Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

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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

4,321 total complaints in the last 3 years.
1,667 complaints closed in the last 12 months.

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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:03/14/2025
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.
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.
Ive been renting from enterprise for years keeping cars months at a time due to travel for work. Its one particular branch that always give me a hard time. Well I was returning a vehicle I had for over a month in hopes to get another. One employee inspected the car everything checked out fine and he was writing up a new contract which then the employee who gives me a hard time then proceeds to go look at the car and literally say its damages up under the vehicle that absolutely no one seen but her. She then proceeds to put me on *** until the damages (that are not there) is paid. Once I leave de charges my card $300 without even explaining to me what those charges are for.
Business Response
Date: 03/27/2025
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: 03/28/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:03/12/2025
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 have attached a letter explaining everything in detail to this complaint. But the shorter version is on Fri. 2/7 I arrived to get my pre-reserved large truck (which I based my moving plans & help for that weekend around) only to be told they had none. I was given an SUV & told I could switch it Mon. for the truck but when that time came I was told they still had no trucks. I asked for a refund/discount and was told because I had an alumni discount already applied they could not. I asked for the manager and was told I could come get a small truck they apparently did have, drive at that moment over an hour away from me to pick up a large truck, or wait til the next day for the large truck which they would have delivered to their branch. I asked if I could come get the small truck & switch it the next day for the large and was told I had to choose one or the other because my discount limits the number of swaps allowed- as if I wanted to have to swap anything to begin with. When I got the truck on 2/11 it was in bad condition from the smell to the plastic speedometer area broken, etc. On 3/10 it told me to call to extend my rental if needed, so I called and spoke with customer service who said the truck was due that day and had to be extended in person but that as long as I dropped it off that day it would be fine without penalty. I explained it may be after close but would be before ************** said she noted the chart & was going to tell the branch. I dropped the keys in the box that evening with a note stating the return ********* info. I received my final charge and receipt and see I was still charged as if I dropped it off 3/11 (which was not true) and also an additional $60 recovery fee was applied, plus my sales tax is at 7.5% and I am in ** which is 6% and this branch is not located at, or near, any airports. I also have been overcharged based on the receipt/charges. Please read my letter for the full complaint and please honor my request for a refund.
Business Response
Date: 03/25/2025
Thank you for the opportunity to respond. Management reached out to the customer via email to share a partial refund has been processed to resolve. Management attempted to speak with the customer directly to share that the state tax rate in ******* is 6%. However, each county elects to charge a discretionary surtax. **** countys surtax rate is 1.5% resulting in the total tax rate of 7.5%.
Initial Complaint
Date:03/12/2025
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 with enterprise for some time now enough to accumulate a gold customer status ( Gold Member #: ******* ) and also I have a business account ( #******* ). As a gold status consumer I am quite familiar with their practices , never have I ever been threatened to have a car reported stolen, let alone I have had a car out longer than three days without extending and the local branch usually reaches out to me and we extend it with the card on file. *Mind you I have a corporate account so there is a card on file* I would like to have corporate find out why this has become a drastic measure. Attached I have evidence that I reached out to customer service well before my return date to do their job and still have yet to receive a call back. I rent out cars by the month and frequently am able to extend it online but as of recently I have not been able to do so in my current rental. ( rental agreement number #7DFR6Q) I called customer service on March 6th to issue my concerns however they stated that extending my rental is not something they can do but that I must wait for a member of the local branch to call in which they have not. Her name is ******* she is normally extremely professional and courteous so Im unsure of who is checked in today.( complaint reference number : ******** * I am unsure of the accuracy of this complaint number as I never received a call back from ) Since no one ever called, this inconvenience has not been resolved. Attached below is evidence of me reaching out to customer service as well the local branch.
Business Response
Date: 03/12/2025
Thank you for the opportunity to respond to the complaint. Management has reached to the customer several times to discuss the matter but has been unsuccessful in reaching customer. They have left a voicemail as they intend to speak with the customer directly.
Business Response
Date: 03/12/2025
Thank you for the opportunity to respond. Management has spoken with the customer and resolved the matter directly.
Customer Answer
Date: 03/12/2025
My name is ******** *******
Customer Answer
Date: 03/19/2025
Complaint: 23053930

