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

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
02/10/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Rented a vehicle through Enterprise at the ************************* location. Rental was for 3 days. Upon return the employee claimed that there was hail damage on the roof. I took pictures and indicated that there had been no hail in ************* the week of the rental at all. Also, the vehicle is parked outside of my house and was driven a total of 3 times by myself. There are no trees right in front of my house and when I had it at work its parked in an underground parking lot. The only other time was at the ********** location grocery store - ******* which also did not have any trees near the spot. The vehicle has *****km for mileage on it. Its possible that this was incurred prior to my rental. Also, when we did the inspection the employee asked me to pay special attention to the tires and rims and bumper where there was a split on the passenger front side. He didnt point out that its important to look at the roof for damages. I have pictures of the roof and its near impossible to see in certain lighting and would not have even noticed. I want them to provide a picture, dated prior to the rental, of the roof showing there is no damage at all. I had the car for less than 3 days total and most of the time it was parked.
Customer response
02/10/2025
Hello,
The rental agreement number is 74N5JR.

Thank you,
Cheron
Customer response
02/10/2025
This matter has been resolved directly with the district manager of Enterprise this morning. They apologized for the whole ordeal and has cancelled the claim. She reviewed the cameras and agreed that at no time did the employee look at the roof of the car either which means the dents could have been there prior to my rental.
Initial Complaint
02/07/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Jan 9, 2025, I went with my husband to pick a rental car that **** arranged for me while my car was in the shop. The Enterprise represent handled to me a table & requested to initial in two sections. I asked why, he said is the contract. He offered me insurance in case of accident for $25 a day. I said only what the insurance pay. He asked for my credit card as hold if any problems. He walked us outside to show the car. I said a "SUV", he said, yeap that is your car. On Feb 21, we went to the repair shop, and we were instructed that Enterprise picks the car. When, I got home, I got a call from Enterprise indicating that I owed $401+. I said, **** is paying for the rental, they arranged the car for me. At that moment, I was told that I choose a bigger car. I said, I did not choose a bigger car, you gave me that car. He said I signed the agreement that I will pay for a car. I said I initial what you told me to initial, but you never explained that I have to pay more for a bigger car. I have contacted Enterprise at ************ five times, my husband too. They always said that they will forward my claimed to the supervisor. It's almost a month and no one has contacted me. I contact my credit card company to dispute the charges. I was not explained the contract. I have rented once a car before and the entire contract was explained to me. I felt that I was misled to initial without explaining the additional charges. I never request a bigger car. The only thing the enterprise front desk person offered was extra insurance which I declined. Each time I called, the ** respond is that I signed the contract. I said that the contract was not explained to me. The ** insisted that I should have read before I initialed. I said the insurance made the arrangements for me.
Business response
02/07/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Customer response
02/10/2025
Better Business Bureau:

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

Sincerely,

******* *********
Initial Complaint
02/03/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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:
Customer Service Issues
Status:
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.
Hello,I have contacted Enterprise customer service the past few days regarding the fact that, someone texted me on Jan 28, saying he was part of Enterprise, and set up to pick up the car. Told him the car *********** was picked up but I still have the key and I left some personal items in the car including my daughters medication and school supplies. I have tried numerous times to get ahold of **** ***** and explained the situation and he advised me to call customer service. I have called multiple times and they say they can't do anything that I have to call the branch.Attached are screenshots of the conversations I have had with them.
Business response
02/04/2025
Thank you for the opportunity to respond. Management spoke with the customer and shared the customer will report to the ************* to retrieve their belongings.
Customer response
02/04/2025
Complaint: 22892455

I have reviewed the business' response and am rejecting it because:
I do not wish to close the case because no one has yet to communicate with me as mentioned in the message. No one has attempted any form of communication via email nor phone.

Sincerely,

******** *****
Business response
02/05/2025
Thank you for the opportunity to respond. Management has spoken with the customer again and confirmed they will report to the ************* to retrieve their belongings.
Customer response
02/05/2025
Received a phone call from ************ at 11:34am.
Told me to go to the airport to pick up my belongings. I arrived at the airport and told there is nothing here.
Tried calling back and being put on put and no one answers tha phone number that called me.
Initial Complaint
02/03/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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,

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

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 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

Complaints

Additional Complaint Information

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

Complaint Details

Showing all complaints

Customer response

Customer response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Customer response

Customer response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary