Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB has received consumer complaints against Enterprise Rent A Car St Louis which allege the breakdown of cars recently purchased, damage blamed on renters which is disputed by the renters, and poor customer service.

Complaints

This profile includes complaints for Enterprise Rent-A-Car's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,424 total complaints in the last 3 years.
1,649 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:08/15/2025
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.
At some time in late summer 2024, I was placed on a "Do Not Rent" ("DNR") list by Enterprise Rent-A-Car. This process was initially canceled, but restarted without my knowledge. When I went to rent a vehicle to drive while my own was being repaired in November 2024, I was not allowed to rent a vehicle. This is despite having spent more than $7,000 on rentals just that summer. I was informed that this was due to vehicle use not complying with terms and conditions, despite terms and conditions not specifically prohibiting its use. Under Section 4 ("Prohibited Use and Termination of Right to Use", section 3, I am prohibited from using the vehicle for transport unless, i. "Renter obtains bodily injury and property damage liability insurance required of a motor carrier by the state, province and/or federal government where vehicle is rented and/or operated; and ii. Renter and any AAD(s) hold a valid class license for that purpose and comply with all federal, state, provincial (If vehicle is operated in ******), ordinances and ************** short, in addition to my personal auto insurance policy, which was active at the time and continues to be active, I also purchased the vehicle damage waiver directly through Enterprise at approximately $29.99/day.
Customer Answer
Date: 08/15/2025
Hi there, the message I received asked for clarification on which branch I had an issue with. This information is as follows:
Enterprise Rent-A-Car
*************************
*****************

Let me know if there is other information needed from me.
Business Response
Date: 08/29/2025
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.
Initial Complaint
Date:08/15/2025
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.
Enterprise freeway ********************** they did not have any one to pick me up I live in *********** said their worker went home early.I had to give them my card information for a deposit they did not give my deposit back.The rental car needs mechanic work . Scam all the way around take people card information and never give deposit back
Business Response
Date: 08/21/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and processed a refund to resolve.
Initial Complaint
Date:08/15/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from them and I was given a car with over ******km. The car shook while driving and the brakes also shook. The car had not been cleaned and there were empty bottles in the car. I reached out to the person who rented me the car but was ignored. Also received a call from a manager ********* who just made excuses and would not help. This vehicle could have put my family at risk. Confirmation number **********
Business Response
Date: 08/19/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, provided compensation for the inconvenience, and followed up internally.
Customer Answer
Date: 08/20/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I will monitor my credit card statement for the promised $75.00 compensation.

Sincerely,

**** *******
Customer Answer
Date: 09/04/2025
Please be advise that Enterprise Rent a Car has not given me the $75.00 they promised as partial credit. I have no contact information for the man who I spoke with. What do I do now?
Business Response
Date: 09/05/2025
Thank you for the opportunity to respond. Management contacted the customer and confirmed the refund.
Customer Answer
Date: 09/08/2025
Better Business Bureau:

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

Sincerely,

**** *******
Initial Complaint
Date:08/15/2025
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.
When I picked up the rental through my insurance no one ever notified me that i could drop the truck off after hours NOR could I drop it off at another enterprise closest to me OR at the airport anytime before midnight because they close at 1. I have never rented a car before and this was through my insurance and instead of calling and leaving a message saying so they just charged me. Then i called on August 12 about 5-10 minutes before closing and right after i got off to let them know that I might not make it . The phone rung all the way until after 6 when i knew they would not answer the phone again. Leaving me to have to pay $90 for another day of the rental when i hadnt even been driving it for atleast the last 7 days . Why would i need another day for the rental and paying $90 when I just paid $900 to get my own fixed .
Business Response
Date: 08/21/2025
Thank you for the opportunity to respond. Management spoke with the customer and reached a resolution.
Initial Complaint
Date:08/15/2025
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 was in a really bad car accident on August 4, 2025. On August 7, 2025 the other insurance company arranged the rental car with enterprise. I went and picked it up. We walked around the . The employee noted a scratch on the roof which I couldnt see cause Im 5 foot. He also noted Front alignment damage. I pointed out a dent on the passenger side rear door area. And he said oh yes, thats part of the front dent. I said OK. And we agreed on all the good stuff. I signed and went on my merry way.But then I started having problems with the rental car where the battery was dying. I mean, die on five separate occasions. So on Thursday, August 14, 2025 I returned to enterprise to get a different vehicle. At that time there is a different employee who said that the dent inthe passenger side had not been noted before. He then told me that he could not rent me anymore. I spoke to a risk manager, who said there were no previous photos of the dent. Which the employee on August 7 did not take any picture. So now Im left without a car. I am actually renting fromAvis for a couple days just to make sure I get by. But I am very overwhelmed. I feel like enterprise is trying to blame for something they did. I know I didnt cause the dent. I know it was there when I picked it up. And for them to say that it . I dont know why theyre doing that.
Business Response
Date: 08/22/2025
Thank you for the opportunity to respond. Our management team has spoken with the customer and resolved their concerns directly.
Initial Complaint
Date:08/15/2025
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 called ***************** to schedule a reservation. When I called I was given a quote of $240. I asked if first responders discount exists I was told yes a 10% discount would be applied. I asked if enterprise brings the vehicle to you I was told yes and someone would pick up the vehicle would be picked up as well. I was given a reservation of 12pm. 12:10 came I called again and I was told a message would be sent to the office and I would get a call back. 1pm comes and I call ***************** and speak to Giovani who says neither of above is accurate he says he never got a message nor do they apply discounts. I was also told a $300 deposit is required which I also wasnt informed. I asked if any compensation can be given he says no. I called the original number back and ask to speak to a supervisor I can transferred to customer service I then get transferred to escalation who says she cant do anything and has to send another email for another supervisor to call me back. Again no compensation. I called ******** back and he talks over me and tells me he can only give me an upgrade. I dont need a upgrade for only 2 people. He tells me the only address he sees is my billing address. I asked for a pick up to go to his location he says great and hangs up the phone. Enterprise is not customer first I want a compensation. Escalation and ******** were zero help
Business Response
Date: 08/19/2025
Thank you for the opportunity to respond. Management issued compensation to resolve.
Initial Complaint
Date:08/15/2025
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 reserved a car 2 days ago specifically a convertible and then called later that day to request a pick-up. I was informed by an **** that they are short staff and pick up was not possible and by the way my requested car would not be available. I asked for clarification and told me I would have to find a car that has vehicle to my disbelief. So I called another location to find the convertible and that branch to me that what I was advised regarding calling around is incorrect and she would escalate this to upper management and I would get a call. Now a day before my pick up, I received no call and called corporate in the afternoon to confirm and was given assurances that it will be here. Now I am here and no car and no offer to remedy this situation or apology. Called the escalation department and they too just gave vague and unclear responses and no clarity of resolving the situation. This is unacceptable.
Business Response
Date: 08/26/2025
Thank you for the opportunity to respond. Management located a convertible for the reservation.
Initial Complaint
Date:08/14/2025
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.
We rented a car from enterprise June 30- July 14. It broke down 2 days into having it and we were stuck with a compact SUV instead of the van we originally rented. After renting the new car, we were offered a refund of $150. We accepted that and only received a refund of $131. A couple weeks later, we receive a charge on our account of $137 for no reason. We called for 2 weeks to get this refunded, which the manager reluctantly did. Here we are after it finally cleared our account, the $137 comes out AGAIN from Enterprise. This is the worst experience ever and we will not be using them again.
Customer Answer
Date: 08/15/2025
We rented a car from enterprise for 2 weeks at the end of June into July. It broke down 2 days into having it and we were stuck with a compact SUV instead of the van we originally rented. After renting the new car, we were offered a refund of $150 after going back and forth. We accepted that and only received a portion of that refund. A couple weeks later, we receive a charge on our account MORE than we ever received in the first place for no reason. We called for 2 weeks to get this refunded, which the manager reluctantly did. Here we are after it finally cleared our account, the same charge comes out AGAIN from Enterprise. This is completely unacceptable at this point. We have tried to contact customer service, but have not received a response from them yet. The assistant manager and the managers have been extremely rude and not helpful through this experience. This is the worst experience ever and we will not be using them again.
Business Response
Date: 08/27/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Initial Complaint
Date:08/14/2025
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.
On March 25, 2022, I paid an outstanding charge by debit and in person at Enterprise Rent a Car on ******************************, ******* for $***.13. Two months later, May 13, 2022, I received from their own collection agency stating that the outstanding amount of $***.13 was not paid. I immediately sent a copy of the transaction from my bank records by email stating it was in fact paid for to them and never heard back from them regarding the issue. Three years later, I received a letter dated May 9 2025 from Credifax, a debt collection, stating that I had a debt of #***.13 that had not been paid for. I received this 3 years after being accused of not paying the bill in the first place. I again immediately showed the transaction on my bank statement showing that it was infact paid for. I checked my credit score and it was in POOR status as a result of a collection debt. Credifax and I communicated over a few weeks trying to resolve the issue with Enterprise. After another email to Credifax, I received an answer that they "apologized for not getting back to me sooner and that the issue was resolved and that my payment was confirmed and applied and the file is now closed". I was concerned for my credit score as it was in poor status for 3 years. I asked for some documentation asking to show that I was not in the wrong and to rectify my credit score. I received a letter saying that the creditor has been paid and settled and that they have contacted the credit bureau and the file is now closed. My issue is that my credit score has been in poor status for 3 years because of this and I would like it fixed. I would like to put in a complaint for both Enterprise and Credifax and would like my credit score completely rectified from 3 years ago before this occurred.
Customer Answer
Date: 08/18/2025
Unfortunately I cannot find the lease agreement number.
I do not recall this paperwork
Business Response
Date: 09/02/2025
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: 09/07/2025
Complaint: 23746499

