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.
1,668 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:03/17/2025
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.
********: This location scams customers into insurance telling them they will not be allowed to rent them a car as the customers insurance company will not allow them to do so. So basically, they'll make you buy the insurance based off this lie and they'll receive a commission. It's taken me 4 months to attempt to recieve my refund and yet I haven't received one. Address of location: *********************************************
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.
Customer Answer
Date: 04/07/2025
Complaint: 23066227

I have reviewed the business' response and am rejecting it because: I haven't recieved my refund since December and I believe that they are using this illegal scheme to defraud many people who are using Insurance while their cars are being repaired. The manager and the employees of this business are rude and disrespectful. Corporate Enterprise representatives agreed that they should not have told us that we had to purchase the insurance in order to obtain the rental. They gave us no other option and didn't say this was optional insurance. They said our insurance would not allow them to rent the car to us if we didn't buy it.

Sincerely,

*********** ******
Business Response
Date: 04/09/2025
Thank you for the opportunity to respond. Management contacted the customer and processed a refund on 4/8/2025.
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.
On 02/14/2025, I rented an SUV from Enterprise rental branch located at *****************************************************. My debit card was charged $749.50. On 02/21/2025, I extended the rental for another week at the Enterprise branch located at *************************************, for which I paid weekly rate of $231.66. However, on 02/27/2025, I happened to find myself running errands around that area, and decided to come to the office, and asked the agent to add another week to the rental period. In short, this meant that the extension was to go from 02/28/2025 thru 03/03/2025, when the weekly period ended. On 03/02/2025, I came to the ****** ****** location and asked the agent if it was ok to drop the vehicle at the airport the following day. He said Ok, but that I would have to pay for another extra day. I explained to him that I had already paid for the week, but he would not listen. I was obliged to drive another 2 hours to ***********************, where the problem was fixed. I paid another two days to the extension, but I only used one. Just a couple of days ago, I saw another charge on my card for ******. I called the ****** ****** office, and it because I dropped the car off at the airport. I pleaded to ***** who claimed to be the manager that I was not informed about it earlier, but he was very adamant. I asked if I could speak with a supervisor. He flatly told me "No", and that there was nobody higher than him that I could talk to. I am very disappointed with this location, especially after giving me a vehicle that smelled of so much smoke that I was having ******************* the moment I sat in the car. Unfortunately, I couldn't take it back, because I picked up the vehicle at closing time, and they were already closed by the time I realized how I was tricked into renting a smoke infested car. I called the following day, and was told I could exchange it at any of the Enterprise locations in the Metroplex, and no mention about the airport restriction.
Business Response
Date: 03/28/2025
Thank you for the opportunity to respond. Management processed a refund to resolve on 3/18/2025.
Customer Answer
Date: 03/29/2025
Better Business Bureau:

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

Sincerely,

******* *****
Initial Complaint
Date:03/14/2025
Type:Customer Service 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.
This happen 3/14/25 floral park enterprise. I had reserved an SUV for one week and arrived at the location fully prepared with all required documentation. Upon arrival, I provided my information to the first ******** assisting me, and he checked me in without any issue. After my information was entered and we were waiting for the vehicle, another ******** a gentleman named Mr. **** approached and began questioning the Con ****** **** I had submitted.Despite the fact that my check-in had already been processed, Mr. **** singled me out and insisted that the bill needed to be pulled up on a phone. I calmly explained that I did not have a phone with me, which is why I had printed the bill at the library. Nevertheless, he refused to accept the printed copy and continued to press the issue in a way that felt entirely unnecessary and intentionally humiliating.Even as I offered to provide additional documentation, Mr. **** dismissed my efforts and claimed he would "lose his job" if the bill was not shown on a phone a requirement I have never encountered in all my experiences renting from Enterprise. His behavior felt pointed and unfair, as I did not observe anyone else being subjected to this level of scrutiny or suspicion.When I continued to ask what other documentation I could provide to satisfy their requirements, the situation escalated without cause. Mr. **** then accused me of being hostile and demanded that my husband and I leave the premises. This accusation was not only false but an outrageous mischaracterization of my attempts to resolve the situation."The Con ****** **** I provided was not only a valid and official document, but it also reflected a zero balance, clearly showing that my account was up to date and in good standing. This experience left me feeling targeted, disrespected, and humiliated. I believe the treatment I received was not about policy it was about how we were unfairly perceived and treated from the moment Mr. **** approached us.
Customer Answer
Date: 03/17/2025
The address is ******************************************* Ny
Business Response
Date: 03/31/2025
Thank you for the opportunity to respond. Management has reached out and left the customer messages as they intend to discuss renter qualification with the customer directly.
Customer Answer
Date: 03/31/2025
Complaint: 23068265

