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

4,424 total complaints in the last 3 years.
1,648 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:08/24/2025
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 rented a car from Enterprise at ***************************************************************************************** (rental agreement: 8R2PWW). I told the salesman the price cannot go above what insurance will pay. Yet, I see I was charged $1.04 on 6/30/25 by Enterprise. Why? At any rate, that charge needs to be removed from my credit card. I will watch for the credit. If Enterprise wants to reach me about it for some reason, it can e-mail me. I e-mailed Enterprise about the issue on 8/9/25, but Enterprise didn't e-mail me back, thereby prompting me to file this complaint.
Business Response
Date: 08/29/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Customer Answer
Date: 09/02/2025
Better Business Bureau:

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

Sincerely,

******* ********
Initial Complaint
Date:08/24/2025
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.
Got a rental from Enterprise located at *********************************************************************************** from 7/31/25 to 8/2/25. Used their EZ Pass, never disclosed to me it was a 4.95 daily fee for using it and on top of that they charged me $84 as EZ Pass tolls. Usually take the same trip with my own EZ pass and I pay $34 round trip. Their statement shows a total of 23 EZ transactions. Opened a case with them and they alleged the statement is accurate. Looking at the statement from 8/1/25 19:41 to 8/1/25 20:24 which is 43 seconds, I was charged 6 tolls for $21.06 for being on the Pennsylvania turnpike for 43 seconds!!. I am sure for the business $94 is nothing but for a disabled veteran like me living on a fixed income it is a substantial amount. What is worse their unethical behavior because they could care less about veterans who put their lives on their line for our freedoms. Any business who disregard veterans is ignoring sacrifices made by those like me and is willing to take advantage of anybody.
Business Response
Date: 09/08/2025
Thank you for the opportunity to respond. The *************************** matches tolls accrued by Enterprise rental vehicles with the corresponding rental agreement open at that time by way of license plate. All specific charges can be found at ******************************************************** were charged to the customer's method of payment on file per the rental agreement. All toll policy information is made available for our customers on our company website at ********************** Car Rental | Enterprise Rent-A-Car or ********************************************************************************************************************** if not hyperlinked. The tolling entity has provided the phone number ************ and email address ******************************* for any questions regarding toll activity.
Customer Answer
Date: 09/16/2025
Complaint: 23789629

I have reviewed the business' response and am rejecting it because:
1. It was never disclosed to me or agreed by me the $4.95 daily convenience fee of the ** pass. I am attaching the original contract in which this fee is not listed. Business can not impose charges on the go without specifying them on written contracts. Never verbally or written disclosed to me. Otherwise, I would have refused and use my own ** pass.
2. I am attaching the ** pass calculator for how much will cost in tolls to make the same trip from my residence in *****, ************ to ******, ** which is $13.23 with ** pass and $26.46 without. Enterprise charged me for same identical trip $94.06
3. Completed that trip in approximately 12 hours round trip and they charged for 23 tolls.
4. From the fifth toll charge listed starting from the top which was 8/1/25 at 19:53 to the first charge listed on 8/1/25 at 20:24, they charged me $4.00, $3.72, $3.16, $3.02 and $3.30 for a total of $17.20 for being on the turnpike from 19:53 to 20:24. $17.20 for 31 seconds on the turnpike?
Sincerely,

