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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

Find a Location

Enterprise Rent-A-Car has 2313 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 4,294 total complaints in the last 3 years.
    • 1,649 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/11/2022

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

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

    • Initial Complaint

      Date:07/10/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I reserved a rental car for pick up on 6/25/2022 at 9 am for outside travel. I arrived at the location and was told no vehicle was available and they did not have another one to accommodate me. I waited almost 2 hours to receive a rental van which was wayyyy below the standards of a rental car. The van had several lights on via the dash , and the interior was old and outdated. When I drove the vehicle sensor lights continued to be on . I returned the vehicle and ask for another one , which I waited an additional 40 mins for. I was traveling with an autistic child and needed a vehicle that would hold 7 people. The disregard from the initial individual that greeted me was beyond disrespectful and degrading: I lost a lot of money due to not making it to my destining 4 hours later than expected. I didnt receive any discount offer or anything. I am a long time renter from enterprise, and I have even purchased two of my vehicles from this company. I feel undervalued and unappreciated as a customer. Im hoping that they are able to rectify this experience in some way

      Business Response

      Date: 08/31/2022

      Management spoke to this customer. He has been offer future rental compensation to make sure that this situation is resolved. 

    • Initial Complaint

      Date:07/10/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 23rd I reserved a Premium SUV (8 pass comp to a Suburban) My confirmation # ********** with a pick up of Saturday 07/09 @ noon and a return of 07/15. On Thursday 07/07 I called the ***************** to see if I would be able to pick up the vehicle at 9am instead of noon. I was then told by the rep the vehicle I reserved weeks ago would no longer be available and that I should call around to see if any other enterprise location could help me. are you kidding me?? 2 days before pick up for a family trip! I told the rep why didn't anyone call me. what would've happened if i didn't initiate contact and simply came to pick up and she said "it happens sometimes" I spent the next few hours going crazy trying every location I could think of. even different companies. one rep from the ************* location apologized and said i shouldn't have been brushed off like that and said he put in a request to have manager call me and resolve issue. Friday 07/08 I called again since no one called me back and was told again it would be escalated even higher and was given reference number ********. Still no response. Saturday 07/09 I called yet again and was brushed off. I asked for a number to file complaint and rep gave me a number for **** of america. I called back and another rep said there is no number to call for complaints. he said the only thing he could do is escalate it again but to not expect a call back until middle of next week!!! So I now get screwed and me and my family have to try and find alternate means of travel because of their incompetency and lack of communication. the hardship and burden enterprise is causing is irreparable. this is BEYOND bad business practice

      Business Response

      Date: 07/20/2022

      My name is ************************* and I'm the area manager overseeing the office in **********, **. I spoke to the customer and made him aware that I was really sorry about the fact that we couldn't get him a premium size SUV. We discussed the possibilities of taking different options but he didn't want to hear of any of it. I explained to due to the fact that we had the majority of our premium size SUV sidelined because of no fix recalls we could not accommodate his reservation. Customer was still not satisfied with that response. 

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

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