Enterprise Reviews 

Birtley branch Gateshead. Initially attended to by a very well presented and knowledgeable lad called Syeed. All the staff in the office were very friendly. The Mercedes E class was faultless and no issues at all. Thank you.

Very bad service in taunton branch i did book the van but I have a call 7 o'clock morning it's not available I try to call back many times but no one is answering many people is complaining about taunton branch manager he's Arrogant ,it's not good for business to have a manager like that !!!!!!

I needed to hire a van so I pop in to the Truro branch to book it but after taking my details they said I would need to pay with a credit card even though I have rented a car and vans from them at least 6 times in the past 10 years. I said that I wouldn't be getting a credit card just to rent a van from them and said I would get one from elsewhere. I called the head office to ask why they were demanding a credit card and the lady said she didn't know and then she said she would book a van for me. A couple of days later I had a phone call from them saying that I would still need a credit card to pay for the van so I said don't bother. I then received for texts and tow emails saying that my van will be ready for collection from midday. I then received a phone call on the morning I wanted the van saying that they only have a box van with a tailgate available. What a complete waste of time.

I picked up a Volvo XC90 from the Kingston upon Thames branch. The guy there walked round to the driver's side and opened the door. I walked around the car but could not look at the driver's side as he was standing there. He told me there was a 1/4 tank of fuel as well. I jumped in and then drove off, only to see the red light come on with 40 miles left in the tank!!!!!. I drove 6 miles home and parked it on my bay. THATS when it started to go wrong. Was off to Cornwall in the morning at 5am so when we started to load the car. I noticed then that it was pretty dirty and then found items on the back seat from the previous people. THEN I noticed a scratch on the lower part of the bumper, Which I didn't see due to now able to get round there. I took a picture and then waited until 9am and the called the office. I explained to the guy that I had just noticed a scratch on the bumper and pointed out that, as the car was dirty, they may not have picked it up[. the guy said to me(take a picture) and enjoy the car, and we'll sort it out on your return. I thought great and then drove off to Cornwall. On my return i pointed out to the lady at the Earlsfield branch the scratch and told her about the state of the car when I got it. she also took a photo of the items left on the back seat. a couple of days later I get an email saying that the damage was due and that I had to pay £760. Fuming, I called the branch and he said to me, (we'll you signed to say you looked around the car and pointed out no damage so it's down to yourself!!)
I then get another email from the damage recovery asking for the bill to be paid. (19) emails later and talking to an expert, I had to concede and pay the bill which left a bitter taste in my mouth as this was not caused be me. I have always gone to Enterprise at least twice a year. BUT NO MORE
I feel totally let down by the branch KINGSTON and the treatment I got from them. I have tried to call the manager 3 times and left messages with other staff to call me but no call yet.

Can I say that there are lots of alternative to Enterprise and I would strongly recommend trying them out first

Absolutely appalling experience with Enterprise Car Hire.
I booked a car, payment was taken from my account, and I received untold confirmations of my booking. plus at 7.18am on the day I should have collected car I received another email confirmation to do online check in to speed up my booking when I arrived to their Tower Bridge site.
Despite this, I was then called at 7:30am on the morning of the hire. The person actually started the call by asking me how my day was going, only to then tell me they had no car available for me!
I asked about my money, considering Enterprise had already taken payment for a vehicle they apparently didn’t have. I was told the funds would be released, but that I would have to wait for the money to come back into my account. I was also told I could call another branch myself to try to find a car.
I contacted Customer Services, who checked their system and found another vehicle – but it was around TWICE THE PRICE of my original booking.
My son then tried to help and made another booking. Once again, we received an email confirmation. I then travelled to the Bow branch, only to be told, “Oh, you’ve only just booked,” and that they had no cars either! Except 1 7 seater car for over £500.
Enterprise’s system was happy to:
Take my first booking payment
Send me untold booking confirmations
Allow another booking to be made
Send yet another confirmation
…but apparently couldn’t actually provide the cars being booked!
What is the point of a confirmed reservation if you can arrive or be contacted on the day and simply be told there is no vehicle?
The whole experience caused unnecessary stress, inconvenience and wasted time. To make matters worse, I am STILL waiting for my refund for a car Enterprise never provided.
If a vehicle is not available, customers should not be allowed to book, receive confirmation and have money taken from their account. And if Enterprise cannot honour a confirmed booking, I certainly don’t think the customer should then be expected to pay double the price for an alternative.
Disgraceful customer service and a completely unreliable booking system. Based on my experience, I would not recommend Enterprise and will not be using them again

Another bad experience today hiring from Enterprise. Long queue, not enough staff on the desk, chaotic management of departures and returns, staff on the desk leaving to allocate vehicles to customers rather than that being someone else's job, primitive IT systems and so on. Over 40 minutes to pickup a booked vehicle.

