Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

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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

4,425 total complaints in the last 3 years.
1,651 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/24/2025
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 January ******* I went into the ************** branch to pick up a rental vehicle from Enterprise car rental . When leaving a B/ F employee with Magenta hair took my credit card while in the exit booth and tried to run my card a second time. I told her I had paid inside and not to run my card.I asked her to please call her supervisor, she refused and continued to try to run my card. I told her to give me my card immediately. She then yelled at the top of her voice, here she then slammed the card in a stabbing motion in my hand causing pain. It was an assault by unwanted touch causing pain. I told her to get her manager immediately she refused. I then exited the veh to get the manager who came out and did nothing. She got belligerent with him yell at him and telling him Im taking a break. I emailed the branch manager ******* who was too busy to call back and asked a lower manager ****** to call. He called back and did nothing. I have yet to hear from the Area manager ***** ******* that we have been told from several people that she has been sent the information. We have yet to be contacted by anyone who has done or cared to do anything. The whole experience has been quite disappointing for a family that for over 20 yrs has only patroned enterprises for our car rental needs. We have video proof of the belligerent employees behavior.
Business Response
Date: 02/06/2025
Thank you for the opportunity to respond. Management has spoken with the customer regarding their concerns in 2/3/2025. Management has not yet received the requested correspondence and would like to discuss this event further with the customer to ensure an agreeable resolution is obtained.
Initial Complaint
Date:01/24/2025
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 have a rental thru enterprise and they keep charging my card without letting me know. No receipts nothing. I had the coverage on the car but had it removed because I was given the WRONG INFO BY A REP. ********************** also charged my card twice for tolls on a rental I had in Dec. This should be a law for enterprise to charge my card without my knowledge and especially without receipts
Customer Answer
Date: 01/30/2025
I have two different rental agreement numbers
Current agreement 6VPRB4
Nov rental 658KWJ
Business Response
Date: 02/17/2025
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.
Customer Answer
Date: 02/18/2025
Complaint: 22854795

I have reviewed the business' response and am rejecting it because: I have not heard anything from enterprise about any of my complaints. Nothing has been resolved. No one has reached out to me

Sincerely,

******* ****
Business Response
Date: 02/24/2025
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. We thank you for your patience as we work to get this matter resolved.
Customer Answer
Date: 02/28/2025
Complaint: 22854795

I have reviewed the business' response and am rejecting it because:
No one from Enterprise has reached out to me. I have had the phone number and email address for over 20yrs. I don't have any phone calls or voice messages. No emails nothing from Enterprise. So how can I resolve anything from Enterprise when I have not heard from Enterprise. Who called me when? My phone has voicemail so if I don't answer the voicemail will pick up. Where is a email that someone reached out. That's in writing. Enterprise is lying and NO ONE HAS REACHED OUT TO RESOLVE THE ISSUES AT THE ENTERPRISE IN ************************;

