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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.

          Complaints

          Additional Complaint 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. 
          See all additional business information

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          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            02/03/2025

            Complaint Type:
            Billing Issues
            Status:
            Resolved
            On Friday, 11/22/2024 I rented a car from Enterprise in ********, **, where I have rented for over 30 years. I returned the car on Saturday,11/23/2024 after closing time, left the vehicle parked out front and put the keys in the drop box. Instead of being charged for two days rental, I was charge for four because Enterprise didn't check the car in until 11/********** wife and I were on a flight to ********** on 11/25/2024 and were away until 12/02/2024. It's impossible that we returned the vehicle on the 26th!!I have spoken to someone unperson at Enterprise and was assured that the Manager would get back to me, they did'nt. I have spoken to customer service over the phone twice and was told a regional manager would be in touch, no response there either. I was then advised to send an email to customer service, which I've done three times now with NO RESPONSE. I refuse to pay the extra $122.80 I was charged for days I DID NOT HAVE THE VEHICLE, because someone at Enterprise neglected to do their job and check in the vehicle in a timely manner.

            Customer response

            02/06/2025

            The billing issue has been satisfactorily resolved by the Enterprise Car rental office. 

          • Initial Complaint

            02/03/2025

            Complaint Type:
            Billing Issues
            Status:
            Resolved
            I rented a car in November of 2023 for vacation. 2 days ago I received a letter with a $1500 invoice for damage to the vehicle. When we returned the vehicle the Enterprise employee did a walk around the vehicle and said everything was ok and said we were good to go. Now, 14 months later they are claiming damage. Either they are terribly mistaken or they are committing fraud. Looking at their ******** page other customers are claiming that ********************** is doing the same thing to them.

            Business response

            02/05/2025

            Thank you for the opportunity to respond. A response is attached.

            Customer response

            02/07/2025

            Better Business Bureau:

            I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Although there was no damage to the vehicle when I returned it and did a walk around with the Enterprise employee.
             
            Sincerely,

            **** *****

          • Initial Complaint

            01/31/2025

            Complaint Type:
            Service or Repair Issues
            Status:
            Resolved
            I have rented Enterprise Rental cars for a number of years. However, on December 27, 2024, I went to pick up my car at *****************************, *******************************************: Phone: ************ with my Enterprise Confirmation No: **********. There were a number of customers ahead of me in line. We were all told that the office had no cars and that they did not expect any more cars that day. This caused a great deal of stress and expense to my family.I have called the local offie and Enterprise **************** twice and have yet to receive a return phone call.Please help us resolve this problem with Enterprise.Thank you.

            Business response

            02/03/2025

            Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and offered compensation to resolve.

            Customer response

            02/04/2025

            Better Business Bureau:

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

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

          • Initial Complaint

            01/31/2025

            Complaint Type:
            Billing Issues
            Status:
            Resolved
            I rented a car from Enterprise in ******, *****. Picked it up on May 22, 2024 and returned it on June 11, 2024. The agent that served me asked if I wanted hail damage. I told him I would like hail damage for the first day of rental as they predicted large hail for that day. When the agent was filling out the documents, he said he gave me two days, I said I just want one day, so he said he changed it to one day. I did not receive any paper work when I picked up the car. He did not discuss the collision damage waiver with me. When I received my rental agreement statement, I was charged $531.07 CDW for the 21 days I rented the car, which was not discussed with me. I have called **************** several times, they were very polite as I explained my problem. Most of the time they said someone from corporate would call me, one time they said they would have the rental office in ****** call me, one time they said they would refund the money to my credit card and send me email when it has been done. No one has called me back and I have received a refund to my credit card for $100, but I am still out $431.07 for something I did not agree to. I am 82 years old, and I have a feeling that based on my age they could take advantage of me, which they did.

            Business response

            02/05/2025

            Thank you for the opportunity to respond. Management has reached to the customer but left messages as they were unsuccessful in establishing contact. Management processed a refund for the protection product to resolve.

            Customer response

            02/09/2025

            Better Business Bureau:

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

            ****** *****

          • Initial Complaint

            01/30/2025

            Complaint Type:
            Customer Service Issues
            Status:
            Resolved
            Enterprise did the following incorrectly:gave the wrong location for the closest rental, gave the wrong vehicle at the time of rental, did not answer their phones even once during regular hours for over a week while we tried to correct the matter, even the main Enterprise **************** could not verify that the location was open, did not respond to any "escalation" by the main **************** to resolve the issue - it was escalated to the Area Manager 4 times.

            Customer response

            01/30/2025

            They said the manager was never told about it.  They are mailing the machine back.  

