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

4,424 total complaints in the last 3 years.
1,648 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:02/04/2025
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 am writing to express my deep dissatisfaction with the service I received from Enterprise Rent-A-Car at Frankfurt Airport. Upon arrival, despite having a reservation, I was informed that the car I had reserved was unavailable. Instead, I was provided with a cheaper model at a higher price, and astonishingly, I was charged an upgrade fee for what was effectively a downgrade.

To add insult to injury, the GPS system in the car was malfunctioning. I was charged for this service, yet had to pay an additional $150 to my phone service provider to use my phone's GPS as an alternative. Furthermore, the air conditioning in the vehicle was faulty, causing the windows to fog up, which severely compromised visibility and safety while driving.

I attempted to contact Enterprise multiple times to rectify the situation and request a replacement car, but received no response. When it came time to return the car, there was no staff available to assist, forcing me to use the self-service return option without any opportunity to lodge a complaint directly.

I have tried to address these issues by contacting the corporate office twice, but I have yet to receive any acknowledgment or resolution from either the local branch or corporate level.

Please note, this is regarding my last call to their customer service , reference number **47079185**. I urge you to investigate this matter and provide a satisfactory response to the grievances listed above.
Business Response
Date: 02/17/2025
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: 02/18/2025
Complaint: 22895273

I have reviewed the business' response and am rejecting it because:
I need to wait and see what do they do in response to my complaint.
I already submitted complaint twice to their office and didnt receive any response in 2 months.

Sincerely,

***** *******
Business Response
Date: 02/24/2025
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.We thank you for your patience as we work to get this matter resolved.
Customer Answer
Date: 02/25/2025
Complaint: 22895273

I have reviewed the business' response and am rejecting it because: I didnt receive any response from the company.

Sincerely,

***** *******
Business Response
Date: 08/11/2025
We would like to clarify some details regarding your recent rental experience.
The customer reserved a Fullsize SUV. However, the customer received a Premium SUV, which is an upgrade to a higher category. At the time of vehicle pickup, we informed you about the additional charge for this upgrade, and the contract for the higher category was signed by you. For your reference, I have attached a copy of the signed contract.
We sincerely apologize that the navigation system was not functioning properly. This is not in line with our standard quality, and we will be deducting the full amount for the navigation system from your bill.
Additionally, we understand there were issues with the air conditioning, and we will be refunding you for one rental day due to this inconvenience. Please know that such issues are certainly not typical of our service, and we regret any discomfort caused.
We also apologize for the delay in our response and any inconvenience this may have caused. Your satisfaction is very important to us, and we appreciate your understanding.
If you have any further questions or concerns, please do not hesitate to contact us

Thank you for your time!

Customer Answer
Date: 08/11/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. And I am waiting for the refund to be issued and the day of free rental to be credited to my Enterprise account.
Sincerely,

***** *******
Customer Answer
Date: 08/21/2025
I didnt receive any refund as they promised. So not sure what should I do at this moment.
Business Response
Date: 08/27/2025
Thank you for the opportunity to respond. We appreciate the customers patience and notifying management that the refund has not yet been received. We have processed the refund as of 8/27/2025. This refund should reflect with the customers financial institution in 3 business days.
Customer Answer
Date: 08/27/2025
Better Business Bureau:

