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

Customer Complaints Summary

4,294 total complaints in the last 3 years.
1,643 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:07/19/2022
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.
I have been trying for over two weeks to rent a car from enterprise.

First time I requested a car my insurance USAA, requested that car be rented starting Tuesday. I agreed with that because it was Friday afternoon.

Just last Friday the 15th I was promised a car and then told it would be Saturday instead. But there was no car available.
I called yesterday, their office was closed and I requested a call back I did not get one.

I made a reservation with Enterprise support I believe it’s called expedited Rent-A-Car or something like that. He gave me a reservation for the following day and I had a confirmation number. As soon as he hung up the local Enterprise agent called and said he was sorry but there are no cars and my confirmation number was invalid.

I called today and waited 30 minutes on the phone while the same commercial was playing over and over. I do not feel like my attempts to rent a car should be this hard.
Business Response
Date: 12/23/2022
Thank you for the opportunity to respond. Management reached out the this customer. She made this complaint before she received a car from us in Mid-August. She gave a glowing review on the branch team and no longer has an issue.
Customer Answer
Date: 03/27/2023
I would like to remove my claim because Enterprise did right by me and handling my complaint. Thank you very very much *******************************.
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.
Car was involved in an accident. Car was a totaled loss. State ************** reserved a rental car through Enterprise Car Rental. My daughter was charged the price for RAP, DW/CDW Optional, PAI/PEC, and Supplemental Liability. My daughter is actually fully insured under State Farm. When my daughter and I spoke to the Manager about the insurance charges, we were told they could not remove the $50.00 x 10 day insurance fee. I informed the Manager my daughter was basically fully covered and had insurance already, so she was paying for something she did not need in the beginning. Instead of looking into the matter, he again said there was nothing he could do about it ****** insurance fee charges. When we contacted the State Farm and notified the insurance adjuster about the outrageous fee, the insurance adjuster actually reached out to someone in Enterprise escalation department and we were told my daughter never even signed for the insurance in the beginning, but her credit card was charged for insurance. This is unacceptable and for the manager not to try and make things rightIm simply dumbfounded. If my daughter is fully insured under State Farm and pays $188.00 a month in insurance l, why would she pay $555.00 rental insurance.To be in a terrible accident and have your car totaled, then to feel like you being screwed by the rental car agency. You would think the manager and reps would be more sensitive to ones situation but in this case NOT.I am asking that my daughter be reimbursed for the rental Insurance fees and that Enterprise make good on this matter.
Customer Answer
Date: 07/19/2022
My daughter is not a minor; however, we are both titled on the vehicle that was totaled. With that being the case we were both authorize to rent the car, therefore, I made the complaint.
mid I need to get this complaint transferred into her name, can I do that as well?
Business Response
Date: 07/27/2022
On July 17, 2022 my Area Manager called and left a message for the customer but still has not heard back from her as of today July 27, 2022.
On July 17 2022 - My Area Manager did state that he was at this location the day she arrived to pick up her rental. After the customer was checked in one of the MTs assisted the customer and he monitored the entire transaction. The customers father was present, and everyone did an inspection on the vehicle.
After the inspection myself, our employee , and the customer went over the products and informed her that these products were optional. We went over what would happen in case of an accident and the pricing. The customer did agree to get the products and she was informed that we would have to do at least a 10-day deposit times the amount per day for the rental which equaled $552.10. This amount was explained to the customer before she signed, and the payment was taken. There was no indication during the initial interaction that the customer was uncertain on any product.