Sincerely,

******* ****
Business Response
Date: 03/26/2025
Thank you for the opportunity to respond. Management contacted the customer and processed a refund for the toll charges to resolve.
Initial Complaint
Date:01/24/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My car was hit in a parking lot on Sept 22, 2024 while park, and was found not at fault of the accident since i was stationary. I went through the person that hit me ******************************* and they told me i have a appointment oct 7th of the same year at #1 ******* in ***********. Went i went to the appointment but Erie hasn't made the appointment and I had to make the appointment for Nov 4. November 4 i was a promised a rental while my car was being worked on and was only charge for the security deposit (50). The car was estimated to be finished within a week, and if not the charges will be going through the insurance. After a week enterprise took ***** out my account, next week was *****, followed after that was *****, and last week was *****. They refunded *****, but not the remaining 200 that was supposed to go through ****. I contacted enterprise and was told they cant do anything and to call ************** **** I emailed and called but said they couldn't do anything either.
Customer Answer
Date: 02/03/2025
This is the agreement where it says ****** deposit taken from my account.
Business Response
Date: 02/07/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund 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:01/24/2025
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: ************************************************ I rented a vehicle from them when I had an ****************** Bureau paid them$40 a day, I bought their insurance and they charged me $190.04. When I turned it in, I got a bill on my credit card because *********** paid $720.00 and I paid $190.04. They sent me another bill for $870.25. I want a refund to my ****** credit card.
Business Response
Date: 01/29/2025
Thank you for the opportunity to respond to the complaint. Management has reached to the customer but has been unsuccessful in establishing contact. They intend to speak with the customer directly.
Customer Answer
Date: 03/12/2025
I have not gotten any contact from them, this is true. However, I have been trying to contact them multiple times and they either say the manager isn't in or they do not pick up at all. The manager has wanted to speak to me face to face, and I have gone up there a few times to try to speak to her, but every time I have she was not there. The number attached in my complaint is still accurate if you wish to call me. My cell phone is ************** if you want to reach me there as well.
Business Response
Date: 03/14/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Initial Complaint
Date:01/24/2025
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.
on 1/22/25 I made a reservation for pick up at 2pm. The ynever showed. I was at work. I spent the next 2 hours trying to get ahold of someone. Finally Someone at the reservation center told me how to contact the branch. I spoke to the branch at 105th *******. They said the ****************** did not put in my phone number or used a very old one. They tried to call me. I got in touch and said that's ok can you please send someone I have a funeral. He said due to the reservation center mistake they now don't have any cars left. I then had to leave work early to get to an enterpise by the time they closed to get a car. I had to leave 2 hours costing me $60 due to Enterprise mistake. I got the car at the new location and they charged me there. At the Celebration of life before the memorial I was expected to pay for lunch. My CC was declined. Sometime after the fact Enterprise came in and without authorization took an additional $100 out of my bank account. I am now STUCK at a funeral with no money. I called and spoke to manager. The manager was aggressive, threatened to charge me more money, laughed at the situation I was in. I told her it was not funny. I called back and asked to speak to another manager and after speaking for 20 minutes that manager hung up on me. I called a third time and made them escalate it to a specialist that was above the managers. He heard me out and offered to compensate me for the $100 unauthorized charge because I was stuck. He said someone would call me very soon. It has been over an hour no one called. I am stuck out of town at a funeral/memorial with no money to get back. In all my years renting from enterpise this is the worst experience I have ever had. I will NEVER rent their. The Escalation manager never compensated me the $100 like he said. I have now been laughed at, lied to, money taken from, screwed up reservation, threatened to be charged more, embarrassed from card declined at memorial lunch. Lost $60 in income.stuckat funeral
Customer Answer
Date: 01/31/2025
I have reached out directly to the local branch shortly AFTER making this complaint and the Branch at **********************************************************************************, Took ownership of the *********** manager issues. I still expect a call back from Enterprise ************ I want to make sure that it is VERY WELL KNOWN THAT none of these issues we're caused by any local Enterprise branch. This compliant was based SOLELY on the dismal actions of your call center. Because of the CALL CENTER and the Managers on the CALL center Phone line. That Enterprise had to pay for my Rental due to your call center and its lack of responsiveness and laughing at my situation, threatening me, and being aggressive.

I still want the phone recording pulled from the female manager at the call center, she should be disciplined.

