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.

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:10/12/2022
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 9-30 I rented a car from enterprise and picked it up at *************originally I was going to return the vehicle to ************. When the car was picked up, I changed it to *********. I was assured that there would be no problem and everything was set to drop the vehicle off in ******On 10-5 I dropped the vehicle off at *************. At that time, I was told **** would e-mail me a copy of the statement of charges. On Saturday after arriving home, I checked my bank account. To my dismay, not only had I had an additional charge, but the charge was $1157.82.I contacted enterprise about this. I was told that the additional charge was because it was the drop off charge for the vehicle was because the demand for rentals was so high. I stated that I was unhappy with this. The person I spoke with stated a regional manager would contact me within 48 hours.As of this moment, no one has called.I contacted enterprise again today. I was able to attain a copy of the bill showing the additional charge to me. However, it doesnt tell me why the charge was made. When queried, I was told the drop off change did not go through. Therefore I was charged for an unauthorized drop off at ******Two different contacts, two different stories.
Business Response
Date: 10/27/2022
Thank you for the opportunity to respond. The ticket was updated, and the customer was issued a refund on 10/20 for $885.45.
Initial Complaint
Date:10/12/2022
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.
Reservation #**********; reference #********. Rented a vehicle from 22 Sept 2022 to 25 Sept 2022 out of *** *************. A ********** Outlander. Day 2 of rental vehicle died. Roadside assistance jumped it. Drove around for a while, parked, came back to car..again completely dead. Called roadside again, didnt feel safe driving this car anymore. Roadside offered to tow the vehicle, but said there were no vehicles available where we were (********, **). Said we would have to Uber to ***********, ** for a replacement. My sister called ********************* Enterprise and they did have a car, contrary to what they said. I (we) were going in circles with roadside assistance in an attempt to have the car towed and them to provide us with a replacement vehicle instead of the lemon we were rented. Finally got towing set up and, yes, an Uber to the local Enterprise. Given a car very quickly when we arrived at Enterprise ********. New car was a ****** Versa. A downgrade. A useable vehicle, not the best condition. Apparently scraping the barrel for vehicles at this point.We returned the vehicle on 25 Sept 2022. We spoke with the Branch Rental Manager ( *******************), told him our story. He was quite apologetic and vowed he would make sure the charges for the vehicle would be dropped for our troubles. That didnt happen. Charged the full amount ($483.07).We have been refunded the Roadside charges of $64.93. Leaving a final of $418.14.I have chatted a couple of times with Enterprise and have been expecting a call back and some better resolution to no avail. My last chat I was offered a measly $40 more refund. Not acceptable for the twice dead vehicle, the downgrade, and the time and anguish gone through. Any assistance on your part would be greatly appreciated.This is not the usual rental experience nor customer service experience I have with **********************. Usually a great experience Thank you.
Business Response
Date: 10/12/2022
Thank you for the opportunity to respond. Management is processing a full refund on the rental and reaching to the customer to make them aware in an effort to resolve this complaint.
Customer Answer
Date: 10/13/2022
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:10/12/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had rented a car for a trip I was taking to *******, ** from this branch. About 15 minutes before I was going to pick up the rental, the store called and told me they had to close due to an "emergency situation" at a store near by. Not knowing what the situation was, I completely understood. They gave me the number of other branches to call. They told me they were also letting the district manager know so they can make sure all branches are aware and that they can work with us. The representative that called also said if any issues we could call back to the number he was calling from. For the next ***** minutes, I was calling other branches because we were told they would work with us, but nobody had any cars available. So we tried to call back to the branch and the rep that called us but nobody answered. At this point, we had to cancel our trip because we had no vehicle to take. We get things happen, however, the issue we have is that Enterprise is the ONLY business in that plaza that closed because of the "emergency situation." Even the karate studio next door stayed open that had kids coming in and out.Not only were we unable to get the rental, but they also took my Enterprise Plus points I used to book the rental even though I never got my rental vehicle. I did file a complaint with them on September 3, 2022 with ****************************** They kept assuring me my complaint was being forwarded to the Regional Mgmt team. To this date, I have still never received a response and I am still out my points. I exchanged multiple emails and they kept assuring me someone would contact me but nothing.
Customer Answer
Date: 10/12/2022
The address for the rental location is ********************************************************************************* 22406
Business Response
Date: 10/24/2022
Thank you for the opportunity to respond. The issue has been resolved. We compensated Mr. **************;for the lost days.
Customer Answer
Date: 10/24/2022
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:10/12/2022
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 am being framed by the manager of this branch of enterprise about a damage that I don't know anything about. I caught a flat tire on a sunny Thursday 7/28/2022 afternoon while driving in their rental car and was told that if I came to one of their branches I could get a replacement vehicle and get back on the road if only I could change the tire to a spare by myself. I complied in good faith but on getting to the location they were over booked, no vehicles in sight and all of a sudden the assistant manager comes out scrutinizing the vehicle asking me to bring out the spare tire, then proceeding to claim that there is an unrecorded damage to the undercarriage of the car. The car was never inspected on the day I picked it up because it was raining heavily. Now they want $1900 from me for something I don't know about. From the pictures they took, it's almost impossible to even see what damage they're talking about. It seems like a setup to me
