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

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

Initial Complaint
Date:10/04/2024
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 2014 ********************* was stolen while I was on a mission to help a 103 year old relative go to the emergency room. My wife is on a ****** So, being without a car is not an option. I was taken to Enterprise on **************** in ******* I explained my problem. They rented me a huge 4 Runner for the Ridiculous price of 1400 dollars. I couldn't argue because of my wife's disabilities, and I was 300 miles from home.After getting back to ********, I took the 4 runner, and the price sheets to my local Enterprise dealer in *******, ********. They said that Enterprise doesn't rent cars or sums at that one day price. They agreed that I was ripped off!! I tried to call Enterprise ****************** They refused to help me!! I need help getting my money back! I don't mind paying a fair price for the four runner. By the way, because my car was stolen my insurance company is paying for my current car rental with Enterprise at a very reasonable daily rate Please help me get my 1400 dollars back!!!!****** A. *****
Business Response
Date: 10/19/2024
Thank you for the opportunity to respond. Management spoke with the customer and agreed to process a refund.
Initial Complaint
Date:10/04/2024
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 made a reservation (with confirmation # **********) for a vehicle rental pick up for Sept 1st 2024 at 9:00am at -********************************************************************************************************** I made this reservation several weeks in advance with a price of $765.00 On Sept 1st. I arrived at this location to pick up my rental car to find out that this location was closed for the day. I needed a rental car for this date because I was scheduled to be traveling out of town. I was forced to find a different location ASAP and the only other location was at my local airport. ************************ Enterprise Rent a Car. I explained the situation to the Augusta Regional location and they told me they would not honor that price and I had to pay $1,100 but Enterprise Headquarters said that they should honor that original price and that I would be reimbursed the difference when I return from my travels. I've spent several weeks on the phone trying to get reimbursed the difference but keep getting the run around. It's like pulling teeth to try and get a return phone call. I cannot recommend Enterprise Rent a Car and I will never use them again.$1,100
Business Response
Date: 10/10/2024
Thank
you for the opportunity to respond. Management spoke with the customer and
processed a partial refund.
Initial Complaint
Date:10/04/2024
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.
On September 19, 2024 I decided to secure a 1- one way/3 day mid size standard SUV using the closest location in *****************. I made this reservation online. My elderly parents (both in their 70s) live in ** and my mother's health has been rapidly declining in the very recent past. So, time was of the essence and so it was also with regard to hurricane ******.Upon receiving the vehicle, it needed to be jumped twice and I was encouraged to put myself into ***** way (to go to the airport after dark to switch over to another vehicle because I was told that the office was working with a very small ******* crew via ******* and **** when I told them that i did not feel comfortable with this solution). I was also told by all employees (on multiple occasions) that 'everything would be taken care of on the back end' as soon as the vehicle was returned. On 9/23 I was promised by ******* to have an immediate refund of $206.97 in addition to an additional 3 days added because of all the inconvenience. He also included multiple apologies and thanks toward my patience. Additionally, he promised that '*****' would be in touch but I never heard from ***** until later in the week when he called to inform me that he felt I owed close to 2 THOUSAND additional dollars (of which they attempted to already have run through my bank without my permission). After multiple attempts of trying to get ahold of this office (voicemail box is full), I received a voicemail from **** who felt it necessary threatening to call the police, after I had already returned the vehicle to its final destination. I kindly request a refund for my entire reservation ( in the amount of $1073.43 which includes the $300 deposit) as WELL as the$206.97 that I was promised as WELL as an apology from **** ****** for trying to illegally charge my card without my consent and also from **** for threatening my well being. If anyone should be calling the police, it should have been me. Thank you.
Customer Answer
Date: 10/05/2024
Hello. Thank you so much for your help and assistance. Please do not hesitate to reach out to me at any time if you are in need of anything else further.