The local Enterprise corrected this behavior from my perspective. You can thank the local branch for resolving this. Enterprise reservation *********** is an Abject failure and will never use it again.
Business Response
Date: 02/07/2025
Thank you for the opportunity to respond. Management has reached to the customer,addressed their concerns, and received the customers feedback. Additionally, the customer received a refund at the branch level upon return of the vehicle.
Customer Answer
Date: 02/10/2025
Better Business Bureau:

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

Sincerely,

****** ******
Initial Complaint
Date:01/23/2025
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 placed reservation for enterprise, read the agreement and it said a debit card works fine. Was picked up, before I could enter the car, the guy takes my card and says because it doesn't have a chip, he cannot process the payment. Their tablets only process chips and swiping cards does not exist for their business apparently. I was told come back when you get a card with a chip, and I had to walk home 2 miles.
Business Response
Date: 01/25/2025
Thank you for the opportunity to respond. Management shared the customer was able to obtain a rental vehicle with the use of an available method of payment.
Initial Complaint
Date:01/23/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since the first day I had issues with them first they lied and told me I need to pay an extra $22 a day for insurance coverage knowing that working with my insurance company info that that is not true they told me the insurance companies lied about the coverage?! I had several emotional interactions with them they wouldnt take my calls so I had to drive down or use a different number to get them to answer then when I complained through my agent they still didnt answer I am a breast cancer survivor and honestly when it comes to how they treat people its horrifying. I dont need this emotional stress I asked them several times to notify me when they were taking money out of my account and NOT ONCE did get a courtesy call I returned the car 2 weeks ago and never received my deposit back and then last night out of no where no phone call no notification whatsoever they deducted money from my credit card again I AM SO done dealing with this company at this point I am requesting a full refund of my money that I paid additional for my rental in addition to my $589.27 they were paid $920 from my insurance company Thank You.
Business Response
Date: 02/04/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Initial Complaint
Date:01/23/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Enterprise ********** has failed to return to me funds that are due to me as they were supposed to be paid by **** following an accident where I was not at fault. (The **** customer rear ended my vehicle, and **** was to provide a rental car via Enterprise). The funds total ****** from two separate transactions. The first was a $50 deposit due to my own insurance coverage being liability only that was charged to my card on Oct 8th. Per the agreement with Enterprise, that $50 was to be refunded to myself upon my sending in my own insurance's declaration page, as the cost of the entire rental was, ultimately, ****'s obligation. I sent my declarations page to **** twice, first to Enterprise via ********************* on Oct 5th, then again to Enterprise via ******************** on Nov 6th after the company called me unable to locate said page. I also submitted the page to **** on Oct 5th. Later, I found a $127.83 had been charged to me on November 14th. Upon calling Enterprise, I was told that a manager higher up had merely closed the account without reading the notes to see that they were awaiting payment from ****. I have since been in contact with the site via telephone numerous times (Nov 6th @ 5:29 pm, Nov 14th @ 3:58pm, Nov 22nd @ 1:36 pm, Nov 24th 3:05pm, Dec 14th @1:32pm, and Jan 15th @ 9:18) and have essentially been given, "The run around." I have been told varying things to include, "I'm new, so I'm not familiar," "It's been escalated to a higher up," "We're waiting to hear back from ****," "If we don't hear back, we'll just refund you," "We'll refund this to you directly," "We'll call you back with an update," and outright radio silence. When I finally spoke to the manager **** ****** on Jan 15th, he told me he had not been informed of the situation / my calls, and stated he would reach back out to me on Jan 17th. He has made no such contact. I wish to have the funds that **** was responsible for returned to me, then Enterprise can resolve it on their end.
Business Response
Date: 01/24/2025
Thank you for the opportunity to respond. Management contacted the customer and processed a refund.
Customer Answer
Date: 01/27/2025
Complaint: 22846597

I have reviewed the business' response and am rejecting it because:
On Friday, January 24th, I recieved the requested refund after speaking to a higher-up, one *** ****, from Enterprise. Apparently, as confirmed by the site Manager **** ****** (whom I spoke with today), the same amount was charged right back to me the very next day. Per the manager, this is an accounting error, and that he will call me back after reaching out to his accounting team. Given my experiences with this site, to inclide the manager failing to contact me back after interactions, I am anticipating another communication failure.

At this time, I am again requesting my refund, and furthermore, I wish to have my card information cleared from Enterprise's system entirely. (The only reason the company has it was for a deposit that was ultimatley ****'s responsibility, so the company has no need to actuat have it).

