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Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

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

Find a Location

Enterprise Rent-A-Car has 2541 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 4,449 total complaints in the last 3 years.
    • 1,610 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/03/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.

      11.2.22 I received a call from a customer rep from the ******************** on ******************. I was threatened to get my rental car towed if I did not bring the car back. However, my contract is valid until 11.9.22. I put down a deposit as required when i picked up the car, and my insurance is paying for the 80% of the rental until 11.9.22. The rep called requiring more money when my contract is under my ********************* He was very rude and disrespectful for now reason. He stated, ' my deposit only covered the rental until 10.31.22, but my paperwork says until the 9th, and Enterprise on required one deposit to put on hold. In additional, i was never give a choice in vehicle, they provided me with a call. My contract is different from what the rude customer service is showing. He differently needs customer service training and stop threating customer they are going to tow the car and leave you stranded it. I want corporate to be aware of this type of service, so it will not keep happening.

      Enterprise Rental Car
      **************************************************************************************
      ************

      Business Response

      Date: 11/08/2022

      Thank you for the opportunity to respond.  The Area Manager contacted the customer and explained that they had an insurance *** of either $1000 or a number of days; it is whichever condition is met first. Area Manager also apologized for the misunderstanding and for the way the rental conditions had been communicated to them.

    • Initial Complaint

      Date:11/02/2022

      Type:Product Issues
      Status:
      Resolved
      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 the ******* location on Sept 30th. I returned the vehicle on the 14th of Oct to the same location. I was informed I would receive my 50 dollar(s) deposit back within 3 days. However, I have yet to receive my deposit back. It will be three weeks since returning the vehicle this Friday. I would like my 50 dollar(s) deposit back.

      Enterprise
      17299 ****************************************************************

      Business Response

      Date: 11/03/2022

      Thank you for the opportunity to respond. Our Area Manager called the customer and apologized for the delay in receiving her deposit.  We mentioned we were unable to process due to a pending extension with the body shop, however that is not her fault, and we will handle the pending extension.

      The refund/deposit is going back to her card on file.

      Customer Answer

      Date: 11/03/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:11/02/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      To Whom this may concern, My name is ******* ******** and I rented a vehicle on 10/13/22 from the Enterprise 7600 75th Street, Kenosha, WI 53142 (Pickup site Caliber Collision/ Kenosha WI) . On the day of pickup I was charged $144 dollars forthe deposit and the $14.95 a day difference for upgrading to a truck and Enterprise Insurance (my insurance covered $30 a day plus). Five days later I was charged (without prior notification) $197. It was to my understanding I wouldn’t be charged anything extra until I return the vehicle. I also contacted Enterprise and requested to have the insurance removed effective immediately and was told it wouldn’t be a problem. Upon returning the vehicle on 10/28 (which was cleaner than what it was when I picked it up) I called Enterprise Kenosha to get a balance and to see where I should drop off the vehicle. I was told by *****, Enterprise employee that the balance was $150 and to drop off at Caliber Collision/Kenosha. The next day without notification Enterprise made attempt to charge $614. I called Enterprise to ask why I was charged more than what was quoted and was told that I was still being charged for the insurance and they couldn’t provide me an answer as to “why” the balance was $614 instead of $150 like ***** had stated. I was then told a Kenosha manager will call me back (never got a callback). Instead the store just keeps on trying to charge my card which my bank has now froze.

      I’ve been renting cars from Enterprise for over 20+ years and this is the worst customer service experience I’ve ever endured. I was never emailed a statement when I picked up the vehicle, nor can I find one on my a enterprise account. I feel like I’m being hoodwinked by the staff. I never thought after suffering a car accident and having to put my vehicle in the shop, that I’d also have to battle and be stressed by Enterprise. I have developed an definite honesty and trust issue and now reaching out to the corporation and HQ

      Business Response

      Date: 12/06/2022

      Thank you for the opportunity to respond.  Management has reviewed the rental and attempted to reach to the customer to clarify.  Unfortunately they were not able to reach the customer, but they can confirm that the rental was for significantly less than the customer is stating, the invoice currently stating $126.54, so they believe that this has been rectified.  We encourage the customer to reach back to management if they have further concerns, and we apologize for any confusion. 

    • Initial Complaint

      Date:11/02/2022

      Type:Billing Issues
      Status:
      Answered
      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 business, and it was delivered to me with 1/4 of a tank. I was told to bring it back with the same amount of gas because they were busy and didn't have time to fill it. I was charged refueling of *****. I have been attempting to resolve this since July 2022 and continue to get the run around. They take my information and tell me they will have someone contact me and never follow through. When I ask when I should expect a call or email back, they hang up on me each time. I've asked each time if it is recorded, I have previously called and reported it and they won't answer me. This is place of business has done this to other individuals that I have spoken to. I would like this matter resolved.

      Enterprise Car Rental
      975 Airport Dr
      *********************, 93401

      Business Response

      Date: 11/03/2022

      Thank you for the opportunity to respond.  An Area Manager has refunded the money and left a voicemail to notify the customer. 

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

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