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.

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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:02/26/2025
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.
On December 10, 2024, I rented a car from Enterprise, and I was overcharged $68.73. However, I disputed the charge with my credit card company as I was incorrectly charged for a two-day rental when, in fact, I only rented the car for one day. The credit card company conducted an investigation and determined that the charge was made in error, finding in my favor.Despite this, I have received communication 2 months later from ****************** and a letter in the mail claiming that I owe this money, threatening to send the matter to collections, and stating that my rental privileges with Enterprise, Alamo, and National Rent-A-Car will be revoked if I do not pay.I contacted Enterprise customer service, and the representative confirmed that I do not owe the money and that the dispute had been resolved in my favor. However, when I spoke with ***** from their recovery team, she refused to provide her last name or offer any resolution. She stated that even with the proof I was willing to provide, she could not correct the issue and insisted that I pay or face further collections and loss of rental privileges.The companys refusal to correct this mistake and the threats of collections are causing significant distress, especially considering the situation was already resolved in my favor. I am requesting the following:1 Immediate removal of the erroneous charge from my account.2 A formal acknowledgment from Enterprise confirming that the dispute has been resolved, and that I do not owe the $68.73.3 Reassurance that this issue will not affect my rental privileges with Enterprise, Alamo, or National Rent-A-Car.4 An apology for the unprofessional handling of my case by ***** and the recovery team.The company's address for correspondence is:Enterprise Rent-A-Car **************** ******************************
Business Response
Date: 03/05/2025
Thank you for the opportunity to respond. Management has removed the charge in our system and requested customer removal from collections.
Initial Complaint
Date:02/26/2025
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.
Was involved in an accident where other party was found liable and their insurance contracts with enterprise. I strictly told them no to any additional coverage as my insurance covers rentals. I clicked no and signed my initials. Was told a $50 charge to card which showed. Their machine had a tap reader error and he turned the iPad around an readjusted my answers and charged my card after I had left. The hold was over $50. I immediately called them once I saw the added charge and was told the accounting **** would get a hold of me. I called corporate numerous times and no one can solve this issue. The $997.01 for 30 days of a crappy rental wasn't even equivalent to the vehicle that I was driving. And I don't even pay $1000 for 6 months of full coverage on my 4runner so why would I pay 997 just under 1000 for a p.o.s. rental. I wasn't at fault and know how to drive thus didn't need extra coverage. They are of no help and upon further ****** reviews seems to be an ongoing issue
Business Response
Date: 03/05/2025
Thank you for the opportunity to respond. Management spoke with the customer via email and agreed to process a partial refund of the damage waiver cost.
Customer Answer
Date: 03/16/2025
Business did call me and only wanted to agree to a partial refund. When I asked for slightly more.

They didn't respond but they did the partial refund. Waiting to see if enterprise will do the additional $400 I requested.
Initial Complaint
Date:02/26/2025
Type:Customer Service 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.
Entered by BBB Staff AT. Consumer states that she requested the rental of a sedan but when she went to pick it up they tried to rent her an SUV. She is disabled and a sedan is best for her to drive. They told her they did not have any sedans and offered her a truck; the deductible for the truck was higher than her $100.00 insurance allowance. They also suggested a jeep, that would also have a higher deductible than her insurance allowed. She called the ******** location and ******* location, and went to the ************ location. With each location she requested to rent a sedan. Each time she was offered something other than a sedan; she thinks that the Parma location spoke with the other locations and told them not to rent her a sedan. She has repeatedly asked for a sedan and has been denied a sedan. She would like to rent a sedan and if possible to be compensated in someway for the inconvenience they have caused her by not initially providing the requested sedan.
Business Response
Date: 03/11/2025
This consumer filed it under the wrong business. It's the **************** location.
Customer Answer
Date: 07/24/2025
The location of Enterprise Car Rental is ***************************************************************
Business Response
Date: 07/30/2025
Thank you for the opportunity to respond. Management has researched the complaint and learned the customer did not satisfy company rental requirements. These requirements are consistent across the company. We apologize for any inconvenience this may have caused. For future reference we do have our rental requirements available for each location at our website Rental Cars at ***, Affordable Rates | Enterprise Rent-A-Car.
Initial Complaint
Date:02/26/2025
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.
-2/24/2026 -I booked a rental 7 days in advance for a full size sedan!!!! I get to the location in downtown ******** on the day of reservation to pick up my car. The reservation I booked I used a free day so I got a rate of $240 for the week with a full size car. When I go to pick up reservation, they didnt even have the car I booked so I was forced to stay in the full size suv I booked. This made my rate go from $240 all the way to $400!!! They said they would swap me out as soon as possible and its been the 3rd day and theyve been refusing to. I witnessed them swapping other customers out but for some reason they refuse to help me a black man by the way Ive spent thousands of dollars and am a platinum member. Just from August to now *** spent around $20,000. Enough to buy a car but I chose to spend it with a rental company and this is how Im treated.
Business Response
Date: 03/05/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
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:02/25/2025
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.
I am stranded. I cannot get a replacement vehicle. My defective vehicle was towed. I was referred to a branch that called me to let me know they don't have any cars. I am stranded.
Business Response
Date: 03/07/2025
Thank you for the opportunity to respond. Management spoke with the customer, processed a refund, and issued compensation for the third-party rideshare utilized.
Customer Answer
Date: 03/13/2025
Complaint: 22991052

