Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB has received consumer complaints against Enterprise Rent A Car St Louis which allege the breakdown of cars recently purchased, damage blamed on renters which is disputed by the renters, and poor customer service.

Complaints

This profile includes complaints for Enterprise Rent-A-Car's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,423 total complaints in the last 3 years.
1,645 complaints closed in the last 12 months.

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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:09/02/2025
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.
8/13/25 I paid Enterprise Car Sale a Cashier's Check from WF of $10,000 and $200 for restock on 8/15/25 was taken out and am due $9000,800 by Corprorate REFUND ASAP
Customer Answer
Date: 09/08/2025
I have received a check from Enterprise Sales for $9,800.00 Priority Overnight Mail in response to my complaint against them. I will never do business with them again. I was humiliated in dealing with them. I was disrespected by them and they advertise the 7 day approval and want the consumer to be completely satisfied but that was not the case with me. They should honor this.
Initial Complaint
Date:09/02/2025
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 August 19, 2025, I rented a vehicle from Enterprise Rent-A-Car in *********, ** through my car insurance, progressive, while my personal vehicle was unavailable. At the time of return on August 29, 2025, Enterprise issued me a final invoice reflecting a $0.00 balance, with notation that my insurer would be billed directly. This document closed out the transaction and represented confirmation that I owed no further amounts.Despite this, Enterprise subsequently processed an unauthorized $32 charge against my personal account. No explanation was provided at the time of billing, nor was this charge disclosed when I returned the vehicle and was sent written confirmation of a zero balance.If Enterprises position is that this charge relates to fuel, such an assessment would be improper. The vehicle was not supplied to me with a full tank of fuel, and therefore Enterprise has no contractual or factual basis to impose a full-tank refueling charge. This appears to be a post-facto billing adjustment in contradiction of the written closing statement.I raised this issue in my rental feedback submission to Enterprise but have received no remedy.Grounds for Complaint Unauthorized Billing: The $32 charge was imposed after the account was documented as closed with no balance due. Failure of Disclosure: No notice of the additional charge was given at the time of return, depriving me of an opportunity to contest or validate it. Potentially Deceptive Practices: Billing a consumer after providing a zero-balance invoice undermines contractual certainty and could constitute an unfair or deceptive trade practice.Resolution Requested 1. Refund of the $32 improperly charged to my account.2. Written confirmation that Enterprise will honor the zero-balance invoice issued at return.3. Commitment to billing transparency to prevent post-closure charges without customer consent.
Business Response
Date: 09/05/2025
Thank you for the opportunity to respond. Management reached out to the customer, voice messages, and sent an email as they intended to speak with the customer directly.The aforementioned pending charge likely reflected for a longer period of time due to the holiday. Management reached out to our accounting team and confirmed all charges have been released.
Customer Answer
Date: 09/09/2025
Complaint: 23827666

I have reviewed the business' response and am rejecting it because:
This business has made numerous unauthorized transactions to my account. They stated they would only be charging a $50 deposit that I would get back when the vehicle was returned. 30 minutes after returning the vehicle I was charged another $32. Those two transactions came together as an $82 transaction before finally being voided. The $32 was a charge for gas that I never agreed to and I received the vehicle w less than half a tank. Another 11 dollar charge was done without explanation for TWO DAYS before I finally received an emailed receipt on Sunday stating it was for tolls. You can stop calling and reaching out. I have no want to talk to anyone having to do w this company. If ANY MORE F***** UNAUTHORIZED CHARGES ARE MADE TO MY ACCOUNT, YOU WILL F***** REGRET IT. I WILL REPORT YOU TO EVERY ************* POSSIBLE. YOU DONT CHARGE PEOPLES CARDS WITHOUT CONSENT OR EXPLANATION. I WANT VERIFICATION THAT MY CARD INFORMATION IS DELETED OUT OF YOUR SYSTEMS AND LEAVE ME AND MY MONEY ALONE