The contract that had these products has since been closed out and she is currently under a new rental contract with no Enterprise protection.
Initial Complaint
Date:07/19/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car at enterprise due to my car being in an accident. I got the car on 6/13/22.The car on then on Friday had a message do not drive service required.I called ENTERPRISE AND TOLD THEM ABOUT IT AND THE SAID THEY WERE COMMING GET THE *** AND TRANSFER ME OUT INTO ANOTHER *** .(THIS WAS FRIDAY 617/22) ENTERPRISE DID NOT COME OR SEND SOME ONE TO GET THE *** UNTIL SATURDAY ! I WAITED ALL DAY FRIDAY CALLED THEM ALL DAY NO SERVICE/ NO ONE CAME AND THEN CALLED THEM ON SATURDAY AT 10AM THEY SAID THEY WERE ON THE WAY NEVER CAME UNTIL AFTER 3 . TOW TRUCK CAME AFTER 3 PICKED UP THE *** AND THE **** DRIVER CAME 2 HOURS LATER. THE **** DRIVER TOOK ME TO THE AIRPORT THE DRIVER DID NOT KNOW WHERE TO GO . I TRIED CALLING ENTERPRISE BUT THEY WERE CLOSED. THE **** DRIVER TOLD ME I HAD TO GET OUT THE *** . I AM 72 YEARS OLD. I WAS VERY S***ED.I WAS LEFT ON THE STREET . I CALLED MY SON WHO LIVES IN SLIDELL OVER 80 MILES AWAY.WHEN I CALLED HIM HE WAS IN MISISSIPPI . HE CAME GET ME . I WAS STUCK ON THE STREET 2 HOURS. I WAS FORCED OUT THE *** WITH NO REGARD TO MY SAFETY. I HAVE NEVER BEEN TREATED LIKE THIS IN MY LIFE . IT IS NOW 6/21/22 AND I STILL HAVE NOT BEEN ABLE TO SPEAK WITH A MANAGER OR GET THE PROBLEM RESOLVED. THIS IS TERRIBLE ! MY SON TRIED GETTING A MANAGER ON THE ***** ON 6/20/22 AND RECIEVED THE ***** CALL RUN AROUND FOR 3 PLUS HOURS.HE THEN WENT TO THE ENTERPRISE IN SLIDELL AND SPOKE WITH A GENERAL MANAGER AND THIS LADY SAID THT THE MATTER WOULD BE RESOLVED AND MY MOM **** HAVE A *** BY 330 PM ON 6/20/22 .WE STILL HAVE NOT BEEN CONTACTED BY ********* . WE HAVE BEEN CALLED BY SOME ONE FROM ENTERPRISE ASKING IF THE *** WAS IN AN ACIDENT . I TOLD THEM IT WAS NOT IN ANY ACCIENT WHILE IN OUR POSSESION. I HAVE ALSO BEEN BILLED FOR INSURANCE ON DAYS THAT I COULD NOT DRIVE THE ***, MY SON IS SO UPSET ABOUT ME BEING LEFT ON THE STREET THAT HE HAS BEEN CALLING THE NEWS SEEKING HELP.I HAVE NEVER BEEN SO AFRIAD IN MY LIFE . THIS IS THE WORST BUSINESS EXPERIENCE IN MY LIFE !!
Business Response
Date: 07/12/2022
I apologize for the late response. I have been out of the office with covid for the last 2 weeks. This was actually taken care of on the day we received it. Our Manager spoke to the customer and waived some charges and apologized for her experience with us. She was more upset upset with the Uber Driver. This file should be closed.
Thanks
Business Response
Date: 09/07/2022
I responded to this complaint back on July 12th. Its below in the complaint overview. It looks like the complaint just keeps repeating itself. I don't show any new feedback from customer on this. We spoke to customer to hear her concerns and refunded her as per the feedback on 7/12/22. Am I missing something? Did the customer respond again? Please advise.
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.
I rented a car under a car insurance claim. I picked car up 7/11 & dropped off 7/15. They billed me $50 twice & credit credit. Then was billed $50 again. I called ******** ******* office on 7/19 spoke to *********, manager, said it was system glitche & it should credit back in few days. I also spoke to ******* at customer service on this. Well they had car now over 4 days & still not fixed. This will be the last time renting here if they can’t get billing corrected.
Business Response
Date: 09/15/2022
Thank you for the opportunity to respond. The Area Manager has reached out to the customer and reviewed the refund with them.
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 24th I rented a car from the Nashville location. I returned the car on June 25th. On July 7th I attempted to pick up a rental in Newport News only to find out that Enterprise had LOST my rental car from Nashville. They did not close out the rental properly resulting in my waiting 2 hours only to find out they cannot rent to me because of THEIR mistake. I have now contacted Enterprise 4 times to get a resolution and each time they tell me, "it's been escalated and will be resolved today". Which has not happened. I have been an ultra loyal enterprise customer for 6 years, and this is just ridiculous. I want this closed out. NOW! I don't understand what they are doing, but this is beyond stupid and quite possibly the worst customer service I have ever received. I have instructed everyone at *** ***** ********** to cease using Enterprise for our travel rentals. Yup, THAT *** ***** **********. You know, the international recording artist management company?? Thanks for making our exit an easy decision, Enterprise. Good riddance.
Business Response
Date: 07/19/2022
This has been resolved with the customer.
Initial Complaint
Date:07/18/2022
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.
My personal vehicle was hit by a ***** **** Policy Holder. Once they accepted liability I was allowed to make plans to leave my vehicle at the body shop. The shop and I set a date a week and a half out and reached out to Enterprise to let them know the date and time chosen. They agreed that it would be something comparable to my expedition max. After half a day of searching because the first rep stated they only had compact cars despite my week and a half call ahead, the manager called and said there was an Large SUV at the ***** **** ******** ** *********. I arrived and was given a ****** ******. Upon leaving the site, I had no issues with the vehicle until I had to travel with my 4 kids in the vehicle. The makeup of the Design of the ****** has a center console between the two captain chairs. This means, the only way my older two sons can get to the 3rd row is to completely remove car seats or climb of the center piece each time. I have had to call every Enterprise in the area every day for the last two weeks trying to get a *****. I was told they could not provide me with an expedition due to recalls. I have actually shown up to 4 separate locations and saw *****s/********* on site, but I have gotten every excuse in the book. I have been told they wont swap because the ****** they gave me is not black, one was damaged, another was a recall even though it had just arrived from being leased, and another was reserved for a customer that wanted a ***** later even though I was already on site requesting the same car. This is literally a safety issue due to space and the makeup of the car, yet enterprise has done everything in their power to ignore me and my request. They have even gone as far as to get in my face because it was my 3rd time asking for a ***** in person. It was not true, but I guess the enterprise of **** ****** ******* ***** ********** ** ***** was infuriated with my request for a safer vehicle after waiting patiently for two weeks.
Business Response
Date: 09/20/2022
Thank you for the opportunity to respond. Management worked with the customer to accommodate a switch out.
Initial Complaint
Date:07/18/2022
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 16 (two days ago) Enterprise charged my credit card $1792.70, the full amount for a reservation I had for two days instead of the planned 20 days. This letter below I sent to the company one month ago and never heard anything back from them: Dear Enterprise Management:

On June 9 I rented a vehicle from your company at the ****** ******* airport. I purchased full coverage with roadside assistance. I informed the representative that I would be taking the car into Portugal. On Saturday, June 11 at approximately 11:00 am near Santarem, Portugal the car began to drive jerkily and then stopped. We called roadside assistance and the Portuguese company sent a mechanic with a tow truck. Between many, many phone calls with various intermediaries involved, and also many unsuccessful attempts to contact Enterprise, the company decided to tow the car to a car lot / repair shop that would not be open until Monday and that nothing could be done with the vehicle until then.

We took a taxi back to our hotel and again tried many times over the weekend to call and email Enterprise. I only received an automated response (see postscript). Yesterday, Monday, at the advice of the mechanic, we took a bus directly to the ****** airport in hopes of talking to someone from Enterprise in person to find out what to do and get a new car. At the airport over the course of three or four hours we tried talking to various supervisors of the car rental company that represented Enterprise, who informed us Enterprise in Spain would have to authorize the issuing of a new vehicle. When we called Madrid, each time there was no answer. We left messages. We called Barcelona Enterprise, but they transferred us back to Madrid. Finally, we got a hold of a Madrid Enterprise employee who tried to help. He wanted to talk to the ****** employee and so I passed him my phone. Then without explanation, he hung up before I could talk to him again and the ****** employee shrugged his shoulders...
Business Response
Date: 07/22/2022
. She put bad gas
in the car and that is the reason the mechanic told us why the car
started to drive jerkily and then stopped.

That is considered
a negligence from the customer side, and she could re-claim the gas station/s
she purchased gas from the charges fro the repair.

