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Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Important information

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

Complaints

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

Find a Location

Enterprise Rent-A-Car has 4412 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 4,178 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/03/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      RA#YLKK0Q on 05/01/22, Enterprise called asking how I would get my rental organized by ***. I said I would pick it up, the lady said they would be closing in ten. She had my number and knew I was coming down.I arrived at 2:05pm, an employee locked the door on me without a care in the world. I was left stranded in the middle of nowhere until they would reopen 2 days later. I was forced to get a rental from the same company at the airport location, which cost me $215.68 (RA#*********) instead of just the $50 deposit as arranged by *** and their direct billing.Not only it cost me time, money and energy and weekend projects to battle the setup for failure that the staff at this location snidely pulled on me (no update phone call, nobody waiting, no care in the world when addressed to), but the first car that I finally got in reeked like an ashtray and had to be returned, the second car was clearly me salvaging the situation for the two first days that enterprise started the *** rental agreement, and the third car after I brought the airport car back in to fall back onto the original agreement had a nail in the tire, which one could clearly suspect from the individual tire pressure sensor display.It will be 4 cars in 5 days, and a long stretch of lack of costumer service - if not straight up disdain and attitude - plus lack of technical care.I do not want an upgrade, I just claim the $215.58 that were caused by the staff's lack of professionalism. The *** agreement I was called on started 5/01/22 and should have been directly billed.

      Business Response

      Date: 05/10/2022

      Has been escalated to the rental branch, rental branch states has spoken with customer regarding situation.

    • Initial Complaint

      Date:05/03/2022

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Traveling through ********* in Nov. 2021, I was involved in a car accident which totaled my vehicle. In order to get home, my insurance company secured a rental car through Enterprise Rent-a-Car at ***************** I had two people with me, and I properly added their names to the rental agreement to help drive if need be. The signed rental agreement indicated that the 2 extra drivers were only authorized 11/8-11/12. This was an extra charge of $15 a day, for $150 which was paid at the time of signing. I ended up having the rental car for a total of 25 days. The car was turned in and everything was fine, or so I thought. On 12/7/21 I received a charge on my credit card for $916.73. I tried calling the ********* Enterprise location to inquire and they told me it was an additional charge for the two extra drivers for the remainder of the time I had the car. I clarified with them that they were only approved for 5 days as per the signed contract. They would not speak with me or even look at my contract and said there was nothing they could do. I asked to speak to a manager and was given to ******. She was extremely rude and very short, saying there was nothing that she could do and it was out of her hands. During one phone call, she literally laughed at me and hung up. I've been told by customer service that they cannot find my contract, and another time I was told that yes in fact the charge was inaccurate and they would have it reversed that same day. On my last call to customer service, I was told that the additional drivers had to have been removed at the Vegas location, unless otherwise stated. The initial contract was the "otherwise stated" due to the fact that it would've been impossible for me to go back to the location to remove them since I lived out of state and why they put the dates in the rental agreement. This is their policy "The system will calculate the charges based on the dates the additional driver was listed on the rental." Please help!!

      Business Response

      Date: 05/13/2022

      Area Manager ******************* has emailed and called to speak with customer. Awaiting a response.

    • Initial Complaint

      Date:05/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In error when I was making my initial reservation I chose a Full size SUV, when I really wanted a Mid Size SUV. Due to the fact I needed a rental car ASAP because of an emergency I had to take the Full Size SUV. The following day I went to the ************ location after making a reservation and I went there and once the gentleman at the front desk learned I wanted to swap out rental vehicles he told me he couldn't help me. Initially he said the vehicle was available. I've spoken to numerous individuals and supervisors who has given me misleading information.

      Business Response

      Date: 05/04/2022

      Customer had the car exchanged as requested.

      Customer Answer

      Date: 05/06/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I still had to pay for renting a car I didn't want and that absolutely no one cared to swap out. This is wrong on so many levels. I've spoken with numerous customer service representatives and been to various locations and yielded the same outcome. Only good thing was dealing with the ********* location for the second time, the young ladies there were fantastic.

    • Initial Complaint

      Date:05/02/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On March 12, 2022, my wife and I were scheduled to pick up a rental car from Enterprises location in the ********************. Unfortunately, our flight was delayed, and we wouldnt be arriving until a little after 11 PM PST. We called the location several times and informed them of the situation. We were told that a representative would be waiting for us. The last voicemail we received from the location stated that while the Enterprise Staff was going home for the evening, our car rental information had been given to the staff from their sister company National, who would be open to midnight, and that we could pick up our rental car at the National Counter when we arrived. When my wife and I arrived at 11:20 PM, we were told by a security guard that the representatives from both Enterprise and National had gone home for the evening.The ******************** Enterprise left us completely stranded. My wife and I had to make emergency hotel reservations. We have opened a case with Enterprise *************************** and have been assured that the location would contact us. According to the representative I spoke with today, the ************ location attempted to contact us once, but the voicemail got cut off. Sadly, they never tried to contact us again.Enterprise should compensate us for leaving us completely stranded despite our constant communication with the location and their assurances that a staff member would be there to assist us when we arrived.

      Business Response

      Date: 05/16/2022

      Resolution has been made with customer. We are paying $211 for the hotel room he is said he needed to book as a result of us not being open.  Check has been processed on our end and he should receive within 2 weeks.  

      Customer Answer

      Date: 05/16/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:05/02/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      February 21, 2022.See uploaded letter.

      Business Response

      Date: 05/04/2022

      The file has been forwarded to Area Manager. He has left a message for the customer and the claim file will be closed and not pursued.

    • Initial Complaint

      Date:05/01/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 26 2022. My wife and I rented a ****** rogue for our anniversary trip to ************************. We were to return the vehicle on April 30 2022. Conformation number is ********** in the amount of $406.09 plus $300.00 security deposit. We arrived in ********* on April 27. While sitting at a red light, when it turned green, I heard a sound coming from underneath the vehicle. A dragging sound. I pulled into a parking lot to check the problem, and saw a piece of plastic hanging down. It was covering the front wheel drive housing, but it broke loose at the top. The hotel was two blocks away so we made it *****. I called Enterprise in ********* to report the problem. I spoke to ******* and told her the problem. I was told to drive the vehicle to an enterprise in *********. We just arrived at *********, and we had no idea where any thing was. I also didn't want to drive the vehicle in that condition and make the problem worse. She said she would try to find someone to bring us a vehicle and take the ******. She called back and said no one would come to us and ***** were no mid size vehicles available. From approximately 2pm to 5 pm I made 10 phone calls to enterprise to resolve the problem. I would sit on hold for a long period of time and calls were not returned. Finally I got a hold of her and I was told an enterprise at a mall was about a mile from me and they and a **** *** ***** and the person ***** was alone and couldn't bring the vehicle to me. So I said I'm not going to be responsible for any damage to the ******. She said fine. We got ***** and the enterprise didn't have a **** ***. I called her back and she said she found an enterprise that would bring us a **** *** Thursday, April 28 and she would call me back to confirm. No phone call came. I called Thursday the 28 and ******* wasn't in. I was told to call a certain enterprise, which I did. They had a **** *** but I had to drive ***** and switch it out. I would like a complete refund. Due to stress

      Business Response

      Date: 05/03/2022

      The branch has refunded the entire rental for the inconvenience and the customer is satisfied with the outcome. 

      Customer Answer

      Date: 05/03/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]


      Better Business Bureau:


      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 


      Regards,


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

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

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