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

4,422 total complaints in the last 3 years.
1,645 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:01/15/2025
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.
A rental was arranged through our insurance company while our vehicle was being fixed. Our insurance coverage is for a full size SUV. The first location we went to on ****************** in ***** worked hard to find us a vehicle that would work. My husband is disabled and it is difficult for him to get in/out and sit in some vehicles. That vehicle got a flat and since it did not have a full size spare were were told to go get a Roadside Assistance Exchange. The first location they sent us to ******************************, said they had a vehicle but would not rent it to us because they wanted to ensure they had vehicles for other customers. I called customer service back and they said that Roadside Assistance Exchanges take priority. She tried to call and could not get through so sent us to ******************************************* the exact same conversation. Called customer service back again, they sent us to the **********/**********************. We get there and they lots of cars everywhere, on the lot ready to go out, sitting in the return lanes. I go to speak to them and they will not give us what we need. After we go around and around with them they state they can only do certain types of cars on a Roadside Assistance Exchange. They became very upset with us because we would not take a car that would not work for my disabled husband. Now we are stuck with a car he cannot drive and can barely sit in. It is not right! I know that people who are not disabled do not understand what is like to be in constant pain. That is no excuse to to say that because our insurance is paying for the rental or it is an exchange due to their car not being safely drivable we must suffer.We want a car he can comfortably get into, drive or be a passenger in.
Customer Answer
Date: 01/16/2025
Agreement number 6VPL38
Business Response
Date: 01/17/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and offered an alternate location to get the vehicle switched out.
Customer Answer
Date: 01/20/2025
Complaint: 22816234

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

They offered for me to take a few hours off work to go change out the car. I asked if there was any way they could bring it to my work. They do not deliver. They said the airport location would call the next day and I could go there. They never called.

Sincerely,

****** *******
Business Response
Date: 01/22/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and came to a resolution directly with the customer.
Initial Complaint
Date:01/15/2025
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 had left my bag from shopping in the back of drivers seat and company is refusing to say that they took it they are avoiding me to get my bag
Customer Answer
Date: 01/16/2025
Rental Agreement Summary RA#:6X528G
Customer Answer
Date: 01/16/2025
Rental Agreement # 6X528G

