Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

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

4,350 total complaints in the last 3 years.
1,685 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:07/03/2025
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.
Friday May 16, 2025 On this date I rented a vehicle for 7days, out of the Beaumont Lication. The original contract was for $320.17 plus $300.00 deposit. On 5-22-25 I drop the vehicle off at the ******* location since that's where my car was getting fixed. The Enterprise was closed so I drop the key in the drop off box located on the outside of the office. I also called customer service to let them know that I dropped the vehicle off and that no one was at the location. Note that at no time during the rental agreement Mention that I will be paying extra for dropping it at a different location. They tell you about the gas, no pets no smoking etc. Which we found out later when the bank notified me about over the limited on my credit card that I check and Enterprise ad charge me $587.46 when i should have been charged only $320.17. I have called & let several messages for the manager to called me and explained this to me with no word from them.i have when over the contract agreement and no where it states that I will be charge for dropping it at different locations. I have rented several vehicles and had never had any issues until know. I have try to locate my agreement on my Enterprise account to no avail. The copy i have doesn't even mention anything about extra charges. They even gave me a vehicle with expired registration and when I complained about someone was supposed to called me and they never did. They didn't even send me an email to let me know about the charges or a brake down of it.
Business Response
Date: 07/08/2025
Thank you for the opportunity to respond. Management researched the complaint and processed a refund to resolve.
Customer Answer
Date: 07/09/2025
Better Business Bureau:

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

Sincerely,

**** ******
Initial Complaint
Date:07/03/2025
Type:Sales and Advertising 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 rented a car for 7 hours. I was going to a funeral in **** and did not have any spare time. I checked in on line. I declined all additional coverages. I used a credit card that has rental coverage and also my own insurance does too. When I checked in on line there WAS NO NOTIFICATION THAT IF I DECLINED COVERAGE THAT I HAD TO BRING MY INSURANCE POLICY NUMBER when I checked out OR I COULD NOT HAVE THE RENTAL VEHICLE. I did not know this because IT WAS NOT CLEARLY INDICATED. I felt coerced and forced to take the insurance coverage (for an outrageous daily amount) , because I had to have a rental vehicle and had no time to pursue other options or I would have missed the funeral service. this is pure extortion to make the *** more money. It is untenable you did this to a customer with good rental history with you. I have never been asked from any rental company, including those under the Enterprise umbrella, to supply my insurance policy number. the fact the option offered that I could email it that SAME DAY is also not acceptable. Who can reach an insurance agent or get their policy number on the same day. What if I was on vacation. this is a racket to extort more money from the custoimer.
Business Response
Date: 07/18/2025
Thank you for the opportunity to respond. Management has reached to the customer via phone call and email but have been unsuccessful in establishing contact. They intend to speak with the customer directly.
Customer Answer
Date: 07/21/2025
Management did reach me...they will refund the payment. They also explained that this is not their policy and have spoken to the employee. Based on online research other enterprise locations have had same issue. I hope they really do emphasize this with employees.
My refund for me is sufficient action from this company for now. I do think this should affect the bbb rating.
Customer Answer
Date: 07/21/2025
Better Business Bureau:

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

Sincerely,

******* ********
Initial Complaint
Date:07/03/2025
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.
Reserved a compact SUV weeks ago at Enterprise Greenpoint. Showed up todayonly a sedan available. No compensation offered, despite years of customer loyalty and a long history of discounts when they mess up. Manager was polite, but Im extremely unhappy with a company that doesnt honor its own reservations. I need to be compensated and simply renting me a cheaper car at full price doesn't cut it. I needed a compact SUV specifically.
Business Response
Date: 07/18/2025
Thank you for the opportunity to respond. Management adjusted the daily rate of the rental vehicle to resolve.
Customer Answer
Date: 07/21/2025
Better Business Bureau:

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

Sincerely,

**** *******
Initial Complaint
Date:07/03/2025
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.
A few weeks ago, I returned a rental car that I was using due to an accident. To this day, my credit card has been charged without any explanation ******. Despite sending seven emails, I have not received a single response, an invoice, or even a basic explanation regarding the charges. I talked to the insurance and they comfirmed that they took care of everything and I had no payment to make to them.This level of negligence and disregard for customers is completely unacceptable. The staff at this location, including the manager, show a complete lack of professionalism by not even taking the time to respond. Hes name is ********.This experience has been deeply frustrating, and I need answers why they are stealing my money.
Business Response
Date: 07/03/2025
Thank you for the opportunity to respond. Management spoke with the customer,reviewed the charges, and resolved the matter.
Initial Complaint
Date:07/03/2025
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 rented a vehicle from the *********, **********. On 2 July, I inquired about the cost to return it to a different location. I was explicit that I was seeking a quote only!!! I was quoted an additional $3100!!!!!!! When I expressed absolute utter shock, the *** stated they would reach out to the ********* location to see if a different price could be offered. I was told I would be contacted with a quote. I woke up this morning to an email with a new rental agreement and a one way rental fee of $400 CHARGED TO MY CREDIT CARD! I did NOT authorize this!!! This is THEFT and FRAUD!!!I DEMAND the ability to drop off at an alternate location FREE OF CHARGE and a DEEP discount!!! This is THEFT!!
Business Response
Date: 07/07/2025
Thank you for the opportunity to respond. Management has confirmed the customer can return to another location without a one-way fee. Management also offered compensation to resolve.
Customer Answer
Date: 07/08/2025
Better Business Bureau:

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

Sincerely,

********* *******
Initial Complaint
Date:07/02/2025
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 July 1st it was raining & as I was putting my valuables in trunk the hood slammed on my back.I fell & trunk closed with my rent money ************** house& car keys& my chase ********* said oh it's no ********** going on 2 days& nothing nobody knows anything.This is high ************ work 35 miles away I extended the rental 1 day but I can't extend anymore.smh it takes about 1 hr to cut a key.This is a horror movie,their very very unprofessional
Business Response
Date: 07/23/2025
Thank you for the opportunity to respond. Management has reached to the customer several times to discuss the matter but has been unsuccessful in reaching customer. In researching the complaint, management learned the customer has retrieved their items.
Initial Complaint
Date:07/02/2025
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.
On 7/2/25, I had to exchange my rental car twice at the ***************************** in one day. The car that I had, a 23 Jeep Cherokee I picked up on 6/25/25 from the ********* location in *******, had signs that there may be issues with the car right after I picked up the car. That day the washer fluid was out, and also the engine was over a quart of oil low. To prevent from having to switch out cars and be nice, I poured what washer fluid I had left into the car and I also had a partial quart of the same oil that the car (uses the same as my personal car) which at least got the oil level to the safe zone so I could keep driving. Then on 7/2, the car had to be jumped every time it needed to be started that day, so after everything I decided to switch it out. First they gave me a Jeep Compass, but before I even put it in drive the wiper blades were bad. The one wiper had the rubber squeegee flopping all over rather than wiping, so I immediately walked back in. They then gave me another Jeep Compass which at least started and nothing wrong from the start. Once driving it I could hear a humming noise that sounds like a wheel bearing is going out, but I am tired of switching cars especially after the people behind the counter that I can only switch cars once more on my insurance rental.All of this is making me question whether Enterprise truly takes care of their cars and regularly inspects them to make sure they are mechanically sound. Not checking or topping off fluids, checking for odd noises or function, etc. Their employees are also concerning. When returning the Cherokee after telling them I had to jump it several times, they asked me if the car was alright to rent out right away. I said no, the battery keeps dying. Would think someone working with cars would know you can't rent a car with a battery that needs jumped. I would like some compensation for the inconvenience and something to inspire confidence in the quality of Enterprise cars for future rentals.
Business Response
Date: 07/14/2025
Thank you for the opportunity to respond. Management has followed up with the renter and resolved the matter directly.
Customer Answer
Date: 07/14/2025
Better Business Bureau:

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

Sincerely,

******* ****
Initial Complaint
Date:07/02/2025
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.
Im writing to formally escalate an extremely disappointing experience that has severely disrupted our family trip, caused financial loss, and led to significant stress. We are currently in ******** trying to salvage the final leg of our journey after being let down repeatedly by Enterprise.1. Unsafe Vehicle at ****** (June 29 *********)We picked up an Exotic-class rental at 3pm, June 29. Right away, we noticed strange trunk noises, the ESP system was turned off, and the car was set to Sport mode. Later that evening, the engine warning light came on.Out of safety concerns, we immediately called Enterprise support and were told the car would be towed and replaced the next day in ********, with no fees, and transportation costs covered.2. ******** Location Broken Promises When we arrived in ******** (after rescheduling our ferry), we were told no car was available. The branch manager refused to help, check nearby availability, or assist us getting to another locationdespite knowing we were traveling with elderly parents and luggage.Only after over an hour of waiting and pushing did they give us a much smaller car, with no apology or explanation.3. Unfair Charges We were later told we are being charged for towing, blaming us for a loose gas cap, even though we followed Enterprises instructions and were never informed of potential charges.The Impact This caused major disruption to our prepaid plans and affected our familyespecially our elderly parents who had to carry luggage and endure long delays.We booked an Exotic car for comfort but received a smaller, inadequate vehicle.We Request:Full reimbursement for extra transportation and fuel costs.Immediate waiver of towing charges.Compensation for the downgrade and disrupted travel.A formal apology from the ******** location.This trip was planned months in advance as a meaningful family vacation. It turned into a stressful ordeal due to Enterprises service failures and miscommunication.
Business Response
Date: 07/15/2025
Thank you for the opportunity to respond. Management issued a refund to resolve the matter.
Initial Complaint
Date:07/02/2025
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 a rental car through Priceline for an expected total of around $500. However, I was ultimately charged $998.43 by Enterprise. The charges included a higher weekly rate than agreed, plus multiple extra fees.During the rental period, the vehicle began overheating and I contacted Enterprise roadside assistance. I was advised to return the car to the nearest location and told a tow truck would handle the vehicle. I returned the vehicle to a different airport (*********** instead of *******) based on their instructions, but was charged additional fees for a one-way drop-off that was not my choice and beyond my control due to the mechanical breakdown.I believe I should not be responsible for these additional charges since the car had mechanical issues outside of my control and Enterprise specifically told me to return it to a different location. I am requesting a refund of the difference between the agreed Priceline booking total (approximately $500) and the $998.43 that was actually charged, since the additional drop-off charges were the result of their vehicle failing and not my decision.? Company: Enterprise Rent-A-Car ? Location: You can use the location where you picked up the car:Enterprise Rent-A-Car ********************************** ? Transaction Date: Pickup June 23, 2025 / Return July 2, 2025 ? Amount Disputed: Approximately $500 ? Contract/Rental Agreement Number: ********* ? Invoice Number: ***********
Business Response
Date: 07/03/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Customer Answer
Date: 07/17/2025
Corporate office called me told me they will give me a refund they reply to Better Business Bureau that they will give me a refund but I never did
Customer Answer
Date: 07/17/2025
To Whom It May Concern: I am writing to file a formal complaint against Enterprise Rent-A-Car regarding a refund that was promised but never delivered. Following a previous BBB complaint I submitted, I was contacted directly by a representative from Enterprises corporate office. During this call, I was told that a refund would be issued to resolve the matter. Furthermore, Enterprise responded to my original BBB complaint stating that the refund had been provided. However, despite these assurances, I have not received any refund to date. I consider this a serious issue, as it reflects either a breakdown in internal processes or a misrepresentation made to a government-accredited consumer protection agency. I am seeking immediate clarification and resolution, including the prompt issuance of the promised refund and a written confirmation of the transaction. Please let me know if additional documentation is needed. Thank you for your assistance.
Business Response
Date: 07/18/2025
Thank you for the opportunity to respond. Management contacted the customer and ensured the refund was processed with our accounting department.
Initial Complaint
Date:07/02/2025
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 July 1, 2025, the Entereprise Rental agent on the phone scheduled me for a ******* Venue, but when I got to the location, I was told I had no reservation, nor did they have that car on their lot. They didn't go over any of the operations of the vehicle, and I had to ask the manager how to display the clock on the dash As the agent started the car I was given, it backfired when the agent started it, then again when I was on the road as it jerked for a little while. I turned around and drove back to the location and was told if I cancelled the car, I would be billed for it. I asked if I may choose another car to drive, and he advised one of his associates to just bring around the ***** for me to drive without allowing me to choose another vehicle on my own. The agent seemed very annoyed with **** believe the agents at the Enterprise Rental location in at ************************************************ location are very rude, unprofessional, abusive, and displays bad business practices with their customers.After the agent brought the ***** around for me to drive, I asked for a paper copy of the invoice to put in the glove compartment because I was not given one, nor was it sent to my email (as the agent stated). I also went back into the store to inquire as to why the paperwork showed that the car had 3/8 tank of gas, and the dash showed less than tank. I was informed to just bring back the car with the same amount that is in the tank.I am very saddened, dissatisfied, and I feel abused, foolish and violated. I came with high hopes that I would be driving out of the location with the vehicle I initially chose with the customer service agent that promised me, and without any hassle or repercussion. I want to exchange this undesired vehicle with the one I initially chose on the phone with the customer service agent on the phone, without compromise, repercussion or issues, (which was rated under $40.00 per day.)
Business Response
Date: 07/03/2025
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.