I have reviewed the business' response and am rejecting it because: I have not yet received the refund check for the **** cost to get back to the airport.

Sincerely,

******* *******
Customer Answer
Date: 03/15/2025
Hello. We received the check. We accept the business' response now. Our matter is resolved. Thank you!
Initial Complaint
Date:02/25/2025
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 the morning of [date], at approximately 8:30 AM, I received a call from your representative confirming that my reserved vehicle was available and ready for pickup. Based on this explicit confirmation, I made specific arrangements:I returned my borrowed vehicle to its owner My wife took time from her schedule to drive me to your location I arrived at your facility at 3:30 PM as planned Upon arrival, I was informed that, contrary to the morning's confirmation, no vehicle was available for me. This contradiction between your morning confirmation and afternoon reality caused me substantial inconvenience:I was left without transportation I had to make emergency alternative arrangements My wife's schedule was unnecessarily disrupted I incurred additional expenses for alternative transportation GANG **** Your Claim Number: **************** Company Name: *********************** Your Rental Reservation Thank you for reserving a rental vehicle through Enterprise Rent-A-Car. Your reservation number is WRMBQH.Rental Location:**************************************************************************************************** If you have any questions or concerns about your rental vehicle, please contact Enterprise Rent-A-Car at ************.
Customer Answer
Date: 02/26/2025
Details about your rental are online View as Webpage
GANG YANG
Your Claim Number: 0461622880101015
Company Name: GEICO *****************
Your Rental Reservation
Thank you for reserving a rental vehicle through Enterprise Rent-A-Car. Your reservation number is WRMBQH.
Rental Location:
******************************************************************************************************
Business Response
Date: 03/05/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and followed up with the team involved.
Customer Answer
Date: 03/06/2025
Complaint: 22989531

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

Not feeling being respected.

Sincerely,

Gang Yang
Business Response
Date: 03/11/2025
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.
Business Response
Date: 03/17/2025
Thank you for the opportunity to respond. Management has attempted to reach the customer via phone call and email on 3/10, 3/12, and 3/13. However, contact has not been ********************** intends to speak with the customer directly,
Initial Complaint
Date:02/25/2025
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.
I am an ************************************* member who was involved in a collision on Sunday, February 23rd. My insurance claims adjuster assigned me this Enterprise location to receive a rental. Datavious *. *******, the Assistant Branch Manager advised me over the phone on February 24th that my vehicle wont be available until 8am February 25th at around 8am. I called the location at ***** on February 25th to confirm that my vehicle was ready before I called a friend to give me a ride to the location. I arrived at approximately 915. Datavious was extremely condescending and unprofessional, stating that I was over an hour late and that my vehicle was no longer available. This is contrary to what he said to me over the phone. Additionally; he never stated that I had to be present at 8am, just that my vehicle would be ready at that time. After I tried to explain this to him he denied me the ability to rent a vehicle at that location. I currently do not have a rental vehicle now, preventing me from being able to get to work for at least the remainder of the week.
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.
Business Response
Date: 03/25/2025
Thank you for the opportunity to respond. Management has reached out to the customer but been unsuccessful in establishing contact. Management left messages and sent emails as they intend to speak with the customer directly.
Initial Complaint
Date:02/25/2025
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 27, 2024 I rented a black Chrysler Pacifica van with little to know damages. On September 1, 2024 I exchanged the black Chrysler Pacifica at ********************************************* Rental for a Silver Pacifica due to the original rental having a dead battery. I originally picked up the Vehicle in conyers, **, but the ******* location was closed due to the holiday. On September 10th, 2024 after picking up my own vehicle from Caliber Collision, an employee from ***************** dropped off the Silver Pacifica to the Conyers, **, Location. The Conyers, Ga enterprise location reversed my deposit due to the vehicle being returned in good condition. The ATL Enterprise filed a claim against me on September 11, *********************************************************************************************************** damaging the vehicle they only provided me with photos of the damaged and stated the car was damaged during my rental period, but I did not have the far my full rental period sense that vehicle was exchanged on September 1, 2024. The company is filing FRAUDULENT accusations against me and expecting me to pay for damages that I did not Cause. I suggest that others who rent vehicles take their own photos/videos before and after dropping off the rental car.
Business Response
Date: 03/05/2025
March 3, 2025

BBB

RE: Case# ******** Tshique *******

Enterprise File No. 21550930

To Whom it May Concern:

Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by Ms. ******** Ms. ******* rented a 2022 ******** Pacifica bearing ******* registration AS75HP from Enterprise ******************************** dba Enterprise Rent-A-Car in ******** ********

At the time the renter took possession of the 2022 Chrysler Pacifica, 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 Ms. ******** she is responsible for all vehicle damage which occurs during her rental period.

