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.
1,645 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:05/27/2025
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 was told if I brought the van back on Monday by ***** that rented me the van. I called him Monday morning at 830 in the morning to see the latest I could bring the van back to not get billed for a extra day he said 11 or 1130 am so I got the van back at 1120 am and he checked the van out and said everything thing looked good and that I will get my 300 deposit back well I got 140 of it back because they changed me a extra day and they told me I had to have commercial ins on the van because it was a 12 passenger van and changed me 29 dollars a day for 8 days for ins that I found out that I didn't need .I'm a 100 percent disabled veteran I can't afford all these extra charges and I have called and made a complaint over a week ago and nobody gotten back to me about the complaint.
Customer Answer
Date: 05/28/2025
The address is ******************************************************************; *****
Business Response
Date: 06/11/2025
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.
Customer Answer
Date: 06/13/2025
Better Business Bureau:

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

Sincerely,

******* *******
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 attempted to make several reservations using earned points redemption (free day), I was unable to make a points redemption despite trying multiple dates and locations, I made customer service aware of the inability to make a point redemption and I was told this was a system issue and it would be escalated and to make a reservation and the redemption points would be applied to my pending reservation. Today I followed up on the reservation and no points redemption was applied and ***** (employee #E772pf) stated he had no ability to fix the problem and that I should just use the points on another rental, when I said that should be a customer decision and in this case it would appear as though Enterprise Rental is engaged in a deceptive business practice if I cant use my earned points to redeem on a rental, if there are no limitations on the rental redemption.
Business Response
Date: 05/30/2025
Thank you for the opportunity to respond. Management has researched the complaint. Unfortunately,the points balance reflected in the customers loyalty account did not meet the minimum amount necessary to rent the Full-Size Pick-Up Truck reserved. At How to Redeem Enterprise Plus Points | Enterprise Rent-A-Car, or *********************************************************************************************************** if not hyper linked, the customer will find a video with step-by-step guidance on how to redeem points when booking a reservation.
Customer Answer
Date: 06/10/2025
I have not had any communication from this company and this issue is unresolved
Initial Complaint
Date:05/27/2025
Type:Product 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 rented a mini-van from the Enterprise Rent a Car location in *********** **. Due to some issues with maintenance on our rented vehicle, Enterprise delayed my return trip from ** by 5 hours and did not provide the required mini-van for my return trip home! I have called NUMEROUS times in hopes of resolving this with Enterprise only to be told that a member of the management team will call me back within 24 hours. To date, no such contact has been attempted by Enterprise. The total of my trip was $572. I am asking that Enterprise refund me half of my expenses as they only provided half of what I agreed to pay for. Upon my return trip home, I was put in a cross over SUV. This was not only unsafe for those of us traveling but also very uncomfortable.
***************************************
Business Response
Date: 05/29/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and processed a refund to resolve.
Customer Answer
Date: 06/02/2025
Better Business Bureau:

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

Sincerely,

****** *******
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 rented a 15 passenger van from this company in early April from a Friday morning to Sunday afternoon. When I picked up the van from them, I signed a rental agreement, stating that the estimated charges would be $417.42. This included $90/day for the van and a $105 damage waiver. The next week, I received a final bill of $869.59. They upcharged the rental rate to $226.40/day, which I never agreed to or signed for. They also overbilled me from Sunday afternoon to Monday morning when they closed out the transaction. I called customer service and the branch multiple times. They blamed the problem on "computer system issues" and "the rental agreement given being incorrect." They would only agree to a $100 credit for the Sunday to Monday overbilling, but nothing on the rental rate discrepancy. I disagreed, but I couldn't get any further with the branch manager at Enterprise. I filed a dispute with ****, but they sided with Enterprise. I'm trying to push back there, because I feel like this kind of issue should fall into a buyer protection policy. I was misled to paying over 2 times the amount I signed for. As of this moment, nothing more has changed. I am seeking the remaining $352.17 they owe me based on the signed rental agreement.
Business Response
Date: 06/03/2025
Thank you for the opportunity to respond. Management contacted the customer, processed a refund, and discussed unlimited miles vs limited miles on reservations to resolve.
Initial Complaint
Date:05/27/2025
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.
On 5/21/2025, I rented a ********* Escape, which was the same make, model, and color as the car that hit me in a prior accident. This was distressing, and my wife refused to drive it. I requested a transfer but never heard back.On 5/22/2025, I exchanged the **** Escape for a GMC Terrain, which had severe rattling noises, making it feel unsafe to drive. I exchanged it the following day for a Corolla Cross.On 5/24/2025, I noticed the Corolla Cross had a lingering smoke smell, which triggered an asthma attack while I was driving. Due to the health risk, I returned the vehicle to your ************************ location at 8:37 AM and had to **** home.Despite my repeated calls and emails, including escalating to management, I received no response. Your employee advised me to come back at 4 PM, but I later learned the location closes at 2 PM. This lack of communication has added significant ************** this point, I expect a resolution, whether its an immediate exchange for a properly inspected, smoke-free vehicle or a refund for my rental. Additionally, I request an explanation for the failure in communication regarding my concerns.Please respond as soon as possible.
Business Response
Date: 05/28/2025
Thank you for the opportunity to respond. Management spoke with the customer and resolved the matter directly.
Initial Complaint
Date:05/27/2025
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.
1/21/2025 enterprise car rental agreement stipulated a hold (not a withdrawal) would be placed on my bank account for $341.30. during the rental duration payments were authorized in full. the rental was returned 2/18/25 in good standards and releasing the hold in full was confirmed. $111.00 was released to my bank account on 2/19/25. telephoned enterprise rental who confirmed a code was sent to the bank to release the funds. after visiting the bank no code receipt was confirmed. the bank manager viewed my account discovering ******************** did not place a hold on my account and $341.30 was withdrawn without my authorization. the bank manager telephoned enterprise, enterprise confirmed returning the funds and forwarded a code to the bank manager. the bank accommodated my account with a provisional credit to allow bank staff processing. 5/19/25 received a letter from the bank confirming the provisional credit will be reversed 5/21/25. during 5/20/25 bank visit discovered the code was inoperable.
Customer Answer
Date: 05/27/2025
Rental agreement summary # requested is 70GMQ8
Business Response
Date: 05/30/2025
Thank you for the opportunity to respond. Management has researched the complaint, spoke with the customer, and shared that all funds have been released in our system.The attached document provides the authorization release codes for all charges in question. We ask that the customer present this documentation and final invoice to their financial institution.
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,

