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

4,178 total complaints in the last 3 years.
1,727 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:04/24/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to Enterprise to rent a vehicle. State Farm had already sent the paperwork over to them because this rental was due to an insurance claim. When I got there, "********" told me that the insurance covered compact cars. He informed me that they had 2 compact cars but they were already rented. I asked him to put me in the next size up. He put me in a ****** Altima but told me that since I was renting a larger vehicle, I would have to pay 6.00 a day in addition to what the insurance was paying. This was my first time renting a vehicle under an insurance claim and didn't know that the contract between State Farm and Enterprise states that if the car the insurance company requests isn't available, then Enterprise is obligated to provide a vehicle at no charge to the customer. Once I realized through State Farm that I shouldn't have been charged, I went back in within an hour of renting the vehicle and requested a refund. The manager, ****** *****, apologized for the mistake and told me that the charges would be reversed within a couple of days. They put me in a compact car that was suddenly available. 3 days after the vehicle was rented, the charges still weren't reversed. I had my mom reach out to them on my behalf. She was told that the charges would NOT be reversed until the vehicle is returned. Enterprise is refusing to refund my money that SHOULD NOT HAVE BEEN CHARGED IN THE FIRST PLACE until "the contract is closed". These charges should NOT be part of the contract, which I have provided.
Business Response
Date: 04/24/2025
Thank you for the opportunity to respond. Management spoke with the customer and confirmed the refund has been processed.
Customer Answer
Date: 04/25/2025
Better Business Bureau:

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

Sincerely,

******** *****
Initial Complaint
Date:04/23/2025
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.
Accusation of something I did not do.Negligence in following up on the report.Negligence from Enterprise Car Rental ****************************************** Address: *********************************************
Business Response
Date: 04/24/2025
Thank you for the opportunity to respond. Our Branch Rental Manager reached out to the customer and addressed their concerns. The customer agreed the damage on the vehicle was not present when she rented the vehicle.
Customer Answer
Date: 04/24/2025
Better Business Bureau:

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

Sincerely,

***** ******
Initial Complaint
Date:04/21/2025
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 March 27, 2025, at about 2:30 pm PDT, I rented a ********** Mirage from Enterprise Car Rental at the **********************************. At this pickup, there was no walk around or inspection for existing damage. The young woman from Enterprise did not fill out any damage report, nor did I sign or initial any such existing damage report. We had two witnesses to these facts, **** ****** (myself) and ******* *****.On March 31, 2025, at approximately 1 pm PDT, I returned the ********** Mirage to Enterprise Car Rental at the **********************************. At this drop-off, there was no walk around or inspection of the car for damage. The young woman from Enterprise did not fill out any damage report, not did I sign or initial any such damage report. We had two witnesses to these facts, **** ****** (myself) and ******* *****.Shortly after 8 pm PDT on March 31, 2025, Enterprise Car Rental attempted to reach out to us. We were unavailable and ****** left us a short voicemail asking us to return his call (regarding damage to the vehicle). We returned Sergios call the next day, speaking to a customer service representative at the **********************************. She took our message for ***** and ***** never called us back.On April 8, 2025, April 9, 2025, and April 17, 2025, we have received communications from Enterprise Car Rental that we owe them $684.72 for damages.We did not cause any damages to the car. Enterprise has been negligent in providing any proof that we caused any damages and we refuse to pay for damages either done by a previous renter prior to our rental or damages caused by an Enterprise employee between the time we returned the car on March 31, 2025, and when ****** called us around 8 pm PDT, later that evening.Consequently, I am filing a complaint with the Better Business Bureau against Enterprise Car Rental for trying to perpetrate fraud against us.Sincerely,**** ******
Customer Answer
Date: 04/22/2025
Dear BBB,
I am withdrawing this complaint. Enterprise Car Rental is informed me that they will not be pursuing me for the $684.
Thanks for your help in this matter,
**** ******
Business Response
Date: 04/22/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 04/23/2025
Better Business Bureau:

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

Sincerely,

**** ******
Initial Complaint
Date:04/15/2025
Type:Product 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 3/25/2025, GEICO set up a vehicle rental at Enterprise Rent-a-Car in *******, **. The truck was convered in dings and scratches on all panels and bumpers. I was told not to worry since they were all minor. Today, on 4/14/2025, I returned the vehicle in ***********. They claimed that there was a new barely visible crease on the front right fender. This did not happen while I rented the vehicle and I thinked I'm being SCAMMED! The crease was just as dusty as the rest of the vehicle and just as minor as all the other dings and scratches. But, somehow they amazingly detected this one crease that wasn't documented. They claim they are going to investigate it further before starting a claim against me. THIS IS OUTRAGEOUS!!!I've rented many vehicles in my travels and this really smelled like a setup. Watsonville Rent-a-Car are SCAM artists and should be investigated for a history of such activity.
Business Response
Date: 04/22/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 04/23/2025
Better Business Bureau:

