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

4,309 total complaints in the last 3 years.
1,673 complaints closed in the last 12 months.

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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:03/18/2025
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.
My husband and I got into a small accident a month ago and rented a car while ours was repaired. Our insurance recommended this Enterprise location. The agent offered a protection plan for a few days, and we agreed to 3 days since we were driving out of state. We asked if it would self-terminate or if action was needed. The agent assured us it would fall off in three days. My husband specifically asked if we needed to call, and she said, No, itll fall off on its *******, a month later, were being charged $37/day for a plan that was supposed to last only 3 days. I spoke to two agents, including the one who sold us the plan. She admitted she told us no action was needed, yet both agents insisted Enterprise policy requires an in-person visit to cancel. That is NOT what we were told. Had I known, I would have gone in immediately.This is their mistakeEnterprises, not ours. I should not be paying $1,000 for their error. Another branch (out of state) is helping me, and even they are shocked at how this location refuses to make it right. This feels like a scam.They also put me in a more expensive car than I wanted, citing availability. Our insurance covers $42/day up to $1,500, which weve now maxed out. We agreed to 3 days of protection, not a month.A manager was supposed to call me today, but nothing yet. I called back and was told, We cant refund you. It was a miscommunication. That is NOT ethical business. I refuse to pay for their mistake.
Customer Answer
Date: 03/19/2025
The office has resolved the issue. They issued a refund late yesterday. Thank you for your time
Initial Complaint
Date:03/18/2025
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.
The complaint is that Enterprise Car Rental will not engage with me to resolve being wrongly put on their do not rent list.The period of the events regarding this complaint begin on 26 Dec 2024.Thats the day I found out I was on the do not rent list. Ive called Enterprise customer support 6 times from 26 Dec through today (18 Mar). Each time I was promised that Enterprise *************** would contact me to resolve the problem. They have refused to do so. I believe the reason that I was put on the do not rent list was an Enterprise rental, that I had rented and returned to the rental office in ***********, ** summer of 2021, was stolen. At first Enterprise was unaware that it was stolen and thought that I still had it while I thought it was returned. After we both realized the car had been stolen, ****, my insurance company, and Enterprise resolved the financial issues and put them to rest.I thought everything was good until I needed to rent a car on 26 March 2024 when I tried to rent a car because of an accident . Ive been trying to resolve the problem since! Enterprise will not talk to me!!!
Business Response
Date: 03/20/2025
Thank you for the opportunity to respond. Management spoke with the customer and reinstated the customers rental privileges.
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,

**** ******
Initial Complaint
Date:03/18/2025
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 providing as much detail as possible to facilitate a fair resolution between myself and Enterprise Rent-A-Car.I rented a vehicle from Enterprise Millcreek location on February 12, 2025, through my insurance company while my personal vehicle was being repaired.When I picked up the car, I noticed a pre-existing scratch on the passenger side and made sure to inspect the vehicle carefully. There was no damage to the mirror at that time.On March 12, 2025, at 4:30 PM, I returned the vehicle to Assured Automotive, where no Enterprise representative was present to inspect the car upon drop-off.Later, Enterprise falsely claimed that I caused damage to both the passenger side scratch and a crack on the mirroreven though the scratch was already there, and there was no mirror damage during my rental period.Enterprise did not inform me before charging me $500 for these alleged damages.I received a call from Enterprise about the scratch, and when I informed the representative that it was already there, he simply said okay and did not mention any charges.However, when I later checked my credit card account, I found that ********************** had charged me $500 without my knowledge or consent.Additionally, when I called customer service, I was informed that a crack in the mirror had been added to the claimdespite the fact that it was never mentioned in the initial conversation.This has been an extremely frustrating and unfair experience. I request a full refund of the $500 charge and a proper review of my case, including inspection reports and photographic evidence of the vehicle before my rental.I appreciate your help in resolving this matter fairly and promptly. Please let me know the next steps I should take.
Customer Answer
Date: 03/18/2025
Rental agreement number: 767L5W

