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

4,422 total complaints in the last 3 years.
1,648 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.

Initial Complaint
Date:04/13/2025
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.
In July 2024, I was involved in a minor accident while returning a rental car. The accident occurred in the parking lot of the rental car facility. I was made to pay a ****** deductible for my insurance, even though the person that bumped me in the parking lot provided her insurance information. I have reached out to the local office, corporate and repairs as I have not been provided an estimate for the repairs, I have not received any notice of a claim from my insurance company or any communication of any kind since I paid the ******. I would like to request a refund due to business practices that have been less than credible. I would like to be provided with documentation of the damage and repair
Business Response
Date: 04/15/2025
April 14, 2025
BBB
RE: Case# ******** **** *****
Enterprise File No. 21248895
To Whom it May Concern:
Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by ********* Ms. ***** rented a 2023 Kia ** bearing Florida registration AL89ID from Enterprise ************************ dba Enterprise Rent-A-Car in ********** *******. On July 1, 2024, Ms. ***** was involved in an accident and a claim was created. The local branch charged $500.00 toward the damage claim.
Per the rental contract executed by Ms. ****** she is responsible for all vehicle damage which occurs during her rental period. ****************** intended to first pursue the at-fault party for the damages. On October 31, 2024, our file was closed as the matter was classified as a minor repair, and the $500.00 charged at the time of return was refunded to ********* credit card.
Should you require any additional information, please do not hesitate to contact our office.
Sincerely,
******* ******* Analyst
Damage Recovery Unit
Customer Answer
Date: 04/19/2025
Complaint: 23197531

I have reviewed the business' response and am rejecting it because: I request to have a confirmation of the credit back, as my cc statement does not show a credit of ****** between 10/24 and 12/24.

Sincerely,

**** *****
Customer Answer
Date: 04/19/2025
I hereby rescind my previous rejection and I accept the businesses response
Initial Complaint
Date:04/11/2025
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.
Today I received a letter in the mail from Enterprise stating that I owe them ******** for damages to a car I turned in a month ago. The damages were not on the car when dropped it off. The deposit was applied back to my credit card. I never received any correspondence stating I damaged the car. The pictures taken are at the collision center not the location that I dropped the car off. Did. Enterprise worker damage the car? I didnt.
Customer Answer
Date: 04/16/2025
Rental agreement 7D4LLK
Business Response
Date: 04/28/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:04/09/2025
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.
On January 10th, 2025 I spoke to ****** in the *********************** who spoke to his supervisor and calculated i was overcharged $867.44 for insurance coverage i didn't need with them. We have tried resolving this issue with **************** and with the Gainesville rental office, the manager **** keeps avoiding us. They charged me for Insurance when I have prove that we had car insurance with ***** complete coverage. They admit to owing me $867.44. for insurance coveragei i had with *****. They had the audacity to tell my caregiver that this was a lot of money to refund. Well yeah, it's a lot of funds you stole from us cause you refuse to refund us. They are taking advantage of an ill person that had just been released from the hospital. Preditorial much? We are 2 disabled ladies on a fixed income. And I had coverage with ***** since 1996. I was charged nearly $2,700 for not even a month. On 3/11/2025 I got a call from Mr ****** from the **************** who told me that this matter would have to be handled by the district manager, *********. I am still waiting for her call or my refund. I hope someone can truly help me because I feel robbed and helpless. I never got a contract. ****** gave me the rental contract number 5z0bcd.
Business Response
Date: 04/11/2025
Thank you for the opportunity to respond. Management has reached to the customer but were unsuccessful in reaching the customer. An email has been sent as they intend to speak with the customer directly.
Business Response
Date: 04/21/2025
Thank you for the opportunity to respond. Management has researched the complaint. At the time of pickup, the customer signed to accept the Optional Protection Products (Collision Damage Waiver and Roadside Assistance) offered. During this rental period, the customer accepted a quoted extension with our Central Reservations Team via phone. Management reached out to the customer once a later payment was not completed. Management could not leave a message as the voicemail box was full. On 10/24/24, the customer called in requesting that a weekly rate be applied to the rental agreement. Management honored a weekly rate of $300/week before tax, offering a savings of $128.93/week and a total savings of $515.70 from 10/02/24-11/04/24.
After a thorough review of this complaint, management determined there has been no indication of unethical sales practice within this rental agreement. There will be no further action taken at this time.
Initial Complaint
Date:04/09/2025
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.
Enterprise Rent A Car *************************************** I have been a loyal full time customer to ******************** since 2016. The customer service gets worse and worse every month. No response to emails. ********* says the branches run independently so no accountability. It's a circus For over a year, I have been in the same rental pick up truck that I use for my business. Its got a lot of tools and supplies I use to make my ********* my attempt to rewrite (renew) my contract for an additional month I was unsuccessful. 1) reason is the location wanted to charge me $68 for gasoline because I had less gas in it than when I picked it up a year ago. On top of that. I was just renewing the contract which means I'm leaving with the same vehicle, with the same amount of gas. So why do I need to pay $68? For what? I was told either pay the $68. Leave the location, go get gas then return. Or they will not renew my contract. Upon further looking at my previous contract receipts, I have been getting charged for gas that they never put in. I paid twice. basically robbery.2) reason. Same location. Would not renew my contract until it had an oil change. I showed them the vehicle computer, the oil life read 20% still remaining. Representative **** said he could put me in a different rental. He offered a ****** Camry. I didn't want to change vehicles, I've been in this one for over a year, which has all my tools and things. It was 4pm. He said go and come back before they close at 5 or turn it in. Drive to go get an oil change and be back in under an hour? I ended up making an appointment getting the oil change and renew the contract 2 days late. Those 2 days instead of giving the rate on my contract they charged $20 more a day than before. Another way to charge me unnecessarily. Anyways, nobody notified me that the oil change needed to be done before the rewrite could be done. I do it regularly on my own typically when the indicator comes on. Terrible service.
Business Response
Date: 04/11/2025
Thank you for the opportunity to respond. Our Area manager has spoken with the customer,addressed their concerns with our rewrite policy, and reviewed the rental charges to resolve.
Customer Answer
Date: 04/11/2025
Complaint: 23183864

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

Nothing was addressed. I still have charges for gas from previous months, I lost almost 3 days of work this week. It was completely unnecessary.
I never met or spoke to any area manager. I only met the branch manager. And he was the one who wouldn't rewrite my truck and charged me for gas and gave me a hard time in the first place.
So not sure why they think it's resolved but it's not

Sincerely,

***** ********
Business Response
Date: 04/21/2025
Thank you for your patience, 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.
Business Response
Date: 04/22/2025
Thank you for the opportunity to respond. Management contacted the customer, addressed their concerns, and reached a resolution.
Customer Answer
Date: 07/07/2025
I have been a customer since 2016. I have had same truck for over a year, rewriting my contract at same location since at the **************** location in *********, *******. I needed to rewrite my contract a week earlier because I had a planned vacation that was same time as my return date. So I to be proactive I rewrote a week earlier. From June 16 to July 12. I paid $1021.96 upfront for the month. When I came to rewrite I asked to be credited for the week early or put it towards my rewrite. They credited me $5.00 and claimed the rate changed because I returned a week to early......Robbery. I had already paid upfront. So charge me $1021.00 for a month but to rent for 3 weeks is $1016.00.......Robbery. It should have been $255.25. Again I've been doing business since 2016 have a rental full time. That's how I get treated for my long time loyalty. I'm looking into other fleet rentals. There is no such thing as a personalized experience with these people. They will take your money and give you any justification why. I'm tired of it
Business Response
Date: 07/12/2025
Thank you for your patience, 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.
Customer Answer
Date: 07/28/2025
Enterprise Rent A Car *************************************** I have been a loyal full time customer to ******************** since 2016. The customer service gets worse and worse every month. No response to emails. ********* says the branches run independently so no accountability. It's a circus For over a year, I have been in the same rental pick up truck that I use for my business. Its got a lot of tools and supplies I use to make my living. In my attempt to rewrite (renew) my contract for an additional month I was unsuccessful. 1) reason is the location wanted to charge me $68 for gasoline because I had less gas in it than when I picked it up a year ago. On top of that. I was just renewing the contract which means I'm leaving with the same vehicle, with the same amount of gas. So why do I need to pay $68? For what? I was told either pay the $68. Leave the location, go get gas then return. Or they will not renew my contract. Upon further looking at my previous contract receipts, I have been getting charged for gas that they never put in. I paid twice. basically robbery. 2) reason. Same location. Would not renew my contract until it had an oil change. I showed them the vehicle computer, the oil life read 20% still remaining. Representative **** said he could put me in a different rental. He offered a ****** Camry. I didn't want to change vehicles, I've been in this one for over a year, which has all my tools and things. It was 4pm. He said go and come back before they close at 5 or turn it in. Drive to go get an oil change and be back in under an hour? I ended up making an appointment getting the oil change and renew the contract 2 days late. Those 2 days instead of giving the rate on my contract they charged $20 more a day than before. Another way to charge me unnecessarily. Anyways, nobody notified me that the oil change needed to be done before the rewrite could be done. I do it regularly on my own typically when the indicator comes on. Terrible service.
Business Response
Date: 08/04/2025
This complaint has been escalated as it 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: 08/08/2025
Complaint: 23183864

