Enterprise Rent-A-Car

Write a Review314-427-2031

OPEN NOW - Closes at 10:30pm

I rent from this location often. My last 2 experiences have been horrible. On the 2nd to last time I rented here it took 30 minutes before staff members could assist with selecting a car. Decent selection but the cars were dirty on the inside. The last time I rented here( 2weeks ago) Wait time was shorter, but the selection was lacking. Majority of the cars again, were dirty inside, or smelled like wet dogs. After selecting the least dirty car, I noticed right away the handling of the car was off. I don't think they had the proper tires installed on this vehicle, I rented an intermediate size SUV. To add more frustration to an already poor rental experience, while driving on the highway at night, the headlights barely lite up the road. I had to use the highbeams to see anything. On top of that, it started raining. The wipers smeared water across the windshield making it impossible to see. I told this to the staff when returning the vehicle , and they made no attempt to make it right.

I had to fly into St. Louis at the last minute because of a death in the family. I was stressed out and in a hurry when my flight arrived and the shuttle took us to Enterprise to pick up my car. The service was AMAZING...I wish I could remember the name of the woman who helped me. She was friendly, knowledgeable and fast...and she provided me with some much needed comic relief over our mutual college football interests. That interaction set the tone for my stay. As usual, the car was satisfactory and I had no problems with check in or check out. I will continue to use enterprise for car rentals.

They win the award for Customer DISservice. I've been using Enterprise for decades, but after this last bout of inanity with the Customer DISservice department, I'm going back to Hertz.

This was a very unfortunate experience which almost made me decide never to use Enterprise again, after having been a faithful Enterprise Plus member for the last 6 years.



I had made reservations for a "large SUV", a couple months in advance for an 12-day road trip with my family. I was told by the reservation agent that the vehicle would have "seating for 7". This was also plainly stated on the reservation confirmation email. Guess I should have called the branch first, because they had different ideas.,



The pick-up location was at St. Louis Airport Enterprise branch. When I got there to pick up my car, the representative was a sweet young 20-something girl who seemed very helpful. But when she showed me the "large SUV's", it became apparent that none of them would seat 7 passengers. When I challenged this, stating that my reservation confirmation clearly stated "Large SUV... 7 passengers", she told me over and over that "7 passengers is not a guarantee" and "our system is different." WHAT?????????



She then told me that if I wanted a 7-passenger vehicle, the only choice was to pay for an upgrade to the Premium SUV size. This was a 12-day reservation. That kind of upgrade is in the triple digits! But when I challenged this, I was only met with "I'm sorry's" and "that's just how our system works." No one there at this branch seemed to see this as a problem. To her credit, this representative offered me her employee discount to drive down the price of the upgrade. Still triple digits. I was over a barrel, there was no way I could make another reservation for that kind of vehicle on the day of, so I paid for the upgrade, asked who I could call to handle the dispute (I was told "The reservation hotline") and left. VERY Unsatisfied. I had no choice.



Here's the issue, and this is what I want the folks at the St. Louis branch to hear: "the system" works for people. Not the other way around. If there's a problem with the system, don't stick up for the system, YOU stick up for your customer! I would have gladly stood in that rental parking lot for an hour if need be while someone got on the phone with a manager to fix the problem, but that didn't happen. Instead, I left the lot holding a bill in the triple digits to pay for someone else's mistake. No. That's not acceptable. Never.



(Btw, called reservation hotline, no help.)



My wife and I have been faithful Enterprise Plus members for the last 6 years. I had almost made up my mind to never use Enterprise again. But there was redemption, and this is why I will still use Enterprise in the future:



I dropped the car off at the Farmington, MO branch, within the same "group" as the St. Louis branch, so the location change fee for drop-off was $50 (that's fair.) While dropping off the vehicle, I explained the situation to the branch manager at the Farmington, MO branch. His name was James, and he immediately picked up on why this is a HUGE customer service problem. So he went to bat for me. He got on the phone with the St. Louis branch, and boldly told them that this is their problem and they need to fix it, that this isn't the Enterprise way to leave a customer paying for someone else's error that the company could have easily fixed. He stared them down and got results! The upgrade fee was completely discounted, and I walked away VERY happy. This guy KNOWS his job and went to bat for me, the customer! That's what I'm talking about! From now on, I'm going to the Farmington branch ONLY!



Everything else about this whole transaction was great. No problems. Hate that I had to give such a poor review. But this is the kind of experience that requires someone to say something. Get your head in the game, St. Louis branch. I know dealing with the public is tough and you do it all day long out under the hot sun, but commit to work for your customers, not the system. You can do this.

I wanted to alert others to dangerous customer service at this location. I sent Enterprise an email on April 1st, and was promised a response, but have yet to receive it. So I hope that this review might prevent future customers from getting into an accident or killed because of this location's lack of care.



At the end of March, I rented a compact car for a week's duration just before dusk. The Nissan had a large sticker on the front windshield (8" by 6"), blocking my vision. I asked to have it removed on the way out, and was told to go back to the office, because the sticker says "not to be removed until sold". Jenn was happy to remove it for me, and stuck the sticker in the back right window, so it would no longer block my vision.



