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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

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Enterprise Rent-A-Car has 2527 locations, listed below.

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    Customer Complaints Summary

    • 4,321 total complaints in the last 3 years.
    • 1,670 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.

    • Initial Complaint

      Date:03/11/2025

      Type:Billing Issues
      Status:
      Answered
      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 last time renting a vehicle was through insurance and I recorded two extensions through insurance. I did everything correctly so it shouldnt have been an issue but now Im on some list for an unpaid fee. When I returned the vehicle they didnt mention any extra fees and the next time I tried renting is when I found out I had a balance and I called around then too to no conclusion. Now Im in a tight spot as I was in a wreck and cant get a rental and they have it set up to where I cant even pay whatever fee to get make my account active again. Ive been waiting on any response from enterprise for literally the last 2 weeks with nothing after contacting them multiple times. My name is ******* ****** p#********** email ************************ The time frame of my last successful rental, and the one that caused problems would have been in 2023 (possibly wrong but thats what I remember).

      Customer Answer

      Date: 03/12/2025

      I do not have paper work from years ago. Ive scoured my email and I have absolutely nothing from enterprise regarding the event. I only have promotions from allegiant. This is actually predatory on their behalf. Why wouldnt they mention any fees on returning the vehicle?

      Business Response

      Date: 03/14/2025

      Thank you for the opportunity to respond. Management spoke with the customer and addressed their concerns regarding rental billing.

    • Initial Complaint

      Date:03/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 9/23/24 - 10/8/24 I was in an enterprise rental car because my car was in an accident. I was in the rental under my ****************** claim. I told the employee I was already covered with full coverage insurance and she still mandated that I get the *** saying it was required. When I spoke with ******** they said that is not true since I have full coverage with themand now they Allstate are not reimbursing me my full amount of $997.43 for the rental. They are deducting the $****** because of the *** that I told the employee I did not need because I was fully insured with ******** and I am in the rental under them under an insurance claim. So I would like a refund of ****** to cover that for the employee not being truthful and want to mandate me to get ************* to help her get promotions.

      Business Response

      Date: 03/14/2025

      Thank you for the opportunity to respond. Management reached out to the customer,addressed their concerns, and processed a refund to resolve the matter.

    • Initial Complaint

      Date:03/11/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Received a ************* from enterprise due to an accident with my personal car December 20th, 2024. I had the vehicle for about 28 days and returned the vehicle to them with no damage. a month later I get a call stating that the middle console was damage, and it was, however that was due to no fault of my own. I was found not guilty of the damage and the case was closed out. Now 3 weeks later I so happened to check my account, and they have taken $461.13 out my acct without notifying me of a withdrawal. what I don't understand is 1. how are you taking funds without any notification. 2. how are you taking fund out of my acct when the case is closed and I'm at no fault. I've called damage recovery and the branch location which is garret road in ************** and neither one of them can give me an answer. The case is closed on the damage recovery side but of course enterprise is stating it's still open. I've been going back and forth with them for the last 2 days but keep getting the run around. neither one can advise me on how to get a refund and the branch manager ***** acts as if he can do anything to help. Never will use their services again.

      Business Response

      Date: 03/14/2025

      Thank you for the opportunity to respond. A response is attached.

    • Initial Complaint

      Date:03/11/2025

      Type:Billing Issues
      Status:
      Answered
      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 returned a rental car to Enterprise on February 7th. The branch manager informed me there was damage to it and I needed to pay for it. The damage was underneath the driver's door. When we picked it up, the employee was supposed to rent us a ****** Corolla but instead made us take a ***** Malibu. The Malibu was backed into a parking spot that had vehicles on each side of it. It is our position that the damage was there before and that we were unable to see the damage prior to the rental period because of the vehicles located on each side of the ******. Upon reviewing the email from Enterprise's Damage Recovery, they included damage to the trunk. We did not use the trunk and my husband pointed this damage out to them when we picked up the car. We were told that it was too small and not to worry about it. We asked the branch manager to have his supervisor call us when we returned the car and were informed of the damage. He did not. Instead, sent us a bill almost a month later for the total of *******

      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.

    • Initial Complaint

      Date:03/10/2025

      Type:Billing Issues
      Status:
      Answered
      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 returned a rental car to *** Hudsons collision center on 3/5. There was not a *** from enterprise to accept the vehicle, so I handed the keys over. The vehicle had been refueled and returned in the same condition I rented it in a few days prior. Today, I received a letter claiming there was damage to the car and that I need to provide insurance info or a credit card. I emailed an attempted to call but their hours dont align with my schedule. There was zero damage to this vehicle when I dropped it off.

      Business Response

      Date: 03/20/2025

      Thank you for the opportunity to respond. Notwithstanding the foregoing contractual obligations, management has decided to close this file. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.

    • Initial Complaint

      Date:03/10/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      March 10th , 2025 We had a reservation to rent a car through enterprise which insurance had paid for. They did not release the car to us.This caused huge disruption in our day to day life. This has been on schedule for over a month and paid for. The gentleman told us we were too early to pick up the rental car and it would be ready at 10am. We got a call around 10:30 to pick it up. We politely said we will pick it up that day as my husband and I work and were down to one vehicle. He told us it had to be picked up right now or he was renting it to someone else. My husband said we could be there in ***** minutes. I got there only for them to refuse to rent us the car even though we already had a reservation for it and insurance had paid. I was there with my 1 year old son and was asked to leave or they would call the police. Ive never been treated this way in my life. The manager and my husband had some words back and forth but nothing out of hand. We were extremely irritated. Didnt get the car and had to call insurance to rent elsewhere. The manager let us know his last day was Friday so he didnt really care anymore. The other gentleman that was giving us a hard time was named ***. The insurance company advised me to make this report and I hope it is handled seriously so no one else is treated with such disrespect and put in a situation they cannot have transportation due to their negligence.