*** *******
Business Response
Date: 09/16/2025
Thank you for the opportunity to respond. According to the previously cited resource, the customer may utilize our ****************,which currently consists of the following three options:
Option 1: Utilize an Installed Transponder.
Option 2: If your vehicle is not equipped with an installed transponder device/pre-installed device, you will be automatically enrolled in the ****************** by driving on the toll road.
Under Option 1 or 2, you will be charged $4.95 per day (also referred to as a TollPass Convenience Charge) for using the **************** with a rental period maximum of $34.65, plus the amount of each toll that you incur.
Option 3: Rent a Transponder (only available at certain locations).
In addition to the daily charge for the ****************,Owner, its affiliate or a third party may separately charge Renters credit or debit card for each toll incurred using the transponder, pre-installed device or video monitored service during the Rental Period within the **************** area at the higher of the applicable toll authoritys video toll rate, cash toll rate or highest undiscounted toll rate. In completing a rental agreement contract, the **************** authorizes Owner or its affiliate to transfer to a third party. Renters name, address, credit/debit card information, and other data necessary to enable the collection of all such amounts.
Initial Complaint
Date:08/23/2025
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 July 31, 2025, Enterprise wrongly charged my card $100.79 even though, according to the signed contract, all costs were the full responsibility of *****. After several emails and much insistence, that charge was finally refunded on August 12, 2025.However, on August 22, 2025, Enterprise again charged my card $142.89 without any authorization or explanation. The rental vehicle had already been returned on July 19, 2025, to the Clearwater branch (**************************************). At the time of vehicle pick-up, I was informed that only a refundable deposit would be charged, as clearly written in the contract. This deposit was properly refunded after the return, along with the $100.79 that was incorrectly taken.I contacted Enterprise by email regarding the new $142.89 charge, but I have not received any response. This charge is completely unjustified because ***** is responsible for all payments under the insurance claim and rental agreement.These repeated unauthorized charges have caused me serious financial difficulties: the first time, I struggled to pay my rent, and now I am having trouble paying my car loan installment. I feel I am being taken advantage of, and this situation is unfair and unacceptable.I request that Enterprise immediately refund the $142.89!
Business Response
Date: 09/08/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Initial Complaint
Date:08/23/2025
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.
After asking staff several times if i bought the car back early will I get be back extra money not just my deposit but for the extra days they said yes. When it was time to pay they changed my rates on the car and charged me more than anticipated. I asked several times in specifics to several people and they all said id get the money back for the days I didnt have the car. Instead they charged me more for they days.
Business Response
Date: 09/15/2025
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: 09/16/2025
Thank you for the opportunity to respond. Management contacted the customer, addressed their concerns, and agreed to a partial refund to resolve.
Initial Complaint
Date:08/22/2025
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.
Rental Agreement: 8YJM3N Name: **** ******** On July 14, 2025, I picked up a rental car at Enterprise ******************* (****************************************) at 3:00 PM. I had reserved an intermediate 2/4-door car class at a rate of $48.25 per day, excluding taxes and fees. This was a one-way rental terminating at *************************, with a one-way fee of $167.94, which I accepted.Upon arrival at the ******************* location, I was informed that there were limited vehicle options, and I was given a convertible class vehiclethe last remaining car. No mention was made of any additional charges for this substitution.However, upon returning the vehicle at ************************* on July 17, 2025, I was charged a convertible class rate of $129.99 per day. The Enterprise employee at the return location advised me to contact customer service to correct the billing error.I contacted Enterprise customer service on July 21 and was told someone from the branch would follow up. On July 24, I called again and was informed the request had been mistakenly sent to the wrong location (Newark Ironbound) and was assured the correct branch would reach out. On July 29, I called again and was told the issue would be escalated to a manager, but no contact information was provided. On August 4, I called once more and was transferred to another department (possibly overseas), where I provided my details again. To date, I have received no follow-up or resolution.This experience has been extremely unprofessional, and I have notified my companys travel department (a Fortune 100 financial services firm), which is now reconsidering Enterprise as a preferred vendor due to this lack of customer service.I am requesting that I be charged the rate for the car class I reserved. If Enterprise could not fulfill the reservation, I should have been informed and given the option to rent from another provider.Thank you for your attention to this matter.
Business Response
Date: 08/27/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Initial Complaint
Date:08/21/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Enterprise said they explained it all. But the issue is he asked for a credit card in my wifes name (rental agreement was for her). The card was a debit I said we dont want to use our debit He said we just run it to check validity. 3 weeks in a row we were debited for charges.He saID SHE SAID IS WHERE WE ARE AT. Bottom line I want what was billed today returned. We are returning the car this evening after midight est. The ****** was for today through the 26th. But we will bereturning the car tonight.
Business Response
Date: 08/27/2025
Thank you for the opportunity to respond. Management spoke with the customer, reviewed the rental charges, and processed a refund to resolve.
Customer Answer
Date: 08/28/2025
Better Business Bureau:

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

Sincerely,

******* ********
Initial Complaint
Date:08/21/2025
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 8/3/24 was visiting a friend in *************. When I parked in the driveway a woman I did not know & had never seen be 4 came onto the property, up to the car & was motioning outside the pass window. When I rolled it down she threatened me, called me out of my name then spit on me! Afterwards, she picked up a large boulder out from her yard, (her driveway is parrallel to my friends' that I was parked in) and hit the side of the car with it. I had never met this woman and did not know who she was. she then proceeded to stay outside the window, (another person from her house had come out & joined her) banging on the car, calling me names, grabbing their crotches and threatening me! I had 2 call the police, who reviewed the footage from the camera on the house, ARRESTED, CHARGED AND CONVICTED HER of battery, criminal trespassing and property damage! I reported everything to Enterprise that day and& they had me keep the car bcause they did not have a replacement. ********** police ALSO reported the details to Enterprise, sent them the police report & agreed to cooperate so they could recoup their damages from the woman. The next month I was contacted by a ******** ****** from enterprise, who tried to say I owed the damages. When I asked if she has pursued the person who vandalized the car she pretended not to know what happened. (Mind you, Enterprise had an entire file, pics, police report, statements, etc. from both me & the police.) She said she would reach out to her but in Nov she reached out to me again and I asked AGAIN why she was calling me & not the 1 who vandalized the car she said, "what if she doesn't pay." I told her to stop contacting me & that she needed to speak to the person who committed the crime & the police. I also had the police reach out to her. I thought it was settled until about 3 mos ago I started being harassed by a collections comp. I just found out it was 4 Enterprise, who are now harrassing me & have me on a DNR list!!
Business Response
Date: 09/03/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 09/03/2025
Complaint: 23779853

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

I am not responsible for the damages. You have the information of the individual responsible for vandalizing your vehicle. They were caught in the act, ARRESTED, CHARGED AND CONVICTED for vandalizing your car. East Point police has tried to cooperate with you regarding all details. Why are you refusing to pursue this individual? Please outline a valid reason for not pursuing thebperd8n who actually damaged your car and was caught doing so.
either way, I am not responsible and will not be paying you anything for this tab. You can, and should, however, send the information of the person who actually damaged your car to your supposed "collections agency". THIS COMPLAINT WILL NOT BE RESOLVED UNTIL YOU DO!