Rental Agreement# : 6VXT04
Business Response
Date: 10/24/2022
Thank you for the opportunity to respond. This matter has been resolved and closed to the customers satisfaction.
Customer Answer
Date: 10/25/2022
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:10/11/2022
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 June 2, 2022, I was involved in a motor vehicle accident in Reading, **. The other driver involved was found to be 100% at fault for the accident. While my vehicle was being repaired, I obtained a rental vehicle (Rental Agreement #6PHX1Y) from Enterprise Rent-A-Car (Enterprise) in *********, **, from June 9,2022 - June 30,2022. My insurance company, ****************, worked directly with Enterprise in Wakefield to set up the appropriate billing and coverage for my rental. However, I was charged $584.40 by Enterprise for unnecessary insurance coverage, which **************** already had me covered for. Between August 19, 2022, and October 11, 2022, I placed seven (7) phone calls to Enterprises customer service line *************). I spoke with seven (7) different customer service representatives, each of whom sympathized with my situation and indicated that they would submit a request for a Manager or *************** to contact me. To date, I have yet to receive any calls from Enterprise Rental to aid in rectifying the matter. I am requesting any assistance that the **** may be able to provide in expediting the return of the balance that I am currently out of pocket for, which is $584.40. Thank you!
Business Response
Date: 10/21/2022
Thank you for the opportunity to respond. This customer has been contacted and a refund for his out pocket expense is being processed.
Customer Answer
Date: 10/28/2022
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:10/11/2022
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.
Reservation **** ****** Booked this reservation as my vehicle had a small rear end accident and it messed up my car’s sensors. My insurance then set up a rental reservation.I then was charged for protection on vehicle when I already have insurance. On Wednesday 10/06 I get a call from my insurance that my vehicle is ready, I am in las cruces as I work as a Correctional officer. Later that day I get a call from the branch manger, Really Rude and unprofessional. She then states she is going to report the car stolen as there was a balance. I let her know I will be returning the car that day and my insurance will be paying it. She started being really belligerent and I ask for her manger about her she the states “ I RUN THIS SH***” and then proceeded to state “Look ima be real with u what time will u return the car “ I said I am in las cruces I don’t know I am on my way there. And tell her u will have the vehicle before u all close, she then stated she will proceed with other actions. I took that as a threat for my safety. I call a different branch to ask if i can drop it off there and they said yes I took the car back at 1:00 Pm 10/06. To a different location as I feared for my safety! I want my refund for the full amount back into my card. And the invoice be sent to my address.
Business Response
Date: 10/12/2022
Thank your for the opportunity to respond. Management has attempted to call the customer, and the call was rejected. They also attempted to email the customer to see if they can assist further, but they have not received a response. The rental in question was booked as a customer pay rental, not an insurance rental as stated. Location management states that the stated language was not used with the customer, and they remained professional when they called in reference to the vehicle. Management encourages the customer to reach out if they have additional questions or concerns at the contact information provided. They would be more than willing to discuss the situation further.
Initial Complaint
Date:10/11/2022
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 had a rental through my insurance company while some damages were being repaired to my vehicle. While in the rental the vehicle was totaled by no fault of my own. She was cited and her insurance admitted fault immediately. Enterprise added the $500 for my deductible almost a month later after it had been pending and then removed. They were aware of the accident immediately, I had gotten them the police report showing liability, and had kept in contact with them throughout the entire process. A month after the accident when they added it back to my card I found out that Enterprise never called her insurance to verify liability, they simply charged me for it. I have literally called them 11 times and have spent hours on the phone attempting to get this resolved. Last week the woman finally called and verified liability and promised me my money back. I still do not have it back. Calling them does nothing.
Customer Answer
Date: 10/11/2022
**********************
13424 ******************
*****, ** 33612-2637
**************
Business Response
Date: 10/21/2022
Thank you for the opportunity to respond. Management was able to confirm that the liability was assigned, and the $500 deductible was refunded back to the customer.
Customer Answer
Date: 10/24/2022
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:10/11/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from 8/28/22 to 9/4/22 and was overcharged compared to the quote I received when I made my reservation. After returning the car I contacted customer support, who agreed to give me a refund. However, they told me that the final refund submission had to be done by the manager of the location where I picked up the car (the *************** location), so the manager would contact me. They called once after 9 pm from a number that did not accept return calls. I contacted customer service at least three times, and every time they agreed to give me a refund pending the local manager contacting me. However, they had no contact info (no phone number or email) that they could provide me for the local manager, and they have not reached out to me again. By going through the travel office at my work, which provides discounted rates on rental cars, I was able to obtain a partial refund, but it did not make up for the difference of what I was originally quoted.