Contrast this with a recent experience hiring a car in Portugal. Room of self service terminals so no queue, one member of staff handling any questions customers had, fully automated process, pickup your car key from a locker that pops open with your phone, location of vehicle in car park shown on your phone. End to end time for hiring a car, maybe five minutes, probably less

Using technology to save time and reduce friction for customers is not rocket science, is not magic but does require some vision and creativity!

Nasty Scam Alert -- Be Advised --
Took out a rental car with VIP CARS who acted as a broker with Enterprise. Got what I thought was a good deal compared to most. Think again. Went to Enterprise Harlow front desk early with my wife, was debited the amount VIP CARS gave and 200 deposit plus tax.... 316.... They said all done, 20 minutes to wash the car. On return I was taken outside by another person. happy polite. Showed the car off, zero damaged, full tank he said, then had me sign, saying legal coverage in case I speed, talked about added insurance waiver, saying its normally 18 a day but its only asking for 30 odd pounds over a few days. I took it up, signed thinking that was it and left..... SCAM ALERT What I was not told at the counter or during handover of what I was signing was also ADDED RENTAL CHARGES. PAYING FOR TIME AND DISTANCE, ALSO EXTRAS, only I had no extras and paid to rent at the counter. Its not debited that day either, just in case you check. Total a hidden 155.88 after handing it back. And so you will never know until the next day on Sunday when their closed in my case, VIP CARS also just ignores you. BEING MISSINFORMED ON WHAT YOUR SIGNING. DRIP CHARGING. DOUBLE CHARGES. UNFAIR CONTRACT TERMS. YOU THINK ITS GOOD BECUASE NOTHING IS SPECIFIED AT THE COUNTER WITH YOUR CARD. YOU THINK YOUR SIGNING FOR RESPONSIBILITY OF THE CAR DAMAGE. OH NO BEST CHECK IF YOUR NOT BEING TOLD EVERYTHING.

Don't even think about renting from Enterprise; they'll find a scratch—or whatever else is needed—to stick you with the bill.

James at Enterprise Crawley was the best today. Made it really easy to return my car today (on a Sunday) and offered the best comms. Great service 👍

From the moment we arrived at the Enterprise desk in the arrivals hall at Belfast International Airport to pick up a hire car, to dropping off the car at the end of the holiday, we experienced excellent customer service. In the Arrivals Hall we were greeted by Manus who was friendly, helpful and professional, and who answered all of our queries efficiently. When we went out to the pick up point, Connor made sure we were happy with the car we had been allocated, and was keen to make the whole process as easy as possible for us. The car was spotlessly clean. Connor was also friendly, helpful and professional.
He was easily contactable part way through our holiday when we wanted to add an additional driver to the booking. I would highly recommend Enterprise, and would have no hesitation in using them again.

I am a frequent traveller and hire cars (>100 times in the last decade) this beach has been my worst experience in that period. I called the central line to complain. They stated that they would escalate the complaint but did nothing to remediate the situation.

I had a hired car from paisley for 2weeks as my own car was being repaired at parks East Kilbride.when my car was ready for collection from the garage Enterprise arranged for me to leave the hired car at East Kilbride.The staff at paisley were so very helpful and friendly I would like to thank everyone at the depot for their help. James

I rented from Enterprise twice while my own car was being repaired. The branch staff were friendly and helpful, and both cars were modern, clean and well presented. I had no concerns at all with the rentals themselves.

However, after someone crashed into me while I was driving one of the hire cars, the claims process was unclear and unnecessarily frustrating. Additional funds were taken from my card, including a £100 excess, without a clear explanation of why it was taken, or how it would be returned.