Customer Answer
Date: 01/17/2025
Hi i fix the problem whit Enterprice I would like to Cancel the Complaint again Enterprice.
Business Response
Date: 01/17/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
Initial Complaint
Date:01/15/2025
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 ordered a rental car online through my union and they gave me a price of $376.29. The rental was for 8 days and I was dropping the car off at the airport. When I returned home to ********** I received and email saying I had been billed $699.12. I contacted enterprise and they say I had signed for damage waiver. I did not sign for anything because everything was done online. They said someone would call me back about the dispute, no one ever called me back. I called back a week later and they customer service called the branch and they said they were refunding my money. I checked my account and they still have not refunded my money. I called back today and they refused to talk to me saying they will get back to me. I think they are scamming people because they know we are going to go back home and there is nothing we can do.
Business Response
Date: 01/24/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
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:01/15/2025
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.
Made repeat that phone calls to get back a $300 deposit I had on a rental car. My total rental bill was $198, I paid a $300 deposit, it six months before they refunded me $134. I made several calls, it took another 2 1/2 months for them to refund me another $99,I made 3 to 4 more phone calls to see where the balance was and they told me it was going to be issued in 20 . That was at least two months ago. This is bad business because I need to rent another car after that and pay additional deposits When I havent even received a refund deposit from almost April of last year. This is at the location in *******, ******* off of 441, state Road seven
Customer Answer
Date: 01/24/2025
Here is my agreement
Customer Answer
Date: 01/24/2025
Documents are attached, thank you
Customer Answer
Date: 01/24/2025
Documents are attached, thank you
Business Response
Date: 01/27/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund of the additional day.
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.
I rented a car for a one way travel from ******* ga to ************* due to my move for work in 2018. I returned the car at the ** location with no problems. Fast forward a month later I receive a call from enterprise stating I delivered the car late however when I spoke with someone at the location they stated this was incorrect and I wouldnt be charged anything as it was an error on their side. Now its January 2025 and I receive a letter from a debt collector on behalf of enterprise stating that I owe over $600 regarding this rental from 2018. 7 years later after I was told I owed nothing and now you want to come after me for issues with your incompetent staff. I told the debt collector let me see contracts and/or anything stating the reason behind this from enterprise and Im told they dont have anything. I have used enterprise multiple times over the years since 2010 and never had an issue and now Im going through this for something from 2017. I find this to be even more crazy because I just rented from them last year and there was nothing on the record indicating I owed anything. I expect more from companies when Im spending money but this is ridiculous.
Business Response
Date: 01/21/2025
Thank you for the opportunity to respond. Management established contact with the customer via email. Management confirmed that no payments have been made, and the complainants rental privileges are intact. The complainant will notify management if any further correspondence regarding the matter is received.
Initial Complaint
Date:01/15/2025
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.
Enterprise Claim No: ********; Rental Agreement: *********; Invoice: **********. On 10/19/24 I rented a vehicle from Enterprise. I purchased Damage Waiver protection coverage (**). The ** provides that I will not be responsible for the cost of any damage to the vehicle regardless of fault. The vehicle was involved in an accident that damaged the passenger side. I reported this accident to Enterprise and asked several employees whether this would be covered under the purchased ** coverage and was told the damages to the vehicle would be covered under the **. In Nov. 2024, I was sent a list of damages via letter indicating that I owed damages as a result of the accident. I contacted Enterprise and a representative informed me that the ** was voided because the rental was booked with a company source code under business use and that upon inquiry that I was not an employee of company. I received a second bill in the amount of $8,171.95 by a letter dated January 4, 2025. The ** provides that it will be invalidated if I misrepresent facts to the Owner about the rental, use, or operation of the Vehicle[.] Under Pennsylvania law, a misrepresentation must be material for it support a void of damage waiver coverage. I was informed that the reason the ** was voided is because of the use of a company source code. This is not a material misrepresentation that influences Enterprises judgment in estimating the nature of the risk in renting a vehicle to me. There is no evidence that I misrepresented my driving record, the status of my drivers license, my identity, age or anything material regarding the rental, use or operation of the vehicle that would justify voiding the **. I am respectfully seeking a reinstatement of the ** coverage and for Enterprise to honor the ** and cover the damages to the vehicle. If Enterprise will not honor the **, I will have no ability to pay for the damages. I am a full-time college student with no stable income and no immediate job prospects.
Business Response
Date: 01/23/2025
January 23, 2025
BBB
RE: Case# ******** ***** ******
Enterprise File No. 21820854
To Whom it May Concern:
Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by ********** Ms. ****** rented a 2023 Nissan Rogue bearing North Dakota registration 907EEM from Enterprise Rent-A-Car *************************************** dba Enterprise Rent-A-Car in ************ **********.
On November 18, 2024, Ms. ****** advised the local branch that the vehicle was missing. On November 21, 2024, the vehicle was recovered with damage and a claim was created. The local branch charged $1,342.77 to ********* credit card to be applied toward the damages.
After reviewing the concerns presented by Ms. ******* we have refunded $1,342.77 to Ms. ****** credit card, and our file is now closed. At Enterprise Rent-A-Car, we strive to satisfy all our customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.
Sincerely,
******* ******* Analyst
Damage Recovery Unit
Customer Answer
Date: 01/29/2025
Complaint: 22809622

I have reviewed the business' response and am rejecting it because:
To Whom it May Concern:

The aftermath of Enterprises decision to void validly purchased ** coverage is a classic bait and switch tactic and an unethical business practice. It exploits disadvantaged people who rely on purchasing that coverage because they do not have car insurance or other coverage of their own and leaves that customer paying thousands of dollars in damages they rightly believed were covered.

It is a common business practice for other rental car agencies to require its employees to validate a business use either in person or via a business email address or log in on their website before a customer can access a business discount code. Despite Enterprise being one of the largest rental companies in the world, they have no similar mechanism in place to validate the use of business discount codes prior to access and booking. Nor did they conduct any prior validation in this case - either online or in person. This is so Enterprise can unethically deny coverage for damage, evade their contractual obligations to honor the ** and pass the **** onto unsuspecting customers. This unethical practice is widespread evidenced by the fact that in responding to my complaint, Enterprise seemingly copy and pasted a response to another complaint referencing an unknown person. ("Currently, our office will continue to pursue Mr. ****** for damage to the rental vehicle through a third-party collection agency.").

