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

4,423 total complaints in the last 3 years.
1,654 complaints closed in the last 12 months.

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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:09/05/2025
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.
We rented a car from this Enterprise (**************** location, rental agreement number 9BD4GZ) on Aug 14 and our original reservation is until Aug 16th, the original charge amount is $509.15. Our car was involved in an accident and towed on the night of Aug 15th and we reported the accident to Enterprise as soon as the accident happened (night of Aug 15th) and their roadside assistance told us that a recovery request for the car was submitted. The towing company told us they had to wait for Enterprise to come pick up the car and give Enterprise the car key so they were not allowed to give us the key, so we were not allowed to return the car key to Enterprise ourselves. However, our reservation was changed to be from Aug 14 until Aug 20 (we are assuming Aug 20 was when Enterprise successfully recovered the car) and we were charged $1508.66 in the end without our permission and without notifying us. We believe that we should not be charged extra days of rental because Enterprise delayed the recovery. Therefore we requested a billing adjustment to our original reservation amount (from $1508.66 to $509.15, therefore amount of money disputing is $999.51) because the late return of the car was out of our control and an employee at this Enterprise (**************** location) promised us to do this but it has still not been done. We also tried to call this Enterprise location (**************** location) and emailed their employees but have not received any responses regarding this billing adjustment request. Therefore we would like for the business to contact us and help us go through with the billing adjustment ideally, and if not possible we would like the BBB to help us contact the business and request the billing adjustment.
Business Response
Date: 09/12/2025
Thank you for the opportunity to respond. Management spoke with the customer, adjusted the customers invoice, and processed the refund.
Initial Complaint
Date:09/05/2025
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 9-2-2025 I tried to rent a car and was informed that I still owe enterprise which was paid years ago so I was denied to rent a car. It has been on my account for years and has stopped me for renting. My wife called the same day and tried to rent a car and was informed that we was not able to rent due to past debt that was paid, but no one entered into the system years ago. Eventually my wife was able to clear it up after enterprise continued to deny me a rental.
Business Response
Date: 09/16/2025
Thank you for the opportunity to respond. Management has confirmed that the complainants rental privileges are intact as of 9/16/2025.
Customer Answer
Date: 09/18/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The only issue I have is the fact that I lost all of my rental points which I had a lot from ********* which I was unable to use due to mistake from company when they was paid by my insurance.

Sincerely,

***** ******
Initial Complaint
Date:09/04/2025
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.
Dear Enterprise Customer Service,I am writing to lodge a formal complaint regarding the appalling condition of the vehicle I recently rented from Enterprise Rent-A-Car. Despite being a loyal customer for years, this experience was not only distressing but absolutely unacceptable by any reasonable standard.Upon receiving the vehicle, I immediately noticed a horrific odor inside. Upon further inspection of the back seat, I discovered used condoms and what appeared to be bodily fluids. The car smelled strongly of s**** This was a revolting and humiliating experience that left me shocked and disgusted.I have rented vehicles from Enterprise many times over the years and never expected to be handed a car in such an unsanitary and offensive condition. Not only does this represent a gross violation of health and safety standards, but it also shows a severe failure of Enterprises vehicle inspection and cleaning ********** a result of this situation, I had no choice but to immediately take the vehicle to a professional cleaning company. I incurred an additional expense of $125, which I paid out of my own pocket, in order to make the car usable. I am attaching the invoice as proof.This was a deeply disturbing and traumatizing rental experience. It should never happen to any customer under any circumstance.I am demanding:A full refund of my rental charges.Reimbursement of the $125 cleaning expense I incurred.If Enterprise fails to resolve this matter promptly and satisfactorily, I will have no choice but to escalate this further, including but not limited to:Filing a complaint with the Better Business Bureau (BBB).Pursuing legal action in Small Claims Court to recover my costs and damages.I expect a written response within 7 business days confirming how this matter will be resolved.Sincerely,
Business Response
Date: 09/09/2025
Thank you for the opportunity to respond. Management called the phone number provided in the complaint but could not reach the customer. Management contacted the customer via the phone number on the rental agreement. The renter stated everything was great and they had no issues with the rental car or any concerns in general. Please reach out for any further questions or concerns.
Initial Complaint
Date:09/04/2025
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.
August 24 pick up rental and had reservation made since Thursday WL0RVF and they didn't have anything that day came back Friday and they had only smalls cars available so they did not have my reserved SUV small. So came in Sunday morning at 9am and was told *** ******** that he only had vans and to come back later because he usually starts getting renters later so I left came back at 1130am. Checked in and people started getting cars and even a small SUV. I over heard conversation like you missed your reservation but have a seat and I will see what I can do. I was will to pay more out of pocket so if what the insurance was paying $50 not enough I would pay more so ******** knew. Reason why van was not option my mother head doesn't have flexibility and she's tall so it would be difficult getting in and out. I asked ******** why couple of people after me are leaving in other vehicles and you had said you only had vans. ******** said because they have reservation and I said no the gentlemen did not and you gave him the truck. ******** said the last two people I gave them vehicles that are not in good condition. I sat down and continue to wait and i was on the phone and tell my mother in Spanish (mother is handicap and has been waiting in car since 9am in car waiting for her rental ) how I felt that ******** was discriminating me and it was wrong what he was doing and etc a personal conversation after the last person left he kicked me out because he understood everything I saying , ******** said i am not renting you a car so leave. ******** is misusing his position and he should be demoted. Not ok , Freedom of speech and plus i was on the phone speaking to my mother on how i was treated and plus i did not say anything disrespectable and there was no miscommunication , If he can not communicate what he is trying to say or forgets to say a word for instant tell me i need reservation instance of tell me to leave and come back. He dose not know how to talk
Business Response
Date: 09/11/2025
Thank you for the opportunity to respond. Due to the circumstances of the customers previous interactions with a local branch, we can take no further action at this time to resolve this matter.
Customer Answer
Date: 09/21/2025
so what happens next they didnt reply
Initial Complaint
Date:09/04/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a reservation for a car rental at the ************* to be picked up around midnight after I landed. I had a two hour drive to a meeting the next morning. Upon arriving at the rental car counter, I was told there were no longer any cars available due to a recall issue. They knew this in the early afternoon and never contact me to make alternative plans. Who does that?!?! They had nothing else to offer and just said sorry at midnight. There was one other rental car company open at the airport that late and they had one car available that was 6x the cost of my original reservation with Enterprise. I had to take it as there was no other options ***** and Lyft aren't reliable in rural ************). The Enterprise representative offered 500 points to compensate me which does not even cover one day of a car rental. They provided me with the phone number of the Branch Manager, ****** ********, but he never picks up the phone and never called back from my original call. I also was given the email of the regional/area manager, ******* ***********, who never responded to my email. I have two open tickets with Enterprise, no one calls back. The last person I spoke with said that I have exhausted all options and I won't be getting a call back from anyone. The customer service is atrocious from top to bottom for almost 2 months.
Business Response
Date: 09/09/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and issued a refund to resolve.
Customer Answer
Date: 09/12/2025
Better Business Bureau:

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

Sincerely,

**** ***********
Initial Complaint
Date:09/04/2025
Type:Sales and Advertising 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.
Bait and Switch on condition of vehicle
Business Response
Date: 09/05/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Initial Complaint
Date:09/04/2025
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 have experienced repeated vehicle quality and safety issues from the [City/Branch Location] Enterprise location, which have not been resolved despite multiple apologies. Specific incidents:Rental with strong cigarette smoke odor.Rental with low tire pressure warning.Rental that had to be swapped early due to missed maintenance.Most recently, a rental displaying a LOW COOLANT warning that left me unable to drive to work.I emailed Enterprise ************* on Monday, Sept 1, 2025 with full details and documentation. As of Sept 3, 2025, I have received no case number, owner assignment, or resolution.
Customer Answer
Date: 09/11/2025
Rental agreement 98PKR0
Business Response
Date: 09/15/2025
Thank you for the opportunity to respond. Management connected with the customer, addressed their concerns, and processed a refund to resolve.
Customer Answer
Date: 09/19/2025
Better Business Bureau:

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

Sincerely,

**** *******
Initial Complaint
Date:09/03/2025
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.
On Saturday August 30, 2025 I was returning the vehicle I rented from the enterprise facility in ********************************************************* When I arrived I realized that my vehicle was not in the parking spot I left it. I proceeded to go inside and find out where it was. The branch manager ******* **** told me it was towed because I left it in front of a no parking sign that they have at the entrance if the facility. I responded to him that I parked my vehicle in a parking spot inside the faculty parking area, where the representative that had assisted me the previous day said I could leave it. He then told me that my vehicle was blocking other rentals that they needed to get to so I asked him why didnt they call me to move my vehicle and he told me I shouldve not left it there. I responded that the representante said it was ok to leave my vehicle parked there and I would not have left it there to get towed, I am a single parent to a 3 year old and dont have much family in *********** to help me. The conversation escalated to a argument and he didnt want to tell me where my car was or direct me to someone from corporate to get a resolution. I immediately left and got on the phone with customer service, the adviced me to go to the police department and report my car missing. They told I would get reimbursed for the towing and someone from management would call me. I filed the report. I have been waiting for someone to call me and I have not received any phone call to this day September ******. Ive had to pay towing fees and other rental days due to the inconvenience that the representative who told me it was ok to leave my car there. Ive rented from enterprise before and have never had my vehicle towed by them. I would please like some assistance with this issue ????
Business Response
Date: 09/11/2025
Thank you for the opportunity to respond. Management has researched the complaint and determined that our employees did not advise the customer to leave their personal vehicle on the premises. Management also confirmed that no parking signage is displayed on site. Management has communicated this information with the customer and informed them that we will be taking no further action to resolve.
Customer Answer
Date: 09/12/2025
Complaint: 23834738

I have reviewed the business' response and am rejecting it because:
I was allowed to park in their location. I did receive a phone call from *** the district manager/owner. His explanation seemed inconsistent to me being that he is believing his employee after telling me he will investigate into it searching into cameras and speeding to other employees which he did not! He also stated he will be getting more no parking signs to make it more clear and look professional leading me to believe that they are at fault but will not compensate me for this issue theyve caused!

