Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

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

4,423 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:02/25/2025
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,

***** *******
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.
Between the dates of January 18th 2025 to February 14th 2025 Enterprise Rental car charged my account $967.16 at a rate of $35.00 a day due to their failure to provide me with the vehicle I reserved and following misinformation provided to me at the time of pick up. I reserved a 4 door sedan to be picked up on January the 18th. Upon my arrival the representative informed me they did not have any more sedans and offered me a mini van. I explained that I had never driven a mini van and wasn't fully comfortable utilizing something I was unfamiliar with going into several expected snow storms. The representative then offered a dodge durango which I agreed I would be more comfortable in. It was explained to me that the Dodge durango was $35 a day $30 would be covered by insurance. I confirmed with the gentleman that would mean I would be responsible for the difference of a few dollars a day (around $5) a day and was told yes. I agreed and we proceeded. Through the time of my rental the company then charged my $35 daily adding up to a total of almost $1000 dollars. Upon return of the vehicle and several trips to the in person location they are denying responsibility and saying that I requested the upgraded vehicle which came at an additional charge of $35 a day on top of $30 that was covered by insurance. I am incredibly frustrated, no one has taken responsibility, and it all could have been avoided if they had the vehicle I reserved in the first place and if the representative effectively communicated and accurately answered my questions and statements at the on set of the rental. Due to these charges being automatically charged to my account (one which I had extra funds in provided by the insurance company to pay for the repairs of my vehicle or it would have been over drawn and my bank notified me) I was not aware of these charges going through until the statement summary was provided to me upon return of the vehicle.
Business Response
Date: 02/26/2025
Thank you for the opportunity to respond. Management was able to establish contact with the customer and resolve the matter.
Customer Answer
Date: 02/26/2025
Complaint: 22983186

I have reviewed the business' response and am rejecting it because: I have not been contacted by the business and it certainly has not been resolved. No one at the location took responsibility or helped me in person on my visits on February 15th or February 18th. I made several calls to the customer service line and filled reports once on February 18th which was supposed to be being sent to management and I was told I would hear back within 48 hrs. I still did not hear back so called again on February 20th @ 8:00 at spoke to a representative again, at that time I was told they were sorry and would be pushing it up as an urgent matter to management and I would hear back by the end of the day. I did not hear back so called again on February 20th at 4:26pm and still have not heard back or been contacted. I was never contacted nor have I heard from anyone resulting in no resolution even being possible which is why I ultimately have filled this report.

Sincerely,

***** *****
Business Response
Date: 02/28/2025
Thank you for the opportunity to respond. Management has contacted the customer and processed a refund to resolve.
Customer Answer
Date: 03/05/2025
Complaint: 22983186

I have reviewed the business' response and am rejecting it because: While contact was made and a refund agreed to, the business then proceeded to charge my account the amount refunded following the deposit of the refund. I reached out to the contact at Enterprise when I noticed the pending refund AND charges in my account expressing my concern that it appeared this was happening. I was assured it was just the pending refund and they would be in touch with accounting to ensure it has handled correctly. The refund was deposited successfully on 3/3 and then a charge to my account for the same amount that had been refunded was processed the following day by enterprise.

Sincerely,

***** *****
Customer Answer
Date: 03/12/2025
The refund has been reissued and received on my end.
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.
We rented a vehicle for a week in May of 2023 and drove out of the state to **. When we picked up the vehicle, my husband and I went over every inch of the *** with the employee. Every scratch or dent we pointed out, he showed be his Ipad with all panels of the vehicle, including the roof, marked red saying "it was accounted for" or "don't worry it has to be bigger than a golf ball or quarter". I then SIGNED the contract on the exact Ipad that he had when we went over the vehicle. When we returned a week later, May 8, another young man was working and when he came back inside from checking it he immediately accused my husband of "hail damage from yesterdays storm". He pointed out TWO dents that says were not there and were caused by hail. My husband proceeded to tell him we were in ******* for the storm. Showed proof we were out of state. There is no hail damage on this vehicle. Well, over a year later and although State Farm investigated the situation over many months and proclaimed us not liable, Enterprise sent me a bill for $1500 of body work!!! FOR TWO DENTS. They are coming after me personally. Now I am receiving emails from a "******* ********" from Enterprise Damage Recovery. When I email back, no response. When I call and email (multiple times) the area manager, *** **********, no response. When I contact Enterprise corporate and get their damage recovery department, nobody knows who ******* ******** is. Cannot get me in touch with him. The **** I speak to in that department say "nobody can do anything about this" and "it is what it is". I was supposed to get a call back from a supervisor and AGAIN, no call back. AND NOW THEY SENT ME TO COLLECTIONS!! They can ruin your life because its their word vs yours. I went through the appropriate steps and escalation to get this taken care of.
Business Response
Date: 03/10/2025
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.
Customer Answer
Date: 03/11/2025
Complaint: 22983246

