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

Customer Complaints Summary

4,424 total complaints in the last 3 years.
1,649 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:08/26/2025
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 rented a 7-passenger minivan from Enterprise Rent-a-car as follows:Rental date: 7/2/25 Rental location: ***************************************, ************** Return date: 7/9/25 Return location: *****************************************, ************** Upon receiving the vehicle we noticed that there were substantial scratches and dents on the car. We took photos (one photo included) and discussed the damage with the attendant, who took notes in the system. We also discussed the damage at the checkout station, who also noted the damage before checking us out. The attendant gave us a signed notice indicating the damage at checkout, and we were assured that the damage would be ok and we would not be held liable.When we returned the vehicle on 7/9/25, we again discussed the damage with the attendant checking us in. We showed them the pictures and the signed notice and explained the situation. The attendant made note of this in the system and again assured us that there was nothing to be concerned about and we would not be held liable.On 7/10/25 I received an email from stating that they found damage to the vehicle and would need to file a claim, including attached photos of the damage that was on the car when we first received it. I responded, explaining that the damage was already on the vehicle, and that we had dated photos proving such. replied by asking for the photos. I sent the photos to him, but he never replied *********** (8/18/25) we received a letter from Enterprise Rent-a-car stating they had filed a claim against us holding us liable for damage and requesting payment. The claim information notes the following:Date of letter: 8/11/25 Claim # Date of loss: 7/7/25 Balance due: Phone ************** Damage Recovery Unit ************ I believe this is a fraudulent claim designed to extort money from innocent customers.
Business Response
Date: 08/28/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 08/29/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. While it is not wholly accurate, as I have proof that the driver panel was damaged at time of rental, and the business still falsely contends that it was not damaged and instead was caused by me, I accept the decision to drop the case.

Sincerely,

**** ****
Initial Complaint
Date:08/26/2025
Type:Sales and Advertising 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.
My company had rented a car to replace my company car which was being serviced. and for around July 16 I received an email from enterprise Saying that there was a fine against the car moving violation time and that they paid 150 to satisfy the lien which I believe occurred in the city of ********** ,**** . I followed the prompts on the email and went to an enterprise site which I paid $150 using my Master credit card ending in 4922 on July 16 at approximately 2:36 PM in the afternoon. I took a screenshot of the receipt and kept it in my notes. About two weeks later, I received another email saying that I owed $150 for a moving violation which was the same one I paid previously . I called my local enterprise agency where I rented the car from and they gave me a number in **** with the area code 440 that satisfied traffic violations. I called and spoke to a young lady on the phone that afternoon gave her the information. She said someone will contact me within 10 business days and I never received any word back. Yesterday on August 25 I received an email saying that they put unpaid traffic citation out to a collection agency . I just want reach the correct person in the company show them the receipt that I paid and have this lien removed from my credit report if they put one on my credit report . I would like some resolution to this problem. Thats why Im escalating it to better business here because I believe you will be able to find resolution quicker than I would. I will include screenshots of all the emails that I have in my possession and a screenshot of the receipt with all the information on it regarding the online payment I made to enterprise . Also screenshots of the email from the collection agency they gave it to.
Business Response
Date: 09/09/2025
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: 09/10/2025
Thank you for the opportunity to respond. Management has researched the complaint. Rental Contract 84HQBG was issued a citation on 05/15/2025 in the amount of $150.00. Our system reflects that this amount has been paid.There are no collection efforts for citations related to this rental agreement at this time. However, rental contract 8VZ6SQ was also issued a citation on 07/08/2025 in the amount of $150.00. This is the citation payment is being requested for.
Customer Answer
Date: 09/10/2025
Complaint: 23798956

I have reviewed the business' response and am rejecting it because:
I am asking that Copies of both original citations be presented to me collaborate their statement . I only received one email invoice for a citation on the 16th of July
which was promptly payed for on the 16th of July. No other invoice was sent for a second separate citation.
In fact the only notice I was sent from Enterprise was a letter of demand from the collections company which started this process and complaint with the BBB against enterprise .
Also if they placed the account in collections I would appreciate them Deceasing from damaging my credit and also stopping the relentless phone call I am receiving because of their actions.

