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

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:04/09/2025
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 23, 2025, my partner ***** ******* (Enterprise Plus #: 45TTQJV) rented a vehicle at the ************* location. The car was towed shortly after. We attempted to retrieve the vehicle ourselves but were told by Enterprise that we were not allowed to. At the airport location, one employee told us we could get a notarized letter, but another later contradicted that and refused. This conflicting information forced us to let Enterprise handle the recovery.We were then charged $1,011.46 for towing/storage with no advance notice or opportunity to pay ourselves. We were charged again $94.89 on March 26 with no explanation, and $14.52 on April 2, possibly for tolls again, without communication.We emailed customer service and executive leadership multiple times and received no response. We acted in good faith and followed instructions but were misled and ***************** disputed amount: $1,276.87
Business Response
Date: 04/15/2025
Thank you for the opportunity to resolve. Management spoke with the customer, provided a breakdown of the tow fees, and offered to waive a partial amount to resolve.
Customer Answer
Date: 04/15/2025
Better Business Bureau:

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

Sincerely,

**** ************
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.
I received a moving violation from a camera while driving an Enterprise rental vehicle. I tried to contest it in court, but Enterprise said they had to pay the ticket and I could contest it after the fact. The court would not let me contest the ticket after it has been paid. I spoke to customer service with ********************** 3 times and they kept telling me I'd still be able to take my case to court, and no one could tell me where in my rental agreement I signed off on this. One customer service agent even said I could try and make my case with Enterprise and they could decide whether I was right or wrong. On top of not giving me the chance to contest the moving violation, they added a fee of 25% the cost of the violation for me to pay, and automatically charged my card on file.I think it's absolutely absurd that they are infringing on my rights by not allowing me to contest this ticket in court. I also believe it is insane that the customer service agents have given me conflicting statements, and even insinuated that they could make the decision whether I was guilty or not. The only body that has that power is the agency that issued me the ticket. I believe this policy to be predatory as Enterprise still has not specified where in my rental agreement I signed up on this, and charging a fee of 25% the cost of the ticket just adds insult to injury.
Customer Answer
Date: 04/09/2025
Rental Agreement #: 7DL8XF
Business Response
Date: 04/11/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Initial Complaint
Date:04/08/2025
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 January 23, 2025, I rented a car from Enterprise ***************. Before I returned the car I lost my Credit Card. I proceeded to notify Enterprise customer service that I wanted to extend the rental but the bank was closed. The customer service **** asked me when did I need to extend to and I told them the date. They said just bring the car back and pay when you arrive. I asked specifically how much it will be and I was told it would be $199 in addition to what was already paid. I agreed to that. The next day I received a call from a Employee of Enterprise ***************. He read off everything that was discussed with the **************** **** on the phone and he said no problem. When I returned the car to the airport. The person said $236.10. That is not what I was quoted at all. I even brought the car back early in the morning so it should have been cheaper than $199.30 that was agree upon. I am willing to settle this matter. I never had any issues with Enterprise until this. I called **************** and they said someone would get back to me but to this minute I have not received any contacts. I have called Enterprise **************** 3 times and each time I get an answer that someone will contact you shortly but nothing ever happens.
Business Response
Date: 04/15/2025
Thank you for the opportunity to respond. Management has attempted to contact the customer and left a voicemail as they intent to speak with the customer directly.
Initial Complaint
Date:04/08/2025
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 rented an **** A5 (RA #7QN735) from the *******/************ location for two days, beginning on March 31, 2025. On April 1, 2025, at approximately 8:15 AM, while on the PA Turnpike, a truck threw out an object which put a golf ball sized dent in the windshield of the ****. After ascertaining my fianc was okay, we were able to get the offending truck information and was able to stop and contact the PA State Police for a report. At approximately 8:31 AM, I called Enterprise Roadside Assistance, and advised "********" of what had occurred. He asked me if we were okay, to which I replied in the affirmative. I asked him if the ******************** location would have the same car class available to swap into, to which he replied that the ******************** had the same car class to swap into. (I asked him this question several times, and each time he said the same car class was available at the ********************.)Upon my arrival at the ***************************, I was advised by the manager **** that there were no vehicles of the same class to swap into, and that I would have to go into a full size car (a SIGNIFICANT downgrade) to continue on my trip. After my fianc had a verbal fit about being downgraded into a lower class car, magically a Jeep Grand Cherokee was found that we could take back home. After we were on the road again, I called Enterprise **************** and asked for a regional manager to call me. in regards to the lies from Roadside and from the branch. To this date, no one has called.The issues here are several: 1) *********************** flat out gave false information to me at a time I was not thinking straight, 2) The lies from **** the manager at the ******************** about only having a full size car to put me in, and 3) No call from a regional manager are the reasons I am filing this complaint.
Business Response
Date: 04/15/2025
Thank you for the opportunity to respond. Management has contacted the customer and offered compensation 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. The regional manager contacted me and I received the compensation.