          • Initial Complaint

            01/30/2025

            Complaint Type:
            Billing Issues
            Status:
            Resolved
            I rented a 2023 Dodge Charger from Enterprise in ******** while my personal vehicle was in the shop for warranty work. On November 30, 2024, I returned the rental car, took photos from all angles, and recorded a video of myself dropping off the key in the drop box. On December 2, 2024, I called Enterprise to confirm they received the key and that everything was fine, which they confirmed.On January 29, 2025two months laterI received a call from State Farm regarding a claim filed by Enterprise for alleged damage to the vehicle. The representative couldnt provide details, so I contacted Enterprise directly. I was informed that there was a puncture hole on the passenger-side door, but the branch manager had already closed out the rental agreement and noted that everything was fine when I returned the car.After being placed on hold for 30 minutes, I called back and spoke with the manager, who claimed he remembered the car and said the damage was found during a detailed inspection due to the cars high mileage before it was sold. He was supposed to send me the *** claim number but never did.I then contacted Enterprises claims adjuster and provided my photos for review. State Farm also followed up, and the actual adjuster confirmed that the car was never damaged. I have Ring camera footage proving the vehicle was undamaged when I dropped it off. Enterprise should also have security footage confirming the same.This claim is false and completely unacceptable. The alleged damage date on the claim is December 2, 2024, but I returned the vehicle on November 30, 2024. I refuse to be held responsible for damage that did not occur while the car was in my possession.This experience has been incredibly frustrating, and I will never do business with Enterprise again. I expect this matter to be resolved immediately and for Enterprise to retract their fraudulent claim.

            Customer response

            01/31/2025

            Enterprise has closed out claim due to evidence being presented to them on proof it wasnt my fault. The case number was 21900542

            Business response

            02/03/2025

            Thank you for the opportunity to respond. A response is attached.

            Customer response

            02/03/2025

            Better Business Bureau:

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

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

          • Initial Complaint

            01/30/2025

            Complaint Type:
            Billing Issues
            Status:
            Resolved
            While my vehicle was being serviced on Dec 26, 2024 at the ***** of ***********, I was given a rental car to use from enterprise rent a car. According to the contract, which I still have, all payments for the rental were supposed to charged to the ***** dealership. Instead, they have charged my card. I called enterprise and explained the situation and they promised me a refund and have not given back my money. I'm constantly calling the dealership service center who tells me they talked with enterprise, but I have yet to get my refund. I was charged $84.95 and $373.88 on Jan 15 2025

            Business response

            01/30/2025

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

            Customer response

            01/31/2025

            Better Business Bureau:

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

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

          • Initial Complaint

            01/29/2025

            Complaint Type:
            Service or Repair Issues
            Status:
            Resolved
            Would not rent a car to me. This was just after Christmas 2024.Falsely accused of fraud.Placed on "Do not rent" list.I have tried to call the number I was given and talk to resolve the issue, but I have not had any response. Representatives keep telling me they will "escalate" it and I should receive a call "soon."

            Business response

            01/30/2025

            Thank you for the opportunity to respond. Management has reinstated the customers rental privileges.

            Customer response

            01/30/2025

            Better Business Bureau:

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

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

          • Initial Complaint

            01/29/2025

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            I was in an accident and the insurance of the guilty party provided a rental car for me through the Enterprise location on **********. I was told I only had the option of a ******* car and I said I am uncomfortable accepting that vehicle due to the theft. The employee refused to switch cars claiming ******** are no longer stealable and told me I could either wait outside of the lot gates in a dangerous neighborhood for an **** and be without a car for a minimum of 2 weeks. I am a woman who lives in **************. This put me at risk so I eventually had no option but to accept the car. The car should never have been rented as it was in poor condition to begin with, there was a massive hole in the floor. I parked it directly in front of my house on a well lit street with the camera pointing directly at the vehicle and one night I heard a noise and it turns out 2 men tried to steal my rental car. I was able to stop the theft but they had ripped out the steering wheel column and jammed the ignition. The police told me and my husband that no one should drive or attempt to drive the vehicle. I called the rental car office the next day and the employee who had put me at risk answered the phone and started berating me. I was then told I was not at fault but the only way I could receive another car would be by driving the vehicle to the lot. 1) this was impossible 2) this would be highly unsafe. It took 2 Enterprise tow trucks to finally get my car, the first tow truck driver refused to take the car because he didnt like when women parallel parked. Parallel parking is the only option on my street. My insurance company refused to take claim for this and I was told by no less than 5 Enterprise employees that I am not at fault. I am now being charged for the repairs of a car that should not have been rented in the first place and loss of a day. I refuse to pay this bill and would like it cleared. Enterprise put my life at risk and is renting defective cars.

            Business response

            01/30/2025

            Thank you for the opportunity to respond. Notwithstanding the foregoing contractual obligations, management has decided to close this file as a matter of customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.

          • Initial Complaint

            01/28/2025

            Complaint Type:
            Billing Issues
            Status:
            Resolved
            Transaction date: 2024-10-29 Paid: $1,427 Enterprise Rental Car Incorrect translation amount Enterprise never called me to try to solve the problem. See the documents attached for more details. I have also a dispute opened with my credit card

            Business response

            01/30/2025

            Thank you for the opportunity to respond. Management spoke with the customer and agreed to process a refund to resolve.

            Customer response

            02/09/2025

            The company contacted me and they solved the problem. Thank you!

          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. ↩

          BBB Rating & Accreditation

          F

          This business is not BBB Accredited

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          Years in Business: 68

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          600 Corporate Park Dr

          Saint Louis, MO 63105-4204

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          Customer Complaints Summary

          4,070 total complaints in the last 3 years.

          1,725 complaints closed in the last 12 months.

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