Sincerely,

******* ********
Initial Complaint
Date:09/02/2025
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.
Hello, I went to enterprise in *********, Tx to rent car and was told that i was on the do not rent list because of a balance from the last time i rented. However, during that time let year i dropped off the car and asked if there was anything i had to pay and i was given an amount and paid it. I even called months later to ask if i left a bible in the car i rented, and was told i didnt after giving my information. So, its a year later and now i owe an amount. This is the second time something had occurred at this facility. Previously, after renting a car at enterprise, someone deciding months later to charge my account. So i contacted the facility and asked why. The individuals and staff working there couldnt figure it out. So, i sent an email to enterprise about the withdrawal, and i didnt receive any explanation. Im just trying ti figure out whats going on at this facility. The staff at enterprise in ********* gave me a number in ********** ************** for an enterprise holdings to figure it out, but nobody has answered that call and has given me any information.
Business Response
Date: 09/05/2025
Thank you for the opportunity to respond. Management has researched the complaint. Due to the circumstances of the customers previous rentals, we can take no further action at this time to resolve this matter.
Customer Answer
Date: 09/16/2025
Complaint: 23827472

I have reviewed the business' response and am rejecting it because:

i received no response and im planning to sue the company.

Sincerely,

******* ******
Initial Complaint
Date:09/02/2025
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 made a confirmed reservation with Enterprise Rent-A-Car for 12 July 2025 for a ten day rental. When I arrived to pick up the vehicle, I was told no cars were available. Instead of canceling the reservation, the staff sent me to another location without confirming availability. That location also had no cars and stated they didnt know why I was referred. They said cars are always available at the airport. I was then sent more than 20 miles to the airport branch, where again no cars were available. This process wasted over three hours of my time.Only then did I cancel my reservation and rent with National at the same counter, assisted by the same associate who apologized for Enterprises failure. I was told a refund would be processed, but more than 45 days later no refund has been issued.This experience was frustrating and unprofessional. If the first branch had simply canceled my reservation, I could have rented locally from another company and avoided wasted time and expense. The failure to provide a reserved vehicle, the poor handling by multiple branches, and the lack of a refund demonstrate serious customer service issues.I request immediate processing of my refund.
Business Response
Date: 09/05/2025
Thank you for the opportunity to respond. Management processed a partial refund and offered compensation to resolve.
Customer Answer
Date: 09/09/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

