Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB has received consumer complaints against Enterprise Rent A Car St Louis which allege the breakdown of cars recently purchased, damage blamed on renters which is disputed by the renters, and poor customer service.

Complaints

This profile includes complaints for Enterprise Rent-A-Car's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,423 total complaints in the last 3 years.
1,645 complaints closed in the last 12 months.

If you've experienced an issue

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:03/10/2025
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 this vehicle on 2/20/25t waited 5 hrs told no vehicles Enterprise thas contract w/ Jeep Leesburg/Endurance auto warranty se My car was in the shop w/ plan to turack o pick up my vehicle when the work on it was done. I rentedreceived the vehicle at 6:00 p.m. ere about to close as lomited hours.When I pick up the vehicle it was full of cigarette smoke and they documented that then after the smoke wore off the next morning I noticed feces/hair from pets ***** dirty interior. Subsequently I became ill after a few days I communicated this with them they told me they would waive the drop off fee if I dropped it off in *************** I decided not to do that and continue back to ******** to retrieve my vehicle from service They had authorized my *********** card for $300 plus taking two days payment from me a total of $450 every day I would call to see if I could extend and to make a payment they told me I could only use the card that was on file and then I would have to take any other car to a Enterprise location unfortunately I was quite ill and I could not get to the locations in the time so I transferred all the money over to my PNC card which was on file they refuse to take payment , started calling me and harassing me every single day saying that the car was being reported stolen ihey refuse to extend or take any payment from me. Illustrated I was Ill from the condition of the vehicle also the key fob did not work and the tires were improperly inflated Enterprise location in ******** did not make any adjustment for me Risk Mgt harass & threaten me daily ******** letter 5 days to return vehicle I returned the vehicle on 3/7/25h when I picked up my vehicle left it at the ************* location Asking for adjustment by 3 days rental amm I had to clean the entire interior of the car l ended up delayed spending a day aUrgent Care for antibiotics for severe bacterial stomachinfection transferred all my fundsinto card on file yetcthey would not accept
Business Response
Date: 03/14/2025
Thank you for the opportunity to respond. Due to the circumstances of the rental, we will be taking no further action.
Customer Answer
Date: 03/24/2025
I have not resolved this dispute with the merchant at all they remain unpaid and they have not communicated with me at all since I dropped off my vehicle not even to invoice me.
I have no resolution because hey are not communicating with me at all, despite my repeated attempt to communicate with them post drop off of the car rental vehicle.
Initial Complaint
Date:03/09/2025
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 have been trying to retnt a luxury car or a large SUV since last Tuesday. The agent told me he may have one available on Friday....this did not happen due to ALL/MOST vehicles being sent to the airport for rental my incoming personnel last week and this week for the ****************** tournament last week and the basketball tournament this week. This is unacceptable......you are sending a message that people coming into town are more important to support than the people who are local. These are the peole that support your sevice year round vice specific events. I went to the airport to attempt to exchange for a large vehicle and was told that they had over 500 rentals and they did not have a car (large SUV) to spare. The manger (*****) looked u my rental in the system and told me "....you have a 750 BMW....the SUV you have is big enough". He doe snot know my family nor can he make the determination to what I need. I was treated thughout this process like a second rate citizen and it was reinterated today my the manager *****.....to the point he TOLD me to leave. I can not understand how this type of behavior or by ENTERPRISE as a whole can allow peronnel coming into town to take priority. Being treated like a second rate citizen is demeaning and to a degree bullying.
Business Response
Date: 03/25/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and offered compensation to resolve.
Customer Answer
Date: 05/07/2025
