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

4,423 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:10/10/2022
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.
Enterprise Rent-A-Car 4 unauthorized credit card transactions on April 2022 after their failure to perform their duty. Please see attached letter with explanation of grievance and the supporting exhibits in support of attached letter

Enterprise Rent-A-Car
** ****** ***
***** ***** *** **********
**********
Customer Answer
Date: 01/10/2024
Unauthorized charges to my credit card when Enterprise was supposed to charge State Farm as this was a rental as a result of a car accident. Enterprise failed to pick up the vehicle after many attempts from RJ's Auto Body Repair called for pick up. Please see attached letter for a detailed explanation and supporting evidence.

Enterprise Rent-A-Car
** ****** ***
Saint Louis MO, 63124-2008
3145064800
Business Response
Date: 01/15/2024
Thank you for the opportunity to respond. Management communicated the reasons for these charges in April 2022 when they spoke with the customer.
Initial Complaint
Date:10/10/2022
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 rented a vehicle with this company while my truck was in the shop. Upon inspection of the car provided, I asked if the car had been cleaned and sanitized due to once returned by the previous renter and being given to me was only a few minutes. They didn't even put gas in it. This was at the peak of covid. The lady assured it had been cleaned and sanitized and I pointed out there was dried food or human secretions all on the steering wheel, drivers door and center console. She looked at the dried white substance and again assured it was cleaned. I asked for some cleaning supplies and cleaned it myself and she allowed me to do so without trying to fix it. I was already hours behind schedule due to them not having the vehicle ready at the promised time. I left Enterprise and went about my day to pick up my grandchild and my own little girls. Later, I exited the car and the drivers seat slid back ansd I noticed something poking out from under the seat. I work for the local Judicial system and knew not to touch anything, but I did look and found a gun. It was after hours so I had to wait until the next morning to go back to Enterprise. Upon arriving, I told a worker outside what happened and they got the manager. They immediately started apologizing, put me in a new rental truck and said they would deal with calling the police. I told them to give my info to the police incase they needed to contact me. I left, and the big manager called me a few minutes later asked me to come back. So I did and he put me in a brand new top of the line truck rental. He also told me husband and I that we never had to worry about paying for a rental again. He said if we ever needed a rental, to call him and we were good and covered for life. We rent about 2 times a year. The first rental was made good on. Months later, we go for our next rental and he is no longer there and they play stupid. Statue of limitations has not been met. We will move forward with this if not corrected.
1205 Mercedez Benz Dr
************************
**********
Business Response
Date: 10/27/2022
Thank you for the opportunity to respond. Management from the area has attempted to reach to the customer by both phone and email without response. They said that they will continue to attempt to make contact. We encourage the customer to reach to them if they would still like to discuss the complaint further.
Customer Answer
Date: 10/27/2022
Complaint: 18190906

I am rejecting this response because:

I have had numerous email exchanges with ****************. I dont know why they would say I havent been in contact. That is not true. If I need to provide copies of emails I will. He told me he would be looking into the matter and get back with me. I did tell him I would send him the voice-mail but it won't allow me to add as a file to any email so he will have to proceed without it. The voice-mail only has the manager asking me to come back to the branch, so it's not really important. At any rate, this email is to notify BBB that we have, in fact, been in constant communication with each other. I will not take his phone calls, as I want everything in writing. Thank you.

Sincerely,

*******************
Business Response
Date: 11/14/2022
BBB,

Thank you for reaching out to us regarding this concern. Due to how long ago this incident was alleged to have occurred, it is taking more time than usual to gather all the necessary information regarding the renters requests. ************** has also notified us that she prefers not to communicate via phone or verbal means but rather only via e-mail which is delaying things slightly as well. That being said, we are in regular communication with the renter regarding her concern in order to gather the necessary information to research this as well as updating her on the status of our investigation. We are confident that, once we have all the information, we will be able to reach a fair resolution based on all relevant facts. Thank you for your assistance in facilitating this conversation with the renter.
Customer Answer
Date: 11/14/2022
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. They have emailed me saying there was nothing they can do. I would like to see the responses and written communication they have made to the manager who was there at the time of this agreement.

