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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 2542 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

    • 4,419 total complaints in the last 3 years.
    • 1,645 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:02/12/2025

      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.
      Im on the do not rent list and dont know why. I have tried several times to contact the corporate or higher *** with no success for several years

      Customer Answer

      Date: 02/18/2025

      There has never been any emails as no one can give me one and I cant find the corporate  email. I have called over 2 doz times. I know it has been several years since I believe this all started. I had my drivers license stolen with a car break in I. 2015, and had issues with U-Haul after that. That I was able to finally clear up. Try name as 

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

      ******************************** or 

      ********************************* (I have not used this email since 2018.) 

      I only found out I was on the so. Or rent list when I tried to rent a car in 2022 in ********** , ************** 

      I had never rented from them ever before. 

      Business Response

      Date: 03/05/2025

      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:02/12/2025

      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.
      On Friday, July 19, 2024 I rented a car from Enterprise Rent-A-Car, located at ***********************************, **************. At that time $448.25 was charged to my credit ******* rental reservation was for a midsize car at $73.99 per day, for a total of 2 days beginning 7/19/24 at 2 pm and returning 7/21/24 by 2 pm. I was travelling to a family reunion in *******The nature of the dispute is that I was given an electric vehicle which I did not ask for, did NOT know how to operate (no one at Enterprise told or showed me that it was an electric vehicle), and I had no idea how to charge the vehicle. At my first gas station stop 90 miles later in *******, I found out the vehicle was an EV car and did not accept gas. I had to get the car towed to ******** to charge it. Over the subsequent day and a half that I drove the car, I experienced lateness to my events and stress due to having to search out charging stations, waiting to get a "pump" and then waiting 45 minutes to get an 80% charge, at every station. My daughter had immediately called the Enterprise office when I arrived in ******* and was assured by the manager, ****** *****, that they would "make it right" when I returned home.Once I returned home, I spoke in person with ****** ***** and asked to be reimbursed for all charges, including the rental fee, the tow charge, and the charging station fees. He apologized profusely and agreed.I believe ****** has tried to resolve the problem, but only partially. I was not charged for the rental car fee. He gave me a two-day free car rental for future use, which I won't take advantage of. I'm not sure if the rental car voucher is supposed to be a substitue for reimbursement. I am still waiting on the credit for the tow charge and the charging station fees which total $237.62. A small amount to Enterprise but a big amount to a 67 year old woman who had a very tough time dealing with an electric vehicle.

      Business Response

      Date: 02/14/2025

      Thank you for the opportunity to respond. Management has spoken with the customer,addressed their concerns, and issued a refund check to resolve.

      Customer Answer

      Date: 02/18/2025

      Better Business Bureau:

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

      **** *****

       

      P.S. They said the check has been issued and I am waiting to receive it.

    • Initial Complaint

      Date:02/12/2025

      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.
      On January 16th i use rental service in enterprise location ************************************. They gave the car with damage in the front bumper and the agent told that they know about it. I agreed to receive the car with the damage. When i returned the car at the shop my car was being repaired (Collex Collision) i inspected the car and made a video of the condition i was dropping the car of. They picked up the car and about three to four hours later called me to stated that there was damage to the car in one of the headlights. I told that i do not recognize that damage and that i should not be responsible, i told my insurance the same. Today i received an email with an absurd amount of money to replace a headlight. The cost of the headlight is between ******* dollars and they are charging me $786.80. The claim number is ********, invoice **********. I want to fight this claim and hire a lawyer if necessary, they should not process invoices without a proper investigation, also they should show the alleged damages at the time of the drop off no later. I want the company to drop the claim or i will contact the ************************** to file another complaint, this is unfair and unjust, I took well care of that vehicle. See picture taken from video at the time of dropping off the vehicule.

      Business Response

      Date: 02/14/2025

      Thank you for the opportunity to respond. Management has spoken with the customer, addressed their concerns regarding our part sourcing and resolved the matter.

      Customer Answer

      Date: 02/18/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. They adjusted the real price of the headlight and we agreed to a resolution. Management did what the claims department refused to do. Thanks to ***** for his help.
       
      Sincerely,

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

    • Initial Complaint

      Date:02/12/2025

      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.