      Business Response

      Date: 03/20/2025

      Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and provided their contact information for any further correspondence. 

    • Initial Complaint

      Date:03/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 11/3/24, I picked up a vehicle from the ************************ location about 11:30am, I was asked what vehicle did I want and I mentioned it did not matter. The representative got the keys to a black ****** corolla, escorted me to the vehicle and told me how to exit the lot. There was no inspection done on the vehicle that is normally done to go over any prior dents or issues with the vehicle. There was no physical inspection done, but on my invoice it is listed that there were no damage to the vehicle. My first issue is that there should have been a physical inspection done and me signing off/and initialing the inspection sheet. No physical inspection was done. I returned the vehicle on 11/5/2024 and was asked for my insurance information because they see scratches on the vehicle. I took pictures of the vehicle and scratches that they were referencing. The vehicle was parked in a secured location during the time I utilized the vehicle so it was not possible for any damages to happen to the vehicle during the time I used the vehicle. There was no physical inspection done at the time I picked the vehicle so Enterprise nor I was able to go back to the inspection sheet in which I should have physically signed and initialed. I called customer service and was informed that the Manager will be reaching out as, well as within a few days, they will send video of the vehicle at the time I picked up the vehicle because all cars are on video exiting Enterprise from all angles and the video will show if there were prior scratches or damage to the vehicle. I received an email from the manager and was asked to send over the pictures I had taken at the time I returned the vehicle. I sent over the pictures and hadn't heard back from the manager. On 11/18/24, I sent a follow up email asking for the video and never heard back. 3/7/25, I received an email from the claims department. I forwarded the emails to show I am disputing any claims. I am still waiting on the video.

      Customer Answer

      Date: 03/11/2025

      The rental agreement number is *********. I have attached it. 

      Business Response

      Date: 03/14/2025

      Thank you for the opportunity to respond. A response is attached.

    • Initial Complaint

      Date:03/10/2025

      Type:Billing Issues
      Status:
      Resolved
      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 was charged for optional insurance coverage beyond the agreed upon date range. I signed the agreement to pay for optional insurance for the dates 2/10-2/14 for a total of $94.95. This appears on the contract and was verbally agreed to with the customer service intake *********** have been several amounts showing as pending Enterprise charges on my credit card and those pending charges dropped off today; I now see a charge for $360.81 which was not agreed to or authorized. I spoke with ******, the manager of this location on 3/5 when I saw that the pending credit of $360.81 had dropped and the charge had gone through. He advised that I needed to physically come in to request ending that coverage past the 14th as our vehicle's repairs were not yet complete at the body shop and we still had the rental vehicle. He argued that I should have requested an adjustment prior to today as our folio closed last week. However, I advised him that pending charges cannot be disputed and I called as soon as I saw the charge come through as payable. I told him that we were not advised that we would need to come in to their location to stop the optional insurance. I advised that this was never discussed and that was his responsibility as manager to train his staff, not mine as the customer to know this. The signed rental agreement attached below shows the supplemental insurance was agreed upon through 2/14 only for a total charge of $94.95. I have disputed the unauthorized charges of $265.86 with my credit card company and let ****** know I would be doing so. His response was that they would direct bill me for the $265.86 if I tried to dispute the charge, which I told him seemed to be a highly unethical business practice that he would not appreciate if done to him.

      Business Response

      Date: 03/14/2025

      Thank you for the opportunity to respond. Management reached out to the customer,addressed their concerns, and processed a refund to resolve the matter.

      Customer Answer

      Date: 03/14/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
       
      thank you for assisting in this resolution. 

      Sincerely,

      ******** *******

    • Initial Complaint

      Date:03/10/2025

      Type:Billing Issues
      Status:
      Answered
      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 September 8, 2024, I rented a vehicle from Enterprise Rent-a-Car at the ********************************* in ******, **. I returned the car two days later on September 10 to the Enterprise location on ************************, **. Upon returning the vehicle, I handed the key to the representative who checked the vehicle inside and outside, noting the overall condition of the car and the fuel level. Once the representative was satisfied with the return, he said, Everything looks great. I then departed the premises. More than two months later, I received a letter from Enterprise stating that they have submitted our claim to your insurance and/or credit card company for damages that totaled $5,310.20. I was surprised at the letters contents because I had no issues with the vehicle and experienced no incident that would cause any damage to it, and because of the serious delay in contacting me. The claim form, however, has an entire page (21 lines) describing work to be done to the vehicle and the cost of labor. Moreover, the pictures shared by Enterprise provided no evidence of the damages described on the claim form. For example, seats & tracks, side panel, and Fuel door are either not shown or show no damage that would explain a cost.I contacted Enterprise to discuss this matter with a claims agent and was initially told that they would contact their office in *********. I was told that it could take up to 2 weeks to get more information. In the meantime, I have contacted my insurance company to discuss my options, as I did not cause the damage, but I am also seeking the assistance of the Better Business Bureau to help me resolve this matter.

      Business Response

      Date: 03/14/2025

      Thank you for the opportunity to respond. A response is attached.

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

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