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

4,318 total complaints in the last 3 years.
1,674 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date: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,

******* ***********
Initial Complaint
Date:03/17/2025
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 3/17/25, I went to the enterprise rental car branch in ***********, IN for a rental reservation through my insurance company ****. *****, a management trainee, asked to go over the car & make notes of scratches or dings. I showed him some scratches, but informed him that I couldn't decipher between the dirt or scratches. He apologized and asked if he could get it cleaned so we could start over. I agreed, but I didn't have any more time to waste, so I left & dropped my car off to the body shop. I returned and we went over the vehicle and I informed him that I couldn't decipher between the dirt or scratches still because the car was still dirty. He left me outside in the cold and went back in & told his manager, ***** ***** that he couldn't work with me. So she came outside and said I needed to go to another branch. I asked her if she wanted to see the dirt on the vehicle and she said she didn't. As a manager, I felt she should have gone to see my concerns for herself instead of taking a trainee's perspective. Rather she said they couldn't do business with me. I asked for her regional manager's ********** provided it, but said he was on a call and would contact me. In the meantime, I am without a vehicle while my car is being repaired. They lacked the objectivity to handle my complaint and at the least should have provided a clean car.
Customer Answer
Date: 03/18/2025
Rental agreement is 7F2STY
Business Response
Date: 03/20/2025
Thank you for the opportunity to respond. Here is the response from our local management team;
"Attn: Better Business Bureau
Please accept this correspondence as our response to the complaint # ********. Enterprise reservation #7F2STY.
Our Area Rental Manager spoke with Ms. ****** on 03/20/2025 and was able to accommodate her reservation request for a rental vehicle.
Customer Answer
Date: 03/20/2025
Complaint: 23078860

I have reviewed the business' response and am rejecting it because:
I did not speak with an area manager. An administrative assistant with a condescending tone contacted me and stated that it was not her area that was involved and she needed to forward to another area. I did get a vehicle on Wednesday evening, but the harm that was caused to me as a result of ***** *****, Branch Rental Manager, by refusing to service me and left me without a vehicle for Monday evening until Wednesday evening needs to be rectified. I will continue to pursue with **** the fact that I was harmed, and this is a national contract that was afforded to Enterprise and they did not honor their contract timely. This was an epic failure and showed true lack of training by so called managers.

Sincerely,

***** ******
Business Response
Date: 03/28/2025
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: 04/02/2025
Attn: Better Business Bureau
Please accept this correspondence as our response to the complaint # ********:
Enterprise reservation #7F2STY, ***** ******.
****** ******, Area Rental Manager, spoke to Ms. ****** on 04/01/2025 and was able to resolve the issue.
This complaint is now considered resolved. Thank you for your consideration in this matter.
Please contact the undersigned should you have any additional questions.

Sincerely,
********* ****
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.
Business Response
Date: 04/10/2025
Thank you for the opportunity to respond. Our Area Manager spoke with the renter on 3/20 and 4/1. We will be taking no further action at this time.
Initial Complaint
Date:03/17/2025
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 formally disputing the charge and collection notice issued by Enterprise regarding my rental dated July 14, 2024. At the time of renting the vehicle, I purchased the full Collision Damage Waiver (CDW). Despite this, on October 30, 2024more than three months after returning the rentalI received an email regarding damage of the car.This issue raises several significant concerns:1.Enterprise failed to notify me promptly about any issues with my CDW coverage. Instead, I was informed over three months after the rental concluded, depriving me of an opportunity to address the matter promptly.2.The full CDW purchased at rental should cover any damages incurred, regardless of fault. If Enterprise believed my coverage was invalid, this should have been clearly communicated at the time of rental or upon vehicle returnnot months afterward.3.Enterprise has not provided sufficient proof to substantiate the claim that I caused any damage. The vehicle was returned without any noted issues, and no concerns were communicated to me at that time. Months later, I received photos and accusations without concrete evidence linking me directly to the damage.4.Due to Enterprise's significant delay, I lost the opportunity to file a claim with my credit card insurance, which provides coverage only within 45 days post-rental. This has unjustly placed a financial burden upon me.5.Enterprise escalated the issue directly to a collection agency without offering me a fair opportunity to dispute or resolve the charges first, which is unreasonable and unjustified.6.Additionally, I reported leaving sunglasses in the rental vehicle promptly after returning it. Enterprise neither contacted me regarding this nor attempted to return my property, highlighting inadequate customer service and poor record-keeping.Therefore, I am requesting, Immediate cancellation and removal of any charges associated with this rental.Thank you for your attention to this issue.Sincerely,******** ***
Business Response
Date: 03/24/2025
Thank you for the opportunity to respond. Here is the response from our local management team;
Please see below response for BBB Complaint #********:
The customer was contacted regarding their ******************** complaint and stated their associates employee-only *** was unknowingly utilized. The customer questioned the delay in damage notification, as they could have used an alternate coverage. It was explained that the corporate ID use was discovered three months after the claim was processed. The customer planned to follow up,but contact has not been established. The charges will not be removed from this rental.
Customer Answer
Date: 03/27/2025
Complaint: 23075997

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

Please kindly find the attachment. The company's code allows for personal use, that's why I am paying and the rental is under my name, not the employee's name. And we share the cost together, that's why we use the code.

Sincerely,

******** ***
Business Response
Date: 04/04/2025
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: 04/04/2025
Thank you for the opportunity to respond. Management has reached to the customer but been unsuccessful in establishing contact. A voicemail has been left as management intends to speak with the customer directly.
Business Response
Date: 04/04/2025
Thank you for the opportunity to respond. Our decision to pursue the customer for these charges will stand as the customer utilized an account code for an organization they are not employed with. We have continued and will continue to contact the customer to provide an explanation.
Customer Answer
Date: 04/12/2025
Hi there,
If I can obtain confirmation from the employee that we traveled together, and thatas a gesture of appreciationwe used my credit card to pay since we booked using their preferred code, which also permits personal use, then this case should be dismissed, correct?
Business Response
Date: 04/15/2025
Thank you for the opportunity to respond. In providing method of payment for the rental, the customer utilized an account code for an organization they are not employed with. We will be taking no further action.
Customer Answer
Date: 04/21/2025
Complaint: 23075997

I have reviewed the business' response and am rejecting it because:
Please find attached the explanation of the code we used when renting the vehicle. It clearly states that the rental can be for personal use, which demonstrates that Enterprise's claim of the code being restricted solely to business use is inaccurate.

Sincerely,

******** ***
Business Response
Date: 04/30/2025
We have reviewed the complaint brought forward and will not be taking further action.
Initial Complaint
Date:03/17/2025
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 return a Rental car today and I call the local office but I was told by the lady that upper management has told 'em not to credit or reimburse money to customer when the car is brought full of gas so she said we told you not to bring it full but I rather don't take chances with them because they charged over $7.00 per gallon so I rather bring the car full, so the lady told sorry nothing I can do so your taking the loss. What kind of managers tell the employees not to refund money?
Business Response
Date: 03/24/2025
Thank you for the opportunity to respond. Here is the response from our local management team:
Dear BBB:
Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns by the customer and refunded the $27, per his request.
We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.

Sincerely,
Area Manager
Enterprise Rent-a-Car of *******************************
Customer Answer
Date: 03/25/2025
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.