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

4,359 total complaints in the last 3 years.
1,681 complaints closed in the last 12 months.

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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:07/30/2025
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 rented a premium SUV from enterprise on June 2. Reservation **********. I received three calls from the *** of Enterprise or his assistant between then and July 18, my rental pickup. I was first asked if I was still serious about renting. Then I was called again a few days prior to ask if I would take a substitute. When I asked if theyd have my car or should I rent elsewhere I was told not to worry that they would. I called the morning of the pickup and was reassured again that they would have my car or a substitute that could accommodate 6 people with luggage. When I arrived at pickup time I was told that the corporate office instead elected to rent over 20 premium SUVs to a local musician and that what they had for me was now a vehicle that could still seat 6 people. It wasnt a premium SUV and had no room for luggage. The asst *** told me he doubted any other locations of Enterprise had my vehicle since they rented (he said) them all out. They made no other effort to help and I was left with having to borrow another car and use two cars to transport my family back and forth to ******. ***, based on the totality of what occurred, Enterprise should have offered a goodwill gesture (I requested a ********************************* the future since they failed to honor the agreement and did not offer a solution. (I spent a few extra hours trying to arrange an alternative and my family could not ride togetherSince my family was coming from another state that would have been really nice.) my rental agreement number is below
Business Response
Date: 08/02/2025
Thank you for the opportunity to respond. Management offered compensation to resolve.
Customer Answer
Date: 08/04/2025
Better Business Bureau:

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

Sincerely,

**** **********
Initial Complaint
Date:07/29/2025
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.
We rented a car from Enterprise at ********************************* on July 12, 2025 (Rental Agreement #*********), and returned it on July 17, 2025 at 3:28 PM to ******************** (**************************), during normal business hours. We parked in the designated Enterprise return area, and have photo evidence showing the dashboard (mileage and fuel), the cars parked location, with timestamp and ********* we also have car camera videos. We also boarded *************** flight AS3367 at 5:16 PM from ************ to *** that same day.However, we never received a final invoice. On July 22, we noticed a higher-than-expected charge on our credit card. After contacting Enterprise, we learned our rental agreement had been updated to say the car was returned at ******************************* on July 22 at 2:59 PM five days after our actual return.Then, on July 24, my husband received a message saying the car was overdue and may be reported to law enforcement. When we contacted Enterprise again, we were told the car had already been reported stolen and I was blacklisted in their system. We provided evidence and were told it would be escalated, but weve received no follow-up. On July 28, we called again and were told the car was still marked as unreturned/stolen (Ticket #********). We also tried calling the ************ location for many times with no success.We are very distressed by this false claim and are worried about legal consequences. We returned the car on time and in full compliance. We request:1. Correction of the return location and date in Enterprise's system;2. Removal of the stolen status and blacklist;3. Proper billing and refund of any excess charge;4. Confirmation the vehicle is no longer listed as missing.We are asking BBB to help us reach resolution, as Enterprise has failed to act despite repeated contact and proof.
Business Response
Date: 08/03/2025
Thank you for the opportunity to respond. Management has located the vehicle, closed the contract for the correct time, and processed a refund to resolve.
Customer Answer
Date: 08/04/2025
Better Business Bureau:

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

Sincerely,

** ***
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:
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.
We booked a rental car on 7-12-25 for a trip we are required to take today 7-18-25 at 8am. We get to the Enterprise location and the whole experience was strange. He said how can I help and we said we're here for the 8am pick up for Green. He said ok they're bringing that around as soon as they finish cleaning it. Then he asked for my License and started typing info into a tablet. So then he says and I quote "what happened to your car " we said nothing. He then says "isn't this for an insurance claim" I said no we paid using our bank account. He said we'll "I tried to call you yesterday to tell you we don't have that size vehicle. I said no you didnt. I played the voicemail and he just mentioned bringing the license and my credit card. So there was no resolution. We have to wait 7-10 business days for our refund. Our bank couldn't help. A regional manager for Enterprise was supposed to call us back and never did. They weren't able to refund our money today so we could get another vehicle. This was a complete disaster. An ***** ***** the branch manager for the ************************************ needs to be held accountable. Legally we have to have my step son returned to his mom by 7-20-25 or else we can be found guilty by the law in **. This wasn't just a rental vehicle for fun this is a binding contract between 2 parents. A legal issue. An now we have to find another way to return him. An we spent all of our travel money for that rental car. This is absurd. This is unacceptable. This is illegal.
Business Response
Date: 08/03/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and processed a refund to resolve.
Customer Answer
Date: 08/04/2025
Better Business Bureau:

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

Sincerely,

******* *****
Initial Complaint
Date:07/22/2025
Type:Customer Service 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 writing to express my frustration regarding an auto rental reservation made on July 9, 2025, following a car accident that left my vehicle in urgent need of repair.Since making the reservation, Ive experienced repeated unprofessional behavior and a lack of communication from staff at this Enterprise location. Despite multiple attempts, I have been consistently placed on holdsometimes for 20 to 30 minutesonly to be disconnected without assistance. This has made it extremely difficult to reach a representative and secure the rental I urgently need.Last week, I was informed that no SUVs were available, but that one would be ready the following day. That promise was not fulfilled. I was later told that larger vehicles were being picked up and brought in for rental, yet I never received any follow-up. I left my contact information and was told I would receive a callback at 12 PMno one called. I was then promised a call from the manager at 4 PM that same day, which also never happened.I spoke with *****, the manager, this past Saturday, and we agreed on a rental pick-up scheduled for Tuesday at 4 PM. I am attempting to confirm that arrangement today and to coordinate pickup from the collision center. However, Ive again been placed on multiple long holds and disconnected several times. When I used my husbands phone, I was briefly able to reach a representative who stated that ***** was unavailable and said she would transfer me to another managerbut after another 20-minute hold, I was disconnected again.This level of service is unacceptable, especially considering the urgency of my situation. I respectfully request immediate assistance in confirming my reservation and arranging pickup as previously discussed. I would appreciate a direct callback at your earliest convenience.Reservation Number: WK6GDV (1857)Phone number************** ENTERPRISE RENT-A-CAR ****************************************************************************************
Business Response
Date: 07/23/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
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,

***** *****

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