It remains my position that Enterprise should honor the ** coverage that I purchased and stop all collection efforts. Also, I do not take their threats to send an $8,000 invoice to collections lightly and know that would ruin my financial life for the foreseeable future, my ability to obtain financial aid to continue my education, and all potential job prospects that require credit checks. Therefore, I would consider an offer to settle for less than the full amount with a payment plan.

Thank you for this opportunity to respond and your attention to this matter.

Sincerely,

****** *******
Business Response
Date: 01/30/2025
Thank you for the opportunity to respond. The previously shared document communicates we have decided to close our file as a matter of customer service. The customer has been refunded and absolved of any pursuit for damages related to this rental agreement.
Customer Answer
Date: 02/04/2025
Better Business Bureau:

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

Sincerely,

****** *******
Customer Answer
Date: 02/21/2025
I would like to request my complaint be reopened, I assumed this was resolved with the business, but now they are sending me a bill and threatening to send me to collection and I disagree with this. I will email a copy of this letter to BBB.
Business Response
Date: 02/26/2025
Thank you for the opportunity to respond. There is a response attached.
Customer Answer
Date: 02/26/2025
Complaint: 22809622

I have reviewed the business' response and am rejecting it because:
To whom it may concern,
At the moment, I am concerned and confused about the attachments sent by the business. Ive emailed some of these attachments to the the business and was under the assumption everything was settled and closed from their words, The customer has been refunded and absolved of any pursuit for damages related to this rental agreement. I am now still being threatened for these damage fees to go into collections after this message.

Sincerely,

****** *******
Business Response
Date: 03/07/2025
Thank you for the opportunity to respond. Management has reviewed the complaint brought forward and officially closed the claim in pursuit of the customer for any damages related to this rental agreement as of 3/7/2025. Please disregard any mailed correspondence in regard to this rental agreement issued prior to this date.
Customer Answer
Date: 03/11/2025
Better Business Bureau:

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

Sincerely,

****** *******
Initial Complaint
Date:01/14/2025
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 vehicle from Enterprise Rental at the ************, ********** from 12/4/24 to 12/8/24. The day I picked up the vehicle was 10 degrees and 40 mph winds at the *********** and the car was parked in the back of the parking lot. When I walked my wife a 4 bags of luggage to the vehicle I noticed minor preexisting damage on the driver side from bumper/fender. Nothing major. The vehicle was also very dirty and smelled like smoke. I have rented from Enterprise numerous times in the past and have had multiple vehicles with minor damage and have never been blamed for the damage. Due to the nature of the situation (10 degree, 40 mph winds, back of parking lot, etc) I did not walk back inside to speak to the clerk about the minor damage. Fast forward to 12/8/24 when I returned the vehicle. Our flight left at approx. 6am so I left the keys in the drop box. While flying I received a phone call and an email from the manager Madysen saying there was damage to the vehicle and they want to follow-up with me. Instructed me to reply all to the email. Since then I have replied all, emailed, called, contacted customer service, contacted their damage recovery unit, etc etc with an attempt to remedy this situation. No one will reply to me and no one will call me back. All other departments state I need to speak with the local branch and they are unable to help me. **************** has sent multiple requests to the local brand to contact ******, their DRU is sending me a bill for $2,211.98 for the damages that I did not cause. The branch needs to drop the damage charges because they were not caused when the vehicle was in my possession. Additionally, their negligence with ignoring all requests to try to fix the situation from me is unacceptable. I am asking for someone to contact me from Enterprise to confirm that those damages are not my responsibility and no further action is needed by me.
Customer Answer
Date: 01/15/2025
The rental agreement number is *********. Thank you!
Business Response
Date: 01/29/2025
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
Complaint: 22810800

I have reviewed the business' response and am rejecting it because: I waited 5 days since the response was provided and there is still no contact from the Enterprise. I am rejecting the response until they contact me.

Sincerely,

****** **********
Business Response
Date: 02/11/2025
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: 02/12/2025
Complaint: 22810800

I have reviewed the business' response and am rejecting it because: this is the same response they already gave and still have not contacted me.

