Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB has received consumer complaints against Enterprise Rent A Car St Louis which allege the breakdown of cars recently purchased, damage blamed on renters which is disputed by the renters, and poor customer service.

Complaints

This profile includes complaints for Enterprise Rent-A-Car's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,321 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.

Initial Complaint
Date:03/09/2025
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.
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:
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, 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:
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 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:
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.
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:
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 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.
Initial Complaint
Date:03/06/2025
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.
rental agreement 78W9G6 on 02/18/25 i rented a car from enterprise due to a car accident. My insurance company had me call to get a discounted rate (Geico) since i was paying out of pocket. My rate was ***** a day plus fees and taxes. My original date to turn my car back in was 02/25/25 but my car wasn't ready until 02/28/25. I called the enterprise I rented from a no answer I did call enterprise customer service to let them know I needed the car a few more days and they told me they would send a message to that branch. Well on 02/27/25 I finally heard from someone at that branch and let them know I would be turning the car in on 02/28/25. When I returned the car, the lady told me I would get a receipt via email, and I never got that. So, I am looking at my credit card statement and the total charges are for ******. the original price for 02/18/25-02/25/25 was ****** with taxes and fees. So, if I add 3 more days to it at ***** a day plus taxes and fees that comes to ******. ****** plus ****** comes out to ******. I called enterprise customer service today because no one answers at the branch, and she told me I was charged ***** a day. This is incorrect. I would like a refund of *****. I have attached the rental agreement.
Business Response
Date: 03/14/2025
Thank you for the opportunity to respond. Management has decided to process a refund to resolve the matter.
Customer Answer
Date: 03/14/2025
Complaint: 23029848

Will this be credited back to my credit card?

Sincerely,

****** Best
Business Response
Date: 03/24/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Customer Answer
Date: 03/25/2025
Complaint: 23029848

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

on 3/14/25 you sent a response back saying you were refunding me and now you need more time to investigate.
Your customer service is awful i want a refund you over charged me. You cant just make up rates after i signed an agreement with you! No one from Enterprise has ever reached to me.
I have attached all the backup now you have to investigate it again. I want my refund ASAP!!!!!!!!!!!!!!!!!!!!!!!!!

Sincerely,

****** Best
Customer Answer
Date: 03/27/2025
rental agreement 78W9G6 on 02/18/25 i rented a car from enterprise due to a car accident. My insurance company had me call to get a discounted rate (Geico) since i was paying out of pocket. My rate was ***** a day plus fees and taxes. My original date to turn my car back in was 02/25/25 but my car wasn't ready until 02/28/25. I called the enterprise I rented from a no answer I did call enterprise customer service to let them know I needed the car a few more days and they told me they would send a message to that branch. Well on 02/27/25 I finally heard from someone at that branch and let them know I would be turning the car in on 02/28/25. When I returned the car, the lady told me I would get a receipt via email, and I never got that. So, I am looking at my credit card statement and the total charges are for ******. the original price for 02/18/25-02/25/25 was ****** with taxes and fees. So, if I add 3 more days to it at ***** a day plus taxes and fees that comes to ******. ****** plus ****** comes out to ******. I called enterprise customer service today because no one answers at the branch, and she told me I was charged ***** a day. This is incorrect. I would like a refund of *****. I have attached the rental agreement. I have reached out several times to get a refund and have not heard anything back. Should i deny the charges with my credit card company.
Business Response
Date: 03/28/2025
Thank you for the opportunity to respond. Management confirmed they are in the process of issuing a refund to the customer.
Initial Complaint
Date:03/06/2025
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.
In December 2024 I rented a vehicle from Enterprise at ************, ********** location (rental agreement *********). During the rental period I received a parking ticket. The following subsequently occurred:-I immediately contacted the Enterprise location to advise I'd received a parking ticket and that I would take full responsibility for the ticket;-The parking ticket was waived by the City of ******** (confirmed in writing Jan. 27);-One full month later (Feb. 25) I received a notice from Enterprise seeking payment for the parking ticket in question, despite there being no monies owing;-Once again, I immediately contacted Enterprise via email (also Feb. 25) to advise that the ticket had long ago been waived and there were in fact no monies owing;-As of today (March 6) there has been no response from Enterprise, apart from an auto reply confirming the company did receive my message;-Despite my messages, and despite the fact there were no amounts owing, Enterprise charged my credit card in the amount of $95 on Feb. 28;-To date I've heard nothing from the company.I find the company's demonstrated negligence, refusal to reply, and decision to collect monies when none were owing to be reprehensible. As a customer I have now had to invest significant time trying to have the company's poor corporate behavior addressed, and am still awaiting any form of reply from Enterprise despite multiple messages confirming there were no amounts owing. My minimum expectation toward resolution is an immediate refund of the $95 collected, plus payment of $400 as reasonable compensation for the time I have had to invest in this matter to date (again, fully necessitated by the company's negligence). It is my hope the company will now resolve appropriately without need for a small claims proceeding.
Business Response
Date: 03/08/2025
Thank you for the opportunity to respond. As the owner of the vehicle, Enterprise Mobility must pay tickets to avoid penalties and late fees for both the company and the customer. This keeps our vehicles from accumulating multiple citations that could result in the vehicle being towed,impounded, or booted. We depend on government agencies for all information related to these violations. In most cases, it takes one to four weeks for the customer to see these charges reflect with their financial institution post rental. Under the terms and conditions in your rental agreement, the customer is responsible for all costs of fines and violations. This official process is followed with or without preemptive notification of the citation from the renter.
Should the citation issuing agency dismiss the citation, the customer must provide their proof of dismissal using the Citation Documentation webform found at **********************************************************. More information regarding our citations process is made available online at Driving Citations and Tolls FAQ | Enterprise Rent-A-Car or ********************************************************************************************************************************* not hyperlinked.
Customer Answer
Date: 03/10/2025
Complaint: 23029063

