Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

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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

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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:02/28/2025
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.
Complaint Against Enterprise Rent-A-Car (*******************************************)Date of Incident: February 17, 2024, around 3:45 p.m.Employee Involved: ****** ***** Enterprise Claim Filed: February 20, 2024 On February 17, 2024, I returned my rental vehicle to the Enterprise location at *************************************** Employee ****** ***** falsely accused me of causing pre-existing body damage to the vehicle. I immediately stated that I had photos proving the damage was already there and offered to show them. Instead of reviewing my evidence, ***** rudely dismissed me, saying, "Yeah, we'll see about that," and checked the system.After looking up the vehicles records, ***** claimed there was no documentation of prior damage. However, the employee who rented me the car, had confirmed that pre-existing damage was marked. I then showed photo proof, with timestamps, confirming the damage was not my fault. Instead of apologizing, ***** said, "Okay, we're done here," and stepped back.When I asked for a ride to my vehicle as per company policy, ***** and another employee laughed at me and refused, stating, "I don't have to do anything for the way you were acting." I was forced to wait outside in the parking lot with my service dog to arrange my own transportation.Feb 20, 2025 Enterprise filed a false damage claim against me without verifying the facts. I didnt see it until 2/27/25 because it went into my spam folder. Upon finding it, I immediately contacted Enterprise and provided my photo evidence. They requested screenshots, which I sent. Despite clear proof, Enterprise claims their investigation will take two more weeks.I also submitted a complaint to the ********************* on Feb 18. 2025 for this mistreatment of myself and my service dog. Enterprise must be held accountable for wrongfully accusing customers without verifying evidence.
Business Response
Date: 03/05/2025
Thank you for the opportunity to respond. Management sent an email to the customer sharing that they have been absolved of any pursuit for damages related to this rental agreement.
Customer Answer
Date: 03/06/2025
Better Business Bureau:

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

Sincerely,

**** ****
Initial Complaint
Date:02/27/2025
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 June 3, 2024 I picked up a rental car that was paid by ********************. From June 3 until June 22 per paperwork. I tried calling Enterprise numerous times To see when the return date was as I had forgotten at the time. Each time I called I got the biggest run around and no one seem to know anything. One agent said pick up was June 13, then another said no return was June 13 and yet another said June 19 return. So after getting nowhere I finally found my paperwork saying June 22. I returned it on June 21 spoke with agent **** #**** he said everything was good I didnt owe anything extra. I checked my bank acct a couple days later and seen Enterprise debited on June 19th for ****** and another debit on June 20th for ****** and June 3rd for ***** which is the rental fee in which I did receive the 50 dollars back. I never once authorized these debits besides the ***** they require to get the rental. Not only did I not authorize they never even said a word to me about anything I only seen they had when I checked my bank acct. So once again the biggest run around starts again to try and get my money back multiple agents with no one knowing anything multiple agents hanging up on me this went on for weeks . I do have video recording of speaking to an agent who said my money would all be returned to me but yet to this date I have not received any of it back. They now will usually just hang up on me with no answer for anything. I just wanted ****** back that they took fraudulently from me. As this was an insurance renewal rental. Thank you **I have the video recording as well but it would not upload at this time.
Business Response
Date: 03/05/2025
Thank you for the opportunity to respond. Management spoke with the customer and issued a refund check via mail to resolve.
Customer Answer
Date: 03/05/2025
Better Business Bureau:

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

Sincerely,

Sunshine ****
Initial Complaint
Date:02/27/2025
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 Sept 14,2024,Farmers Insurance rented a car for me from Enterprise Rent a car,**********, I had a flat tire in ********, Va several days later,I reported it to Enterprise ..Suffplk without any results, After 2 hours, we called ****** Tire. He charged $98.00 and I paid him. and took the invoice to ******* Enterprise. I aiso sent a copy to their headguarters. I have called numerous times to no avail. ******* *******
Business Response
Date: 03/20/2025
Thank you for the opportunity to respond to the complaint. Management has reached to the customer via telephone and email but has been unsuccessful in reaching the customer. They intend to address the concern with them.
Customer Answer
Date: 03/24/2025
I have filled this compaint before, I would appreciate an answer.
Initial Complaint
Date:02/27/2025
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.
A driver leasing a car from the eFleets services sideswiped my vehicle while I was parked at a red light. He admitted fault of the accident to both me and to my insurance company. ****** ******* at the leasing company said she would give the claim number to their insurance Company to have this settled. After making many calls which were not returned and many emails, which were not answered. I emailed her supervisor and she got back to me right away. She gave me a claim number and said once again the insurance company would contact me. Again after months, I have still not received any Contact From the enterprise insurance company regarding this accident. ****** assures me she is giving them the information, yet several emails later I still have heard nothing and no more communication. *** had to fix some of the damages with my own money to become street legal, and there are still more damages to repair. This is extremely unprofessional, as I am not receiving any updates or communication from either enterprise fleets, ******, or their insurance carrier, Arch. This accident happened back in November and we are now at the end of February. The lack of follow up and distress this has caused is ridiculous. I have given them every chance to fix this, yet nothing is done and no communication is provided without me pushing for it. I told ****** five weeks ago that this was going to escalate if I didnt get some communication. Well, here we are. No communication still!
Customer Answer
Date: 03/12/2025
Better Business Bureau:

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

Sincerely,

******* ********
Initial Complaint
Date:02/27/2025
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 was in a motor vehicle accident on 12/17/2024. I was hit by a State Farm Insurer and my car was scheduled for maintenance at Gerber ***************** on **********************************************************. I was provided with a rental through Enterprise, and was picked up at Gerber initially, by an Enterprise employee on 12/31. When my car was ready for pick up I called the Enterprise Store Manager, ****** Do, who authorized drop off at ****** and requested that I call to inform once I am at Gerber so the rental could be picked up. I did this exactly, and gave the keys to ****** ********, Estimator at Gerber. Days later I was contacted by ****** who inquired about damages. I had no knowledge. ****** later informed Enterprise did not pick up the car for several days, despite being contacted several times. Enterprise is attempting to pursue liability against me for their negligence and failure to pick up their rental as discussed. ****** has verified the vehicle was without damage upon return however, they do not have working cameras. I was also told ****** has advised enterprise not to facilitate returns in this manner due to the surrounding area and likelihood of a hit and run. I was not made aware of this prior, nor can I be liable for returning the rental and keys, per agreement.
Business Response
Date: 03/06/2025
Thank you for the opportunity to respond. Here is the response from our local management team; We have spoken with the customer and provided the desired settlement by closing the claim.
Customer Answer
Date: 03/07/2025
Better Business Bureau:

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

Sincerely,

***** *********
Customer Answer
Date: 03/24/2025
After being contacted by the Area Sales Manager, Creed who also responded through BBB stating the claim was dropped, I have now received a bill for $2219.92 from Enterprise Damage Recovery Unit. I was told my *** that there is NO indication of the claim being stopped, and in order to do so, the area sales manager needs to stop the claim.
Customer Answer
Date: 03/24/2025
I am requesting written documentation from Enterprise stating I am not responsible for damages and that the claim is closed.
Business Response
Date: 04/02/2025
Thank you for the opportunity to respond. Management has confirmed the closure of this claim with the customer verbally and via written documentation.
Business Response
Date: 04/02/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:02/27/2025
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 car from Enterprise when my car was in the repair shop. This was during the month of January. On one of the days we had sub zero temperatures, I let the car warm up on the driveway, which I don't normally do. When I pulled away I noticed the car had leaked oil and left an oil spot on my driveway. I have had several communications with them and they refuse to pay for clean up of the oil stain
Customer Answer
Date: 02/27/2025
Attached is a copy of the rental agreement
Business Response
Date: 03/11/2025
Thank you for the opportunity to respond. Here is the response from our local management team; Shortly after returning the vehicle, we received a customer complaint from Mr. ******* requesting to speak with an Area Manager regarding this issue. Upon learning of the incident, I investigated the ticket and reached out to the customer to discuss.

Upon the 35th day of his contract, the customer reported a leak occurred and the branch staff offered to switch out the rental vehicle. The customer elected to decline this resolution at that time. I informed Mr. ******* that it appeared this leak occurred during his possession of the vehicle and that it had not been leaking prior to the start of this rental agreement. I let him know that we would need to get the vehicle evaluated to confirm no damage occurred that may have caused this leak while he was in possession of the vehicle. We brought the vehicle to our nearest ********* for inspection. They did not locate damage, nor was the oil leak replicated.

Upon learning this information, I reached out to Mr. ******* to let him know. He continued to ask for compensation to pay for the removal of the oil stain on his driveway. I shared that due to the circumstances involving the rental not leaking prior to this rental agreement or upon the customers acceptance of the vehicle, and the leak having occurred a significant amount of time into the rental period, we would not be assuming financial responsibility.
Customer Answer
Date: 03/12/2025
Complaint: 22998184

I have reviewed the business' response and am rejecting it because:
Their vehicle was the only vehicle parked on my driveway. I sent them a picture of the oil leak, they refuse to do anything about it. The leak occurred on the only day that I let the vehicle sit in the driveway to warm up because it was cold outside. It has not been that cold again, which is probably why they cannot replicate the leak. My car was in the repair shop, which was the reason I had the rental. There were no other cars in my driveway