I filed a complaint back in the beginning of April concerning a rental experience. We were able to solve the issue and the representative told me I would be sent an email so my next rental would be free for a eight (8) day SUV large SUV rental. To date, I do not have the email and when I attemtped to discuss this with a representative a little over a week ago for a pending rental--there wasw nothing in my history for a free rental. I do not think it is too much to ask to honor our agreement. Thank you.
Business Response
Date: 05/13/2025
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:03/09/2025
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 had a rental car due to an insurance claim, and hit a traffic cone requiring the car to be exchanged. I called enterprise to report this and the lady set up a new reservation. I got to the enterprise, and they immediately cancelled my reservation, and when I said I was here for a transfer they said it was cancelled and they didnt know, and they were sorry. So I had to call my insurance company for a new reservation, which I found out that they cant do it because I cant have two reservations on one claim. I spoke with the manager who then told me that they couldnt do anything about it even though they made a mistake, and so I was stuck at the airport with no way home but to pay for a service to drive me back. I called enterprise **************** )phone number again, and was asked if this was for an accident on the automated response, which then I was connected to a live agent. This person said they couldnt do anything and that they had a number I could call, but when I asked to be transferred they said no. So I took the number down they gave me which was ************. I was disconnected and then attempted to call this number. I called the number and was connected to a phone *** operating line, which I was greatly disturbed by. I went back to the mananger in the airport enterprise, and was told they cant do anything or give me a number to call, because in their words we dont use phone numbers. I was appalled. He walked away. I then proceeded to have to book an **** for $33 to be able to get after this 4 hour ordeal. My insurance adjuster is not back until Monday which I was told needs to make the new reservation, so I am stuck without a vehicle for at least one whole day because of their mistake and negligence. I am deeply offended by the way I was treated and the fact I was given the number for phone ***. I wanted to make a formal complaint here. This all occurred on the am of Sunday march 9th.
Customer Answer
Date: 03/10/2025
Here is the agreement from enterprise with the number on it.
Business Response
Date: 03/11/2025
Thank you for the opportunity to ****************** spoke with the customer, addressed their concerns, learned the customer no longer needed the rental, and confirmed the customer was not charged.
Initial Complaint
Date:03/09/2025
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.
Today I'm going to expose this company. They rent the car with broken tires to the customer and let the customer bear the maintenance fee. This kind of cheating is really shameful. I will never choose this company in my life. I don't know anything about the 55 dollars. The merchant didn't tell me.
Business Response
Date: 03/19/2025
Thank you for the opportunity to respond. Management processed a refund to resolve the matter.
Initial Complaint
Date:03/08/2025
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 rented a car from Enterprise, and at the time of booking, I applied a coupon code that included Collision Damage Waiver (***) coverage. However, after an accident, Enterprise retroactively removed the **** claiming I was ineligible, and has now charged me $5,002 for damages.Key details:The *** was applied at the time of rental using the coupon.After the accident, Enterprise removed the **** stating I was not eligible.If I had known this in while pickup at the location, I would not have proceeded with the rental. Or took a third party incurence. Enterprise did not inform me of the coverage removal until after the incident.Despite multiple calls and emails, I have been unable to escalate this issue to an executive or receive a fair resolution.I am requesting that Enterprise honor the *** coverage that was applied at the time of rental and waive the $5,002 charge.This practice feels deceptive, and I am filing this complaint to seek a resolution.
Business Response
Date: 03/17/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:03/07/2025
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 rented a vehicle on Feb 26th and returned it on Feb 27th. Enterprise is still holding about $424.56on my credit card a week later given I paid for my balance with my debit card. I am extremely annoyed that this is the second time this has happened to me. The location staff was not very helpful but was only able to give me customer service number. Then customer was was not helpful. They sent my concern to the area manager twice by which I have not been called or reached out thus far. I want hold released immediately. Holding my funds for a week is ridiculous
Business Response
Date: 03/07/2025
Thank you for the opportunity to respond. Management spoke with the customer, confirmed the hold has released, and provided the with the merchant authorization numbers.
Initial Complaint
Date:03/06/2025
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 damage control Unit contacted me via phone on 2/6/2025 stating that I am responsible for damages to a GMC with a date off loss 9//23/2024. I asked for the contract for this vehicle they sent me a contract for a vehicle I actually rented which is a Kia Forte and Equinox. There is no contract for the vehicle they are saying I am responsible for. I have contract for the vehicle I actually rented. They reached out to me first attempt 2/6/2025 and sent a final attempt 2/19/2025. I sent an email to dispute on 2/6 and no response. When contacted again on 2/19 the rep said she had so many emails and did not see my email then transferred me to the dispute department. They told me they would contact me in regards to the dispute and did not. I called 3/6/2025 and was told I would get a call back before the end of the week because it will be escalated and not sent to collections. all the dispute team note said was "need more information"
Initial Complaint
Date:03/06/2025
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 rented a vehicle from Enterprise Rent-A-Car at *********************************** (SFO) on November 22, 2024, and was involved in a minor curb impact. The total claim was originally $752.20, and my credit card insurance (Mastercard) paid $500.00 on [insert date insurance payment was made], leaving an expected balance of $252.20.However, after my insurance processed the claim, Enterprise increased the total claim to $802.20, now demanding $402.20 instead of $252.20 without any explanation.Despite multiple requests sent via email (most recently on February 3, 2025), Enterprise has failed to provide an itemized breakdown of why the balance changed. Instead, they repeatedly sent invoices restating simple math ("$802.20 $500 = $402.20"), which does not explain the additional charges.Additionally, Enterprise sent me an invoice for a Jeep Renegade, a vehicle I never rented. I have asked for clarification, but they have not confirmed whether my claim was mixed up with another rental.For over a month, I have made multiple attempts to resolve this issue through email, but Enterprise has not responded. Instead of addressing my concerns, they locked my account, preventing me from renting vehicles.Resolution Sought:A full, itemized breakdown of why my claim increased after insurance payment.Confirmation that my charges were not mixed with another rental.Reinstatement of my account access.A fair resolution that reflects the original claim amount before unexplained adjustments.I have made multiple good-faith attempts to resolve this issue, but Enterprise has failed to respond. If this is not resolved, I will escalate this matter with the ********************************************** and the ************************ (***).This complaint is a formal request for resolution before further action is taken.
Business Response
Date: 03/11/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:03/06/2025
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.
rental agreement 78W9G6 on 02/18/25 i rented a car from enterprise due to a car accident. My insurance company had me call to get a discounted rate (Geico) since i was paying out of pocket. My rate was ***** a day plus fees and taxes. My original date to turn my car back in was 02/25/25 but my car wasn't ready until 02/28/25. I called the enterprise I rented from a no answer I did call enterprise customer service to let them know I needed the car a few more days and they told me they would send a message to that branch. Well on 02/27/25 I finally heard from someone at that branch and let them know I would be turning the car in on 02/28/25. When I returned the car, the lady told me I would get a receipt via email, and I never got that. So, I am looking at my credit card statement and the total charges are for ******. the original price for 02/18/25-02/25/25 was ****** with taxes and fees. So, if I add 3 more days to it at ***** a day plus taxes and fees that comes to ******. ****** plus ****** comes out to ******. I called enterprise customer service today because no one answers at the branch, and she told me I was charged ***** a day. This is incorrect. I would like a refund of *****. I have attached the rental agreement.
Business Response
Date: 03/14/2025
Thank you for the opportunity to respond. Management has decided to process a refund to resolve the matter.
Customer Answer
Date: 03/14/2025
Complaint: 23029848

