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Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Important information

  • Customer Complaint:
    BBB has received consumer complaints against Enterprise Rent A Car St Louis which allege the breakdown of cars recently purchased, damage blamed on renters which is disputed by the renters, and poor customer service. 

Complaints

This profile includes complaints for Enterprise Rent-A-Car's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Enterprise Rent-A-Car has 2246 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/15/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My flight with Delta Airlines was cancelled at our first stop in Atlanta and they could not guarantee that we could get another flight for at least 2 days. As our vacation was for only 5 days, the agent suggested we get a rental car and drive to our final destination in Mocksville, NC. I rented a vehicle at the Enterprise station at the airport for a rate of $111.44 per day. As I walked away from the station, the agent said that if we did not return the vehicle to the Atlanta airport that there would be a $1500 penalty and wrote this on the outside of the brochure with a smiley face. She did not tell me this until after I signed the rental agreement. At this time we had no choice but to take the car and drive to NC which took 7 hours. To return the vehicle the next day would take two cars, 7 hrs there and 7 hrs. back to NC . I called the Winston Salem Enterprise office the next day and asked what the penalty would be if I returned the vehicle to them. The agent said $1,100.00. I asked what it would be if I returned it to the St. Louis airport and was told $700. At that time we were charged $334.32 for the agreed upon rate for an additional 3 days. We returned the vehicle after 5 pm on Sunday so it fell into another rental day (our original rental was at 3 pm). At that time we were told the total for the rental was $1,829.58. I feel the total should have been $1,257.20 (5 days @ $111.44 plus the $700 penalty). After numerous calls to Enterprise, I was told that I had not "accepted" the agreement to return the car to St. Louis and that I had "declined" the offer, therefore, they could charge me the higher weekly rate for a one way rental. I was asking them to credit me $572.38 for the amount I was charged over what I had been told by their agent in Winston Salem, NC. None of the representatives I spoke with would agree to a credit and I feel this is wrong. I am willing to pay a fair amount for using the car but not to be taken advantage of.

      Business Response

      Date: 07/26/2022

      We refunded the customer and they agreed to the resolution.

    • Initial Complaint

      Date:07/15/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was advised twice today by 2 separate representatives with Rent A Car that I would have a pick up at my house at 4:30pm. First, from the ********* **** location and then from the ********* (********) location. However when I called those locations, they had no idea what I was talking about and couldn't find any information in the computer. I was also told that the $50 hold would be minimized down to $1, and again, the locations are telling my that's impossible. Now, I'm without a vehicle all together, due to this issue.

      Customer Answer

      Date: 07/15/2022

      I'm not filing the complaint on the local business offices in my area, but rather the entire company as a whole. The representatives that ensured me of false information work for their customer service ***** I just went to the ********************** site and called the number listed, **********. I don't place the blame on the local offices, but Enterprise reps absolutely shouldn't be guaranteeing things that they clearly have no idea about.

      Business Response

      Date: 09/15/2022

      Thank you for the opportunity to respond.  Management from the location was able to find a vehicle for the customer while their car was in the shop. 

    • Initial Complaint

      Date:07/14/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Basically, I turned in a cigarette smelling small car in January.
      The reservation Number ****** I was told that there would be no charge in January for the 148.96 discrepancy from the Enterprise manager and that my balance is 0.
      The bill was 1,158.65 and it was paid by insurance and I left with a statement attached (with a zero balance).

      5 months later a 148.96 charge was put on my credit card.
      I called Enterprise and was also told that they would look into this a clear the charge. Nothing has happened with multiple calls.
      I am requesting that Enterprise please not charge me 5 months after the fact for a charge they said I would not have.

      Business Response

      Date: 07/25/2022

      This has been resolved. The branch manager has
      made contact with the customer and refunded the full amount. The customer is
      satisfied with the resolution. 

    • Initial Complaint

      Date:07/14/2022

      Type:Billing Issues
      Status:
      Unresolved
      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 17, 2022, a representative charged my debit card for an unauthorized amount and caused my reservation to be denied, which resulted in unexpected out-of-pocket fees, and workplace tardiness. After speaking with the branch manager, she stated that she was district manager and that I could only escalate the complaint to her because there's no one above her in the chain of command. I contacted Enterprise's corporate office to report the incident and the issue has not been handled.

