Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

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Important information

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

Complaints

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

Customer Complaints Summary

4,453 total complaints in the last 3 years.
1,607 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:09/25/2024
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.
RA #: 5BJNLT Invoice #: ************ I was double charged for a rental that was suppose to be at a rate of ***** per day per ***** at the branch and the person (female) whom intially starterd my rental I tried to resolve it with the manager at the ********, ******** location but it led to nothing but horrible customer service and the blame game by the male manager that I spoke with at 12:50p 9/25/2024 at the location. I need somene to contact me fix this matter and over charge at once please
Business Response
Date: 10/03/2024
Thank you for the opportunity to respond. Management reached
out the customer several times but left messages as they intended to address
the matter. Management processed a partial refund to the card on file in an effort
to resolve.
Customer Answer
Date: 10/04/2024
Complaint: 22338860

I have reviewed the business' response and am rejecting it because:
I am not satisfied with the outcome. I was called from a number where a call can't be returned. No direct way to make contact as I do not baby sit my phone and I have priority too.
I was quoted a daily rate 30 per day as per my previous contractby an employee at the Oaklawn location at 9:54a on 8/10/24.
Now this employee is unreachable and I was even charged for the vehicle when I didn’t have it in my possession while sitting on their.
I require a conversation to resolve not vm messages with no way to return calls.
Why avoid the proper communication without a call back?
I've made calls and get either placed on hold for eternity or hung up on

Sincerely,

Jeffrey Battles
Initial Complaint
Date:09/25/2024
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.
A reservation was made on August 16th for a rental car on September 23rd while my car is in the shop. I called the morning of the 23rd to confirm the reservation, I was told yes to be there at 1:00. When I got there the man said we don't have any cars available until at least the 25th. I have called their corporate number 3 times and I am on day 3 without a car.
Business Response
Date: 10/11/2024
Thank you for the opportunity to respond. Management has reached to the customer via different mediums but has been unsuccessful in establishing contact. Management provided the customer with contact information in emails and voicemails as they intend to address the concern with them.
Initial Complaint
Date:09/25/2024
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 rented a vehicle from this location, and it was not safe to be on the road. The vehicle was in poor mechanical condition and unsafe to be on the road.None of the vehicles on the lot appeared to be road worthy and all had physical damages to all of them.We had to go to ** and get a safe vehicle. On the return trip from ** that vehicle began to give us mechanical troubles as well.I have spoken to the initial Office as well as the complaint lines at ************** and ************ on several occasions and continue to be referred back to the ****************** No one has provided any resolution and the Manager in Roslindale refuses to take any responsibility for our lives being endangered in an unsafe vehicle.
Customer Answer
Date: 10/04/2024
I enclosed a copy of the rental agreement with my initial complaint. The location I rented from is as follows:
**********************
********************
**************
Confirmation number # **********
Also these are all the number that I have called for assistance with no reply.
************ - corporate
************* - J ****** manager local branch
************ - corporate escalations
I have spoken to at least 5 people at these numbers and was told ****** was going to issue my refund as it has to be done from the local office. To date no one has returned my calls or followed up to resolve my request for a refund.
Myself and the other 2 passengers in the vehicle were at a great risk of danger due to being in a vehicle that was not safe to be on the road.

Business Response
Date: 10/30/2024
Thank you for the opportunity to respond. Management processed a refund on 10/11/2024.
Customer Answer
Date: 10/30/2024
Better Business Bureau:

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

Sincerely,

****** *******
Initial Complaint
Date:09/25/2024
Type:Customer Service 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 returned my rental car on Sunday around 6:30pm. Agreement number *********. I had shoes in the trunk of this car. As I arrived, it was raining and by kids were with me. This caused us to rush upon exiting in the rain. I did not grab my shoes out the trunk. At 7:00pm I could not reach the agents at this location, only the call center who told me to go online did submit a lost item request. Which it did at 7:11pm reference number ********. At 8:08 pm, I get an email saying they havent located my shoes. I know for a fact my shoes were in the truck, I asked management to call me and review cameras because at this point whatever inspected that vehicle has stolen my shoes. I am now being ignored by the facility and not one manager has called me. I want to report theft and an investigation.
Business Response
Date: 09/27/2024
Thank you for the opportunity to respond. Management reached out to the customer to share the shoes in question have been located.
Customer Answer
Date: 09/30/2024
Better Business Bureau:

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

Sincerely,

********* ****
Initial Complaint
Date:09/24/2024
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 08/14/2024 we rented a car with enterprise in ******, **. The rental was while our vehicle was being fixed at a local shop. My insurance company authorized the claim, everything was correct. I was told they needed a credit card to place a deposit of $300, so we gave them the card and the transaction was processed and the money was paid from our bank. We were told it was a deposit only and the money would be returned upon returning the vehicle. I have rented cars in the passed with this same procedure no problem there. We returned the car on 08/28/2024. It is now 09/24/2024 and we still have not gotten the $307.41 back. I have contacted the local store. The first time I called the gentleman said there was an issue with my account and only the manager could fix it because it was no closed out properly, a mistake on their end he said. The manager was supposed to call me back and never did. Today, a few days later, I called again. Was told the same exact thing. Was told to call in 30min because manager ***** was in meeting, when I called back no one answered. I called back 4 times and no one answered. I then proceeded to call my office number and they picked up, put me on hold and then hung up. When I called right back, no one answered twice. I would like my money back. There is absolutely no reason it was not yet returned. The gentlemen that told me it was a mistake on their end said it wasn't a big issue but it had to be done by the manager. I find my money not being returned a big issue for me. Please help.
Business Response
Date: 10/14/2024
Thank you for the opportunity to respond. Management has reached to the customer on three occasions to discuss the matter but has been unsuccessful in establishing contact. They intend to speak with the customer directly.
Initial Complaint
Date:09/23/2024
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 rented a vehicle from Enterprise (**********, **) while my vehicle had hail damage being repaired. I rented the vehicle August 9th to 30th. After the vehicle was returned I received an invoice for a speeding citation that happened in ******** on August 11th. This ticket was from a traffic camera(the person driving was not actually pulled over). I never drove the vehicle to ********. While I had the vehicle I only drove it 264 miles (documented by Enterprise). ******** is 400 miles from me so it is not even possible for me to have driven there. I also have a video of the vehicle in my driveway about 2 hours before this speeding ticket occurred. ******** is 6 hours away, again not possible for me to have driven there. The photo on the citation appears to be a prius or something similar. I rented a ****** Murano (SUV) so the vehicle in this citation photo and the vehicle I rented are not the same. I have provided all this information along with photos to Enterprise over a week ago. They still charged me for the citation and an admin fee. They did reply to my email stating they did an investigation and I was reimbursed. As of today 9/23 I have not been reimbursed and cannot get any response from Enterprise. I am not sure why I was charged in the first place. When will I be reimbursed? rental agreement # 5BLT67 citation # TP005930567 enterprise complaint request #*******
Business Response
Date: 10/04/2024
Thank you for the opportunity to respond. Our Citation team reached to the customer and apologized. They ensured the refund is now being issued properly.
Initial Complaint
Date:09/21/2024
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.
We rented a vehicle from Enterprise and we were told the car would have a full tank of gas. When we got it, the tank was not full. We immediately advise that they have to update the information. The attendant told me that it will be fine and will not get charged so long returned at the level. I asked him to make sure he at least puts a note. Enterprise still charged for fuel that I was not responsible for. After many calls, they told me only the local branch who rented the vehicle for us can refund. Many claims were submitted and the next opportunity I had, I stoped by the branch to request the refund. They told me they cannot help that only a manager could and ask me to drive around to a place that had a manager. As of today, nothing has been resolved and I am just given the run around. If I was promised a vehicle with full tank but given one with much less fuel and on top charge for what they did not provide and on top make it impossible to get refunded is unfair business and I feel is a scam. Imagine all the people that this happens to who cannot recover because they could be disabled, elderly or simply live far away! It is not fair and customers need to be protected.
Business Response
Date: 09/24/2024
Thank you for the opportunity to respond. Management processed a refund for the fuel charge.
Customer Answer
Date: 10/05/2024
Thank you for your help here.
Customer Answer
Date: 10/08/2024
This is issue has been resolved, the business refunded my money.
Initial Complaint
Date:09/20/2024
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 08/10/24 I reserved a rental in advance with a pick up date for 09/21/24. i rent on a monthly basis, so I was surprised I didnt get a call on 09/20/24 to confirm my rental. I looked on the app and my rental was cancelled without notification. This rental was done by using the points that I have earned which I assume is the reason for the cancellation
Business Response
Date: 10/10/2024
Thank
you for the opportunity to respond. Management contacted the customer, offered
compensation, and created a new reservation to resolve.
Initial Complaint
Date:09/20/2024
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.
A few years ago I rented a vehicle from an Enterprise in *********** at ****************************************** I was overdue on the rental so it was kept for a few days over. I ended up having to get dropped off at the airport so I had my brother return the vehicle for me. The balance was paid and everything was clear. However over 4-5 years later, I am still on the do not rent list for a pending balance that has been paid already. Anytime I contact customer service over the years, they always take down my information, and claim someone would reach out to me from their management team. I have yet to get a response from either of these people. Ive sent several emails, as well as called several times, and used the chat option directly on the website. Ive yet to get this issue resolved. I should not be on the do not rent list for a balance that has already been paid. Im asking to be removed from this list, and someone actually reach out to me about this matter from 5 years ago to get resolved. My drivers license number is ***************
Business Response
Date: 10/04/2024
Thank you for the opportunity to respond to the complaint. Management has reached to the customer several times to discuss the situation but has been unsuccessful in reaching customer. Unfortunately we cannot take further action at this time.
Customer Answer
Date: 10/05/2024
Complaint: 22316746

