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.
1,646 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:01/21/2025
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 Jan 16- Feb 13 2023 and I used my debit card to pay for the deposit and the fee. Because I was renting every week they told me that every time I renewed the contract I'd have to put down an additional $300 for a deposit and I will get it back once I return the car. I was advised by one of their employees that they were over charging me the weekly rate as I was renting for a long period of time. Once I returned the car I only got back one of my deposits of $300 and they advised that the other deposits went towards the car I had already paid for. I spoke with ******* at their head office and it took her almost two months to tell me that the company made a mistake by advising it was for deposits and that it did go towards the car that I had already paid for. I asked to escalate my file to someone higher up as she seemed to not have all her facts straight and she does not respond. She reads my email and that's it. I've also had this same issue with their store at ********** and ******** as every time I tried to resolve the issue they would place me on hold and never come back. They do have a copy of my bank statements and the receipt I got from them.
Address: ********************
City: ***********
State/County: **
Zip/Postal Code: M1B 6B6
Business Response
Date: 01/22/2025
Thank you for the opportunity to respond. Both the Area Manager and Branch Manager spoke with the customer and addressed their concerns by explaining deposit use towards rental balance. The customer communicated it was not the best time. Management looks forward to the customer calling back for further clarification.
Initial Complaint
Date:01/21/2025
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 formally address an issue with a recent rental experience. On 9/27, I rented a vehicle from your New York that was returned in *** and the contract clearly indicated that there was pre-existing damage to the vehicle. However, after returning the car and paying over $1,000, I received communication from your ************************** stating that I owe for front-end damage that I did not cause.The original contract clearly documented the damage that was already present on the vehicle when I rented it. In addition, I received a letter from Enterprise claiming that someone reported I hit them. In response, I immediately wrote back to clarify that the police were called to the scene, but the officer did not issue any tickets and simply filed a report. The damage was not caused by me, and I was not at fault.Despite providing these details and having evidence that the damage was pre-existing, I have now been informed that I owe for the damage in question. I find this situation deeply concerning, especially considering that I have consistently rented from Enterprise and spend hundreds of dollars a month with this company.
Customer Answer
Date: 01/21/2025
This is where I picked up the vehicle GATES ERAC, *********************************
this is where the vehicle was dropped off: ******************
DUMFRIES, VA 22026
Business Response
Date: 02/07/2025
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: 02/10/2025
Complaint: 22834411

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

I am reaching out regarding the recent claim that I am responsible for damage to the rental, which was already in that condition prior to my involvement. This accusation is completely unacceptable, and I am deeply disappointed by the way this situation has been handled.

As a loyal customer who has spent a significant amount of money with your company, I expected fairness and integrity in our dealings. Instead, I find myself being wrongfully blamed for an issue that was not caused by me. This not only tarnishes my reputation but also makes me question the trust I have placed in your business.

I request that my name be fully cleared of any responsibility and that I receive written confirmation stating that I owe nothing regarding this matter. I value my relationship with your company, but this situation has left me both saddened and frustrated. I hope you will take immediate action to resolve this matter.

Sincerely,
****** ******
Business Response
Date: 02/12/2025
Thank you for the opportunity to respond. A response is attached.
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,

