Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

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Important information

Customer Complaint:
BBB has received consumer complaints against Enterprise Rent A Car St Louis which allege the breakdown of cars recently purchased, damage blamed on renters which is disputed by the renters, and poor customer service.

Complaints

This profile includes complaints for Enterprise Rent-A-Car's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,424 total complaints in the last 3 years.
1,649 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/01/2025
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.
Dear Enterprise Customer Service,I am writing to address several issues with my recent rental from your *** location in **. During my rental, I received a parking violation citation from the City of ********, which I am currently disputing with the City. I am still well within the 30-day window to resolve this with the city, and have provided them with the necessary documentation showing the citation was issued in error.However, without my consent or request, Enterprise paid the violation on my behalf. I did not authorize this action and am handling the dispute directly with the City. I find it inappropriate that Enterprise involved itself in this matter, creating further complications for them to be able to assist me at this point. I will not accept any charges related to this payment, and if my card is charged, I will dispute the fees as unauthorized transactions. Furthermore, why would I pay Enterprise $90+ when I still have ample time to make a payment of $65 directly to the city if needed after I have an update back on the open dispute? Absolutely not.Additionally, the vehicle was incorrectly classified for tolls, leading to overbilling and attempting to charge my card inaccurately. I had to contact your team to correct this issue, adding unnecessary time and effort to my experience.These problems, along with the overstepping actions taken by your team, have left me dissatisfied with your service. I request that any fees related to the parking violation payment be removed from my account, as this is being handled directly with the City. This infuriates me as you guys did this with a previous rental as well and I'm still being harassed to this day by a random company after I've already payed the city of ***** directly.Please confirm that these issues are being addressed and that no further unauthorized charges will be applied. If not resolved promptly, I will escalate this matter further.Once resolved I'll take my business elsewhere.
Business Response
Date: 02/18/2025
Thank you for the opportunity to respond. As the owner of the vehicle, Enterprise Mobility must pay tickets to avoid penalties and late fees for both the company and the customer. This keeps our vehicles from accumulating multiple citations that could result in the vehicle being towed,impounded, or booted. We depend on government agencies for all information related to these violations. In most cases, it takes one to four weeks for the customer to see these charges reflect with their financial institution post rental. Under the terms and conditions in your rental agreement, the customer is responsible for all costs of fines and violations.
Should the citation issuing agency dismiss the citation, the customer must provide their proof of dismissal using the Citation Documentation webform found at *************************************************************** information regarding our citations process is made available online at Driving Citations and Tolls FAQ | Enterprise Rent-A-Car or ********************************************************************************************************************************* not hyperlinked.

Customer Answer
Date: 02/18/2025
Complaint: 22887644

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

Enterprise is purposely hindering me from being able to resolve the citation with the city of ******** to attempt to get more money out of me. I will not be paying any funds related to this citation to Enterprise directly. Enterprise intercepted and involved themselves and is now attempting to charge me more than $65 for service fees. I respectfully decline.

Sincerely,

******** ******
Business Response
Date: 02/20/2025
Thank you for the opportunity to respond. Enterprise Mobility must pay tickets to avoid penalties and late fees for both the customer and the company as the owner of the vehicle.
The customer may be able to dispute the ticket by submitting a written appeal to the issuing agency.
The written appeal should include:
1. Proof that they were renting the vehicle at the time of the ticket. (Example: a copy of their signed contract or a receipt for the rental that shows the license plate of the unit they were driving.)
2. An explanation that the ticket was paid by Enterprise Mobility before the time limit for a dispute expired and they would like to appeal the guilty plea because they have a valid argument for and evidence to support why the ticket should not have been issued.
3. Any photos or documentation to support their dispute.
We urge the customer to consult the issuing agencys website or call the agency for details such as the address to send the appeal to,acceptable grounds for a dispute, and acceptable evidence.
Should the citation issuing agency dismiss the citation, the customer must provide their proof of dismissal using the Citation Documentation webform found at **********************************************************. More information regarding our citations process is made available online at Driving Citations and Tolls FAQ | Enterprise Rent-A-Car or ********************************************************************************************************************************* not hyperlinked.
Additionally, a one-time per rental $25 Administration Fee is processed along with any citations incurred during the rental period.Citations are matched with the corresponding rental agreement open at that time by way of license plate. This amount is allocated to cover the cost of labor necessary to accurately locate, authenticate, and match said charges with the rental agreement active at the corresponding time. Management has previously processed a once per lifetime waiver of the customers $25 Administration Fee as a courtesy in February of 2022. We have reviewed the complaint brought forward and are unable to take any further action.
Customer Answer
Date: 02/21/2025
Complaint: 22887644

