Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

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

4,424 total complaints in the last 3 years.
1,649 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:11/16/2022
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 rented a car from Enterprise Car Rental (********** & #*********) received citations from the DMV. However, this was in November of 2021 and I provided copies of paid tickets and I'm still on the DO NOT RENT LIST a year later! I've talked to several different people sent emails to ********* ****** *******, ******************* and numerous others. Still no resolution, I'm in need of a vehicle and cannot rent from Enterprise, National or Alamo because of negligence from this company.
Business Response
Date: 12/08/2022
Thank you for the opportunity to respond. Our Citations team has reached out to D.C and they show one payment for these citations, and those payments match our payment date and time. The website shows a zero balance because we made a payment for the citations. We explained to the customer that the City of D.C does not take double payments, and we will need her payment confirmation receipts with the ticket number and date of payment. As of 11/18, the customer stated that they would reach out to D.C. to see if they could provide a copy of their payment to provide to us. The customer has not provided that proof of payment to our citations team, but if they are able to obtain it, we encourage them to send it to our citation email so that we can resolve the situation for them.
Initial Complaint
Date:11/16/2022
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 have been repeat customers of Enterprise. The latest incident at their ************, IN location involved a new employee named ******* that was ornery and obstinate. We had never had trouble at that location before. We were given an upgrade due to a problem with the car we were given. I confirmed verbally we would not be charged extra, and ******* agreed. Upon return of the vehicle, we were charged a $50 damage fee for a blown accessory fuse, which would normally be considered wear & tear, an upgrade fee, and for gas although we has bought prepaid fuel. We were ultimately charged approximately $110 extra from what was on the rental agreement. I contacted the rental counter, enterprise customer service, and their collections unit by email and phone, each on at least several occasions. We were met with obstinate employees, some of which hung up on us, and were told managers would return phone calls that never did. For the review I left on Yelp, Enterprise responded asking me to send them an email and gave me an email address. Sent said email, which was never responded to. We disputed the extra charge with our credit card company, who ultimately gave us credit based on our documentation. The rental counter proceeded to send us to collections saying that we owe the $110. We received two letters, both of which I answered explaining the situation. The second letter told us that we would know longer be able to rent a Enterprise until we paid the $110 . I was told by the new person working at the rental counter yesterday when I called again that a district manager (also new) would call us back. He never did.
555 W North St
************ **,
Business Response
Date: 11/17/2022
Thank you for the opportunity to respond. Here is the response from local management:

"I just spoke with *******, and he was frustrated on the billing side. He kept it a day more than his original reservation but thought that is what he reserved it for. On top of that there was a fuel billing issue for $27 on top of the $50 charge.

I went ahead and processed the refund for the customer and he was very thankful. He has my info if he needs anything else, but he said he was very appreciative for the call."
Customer Answer
Date: 11/17/2022
Complaint: 18413103

I am rejecting this response because:

This isnt the same issue. They are confused. However, because of turnover at the Enterprise location the manager, who was new, did finally reach out and was accepting of the issues we had. They agreed that the counter clerk at the time of the rental did not exercise common sense and was being *****. We still had a lot of trouble getting to this point, and the collections group at Enterprise were obstinate and hung up on us. However, they did finally adjust the bill and allowed us to rent from them again.