Sincerely,

*******************
Initial Complaint
Date:10/10/2022
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 10/5/2022 I received two citations for a rental that took place in July *****, which is over a year old. These are simply not mine.I am disputing the two citations for the following reasons:1. There's no proof that this is my actual rental vehicle. My original rental agreement listed a new vehicle with a temporary license, so the plate number ******* does not match my original rental agreement.2. The citation cannot be verified by San Francisco ******************************* using the license plate number nor the invoice number. The issue time of the citation is at midnight, and the fee amount match the license registration fee. Please provide proof that the car belongs to my rental agreement number and an actual copy of the citation.
Customer Answer
Date: 10/10/2022
********************* (***)
9020 *************
*********, ** 90301-2907
***
Business Response
Date: 10/17/2022
Thank you for the opportunity to respond. After further investigation, our Citations team sent an email to the customer explaining the charges further. The email is attached here.
Customer Answer
Date: 10/17/2022
Complaint: 18190866

I am rejecting this response because: There is no attachment.

Sincerely,

**** *****************
Business Response
Date: 10/27/2022
We were notified by the California *** that the registration for the vehicle was placed on hold for outstanding violations. We did pay the outstanding balance in order to resolve the matter with the ***. The payment receipt we received from the *** referenced the *** number and violation dates of the vehicle on your rental. After further research the violation numbers are for two toll violations that occurred on the ******************. The receipt from the *** did not have a time only the violation numbers, so I contacted Fastrak at ************ and verified that the violations occurred on 07/07/21 at 1:56pm and on 07/07/21 at 3:03pm. With this information we do find that the violations did occur during your rental period and therefor are valid. If you would like to verify the violations with Fastrak you can do so by contacting them and providing the invoice number I692160030774.
Customer Answer
Date: 10/27/2022
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:10/09/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a Toyota Camry at Enterprise in Phoenix Sky Harbor airport on 9/19 for work. That car broke down on my way to Las Vegas. In Las Vegas after going to three Enterprise locations, the Las Vegas Automall location exchanged the Camry for a Toyota Corolla. I then drove to LA where the Corolla broke down. After calling several Enterprise location the Enterprise at Ontario, CA Airport exchanged the Corolla for a Nissan Frontier. On my drive back from LA to Phoenix the Truck had a rumbling noise the entire trip and eventually the front left tire blew.
I called for roadside assistance, which never came and had to replace the tire myself on the side of the highway.
I contacted Enterprise to pickup their vehicle at my house and refund my company **** in full for the three faulty vehicles. The lady I spoke to on the phone said they would. Two days later and they still haven't contacted me about a refund or picking up their vehicle.
I have informed them that I will not allow them to store their vehicle on my property past Monday 10/10, which is tomorrow.
I have also contacted **** to dispute the charges.
Rental Agreement Summary no: ********* Any assistance you can provide would be much appreciated.
Thank you *** *******
Business Response
Date: 10/27/2022
Thank you for the opportunity to respond. Management reached out to speak with the customer about the complaint. A credit was also issued in an attempt to resolve the situation for the customer.
Initial Complaint
Date:10/09/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing this complaint because my insurance company USAA put me for a rental car at Enterprise at the nacogdoches road office on 9/14/22. But I couldn’t reach that office because **** was no longer and employees there so I call the Boerne office to see about picking up the rental vehicle from them. I call USAA and told them about the nacogdoches office and they sent my information over to the boerne office down the street from caliber where I had to drop off my SUV which should have been ready for me on 10/6/22 when my car went into the shop for repair… but unfortunately that’s wasn’t true. When I got to enterprise in Boerne,Texas they didn’t have a good car ready for me. Everyone that came to get a vehicle they got a decent vehicle to drive they gave me a junk car that was hard to drive, pulling from side to side the rear mirror wasn’t working and it was hard for me to pull the seat up for me to drive the vehicle. By driving this rental vehicle it put my stomach in a lots of pain due to trying to turn that hard sterwheel after having stomach surgery. It put my right arm in so much pain as well because I already have chronic pain and I’m not a big person.
They told me to call USAA which I did but no help. They said that Enterprise problem not USAA. So it’s like I’m on my own.
So I turn back around and went back to caliber body shop where ******* was still there waiting for her coworker to pick her up at and she ask to pull it for but I told her that wouldn’t work because what I’m going to do when she not with me..so she said follow her back to enterprise and she see what else that have so I did but when she got back to enterprise and wouldn’t come out from the back to assisted me ****** ask me if could help and I told him that I was waiting on ******* he didn’t say anything to and nor did he call ******* to the front…so when she did come out I ask her what’s up she look at me with a stupid face and said no.
The rest in attachment.
Business Response
Date: 10/17/2022
Thank you for the opportunity to respond. Management reached to the customer to discuss the situation. They are providing 2 free days to make up for the inconvenience.
Initial Complaint
Date:10/07/2022
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.
Name - ****** *****
*** * ********** Rental agreement * ****** Rental dates - 08/17/2022 - 08/24-2022
Rental location - **** * ********* *** ******** ** *****

