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.
1,648 complaints closed in the last 12 months.

If you've experienced an issue

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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: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.
On October 18th I was charged 65.00 and 85.oo dollars then on the 26th of October they took out 119.54 and 59.92 which I didn't authorize them to do . I returned the vehicle and I haven't received my full refund. I have talked with them and called. I feel that they are ripping off their customers and this should be looked into. I would like to get my full refund
I feel what they are doing isn't right.
*** * ****** *****
****** ********
Business Response
Date: 11/15/2022
Thank you for the opportunity to respond. The Area Manager left voicemails for the customer on the 10th, 11th, and 14th of November but has not heard back. If the customer would like to discuss the matter further, we encourage them to reach back to that manager, and they would be more than happy to assist.
Initial Complaint
Date:11/09/2022
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 need to file a formal complaint on Enterprise rental car Center at the **** ********** international airport. I picked up a rental car Monday afternoon. Tuesday morning when I got in it was infested with roaches, so I called the enterprise rental car center that I picked up the car at and they told me to go straight to **** ********** international airport that they would upgrade my car and exchange the car for me. Employee named ******** ******* who by the way, has no customer service. I first got there and they were not going to help me at all because I did not have some type of reservation. He told me I was not a customer of theirs even though I am a customer of enterprise I’m in a car from Enterprise. Finally, he said that there were cars that they were going to sell that they’re not going to sell anymore, and they were being cleaned, he took about 15 customers that came after me took them before me had me waiting there for about three hours to then be 12:30 midnight and tell me that they’re closing and that they do not have any vehicles. During my time there I witnessed everybody that came up with a reservation they didn’t have anyone’s cars that was reserved. They were offering all types of different cars to the customers because they didn’t have it reserved and customers were explaining that they didn’t want that because it’s not what they paid for, and they were not trying to solve anyone’s issues. In front of me they gave the car that I had just turned in full of roaches to another couple and had the audacity to tell me that they bombed it and I said, how do you bomb a car and safely give it to someone it doesn’t take two minutes to bomb a car. He was talking to another couple explaining something to them. Then when I turned around the lights were off and he was leaving and just left me there so, I went after him and ask him because he had advised the enterprise would pay for an **** so I asked, did you order the **** and he tells me no you have to do thta
*** ******** ** ***** **** **** *********** ** *****
Business Response
Date: 11/28/2022
Thank you for the opportunity to respond. Here is the response from Management:
"Area Rental Manager, ****** ****** ******, spoke with Mrs. ******* on Monday 11/14/2022 and apologized for the experience she encountered. ARM ****** provided a discount at the end of the rental. The customer wanted to express her frustration from another location and the original renting location had already exchanged the vehicle. This was resolved."
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.
We often rent ******************************** and I have found in general this location to be well run. I am fortunate to be able to work remotely. Our rental began on 10/24/22. After a 55 minute wait for an agent to assist us, we were told there were no cars. After 45 minutes or so I spoke with the manager who offered us a Chrysler Pacifica Minivan, and while not the *** we requested we accepted the vehicle. My guess is he never added the vehicle to our rental, although he was super nice, very apologetic and I am guessing just very busy.On 11/3/22 I turned in my the Chrysler Pacifica Minivan at 12:15PM to this PSP location. The agent in the return area advised me the car was 'not in the system'. He told me the counter would fix this and I would get my receipt by e-mail in an hour. After 7+ hours later and no receipt I tried to call the location. This is not possible with their call system. The agent at the call center was also not able to assist and asked I call back the next day. I did call back on 11/5/22 and the agent gave me case ******** and said I would get the receipt in 2 - 24 hours and they see this all the time. I have also e-mailed *******************************, ************************* and ************************* who are executives with the firm without a response.The license plate number for the car I rented in ********** was: 9AOR162. Enterprise Rental Agreement 654288031.My guess is once someone matches up the rental agreement to the license plate my rental can be easily closed out. I returned the car with a full tank of gas. Candidly I wish I had thought of this sooner but on the airplane ride back home it occurred to me: Enterprise has no idea what car I was driving for 10 days and upon return had no idea which rental agreement to apply the car I returned. Hence I suspect I am in for some unnecessary additional aggravation which I have endured and need a competent person to assist.I am hoping the BBB can easily expedite this process. Thank you.
Customer Answer
Date: 11/09/2022
1. The address is *********************************************************************** 92262
2. However Enterprise has reached out to me and this matter is resolved to my satisfaction. NO further assistance is needed.
Initial Complaint
Date:11/08/2022
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.
Issue at ******************************************************, location on September 27, spoke with Enterprise resulted in complaint launched on my behalf and confirmed a regional manager would contact for follow up. The matter remains outstanding. My request for resolution to reconcile overcharges.
Business Response
Date: 11/23/2022
Thank you for the opportunity to respond. Management spoke with the customer and agreed that we will be refunding her the Uber charges she incurred, the increased price from one location VS the original reservation, as well as refunding all the Airport Fees she incurred having to rent there VS a home city store.

