but couldn't provide a reason to why I am on this list and also why I am ineligible to be removed. I have asked for this to be escalated multiple times with no resolution. I am demanding that my name be removed from the list within **** days if the company cannot validate why I am on this list. I have not rented a car from Enterprise in over a year. The last rental I was in was in May 2021, which was booked through a total loss insurance claim. I closed out that rental contract and paid the remaining amount due.
Business Response
Date: 07/28/2022
Our Area Manager spoke with the customer and gathered all the information in the system from his last rental contract. He also looked into his payment history and was able to identify that he did pay the balance that was showing outstanding. We discussed opportunities on timely payments which lead to the original *** placement. He then removed the customer from the *** and gave him his direct contact information for any additional questions or concerns. The customer was satisfied with this resolution.
Customer Answer
Date: 07/28/2022
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:07/19/2022
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.
On June 26,2022 I had visited the enterprise location in Concord, NC. When I tried to pick up the 15 passenger van that I had reserved months prior, I was informed that the location did not have any 15 passenger vans. They stated they never carry that particular vehicle at that location and there was an error with the corporate office showing vehicle availability online which was not accurate. The rep also stated that it was an issue that was happening all along the east coast and someone from corporate was supposed to contact me over a month earlier to inform me of my options. This never happened, and as a result we did not have a van to travel on our vacation. Not only did this location not have any 15 passenger vans, no other enterprise within 50 miles had one either. As a result of the negligence of enterprise we were unable to make our scheduled check in time and our reservation was canceled. However we were not issued a refund. I have reached out to enterprise customer service numerous times regarding this issue and has been repeatedly told that someone will reach out to me regarding this matter. Three weeks later and I have yet to hear back from this. This is a horrible way to treat loyal, repeat customers.
Business Response
Date: 10/24/2022
Thank you for the opportunity to respond. Multiple calls have been made to the customer with voicemails left. Group management has not heard back from the customer. If the customer has continued concerns, we encourage them to reach to the management team who would be happy to discuss the matter further.
Initial Complaint
Date:07/19/2022
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.
Wednesday April 4th I rented a ****** rouge a rented it for 3 days I left in it when I got home I had noticed that the breaks were acting really weird so I called and spoke with someone they said I could bring it back out to the enterprise where I got it from and exchange it or if I feel like it wont make it to that one I could take it to the nearest one. So I get off the phone and call the location that is close to me for them to tell me they arent with the air port location so I couldnt bring it there and trade so it gets late and they close and still Im afraid to drive it so I call and make a order for them to pick up the car after finding out they were acually to do that well I need a car to make it to see my aunt Friday cause shes on her death bed well they never call me back what so ever so I let them know the car is parked in front of my house and it needs picked up a week later they are asking me when Im returning the car so they can get the contract fixed and I can get my bill correct at this point I was souoised to picked up the car a long time ago they took 600 and something dollars out of my account then tried to debit again for 499 and now mind you the car is still sitting out here at my house and I was out of town because of my aunt dieing I get home Sunday night and see that darn car is still there so Monday morning I make another service call they say someone will be here with in z30 min then the lady from AAA calls and say its in the notes they arent releasing another car no one ever wanted another car we wanted to first one to be pick up I tell her that then she says well we are short staffed for Ky we will have to cancel this order and if they want use to come and get it tomorrow they will call us back so here we are the car is still parked in fromt of my house they are charging me out the buy and they still have not picked it up I never even got to use the car since the first day I got it it cause me to kiss court and several other things
Customer Answer
Date: 06/15/2022
Problem:
I rented a car it broke down the next day I calked and calked several times for them to pick it up they never did now my insurance company sent for me a rental and they are saying I own them 500 and some odd bucks please help this situation

Desired Resolution:
Contact by the business

Customer Answer
Date: 06/22/2022
It is the airport location *** it's located in ****** ** thank you
Business Response
Date: 07/12/2022
This rental in question started on 4/6/22 and was originally set up for 3 days. ****** kept the car past the return date without any contact and the payment method on file was not going through. Enterprise's roadside team was not contacted until 4/18 regarding any issue with the vehicle. There are no notes on her file from Enterprise, AAA, or the roadside team regarding any issue with the vehicle until 4/18. Enterprise attempted to contact ************ regarding this situation, but was unsuccessful in speaking to her. Enterprise will not be issuing a refund on this rental due to the lack of contact from *************
Initial Complaint
Date:07/19/2022
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.
My family and I had to sleep in the car in ************ because we got a flat tire and were told there was no roadside assistance, no spare tire in the car and Enterprise was not open when we caught our flat tire approximately at ****pm. We slept in the car until 7am until the enterprise was open. I called back ********** at 7am and requested to tow the vehicle and I also requested an Uber to the airport. I went to the airport in ************, gave them the keys to the *** and ABZTRAK towed the vehicle in ************,*******. I am highly upset with the services I received from the enterprise! I had to sleep in a cold car with my children! I was told to contact the office I picked up the *** from to be compensated for my family inconvenience. The office in Walnut Hills, **********, **** told me I should have just booked a hotel the night we got stranded on the side of the road and there is nothing they can do to compensate me. The screenshots of the emails are below. This was the worst customer service I ever received. I need to be compensated for my inconvenience! Below attached is a very unprofessional responses from one of your employees
Business Response
Date: 06/23/2022
I spoke with the customer and we agreed to send her a 3 day rental voucher for the inconvenience.
Also apologize for the issue with our roadside tam - this has been resolved
Customer Answer
Date: 06/24/2022
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, reasons for rejection are included below.

Regards,

Oshun Kephra
Customer Answer
Date: 07/06/2022
I was told that I would receive a voucher in 5 to 7 business days. Today is the 7th business day and I still havent received the voucher. The manager still hasnt emailed me back regarding this matter.
Business Response
Date: 09/15/2022
Thank you for the opportunity to respond. **************** has worked with the customer to offer a voucher on a local rental in an attempt to resolve the situation for them.
Customer Answer
Date: 09/16/2022
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,

Oshun Kephra
Initial Complaint
Date:07/19/2022
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.
My name is *****************************. My license number is *****************. My license was issued in the state of *******. I have been a victim of identity theft for the past couple years. I have had bank accounts and credit cards fraudulently opened in my name. I keep receiving letters in the mail from this rental company saying I owe them a past balance and I am currently on there do not rent list. I have never rented a car from them and I beleive someone fraudulently rented a car using my identity. Please remove all these fraudulent rentals from my record and remove me from the do not rent list.
Business Response
Date: 07/22/2022
The customer states they were a victim of identity theft. In order to resolve this matter we have requested copies of any supporting police reports or other documentation to review and will take the appropriate steps to remove this party from our system
Customer Answer
Date: 08/12/2022
Name- ***************************** Florida license number - *****************. I have recently been a victim of identity theft. I have had accounts, credit cards, loans and rental cars fraudulently obtained using my identity. I keep receiving mail from Enterprise saying I owe them a past balance and I am currently on there do not rent list. I have never rented a car from them and I beleive someone fraudulently rented a car using my identity. Please remove all these fraudulent rentals from my record and remove me from the do not rent list.I have attached a copy of the police report I filed to this complaint.
Business Response
Date: 08/16/2022
We have removed ********************** from collections, and they did email him with an update. They advised it can take up 14 business days to be removed from the 3rd party collection company, ****************

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