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

4,422 total complaints in the last 3 years.
1,648 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:01/18/2025
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 12/20/24 I rented a car from Enterprise Rent a Car, located at ************************************ We set our rental for 15 days for Christmas trip to ********. We had previously rented from this location on several occasions over the past year. To the tune of $10,000. Each time we would speak with ****. He would tell us where to park our car and when to come back. However, on 1/10/25, they had our personal vehicle towed. We still have their rental and are still under the same rental agreement. We extended using the app as we have done several times before. On 1/15/25 we returned to drop off and get our vehicle when we discovered our personal vehicle was towed without notice or any attempt in contact.When we called the manager ******* said they made a mistake and would get it back. Then the Branch manager ******* called and said no. They have a tow after or on ****************************************** an active rental agreement, its been less than 30 days and they didnt even try to contact us. After his many attempts to tell me its my problem he finally gave me **** Diehms the regionals number. **** tried to make it my fault as well. And after several attempts final he went and paid the tow company to release our car at 3pm on Friday when they close at 4. I asked him to return my vehicle where I left it. He refused and the *** company said that any time after 4 its now my problem. Keep in mind Im still under contract until the 18th. I was told by an employee where to park and this has been a normal routine for a year. I am now not only out 3 days of work dealing with this, but also it would appear additional monies because they refused for 3 days to do what was right and just admit a mistake and fix it.Additional cost at my expense, loss of wages, DAYS, Damage to vehicle from tow.
Business Response
Date: 01/27/2025
Thank you for the opportunity to respond. Here is the response from our local management team; An unauthorized vehicle remained parked on the premises in violation of the No Overnight Parking signs displayed on the property. This vehicle was removed per the Tennessee Code. The Towing of Unauthorized Vehicles process is listed in Tennessee Code *********.
Customer Answer
Date: 01/30/2025
Complaint: 22828000

I have reviewed the business' response and am rejecting it because: The vehicle that they are referring to was left while renting one of their vehicles. The employee Chaz, told us exactly where to park while we rented their vehicle. The arrangement had been the same for several previous rentals and has not ever been an issue. There was not an unauthorized vehicle left. There was only my personal vehicle that was left while conducting business with Enterprise. The vehicle was left where an employee (Chaz) said it would be safe while we were out of town.

Sincerely,

**** ******
Business Response
Date: 01/31/2025
Thank you for the opportunity to respond. An unauthorized vehicle remained parked on the premises in violation of the No Overnight Parking signs displayed on the property. This vehicle was removed per the Tennessee Code. The Towing of Unauthorized Vehicles process is listed in Tennessee Code *********. We do not allow overnight storage of personal or unauthorized vehicles and have signs posted enforcing this policy at the rental location. We will be taking no further action.
Customer Answer
Date: 02/15/2025
An Employee **** has given permission and place where the vehicle was left. This was the 5th time we have been instructed to leave our vehicle in a designated area on site. There was no such signage nor was there any issue prior to this incident. You are responsible for your employees and YOUR employee is who instructed me to leave my vehicle where it was. Your employee is also telling people the same thing to this date. My father was told to leave his vehicle in the same place.
Business Response
Date: 02/19/2025
Thank you for the opportunity to respond. We will be taking no further action.
Customer Answer
Date: 03/01/2025
This has NOT been resolved and the company has made no efforts to correct anything. My vehicle was towed and incurred a $1700 bill due to them taking it. Without proper signage and WITH THEIR EMPLOYEE telling us where to park and knowing our travel outside of state.
I AM NOT SATISFIED AND THIS IS NOT FIXED, resolved or anything.
I want my money back and now I want additional compensation for false information given by the company.
Initial Complaint
Date:01/17/2025
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.
I had a rental and had been trying to get rentals for months. I finally get a vehicle and had to get it out of the normal area in ********* called ********* and it was booked for around New Year&#**;s. It was booked and they didn&#**;t pick me up in my area. No other rental place would pick me up so I was stuck using the ********* location. The manager there is named **** and he has never liked me. They had my address in the system wrong. They told me to bring the car back at the same time of my drop off date. I was supposed to get the vehicle at noon but didn&#**;t get it until 4-5 pm. It was a Jeep an ******* guzzler. Ledgewood was my original rental place. My cousin called and they rented it to her. I called to complain to the district manager, ****** and it took months to speak to him. He was not courteous. They said they would make things right as far as having the vehicle longer and fix it.I would like for them to give me some type of compensation for the trouble that I had getting a reservation from them.
Business Response
Date: 01/23/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed the customers concerns with the rental qualification process, and reached a resolution directly with the customer for upcoming rentals.
Customer Answer
Date: 01/28/2025
Complaint: 22824753

I have reviewed the business' response and am rejecting it because: they are lying and have not compensated me for the poor customer service I have received.