Sincerely,

*****************************
Customer Answer
Date: 11/17/2022
They gave us a billing adjustment and apologized for the problems we had with the previous employees.
Initial Complaint
Date:11/16/2022
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.
Hello, I am reaching out to express the extreme disappointment of my recent enterprise experience. I was given a rental in *********, ** in association with Concierge while they were repairing my vehicle. The vehicle was returned a week ago today. Well, I have received several calls throughout the week looking for the vehicle. I told every representative I spoke with the same thing, that the vehicle was turned in when my vehicle was picked up on 11/5/2022 in the 9 am hour. Concierge did their job and advised enterprise that the vehicle was turned in and ready for pickup. Well, enterprise didn't pick up the vehicle until yesterday evening 11/11/2022. I remember 2 names for sure ******* and ******* (who was a supervisor). One of the others was ********/******** I believe but I am missing one. I was left on hold for over an hour to speak with a supervisor on 11/11/2022 who never picked up the call. But when I called back this morning 11/12/2022 I was advised by ********/******** that they picked up the vehicle on 11/11/2022 and received the vehicle with damage. When I received the rental it was filthy with dirt and bird f**** to the point where you couldn't even open the passenger door without touching the f**** It was also damaged as if it had been in a collision before. All of this was communicated prior to taking possession of the vehicle. Thankfully ***** from Concierge was able to call and speak with ******* from enterprise and let him know that he spoke to another rep advising that the vehicle had been returned in the same condition it was delivered. ******* eventually called me and confirmed that the vehicle had been picked up and they were advised that the vehicle was ready for pick up when I originally returned it but the representative never relayed that information thru the proper channels which led to me being harassed by enterprise all week. All I hear about are the horror stories of vehicles being reported stolen and the renter having in fact returned th
Customer Answer
Date: 11/19/2022
Tell us why here...************************************************
Business Response
Date: 12/06/2022
Thank you for the opportunity to respond. The customer wanted to discuss the experience and ensure that this did not happen to any other customers. Management discussed with her the processes we have in place to ensure the experience and offered their contact information should they have any further questions.
Initial Complaint
Date:11/15/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a reservation to pickup a rental a 12 pm , today. I received a call at 11:43 am to inform me that a vehicle would not be available until 2 pm. I received a call 15 mins later informing me there were no vehicles available at 2 pm and that the reservation has been cancelled. I called customer service and was told the manager would reach out to be in 24 hours. I’m disappointed lack of professionalism, in this interaction was handled. Confirmation #**********.
Business Response
Date: 11/17/2022
Thank you for the opportunity to respond. The Area Rental Manager reached out to the customer via phone and email apologizing and offering a solution. The customer did not answer either form of communication. The branch also reached out to this customer with no response. We circled back with the employee that spoke with the customer to coach him.
Initial Complaint
Date:11/15/2022
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.
I have been trying to rent a car but was told that I was on a "do not rent" list, but was not given a reason all I was told was to get in touch with someone, they had given me the number to call, and I did but never heard back from someone. This was over a year ago. So I tried again back in September, this time I reached out to someone on the social media team, and per usual they never got back to me, all they kept telling me was that their team was looking into the matter and would be in touch soon. As I said, this has been an issue for well over a year now, and as a reason as September, that is not more quickly. I know there are other rent-a-car companies out there, and I have no problem going to them, but I for one hate that I have been ignored by a company when I want an answer and a resolution. I have no problem publicly telling people about my issues with this company and the dissatisfaction that has come from it.
Customer Answer
Date: 11/16/2022
Okay, so yes. The email that was most likely on hand would’ve been ********************** the phone number most likely would have been either ************ ** ************
Business Response
Date: 12/07/2022
Thank you for the opportunity to respond. Management was able to speak with the customer and discuss the reason. After the customer said that this helped him remember the situation, management sent a portal where the customer could make a payment if he wished to be removed from the list. He also sent a phone number if the customer needed any documentation or addition questions regarding the claim/charges.
Initial Complaint
Date:11/14/2022
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 car from SeaTac Airport. They were emailing me asking if I needed to extend my rental. I told them I needed to extend the rental by phone. I turned the vehicle in. I tried to rent another vehicle from the location on 3505 S Tacoma Way, Tacoma, WA 98409. They told me I was on the do not rent list. They told me I owed them a balance. I have an invoice showing a zero balance from my previous rental.
3150 S 160th St Ste 508 Suite 508, SeaTac, WA 98188
Business Response
Date: 12/07/2022
Thank you for the opportunity to respond. The customer is no longer showing as being on a renter suspension list.
Initial Complaint
Date:11/14/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contacted Enterprise several times regarding this issue and have been told repeatedly that I will be contacted directly by the branch I rented from, but it has been weeks and I have not been contacted by them. On my recent reservation, agreement 7L05C6, I was overcharged ***** and would like a refund. The amount I was overcharged by is the sum total of the following three items. 1) "**" - At the time I picked up the rental vehicle, the attendant verbally informed me that the additional insurance (presumably referring to the ** charge) was ***** GBP. According to the receipt, I was charged *****. This results in a difference of ***** which was charged but not agreed to. 2) "Premium Location Fee" - On the reservation, this charge is shown as $104.77 (*****). However, when I received my final receipt, it shows that I was charged ******. This results in a difference of ***** which was billed but not agreed to. 3) "Value added tax" - On the reservation, this charge is shown as $125.73 (******). However, when I received my final receipt, it shows that I was charged ******. This results in a difference of ***** which was billed but not agreed to.
Located in: *******************************************
Address: **************************, ********************************************************************
Business Response
Date: 01/10/2023
Thank you for the opportunity to respond. This was resolved 12/16/22 by the area manager *************************. This was a training issue where the staff member did not communicate clearly and the charges were reimbursed to the customer.
Customer Answer
Date: 01/11/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:11/14/2022
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.
This business has owed me $80.00 for my car rental security deposit of $50.00 and $30.00 for what they accidently charged my debit card. They have admitted fault to this and keep telling me I will receive the refund in my bank and I haven't received anything. I rented this vehicle back at the end of September.
Enterprise car rentals
***********************************************************
**********
Business Response
Date: 12/06/2022
Thank you for the opportunity to respond. Management reached to the customer and left a voicemail confirming that the funds had been released, but that they may be taking longer to to process due to it being a debit card authorized as a credit card.
Customer Answer
Date: 12/06/2022
Complaint: 18394683

I am rejecting this response because: I have not received any funds that are owed to me.