Sincerely,

***** *****
Customer Answer
Date: 09/09/2025
I am constantly being harassed, despite them having all the information for the individual who actually damaged their vehicle! They are refusing police cooperation to help them resolve their debt FROM the person who actually owes it to them! But they cannot even give an appropriate response as to why. I will never pay them anything because I did not vandalize their car & do not owe them any money!
Business Response
Date: 09/09/2025
Thank you for the opportunity to respond. Per the rental contract, Ms. ***** is responsible for any damage that occurs during her rental period. Our office will continue to pursue Ms. ***** and the individual responsible for vandalizing the vehicle for the cost of repairs through a third-party collection agency.
Initial Complaint
Date:08/21/2025
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.
On April 29, 2025, I rented a 2024 Chrysler Pacifica Van from Enterprice Rental in ***** for a trip out of town total ****** that including their insurance. on my way home the car ran hot. I call Enterprice to explain what happened, and that when the problem started. They was rude and disrespectful. I did make a complaint, Because my family had to pick me up, and they only sent a toll truck for the van. Not a rental or another vehicle for me. So when the manager gave me half of my money ****** back I thought the case was close. On August 18, 2025 I got a letter in the mail from P.O. Box ****** Kansas Mo ***** number ************ with a clam number ******** "stating I owe them ********, because the damage on the van was my fault. I then called ***** Enterprice spoke with *****. He relayed everything to his manager that assure me everything will be taking care of and I will receive conformation through my email that I want receive another letter again, because i paid for their insurance. That whatever happen to the vehicle they will have it fix. I haven't yet receive a letter from Enterpice rental, and this the reason I am filing this complain. I still have my contract paper work in my email account. If you can help I appreciate it. Thank you
Business Response
Date: 09/03/2025
Thank you for the opportunity to respond. Management has researched the complaint and determined that the renter is responsible for any balance remaining per the rental contract.
Customer Answer
Date: 09/05/2025
Complaint: 23773110

I have reviewed the business' response and am rejecting it because: I have received a letter from the business, that states they have made the decision to take care of claim and that it was closed.

Sincerely,

**** **********
Business Response
Date: 09/06/2025
Thank you for the opportunity to respond. Management spoke with the customer, shared the claim has been closed, and that customer has been absolved of any pursuit for damages related to this rental agreement.
Customer Answer
Date: 09/10/2025
Better Business Bureau:

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

Sincerely,

**** **********
Initial Complaint
Date:08/21/2025
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.
my $300 deposit which was never returned. The first ***** i spoke to told me i never made a deposit and when I tried to correct her she rushed me off the phone insisting I would get a phone call from catlyn the branch manager which never came. I called back the next day and was transferred over to a different branch due to supposed phone issues. The gentleman apologized and assured I would receive a phone call before closing of course the call never came. Day 3 of calling after 60 min of waiting the same gentleman from the ********** branch picked up my call. He explained that the call is auto rerouted when no one answers. His explanation was I did not receive my deposit because I was paying daily therefore my deposit was being chipped away. I explained to him that funds were being withdrawn from my card on file without my permission whether I called to extend or not. And the times I was called to extend I permitted. Also that I had been renting for months and paying the same way, but i never had an issue receiving my deposit upon renewal of the contract the previous 3-4 times, and that it only became an issue when I decided not to re-new. My last communication with customer service my issue was "escalated" and I was told I would receive a call from branch management. That was a month ago no call, no follow-up nothing
Business Response
Date: 09/03/2025
Thank you for the opportunity to respond. Management requested that a refund check be issued to the customer to resolve.
Customer Answer
Date: 09/03/2025
Better Business Bureau:

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

Sincerely,

******** ******
Initial Complaint
Date:08/21/2025
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 6/19/2025, I rented a vehicle from Enterprise. I used my New Jersey E-Z Pass Transponder for toll transactions during the entire rental period. Enterprise billed my Visa credit card account for an additional toll change of $23.26. My efforts to obtain a refund of the $23.26 have been to no avail. To resolve the problem, I would appreciate if you would obtain a refund to my Visa credit card account in the amount of $23.26.
Business Response
Date: 08/29/2025
Thank
you for the opportunity to respond. Management processed a refund to resolve.

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