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

4,361 total complaints in the last 3 years.
1,696 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:07/02/2025
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.
Complaint with Enterprise located at ********************************** Rented car and returned on 5-4-25. When i went to pay my credit card bill on 5-7 noticed an overcharge. Called enterprise 800# and spoke w *******. Was advised was a cleaning fee but said my account was not notated as to why. Said would have local branch call me. They never called and i called them several times but no one ever answered. I filed a complaint with my credit card company. A week later enterprise told my credit card company was due to ashes and smoke smell in vehicle. No one smoked in the rental while it was in my possession. My credit card company sided w me due to the fact i was provided and invoice that did not have fee on it, no one ever contacted me about fee, and on 5-7 no notes were on my account aboit why fee was charged. Credit card co said they are seeing a lot becasue some people just pay credit card bill and dont look at. Now enterprise is emailing me trying to collect fee.
Customer Answer
Date: 07/03/2025
I rented a car that was returned 5-4-2025. I was emailed a receipt. On 5-7-25 I went to pay my credit card off and noticed an overcharge of $271. I called Enterprise 800# and spoke with ******* and was told was a cleaning fee. Said my account had no notes as to why cleaning fee was charged. Said she would have local Enterprise where I rented call me. They never called. I attempted several times to call them and got no answer. I filed a dispute with my credit card company and a week later Enterprise responded with there was a smoke smell and ashes in car. When i dropped car off i was told all was good and was never sent an invoice with that information. No one smoked in the rental while it was in my possession. My credit card company sided with me based on the fact my invoice did not show that charge, no one had noted my account as to why cleaning fee was charged, and Enterprise never contacted me. The credit card company said they are seeing this a lot as a some people pay no attention to their credit card bill, they just pay it. Now Enterprise is emailing me attempting to collect the charge. Enterprise is now contacting me tryin
Business Response
Date: 07/14/2025
Thank you for the opportunity to respond. Management has researched the complaint and will be taking no further action.
Customer Answer
Date: 07/15/2025
Complaint: 23550097

I have reviewed the business' response and am rejecting it because:
Please explain what "we will be taking no further action" means exactly. I received another email today attempting to collect debt.