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

I had 30 days to pay any fine to the city of ********. I had an open dispute with the city. Enterprise involved themselves and paid the ticket, and now I cannot move forward with the dispute with the city due to you guys taking it upon yourself to make a payment that I still had time to pay had my dispute not been approved.
I will not be paying enterprise anything and Im perfectly ok with ending my business relationship with you guys.
First you attempted to charge me incorrectly for tolls, I had to reach out multiple times to get that corrected as well, and now this.
This company is money hungry and looking for ways to scam their customers. Due to this, I will not be paying anything other than what I paid at the branch for the rental.
If someone has 30 days to pay any fine theres no reason Enterprise should be jumping in to pay anything before the timeframe has passed without speaking with the customer. To pay something ahead of time and then attempting to upcharge the customer is wrong. Im not paying a convenience fee when I never requested your help. The issue is between me & the city of ********, not enterprise. You need to retract your payment so that my issue can be resolved with the city.
I will be forwarding this to my attorneys and letting them handle this moving forward as your company is handling situations very unethically.
Sincerely,

******** ******
Initial Complaint
Date:02/01/2025
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 got in a car accident mid October.the accident was the fault of the other party so it took about a week for their insurance to contact me, and set me up with repairs and a rental ****** rental was through Enterprise. I went to the location assigned to me where they had full size SUVs for me to pick from, they specifically told me I would be put in something comparable to my vehicle (Dodge Challenger). Once inside Im told Im on the Do Not Rent list. Its a balance they say I owe from a previous insurance claim. I pay the balance but they tell me I would not be able to rent from that location (******************, ********* *****) anymore (a lie). I had to wait an additional 3 days to go to another enterprise where they had no selection of vehicles. It was between two door smart cars or a single full size suv. I opted for the **** I was told I would be charged daily to keep my account current but I would later be reimbursed for the daily/weekly charges.Once the vehicle was returned not only was I not reimbursed, I was charged MORE after the fact.Contacted the general customer service line, they told me to contact the branch directly. A full copy of my rental agreement could not be provided so now Im stuck.
Business Response
Date: 02/11/2025
Thank you for the opportunity to respond. Management spoke with the customer, reviewed all charges agreed to upon rental pick up, and sent the customer a copy of the rental invoice.
Initial Complaint
Date:01/31/2025
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.
This complaint is against the Enterprise toll service foe charges on dates and times, i did not use the servive. The toll charges occurred on 18 Dec and 20 Dec which were both times prior to my rental period. I received the car on Dec 24, 2024. Pls make the correction and refund the charges. The site told me as a juster of goodwill. They would refund $9. This outrageous since these are not my toll usage. Requesting full refund
Business Response
Date: 02/11/2025
Thank you for the opportunity to respond. The *************************** matches tolls accrued by Enterprise rental vehicles with the corresponding rental agreement open at that time by way of license plate. Management has researched the complaint and confirmed the Pennsylvania Turnpike - Gateway to ********** was utilized on the morning of 12/25/2024. The Pennsylvania Turnpike Mainline I-76/ I-276 was utilized on the afternoon of 12/25/2024 and 1/4/2025 as well. All tolls were utilized throughout the duration of the customers rental initiated 12/24/2024 to 1/6/2025. All specific charges can be reviewed at Tollpass | Enterprise Toll Receipt or ******************************************************************* if not hyperlinked.
Initial Complaint
Date:01/31/2025
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.
Enterprise Rental-A-Car Rolla,******** location District Manager is very unprofessional and doesnt put her customers first. She gets paid to be rude to every customer that comes in or over the phone. She gives zero effort on looking for a customer needs of a vehicle even if the reservation is one or two weeks away. She went into the system and canceled our reservation without our approval before a family vacation. But tried to give us a Sedan when we needed a 6/7 passenger vehicle that we had reserved for a month. We had to drive to ************** location to get the amazing service that represents the true Enterprise Rental-A-Car brand
Business Response
Date: 02/14/2025
Thank you for the opportunity to respond. Management has spoken with the customer, addressed their concerns, and resolved the matter.
Initial Complaint
Date:01/31/2025
Type:Service or Repair 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 have rented Enterprise Rental cars for a number of years. However, on December 27, 2024, I went to pick up my car at *****************************, *******************************************: Phone: ************ with my Enterprise Confirmation No: **********. There were a number of customers ahead of me in line. We were all told that the office had no cars and that they did not expect any more cars that day. This caused a great deal of stress and expense to my family.I have called the local offie and Enterprise **************** twice and have yet to receive a return phone call.Please help us resolve this problem with Enterprise.Thank you.
Business Response
Date: 02/03/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and offered compensation to resolve.
Customer Answer
Date: 02/04/2025
Better Business Bureau:

