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Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

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.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 4,317 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:03/10/2025

      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 rented a car on February 15, for one day with the intent to return it on the 16th early in the morning as I was flying out the next day on an early morning flight. The location I rented from said they did not have a key drop and I had to pay $20 to drop the car off at another location in **********. I dropped the car off on the 16th, at 5:30 am and put the keys in the key drop. When I got the receipt for the rental it said I had dropped that car off on the 17th, effectively renting the car for 2 days. They did not give me my full deposit of $300 as they took some of the money for the 2nd day of rental. I have proof that I took a morning flight from ******* and was in ******, at work, on the day they say I dropped that car off. I have proof that I sent my location to an Uber driver who took me to the airport after I dropped off the car. I have called Enterprise customer service numerous times to try to resolve this issue to no avail. I need them to give me back my $84.36 that they charged me for the extra day. I dropped the car off at **********************************************************.

      Business Response

      Date: 03/19/2025

      Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve. 

      Customer Answer

      Date: 03/29/2025

      i am satisfied with the resolution. I got a phone call from Entrerprise. They apologized for the incident and refunde me the money for the day rental and the $20I had paid for the key drop.

    • Initial Complaint

      Date:03/10/2025

      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.
      reaching out to formally escalate an ongoing refund issue regarding my rental from December 6-16, 2024, at your **************** location During my rental period, the vehicle I was provided was faulty and caused numerous issues. I reported this to an Enterprise employee and was assured that I would receive a full refund upon returning the vehicle. However, after reviewing my bank statements, I discovered that I only received a partial refund of $630.28, instead of the full amount initially promised Additionally, on February 26, 2025, I received a bill for a toll charge of $72.08, which prompted me to look deeper into this matter. I contacted customer service, and my case was escalated to a manager named JP from the **************** location. On February 28, 2025, JP contacted me and again confirmed that I was entitled to a full refund. He assured me that he would process it, but needed to wait for the finance department since my file had been closed. I agreed to his request to follow up on March 4, 2025. However, when he called me today, he stated that no one from finance had contacted him and that there was now "nothing he could do." He instead offered me $100 off my next rental, which I refused, as I had already been promised a full refundtwice. I find this situation unacceptable. I held up my end of the agreement by returning the faulty vehicle and trusting Enterprises commitment to resolving the issue. However, despite multiple assurances, I have yet to receive the refund I was promised. m formally requesting that Enterprise honor its commitment and issue the remaining balance of my refund immediately. If this matter is not resolved promptly, I will have no choice but to escalate it further Today is March ********************************** on the 5 ******* c with the promise of being contacted and still no one has yet to contact me

      Business Response

      Date: 03/17/2025

      Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and processed a partial refund to resolve.

    • Initial Complaint

      Date:03/10/2025

      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.
      I rented this vehicle on 2/20/25t waited 5 hrs told no vehicles Enterprise thas contract w/ Jeep Leesburg/Endurance auto warranty se My car was in the shop w/ plan to turack o pick up my vehicle when the work on it was done. I rentedreceived the vehicle at 6:00 p.m. ere about to close as lomited hours.When I pick up the vehicle it was full of cigarette smoke and they documented that then after the smoke wore off the next morning I noticed feces/hair from pets ***** dirty interior. Subsequently I became ill after a few days I communicated this with them they told me they would waive the drop off fee if I dropped it off in *************** I decided not to do that and continue back to ******** to retrieve my vehicle from service They had authorized my *********** card for $300 plus taking two days payment from me a total of $450 every day I would call to see if I could extend and to make a payment they told me I could only use the card that was on file and then I would have to take any other car to a Enterprise location unfortunately I was quite ill and I could not get to the locations in the time so I transferred all the money over to my PNC card which was on file they refuse to take payment , started calling me and harassing me every single day saying that the car was being reported stolen ihey refuse to extend or take any payment from me. Illustrated I was Ill from the condition of the vehicle also the key fob did not work and the tires were improperly inflated Enterprise location in ******** did not make any adjustment for me Risk Mgt harass & threaten me daily ******** letter 5 days to return vehicle I returned the vehicle on 3/7/25h when I picked up my vehicle left it at the ************* location Asking for adjustment by 3 days rental amm I had to clean the entire interior of the car l ended up delayed spending a day aUrgent Care for antibiotics for severe bacterial stomachinfection transferred all my fundsinto card on file yetcthey would not accept

      Business Response

      Date: 03/14/2025

      Thank you for the opportunity to respond. Due to the circumstances of the rental, we will be taking no further action.