****** *****
Initial Complaint
Date:05/27/2025
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.
On April 10th, 2025 I rented a vehicle from Enterprise Rent-a-Car using my insurance policy. Both myself and the person behind the counter at Enterprise spoke with my insurance to ensure everything would be covered. However, about 10 days ago Enterprise charged $365.91 to our account and never returned our $50 deposit. Upon reviewing the rental agreement, it seems that Enterprise had put their optional damage waiver protection on the rental when it was not necessary, since insurance would cover the vehicle as my own for the duration of the rental. I'm seeking a refund of this money, and I've been fighting with Enterprise for the past week trying to get this resolved.
Business Response
Date: 05/30/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Initial Complaint
Date:05/26/2025
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.
Hello Ive been trying to resolve this issue but have not been helped at all. I rented a car for an early trip. The pick up was at six for a seven seater. I asked the attendant upon picking up if it was a seven seater and he said yes. Once I drove away I realized it was not. It was six. I called about it and they had me wait on hold for a long time. Finally they told me there was one available for pick up at another far location. They said itd be ready at about 2. They did not offer compensation. I had to drive out in traffic for a long time and pay for gas on the car although this was not my fault. By the time I got back to *********** it was 3. The whole day was gone and I wasnt able to do the trip for my moms birthday. Of course she was disappointed so was everyone. I still had to return the car at the same time and fill up the gas. This was a waste of time and money. And no one hears me. The manager at this Chino location told me that it was because they didnt call like they normally do to confirm details. All she said was that what she could do was have me call next time I book. But that is their job. This is their responsibility. Its unprofessional. They couldve just told me they didnt have a 7 seat car ahead of time. And after this I do not think I would book again because this hasnt been resolved and it was an important day ruined. It was stressful when it shouldnt have been. I am just looking for compensation for this Confirmation Number: #********** Expedia Itinerary: ************** Pick up: Sat. March 22 9am Total: *****
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.
Initial Complaint
Date:05/26/2025
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.
Im filing a formal complaint against Enterprise Rent-A-Cars Chilliwack BC (****************) location regarding a windshield chip claim I strongly believe did not occur during my ********* return, my wife went inside to finalize payment while an employee briefly inspected the vehicle. Minutes later, she was told there was a chip in the center of the drivers side windshield and that wed be held responsible. This surprised us we both drove the car that day and saw no such damage. The chip was in a very visible spot, and were both attentive drivers.When I checked, I saw fresh wipe marks around the chip, as if it had just been cleaned or made more visible. I asked to see the pre-rental condition report. The manager claimed it had been emailed, but we confirmed no such email existed.I asked basic questions: What would the repair cost? Whats the timeline? How would we be updated?All were met with vague replies like we dont know. But once I brought up the wipe marks, the tone changed. The manager downplayed the issue, offered a **** discount, and said theyd just take care of it. He made it seem like the matter was closed.We paid & left. Two weeks later, we were contacted by an ICBC adjuster Enterprise had filed a claim despite the verbal assurance that we wouldnt be held liable.This raises serious concerns: No proof the chip wasnt pre-existing No condition report was shown or emailed Verbal assurances were broken Similar complaints exist at this location My request:Given the lack of transparency and evidence, I request Enterprise: Immediately withdraw the windshield damage claim Or, if proceeding, provide: Repair invoice Condition reports from my rental, the one before, and any between Rental logs before and after my rental Windshield repair history for this vehicle Proof the windshield was undamaged when my rental began The claim appears unsupported, and we should not be held liable for damage we didnt cause.
Business Response
Date: 05/29/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 06/05/2025
Better Business Bureau:

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

Sincerely,

******* ******
Initial Complaint
Date:05/24/2025
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 on May 3rd from the Enterprise location at ************************************************************ with a projected return of May 10 at the same location. I returned the car early on May 9th around 8pm at the ********* location. This was after hours so I did not receive a receipt at that time. On May 11 I received an email from Enterprise closing out the rental but claiming that I had returned the car that morning, May 11, in ************, **. This error resulted in Enterprise charging me an additional $162.96 for the rental. I contacted the Mansfield Enterprise branch on May 12 at 9am and reported the problem. The agent acknowledged the error and said he would have his manager take care of it that day and call me; that never happened. At this point, on May 24, I have called the Mansfield office and spoken with agents, assistant managers and the manager at least six times. I've been told three times that it would be taken care of by the end of that day or the next day. I reported the error to the Enterprise customer service department on May 13. After all of this I've heard nothing from Enterprise and they still have not refunded the excess amount they charged to my credit card.
Business Response
Date: 06/03/2025
Thank you for the opportunity to respond. Management has researched the complaint, identified the issue, and processed a refund to resolve.

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