Will this be credited back to my credit card?

Sincerely,

****** Best
Business Response
Date: 03/24/2025
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: 03/25/2025
Complaint: 23029848

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

on 3/14/25 you sent a response back saying you were refunding me and now you need more time to investigate.
Your customer service is awful i want a refund you over charged me. You cant just make up rates after i signed an agreement with you! No one from Enterprise has ever reached to me.
I have attached all the backup now you have to investigate it again. I want my refund ASAP!!!!!!!!!!!!!!!!!!!!!!!!!

Sincerely,

****** Best
Customer Answer
Date: 03/27/2025
rental agreement 78W9G6 on 02/18/25 i rented a car from enterprise due to a car accident. My insurance company had me call to get a discounted rate (Geico) since i was paying out of pocket. My rate was ***** a day plus fees and taxes. My original date to turn my car back in was 02/25/25 but my car wasn't ready until 02/28/25. I called the enterprise I rented from a no answer I did call enterprise customer service to let them know I needed the car a few more days and they told me they would send a message to that branch. Well on 02/27/25 I finally heard from someone at that branch and let them know I would be turning the car in on 02/28/25. When I returned the car, the lady told me I would get a receipt via email, and I never got that. So, I am looking at my credit card statement and the total charges are for ******. the original price for 02/18/25-02/25/25 was ****** with taxes and fees. So, if I add 3 more days to it at ***** a day plus taxes and fees that comes to ******. ****** plus ****** comes out to ******. I called enterprise customer service today because no one answers at the branch, and she told me I was charged ***** a day. This is incorrect. I would like a refund of *****. I have attached the rental agreement. I have reached out several times to get a refund and have not heard anything back. Should i deny the charges with my credit card company.
Business Response
Date: 03/28/2025
Thank you for the opportunity to respond. Management confirmed they are in the process of issuing a refund to the customer.
Initial Complaint
Date:03/06/2025
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.
In December 2024 I rented a vehicle from Enterprise at ************, ********** location (rental agreement *********). During the rental period I received a parking ticket. The following subsequently occurred:-I immediately contacted the Enterprise location to advise I'd received a parking ticket and that I would take full responsibility for the ticket;-The parking ticket was waived by the City of ******** (confirmed in writing Jan. 27);-One full month later (Feb. 25) I received a notice from Enterprise seeking payment for the parking ticket in question, despite there being no monies owing;-Once again, I immediately contacted Enterprise via email (also Feb. 25) to advise that the ticket had long ago been waived and there were in fact no monies owing;-As of today (March 6) there has been no response from Enterprise, apart from an auto reply confirming the company did receive my message;-Despite my messages, and despite the fact there were no amounts owing, Enterprise charged my credit card in the amount of $95 on Feb. 28;-To date I've heard nothing from the company.I find the company's demonstrated negligence, refusal to reply, and decision to collect monies when none were owing to be reprehensible. As a customer I have now had to invest significant time trying to have the company's poor corporate behavior addressed, and am still awaiting any form of reply from Enterprise despite multiple messages confirming there were no amounts owing. My minimum expectation toward resolution is an immediate refund of the $95 collected, plus payment of $400 as reasonable compensation for the time I have had to invest in this matter to date (again, fully necessitated by the company's negligence). It is my hope the company will now resolve appropriately without need for a small claims proceeding.
Business Response
Date: 03/08/2025
Thank you for the opportunity to respond. As the owner of the vehicle, Enterprise Mobility must pay tickets to avoid penalties and late fees for both the company and the customer. This keeps our vehicles from accumulating multiple citations that could result in the vehicle being towed,impounded, or booted. We depend on government agencies for all information related to these violations. In most cases, it takes one to four weeks for the customer to see these charges reflect with their financial institution post rental. Under the terms and conditions in your rental agreement, the customer is responsible for all costs of fines and violations. This official process is followed with or without preemptive notification of the citation from the renter.
Should the citation issuing agency dismiss the citation, the customer must provide their proof of dismissal using the Citation Documentation webform found at **********************************************************. More information regarding our citations process is made available online at Driving Citations and Tolls FAQ | Enterprise Rent-A-Car or ********************************************************************************************************************************* not hyperlinked.
Customer Answer
Date: 03/10/2025
Complaint: 23029063

Enterprise has sent a form response that in no way resolves or even acknowledges the issues raised in my complaint. My expectation remains that the company will take responsibility for its negligence and resolve the issue in the manner requested.

Respectfully, I note again: Prior to filing a BBB complaint I contacted the company directly to try and resolve the matter. I alerted the company to its (documented) missteps and requested resolution. Enterprise chose not to respond. As a customer I will in no way be left responsible for the company's disinterest in taking responsibility when it has erred.
The timelines and actions I've provided make clear that Enterprise has demonstrated negligence, bad faith, and most concerning to me, an apparent unwillingness to do the right thing even for long-time customers like myself. I will continue to pursue fair resolution.
Sincerely,

***** *****
Business Response
Date: 03/10/2025
Thank you for the opportunity to respond. Our previous response details our official citation process which is made publicly available for consumption and followed with or without preemptive notification of the citation from the renter. More information regarding our citations process is made available online at Driving Citations and Tolls FAQ | Enterprise Rent-A-Car or ********************************************************************************************************************************* not hyperlinked.
Should the citation issuing agency dismiss the citation, we urge the customer to provide proof of dismissal using the Citation Documentation webform found at **********************************************************. Unfortunately, without the submission of proof of dismissal documentation we will be taking no further action.
Customer Answer
Date: 03/12/2025
Complaint: 23029063

The timeline of events I've provided in writing (which Enterprise can easily verify on its own) makes clear the company has contravened its own policies here. Pointing to a policy in no way alleviates the company's responsibility to be accountable for its own employees' negligence. Respectfully, Enterprise has no valid defense.
I note again the company's obstinate refusal to respond to my earlier communications and desire to reach a resolution in good faith. Frankly, the company's willful ignorance of the failings I'd documented in my earlier correspondence leaves the company with a weak hand should we be forced to litigate. My expectation and request is that Enterprise will now elevate this matter to a more senior representative and also consult with the company's legal team in hopes we can reach resolution without need for litigation. On principle, that is the avenue we will be required to pursue should Enterprise continue to refuse appropriate responsibility.

More importantly: Where on earth is the decency and commitment to customer service here? When a company makes a mistake, you take responsibility. You don't try and shift the blame to the customer. I believe ********************** is better than this and sincerely hope someone more senior will now do the right thing.
Sincerely,

***** *****

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