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.
1,643 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:05/23/2025
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.
Rented a vehicle for 1 day. My full deposit was never returned. Local office will not return my calls even after I contacted corporate. Was told by corporate that the remainder of my deposit would be paid and I would receive a credit for the trouble. I have received neither.
Customer Answer
Date: 05/27/2025
Rental Agreement number is on top left. 80K965
Business Response
Date: 06/02/2025
Thank you for the opportunity to respond. Management has reached out to the customer but was not able to successfully establish contact. Management processed an additional refund as the invoice reflects a day credit was issued prior to complaint.
Customer Answer
Date: 06/04/2025
Complaint: 23372645

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

I was only contacted after complaint was filed. I did not return call because this was the original office that messed up my charges and refund 3 times. And the one day refund was given because I was incorrectly charged for 2 days instead of 1. When I contacted corporate office I was told that I was still short $7.44 of my refund and that I should get my refund of $7.44 and also a credit on my Enterprise account for an additional 1 day rental for all the trouble I have had to go through. I have NOT been given a rental credit on my Enterprise account.

Sincerely,

******* *****
Business Response
Date: 06/06/2025
Thank you for the opportunity to respond. Management processed a refund to resolve to which the customer verbally agreed.
Customer Answer
Date: 06/07/2025
Better Business Bureau:

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

Sincerely,

******* *****
Initial Complaint
Date:05/23/2025
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 agreed to pay $205.81 for a two-day car rental. I returned the vehicle with a full tank of gas at 5:00 AM on May 19, 2025, as required. Since the office was closed at the time, I followed the provided instructions and dropped the keys in the designated mailbox.However, two hours later, I received an invoice that included an additional charge of $33.14 for fuel. I contacted customer service, and the representative acknowledged the error and agreed that the charge should be refunded. Unfortunately, she mentioned that the system would not allow her to process the refund.I kindly request that the $33.14 fuel charge be refunded as soon as possible. Thank you for your attention to this matter.
Business Response
Date: 05/27/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Initial Complaint
Date:05/23/2025
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 made a vehicle reservation with Enterprise. The vehicle unfortunately sustained damage and I've been dealing with insurance to have Enterprise compensated. Enterprise refuses to be truthful to the insurance adjuster on if the car was salvaged or not which is resulting in certain portions of the claim not being covered while also charging for diminished value. If the car was salvaged then how can you fairly charge diminished value on a non-existent vehicle?
Business Response
Date: 06/10/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:05/23/2025
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.
DISGUSTING ?? ! Literally proof of me taking a photo of a broken under carriage less than 20 MINUTES of leaving the shop. KEEP IN MIND the OWNER had me pick the car up from a BODY SHOP down the road yall! Then they told me KEEP GOING AND switch at another location WHICH I DID in 2019!!! Just to find out that IN 2025 THEY PUT me on a no rent LIST with no NOTES, NO BALANCE DUE etc. Destroying my BIRTHDAY TRIP and WITH NO RESOLUTION after I ASKED TO SEND THEM PROFF OF EVERYTHING!!! DO YOURSELF A FAVOR AND NEVER RENT HERE! This issue made me cancel a non refundable rental over LIES.
Customer Answer
Date: 05/23/2025
I've been calling ALL DAY and ***** has offered to help me TODAY. The customer service is beyond disgusting.
Business Response
Date: 06/02/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:05/23/2025
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 regarding a reservation I made with Enterprise Rent-A-Car that was not honored, causing significant inconvenience to my family.I reserved a vehicle in advance for my family to use while visiting me during my husbands deployment. During the booking process, I asked multiple times for confirmation that the vehicle would be available on the day of pickup, as it was extremely important that we had reliable transportation. Each time, I was assured the vehicle would be ready, and I received a confirmation email to that effect.However, on the scheduled pickup date of May 23, 2025, my family arrived at the location only to be told that no vehicle was available. I immediately contacted the branch to explain the situation and reiterated that I had confirmed this reservation multiple times. The response I received was simply, Sorry, theres nothing available.When I asked if they could check other nearby locations or provide an alternative vehicle any vehicle we were told no. They made no effort to offer any resolution or assistance. This caused a major disruption to our plans during an already difficult time.This is not the first time Ive experienced a confirmed reservation being canceled or ignored by Enterprise. I am extremely disappointed with the lack of accountability and customer care in this situation.I am requesting a formal apology and a form of compensation for the inconvenience. I also urge Enterprise to review and improve their reservation policies and customer service protocols to prevent this from happening to other families.
Business Response
Date: 05/27/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and offered compensation to resolve.
Initial Complaint
Date:05/23/2025
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.
We were giving a rental car temporarily due to a registration mistake made by **************. They were paying Enterprise for our rental. We returned vehicle back on the weekend as told to and then got billed. We submitted the bill to Lithia and our insurance geico and was told the bill will be handled only to Find out it is on my credit report as unpaid
Business Response
Date: 05/27/2025
Thank you for the opportunity to respond. Management left the customer a voicemail and reinstated the customers rental privileges.
Initial Complaint
Date:05/23/2025
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 car in May of 2024 for a family reunion in *******. I use Enterprise exclusively (used to anyway) so I had alot of points. I rented a **** Mustang convertible for 4 days and picked up outside the airport and paid with points. When I returned the vehicle to Enterprise, I pulled in and the lady with the handheld device claims she could not give me a receipt because it was her first day and that her machine was also not working right. I told her no big deal, I was dropping it off and catching a flight @noon (it was 11). I then got the shuttle and went to the airport. That nignt (Monday) Enterprise called me and asked if I wanted to extend my reservation. I told them exactly what I typed above, I assumed it was the new person not putting the car where it should be or the machine never working and logging in my car. The person asked me exactly where I pulled in and I explained and she said ok. I then again, on Thursday, got the same call. Same questions, same answers from me. At this time I was a little worried because I told her I returned it on time Monday and also answered the same exact call. She then hung up and looked for the car. She called back and said it was found but in a neighboring lot with another company. I dont see how that is possible, I went to Enterprise and took their shuttle to the airport. Then......Enterprise proceeded to charge me the $406.23 for the 4 days they could not find the car. I have since disputed it, but it comes back every time. This has been happening for almost a year. I dropped the car off on Monday at 11, and was in ******* by 3 pm on Monday. Enterprise continues to try and charge me for 4 more days up to Thursday. I told Enterprise on Monday exactly what I told them on Thursday and I dont think they ever cared to look.
Customer Answer
Date: 05/23/2025
the reservation number I received from Enterprise is the following ; RA # *********. This is at the ****************

