Auto Rentals and Leasing
Enterprise Rent-A-CarThis 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
- 4,345 total complaints in the last 3 years.
- 1,684 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/19/2023
Type:Billing IssuesStatus: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.
11-13-2022 through 11-16-2022. I rented a car from this company. It was raining and the staff were *******. When I finally was able to leave with the car I noticed there was a cracked window and I mailed the individual that provided me with a card. When I returned the car the agents looked at the window and I told them I emailed them immediately about it earlier. They said there was no other concerns and that the window would not be an issue for us. A week later I got notice that the company was pursuing a damage claim. I informed them I had already been told the damage was not due to me (thinking it was the window). Almost a month and a half later I get notice that they are saying there was damage to the tire area and they wanted over $2500. The date of claim was 11-23-2022 but I returned the car on 11-16-2022. They said that the looked at lube records from two weeks prior to the rental and there was no damage listed at that time. This has nothing to do with the fact that I did not damage it, that the car was rented out after the lub inspection and that they say that the date of loss was a week after I returned the car.
Location involved:
*****************************************************************
Business Response
Date: 05/09/2023
Thank you for the opportunity to respond. The Area Manager made contact with the customer on February 28th after leaving a few voicemails. They discussed her rental experience from November and her concerns with the claims. We apologized for her experience and have shut down the claim. She was thankful for the follow up.Customer Answer
Date: 06/01/2023
Even though we were told that there would be no further action on this claim from enterprise by the area manager we are still being harassed for payment for damage. That was not during the time that we had possession of this vehicle.I have attached the most recent demand for payment. Associated with the claim that we fileyou're through better business bureau. *********** lied to you when they said that they were dropping this.Business Response
Date: 06/29/2023
As of 6/28, the Area Manager has confirmed with our Damage Recovery Unit that this claim has been shut down, and we are not pursuing the customer.Customer Answer
Date: 06/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:01/19/2023
Type:Billing IssuesStatus: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.
Enterprise has charged me for damage to a vehicle I rented. I have no knowledge of this happening during my rental. I have been given the name of a claim consultant to dispute this charge, but she has not returned multiple phone calls or e-mails over several days.Claim #******** The consultant is:******************************* *************** ************** ext.Customer Answer
Date: 01/19/2023
The vehicle was rented from and returned to the Enterprise office at ***************** in Brooklyn, **. Attached is their claim of damages and estimate for repair.
Business Response
Date: 02/09/2023
Thank you for the opportunity to respond. The claim has been closed and the renter will not be pursuedCustomer Answer
Date: 02/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:01/19/2023
Type:Billing IssuesStatus: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've had a rental car for approximately 30 days. I've called to extend the contract multiple times and have been charged multiple times. I've been quoted the incorrect amount to be charged multiple times resulting in a late rent payment for my apartment and associated late fees. I have a voice-mail recording from customer service on 1/16/2023 stating that my balance due was $209 through end of business day. I was subsequently charged $209 that day. I returned the car at close of business. I am now being charged $2,100. This charge has created more issues with my other pre arranged bill payments.
I should not be held responsible for an enterprise employees human error and misquote and subsequent charge. I'm also being told there's damage to the vehicle 3 days after I safely returned it??