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

Sincerely,

***** *******
Initial Complaint
Date:02/04/2025
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.
Some of the letter I sent to Enterprise with 0 response: When the Jeep was picked up, ******* noticed that there was a tank of gas, not full & a can of Fix-a-Flat inside. The next day the sensor said the air in the rear pass tire was low. She went to a station & put air in & continued on her day. Did so again in the evening. The next day, same thing. The pattern continued. At this time, I contacted Enterprise, the man said he was told the tire was fixed before but was apparently not & she could keep putting air in it or she could take it to *************** would fix it. I explained where she lived & that was not convenient due to her work hours. He said we could send Road Side Assist to her, but it would be $50. That was not a solution, as this rental was due to a wreck not our fault. The low air situation went on for WEEKS until 10/??/24 she took off work at her new job to handle it & took it to ********. They said nothing was wrong. As she was there, I was in contact with a female at Enterprise trying to find a car she could switch to. 2 other locations had no available cars. The gal called me back & said she called the company that INITIALLY fixed the tire prior & they said the problem was with the sensor not tire & ******* was probably putting too much air in it & told us to buy our own gauge to make sure the pressure was correct! In the am of 10/12/24, ******* went out to a low tire. She was concerned about her safety & put air in it. After work, same thing. She called RSA. After an hour they arrived & put on the donut & also saw a NAIL IN THE TIRE. She couldn't drive over 45 mph. Since she does not leave work until 7pm, she didnt get home til 11pm. On Sunday am, after working a 12 hour nite shift at **********, my husband **** went to ******* & bought a plug, an air gauge, went where ******* was, removed it, plugged it, replaced it & fixed EVERYTHING. ALL AFTER WORKING 12 HOURS HIMSELF - ON ENTERPRISE'S VEHICLE! (incl. pic of nail & recpt. in letter)
Customer Answer
Date: 02/04/2025
Since the actual rental was paid by the other insureds company, I dont have the rental agreement number. However, the vehicle was picked up under my name, **** ******* on 9/7/2024. Paid by ****************************
Business Response
Date: 02/05/2025
Thank you for the opportunity to respond. Management reached out to the customer on 2/4/2025 at ******* and 6:15 pm to address their concerns. Contact was not established at that time. Management reached out to the customer on 2/5/2025 and left a message as they intend to speak with the customer directly.
Initial Complaint
Date:02/03/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/31/25 I received an email from ************ representing Enterprise Rent A Car. ************ claimed a car I rented on 08/16/23 has an outstanding fine/fees of $95 and they are going to charge the credit card I used automatically.************ intentionally manipulated the municipal data from ******, ************* by adding PM to the time of the violation.The car Ma#3SXV13. A **** Edge, was rented by me at 15:44 or 3:44 pm.. the ticket was issued at 06:06.or 6:06 am. time and date stamp on the picture of the violation . Prior to my renting the vehicle.This company is manipulating data and automatically charging the card used of past car renters. This scheme by fraud and intentionally altering official documents ( in this case, a municipal parking ticket) could cost unknowing consumers millions of dollars. If I wasnt on top of my emails, they would have charged my AMEX automatically. If I catch it then, I can dispute it, but I could have missed it.Please forward to appropriate authorities. Thanks
Business Response
Date: 02/12/2025
Thank you for the opportunity to respond. Our representative has researched the complaint. The citation issuing agency shared that this citation was issued at 06:06 military time or 6:06am. The necessary adjustments and corrections have been processed.
Customer Answer
Date: 02/13/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
However, I believe further research is needed to verify payments made by other customers. Im sure Im not an isolated incident . If there is a company making profits from billing the wrong people, perhaps intentionally, I really think it should be looked at. Thank you.
Sincerely,

***** ********
Initial Complaint
Date:02/03/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Friday, 11/22/2024 I rented a car from Enterprise in ********, **, where I have rented for over 30 years. I returned the car on Saturday,11/23/2024 after closing time, left the vehicle parked out front and put the keys in the drop box. Instead of being charged for two days rental, I was charge for four because Enterprise didn't check the car in until 11/********** wife and I were on a flight to ********** on 11/25/2024 and were away until 12/02/2024. It's impossible that we returned the vehicle on the 26th!!I have spoken to someone unperson at Enterprise and was assured that the Manager would get back to me, they did'nt. I have spoken to customer service over the phone twice and was told a regional manager would be in touch, no response there either. I was then advised to send an email to customer service, which I've done three times now with NO RESPONSE. I refuse to pay the extra $122.80 I was charged for days I DID NOT HAVE THE VEHICLE, because someone at Enterprise neglected to do their job and check in the vehicle in a timely manner.
Customer Answer
Date: 02/06/2025
The billing issue has been satisfactorily resolved by the Enterprise Car rental office.
Initial Complaint
Date:02/03/2025
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.
I was placed on a DNR for no reason. No outstanding fees, no damage to vehicle. I have purchased cars from Enterprise. I have rented here over the years. And no one called me about their invesigation for over 2 months
Business Response
Date: 02/04/2025
Thank you for the opportunity to respond. Management has reached to the customer on 1/11/2025 and 1/13/2025 but left messages as they have been unsuccessful in reaching the customer. They intend to speak with the customer directly.
Initial Complaint
Date:02/03/2025
Type:Customer Service 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.
Hello,I have contacted Enterprise customer service the past few days regarding the fact that, someone texted me on Jan 28, saying he was part of Enterprise, and set up to pick up the car. Told him the car *********** was picked up but I still have the key and I left some personal items in the car including my daughters medication and school supplies. I have tried numerous times to get ahold of **** ***** and explained the situation and he advised me to call customer service. I have called multiple times and they say they can't do anything that I have to call the branch.Attached are screenshots of the conversations I have had with them.
Business Response
Date: 02/04/2025
Thank you for the opportunity to respond. Management spoke with the customer and shared the customer will report to the ************* to retrieve their belongings.
Customer Answer
Date: 02/04/2025
Complaint: 22892455