I have reviewed the business' response and am rejecting it because:
I have called MIKE back several times and he has YET to return my phone calls. Years later he's claiming there was some type of damage on the vehicle which is a complete lie. Upon returning the vehicle to the location I did a walk around with the representative at the location and he signed off on the return NOT informing me of any damages. I would have a balance sent to collections if there was damage on the vehicle. I would not be reaching out YEARS later about an issue that was never resolved if I knew there was damage on the vehicle. MIKE is a liar and when I called him back 3 times, the rep who answered the phone put me on hold each time then came back and said he is not available. This issue has yet to be fixed.

Sincerely,

Iman Shaw
Business Response
Date: 10/10/2024
Thank you for the opportunity to respond. Management has
reached to the customer but left messages as they were unsuccessful in establishing
contact. They intend to speak with the customer directly.
Customer Answer
Date: 10/11/2024
Complaint: 22316746

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

I have spoke to Ryan in Risk Managemnet at phone number 310-210-3440. He assured me that I will be taken off this Do Not Rent list after explaining a few things to me. However, I have yet to be removed from this list.

Sincerely,

Iman Shaw
Initial Complaint
Date:09/20/2024
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.
This is ****** ****, reservation#**********, on 8/2-8/5/2024 at ***************. My reservation total is $65.98. Before I made reservation with Enterprise, I did call for few times and confirm if there is any mandatory insurance purchase for renting the car with you. All the agents told me that no mandatory, but when I pick up the car on the date of 8/2/2024, the front desk said insurance purchase is mandatory and I have been charged out of my wish for the insurance cost. At the checkout day, I have been charged for $110.79, which is almost double cost from my original booking price. After get back from trip, on the date of 8/19/2024, I reached customer service, called ********, he said that he has raised the complaints because he also said that the location should not charge me in force, so he said the refund will back to my credit card approximately $50 dollars, he asked me to wait for few days on email updates. I asked for case number, but he said there is only internal records, and employee ID provided to me. However, I have not receive any update by now, and on the date of 9/19/2024, I called again, and Jeferfon ******* agent, said that he will raise again on the priority case, and wait for management to solve the issue, it is about 1-3 days. I also tried to look for executive management team that can solve this issue soon, so that I do not need to keep waiting and calling again for this issue. Please advise if you can refund for the cost that I have been forced to pay for, and refund total $50 promise from your agent. Thank you
Business Response
Date: 09/24/2024
Thank you for the opportunity to respond. Management ascertained company policy stipulates that third-party damage protection is mandatory for rental agreements *********. This information appears in a prompt when booking a reservation. This policy is also available on the company website at ******* Downtown Car Rental | Enterprise Rent-A-Car or ******************************************************************************************************************** if not hyperlinked. We apologize for any inconvenience this may have caused the customer.
Customer Answer
Date: 09/24/2024
Complaint: 22316155

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

My reservation total is $65.98. I have been charged for $110.79. Before I made reservation with Enterprise, I did call for few times and each representatives on your company confirm there is no any mandatory insurance purchase for renting the car. All the agents told me that no mandatory, but when I pick up the car, the front desk said insurance purchase is mandatory and I have been forced to pay for the extra money that I do not plan to have. Again, on the date of 8/19/2024, I reached customer service, called ********, his employe ID#*****. He said that he has raised the complaints because he also said that the location should not charge me in force, so he said the refund will back to my credit card approximately $50 dollars, he asked me to wait for few days on email updates. Due to long wait and no update, on the date of 9/19/2024, I called again, and Jeferfon ******* agent, said that he will raise again on the priority case, and wait for management to solve the issue, no updates again. Please advise if you can refund for the cost that I have been forced to pay for, and refund total $50 promise from your agent. To emphasize, each representatives of your company did confirm to me no mandatory insurance purchase to rent a car, therefore I selected enterprise at my booking. Thank you

Sincerely,

****** ****
Business Response
Date: 09/27/2024
Thank you for the opportunity to respond. Due to the circumstances, we will be taking no further action.

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