Sincerely,

******* *******
Business Response
Date: 03/14/2025
Thank you for the opportunity to respond. Management contacted the customer and offered compensation to resolve.
Initial Complaint
Date:02/27/2025
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.
Around December 15, I rented a Kia **** from Enterprise Rent-A-Cars El Cajon because my car had broken down and was being worked on. During the five days I had the vehicle, it broke down three separate times, requiring me to go out of pocket.On the day of return, while en route to the ********, ** location, the car broke down yet again on the highway. A *** officer assisted me in pushing the car to safety and advised me to leave the vehicle there and notify Enterprise. Upon reaching the **************** I spoke with an employee named *****, who apologized for the terrible experience and assured me that Enterprise would handle the situation. I also informed ***** that my girlfriend had accidentally left her sunglasses in the car, and he confirmed that I would receive a call regarding them.Days passed, and I noticed the Kia **** remained in the same spot, uncollected. I made several attempts to contact the ******** location but received no answer. I then called the ******** location and Enterprises corporate customer service multiple times to remind them that the vehicle was still on the roadside and needed to be retrieved. Each time, I was assured that the matter was being handled.A week later, my girlfriend noticed a red "FINAL NOTICE" tag on the vehicle. Once again, I contacted Enterprise at all relevant locations, including corporate, with the same outcomeno resolution and no call back. Eventually, the vehicle was towed, yet I still received no follow-up.After weeks of repeated calls to El Cajon, Temecula, corporate customer service, and even other regional and foreign offices, I received no response. Finally, months later, I was contactednot by Enterprise, but by my insurance companyinforming me that Enterprise was holding me responsible for the vehicles stripped wheels. This was the first I had heard of any damage claim, and despite this new development, I have still not received a single call from Enterprise to discuss the issue.
Customer Answer
Date: 02/27/2025
Rental agreement number is 6KCVC0
Business Response
Date: 03/05/2025
March 5, 2025
BBB
RE: Case# ******** *** ******
Enterprise File No. 22001866
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 Mr. ********** ****** rented a 2023 Kia **** bearing Oregon registration 664NWB from Enterprise Rent-A-Car *************************************** dba Enterprise Rent-A-Car in ********************
At the time the renter took possession of the 2023 Kia ****, the vehicle was determined to be rented without damage. This was confirmed by the renter initialing on an electronic tablet at the time of check out. The vehicle was returned with damage. Per the rental contract executed by Mr. ******* he is responsible for all vehicle damage which occurs during his rental period.
After reviewing the concerns presented by Mr. ******* and notwithstanding the foregoing contractual obligations, we have decided to close our file as a matter of customer service. At *********************** we strive to satisfy all our customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.
Sincerely,
******* ******* Analyst
Damage Recovery Unit
Customer Answer
Date: 04/09/2025
Hello, I was advised in the previous message that this horrible company had dropped their bogus claim, but it appears they lied to the BBB. I received a call from my insurance company saying they are still trying to shake me down. I cannot get them on the phone,
Business Response
Date: 04/11/2025
Thank you for the opportunity to respond. The previously shared document communicates we have decided to close our file as a matter of customer service. We encourage the customer to share this official response with their representative as the customer has been absolved of any pursuit for damages related to this rental agreement.
Initial Complaint
Date:02/27/2025
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 Van a week before our trip to ******. When I went to the rental it was snowy and the lady advised that she needed the van for another client on Monday and advised me to take an AWD ******* I took the car and it was horrible the tires were horrible it was fish tailing the whole time. We were going 30MPH the entire trip. It took us 15 hours to get somewhere when it could have been 10. I called Appelton and *********** and either Mangers had 0 compassion blaming the driver and said they were good tires. I want a full refund!
Business Response
Date: 03/05/2025
Thank you for the opportunity to respond. Management has processed a refund to resolve the matter.
Initial Complaint
Date:02/27/2025
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.
This is the fourth time this has happened. Reserved for a full size SUV. Called location and specified that I need a TAHOE, SUBURBAN, or EXPEDITION due to the amount of car seats/children I have. This most recent time I spoke to ****** at the location. After being told 3x within 3 different calls with ****** I get to enterprise and guess what?! NO FULL SIZE SUV THAT IS A SUBURBAN, TAHOE, OR EXPEDITION. They had 3 in the back though. 2 white and 1 gray. After telling me they will look all day for a vehicle I called at 3:30 and they supposedly cannot find a SINGLE tahoe, suburban, or expedition in the entire ******* area. At this point I called corporate to make a complaint with higher **** I was told they would call me within 24 hours and guess what again? NO CALL. I am paying for a vehicle that I do not have! My car seats and children are unsafe in this vehicle. No one at the location or corporate seems to give a single care!
Customer Answer
Date: 02/27/2025
In screenshot it shows they put me in a jeep after promising a Suburban, Tahoe, or expedition.
Business Response
Date: 02/28/2025
Thank you for the opportunity to respond. Our locations are not permitted to guarantee rental vehicle make or model within company guidelines. Management has contacted the customer and found a suitable vehicle to meet their rental needs.
Customer Answer
Date: 02/28/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The manager finally contacted me after going this far and finally got me a Tahoe. Also if you don't guarantee a vehicle do not have your employees guarantee it and promise me itespecially multiple times. ?????

Sincerely,

****** ******
Initial Complaint
Date:02/27/2025
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.
My rental car though Enterprise got a flat tire yesterday at 10:00 AM. I called the road assistance service at 10:00 , they told me it was not spare tire in the vehicle that they will send a truck to tow the car and **** for me to go at the nearest location to pick up a new car. They ending towing the car at 5:30 PM , I had to paid 3 dollars for every hour the car was parked there waiting for them. Today is the next day 8:00 AM and I'm still in **** going from one Enterprise to the next one trying to get a new car
Business Response
Date: 03/11/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.

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