I have reviewed the business' response and am rejecting it because: I am writing to respond to Enterprises follow-up regarding my complaint.
While Enterprise representatives reached out to me on March 18th and 19th, I was not in a position to speak when they called, and I clearly communicated this during my brief conversation with the representative on the 19th. I was at work at the time, and more importantly, I did not feel comfortable having a verbal conversation regarding this matter. I specifically requested that communication be continued via email only, for transparency, clarity, and personal safety.
Following that conversation, I emailed ********** directly, asking for an investigation and to address specific concerns in writing. However, since that email, I have not received a single follow-up or response from her or anyone else at Enterprise. I find it unacceptable that my preferred method of communication has been ignored and that none of the questions or concerns I raised in my email have been acknowledged.
This lack of follow-up and disregard for written communicationafter I made it clear that I was uncomfortable continuing by phonedemonstrates poor customer care and a lack of professionalism. It is also a breach of trust in terms of how complaints and customer safety are handled.
As such, I reject Enterprises response and ask that they provide a clear, written follow-up to the issues raised in my email. I am still waiting for proper resolution and acknowledgment of my concerns.
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.
Initial Complaint
Date:03/14/2025
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 am trying to redeem my points with Enterprise Rent a Car. At my last job, I had A LOT of rentals through them and accrued a lot of points. When I went to try and redeem them recently, I was told that I was on a do not rent list. They will not tell me why or offer any resolution. All of my rentals were fully funded by the company I used to work for. There are no late payments, or anything. They are not willing to tell me why they have put me on that list or even tell me how to get off it. I just want off and to redeem the points I earned.
Business Response
Date: 03/19/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 03/19/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The windshield that was mentioned was indeed crack while the van was in my possession. I called Enterprise and told them about the crack the morning it happened, so I self-reported it. I resolved it as the company I used to work for paid for a new windshield.