Sincerely,

******* ********
Business Response
Date: 02/03/2025
Thank you for your patience and the opportunity to respond. Management rectified this charge and reissued the refund. We apologize for any inconvenience this may have caused the customer.
Initial Complaint
Date:01/23/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from 12/2/24 until 12/17/24. I returned the car at 11:27AM on 12/17/2024. An enterprise employee inspected the car, told me everything was good and handed me a final bill (time stamped 11:27AM). An hour after I left the facility, I received a call (12:27PM) that there was now damage to the vehicle. and that I was responsible. This is after I was told by the employee the car was undamaged and was provided a final bill. The alleged damage is an 18" dent to the front passenger fender. I was not provided a photo of the damage until 1/7/2025. On 1/22/2025 I was provided a bill for repairs $1990.69 for the damage enterprise alleges I caused. I am seeking Enterprise to drop the charges of $1990.69, due to the fact that at 11:27AM I was told by an enterprise employee there was no damage to the car. Then after the car had been in their possession for 1 hour, there was now damage to the vehicle.
Business Response
Date: 02/06/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund for the fuel charge.
Business Response
Date: 02/06/2025
Thank you for the opportunity to respond. Please disregard the previous response shared erroneously. We have decided to close our file as a matter of customer service.The customer has been absolved of any pursuit for damages related to this rental agreement.
Initial Complaint
Date:01/23/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Enterprise had a clerical error on their end. Was informed when I picked up the vehicle I would receive a call when it was due. They had the wrong phone number. They claimed they tried to reach out continuously from 1/15/25 to 1/22/25 but could not reach me. They had my fiancs phone number as well as my email but they did not send any communication to either until 1/22/25. They have charged me account a total of $244.48 due to their clerical error and lack of effort to try alternative forms of communication which they had at their disposal. Neither insurance nor Enterprise told me the car was due on the 15th. I am just finding out today 1/22/25. I would like to be refunded for these charges.
Customer Answer
Date: 01/23/2025
Upon picking up the vehicle I asked the employee how I would know when it is due (insurance was covering the rental), the employee said not to worry enterprise would ***l to let me know. On 1/22/2025 my fiance received a ***l from enterprise and I ***led back immediately. I was informed they had been trying to reach out to me with no success. I was very surprised to hear the rental was due 1/15/25 and I was being charged for a week of having the rental. We discovered that Enterprise had taken down the wrong phone number for my account, although they did have my fiancs phone number and my email address. I should not have to pay this overage because 1. It was a cleri*** error on Enterprise end (I had no access to this information to verify. I attached a copy of the agreement which has none of my personal information available for verification). 2. Enterprise had 2 other ways to contact me, but waited a week to *** my fiancs phone number. Once I actually received the ***l I returned the vehicle within hours. Had I known, I would have returned it in time. The employee was very unhelpful and rude on top of having to deal with with this surprise charge. When speaking via phone after ***ling Enterprise back on 1/22/25 his response was did you think you could just keep the car. Since this was through insurance it was very confusing which is why I verified I would be notified when the vehicle was due before signing the agreement.
Customer Answer
Date: 01/23/2025
The employee stated that they sent a receipt at 5:15pm on 1/22/25, I did not receive this in my inbox or junk folder. Had to ask it to be resent. I am being charged overall $343.56. The employees have not apologized for the error on their end, just state it has to be paid. The customer service is severely lacking at this location.
Customer Answer
Date: 01/23/2025
The employee stated that they sent a receipt at 5:15pm on 1/22/25, I did not receive this in my inbox or junk folder. Had to ask it to be resent. I am being charged overall $343.56. The employees have not apologized for the error on their end, just state it has to be paid. The customer service is severely lacking at this location.
Business Response
Date: 01/31/2025
Thank you for the opportunity to respond. Our Area Manager processed a refund to resolve.

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