Enterprise has sent a form response that in no way resolves or even acknowledges the issues raised in my complaint. My expectation remains that the company will take responsibility for its negligence and resolve the issue in the manner requested.

Respectfully, I note again: Prior to filing a BBB complaint I contacted the company directly to try and resolve the matter. I alerted the company to its (documented) missteps and requested resolution. Enterprise chose not to respond. As a customer I will in no way be left responsible for the company's disinterest in taking responsibility when it has erred.
The timelines and actions I've provided make clear that Enterprise has demonstrated negligence, bad faith, and most concerning to me, an apparent unwillingness to do the right thing even for long-time customers like myself. I will continue to pursue fair resolution.
Sincerely,

***** *****
Business Response
Date: 03/10/2025
Thank you for the opportunity to respond. Our previous response details our official citation process which is made publicly available for consumption and followed with or without preemptive notification of the citation from the renter. More information regarding our citations process is made available online at Driving Citations and Tolls FAQ | Enterprise Rent-A-Car or ********************************************************************************************************************************* not hyperlinked.
Should the citation issuing agency dismiss the citation, we urge the customer to provide proof of dismissal using the Citation Documentation webform found at **********************************************************. Unfortunately, without the submission of proof of dismissal documentation we will be taking no further action.
Customer Answer
Date: 03/12/2025
Complaint: 23029063

The timeline of events I've provided in writing (which Enterprise can easily verify on its own) makes clear the company has contravened its own policies here. Pointing to a policy in no way alleviates the company's responsibility to be accountable for its own employees' negligence. Respectfully, Enterprise has no valid defense.
I note again the company's obstinate refusal to respond to my earlier communications and desire to reach a resolution in good faith. Frankly, the company's willful ignorance of the failings I'd documented in my earlier correspondence leaves the company with a weak hand should we be forced to litigate. My expectation and request is that Enterprise will now elevate this matter to a more senior representative and also consult with the company's legal team in hopes we can reach resolution without need for litigation. On principle, that is the avenue we will be required to pursue should Enterprise continue to refuse appropriate responsibility.

More importantly: Where on earth is the decency and commitment to customer service here? When a company makes a mistake, you take responsibility. You don't try and shift the blame to the customer. I believe ********************** is better than this and sincerely hope someone more senior will now do the right thing.
Sincerely,

***** *****
Initial Complaint
Date:03/06/2025
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.
Complaint Against: Enterprise Rent-A-Car Location: ********************* Branch Date of Incident: February 24, 2025 On February 24, my husband and I had two confirmed reservations for two minivans at Enterprises ********************* location. Upon arrival, we were told the vehicles were unavailable, and Enterprise failed to notify us in advance. The branch manager, ******, initially denied our reservation entirely and refused to offer alternative vehicles, only to suddenly locate our exact vans at another branch 20 minutes away after we pushed for a solution.Instead of handling the situation professionally:She told us to call around ourselves to find vehicles, shifting responsibility onto us.Initially refused to cover an **** to the new location, though later offered a technician to drive us.Refused any compensation or service recovery despite the major inconvenience.Failed to communicate properly with the other branch, as that manager believed we only needed one van, not two upon ********** the alternate Enterprise location (*********************************************), the manager handled everything professionally and even covered our gasa ***** contrast to our initial experience.Attempts to Resolve:We contacted the District Manager ***** via email however the email was kicked back as it looks like he cannot receive outside of organization emails even though ****** the manager gave us his contact. I then called Brook directly to let her know I was unable to reach her manager and asked if he could contact us directly, but have not received ANY type of communication from him. Additionally, I received a text message day of rental from Enterprise allowing me the opportunity to reply to give feedback, with still no response.Desired Resolution:We are seeking a formal response, an explanation of how Enterprise will improve its customer service, and appropriate compensation for the inconvenience we experienced.Thank you, and I look forward to your response.
Business Response
Date: 03/14/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Customer Answer
Date: 03/14/2025
Better Business Bureau:

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

Sincerely,

***** ****
Initial Complaint
Date:03/06/2025
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.
On Friday 12/27/24 we rented a vehicle from ****************************************** (HMO) Enterprise. The original dates for this reservation were pick up 12/27/24 and return date of 12/31/24 for a total for $719.58 based on the online reservation they ended up charging us $947.77 not sure where the difference came from. We ended up returning the vehicle early returned it on 12/29/24 so it was only rented for two days they only refunded $ ****** we ended up paying $613.47 for two days and they added prepaid gas we didnt authorize. Weve asked returned the vehicle with a full tank of gas and have proof of this. At this point the original charge was incorrect to begin with but all we want is a refund for the prepaid gas because we didnt authorize that we returned with a full tank of gas we would also like a refund for the extra day they billed us for three days we only rented for 2 days. We never signed the second agreement because their system was down they sent us the agreement the next day via email. We would like prepaid gas charge removed.We would like them to adjust were it says three days we only rented for 2 days. Based on the charges I believe the refund they still owe is around $274.09.
Business Response
Date: 03/19/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Customer Answer
Date: 03/23/2025
Complaint: 23027996

I have reviewed the business' response and am rejecting it because: no one has contacted me.
I prefer to be contacted by phone ************* or email.

Sincerely,

******* *******
Business Response
Date: 03/28/2025
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.We thank you for your patience as we work to get this matter resolved.
Customer Answer
Date: 03/31/2025
Complaint: 23027996

I have reviewed the business' response and am rejecting it because: no one has contacted me. Please have them contact at me via email or phone number *************.

Sincerely,

******* *******
Business Response
Date: 04/04/2025
Thank you for the opportunity to respond. The initial refund was successfully completed. Following this, there was a claim issued with the customers financial institution which reversed the charges. Unfortunately, we are unable to take any further action until that claim is closed.
Customer Answer
Date: 04/04/2025
Complaint: 23027996

I have reviewed the business' response and am rejecting it because: the claim with my financial institution was closed.

Sincerely,

******* *******
Business Response
Date: 04/11/2025
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:03/05/2025
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 had a rental agreement with Enterprise from September to November 2024. The entire amount for the rental was to be covered through my car insurance. There was an extension in time due to the repair shop taking longer than usual and my car insurance company, Esurance, covered all the expenses for the rental and I was told that I do not owe anything. Sounds like there is some kind of scam or mix up going on here as this extra charge just appeared several months after returning the rental and my expenses were covered in full by my insurance company. According to Esurance, I do not owe anything as the expenses were covered in full and I would like the $407.88 charge to be dropped.
Business Response
Date: 03/12/2025
Thank you for the opportunity to respond. Management has reached to the customer but been unsuccessful in establishing contact. They intend to speak with the customer directly.
Customer Answer
Date: 03/13/2025
Complaint: 23026106

I have reviewed the business' response and am rejecting it because:
I have made several attempts in resolving this matter. It was very difficult to understand the customer service representative and I was placed on a very long hold. Sounded like they were going to contact my insurance company again, not sure. This should have been already resolved months ago when I had returned the rental and I owe Enterprise nothing. I would like Enterprise to contact my insurance company as they are responsible for paying the rental while my car was in the repair shop and to stop sending me made up charges, this is a scam. I will not be doing business with them ever again. Terrible customer service, ridiculous.

Sincerely,

***** *******
Customer Answer
Date: 03/13/2025
I will not be paying the bogus charges made up by Enterprise. If they have questions or concerns they can contact my insurance company. This was resolved months ago after I returned the rental and I owe them nothing. They are running a scam to see if they can get more money from the customer, absolutely ridiculous.
Business Response
Date: 03/20/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Customer Answer
Date: 03/24/2025
Complaint: 23026106

I have reviewed the business' response and am rejecting it because:
I am not responsible for this made up charge and am not going to pay it. My insurance company assured me that the rental would be completely covered while in the repair shop and I am not to be held responsible for any additional charges or fees.

Sincerely,

***** *******
Business Response
Date: 04/10/2025
Thank you for the opportunity to respond to the complaint. The balance in question has been shifted to the ****************. The customer has been absolved of any pursuit of the amounts due for this rental agreement.

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