We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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 2510 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.

    Please enter a valid location.

    Customer Complaints Summary

    • 4,309 total complaints in the last 3 years.
    • 1,664 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/18/2022

      Type:Product 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.
      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. 

    • Initial Complaint

      Date:07/18/2022

      Type:Billing Issues
      Status:
      Unresolved
      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:
      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 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,

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

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    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.