Sincerely,

*******************************
Initial Complaint
Date:11/14/2022
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 Feb 9 2022 I reserved a car for 5 weeks (July 12 - Aug 18 2022) at a cost of ******* CAD from National Rent a Car. When I returned home to ****** after my vacation, I realized that my credit card had been charged TWICE; once for ******* CAD and again for ******* CAD. So, I was charged ******* CAD + ******* CAD = a total of ******* CAD. But my reservation was for *******. I have telephoned National Rent a Car five times and sent them six emails since discovering the problem on August 18th 2022. Each time I get a different agent, promising that a manager will contact me within 5 to 7 days. No one from management has ever contacted me. They did refund me ****** CAD on Sept 14 2022, but I do not know what that amount corresponds to, nor do I understand why I wasnt refunded the correct amount of ******* CAD.They still owe me ******* CAD. I would greatly appreciate your help in this very frustrating matter.
Customer Answer
Date: 11/15/2022
Dear BBB,

We rented our car online, but we picked it up and dropped it off at the ****************. Here is the address:
National Rent a Car
*********************** Airport
975 ***********************
****** ** H4Y1H1
******

Also please note that the address on the email I received from you is erroneous. I do not live in *****************. I live in ******.
********************
5 rue de la Source
44700 *******
******

Thanks very much.
Best regards,
********************

Business Response
Date: 11/22/2022
Thank you for the opportunity to respond. This has been addressed with the customer, and they are happy with the resolution. We have refunded the customer and will be helping her with a future rental.
Customer Answer
Date: 11/23/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********************
Initial Complaint
Date:11/13/2022
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.
My parked and unoccupied vehicle was hit by an Enterprise rental. There was a police report with witness that confirmed the hit and run and gave a statement to Enterprise. The report also listed the vehicle VIN number confirming this was Enterprise’s rental. The representative from Enterprise also told me they are not accepting liability but they are not officially denying my claim saying I did not have enough evidence, but they want to keep the claim open in case any “new” evidence comes up. All relevant reports and photos pertaining to this claim are available.

During the claims process with Enterprise I was told the other driver first denied being involved in an accident and now she is claiming I had hit her car and ran away. My car was parked a few houses from my residence and I have the piece of the Enterprise rental that she left behind while fleeing the scene.
********** ***** * ******** ********* ****** *** *** *** ****** ****** * **** ************* ******************
Business Response
Date: 12/06/2022
Thank you for the opportunity to respond. The response from management is attached.
This response is submitted by Rental Claims Services (“RCS”) on behalf of Enterprise RAC Company of Baltimore, LLC dba Enterprise Rent A Car (Enterprise).
This complaint arises out of an alleged auto accident involving a rental vehicle from Enterprise. The accident is said to have occurred on 7/16/2022 in Towson, MD. The complainant has filed a claim for property damage to their vehicle with us.
The complainant, who was not present at the time of loss, alleges that an Enterprise vehicle hit his vehicle while it was parked and unoccupied. A witness who was outside at the time said that the front of a large black SUV impacted the rear of the complainant’s vehicle. A license plate number was provided to the police for an Enterprise rental which is a blue Toyota RAV 4 (not a large SUV nor a black SUV.) A hit and run police report was filed by the complainant.
The Enterprise renter also claimed she was the victim of a separate hit and run accident that day and she also made a report to the police. In this accident a gray/silver sedan reportedly side swiped the rental vehicle, and the sedan then left the scene.
The description of the hit and run vehicle provided by the witness is not consistent with the Enterprise vehicle and the damage to the Enterprise vehicle does not match the points of impact that were reported by the witness. The Enterprise vehicle has no front-end damage. The Enterprise vehicle does have side swipe damage starting at the rear of the vehicle which is consistent with the accident with a gray/silver sedan the renter reported to the police.
Based on the differing statements, differing vehicles descriptions, and differing points of impact, we sent our file to an accident engineer expert to review and opine if the two vehicles did impact each other. Based on their findings, the damage supports that the Enterprise renter did impact the complainant’s vehicle and the loss occurred as the complainant reported. Therefore, we are now resolving his property damage claim.
We apologize for any inconvenience to the complainant and hope this will now resolve his BBB complaint.
Customer Answer
Date: 12/07/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

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