Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

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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

4,294 total complaints in the last 3 years.
1,655 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:06/02/2025
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.
We reserved a car in April for Memorial Day weekend at the ****** site-we specified we needed an suv. We received confirmation emails and even received a reminder at 2pm the day of pick up. Our schedule pick up time was for 6pm. When we arrived at 5:50 the day of pick up we were told the order was cancelled and someone should have reached out to us due to a jeep recall. No on reached out to us and there was no recall as we know someone who received their jeep earlier that day from the same rental site. This person said the enterprise was renting cars to people without reservations earlier that day. Not only did this company lie to us but they were renting out cars to other customers probably for higher rates.
Business Response
Date: 06/10/2025
Thank you for the opportunity to respond. Management spoke with the customer and offered compensation to resolve.
Initial Complaint
Date:06/02/2025
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.
I rented a car from Enterprise. Unfortunately, they gave me a defective vehicle. I called them immediately after noticing the malfunctions and they told me that the nearest branch in *********, ** would provide a trade-out. I was more than 100 miles away from *********. When the representative from the Chiefland branch called me, it was only to say that they had no cars available and would call me again if something came up before closing time. No one ever called back. I called the 800 number to follow up on the replacement and was told there was nothing in the record that I made a report about the malfunction of the car. I asked to speak to a supervisor, they said none was available, but one would call me back. No one did. They said I had to call the tow truck to have the vehicle picked up.The tow truck came and picked up the car on May 23rd, my rental was due back on the 24 which caused a major inconvenience not having a vehicle for that additional day.I remain deeply concerned that not only is Enterprise charging my account for the full term of the rental agreement, but they have shown no concern about putting my and my family's life in danger by renting a car that was unfit for the road. In addition, the way they dealt with this situation was devastating, and overall poor customer service.
Business Response
Date: 06/03/2025
Thank you for the opportunity to respond. Management processed a refund for the additional day to resolve.
Initial Complaint
Date:06/02/2025
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 was hit with the bill for damages to a rental car in regards to Claim Number : ******** Billing Invoice : ********** Location: *********************************** *******, IL ***** I am the only family member working in my home at the moment, as my youngest daughter has autism and my wife spends most of her time devoted to her care. So the delays on payment to this are surely not intentional. Ive made one good faith payment so far, and am trying to negotiate lower payments or negotiate more time on resolution due to the circumstances , but the representative handling it seems unwilling to do so. This could potentially affect my rental ability in the future, and I am a longtime customer, and I dont want that to happen. I have also requested that ******* *****, the claims representative over at Progressive, actually reach out to discuss the matter. The causing party of the damage at the time fled the scene, without exchanging any information, making it a hit and run, but later filed a police report to attempt to cover themselves. They have been working on subrogation of the matter, in regards to the claim I was forced to file 25 - *********, since I had no information at the time of the incident. I am stuck on this matter and dont know what else to do. Please help resolve.
Business Response
Date: 06/10/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 06/16/2025
Complaint: 23406088

I have reviewed the business' response and am rejecting it because: the other party is responsible. They fled the scene of the accident and provided no information . CPD told my wife on the phone that they dont come out to the scene unless its serious, and told us to file a report at a station. We didnt know until we filed ours on our behalf that they filed one after they pulled a hit and run, and still had zero information on them.
I am asking for this billing to me be suspended until it is straightened out.

Sincerely,

*********** ********
Business Response
Date: 06/16/2025
Thank you for the opportunity to respond. At the time the renter took possession of the 2025 ****** Altima, Mr. ******** accepted the terms and conditions of the rental agreement which indicated he was accepting the 2025 ****** Altima in good physical and mechanical condition and would return the vehicle in same condition as received, ordinary wear and tear excepted. The vehicle was returned with damage. Per the rental contract executed by Mr. ********* he is responsible for all vehicle damage which occurs during his rental period. There will be no further action taken.
Customer Answer
Date: 06/17/2025
Complaint: 23406088

I need help with these payments then because Im the sole source of income in my house right now. My daughter is autistic so my wife cant work currently. Im already dealing with maintenance issues on our personal vehicle. Ive already tried asking for a reduced payment plan or smaller amounts with **** ********** and was told no. Im trying to maintain the good relationship Ive had with Enterprise. This was not my fault and I am trying to get to the bottom of it.