As well, we assured her we will be doing internal training with the employee that she dealt with that seemed to be very unpleasant. We also had the Area Manager contact her to arrange a discount on a future rental at a different location.
Initial Complaint
Date:11/08/2022
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.
I want a refund for ************ this location has and the service was garbage my receipt RA *********. Please check this VW asap because I saw tape holding up the interior, both FOB keys needed battery replacement and the oil light was on stating it needed to be serviced. I own a VW sports and I know **** well you need to service asap. I wasn't about to drive this anywhere. Got to the service counter two customers in front of me. Not a agent in site over 10 mins. standing. Also check the second vehicle I has was ******* Tucson. The Windshield also cracked. Huge black marks lining the tailgate. Interior was dirty too. The key was hard to open for a person like myself with a disability. The push button was stuck. I had to shake to release the key. This location put me and my child's life in danger. I called twice and was told a manager would call me. Never got a call back. I had to post on ****** review to get a reply and still that didn't do anything. I'm still waiting for a call from higher up. Now I'm reaching out to you for a response hopefully you can help.
THE LOCATION was at *************** ***** Airport *** ******* ***** ****************************************************************** 76549
Customer Answer
Date: 11/08/2022
THE LOCATION was at *************** ***** Airport *** ******* ***** ************************************************************************
Business Response
Date: 11/22/2022
Thank you for the opportunity to respond. Ultimately, the customer was charged for four extra hours, plus an extra day, and the fuel option even though she brought it back at full. We compensated the customer for the extra hours, the *** and one day of rental. We refunded $239 back to her card, and she was happy with the resolution.
Customer Answer
Date: 11/22/2022
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:11/07/2022
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 vehicle via my insurance on October 17th 2022, returned the vehicle on October 27th from Enterprise in Riverdale, georgia
1. when i picked up the vehicle, the oil alert button was on, when i inquired with assistant manager i was advised not to worry about the light because it was only on because the vehicle had to be reprogrammed by the dealership, the morning of october 24th while driving to work at 5 am the oil alert began beeping red, signalling to add oil immediately, i stopped at the nearest gas station, spent $28 in fear there was an issue and purchased the only gallon of oil available poured into the vehicle and all lights disappeared with the exception "check engine light was now on.. i tried calling the location and no answer between 8 am right up until i decided to go in person approx 10 am...i requested a refund for the money i spent and addressed the issue with manage who claimed they can credit my account however he was making excused for misinforming me about the vehicle needing oil from the time of pick up

