Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Important information

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

Complaints

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

Customer Complaints Summary

4,423 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: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.
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.

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

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

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

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

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

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Complaint statuses

Business Response

Business Response

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