****** ******
Initial Complaint
Date:01/21/2025
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.
Address: ******************
City: **********
State/County: **
Zip/Postal Code: V2S 2B2
I would like to file a complaint against Enterprise Rent/A-Car. I have rented cars from this location twice before. They have put me on a Do Not Rent list, which has caused inconveniences to me and my sick child.I had rented a car from Dec 20 2024 till Dec23 2024. I did not have a credit card and the Manager ******* **** allowed me to use my mothers credit card, even though my mother was not present at the branch location during the time of transaction.Dec 26 2024, I had made a reservation to rent a car and I was told by the Manager ******* **** that my mother had to be present at the location to authorize use of her credit card. That day we decided to not rent a car because my mother decided to hire a taxi instead.January 9 2024 I made a reservation to rent a car and I was told by the customer service representative over the phone that I can use my Debit card instead. I hired a taxi and went to Enterprise ********** location. I brought my mom in case they didnt accept my credit card. I did a walk around of the car with a staff and when signing documents, i was told that they couldnt rent to me because its a policy to rent only to a person with a valid drivers license and credit card under their name. My mom doesnt have a drivers license and I didnt have a credit card at that time. I explained that I really need a rental car because the thieves have broken my vehicle and I have a sick child with many disabilities and seizure disorder. We had an appointment at ********************* on January 10 2025. They told me to ask a family member to rent a car on my behalf. My sister agreed to help me, out of empathy for my sick child. She cancelled her appointment and left her children home and drove 30 minutes to rent a car for me.Zohaib retaliated against my sister by putting my name on the DNR.I attempted to rent a car today but I wasnt able to rent because Im on DNR. Enterprise customer service, they gave me a number that is no longer in service.
Customer Answer
Date: 01/22/2025
Hi this is ***** ***** Im contacting you regarding my complaint I have received a call from the enterprise rent a car head office and they were able to resolve the issue and got me off DNR
Initial Complaint
Date:01/21/2025
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 frequently rent vehicles from Enterprise, Alamo and National. Today, January 20, 2025 I had a reservation for today and when I got to the airport I was told I was on the *** list which is absurd. I found out it was supposedly from a $250 charge back on JUly 20, 2024. My car was paid in fill when I returned it and Enterprise even sent me a refund check in August. How could I get a refund check and then be told I am on the *** list for outstanding payment. The manager at the ****** gave me a number to call ************ which I tried over 10 times and is always busy. No one ever answers the phone and no one at the main ***** number can help me resolve this. I am not a smoker so there is no way this is from a cleaning fee. Every single car I returned to the ***************** was professionally cleaned before it was returned. My cars were always cleaner that I received them. Also, I was never, ever sent a bill for this alledged $250 outstanding bill. I strongly believe that Enterprise is just making up charges and think that people will just pay them without actually investigating. This is fraudulent.
Business Response
Date: 02/03/2025
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: 02/04/2025
Thank you for the opportunity to respond. Management has left a voicemail and sent an email to the customer regarding the situation. Due to the circumstances of the previous rental, we will be taking no further action.
Initial Complaint
Date:01/20/2025
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.
Due to damage on the vehicle windshield I paid my deductible to get it repaired. Over a month went by with no indication that anything was wrong. Now, 3 months later, I'm being told I still owe money, when I paid the deductible on October 15th. I'm also being told it is 'past due' when I've not received and prior correspondence.
Address: ********************
City: *******
State/County: **
Zip/Postal Code: V1X 5T5
Business Response
Date: 01/25/2025
Thank you for the opportunity to respond. Management spoke with the customer and explained a pre-authorization was taken for the deductible and processed as a sale. The customer shared they would like to confirm with their financial institution.
Customer Answer
Date: 01/27/2025
Complaint: 22834269

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

It fails to account for the lack of communication leading up to this point. As stated, I went by for months before receiving notice.
The initial preauthorization does not match the amount actually charged (preauthorization was $300, bill was $200).
Initial filing at the dealership was supposed to go to ****. Instead over a month went by and then I was informed a bill, which I had not initially received, was past due.
The business's response fails to address the severe communication issues and inconsistencies with the original complaint. I am not denying what they said occurred, however I feel it fails to engage with the larger context of why the complaint was filed in the first place.

Sincerely,

***** ******
Business Response
Date: 02/03/2025
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: 02/04/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I will look forward to hearing from them more on this matter.