      Customer Answer

      Date: 03/24/2025

      I have not resolved this dispute with the merchant at all they remain unpaid and they have not communicated with me at all since I dropped off my vehicle not even to invoice me. 

       I have no resolution because hey are not communicating with me at all, despite my repeated attempt to communicate with them post drop off of the car rental vehicle.

    • Initial Complaint

      Date:03/09/2025

      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 have been trying to retnt a luxury car or a large SUV since last Tuesday. The agent told me he may have one available on Friday....this did not happen due to ALL/MOST vehicles being sent to the airport for rental my incoming personnel last week and this week for the ****************** tournament last week and the basketball tournament this week. This is unacceptable......you are sending a message that people coming into town are more important to support than the people who are local. These are the peole that support your sevice year round vice specific events. I went to the airport to attempt to exchange for a large vehicle and was told that they had over 500 rentals and they did not have a car (large SUV) to spare. The manger (*****) looked u my rental in the system and told me "....you have a 750 BMW....the SUV you have is big enough". He doe snot know my family nor can he make the determination to what I need. I was treated thughout this process like a second rate citizen and it was reinterated today my the manager *****.....to the point he TOLD me to leave. I can not understand how this type of behavior or by ENTERPRISE as a whole can allow peronnel coming into town to take priority. Being treated like a second rate citizen is demeaning and to a degree bullying.

      Business Response

      Date: 03/25/2025

      Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and offered compensation to resolve.

      Customer Answer

      Date: 05/07/2025

      I filed a complaint back in the beginning of April concerning a rental experience. We were able to solve the issue and the representative told me I would be sent an email so my next rental would be free for a eight (8) day SUV large SUV rental. To date, I do not have the email and when I attemtped to discuss this with a representative a little over a week ago for a pending rental--there wasw nothing in my history for a free rental. I do not think it is too much to ask to honor our agreement. Thank you.

      Business Response

      Date: 05/13/2025

      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:03/09/2025

      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 had a rental car due to an insurance claim, and hit a traffic cone requiring the car to be exchanged. I called enterprise to report this and the lady set up a new reservation. I got to the enterprise, and they immediately cancelled my reservation, and when I said I was here for a transfer they said it was cancelled and they didnt know, and they were sorry. So I had to call my insurance company for a new reservation, which I found out that they cant do it because I cant have two reservations on one claim. I spoke with the manager who then told me that they couldnt do anything about it even though they made a mistake, and so I was stuck at the airport with no way home but to pay for a service to drive me back. I called enterprise **************** )phone number again, and was asked if this was for an accident on the automated response, which then I was connected to a live agent. This person said they couldnt do anything and that they had a number I could call, but when I asked to be transferred they said no. So I took the number down they gave me which was ************. I was disconnected and then attempted to call this number. I called the number and was connected to a phone *** operating line, which I was greatly disturbed by. I went back to the mananger in the airport enterprise, and was told they cant do anything or give me a number to call, because in their words we dont use phone numbers. I was appalled. He walked away. I then proceeded to have to book an **** for $33 to be able to get after this 4 hour ordeal. My insurance adjuster is not back until Monday which I was told needs to make the new reservation, so I am stuck without a vehicle for at least one whole day because of their mistake and negligence. I am deeply offended by the way I was treated and the fact I was given the number for phone ***. I wanted to make a formal complaint here. This all occurred on the am of Sunday march 9th.

      Customer Answer

      Date: 03/10/2025

      Here is the agreement from enterprise with the number on it.

      Business Response

      Date: 03/11/2025

      Thank you for the opportunity to ****************** spoke with the customer, addressed their concerns, learned the customer no longer needed the rental, and confirmed the customer was not charged.

    • Initial Complaint

      Date:03/09/2025

      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.
      Today I'm going to expose this company. They rent the car with broken tires to the customer and let the customer bear the maintenance fee. This kind of cheating is really shameful. I will never choose this company in my life. I don't know anything about the 55 dollars. The merchant didn't tell me.

