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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:05/18/2024

      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.
      I have been renting with them exclusively for a long time and recently when picking up a rental I was informed that I was placed on a do not rent list. There is no information regarding the reason as to why except I owe money. I have always paid in advanced for all rentals which is required. I have never been contacted stating there was something wrong with a return, owed money for tolls, tickets, ect. They told me to call a phone line that was not open until 2 days later. I called customer service who explained my account was flagged but there was no information regarding what the balance was for. All of the documents on their end reported all balances were appropriately paid and there was even a notice in the system that it was inappropriately flagged. This stranded me without food for 2 days in an unfamiliar place.

      Business Response

      Date: 05/30/2024

      Thank you for the opportunity to respond. After further research, management shared that the customer has an outstanding balance as a result of a previously contested charge. If the customer needs further assistance, please reach out to the *********************** at **************.

    • Initial Complaint

      Date:05/18/2024

      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.
      I rented a car from enterprise car rental on 4/8 due to my car being stolen. I rent from rental for business and personal ALL THE ***** A few days after returning the car, I went to make another reservation and was told I was on the do not rent list. The location couldnt (which I later found out just didnt tell my why and told me they will have the risk team call me. After two weeks, I called the 800 number and was told again they will have the risk team call me to explain. After two More weeks no call and I called today for more information. The customer service rep advised the location should be able to tell me because they are the ones that submitted the request to put me on the list. I called the location and spoke to ***, the manager, who told me I was put on because of an unauthorized driver. I told her my husband is on my policy and always on the reservation and returned the car. She then stated no there was a person in the drivers seat and another person in the passenger seat that handed us the keys. I said my husband was in the drivers seat and had his friend bring on the keys, while he got personal items out of the car. She said it wasnt your husband driving. I said how did you determine that. Did you ask for identification of the person driving and handing in the keys. She said no we dont need to. She said you and your husband have been here before. I said yes but not often enough for you or your staff to self identify us and make that determine. My husband was indeed the person driving. She said well thats not what we saw. I think it has to be completely wrong, and possibly illegal, to self ID someone without confirming and banning them from renting altogether.

      Business Response

      Date: 06/05/2024

      *************************** has rented 11 times in the last 12 months at the ************** location, and the branch employees were familiar with her and her spouse. The topic of having unapproved drivers has come up with the customer during previous rentals and the management staff addressed this with the customer. They informed them that having an unauthorized driver operate the vehicle is against the rental policy. For the rental described in the complaint, the branch employees did not recognize the person handing them the keys and requesting the rental be closed. The rental staff that operates the ************* location knew who the customer was and who her husband was.  Management staff watched our security cameras to compare the customers picking up the rental and the person who returned the vehicle.  After upper management approval, *************************** was placed on DNR due to knowingly breaking contract policy.

      Business Response

      Date: 06/05/2024

      *************************** has rented 11 times in the last 12 months at the ************** location, and the branch employees were familiar with her and her spouse. The topic of having unapproved drivers has come up with the customer during previous rentals and the management staff addressed this with the customer. They informed them that having an unauthorized driver operate the vehicle is against the rental policy. For the rental described in the complaint, the branch employees did not recognize the person handing them the keys and requesting the rental be closed. The rental staff that operates the Washington St location knew who the customer was and who her husband was.  Management staff watched our security cameras to compare the customers picking up the rental and the person who returned the vehicle.  After upper management approval, *************************** was placed on DNR due to knowingly breaking contract policy.

    • Initial Complaint

      Date:05/18/2024

      Type:Product 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.
      . I was more recently set up with a rental car from one of your stores in ********** ******* while my car was repaired at dealership. I declined the daily insurance coverage or whatever it is called was told ok sign here. I was not.told what I was signing other that that is was saying I declined that daily rate. while you vechile basin my possession some damage was done to it during a road rage incident. when I returned ******* they took pictures and said they would send claim to my insurance company who in return would call me to collect my deductible. well the store I did business with l, without my.consent or acknowledgment that it was being done took 500 dollars out of my credit card. I am requesting that you speak to this store about fraudulently taking my money without my consent or knowledge and that I be credited.back my 500 dollars as my insurance.company will collect it and I'm not gonna.pay my deductible twice and end up paying 1000 dollars. also I never read or received a.copy of my contract of the rental thru email or hard copy.

      Customer Answer

      Date: 05/20/2024

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

      Business Response

      Date: 05/21/2024

      Thank you for the opportunity to respond. Management resolved the matter directly with the customer. 

    • Initial Complaint

      Date:05/17/2024

      Type:Order 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.
      I had to get a rental car because someone hit my car. The car I rented from Enterprise-A-Car. ****************************************, O&#**;**********************. Progressive paid for the rental car. Enterprise rented me a car and talked us into ****** of insurance. We thought this was for the 189 month. They charged us 400 for the insurance over two days.

