Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

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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

4,297 total complaints in the last 3 years.
1,654 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:07/19/2022
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, ****************
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.
We rented a *** or all, they gave me a front wheel drive. I told the person at enterprise, the vehicle was being drove on the beach and he told me it was either a *** or awd. We brought the **** up the beach got stuck had to be pulled out twice. We parked the **** at a gated parking lot and they picked up the vehicle. I have been trying to get a replacement vehicle since Sunday at 2pm. They still have not replaced the vehicle. I am 600 miles from home with an ** month and ** month old. We have been stuck on the beach not being able to get to a grocery store or off the beach. I have been on the phone for over 48 hours with still no resolution. I have no way to get back home without calling someone to drive 11 hours to come get us!!
Business Response
Date: 08/09/2022
Group Rental Manager has been in contact with and spoken with the customer on 8/9 and is working towards a resolution.
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.
Enterprise is trying to claim that pre-existing damage to a vehicle occurred during my rental.

Two points of lite damage were pointed out by the Enterprise rep - who told us "not to worry about these" - neither were noted in damage report.

Rep changed story on the return and claimed that he only pointed out one spot of damage.

Local branch manager informed me that he would call me and that we could look at the security camera footage together as a means of solving the issue. He did not call, I have not reviewed any footage or damage report.

They are trying to jamn this damage claim through. The Enterprise branch is co-owned by (or their landlord is) a auto body repair shop - which I was told would do repair work - which is not a third party estimate.

Some lite local research uncovered that several people have been heavily sold insurance at this location and that their MO is to create a revenue stream for the body shop by sending "repairs" from Enterprise to the shop.

When I suggested this at the branch, I was physically threatened.

At a minimum:
- I would like to see the video footage for the yard and their report.
- I would like to know what the internal penalties are for sending out a car with damage - (to understand why the rep, a very young person, would lie under pressure about what he said).
- I would like some clarity on why neither damage spot was recorded on the damage report (they acknowledge the other pre-existing damage - but did not record it anywhere - so he could have claimed that that damage did not exist prior to my rental too - there process is to reliant on just taking their word .
- I would like to see if there is any scheme between the rental agency and the repair shop.
Business Response
Date: 07/22/2022
After speaking with this customer regarding the circumstances surrounding this claim we have come to a mutual agreement to resolve this
situation. Damage was estimated by a 3rd party vendor.
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.

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