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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

Find a Location

Enterprise Rent-A-Car has 2537 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/22/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Subject: Formal Dispute of Unauthorized $900 Charge by Enterprise Rent-A-Car I formally dispute an unauthorized $900 charge by Enterprise Rent-A-Car. Below is a timeline of events demonstrating why this charge is unjustified. Timeline of Events: 01/14/2025: Dropped off my Jeep for repairs, picked up a Jeep e-4 rental from Enterprise. 01/20/2025 (12 PM): Rental vehicle stopped working (Key Fob Not Detected). I reported it to Branch Manager ***** *******, who contacted Roadside Assistance, but the tow truck never arrived. 01/22/2025 (3:53 PM): Vehicle still on my property, preventing retrieval of my personal car. ***** left a voicemail about scheduling a tow. I informed her Id be out of town but later canceled my trip. 01/23/2025 (12:27 PM): Called Roadside Assistance for removal. Pozo Transportation repeatedly delayed, never showed. 01/24/2025: After multiple calls to Enterprise and Roadside Assistance, a second tow truck arrived at 7 PM but left the vehicle due to a key fob battery issue. After further delays, the vehicle was finally removed that evening. 01/27/2025 (1:17 PM): Called Enterprise to confirm vehicle was removed on 01/24/2025. 01/30/2025 (7:44 AM): ***** ******* called but left no voicemail or email. 01/31/2025 (11:11 AM): Discovered a $900 charge. ***** claimed she called me but could not leave a voicemail, which contradicts previous messages received from her. No prior contact, text, or email about damages. 02/03/2025 (10:34 AM): Enterprise Claims Specialist ******* confirmed the claim was still pending with no repair total. I had not received any photos or documentation regarding alleged damages. ******************** Request: I dispute the $900 charge due to Enterprises delay in retrieving the rental, lack of documentation, and failure to communicate. I request a formal explanation, photographic evidence, and an itemized breakdown of the alleged damages. Please confirm receipt of this dispute and provide updates on your investigation.

      Customer Answer

      Date: 03/05/2025

      This is the location of the rental office: 

      Address: *****************************************
      Phone: **************

      Business Response

      Date: 03/06/2025

      Thank you for the opportunity to respond. A response is attached.

      Customer Answer

      Date: 03/19/2025

      Good morning, 

      Is not resolved but Enterprise will refund $320.28 to me. 

      Business Response

      Date: 03/20/2025

      Thank you for the opportunity to respond. Management has confirmed the refund amount listed in the official response as accurate. The customer has been absolved of any pursuit for damages related to this rental agreement. We will be taking no further action.

      Customer Answer

      Date: 03/22/2025

      I received two checks from Enterprise one for $679.72 and $320.28 a total of $1,000.00

      Customer Answer

      Date: 03/22/2025

      Better Business Bureau:

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

      Gloridania ********

    • Initial Complaint

      Date:02/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 a car rental authorization via a vehicle repair with progressive insurance. Enterprise has failed to honor that agreement nor provide a comparable rental car. It has been 48 hours that I have been waiting for a car from enterprise even though they have verbally promised to provide one. I have missed multiple days at work (a hospital) because I dont have transportation which enterprise was supposed to provide. Ive called enterprise corporate support multiple times and have had zero response.

      Business Response

      Date: 02/27/2025

      Thank you for the opportunity to respond. Management has reached out to the customer and left a voicemail as contact was not established.They intend to speak with the customer directly.

    • Initial Complaint

      Date:02/21/2025

      Type:Product Issues
      Status:
      Answered
      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 company has a customer on file with the same name as me, that lives in ******, **. He must have a similar email address because for two years (I think it's been quite a bit longer than this, but the oldest email I have is from two years ago. There may have been older ones that were deleted), I've gotten rental agreements, toll receipts, and insurance claim documents for this person. The emails say to reply if I'm not the intended recipient, but I've replied multiple times and have never gotten a response other than an automated message. I've also called the head office as well as one of the individual locations he rented from and I was assured this would be fixed. Their lack of response to an issue of customer data privacy is ridiculous. The amount of information they've sent me coupled with me sharing his full name is a identity theft risk that they should have recognized and escalated appropriately. I don't want to block their email address because if I ever use them to rent a car I would need my documents.

      Business Response

      Date: 03/07/2025

      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: 03/07/2025

      Thank you for the opportunity to respond. Management has rectified the customer profile and contacted the impacted individual with the update.