Thanks in advance!

Sincerely,

******* ****
Business Response
Date: 09/18/2025
Thank you for the opportunity to respond. The requested documents are attached.
Initial Complaint
Date:08/26/2025
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 8/3/25 I spoke made a resv with Enterprise for a 15 passenger van. My **nfirmation # **********, pick up @ ********************************* 5:00pm 8/21/25, return 8/24/25, 5:00pm. On 8/18/25, Enterprise requested my insurance info, then asked the if the rental was business or leisure, said the employee **de I was using he **uld change to leisure from business, I told him not to touch the **de and he was provided with my insurance info. I thought the interaction was strange. The agent called back said my insurance did not **ver the rental and he would not be able to **ntinue with the rental **ntract. I then spoke with ***** *****. At this point it felt this person was now going out of his way to make this a bad cust experience. I asked why wouldn't the ** *** a cust they would need **mmercial insurance to rent the van this is not **vered under a personal auto policy. I said I will go with Enterprise's insurance, he said no you can't we have to use your insurance for the rental. All of this I later found out to be in**rrect, when I spoke with another agent at a different location. I explained the issue and that **lleague stated they rent the vans all the time for personal use not using any **mmercial **verage, they **ntact the insurance ** only to verify the renter has insurance and then go under the ** policy. ***** went out of his way to make this rental experience horrible, with his insult of insinuating I was using the General Dynamics emp **de fraudulently. He kept smirking when he said I don't want you to leave with a bad customer experience, I said too late for that. If you truly believe all of your customers are deceitful and are **mmitting fraud you are in the wrong business. It is not you job to interrogate the cust, what did you get out of it nothing. When I asked for additional ***** it was refused as well. I also believe the van was double booked. This person **st the ** to lose 3 customers at this point.
Business Response
Date: 08/28/2025
Thank you for the opportunity to respond. According to the renter requirements, Additional Terms, and Conditions if renting in ************;
"All renters and additional drivers must have liability insurance that transfers to a large passenger van.
For a commercial auto policy, the renter/driver must have minimum liability coverage of $1,000,000 that transfers to a large passenger van."
As a result, the customer did not qualify to rent this particular vehicle.
Initial Complaint
Date:08/26/2025
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 was charged a deposit of $208.89 on July 21, 2025 (see attached) which was never returned. Additionally, I was charged $335.38 on August 7, 2025 when I returned the vehicle for vehicle coverage that I did not request or need because the rental was being paid for by insurance company. English is not my first language. I was misled into initialing for coverage that I did not want or need. They were aware of the insurance paying for the rental and thus understood that my insurance would cover liability on the rental car. I noticed the charge on my card the next day but they were closed. When I returned to the location on Monday, August 11 and spoke to the manager, he told me I signed for the insurance so there was nothing he could do, but agreed to refund half of the charge. I still have not received any of the refund. I am requesting the full refund of the deposit ($208.89) and the insurance coverage charge ($335.38).
Customer Answer
Date: 08/26/2025
Rental agreement #: ******
Business Response
Date: 08/28/2025
Thank
you for the opportunity to respond. Management researched the complaint, spoke
with the customer, and processed a partial refund to resolve.
Initial Complaint
Date:08/25/2025
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.
On July 24, 2025, we returned a rented vehicle to Enterprise located at the ***********, ************************. After returning home around 2:00 pm the same day, we realized we had forgotten a bag in the back seat of the vehicle. I immediately contacted Enterprise and was instructed to complete an online lost item report. I completed the form, including photos of the item, and I received confirmation. Since then, I have contacted customer service many times for an update. Each time, the representative confirms my report is on file but offers to resubmit the report, assuring me someone from the location will contact me by next day. Despite these assurances, it has now been 30 days, I have not been contacted. It is difficult to find contact info. for the actual location; all of the phone numbers connect to the cs center. Eventually, a cs **** provided me with the area manager's name and email, ****** *****, I emailed him on August 12th and have not received a response. After additional follow-ups, a cs **** transferred me to the ************************* where a representative named ***** provided another area manager's email, ****** *********. On August 22nd, I emailed both managers. The email address for ****** was returned undeliverable, and I still have not received a reply from ******. In addition to repeated phone calls and emails, I have also submitted messages using the contact link provided in my confirmation email. Despite these efforts, I have received no assistance or resolution from Enterprise regarding my lost property. I would like Enterprise to provide a timely and thorough investigation into my lost item report. I expect clear communication from a manager or responsible representative regarding the status of my property. If my item cannot be located, I request fair compensation for the lost property due to the negligent handling of my report, as well as an explanation as to why my repeated inquiries have gone unanswered for more than 30 days.
Business Response
Date: 08/29/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Customer Answer
Date: 09/02/2025
Better Business Bureau:

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

Sincerely,

***** *****
Initial Complaint
Date:08/25/2025
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 August 18, 2025, my vehicle went into the shop, and I had prearranged a rental with Enterprise. I was influenced to use the pickup option, and I agreed to a specific time and location weeks in advance. I even received a follow-up call confirming the pickup.However, the day of my pickup turned into an extremely frustrating and unprofessional experience. I called the location about eight times with no answer. After speaking with several customer service representatives, I was assured someone was en route to pick me up. I waited for over an hour, but no one ever arrived. I was forced to spend extra money on an **** to get to the Enterprise locationmoney I should not have had to spend, as I could have arranged other transportation if I had been properly informed.When I finally arrived, I explained my frustration to the staff, only to be told they were busy. I felt this response was unprofessional and dismissive. A simple notification or update could have prevented this situation. To make matters worse, I then waited an additional 23 hours before being placed in a vehicle.The vehicle provided was also unacceptable. Most cars available appeared damaged, and I was ultimately given a Jeep Wrangler that had just been returned 30 minutes earlier. It had not been cleaned, was not fueled, and the tire had a leak requiring me to constantly add air. Since then, I have repeatedly called the location, but no one answers. **************** tells me to speak directly with the location, which has proven impossible and extremely time-consuming.Overall, this experience has been highly unprofessional, inconvenient, and disappointing. I expected better service and reliability from Enterprise.
Customer Answer
Date: 08/25/2025
****************************
Tallahassee, **, **, *****
Business Response
Date: 08/28/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Initial Complaint
Date:08/25/2025
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.
Rental Date 7/10/2025-7/14/2025 Rental Agreement 8X8JK5 I rented a vehicle from Enterprise at the ************************* (********) for a planned trip to *****, **. The vehicle had a slow tire leak from the start, forcing me to stop repeatedly for air at my own expense. This not only caused safety concerns but also made me miss an important scheduled meeting with my builder.When I contacted Enterprise customer service during my journey, I was disconnected once and given unhelpful instructions to drive to another location to patch the tire. Upon arriving in *****, I was told to take the vehicle to yet another location, where the wait time was over two hours. This severely disrupted my schedule.I reported the issue to the branch manager, who promised a call from upper management. That call never came. I then escalated my concerns directly to Enterprise corporate customer service via email and received no response. I also made a direct call to customer service and was told that my complaint would be seen by upper management and again, no response has been given.Resolution Requested:Full refund of the rental charges Reimbursement of out-of-pocket expenses related to the tire issue Compensation for time lost due to Enterprises failure to provide a roadworthy vehicle Assurance that Enterprise will improve oversight of vehicle safety and customer service responsiveness This experience reflects both a failure in providing a safe, functional rental vehicle and a failure in customer service resolution.
Business Response
Date: 08/29/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a partial refund to resolve.
Customer Answer
Date: 09/02/2025
Better Business Bureau:

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

Sincerely,

******** ********
Initial Complaint
Date:08/25/2025
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.
Was sent here after my car accident. On june 30th 2025. the other persons insurance was paying to cover the rental, but this scam of a company kept the $50 deposit and is wanting another $173 for coverage on a car i had for 5 days.. that State Farm the at fault insurance should of covered. I am now adding enterprise to the law suit against state farm, for harassing me with a bill for $174 i didnt set up the rental, im not supposed to but them. The at fault insurance should of covered on the fees. It their insureds fault my car got totaled and i was sent to this scam of a company. Now i feel im owed compensation for being harassed by multiple calls and emails and us mail. even after telling them to contact my attorney.
Customer Answer
Date: 08/25/2025
Threating collection for a debt that wasnt my responsibility
Business Response
Date: 09/06/2025
Thank you for the opportunity to respond. Management left the customer a voicemail,processed a refund, and ceased collection efforts 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,

******* ******
Initial Complaint
Date:08/24/2025
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.
08/16/2025- On this day, I was returning to the local Enterprise Rent-A-Car to pay my balance that was due so I can enjoy my birthday weekend in peace. Unfortunately this was not the case. I was charged $99.00 to bring my rental contract current. The unprofessional and irresponsible/ incompetent person ( ***** ) The Area Manager, had reversed the amount I had paid from the beginning of the contract. This then showed up on the internal database that I was behind and owed upwards of $500.00. One employee who I had then spoke to on Monday stated that ***** was aware she made an error and accidentally reversed the amount I had already paid. The documents handed to me show that she manually reversed all the money that had been processed. Although on the Database of Enterprise it shows the money was returned to me it never was. My account had no refund or returns. This then escalated the contract to an embezzlement flag. Causing ***** to systemically email me that the vehicle will be reported stolen. I had been reassured that nothing was going to happen and in fact they would offer a discount by the time they close out the contract. Since 8/16 I have made payments upwards of $300.00. The team members at that time assured me they would note this issue as its a critical error on their part and reassuring me not to worry. As of today I received an email stating that the vehicle must be returned or it will be escalated. As shown in the image below. The reversal was done manually and in person. Even though ***** had made a critical error they refused to note that on the system.
Business Response
Date: 08/29/2025
Thank you for the opportunity to respond. Management offered compensation to resolve the matter.
Customer Answer
Date: 09/02/2025
Better Business Bureau:

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

Sincerely,

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

Please have local management contact directly. Thank you.
Initial Complaint
Date:08/24/2025
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 am filing a complaint against Enterprise Rent-A-Car for failure to honor a reservation and for poor customer service. I am a Platinum member of the Enterprise Plus program.I used my points to book a rental car under confirmation number ********** at the ******************* (LIT) location. When I arrived to pick up the vehicle, none was available. The staff on duty were rude, dismissive, and offered no ************* a result, I was forced to rent a car from ***** at an additional cost of $97.93, causing significant inconvenience and unexpected expense. As a Platinum member, I expect a confirmed reservation to be ********** resolve this matter, I request the following:Full Refund of Points: A refund of all the Enterprise Plus points used to book reservation #**********.Full Reimbursement: Reimbursement for the $97.93 I was forced to spend on alternative transportation with Hertz due to Enterprise's failure to provide a car. I can provide the receipt as proof of this expense.Compensation for Inconvenience: Additional compensation for the significant inconvenience, stress, and wasted time caused by this incident. As a Platinum member, I have a reasonable expectation of reliable service, and this experience was a severe breach of that trust.I expect a prompt response to this complaint and a swift resolution. Thank you for your time and attention to this serious matter.
Business Response
Date: 08/29/2025
Thank you for the opportunity to respond. Management spoke with the customer and offered compensation to resolve the matter.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

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