Sincerely,

***** ******
Initial Complaint
Date:03/14/2025
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.
Date of transaction - 3/3/2025 -Rental agreement ****** Ref: 7DN0SV Car type: 2022 HYUN VENU GSE2, LIC# ********** # ***************** Amount paid on the transaction $1090.36 I rented a car from Enterprise rent-a-car which was partially going to be paid by my insurance, and I was to pay the balance. The balance due came out to be $90.36.However, upon rental agreement I was asked to buy insurance and I refused, but ****** on the counter who was helping me insisted and even was agitated by my refusal. Once we walked around the car he walked me quickly and at the time I picked the car it was cloudy (5:05PM PST) and the car just came out from the car wash and was not dry.On the day I returned the car ****** who checked my out and walked straight by the driver side door and pointed out and said he is going to mark it a damage. The dent was not even bigger that a table tennis ball, which I didn't notice while I had the car. I insisted that the dent was there to begin with since I literally drove the car the day I checked it out and the next two days was parked. I am 100% sure the dent was there and ****** knew, and charged me $1000. His manager did not even try to look in to the matter. I asked for the rental history of the car, and ****** or his manager refused to disclose.I am convinced that just because I refused to buy the additional insurance he offered, I was setup.
Business Response
Date: 03/19/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:03/14/2025
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 have been renting a car from Enterprise since October, paying weekly with my debit card. In March, I renewed my contract, paying the deposit and first weeks *********** week, a male employee mistakenly processed my debit card payment as credit. Each following week, employees used the same method, leading to three missed payments.When I renewed my contract, I provided a new card to prevent further issues. However, I never received my $300 deposit back. I contacted manager ******* ****, who dismissed my concerns, saying, See, this is why I dont like when people pay with credit cards because they dont understand how credit works.I explained I paid with my debit card, dont own a credit card, and that an employee made a mistake. Still, Enterprise never refunded my $300.I reached out to other Enterprise locations, but they said I had to resolve it with the original branch. When Jasmine found out, she was upset and said, Didnt you just call the other location with that?showing she was blocking my complaint.After this, she treated me unfairly, threatening to put me in repossession status if I didnt pay early.On March 10, I tried paying my two-day past-due balance, but they ignored my calls. When I called from a different number, they answered and took my payment. Despite this, on March 13, a repossession agent arrived, claiming I had missed payments. I showed proof Enterprise accepted my March 10 payment, but they still proceeded.Jasmines actions were retaliatory, unlawful, and a breach of contract. Before releasing the vehicle, I called the police to document everything. I plan to contact Enterprise corporate before pursuing legal action.
Business Response
Date: 03/15/2025
Thank you for the opportunity to respond. Management spoke with the customer who reported to the branch to rewrite the rental contract.
Initial Complaint
Date:03/13/2025
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 this complaint due to Enterprise Rent-A-Cars last-minute cancellation of my confirmed 15-************************** which has caused significant financial and logistical hardships for my family.I made this reservation more than 2 months in advance to accommodate three families (13 people in total) for a week-long vacation in *****. My family relied on Enterprises commitment, and based on this reservation, we prepaid for non-refundable hotels, tickets, and travel expenses.However, just days before our scheduled pickup, I was informed by Enterprise that the vehicle is no longer available, Enterprise offer multiple small cars as an alternative but we only have one driver. That is exactly why we rent a big van.This is completely unacceptable. Enterprises failure to honor the confirmed reservation has resulted in financial loss, unnecessary stress, big disappointment for my kids as they have been looking for this vacation in the pass months - major disruption to our trip.
Business Response
Date: 03/14/2025
Thank you for the opportunity to respond. Management resolved the matter and look forward to fulfilling the customers reservation on 3/14/2025.
Initial Complaint
Date:03/13/2025
Type:Customer Service 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.
Location: H323034303032******H, ******************************************************** I had a car accident and ended up having to rent a car from them to get the car rental. Everything worked out fine for the car rental. The *** asked if I wanted insurance coverage while I had the rental and I said yes. She said I would have to pay for the insurance coverage and I told her to go ahead and do it. I wasn&#**;t at fault and thought I would get refunded from ************** for the insurance on the car that hit me. I was told I would have to speak to Enterprise about the reimbursement. They told me no, they would not cover it. I never knew this when I rented the car from Enterprise. We went back and forth. I asked to speak to someone higher, **** ******. He said it was not something we would refund you for and I told him I wasn&#**;t aware that my insurance would cover the rental vehicle. They were adamant about not giving me a reimbursement. He said he could give me a 20% discount on the next rental. He said either you accept it or they would flag my name to not rent from Enterprise again. I wanted to speak to his manager, ***** *****. He never called me back. I think everything was handled improperly and not good customer service. No one has reached out to me. I called back to speak to **** ******. No one is calling me back. I would like for them to give me a refund.
Business Response
Date: 03/25/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and processed a refund to resolve.
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,

