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.
1,654 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:03/06/2025
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.
Complaint Against: Enterprise Rent-A-Car Location: ********************* Branch Date of Incident: February 24, 2025 On February 24, my husband and I had two confirmed reservations for two minivans at Enterprises ********************* location. Upon arrival, we were told the vehicles were unavailable, and Enterprise failed to notify us in advance. The branch manager, ******, initially denied our reservation entirely and refused to offer alternative vehicles, only to suddenly locate our exact vans at another branch 20 minutes away after we pushed for a solution.Instead of handling the situation professionally:She told us to call around ourselves to find vehicles, shifting responsibility onto us.Initially refused to cover an **** to the new location, though later offered a technician to drive us.Refused any compensation or service recovery despite the major inconvenience.Failed to communicate properly with the other branch, as that manager believed we only needed one van, not two upon ********** the alternate Enterprise location (*********************************************), the manager handled everything professionally and even covered our gasa ***** contrast to our initial experience.Attempts to Resolve:We contacted the District Manager ***** via email however the email was kicked back as it looks like he cannot receive outside of organization emails even though ****** the manager gave us his contact. I then called Brook directly to let her know I was unable to reach her manager and asked if he could contact us directly, but have not received ANY type of communication from him. Additionally, I received a text message day of rental from Enterprise allowing me the opportunity to reply to give feedback, with still no response.Desired Resolution:We are seeking a formal response, an explanation of how Enterprise will improve its customer service, and appropriate compensation for the inconvenience we experienced.Thank you, and I look forward to your response.
Business Response
Date: 03/14/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Customer Answer
Date: 03/14/2025
Better Business Bureau:

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

Sincerely,

***** ****
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.
On Friday 12/27/24 we rented a vehicle from ****************************************** (HMO) Enterprise. The original dates for this reservation were pick up 12/27/24 and return date of 12/31/24 for a total for $719.58 based on the online reservation they ended up charging us $947.77 not sure where the difference came from. We ended up returning the vehicle early returned it on 12/29/24 so it was only rented for two days they only refunded $ ****** we ended up paying $613.47 for two days and they added prepaid gas we didnt authorize. Weve asked returned the vehicle with a full tank of gas and have proof of this. At this point the original charge was incorrect to begin with but all we want is a refund for the prepaid gas because we didnt authorize that we returned with a full tank of gas we would also like a refund for the extra day they billed us for three days we only rented for 2 days. We never signed the second agreement because their system was down they sent us the agreement the next day via email. We would like prepaid gas charge removed.We would like them to adjust were it says three days we only rented for 2 days. Based on the charges I believe the refund they still owe is around $274.09.
Business Response
Date: 03/19/2025
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: 03/23/2025
Complaint: 23027996

I have reviewed the business' response and am rejecting it because: no one has contacted me.
I prefer to be contacted by phone ************* or email.

Sincerely,

******* *******
Business Response
Date: 03/28/2025
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: 03/31/2025
Complaint: 23027996

I have reviewed the business' response and am rejecting it because: no one has contacted me. Please have them contact at me via email or phone number *************.

Sincerely,

******* *******
Business Response
Date: 04/04/2025
Thank you for the opportunity to respond. The initial refund was successfully completed. Following this, there was a claim issued with the customers financial institution which reversed the charges. Unfortunately, we are unable to take any further action until that claim is closed.
Customer Answer
Date: 04/04/2025
Complaint: 23027996

I have reviewed the business' response and am rejecting it because: the claim with my financial institution was closed.

Sincerely,

******* *******
Business Response
Date: 04/11/2025
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:03/05/2025
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 had a rental agreement with Enterprise from September to November 2024. The entire amount for the rental was to be covered through my car insurance. There was an extension in time due to the repair shop taking longer than usual and my car insurance company, Esurance, covered all the expenses for the rental and I was told that I do not owe anything. Sounds like there is some kind of scam or mix up going on here as this extra charge just appeared several months after returning the rental and my expenses were covered in full by my insurance company. According to Esurance, I do not owe anything as the expenses were covered in full and I would like the $407.88 charge to be dropped.
Business Response
Date: 03/12/2025
Thank you for the opportunity to respond. Management has reached to the customer but been unsuccessful in establishing contact. They intend to speak with the customer directly.
Customer Answer
Date: 03/13/2025
Complaint: 23026106

I have reviewed the business' response and am rejecting it because:
I have made several attempts in resolving this matter. It was very difficult to understand the customer service representative and I was placed on a very long hold. Sounded like they were going to contact my insurance company again, not sure. This should have been already resolved months ago when I had returned the rental and I owe Enterprise nothing. I would like Enterprise to contact my insurance company as they are responsible for paying the rental while my car was in the repair shop and to stop sending me made up charges, this is a scam. I will not be doing business with them ever again. Terrible customer service, ridiculous.