    • Initial Complaint

      Date:02/21/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 at southside -(Enterprise-4106-southside Blvd.) and deal with manager ****** ***** and branch manager-********.. I also dealt with a Brianna-(Employee of Enterprise leasing). I rented with my debit card and no one told me I had to bring the car to do a rewrite on the contract for 10 days. I called Enterprise and ask extension on the car. I dealt with a female by the name of ****. Enterprise charge my credit card for additional money for the rental that cause my card to be declined. I never received a copy of the new contract-(rewrite contract) for my extended time. I was told to go visit another Enterprise in the local area to rewrite the contract. When I arrived in ********* I went to Enterprise and spoke with the Manager at the branch. and was treated unprofessional and nothing was done correctly and they continue to charge my car for the rental. They took the car away from me and left me with no way to get my hotel.. I called Enterprise several times only to be treated unprofessional and stop taking my calls or returning a call to me. I was totally disrespected and I am disable person that don&#**;t need to be dealing with these unprofessional behavior. After all of this going back and forth. Enterprise isn&#**;t allowing me to rent a car. I want a refund of $10000 that was charge on my card and the inconvenience that your managers cause me and my family.

      Business Response

      Date: 03/08/2025

      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.

      Business Response

      Date: 03/14/2025

      Thank you for the opportunity to respond. Management has reviewed the complaint brought forward. The customer rented a 2024 ******** Pacifica from Enterprise ******************************* dba Enterprise Rent-A-Car at ******************************************* on 12/10/2024. Our Branch reached out to Mr. ***** due to the rental period exceeding 30 consecutive days. At which point the rental contract is required to be reviewed and the car inspected or serviced to ensure safety. The customer was out of state at the time. The method of payment the customer utilized is accepted under certain publicly disclosed conditions (i.e. the name and address shown on the renters drivers license must match their current home address; the address must be within 50 miles of the renting branch or the renters drivers license is from the same state where the rental branch is located). Management attempted to work with the customer to get proper documentation for renter qualification in another city. Unfortunately, this documentation was not able to be produced.

      Our risk management department reached out to the customer and coordinated a date, time, and location the customer would report to have the rental agreement rewritten. The customer decided to return the rental in ******** with a balance of $38.85. Management would have fulfilled the rental rewrite provided the proper documentation. Additionally, the customers rental privileges are still intact.

      Due to the circumstances of this rental, we will be taking no further action.

    • Initial Complaint

      Date:02/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 waited an entire week after my car was flooded to get a rental. Then enterpise put me in an unsafe vehicle. They then refused to come and get the car and hung up on me. Stranding me for over a week without a vehicle 3 hrs away from my home. This is completely unacxwprable

      Business Response

      Date: 03/06/2025

      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: 03/08/2025

      Thank you for the opportunity to respond. Management has reviewed the complaint and confirmed the reversal has been processed.

    • Initial Complaint

      Date:02/21/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      When I had no car, I have been renting car from Enterprise car rental on *. *********************. My sister and I would take turns paying for the rental based on our pay periods. I found a second hand car to buy outright and turned in my rental. I start 9/2024 after my car was reposed to 1/3/25 when I turn in the car. I was charged $89.63 for the day. The representative stated I would get the deposit back. Enterprise charge me weekly and sometimes daily for the rental. I have bank states and email notifications of the payments to my account. Monday January 6, 2025 Enterprise charge my account for $******* fee. I have contacted them several times about fixing the error with no responses. My account is now frozen at the bank due to this error. I could not stop my first pay in January from being seize by this.I want the credit back of ******* to fix my account.

      Business Response

      Date: 03/04/2025

      Thank you for the opportunity to respond. Management has reached to the customer but left a message as they were unsuccessful in reaching the customer. They intend to speak with the customer directly.

    • Initial Complaint

      Date:02/20/2025

      Type:Billing Issues
      Status:
      Answered
      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 Enterprise Rent-A-Car location at ****************************************** at a pre-agreed rate of $64 per day. However, upon returning the vehicle, I discovered that the location fraudulently changed my rental rate to $295 per day without my consent or prior notice. This resulted in a $1,200 overcharge on my credit card, maxing out my available balance and preventing me from making necessary holiday reservations.Attempts to **************** Conduct:I contacted Enterprise corporate, and they acknowledged that my rate should not have been changed. Corporate instructed me to return to the location and have the account closed and refunded immediately. However, when I arrived at the branch, I encountered outright dishonesty and hostility from the staff.The employee, *****, attempted to justify the overcharge with a blatant lie, falsely claiming that this happens with AWD vehicles. I have rented AWD vehicles from Enterprise weekly for the past month without any such issue.***** was rude and sarcastic, mocking my situation and even joking about asking the manager to pay for my ruined vacation.When I pointed out that I was owed a discount, ***** tried to refuse it, using the excuse, Well, you used the car. Another employee had to step in and correct him.The manager of this location, Idria (spelling uncertain), was the one responsible for changing my rental rate without notice, creating this issue.This Enterprise locations unethical pricing practices and unprofessional conduct have directly caused me financial harm, and their staff attempted to cover up the managers mistake rather than correct it.I am formally requesting an immediate refund of the 145 overcharge to my credit card, as Enterprise corporate already confirmed that the rate change was unjustified. Additionally, I am asking for disciplinary action against the manager (Idria), *****, and any other staff involved in this

      Business Response

      Date: 02/21/2025

      Thank you for the opportunity to respond. Management has reached to the customer and left a message as contact was not established. Management processed a refund of the difference to resolve on 2/21/2025.

