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

4,424 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:11/11/2022
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 for 89.99 a day !
And I picked up the car right before closing but returned the car around 8PM after hours so they HAD the car in the morning and continued to charge ME for an additional day and then rented the car to someone else ! The car company should not get to steal 89.99 from me ! Especially given when they opened they HAD the car for the entire business day ! I want a partial refund because this is double dipping !
Enterprise - Clarksville TN
pea ridge road
Business Response
Date: 11/15/2022
Thank you for the opportunity to respond. A refund for $101.54 was processed for this rental. Management attempted to reach to the customer to discuss this further but has not been able to reach them yet. The additional amount was originally charged because the rental was returned after location closing hours, but it is being refunded in an effort to resolve the complaint.
Initial Complaint
Date:11/11/2022
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.
Reservation #******
On Saturday, October 29, 2022, I picked up a vehicle from the ********* ******* Enterprise Rental Car location. I was given a Jeep as my rental, because they stated that was all they had at that time. ******** ****** the Enterprise Representative informed me that there was an issue with the tire pressure and if I had any issues he would switch it out if I brought it back. About 4 or 5 days later, I returned the vehicle to Enterprise because the dash board displayed low tire pressures in 3 of the tires.

Next, I received another Jeep. I specifically asked if the vehicle had any problems. I was informed that the vehicle was fine. On Thursday, November 10, 2022, I went out during the evening to assist a friend. This is when I discovered that the front left head light was out. On Friday, November 11, 2022, I spoke with an reservationist at the Reservation Center. I explained my dilemma and he informed me that he had sent an expedited request to the ********* ******* location for them to contact me. I had requested an upgrade for my inconvenience. The reservationist assured me my issue and request would be addressed.

Two hours passed and I had not heard for the ********* ******* location, so I decided to go into the location. When I arrived I explained what had happened, and stated that I had requested an upgrade for my inconvenience. An African-American female stated that she had not read any of the emails, but she would take care of me. I was told that they had a vehicle for me at the ****** Enterprise location.

At the ****** location the manager stated that he had a vehicle for me. After waiting an hour, I was given another vehicle. When I questioned the rental he stated that was all they had, but I could come tomorrow and he would exchange the vehicle. As I drove away I cut the radio on to find that the dashboard did not work. I could not change the channel or cut down the volume on the radio. I have received 3 deficient vehicles.
**** ******** *** ********* ******** ** *****
Business Response
Date: 12/02/2022
Thank you for the opportunity to respond. Management spoke with the customer. Customer has been upgraded to a Cadillac XTS for the remainder of the current rental. A $100 voucher towards their next rental, which expires in 1 year, was also offered.
Initial Complaint
Date:11/11/2022
Type:Order 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’ve been renting from enterprise for 7 months straight. There were issues with me not receiving my points from them for several months and they’ve been telling me they are working on it. In the meantime I’ve had to pay out of pocket until my points are available. I came in this week to pay on the rental vehicle, and for whatever reason the card didn’t go through. I checked my balance and the money was there, so I was told to come back the following day. Unfortunately my stepdaughter was killed in a car accident earlier this week, so when I realized I wasn’t going to make it over to enterprise I tried calling. I got no answer after holding for over 10 mins so I hung up and planned to come in to pay it. When I got here, one of the employees told me they needed the keys to check the tires, and when I gave him the keys he said they would not be renting to me b/c I was behind on the payment. I explained to them everything that happened, and all of the money I have spent with them over the past few months as well as being in constant contact with manager ****, and not once was I told they were going to take the vehicle, until I came to the store for payment. Now I’m stranded
**** ******** **** ********** **
Business Response
Date: 11/29/2022
Thank you for allowing us the opportunity to review ******* ******’s concerns and provide a response.

In reviewing ******* ******’s rental history, there were multiple issues regarding payment and contact, originating in August 2022, and resulted in escalation with our Risk Management Department in November 2022. At the time the rental was terminated on November 11, 2022, $301.29 in Enterprise Plus Loyalty Points had been applied to the rental, and a balance due of $720.36 remained. Throughout this escalation period, our employees advised ******* ****** that we could not make any extensions of the rental due to the contact and payment issues. We have also since learned ******* ******’s rental vehicle involved in an accident on October 2nd, 2022, was being operated by an unlisted and unauthorized driver at the time of the loss, which is a violation of our rental agreement. Due to these issues, we are unable to continue our business relationship with ******* ****** moving forward.

