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

4,317 total complaints in the last 3 years.
1,669 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:03/20/2025
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,

**** *******
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.

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