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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:
$124,942.00

Total Amount Settled:
$3,352.00

Complaint Experience

72%

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

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

Complaints	Type of response
7	Making a full refund, as the consumer requested
2	Making a partial refund
25	Agreed to make an adjustment
1	Refusing to make an adjustment
24	Refuse to adjust, relying on terms of agreement
12	Unanswered

71 complaints against Enterprise Rent-A-Car

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12/1/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $240.00 Amount Settled: $0.00

Customer Complaint

11/17/2025

I rented a car had reservations for a week they started off not giving the car I reserved then I take car and it's filthy and infested with bugs I talked to manager said we'd discuss when returned when I returned after hours so didn't talk to anyone I also called 3 times to corporate still never got a call back no one helped or cared NEVER experienced this at this place Resolution Sought Refund my 4 days of rental

Company Response

11/18/2025

We are currently unable to locate the file based on the information provided. To ensure a resolution is reached, please provide a rental agreement number, reservation number or the location from which the vehicle was rented so we can investigate further.

Customer Rebuttal

11/19/2025

I rented car from there phone number 854165000

9/7/2025

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $540.00 Amount Settled: $540.00

Customer Complaint

8/21/2025

I am writing to formally address a series of deeply concerning issues I experienced with your company during a recent rental, as well as the lack of follow-through on promised resolutions. This matter involves serious safety concerns and repeated failures in customer service, which have left me extremely dissatisfied and compelled to escalate this situation if not addressed promptly. On July 30 25 ], I rented a vehicle from Poughkeepsie , Dutchess turnpike location. To my shock and dismay, my 10-year-old son discovered marijuana gummies inside the vehicle. This is an unacceptable and dangerous oversight, as it exposed my child to a controlled substance that should never have been present in a rental car. This incident alone raises significant concerns about your vehicle inspection and cleaning protocols, which are clearly inadequate to ensure customer safety. Additionally, when I contacted the corporate because the office was closed to address this issue and request a vehicle exchange, I was directed to two other Enterprise locations with assurances that a replacement vehicle was available. Upon arriving at both locations, I was informed that no vehicles were available, wasting my time and exacerbating an already stressful situation. This lack of coordination and communication between your branches reflects poorly on your operational standards. I've called 7 times and nobody has returned my calls Resolution Sought I am deeply disappointed by the negligence displayed in this situation—from the hazardous condition of the vehicle to the unfulfilled promises of resolution. I request the following: 1. A full refund for the rental due to the unsafe condition of the vehicle and the subsequent inconvenience caused. 2. An explanation of how marijuana gummies were left in a vehicle rented to a family, along with details on what steps Enterprise will take to prevent such incidents in the future. 3. A formal

Company Response

8/22/2025

I am the district manager for Enterprise Mobility in the Poughkeepsie, NY area. I reached out to Mr. Knight to follow up on his experience with the Poughkeepsie office. He informed me of the details; I sincerely apologized for the great inconvenience in regard to the lack of communication, dirty car, poor sense of urgency, and overall underwhelming experience. I explained our process of cleaning units to include our clean pledge 22 point inspection and I thanked him for bringing this situation to our attention so that we can go back to our process and hold ourselves accountable. A full refund was released to Chris Knight as requested to accommodate him for the poor service experience. Mr. Knight expressed his satisfaction to me before ending our conversation. He also has my personal contacts should he need future assistance.

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