Sincerely,

**** ********
Initial Complaint
Date:09/03/2025
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 am writing to formally address an unsatisfactory experience I had at the ****************************************** location on August 28. I came to pick up a rental vehicle following a car accident that totaled my vehicle.I found the behavior of the staff, particularly a representative named *********, to be unprofessional. During our interaction, he provided misleading information about what documents I needed to bring. While a female employee was willing to reduce the deposit to $1, I noted that this was against policy. After driving 30 minutes to retrieve my card based on this information, I was then informed by another representative that they indeed accepted payments through Chime, which was contradictory. The woman had said they didnt. I had reserved a ****** Altima for pickup the following day at 10:00 AM. upon my arrival, I was informed that the vehicle was not available, and the alternative vehicle presented was not the same size that my insurance adjuster had approved. When I inquired about this discrepancy, Alexanders demeanor changed, and he asserted that he owed me no explanation. I expressed to him that I felt his response lacked empathy, especially considering my recent hospitalization from the accident.When I requested to speak to another staff member for assistance, ********* abruptly stated, Im canceling the transaction, and he subsequently called the police, claiming I was a threat based on our conversation. The police officer who responded was understanding and did not agree with his assessment of the situation.I later received a notice from Enterprise placing me on a "do not rent" list, which is quite inconvenient for my work and school commitments. I believe this action may be retaliatory, as I have not engaged in any inappropriate behavior and simply sought assistance after my recent ordeal.I would like to formally report Alexanders conduct and request that this matter be escalated to corporate for further review.
Customer Answer
Date: 09/03/2025
Id like to be removed off the Do not rent list. The manager ********* bases this decision based on retaliation, personal preference and unprofessionalism. I truly didnt anticipate an accident, I was hit. Enterprise did not express empathy to me as a crash client. Im saddened that Im without a vehicle.
Business Response
Date: 09/08/2025
Thank you for the opportunity to respond. Management has researched the complaint. Due to the circumstances of the customers previous reservation, we can take no further action at this time to resolve this matter.
Customer Answer
Date: 09/08/2025
Complaint: 23819088

I have reviewed the business' response and am rejecting it because: I have submitted video documentation of the incident which was pre recorded to local law enforcement. The video shows incompetence, discrimination and a falsified police report.

Sincerely,

Diamond ****
Business Response
Date: 09/11/2025
We have reviewed the complaint brought forward and will not be taking further action at this time.
Initial Complaint
Date:09/03/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 10, 2025, I rented a car from Enterprise *******/******, and returned it on May 17, 2025. We were told we could return the car across the street at the Hertz car rental return because we were returning it at 4:15 a.m. and Ent. would not be open. We had an early flight and were assured that ***** took Ent. early returns. That is what we did. We took a picture of the car there, and asked the attendant if all was good. He told us yes and we left and came home to **. On the following Wed. 21st I got a text message saying we still had the car. I called customer service explained everything; was assured I would get a return call which I did not. I attempted more than several times to contact the location but you have to go through customer service every time. I had to repeat the situation every time and was constantly assured I would get a call back. I never did. I was even told that it was red flagged and elevated to the area manager and I would now definitely get a return call. I never got a call from anyone at Enterprise. When I received the statement, they had charged me 5 extra days ($443.43) because they didn't find the car in the Hertz parking lot for those 5 days. I disputed the charge with my credit card company, they agreed with me and credited me. Now, I have received a letter from consumer collections. I contacted them, reiterated what happened and they contacted the manager at *******/Durham and he has denied adjusting the statement because he states they tried to contact me with no response, and it took them 5 days to find the vehicle. First of all, not once did they contact me other than two texts messages saying I still had the car which, I responded immediately. They can not charge me for a car I did not have. This is extortion. It is not my fault Hertz or Enterprise lost the car in their own parking lot, and did not communicate with one another. I followed the instruction given by the Enterprise **** to return the car.
Business Response
Date: 09/05/2025
Thank you for the opportunity to respond. Management reached out to the customer a left a voicemail advising that a refund will be processed to resolve.
Customer Answer
Date: 09/14/2025
Better Business Bureau:

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

Sincerely,

***** ********

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