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

Sincerely,

******* *********
Initial Complaint
Date:04/14/2025
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 went online and made a reservation at the Enterprise Rent-A- Car in ********* SC at the **************** location on Saturday April 12th, 2025. The reservation for the car to be picked up was at 9am on April 14th, 2025 and then to be returned at 9am April 18th, 2025. The day I was supposed to pick up the car, I got a call 30 minutes before my pickup time and was told that they had no car available for me, they then sent me to the * ***************** in ************, I was told they would have the car available there. I immediately went to that location only to be told they had no cars available for me either. I now have had to reschedule my plans until next Monday, I have high expectations that this will be fixed and taken care of.
Business Response
Date: 04/16/2025
Thank you for the opportunity to respond. Management provided the customer compensation to resolve the matter.
Initial Complaint
Date:04/14/2025
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 on 06/05/2024, in **************, did a one way rental, returned it to the **************** Enterprise location, same day, around 2-2:30 NC time. I was charged $394., but was refunded the $300. deposit, so actually paid $94. The nature of the dispute: I received a letter in the mail on 09/13/2024, more than 3 months later, saying there was damage on the car for $911.50 plus admin. fees, diminished value, loss of use, for a grand total of $1410.04. Enterprise said they notified by email, but they did not, as they did not have my correct email. We have been back and forth with numerous phone calls and hrs of time. So many red flags. #1: when I returned the car, I asked the young lady to do a walk around the car with me, but she said she could not do it now, she was too busy, shed do it later. I will be ********************************************** my life. There should be video and audio evidence of her telling me that. Live and learn. In the damage recovery unit, on 04/09/2025, the employee I spoke with told me that until the inspection is done, when the car is returned, Enterprise holds the customer responsible for any damage. On their accident report, the time is 15:43, or 3:45 when I returned the car between 2 and 2:30. I asked for time stamped and date stamped photos of the car, showing the damage, but only got photos with no time or date stamps, meaning they could have been taken days, weeks, or months later. In paperwork for the itemized repairs the estimate info is dated 08/19/2024. I have emails with picture attachments I can provide you. From photos you can see where Enterprise highlighted numerous pinkish marks ALL OVER THE CAR, the front, back, and both sides. I asked if theyre saying I did all these scratches. They said no, just where the hood meets the grill is a small indentation. My brother, ****** ****** has helped me in trying to resolve this, and give permission to talk to him. I DID NOT DAMAGE THIS CAR! *** HELP! Thank you!
Business Response
Date: 04/17/2025
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 04/17/2025
After reading Enterprises response, that they are closing their file on this, I just want to be clear that this means that this is completely settled? Also, just wanted to make sure that this will not go on my credit report? And finally, that I hope this will not be held against me, that I would hopefully be able to rent from Enterprise again, if needed. I greatly appreciate Enterprises decision, and sincerely say Thank You.
Customer Answer
Date: 04/25/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
After reading Enterprises response, that they are closing their file on this, I just want to be clear that this means that this is completely settled? Also, just wanted to make sure that this will not go on my credit report? And finally, that I hope this will not be held against me, that I would hopefully be able to rent from Enterprise again, if needed. I greatly appreciate Enterprises decision, and sincerely say Thank You.

Sincerely,

****** ******
Initial Complaint
Date:04/13/2025
Type:Product 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 4/11, I rented a car from Enterprise MSP Terminal 2 for 24 hours and was supposed to drop it off the next day at **************. The agreement mentioned the car had 18K miles. In reality, it was almost 85K (attached). I was supposed to arrive in ****** at 1:00 AM. It normally takes a couple of hours to do 140 miles. However, it took me more than 5 hours. I arrived at my destination at 4:00 AM. The reason for that is that Enterprise gave me a death trap. I assumed the rental agreement implied a reliable car that would take me from point A to point B safely and will keep up with traffic, especially on the freeway. The agreement did not say anything about a death trap. As soon as I got on the freeway, the car started shaking vigorously, all lights on the dashboard came up, and the speed dropped to 20 miles/hour. Regardless of how much I try to accelerate to keep up with traffic, the car did not exceed 40 miles/hour. Trucks on the free almost hit me countless times and I saw death closely. It was after midnight and cold and I felt like I was going to die that night. I called Enterprise roadside assistance and notified them via text of my location, but they kept me on hold for an hour until my phone died (attached). I have been travelling all day and was so exhausted and distraught. I do have videos of the ordeal in case they try to undermine what I went through. I slept for a couple of hours and called Enterprise and this time roadside assistance finally spoke to me and sent a truck to tow their death trap on Saturday April 12 at 8:00 AM. I was supposed to have the car all day that day but I did not. I called Enterprise customer service to discuss refunds and further compensation. The reps were less than helpful and said I have to wait for the location to contact me. I cannot call them. They have to call me. Of course no one reached out to me. I have been a loyal Enterprise/National customer for years. However, this experience was life threatening and traumatizing.
Business Response
Date: 04/15/2025
Thank you for the opportunity to respond. Management contacted the customer and processed a refund to resolve.
Customer Answer
Date: 04/16/2025
Better Business Bureau:

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

Sincerely,

***** *******
Initial Complaint
Date:04/13/2025
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.
In July 2024, I was involved in a minor accident while returning a rental car. The accident occurred in the parking lot of the rental car facility. I was made to pay a ****** deductible for my insurance, even though the person that bumped me in the parking lot provided her insurance information. I have reached out to the local office, corporate and repairs as I have not been provided an estimate for the repairs, I have not received any notice of a claim from my insurance company or any communication of any kind since I paid the ******. I would like to request a refund due to business practices that have been less than credible. I would like to be provided with documentation of the damage and repair
Business Response
Date: 04/15/2025
April 14, 2025
BBB
RE: Case# ******** **** *****
Enterprise File No. 21248895
To Whom it May Concern:
Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by ********* Ms. ***** rented a 2023 Kia ** bearing Florida registration AL89ID from Enterprise ************************ dba Enterprise Rent-A-Car in ********** *******. On July 1, 2024, Ms. ***** was involved in an accident and a claim was created. The local branch charged $500.00 toward the damage claim.
Per the rental contract executed by Ms. ****** she is responsible for all vehicle damage which occurs during her rental period. ****************** intended to first pursue the at-fault party for the damages. On October 31, 2024, our file was closed as the matter was classified as a minor repair, and the $500.00 charged at the time of return was refunded to ********* credit card.
Should you require any additional information, please do not hesitate to contact our office.
Sincerely,
******* ******* Analyst
Damage Recovery Unit
Customer Answer
Date: 04/19/2025
Complaint: 23197531

I have reviewed the business' response and am rejecting it because: I request to have a confirmation of the credit back, as my cc statement does not show a credit of ****** between 10/24 and 12/24.

Sincerely,

**** *****
Customer Answer
Date: 04/19/2025
I hereby rescind my previous rejection and I accept the businesses response
Initial Complaint
Date:04/09/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rented car when returned said I had no contact I did 7SVLD7. 4/6. To 4/7 they took car at ********* FL got no receipt and deposit not returned. Call 5 times said it was still open.
Business Response
Date: 04/15/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, closed the contract, and released the deposit back to the method of payment on file.
Initial Complaint
Date:04/09/2025
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 am writing to formally express my dissatisfaction with the service I received from ********* Mayor Customer solutions manager **************. ********* Mayor was assigned to handle a recent complaint about an accounting issue that caused me to be placed on the no rent list. On 04/04/2025 @ 2:57 p.m. I received a call from ********* Mayor to discuss the situation, ********* Mayor advised that he needed approval from the ** to clear this problem and would call me back. Several hours passed and I was forced to call back myself. When ********* Mayor picked up the phone he was very short and rude and advised that at that moment he was driving and couldnt help at that moment and once again ended the call with him stating he would call me back. I have now waited 5 days with no response from ********* Mayor. On Tuesday 04/08/2025 I texted ********* Mayor requesting a call back an update with no response. On Wednesday 04/09/2025 I called ********* Mayor to be sent to his voicemail, I left another detailed message in hopes of being contacted, again no response. I am very disappointed in the treat I have received by ********* Mayor from Customer solutions, being told anything just to get a customer off the phone without following through with the process that ********* Mayor put in place is disheartening. I have been a long standing customer with ******************** via personal use as well as business use and this is behavior is unacceptable.This experience is extremely disappointing and has caused a hardship. I expected better service based on Enterprise's reputation and commitment to the customers.I would appreciate it if you could address this matter and remove my name from the no rent list like ********* Mayor advised in our conversation on Friday 04/04/2025 @ 2:57 p.m.Thank you for your attention to this issue. I look forward to your prompt response.Sincerely,Djavan Cleveland
Business Response
Date: 04/23/2025
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: 04/24/2025
Better Business Bureau:

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

Sincerely,

Djavan Cleveland

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