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.
1,668 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: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 ordered a rental car on 3/30/25 at 12:25 pm. I was told it would be delivered to my home by 1 pm. At 12:25 pm I was informed that the car was confirmed to be delivered at 1 pm. I called back at 12:47 to confirm and was reassured the car would be delivered asap. When the car was not delivered by 2 pm I called again and they reiterated it would be delivered asap but no time given. I called again at 1:49 they assured me the car would be delivered but the office closed at 1 pm . By 3 pm when the car was not delivered I contacted the company again and they said they could not help me because the company was closed. All rental car companies in the area were closed. I was left stranded.
Business Response
Date: 04/04/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
Customer Answer
Date: 04/05/2025
Complaint: 23137294

I have reviewed the business' response and am rejecting it because: I am waiting to hear back from the regional manager about whether or not he is going to reimburse me the last time from work of $250 and the result of speaking with his local branch manager. Awaiting those results.

Sincerely,

***** ********
Business Response
Date: 04/09/2025
Thank you for the opportunity to respond. Management has approved a check that will be issued to the customer to resolve.
Customer Answer
Date: 04/10/2025
Great response from management. ******* and resolution made. Reimbursed for lost time from work. Thank you
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.
On 03/29/2025, I made a reservation for a vehicle at the enterprise location for 1pm. Upon arriving via ***** I was told that my reservation couldn't be honored and that the system was accepting reservations despite no there being no vehicles available. The service representative didn't even apologies or offer any solution. I am seeking a refund for my **** ride.
Business Response
Date: 03/31/2025
Thank you for the opportunity to respond. Management processed a refund to resolve the matter.
Initial Complaint
Date:03/30/2025
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 pre-reserved a *** with the management before picking up on 3/27/2025. 1.While walking around the *** checking for any dents etc, I was receiving upselling on adding additional $25.00 cover for insurance even thou I have full Coverage on my car insurance. I stated this several times but that did not matter, i still was told that i would be mistaken if i did not take the extra coverage. I did'nt.2.Once I was in the extremely dirty, you could barely see out of the windows and no way santized*** as stated on your website and anytime you call for a reservation. Cannot believe the DETAIL person took pride in presenting this *** as a rental; looks like it just came back and no one cared about how it looked. About 1/4 mile out of the complex when i noticed the warning lite that i had less than 38 miles before i was on empty. I called the back end number and told them about this and ******* all could say was "my bad".. Really? So where I was going with the rental is very rural and finding a gas station before i ran out of gas was going to be a challenge. I called the main number and asked to have the manager to call me, i rent alot of cars from Enterprise. Its now 4 days since the event, still waiting for that call, I have called back several times to Enterprise and told a message was sent to area manager.I had to now add a stop and now find a station to fill up gas and then try to reset my schedule.3. when i returned my rental on Friday, no apology was given for the gas situation. but what was done by ******* was he gave my number to Enterprise Car Sales and now everyone is calling me asking me if I am interested in buying a car. I have a car and i never asked or gave permission to have anyone contact me about a car. I have to change my cell number due to this issue.basically, you lost me as a customer. I am so upset, shows how much you dont care about your customer but everything is an up sell.
Business Response
Date: 04/02/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and processed a refund to resolve.
Initial Complaint
Date:03/30/2025
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.
Reservation Date: Booked on December ?26, 2024, through ****** Travel, fulfilled by Enterprise Rent-A-Car.Reservation Number: ********** Scheduled Pick-Up Date: December 27, 2024, from ?the location ********-HIGHWAY 6, ********************************************************************************************Rental ?cost: $364.69, charged by Enterprise through the ****** Travel platform.Service Promised: A one-way rental vehicle to begin a trip to ?********Nature of the Dispute:? On December 27, 2024, the day I was scheduled to pick up the vehicle, Enterprise called me to inform me that? the vehicle I requested was ?n?ot available at the confirmed pick-up location.? I immediately contacted Enterprise customer service and spent over ?20 minutes on the phone attempting to resolve the issue. Despite multiple calls, no effort was made to transfer a vehicle to my chosen location or work with nearby Enterprise branches to honor the reservation. As a result, I had no viable transportation for my planned trip and was forced to cancel our departure and purchase round-trip flights for my family on short notice totaling $1,439.88. My travel plans were built around driving. So, the last-minute flight was not an upgrade or preferenceit was a direct and necessary replacement for the rental car that Enterprise failed to provide. After filing a complaint through *************, Enterprise offered a partial refund of $355.25, but it does not come close to covering the financial loss I experienced. I'm requesting a full reimbursement from Enterprise of $1,439.88, the amount I paid for flights that became necessary only because Enterprise failed to deliver the service I had booked and relied on, and they shifted the problem-solving burden onto me. I believe I have been treated unfairly and am seeking the Better Business Bureaus assistance to pursue a more appropriate **************** of voicemail from Enterprise on Dec. 27 detailing that our vehicle was not available: *******************************************
Business Response
Date: 04/03/2025
Thank you for the opportunity to respond. Management worked with the ****************** and issued a refund to resolve.
Initial Complaint
Date:03/29/2025
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 March 10 I was in an accident that was not my fault. I was sent to enterprise at ******************************( the address is wrong on your website) by ***** and approved for a car comparable to mine. I was informed of the option to upgrade for $14 a day and I chose to upgrade to an suv for 2 days. I was charged accordingly. On wed I arrived to return the suv as my payments were up and I did not want to continue to upgraded vehicle. I was informed there were no cars available to swap and I was stuck with the suv but at no additional charge because they did not have a vehicle they promised to the insurance to have. I did not recieve charges for 3 days until Friday morning I woke up to a triple charge of $44 for the 3 days I was informed I wouldn't be charged. I called in and explained that and was told I'd be refunded all charges. I was not. I went in person Friday after lunch to get a car and they still had none. I called 6 enterprises within 40 miles of me and none had a car on their lot only suv and trucks. They finally offered me to keep the suv for no additional charge again and I made sure I was not charged again. When I returned the car I was only offered my security deposit and 1 day upgrade fee as a refund. I am owed 2 more days of upgrade fees and they refuse to refund me. They lied about vehicles to make a quick ***** I do have reciepts but not available right now to upload. I can upload later when I get to them if needed.
Customer Answer
Date: 03/31/2025
I recieved more charges from enterprise not stated in the contract I recieved. I agreed to the charges stated in the contract but was charged an additional amount. The manager **** informed me he was off work for 2 days and had charged me a triple amount for 3 days of an upgrade fee I did not agree to. He batch charged me when he returned to work before reaching out about the situation. I agreed to the minimum 1 day rental of an SUV whereas the insurance was covering a car not an SUV. I tried to return the suv when it was due and was informed there were no trades available for a car. I was also informed I would not be charged an upgrade fee due to lack of vehicles on enterprises lot. I was not charged for the following days which I thought was the case until I woke up Friday with a multi charge for the days I was told I wouldn't be charged. I was informed I would be refunded for my security deposit and all additional charges accrued. I was not refunded for those charges. And enterprise management has been of no help to resolve these charges
Business Response
Date: 04/02/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund.
Customer Answer
Date: 04/03/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I was refunded. Thanks