Enterprise please contact your ****** ****** branch and correct their mistakes.Business Response
Date: 03/23/2023
Thank you for the opportunity to respond. Management has attempted to reach to the customer multiple times at the contact information provided: five voicemails and two emails since 1/20/23. They do encourage the customer to reach back to them directly if they would like to discuss the matter further.Customer Answer
Date: 04/03/2023
I’ve responded to the business. I stand by my original position.Initial Complaint
Date:01/18/2023
Type:Billing IssuesStatus: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 01/17/2023 at about 2:36pm, Enterprise Rent-A-Car, ************************************************************************. Black 2020 Mini ****** at the car return lane. Rental Agreement # ******.At about 2:43pm, an employee came out from the Enterprise building and inspected the car. I advised him (later he identified himself as ****** and refused to provided last name) the rental was due yesterday (01/16/2023, before 5:00 P.M.). I've brought it in and the person who was inspected the car stated he found hairs and floor mats dirty. It was going to be addition $150.00 fee to clean it. I ask if I can keep it for another day. I will have it clean. I asked how much will it be. He stated $33.74. I said okay and thank him. ****** stated he had to check for damage and the fuel in the vehicle. After he was done. He told me the total charge was $92.08. I told him the employee from yesterday told me it was $33.74 a day. I asked ****** what was the charges or fee? He advised me he don't know and showed me the tablet. I ask him what is that? He said thats all he can do. I told him let me call my insurance and figure this out. At about 2:40pm, I enter the building and another employee helped me. She couldn't find my info. Later ****** walked by and I told her that he was who helped me. I asked him, what was the charges and fee. He stated it was a calendar thing and asked if I wanted to talk to his manger. I told him to please print out the receipt, corporate number, and his first and last name, so I can let corporate know who I was helping me. He printed out the receipt and wrote down corporate number. He handed me the receipt. I asked if his hame was on the receipt. He stated no. I ask him can I please have his full name. He stated ******, you don't need my last name, with an attitude and stated he is the only ******. I handed him the receipt to write his name. He refused and handed me a pen and write it myself. I placed the pen down and it slide down. He yelled at me stated I was rude.Business Response
Date: 02/03/2023
Thank you for the opportunity to respond. ***************** spoke with the customer, and he was looking for a refund and an explanation of his charges. They apologized to him for how the overall situation was handled and told him they would refund the $58 dollars, as he stated he was told he would only be charged for $33.74.Customer Answer
Date: 02/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************************Initial Complaint
Date:01/18/2023
Type:Product IssuesStatus: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 came to enterprise on **** ** ***** ****** ***** ***** ** ***** I initially called on 01/17 to reserve for a pick up for 01/18 my reservation had been in since 01/12 when I called the rep ****** confirmed my pick up but told me to call the morning off to make sure they come. When calling the morning off I was placed on a 30min hold they knew my reservation was through insurance and I needed pick up from a body shop.
They informed me they are short staff and can I take a **** I said I made this appointment to avoid fees, I asked if I **** would I be reimbursed and they said yes take a screenshot of payment after speaking to there manager. Upon arrival the manger ***** then stated they can not reimburse me since I’m not paying anything but this was not told on the phone and they knew it was an insurance rental .The manger ***** was being sarcastic and unfair then stated to me because I was upset no cursing no yelling but voicing how there miscommunication caused me ,He stated I would not be renting here! After I paid money they said they would reimburse after I did every single thing I was suppose to do in order to pick up a car. as I was having a private conversation on the phone he listened in and then said because I voiced how I wasn’t going to handle this the ghetto black way I would be calling corporate. He said oh I’m being race and I said I’m having a private conversation this has nothing to do with race it’s how I’m going to handle the situation!!!! The brands manger who can hear the conversation says nothing as I sit 30mins waiting to speak to him !Business Response
Date: 01/19/2023
Thank you for the opportunity to respond. Management spoke with the customer and a refund is being processed.Initial Complaint
Date:01/17/2023
Type:Billing IssuesStatus: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 8/31/22 I had bought my car to ******** place to have work done on my car. ***** insurance paid for the entire rent a car bill. When I arrived at the collision place there was the car and enterprise car rental represented waiting for me. I told her that ***** insurance is paying for the rental and I should not pay anything?
I was not giving a choice to rent this car they had waiting for me. If they didn't have available the car that the insurance company pays for 100%, I should not pay this $168.19 for here upgrade of the car. I gave no approval to any of this???
When a car is not available they should upgrade with no extra charge. That car was waiting for me at the collection place.
I called ******** ******* few times to dispute this charge and I was recharged???Business Response
Date: 02/03/2023
Thank you for the opportunity to respond. The renter was contacted and a refund was processed to resolve the situation.Customer Answer
Date: 02/05/2023
Complaint: ********
I am rejecting this response because:
The manager of the ******* location where car came from wrote me a email about this situation said he wanted to speak to me. I made 2 attempts I returned the call and spoke to another ******* in that office. I called again left a message for him to call me back and he never did???