      Business Response

      Date: 05/28/2024

      Thank you for the opportunity to respond. Our Area Manager processed a refund.

      Customer Answer

      Date: 06/19/2024

      I received my full refund and this has been resolved. 

    • Initial Complaint

      Date:05/17/2024

      Type:Billing 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.
      I reserved a car from 4/3-4/17 and was quoted $822. Upon pick up the agent asked how long Id have the car. I told them I reserved for 2 weeks but that my car was in the shop so it could be earlier. At this point they did not take the opportunity to discuss how their rates worked. I returned the car 2 days early and was charged the same amount. Ive called corporate office 7 times and all customer service reps have been very kind but unhelpful and it is impossible to get any resolution of improper charging practices. For clarification - the reps have stated their policy is anything 5-7 days is considered weekly charge. However, on their website it states nothing of this and in fact goes on to state you will never be charged for days the car isnt in your possession. I have been told on 3 out of 7 calls to corporate that they would issue me a courtesy creditwhich still hasnt happened. I have been told that branch managers would reach out to me on 2 out of 7 calls. Still hasnt happened.

      Business Response

      Date: 05/28/2024

      Thank you for the opportunity to respond. Management has reached to the customer and left messages as they have been unsuccessful in reaching the customer. They intended to speak with the customer directly. In an effort to resolve the matter, management detailed the rental charges and weekly rates in the second voice message left.

    • Initial Complaint

      Date:05/17/2024

      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.
      On 2/16/2024 I made a reservation for a car rental for a single day during a vacation on 5/17/2024. Received confirmation. On 5/16/24 a representative called to verify that I was still needing a car on 5/17. I confirmed I did. He stated it may not be the same model as I booked. I said that was okay. On 5/17, 45 min before my pickup time they called to tell me there are no cars available and there is nothing they can do. So apparently 3 months advance reservation means nothing. How is this acceptable as a business practice?

      Customer Answer

      Date: 05/20/2024

      Located in: ************************ & Casino
      Address: ******************************

      This location was inside the hotel I was staying in. 

      While waiting at the airport, I spoke to another hotel guest from my location. He mentioned that he DID rent a car from this Enterprise location on Friday, the same day mine was canceled. He said that he made his reservation the day before. He also mentioned that on Friday when he picked up his SUV, the rental counter guy told him he may have to put him in the F150 outside. F150 was the class of vehicle that I had reserved 3 months prior. So there were cars available, even the car I reserved, but he gave them all away. 

      Business Response

      Date: 05/28/2024

      Thank you for the opportunity to respond. Our Area Manager has reached to the customer but left a message as they have been unsuccessful in reaching the customer. They intend to speak with the customer directly.

    • Initial Complaint

      Date:05/17/2024

      Type:Billing 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.
      I went in to get a rental for an insurance claim, the heavyset blonde gentleman I told him over and over do not add anything extra or put anything extra on the vehicle agreement. I cannot pay for anything cause Im trying to get on SSI and disability and I have $0.00 money and no income. He assured me that it wouldnt be put on there and then said hey your deductible is 2500, I told him I didnt care I still had full coverage insurance and do not put anything extra on it. He then told me that I could call up there and have it canceled if I didnt want to put on there, and I told him immediately no do not put anything extra on there. I am not able to pay for it over and over. We get outside and he told me he didnt put it on there and if I needed anything else to call up there and talk to them, and he told me it was not put on there I got my invoice and it was put on there, I called up there anyways and spoke to them he said it would be removed and taken care of and now its not. Five days later I still have not received my $50 reimbursement for my whole fee for a car for an insurance claim, and Im being told I bought an additional $350 insurance. I already paid 200 a month for insurance, why would I pay extra for more insurance when Im already paying out the **** for insurance , I have tried and tried to get this resolved every day, and I told today that the gentleman no longer works for enterprise. Other people have told me by here say that this has been an issue up there. I cannot afford this I did not accept this and I told him no I have a witness who was with me when I said no over and over and over.

      Business Response

      Date: 05/21/2024

      Thank you for the opportunity to respond.  Management spoke with the customer, addressed protection product concerns, and processed a refund of the deposit.

