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

4,240 total complaints in the last 3 years.
1,674 complaints closed in the last 12 months.

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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:07/25/2025
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.
My family and I rented a van for pickup Thursday July 3rd for a vacation. July 4 we loaded into the van and discovered that there was a leak in the windshield fluid and it was not extending onto the windows. So we couldnt clean it. The locations were closed for the holiday. We also had a limited amount of coolant. We filled the gas tank and headed off to *******. On day 2 of our drive the car ran hot and we had to purchase our own coolant to fill. 1 hour into our drive we stopped for gas and couldnt get the gas tank open. We were basically stranded in the Tennessee mountains at a gas station with my 80 year old mother and 5 year old nephew. We were on the phone for hours trying to get assistance and were directed to drive backwards 25 minutes to the closest enterprise to change vehicles. They had no vans and we found out that enterprise vans had been recalled. The worker struggled to open the tank for us for quite a while and said just leave it open. We got to ******* and tried our hardest to get a replacement van or 7 passenger for our journey home but we couldnt get one as they all were on reca. It was a terrible experience. All they offered us was $100 off our rental. I believe a fair compensation would have at least been half off or the entire rental refunded. We have been loyal to this location. My families life was put in danger with this van and they didnt even have anything to help us. This has been an extreme insult. The wheel was also shaking and my driver was scared it would come off.
Customer Answer
Date: 07/28/2025
The address is **************************************************************************************************
Business Response
Date: 07/30/2025
Thank you for the opportunity to respond. Management spoke with the customer,processed a refund, and resolved the matter.
Customer Answer
Date: 07/31/2025
Better Business Bureau:

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

Sincerely,

****** *******
Initial Complaint
Date:07/24/2025
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.
On June 14, 2025, I reserved a 12-passenger van from Enterprise (Reservation #**********) for pickup July 2 and return July 7, at a quoted rate of $881.99. This was booked weeks in advance for a July 4th family outing.On the morning of pickup, I received a missed call but no voicemail despite later being told one was left. This was their only attempt to notify me the vehicle wasnt available. A single missed call with no follow-up for a reservation of this size is unacceptable. Had I been properly contacted, I wouldnt have wasted time and gas driving to the *****, ** *********** the branch, I was told no vehicle was available and was simply told, sorry for the inconvenience. No solutions were offered. I was scheduled to leave the next day and had no choice but to rent another vehicle last-minute for $1,573.25 nearly double the original price. I have proof of this expense.After my email to ***************************** went unanswered, I called customer service. I was told my complaint would be escalated to a manager. I received a call the next day from the wrong location (************, **). The *** acknowledged the error and said hed notify the Union manager. No one ever followed ******** days later, I received an email in response to my original email complaint. It stated: Unexpected issues can adjust availability, and, we are unable to provide compensation per our policy. This dismissive response is unacceptable.Desired Outcome:Reimbursement of the $691.26 difference or comparable compensation. Enterprises handling of this reservation from poor communication to lack of accountability shows disregard for customer service. I will not rent from ********************** again and will advise others to do the same.
Business Response
Date: 07/28/2025
Thank you for the opportunity to respond. Management issued compensation to resolve the matter.
Customer Answer
Date: 07/28/2025
I understand that I have 7 days to respond to the business' resolution of my complaint. I was contacted by the business stating that they would compensate me, however, I have not received compensation as of yet, being that it's only been about two days since I was contacted. I don't want to accept or decline until compensation has been received. How do I proceed with this?
Customer Answer
Date: 07/29/2025
Better Business Bureau:

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

Sincerely,

****** *******
Initial Complaint
Date:07/23/2025
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.
i was under the impression that purchasing Enterprise' insurance was required. I since confirmed with my insurance company (state farm) that I was already covered by my own policy. I would like the charge to be refunded as I was misled at the time of signing. I tried over a dozen times to reach out to enterprise regarding this matter but they do not help me. I get told its going to their manager and I will hear back in a day or so. Its been almost a month since I brought this to someone's attention.This has caused my credit score to drop and my interest rate is almost 30% on the credit card they charged me with.
Customer Answer
Date: 07/29/2025
My issue was resolved via the insurance company.
Initial Complaint
Date:07/23/2025
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.
On Tuesday, July 8th I picked up a vehicle from Enterprise Rent A Car. The agent and I reviewed the body and and discussed the size of scratches or dents in paint that count as a damage claim. Once reviewed I left with the vehicle. On Monday, July 14th I returned the vehicle to the same Enterprise location. The agent stated I was at fault for a rip in the tire the size of a finger nail and I have to pay for a new tire. I explained to the agent I did not do that and we also never reviewed or discussed the tires when I picked up the vehicle. The agent ignored my claims and stated I have to pay for it. I refused to pay and took pictures of the tire. Enterprise then charged me $379.33 for a replacement tire. I have spoke with Enterprise customer service three times and each time they appear understanding and state they will work on a refund. It's been eight days since my first call and no refund has been issued. Also, enterprise has emailed me five times asking me to sign the damage claim. I will not sign it.
Business Response
Date: 07/28/2025
July 25, 2025
BBB
RE: RA# 8W3RQH ****** ******
To Whom it May Concern:
Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by ********** Mr. ****** rented a 2026 ************* A-Class from Enterprise Rent-A-Car in ****************.
At the time the renter took possession of the 2026 ************* A-Class, the vehicle was determined to be rented without damage. This was confirmed by the renter initialing on the rental agreement at the time of check out. The vehicle was returned with damage to the tire. Per the rental contract executed by Mr. ******* he is responsible for all vehicle damage which occurs during his rental period.
The total damage invoice came to 183, and as 280 had been retained, a refund was processed to Mr. ******* credit card on July 23, 2025 in the amount of 97. At Enterprise Rent-A-Car, we strive to satisfy all our customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.
Sincerely,
******* ******* Analyst
Damage Recovery Unit
Customer Answer
Date: 07/28/2025
Complaint: 23641310

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

As listed and described in the initial complaint the damage was not done by me.
1. The tires were never reviewed during the pick up of the rental.
2. The agent covered only the body as we walked around the car.
3. As you can see in the image the damage was a **** in the tire the size of a finger nail. The tire never lost air pressure.
4. I drove only on clean roads and never scraped a curb, brush, rocks etc.
I believe this damage given how small it is was missed by Enterprise and previously on the tire. I took very good care of the car and refuse to pay for someone elses damage.
Sincerely,

****** ******
Business Response
Date: 07/28/2025
We have reviewed the complaint brought forward and will not be taking further action at this time.
Customer Answer
Date: 07/29/2025
Complaint: 23641310

I have reviewed the business' response and am rejecting it because: I have provided visual evidence that shows a **** in the tire of 1 or less. The Enterprise agent and I never reviewed the tires. We looked at the body of the vehicle which was in the same condition as I picked it up. The agent showed me a circle that was approximately 3-4 inches in diameter that would count as liable damage. I believe the 1 or less **** in the tire was previously on the vehicle prior to pickup. The photo evidence shows how small this **** is and I should not be liable for replacing the tire.