I have reviewed the business' response and am rejecting it because:
I do not wish to close the case because no one has yet to communicate with me as mentioned in the message. No one has attempted any form of communication via email nor phone.

Sincerely,

******** *****
Business Response
Date: 02/05/2025
Thank you for the opportunity to respond. Management has spoken with the customer again and confirmed they will report to the ************* to retrieve their belongings.
Customer Answer
Date: 02/05/2025
Received a phone call from ************ at 11:34am.
Told me to go to the airport to pick up my belongings. I arrived at the airport and told there is nothing here.
Tried calling back and being put on put and no one answers tha phone number that called me.
Initial Complaint
Date:02/03/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern,I am writing to formally submit a complaint against Enterprise Rent-A-Car, specifically regarding my reservation made on October 26, 2024, for a rental car in **************I reserved a Chrysler Pacifica or similar vehicle for the rental period of December 27, 2024, to January 3, 2025, totaling $632.70. On December 26, 2024, I received a call from Enterprise confirming my reservation, which I verified.However, on December 27, I was contacted by the manager who informed me that there were no vehicles available. I suggested postponing my reservation by one day, and the manager assured me that a vehicle would be ready for me on December 28.When I arrived on December 28, I was again told that there were no vehicles available. The employee stated he could not assist me further and advised I seek rentals from competitors.I attempted to contact the corporate office to speak with a regional manager but received no follow-up or support despite calling customer service over 11 times. Unfortunately, this lack of communication led to the cancellation of my planned trip, which included two hotel bookings and an ****** reservation.While I managed to cancel the hotels without penalties and received points for my flight, I missed the cancellation deadline for my ****** booking, resulting in a charge of $603.41. I'm asking Enterprise Rent-A-Car to reimburse me for the AirB&B late cancelation fee, as their lack of proper communication and fleet supply management is what caused us to cancel. The totality of this experience with Enterprise Rent-A-Car has been incredibly frustrating, and I feel that the company has dismissed my concerns without making any effort to address the situation or communicate with **** hope this complaint will initiate a proper response and resolution regarding the issue I faced.Thank you for your attention to this matter.Sincerely,**** *********
Business Response
Date: 02/05/2025
Thank you for the opportunity to respond. Management has spoken with the customer and has initiated the refund process to resolve the matter.
Customer Answer
Date: 02/08/2025
Complaint: 22860313

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

First and foremost, thank you for your help! You achieved more in a week with Enterprise than I achieved in 2 months. I appreciate your help.

I received an email from **** ******, who said he sent the receipts to the accounting team. I once had a similar response back in December, and nothing happened.
I want to keep the case open until I see the reimbursement on my banking account. Unfortunately, I don't trust Enterprise's promises anymore. Even in this letter, Mr. ****** proposed a call, and I responded with a time that works for me, but I haven't heard back or received a call.

Sincerely,
**** *********
Business Response
Date: 02/17/2025
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: 02/22/2025
Better Business Bureau:

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

Sincerely,

**** *********
Initial Complaint
Date:02/03/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car in November of 2023 for vacation. 2 days ago I received a letter with a $1500 invoice for damage to the vehicle. When we returned the vehicle the Enterprise employee did a walk around the vehicle and said everything was ok and said we were good to go. Now, 14 months later they are claiming damage. Either they are terribly mistaken or they are committing fraud. Looking at their ******** page other customers are claiming that ********************** is doing the same thing to them.
Business Response
Date: 02/05/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 02/07/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Although there was no damage to the vehicle when I returned it and did a walk around with the Enterprise employee.

