Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

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

4,297 total complaints in the last 3 years.
1,654 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:07/18/2022
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,

********* *******
Initial Complaint
Date:07/15/2022
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 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:
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 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:
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.
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:
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 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:
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.
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:
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.
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.

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

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

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