Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

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

4,311 total complaints in the last 3 years.
1,672 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:04/03/2025
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 left my sunglasses in the glasses holder when I returned my car. I called the location the next morning and was told that the car was being serviced and that they would retrieve them as soon as they got the car back and call me. When I realized that I received no call, I called again but this time got a call center. I was advised to file a lost and found claim online (which I did) and call the location again. After repeated attempts to contact the location, I called customer service who transferred me to lost and found. I was told that they could not help me because I did not have the number generated when I submitted the case. I have been given the run around ever since and have not received a callback despite being told that the location manager and area manager would call me. I finally was called by an administrator at the location who told me to call lost and found again and then hung up on me.
Business Response
Date: 04/09/2025
Thank you for the opportunity to respond. Management spoke with the customer and addressed their concerns with the lost item and communication processes.
Initial Complaint
Date:04/02/2025
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.
Yesterday, which was April 1 I had my car serviced at ********** in **********. They diagnosed it for $180 and they charge me for a rental car for$50. I didnt ask questions. I knew exactly what I was taking in the car in for it was not resolved however I paid it because was a diagnostic fee and the fee that they charged me. I now have received a phone call today which is 2 April from the car rental facility stating that I owe them additional funds andthey are withholding my deposit of $100. This is not my problem and I shared with them that they need to communicate this with the dealership I took my car too. I didnt ask for an exclusive price or any sort of benefit or discount I paid what I was charged **** think I should get my deposit back. I left the car with no damages of any kind, and I even filled the tank up as was asked to do I would like my hundred dollar deposit back and I want this resolved
Customer Answer
Date: 04/03/2025
Good morning,
As I mentioned that the charges were made through the car dealership for the rental car of $50 for the rental car. I just received a notice from my bank that the rental car facility has also taken out the $100 deposit which was refundable, as well as $21.03. I am blowing away at how they are coming up with this price for a small car rental! I actually filled the car up with gas and promptly return the rental by end of the day. I have gone on their website to see how much a car would cost for the day, The same exact car I used on April 1st would should have cost me in total $40.11 including tax, so I'm not sure how they came up with $121.03. But I do not think this is fair and I think it's extremely unprofessional! Especially without my authorization and I will be calling my bank to dispute these charges as well.
Business Response
Date: 04/04/2025
Thank you for the opportunity to respond. Management has researched the complaint and resolved the matter with the customer.
Initial Complaint
Date:04/02/2025
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 on March 26th. I used my corporate account, as I always do with Enterprise, which I rented with them extremely frequently. When signing the tablet, the manager, *******, said he needed my card as it was not on file. I advised I was happy to give it to him but I was confused why it wasn't on file as I book company rentals with this location very frequently. After giving him the card, I confirmed there would be no additional $300 hold for the security deposit, and he confirmed there would not since it is on my corporate account. The next day, I viewed my bank statement and saw that he told me incorrect. He did charge the $300. I called very calm and asked why it was charged, he stated that it is always charged. I explained that isn't accurate as it's never been charged with my company. He nonchalantly said, well it was charged but it will come off when I return it. I thanked him and ended that call. I also reached out about the car having no AC for the entire time I used it for my work trip. We were all very uncomfortable, as I rented a car that should function completely, especially since we had 97 degree weather those days. I called and spoke to ******* about it, and advised of the situation. Once again, very nonchalantly and not caring, he stated that he could only do a $50 credit. I advised, with the issues of not being able to use the car, due to heat, and we had to use **** primarily, I would appreciate a more significant discount. He had no care and said he wasn't doing anything more. He also charged me an additional $12 per day that I did not agree to as some part of a damage policy. I asked about that, and he stated as well that I always have that, which is incorrect.
Business Response
Date: 04/11/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and processed a refund.
Initial Complaint
Date:04/01/2025
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 from the Enterprise Rent a car in *********** and returned it on Friday 3/1 at 6:30pm. To my surprise I get an email Monday morning saying the car has been returned. and I was charged for 2 extra days. I have called and spoken with ******* at the local store, emailed her twice as she questioned whether or not I forgot to return the car. I sent her pictures when I dropped off the car. I spoke with corporate 2 twice both via chat and telephone. I also visited the business in person and was told that they would refund the overcharge without a problem. But that was over 3 weeks ago now. I don't know what else to do so I am asking for your help since they are not helping.
Business Response
Date: 04/02/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Initial Complaint
Date:04/01/2025
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 told to pick up rental car to use from this business by a State Farm adjuster so that my vehicle could be repaired after being backed into by a State Farm Client from the above location in *******. There is a body shop in this building also and I quickly told the adjuster that I was bringing my 2024 vehicle to my dealership where I bought it in *********** as I have extended warranty and I did not want any problems with my warranty in the future because of substandard being used to repair it. I picked up ****** Camray that had ****** miles on it with dents and scratches on it and the person who took me to the car took pictures of all the damaged spots. I returned the car back with ****** in the same condition that I picked it up. A young walked around the car and said that everything is good and she will email me the paperwork which I have not received. Then on Feb. 3rd I received a bill for $1674.01 for damage on the car
Customer Answer
Date: 04/02/2025
Rental Agreement #6K7BP0
Business Response
Date: 04/04/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 04/14/2025
The only thing that I received was that it was looking into my complaint and it might take a couple of weeks, which I was hoping for a response soon from them. The only thing I have left was I had taken pictures of the damage before I left the rental place as the enterprise employee was also videoing the existing damage prior to my renting it but I only have one picture left on my phone and that was damage to the driver side rear fender. All the rest of my pictures was pushed out as I was taking pictures of other things not pertaining to this. The rental agreement that I downloaded which I found after I was notified that I was responsible for damage to this vehicle shows nothing about damage and as I said, The Female employee that walked around the rental car with me stated that everything was fine. If I damaged the car, you would assume that I would have been told right then and there and not weeks later. I did not damage this car. I did not want to get a car from this location but the State Farm Adjuster said that I had to and I told him that this was totally in the opposite direction of where I chose to bring my new SUV which is under warranty and he said that I would have to get the car at his Location. This location has a auto repair shop with the Enterprise rental place in it. So I Believe that this was a set up. ******
Customer Answer
Date: 04/14/2025
I could not open their response as I and I had someone come and open it for me and I don't understand what they have decided to do but I am letting you know that the employee took the iPad and was supposedly videoing as he was pointing out the damage to the bumper and rocker panel but he just said panel and that is the TRUTH. ******
Initial Complaint
Date:04/01/2025
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.
Prior to taking possession of the rental car, I specifically inquired at the rental desk about how tolls should be handled. I was advised to use my personal EZ Pass tag, which I did throughout the duration of my rental. Despite this, more than a week after returning the vehicle, I noticed an additional charge of $416.40 on my account for toll fees.