Sincerely,

**** ****
Initial Complaint
Date:04/08/2025
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 3/18/25 I picked up a rental car from Enterprise **************** location in *********, ******. The car they gave us had a lot of damage as noted on the original rental agreement. When my daughter and I pulled away in the car we noticed a slight noise but dismissed it thinking that Enterprise would not rent a car that was not mechanically sound. My daughter proceeded to drive to ********** on 3/19/25. She called me when she pulled over to Barstow due to the noise being very loud and it worried her. Upon inspection of the car she found the plastic located under to car had come loose and was dragging on the ground. I immediately called road side assisance, they directed my daughter to go the location in ***********. Upon arrival my daughter was informed no cars were available and she would need to wait. Shortly after her arrival a woman from Enterprise accused my daughter of causing the damage to the car and informed her that she would not receive a replacement if she didn't acknowledge the damage. My daughter left the car at the location on 3/19/25 and went to a hotel where her and my 11 year old granddaughter waited for me to drive from ********* to get them and bring them back home. I have been charged for damage that already existed on the car and for the full rental for the office in ***********, ** claimed the car wasn't returned until 3/21/25 @ 11:54 am. The car was rtd to them on 3/19/25 at 3:45 pm. I attempted to resolve the issue with the ******************** to only be ignored and always told he would call me back. I then reached out to our Corporate representative in hopes he could assist me as well. However it appears that he was unable to assist for he informed me that someone was to be calling me and this call still has not occurred. I have attached all emails and my contract as well as the damage report filed by the ******************* This not only cost me the rental, but the ****** fees for the house we rented for their vacation.
Customer Answer
Date: 04/09/2025
I was contacted by Enterprise Car Rental this am and was issued a full refund of the car rental.
Initial Complaint
Date:04/08/2025
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.
-April 7, 2025 - Amount: $1,133.27 --address: **************************** ************************************************* Description of issue: I rent cars very frequently from enterprise. Every time l return a car it's always the same process when I pay with my credit card. The moment they close the contract. l immediately get my deposit back. There is no way it's immediate as soon as the car is returned.This has happened in the past where I haven't got my deposit back immediately after returning a car, but the manager came and was able tofix the issue. I returned the car April 7 and I was told my deposit was returned, but it hasn't been returned. I've returned to the airport because they do not have a phone where I can call them to ask so I have to drive 45 mirOtes just to get to them just to be told the same answer that they don't know what going on. This makes no sense in the manager who assisted me last time with making sure I got it back immediately was busy so at this point, I don't know what to do. I need the 400 back because $400 is a lot of ******** contract couldn't have been closed because the minute it closed the transaction falls off my bank account immediately there is no wait time at all.
Customer Answer
Date: 04/08/2025
I need to close this. Its been resolved
Business Response
Date: 04/09/2025
Thank you for the opportunity to respond. Management reached out to the customer via phone call but has been unsuccessful in establishing contact. Management sent an email regarding the difference between the authorized amount including the deposit versus the amount charged at the end of the rental.
Initial Complaint
Date:04/07/2025
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.
To Whom It May Concern,I am writing regarding an outstanding balance associated with a rental that Enterprise claims was under my responsibility from approximately three years ago. After reviewing the documentation provided by your back-office team, I want to formally dispute this charge.The credit card used for this rental is not mine, and the name listed on the card is not mine either. Furthermore, the signature associated with the rental agreement does not match my own. I was not involved in this rental, nor did I authorize anyone to use my identity for it.I ask that you remove my name from the Do Not Rent list and clear any associated balance. If you require a signed statement to that effect, I am happy to provide it.I am committed to resolving this civilly and without escalation, but I cannot be held liable for an account I did not create or authorize.
Business Response
Date: 04/15/2025
Thank you for the opportunity to resolve. Management has reached out to the customer and resolved the matter directly.
Initial Complaint
Date:04/07/2025
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 reserved a rental car through Enterprise Rental. I picked it up, 7/31/24, and dropped it off, 8/21/24 per the agreement. I was overcharged for an additional day. The agreement was for 7/31 to 8/21 at $2551.38. I was charged $2716.6.I phoned customer service 5 times, phoned the local branch and have written to the headquarters. Each time I spoke to a customer service *** they acknowledged I was owed the money, apologized and said they'd escalate the refund. When I called the local branch directly they said the issue was with a manager but she'd CC them all to get it resolved. When I emailed corporate they said on 3/10/25 " have sent this information over to a regional manager advising that you have been told the refund will be processed but nothing has happened". No refund or further communication has happened.The attached PDF has all the information and receipts.
Business Response
Date: 04/09/2025
Thank you for the opportunity to respond. Management reached out to the customer and processed a refund to resolve.
Customer Answer
Date: 04/16/2025
I submitted BBB Complaint #******** on 4/7/25 against Enterprise Rental Car.
I received a phone call from Woburn District Manager ******************** on 4/8/25 stating she had processed a refund for the disputed amount.
I phoned Woburn District Manager ******* ************, on 4/15/25 saying I had not seen the refund yet. She said it should have only taken a day or two. She was in the car but said shed check on it call me back in ***** minutes. I havent received any further communication. I still have not seen a refund.
Customer Answer
Date: 04/16/2025
Complaint: ********