Sincerely,

********* *****
Business Response
Date: 02/03/2025
Thank you for the opportunity to respond. Management spoke with the customer and addressed the customers concerns with the rental qualification process by sending a copy of the those items for the customers consumption. Our Area Manager provided contact information should the customer desire to further address the matter.
Initial Complaint
Date:01/17/2025
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.
I placed a reservation for a car at the ************* location in ***** on Tuesday, January 14th. ******* phoned to tell me she had no cars available and to find another location. I asked which location had available cars and she stated we cannot give out fleet information and told me to call around. Enterprise has no phone numbers available to call a location. It was suggested I drive to the locations. Well, if I had transportation that would be feasible. I phoned customer service and they suggested I go to the airport. I would have to pay the extra fees if I wanted to rent a car. I requested a supervisor please return the call (this was requested two times on 1/14 and 1/15). Im still waiting for a call. I placed a reservation for 1/17 and the price of the rental has tripled. As a loyalty member I anticipate better service than what I received.
Business Response
Date: 02/07/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
Customer Answer
Date: 02/18/2025
I never received any correspondence from Enterprise. Therefore, Im unable to respond. They have my phone and email information if they wish to speak with me. This is unfair to the consumer. There is no resolution without communication!
Initial Complaint
Date:01/16/2025
Type:Product 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.
November 16 2024 I was scheduled to pick up a commercial van for invite that we were hosting. Taking ****** youth children and other children in our community on a private educational guided hike.But was told the day before that the vehicle that was reserved will not be ************ spent all day looking for a last min reservation.When I did find one and booked ***** happened to be the same one from third party.I was not made aware of this untill I tried to pick it up.I was only told from your store representatives that they have no control over the system and theres nothing they could ****** I expressed my concerns over enterprises Instagram account.Was told someone would call me to take by complaint ******* one has called and its been two months.Reached out again last week and was told again someone would reach out .
Customer Answer
Date: 01/16/2025
*********************************************
is the location.
Business Response
Date: 01/21/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and resolved the matter directly.
Customer Answer
Date: 02/01/2025
Nothing has been resolved.
Enterprise had made it seem we would have this problem resolved.
In enough time for our event .
our event is today and have not reached out to.
Business Response
Date: 02/06/2025
Thank you for the opportunity to respond. Management contacted the customer and discussed their concerns via email. Management offered various resolutions of which the customer elected to decline at that time.
Initial Complaint
Date:01/16/2025
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.
Was rented a car with a revoked license and then they reported it stolen due to their negligence with f not charging my credit cards
Business Response
Date: 02/06/2025
Thank you for the opportunity to respond. Due to the circumstances of the customers previous rental and amounts owed, we can take no further action to resolve this matter.
Initial Complaint
Date:01/16/2025
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 having problems with a claim regarding damage to a car I rented through Enterprise. I have attached a word document describing the problem since it's longer than 2000 words.
Business Response
Date: 01/21/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:01/16/2025
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.
November 2024 I went to Enterprise rental ******************************************************************************** ************ to reserve a 4 wheel drive 8 passenger vehicle for the ************* game that was to be played on December 22nd 2024.I was told to pick up on Saturday the 21st near closing time and to drop after the game. I was promised 2 main things that didn't happen:1) It was stated ( have two witnesses) this was a one day rental ;to be picked up on 12/21/2024 Saturday " come in at the end of the day around 12:30 pm to pick up the vehicle for the Sunday game. And stated it could be dropped off Sunday after the game and was told to put the keys in the slot. Which I did.2) The 4 wheel drive 8 passenger vehicle - a Jeep Wagoneer or a ***** Suburban; which was not there on the 21st of December and I had to settle for a 2 wheel drive Chrysler Pacifica. No big deal the weather cooperated and we only ended up with 6 humans going to the Bills game, they won cheers to that! In addition, the guy, forgot his name very cordial a Bills fan and accommodating said that because the vehicle promised was not there he shaved some off the daily rental AND allowed us to bring the 3/4 tank of gas in the vehicle at the time return at 1/4 due to the lack of availability of the reserved vehicle.Yesterday I had a charge of $102 on the credit card so I went to the rental location.I explained the aforementioned commitment and was told by the employee that there was nothing they could do as " it has been already closed out" and " the employee who rented you the vehicle no longer works here" I told them I was not happy and she reiterated the response once again. The manager ***** Boscat who I know was listening to this exchange said nothing and offered no assistance. The poor employee was obviously new and confused on how to proceed - she looked over at ***** and no help or resolution was reached. I told them I would be talking with someone other than them about my dissatisfaction.
Business Response
Date: 01/28/2025
Thank you for the opportunity to respond. Management processed a refund of the additional day to resolve.
Customer Answer
Date: 01/29/2025
Better Business Bureau:

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

Sincerely,

******* *****
Initial Complaint
Date:01/16/2025
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.
Formal Complaint Regarding Enterprise Rent-A-Car Business Practices in ********* I am writing to file a formal complaint regarding Enterprise Rent-A-Car and the unacceptable business practices I recently experienced at their *********, *****, location. Below is a detailed account of the issues I encountered:
Business Response
Date: 01/30/2025
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: 02/16/2025
Hello,
I'll wait until "Enterprise Rent a Car" contacts me, and then I'll update the complaint accordingly.
Regards,
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: 03/05/2025
Complaint: 22819010

I have reviewed the business' response and am rejecting it because:
it has been over a month and there is no response from Enterprise rent-a-car.

Sincerely,

******** *****
Business Response
Date: 03/12/2025
Thank you for the opportunity to respond. Management is in communication with team in ***** regarding this complaint. We appreciate you alls patience while we work to get the customers concerns addressed and the matter resolved.
Business Response
Date: 03/15/2025
Thank you for the opportunity to respond. Management has issued a refund to arrive in 1-2 weeks.
Initial Complaint
Date:01/16/2025
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 long term with this company several times and never had any issues until most recently, they never refunded me EITHER of my refundable deposits, and then when I returned the vehicle November 9th they made an unauthorized charge of 266 dollars to my credit card one week after i returned the vehicle on November 15th. Prior to this rental everything was straight forward but my most recent rental I feel like I got different information and prices every time I talked to different people. They dropped the ball on the rewrite date and it turned into this big thing, instead of just transferring the deposit as they always had before they claim to have refunded it. (His words) And I had to put another 300 dollar deposit down. I never received either one back. I have spent thousands upon thousands of dollars with this company and have always been a good renter so I just want what is owed to me. My 2 deposits. What's worse is when I tried to talk to someone higher up there's apparently no direct number so they have to pass the complaint on to the regional manager from which I never heard. I never had a bad experience until this time but I wouldn't recommend renting a vehicle with them after the last exper I had.
Customer Answer
Date: 01/16/2025
Rental agreement numbers
6K3Q6F
5XMMDK
6BSCXG
I also need to clarify, I meant December not November in my complaint. I'm sorry. I have the flu and I'm feeling pretty terrible and it's hard to concentrate.
Business Response
Date: 01/30/2025
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: 02/07/2025
Thank you for the opportunity to respond. Management researched the complaint, contacted the customer via email, and shared it has been confirmed that only the amounts due have been satisfied with payment. Management provided direct contact information should the customer need to address any concerns with their statements.
Initial Complaint
Date:01/15/2025
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 rent a car filed a claim of damage with a vehicle that I had returned. The damage was a supposed broken seat belt. I disputed the claim stating that when the vehicle was dropped off it was in good working order. I then informed Enterprise that at the time of drop off, there were 3 of my children in the vehicle utilizing seat belts and a car salesman that followed us and can also verify this. The company refused to take any statements from these individuals. Then the damage complaint department told me I needed to deal with the local store that filed the complaint. The local area manager, *******, has refused to return my phone calls, with one employee stating that they were there when they tried to make contact back and left a voicemail. Unfortunately for them, I do not have voicemail, so this is a lie.The parent company is still pursuing sending me to collections and refusing me the opportunity to have contact with their lageal department in hopes of resolving this.
Business Response
Date: 01/21/2025
Thank you for the opportunity to respond. A response is attached.

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