****** ******
Initial Complaint
Date:09/01/2025
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 January 19, 2025, I reserved a rental vehicle through Enterprise using my ****** card for a vacation in *********, *******. I was not told that ********* has two Enterprise locations, one being in the city, and was automatically booked for the airport location, which incurred a premium location fee of ****** Euros ($158.45 as of 9/1/25). I did not arrive by airplane. In talking with Enterprise staff at the airport discussing insurance, I became aware that there is a second location in the city. Numerous attempts to have the premium location fee waived by contacting the local office in ********* and Enterprise customer service stateside by telephone have not been successful. On August 25, 2025, I spoke with customer service stating my request and was assigned complaint #*****D9FR3NFM and told that the complaint would be forwarded to the corporate office. On August 26, 2025, I received an e-mail from the office in ********* denying my request and referring me to ****** to obtain the refund. On September 1, 2025, I spoke again with customer service and was told my request had been denied and that it needed to be handled by the office in *********. That particular office had referred me to ******. Enterprise is bouncing me back and forth and not taking any responsibility for having failed to inform me that there was a city location for Enterprise in *********. I wasn't even asked how I would be arriving and was never told there were two locations. I am requesting that Enterprise reimburse me for the premium location fee I was charged in *********. I have attached a copy of the rental agreement and a copy of the e-mail exchange with the location in *********, which is in German.
Customer Answer
Date: 09/15/2025
On September 11, 2025, a credit from Enterprise in the amount of $158.77 posted to my *********** credit card. I have not received any communication from Enterprise but I have reason to believe that it is the requested refund for the airport fee and this issue is resolved.
Initial Complaint
Date:09/01/2025
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.
Warn others about a scam, fraud, or scheme. I was given a car from the enterprise at ***************************************. I was assisted with my rental initially over the phone by customer service but the branch manager ******* ****** change my vehicle that was reserved. I told her I was suppose to be given an insurance rate that was explained to me to be 40/per day. I did not discover the price of 99/ per day until I left there store. This situation also involves ********** insurance company and maybe ****** collision has some involvement in a scheme. The adjuster ****** ********* for the insurance company sent a document to enterprise to be approved for a rental car for me to use while they where having my vehicle repaired since their client backed into me on the 27 of June. After getting his approval I called and made a reservation with enterprise over the phone to pick up a Tahoe from what they informed me. The next day I showed up on time at the collision repair office Gerber and glass but they made me wait until they arranged to have enterprise pick me up and take me to their office. When I arrived at the office I was directed to have the branch manager complete my vehicle reservation and I informed her of the insurance rate and handed her a printout for my reservation that was from my email. She changed some things in the computer apparently because I went outside with another employee of enterprise and I was then showed a Durango and also given a price without a receipt that was well above 40 per day. When I questioned it I was told this is a vehicle comparable to what was originally reserved and that I had to pay a deposit so I was lead to think that impact pricing. I did not get a copy of the receipt until I checked and saw my email at home and I discovered they were charging 99/ per day and more fees. I called Alpine Rio claims department but one of there representatives informed me that I was on reimbursement and I would get all my money back
Business Response
Date: 09/15/2025
Thank you for the opportunity to respond. Our Area Manager has left two voicemails for the customer and sent an email as they intend to speak with the customer directly.
Initial Complaint
Date:08/30/2025
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.
8/27We were traveling from ******* to **** for our wedding. We picked up our 1st rental car in ************ at ************* location at 3:50 PM. We began driving it at 6 pm. Your car randomly stopped accelerating & turned off only to stall every time we tried to turn it on. This was in downtown ******* on the side of I-75 at 12:30 am. The roadside assistance was no help. She told me because we were broken down on the highway an **** could not get us. After 10 minutes, I came up with the solution myself to ride with the tow truck driver off the highway then get an **** to the airport. Both the tow driver & **** driver were unaware of the situation because of your failure to inform them of it. Thankfully the tow driver stayed until **** arrived. I tipped the tow truck driver accordingly. The **** was also completely unaware & had a very nice ******** were lucky enough that he allowed us to take all of our ************* dogs. I tipped him $50. No thanks to ********** failure to deliver a replacement to the scene even when it was your fault. We got to the airport & were met with multiple incompetent workers who took 4 HOURS to get me a replacement vehicle. All while sitting on their phones & yapping, & smoking. We drove the second vehicle until 7:10 AM when it displayed alerts about AWD, collision sensors, & engine failure causing the car to power down. We waited 45 min for a tow who your roadside assistance had take us 40 minutes in the WRONG DIRECTION. He brought us to the back lot where they clean the drop offs. After seeing how the workers drove the cars, I can see why they have so many issues. Thankfully, the boss there was very understanding & a good help. He was able to get us a larger car that had less miles to ensure it would not break down. Our original *** was 10 AM. We arrived at 7PM. Also I must add the dogs had to ride in both cars while they were being towed which Im sure is terrifying for them. God can only know what would have happened if we had kids.
Business Response
Date: 09/05/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Initial Complaint
Date:08/30/2025
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 rented a ******* ****** from Enterprise in *****, **, and returned it on June 28, 2025. The check-in associate noted no issues. A manager then asked if I had taken photos; when I said no, she told me there was a crack on the bumper and pressed me to sign a form saying I hadnt inspected the car. I declined. My concern was that the damage was hard to see and could have been easily missed by a previous return and it was missed by the *** who checked me in. My wife and I had no incidents during the rental that could have caused this damage.That same day I emailed Enterprise support and explained my experience, requested timestamped photos, a damage ***ort, and rental logs. On July 10, I received a letter from the Damage Recovery Unit (DRU) telling me I was responsible and should turn it over to my insurance, though no photos or estimate were provided. On July 22, the manager emailed me stating that because no pickup photos were provided, Enterprise would attribute the damage to my rental period effectively shifting the burden of proof onto me. The *** also emailed that day saying I was still liable.I did not receive photos or an estimate until August 22, nearly two months later. The photos were not timestamped and included new damage to the hood that was not present at return. The estimate was dated July 2 and totaled nearly $6,000, far beyond the crack originally mentioned. Ive disputed this multiple times in writing but Enterprise has declared its decision final. All emails and letter have been saved, I can provide any documentation requested but I have attached the four items I believe to be the most relevant.
Business Response
Date: 09/09/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 09/09/2025
Hello,

Enterprise has contacted me directly and confirmed in writing that they have closed Claim #******** related to my rental (RA #*********). Their letter, dated September 9, 2025, states that they will take care of the damages and costs and that the claim is now closed.