Sincerely,

******** *****
Business Response
Date: 07/17/2025
Thank you for the opportunity to respond. Signage highlighting the fees associated with smoking inside of rental vehicles is displayed in the rental. Efforts to collect the fee will continue as ashes were left inside of the vehicle.
Initial Complaint
Date:07/02/2025
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 am submitting this formal complaint against Enterprise Rent-A-Cars Damage Recovery Unit regarding a fabricated and unethical claim involving a black ***** Pacifica (Illinois Tag #FP238666), rented from Enterprises *******, ******** location on January 14, 2025.From the moment I received the vehicle, I documented its condition through comprehensive photos and a walkaround video, clearly capturing pre-existing damage to the front right grille. This damage was confirmed and acknowledged by the branch manager, who assured me that it was already noted in Enterprises internal records and that I would not be held liable.Despite this, I have since been subjected to a damage claim alleging responsibility for the very defect that was identified and disclosed from the outset. This action, in my view, is not only unjustifiedit borders on consumer ******** addition to this false damage allegation, the vehicle exhibited multiple serious mechanical failures, including: Persistent check engine light and faulty sensor readings ****** warning indicating dangerously low levels (1%) that compromised safetyThese issues were so severe that Enterprise authorized a towing of the vehicle and issued a replacement rental, effectively acknowledging mechanical negligence on their ******* summarize: I categorically deny any responsibility for the reported damage I possess irrefutable evidence to disprove the claim I have endured significant stress, disruption, and wasted time as a direct result of Enterprises mishandlingI am formally requesting:1. Immediate dismissal of the baseless damage claim2. Written confirmation reflecting the resolution of this dispute3. Compensation in the form of a rental credit or comparable remedy for the unacceptable inconvenience I endured due to Enterprises poor vehicle maintenance and negligent internal processes
Business Response
Date: 07/14/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:07/02/2025
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.
Have had my situation escalated 5 times within the past 3.5 months and have not received a resolution by the branch. Manager is saying he is confused now meanwhile he has not even tried to help at this point. I was told wrong information by the worker charged an extra $60 over insurance was told I would get a call 3+ months ago for a refund and I still cannot get anyone to speak to me about it in this amount of time now its getting completely out of hand. I have spoken to customer service 5 times and the branch twice. I am just trying to go above them at this point.
Customer Answer
Date: 07/03/2025
Reservation # was 7TZ95B it was under some one elses insurance because I was in an accident so I dont have any of the paperwork. I got a hold of the branch Manager finally and he hung up on me yesterday 7/2/25 because he said he was confused and nothing can be done because its been 3 months now even though Ive been struggling to get an answer for 3 months now.
Business Response
Date: 07/08/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Initial Complaint
Date:07/02/2025
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.
Location: **********************, ************************************ They didn&#**;t tell me that they were taking my deposit money. They send for a consumer to extend their rental for a day but they are saying they took the late fee out of my deposit without telling me. They said I didn&#**;t put any deposit down but I did put a deposit. I was paying $100 a day. I would like refund, the overpayment back.
Business Response
Date: 07/02/2025
Thank you for the opportunity to respond. Due to the circumstances of the customers previous rental and amounts owed, we can take no further action at this time to resolve this matter.
Initial Complaint
Date:07/02/2025
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 never received a response. I am traveling to ********* tomorrow. I am requesting a complimentary free rental during my 5 day stay, due to the negligence of your employees failing to respond to me reply.******* ****** <**********************************************>Date: Thu, Jan 2, 2025, 5:45PMSubject: Re: RENTAL CAR FOLLOW UP RA *********To: ******, ***** *********************Cc: ****, Bartimaeus T *************************** ******, Que'Erra <***************************************************>Good Day,I am taking you up on your offer of a complimentary upgrade. I am booking a reservation for *** the week of March 24. I would like another Jeep Wrangler, but not at $646.77. Do you have any discount code or how do I pick something else to have the Jeep Wrangler as my complimentary upgrade?******* ****** On Fri, Nov 1, 2024, 11:28PM ******, ***** ********************* wrote:Good evening,My name is ***** with Enterprise at the *****************************************************************. I was notified that you may have experienced some issues with our vehicle regarding its overall cleanliness. We would like to make this right for you and to provide you with a complimentary upgrade on your next rental. As we are dedicated toproviding the best customer service possible, I wanted to follow up to make sure that there was not anything else that we could have done better for you. If for whatever reason this is not the case, or if you want to provide some feedback, please REPLY ALL here and my team and I would be happy to assist. Thank you for choosing Enterprise!Image ***** TaylorStation ManagerAtlanta-************ ******************* ************************ Global Gateway *****************************************************************************************************
Business Response
Date: 07/12/2025
Thank you for the opportunity to respond. Management contacted the customer and will be processing a refund to resolve.
Initial Complaint
Date:07/01/2025
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.
The complaint I'm filing is regarding my placement on the "do not rent list" for a previous rental in 2023. Recently when discovered that I was placed on this listed i called for two years once every month attempting to get in contact with someone to help me with this issue. I was told there was a previous owed balance of $393 from a previous rental i tried to pay the amount over the phone with customer service but they were not able to accept my payment due to the manager requesting that payment must get her approval first. And then when I paid it i would be removed off the list but I must get authorization from the manager of the chino hills enterprise location. Years later when the manager finally called me after months of putting in request for a call back she left me a voicemail stating that even if I paid the previous owed balance of $393 she would not remove me off the list because she simply does not want to. Which is not what informed about at the other entries locations who told me I was would just need to pay the out standing balance.
Business Response
Date: 07/15/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
Initial Complaint
Date:07/01/2025
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 been renting from enterprise rent a car for two years plus and I have had a great experience in which the location I been renting from.I started renting again due to issues with my personal ****** the beginning of June I believe June 12th I was at. A rate of ***** a day plus tax for midsize car which was a ***** civic then I rented again and had a hyuandi Elentra and a jeep I been at a rate of ***** a day this is unexceptable.I rented last year June 13th and had an **** and I was at ***** a day each day the rates change in which there going higher and higher I have rented high end cars at the rate of ***** a day mustangs catalics and now ***** Civics and hyuandi elentras are ***** a day Im sorry but theres some kinda issue going on I say this because when the store just ran my debit card on 6/30/25 at 9am it pulled from my account ****** but there system was saying there was a full amount that was due.Theres major system problems in which was stated by ***** the store manager.that store location is wonderful no issues there but Im an unsatisfied customer due to the potential price gouging on rentals doesnt seem right.And Im seeking a resolution asap.
Customer Answer
Date: 07/02/2025
Im very confused as to what you are asking me.its very simple to follow I rented from enterprise with now a ***** in rental rates.That dont seem understandable being I have rented from this company for 2 years plus the rates seem to change every few minutes as the screen is refreshed just doesnt seam like something that is normally done.and there system was working with maul functions thats raising a concern.
Customer Answer
Date: 07/03/2025
My Enterprise Plus member number is HSC435S. The confirmation number is ********** on June 29, 2025. Another one from June 23, 2025 is ********** at a rate of $71.98 a midsized SUV. They have been giving me Hyundais and ***** Civics.
Business Response
Date: 07/15/2025
Thank you for the opportunity to respond. Management spoke with the customer and addressed their concerns with rental pricing, payments,and loyalty benefits.
Initial Complaint
Date:07/01/2025
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 reserved a vehicle thru Enterprise. They assured me the vehicle was available. When I went to pick it up, they said they had no vehicles available. The lot was full, and they told another lady, who'd been reserved by her insurance company, the same thing. She was in a cast and I'm a disabled veteran. I told him I was now stuck at Enterprise without a ride home. Oh well. 3 employees, at least 10 cars and they treated us like we were intruding. He actually said it was our fault, although we both had different reservations. I had to wait in 94 for an hour and a half for a taxi. I'm furious. Close this store. It's not only useless, it's harmful.
Customer Answer
Date: 07/02/2025
I wasn't given a reservation#. But the *** at Enterprise pulled up the reservation in my name.
Business Response
Date: 07/10/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and resolved the matter.
Customer Answer
Date: 07/11/2025
Complaint: 23545597