Sincerely,

*********** ********
Customer Answer
Date: 06/18/2025
Im asking them for a reduced monthly payment plan to help better budget then since Im the only one working. Weve had issues with our own car lately that have costed me funds that would otherwise go to this, but they ignore my requests. Ive been a long time Enterprise customer and this is not something I want to sever the relationship I have with them.
Initial Complaint
Date:06/02/2025
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.
On 4/17/25, Enterprise Damage Recovery Unit (DRU) charged me $385 for damage to the bumper of the truck I rented in *******, ** on 3/12/25 and returned to Enterprise in ******* ** on 3/16/25. Through a call to the Durango office, a letter and subsequent emails with DRU, they've sent some documentation in response to discrepancies I noted--but still hold me responsible for the damage. Then, I wrote: my charge card statement showing over $150 paid to Enterprise than the "Rental Agreement Summary" indicated. ********* ***** (***) then emailed me a "closed rental agreement" on 5/28/25 (never before provided) which stated I took the truck two hours earlier than was true and documented on the "rental agreement summary" created on 3/12. I requested a refund of $164.79 overcharged, plus Enterprise cancel charging me $385 for bumper damage. Not agreed to, nor done. The many discrepancies/non-transparency include: ******* /Asheville-- 1) "Time Out" 9:05 am on 3/12, vs. charged for 7:00 AM, 2) Fuel "4.4 gal" but fuel indicator said "EMPTY." Also, warning said "Oil change needed" -- showed employee, who replied nonchalantly. Durango Enterprise--1) I returned the truck no later than 9:00 am on 3/16, gave key to the employee -- who told me that's all; nothing else needed. But the "closed rental agreement says"Time in" was "9:21." 2) My son and I were the drivers and were never aware of incurring any damage. After parking at ******* Enterprise, I looked at, and saw no damage anywhere. No employee came to the lot to check it. 3) To my call on 4/26/25, station manager ****** ********* emailed me an "accident report summary as of 04/26/2025" and two photos--which do show a dented front bumper. It states "12:00 AM on 3/16" as time of incident, "unable to reach customer." I had no missed calls or emails from them. 4) Photo time stamp was 4/17/25--a day AFTER return. Kansas City, DRU--resolved no issues, told me to contact the "branch," ie ******* NC for overcharge.
Customer Answer
Date: 06/02/2025
I've attached the letter I recieved today by email from Enterprise DRU. It repeats the original letter they'd already sent me in April. I'm trying to learn how to create a ZIP file of all the emails exchanged with DRU and will send when able. Thank you for your attention. ****** ******
Business Response
Date: 06/03/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Customer Answer
Date: 06/03/2025
Complaint: 23402289

I have reviewed the business' response and accept the refund for an overcharge. However, I still request that you cancel your charging me $385 for damage.
I appreciate my call from "****" yesterday-- manager at the ************ Enterprise. And I appreciate my conversation with ***** in the *** yesterday. After reviewing discrepancies I described, she said she'd talk with her manager.

Sincerely,

****** ******
Business Response
Date: 06/07/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 06/10/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Also, I sent a response letter to the Durango/airport and Asheville Enterprise offices and the *** to express appreciation for the resolutions, and offer pointers for better demonstrating trustworthiness toward customers.
Thank you, ********************, for your crucial actions toward resolution.