Sincerely,

***** *******
Customer Answer
Date: 03/13/2025
I will not be paying the bogus charges made up by Enterprise. If they have questions or concerns they can contact my insurance company. This was resolved months ago after I returned the rental and I owe them nothing. They are running a scam to see if they can get more money from the customer, absolutely ridiculous.
Business Response
Date: 03/20/2025
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: 03/24/2025
Complaint: 23026106

I have reviewed the business' response and am rejecting it because:
I am not responsible for this made up charge and am not going to pay it. My insurance company assured me that the rental would be completely covered while in the repair shop and I am not to be held responsible for any additional charges or fees.

Sincerely,

***** *******
Business Response
Date: 04/10/2025
Thank you for the opportunity to respond to the complaint. The balance in question has been shifted to the ****************. The customer has been absolved of any pursuit of the amounts due for this rental agreement.
Initial Complaint
Date:03/05/2025
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.
Due to an accident I rented a vehicle through Enterprise on September 12, 2024 . I'm was due to return that vehicle on October 9, 2024 extended out to October 11 2024. I returned the vehicle on October 14, 2024. The vehicle was returned late. I've been trying to rectify this situation since 2024. I've contacted the the customer service branch for information and I have recordings of how Enterprise process certain situations. They are handing false numbers to disconnect from customers; ************. I've ***orted this number numerous times along this process with no change. I spoke with a *** the notified me of very unprofessional acts toward elevated situations(recorded). I accept responsibility for returning it late. However the severity of punishment doesn't fit the crime. I've rented from Enterprise numerous times, this has never been an issue. The punishment of a permanent place on the do not rent list seems a bit misplaced. I would like to know what policy says about handling such situations? The process used for me to get any information was completely unorthodox and draining emotionally. I'm hoping to get this matter resolved and the company policy updated so unorthodox situations like this doesn't happen.
Business Response
Date: 03/12/2025
Thank you for the opportunity to respond. Management has left a voicemail for the customer regarding the matter. Due to the circumstances of the rental, we will be taking no further action.
Customer Answer
Date: 03/12/2025
Complaint: 23023554

I have reviewed the business' response and am rejecting it because:
The steps taken for me to even get an explanation are beyond ridulous. The ARM told me that he didn't receive anything regarding my matter until BBB. This a form of retaliation and it's not right.I reached out normorous time with no response. I want to know if all cases are treated in such a way; if all one time offenders with similar circumstances face DNR for life. Are there break down regaring policy.The matter is aggressive but I look to see some consistency if they could be audited on policy.

Sincerely,

***** ******
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.
Initial Complaint
Date:03/05/2025
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.
On 2/7 I picked up a rental vehicle. At first the car I was going to be given was not ready due to a recent oil change, there was talks about other options. I ended up with a pathfinder. The tank was 1/2 when I picked it up, because we were driving a bit, I stopped shortly after picked up the vehicle at **** to fill the tank up. The Wawa location is very close to the enterprise the time is stamped too. I filled the tank. I returned the car 2/10 after hours with a tank 3/4 full. On 2/11 I received the invoice charging me $27.20 for gas, stating the tank was full when I picked it up. It was not. I think this was an issue from the car originally that I was going to be given not being available. I reached out three times to their customer service, the first time I was told a refund would be made. The second time I was told an issue with processing happened and management would reach out. The third time, I was told oh well maybe they decided not to refund it and they cant guarantee anyone will call me.
Business Response
Date: 03/12/2025
Thank you for opportunity to respond. Management processed a refund to resolve on 3/11/2025.
Initial Complaint
Date:03/05/2025
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.
Enterprise was noticed around 4 pm on 1/29/25 to pick up the rental car I gave back to a collision center after I picked up my car, yet they purposefully wrote down the rental end time for 5:50 pm. In the meantime, the rental car was double-parked and received a parking violation ticket at 4:50 pm, more than an hour after I gave back the car and went home with my own car. On 3/1/25, I noticed that $140 was charged on my credit card by Enterprise. This is obviously erroneous and most likely fraudulent.
Business Response
Date: 03/17/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed the customers concerns with citation notification, and learned the body shop rectified the matter.
Customer Answer
Date: 03/17/2025
Complaint: 23023182

I have reviewed the business' response and am rejecting it because: This was not a response, not even an attempt to apologize. Enterprise borderline committed a fraud, and only thanks to my effort and countless calls with the collision center I could get a reimbursement for something I had no responsibility for. I am asking the BBB to maintain my negative comment against Enterprise since they don't seem to understand what makes a good company when it comes to customer relationship and satisfaction.