I have reviewed the business' response and am rejecting it because: they never call when you say that

Sincerely,

***** ********
Customer Answer
Date: 08/11/2025
This Happened at the ******************************************************** location today 8/9/2025. I have been in the same rental since 03/01/2024. A 2024 **** F150 I use for my business. I live in *****,*******. Enterprise policy is every 30 days you need to enter the branch, pay and renew your contract in my case and additional 30 days. For 16 months I have been paying $1100/ months for the F150 plus a $300 dollar deposit that gets refunded Everytime you renew to a new contract. Long story short my family had an emergency and I needed to drive up to *************. While I was there my contract was up for renewal. I went to the ************************************************** location to renew my contract. The total for the month was going to be $4500. I have been paying $1100 for the same vehicle the last 14 months. Now because I'm in ************* it will cost an additional $3500 per month? That is the treatment I get for 9 years of business. I returned the vehicle and got a much better deal with Barco rent s truck. They lost my business and respect. There is no loyalty. This is not the first time I've had problems with them adding things on invoices that was inaccurate costing me more than it should. Be careful with these criminals that hide behind fine print.
Business Response
Date: 08/14/2025
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: 08/18/2025
Complaint: 23183864

I have reviewed the business' response and am rejecting it because: they will never reach out. Just like the last time....

Sincerely,

***** ********
Business Response
Date: 08/28/2025
Thank you for the opportunity to respond. Our Area Manager contacted the customer once more, reviewed the charges, and addressed why the prices changed.
Customer Answer
Date: 08/28/2025
Complaint: 23183864

I have reviewed the business' response and am rejecting it because:
I have never received any calls, no body has left messages, sent emails. The only person I have heard from is BBB. But nobody from Enterprise has reached out. This happened in April, they overcharged me again in June, July and August until I dropped them. They are theives and the area managers have no power to override or fix overcharging. It's ridiculous

Sincerely,

***** ********
Business Response
Date: 09/05/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
Customer Answer
Date: 09/10/2025
Complaint: 23183864

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

They reached out and said they would rmake adjustments and reach out once the corrections were made. No corrections have been made and have not heard back from anyone.

