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:01/27/2025
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.
Prior to going on vacation to ****** ****, I researched the Enterprise website to determine what type of documentation I would need since I just received a temporary license after recently moving to another state. All information publicly available indicated a passport could be used in conjunction with a temporary license to prove identity and rent the reserved vehicle. However, all personnel working for the Enterprise in *** **** said that they do not rent vehicles without an actual license. I could not rent the vehicle, but my 22 year old son could. This required an extra $20 per day (see attachment). I contacted Enterprise and asked for them to reimburse the extra charged amount and change their websites to indicate that the *** **** location will not accept anything but an actual drivers license (see attached emails). They declined.
Business Response
Date: 02/06/2025
Thank you for the opportunity to respond. Management reached
out to the customer but was unsuccessful in establishing contact. Management processed
a refund and sent an updated invoice via email. This refund will reflect with
the customer’s financial institution in 3-5 business days.
Customer Answer
Date: 02/07/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID 22863761 and am satisfied with this resolution.

Sincerely,

***** *****
Initial Complaint
Date:01/27/2025
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 am writing to report the unacceptable experience I had with Enterprise Rent-A-Car and demand the immediate refund of $1,500 that has been charged to my credit card. Which is a direct result of Caliber Collisions and Enterprises malpractice and misleading practices when handling the return of my rental car. On January 6th, I rented a car through Enterprise while my vehicle was being repaired at Caliber Collision, as recommended by my insurance. When I returned the rental on January 15th to **************** as suggested by Caliber Collision, I was assured that the return process would be handled entirely by them. Despite this, I insisted on inspecting the rental at the time of return, and the car was confirmed to be in good condition when dropped off. Two days later, I was informed by Enterprise that the rental had been returned with damage and that I was being held responsible. This claim is completely baseless, as the vehicle was in perfect condition upon return. Enterprise has charged $1,500 to my credit card for these alleged damages, despite their failure to properly have a procedure led by Caliber Collision to document or verify the condition of the car at the time of drop-off if that is being a common practice between these two companies.When I attempted to resolve this issue, I was met with poor communication and a lack of accountability from both Enterprise and Caliber Collision. Enterprise charged my credit card and insists in pursuing this damage claim through my insurance, despite their role in the mishandling of the rental return process. Their negligence, combined with the misleading information provided, has caused significant financial and emotional distress.Enterprises actions are unacceptable and demonstrate a failure in customer service and ethical practices. I demand the immediate refund of the $1,500 charge and urge your bureau to investigate Enterprises malpractice to ensure no other customer is subjected to such unfair treatment.
Customer Answer
Date: 01/27/2025
Rental agreement 6VX62X
Customer Answer
Date: 01/28/2025
On 01/27/25 Enterprise called me stating that they decided to release me of responsibility, not pursuing after my insurance and refund me the money.
Though, if BBB wants to go over the imperative to stick to their policies and not allowing Caliber Collision to receive any rental drop off without proper close out, it would be helpful to future customers.
Business Response
Date: 01/29/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:01/27/2025
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.
See the attached word document.
Customer Answer
Date: 01/28/2025
Here is the rental confirmation: WTHYB6
Business Response
Date: 01/29/2025
Thank you for the opportunity to respond. Management spoke with the customer, offered compensation, organized retrieval of the rental vehicle, and followed up with the involved internal parties.
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:01/27/2025
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.
We had previously arranged a rental SUV to hold our family of 6 with Enterprise Rental Car at the *************. We even checked-in to our rental as of the morning of our flight, 12/27/24. The instructions were to bypass the Enterprise check in desks and go directly to the garage where we could just pick up our SUV and leave. We landed at the airport and went to the rental car area, due to confusion on how to get to the garage, we stopped by the Enterprise rental desk where we found out that there were no vehicles available including the one we already checked-in for and previously provided all financial/insurance based information. One of the customer service people, *****, advised us that Enterprise will pay for us to use ********** to get around until our rental was available on Sunday. I advised to ***** that we were traveling a distance from ***** to ******** and these taxis would be quite expensive. She assured me that Enterprise would cover any and all ************** fees that we needed until we were given the rental we were promised. She provided me an email to send my receipts. I emailed the Tampa Enterprise the next day for confirmation and they confirmed that was true. They also told me that they might not have the rental on Sunday and we might need to use taxis for longer. I spent half a day calling around to other local (********) car rentals trying to secure a new vehicle as we have a large family and were dependent on a vehicle. I found another Enterprise location in ******** that had a vehicle that could fit our family of 6, but it ended up being almost double what we were scheduled to pay. We had to pay *****/***** and delivery services to provide us food delivery, to get us to/from locations etc. I submitted all of my receipts as advised by the end of our trip 1/3/25. I was told I would receive my refund as a check in the mail within 14 days. As of today, I still have not received reimbursement.
Business Response
Date: 02/11/2025
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: 02/11/2025
Thank you for the opportunity to respond. Management issued a refund check on 1/20/2025.
Customer Answer
Date: 02/12/2025
Complaint: 22862085

