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

4,449 total complaints in the last 3 years.
1,610 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:10/07/2024
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.
On August 20, I contacted the ******************************** Enterprise location to enquire about my work phone that I believed I had left in a vehicle that I had rented from August *****. On August 27th, after reupping my email for a second time the Station Manager, confirmed that my phone had been found and asked for a shipping label to return it to me. I provided a shipping label the same day and the Station Manager confirmed that it would be shipped out later in the day. I still have not received my phone. I have checked the shipping label I provided and confirmed it has not been sent. Both I and my security manager at my place of work have followed up on the same email thread numerous times requesting an update and received no response. Finally, on September 15, I received an email from the Branch Manager, saying "[he doesn't] see the phone [there] anymore, so [his] assumption is that one of the station managers sent this out." Since then I have received no update on the whereabouts of my phone despite multiple emails, calls, and even texts from other Enterprise employees at separate locations who have tried to help me out.I'm extremely frustrated that the Enterprise employees that I have been in touch with have failed to communicate with me and have potentially lost my work phone, particularly as I will be forced to cover the cost of replacing it (~$750) and multiple Enterprise employees have confirmed they have had it in their possession and offered to send it back to me, only to seemingly lose it. It has been over a month since the Station Manager confirmed they have my phone and since I provided a shipping label. I have called and emailed members of the Burlington team literally dozens of times, with minimal response, and no acknowledgement since September 15.
Business Response
Date: 10/11/2024
Thank you for the opportunity to respond. Management confirmed with ***** that the package was damaged in transit. ***** is opening a damaged item inquiry and will relay the result to the customer and our management team. Our management team called the customer to provide a picture of the ***** inquiry form and an update.
Customer Answer
Date: 10/11/2024
Better Business Bureau:

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

Sincerely,

**** ********
Initial Complaint
Date:10/07/2024
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 picked up a rental car from the Enterprise office at ******************************************************************************************** on 9/27/24. I advised the staffperson that I may need to return the vehicle at ******************** in ******* rather than the *********** site. She indicated that would be fine. On the morning of 9/29/24, I phoned the Enterprise customer service # and told the ***resentative that I would need to return the car to ********************. The *** advised that there would be no problem with doing so. He noted that I would receive an email confirmation of the reservation change and someone from the ******* branch would contact me. Neither occured. I returned the car to the *********************************** site and was surprised to learn that I was being charged an additional $100 for not returning the vehicle to the ******************* Neither the ****************** staffperson nor the customer service *** advised me in advance of this charge. Had they done so, I would have returned the car to the *********** site and found an alternative, less expensive way to get to the airport. I completed an online survey a day or two later and asked that an Enterprise *** contact me. That did not occur. I phoned the Enterprise customer service line again and spent 16 mins attempting to explain my situation to the ***resentative who, after all that time, advised that she could not assist me but she would forward my complaint to the ****************** and the Manager would contact me. That has not happened.
Business Response
Date: 10/16/2024
Thank
you for the opportunity to respond. Management processed a refund to resolve.
Customer Answer
Date: 10/18/2024
Better Business Bureau:

I have reviewed the business' response regarding complaint ID 22392738 and am satisfied with this resolution.

Sincerely,

Julie Bansch-wickert
Initial Complaint
Date:10/07/2024
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.
On August 8-12 we rented a large SUV specifically to so we did not need to rent a taxi to transport a 2 month old and 3 year old. We were provided a Jeep Wagoneer. The Wagoneer was valeted at the ***********. When the valet went to get the vehicle it was "locked up" and would only turn on but not start. We spent a lengthy period of time with the hotel and valet attempting to get the vehicle to start. Instead of missing our flight we left the vehicle in the secure valet lot, gave keys to the hotel, and contacted Enterprise. To get to the airport we had to hire a taxi with cost $78.56. Enterprise failed to respond to our issue and failed to refund us the faulty vehicle rental. After numerous calls to the national location and local location we were finally provided with a complaint number [Case QSP ********]. The rental number was *********. After nearly two months of attempting to get a resolution, constant assurances that management would contact us only to have no further contact, we finally are seeking assistance from BBB.
Customer Answer
Date: 10/08/2024
The address is the Milwaukee Airport location with is: 5300 S Howell Ave, Milwaukee, WI 53207.
Business Response
Date: 10/16/2024
Thank
you for the opportunity to respond. Management processed a refund to resolve.
Customer Answer
Date: 10/18/2024
Better Business Bureau:

I have reviewed the business' response regarding complaint ID 22391957 and am satisfied with this resolution. Austin promptly called and we agreed upon a fair resolution. He allowed me to regain trust in Enterprise and thus I will continue to do business with them in the future. Thank you Austin, Enterprise, and BBB.

