Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

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

4,294 total complaints in the last 3 years.
1,645 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/13/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 11, 2022 I realized I had left my *********************** purse under the front passenger seat of the rental we had just returned. I immediately called and stated I'd left my bag by mistake and that I was enroute to the airport. I asked if it would be possible to have my purse mailed to me. I spoke to ***** the assistant manager. She advised that she would check to see if my bag was in fact in the car and would call me back. According to ***** she tried calling by I mustve already boarded the place. Upon my landing back in ********* I reached out via *****'s email and was told yes my bag was in the car and yes it could be mailed back to me. She asked for the best mailing address and said it would be taken care of. As of today, I still have not received my purse. I've spoken to another manager whose name escapes me. He assured it would be sent. I have emails from ***** saying it would be returned. I sent a complaint into the corporate location with no resolution. I just want my purse back as promised and don't understand why almost 6 months later I'm still having to deal with this. I personally believe someone from the company is enjoying my bag as theirs and thats why I haven't gotten it back or had my last few communications acknowledged. Please advise whether you're able to help.
Customer Answer
Date: 07/13/2022
******************************************************************************
Business Response
Date: 08/01/2022
Enterprise Leasing Company of *******, LLC (Enterprise *******) is in receipt of the complaint regarding Ms. ********************************** The Complaint and related facts have been researched, and the below is Enterprise Floridas response to the Complaint.

On Thursday, July 28, 2022, as a matter of customer service, a check of $300 was mailed to the customer.

********************** ******* strives to satisfy all customers by providing excellent customer service. ********************** ******* hopes that the diligent efforts to address this matter demonstrate our commitment to customer service. Please do not hesitate to contact me directly should you have any other questions or concerns
Customer Answer
Date: 08/01/2022
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:07/11/2022
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 was refunded with a bad check. It bounced and cost me a bank fee.
See the charge back screen shot.
I called my bank prior to cashing it and was told to cash it via mobile deposit since my bank was over 5 hours away. Enterprise is a scam. The number was out of service
Business Response
Date: 08/02/2022
Thank you for bringing this customer concern to our attention. The original check was voided due to a clerical error and had been sent as part of standard refund process. We have spoken to Ms ********** and agreed to refund her for the original $38 check amount in addition to $12 for overdraft fees charged by her bank. This refund will be issued in the form of a $50 gift card in lieu of a paper check. This was agreeable to both parties and we have Fed-Ex'd the gift card to her directly as of August 2, 2022. Please consider this matter resolved, and feel free to reach to me directly with any additional questions or concerns.

Sincerely,

******** ********
Initial Complaint
Date:07/11/2022
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.
7/8 I took my car to the dealership. The dealership made reservation for me at enterprise to get a vehicle until they repair mines. Dealership told me that I had to get a dodge vehicle from enterprise thats the only way the dealership will pay for the cost of the rental. 7/8 they put in into a 2020 dodge Journey with 135xxx miles that drives HORRIBLE on the freeway and feels like the tires are rubbing against something. I called Farmington hills and spoke with **** the manager and explained to him the situation and that I didnt feel comfortable driving the vehicle he stated will I know you didnt want that car from the beginning and I dont have anything to switch you out with. I NEVER said I didnt want the vehicle in the beginning, that was a lie of words he put in my mouth and NEVER addressed the issue that I didnt feel safe driving the car, just rushed me off the phone and never called me back like he promised. I went to the enterprise at the ******* airport (driving the street, which took forever) trying to explain the situation to the manager. He was rude and tried to put me in a vehicle that wasnt in the dodge family. I told him the car is being covered by the dealership and it has to be a dodge vehicle in order for the dealership to cover the cost. And they I couldnt afford to pay for the rental. He proceeded to say I dont care about that, I dont have any dodge vehicles so if you want to drive a safe vehicle, you will have to pay the cost of the dealership dont, if not you can keep same car you have and just deal with it . That was so unprofessional and needs to be addressed. He had several dodge vehicles on the lot and told me they are reserved for customers tomorrow like my safety didnt matter. This has caused me to call off work for the next couple days because I dont feel comfortable driving this car. Im extremely upset and disappointed to be treated this way.
Business Response
Date: 08/03/2022
I spoke with *************************** regarding his rental in June 2022, apologizing for the poor communication and lack of care & concern the teams demonstrated when addressing his concerns. I reassured him that I would personally follow up with the *** airport team and the local location of rental in **************** to reset expectations. I gave **************** my direct number and let him know he could reach out any time. He is currently renting from our location in **************** and said everything is going smoothly.
Customer Answer
Date: 08/04/2022
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:07/11/2022
Type:Product 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 reached out via the website for a corporate but was directed to this local office. Here's a summary of my complaint. I received a car from your location last week (5/5) and the car had severe issues (rental agreement # **********). We were driving to ******* and the car's alignment was off causing us to only be able to drive no more than 60 mph and almost getting into an accident with my 4-year old in the car. The service indicator came on several times throughout the ride and we called Alamo at ********* airport to notify both locations of the issue and requested a trade-in. The *** location agreed to switch out the car via road side assistance. Upon arrival to *******, they notified my husband they were 30-minutes away and never showed up (after my husband wanted for almost an hour). That next day (5/7) they called, apologized and provided a new rental car. To our dismissed, this car had low tire pressure causing yet another. *** office told ** the car was inoperative.
Business Response
Date: 10/10/2022
Thank you for the opportunity to respond. Management reached to the customer in September and resolved this directly with them.
Customer Answer
Date: 10/14/2022
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:07/11/2022
Type:Service or Repair 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 June 26th 2022 I was in a accident and I was told per my contract with my insurance that I would be able to get a rental. They contract with Enterprise rent a car. After speaking with the local office I was advised that a rental would not be available until July 1st of this year. Enterprise is in the business of renting cars and to not have a vehicle for several days is unacceptable. My insurance is only paying until July 22 2022. I have spoken with ***** **** the local branch manager about extending the contract past the 22nd at no charge since they were not able to get me a car in time. After telling me no I said that he would have to speak to my legal council from now on if he wanted the vehicle back. He said that he would be contacting some recovery department today the 11th of July as he didn't like my answer. I still have a legal contract until July 22nd as they are holding a $50 deposit.
Business Response
Date: 07/20/2022