the current issue now is i paid a $150.00 deposit when picked up, i returned the vehicle on 10/27 and i am still waiting on $82.00 to be refunded to me and its been over a week...the lie, the unprofessionilism is all the same and this experience was not pleasing
Business Response
Date: 11/17/2022
Thank you for the opportunity to respond. Management has reached to the customer directly to resolve this concern. They said that the customer has happy with the resolution.
Initial Complaint
Date:11/07/2022
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 10/3/2022 my husband and I rented a car, with the help of our insurance company ************* through Enterprise in **********, ** on ****************************************************************. Our rental number was 7R2BGL. The employee explained to us about damage waiver. We purchased the damage waiver from 10/3/22 til 10/7/22. We made it clear that we didn't want it after the first week. The employee explained to us that that was fine and if we wanted to renew the damage waiver that we would have to go into a physical location to get it renewed. She explained that if we didn't want it renewed that it would just drop off. She also explained that since we lived in ******* that we could renew it in the ******* store instead of having to drive to **********. We turned in the car on 11/2/2022 once our 30 days were up on our rental. We were given no receipt or anything, we were just told that we were good to go. Two days later we were charged $578.06 on our credit card. They told us that we owed them for the damage waiver coverage for 10/8/22-11/2/2022, even though we did not purchase it for past 10/7/2022. We've spoken to the manager and she is unwilling to refund us, even though we have papers saying we only purchased the waiver for 10/3/2022-10/7/2022, and the employee told us that it would drop off since we weren't signing up for that after 10/7/2022. We are of course upset because we have been mislead and now are being told that we have to pay it even thought our contract says 10/3/2022-10/7/2022. There was no damage to the car whatsoever and it was returned in the same shape it was picked up in.
Business Response
Date: 11/11/2022
Thank you for the opportunity to respond. Management contact the customer, and a refund has been processed for $461.17 for the damage waiver. A new receipt was sent to the customer.
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,

*******************************
Initial Complaint
Date:11/05/2022
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 the 22nd of July, 2022, I rented a car from enterprise/national in Grand Rapids, Michigan. During my rental period, my windshield was cracked. I was told upon returning the vehicle, if I paid $250, I wouldn’t have to go through insurance and that would be it. I decided to pay that amount, and avoid the hassle of insurance. A few months later, I was contacted by ***** * *******, telling me I still owed $286, and if I didn’t pay it within a certain timeframe, it would be sent to collections. He sent me an email saying g that he would be happy to honor whatever was told to me, then proceeded to ignore my email response, leaving em no choice but to pay the amount to avoid it being sent to collections.
***** *** ******* Recovery specialist
Damage Recovery Unit ************ **** **** ************ *** **** *** ****** ****** ***** ** ********** **********************

**** **** ** *** ***** ******* ***** ***** **
Business Response
Date: 11/23/2022
Thank you for the opportunity to respond. Management has reached to both the customer and our Damage Recovery Unit to ensure this is resolved for the customer.
Customer Answer
Date: 12/05/2022
My complaint has not yet been resolved. I was told 3 weeks ago that I would be receiving a refund, and I am still waiting for it.
Business Response
Date: 12/09/2022
The management team has reviewed this and confirms that a refund was submitted in the amount of $286.33 for the claim on 11/23/2022.
Customer Answer
Date: 12/11/2022
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,

***** *****
Initial Complaint
Date:11/04/2022
Type:Customer Service Issues
Status:
UnresolvedMore 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 August 22nd, I rented a Suv from Enterprise. When I called to make the reservation, I was told I would be getting a Tahoe, but they upgraded me to a luxury ***, 2020 Infiniti QX80. One of the male employees and myself did the walk around of the *** and I pointed out every single scratch and dent that was on the vehicle. He even paused and his exact words were, "I'm making sure I put everything down". And this was in regards to all the scratches and buffs that were on the front of the vehicle. So I signed the agreement. I didn't read what he had put down. I get in the *** and then head home to get my mother and daughter so we can head to ********* for a doctor's *********** the next day. We noticed a sensor going off when we exited the interstate to stop at a store to get gas. Didn't think much of it because I don't have a luxury *** like this. I hit a button on the screen and it turned off. This sensor went off the entire trip. I didn't call and ask them about it because they were already closed for the day. I returned the vehicle on Wednesday and stayed inside the store when another male employee went out to get the milage and gas. When he came back in he said that there was damage and immediately told him that all of those scratches were already there and he said that plastic was hanging from under the vehicle on the driver's side. I knew I didn't hit anything. **** went outside with a zip tie to see if she could zip tie the plastic back. I told her that a sensor went off the entire trip and she told me that was the stop and go sensor. I leave and call **** the next day and she tells me that the sensor going off was from an accident. I told her I never wrecked the vehicle. If I had wrecked the vehicle, I would have gotten a police report. She then tells me that they have to file a claim on it. They end up filing a claim on my insurance. This Enterprise is filing fraudulent claims and I told them that they could just take me to court because I wasn't paying.
Business (as entered)
Enterprise Rent-A-Car
********************
******************
Business Response
Date: 11/10/2022
We have reviewed the customers concerns. This matter was reviewed prior to this complaint and our decision was communicated to the customer. We have reviewed this again and attempted to contact the customer directly via phone call and email to discuss the matter and have not received a call back or response from the customer. We consider this matter resolved and handled.
Customer Answer
Date: 11/16/2022
Complaint: 18359534