      Business Response

      Date: 03/19/2025

      Thank you for the opportunity to respond. Management processed a refund to resolve the matter.

    • Initial Complaint

      Date:03/08/2025

      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 rented a car from Enterprise, and at the time of booking, I applied a coupon code that included Collision Damage Waiver (***) coverage. However, after an accident, Enterprise retroactively removed the **** claiming I was ineligible, and has now charged me $5,002 for damages.Key details:The *** was applied at the time of rental using the coupon.After the accident, Enterprise removed the **** stating I was not eligible.If I had known this in while pickup at the location, I would not have proceeded with the rental. Or took a third party incurence. Enterprise did not inform me of the coverage removal until after the incident.Despite multiple calls and emails, I have been unable to escalate this issue to an executive or receive a fair resolution.I am requesting that Enterprise honor the *** coverage that was applied at the time of rental and waive the $5,002 charge.This practice feels deceptive, and I am filing this complaint to seek a resolution.

      Business Response

      Date: 03/17/2025

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

    • Initial Complaint

      Date:03/07/2025

      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 rented a vehicle on Feb 26th and returned it on Feb 27th. Enterprise is still holding about $424.56on my credit card a week later given I paid for my balance with my debit card. I am extremely annoyed that this is the second time this has happened to me. The location staff was not very helpful but was only able to give me customer service number. Then customer was was not helpful. They sent my concern to the area manager twice by which I have not been called or reached out thus far. I want hold released immediately. Holding my funds for a week is ridiculous

      Business Response

      Date: 03/07/2025

      Thank you for the opportunity to respond. Management spoke with the customer, confirmed the hold has released, and provided the with the merchant authorization numbers.

    • Initial Complaint

      Date:03/06/2025

      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.
      Enterprise damage control Unit contacted me via phone on 2/6/2025 stating that I am responsible for damages to a GMC with a date off loss 9//23/2024. I asked for the contract for this vehicle they sent me a contract for a vehicle I actually rented which is a Kia Forte and Equinox. There is no contract for the vehicle they are saying I am responsible for. I have contract for the vehicle I actually rented. They reached out to me first attempt 2/6/2025 and sent a final attempt 2/19/2025. I sent an email to dispute on 2/6 and no response. When contacted again on 2/19 the rep said she had so many emails and did not see my email then transferred me to the dispute department. They told me they would contact me in regards to the dispute and did not. I called 3/6/2025 and was told I would get a call back before the end of the week because it will be escalated and not sent to collections. all the dispute team note said was "need more information"

    • Initial Complaint

      Date:03/06/2025

      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 rented a vehicle from Enterprise Rent-A-Car at *********************************** (SFO) on November 22, 2024, and was involved in a minor curb impact. The total claim was originally $752.20, and my credit card insurance (Mastercard) paid $500.00 on [insert date insurance payment was made], leaving an expected balance of $252.20.However, after my insurance processed the claim, Enterprise increased the total claim to $802.20, now demanding $402.20 instead of $252.20 without any explanation.Despite multiple requests sent via email (most recently on February 3, 2025), Enterprise has failed to provide an itemized breakdown of why the balance changed. Instead, they repeatedly sent invoices restating simple math ("$802.20 $500 = $402.20"), which does not explain the additional charges.Additionally, Enterprise sent me an invoice for a Jeep Renegade, a vehicle I never rented. I have asked for clarification, but they have not confirmed whether my claim was mixed up with another rental.For over a month, I have made multiple attempts to resolve this issue through email, but Enterprise has not responded. Instead of addressing my concerns, they locked my account, preventing me from renting vehicles.Resolution Sought:A full, itemized breakdown of why my claim increased after insurance payment.Confirmation that my charges were not mixed with another rental.Reinstatement of my account access.A fair resolution that reflects the original claim amount before unexplained adjustments.I have made multiple good-faith attempts to resolve this issue, but Enterprise has failed to respond. If this is not resolved, I will escalate this matter with the ********************************************** and the ************************ (***).This complaint is a formal request for resolution before further action is taken.

      Business Response

      Date: 03/11/2025

      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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