Sincerely,

***** ******
Initial Complaint
Date:01/20/2025
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 does not honor its points/activity system and thereby ***** consumers with their marketing tactics.I have rented from Enterprise alone in 2024 about 4 times, 3 in the **, and one outside the country.All of these transactions were initiated and completed through their App. All of these transactions, with the exception of the International one, were captured in their app was "finalized transactions". However, I just received my annual report for the transactions I had in 2024, and only one of these show as "done" through enterprise, which is a lie. The language is correct, because they are knowingly shorting their customers on purpose out of their points due to this. It is not an error, this is their mode of operation.Furthermore, it lists my rentals as done through National. I never rented through National. This distribution of rentals across another company is incorrect and not authorized or initiated by me.Lastly, the rental at Enterprise done through Enterprise ******, does not even show up at all as completed. When I tried to provide their agent with the Rental Agreement number as listed in the contract, they told me it is not correct and cannot be accepted. But the rental mysteriously fell off my app, so I cannot validate this and I am being shorted several rental days that should be counted towards my activity report for the year.I need my rentals to be properly tracked and points/rental days allocated correctly.
Business Response
Date: 01/24/2025
Thank you for the opportunity to respond. Management has researched the complaint and found the customer to have both an ********************** ***** and a ********************* loyalty account. This National account was created on 08/11/2023. On Enterprise rental agreements *********, *********, and *********,the customers *** account was attached and credited according to our loyalty ********** avoid further misallocation of loyalty benefit, Management has closed the customers National *** account. Additionally, management credited the customers ***** account with the points due for the rentals previously listed alongside points issued as a courtesy. The customers in app point balance will reflect these changes.
Initial Complaint
Date:01/19/2025
Type:Customer Service 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 name is ************************************************ ****************** has my name on the do not rent to rent list,and I would like my name removed from the list!
Business Response
Date: 01/23/2025
Attn: Better Business Bureau
Please accept this correspondence as our response to the complaint # ********:
Enterprise rental agreement # 60NH3V, ******** ****, store #****, claim # VX****03H.
********* ****, Risk Manager spoke to Mr. **** on 1/23/2025 and answered his questions regarding the hold on his name for renting.
Unfortunately, due to the nature of previous rentals, this hold will have to remain.
Thank you for your consideration in this matter.
Please contact the undersigned should you have any additional questions.
Initial Complaint
Date:01/19/2025
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 from enterprise on my enterprise plus account. I have done this MANY times, mostly without issue. Right now there is a plus your points promo happening, and i have attempted to take advantage of the promotion by making qualified rentals. In addition. They have 15% off rentals in the neighborhood rental section. I just completed, and re rented, an SUV, qualifying me for 15% off, i didn't get it. In addition, I should've been eligible for double points, 500 points for extended rental, 75 for renting an suv, etc. Didn't get any of the promos. Signed my new agreement the same day I returned my rental of 31 days and left the office right at closing time. I immediately realized I had requested a weekly rental, on the 15% off promo, and instead paid 277 for 4 days!!! Weekly, after fees, the same rental is 262!!!! And that's without the 15% off!!! I called instantly and got the run around, escalated, promised to contact the next morning, went 3 days without contact or correcting the issue. I called again today, after getting nowhere wirh the chat employee, and was told again too bad nothing they would do, escalated again. Transferred to points ***** was treated like an idiot and repeatedly told I got my 500 points for the extended rental. Basic math, and my points history, says I didnt. She continuously talked to me like an idiot using phrases like I'm going to tell you something now, when I was non confrontational, just defending myself against her accusations I got the points. Still didn't get it fixed. No double points or suv points either. Just thrown back and forth, spending thousands now to be a customer to a company that doesn't care as long as they're profiting. I even currently have that overpriced rental, being told a week will now cost me over 400!! Again, they don't honor the bonus and promotions they advertise, then ignore you, talk down to you, push the blame. This comes after spending 2.5 hours on the phone, chat, and in person. Fix it.
Customer Answer
Date: 01/29/2025
Location: ***************************************
Business Response
Date: 02/03/2025
Thank you for the opportunity to respond. Management has reviewed the matter extensively and reached out to the customer. Management was not able to establish contact with the customer at that time. However, the customer spoke with a Management Assistant and extended their rental contract.
Initial Complaint
Date:01/19/2025
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.
I made this reservation in December 2024 for a rental on April 17, 2025. Last night on my Enterprise app I went to check my reservation and it said cancelled. I never cancelled it and never received an email indicating cancellation. I immediately called Enterprise to ask what happened. She claimed she fixed it and instead I got a confirmation with the wrong locations. I asked to speak to her supervisor and she hung up on me. I called back got another agent who again said he fixed the problem and again he booked the wrong location so I cancelled. For each of these cancellations I did receive an email. I called customer service and they said sorry no cars are available at that location for a one way rental. I think they were short on cars so they cancelled a long standing reservation for a rental that I really needed. I am a long time National Car Elite member and Enterprise Plus member. This has been a disgrace. If I look at the National website it shows my reservation active when it no longer is.
Customer Answer
Date: 01/21/2025
When I called Enterprise they told me my reservation was cancelled. Their website and app shows the reservation cancelled. I decided to call the local branch and was told they do have my reservation and that the Enterprise Internet system is messed up. The only thing I would like is an apology for causing a lot of aggravation and would like to see my reservation live on their website so I dont have to worry about the car being there. Thank you.
Business Response
Date: 01/22/2025
Thank you for the opportunity to respond. Here is the response from our local management team; I was able to locate the reservation for the customer and confirm we will have this for him on 4/17. Thank you!
Customer Answer
Date: 01/23/2025
Complaint: 22831477

