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:01/29/2025
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.
Awful ghetto experience and HOPHOBIC, this location is classist, I heard two employees talking about how they were going to take better care of another customer because she's the governor's daughter.I had accidentally left my personal bag with my wallet and sensitive information in the waiting area, I called to let them know. They said they found it, I came back and it was right where it was on the waiting room chairs an entire hour later. No courtesy no care whats so ever.I also experienced severe homophobia from one of the customer service who called me a f*ggot on the phone.I ended up returning the rental to a DIFFERENT location because I just couldn't be bothered with the people at this one. I am beyond disappointed and mortified with my experience. I hope nobody else has to go through what I went through. The cherry on top was them charging me an extra 300$ out of no where when I had already paid with money orders. Spanish is my first language and I did NOT understand and nothing was made clear to me. Filing a formal complaint with the bbb and upper ************** FROM THIS LOCATION!!!!
Business Response
Date: 01/31/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
Initial Complaint
Date:01/29/2025
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.
Would not rent a car to me. This was just after Christmas 2024.Falsely accused of fraud.Placed on "Do not rent" list.I have tried to call the number I was given and talk to resolve the issue, but I have not had any response. Representatives keep telling me they will "escalate" it and I should receive a call "soon."
Business Response
Date: 01/30/2025
Thank you for the opportunity to respond. Management has reinstated the customers rental privileges.
Customer Answer
Date: 01/30/2025
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: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 was in an accident and the insurance of the guilty party provided a rental car for me through the Enterprise location on **********. I was told I only had the option of a ******* car and I said I am uncomfortable accepting that vehicle due to the theft. The employee refused to switch cars claiming ******** are no longer stealable and told me I could either wait outside of the lot gates in a dangerous neighborhood for an **** and be without a car for a minimum of 2 weeks. I am a woman who lives in **************. This put me at risk so I eventually had no option but to accept the car. The car should never have been rented as it was in poor condition to begin with, there was a massive hole in the floor. I parked it directly in front of my house on a well lit street with the camera pointing directly at the vehicle and one night I heard a noise and it turns out 2 men tried to steal my rental car. I was able to stop the theft but they had ripped out the steering wheel column and jammed the ignition. The police told me and my husband that no one should drive or attempt to drive the vehicle. I called the rental car office the next day and the employee who had put me at risk answered the phone and started berating me. I was then told I was not at fault but the only way I could receive another car would be by driving the vehicle to the lot. 1) this was impossible 2) this would be highly unsafe. It took 2 Enterprise tow trucks to finally get my car, the first tow truck driver refused to take the car because he didnt like when women parallel parked. Parallel parking is the only option on my street. My insurance company refused to take claim for this and I was told by no less than 5 Enterprise employees that I am not at fault. I am now being charged for the repairs of a car that should not have been rented in the first place and loss of a day. I refuse to pay this bill and would like it cleared. Enterprise put my life at risk and is renting defective cars.
Business Response
Date: 01/30/2025
Thank you for the opportunity to respond. Notwithstanding the foregoing contractual obligations, management has decided to close this file as a matter of customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.
Initial Complaint
Date:01/29/2025
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.
The enterprise at ***************************************** has no car but keep booking reservations.
Business Response
Date: 02/14/2025
Thank you for the opportunity to respond. Management reached to the customer but left a voicemail as contact was not established. Management also sent an email as they intend to speak with the customer directly.
Customer Answer
Date: 02/14/2025
Better Business Bureau:

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

Sincerely,

******* *******
Initial Complaint
Date:01/28/2025
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.
My complaint is about the racist, ignorant treatment that I received from a Enterprise employee. I called to request a pickup to get a rental car, he told me that they had suspended pickups because a employee was injured during a pickup, which sounded ridiculous. I called the next day and explained to him that I did not live in the city, that I lived in the same area where this Enterprise office is located, he said that he was short handed at the moment, but someone would arrive to pick me up at 4:00pm, no one arrived at 4:00, I called back, I was placed on hold, no one would answer the call, when I continued to hold, the phone call was disconnected, I called back several times and he continued to do the same thing. I've used this car rental company many times over the years, in past years Enterprise was staffed with pleasant professionals, this employee is rude, very ignorant and a racist, I intend to notify the authorities in my area that make the decisions on which businesses are allowed to do business in this area.
Business Response
Date: 02/07/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and resolved the matter.
Initial Complaint
Date:01/28/2025
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.
Transaction date: 2024-10-29 Paid: $1,427 Enterprise Rental Car Incorrect translation amount Enterprise never called me to try to solve the problem. See the documents attached for more details. I have also a dispute opened with my credit card
Business Response
Date: 01/30/2025
Thank you for the opportunity to respond. Management spoke with the customer and agreed to process a refund to resolve.
Customer Answer
Date: 02/09/2025
The company contacted me and they solved the problem. Thank you!
Initial Complaint
Date:01/28/2025
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.
1/27/25 im surprised called and stated that they have an unpaid balance that needs to be paid and for us to obtain another rental card. And backtrack all my documents from the bank when payments were submitted and processed, I put enterprise and my finance institution on a three-way call, which then led to heated disagreement each party blaming each other Enterprise, then hangs up. Call enterprise back they stated that they were going to try to process one of the payments and kick back the second payment and then I wouldgo in and pay the other payment in person many times I was told I would get a call back, with leaving me never getting acallback and having to call them back. On January 28, 2025 I called enterprise at 9 AM asking what should we do now as well as calling my banking institution so both parties blame each other some miraculously I am out of money that enterprise supposedly is in possession of and enterprise has not gotten my money and now no one knows where money is. I just want this matter resolved. I do not want this $2500 bill hanging over my head nor do I wanna be out of that amount of money. Enterprise stated that accounts payable needed to get involved and they were waiting for an answer back, Ive been waiting hours with no response back this. Every time I call, they tell me theyre gonna call me back and nobody ever calls me back. I have to call them back and then Iget no answer or help.
Business Response
Date: 02/03/2025
Thank you for the opportunity to respond. Management is working with the customer to collect payments due.
Initial Complaint
Date:01/28/2025
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.
Dear Better Business Bureau,I am escalating my formal complaint against Enterprise Rent-A-Car (****************************************) due to their failure to respond for nearly 20 days. They are avoiding my concerns, leaving me no choice but to seek further action.Issues:1.Extended Wait Time On December 23, 2024, I waited over two hours for my rental despite having a confirmed reservation.2.Unjustified Charges I was wrongfully charged $65 for an extra day, despite returning the vehicle on time, fully refueled, and dropping the keys in the after-hours box. I have receipts and photos proving this. Additionally, I rented another car from a different rental company ***** on the same day, proving I could not have had both cars.3.Excessive & Undisclosed Deposit I was charged a $350 deposit, and did not disclose upfront when booking. ************************* Issues I was required to provide my insurance policy number, which I have never been asked for in 30+ years of renting from Enterprise. The manager refused to give a pre-damage report, leaving me unprotected against false claims.5.Unprofessional Behavior The manager accused me of having an attitude when I questioned charges. The staff were dismissive and intimidating.6.Lack of Communication I extended my reservation by two days but never received confirmation.Resolution Requested:Refund the $65 overcharge and any gas fees.Enterprise should have explained the $350 deposit, before the rental Issue a written apology for the poor treatment.. A credit and refund of something extra for my inconvenience during Christmas and New Year's. Enterprise has ignored my concerns, and I need the BBBs assistance in holding them ************** reservation number was ****************.****** ***** **********
Business Response
Date: 02/11/2025
Thank you for the opportunity to respond. Management processed a refund of two days to resolve.
Customer Answer
Date: 02/16/2025
Subject: Update on Enterprise Rent-A-Car Complaint