Sincerely,

**** *****
Initial Complaint
Date:02/03/2025
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.
Maintenance failure with the car that is part of rental agreement number 6RR179.I picked the car up at 12:38pm on Tuesday, December 24th. Enterprise offices were scheduled to close at 2pm 12/24-12/26.The intention for renting this car was to drive my son to ******** so he could spend Christmas with his father and family that live in *********** we were finishing packing for the trip, I drove the car to a local ***** grocery store. It was there that I noticed the maintenance required light on the dashboard. It was after 2pm at that time, so Enterprise was closed until today, 12/26. When I got home from ***** on 12/24 , I parked the car and it remained parked until this morning when I returned it to Enterprise. On 12/24, I texted and emailed Enterprise regarding the maintenance of the car and that my son ended up having to take a Greyhound to ********. I also started a dispute with Navy ******************** for the charge in my **************** card for services not delivered. This caused significant aggravation, inconvenience, additional costs, and prevented any rest the night of 12/24, as my son had to unexpectedly buy a Greyhound ticket and arrange for multiple transportations from ***********/***************** in ********** **, to ************** VA. Not a good experience for any trip but especially for Christmas. He had presents wrapped to give to family members that he could not take on the Greyhound due to room/baggage allowance restrictions.When I returned the rental car the morning of 12/26, I shared my experience and stated that I had sent a message to Enterprise but hadnt received a response yet. The Enterprise representative said the $300 deposit would fall off of my credit card which I expected, however, there was no mention of at minimum crediting the cost of the rental. Therefore, I am contacting you with a request to, at minimum, credit the charge
Business Response
Date: 02/05/2025
Thank you for the opportunity to respond. Management has reached to the customer but left messages as they have been unsuccessful in establishing contact. They intend to speak with the customer directly.
Customer Answer
Date: 02/20/2025
Hello, The manager at Enterprise stayed in an email dated February 6th that a full refund would be issued. As of February 20th, the refund has not posted. I emailed the manager this morning to let him know the refund has not been posted yet. I will continue to monitor my credit card account. If the refund posts, I will send an update. Thank you
Customer Answer
Date: 02/20/2025
Hello, The manager at Enterprise stayed in an email dated February 6th that a full refund would be issued. As of February 20th, the refund has not posted. I emailed the manager this morning to let him know the refund has not been posted yet. I will continue to monitor my credit card account. If the refund posts, I will send an update. Thank you
Customer Answer
Date: 02/20/2025
Hello, The manager at Enterprise stayed in an email dated February 6th that a full refund would be issued. As of February 20th, the refund has not posted. I emailed the manager this morning to let him know the refund has not been posted yet. I will continue to monitor my credit card account. If the refund posts, I will send an update. Thank you
Business Response
Date: 02/24/2025
Thank you for the opportunity to respond. Management processed a refund to resolve the matter.
Initial Complaint
Date:02/02/2025
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 with this company and opted to pay for the Toll pass. After my rental I was billed for Tolls anyway.I called the customer service line and thought they acknowledged there was an issue the couldn't fix it.
Customer Answer
Date: 02/03/2025
Hey, thank you for reaching out. 784396168 is my rental agreement number.
Business Response
Date: 02/05/2025
Thank you for the opportunity to respond. The optional ***************** accepted by the ****** provides for the daily rental of a toll collection device for $3.95 per day. In addition to the daily charge for the *****************, the customer remains responsible for each toll incurred during transponder use. The transponder rental fee appears on your rental agreement and is paid at the same time with the same method of payment as the charges for your rental vehicle. Tolls will be charged to the debit or credit card on file with your Rental Agreement once the toll data is received from the toll authorities. This can take approximately 4-6 weeks. All specific toll charges can be found at ************************************************* review, platform accurately reflects the absence of a Convenience Feecharge due to the ***************** elected. All policy information is made available for our customers on our company website at ******** | FAQS, or *********************************************** if not hyperlinked.
Customer Answer
Date: 02/05/2025
Complaint: 22889255

I have reviewed the business' response and am rejecting it because:
While I appreciate the speedy response from the business, this is not consistent with what I was told at the time of sale. I would have not paid for the service if it only covered a partial "convenience fee" and I was told it would pay for the entire fee.
I have rented with numerous rental companies, including Enterprise, in the past and in no instance have I been charged tolls after paying for a toll pass.

Sincerely,

****** ******
Business Response
Date: 02/11/2025
Thank you for the opportunity to respond. Management processed a refund, left the customer a voicemail, and sent an email addressing the customers concerns with the toll pass device.
Customer Answer
Date: 02/12/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The business refunded the amount charged and took my complaint seriously. I appreciate the swift resolution to my grievance.

Sincerely,

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

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