I have reviewed the business' response and am rejecting it because:
They claim they found my reservation. I want to believe them. However their website and app show no reservation. They should at least apologize and fix their system. I had a week of total aggravation over this.

Sincerely,

******* ******
Business Response
Date: 01/27/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns regarding the app, and confirmed the reservation. The customer shared they also spoke with the location directly and confirmed this reservation as well. The customer was provided contact information to use in the event changes arise before the reservation pick up time.
Customer Answer
Date: 01/27/2025
Better Business Bureau:

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

Sincerely,

******* ******
Initial Complaint
Date:01/18/2025
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 reserved an SUV for $363 (after taxes and fees) on October 29th, 2024 and was set to pick it up at 12 PM on November 27th at the Enterprise Rent-A-Car on ******************************. When I showed up at about 3 PM that day due to flight delays there was no record of my reservation. I also couldn't find it on my enterprise plus account, and had never received a confirmation email. I had seen it on my account previously and confirmed it was reserved, but somehow it had disappeared the day I showed up to rent the vehicle.The employees were unable to help me and they were out of SUVs, so I was frustrated that I ended up being stuck with a sedan for $80 more than I originally agreed to pay. The sedan significantly limited me what I had hoped to do on my trip to *******Up until recently I thought maybe I had made a mistake, but I ended up finding a screenshot that I had taken on 10/29 (the day I made the reservation). I sent the image and my confirmation number to ************** but was unable to get any information other than the reservation was cancelled. I obviously wasn't the one who canceled it, since I was going to be on an island for a week and in need of a car. No one else has access to my login info either. I am hoping for an explanation as to why this reservation disappeared, and a refund for the extra $80 I had to pay.
Business Response
Date: 01/31/2025
Thank you for the opportunity to respond. Management has reached to the customer but left a message as they were unsuccessful in establishing contact. Additionally,management sent an email as they intend to speak with the customer directly.
Customer Answer
Date: 02/11/2025
I responded to Enterprise' email on February 9th. I am still awaiting a response from them, which is why I didn't mark this as resolved yet. I'd like to leave it open at this point. Thank you,
****
Customer Answer
Date: 02/20/2025
Hello,
I received more communication with Enterprise, and they agreed to refund me. I am happy that they successfully resolved my complaint. Please let me know if there is anything I need to do to mark this resolved. Thank you for the help,
****

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