Sincerely,

****** ******
Initial Complaint
Date:05/31/2025
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.
Hope all is well. I had a terrible experience with a recent car rental and I hope you can find the time to help me get it resolved. The reservation number is RA#: 8DH1B7. On May 30th, I rented a pickup at the Enterprise located in ***************. Upon getting the truck, which was beat up and had ****** miles on it, not to mention it was not the same truck I reserved online, I pointed out damage to the windshield, bumper and side quarter panels to the representative, who proceeded to take pictures of the damage and take notes in his note pad. He made it clear I was not responsible for the existing damage. I drove the car up to *******, as per my rental agreement and dropped it off at the specified location. Later in the day, I got an email saying the damage had been reported and filed against me. I immediately called the location I dropped it off. After being placed on hold for almost **************************************************************************** ************ and, therefore, the damage is my responsibility. I did not cause any damage to that truck, whatsoever. The truck was like that when I picked it up. I spent 30 minutes with the guy in the parking lot in ************, pointing out every small detail. The woman who reported it told me she had no time to call the office in ************ and told me to take it up with the claims department.
Customer Answer
Date: 06/02/2025
I spoke to them this morning and they are withdrawing the claim. Thank you for your assistance, we can close the case now.
Initial Complaint
Date:05/30/2025
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.
Upon returning my rental car, I was treated rudely and was told that I would have to come back the next day. The young man continued to be rude to all the questions I had. I left and the manager met me in the parking lot to take care of everything. She apologized and told me that all overages would be taken off. That never happened.
Business Response
Date: 06/02/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Initial Complaint
Date:05/30/2025
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 overcharged by the Enterprise Rent-A-Car branch in ****, despite multiple proactive attempts to avoid this outcome.After an accident, I called the Lodi Enterprise branch more than a week in advance and then again the day prior to confirm I would be picking up my rental the morning of April 22, 2025.On the morning of April 22, I arrived at around 9:30 AM. I was told the only available vehicle was outside the price range of my insurance policy but I was told my insurance should cover the difference. I contacted my insurance, who later called the Lodi branch and instructed them to provide me with a vehicle within the covered rate and would not be covering any price difference.I called the branch that same day and spoke with ****. **** assured me that when the branch manager returned the following day, the rate would be adjusted to match what my insurance would cover.I returned the vehicle on May 1, 2025, and spoke with **** in person. He said the manager had still not corrected the rate but would do so soon. I was not given a folio at the time of return.Over the next several days, I received no folio or follow-up. I called national customer service, who referred me back to the branch. When I called again, the staff reiterated they were still waiting on the manager and suggested I pay the difference out of pocket and seek reimbursement from my insurance. I declined and reminded them I was told the rate would be corrected.On May 23, 2025, I received a notification that my credit card had been charged. I called the branch and was told the system closed it out automatically. They promised to fix the issue and send me a folio the same day. The manager, ****, called me later and stated I would receive a corrected folio and refund within the following ******* of todaymore than a week laterI have received neither the folio nor a refund. The charge remains on my credit card.
Business Response
Date: 06/02/2025
Thank you for the opportunity to respond. Management has reached to the customer via phone call but has not established contact. Management left a voicemail as they intend to speak with the customer directly.
Customer Answer
Date: 06/02/2025
Complaint: 23396757

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

I have not received any calls from the business. I have no voicemails. I am happy to call them if they give me a direct number and person's name to reach out to.