Sincerely,

Thomas Bailey
Initial Complaint
Date:10/07/2024
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.
rental car damages issue.
Customer Answer
Date: 10/08/2024
I rented the car from *******, ***********
Here is the address- ****************************************************************

But i returned the car at ****** location, ****************;
Here is ****** enterprise location-******************************************************************

Business Response
Date: 11/22/2024
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: 11/25/2024
Thank you for the opportunity to respond. A response is attached
Customer Answer
Date: 11/26/2024
Complaint: 22390854

I have reviewed the business' response and am rejecting it because: I am sending 2 attachments in this message. One is the screenshot of a damage of that same car which enterprise employees showed me at the time of renting this car. And another attachment is the complete details of the cost including the breakdown of each part which enterprise is charging me. Please note that I received this document (breakdown of cost) last week from enterprise and I was so furious and shocked that Enterprise is charging me for the damage which was already there on the car. The damage ( on the bumper and undersheild) was shown by the enterprise employee at *******. The attached picture contains the date and time on which i took the picture.
Through the breakdown of costs, Enterprise is charging me CAD 2224 for the damages which were already there when i rented the car. Now, they are not even listening to this by saying that the case is already with their collection department and I have to pay for everything.

Sincerely,

********** *****
Initial Complaint
Date:10/07/2024
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.
My insurance call this location for rent a car,I used the car for couple day,I return the car they not said anything about the car damage they return my deposit everything is ok at the ********** month later they send a claim to my insurance,they never call me nothing my insurance pay and they still send the bill .they never call me before they just doing a claim with my insurance.know Im paid more for that claim my insurance go up and they continue send bill and call me
Business Response
Date: 10/22/2024
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:10/07/2024
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 had a reservation for a midsize *** and the *** was not ready. We were told the only vehicle was a large full-size ***. The deposit also increased from $100 to $300.We were told the vehicle could use regular gas, but the specifications on the vehicle require high octane gas. Running regular gas will cause wear and tear on the engine.We noticed on the morning of our trip that one of the tires triggered a low air pressure light,25 PSI. We put air in the tire and called Enterprise on Sunday. There were no vehicles available close to our residence. They wanted us to go to an airport which was an hour in the opposite direction. We opted to drive and monitor the pressure which seem to be ******** on Monday morning the tire is reading 8-PSI. Fortunately, we decided to take a portable air tank incase there was a leak in the tire. We have put air in the tire and will look for an enterprise location in ****************Your Enterprise team should have inspected the vehicle and noticed this. Our vacation has been centered around this car. We paid $700 for the rental, and we would never use Enterprise again. The team in ******** are not knowledgeable about the vehicles they rent and do not inspect them. A vacation is supposed to be stress free and we should not have to maintain your ********** a Senior Procurement Director for a national management company, we have a very large travel program and part of my role is to manage the cost and customer experience with vendors. This is unacceptable.
Customer Answer
Date: 10/08/2024
Pick-Up Details
Location ************
Date & Time Saturday, October 5, 2024 @ 12:00 PM
Address **************************************************************************