Upon discovering the charge, I promptly contacted Enterprise and provided my EZ Pass statements, clearly demonstrating that all tolls had been paid using my personal account. Despite furnishing this proof, Enterprise has refused to reverse these fraudulent charges, which I find both unacceptable and unjust.

I request an immediate review of this matter and a full refund of the incorrect charges. If this issue is not resolved promptly, I will have no choice but to escalate my complaint to the appropriate consumer protection agencies and consider further actions, including disputing the charge with my credit card provider.

Sincerely, Dan D'Alessio
Customer Answer
Date: 04/02/2025
The rental agreement number is 751HKN
Business Response
Date: 04/02/2025
Thank you for the opportunity to respond. The *************************** matches tolls accrued by Enterprise rental vehicles with the corresponding rental agreement open at that time by way of license plate. This entity has provided the phone number ************ and email address ******************************* for any questions or disputes regarding toll activity. We urge the customer to reach out with the proof of payment from their personal Easy Pass account available.
Customer Answer
Date: 04/03/2025
Complaint: 23145134

I have reviewed the business' response and am rejecting it because:

As I mentioned in the initial complaint I did provide enterprise with proof that the tolls had been paid on my account as well as attached to this BBB complaint and department of consumer affairs complaint however enterprise didnt refund the $417.00 they incorrectly and without authorization charged my card.
further enterprise has failed to respond the very simple straight forward question of why $417.00! The toll at the Verrazano is $2.75 each way $5.50 round trip . If I crossed the bridge every day for the entire 42 day rental period (which I didnt) and I paid zero tolls (which I clearly did) see the statement that would only total $231.00. This clearly a mistake and it needs to be refunded immediately

Sincerely,

*** *********
Business Response
Date: 04/03/2025
Thank you for the opportunity to respond. The *************************** matches tolls accrued by Enterprise rental vehicles with the corresponding rental agreement open at that time by way of license **************** has researched the matter and found that the pay by plate tolling system matched the rental license plate with the Verrazano-Narrows Bridgetoll 35 times between the pickup date of 2/5/2025 and rental closure date of 3/19/2025.With their last name and rental agreement number, the customer can view the itemized invoice of the toll amount charged at ******** |Enterprise Toll Receipt or ******************************************************************* if not hyper linked. More information regarding our toll billing policy is made available at *********************** Toll Options | Enterprise Rent-A-Car or *************************************************************************************************** if not hyperlinked.
Lastly, the *************************** has provided the phone number ************ and email address ******************************* for any questions or disputes regarding toll activity. We urge the customer to reach out with the proof of payment from their personal EZ Pass account available.
Customer Answer
Date: 04/04/2025
Complaint: 23145134