As it relates to the concerns surrounding the Enterprise Plus Points, the long-term rental from June 15th, 2022 through October 4th, 2022 would not qualify for an Enterprise Plus Points accrual as this was using a heavily discounted pricing structure through an insurance company’s negotiated rates. This discounted rate resulted in significant savings that amounted to $53.29 per day when comparing the daily rates of this insurance company to our standard retail rental rates.

Thank you for allowing us to respond to ******* ******’s concerns, and please contact me at the below should you have any questions or concerns.

Sincerely,

****** ******
**** *******
************
*********************
Initial Complaint
Date:11/11/2022
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.
I purchased my vehicle November 2021. 10 days after my purchase the car broke down and left me stranded on the side of the road. Enterprise took an entire week to get my car into a shop. I had to call them regularly to even get something scheduled. Once it was finally scheduled (I had to call them to find out if they even set anything up) they told me a location but told me they had no idea of the time or day they made my appointment. I had to call the service center to find out when they scheduled me for. I was not provided a rental and had to figure out transportation for myself for 11 days while my car was in the shop. Upon getting my car back it was still not fixed. I had to make another appointment. This appointment did not happen until last month, 6/2022. So I was stuck with a car that did not work properly for 7 months. Lets add to this that I still do not have a permanent tag for my car. I have gone to the *** myself more than 3 times to obtain temp tags because a permanent has still not arrived. When I asked ***** (manager) originally why I had not received a tag yet he stated my *** must be backed up. I informed him that I checked with the *** they are not backed up and do not have any record of my tags. He then gave me a number to call but told me I have to call myself because he does not have the time. After calling they informed me that they had been trying to contact Enterprise for MONTHS because the papers they submitted were missing their signatures. They just keep emailing me a temp tag that I have to print and tape on my window. Getting in contact with anyone over the phone is impossible, they will only email me. I have requested a call from them multiple times via email informing them that I cannot get a hold of anyone but they refuse to call. I have reached out to the ***************************** email multiple times without response. They have no support team or customer service. I am desperate for help at this point.
Enterprises Car Sales
*****************
White MarshMD, 21162-1815
Business Response
Date: 11/22/2022
Thank you for bringing this matter to our attention. We have worked with **************** to resolve her concerns with the vehicle. With regards to the tags, we have continually worked with the DE *** to get Ms. ******* vehicle registered. The DE *** has consistently operated at a 60 day lag over the last year and unfortunately, there were several instances of the *** rejecting the registration paperwork for various reasons and we worked diligently each time to have it corrected and resubmitted. Most recently, we re-submitted Ms. ******* registration paperwork to the DE *** on 10/31/2022 and are awaiting final review from the *** processing team. We apologize for this inconvenience.
Initial Complaint
Date:11/10/2022
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.
Was put on DNR list by manager at ***** at the ********* airport by a manager who didn’t like how I was talking to her. The manager was not trying to assist me with a walk up rate for military and stated she wasn’t able to assist when I’ve done it before, I’ve had other verbal alterations with the same manager and she lied to another manager stating I called her out of her name. I stated that it was always an issue when dealing with her, I went to pick up a car I reserved to find out she put my on the do not rent list. I was asking for a walk up rate because I know the associates get commission off of those instead of booking it online and I was already at the airport. She was combative with me and when I gave her the same energy she didn’t like it.
Business Response
Date: 11/29/2022
Thank you for the opportunity to respond. Here is a response from our management team:
"Hello,

After reviewing this customer’s complaint and her rental history we’re opting to not reinstate her rental privileges. The renter had multiple contracts at different branches which began the “failure to return” process. The renter has been combative with multiple Enterprise employees. The area manager of the ********* area has attempted to reset expectations with the renter in the past so they could continue to do business. The renter was told that she could no longer swap out vehicles at the different branches and could not start verbal altercations with branch staff. The area manager stated to the renter that if she had issues she could contact him directly. The renter continued to rent and quickly after went to AZO airport in an attempt to swap out where a verbal altercation was had again.

At this time we’re opting to discontinue future business.