I am rejecting this response because: it is not resolved. I spoke with ********************* and he said the damage is the under carriage of the said vehicle. He told me that no collision sensor would have went off. He even told me that I could have hit a log. He had maybe his boss send me pics. With the vehicle being a 2020, would a shop not be able to tell when the supposedly collision sensor went off as **** previously stated? Something more can be done. Someone else is at fault for this and they are trying to put it off on me.

Sincerely,

Summer ************
Business Response
Date: 11/22/2022
We have reviewed the customers concerns. This matter was reviewed prior to this complaint and our decision was communicated to the customer. We have reviewed this again and spoke to the customer and sent her pictures, and our decision was communicated again. We consider this matter resolved and handled.
Customer Answer
Date: 11/22/2022
Complaint: 18359534

I am rejecting this response because: Just because you send pictures and communicated with me doesn't mean that I agree with what your saying. From the first set of pictures and the actual invoice, the damage states more than just the under carriage like ***** claims. Furthermore, in his 15 years, he should know that I couldn't have ran over a log in the road without having a wreck. Again, your trying to make me pay for something I didn't do!!

Sincerely,

Summer ************
Initial Complaint
Date:11/04/2022
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 returned a vehicle in ** back in August. We had an incident where a person on a motor bike struck the driver's door of our rental and fled the scene. We filed a police report and Enterprise told us to keep the vehicle as it was drivable, and then we would resolve the issue upon turning in the vehicle.Upon returning the vehicle, the branch employee told us we either needed to file a claim with our insurance right then and there OR pay $350 on the spot and the issue would be settled permanently. I have no clue how they arrived at this number. But the damage seemed relatively minor. We were also told there was a good chance we would see a refund if the damage came in less than that. We repeatedly asked for clarification. We were assured there was nothing we had to do if we paid $350 to just settle the matter. To avoid the hassle, we paid $350.A month later, someone from the "damage recovery unit" calls to tell us we owe an additional $350+. We were shocked, and explained what we were told. We heard, "we don't know why they told you that." This is not acceptable. We asked to escalate the situation. The damage recovery unit employee (***********************), proceeds to give me three bad phone numbers over the course of a few weeks. Dead ends left and right where phone numbers don't work or reach anyone she named.Upon researching further, we contacted customer support hotline at **************. We have called this number FIVE times over the course of two months. Each time, a representative assures us this matter will be escalated and we will hear something back within 3-5 business days. And two months later, we are still waiting for a response. I have spoken to the branch manager where this issue occurred. He also said, "I don't know why he told you that." Why should we be penalized for such misinformation? These people deal with these things all day, every day. If this is not common practice, there is clearly a training issue. Someone from corporate needs to resolve.
Hollywood
1619 ***************
Hollywood, ** 90028
************
Rental agreement # 6VNHWP
Customer Answer
Date: 11/04/2022
Enterprise location:
Hollywood
1619 ***************
Hollywood, ** 90028
************
Rental agreement # 6VNHWP
Business Response
Date: 11/14/2022
Thank you for the opportunity to respond. Management attempted to reach to the customer by email, text, and voicemail but could not reach them. They choose to waive the difference from the damage and the $350 paid.
Customer Answer
Date: 11/14/2022
Better Business Bureau:

I received a text and a voicemail from someone named ****** with Enterprise. He asked I call back without mentioning the reason for his call. I responded within a couple of hours and I am not getting a response back from him via phone or text. I accept the offer but want it in writing and to also ensure they are removing a claim against my insurance. This company should be ashamed that someone should have to go to these lengths to resolve this issue.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, pending the above mentioned details/request.

Sincerely,

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

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