I have tried to
call the customer to resolve, but no answer, so I left her a message today to
get back to us so we can explain and resolve.
Customer Answer
Date: 07/22/2022
Complaint: ********

I am rejecting this response because:
I received voicemail from Enterprise in Madrid, but their offices were closed for the weekend when I tried to call back. (It would have been late Friday afternoon when they tried to call me.) Regardless of the reason the car broke down, I was stranded in Portugal without a car and unable to get any assistance from Enterprise. Also, why did Enterprise take over 5 weeks to try to contact me? And why did they charge me for a 3 week rental when I only had the car for 2 days?

Sincerely,

**** ****** *****
Initial Complaint
Date:07/18/2022
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 rented a car through Enterprise on ****************** ******* ** while my car was in the body shop for repair . (Through ********************* I rented the car from Wednesday 6/22 to Wednesday 6/29 and I received a **** today 7/16 charging me for a rental through 7/9. I called the local office and they were not helpful I was told I would have to call corporate. I called corporate and was told quote that I had extended my rental through 7/9 This is not true the car was returned 6/29. I am being charged $461.18.
Business Response
Date: 07/19/2022
Hello
We handled this matter directly with the customer, the refund was processed back to her card yesterday 7/18/22. We have refollowed up with the customer to make sure she is satisfied
Customer Answer
Date: 07/19/2022

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:07/16/2022
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.
07/15/22 and 07/16/22

I was rear ended on 07/13/22 and needed to get a rental car while my car is currently in the shop getting worked on. Enterprise Rental met my wife at the dealership with the car she was suppose to use. when she brought the car home I realized the car has not been inspected since 11/21...Meaning the car should not be legally driven on the road. After looking further at the car, it had extensive structural damage to the front end and engine bay. the car's frame was off alignment by over a half inch. The car was a death trap waiting to happen.

I called Enterprise on 7/15/22 to have the issue rectified. My wife went to swap the car out with a new one and Enterprise provided her with another car with old registration and out dated inspection stickers. 2 cars in 2 days can not be a coincidence. They finally provided my wife with a 3rd car the was dented and scratched all over...but hey at least it registered and passed inspection.
Business Response
Date: 09/20/2022
Thank you for the opportunity to respond. Management has attempted to reach to the customer multiple times ay the contact information provided. They do encourage the customer to reach back to them directly if they would like to discuss the matter further.
Initial Complaint
Date:07/16/2022
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 car through enterprise through an insurance company that was returned after issues with payment due to insurance company not receiving a supplement from my dealership. Everything was fixed and they issued me another renal after clearing the balance. When I called enterprise to confirm the second rental. I was told I was placed on the DNR list because of a $900 damage waiver balance I was told I didn’t need as it was optional. Another issue is, they took out $600 from my account that needs to be reimbursed after Allstate cleared off my bill for the first rental. I have contacted my local enterprise, area management, risk management and customer service, all to no avail. I’m constantly getting the run around.
Business Response
Date: 07/21/2022
We refunded the additional amount for the days she paid for because
we were able to get an extension. She was also removed off DNR and was able to
pick up her new rental from the insurance company.
Customer Answer
Date: 07/21/2022
Complaint: ********

I am rejecting this response because:

That is 100% false. I called my bank and they have received zero funds from Enterprise. I am owed $600! Also, I am still on the DNR list and DID NOT take out the rental. They can not provide NO proof of me taking out a second rental because I am still unable to.

Sincerely,

********* *******
Customer Answer
Date: 07/29/2022
I finally received a refund. However, I am still on the do not rent list. I was NOT able to take out the additional rental.
Business Response
Date: 08/09/2022
The rental location worked with the customer to refund the Damage Waiver charge as well as additional rental charges when the insurance company approved and covered the extension. Ms. ******* was also removed from the DNR list.
Customer Answer
Date: 08/09/2022
Complaint: ********

I am rejecting this response because:

They DID NOT work with me on getting the other rental which is why I had to get a rental from another company. This is complete lies. I called multiple locations and they all confirmed I was still on the DNR list. Moving forward, I am done with Enterprise. Weeks later, I had to pay out of pocket for another rental thanks to Enterprise. I will never do business here again. They hire extremely unprofessional and incompetent individuals.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

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