There has been some confusion w tolls that I had to pay. I had a few emails from enterprise regarding tolls that I just went ahead and paid and I called customer service to make sure she confirmed but gave me confusing information at first regarding the amounts. I want to make sure I have no tolls outstanding for this rental agreement because I did see a notice or something saying I may not be able to rent a car with enterprise again if this is not resolved. I thought there was an error at first but incorrectly disputed it with my bank instead of disputing the toll charges w enterprise directly which I hope did not cause any confusion. I thought I paid all cash for my tolls and did not agree with this but I have gone ahead and paid these tolls and want to make sure this is noted and update by enterprise and I don’t have an issues booking a future rental w enterprise. I hope this issue with the tolls I didn’t recognize that I tried to dispute before ultimately paying them, doesn’t affect me being able to rent when I make a future booking. Please check the rental agreement and let me know if I have paid all outstanding tolls. Sorry for any confusion, thank you. Attaching documents
Business Response
Date: 10/17/2022
Thank you for the opportunity to respond. The renter is referring to the last letters we sent out asking for payment. Once payment was applied, this was been closed. The renter will not be put a renter suspension list.
Initial Complaint
Date:10/07/2022
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 had several reservations since August 2022 two were life or death situations literally for the enterprise branch locally in walterboro sc cancel on me the same day of pickup on vehicle so then this month I had a reservation and the Beaufort SC totally broken the agreement and went against everything they advertise far as guarantee reservations and making customers happy to say the least they downgraded the vehicle I had reserved them over charged and change the dates with leese on the days the vehicle is a hot mess and I wanted what I originally was shown having to go to bank numerous times they gave the car away and gave me nothing but hassle and stress I filed many complaints with the toll free number no managet still has helped me I miswed my dads funeral and more
Business Response
Date: 01/06/2023
Thank you for the opportunity to respond. This was addressed with the customer by management in November. They were given a free week.
Initial Complaint
Date:10/07/2022
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.
Claim# ******** Currently I am dealing with EAN holdings have not gone well one of their vehicles hit my vehicle in my yard and they are saying that there may or may not be liable insurance wise to repair my car I have full coverage insurance I have a 2020 vehicle so I have full coverage and my insurance will fix my car but I don’t feel like I should have to see how their vehicle hit my car if it was the other way around it wouldn’t even be a question on whether my insurance would pay to fix their car completely unprofessional I’ve only spoke with two people so far I’m at been attempting all day to talk with a third but their hours are Monday through Thursday 7 to 5 which they don’t answer the phone and supposedly they’re not there in the office but not working on Fridays completely unprofessional this is the first time I’ve ever made any kind of review or census on any business Will be seeking legal action been without a vehicle for 30 days
Business Response
Date: 10/26/2022
This
response is submitted by Rental Claims Services (“RCS”) on behalf of ACE
American Insurance Company and Enterprise Leasing Company of Orlando, LLC
(Enterprise).