      The 2 screenshots alone shows a discrepancy in the amount I was quoted to pay weekly vs. the amount I found out at the end I was being charged. It was never explained, even after requesting an itemized breakdown or some type of document showing the amount due, that taxes and fees would continue to be charged weekly. The manager at this location is very rude and speaks in a condescending tone that is not acceptable for customer service. There was an issue with 1 case being handled in 2 different manners. After the car was returned, I was not notified of a final balance. Not via text, phone call, or email. I contacted corporate to see if there was anything hindering me from renting again and I was told NO. I was under the impression that the balance was covered by the deposit I made. In the beginning, there was an issue with THEIR ONLINE PAYMENT SYSTEM WHERE I PAID TO EXTEND THE RENTAL, the amount came out of my account, I sent the screenshots reflecting the transaction and they did not show it on their end. After that, I did not trust them to process any auto-payments from my account without my knowledge and authorization so I chose to not keep funds in my checking account and would pay them after I spoke with them directly with those arrangements.

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

      Business Response

      Date: 02/14/2025

      Thank you for the opportunity to respond. Management has spoken with the customer, reviewed the rental charges, and addressed their concerns.

    • Initial Complaint

      Date:02/12/2025

      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.
      THIS WAS A DISPUTE WITH ENTERPRISE WHICH IS DOCUMENTED IN THE ATTACH LETTER. OUR CREDIT CARD DISPUTED THE AMOUNT OWED $1,000 AND SAID WE WERE NOT RESPONSIBLE. CALLED MAIN HEAD QUARTERS IN JULY AND THEY TOLD ME THAT NOTHING WAS OWED GAVE ME A CLAIM #********. I AM NOW GETTING A COLLECTION *********** CALLING SAYING I OWE THE MONEY. I CALLED THE MAIN HEADQUATERS AND THEY TOLD ME IT WAS CLOSED ON THERE END BUT THE ************ SENT IT TO CLAIMS. I HAVE DETALED EVERTHING IN THIS LETTER

      Business Response

      Date: 02/21/2025

      Thank you for the opportunity to respond. Management recently spoke with the customer and discussed conditions for removal from renter suspension.

    • Initial Complaint

      Date:02/11/2025

      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.
      Fraudulent sales of insurance that I didn't need.

      Business Response

      Date: 02/21/2025

      Thank you for the opportunity to respond. Management has processed a refund.

    • Initial Complaint

      Date:02/11/2025

      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.
      On January 9, 2025, I visited Enterprise Rent-A-Car at ***************************************, where I rented a vehicle for a one-week period. The total cost of the rental, as reflected in the attached invoice, was $420.62.Within five days, I encountered an issue where the rental car keys were missing. After contacting the Enterprise location, I was informed that they no longer had spare keys and that a new key would need to be created at my expense. Later that day, I located the missing keys and immediately called the location to inform them, requesting that no new key be made to avoid the associated charges. I was informed that I would need to speak with the branch manager before I could bring in the keys. Unfortunately, the branch manager was unavailable for two days.Once I was able to speak with the branch manager, I was told that a new key had already been made on the same day I had called. I explained that I had already informed one of their employees about finding the keys and had requested no new key be made. However, the branch manager advised me that nothing could be done at that point.I subsequently contacted Enterprise's corporate office multiple times over the course of a month, and was assured that the matter would be escalated. However, no action has been taken, and I have yet to receive any follow-up.Furthermore, I noticed two additional charges on my account: $422.19 on January 9th and $122.19 on January 17th, neither of which came with a receipt or invoice. These charges, along with the original rental fee, have resulted in a total of $965.00.I believe I have been unfairly charged and would appreciate a prompt resolution to this matter. Thank you for your attention to this issue.

      Business Response

      Date: 02/12/2025

      Thank you for the opportunity to respond. Management spoke with the customer, sent their invoices via email, and explained the charges.

    • Initial Complaint

      Date:02/11/2025

      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.
      Hello , this company has been very unprofessional , the car was scratched on the side when I was aware , when I dropped it off the manager I spoke with told me to only pay $500 which I did said the scratch is a simple fix Weeks later I get a bill for $1700 ? Charging me for stuff i had nothing to do with the scratch. Then they told me oh its my 1100 ??? I have been calling this people regarding my case for a couple of weeks every time I call no one seem to want to help said it in collections already ? I call collection say enterprise has this still and get transferred around , a third party neutral company need to review them because what they are doing is not correct manager tells me one thing and then I get a letter for something else.