Sincerely,

******* *****
Business Response
Date: 03/20/2025
Thank you for the opportunity to respond. Management spoke with the customer and addressed their concerns.
Customer Answer
Date: 03/21/2025
Better Business Bureau:

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

Sincerely,

******* *****
Initial Complaint
Date:03/05/2025
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 a minivan on 2/20 from the Enterprise location at *****************************, and while driving to *******, I discovered that the vehicle had mechanical issues. I called Enterprise roadside assistance number, and they told me to go to a branch near where I was (*******) and get the vehicle switched. However, the employee I dealt with insisted that he needed to keep his cars for people who could be coming to rent the next day. After spending nearly an hour between talking to the employee and then calling Enterprise customer support, I got nowhere. The customer support agent told me they would escalate the issue to "upper management", who would speak to the branch employees, and I would receive a call back shortly. I called back fifteen minutes later, and was told by the representative who ansewred this time, "Oh, you probably won't get a call for about forty-five minutes". I returned to my lodgings, and over an hour later, I called back again, only to be told that escalation could take at least until the next day. I never received any call. I returned the vehicle as provided in the reservation, on 2/23, and since I was never cotacted, I could not see the point of trying to call again. I hope you can at least get my money back, and perhaps some credit for my trouble would be in order as well. Thank you!
Business Response
Date: 03/07/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund.
Initial Complaint
Date:03/05/2025
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 on November 20, 2024 and returned it on January 11, 2025. During my time using the rental, I had a transponder in the car. When I returned the rental, I took the transponder but about a week later noticed Epass was still charging me based on whoever was now using the rental car. The rental car was no longer in my possession and I showed proof from Epass and my enterprise contract with the dates of the tolls and when I had the vehicle. A new driver was using the rental car and racking up tolls. Despite numerous emails and phone calls, enterprise has refused to issue a refund in the amount of $30.
Business Response
Date: 03/10/2025
Thank you for the opportunity to respond. Management has processed a refund to resolve.
Customer Answer
Date: 03/10/2025
Do they have my credit card information to issue the refund they allegedly agree to give me? I want to confirm that they do and a timeframe of when to expect it. ***** you
Customer Answer
Date: 03/13/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. They will likely need my credit card information to issue the refund. Please advise.

Sincerely,

Layali *****
Customer Answer
Date: 03/23/2025
I did not receive a refund yet. Noone contacted me.
Business Response
Date: 03/28/2025
Thank you for the opportunity to respond. Management processed a refund of $49.74 to resolve on 01/11/2025. An up-to-date invoice reflecting these changes has been sent to the customer via email.
Customer Answer
Date: 03/28/2025
Complaint: 23021482

I have reviewed the business' response and am rejecting it because:
That amount was not due to the tolls but for the incidental damage hold charge that they put on the credit card to make sure gas tank filled up and no damage. I filled the tank and no damage so the $50 charge was returned. This is not the tolls issue.

Sincerely,

Layali Salem
Business Response
Date: 04/04/2025
Thank you for the opportunity to respond. Management processed a refund to resolve on 01/11/2025.Additionally, the *************************** matches tolls accrued by Enterprise rental vehicles with the corresponding rental agreement open at that time by way of license plate. This entity has provided the phone number ************ and email address ******************************* for any questions or disputes regarding toll activity. After further research of the complaint, we urge the customer to reach out with the proof of payment from their personal EZ Pass account available.
Initial Complaint
Date:03/04/2025
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 recently put me in a Chrysler ********. The ***resentative who dropped the car off did not take any photos of the vehicle during the walk around. I noticed some damages to the vehicle and the *** said since those were pre existing, that I will not be charged (01-28-2025). Upon returning the vehicle, enterprise received a confirmation that the Chrysler Pacifica was returned to the crash champions where i originally retrieved it. a few days go by and I receive a voicemail saying everything with the vehicle is fine and that I have been returned my $100 deposit. A few days later I get a call from enterprise saying that there is damages on the roof of the vehicle even though it was ***orted fine upon pickup. Attached is an image of the transcript of the voicemail ***orting that everything checked out upon pickup. No damages were ***orted upon pickup. They are trying to hold me liable for damages that happened after the vehicle was already in their possesion. The location of this enterprise is ********************************************. The ***resentative who picked up the vehicle and ***orted no damages is named *********. The person who is trying to hold me liable for dsamages that occured after they picked the vehicle up is named ***.
Customer Answer
Date: 03/04/2025
I am going to get a lawyer involved if I do not receive images that the representatives took during the initial walk around with a time stamp that happened on 01/28/2025, as well as images with time stamps of the vehicle from the renters from before I got the vehicle. The car was picked up by their Representative, and I was told everything was fine when enterprise picked the vehicle up from Crash Champions. There was no damage reported on the vehicle when the enterprise representative ********* confirmed the pickup of the vehicle on 03-01-2025.

I need images of the car with time stamps on the day that I picked it up (01-28-2025) as well as on the day that enterprise confirmed the pickup on 03-01-2025. I also need images of the vehicles in the condition in which the renters before me delivered the vehicle in with time stamps.
Customer Answer
Date: 03/04/2025
This is the info
Model: CHRY / PACIFICA
Color: SILVER
Mileage: 37199
Fuel: 1/2
License #: *******
Vehicle #: 7WPQW8
Renter Agreement #: 72DLKB
Business Response
Date: 03/11/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:03/04/2025
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 rental through my insurance because my car was wrecked in an accident, my insurance should be paying dauly rate, yet Enterprise keeps charging my card with no explanation and no receipts and it has been difficult to get an honest answer or my money back. Tried to guilt me in to paying fir their insurance for rental although my insurance covers this.
Business Response
Date: 03/05/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and processed an adjustment to resolve the matter.

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