Business Response
Date: 04/02/2025
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: 04/09/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:03/18/2025
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.
My wife made a reservation for a compact rental car online. When we arrived to pick up the car, we were informed that they only had minivans available. We were willing to take the minivan instead but at a discounted rate. We even offered to take the minivan and come back to swap the van for a compact car once one became available. We were inconvenienced by driving 45 minutes to Enterprise to pick this car up that appears available online but turns out to be unavailable in person. The website should not allow you to reserve a specific type of car if it is not available to be reserved. The manager (******) was rude and not willing to work with us or offer us any type of help or discount. When asked what the manager's name was, none of the employees wanted to tell me what it was. They also said he did not have a card with his information on it. It took me getting irritated before they gave me his first name. This Enterprise location has very poor customer service and am unhappy with my experience. I will not ever return to that location.
Business Response
Date: 03/31/2025
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: 04/09/2025
Thank you for the opportunity to respond to the complaint. Management has reached to the customer via phone call and email but has been unsuccessful in reaching the customer. They intend to address the concern with them.
Initial Complaint
Date:03/18/2025
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 had rented a car from Enterprise at the *************************** (agreement number *********) February 28 to March 4th. I returned the car on the 4th of March at 11:04 PM. I realized that I left my booster seat in the back but couldnt get ahold of anyone until the following morning. I had to file a report to their lost and found department: Reference Number: ******** filed March 5th Date Lost: 3/04/2025 Where Lost: RU805820 Item Category: Carseat / Booster Description: Booster / Safety 1st / Cloth / Capri Teal Additional Info: Grand two-in-one booster car seat, forward facing. Teal color. RA# ********* I called every day after and kept getting the run around. My mom went up there on March 14th 2025 and one of their employees let her look at the car seats they owed but didnt see mine. The employee went on to say that she took a car seat to her friend and her boss said it was okay. I continued to call up there and they made no real attempts to help me. They hung up on me I have to call several times in one day before I can actually get ahold of someone and even then they dont help. Its now the 18th of March 2025 and I still havent heard anything from them. I filled another report number ******** still no word.
Business Response
Date: 03/19/2025
Thank you for the opportunity to respond. Management spoke with the customer and will return the customer's item located in lost & found.
Customer Answer
Date: 03/29/2025
Thank you they finally gave me my car seat back and it has been resolved thanks again
Initial Complaint
Date:03/18/2025
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 Feb 3rd, I was provided with a rental, I drove to work that morning and at 5pm when I was attempting to leave the rental vehicle would not start. Tried again and again did not start. On the dashboard received an error code about the steering wheel and vehicle powered off. I contacted Enterprise where I made the resv and she stated I would need to contact roadside services for a tow. Called the first time was told an hour wait, so called enterprise location back and she suggested i get to the one that was 3 miles from my workplace by Ubwr which they provided and I did just that. Once I arrived to the enterprise location at the airport I was told i couldn't secure another rental since the 1stbhad not yet been towed. Explained the situation that the vehicle was not responding and would not start at all and was told nothing they could do. The 1st tow driver called and said he would be late and arrive after 730. Explained i was not with the rental, I had the keys and would not start that driver canceled the tow. I then had to call roadside again and set up another tow which was also another hour wait. About 20 mins later they called and stated that they couldn't tow the vehicle either and had to set up a 3rd roadside assisted tow. FINALLY the 3rd tow driver was competent enough to understand what was going on and said he would secure and let enterprise know he had possession of their rental so I would be given another. Now it's after 8pm and I'm still an hour drive to home. The rental was returned on 2/11 since they provided a switch out and then maybe a week later I get a call from someone with enterprise asking about the tow. I Explained that I didn't think it was fair to charge me for the tow since it was a mechanical breakdown. I asked to have a sup or mngr contact me to discuss further and advised i was not in agreement agin and would not be paying for the *** at that time till i spoke withba sup or mngr. A few days later I was billed $181.40 without consent
Business Response
Date: 03/19/2025
Thank you for the opportunity to respond. Management has processed a refund of the tow fee.
Initial Complaint
Date:03/18/2025
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 rented a car and returned it with no issues. A week after I returned the car they charged me an additional $165.00 for no reason. I had Enterprise customer service look into the matter and they said there is NO reason I should have been charged an additional amount. This is FRAUD. **** at 7th st said many times that I would be refunded the money. First it was "Accounting will take care of it," then "the Manager would take care of it." I've spoken with **** about 8 times and each time he reassures me it is taken care of. I'm guessing these guys do this frequently and get away it.
Business Response
Date: 04/09/2025
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:03/18/2025
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.
Deposit was not refunded, after car was returned in perfect condition and on time.
Business Response
Date: 03/19/2025
Thank you for the opportunity to respond. Management has researched the complaint and found the refund of the $300 deposit was processed upon return of the rental vehicle on 1/25/25. Management also confirmed the total cost of the rental is reflected accurately on the customers rental agreement provided alongside this complaint. Management has left a voicemail for the customer as they intend to speak with the customer directly.
Customer Answer
Date: 03/19/2025
Better Business Bureau:

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

Sincerely,

******* *******
Initial Complaint
Date:03/18/2025
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 entered into a rental agreement with Enterprise on Mon Dec 23. with an additional driver on the contract ****** *****. The contract was for the time frame for Dec 23 thru Dec 31, with the vehicle being picked up and returned to Enterprise on S. ********************* in *********. The issue is that no one ever said that the location was thinking of closing due to the new year. I received multiple text messages during the rental time and still no one made mention that the office was closing early on new years eve. On Dec 31st the car was returned using the drop box because ****** called requesting a little bit more time to drop off the vehicle. When he called the second time there was no answer no did the voice mail state the business closed early for new years eve. I received the first call two days later stating they had just gotten back into the office and would be charging me an extra two days. I disagreed immediately. The store manager still charged one extra day stating that he remained at the location until 6pm, no proof ever given of that, and he wasn't there when the vehicle was returned. However, the ***** was changed in GA by Enterprise as the vehicle need maintenance. The original total cost should have been $584.89, **** charged my card $666.37 never once honoring my verbal, emailed nor voice mail request for an itemized billing of why he over charged me. To date I have yet to hear back or receive anything from Enterprise. I would like my credit difference between my contract and what was charged on my card. $666.37 -$584.89= $81.48. The lack of customer service and proof for the extra charges was not given. This should not allow the business to charge whatever they want to my credit card. **** is the store manager, I tired reaching out to the corporate office with no one returning my calls.
Business Response
Date: 03/25/2025
Thank you for the opportunity to respond. Management reached out to the customer and left a voicemail as contact was not established. They intend to speak with the customer directly.
Customer Answer
Date: 03/26/2025
Complaint: 22979584

I have reviewed the business' response and am rejecting it because: I received a phone call yesterday, 3/25/2025 @ 12:30pm; a message was left by a gentleman named ***, he stated that he is the Area Manager, working in **** and Temple stores, he did not leave any contact information for me to reach out to him. He stated he had a meeting @1pm and would phone me back. I have not heard back from this individual and do not want to close my case until I have actually spoke with the Area manager, as the individual I was originally dealing with **** is supposed to be the branch manager. While I am eager to deal with the issue at hand, not having a last name nor any direct contact information puts me in the same situation as when I was trying to communicate with ****. He simply stopped responding to my emails and not taking any calls.

Sincerely,

****** *****
Business Response
Date: 03/28/2025
Thank you for the opportunity to respond. Management spoke with the customer and resolved the matter directly.
Customer Answer
Date: 03/28/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I wanted to personally thank you *** for contacting me directly. I appreciate his professionalism and attentiveness.

Sincerely,

****** *****
Initial Complaint
Date:03/18/2025
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.
Rented a car from march 4th - the 7th with enterprise rent a car in *************************************. returned it per agreement with no damage. Five days later I recieved an emailed letter claiming they were seeking damages to the car. the letter contained no details of the alledged damage. i called and eventually got to someone who stated it was for hail damage but could not tell me more. I explained there were no storms in ****** the week i was there and wished to dispute the claim. The could not provide the insurance policy i purchased the name of the repair shop they claimed it was taken to or the estimated cost of repair.
Customer Answer
Date: 03/27/2025
I have attached the weather observation for the rental period of the vehicle when the company is claiming it received hail damage to the roof. additionally, I do wish to point out there were two other people traveling with me who can explain there was no damage to the vehicle when we returned the vehicle.
Business Response
Date: 03/31/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 04/01/2025
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.