I have reviewed the business' response and am rejecting it because:

1) Enterprise has charged my card $417 not the *** or ** pass. Enterprise keeps deflecting like they have nothing to do with it.
2) Enterprise is not reading the ** pass statement accurately. For example I may have crossed the bridge on a given day twice and again the next day twice. ** pass dosent always post on the exact day so one day may show no charges but the next day will show 4. But the transaction dates are easy to match if someone is genuinely interested in matching each charge.
3) Enterprise still has not addressed how they arrived at $412. If I paid no tolls the entire period of the rental that only amounts to approximately $231. And a Quick Look at the ** Pass statement I provided to Enterprise when I discovered the charge and again attached to this complaint I clearly paid the tolls on my own ** Pass tag daily.

Sincerely,

*** *********
Business Response
Date: 04/09/2025
The customer is able to use their personal ** pass. They would need to register the license plate to their personal ** pass account. In the instance that the customer is double billed, they are to reach out to the contact information provided in each response. Tolls for the ** tolling system are handled with a third party. We are not able to refund charges that are not on our system similar to tolls from ********. The customer has been properly advised, and we wish to get the matter resolved for the customer. They would just need to reach out using the contact information provided.
Customer Answer
Date: 04/09/2025
Complaint: 23145134

I have reviewed the business' response and am rejecting it because:

1st you claimed my easy pass didnt scan at toll . I proved it did!
2nd you claimed it didnt scan everyday. I proved it did!
Then you didnt respond to BBB.
3rd now you claiming I needed to register my esay pass before hand. Thats not what your desk clerk stated nor has anyone until this point claimed that
and you are still failing to address how you come up with over $412.00 thats quadruple the tolls if I paid nothing which I did