Phone ***************
Hours Saturday: 9:00 AM - 2:00 PM

Business Response
Date: 10/14/2024
Thank you for the opportunity to respond. Management processed a refund to resolve.
Initial Complaint
Date:10/07/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 28th I was rear ended by a car driven by a driver with Allstate insurance.The other party was 100% responsible for the accident, so they paid for the rental ************ instructed me to rent a car at Enterprise.I rented a car on September 10th.I had heard from Enterprise that ******** had a limit on how much they would cover, so I said I'd like to rent a car without any extra costs.He asked me to sign some boxes and I did as they asked.After I signed, they said that they would charge my credit card but there would be no charge to **** returned the rental car on September 19th and received a receipt.I sent it to ******** and they rejected the part that said *********** said ** is not covered under Allstate's coverage.I complained to Enterprise that I did not want the out of pocket option but was told I could not get a refund because I had signed a contract.He also said that the misunderstanding probably occurred because I cannot speak English well.I never expected that in an accident where someone else was at fault, not only would my car be damaged, but I would also have to pay for the expenses myself.I never dreamed I would be forced to sign up for an option that would incur out-of-pocket costs.I would love to get my money back somehow.
Business Response
Date: 10/16/2024
Thank you for the opportunity to respond. Management established contact with the customer, addressed the customers concerns, and explained the optional protection product.
Customer Answer
Date: 10/16/2024
Complaint: 22385608

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

I have not heard anything from the company since I contacted the BBB until today.
They may be saying that I have been in contact with them prior to contacting the BBB, but am not satisfied with it and am therefore filing a complaint with the BBB.

Sincerely,

******** *********
Initial Complaint
Date:10/07/2024
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 while visiting family in ***** **. I was charged $465.78 on September 24, 2020, which is correct. However, I noticed another charge for $266.11 on September 19, 2020, which I knew nothing about. I contacted Enterprise via their online chat service. They could not determine the cause and forwarded me to their ***************** **************** said that there was no charge for $266.11 regarding this rental and referred me to their ******************************************************************************** researched my credit card charges and said that there was a billing for $266.11, but for a rental made by a man named **** and determined that they erroneously charged his rental to my card. At the time I rented the car the Enterprise computer system was down, and rental agreements were being made manually on paper. I was forwarded to the ***************** who said they could not refund the charge and that a message was sent to the ************************** (OMA) for action and that they would call me soon. The ************************* has not refunded the erroneous charge nor called me. Attached is a copy of my completed rental receipt and credit card charges made by Enterprise Rent-a-Car.
Customer Answer
Date: 10/09/2024
Enterprise Rent-a-Car has contacted me (left a message) and is making a refund for the erroneous charge.
My credit card is now showing a pending refund for $266.11.
Thank you.
Initial Complaint
Date:10/06/2024
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 had an accident on 3/20/23 with an Enterprise Rental car. I was told at the time I needed to pay my deductible of $500 so they could get their vehicle fixed and rented again (which I remember clearly because I thought it such an odd thing to say to me). I did so promptly. The first bill I received just a few days after 4/25/23. It was from the Damage Recovery Unit. They sent me a bill for $15,937.62 payable upon receipt. However in the letter it said if you have reported this to claims to contact their office with the claim info. I spoke with the Geico **** that was assigned to this case and she reassured me she would do everything she could to settle this matter, not to worry. So, I hadn't heard anything for a long time. In August of 2024 I received a harsh letter informing me I owed $10,000. So I thought something is not right, so I called Geico claims where I found out that Geico had been billed $14,552.34 minus my $500 minus $89.00 that Enterprise could not account for. Geico paid them $13,963.34 and Geico has confirmed with me that they promptly cashed the check of which I will try to send to you for proof. September of ******************************************************** I owe their client Enterprise $10,000, again no back up. Don't have any idea nor does Geico why after they have been sufficiently and promptly paid, between us both close to $14,500. I feel extremely harassed. Now I am getting calls on my voicemail from the ****************** NCS **************. Thank you in advance, for anything you may be able to do. Now that this bill has gone to colletions i feel so sick because that says alot about a person and my credit rating was close to 750. Would it be possible for them to undo this damage to my character and credit rating?? Kindly, ***** *****
Customer Answer
Date: 10/09/2024
************************************************
Business Response
Date: 12/04/2024
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:10/06/2024
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 was lied to by an employee of this company. Her lie caused me to be stranded in *********With havin to get home because theres a death in the family and being lied to by a company employee. A company that I have been paying faithfully for the last 9 months faithfully
Business Response
Date: 10/22/2024
Thank you for the opportunity to respond. Management has spoken with the customer regarding the situation. Due to the circumstances of the rental, we will be taking no further action.

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