Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

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

4,294 total complaints in the last 3 years.
1,646 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:05/29/2025
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.
Location: ************************************ My car broke down on April 18 and rented a car - ***** Trailblazer, from them for $100 a day. I needed to extend it longer and a *** was ok with this and gave me the weekly rate. The ********* never gave me a piece of paper saying anything, never gave me a receipt. They charged me as follows:April 21 - $645.88 April 22 - $461.18 April 28 - $230.00 April 28 - $576.47 Total: $1,913.53 I had a **** member discount that they didn&#**;t want to give me. I was credited $538.38 for the deposit for the car and my **** membership discount. I am still paying the rate of $98 a day for this car. I want them to honor the $24/day rate.
Business Response
Date: 06/02/2025
Thank you for the opportunity to respond. Management has researched the complaint and confirmed the customers rate is accurate. The customer was advised by management that the new rate could be honored with the close of their current rental and the opening of a new contract. The customer completed this action at another location and was advised the three-week rental rate would not be backdated. However,the customer was provided a discount in addition to the booked weekly rate to resolve.
Initial Complaint
Date:05/29/2025
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 have an ongoing insurance claim through Progressive which includes car rental while my vehicle is in repair. I went to Enterprise Flowood to pick up the rental and the representative told me there was not an available rental at my insurance price. ($40 a day) They offered another vehicle at a higher price ($43.24 a day) They did not disclose that it would not be covered on my insurance since they did not have a vehicle available at the insurance price. They quoted me $74.99. Yesterday my bank account was drafted for a $99.95 charge from Enterprise. This is extremely bad business practice and I think enterprise should credit my account for the full amount since this was not disclosed up front. I am appealing this though ********************* as well.
Address: ********************************
City: Flowood
State/County: **
Zip/Postal Code: 39232
Business Response
Date: 05/30/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Customer Answer
Date: 06/02/2025
To date I have not received a refund to my debit card. This may be taking a few days to happen. So i will wait one more week before I progress any further.
Customer Answer
Date: 06/10/2025
Better Business Bureau:

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

Sincerely,

***** ********
Customer Answer
Date: 06/10/2025
Can I just delete this complaint please? I don't want a negative **** on this business.
Initial Complaint
Date:05/29/2025
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.
Rented car from 3/3/25-3/21/25- when dropped off car, the Enterprise agent stated that damage was done to front of car. There was a small crack in front bumper that wouldn't even show if a picture was taken (Enterprise agent admitted this). I explained that it didn't happen while I had the car- agent said I **uld dispute claim, but they would just charge my credit card on file anyway if insurance didn't pay- she also stated that since it was small if it was to **st below $300, they would just forget about it. I reported it to my insurance ** and disputed the claim with the damage re**very unit at Enterprise. **************** requested pictures from Enterprise to prove damage was done in my possession- my insurance denied claim due to Enterprise not showing before / after pictures. In the meantime the Enterprise damage unit agent has been harassing me for payment and attempted to charge my credit card without authorization even though my insurance **. was handling claim. Damage re**very is still refusing to show proof to my insurance **mpany after several email requests. I've been receiving payment demand letters & emails accusing me of not responding when I have email documentation supporting that we (myself & insurance **), have attempted to resolve this issue. Now they are threatening to send me to credit **llection/ **urt for $1328.01 of damages for a small crack in the front bumper that they are refusing to show proof that was done in my possession.
Business Response
Date: 06/05/2025
June 4, 2025
BBB
RE: Case# ******** ***** ******
Enterprise File No. 22285379
To Whom it May Concern:
Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by *********. Ms. ****** rented a 2024 Chevrolet Malibu bearing ********* registration BPJ5062 from *****************, dba Enterprise Rent-A-Car in **********, ****.
At the time the renter took possession of the 2024 Chevrolet Malibu, the vehicle was determined to be rented without damage. This was confirmed by the renter initialing on an electronic tablet at the time of check out. The vehicle was returned with damage. Per the rental contract executed by *********, she is responsible for all vehicle damage which occurs during her rental period.
After reviewing the concerns presented by Ms. ******, and notwithstanding the foregoing contractual obligations, we have decided to close our file as a matter of customer service. At **********************, we strive to satisfy all our customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.
Sincerely,
******* ******, Analyst
Damage Recovery Unit
Customer Answer
Date: 06/06/2025
Better Business Bureau:

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

Sincerely,

***** Lawyer
Initial Complaint
Date:05/29/2025
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.
The date of the damage claim happened on November 20th, 2024. I was put in a rental car due to a wreck that was not my fault. Enterprise has begun to harass me about a damage claim 7-8 months (May 28th, 2025) after the alleged damage I caused to their car. There are zero documents proving that I did any damage to their car, and they are trying to falsely accuse me of owning them almost three thousand dollars in damage without any proof of damage occurring by me. We are currently in a dispute with the business, but considering there are zero documentations to prove any baseless claim they are making, this is mere harassment due to their own neglect on their car. This car left me in danger of my life due to being totally stuck on an interstate without shoulders for almost an hour. Enterprise refused to pay our tow bill due to calling 911 (we were a very dangerous hazard and could have gotten rear ended at any time) and have not contacted us since. The harassment needs to stop, especially with ZERO documentation of any proof that we caused the damage they are baselessly throwing on us. They will be hearing from my lawyer if needed.
Customer Answer
Date: 05/29/2025
Attached is the letter with details of the rental agreement and date of loss.
Business Response
Date: 06/03/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 06/06/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I have included an attachment of their official ruling as of June 3rd, 2025.

Sincerely,

****** *****
Initial Complaint
Date:05/28/2025
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 from Enterprise's *********-********** on Tuesday, March 13 under ***** *******. When we picked up the car, the employee verbally acknowledged damage and told us not to worry. However, upon return, the manager accused us of causing a dent near that area. We were shown security footage where the scratch wasnt visible, but the next day i had to return to talk to the employee who gave me the car initially. He confirmed he remembered discussing the damage and admitted he forgot to document it.I had to miss work and spend hours at the branch to get this resolved, and the manager was extremely rude, dismissive, and treated us like we were lying until ***** confirmed the damage was pre-existing. Despite all this, Enterprise refused to issue a goodwill credit for the time and stress caused of having to return to the brand and leave work early and also spend hours in the branch. Im requesting that the damage claim be fully dropped (if not already) and that we be issued a goodwill credit in recognition of Enterprises mistake, poor communication, and the disrespectful treatment we experienced from the manager using outdated camera footage to blame us of the damage we never caused.
Business Response
Date: 06/02/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 06/09/2025
Complaint: 23389567

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

I received a call from the branch manager from the area, after we came to a resolution of 3 complimentary days from Enterprise as a apology. I never heard back from the branch manager about any confirmation about the dates I chose, i even reached out to him numerous times and their was no communication on his part. I am now 24 hours away from my proposed rental pickup date and I hate to make other arrangements because the branch manager never responded to my pickup date and time that i had sent 7 days in advance. This is completely ridiculous given that this is an comped 3 day rental apology from Enterpise.

Sincerely,

***** *******
Business Response
Date: 06/17/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
Initial Complaint
Date:05/28/2025
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.
I rented a vehicle on 5/15/2025 from Enterprise Rental in ********, ** in the amount of $1,883.14. Upon pickup, the vehicle was extremely dirty on the exterior and interior of the vehicle, and the oil change was overdue according to the reminder sticker by around 3K miles, enterprise assured me this was not accurate and the vehicle was okay to drive. On 5/28/2025 the check engine light illuminated and the vehicle ran poorly. I contacted enterprise 3 separate times in an attempt to help. On call #2 they directed me to a location in ******, ** to get a replacement vehicle. I detoured to this location to collect the vehicle and the location stated it was not available. This caused significant delays in my travels and pre-scheduled appointments. I then called again and was directed to another location to collect a mini-van, which was a downgrade to my originally selected rental which is paid a significant amount for. When I requested a refund the customer service representative stated they cannot supply me with a refund as this must be done at the local branch. When I stated the refund amount they said they cannot supply this info and that it would be at the discretion of the branch. Upon arriving at the branch they had issues swapping the vehicle over to the mini-van due to the ticket being open by another representative outside of the area Im in. This issue further extended my delay causing additional issues with my travels. Im searching for a complete refund as these delays have resulted in damages over $2,500 in lost reservations for other facilities and events.
Business Response
Date: 05/29/2025
Thank you for the opportunity to respond. Management spoke with the customer on May 28, 2025. The customer shared the issues they encountered while attempting to switch out the rental car. Management addressed the customers concerns and offered compensation to resolve.
Initial Complaint
Date:05/28/2025
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.
Starting May 24th, I contacted Enterprise's customer service line to modify a reservation as I wanted the rental from 11am May 27th to 1pm May 28th. I also wanted to request a pickup service from my house to grab the rental car from the local office. The customer service representative said that the car would be delivered to my house and that the time changes were made, but I did not receive an email confirmation. I called customer service again on May 26th to make sure these corrections were actually in their system, which they were not, but the next representative was kind enough to correct that. I then see that my address was spelled incorrectly, so on pickup day (the 27th) I call the local office to inform them of the incorrect spelling only for them to tell me that they could not pick me up from my home address until 3pm that day. So, my mother dropped me off at the local office around 9:45am since she had to be at work by 10am. The local office then proceeds to tell me that if I pick up the car now (despite them telling me over the phone that I could not pick up early/would have to wait) that I would be charged for two days, even though I only wanted the car until around 1pm May 28th. They also gave me a ****** Sentra SV, which is not similar to the car I requested ************ Mirage or similar") as the local office gave the car away to somebody else earlier that morning, according to the front desk worker's words. I feel that the extra money I was charged is unfair given Enterprise's disorganization and lack of updates--because had I not called when I did, I would have just been sitting at home confused why Enterprise never picked me up as promised.
Business Response
Date: 05/30/2025
Thank you for the opportunity to respond. Management has reached to the customer but left messages as they have been unsuccessful in establishing contact. Management has researched the complaint, and confirmed there has been no upgrade charge applied. Management processed a refund to resolve and will provide a pickup service in the future if needed.
Customer Answer
Date: 05/30/2025
Better Business Bureau:

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

Sincerely,

****** ********
Initial Complaint
Date:05/28/2025
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 filing a complaint against Enterprise Rent-A-Car for deceptive business practices. I rented a car from their *******, ** location on February 8, 2025, during a nationwide system outage. The rental was done on paper, and I initially declined their Loss Damage Waiver (LDW).On February 9, I called Enterprise corporate to request LDW due to snow and ice. They instructed me to go to a nearby branch, where a representative added *** and charged me for it. Hours later, I got into an accident and reported ****** Enterprise is refusing to honor the insurance coverage I paid for, claiming the vehicle was not present at the time of LDW addition. This requirement was never disclosed, and the policy was processed and confirmed by their own employee.Enterprise accepted my payment, confirmed the coverage, then reversed course after the accident. I want the coverage I paid for to be honored, and for Enterprise to stop misleading customers like this.
Business Response
Date: 06/02/2025
Thank you for the opportunity to respond. Management reached to the customer via phone call on 5/29,5/30, and 6/2. Management left voice mails as they intend to speak with the customer directly.
Initial Complaint
Date:05/28/2025
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.
Had a reservation in **** for a mini van for $744.31. Although I had a confirmation number, I was told they did not have a mini van or anything comparable. We ended up driving 2 hours (r/t) to pick up a van from Enterprise at **********************. My husband did not pay attention to the charge at the time because we wanted to get on the road to **************. Also, he wrongly assumed Enterprise would make an adjustment for the difference, since it was their fault. I have tried contacting the *********** several times and have spoken to customer service twice. I have NOT gotten a response at all despite begin told my issue was going to the Regional Manager. The difference is $347.83
Business Response
Date: 06/10/2025
Thank you for the opportunity to respond. Management has processed a refund to resolve.
Initial Complaint
Date:05/27/2025
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 writing to express my profound dissatisfaction with the service I received from Enterprise Rent-A-Car at ****************************************. On May 19, 2025, I secured a reservation (confirmation code: 88TGYJ) for a passenger van, with a pickup scheduled for May 24 at 1:30 PM and a drop-off on May 25 at 11:00 PM. The agreed-upon rate was $306. However, on May 23, I received a voicemail from ***** ********* at the Woodbridge branch, informing me that my drop-off date had been unilaterally extended to May 27, and the rental cost increased to $918. This alteration was made without my consent or prior notification. I immediately contacted Enterprise customer service, who confirmed that such changes are not permissible without customer approval. They assured me that an email had been sent to the branch manager, instructing them to honor the original reservation terms. Despite this, when I arrived at the branch on May 24, I was told that the rental would now cost $1,200, including a $300 deposit, and that the vehicle had to be returned on May 27. This was contrary to the original agreement and prior assurances from customer service. I spent over an hour on the phone with customer service, who sent another email to the branch referencing case number E41BXB. Despite this, the branch staff stated they could not assist further as they were closing, and no other Enterprise locations within a 50-mile radius were available. I called customer service again and was told that only the branch manager could authorize changes during the holiday weekend and that they would not be available until Tuesday. A compromise was suggested: either honor the original rental terms through Tuesday or allow a Sunday return at the original price. However, no confirmation of this arrangement was provided.This experience was not only frustrating but also unacceptable. As a result, our family was not able to do our holiday plan because of the lack of professionalism and experience.
Business Response
Date: 05/30/2025
Thank you for the opportunity to respond. Management spoke with the customer and addressed their concerns with an apology.
Customer Answer
Date: 06/02/2025
Complaint: 23384900

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

On Thursday, May 29, I received a call from ***** at Enterprise, who assured me that he would discuss my concerns with his Vice President and provide a resolution the following day. However, I did not receive any follow-up communication on Friday, May 30. I attempted to contact ***** at 4:30 PM that day, but my call went to voicemail. I called again today, June 2, and experienced the same outcome.
I have been patient and cooperative, yet my concerns remain unaddressed, and my time has been disregarded.
Sincerely,

***** *****
Business Response
Date: 06/10/2025
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.

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