I have reviewed the business' response and am rejecting because:
Enterprise did not get back to me when I initially contacted them and I have no indication what the company has done this is far to rectify the situation.
My credit score has been negatively affected for the last 3 years. For 3 years I was never contacted by Enterprise. The issue is that I paid this bill in full from the beginning. I paid debit, didnt have a problem with it going through, why did my payment get to a collection agency. The company neglectfully looked into this situation and brought it to a collection agency 3 years later my credit score is badly affected through no fault of my own I would like my credit score to be corrected.
Sincerely,

******** ******
Customer Answer
Date: 09/08/2025
My intention was not to have the file closed. I respectfully ask that this file remain open.
I only found out about this recently. It was in May 2025 that I received a letter from Credifax that I had an outstanding debt with Enterprise on an item that Enterprise said that I did not pay for. But I did pay for it. Thats the issue. It was paid for by debit
Is the company still willing to speak with me?
Thank you
Customer Answer
Date: 09/11/2025
Better Business Bureau:

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

Sincerely,

******** ******
Initial Complaint
Date:08/14/2025
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.
Date of Transaction: July 25, 2025 (pickup date at ******** NY branch)Amount of Money Paid: - ********************** $435.21 - Paid for SUV (Jeep Wagoneer) ****************: $765.99 - Difference: $330.78 -What Enterprise Committed to Provide: Enterprise confirmed a reservation for a passenger van via their online system. Contacted Herkimer branch 7/24 to confirm reservation, said was good to go. On 7/25- at 7am, customer stated extended service for a van they wanted to give me, 8am office opens, i went in at 9 and no one had tried to reach out to me prior to 9 letting me know had no vehicle for me. The reservation was accepted and confirmed under #**********. The company committed to providing that specific vehicle type on the scheduled pickup date. He said around 10 had found another rental in ******** who could accommodate my request but with suv NEVER MENTIONED COST INCREASE. ---Nature of Dispute: - Failure to honor confirmed reservation - Lack of communication prior to pickup - Forced substitution of a more expensive vehicle without notice or consent as when calling around they kept saying my rate was 120.- Repeated deflection of complaint to local branch with no follow-up - Financial impact due to unexpected cost increase and having to drive to another branch over an hour away. Has the Business Tried to Resolve the Issue? Enterprise corporate has sent four emails stating the issue must be handled by the Herkimer branch manager, but no one from the branch has contacted me. I followed up on August 6 and August 11, and each time was told We will forward this to the Herkimer branch manager. No resolution has been offered.
Business Response
Date: 08/28/2025
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: 08/29/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.

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