The address to the Enterprise location is:
*******************************************************************************************
Customer Answer
Date: 10/09/2024
I spoke to ***** and I received an apology and asked what she could to fix this situation. She stated after speaking to the pick up office the best she could do was offer me a small amount of money to which I declined as I was promised a refund to my card ending in 7292. I did not appreciate the tone in which I was spoken to and she let me know she would be responding to the BBB.
Business Response
Date: 10/23/2024
Thank you for the opportunity to respond. Management spoke with the customer regarding their experience and followed up with the employees involved. Management addressed the disconnect in communication, rental inconveniences,and customer concerns. Management offered compensation and a partial refund to resolve.
Initial Complaint
Date:10/03/2024
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.
I am a very frequent business traveler and after a very long time I decided to rent with Enterprise. I rented a car for a week from their ********, ** location on 9/21. The car was reviewed with me and then I checked it out. Within 20miles on the Interstate it started giving me issues. The check engine light turned on. The **** also started showing low tire pressures. I also found garbage in the back seat storage. After reaching ** I visited the nearest Enterprise on *********************. I did this by stepping away from busy work as I was worried about my safety due to the car. They sent me a different Wichita Enterprise location saying they didn't have any replacement cars. When I asked them to check with the other Wichita location for inventory I was just handed over a contact card for the **** ** Wichita branch in hand. I was compelled to keep the car and I kept adding air to tires. I again got on the interstate and drove 6.5 hrs back. After getting back I visited the ********, TX branch to return the car and since then have been trying to give this feedback and share this experience with the branch manager (Ousman) but he has not yet called me back. I have called the branch 3 times and asked for a store credit and response soon. There is still no contact.
Customer Answer
Date: 10/04/2024
Enterprise Car Rental
************************************
Business Response
Date: 10/17/2024
Thank you for the opportunity to respond. Management offered compensation and resolved the matter.
Initial Complaint
Date:10/03/2024
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 used enterprise because of an accident and through my insurance agency (*****). I requested a $30/day vehicle so that I could have maximum number of days in vehicle to allow for repairs on mine. I did not fi d out until after being charged that the cost of my vehicle per day was significantly more ($43/day). By this time they had already charged the card I left on file. I called the store and spoke with an employee who said because the case was closed through insurance coverage they couldn't refund but could apply the money forward to any additional cost then refund any extra. 1 month after turning the vehicle in instead of being refunded i was CHARGED an additional ~284. I called right away to see why I wasn't receiving a refund but instead had additional funds taken. They promised to get this taken care of. Over the next couple months I had to call daily to try to get answers. Once I was left on hold for 2 hours then disconnected when the branch closed and left to call back the next day. Eventually I was told I should receive 2 refunds. I did receive the first amount but never received the second allotment for $300 dollars which I had be told was already approved and being processed. Again I had to start calling everyday to try to get information. The employees were not returning my calls, so wouldn't answer my questions, some out right rude and now they just tell me the one person who "knew about my case" always seems to be off or on lunch and never returns my calls. I have still never received my other portion of my refund
Customer Answer
Date: 10/03/2024
5550 Ridge Ave, Cincinnatti, OH 45213
Business Response
Date: 10/04/2024
Thank you for the opportunity to respond.
Management processed a refund.
Initial Complaint
Date:10/03/2024
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 reserved a car on October 3rd and was denied the rental which caused an expense of $240 to get where I need to go from ********** ** to ***********. There was a miscommunication so I left to return with proper payment which they knew I was coming back and was told that my car was no longer available that I would have to wait 30 minutes to get a car . I was upset and expressed my frustration with the word dammit and was accused of cussing so they cancelled my car and refused to work with me. I was given a ride to the airport and couldnt get a rental so I had to take a taxi to ***********.
Customer Answer
Date: 10/03/2024
The address you requested is
***********************************************
*******************
Business Response
Date: 10/08/2024
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and offered compensation to resolve the matter.
Customer Answer
Date: 10/09/2024
Better Business Bureau:

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

Sincerely,

********* *********
Initial Complaint
Date:10/03/2024
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 recently rented a vehicle from Enterprise for a trip from ********** to **********. During the booking process, I selected the "Premium" category, which was indicated as ******* Maxima or similar" with a quoted price of $73. I expected a standard sedan, but was instead provided with an ****. Without any prior clarification or discussion, I accepted the car, assuming it fell under the originally booked category.Upon returning the vehicle in **********, I was surprised to see a charge of $230. On enquiring about the discrepancy, I was informed that I was charged extra for the miles driven. As a Presidential member with **** and an Executive holder with National, I have never faced unexpected mileage fees with similar rentals.Furthermore, when I contacted your customer service team to understand these charges, I encountered an unhelpful and impatient response. The representative cut the conversation short, stating that someone would call me back, and then abruptly ended the call. I understand that perhaps I should have reviewed the rental agreement more thoroughly, but I feel that the customer service experience and lack of clarity contributed to my confusion.I acknowledge my oversight in not verifying every detail before renting the car, but I also believe I did not deserve the experience I received, both in unexpected charges and the lack of professional assistance. I kindly request your assistance in providing clarification on these charges.
Business Response
Date: 10/16/2024
Thank you for the opportunity to respond. The corporate account on the rental agreement stipulated a mileage fee of $0.40 per mile when returning to a location other than the pickup location. Management spoke with the customer and processed a partial refund to resolve.
Initial Complaint
Date:10/03/2024
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.
This is regarding a car rental 9/12-9/16/24. It was a 2 1/2 hour wait for a rental, despite a reservation, and we did not receive the 4WD reserved. On the evening of 9/14 in ********, ******** the rental car developed a flat tire. We changed the flat while calling Enterprise roadside assistance. They reserved a replacement car for us at the ***** location for the next morning, saying they have a 50/50 rule, not to drive further than 50 miles or go over 50 mph. Aspen is more than a 50 mile drive. The next morning we started the drive, calling to double check the reservation when they opened. The Aspen location said they didnt have the reservation and they had no cars and I would have to fix the car myself. There were no repair shops open, so we paid for a mobile repairman to come to us $221.84. He said the tire didnt have enough tread to patch the hole. The car was a 2023 with 16k miles, they must have been used tires. I called roadside assistance again and they advised me to wait until the next day and drive to ******. A day of my vacation wasted. I called roadside a third time while driving to ******, telling them I didnt feel safe driving so much on a spare. They told me I would have to be in one location for 6 hours in ****** to wait for a replacement car during business hours. That was Sunday night and we were leaving Monday. When I dropped off the car I was told no managers were available to help with the complaint but they took a picture of the receipt of the attempted repair and was told a manager would call us. They did call us, but despite promises, we have not been reimbursed. They credited $322 back to my account, but $300 was the deposit they said is refunded at the end of the rental. I paid ******. I expect a full refund for the inconvenience, danger, and vacation time lost.
Customer Answer
Date: 10/04/2024
The location of the Enterprise office where we picked up the vehicle was 2255 Broadway, Denver, CO. I also interacted with three customer service reps via their roadside assistance hotline and one person from their Aspen, CO office.
Business Response
Date: 10/14/2024
Thank you for the opportunity to respond. Management
processed a refund as of 10/07/2024.
Customer Answer
Date: 10/16/2024
Better Business Bureau:

I have reviewed the business' response regarding complaint ID 22351789 and am satisfied with this resolution.

Sincerely,

Jennifer Gauerke
Initial Complaint
Date:10/03/2024
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.
On October 1, 2024, I contacted this business about renting a car. I spoke with the manager Mrs. ********** and she told me to come the next day at 4 pm as there would be a sedan waiting for me. If I was willing to be in a small suv she could have one available at 1:30 pm the next day. I wanted a sedan and told her so she said to come at 4 the next day. My own car was in an accident and was not drivable. I was upset because I had to cancel an important doctors appointment in ******* because she had nothing available that day. But I rescheduled the appointment and went to the branch at 4 pm as instructed. When I got there, the assistant manager ****** told me that they only had a small suv available. Although someone had just turned in a sedan but it had not been cleaned yet. I could have it if I was willing to take as is. When I sat in the car it smelled like weed. I told him that this was unacceptable and I wanted to speak with the manager. He gave me the number to the store where she was located. I kept getting a busy signal. I decided to call the **************** and escalate my concern. He called the manager directly and came back to tell me that they would not rent to me. Stating that I was rude and had escalated the concern. I was stranded without a car. They are the only rental place in our town. They finally gave me a ride home but did not offer anything else. I am on disability and have MS. ** is not good for me to get so upset and to be stranded as I am now without a car. These people should be kept accountable for their actions.
Business Response
Date: 10/14/2024
Thank you for the opportunity to respond. Management reached out to the customer, addressed their concerns, and provided contact information to coordinate the next reservation.
Initial Complaint
Date:10/03/2024
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.
I rented a vehicle from this establishment when i had a car accident. The first car they gave me had mechanical problems where the car was rented to me without an oil cap and my family had to go to the hospital to get checked up due to inhaling 9 hours of fumes not realizing the car was the issue. the car was changed out in **********. I was not informed that I can only use the car through insurance for only 30 days i ended up keeping the car for over 60. I had a problem getting ************** to cover the bill. There was a little back and forth with the bill in any event I ended up paying Enterprise over $4,000 for the entire rental.. because of the back and forth Enterprise placed me on a DNR list (Do Not Rent) when the problem was resolved. I was told by the branch manager that she was sorry what I was going through and she would take $450.00 off the bill which never occurred, but instead I was placed on this list. I paid the entire balance in full which was automatically debited from my account and paid in full throughout my objection. I would like to mention that I was never informed that i was on such a list. I reserved a car in ********** in September 2024 to visit my father who is gravely ill with Alamo. When i arrived off my flight to rent the car i was told I was on this list and could not rent a car. I was stranded. Im a senior citizen in a area where i did not know anyone and stranded. I had to have my niece come from ******** to pick me up I called Enterprise 8 times and was told by the customer service *** team that someone would get back to me **** then **************** call several times and no one returned their call either to this day 3 weeks later. I am requesting assistance in getting removed from this list.
Business Response
Date: 10/14/2024
Thank you for the opportunity to respond. Management spoke with the customer and shared their rental privileges have been reinstated.

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