Business Response
Date: 06/02/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Customer Answer
Date: 06/03/2025
i got a message from BBB saying Enterprise had a response, but I do not see a response?
Initial Complaint
Date:05/22/2025
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 premium suv from car enterprise in ****** il , at brand on pioneer parkway. I rented due to needing more space for the family, so I rented a Jeep Wagoneer L. I picked it up 30 mins or less after it was retuned by previous customer. Picked up the car as soon as I got in it the extremely awful smell of marijuana blasted at my face. I informed employee of this and he apologized and said there was no other SUVs available, he sprayed an air freshener which didnt help. This wedding is for a special family member, and I couldnt just leave whole my family behind. I drove to ******** Michigan was pulled over for broken tail light that I also informed worker at enterprise on pioneer parkway. The cop right away became aggressive and assumed I had smoked in the car. It took some time to convince him that I would never even smoke in the first place ! He said if I let him search the car that he would let me go by my way. He made us all 7 people get out of the car to search it. I have never ever thought this would happen to me. I arrived at ******** finally and called the branch I rented from. The workers kept transferring me to automated machine which did not help. Finally I got someone on the line and asked for manager named *****. He told me to go to any enterprise to return car. I said ok. Then I went to a branch on ************************* in ******** they said they will not take it back due to policy and wouldnt even switch it out for a different suv, I kept calling the branch on pioneer parkway he then called them and then they told me to go to branch at the ***************, then I went to the airport 22 minutes away from ******** branch. I get there and they tell they are sold out on SUVs, they only have sedan viehcles. I dont understand why be so difficult for me but this is unacceptable and I want my full refund ! Now the car is parked wont drive it until its time to go home. Im using my cousins minivan in ********. I want my money back 100% for this experience.
Business Response
Date: 05/27/2025
Thank you for the opportunity to respond. Management shared they will process a refund to resolve the matter.
Initial Complaint
Date:05/22/2025
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 terrible experience with Enterprise Car Rental in **********, **************** was covering the cost of the rental, but Enterprise employees intentionally upsold me to a higher-rate vehicle without clearly explaining that it would cost extra out of pocket. They made it seem like a standard upgradeonly to later charge me more. This practice is duplicitous, dishonest, and unethical.Enterprise should be ashamed of these shady tactics. When someone is dealing with an insurance claim, they should be treated with transparencynot taken advantage of. The employees I dealt with were manipulative and misleading, and its clear this kind of upselling is part of their business model.Never renting from Enterprise again. Customersbeware. Always double-check every line on that agreement because they will try to sneak in charges you didnt ask for. This company does not operate in good faith.
Business Response
Date: 06/05/2025
Thank you for the opportunity to respond. Here is the response from our local management team; Thank you for your patience with getting a final response.Please accept this correspondence as our response to the complaint filed with the Better Business Bureau. ****** **** rented a vehicle from Enterprise Rent A Car *************************************, dba Enterprise Rent-A-Car, sharing that he was not aware of the out-of-pocket expenses for the rental car as he was renting due to an insurance claim from 3/4/2025-3/19/2025. Our Area Manager from our Coastal Region called him on May 30th, 2025. He said that he had a $50 credit from the insurance company and that he was under the impression that everything was covered by his insurance company. We have refunded him the charges on his credit card.

We hope that our diligent efforts to thoroughly review our records to resolve and address this matter demonstrates our commitment to customer service.

Sincerely,
********************** of *************
Initial Complaint
Date:05/21/2025
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.
Im a police officer in *******, **, and a ***** ***** customer who trusted ********************** for the first time. Unfortunately, my experience on May 21, 2025, was extremely disappointing and frustrating from start to finish.While on duty, I lost the rental key during a foot pursuit. I called Enterprise and was told a tow truck and locksmith would be dispatched, with a $55 charge for the locksmith alone. However, the tow truck driver informed me he couldve opened the vehicle himselfno locksmith was needed. I felt misled into paying for a service that was completely unnecessary.I was also told I could pick up a ***lacement vehicle at ****************. After leaving work early and making the trip, I was told only a minivan was available, which I declined. If I had been properly informed earlier, I could have returned to the original location before it closed and avoided all of this wasted ******* make matters worse, I called customer service again and spoke with a female ***resentative who was dismissive and unhelpful. When I asked to speak to a supervisor, she claimed to make two attempts but no one ever got on the line. She lacked basic empathy and offered no resolution.Later, I called back and spoke to a male *** who made a real effort to help. Unfortunately, there was no immediate solution, and I ended up without a vehicle for the night. I missed a second job I had scheduled at 6 AM and had to use **** for my regular shift.This entire situation showed a serious lack of professionalism, poor communication, and unnecessary financial cost. I respectfully request that Enterprise review this incident and provide appropriate compensation for the inconvenience, lost time, and extra expenses I incurred.
Business Response
Date: 05/30/2025
Thank you for the opportunity to respond. Management removed the $55 roadside fee and offered compensation to resolve.
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,

Lareahn Washington

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