I have reviewed the business' response and am rejecting it because:
WE NEVER AGREED TO ANYTHING! They asked me what they could do. I told them. They never responded back. Enterprise is still making reservations for a store that has no rental cars.

Sincerely,

******* *******
Business Response
Date: 07/12/2025
Thank you for the opportunity to respond. Management spoke with the customer and addressed their concerns to resolve.
Initial Complaint
Date:07/01/2025
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.
03/19/2025 Rented a car for 1 month. Was told charge would be $770 plus tax with corporate code. Called on 03/18 to confirm this would be the charge. Confirmed I would be charged the $770 plus taxes. On 03/19/2025 I got charged ******* then again on 03/21/25 for $163.56. Receipt shows $770 monthly rate but then a total of $1300.31. When I called customer service they said I was wrongly charged $15 a day for additional driver charge which I shouldn't have because the rate with corporate code shows 0$ a day for additional drivers. The *** on the phone assured me I would be refunded and would be contacted again within 30 days. This was around 03/25/25, Called again at the end of April due to no contact from Enterprise. They again assured me they would call within 30 days to fix this issue. Been over 3 months no response back. Tried to dispute with credit card company and enterprise showed a fake receipt showing charges that do not exist on the receipt that I received. Owed over 500$ plus interest for nearly 4 months holding onto funds that do not belong to them.
Business Response
Date: 07/17/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and issued a refund check.
Customer Answer
Date: 07/18/2025
Better Business Bureau:

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

Sincerely,

***** *****
Initial Complaint
Date:07/01/2025
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.
Date: July 1, 2025 To Whom It May Concern,I am writing to express my frustration and disappointment regarding the experience my husband and I have had with Enterprise Rent-A-Car following a recent car accident.After the accident, his insurance company filed a claim and arranged for a rental car through Enterprise while we searched for a new vehicle. However, despite this arrangement, my husband was not allowed to rent a car. He was told his Apple credit card could not be used because it isnt a real card and isnt linked to a bankwhich is inaccurate, as the Apple Card is issued by *************************, a legitimate banking institution.Additionally, no one explained to him that he could have used his debit card instead. Because of this lack of communication and support, weve been forced to rely on **** for over a weekincurring unexpected expenses and dealing with significant inconvenience.When I tried to speak with a manager, I was told by customer service that there was no way to contact one. A previous representative had been assisting us by attempting to transfer our rental to an airport location and planned to speak with the manager there. Unfortunately, that call was abruptly disconnected, and a new representative came on the line. This person was extremely rude to both me and my husband, dismissive of our situation, and unwilling to offer any help. He repeated that no manager was available and showed no concern that we have been without transportation for over a week.This entire experience has been unprofessional, frustrating, and unacceptableespecially considering how essential transportation is in *****. We are simply trying to get back on the road and move forward after a stressful ******** the very least, we expect an apology and a practical resolutionsuch as assistance securing a rental vehicle or compensation for the time and cost weve incurred due to this mishandling.
Business Response
Date: 07/17/2025
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.
Business Response
Date: 07/18/2025
Thank you for the opportunity to respond. Management has reached to the customer via email but have been unsuccessful in establishing contact. They intend to speak with the customer directly.

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