Enterprise Reviews 8,906

Disgusted with the service, it was not the car we asked for. On returning the car they found a nail in the tyre they kept the £200 when we enquired about it, we were told it could take sixty days to sort out. We will never never hire from you again.

Absolute joke. Went to the app to make a booking. Put in my details and confirmed payment on the banking app. Money is there but it was declined. Tried a couple of different browsers with cleared cookies and same problem. Went on the online chat. “Samantha” left after one message. Called them, was put through to customer service and was told “there is nothing we can do”. Absolute joke. Seems like they dangle the pay now option in front of you but make it impossible to pay so you have to pay the full price which is several hundred more in this case. Absolute con artists

I would give zero stars if that was possible. Do not use this company. I hired a van from Thetford branch to move house. I collected the van which was very shabby. I was not shown inside the van and my big mistake was not checking inside before I took the van away. When I got it home I was devastated to find the back swimming with water, the roof was leaking and the inside mouldy and wet. The tail lift didn’t work and much more. My wife tried to ring Thetford but they never answer the phone. Eventually she was answered by a customer service number. We asked for a van fit for purpose for moving to be delivered to our home within the hour. This never happened. Nor did we receive promised calls from area manager and Thetford manager. We were forced to buy plastic sheeting to encase the van as we had to move all our house contents that day. We rang and wrote to Enterprise numerously but we were never contacted. We never received an apology. In the end we went to company who act as mediators . They found in our favour and we finally got the cost of the hire refunded. However we are still out of pocket for the cost of the plastic sheeting. We were also paying someone to help move which cost more due to the delayed start and the fact the tail lift didn’t work. We also had some stuff ruined as it got wet in the van. They also recorded our mileage as double what we did so there is also some sort of fiddle going on there. This is the worst company I have ever dealt with and I can only warn - Do Not Use this Company.

I was happy with the car rental itself, but the penalty handling was extremely disappointing and painful.
I accidentally entered a bus lane in Manchester for a very short time. As a foreign visitor unfamiliar with the area, it was an honest mistake. I received an email about the penalty and immediately paid the £35 fee requested.
A few days later, Enterprise charged my card another £35. Charging £35 just to send an email or process a notification is excessive and unreasonable. I have effectively been charged twice for the same incident.
The rental experience was good, but this hidden administration fee left a very negative impression. I expect a refund and a proper explanation. I am going to use every possible complaint mechanism to receive what i deserve

The van I rented at Nottingham North on Nuthall Road was given to me with a faulty key. They handed me the van and said it was fine and worked. As I thought they were a respected company, I took their word for it.

I took the van and began driving, about half a mile down the road, I stalled it. "No big deal, just start the van again." I turn the key in the ignition, and the key snaps in the ignition and is stuck in there.

Nothing I could do but sit there and call people trying to figure out a solution. They send someone from the location on a short walk down the road because that's where I was stranded. They use the broken parts of key and somehow turn the key and get the van started. It's still broken, but the van is moving. I also cut my thumb open on the broken key when it snapped.

I take it back to their lot. They suggest I keep using the van with a broken key stuck in the ignition, which seemed dangerous, unsafe etc. I'm threatened with losing my deposit by the branch manager from a faulty key they gave me, and informed me it was faulty.

I left it and went to Europacar in Netherfield instead a week later and had a much better experience.

It took them two weeks and a official complaint for them to give me my £200 deposit back.

Do not use this service, they give crappy vans/cars, and the branch manager was inept, and encouraged unsafe driving.

Customer service very friendly and helpful.
However booked a manual standard SUV about 4 weeks prior to needing. On the day of collection of the car they could not find me a manual and gave me an automatic instead. What if I could not drive an automatic, I could and I did, but what if? Why offer manual if you do not have them.
Lots of little extras added on top of the rental price, it soon becomes expensive, they use the higher excess excuse if you do not take out extra cover, so really what can you do?
The car I received had a very small petrol gauge and no markings to say how much was in the tank, just one long line, with no half way or quarter marks. After returning the car I have noticed I have been charged an extra £1.66 for fuel service add-on, I have no idea what this is for, nor was it discussed. I returned the car with what looked like half a tank of petrol, and according to my check-in paperwork the tank was half full...
Even after booking well in advance, I was bombarded with messages, also received an early check in message to help speed up the process before collecting the car. However I also received a phone call asking information again prior to collecting the car and on the day of collection, had to wait in queue, with only one member of staff on reception. (which depending on area may differ?). Then go through the whole checking of licence, again. I also had to pay a £200 deposit, which is refunded once the car is returned, but this was never explained to me during the whole booking process.
Loved the car which was a Cupra Formentor, never seen or drive one before and got used to the automatic.
Overall it would be helpful if all the little extra add-ons are explained prior to booking and maybe less of the pre-check-ins check-ins. Bit of an overkill.

Enterprise in Swansea is a complete joke all of the branches .no body knows what they are doing. DO NOT RESERVE ANYTHING ON LINE because it will not be there. and it falls on you to sort it out. they take money when they DO NOT have vehicles. stay clear and use a reliable company.