Sincerely,

********* ****
Initial Complaint
Date:03/28/2025
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 am writing to formally dispute the damage claim of $3,311.60 that was erroneously made against me. I received an email from ******* ******, stating that I am responsible for this amount, but I must emphasize that the damage was not caused while the vehicle was in my possession.I responded to ******** email, explaining the situation, but unfortunately, I received no reply. I followed up with a second email, copying the claims department as instructed in the letter, but I still have not received any response. This lack of communication is extremely disappointing and unprofessional.A few days ago, I spoke directly with ******* ****** on a recorded call, during which I inquired about the inspection process for vehicles. I specifically asked if every vehicle is thoroughly inspected before and after each rental, including taking pictures, and was informed that this is not always done. This is concerning, as it seems that damages from other customers may be mistakenly attributed to me, which I strongly dispute.I refuse to pay for damages I did not cause. My family has been loyal Enterprise customers for years, and I never imagined we would be treated in such a manner. When I returned the vehicle, it was inspected, and I was handed a receipt indicating that everything was in order. I find it unacceptable to receive a damage claim two months later, especially without proper communication.I understand that ***** Paranello is the area manager for *********************************** location. I am requesting that this claim be retracted from the insurance company. It is unacceptable that damages could be incorrectly attributed to a customer due to insufficient inspection procedures. Furthermore, when I called the location to discuss this matter, I was redirected to customer service and was unable to contact anyone directly via email. There's no email that I can communicate through to the actual location. May God bless and thank you for your kindness.RENTAL AGREEMENT #6MW4GS
Business Response
Date: 04/11/2025
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.
Customer Answer
Date: 04/11/2025
Complaint: 23130590

Here I've provided yet another email I've sent to the enterprise claims and customer service department. That claim was sent well over the standard 30 day policy that car rental agencies have to report a claim or let the customer know. Also, my contract stated nothing pertaining to claims or damages. Once again, damage was not done by me and this is a fraudulent accusation.

