Auto Rentals and Leasing
Enterprise Rent-A-CarHeadquarters
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
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:10/31/2022
Type: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.
I called customer service at ************** on October 31, 2022, and spoke with **** in the escalations team. **** refused to allow me to communicate with a manager. **** failed to ensure my upgrade request was honored at the local airport location because I am a Platinum Loyalty Member. **** even told me I should email the CEO of Enterprise because she did not feel like assisting me today.
Rental Agreement Number: ****** ******* * *******The Vehicle was picked up from:
Mississauga Square One
tel 905-896-7707
206 Dundas Street East
Missisauga, ON L5A 1W2
CANADABusiness Response
Date: 11/11/2022
Thank you for the opportunity to respond. Management has attempted to reach out and provide an apology for the confusion that was created and see what we can do to resolve this for the customer. We encourage the customer to reach back to management if they would like to discuss this further, and they would be happy to assist.Customer Answer
Date: 11/12/2022
Complaint: ********
I am rejecting this response because:
On November 1st 2022 I took my rental vehicle to the Toronto airport for an exchange because there was a brake problem with my rental vehicle. There were no vehicles available for exchange. The manager on duty at YYZ airport told me I should take a taxi home because he had no cars available for me for the entire day and night. YYZ airport left me stranded with no vehicle. At this time, I do not believe the local manager of the Mississauga location can resolve me concerns. At this time, I feel only a goodwill gesture from the head office can resolve this matter. Sincerely,
**** ********Initial Complaint
Date:10/31/2022
Type: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.
10/10/22 went to ******** location, insurance allowance $30/day. While we waited for the car to arrive, someone returned a ********** SUV. I asked how much was that **** if it's available. The agent looked up on her computer, told us it was $27 and change. My wife said, it's only two dollars and change different, I liked SUV, go ahead and take it. The agent did the change, we rent the **** SUV. Remind all of us, at no point during the whole rental process, the agent never said one word about the rate she gave us was an "ESTIMATE". From my previous rental experiences, no one will walk out with a rental car with an "estimate" daily rate.10/26/22 (RA#: 7STPF6), returned the car. We agreed to pay $5.15/gallon to fill up the gas tank. We went out to check the car, the agent had a tablet with her, she showed us we would have $29 and change back from our deposit. Let's go inside and got our receipt. My wife took a quick look, asked where did it show the $29 change refund on the receipt. While the agent looked at their computer, my wife also found the daily rate was $32.65 instead the $27 change that was told on 10/10. The two people was trying to go back and fro on the computer, but unable to find an answer on the wrong charges. Finally, one said, oh, that $27 change was only an estimate. You signed the agreement, and that's that. I asked the manager to call me to resolve this issue, she called (she's the one gave me the $27 change rate), but told me the same thing, it's only an estimate. I told her you never told me that was an estimate!! She, you signed the agreement, that's that.I called the corporate office, talked to someone twice, left a message, no one reply!This is a very dishonest practice on enterprise to deceive their customers on charges by giving us an "ESTIMATE" rate without telling us upfront. By the way, on top of the incorrect daily rate, they also overcharged us three extra days, instead 10/26, we were charged till 10/29.
enterprise
*************************************
***********, 28105Business Response
Date: 11/03/2022
Thank you for the opportunity to respond. The customer was made aware on the day of pickup that the rate on the vehicle would be kept the same as the rate on the compact SUV, since it was the last vehicle on the lot. This was quoted at $32.65 a day, and the customer paid the total of $209.80. The customer did discuss with their spouse whether to take something in the $30 a day allotment, but chose to pick the SUV. The location did attempt to explain this to the customer during a later phone call, and the customer stated that, "It was just a misunderstanding."Initial Complaint
Date:10/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a rental car back in April , ********* sent me to enterprise as they were partners and I would get a discounted rate . I was informed that I would be paying 49$ a day, I communicated this to the advisor . ******* he then called ********** ********* and got a PO# . He then informed me that yes all I would have to pay is 49$ a day. I had the rental car about a month and returned it in the beginning of may, I paid my bill of the 49$ a day and returned the rental car , all was fine. About 5 months later I have another 1000$+ rental charge from enterprise on my credit card , I disputed this with my credit card company and demanded that they provide me with paperwork showing me in my agreement where I had agreed to pay that amount , they could not provide that information and my rental receipt states a po# with ********** ********* to pay the remaining balance. Now they are going after me because ********** refused to pay the bill, but I would have never signed or agreed to a rental Car at 100$ + a day because I simply can’t afford it.Business Response
Date: 11/03/2022
Thank you for the opportunity to respond. Management had refunded $942 and explained the misunderstanding between the customer, dealership, and Enterprise in an attempt to resolve this complaint.Initial Complaint
Date:10/29/2022
Type: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.