Sincerely,

***** ********
Business Response
Date: 09/19/2025
Thank you for the opportunity to respond. Our Area Manager previously spoke with the customer, addressed their concerns, and confirmed the customers satisfaction with the resolution.
Initial Complaint
Date:04/09/2025
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 want to file complaint about the manager in location :************************************* Name : ****** He gave me wrong information and he said you can keep the car when the car was ready to turn in and when I turn it in they said nothing left on the account to pay . I'm good to go. So you should go back to him or make him pay it. This is not the customer fault.I request to escalate this matter to the higher . This is should not be on the customer at all . No one responded
Business Response
Date: 04/23/2025
Thank you for your patience, 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.
Initial Complaint
Date:04/09/2025
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.
I have a vehicle under repair, the local dealership rented me a car from Enterprise Rent A Car at ****************************************************************************. We had the car for a week and returned it. At the time of rental, we noted any scratches or dents to the agent, She acted as if she was noting these. When we returned the car, no issue with drop off and we parted ways. Hours later they called trying to claim damages, now we have a very odd email from "Damage Recovery Unit" asking for our insurance information. This location is pretty clearly running a small scam ring where they prey upon people for money and insurance claims. This is a well known practice by Enterprise in other states.I am uploading the receipt at the conclusion of the transaction that clears us from any damage.Then the second file is the very strange email from the "Damage Recovery Unit" that has Enterprise at the top but the email and everything else is bogus.
Business Response
Date: 04/22/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
Initial Complaint
Date:04/09/2025
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.
Rented car when returned said I had no contact I did 7SVLD7. 4/6. To 4/7 they took car at ********* FL got no receipt and deposit not returned. Call 5 times said it was still open.
Business Response
Date: 04/15/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, closed the contract, and released the deposit back to the method of payment on file.
Initial Complaint
Date:04/09/2025
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.
I am writing to formally express my dissatisfaction with the service I received from ********* Mayor Customer solutions manager **************. ********* Mayor was assigned to handle a recent complaint about an accounting issue that caused me to be placed on the no rent list. On 04/04/2025 @ 2:57 p.m. I received a call from ********* Mayor to discuss the situation, ********* Mayor advised that he needed approval from the ** to clear this problem and would call me back. Several hours passed and I was forced to call back myself. When ********* Mayor picked up the phone he was very short and rude and advised that at that moment he was driving and couldnt help at that moment and once again ended the call with him stating he would call me back. I have now waited 5 days with no response from ********* Mayor. On Tuesday 04/08/2025 I texted ********* Mayor requesting a call back an update with no response. On Wednesday 04/09/2025 I called ********* Mayor to be sent to his voicemail, I left another detailed message in hopes of being contacted, again no response. I am very disappointed in the treat I have received by ********* Mayor from Customer solutions, being told anything just to get a customer off the phone without following through with the process that ********* Mayor put in place is disheartening. I have been a long standing customer with ******************** via personal use as well as business use and this is behavior is unacceptable.This experience is extremely disappointing and has caused a hardship. I expected better service based on Enterprise's reputation and commitment to the customers.I would appreciate it if you could address this matter and remove my name from the no rent list like ********* Mayor advised in our conversation on Friday 04/04/2025 @ 2:57 p.m.Thank you for your attention to this issue. I look forward to your prompt response.Sincerely,Djavan Cleveland
Business Response
Date: 04/23/2025
Thank you for your patience, 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.
Customer Answer
Date: 04/24/2025
Better Business Bureau:

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

Sincerely,

Djavan Cleveland
Initial Complaint
Date:04/09/2025
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 March 23, 2025, my partner ***** ******* (Enterprise Plus #: 45TTQJV) rented a vehicle at the ************* location. The car was towed shortly after. We attempted to retrieve the vehicle ourselves but were told by Enterprise that we were not allowed to. At the airport location, one employee told us we could get a notarized letter, but another later contradicted that and refused. This conflicting information forced us to let Enterprise handle the recovery.We were then charged $1,011.46 for towing/storage with no advance notice or opportunity to pay ourselves. We were charged again $94.89 on March 26 with no explanation, and $14.52 on April 2, possibly for tolls again, without communication.We emailed customer service and executive leadership multiple times and received no response. We acted in good faith and followed instructions but were misled and ***************** disputed amount: $1,276.87
Business Response
Date: 04/15/2025
Thank you for the opportunity to resolve. Management spoke with the customer, provided a breakdown of the tow fees, and offered to waive a partial amount to resolve.
Customer Answer
Date: 04/15/2025
Better Business Bureau:

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

Sincerely,

**** ************
Initial Complaint
Date:04/09/2025
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.
I received a moving violation from a camera while driving an Enterprise rental vehicle. I tried to contest it in court, but Enterprise said they had to pay the ticket and I could contest it after the fact. The court would not let me contest the ticket after it has been paid. I spoke to customer service with ********************** 3 times and they kept telling me I'd still be able to take my case to court, and no one could tell me where in my rental agreement I signed off on this. One customer service agent even said I could try and make my case with Enterprise and they could decide whether I was right or wrong. On top of not giving me the chance to contest the moving violation, they added a fee of 25% the cost of the violation for me to pay, and automatically charged my card on file.I think it's absolutely absurd that they are infringing on my rights by not allowing me to contest this ticket in court. I also believe it is insane that the customer service agents have given me conflicting statements, and even insinuated that they could make the decision whether I was guilty or not. The only body that has that power is the agency that issued me the ticket. I believe this policy to be predatory as Enterprise still has not specified where in my rental agreement I signed up on this, and charging a fee of 25% the cost of the ticket just adds insult to injury.
Customer Answer
Date: 04/09/2025
Rental Agreement #: 7DL8XF
Business Response
Date: 04/11/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.

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