      Business Response

      Date: 02/24/2025

      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: 03/05/2025

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

    • Initial Complaint

      Date:02/11/2025

      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.
      I rented a vehicle from Enterprise in ***********, **. I ended up needing to extend my rental car contract, as I needed the vehicle longer. I used a link from a text message sent by Enterprise to extend the return date. As I went through the steps to extend my return date, I was required to pay for the additional days I was requesting, just as I had prepaid for the use of the car at pick up. I paid an additional $134.00 and kept the car for a few more days. Upon return of the vehicle, I expected the entirety of my $300 deposit returned. I have rented from Enterprise countless times, most of those times I have extended my rental, and I have ALWAYS received the entirety $300 deposit back. If there was ever a question, an employee would discuss it with me, but NEVER has my deposit been touched before without any explanation or even a reason to take funds from my deposit. With this reservation in question, when I returned the vehicle, I was told that everything was fine with the vehicle and I was all set to go. When I got my deposit refunded, I only received about half of it. It was about $151. I called the branch and asked what happened and they told me that my extension was deducted from my deposit. The problem here is that I paid for the extension at the time I made the extension. I have called multiple times, made an escalated online complaint, and I cant get any resolution. The employees refuse to see that they NEVER should have touched my deposit. My bank account is a MESS, and I have had to struggle financially for the last week as I was counting on that money to come back as it should have. Im a single mom to a little girl - we are living in an RV after Hurricane ****** came through and took everything we had. Things are hard enough. I shouldnt have to fight for my own money back.

      Business Response

      Date: 02/11/2025

      Thank you for the opportunity to respond. Our Area Manager has spoken with the customer and refunded the remaining amount of the deposit as of 2/11/2025.

    • Initial Complaint

      Date:02/10/2025

      Type:Service or Repair 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.
      Damage Claim Number: ******** From December 7 2024 - December 15 2024 I rented a premium pickup truck from Alamo rent a car located at the *************************** in *************. I picked the car up at 7:14 pm from the airport rental area. Upon entering the rental garage area I spoke with an Alamo representative whom of which told me I could take any pickup truck of my choosing from the specified area. The ***** representative did not accompany me to the vehicle and did not do an initial inspection or walk around of the vehicle that I had chose. I chose a grey Dodge Ram 1500. I visually inspected the vehicle myself and saw that there was a minor dent on the rear bumper directly beneath the license plate area of the vehicle. I did not bring it to the attention to any of the representatives in the garage area because I assumed it was already accounted for and they were a sizable distance way from where the vehicle was parked to where they were stationed. I returned the vehicle December 15 at 4:30 pm to the rental return garage. I was greeted by an employee accepting returned vehicles. He inspected the vehicle and said I was good to leave he would take care of the rest. December 23 2024 I receive a letter in the mail from Alamo Damage recovery unit stating that I caused significant damage to one of their vehicles. The letter did not specify what this damage was. This came as a surprise to me because I had ZERO incidents or accidents with the vehicle. I called Alamo and spoke with a representative and the woman said that I returned the vehicle and there was zero reports on the account stating that there was damage done to the vehicle. February 8 2025 I receive another letter from the damage recovery unit stating that the damage I caused was the dent on the rear bumper underneath the license plate area. In the letter was a bill for $1,590.58. This damage was not caused by me and I will not accept responsibility for these damages nor will I pay for these damages.

      Business Response

      Date: 02/12/2025

      February 12, 2025

      BBB

      RE: Case# ******** ******* ******

      Alamo File No. 21909144

      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 Mr. ********** Catlow rented a 2024 Ram 1500 bearing Georgia registration CXY3493 from Enterprise ******************************** dba Alamo Rent-A-Car in ****************************

      At the time the renter took possession of the 2024 Ram 1500, 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 Mr. ******* he is responsible for all vehicle damage which occurs during his rental period.

      After reviewing the concerns presented by Mr. ******* and notwithstanding the foregoing contractual obligations, we have decided to close our file as a matter of customer service. At Alamo Rent-A-Car, 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

      Customer Answer

      Date: 02/12/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ********. While I was not responsible for the damaged to the 2024 Ram, I do appreciate your prompt attention to this matter and the confirmation that this claim has been dropped and closed
      Sincerely,

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

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

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