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:03/22/2025
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 renting a car through my insurance. on March 7th, apparently the insurance stopped paying for the rent a car which i was not notified of. i got a call from enterprise from an unknown number without leaving a voicemail. For some reason, enterprise chose to call from a number that is not listed under enterprise business or a regular office phone, the number was **********. Had they called from a number listed with enterprise, i wouldve known it was them. They also did not send a text or email, or leave a voicemail like i mentioned earlier. i wasnt aware that enterprise was trying to get in contact with me until i saw a new charge on my card on march 11th, which i then returned the car. they dont want to refund me those days even though it is not my fault i didnt have knowledge that insurance stopped paying for the car
Business Response
Date: 03/24/2025
Thank you for the opportunity to respond. Management reached out to the customer on 3/6 and left a voicemail. Management intended to update the customer and reached out again on 3/7 and 3/10. Management established contact on 3/11, updated the customer, and requested an extension from ****. **** made no changes in billing rendering the customer responsible for the outstanding balance. We will be taking not further action at this time.
Customer Answer
Date: 03/27/2025
Complaint: 23102730

I have reviewed the business' response and am rejecting it because:The company is lying, they in fact never left a voicemail, and like i said they called form an unknown and unregistered number. without a voicemail, most people do not answer phone numbers they dont know as it could be a telemarketer or scammer etc. i will be taking this to the attorney general for further resolution

Sincerely,

****** *******
Business Response
Date: 03/31/2025
We have reviewed the complaint brought forward and will not be taking further action at this time.
Initial Complaint
Date:03/21/2025
Type:Service or Repair 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.
I reserved a car via my company discount at least 3 weeks prior to my pickup. I made the pick up at the Seminole store as I always do and return would be at the ******************************* since the pick up location is not open after 2pm on Saturday and not at all on Sundays. On March 8, 2025, I went to pick up the car and the person at the desk took my ID and Debit card. They proceeded to mention something about this was a one way rental and they would need an actual credit card. I was confused with the term one way as I interpret that as if I was dropping the car off at my destination and not r returning back to the same county. The person explained what they meant and after I said that was not explained to me when I rented a car in December 2024 and did the same thing with pick up and drop off. I also did not have to give my actual credit card in December and the amount was processed at the airport with no issues. When I asked to speak to someone above them, they said they were it and that the previous agents were wrong in December and there is nothing else that could be done unless I gave my credit card. I did give my credit card and just inquired if there was a way to not charge that and charge the debit card at the end. This person was very with their answers and I made a comment that their customer service skills were poor as they should try and help not make the situation worse. Long story short, they basically said I need to leave and they were not renting to me. I was very upset and called the customer service line who then told me they transferred my reservation to the airport. When I went to the airport, the transfer was not done and since i was leaving at 4 am the next morning I had to pay $300.00 extra to get an economy car. There is way more to this story and I am requesting a call back from upper management to discuss further.
Customer Answer
Date: 03/24/2025
Rental agreement 6h6ss9
Business Response
Date: 04/02/2025
Thank you for the opportunity to respond. Management contacted the customer via email,addressed their concerns, and provided compensation to resolve the matter.
Customer Answer
Date: 04/03/2025
Better Business Bureau:

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

Sincerely,

******* *******
Initial Complaint
Date:03/21/2025
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.
Transaction date 3/21/2025 I reserved a rental for my childrens spring break as I always do every march. I always rent from enterprise. This time I switched locations to the garden city location and was told they didnt have the car I reserved. This is the second time me coming to this location and them not having the car I booked for. The sales person was nasty and nonchalant.
Business Response
Date: 04/02/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Initial Complaint
Date:03/20/2025
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 had car repair at ******* collision ******************************************************************. 3/6/25 Repair bad, and had to be re-repaired. ******* thought it could take until following week for new parts. Had Enterprise rental car per **************** from ********************************* location. They gave me one choice of car with less than .25 tank of gas. I put gas in car (see receipt). The car surprisingly was ready fri. 3/7 so i returned rental car to *******. **** the manager at Enterprise told me verbally as a good will gesture to customer he would refund. Today 3/13/25 i called and spoke to **** who now says he will not return the gas money. There are witnesses to his initial agreement. I want my money back.
Business Response
Date: 04/03/2025
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: 04/03/2025
Complaint: 23061797

I have reviewed the business' response and am rejecting it because:
Have witnesses at that enterprise location who know **** offered to refund the gas money, then he did not. I expect a full refund as **** originally offered.