Sincerely,

****** ******
Initial Complaint
Date:07/22/2025
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.
My husband was involved in an automobile accident on June 25th, 2025. It was not his fault. The other parties insurance company paid for a rental vehicle while our vehicle was being fixed. When my husband went to rent the vehicle the was asked to put a credit card on file, so he did. He was told there would be no charges (by an employee named *****) put on our credit card. ***** recommend that ***** get the ***************** for the vehicle, but said it would be covered by the other parties insurance company. After his vehicle was fixed, he returned the rental vehicle. On July 9th, 2025 we received a unauthorized charge on $197.34 on our credit card. He called Enterprise and was told it was for *****************. We called to ask why it was not billed along with the car rental and they told us to call the other parties insurance company to find out if it was going to be covered. They said if it wasn't covered they would "help us out" with the charge. Turns out it was not covered by the other insurance company. ***** called Enterprise and he was told by ******** she would credit back a couple days of the *****************. On July 15, 2025 we received a credit in the amount of $65.98. On July 17, 2025 we received another unauthorized charge of $65.98. When we called ******** at Enterprise she told me she would call me back and never did.Since the the charge of $197.34 was never authorized I would like full credit of that charge.
Customer Answer
Date: 07/23/2025
I received a call from the regional Manager of Enterprise Rent A Car and they are refunding me the full amount of the rental insurance that they charged us.
This complaint has been resolved.
Business Response
Date: 07/24/2025
Thank you for the opportunity to respond. Management is issuing a refund to the customer to resolve.
Initial Complaint
Date:07/22/2025
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 was given a rental through Menzies Chrysler by enterprise rent-a-car while my vehicle was being repaired(43 days). I was told that ******* Chrysler would be covering this rental but enterprise charged my credit card $2121.81 without my consent and without an invoice. When I first got the vehicle I had to pay a $100 hold and was told they would not hold my credit card information nor would they charge my card without consent or notice. I called to find out how they can charge me without my card information and without my consent to which they said because I paid with my credit card with its pin they can charge my card then they refused to help me or give me a refund. I was charged July 21/2025 on my credit card. The rental was from May 22/2025 to July 04/2025 with the rate of $50/day Attached is the invoice for 2 days as ******* Chrysler was doing diagnostics on my vehicle but they told me to stay in the rental due to back ordered parts.
Business Response
Date: 07/24/2025
Thank you for the opportunity to respond. Management contacted the customer and discussed the charges processed. Management shared the dealership did not remit payment resulting in the renter being charged.
Customer Answer
Date: 07/25/2025
Complaint: 23634230

I have reviewed the business' response and am rejecting it because:
I had to reach out to corporate and obtain the invoice to which the invoice was wrong. Management REFUSED TO HELP ME at the ****** location. I had to go over their heads and speak with corporate to get anything resolved. I cancelled the credit card and my bank took the charge off. I would like to not have anymore communications from this company. You can fight with ******* and first ************************ to obtain payment.

Sincerely,

***** *****
Initial Complaint
Date:07/21/2025
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 car from Enterprise Rent A Car in ********, ** at the airport on June 28, 2025. Returned the car the same day at the Enterprise location at ****************, ** location. Enterprise has held a $3,050.25 charge against my credit card since. The Columbia location failed to close the rental and I have been unable to obtain a receipt or process the charge. I have called multiple times and been unable to resolve this transaction. They either transfer me and hang up or tell me there is nothing they can do or tell me they will handle it they day and each time do nothing. I am out of options as there appears to be no way to reach anyone within Enterprise who is able to complete the rental process properly.
Customer Answer
Date: 07/21/2025
I was finally able to get this resolved this morning by speaking with the Manager at the ***********************. This was a terrible experience from my perspective as the customer. ********************** Corporate takes no responsibility for the rentals in the offices and claims no authority to provide or resolve issues. They claimed each time I would get contacted by someone in Management by end of day and I never received a single phone call or email communication to indicate they were even working to resolve the issue. They held a $3000 hold against my credit card for nearly a month because they failed to properly close the rental and then have no way for a customer to properly get any resolution to the issue through any of their normal channels. I finally was given a number to call to reach the branch in ******** where I returned the rental and he was able to resolve it within minutes. I would never rent from Enterprise again based on their failure to properly service their customers or do what they say when dealing with a customer. Thank you for forwarding my complaint along and your assistance.
Business Response
Date: 07/31/2025
Thank you for the opportunity to respond. Management spoke with the customer, and learned the matter was resolved with our customer service department. The customer appreciated the follow up and was given managements contact information.
Customer Answer
Date: 07/31/2025
Better Business Bureau:

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

Sincerely,

******* **********
Initial Complaint
Date:07/20/2025
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 am filing a complaint regarding a rental charge expense for Rental Agreement 7ZWZF6 that Enterprise charged me which should not have been charged to my credit card. This rental vehicle expense was supposed to be billed to Point Pleasant Collision, but on May 10, 2025, I was charged for the 2 day rental (4/24/2025 - 4/25/2025) cost of $112.74. I should not have been charged for the rental cost and as such, I am demanding a refund. Payment was already made by the body shop. I have called the local *********, ** branch and spoke to **** on 7/7/2025. She looked into the details and saw that Point Pleasant Collision paid for this rental through a check payment and then for some reason, Enterprise also charged my card for payment. She said that she would follow up with Accounting as this was very unusual and that she has never seen this before. I called again on 7/8/2025 and 7/18/2025 to follow up, but she said that she has not heard back yet. She said she would call me once she found out, but I have not received a call back yet. On 7/11/2025, I contacted Enterprise's main customer service line to inquire about my issue. The customer service representative informed me that she had to reach out to management about my issue and that they would get back to me the same day or the next day. I chatted with support on 7/17/2025 and confirmed that Enterprise did receive a check. As of 7/20/2025, I have still not received a call back from Enterprise. Please resolve this issue and refund the duplicate payment on my credit card that I did not authorize immediately. Regardless of any payment issues, the body shop is responsible for the rental cost. This was made very clear during both the pick up and drop off of the rental vehicle. If there any issues with payment, Enterprise should be contacting Point Pleasant Collision, the body shop who is responsible for the payment.
Business Response
Date: 07/22/2025
Thank you for the opportunity to respond. Management has researched the complaint, identified the issue, and contacted the ******************* processed a refund to resolve. An updated invoice has been shared with the customer.
Customer Answer
Date: 07/28/2025
Better Business Bureau:

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

Sincerely,

**** *****
Initial Complaint
Date:07/19/2025
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.
On June 20, 2025, Enterprise Rent-A-Car charged my card $251, even though I was not in possession of any rental vehicle at that time. The vehicle had been rented under an insurance claim and was returned in full on July 3, 2025, to the **********, AL location.Due to an oversight, the key fob remained in my personal vehicle, as my wife had accidentally taken it. I was unable to return the key immediately due to work obligations. However, the vehicle was no longer in use, and the key was personally returned on the morning of July 9, 2025.Despite this:The rental is still marked open, although the vehicle was physically returned on July 3, 2025.I was informed that only a manager can close the rental, causing unjustified delays.I was charged $251, which appears to be a fee related to the key not being returned immediately even though the car was.This charge is both excessive and unauthorized. I was not using the vehicle, and the key was returned in good faith. Given that this was an insurance-covered rental, no charges beyond the claim should be billed without my express consent.This practice may violate both the Fair Credit Billing Act (FCBA) and Alabama consumer protection laws, which prohibit billing for services not rendered or goods not used.
Business Response
Date: 07/22/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Customer Answer
Date: 07/23/2025
Better Business Bureau:

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

Sincerely,

****** Congress
Initial Complaint
Date:07/18/2025
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.
I am writing to formally express my frustration with the experience I had during my recent rental on 7/17, which caused significant inconvenience and unnecessary stress, especially while traveling with my baby.I arrived at the ****** mill location at 10:00 AM for my confirmed reservation, only to be informed that the location was sold out of vehicles. I was redirected to another location 20 minutes away. When I arrived, the staff informed me that they were unable to access or process my reservation because I had used points for one of the days.I then contacted customer service and was transferred multiple times, including to a supervisor, but no one could transfer my reservation to the new location. Ultimately, the supervisor created an entirely new reservation at a higher rate and failed to cancel my original one, which meant my points were not applied to the new booking.I did not get into a vehicle until 12:00 PMtwo hours after my scheduled time. Not only did this cause significant delays, but I also had my baby with me during the entire process, which made the experience even more stressful.Given the circumstances, I am requesting that my points be transferred and applied to my current reservation, or that I be issued a refund or credit to make up for the time lost, the price difference, and the inconvenience endured.
Business Response
Date: 07/31/2025
Thank you for the opportunity to respond. Management spoke with the customer and matched the reserved price to resolve.
Customer Answer
Date: 07/31/2025
Better Business Bureau:

I spoke with the manager who was understanding and kind. He was able to assist me regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

******* ********

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