We have contacted Mr. ******* multiple times in regards to
his rental both before and after the BBB complaint and have done our best to
accommodate the customer within our business practices. Unfortunately we cannot
accommodate the recommendations the customer has made and have attempted to try
to remedy the situation the best we could.

Customer Answer
Date: 07/22/2022
Complaint: ********

I am rejecting this response because: I was just notified by a rental agent apon returning the vehicle I will be placed on a do not rent list as they don't like the fact that I reported this to the BBB. They need to provide legal basis for doing so?

Sincerely,

****** ******* **
Initial Complaint
Date:07/11/2022
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.
We had made a rental reservation on January 16, 2022 for a full size van. We received a confirmation at the time of rental as well as a follow up confirmation the week prior to pickup date. At time of pickup we went to pick up rental and we were told that there was no full size vans available. Enterprise East branch were unable/unwilling to assist us with obtaining a full size van that was needed to take a ***** of *** Scouts to ************* the following morning. Enterprise said that they had no Full size SUVs or mini vans to attempt to make a substitution. The staff at enterprise told us there was nothing they could do and that despite the rental confirmation that the rentals are not guaranteed. I attempted to follow up and escalate with customer service and was told that someone would get back to me by Friday. I explained that this was not helpful since we needed to get the children to another state in the morning. Again, no one was able to help me. Friday came and went and I didnt receive a follow up call from the management. No one was willing to give me any contact information for anyone to escalate the problem to and I was simply directed back to the Danbury East branch who were unwilling to help us.
Business Response
Date: 07/18/2022
I was able to get a hold of the customer. They were offered 2 sedans and maybe a minivan which didn't work for them, and eventually were able to get a minivan from another location. She is going to email me the receipt/contract and we are working out reimbursement, just waiting on her to get back to me.
Customer Answer
Date: 07/25/2022
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:07/11/2022
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 from *** at 10:13 am on Tuesday 6/21 @ 11:35 am I called Enterprise to express a concern with the vehicle having an exhaust order coming into the car. I was told to go to a local Entrrprise to switch out the car. I went there, they sent me to *****************************. They said they dont have a vehicle available. I called Enterprise back, they said they will escalate my concern. I received a call from Enterprise last night offering me a Carvan I explained that that vehicle is too big for me, I am looking for a compact or midsize. No response. I called Enterprise again this morning, again I was told to go to ********************, rather then going I called, I was told there are no vehicles available. I have been given a list of 6 locations in the ************ area to call to find a swap out. I do not think I should have to spend another day worrying about this car, I rented a vehicle because I needed one to get around and now I can not. Your assistance is appreciated.
Business Response
Date: 06/23/2022
Customer has been given a new car at the *********************
Customer Answer
Date: 06/25/2022

Complaint: 17459671

I am rejecting this response because:
Enterprise gave me another car after the first car that had mechanical difficulties was in an accident while parked. Had the vehicle worked properly it would not have been parked and would not have gotten hit. I could not use the car for two days but paid for those days.

Sincerely,

*************************
Customer Answer
Date: 07/19/2022
My issue has been resolved.
Initial Complaint
Date:07/11/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a signed contract for a weekly rental from Enterprise for $836.70 after I returned the car I was charged $2,335.70. It was a one way rental and they said they can charge whatever amount they feel like (the additional $1,499) however the contract has 3 specific options of what can be charged for a one way rental and none of them equal $1,499.
Business Response
Date: 07/19/2022
Refunding customer $750. Completely aware of drop fee process.
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:07/11/2022
Type:Sales and Advertising 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.
We had a rental through statefarm from June 14, 2022-July1, 2022 after an accident. They charged us $54.36 for fuel service option which was fine but I returned the car with a full tank. Why would they charge me for filling up the tank when I already did that?they didnt even have the car I was supposed to get because they rented it out to somebody else.
Business Response
Date: 07/13/2022
Left message.I refunded the customer the prepaid fuel ($62.93) customer will receive refund in 24/48 hours.
Initial Complaint
Date:07/11/2022
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.
Rental Agreement # ********* Invoice # *********** with Enterprise Rent-A Car in ************************, *****. Concern of fraud for being charged for Refueling Charge ($6.57 / Gallon) for total of $32.87, when tank was full. Receipt was emailed to me after I had departed for the airport. Called number multiple times with no response. Escalated to customer service, and was quickly offered a refund, though voiced concerns of fraud. Ticket number was ********.
Business Response
Date: 07/19/2022
Customer was refunded the same day they returned. This was not a connected car so there is no way to verify if the car was short on fuel or not.
Customer Answer
Date: 07/19/2022
Complaint: 17548063

I am rejecting this response because:

I do not have a clear understanding want I may be able to do to avoid the issue recurring.

Sincerely,

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

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