    • Initial Complaint

      Date:02/20/2025

      Type:Billing Issues
      Status:
      Resolved
      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 been charged twice for tolls and citations I never occurred. There is picture evidence of the same license plate for the car I rented being used on another vehicle that I different from the car they gave me.

      Customer Answer

      Date: 02/21/2025

      I have attached the two charges that were given to me for tolls and citations I did not cause. 

      Customer Answer

      Date: 02/21/2025

      I have attached the two charges that were given to me for tolls and citations I did not cause. 

      Customer Answer

      Date: 02/21/2025

      I have attached the two charges that were given to me for tolls and citations I did not cause. 

      Customer Answer

      Date: 02/21/2025

      The car they claimed I had was a grey ****** RAV4 however my paperwork is for a red ****** Camry. The first toll charge I received was on the Camry. The citation I received was for the ****** rav4.  

      Customer Answer

      Date: 02/25/2025

      Full details of citation. Enterprise now claiming the parking authority has told them it was a red Camry. Here is the photo to prove otherwise. License plate can be seen that matches the license plate on my rental agreement. Rental agreement provided earlier shows red ****** Camry. 

      Business Response

      Date: 03/11/2025

      Thank you for the opportunity to respond. Management has reached out to the customer,corrected the system, and resolved the matter.

      Customer Answer

      Date: 03/11/2025

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:02/20/2025

      Type:Billing Issues
      Status:
      Answered
      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 husband and I were on our way from ***** to ****** for a job on September 6 this past year. The transmission on our Jeep went out so we had to have it towed to the nearest Jeep dealership which was in ******, ********. The closest rental place was Enterprise in *******, **. The dealership drove us there and we rented a car for one day at $90.74 with an authorization of up to $390.74 for any damages that may occur. We returned to ******* the following morning, September 7 and returned the car. The person working was *******. We gave him the keys and signed the tablet he used for the return. We asked if they had any ride service or shuttle back to the dealership where our Jeep was being fixed. They did not, so we were going to take an **** but ******* said to go ahead and take the car and he would go pick it up at the dealership. We left the keys with the service manager at the dealership and gave ******* his name and the name of the dealership. I made sure to take photos to document it.Apparently ******* did not pick the car up for a week and charged us for it. They charged us $1179.61 without our knowledge or authorization. That was an extra $1088.87 unauthorized and not in writing. When we got our credit card bill we contacted them to get it corrected and they said they could not take care of it. The manager, ****, was nothing short of rude. He would not provide us with regional or corporate management to get it cleared up and get a refund - only customer service. We contacted customer service and again they gave us the runaround. They do not provide any emails or contact information for higher management but instead continue to say we will hear back from them with a return email or phone call soon. It's been 5 months. We have spoken to over 15 people. Meanwhile we have been paying interest on the credit card. We need our money returned. However, our frustration is not just the money, but the moral and ethical lack of standard, runaround and disregard.

      Business Response

      Date: 03/06/2025

      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: 03/12/2025

      Complaint: 22969278

      I have reviewed the business' response and am rejecting it because: To date management has not contacted me. I have previously been told someone will call me and no one ever does. I am needing a solution to my complaint. 



      Sincerely,

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

      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.

      Customer Answer

      Date: 03/26/2025

      The business still has not contacted me about my complaint to resolve it, they keep responding with the same message on this complaint, I would like this reopened.

      Business Response

      Date: 03/27/2025

      Thank you for the opportunity to respond to the complaint. Management has reached to the customer several times to discuss the matter but has been unsuccessful in reaching customer. They intend to speak with the customer directly.

      Business Response

      Date: 03/31/2025

      Thank you for the opportunity to respond, Management has resolved the matter directly with the customer.

    • Initial Complaint

      Date:02/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 made a reservation for a car pickup for 2/21. I called on 2/20 and spoke with the assistant manager **, to inquire if I pick up my car today instead of 2/21, will there be a price change. ** stated that my price with actually be cheaper than the rate of $127 that I was quoted. Instead it would be the price of $124. I stated on the phone, this will be the return date for 2/24, are you sure the price would not change. ** stated again that the price would remain the same. It is currently freezing and snowing in **, so KJ stated he would have the driver pick me up from my home . Once arrived at the store, ** stated that the price of the rental would be $166 due to me picking a day earlier. I stated to KJ that this was exactly what I was trying to avoid. I called earlier to ensure that the price wouldnt change . ** became very unprofessional there his hands up in the air and told me I had two choices to either choose a car or have the driver drop me off back home. An area manager needs to contact me as soon as possible.

      Business Response

      Date: 02/28/2025

      Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and processed a partial refund to resolve.

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

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