Please let me know if more info is needed."
Customer Answer
Date: 11/29/2022
Complaint: ********

I am rejecting this response because
I didn’t have a rental with them at the time of dispute, why I stated it was always an issue with this specific manager because that was a totally different situation which was resolved and I agreed that I couldn’t swap out for a different vehicle. Those incidents where weeks apart from each other, the incident that led her to putting me on the dnr was I walked up asked for a walk up rate for a rental car for my mother because they use the military discount when they rent, she was combative with me first and stated she couldn’t help me with that and I stated it’s never an issue when I go to any other locations in doing a walk especially when the representatives get commission based that’s what I told them after she went to the back they were able to help me get the rate and I left. She is making it seem as though I come in combative each time she was extremely rude and instead of defusing the situation she was irritated and her tone and body language said it as well. I out my own mouth had a sit down with the location and they went over not swapping vehicles out and I stated that was ok after they had already did it and everything was resolved it was a f150 that I swapped out of. During the time of this incident again I did not have a rental through enterprise and have never had any other situation with any other branch. Each incident was with the same female at the ********* location. I live in Arizona I’d like to be able to rent through you all and it really sucks that one rude combative manager has ruined that when I’ve rented from you all for almost 9-10 years. With no issues

Sincerely,

*** *******
Initial Complaint
Date:11/10/2022
Type:Order 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 rented a car (******** ,** OldHook Rd.Branch location)for less than two days with a total mileage of than 27 miles. ** the time of inspection for pick up ,I questioned the trainee rep about the Scratches, bumper damage, and exterior dirt on the vehicle. I was told by the representative that enterprise is not concerned with Scratches that are less than a dollar bill or bumper damages..I did not receive any rental agreement to sign at that time.Vehicle was driven home and garage kept until the following day! When I returned home a rental agreement was forged with my signature! I also have been notified by my credit card, that $500 have been charged on my card which are unauthorized! I have already contacted the corporate office and have been guaranteed a callback from the regional manager the same day 11/9/22. -which has not occurred! Six calls again today to the corporate office for which have been disconnected and to where I have been told as well as yesterday, that my issues havent escalated. As of now I have not received any communication from Enterprise CarRental.I am filing this complaint for a number of reasons including the forgery of my signature on the rental agreement, switching of vehicles at the time of rental,Accusations of pre-existing damages on the vehicle which are false,and unauthorized charges on my credit card. Although,I have requested the name and phone number of the regional manager a number of times, they would not provide this information. I am still waiting for a return all from the-regional Manager or *****************
Business Response
Date: 11/15/2022
Thank you for the opportunity to respond. Management spoke with the customer. She is content with the resolution. Her card has been refunded and Damage Recovery Unit has shut down the claim. They provided her with personal information in case she ever needs anything in the future or has any concerns that *** arise.
Customer Answer
Date: 11/15/2022
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. I was waiting to confirm that the credit was put back on my card for the charges that they issued. I received confirmation of the credit just five minutes ago. I think you, as always for your assistance.

Sincerely,

***************************
Initial Complaint
Date:11/10/2022
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.
Rented a vehicle from the airport at ******** *******. Drove from ******** to *********. Had to stop twice due to low air alert in right rear passenger tire. Contacted company as soon as i arrived at destination. Was given a reference number ********. Was told i would b contacted first thing in the morning to swap out vehicle. This was on the 3rd of November, left on the 8th and no contact from them what so ever. No credit provided by them and still have heard nothing. Reservation was made under my wifes name ***********************.
*********************************************************
Business Response
Date: 05/12/2023
Thank you for the opportunity to respond. A refund was processed for out of pocket expenses for the rental.
Customer Answer
Date: 05/12/2023
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:11/09/2022
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 through enterprise rental and my insurance with farm bureau was responsible for $40 a day. I was told by a male salesman it would only be out of pocket $1 and some change per day out of pocket after insurance. After driving the original car I picked up I brought it back the next morning due to so many issues with the car. I was told by another sales person I could get in the RAV4 for only $2 and some change a day so I agreed. She told me she would take care of everything. I then get a call on a Friday around 5pm stating I needed to return the vehicle that Monday but when I was asking for all the info etc when in the store I was told I would have a week notice . During the first visit the manager behind the desk ****** said she would handle everyone bc the other sales people were giving out wrong information to everyone that came in there. She assured me there would not be a issue and told me I would only be charged for the $150 for the 30 days and then refunded whatever else that was charged over. Since then they have tried taking a additional $222 and a additional $172 out numerous times. (Total of 5) Ive tried contacting local business and ************************************************************************************ back. I have never received one call or anything. But they can keep trying to charge my card. I then receive a email about me being placed to collections. I went to the local store today and was told all kinds of crazy Information and told I was not a customer of theirs anymore than I was a collections customer and I needed to leave or she would call the police. Ive called, went to locations and tried higher up with no resolution or a response other than being turned over to collections. *** dealt with this almost 3 weeks now and they cant do anything but turn me over to collections when they dont even have a signed document authorizing anything. I need help!
Customer Answer
Date: 11/10/2022
The location of the complaint is for
Enterprise Rent a Car
located at
19821 1-30
******, AR 72015.
Since my complaint they have drafted my account for a extra $172.** after I repeatedly told both AR & TX located they did not have authorization to take out an additional fee until we came to come agreement. They have tried a total of like 10x continually to draft my account and finally got it. This has gotten completely out of hand and this is my insurances responsibility. Ive been lied to numerous times, taken advantage of and had my account emptied out due to these individuals. This situation has put me and my child in a terrible situation to begin with.
Business Response
Date: 11/11/2022
Thank you for the opportunity to respond. The Area Manager has processed a refund for the amount the customer felt was overcharged.
Customer Answer
Date: 11/11/2022
Complaint: 18364313