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

Management sent a check for $160.08 that just arrived this week, which doesn't even cover the cost of the Taxi from the Airport to our Florida Rental in ******** ($203.51). We accrued more than $340.43 in fees associated with Lyft and **** while frantically calling local Enterprises to try to arrange new accommodations. This cost us a day of our vacation as well in trying to locate a new vehicle, arranging a ride to pick up and then commuting back. This was a day that I spent away from my family on vacation to try to make sure we could still do the activities we had previously aligned.
We also had to pay $1,143.23 for a new rental as opposed to our original price of $878.33. This was for a rental with the space for our family of 6, we had to change to a van through enterprise as no large SUV was available. This should not be a cost we incur.
Total reimbursement should have been at least $605.33 to account for the Lyft/**** fees and the difference in prices between what we booked and the new vehicle arranged.

Sincerely,

********* *******
Business Response
Date: 02/18/2025
Thank you for the opportunity to respond. Management has researched the complaint and received approval to issue an additional refund check to resolve the matter. We ask for your patience as we expedite this process.
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.
Hello, I am reaching out in hopes of receiving a response. I have been a loyal customer of ********************** for many years, but over the last year and a half, Ive noticed a significant decline in the overall professionalism and customer service provided by the company. My last three rental experiences have been incredibly frustrating, leading me to consider other rental options. It has become clear that customer service is no longer a priority. Even when I call the customer service line to voice my concerns, it feels like my complaints fall on deaf ears. It seems that no one with the authority to enact change is willing to return a call or address these issues. Thank you for your attention to this matter.
Business Response
Date: 02/05/2025
Thank you for the opportunity to respond. Management had a conversation with the customer, addressed their concerns, and ensured the appropriate parties received the feedback provided.
Customer Answer
Date: 02/12/2025
Complaint: 22861965

I have reviewed the business' response and am rejecting it because:
Hello, I appreciate that someone has reached out to me, but I still feel that the issues I've encountered with Enterprise have not been fully addressed, as I'm continuing to experience problems. Is there someone who can give me a call to discuss this further? I recently visited another location, and I'm uncertain if that branch offers any improvements, which I realize is a different matter. I would prefer not to submit another complaint while I'm already in communication with the company. However, if necessary, we can close this current issue and I can file a new complaint regarding the other location in the same city and state. Please let me know how you would like me to proceed. Thank you.

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.
On 1/24/25, I booked a midsized SUV car with a 10% weekend rate discount with enterprise rent-a-car for pick up after 4:30 on ******************** in *********. The car wasnt available, so I asked for the manager to see if he could work with me, since there were only 2 cars left, a very small one, which didnt fit my special needs, and another higher end car which cost $10 -$15 more per day. The manager was rude and ****, very disrespectful with and had a take or leave it posture. He even made up a new rule, saying theres a 48 hour advance notice rule to secure the car type you schedule. Being a customer for 30+ years, I asked where I could find that 48 hour rule online. Hes says, its not there. Its my rule. Im the manager here. Thats my rule. So, you can either take one of the cars here at regular rates for go somewhere else." I didnt understand his hardliner approach. He tells me, I'm just not sugar coating anything, either take the car at regular rates or go find a car somewhere else. To speak to someone about this new rule, I asked if I could get the name of the area manager. He writes down her info. I thanked him for it, and figured I had to get on the road for my trip. As I pulled my drivers license and credit card out of my wallet, requesting the smaller car, he's says, "So, you still want a car from me, after all that?" Visibly angry over me asking for his managers info, he looks at his staff, and overtly retaliates against me. He's says, "you know what, you're not going to get any car from me today. Matter of fact, you can leave my store. I'm not renting to you. You can leave. Purposely cancelling my trip by refusing service. I also believe he did that to humiliate me in front of his 5 or six staff members. my complain is that this employee misused is authority to not only disrespect me, but also tried to harm and overtly retaliated against me as a customer.
Business Response
Date: 02/14/2025
Thank you for the opportunity to respond. Here is the response from our local management team;
In evaluating Mr. ******** concerns,we have conducted a formal internal review. Our leadership team (including our HR Manager) has reviewed this information and interviewed various employees,including (but not limited to) the Branch and Area Manager specifically named in the file.
This specific incident has been addressed in full by our leadership team. In adherence to company policy, we will not disclose the specific internal actions taken by our leadership with our employees (ex:additional training, disciplinary actions etc.) However, Mr. ******** concerns have been reviewed and directly addressed.
Over the past week, our Area Manager over this store (******* *****) has tried multiple times to contact Mr. ******* to discuss this situation, however, Mr. ******* has not answered his phone, and the voice mailbox is full. If necessary, please feel free to contact her directly with any future questions or concerns regarding this matter (********************************).