After reviewing the concerns presented by Ms. ******** 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
Initial Complaint
Date:02/24/2025
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.
I was trying to pay for 2 extra days I had the car, but I was told card ending 9019 I know their not being honest about it, money is in the card, instead they want to go to the office but right now I'm about to have a procedure at ***************** so I can't I can stop Saturday and pay whatever I owe but I know they just trying to inspect the car the car is the way I got it in great shape. I also want them to refund me the money for DW $21.99 and SLP $61.25 rental agreement 727QQL which I had farmers insurance myself so I didn't need their insurance.Also I want them to allow me to pay Saturday whatever I owe on that day since I am heading to the hospital for a procedure.74BZ68
Business Response
Date: 02/25/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and processed a refund to resolve. The customer will be reporting to the location to update the method of payment on file as well.
Customer Answer
Date: 02/26/2025
Better Business Bureau:

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

Sincerely,

**** ******
Initial Complaint
Date:02/24/2025
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 booked online with enterprise car rental to rent a car at *****************************. When I booked the car rental I checked I did not have a flight. It allowed me to proceed with the checkout. Prior to booking car rental I checked with enterprise car rental debit card policy. I was told they accept debit cards and how much needed to be on card $200. I arrived the counter and the clerk said I could not use a debit card unless I had flight. I had flew in the night before and was flying back out 2/24/25. The car rental was from 2/23-24/25. I showed a screen shot I had of return flight. Without my permission to she started strolling through my cell phone, touching the screen, this was a breach of my privacy. She said she was looking for the flight I came in on. But she did not ask me if she could touch my phone or scroll through my cell phone. I tried pulling up my on price-line but it said sorry cannot pull up right now. She said it was because of poor service. I went to airline to get a print out but no one was there. She refused to rent me the car even after I told her I needed it to attend my brothers funeral. Note only did she not rent me the car she sabotaged me from being able to rent anywhere else. When I went to **** the girl told me it would cost $275 a day to rent a car from them. The guy working at ***** said get away from me we have the same policy as them. I am an outstanding employee of the year with the school system and have a Ph.D. *** they treated me like I was a criminal. For some reason she took my desperation to get to a live one funeral as criminal behavior. Why? I really dont know. But I am asking the Enterprise add a day of points to my enterprise rewards and an apology for how I was treated. If their website had said you cannot use debit at airport when I booked the rent a car, I would have made other arrangements and not missed the funeral.
Business Response
Date: 02/27/2025
Thank you for the opportunity to respond. Management has reached to the customer via phone call but has not been able to establish contact. Management sent an email as they intend to address the matter with the customer directly.
Customer Answer
Date: 02/28/2025
Complaint: 22979433

I have reviewed the business' response and am rejecting it because:
I have not heard from the business.

Sincerely,

***** *******
Customer Answer
Date: 03/03/2025
I cannot contact the company. The number I was given through email just rings, no voicemail. I emailed several times no on returned my emails.
Business Response
Date: 03/05/2025
Thank you for the opportunity to respond. Management has reached to the customer several times to discuss the matter but has been unsuccessful in establishing contact. They intend to speak with the customer directly.
Customer Answer
Date: 03/05/2025
The representative of Enterprise just called me and took me through the same harassment his worker took me through. He brushed off the breach of my privacy by her scrolling through my cell phone without my permission which was the main reason for my complaint Im quite sure the airport security would show her scrolling through my cellphone. My complaint against Enterprise is their worker scrolling through my cell phone without my permissions. That should not have happen.
Customer Answer
Date: 03/06/2025
Complaint: 22979433

I have reviewed the business' response and am rejecting it because: I have spoken with **** from Enterprise and he interrogated me all over again and brushed aside the fact the his worker took my cellphone out of my hand and scrolled through my cellphone without my permissiin. He and his worker seemed to ignore the fact I tried pulling up my flight information on Priceline but because of poor internet service I could not pull it up. Also, I went to get printouts from clerk twice and no one was available. They are focusing on the screenshot from my cellphone that I clicked to text to my son about the cost of my trip. That was all I had available to show her and I am appalled at their treatment of me. **** was so belligerent I had to hang the phone up on him. What is their problem to think it is okay to treat a customer the way they are treating me?

Sincerely,

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

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