Because I was not familiar with the car, I accidentally squirted the windshield washer fluid on the front windshield, instead of changing gears to pull out. That's when we noticed that the right windshield wiper was not working, because it had no rubber on the blade! I went back inside to get Jenn. She offered to upgrade me for more money, rather than fix the problem, or apologize that I could have gotten caught in a thunderstorm in the next week without a wiper blade on the car! I declined the upgrade, so they brought me another compact car, a Fiat. She told me that if I didn't want the Fiat, that was all the compacts she had left, and I would have to pay for an upgrade. I took the Fiat.



As I was sitting in the Fiat, getting familiar with the car, and making sure both wipers were attached, an employee came up to ask what to do with the Nissan. Jenn told him to park it. THEN he asked why, was their something wrong with it? ONLY THEN did Jenn tell him that the wiper might be broken and he should look at it. Never once did she say, "Whatever you do, make sure we get a wiper blade on there before we rent it out again!" She handed me my paperwork and left to help another customer.



I looked at my paperwork, and it said that I was taking the blue Nissan, because she did not print out new paperwork for the Fiat. I was not about to leave the lot, for fear that someone else could wreck the Nissan this week, and I would be blamed, because the paperwork said that I was driving the Nissan. So I went back in to get Jenn, who politely changed my paperwork.



Just as we left the lot, it started raining. As I was driving down I-70 for 2 hours in the dark, pouring rain, with tractor trailer trucks flying past me going 70 miles per hour, the car would intermittently shake and rumble loudly, and I could feel loud vibrations in the floorboard. Every time this happened, there was no where safe to pull over, in the dark, pouring rain, and then the vibration would stop. It was a very scary ride.



I was about to return the Fiat in the morning to the Columbia Enterprise, to get a safer car. My son asked if he could look at the engine before we left for Enterprise, and we noticed that when I popped the hood, nothing happened, because the hood had been popped open the whole time! The shaking and rattling the night before had been from driving a car with the hood not latched, and the wind every once in a while catching underneath the hood. What would have happened if the hood HAD flown open while driving on I-70 on a dark, stormy night, surrounded by tractor-trailer trucks flying by at 70 miles per hour?



Enterprise compromised our safety 3 times last week: the 8x6 sticker in the windshield, the missing wiper blade, and renting me a car with the hood not latched. It would be in Enterprise's best interest to place tighter safety controls and re-train its employees to avoid compromising the safety of its customers.

I have been renting locally from Enterprise for years. My recent rental was easier than any previous rentals. The new facility is great. I will keep using them.

The upgrade I was given worked out better than my reservation. Vehicle could have been clesner inside, but was a great experience.

Good experience overall; first day at new location, but everyone was kind and I was taken to the airport in a timely manner.

Enterprise has been my Car Rental Company of choice for longer than I can remember. Probably not any more. Highest level of disappointment in service. Pickup at airport was fast and easy, but that all ended at the remote counter. Very long line, ONE staff person. Others drifted in with a low sense of urgency to clear up the backlog. Then waited with about 25 others for a car to be assigned. Why not just tell us where the assigned car is or give the keys like the old days. Figured it out. One more chance to upsell you on the rental. Prepay gas? NO. Upgrade to an SUV for $10 a day? NO Insurance for $45 a day ($16,425 per year) NO. All this standing in the rain.



Car was OK, but is a VW Beetle really a Full Size car? It had candy bar wrappers in the center console, but otherwise was clean and it drove well. We had fun with it, despite its smaller size. Then I noticed the license plate tag had EXPIRED in Mar 2015, and we are now May 2015. In some states they arrest you for that. Inexcusable.



Return the car. Very efficient. Quick to check in and give me the receipt. WAIT A MINUTE. What is this charge for $41.xx for FUEL. I told the guy at the counter and the 2nd point man in the raining parking lot that I would return the tank FULL, which I did. "SORRY SIR, you need to go back into the counter to have that fixed."



Guy at the counter. "SORRY SIR, need to talk to the guy who checked you in. Another 30 minutes wasted. ((I did notice the staff were very polite, and seemed to say "SORRY" a lot. Dont tell me you are sorry, just provide the service we expect and deserve.)) Finally resolved. But really? Was it a mistake? Makes you wonder. Has never happened to me before. Obviously someone changed the terms of my rental agreement to PREPAY Gas. Not sure why anyone would choose the PREPAY option. The price they charge to fill the tank is about $.20 a gal more than the gas station down the street, and it only make sense if you return the car on EMPTY. Highly unlikely. Once again, a little gimmick all Car Rental companies use to increase profits.



Overall, Enterprise provided me with a reasonable car at a reasonable daily rate. The employee service was about a 1 on a scale of 10. Most disappointing, and I am still trying to give them the benefit of the doubt on the Fuel Charge "ERROR" I suggest you check your receipt before you leave the lot. I doubt I would have received a credit after the fact.