My complaint is about the JFK airport branch of enterprise rent-a-car. On October 20th 2022 I travelled to New York to attend a wedding and rented a car from enterprise. When I picked up the vehicle it was not cleaned and had multiple scratches and damage to the car. When I notified the attendant about the damage he told me it was New York State law that anything smaller than the size of a “dollar bill” was not an issue when it comes to damage. I then took his word for it and took the car. I brought it back with no issues and dropped it off to the enterprise inspector. Nothing was mentioned about any damage and he even gave me half of my prepaid fuel money back because I didn’t drive the car enough to justify the fee. Again nothing was said about the damage and I even asked him if I was good to go and he said yes. Fast forward to yesterday and I received a letter from their damage report unit claiming that I need to fill out an incident report in regards to damage done to the car. It doesn’t tell me where the damage is and denied me the ability to have my insurance company look at the vehicle. I then called enterprise corporate to see what the issue was and they told me that there was no incident report showing up in the system. She gave me the number to the damage report unit’s office but I cannot get ahold of anyone via phone call. So now I do not know what to do and I do not believe I should be paying for something I did not do. I was never notified or told by anyone who works there that there was an issue and they even closed my rental agreement on the date that I returned it (October 22). I am seeking assistance with this issue and I would also like for enterprise to fix these practices so others do not have the same issues that I am having. My confirmation number is ********* This is the enterprise at building 69, federal circle, Jamaica New York. (John F. Kennedy airport branch)Business Response
Date: 11/03/2022
Thank you for the opportunity to respond. Area management has left two voicemails and an email for the customer to inform them that this claim has been shut down.Initial Complaint
Date:10/28/2022
Type: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 booked a rental car on August 3rd (confirmation number **********). On October 5th we arrived to the location in ******, ** to pick up our car to find the doors locked. There was a sign on the door to call the ******* location. We called that location to be informed that the Newton branch had been closed for several months but that we could rent a car out of the ******* location. Upon arriving at the ******* location, we were given a rental car, but they would not honor my reservation price. We were charged 500% more than my booking price. Since we were stranded with appointments to keep, we felt that we had to take the rental. We have called Enterprise customer support four times since that date. We keep getting the same response that a message has been sent to the regional manager and we will receive a call back. It has been three weeks and we have heard nothing from the manager and customer service refuses to find another avenue of recourse. We would like for Enterprise to refund us the difference and honor our original booking price.
*******
140 *************
*******, ** 02453-5302Business Response
Date: 11/07/2022
Thank you for the opportunity to respond. The customer was refunded the difference in the reservation rate versus what was charged. A voicemail was left for the customer indicating that the refund was processed and a follow up email is being sent as well. If the customer has additional questions, the management that has reached out will be more than happy to answer them.Customer Answer
Date: 11/08/2022
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.A regional vice president reached out personal to apologize and confirm that my reservation should have been honor. He refunded the entire amount.
Sincerely,
***********************Initial Complaint
Date:10/28/2022
Type: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 was informed by enterprise that I had accumulated some citations.
I initially got them mixed up with tolls, etc.
I was advised that amount was $855 total which I have paid in full. I was also told once paid in full I would be removed from the DNR list within 48-72 hrs. I paid the $855.00 for the supporting invoice I received on 10/21/22, I sent proof of payment to the email address on their web site and emailed a representative in the department.
I was then told the amount was $880.00, I cant locate the invoice for this $25.00 citation. I emailed the representative again advising this, I have yet to get response.
After numerous emails & no return calls I really need to get this resolved.
Is there a $25.00 balance??. if so, please provide the necessary info to pay the debt.
If there's no additional monies owed, why am still on the list & my communications are being intentionally ignored.Customer Answer
Date: 10/28/2022
Rented from the enterprise location at the Miami International Airport
3900 nw 25th street Miami fl 33142
Business Response
Date: 10/28/2022
Thank you for your payments. Your rental privileges have been reinstated.
Sincerely,
**** ********
Citations Supervisor
14002 East 21th St. Suite 1500
Tulsa, OK 74134
Initial Complaint
Date:10/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We rented a car from Lawrenceburg, IN on July 25. Our car was being serviced. We had points that were used. We paid a $200 deposit using our debit card. At the end of the August we had to renew the contract and get another car. We paid $300 deposit. They promised that they would refund $261.15 which is what we were charged (the $61.15 must have been fees). We got the refund for the second rental but we haven't received the refund from the first, $261.15. I have called the corporate offices and have been told multiple stories and given the run around. We just want the refund we were promised.Business Response
Date: 11/07/2022
Thank you for the opportunity to respond. A check has been issued to the customer to resolve the complaint.Initial Complaint
Date:10/27/2022
Type: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.