Would definitely not recommend hiring from here, I was given a van which had a couple of problems with it so I returned with the van not even an hour later and they shrugged it off! When I did return the van the next day I was told the area manager would call me which she did and I was promised compensation for the problems but have received nothing at all! I have emailed numerous times with no response and even tried calling customer service to put in a complaint and was promised a manager would call me and guess what? Still no response!!
STAY CLEAR OF THIS COMPANY

Very helpful at the Buxton branch. Ollie was very helpful, pleasant and explained everything in simple terms so I could feel reassured. Thankfully I took his advice about repair and protect as I had a screw in the tyre when I returned the car. Had I not had this advice, I’d likely have had to replace the tyre at my own expense. Good to know about RAP and job well done.👍

Enterprise are a scam company and Discriminate against people who don't have a credit card.
I booked a car for Kerry Ireland and paid for it with a visa bank card including extra insurance and breakdown. I had a call from the office in Ireland saying they can't honour the booking as I don't have a credit card. This is discrimination. Now I'm having to wait for a refund probably with a £40 cancellation fee what a Scam!
Had I looked at the reviews I would not have used this company and will never use them again READ THESE REVIEWS PEOPLE AND TAKE IT SERIOUSLY THIS IS A SCAM COMPANY !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Please refrain from hiring from this company. I was overcharged for a protection I never asked for in my car hire. When I questioned this at the beginning and end of my hire it was ignored and you have to chase them after for any response. No promised call back from the local manager in Portsmouth and when I asked for the area manager to call guess what they haven’t responded.

Dreadful.
After renting a van for a day, I was charged for a tyre replacement. Having accepted that the van hadn't been thoroughly checked over by myself and the rep, I conceded and replaced the tyre. I'll be honest - I hadn't damaged the tyre, but I was tired and made peace with paying.

Subsequently, I had an additional £25 retained from the booking fee (I used around £4) and this is where the real measure of the company came to the fore. I chased this up and requested the refund , repeatedly in branch and even in customer services. Having been told constantly a manager would call me back, no such action was taken. I was actually told the payment had been processed by Ethan in branch but again I know when I'm being fobbed off. Essentially, I was fobbed off by customer services too when requesting a manager get involved. All over £25 which I appreciate isn't alot of money and makes me sound like a Karen. It's just the principle. If I'm going to accept the cost of a tyre that I could have dug my heels in on (given the rep didn't check the van when taking out) I just expected the company - a big company - to do the right thing.

Please to any one reading - do not use this company!

There were a couple of issues with the car and the telephone help line did not help at all, however the issue was addressed by Lewis the manager (Scarborough branch) to my satisfaction. When things don’t go to plan, you need a high level of customer service to make you go back and rent from them again. That was what I received and it was appreciated.

Scammed out of getting insurance. Was told each bit of damage was £2000 for me to pay. Nail in tyre, chip in windscreen £4000. Or I could pay £25/day insurance.
Took the insurance, turns out was just explained in a way to scare people, you actually get what’s left of the £2000 back once they pay for the repair. Scam how they tell people about that.

I absolutely hate dealing with Enterprise. There never seems to be a clear or consistent explanation regarding fees, additional charges or hidden costs, and the answers vary depending on who you speak to. The whole process feels highly unprofessional and overly sales- or commission-driven.

Excellent customer service from
Start to finish. I highly recommend

Delivered the car with numerous body scuffs which I was told does not count as damage as they only consider body dents as damage. When they collected vehicle they claimed a small damage to the tyre was caused by me but could not prove it was there when they delivered as they took no pictures on delivery. TOTALLY UNTRUSTWORTHY! AVOID!!

I wanted an easy hire of a van, this Doncaster Kelham Street branch did not make it easy.
The van was two hours late than the time I had booked it for, it had 599 miles showing before the ad blue ran out leaving me to top it up, there was also an engine fault illuminating on the dashboard.
I spoke to the branch who said the van has been returned several times and the car dealer branch could do nothing, they didn’t have a different van available until the the following evening so o had to keep it.
On returning the van, I left a car phone holder in the van, I have telephoned twice to enquire in the past week but they said the van has gone out and didn’t call me to let me know like they said they would.
Not the easiest experience at this branch when you are busy working.
I would expect the phone holder not to be returned but not getting return follow up calls to address this is showing a careless,unprofessional attitude.
I may try elsewhere when in need of a van in the future.

Some of the reviews on here are not very good, however I can honestly say that every single time (and I have a car on average once a week) that the customer service and standard of vehicles is excellent. Every person that I have dealt with is smart, polite, informative and I feel looked after, which is so often missing in today's world. I've mentioned one of their colleagues "Paul" in the past for his exceptional customer service as he never fails to deliver. I always recieve a vehicle that is clean and many times upgraded from what I've ordered. So, thank you to everyone at the Salisbury branch and I hope that anyone else recieving the great care that I get will put their thoughts on here so that it can balance up the reviews.

Absolutely fantastic I went to the one on queens Road all of the staff were friendly and helpful sam looked after me showed me the car explained everything and said if I needed anything to phone he was very helpful 10 out of 10. Then when I took the car back Oliver was amazing too I will definitely be going back if I need to hire a car. The car was immaculate and had a full tank of petrol