*******************************************-2501
Business Response
Date: 10/24/2022
Thank you for the opportunity to respond. Management was able to reach out by email to ensure that this had been resolved for the customer.
Initial Complaint
Date:10/10/2022
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.
I would like to be removed from the Enterprise “Do Not Rent List.” I was placed on the list in 2018 due to a rental that was provided by my employer but was not aware until I recently tried to rent a car.

The company I work for, *******, provides me with a fleet car. While waiting for a fleet car to arrive, they rented a car for me from Enterprise (** * *********) on Monday, May 7th, 2018. I was instructed to pick up the rental car and return it once my Fleet car was available. I did not set up nor pay for the rental, as this was handled by ********* business account.

I was out of town on business when my fleet car arrived on Monday, June 4th, 2018. The folks at ******* that handle the fleet vehicles did not know I was out of town and ended the rental. Since I was out of town, I was unable to return the rental and did not know that ******* ended the rental.

While out of town, Enterprise contacted me trying to find the car because it was not returned. I explained the situation and let them know where the car was parked at the airport because they wanted to pick it up. They decided not to pick up the car and instead have me return it when I was back in town, which I did on June 9th, 2018.

******* paid the bill, along with the additional charges due to the delayed return. But due to this situation, I was place on the “do not rent list” on Enterprise and the other rental companies that they own. I have reached out to Enterprise numerous times to be removed off this list but am unable to locate the person that can assist with this.
Business Response
Date: 10/19/2022
Thank you for the opportunity to respond. Management has reviewed the customer's account and has removed the customer from any "Do Not Rent List".
Initial Complaint
Date:10/10/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Enterprise Rent A Car at the address **** * **** *** ***** ***** *** ***** for a business trip on July 8, 2022, and returned the rental on the 18th and I was told the receipt will be emailed since my credit card is on file. A couple of weeks passed without hearing anything from them. I finally called the office, but no one answered. I called maybe 10 or more times but was still unable able to contact anyone from the office. About a month later I went to the office and explained the problem, and I was told that I will be contacted by the supervisor to resolve the problem. I called the supervisor and left my number but never got contacted. I found a number online for Enterprise Car Rental and they told me I don't have outstanding bills. I do not know why but somehow my balance is showing ZERO. Others told me to go to the nearest office to pay the bill because they can't take a credit card by phone and process the bill. Absolutely confusing. Very confusing and awful customer service too. I finally found out that the local office in Ponca City is closed and moved to Stillwater. I drove to still water (Enterprise Rental Car office at 221 S Main St) 50 miles one way a total of 100 miles to resolve this issue. I got the same answer from them that I do not have any outstanding bills to pay. I received the printout showing zero balance. On 09/15/2022, I received mail from a debt collector about this bill. I called and immediately paid. I'm very upset with the way they handled this problem. This is not a fair and unacceptable business practice. I was not compensated for what I experienced. I added extra miles to my car, gas, and personal time to solve the problem. The bill was sent to the debt collection service and ruined my credit for no reason. I request that I get compensated and correct my credit. I felt like I had to file a complaint because it was impossible to talk to anyone in this company to solve any problem.
Business Response
Date: 10/12/2022
Thank you for the opportunity to respond. The customer requested a future rental for the issue. Management has offered to give the customer 3 free days for a future rental up to a full-size car.
Customer Answer
Date: 05/31/2023
I have a voicemail from ***** on Oct. 11, 2022 at 4:26 pm from ###-###-#### chose option * saying I can get a free rental on Friday and return on Monday, for free. I called her the same day and she resolved the issue. I went in and I was trying to access it and they said she doesn't work here anymore and that they didn't see anything in the files regarding this. They don't want to honor what she told me.
Business Response
Date: 06/13/2023
Management engaged with the customer today (6/13/23) to ensure they had a contact that could set up the rental for him when he need it.

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