I have reviewed the business' response and am rejecting it because:
I have reviewed the business' response and am rejecting it because:
Upon returning the vehicle , the branch mangager did not clarify why I was not charged the rate I was quoted. I have attached proof that I was told one rate yet charged a different amount. Also my deposit was not returned and I am on a new contract with the exact same vehicle. I am dissatisfied with the fact that no one addressed the issue that threats were made of the car being reported stolen or how I was asked to come in to close the current contract because corporate had eyes on it only to go back out in the exact same vehicle, which begs the question (Is the car still reported STOLEN???)No one has yet to address why a number of representatives were texting from different numbers demanding different amounts of payments. I have attached the name of the employee who made such threats and to add insult to injury she has the title assistant branch-manager which displays the types of practices enterprise upholds. #kudos. Ive also attached proof of the multiple correspondences and the usual dialogue weve had before where it was professional and courteous to me as a business customer before this situation,so Im genuinely at a loss for words as to how customer service has initially dropped the ball.
Confusingly, I was overcharged and my deposit has yet to be returned.I am a tier member with a business account. This whole situation has left me feeling bamboozled and taken aback by this extreme level of unprofessionalism and fluctuating rates. And as of today, I still cannot extend the rental car through the app or ********* within these three weeks of inconveniences, absolutely nothing was rectified. Enterprise is not taking accountability on any part and Ive been up-charged and left unaware. I reached out to customer care days before my rental agreement expiration so there was no reason to handle me as if I was non-verbal. God forbid I had to extend, I would encounter this same horror again.Mind you Ive had to push my spring break business back. This whole situation has been exhausting and the practices done at this location seems like a bully tactic.I tally out a minimum of $1200 per ********* be bullied about $114 is minuscule and speaks volumes about the companies business approach. My next step would be to contact the CEO and have this resolved with upper management. I have also filed a few claims with my bank in case this complaint falls on death ******* hopes of you playing a close eye to the ponderous amounts of evidence, I digress to let you be the judge.Should you ask yourselves as a reputable business company, was this situation handled properly?

Sincerely,

******** *******
Customer Answer
Date: 03/19/2025
Supporting evidence
Business Response
Date: 03/26/2025
Thank you for the opportunity to respond. Management has reached out to the customer and left a message as contact was not established. Management intends to speak with the customer directly.
Initial Complaint
Date:03/12/2025
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.
Had a billing dispute 9 years ago. Dispute was resolved. Rental privilege restored by Corporate Office.Made a reservation because of a family emergency this past Saturday. Member #*********** denied rental creating hardship. The dispute was not updated
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:03/11/2025
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 on a do not rent list after a mistake was made on the part of the company. There is a debt they say I owe with no proof and no prior attempt to collect the debt since 2017. Fraudulent and defamation. I e emailed 6 times with no help. Ive called and no help. I OWE NO MONEY. THIS IS THE WRONG PERSON. THEY HAVE NO PROOF. THIS WAS CORRECTED AND THEY FAILED TO FIX THEIR ERROR. THIS IS DEFAMATION
Business Response
Date: 03/19/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 03/19/2025
Complaint: 23050248

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

I never damaged any vehicle. The manager ***** acknowledge the mistake on THEIR part and apologized and returned my $300 deposit. ENTERPRISE DOES NOT RETURN SECURITY DEPOSITS IF THERE IS DAMAGE. They can check their records.
I NEVER RECEIVED ANY FURTHER NOTICES.
THEY HAD MY ******************** ON FILE HAD THERE BEEN DAMAGE A CLAIM WOULD BE SUBMITTED

Entetprise has repeatedly ignored my efforts to HAVE THIS REMOVED

THIS IS DEFAMATION

I refuse to pay for an internal mistake made by Enterprise
THEY ACT LIKE WHAT THEY PROVIDED WAS PROOF THEY MYST PROVIDE RENTAL AGREEMENT, PHOTOS, AND NOTES FROM ***** AND THE ************

THEY HAVE FAILED TO INVESTIGATE AND THEY MUST RDMOVE THIS FRAUDULENT DEBT AGAINST ME
I HAVE PROVIDED PROOF THEY HAVE NOT
MY DEPOSIT AND GEICO DETAILS ARE PROOF PER ENTERPRISE POLICIES
FIX THIS IMMEDIATELY ENTERPRISE YOU HAVE FAILED TO SUBSTANTIATE YOUR CLAIMS AND THE BUTDEN OF PROOF IS ON YOU
WHY HAVE YOUR CLAIMS **** IGNORED ME?
I also called multiple times all is substantiated
I WILL PAY NOTHING AS I OWE NOTHING I WILL NEVER RENT AGAIN BUT YOU HAVE AN OBLIGATION TO STOP FURTHER DEFAMATION AND REMOVE MY NAME FROM YOUR LIST

Sincerely,

******** *******
Business Response
Date: 03/25/2025
Thank you for the opportunity to respond. Per our response shared previously, we have reviewed the complaint brought forward and will not be taking further action.

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