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

Sincerely,

****** *******
Initial Complaint
Date:01/31/2025
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. - Rental Period: September 19, 2024, to October 19, 2024 2. Damage Claim - Enterprise Claim Number: ******** - GEICO Claim Number (At-Fault Party): **************** (Policy Owner: ***** **) 3. Insurance Coverage: - ***** has confirmed that the damages are covered under a **Coverage Damage Waiver (***)** provided through ********* insurance policy. This waiver functions identically to the daily insurance Enterprise offers, meaning the renter (***** **) is not financially liable for the damages. Enterprises Unjust Demands:Despite GEICOs clear communication (attached) confirming that the damages are covered under the **** Enterprise has repeatedly demanded payment from me. On **January 30, 2025**, I received a final notice from *********************************************, threatening to turn the matter over to a collections agency if payment is not received within ten (10) business days. Additionally, Enterprise has barred me from renting from their affiliated companies, causing significant inconvenience and distress. Attempts to Resolve the Issue:- GEICO has communicated directly with Enterprise, explaining that the *** covers the damages and that no further payment should be demanded from me. - Despite this, Enterprise has ignored ****** correspondence and continues to pursue me for payment. **Request for Resolution:** I urge the Better Business Bureau to intervene in this matter and ensure that Enterprise Rent-A-Car: 1. **Ceases all demands for payment** related to this claim, as the damages are already covered under the ***. 2. **Removes any restrictions** on my ability to rent from Enterprise, Alamo, or National Car Rental. 3. **Provides a written apology** for the undue stress and inconvenience caused by their unjust billing practices.
Business Response
Date: 02/07/2025
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: 02/12/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:01/31/2025
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 1/29/25 I had a rental my card on file had a fraud issue I notified the company and told them I would be there in ******************************************************************************************************************************************************** store to continue rental the sales *** started getting smart mouthed and unprofessional told me I had a mustache and he feels sorry for my children he refused to give me his name and print me out a receipt he refused to do so at this point my time and money was wasted two days later I still have no receipt of the rental return or my refund that was owed to me I've also contacted corporate office and have not heard anything from them regarding this unfortunate incident
Customer Answer
Date: 01/31/2025
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Business Response
Date: 02/07/2025
Thank you for the opportunity to respond. Management has reached to the customer but has been unsuccessful in establishing contact. They intend to speak with the customer directly.
Initial Complaint
Date:01/31/2025
Type:Sales and Advertising 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 got a message from the branch manager saying my mount due was ****** to be at 0$ Jan 3rd 2025. I turn in the vehicle in the 3rd but they were closing at the time so it was a late drop off. Either way they charged me until the following Monday which was the 6th of January. I have went to the buissness twice explaining they over charged me and they agreed to refund me, a whole week later and they are placing me on hold and never answer or bother to call back. Me and the employee did the math and agreed to get a refund for what I was over charged but I have yet to receive anything. They charged me an extra 2 days at ***** a day plus ***** damage waiver for 2 days plus tax and fees for 2 days in total they charged me 13 days with the vehicle when in total I had it for 10 days and 1 was paid.. like I mentioned the district manager contacted me himself with a price and when I turn in the vehicle it completely changes