With this confirmation, I consider the matter resolved.

Thank you,
Initial Complaint
Date:08/30/2025
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.
On 08/17/2025, I had a confirmed reservation with Enterprise (Reservation #**********) for pickup at 1:00 PM at the **********, ** (*********************) branch. When I arrived, I was told no vehicles were available.This explanation was untrue. There were 1520 vehicles visible on the lot, including the exact model I reserved *********** Jetta). I photographed the lot as proof. I also observed other customers being served at the same time while I was denied service and offered no alternatives.After I filed a complaint, Enterprise gave me three different, contradictory explanations:1.That unexpected issues (repairs, accidents, delays) caused lack of availability.2.That same-day reservations dont get priority.3.That vehicles were being held for longer reservations.The final explanation is an admission that Enterprise knowingly withheld vehicles from a confirmed reservation. At no point during the booking process was I informed that my reservation was not guaranteed or subject to a priority system.This constitutes:Breach of Contract: Enterprise issued a confirmed reservation number, creating a binding agreement to provide a vehicle in the reserved class (or a comparable alternative) at the specified time and location. By withholding available vehicles (including my reserved Jetta) for future bookings, Enterprise failed to fulfill their contractual obligation. Their policy requires good-faith efforts to honor confirmed reservations or mitigate disruptions, which was not attempted. This constitutes a material breach of contract. Deceptive Practices: At the time of booking, Enterprise did not disclose that same-day reservations might be deprioritized or not guaranteed, despite issuing a confirmation number. This misleading practice led me to rely on the reservation, incurring time and planning costs.Desired Resolution:Compensation for the significant inconvenience and disruption this incident caused.
Business Response
Date: 09/05/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and offered compensation to resolve.
Customer Answer
Date: 09/08/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

Ugur Erangin
Initial Complaint
Date:08/29/2025
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 reserved a rental car on October 18, 2024 to be picked up at the ********************** in ******* for pickup on August 21, 2025. Upon arrival the agent at the desk did not honor our reservation and said that they overbooked car rentals. He stated that other reservations that prepaid would be honored and awarded a car. At no point in my reservation process did the Enterprise website ask to prepay. I even checked in and confirmed my reservation the night before from the prompted email from Enterprise. This reservation was made 10 months in advance and should have been honored. This left my family and myself stranded at the airport with no help from Enterprise. No other agencies had available rentals as well. We had to cancel our plans to visit the *************** and had to pay for our hotel reservation in ******** even though we were unable to reach that destination. This oversight made us miss key vacation items that I will never be able to see again (Cliffs of Moher) and caused a lot of stress of trying to find buses and trains to navigate in a foreign country to other items on our agenda that added additional expenses to us as well as lost time. I booked with this company thinking they were dependable, but they left us stranded in a foreign country.
Business Response
Date: 09/15/2025
This complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information. We thank you for your patience as we work to get this matter resolved.
Customer Answer
Date: 09/16/2025
Complaint: 23815320

I have reviewed the business' response and am rejecting it because: the company should be able to respond to me through this platform in order for the BBB to view the resolution.

Sincerely,

**** ********
Business Response
Date: 09/22/2025
This complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information. We thank you for your patience as we work to get this matter resolved.
Customer Answer
Date: 09/24/2025
Complaint: 23815320

I have reviewed the business' response and am rejecting it because:

The local representative in ******* emailed me with no plausible solution. He offered a discount for a rental in *******. I don't think I will ever be able to go back there. It doesn't make sense to buy a $1,000 plane ticket to get a discount on a rental car. I would have expected a notification from a national representative from Enterprise and not passing the buck to the local representative. At this point I think the BBB should just give negative reviews or status for Enterprise.

Sincerely,

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

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