Sincerely,

***** ******
Business Response
Date: 04/11/2025
This complaint requires further investigation from our organization. Our management team will provide a response as soon as we can provide more information. We thank you for your patience as we work to get this matter resolved.
Business Response
Date: 04/11/2025
Thank you for the opportunity to respond. Management has reached to the customer to resolve but has not yet established contact. They intend to speak with the customer directly.
Initial Complaint
Date:03/20/2025
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.
Enterprise **************** charged my credit card for someone elses tolls on 02/08/2025. The tolls claim that the vehicle that I rented on 02/08/2025 was in ******* at ************, but it was not! Enterprise failed to provide proof of a photo showing the particular I rented going through tolls. I was in **************** during the time that these charges occurred! I never left the state of ********. I filed a complaint that has not been addressed. It has been one month. The statement of charges from Enterprise has the last 4 numbers of someone elses credit card which obviously belongs to the renter before me! Or a different rental where Enterprise may have switched the plates.
Business Response
Date: 03/25/2025
Thank you for the opportunity to respond. Management reached out to the customer and processed a refund to resolve.
Customer Answer
Date: 03/26/2025
Issue has been resolved by Enterprise
Initial Complaint
Date:03/20/2025
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.
From February 19, 2025, to March 5, 2025, I used this businesss rental vehicle services under a direct billing agreement with my insurance company. This rental was part of a vehicle replacement program following an accident, and per the Rental Agreement, I was to incur no personal charges. I adhered fully to the agreed-upon terms, returning the vehicle on March 5, 2025.Days later, without any explanation or prior notice, I was improperly charged $250.00 after the account was closed down, thus resulting in "no way" for the business to reimburse me. There was no justification for this charge, nor any breach of the agreement on my part. When I noticed the unauthorized charge on my credit card, I contacted the business to request reimbursement. My request to speak with the location manager during regular business hours was denied due to her absence, so I spoke with the assistant manager (****). After explaining my concern, he stated he needed to "investigate" and would call me back. Hours later, he informed me he could not resolve the issue and that the manager (Rajan) would contact me the next day. That call never came.Two days later, I had to call back myself. The manager was dismissive, rude, and utterly unprofessional. She refused to refund the charge, failed to provide any valid explanation, and exhibited a complete lack of customer service skills. I requested an escalation to upper management for further explanation and resolution, however I was outright denied and refused. She was non-diplomatic, uncooperative, and, after only seven minutes, hung up on me mid-sentencewithout resolution. This location operates with blatant disregard for professionalism, integrity, and customer service. The employees are accusatory, unhelpful, and unwilling to address legitimate concerns. I strongly discourage anyone from doing business with this location. It is clear they have no interest in ethical practices or customer satisfaction.
Customer Answer
Date: 03/20/2025
Original Rental Agreement with business. RA #: 79CTTC
Business Response
Date: 03/24/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Customer Answer
Date: 04/02/2025
Better Business Bureau:

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

Sincerely,

***** ******
Initial Complaint
Date:03/20/2025
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 filing a claim against Enterprise Rent-A-Car for $2,730.24 due to their mishandling of my rental agreement, unauthorized vehicle repossession, lack of communication, and the financial and emotional distress it caused my family. On February 28, 2025, I rented a car with authorization from *************** I was told to pay the daily rate until March 1, 2025, when my insurance would request an extension. I later confirmed with ************** that the extension was approved. However, on March 11, 2025, I received my first notification of a declined payment from Enterprise **************** I was advised to contact the local branch to resolve the issue.On March 12, 2025, I spoke with *****, the Enterprise manager, who said I lacked permissive use of the vehicle and asked me to return it on March 13, 2025 at 8:00 AM. I agreed, but when I went outside that morning, the car was gone. Thinking it was stolen, I panicked and had to miss work. At Enterprise, I was told the car had been repossessed without any notice, despite my agreement with *****. This miscommunication resulted in lost wages, transportation expenses, and emotional distress for me and my children.Additionally, I have been repeatedly denied access to my personal belongings left in the car. Enterprise instructed me to travel to ************** to return the keys and retrieve my items, yet I have no transportation. Despite daily calls since March 14, 2025, I receive vague responses with no resolution. Due to this negligence, I am seeking compensation for the full rental cost, lost wages, transportation expenses, mental distress, and the return of my belongings. I respectfully ask the court to rule in my favor. Thank you for your time and consideration.
Business Response
Date: 03/24/2025
Thank you for the opportunity to respond. Management facilitated several attempts to establish contact with the customer between 3/1/2025 and 3/12/2025 via phone call, text, email, and mailed correspondence regarding the financial status of the rental. Due to the circumstances of the rental, we will be taking no further action.
Initial Complaint
Date:03/19/2025
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 had a personal rental that was billed to my employer, the ********************* in which I had to pay the balance from my personal account. The payment was received 6/13-6/14. However, due to unseen circumstances, I find myself being billed for this rental that was payed immediately when due. This is very unprofessional as two years have past and people within Enterprise are telling me that they cannot find the payment when Im providing all proofs that I paid personally. I am on the DO NOT RENT list for no reason and that is very embarrassing, as well as, inconveinet.
Business Response
Date: 03/26/2025
Thank you for the opportunity to respond. Management has confirmed that the complainants rental privileges are intact and advised the customer to disregard any further correspondence regarding the matter.
Initial Complaint
Date:03/19/2025
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.
Rented a car on January 27th, 2025, because my personal vehicle was in the shop for repairs. I returned the vehicle on January 31st 2025 to the dealership with no damages to the vehicle. Someone at the location had to damage the vehicle and now Enterprise is trying to charge me. Claim# ********
Business Response
Date: 03/20/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:03/19/2025
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.
I recently extended a short-term rental but was not charged the reduced monthly rate when the extension crossed a month. According to Enterprises website, rental rates may change based on the length of the extension: Usually the longer you keep the vehicle, the better deal youll receive because you can then take advantage of our weekly and monthly rates. In comparing two recent extended short-term vehicle rentals, both of which crossed into a month for cars with identical rates for the same number of days, I was charged an additional $637 for the second rental. I contacted the branch the day after receiving the emailed invoice but was informed that it was too late and there was nothing they could do.Enterprises Car Rental FAQ states that extending your rental usually results in a better deal due to their favorable rates for longer rentals. However, this information is misleading because, in practice, customers must explicitly request the better rateit is not applied automatically.I have never needed to specifically ask for the weekly or monthly rate when extending a short-term rental, as I was previously charged based on the duration of my extension. Relying on my prior experience and the companys claim cost me an additional $637. The rental I claim I was overcharged for is Agreement# 6ZRK6T (1/19/25 through 2/23/25, ******** location), the rental I compared it to is Agreement# 6NVH0W (12/14/24 through 1/17/25, Gardena location), and an example of an earlier rental is Agreement# ***B3X (10/19/24 through 11/18/24, ******** location). The address of the Torrance location is *****************************************. The address of the Gardena location is ***********************************************************************************I reached out to the ******** location and was told the Area Manager said nothing could be done.
Customer Answer
Date: 03/19/2025
I included the rental agreement number in my original complaint, excerpted here:
"The rental I claim I was overcharged for is Agreement# 6ZRK6T (1/19/25 through 2/23/25, Torrance location), the rental I compared it to is Agreement# 6NVH0W (12/14/24 through 1/17/25, Gardena location), and an example of an earlier rental is Agreement# ***B3X (10/19/24 through 11/18/24, ******** location). The address of the Torrance location is *****************************************. The address of the Gardena location is *********************************************************************************. I reached out to the ******** location and was told the Area Manager said nothing could be done."
Business Response
Date: 03/20/2025
Thank you for the opportunity to respond. Management spoke with the customer, honored the discounted rate, and processed a refund to the customer on 3/20/2025.
Customer Answer
Date: 03/20/2025
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.