Contacting the Damage Recovery Unit was difficult, and I was left to work out for myself who I needed to contact and what the various third parties involved in the claim were responsible for. This was particularly disappointing as it was quickly established that the accident was not my fault.

Enterprise should provide clearer information from the outset and assign a named claims handler to support customers through the process and provide continuity. The practical rental experience was good, but the support following an accident fell well below the standard I expected. I would recommend that Enterprise move all their claims handling in-house so that there is far less confusion.

I hade a car booking confirmation is 764051844.
I booked it 13.04.2026 through Booking. In the confirmation email from Booking I had a checklist and there was nothing about flight tickets as I am a local citizen. The day before the car collection date, I received a letter from the Enterprise company. It indicated that I must have a return ticket. I was surprised to find out about this half a year later. I called the airport team that same day and was told that for local residents a credit card and a driver's license were required. When I came today to Airport Enterprise car rental company they refuse me and didn't help because I booked car through Booking.
Due to the fact that the money for the reservation was with Booking, Enterprise could not help me in any way. Although I don't see any logic in where I should rent a car with a ticket or not.
Very disappointed. Another car rental stuff suggested me don't use Booking and Enterprise anymore.
They ruined my holiday

Bad service. Staff also very rude speaking..

Avoid renting from Enterprise unless you want to spend weeks chasing unreleased refunds and disputing manufactured charges.

My recent experience highlights a clear internal pattern where accountability falls entirely on the customer while the company holds onto your money indefinitely:

Defective Vehicles & Unprocessed Refunds: I hired an electric van that was delivered with a broken charging port lock, making it impossible to charge. I returned the vehicle immediately after driving just 5 miles. Branch management explicitly acknowledged the fault and promised a full refund. Weeks later, after endless unfulfilled promises from branch staff and phone support ("it will be done by the end of the day"), no refund was ever processed. I was forced to initiate a bank chargeback to recover my money.

Phantom Charges & Fee Generation: To make matters worse, on a separate occasion I was charged for fuel despite returning the vehicle at the exact same fuel level I received it.

It feels like a systematic culture designed to invent minor issues, hit customers with unjustified charges, and then drag out the dispute process until you simply give up.

Their front-line support staff give placeholder promises to clear call queues, and their email contact routes bounce. Save yourself the stress and take your business to a company that respects its customers and handles transactions honestly.

Travelled to Monmouth to find vehicle booked not waiting for collection, smaller van sitting, without explanation. No attempt to call us or email to avoid journey. Worse still, no conversation that vehicle waiting wasn't one booked!
Refunded without any communication, no apology.

I was a regular enterprise customer, until I recently arrived at Heathrow for my pre-paid reservation — only to be denied my rental car because apparently I (erroneously) failed a their new address checking system! They would not accept any evidence to the contrary, just if “computer says no” there’s no reason given or no way to overturn it. Irritated I walked next door to Europcar and rented a vehicle without any problems. Really bizarre and unexplainable turn of events. They didn’t refund the ~£800 they still owe me either, now a month on. My advice is to avoid them at all costs!

Rented a van and they provided the wrong size which had damage to a wing mirror which was listed on the paperwork from Paisley branch.
When dropping off at Ashton branch they claimed this was new damage, despite me pointing out the damage was already listed on the contract paperwork they were dismissive and proceeded to liable a new claim against me for over £2200 and retained me £200 hold on my account. This was for a £50 mirror cap cover.

Contacted Paisley branch multiple times who were of no help until I phone them stating I was on route to resolve the matter, on the way I obtained CCTV from nearby to the branch to prove my case. On arrival at eventually got the claim cancelled and filed a complaint.

Customer service was abysmal. Ignored for weeks upon weeks from branch staff, branch management, area manager, regional manager, every one of them not acknowledging my various complaints about their malpractice of making duplicate claims or existing damage.
Central customer service were reasonable in acknowledging but made no attempt to resolve by simply my following on the complaint to all various levels.

A lot of unnecessary undue stress and wasted time and my complaint never reached a conclusion.
Customer treatment was disgusting, been a customer for many years but never again.

The first car had a mechanical fault, the secind they dropped off was disgusting….