Thank you.
Initial Complaint
Date:01/26/2025
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.
On 1/24/25 I rented a vehicle from Enterprise in *****, **********. The car was to be returned on 1/26/25. The reservation was made 1/23/25. This is a small location & only vehicle available (I was grateful) I ended up deciding to drive back home to Oklahoma verses flying back on 1/25/25. The extra fee was $88.65 which was agreed upon. When I picked the vehicle up (2:44pm) on Friday after pulling out of parking lot I noticed it had 92 miles to empty(I took a picture of this) The representative said it was full of gas. The vehicle also smelt like an ashtray. On 1/25/25 really 1/26/25 because it was midnight. I returned the vehicle in *** at *****************************. The vehicle had 102 miles to empty. I was charged an extra fee of ***** so the total was $310.40. The vehicle was not full of gas. I was charged for someone elses gas. They charged it at $4.96 a gallon. Its $2.38 a gallon here, but that is beside the point. I should not of been charged $*****
Customer Answer
Date: 01/27/2025
I was contacted by Enterprise quickly and the matter was resolved. I received a refund for the charge. I appreciate the customer service received.
Business Response
Date: 01/28/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and processed a refund to resolve.
Initial Complaint
Date:01/26/2025
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.
To Whom It May Concern,I rented an **** Q3 from Enterprise on December 9, 2024, under rental agreement #6LYPS1. The vehicle was dropped off at the collision center on December 20, 2024, and returned to Enterprise on the same date at 5:30 PM. I received a rental contract documenting the return date, time, and location, along with the total rental charge. At no point was I contacted by Enterprise regarding any issues with the vehicle.On December 30, 2024, I received a letter from the Damage Recovery Unit regarding alleged damage to the vehicle. The inspection and "date of loss" listed by Enterprise was December 23, 2024three days after the return date specified in my rental agreement. I contacted the Enterprise branch and spoke to ****** *********, who identified himself as the assistant manager. Unfortunately, he was rude, unhelpful, and dismissive.I was able to obtain two pictures from their Damage Recovery Unit, which they claimed were taken during the vehicle inspection. However, these pictures are not time-stamped, do not show the location, and, more importantly, show no visible damage. Additionally, there was no hailstorm or severe weather during my rental period, which can easily be verified by checking the weather history for the area. I also have toll receipts confirming the vehicle's location during that time. I have now received another letter requesting $990 for the repair costs.
Customer Answer
Date: 01/27/2025
To Whom It May Concern, I rented an **** Q3 from Enterprise on January 9, 2024, under rental agreement #6LYPS1. The vehicle was dropped off at the collision center on December 20, 2024, and returned to Enterprise on the same date at 5:30 PM. I received a rental contract documenting the return date, time, and location, along with the total rental charge. At no point was I contacted by Enterprise regarding any issues with the vehicle. On December 30, 2024, I received a letter from the Damage Recovery Unit regarding alleged damage to the vehicle. The inspection and "date of loss" listed by Enterprise was December 23, 2024three days after the return date specified in my rental agreement. I contacted the Enterprise branch and spoke to ****** *********, who identified himself as the assistant manager. Unfortunately, he was rude, unhelpful, and dismissive. I was able to obtain two pictures from Enterprise, which they claimed were taken during the vehicle inspection. However, these pictures are not time-stamped, do not show the location, and, more importantly, show no visible damage. Additionally, there was no hailstorm or severe weather during my rental period, which can easily be verified by checking the weather history for the area. I also have toll receipts confirming the vehicle's location during that time. I have now received another letter requesting $990 for the repair costs. I would greatly appreciate a thorough investigation into this matter to protect consumers from such practices.
Customer Answer
Date: 01/28/2025
I have received pictures from the body shop, where a special light was needed to reveal the dents. Upon reviewing the initial pictures I took at the time of rental pickup, I noticed that some of these dents were already visible on the vehicle.
Customer Answer
Date: 01/28/2025
I have now received pictures from the body shop, where a special light was needed to reveal the dents. Upon reviewing the initial pictures I took at the time of rental pickup, I noticed that some of these dents were already visible on the vehicle. I have provided pictures which are timestamped with date and location. I have also provided additional pictures which are zoomed in.
Business Response
Date: 02/05/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 02/05/2025
Better Business Bureau:

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

Sincerely,

***** *******
Initial Complaint
Date:01/25/2025
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.
On January 8, 2024, I and my group of 10 passengers (including elderly individuals and young children) encountered a major issue when our rented vehicle broke down. The vehicles maximum speed was limited to 5 mph due to a lack of DEF fluid, rendering it undriveable for continued travel. We immediately contacted Enterprise roadside assistance at 9:55 AM, and were told a tow truck and **** would be arranged to transport us to the nearest Enterprise location. However, we were informed that the **** ride would take over 7 hours, and the tow company was unable to assist us outside of ***********************After numerous calls and hours of waiting, Enterprise failed to provide a timely solution, and it was made clear that the initial roadside request had not been processed correctly. As a result, we were forced to stay overnight at the **************, extending our trip by a day and incurring additional costs. A new vehicle did not arrive until 1:25 PM on January 9, 2024, which delayed our trip by an entire day and required us to extend our VRBO rental by one additional night.I am seeking reimbursement for the additional expenses incurred as a direct result of this trip interruption caused by Enterprises failure to provide a properly maintained vehicle and to deliver the necessary support in a timely manner.
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: 02/13/2025
Better Business Bureau:

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

Sincerely,

***** *******
Initial Complaint
Date:01/25/2025
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 went to the ************** location (**************************) she is like i am not rent you a car because you dont want the car i am giving you that i am going to provide a bad review because i requested a bigger car because i have disability person. I was like just give me the car on file and i will figure it out. She said i am not going to book you with us and you need to f****** figure it out. She refuse to help me and left me hang in front in the store without a car even after i agree to the car. I was like move my reservation to a different location, she didnt do anything and walked away and bad mouth me in front customer and employee. It was very bad. If you dont like your job, so give to someone else. I highly recommend avoid the area for business! They are rude and they curse paying customers out. Its nasty, i asked to speak manager, she refused to get me one. I called the office and she screening the calls to refuse to help.
Customer Answer
Date: 01/27/2025
******************************************************************
Customer Answer
Date: 01/27/2025
1/25 - I went to enterprise ************** location, ******************************************. I met, ******, an enterprise employee who said refused to assist in renting a car. She told me I was reserved for a Corolla & I mentioned I have disability person that would not be able to fit into Corolla & asked if she can find my another mid size sedan, ****** sentra, ***** malbi or etc. She refused & I was like fine, just put me in the ****** corolla since I do not have any other options. She said well i am not renting to you since you are going to give a bad review & told me "go f****** figure it out & i aint got time for you". I called the 800 enterprise phone & number every employee apologize for behavior & said she should've helped you out. She not only did not help a paying customer, also a disability family. 800 customer services representative was since enough to reschedule to another location near by & i told them my situation & laughed because they knew exactly who I was talking about without telling them her name. Apparently, it is very common issue with her, it is not okay to continue to employ someone who continues disrespect customers. I called later the store to ask to speak to a supervisor, she hang up 5 times. She finally picked up on the 5th call & says i notice you keep calling & said call when it is not busy becaz I dont have time. It's not appropriate to hire someone who does not want to help & say they dont have time for this when you are getting paid to help customer. I am a paying customer with a disability person with me, why am i begging for services & being treated like trash. She cursed me out in front of customer & employee. The other employee didn't even try to help, instead, "you can just go another enterprise". I want a corporate repres. to contact me ASAP & I would never want to this happen to someone else especially a family who has a disability, I have made it clear during the conversation while she was yelling & being rude to me.
Business Response
Date: 01/27/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a partial refund to resolve.

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