Dear [BBB Representative],

I wanted to provide an update regarding my complaint against Enterprise Rent-A-Car. They did not refund all my money, but they did give me two free rental days for my inconvenience, and that is good enough. However, I am still missing the $20.45 they charged me for gas.

I would appreciate a refund for the gas fee, but I am thankful that an acting manager from another store reached out to me. Thank God they heard my concerns!

Customer Answer
Date: 02/16/2025
Subject: Update on Enterprise Rent-A-Car Complaint

Dear [BBB Representative],

I wanted to provide an update regarding my complaint against Enterprise Rent-A-Car. They did not refund all my money, but they did give me two free rental days for my inconvenience, and that is good enough. However, I am still missing the $20.45 they charged me for gas.

I would appreciate a refund for the gas fee, but I am thankful that an acting manager from another store reached out to me. Thank God they heard my concerns!
Business Response
Date: 02/20/2025
Thank you for the opportunity to respond. Management will be executing this refund and notifying the customer.
Initial Complaint
Date:01/28/2025
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.
I made a reservation with Enterprise on 27th January online at the ************************************* branch. My confirmation number was **********. I arrived via ***** at the agreed time for the rental and upon showing my reservation I was told I would need first , proof of flights. I have just arrived the ** on a work ***** so don't have any return flight information as I notified the server. He then asked for 2 forms of proof of address. I have previously successfully rented from this exact location only 3 weeks prior and was not asked for any proof of address. I have also used enterprise multiple times prior and never been refused before based on any lack of proof of address. I reviewed my reservation confirmation and read through the Renter's requirements policy within the email. It clearly states that 2 forms of proof of address will only be required when using a debit card, which I wasn't as I was attempting to pay via credit card. This , along with the lack of consistency of rental policies has led me to file a complaint, as this appears to be a breach of the stated renters agreement.I took two seperate *****, one to the location, one back home, and then a third in order to get to my required final destination at a cost totalling $100.I lost time and money by being refused.
Business Response
Date: 02/03/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and offered compensation to resolve.
Customer Answer
Date: 02/04/2025
Better Business Bureau:

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

Sincerely,

******* ***********
Initial Complaint
Date:01/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car at the ******************** location in ***********. I unfortunately left my cell phone in the rental vehicle on 1/6/25. I could see it was left in the car on the Find My iPhone app until it died on 1/10/25. I called the company almost daily when I was on the plane on the 6th. It is 1/27/25, and I still have not received a single call back from the company, branch, or regional manager. I have made probably 20 hours ' worth of effort in attempting to get my phone, then money back, and now money and compensation for the deductible of a new phone back. The amount of disrespect I have experienced by this company is unlike any other I have experienced. From my understanding, the branch did not send a person out to grab my phone from the car and then RENTED it out on 1/10/25. They then had to wait until the car returned to check for it (I get all my info from my numerous calls and the notes written in my account, but there are no calls back to me). All the notes say now is that I am responsible for gathering all my stuff from the vehicle and not the company. At what point does the company hold any responsibility when you can see the phone in the car? And you don't get any respect as a customer?
Business Response
Date: 02/06/2025
Thank you for the opportunity to respond. Management has thoroughly investigated the matter. We were unable to locate the device after verifying and searching all possible locations. However to resolve the matter and ensure customer satisfaction, we have reached a settlement with the customer.
Customer Answer
Date: 02/06/2025
Complaint: 22864430

I have reviewed the business' response and am rejecting it because: although I did receive my money back for the rental, I did also request reimbursement for my phone and case. I think out of good faith and constant disrespect and no calls back for 3 weeks, I think the reimbursement of the rental is warranted. The phone and case should be reimbursed as it was in a vehicle of yours and no efforts were made to retrieve it prior to renting it out.

Sincerely,

Skatina *******

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