Sincerely,

****** *****
Business Response
Date: 06/02/2025
Thank you for the opportunity to respond. Management intended to speak with the customer directly and share a refund has been processed to resolve.
Initial Complaint
Date:05/30/2025
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 have rented cars from this location on numerous occasionstypically at least twice a month. Recently, however, *** experienced recurring issues. Upon arrival, the car I reserved is often unavailable, or Im asked to wait while its being washed or fueled. Initially, I was understanding, but it has since become a regular inconvenience.During my rental from May 912, I expressed my concerns to ****** when I returned the vehicle. He apologized and offered me a discount along with a free rental day, which he said would be applied to my account within 24 hours. Unfortunately, that never happened.I contacted the support office, and a representative informed me that ****** hadnt left any notes about our conversation. To make up for it, I was offered two free rental days and received an email with the codes on May 15. I was told I could use the codes either through the app or by calling in.When I attempted to use the codes in the app, they were marked as invalid. As a result, I had to use my points to redeem a free day, which I did not want to do. I then called the ******************** the email and spoke with *****, who informed meafter some researchthat the codes were invalid for any car class and could not be used at the ***************** location.I had another trip scheduled from May 2327 in ****. Upon arrival at the rental car center, I was assisted by *****, who stated he didnt know how to apply the coupons and did not offer any additional help even after I showed him the email. When I returned the car on May 27, I saw ****** again and explained the situation. He provided an additional discount and said he would forward the issue to his manager after taking a photo of the ******** of today, I have not received any further communication, and Ive been unable to reach anyone directly at the counter.
Business Response
Date: 06/02/2025
Thank you for the opportunity to respond. Management spoke with the customer and resolved the matter directly.
Customer Answer
Date: 06/02/2025
Complaint: 23395088

I have reviewed the business' response and am rejecting it because: I spoke with ****** and he stated that he will send the day(s) over from his end. I also forwarded a snippet of the call I recorded with Enterprise. I havent received the day(s) as of yet. I will accept when the day(s) are reflecting in my account or via email. Thank you.

Sincerely,

***** *******
Business Response
Date: 06/10/2025
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: 06/11/2025
Thank you for the opportunity to respond. Management spoke with the customer and addressed the issues encountered during processing of the resolution.
Initial Complaint
Date:05/30/2025
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.
**************************************************** location. I prepaid for a full size pick up over a month ago in advance through to be picked up Capitol One travel in order to move both my son and daughter back home from college for the summer. It was only 30 minutes before. My scheduled pickup that the agent called and told me they did not have any vehicle available. When questioned how this happened since I prepaid, he said, You used a third party site. I went online shortly after to see if I could book another vehicle site to through the company site and it still showed many vehicles including a full size pick up available. It allowed me to make a reservation for a pickup in 1 hour. When I arrived, The agent could not explain why and the website allowed it and said there no vehicle available. My wife called enterprise directly and the agent said they had plenty of available vehicle at ********* so she also made reservation. She specifically asked if the reservation was guaranteed and the agent confirmed it was guaranteed until time of a ch filed pick up. Within 10 mins, the agent at ********* called and said no vehicles available. By not contacting us until 30 mins prior to pick up when they obviously knew well beforehand, they really put us in an bind and caused significant change in our plans on what should have been a momentous moment of a college graduation. This was very poor customer service
Business Response
Date: 06/12/2025
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.
Initial Complaint
Date:05/29/2025
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.
On May ******* I went to pick up a rental vehicle through my insurance. Within the first few days I saw roaches. I instantly went to switch out the car the next morning at the branch I originally picked up the car from. The branch gave me another car that smelled like straight cigarettes. I bought this to the agents attention and they gave me another car smaller than what my insurance covers and tells me that they dont have any cars and I can come back later. I let them know I cant come back and forth and they told me they werent expecting to do a switch out, well i wasnt expecting a car with roaches. To add to my annoyance the smaller car that was given to me had a broken trunk and the car was older. I called customer service and they told me I can go to another enterprise to switch out the car and on my lunch break I did. I explained to the new enterprise my current situation and their assistant manger was by far disgusting, rude, unhelpful, and unprofessional didnt want to give me her name or the branch managers name. Its pathetic how they handle insurance customers and i really hope GEICO deals with them accordingly.
Customer Answer
Date: 05/30/2025
8BKQ8H reservation number
Business Response
Date: 05/30/2025
Thank you for the opportunity to respond. Management spoke with the customer and offered compensation to resolve.

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