An Enterprise
vehicle was reportedly involved in an accident with the Complainant’s parked
car on September 12, 2022. The Enterprise renter failed to report this
loss which caused a delay in opening a claim. We have informed the
Complainant there are pending coverage issues which are being
investigated. Additionally, due to a lack of cooperation from the Enterprise
renter liability has not been confirmed. The complainant provided contact
information for the witness on October 15, 2022, as it was not included in the
police report, and we are attempting to obtain a statement from this
witness. Further, an independent appraiser has been assigned to complete
an appraisal of the Complainant’s vehicle.
We have
recently spoken with the complainant and advised that once our coverage and
liability investigations have been resolved, we will contact him for resolution
of his property damage claim.
We
apologize for any inconvenience to complainant.
Customer Answer
Date: 11/03/2022
Complaint: ********

I am rejecting this response because:

Well just keeping you guys updated on how this company is just being completely unprofessional add adjuster came out to look at my car about 10 days ago I contacted her within the same day she told me that she would have information for me today at three when 3 o’clock past I contacted her she told me she’s out of the office until 11/16 which is approximately two more weeks from today I have been out of a car for 63 days I’ll post the pictures again of it being hit by one of your vehicles sad disheartening just heartless just to be treated like this when I was at no-fault and literally your responsibility as insurance claim office is to investigate and deal with insurance claims can’t pick up my kids can’t take them to school can’t go pick up groceries have to find rides to work it’s just sad this is my third attempt on here to let you guys know what’s going on with me have a blessed day

Sincerely, ****** ******
Initial Complaint
Date:10/07/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello I am very disheartened about the disgraceful service my family and I received from ***** the manager at the Highway 5 location in ***************. ***** is a horrible manager, why is she there at the store working as a manager with no personal skills to deal with customers? Her customer service skills are horrible, she speaks to people in a demeaning manner and used profanity on the phone as well. Please do something about this lady.
Business Response
Date: 10/11/2022
Thank you for the opportunity to respond. The Area Manager has reached to the customer in regard to this situation. There was a miscommunication between the branch and the customer in regard to a last day insurance rental. They resolved this with the customer directly.
Initial Complaint
Date:10/06/2022
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 rented a car through enterprise and the car broke down while we were on vacation in *******.We waited for over 4 hours at a gas station to get help while we had 2 kids under the age of 2 They are now trying to charge me close to $6000 for driving through a "water puddle" I have asked that I get a phone number or email to their corporate office or manager due to nothing getting resolved. Also at the time of reservation I had booked an SUV and did not get the vehicle I asked for. I was also not offered any kind of insurance coverage or any additional items to add on. Traveling with kids I would have paid whatever I needed to make sure nothing like this would happen. It was almost like they were trying to get me out of there as quickly as possible Reservation would be under ******************* and this was booked in June 2022 We also forgot an Ipad in the rental car and they will not respond to that issue either
Enterprise Rent-A-Car
**************************************************************************
**********
Business Response
Date: 11/01/2022
Thank you for the opportunity to respond. An area manager had previously discussed the situation with the customer. Another member of management more recently has attempted to reach the customer. One voicemail was left, but after that, the customer's box was full. We do encourage the customer to reach back to that member of management if they would like to discuss the matter further.
Customer Answer
Date: 11/04/2022
Better Business Bureau:

Is there an email they can provide so I can have all conversations in writing? I work Monday-Friday 8-6 and it is hard for me to find time to have conversations on the phone.

Sincerely,

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

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