I have reviewed the business' response and am rejecting it because:
I submitted BBB Complaint #******** on 4/7/25 against Enterprise Rental Car.
I received a phone call from Woburn District Manager ******************** on 4/8/25 stating she had processed a refund for the disputed amount.
I phoned Woburn District Manager ******* ************, on 4/15/25 saying I had not seen the refund yet. She said it should have only taken a day or two. She was in the car but said shed check on it call me back in ***** minutes. I havent received any further communication. I still have not seen a refund.

Sincerely,

********* ****
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,

********* ****
Initial Complaint
Date:04/07/2025
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.
The morning of April 4th, 2025 I called the number for Enterprise at ****************************************************************************************************** to reserve a truck. I spoke to a representative who confirmed TWICE that a truck was available; reservation number was **********. The manager informs me that the representative does not have access to our fleet. WHY THEN ARE THEY MAKING RESERVATIONS????!!!! The manager then says he is able to rent out a ****** Versa. The car is driven to **. As I still need a truck to bring my items back, I make a reservation online for at the ******************* and Midlothian Enterprise confirmation **********. I get there and lo and behold, no truck available. Again WHY ALLOW THE CONFIRMATION IF IT IS NOT AVAILABLE??!!The manger at the adjoining truck rental was kind enough to refer us to the **************** but could not confirm the inventory. It is not about not having what I needed but being lied to. Being told it is available MULTIPLE TIMES when that isnt the case. These system failures has cost me time, money and quite honestly faith in customer service. I should be reimbursed for the first reservation made. I cannot express my dissatisfaction enough. No one is expecting Publix or ****** like customer service and is not so much of not having the product. It is the repeated system failure of being informed as a paying customer a product is available while it is not. It is the lack of empathy, not acknowledging the error in **************. It is proof that Enterprise is not interested in customer satisfaction.
Customer Answer
Date: 04/10/2025
Enterprise has contacted me not only provided reimbursement but more importantly acknowledged and apologized. I appreciate that.
Initial Complaint
Date:04/07/2025
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 March 30, 2025, I called customer service and spoke with ****** and notified her that I had not received any correspondence from National asking about my experience during my rental period from March *****, 2025 at the *********** so that I could have provided my feedback regarding my experience. On March 17th while picking up my rental, there was a wait time exceeding 30 minutes to get out checked out through the garage which is excessive. ****** let me know that either **** ******, the Branch Manager or ******* ******, the Area Manager, would be reaching out to me within ***** hours. On this call with ******, I also notified her regarding my experience with my rental for March *****, 2025. During my return at ******************** on March 26th, I looked at my receipt and saw that the ***resentative charged a refueling charge to my reservation so I let him know that my company has an agreement with National where employees should not be charged for the refueling charge. The ***resentative said he was not aware of this agreement, so he charged me the fee anyway. Upon arriving with my return to the *********** the next day (March 27th), I decided to inquire about this with the ***resentative that processed my return at *** and she confirmed that she was indeed able to see in my companys contract that the refueling fee was not supposed to be charged which was what I mentioned to the previous *** and she also confirmed that already applied the refund for the refueling fee for my return on that day. On the customer service call with ******, she told me that the San **** ****** Manager, **** *********, would also be reaching out to me within ***** hours. At this time, it has been a week since my call with ****** and I still have not heard from any of the branch managers.
Customer Answer
Date: 04/07/2025
Here are the reservation numbers:
Miami 470897032
******************** 366762517

Business Response
Date: 04/10/2025
Thank you for the opportunity to respond. Here is the response from our local management team;
To Whom It My Concern:
Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by ****** *****-***** who rented a vehicle from Enterprise Rent A Car **************************************, dba Enterprise Rent-A-Car.
After reviewing the concerns presented by the renter, the Area Manager that oversees this location spoke with the renter (****** *****-*****) and made sure she was aware she was refunded the amount in question $35.25. The customer was content and thanked us for our help. At Enterprise 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,
********************** of *******************************
Customer Answer
Date: 04/12/2025
Better Business Bureau:

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

Sincerely,

****** *****-*****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

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