Sincerely,

*** *********
Customer Answer
Date: 04/17/2025
How is charging me for tolls I clearly paid good faith?

how is charging me twice the amount of tolls even if I hadnt good faith.
this complaint is not closed.
Initial Complaint
Date:04/01/2025
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.
Location: ********************************************* Store #**** I had a weekend rental and they have in their contract unlimited mileage. They charged me 25 cents a mile over, 800 miles. It was an extra $200 plus dollars. I tried to get a hold of the store manager and district manager and no one returned my phone calls. I would like a refund.
Business Response
Date: 04/04/2025
Thank you for the opportunity to respond. Management has reached to the customer but left messages as they have been unsuccessful in reaching the customer. They intend to speak with the customer directly.
Business Response
Date: 04/08/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, processed a refund, and ensured the customer was made aware of steps for future reservations.
Initial Complaint
Date:04/01/2025
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.
he week of March 24, I made several reservations to rent a vehicle from Enterprise, at various locations. Each time, there were no cars available. I finally rented a vehicle from Enterprise Rent a Car in *******, with the intention of driving it to *********, which is where I just moved. I noticed a loud reverberating throughout the car, that continued to get worse- louder and shakier. I called the next morning and was advised by roadside assistance that I could go to the ********************************* location and they were expecting me and could swap my vehicle out. The staff at the airport told me they had too many bookings and sent me to ***. The staff at *** told me theres no way due to the number of reservations, even though I made it abundantly clear I had been advised Id be made priority and was in an unsafe vehicle, now two days delayed on my trip. I called roadside assistance again, who said they would now escalate it to another branch, 4700 34th. I was advised to call in the morning. I did this, and the guy working told me he had 30 bookings to fulfill. I told him the situation and he repeated himself. I told him that Id been advised the issue was escalated and that Id take priority for a vehicle. I asked if I should call them back and make sure its escalated? He told me sure you can try that but I have 30 bookings. I called roadside assistance again who said that I should try again the next day since its Sunday. Yesterday, Monday, was day 4 trying to get a resolution. I spoke w several people, assuring me that Id receive a resolution that day and that a field supervisor would find a vehicle for me and call me w where to pick it up. Nothing was done. Today I called to check status to learn its been escalated to a series of levels, meaning people keep passing it on to the next guy instead of helping me find a replacement vehicle at one of their dozens of locations in the area. Ive been paying for a car I cant drive and with time I dont have.
Business Response
Date: 04/10/2025
Thank you for the opportunity to respond. Management has attempted to reach the customer since the return of the rental but has not established contact. Management offered compensation to resolve the matter.
Initial Complaint
Date:03/31/2025
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 Rent-A-Car | March 27, 2025 | 8:25pm. On An Enterprise *** contacted me by phone. I confirmed that I would pick up the vehicle that day and asked if my drop-off location was set for the ************, ** location. The *** said the vehicle is reserved for round trip and a one-way reservation would add $50 dollars to the total cost and I would be required to return the vehicle to an airport location. A few hours later I arrived and the *** came to the front desk 10 minutes after. The *** confirmed Id be returning the vehicle to a different location. During that time I stated that it was inconvenient to 1. be charged an additional fee for a one-way trip and 2. be obligated to return the vehicle at the airport 30 mi. from my home. The *** said theres nothing he could do about that as it is the companys policy. I said I understand, Im just providing feedback as customer. The *** asked me to wait one sec as he returned to the back office. He returned with a cell phone and told me the manager would like to talk to me. I picked up the phone.. The manager immediately asked me whats the issue. I said theres no issue, I just relayed my concerns to the ***. I stated Ive done business with Enterprise and other rental car companies and have never been charged a one-way fee or been obligated to return a vehicle at a specific location. I said I didnt request to speak to you and would just like to pick up the vehicle. The manager stated that his employee did not ask for my feedback. The manager also said that I was entitled and that they would no longer be doing business with me. I asked the manager if he was denying me service. The manager said yes. I handed the phone back to the ***resentative. I immediately called New Jersey State police to file a ***ort. The police met me in front of Enterprise and took my statement. After the officers left I went to Budget Rental and was in a vehicle in less than 5 minutes.
Business Response
Date: 04/09/2025
Thank you for the opportunity to respond. Management has reached to the customer but has been unsuccessful in reaching the customer.They have sent an email to the customer as they intent to speak with the customer directly.
Customer Answer
Date: 04/15/2025
I received an email from ****** ***** on April 8, 2025. The email was the first and only time Enterprise contacted me following my complaint. I responded to her email and called the number provided in the email, twice. She has not responded to the email or my phone calls.
Initial Complaint
Date:03/31/2025
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 am writing to formally lodge a complaint regarding my recent rental experience with Enterprise Rent-A-Car, I rented a 2024 **** Expedition (VIN: 1FMAK2LMAXLBA15708) from ********, ** location on September 1, 2024, with an anticipated return on September 11, 2024, at *****, ** location. 1. the store representative at the ******** location misled me into believing that the Supplemental Liability Protection (SLP) offered full insurance coverage for the vehicle. 2. I paid for the rental using my Chase ******** ******* credit card, which provides primary rental car insurance coverage for damages. However, Enterprise refused to provide access to the vehicle for inspection,. This lack of transparency prevented ***** from assessing the alleged damages, forcing me to bear the full cost of $1,427.70 out of pocket. I find this highly suspicious and believe Enterprise is intentionally obstructing my ability to utilize my insurance benefits. 3. Safety Issues with the Vehicle and Suspected Fraudulent Damage Report During my rental period, the **** Expedition experienced severe mechanical issues that posed a significant threat to my safety. This life-threatening malfunction should have been addressed immediately by Enterprise, but instead, the vehicle mysteriously disappeared after I reported the issue. I was later informed that the vehicle had sustained damages, and I was charged $1,427.70 based on what I believe to be a fabricated damage report.I strongly suspect that Enterprise is attempting to conceal the vehicles mechanical defects by creating a false narrative of damages and attributing the cost to customer.Given the severity of these issues, I request the following actions:1 Cancel the $1,427.70 charge for the alleged damages, as I believe these charges are fraudulent and unjustified.2 A formal investigation into the safety issues with an explanation of why the vehicle was made unavailable following my complaint.
Business Response
Date: 04/15/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Business Response
Date: 04/22/2025
April 22, 2025

BBB

RE: Case# ******** ***** *****
Enterprise File No. ********

To Whom it May Concern:

Please accept this correspondence as our response to the
complaint filed with your office. We have reviewed the concerns raised by Ms.
*****. Ms. ***** rented a 2024 Ford Expedition bearing Virginia registration ******* from EAN Holdings, LLC, dba Enterprise Rent-A-Car in *****, California.

At the time the renter took possession of the 2024 Ford
Expedition, the vehicle was determined to be rented with damage to the bumper,
fender, and door. When the contract was executed, Ms. ***** selected SLP protection
for third party claims and declined all other optional protection products. This
was confirmed by the renter initialing on an electronic tablet at the time of
check out. The vehicle was returned with damage to the rear window. Per the
rental contract executed by Ms. *****, she is responsible for all vehicle
damage which occurs during her rental period.

After reviewing the concerns presented by Ms. *****, and
notwithstanding the foregoing contractual obligations, we have decided to close
our file as a matter of customer service. At Enterprise Rent-A-Car, we strive
to satisfy all our customers by providing excellent customer service. We hope
that our diligent efforts to resolve and address this matter have demonstrated
our commitment to customer service.

Sincerely,
******* ******, Analyst
Damage Recovery Unit

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