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

4,424 total complaints in the last 3 years.
1,649 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:01/31/2025
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 rented a car from Enterprise in ******, *****. Picked it up on May 22, 2024 and returned it on June 11, 2024. The agent that served me asked if I wanted hail damage. I told him I would like hail damage for the first day of rental as they predicted large hail for that day. When the agent was filling out the documents, he said he gave me two days, I said I just want one day, so he said he changed it to one day. I did not receive any paper work when I picked up the car. He did not discuss the collision damage waiver with me. When I received my rental agreement statement, I was charged $531.07 CDW for the 21 days I rented the car, which was not discussed with me. I have called **************** several times, they were very polite as I explained my problem. Most of the time they said someone from corporate would call me, one time they said they would have the rental office in ****** call me, one time they said they would refund the money to my credit card and send me email when it has been done. No one has called me back and I have received a refund to my credit card for $100, but I am still out $431.07 for something I did not agree to. I am 82 years old, and I have a feeling that based on my age they could take advantage of me, which they did.
Business Response
Date: 02/05/2025
Thank you for the opportunity to respond. Management has reached to the customer but left messages as they were unsuccessful in establishing contact. Management processed a refund for the protection product to resolve.
Customer Answer
Date: 02/09/2025
Better Business Bureau:

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

Sincerely,

****** *****
Initial Complaint
Date:01/31/2025
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.
My car was stolen and my insurance paid for a rental car. When I got the car I asked two different employees if I could ***** dog in the car. ******* and ****** both said if there is damages then I would be liable. But the dog is ok to be in the car. I brought the car back a day later then insurance covered and there was dog hair in the car. Enterprise is charging me close to 500$ for a cleaning when they told me I could take my animal in the car. If they said no then the dog wouldnt have went in the car. I feel as if enterprise is trying to shake me down. Trying to ruin my credit by sending the bill to collections.
Business Response
Date: 02/17/2025
Thank you for the opportunity to respond. Our Area Manager reached to the customer and left a voice message as contact was not established. They intend to speak with the customer directly.
Business Response
Date: 02/18/2025
Thank you for the opportunity to respond. Management has left another voicemail for the customer on 2/18/2025. We urge the customer to reach back out to management as they intend to speak with the customer directly.
Business Response
Date: 02/26/2025
Thank you for the opportunity to respond. Management spoke with the customer and offered a 50% compensation of the cost of the rental vehicles detailing. The customer elected to decline this resolution.
Customer Answer
Date: 02/27/2025
Spoke to manager while on the middle of bronchitis. They asked me to put a blanket down which I did do. I used a navy blue fitted sheet around the seats. I have witnesses that loved with me and above me that travelled in my car during this time.
Initial Complaint
Date:01/30/2025
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 December 16 at 12:48 am I rented the car in the city of ******* GA at the airport and returned it in ****************** on December 16 around 2:30 pm, which is how the agreement and contract stated. I was not late and did nothing abnormal. They charged my credit card for 2 days' rent when I only used it one day, it was returned the same day I called the interprise company several times to resolve the problem but they only tell me to wait for them to call me with updates on the case, I have not received any call and they say that I returned the car in a different city that is why it is the charge for two days but They registered it until the next day. That's not my fault. I'm trying to get the extra charge refunded to my card. I have been trying to resolve this for over a month with no updates. Thank you very much in advance, I hope you can help me with this situation.
Business Response
Date: 01/31/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund for the additional day.
Initial Complaint
Date:01/30/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a vehicle through *********** for the amount of $245 paid in full prior to rental.I left my credit card with the rental company for the security deposit. I returned the car on time, with no tickets or penalties, and was informed that everything was taken care of and I was free to go. I came back to ******* a month later, and three times the initial agreement amount was charged to my credit ********** ****** CAD (Subject to audit) Amount charged on June 10, 2024, to ********** (5237) above and beyond the initial agreement of $245 I wrote a letter to the company numerous times, to different departments requesting reimbursement of the overcharged amount.Instead, they are now blackmailing me requesting an additional $447.24 as outstanding charges.Please help, I am law obedient citizen and don't want my credit history to be ruined by unethical and unprofessional vendors. I made over 10 attempts to call the company, but NO department is aware of who is taking care of those requests for payment of the outstanding balance which in reality should be the amount they overcharged me initially.Thank you
Business Response
Date: 02/03/2025
Thank you for the opportunity to respond. Management contacted the customer. The customer has agreed to pay the amount due for the damage waiver and applicable taxes.
Initial Complaint
Date:01/30/2025
Type:Customer Service 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.
Enterprise did the following incorrectly:gave the wrong location for the closest rental, gave the wrong vehicle at the time of rental, did not answer their phones even once during regular hours for over a week while we tried to correct the matter, even the main Enterprise **************** could not verify that the location was open, did not respond to any "escalation" by the main **************** to resolve the issue - it was escalated to the Area Manager 4 times.
Customer Answer
Date: 01/30/2025
They said the manager was never told about it. They are mailing the machine back.
Initial Complaint
Date:01/30/2025
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.
from 06/08/2024 to 07/06/2024 enterprise charged DW ***** daily during 60 days my insurance provided a rental. I did not authorized this charges and I spoke to the service *** at the enterprise rental location. I was under the impression this charges were discussed and already adjusted prior to returning the vehicle to the collision center (Diamond Collision). I spoke to Enterprise via email on 01/06/2025 to find out if this was in regards to my insurance (****), and they explained they were not able to reach them. I called my insurance to have a better understanding of what this charges we in regards to and they explained they were not aware and all charges were paid for directly. I would like enterprise to remove this charges and readjust. thank you
Business Response
Date: 02/05/2025
Thank you for the opportunity to respond. Management has processed a refund for the protection product.
Initial Complaint
Date:01/30/2025
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 rented a 2023 Dodge Charger from Enterprise in ******** while my personal vehicle was in the shop for warranty work. On November 30, 2024, I returned the rental car, took photos from all angles, and recorded a video of myself dropping off the key in the drop box. On December 2, 2024, I called Enterprise to confirm they received the key and that everything was fine, which they confirmed.On January 29, 2025two months laterI received a call from State Farm regarding a claim filed by Enterprise for alleged damage to the vehicle. The representative couldnt provide details, so I contacted Enterprise directly. I was informed that there was a puncture hole on the passenger-side door, but the branch manager had already closed out the rental agreement and noted that everything was fine when I returned the car.After being placed on hold for 30 minutes, I called back and spoke with the manager, who claimed he remembered the car and said the damage was found during a detailed inspection due to the cars high mileage before it was sold. He was supposed to send me the *** claim number but never did.I then contacted Enterprises claims adjuster and provided my photos for review. State Farm also followed up, and the actual adjuster confirmed that the car was never damaged. I have Ring camera footage proving the vehicle was undamaged when I dropped it off. Enterprise should also have security footage confirming the same.This claim is false and completely unacceptable. The alleged damage date on the claim is December 2, 2024, but I returned the vehicle on November 30, 2024. I refuse to be held responsible for damage that did not occur while the car was in my possession.This experience has been incredibly frustrating, and I will never do business with Enterprise again. I expect this matter to be resolved immediately and for Enterprise to retract their fraudulent claim.
Customer Answer
Date: 01/31/2025
Enterprise has closed out claim due to evidence being presented to them on proof it wasnt my fault. The case number was 21900542
Business Response
Date: 02/03/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 02/03/2025
Better Business Bureau:

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

Sincerely,

********** ********
Initial Complaint
Date:01/30/2025
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.
While my vehicle was being serviced on Dec 26, 2024 at the ***** of ***********, I was given a rental car to use from enterprise rent a car. According to the contract, which I still have, all payments for the rental were supposed to charged to the ***** dealership. Instead, they have charged my card. I called enterprise and explained the situation and they promised me a refund and have not given back my money. I'm constantly calling the dealership service center who tells me they talked with enterprise, but I have yet to get my refund. I was charged $84.95 and $373.88 on Jan 15 2025
Business Response
Date: 01/30/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund.
Customer Answer
Date: 01/31/2025
Better Business Bureau:

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

Sincerely,

******* ********
Initial Complaint
Date:01/29/2025
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 writing to file a formal complaint regarding unauthorized insurance charges on a recent rental. I rented a vehicle due to a no-fault injury, with my insurance covering the rental costs. Prior to picking up the vehicle at Enterprise on ************************************************************** I confirmed with my insurance provider that I was covered under my existing policy for rentals, making additional coverage for the rental unnecessary.Upon arrival at the branch, I explicitly informed the agent that I did not want any additional insurance coverage. I was then asked to provide a deposit of $251.98, which I understood would be returned upon the vehicle's safe return. However, despite my clear verbal declination of extra insurance, the agent added and charged me for this coverage.When I contacted your company to address this discrepancy, I was informed that the coverage was optional and that I had signed for it. This is inaccurate and misleading. The lease agreement was presented on a small, approximately two-inch screen, and the formatting of the document made it unclear that I was being charged for insurance. While the agreement states "additional coverage waived" in one section, it appears I was charged for it elsewhere without my explicit consent or understanding. The presentation of the agreement was confusing and led to a misrepresentation of the charges.I have attempted to contact the branch manager and was not offered any resolution and was told there is nothing they can do.
Customer Answer
Date: 01/30/2025
The way this is formatted had me believe i was waving additional coverage. this form was presented on a small screen i did not have the full document to view clearly until after i signed it . It was not clear to me i need to waive 2 different kinds of additional coverage. again I had no need to purchase any additional coverage because i am covered with my **** insurance in any rental
Business Response
Date: 02/03/2025
Thank you for the opportunity to respond to the complaint. Management has reached to the customer but has been unsuccessful in establishing contact. Management left a voicemail as they intend to resolve the billing concern with them.
Customer Answer
Date: 02/04/2025
I have contacted the buisness on 02/04/2025 the person who left the message was not in the office when i called i will call again on 02/05/2025
Customer Answer
Date: 02/07/2025
Enterprise has called me and left a message however when i call back the *** is unavailable and i am told they will call me back . it has been about two days and seems to be hard to connect .I would also like to provide a second number they can call ************ this number is also available for text messages and available all day after 10am on weekends. They can also just process the refund as i provided a copy of the least agreement which has the necessary information.

Customer Answer
Date: 02/12/2025
Better Business Bureau:

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

Sincerely,

Baaquel ******
Initial Complaint
Date:01/29/2025
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 Jan. 7 of this year my husband used our card to secure a rental car for my son for a trip because he did not have a card to use. The car was returned on the 13 of January and at that time he paid to amount due to the company from his bank. We were told that the hold on our account of 847 dollars would be returned in 3- 5 days. It has now been two weeks and numerous calls and I still do not have the money put back iny account. My bank has told me that the merchant has a hold on it until February 7. The company is telling me that they will look into it and get back to me but I haven't had a call back. At this point I have bills due that I can't pay due to this. They have now been paid twice. I just want someone to help me or call me back.
Business Response
Date: 02/07/2025
Thank you for the opportunity to respond. Management spoke with the customers spouse and confirmed the funds are now reflecting with their financial institution.

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