To whomever is handling this case, I appreciate you and I still have faith that someone will see the falsely accused situation. May God always bless.

Sincerely,

******** ******
Business Response
Date: 04/17/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:03/28/2025
Type:Product 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.
We rented at car from another location and while driving the a/c stopped working. We stopped by the Boerne location to try to do a vehicle exchange and they stated they did not have any vehicles. We called the road side assistance number and explained the a/c situation and they advised us to take the car back to the Boerne location and assured us they would assist us. After arriving a second time the workers still refused to switch out our car and recommend we drive an hour out of our way with no a/c to the airport location. On a whim I decided to try a book a rental reservation online at the ****** location and it allowed me to despite them telling me they did not have any vehicles. They even called me to confirm my reservation and offered a Jeep Renegade not realizing I was the person just there with a/c issues. This location is shady and refuses to help people. I have asked numerous times for managements number and they will not give it to me. Their unwillingness to help has cost me a 4 hour delay all while being stuck in a hot vehicle that has mechanical issues.
Business Response
Date: 04/15/2025
Thank you for the opportunity to respond. Management has contacted the customer and offered compensation to resolve.
Customer Answer
Date: 04/22/2025
Better Business Bureau:

The area manager reached out and agreed the situation was not handled in a professional manner and that company guidelines were not followed. She apologized and said she would address the issue with her team. She offered us a rental in the future if needed.

Sincerely,

******** ****
Initial Complaint
Date:03/28/2025
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 where told we needed by company standards one source of utility bill to provide proof.. after suggesting to the manager a water bill with with where the service is provided but address was still different if we could use that the manager then decided to change it to needed 2 proof of i.d instead of one with no explaination as to why and was not told why when by enterprise company standards only one os required .. nothing was explained by the employee as to why she just said she dont know and when i asked her to asked her manager why she stood there acting victim as if i did her anything .. i didnt curse ir yell i just asked her to pass my message on to the manager which she refused to but she wantsnto tell me what the manger said.. again no explaination as to why and still dis not get to talk to manager... I ALSO WAS RACIALLY PROFILED IN ..TREATED VERY DIFFERENTLY ... I WILL LET PPL KNOW ABOUT THE RACIAL PROFILING ... ITA SERIOUS
Customer Answer
Date: 04/11/2025
Location visited:
**************************************
Business Response
Date: 04/21/2025
Our Management Team has called the customer. The issue has been resolved with them. We consider this matter closed.
Initial Complaint
Date:03/27/2025
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 a location in ******** ******************** the car was in very bad shape dangerous to drive was old Im lucky I didnt get stuck
Business Response
Date: 04/11/2025
Thank you for the opportunity to respond. Management spoke with the customer and issued a refund to resolve.
Initial Complaint
Date:03/27/2025
Type:Product 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 January 30, 2025 I was involved in a three car collision on Interstate-15 at about 6:30 PM. Another driver was cited for the accident. Their insurance company (*********************) refered me to their prefered auto repair shop and car rental company (Enterprise Car Rental). On February 11, 2025 I droped off my car at the repair shop. The car rental company (Enterprise) sent an agent with a rental car to the repair shop for me. The agent and I did a quick walk-around on the car to inspect for damage. The agent took several photos of the car with her cell phone. No damage was noted and I drove the car to my home. When I arrived home I noticed that there were three minor dents on the driver's side of the roof. I did not cause the damage to the car. The agent declined to provide me with a business card and I thought that the minor damage was known to the car rental company. Enterprise car rental is now asking that I pay for the damage. I've asked the rental car company for copies of their photos, but they have not been provided.
Business Response
Date: 04/10/2025
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.
Customer Answer
Date: 04/10/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

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

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