Have had a rental since June, there's been issues with the car since I've gotten it and they don't help or switch out a car that's had a nail in the tire and then needed an oil change for three months. The issue with the tire has caused me to injure my knee and require surgery and now I'm going to have to deal with it for the rest of my life due to their negligence. I've watched NEW customers come and go with new rentals, yet they tell me they have nothing available to switch this car out with.Business Response
Date: 11/23/2022
Thank you for the opportunity to respond. Multiple attempts to contact the customer have been made by phone and email. The voicemail for the customer was full. Management intends to continue trying to reach out, but we encourage the customer to reach back to management if they would like to discuss this further, and they would be happy to assist.
Initial Complaint
Date:10/26/2022
Type: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 rented a car from this rental location on 9/29/22 and added roadside insurance. At 7pm eastern the same day the car broke down on the ********** near ********, **. I called roadside assistance and was advised to wait up to an hour for a tow. After an hour and no tow I called back to roadside assistance and was told no tow is available and I would need to pay for tow out of pocket and that I would be reimbursed. Once off the highway I called back to roadside assistance who advised me they will send an Uber to take me to a nearby enterprise. Three Ubers in a row all canceled the trip and I was advised no more Ubers can be sent. Two options were presented at this point (****pm) #1 that I would need to figure out transportation for myself #2 to get a hotel and travel next day I was advised both options be reimbursed. None of the fees for the tow or hotel have been reimbursed. I tried contacting enterprise customer service multiple times via phone, email, chat and social media but am always told a regional manager has to handle the situation and until then nothing can be done. The local enterprise advised me I was given misinformation as my account notes say Ill be reimbursed but the local branch refused to honor it. We are approaching a month and Im doubting it would take this long to receive a call back. Im hoping to recoup the towing fee $227.08 and the hotel fee $121. Neither expense would have been incurred had they originally provided the services I paid for.
Enterprise Rent-a-car
11201 ***********
Forest HillsNY, 11375Business Response
Date: 10/28/2022
Thank you for the opportunity to respond. We have processed a refund check back to the customer in the amount of #****** to cover the cost of the hotel stay and towing fees for the rental. The customer should be receiving the check by mail later next week.Customer Answer
Date: 11/06/2022
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:10/25/2022
Type: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.
RA # 7S2VW5 My travel plans had to be modified due to a mechanical failure on a rental! ALTERNATOR 1. I could not travel on my planned date. to relocate my daughter for a job.2. Luggage and boxes had to be removed from 1st rental and replaced into a different rental. 3. I was charged for a "no show" reservation for a hotel room in ********, **. (Best Western) due to not being able to travel on a scheduled date. 4. I was told I would receive an adjustment due to the inconvenience (October 11,2022). Instead, I was charged the security deposit and did not receive a credit.5. Multiple emails and calls were made, no one has responded.6. Final receipt shows incorrect mileage, fees, and return location.On October 6, 2022 the van was driven from ****** to my home. This rental was never driven after that.On my scheduled day of travel, AAA was called due to the van not starting (October 11, 2022). It was found that the Alternator failed! A tow truck had to pick up the rental.Enterprise set-up an Uber to take me back to ****** to retrieve another Van. I was informed that I would receive a credit for the inconvenience on my final bill. I requested a receipt and was told I would see the adjustment on my final bill.When I received the final statement from Enterprise, not only did I not receive a credit, I was charged the security deposit ($1426.69).I was unable to use the rented vehicle for the scheduled dates due to the Alternator failing. This caused a delay and adjustment in scheduled plans.I constantly called Enterprise on October 13, 2022 and October 14, 2022. When I continually called ************** I was told I needed to call the original **************************** however, NO ONE ever answered the calls. I also called Brookhaven and spoke with *** who informed me I needed to speak with Midway. Multiple emails were sent 10/13/22, 10/14/22 , 10/23/22, 10/24/22 and 10/25/22.No response has ever been received from Enterprise.Business Response
Date: 11/14/2022
Thank you for the opportunity to respond. In an attempt to resolve this complaint, a refund has been processed in the amount of $553.31, and a new copy of the invoice was sent to the customer.Customer Answer
Date: 11/14/2022
Complaint: 18311148
I am rejecting this response because: I received an invoice dated 11/14/2022 with a refund indicating a refund of $553.31 and $15.79.No refund has been credited to my credit card.
Sincerely,
*******************Customer Answer
Date: 12/07/2022
Consumer received refund of $553.31
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