Business Response
Date: 02/03/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a partial refund to resolve.
Initial Complaint
Date:01/31/2025
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.
3RD COMPLAINT: ENTERPRISE -> STOP "AUTOMATICALLY" CHARGING AN ADDITIONAL $25 ADMIN. FEE AT THE TIME YOU "INITIALLY" RECEIVE THE TOLL FEE FROM IL & INITIALLY NOTIFY THE CUSTOMER. / INSTEAD - JUST "AUTOMATICALLY" CHARGE THE TOLL FEE DIRECTLY TO THE CUSTOMER'S CREDIT CARD USED FOR THE CAR RENTAL (AS YOUR COMPETITORS DO & AS YOUR **** HAVE EXPLAINED & AS PER YOUR OWN WEBSITE).
Business Response
Date: 02/03/2025
Thank you for the opportunity to respond. A one-time $25 Administration Fee is processed along with any tolls incurred throughout the duration of rentals initiated in the state if ********. This amount is allocated to cover the cost of labor necessary to accurately locate,authenticate, and match said charges with the rental agreement active at the corresponding time. All policy information is made available for our customers on our company website at ******************* Car Rental | Enterprise Rent-A-Car or ************************************************************************************************************************** if not hyperlinked.
Customer Answer
Date: 02/04/2025
Pls. provide a copy from your website's company policy informing Customers of the additional $25 admin fee that you automatically charge w/ the IL tolls. I do NOT see this anywhere on your website & NONE of your **** has ever mentioned a $25 additional fee in the 2-decades that I have used Enterprise. You competitors do NOT charge an ADDITIONAL FEE & so I will NO longer use Enterprise in the future.
Initial Complaint
Date:01/31/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Enterprise in ******, *****. Picked it up on May 22, 2024 and returned it on June 11, 2024. The agent that served me asked if I wanted hail damage. I told him I would like hail damage for the first day of rental as they predicted large hail for that day. When the agent was filling out the documents, he said he gave me two days, I said I just want one day, so he said he changed it to one day. I did not receive any paper work when I picked up the car. He did not discuss the collision damage waiver with me. When I received my rental agreement statement, I was charged $531.07 CDW for the 21 days I rented the car, which was not discussed with me. I have called **************** several times, they were very polite as I explained my problem. Most of the time they said someone from corporate would call me, one time they said they would have the rental office in ****** call me, one time they said they would refund the money to my credit card and send me email when it has been done. No one has called me back and I have received a refund to my credit card for $100, but I am still out $431.07 for something I did not agree to. I am 82 years old, and I have a feeling that based on my age they could take advantage of me, which they did.
Business Response
Date: 02/05/2025
Thank you for the opportunity to respond. Management has reached to the customer but left messages as they were unsuccessful in establishing contact. Management processed a refund for the protection product to resolve.
Customer Answer
Date: 02/09/2025
Better Business Bureau:

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

Sincerely,

****** *****

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