    • Initial Complaint

      Date:05/17/2024

      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.
      I rented a one-way car from Enterprise on Tuesday, 04/14, from a location in ******** with an after-hours drop off at the **** ************* Location (********************************). The rental was for one day, from 8am on the 14th to 8 am on the 15th (though I received the car at 8:30 in ******** due to a delay at that location). I dropped the car off at the ************* location at 9pm the night of the 14th. I have two issues with the ************* location:1. The next day, I got sent an invoice that said I drove the car for 3 hours on the 15th, until 11am, despite me turning the keys in at 9pm the previous night. The extra charge for these hours nearly doubled my bill. Calling corporate hasn't done anything, and the ************* location does not answer their phones. I have no other choice but to file a complaint here.2. While dropping my car off the night of the 14th, there was a group of men who were poking around the cars, clearly looking for things worth stealing. When I pulled up in my car, one of them yelled at me to get out. I ignored them and stayed in the car, and luckily they moved on to looking into cars on the other side of the parking garage. When I did eventually get out of the car (keys in hand), they began walking over to me and I had to quickly descend to a floor with security. I had to ask armed security to ****** me to the key drop-off to ensure that I (and the keys!) were safe. Enterprise has 0 security of their own near the after-hours drop-off, and I was lucky in that I'm a man-- I doubt that the men would have been as cautious in approaching me if I was a woman.

      Business Response

      Date: 05/31/2024

      Thank you for the opportunity to respond. Management spoke with the customer, processed a refund, and sent an updated receipt.

    • Initial Complaint

      Date:05/17/2024

      Type:Billing 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.
      My husband whose first language is not English went to Enterprise Car Rental in ****, ***** to pick up a rental for an insurance claim due to an accident we were involved with. The clerk offered my husband extra insurance and said it was $30 and it would cover everything in case of an accident. My husband was not told it was $30 a day and agreed. When the rental was taken back my husband was charged $*******. He stated that the clerk did not mention at any time this was a daily rate and was extremely nice and helpful over the initial encounter. When my husband attempted to come to an understanding about the over charge the clerk was then rude and unwilling to help. I have called the company on multiple occasions and have failed to get a response about the deceptive business practices they have shown. The overall bill for a rental to our insurance was ******* and insurance covered up to $1000 and they charged $741.79 in this extra insurance that they clearly deceptively obtained.

      Customer Answer

      Date: 05/30/2024

      This occurred at the following location:

      Enterprise Rental 

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

      Enterprise Rental Agreement4340KV

      Agent:  Unknown

       

      Business Response

      Date: 06/21/2024

      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: 07/01/2024

      I have recd a message that the case was closed.  I never received a call from Enterprise which was the last message I received.  It was never resolved and I was not contacted by the BBB prior to the closing of the case.  I am very disappointed with this process.  It was very difficult to navigate through the complaint process.

       

       

    • Initial Complaint

      Date:05/16/2024

      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.
      I rented a car from Enterprise @ the ************************************************* location. Per the rental contract the cost of this rental was for $209.87 for the dates of April 25 to May 2, 2024. My original vehicle was in unacceptable condition for numerous reasons, including but not limited to, unsafe breaks. I contacted Enterprise and they agreed to a swap @ their ****************************** location on April 26, 2024. I filed a BBB complaint to express my disappointment in the inconvenience of being rented a dangerous/disgusting vehicle, and the inconvenience of having to drive to a different Enterprise location 15 miles away to swap vehicles. I was subsequently contacted by an employee @ the 611 E ******** location apologizing for the inconvenience w/ a promise that I would be compensated financially upon returning the vehicle. On April 27 my partner went into labor six weeks early and gave birth to our daughter. My partner has lupus and this was a high risk pregnancy. Both my partner and daughter almost died during delivery. As of this writing on 5/16 my partner and daughter are still hospitalized. On May 1, I was contacted by Enterprise informing me that I would be charged a large one way rental fee if I didnt return the vehicle to the ****************************** location, contradicting what I was told at pick up and by the employee of the 611 E ******** location- that I could return the vehicle to the original rental location. When I explained the circumstances re: my family, I was told I would not be charged for any extra days and could return the car at my earliest convenience as long as it was to the *** location. I was subsequently charged $409.87, an arbitrary number that was preauthorized @ pick up ($209.87 for my contract charges and $200 for an additional deposit). I have received no receipt or explanation of charges. Enterprise's website also reflects no history under my license for this trip. I should not be charged.

      Business Response

      Date: 05/23/2024

      Thank you for the opportunity to respond. Management has reached to the customer but left messages as they have been unsuccessful in reaching the customer. They intend to speak with the customer directly.

      Customer Answer

      Date: 05/23/2024

      Complaint: 21723997

      I am rejecting this response because: The Enterprise manager and I have not made contact as of now.  I am still waiting for the opportunity to resolve my concerns.



      Sincerely,

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

      Business Response

      Date: 05/31/2024

      Thank you for the opportunity to respond. Management spoke with the customer and processed a refund.

      Customer Answer

      Date: 06/04/2024

      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,

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

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

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