Sincerely,
***** *********Initial Complaint
Date:01/17/2023
Type:Customer Service IssuesStatus: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.
Was contacted yesterday to provide feedback about my rental. I said stop in an effort to not provide feedback. As a result I was contacted via a different number for the same company today to fill out a survey about my experience with the rental. At what point does no not mean no and stop not mean stop? Im sure as a man if a woman told me stop texting and I used a different number I would be arrested for harassment. Why am I not afforded the same right??? I shouldnt be contacted via multiple numbers from a multimillion dollar organization who can afford thousands of numbers. I dont want to be contacted ever again by this corporation.
******************************br>Olathe KS, 66061
**************Business Response
Date: 01/19/2023
Thank you for the opportunity to respond. The branch is fully aware that the customer does not want to be contacted in regards to any of the surveys for future rentals. We have apologized to the customer for the automated messages that are sent on behalf of the rental branch.Initial Complaint
Date:01/16/2023
Type:Billing IssuesStatus: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.
They were working with my insurance company on a rental and told me I needed to turn car in by Jan 6th, which I did. When I turned car in. They said I owed $60. I told them that I did exactly what they told me to do for there to be no charges. The employee told me that he would try to work it out with insurance, but I would not be responsible if they couldnt. I made sure he would not bill me before leaving and he said I wouldnt be. Next thing we know, they billed my credit card without permission and refuse to resolve. This is fraud in my mind and no company should be able to treat customers like this.
15380 **********************, **********, ** 63385
Business Response
Date: 01/26/2023
Thank you for the opportunity to respond. Management is refunding the amount referenced due to a misunderstanding created around return time.Customer Answer
Date: 01/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:01/15/2023
Type:Billing IssuesStatus: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 Sir/Madam,
Reservation number: ********** Membership number: ******* Rental agreement number: ****** This is regarding a 1 way rental from Latrobe, PA to Charleston, SC.
I completed my reservation with Enterprise and I was billed much more than initially agreed upon. The initial agreement was for $506.02.
I was incorrectly charged $811.74. This was due to an incorrect extra 1 way charge, plus taxes, added to my reservation.
The extra 1 way charge was refunded, which totalled $231.18, however, the additional taxes were not refunded. I was charged a correct gas charge of $6.10 as I returned the car with a slightly less amount of gas than when I rented it out. Therefore, I was still overcharged $68.44, and so I am requesting that amount be refunded.
So the math is as follows:
811.74 - 231.18 = 580.56.
Take away the gas charge of 6.10 = 574.46.
So I was still overcharged: 574.46 - 506.02 = $68.44
I have reached out twice to have this resolved, yet I have not been successful.
Regards,
*******
Pickup
Friday, November 25,
2022 1:39 PM
******* *******
*** ******** **
***** ***
******** ** **********
***
Return
Friday, December 2, 2022 8:36 AM
********** ***** ** ****
**** ************* **** * ***
*********** ** **********
***Business Response
Date: 02/15/2023
Thank you for the opportunity to respond. The Area Manager confirms discussing the situation renter and has rectified the compliant through refunds.Initial Complaint
Date:01/15/2023
Type:Billing IssuesStatus: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 on a monthly basis for work. I started my dealings with Enterprise in late July 2022 at the Kenner, LA location. I started my current contract on 10/31/22. I renewed my contract on 12/27/22 at the Metairie, LA location on Airline due to connivence. At that time my government issued credit card was charged for fees from December 27 - January 26 instead of being authorized.
I contacted the Airline location to let them know this is not how this has worked in the past and the issue it caused. After being on the phone over an hour about it I was told they couldn't correct my December 27 transaction. I did call the ****** ******** and they seemed to understand what I was saying but said they couldn't due anything about it due to not being their contract.
This really is a shame because Enterprise is collecting a nice revenue for my rental.Business Response
Date: 03/15/2023
Thank you for the opportunity to respond. The ticket was rewritten on 1/19 in an attempt to resolve the situation.
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