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Enterprise Rent-A-Car complaints

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600 Corporate Park Drive
Saint Louis, MO 63105 | Get Directions

(844) 917-0966

http://www.enterprise.com

Monday - Friday 7:30-6:00 p.m.
Saturday - 9:00-12:00 noon
Various Airport hours are 24hr

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Total Amount in Dispute:
$148,165.00

Total Amount Settled:
$3,220.00

Complaint Experience

68%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

87 complaints against Enterprise Rent-A-Car closed in last 3 years.

Complaints	Type of response
8	Making a full refund, as the consumer requested
2	Making a partial refund
34	Agreed to make an adjustment
2	Refusing to make an adjustment
23	Refuse to adjust, relying on terms of agreement
18	Unanswered

87 complaints against Enterprise Rent-A-Car

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4/27/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $650.00 Amount Settled: $0.00

Customer Complaint

3/25/2025

We had a reservation , went to pick up the next day and nothing on the lot at all. Emily Hannom/ stated they called the day before and no one answered our phone . That was not true. No accountability no help Resolution Sought Compensate for the fact that we found another company ( Budget) thankfully at last minute

Company Response

4/10/2025

Good Morning – Below is the response from our Area Manager Kye Pendleton, After speaking with Karen Purvis about her rental, I apologized for the branch, 5364, not having a rental ready for them to pick up during the time they set the reservation for which resulted in them missing part of their vacation. I apologized again for the inconvenience and offered to issue a refund of $300 to accommodate for delaying their vacation. Accounting has issued the customer a refund check which the customer will receive in 7-10 business days. The customer was satisfied with the resolution. Let me know if you need any other information. Thank you,

Customer Rebuttal

4/14/2025

Yes, Kye Pendleton did reach out and was very kind. Had Emily (the employee at the store 5364 been as kind we would not have complained)! Kye did not offer a refund for missing part of my vacation, the refund was for the additional cost we spent on renting another vehicle last minute which I requested to be reimbursed. It has now been 20 days and I still have not received that refund. I will be calling again to follow up! I also suggested that Emily be retrained or fired and suggested Kye listen back to her recorded phone calls to us!

4/6/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $15,000.00 Amount Settled: $0.00

Customer Complaint

3/19/2025

Sat Aug 31, 2024, I was hit turning left on a legal arrow, by one of Enterprise Car Rental drivers. He plowed thru a light while on his cellphone and hit a driver to my right head on, turning his car in opposite direction. Then t-boned me hitting me very hard, knocking me to where I was turning. My back passenger window shattered automatically. A pain in my upper and lower back started right away. It was a burning sensation in my butt and lower back. Both knees were throbbing and my left side of my neck and left rotator were hurting bad. This man changed my Life forever. Due to pain and suffering and stress, I've had to cut my hair off. Enterprise told my Atty they only offer me $15,00. No, I'm owed much more. A Adjuster thru Enterprise came and assessed my car, took pics of all 4 sides and my Handicap plates. No one has offered to total my car out, nothing! Once we received the police report, which is all wrong. The Sheriff's put I was rear ended ,no I was T-boned and hurt. I'm a 62 y/o female and I need help. Please help me!!! Resolution Sought To re look at my case l, to report or get on Enterprise to do the right thing and compensate me. The driver didn't have insurance but they allowed Ernest Blue the driver who hit me to rent one of their vehicles, without showing proof of his own car Insurance.

Company Response

3/25/2025

I spoke with the claimant today. I explained how the MFR works in California and the limits. I also explained how pro rata works given the $5k PD available split between two cars.

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