      Business Response

      Date: 07/18/2022

      I spoke to Ms. ******* a short time ago and learned of her
      concerns from a recent rental pickup attempt. This was actually out of **** but
      went ahead and resolved for customer as she is in a current rental with ****.

      Cust was thrilled I was able to follow up as she had been
      requesting a call out of **** for a few weeks with no response. I was able to
      talk with her through the concerns she had and most importantly made it right
      for her now. I am assisting her with a portion of her current rental and she is
      5/5 and will keep coming back to Colerain!!

      Customer Answer

      Date: 07/23/2022

      Complaint: ********



      I am rejecting this response because: The matter remains unresolved due to no response from the district manager of ****.  Also, the complimentary rental rates were offered as a courtesy and have not been applied to the current reservation.







      Sincerely,



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

    • Initial Complaint

      Date:07/13/2022

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      June 11, 222 I flew in from ******* to ******* after reserving a car through *****. They refused to rent me a car claiming there was a policy that they do not honor reservations occurring in the last 24 hours. However no such policy was produced, it isnt referenced on their website, and more importantly they accepted the reservation and sent me confirmation information. I had to pay another company - Alamos parent company, Enterprise - two times as much for a rental because it was a rental without a reservation.

      Business Response

      Date: 08/01/2022

      I have reached out to this customer to get their contract number for the vehicle that they had to rent from Enterprise.  I did inform the customer that we would be giving them a full refund for this rental if it was from Enterprise for the inconvenience and difference in price. 

      Customer Answer

      Date: 08/05/2022

      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. 

      Regards,

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




    • Initial Complaint

      Date:07/13/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      June 13, 2022 - June 23, 2022 ** rental car service was paid for by insurance claim but I was responsible for gas ** I received a rental car from enterprise with the gas tank nearly empty. Upon receiving I was told not to worry about returning the car with gas and that I would not be charged. Because of this, I had to fill the tank twice in the time I had the rental car.During this time my personal car was in the shop & had an estimated completion time of 22 days. Luckily they were able to finish repairs 11 days early.Unaware of this early completion I filled the rental car FULL with gas the day before returning (June 22, 2022). Which means enterprise got a full tank of gas out of me. Had I received the car with full tank I would have had enough gas to get me through the rental period & return it like it was given to me empty. I have reached out to enterprise NUMEROUS times. Ive sent emails, called the exact rental place number, and called corporate numbers stating I want to be reimbursed for the full tank of gas. When I call it goes to voicemail or someone tells me theyll handle it but nobody ever does; nor do they get back to me. Gas is obviously expensive and I shouldnt have to support a corporation because someone didnt do the right thing in the first place. During all my attempts to reach someone they had the nerve to send me a bill for toll roads. Toll roads I didnt use because I was obviously in a rental and no proof of the toll records. I would like to be reimbursed what it would be to fill up a ****** Versa in June 2022. Which is around $40-$50. At this point its the principle of good business. You say youre going to do something, then do it. I also would like the toll charges to be waived for this inconvenience (around $8). Rental Agreement # 6QHSSV Rent-A-************ ***************** ****** WORLD ******************************************************************************

      Enterprise
      067F ***** Interstate 45
      SpringTX, 77373
      ************

      Business Response

      Date: 09/21/2022

      Thank you for the opportunity to respond.  ************** team spoke directly with the customer to resolve this situation to their satisfaction. 

    • Initial Complaint

      Date:07/13/2022

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 3/12/22 I was given a rental car from enterprise through my dealership because my car was being serviced. On 4/11 I gave the car back and it was supposed to be billed to ******************* Weeks down the line Enterprise accounting team gives me a call and states they never received payment from ******************* I contacted AutoNation and they state the payment was already issued and the check has been cashed through AutoNation. Now I'm getting calls from enterprise about the money not being received and I continue to get the same answer from the dealership. My dealership is not the type to mess up and I believe the enterprise made a mistake on their part and is not taking accountability. Enterprise is charging my credit card and stating because I signed the contract it's my responsibility, yet as stated by AutoNation, ENTERPRISE already received the money and cashed it. I'm very frustrated by this process and the back and forth between Enterprise, AutoNation, and me being the victim in this whole situation. Enterprise needs to do something quickly because I AM NOT responsible for this, especially if they took the money already. I never had an issue with enterprise, but right now I'm getting some sketchy business practices from this company.

      Business Response

      Date: 07/19/2022

      We reached out to the customer and made her aware that there was a mistake with the billing and it has been corrected. Apologized to the customer for the situation. 

      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:07/13/2022

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      Enterprise is committed to provide Clorox cleaning standards. They refunded the incorrect amount when they tried to resolve the problem. Rental Agreement #: 68RWJF I have a few concerns and questions about my rental agreement. First concern I was told I would have the same price I as the reservation I booked online. I booked the reservation through Priceline which states a different price. Secondly I purchased collision damage coverage twice multiple times unbeknownst to me. My card was charged online through the Priceline site and I was unaware you'll could not access that information. I was forced to purchase it again and time of pick up. Can the branch manager reach out to me as soon as possible after he reviews the rental agreement? Speak with the agent that confirmed me my price would not change because the inconvenience of a shortage of economy cars. Especially in response to my refund request for un-cleanliness of the car rental.I am submitting an inconvenience claim and requesting a reimbursement of the incorrect electronic fund from consumer's account. For the following reason:1.An unauthorized electronic fund transfer2.An incorrect electronic fund from consumer's account3.The consumer's receipt of an incorrect amount of money from electronic terminalThe rental agreement summary dates and times for 04/25/22-05/01/22 and the total of $73.13/ day was an unauthorized electronic fund transfer. The miscellaneous refund of -$80.68/ rental and the $438.78 was an incorrect electronic fund from consumer's account. The consumer's receipt of the incorrect amount of money from electronic terminal of the full cost of the rental and security deposit was a total of $574.17.

       

      Enterprise Rent A Car
      323 ******************************
      **************, 23185-5796
      **********

      Business Response

      Date: 09/12/2022

      Management reached to the customer.  They were able to address their concerns and make a refund in an attempt to resolve the situation. 

      Customer Answer

      Date: 09/14/2022

      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:07/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      This is the third time in a row in less than a year that the vehicle I reserved has not been available on the rental day and I was notified less than 24 hours in advance. The first two times were due to the vehicle being returned damages which is understandable. This time I was notified that these vehicles have been rented out for over 2 weeks... which means they have known for 2 weeks my vehicle would not be available and chose to notify me within less than 24 hours.Instead of trying to find a solution, ****** who claimed to be the manager offered to put me on a wait list and that's it. She offered ti transfer me to reservations but she hung up on me instead. She made no offer to help find a replacement vehicle and said that a reservation does. It guarantee you a vehicle. When I asked why I was making a reservation if it didn't reserve a vehicle she said that's only if they have one available. I don't understand the point of a reservation... isn't that ti make sure it is available on that day? I tried to call back multiple times and no one ever answered. The worst customer service I gave ever experienced there and I am a long time customer with a corporate account. She needs to be fired but at the very least I want a credit for my inconvenience and third time in a row my reservation was cancelled within less than 24 hours.

      Enterprise Rent A Car
      *****************************************************br>**************, 23185-5796
      **********

      Business Response

      Date: 07/15/2022

      I spoke with the customer this afternoon and apologized for the inconvenience caused by the inventory shortages. The customer asked for compensation, and we provided without hesitation. We appreciate her business and look forward to working with her again soon

    • Initial Complaint

      Date:07/13/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a rock hit my rental windshield and then I called the shop they told me I had to pay them 250$ and my own deductible separately, they told me my claim had to be a collision, even though it was a comprehensive claim. Then I received the new rental car with window damage that I called and left the rental place a voicemail. They haven't called back. I called corporate, they told me indeed it's odd and told me the regional manager would call me. He hasn't called me (been 5 days). I'd like someone from the corporate office to reach out to me.

      Business Response

      Date: 11/10/2022

      Thank you for the opportunity to respond.  Management has resolved this.  A deductible was not charged in this scenario. 

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

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