Sincerely,

****** **********
Business Response
Date: 02/14/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:01/14/2025
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 am writing to file a formal complaint against Enterprise Rent-A-Car for their treatment of me on 1/10/25, at their ********************************************** location. As a Platinum Tier member with Enterprise (Membership ID: ********, I have always relied on their services for my travel needs. Unfortunately, I was subjected to an unjust denial of service which caused significant inconvenience and humiliation. Upon arrival at the counter at 9:00 AM, I was informed that I could not rent a vehicle because I hold a South Carolina drivers license and was attempting to use a debit card for payment. Despite having a valid debit card with sufficient funds and a returning flight itinerary, I was denied a rental. The policy posted at the counter clearly stated that debit cards are accepted with proof of a returning flight, a condition I met. However, an additional restriction was arbitrarily applied to me based on my state of residence.The denial forced me to wait hours for alternate transportation, as no **** or taxi services were available to take me 1.5 hours into rural **************. I ultimately reached my destination at 4:00 PM, severely delaying my schedule. Adding to my frustration, the associate working the counter arrived 30 minutes late. When he finally arrived, his behavior was unprofessional. He smelled of alcohol, appeared disheveled, and was sarcastic in his interactions. As a loyal customer of four years with an impeccable rental record, I find this treatment unacceptable. Enterprises policy should not subject customers to discriminatory or humiliating practices based on their state of residence. If the company feels insecure about debit card transactions, they should mandate the purchase of additional insurance rather than imposing inconsistent and discriminatory restrictions. This experience reflects poorly on Enterprise and calls into question their commitment to customer service and loyalty programs.
Business Response
Date: 01/27/2025
Thank you for the opportunity to respond. Management has reached to the customer but have been unsuccessful in establishing contact. They intend to settle the matter and have reached out via email to speak with the customer directly.
Business Response
Date: 01/27/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed the customers concerns by explaining local driver license policies at various locations and offered compensation to resolve.
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:01/14/2025
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.
Being accused and held liable for damage to a rental vehicle that I did not cause.
Business Response
Date: 01/21/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 01/22/2025
Complaint: 22807631

I have reviewed the business' response and am rejecting it because:
Please see attached document.

Sincerely,

****** *******
Business Response
Date: 01/23/2025
Thank you for the opportunity to respond. The previously shared document communicates 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.
Customer Answer
Date: 01/24/2025
Complaint: 22807631

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

Enterprise message said "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."
The file was closed due to myself and my insurance paying the damages when I was threatened with having the account sent to collections if payment was not made within 10 days, my insurance and I decided to pay due to my military status.
However, I wish to inquire about the refund process for the payments made to settle the damages. Given that the file was closed due to the payments made by both myself and my insurance company, I would like to understand the next steps regarding refunds.
Specifically, I am seeking clarification on the following points:
1. Will I receive a refund for the deductible amount of $500 that I paid directly to Enterprise?
2. Will my insurance company be refunded the amount of $786.78 that they paid?
Attached to this message, please find the relevant receipts for reference..

Sincerely,

****** *******
Business Response
Date: 02/04/2025
Thank you for the opportunity to respond. As a diligent effort in stiving to satisfy all of our customers, notwithstanding or foregoing contractual obligations, we decided to close this file on 1/20/2025. The customer has been absolved of any pursuit for damages related to this rental agreement. Additionally, the refund to both the renter and insurance were mailed on 1/31/2025.
Customer Answer
Date: 02/05/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
May I please receive a tracking number if possible?

Sincerely,

****** *******
Initial Complaint
Date:01/14/2025
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 rented a car from enterprise was told if there was an accident to call the number they provided. I did what I was told took pictures then waited for the towing service to come. Well they came towed the car had to go to enterprise to pay a $500 deductible and was giving another car. I was told my insurance was going to pay since I paid my deductible but no. I received photos of a car with damages all over which I did not do. Ive tried contacting all parties and showing my proof that no body damages were done just fluids and was told there is nothing I can do because Im responsible for the vehicle until it comes back to them and I said if the car was in your employees hand why am I responsible. Will like to file a ************* all 3 businesses for improper conduct. Towing company insurance company enterprise I have tried for years to resolve this issue and nobody wanted to help me not sure if you need to bill for towing company because I was being charged for towing and the name of insurance company that wouldnt give me any information nor help me
Business Response
Date: 01/28/2025
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: 02/14/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 02/15/2025
Better Business Bureau:

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

Sincerely,

***** ****
Customer Answer
Date: 02/15/2025
I have been trying to open to respond and only see information that I sent to you downloading everything to see response

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