I have reviewed the business' response and am rejecting it because: I have had contact by one person who claimed she was ********* **** from the Enterprise **************** She only further complicated the matter. She told us very conflicting information to what we had been given during other phone calls with this company. She did not investigate. She simply said what each Enterprise representative has said you are in the wrong, you are at fault, you must pay. She was disrespectful and unprofessional using exact quotes such as follows; by Gods hand and ********* you are in denial. This was another strong arm attempt by this organization to extort money from a customer. As mentioned earlier, she could not speak to any of our actual concerns regarding the situation/case. She told us very conflicting information further complicating this nightmare.

Sincerely,

****** Malfeo *******
Business Response
Date: 03/17/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 03/18/2025
Complaint: 22983246

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

The response is absolutely, 100 percent false. Whoever wrote this letter has no idea what theyre talking about; they have no facts of the situation. I have proved multiple different ways that I was not in the state during said May 7th hail storm. I have also discussed multiple times with Enterprise that I pointed all the scratches AND dents to representative renting out the Expedition to us. He continuously assured me thats accounted for or that doesnt count its smaller than a nickel or a dollar bill. After being assured EVERY **** was accounted for, I signed and initialed on the iPad. Then when we return, were immediately accused of hail damage from the hail storm we werent even in the state for. Its a scam at the highest level
Id like ********************** to provide photographed documentation that these hail damage was not in the vehicle when we took possession of the **** Id like them to provide detailed documentation of every scratch and dent on the vehicle before we took possession .
To add onto the lies and falsifications here, I have called the Damage Recovery Unit on multiple occasions, looking for ******* ******** - the specialist who sent me emails regarding the $1500 repair bill and reporting it to a credit agency - but it turns out nobody can ever get me in touch with him. One rep told us he had no idea who this person was, but it wouldnt matter anyways because nobody could do anything about it. I have called and emailed the Area Manager countless times and never got a response. I have documentation of all of these calls and emails.
Sincerely,