I am rejecting this response because:
The refund will only be a total of $205.74. My account was drafted for $150.00 originally and was told by salesperson almost full amount of it was likely going to be credited back. After I returned the vehicle with only a 2 day notice but was told I would have a week notice bc i voiced my concerns due to not having another vehicle. When I returned the vehicle you attempted a total of 5x to run my credit card without having any verbal or written consent. Not only did that happen you tried another separate time to charge my card $222.**. So a total of only $205.74 refunded is NOT what the customer asked for. A gentleman named **** called yesterday was very short and rude and if I wouldnt of explained to him what happened the entire conversation would of lasted no longer than 30 seconds. Every individual I speak with from this company is very disrespectful and rude and its shows they just care about the money. Im asking for the collections to be removed considering its not 90 days old not even 30 days to be exact. I also want the $150 & $172.00 that was charged refunded. I also believe all my spent time and money spent on this situation (due to charging my account and being unauthorized I need compensated for that as well as it took time out of my day therefore it cost me money. The $205.** being refunded will not be approved.

Sincerely,

*********************
Business Response
Date: 11/16/2022
Management refunded the total of $322.90, and they have stated that they apologize for any frustration experienced over this situation.
Initial Complaint
Date:11/09/2022
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.
Hello this is my thirs time reserving with enterprise. Not only do they call me and say they have no cars they also call me the morning of to tell me! I booked weeks in advance sometimes a week ahead as well and they call me the day of to tell me they dont have anything. I also think because im using a corporate code they deny me as well because of how low priced I pay with the discount! Its unacceptable
Enterprise Rent A Car
Address: *************************************************>City: *********
State: **
Zip: 20850
Customer Answer
Date: 11/10/2022
There was no money put down just my credit card on file
Business Response
Date: 11/22/2022
Thank you for the opportunity to respond. Management apologized for the inconvenience and offered a free upgrade and white glove experience in December or January when she needs travel again.
Initial Complaint
Date:11/09/2022
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 went through Enterprise car rental on starting October the 6th to rent a car because of my vehicle being messed up okay basically barbell ****** went on and told me that it was going to be like a day to rent I had to have my car repay it was going to take a whole day a whole day end up turning till like 4 days to make a long story short I rent it a call from Enterprise like three times okay I had to also put $100 deposit down three times when I went and check one of my credit cards I've noticed that it's been I didn't return the call now it's been like almost over almost going into a second week 2 weeks ago and now I have not gotten my refund when I spoke to several different people at Enterprise they keep telling me always taking care of I even spoke to the manager at all and he said that he spoke to Enterprise and it was taking care of Enterprise refuse to give me my money back I don't know who's playing the game why is a problem that vehicle return to them and it's same condition it was gave to me they signed off on it and everything but they will not return my deposit back and take the whole off my credit cards I've used three different credit cards I don't even know which credit cards was used because I used three different ones if they can make sure that my money is returned to me on all of my credit cards because I paid ****************************** in full they run into call from Enterprise and I paid some money to get my vehicle back so I don't know nobody anything so therefore Enterprise refuse to give me back my deposit or take the whole of my credit cards for the rental of the vehicle.
Business Response
Date: 11/11/2022
Thank you for the opportunity to respond. Management has looked into the situation and made sure that the customer has their money back.
Customer Answer
Date: 11/11/2022
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,

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

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