***** ********
Customer Answer
Date: 03/25/2025
They have not refunded me the full amount. They only refunded me $129.00 instead of $185.00. I would like the rest of the refund as he, **** ******, promised me.
Initial Complaint
Date:03/13/2025
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.
1, I rented a Suv,on 7/1/24 from Enterprise rental cars in *****,****on a monthly rate re rented ON 8/1 in *********, ** , I was not told, the office is closed for Labor day weekend i told the agent that I'm renting on a corporate orthodox ******************* account (Chabad). Saturdays we don't do bussiness i was charged $296 plus Pennsylvaina taxs FOR SINGLESINGLE DAYS RENTAL I WAS TOLD IT WOULD BE REFUNED TO ME BUT HASNT YET. 2, NOVEMBER A DAY BEFORE THANSGIVING I ENTER ****** TRAVELING HOME TO ***** i stop at welcome area i got into suv to start it up it didnt start. i call enterprise they sent me a tow truck took me to airport for exchage they didnt have same size of vechle only smaller. food, gifts for family packed in this suv they told me at the airport that i can take my chances with my original SUV to get 2 Miami. my whole day and night wasted and aggravation my holiday was ruined I was charged for the tow and had to run after the car rental office to refund me on tow which finally now they did.a 55/yrold single lady traveling alone missed Thanksgiving with family two members with cancer Matamoras agent told me closed on Sunday Dec 1 he will note that will return on 12/2 Mon. I retuned SUV Mon, was charged $53.20 taxes 4 single day rental. all the office errors I spoke to *****/PA agent they told me to speak with corporate they said I would get a call back I didn't I kept calling back/ forth many times, was sent back to rental offices they were not helpful very/nasty to me was charged tow finally got refund after running after it I wasn't supposed to be charged for the tow I was to get 10% off the rentals I received 5 percent only on monthly rates 7/1- 8/1$1,067.93 8/1 -9/1$2,370.18 9/-10 $1,369.12 11/1-12 $1,381.44 getting the run around for many months summary of what I want the out come $296.00 $53.20 for my largeinconveniences wastedtime moneys/aggravation 2 get resolution receive a 4 month SUV rental no/charge compensation PW
Business Response
Date: 03/17/2025
Thank you for the opportunity to respond. Management researched the complaint, verified the rental billing as accurate, confirmed the customer was provided an upgrade at no charge and received a waived one-way fee. In light of the circumstances surrounding previous rentals,we will be taking no further action.
Customer Answer
Date: 04/10/2025
I sent in a response within the week stating that I rented the car and ***** and I live in ***** I was bringing the car back to return in *****. My Thanksgiving holiday with my family,
was ruined I was in a mechanic shop the day before and the towing inconvenience and all the runaround that I was getting and not receiving the whole 10% off on the rentals that I rented at Enterprise.
I like to be compensated for 3 months free for the aggravation that I've been put through all these months but back and forth with your company and them.
I like to have compensation as well as for the days that they were closed and it was a holiday and I was charged for those days as Iststed.
. I rented the car from July till December and this is how my treatment has been.
Please help me get a resolution and some compensation on this matter thank you I really appreciate it.
Sincerely,
***** Weiss

Business Response
Date: 04/17/2025
Thank you for the opportunity to respond. Management has confirmed the tow fee refund has been processed. There will be no further action taken.
Initial Complaint
Date:03/13/2025
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.
Between September and November 2024, I rented a vehicle from Enterprise Rent-A-Car (*******************************************) and paid three security deposits of $300 each ($900 total). Enterprise only refunded one deposit, leaving $600 unpaid despite clear proof from my bank statements.On December 10, 2024, Enterprise falsely accused me of unlawfully detaining the rental vehicle and sent me a Notice Demanding Return of Vehicle. This notice falsely claimed that I was:In knowing and willful default.Unlawfully detaining the vehicle.Owing a past-due balance.However, the same letter confirmed my past due balance was $0, directly contradicting Enterprises false claims. Despite having no balance due and having returned the vehicle, Enterprise:Threatened to send law enforcement or third parties to recover the vehicle.Falsely reported me as a delinquent renter.Enterprise then blacklisted me from renting before I ever disputed the deposits. They placed me on the Do Not Rent list without justification, preventing me from using my Gold Membership and ***** reward points.After receiving multiple refund requests with clear evidence from my bank statements, Enterprise falsely claimed they did not owe me anything. I then escalated the issue to the ********************************************* (*****), which also failed to take action.Enterprises conduct constitutes fraud, defamation, and unfair business practices. They falsely accused me of theft, refused to refund my deposits, and blacklisted me without cause. This has resulted in financial damages, reputational harm, and emotional distress.
Business Response
Date: 03/20/2025
Thank you for the opportunity to respond. Due to the circumstances of the customers previous rentals, we can take no further action at this time to resolve this matter.

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