****** Malfeo *******
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.
1-25-2024 I spoke with Enterprise. The car I rented was supposed to have been reserved before I received it. After I drove it for 2 days, the warning lights came on. I called the rental store & they told me to take the car to ********* to have the oil changed. I did that, but the lights came back. I then parked the car because when I spoke with the man I rented from had m & wanted me to take the car back to *********. That wasn't my responsibility. 11-20-24 I took the car back as requested my refund. They said that it would be credited back on 11-21-24. It was not credited back. On 12-12-24, I spoke with ****** who told me that it should have been sent back to my bank on 11-27-24 in the amount of $360.40. They never had my bank account number. On 1-25-2025, I spoke with *****. They told me their legal department would contact me. It's now 2-16-2025 & no one has contacted me.
Business Response
Date: 03/05/2025
Thank you
for the opportunity to respond. Management processed a refund to resolve.
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.
Rented a car in June of 2024 with no issues. In October I received a letter in the mail saying I owed $100 due to a citation from the state of NY for speeding in a camera monitored work zone. I doubted this so I contacted enterprise. They claim they are unable to give me any type of copy of the citation from NYS. I contacted the *** citation division and they have no record of a citation given on that day with the plate of the car I was driving- they suggested I ask enterprise for an actual copy. They were unable to help me further as they needed a jurisdiction and enterprise cannot tell me where it happened. *** also noted that every citation is processed with the 2 photos to show the speed! I contacted enterprise about 8 times via phone and email requesting the copy. Each time they sent me their computer generated printout. I also questioned why I was being billed $75 when a first offense in the state of ** was only $50. (On top of the $75, they charged me a $25 admin fee for a total of $100)My last communication with ******** at ***************************** ended with her telling me again to contact the citation department.I have no problem paying the citation if it legitimate- and paying the legal first offense fee $50 with the admin fee of $25; however I have asked countless times for proof that this is not a scam and am unable to obtain any proof of this citation.
Business Response
Date: 02/28/2025
Thank you for the opportunity to respond. Management will be sending a copy of the ticket with photo evidence to the customer directly.
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.
On 12/27/24, I arrived at the established Enterprise Rental to retrieve my reserved vehicle. I had reserved a premium SUV (seats 8 and room for 7 bags) and was given a crossover SUV (seats 7; room for 3 bags). The Enterprise representative apologized that she was unable to locate the reserved vehicle. Unfortunately and per her instruction, I then had to call several sites to attempt to find a vehicle within Enterprise as well as other companies over the next 4 hours. I then had to pay $449.40 for an outside company (********************** of *****, **) to pick up and deliver our luggage as the Enterprise vehicle we received could not accommodate our belongings.I wrote to ***************************** to please refund me the $449.40 I paid to remedy the problem the company created. Unfortunately, all they did was have the manager call my husband to offer a free upgrade and gas on our next order. They would not elevate my concern to a manager at *****************************.
Business Response
Date: 03/10/2025
Thank you for the opportunity to respond. Management has reached to the customer but left messages as they have been unsuccessful in reaching the customer. They intend to speak with the customer directly.
Business Response
Date: 03/14/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Customer Answer
Date: 03/24/2025
This company has settled this dispute by refunding me the $450. It was challenging to resolve this as it took much energy and time. I am very grateful to you, BBB, for all of your support and guidance as I am confident this would not have been properly settled without your intervention and advocacy. Thank you!
Initial Complaint
Date:02/23/2025
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.
I personally planned a family vacation to ****, ****** for seven days in late November. I paid $2766 for a Rent-A-Car. I never received when I got off the plane at the airport in **** at the *******************************************. I went to the enterprise car rental. after showing my ID, I was told the car was on the other side of the island and then they would not provide transportation to up my vehicle or bring it to me, which is impossible. All flights come in on ***************** to the terminal that I exited, they refused toacknowledge my Rent-A-Car purchase or help me. I told the manager I will make a serious complaint on the web on ******** the Better Business Bureau in any other option that I can think of Irented a car from ***** costing me another $1200. I think its a crying shame that enterprise is not a business Better Business Bureau member I will never go to them again. I filed for a refund and have not heard anything back it almost ruined my vacation.
Business Response
Date: 02/26/2025
Thank you for the opportunity to respond. Management reached out to the customer and left a voicemail as contact was not established. Management will be sending an email as they intend to speak with the customer directly.
Initial Complaint
Date:02/22/2025
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.
I have rented many vehicles over the past six or seven years and dont usually have any issues. However this time was different.I usually through Priceline and get a certain price for a specific amount of time that ends up being through a car rental place and this time itwas enterprise in *********************. I reserved a vehicle that was supposed to be $33 a day for 6+ weeks and when I got there, they told me I couldonly do it for three weeks and then would have to renew the contract. I did not like the sound of that, but they said that everythingshould be fine. And then after three weeks, I did what they asked, and they told me the price was going to be almost double! When I nicely complained, they did lower price some but not to the original price that I had reserved the vehicle for. And they said theres nothing they can do about it. It has to with the corporate office. I think its ridiculous that you make a deal for a specific price and amount of time and the company can just go back on agreement and change it later. We are in the middle of our vacation and 1000 miles away from home and its not like we canjust return the car at this point. And instead were being charged $300 hundred dollars extra to finish our trip. I feel like this should be illegal.
Business Response
Date: 03/10/2025
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.

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