Enterprise Reviews 

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….

Don’t waste your time with this company…. Called the Welwyn Garden City branch and phone just rang for 37 mins and no answer….was ment to have car via LV insurance though Enterprise but no contact from Enterprise and they DONT answer the phone when you try and find out what’s is going on !!!!! Avoid at all costs

We hired a vehicle on the 28th July and dropped it off on time. They are now claiming that not only did we not drop it off on time, but kept it for an EXTRA THREE DAYS, which is simply a pack of lies. They also took the deposit payment from us twice.

Avoid x 1 million

We booked and paid £690 for a 9-seater vehicle nearly three months in advance for a family holiday. Just a few hours before collection, Enterprise Basildon informed us that our vehicle had not been returned by the previous customer and no suitable replacement was available. Communication was poor, promised emails never arrived, and we had to visit the branch in person to get updates.

Although a replacement vehicle was eventually sourced from another branch, we did not receive it until around 7pm, four hours after the scheduled collection time. This caused significant disruption to our holiday, including missing a planned family dinner and arriving at our destination after 11pm. Two young children and two elderly grandparents were affected by the delay.

Most disappointing was the lack of ownership or customer care shown throughout. Despite the inconvenience, no apology, compensation, or meaningful acknowledgment was offered. For a booking made months in advance, the service fell well below expectations.

So upon returning my van to the depot and being told said depot, there was no damage, and the depot where I picked it up from that there was no damage.I had a full refund of my deposit all was good. Then, two weeks later, I received an email saying that I owed £250 for damages to the van, not being shown or even being told what damage.
Got in contact with them and was told nothing to worry about thay will get in touch with the branch and this would be sorted only for two weeks later to have a threatening email come through saying that they're going to be taken the money regardless, because I haven't been in communication with them.

Very disappointing experience with (Kings Cross)Enterprise's Damage Recovery Unit (Claim# 80115350). I photographed pre-existing wheel/tyre damage the moment I got home from pickup — the metadata proves it was taken about 42 minutes after leaving the branch, during rush hour, with no stops. Enterprise rejected the claim anyway, citing a photo time of "19:43" — but that's actually the timestamp of a separate video I was asked to record later, after I'd already sent the photos. They're comparing the wrong file and refusing to correct it despite being shown the metadata. They also ignored that the pickup car park was too dark and cramped to inspect properly, and ignored my medical condition (vestibular migraine/vertigo) that prevents me from bending down to check low areas of a vehicle. To top it off, when I reported the damage the next morning, staff joked about me "splitting the tyre," and a week later, on returning a different rental, joked again about hoping I "hadn't burst those tyres too." Not appropriate for a paying, loyal corporate customer. Charged me despite always paying for excess protection. I haven't rented from them in two months and don't plan to again.

Expensive to hire lots of extras they don’t mention when you pre book it .The car wasn’t ready at the pre booked time. It was dirty and unsafe. Tyre low pressure warning light continually on. Rear hatch back and passenger door warning light flickers on and off. Paid good money for a car that should be perfect not a bag of nails.

Absolute Diagracefull Company.
Enterprise Rent a Car’s ‘customer Service’ an absolute shambles…
And worse still, the Earlsfield Branch in London. I wouldn’t even give them any stars.

Cut a long story shorter, Enterprise Customer service failed to respond to any emails for 6 weeks to the contact emails they have or your given for customer Service. When you call, they are understanding and say someone from the branch will call. No one does and it was 6 weeks till that the branch contacted me and then i needed to repeat everything 3 times and then after all this further hassling, they come back and offer you 20% discount off your next rental.
Whhooooppeeee ! They really care !!!!

After booking 2 weeks in advance as it was so important I had a Luton van at 8am on the Monday. I get a voicemail at 4pm Sunday saying I have no van and they will try and get me one around 10am. They will try ! The issue is - I had a timed collection at Chelsea Royal Hospital at 10am and security based I can only be there at that time. Collecting at 8am from that branch would have gave me ample Time for a 45 minute drive in traffic.
I’m now seriously Panicking as it’s Sunday night. They leave this message and it’s like Tough on you. They don’t allow you to call them back as there shut and they make no way for you to speak with them to ask what your options are. Bang out of order.
5 hours on a Sunday night I’m running round Crawley and Gatwick asking friends and friends of friends if they know anyone who can help. I do eventually get help and to the rescue was Gatwick Car and Van Rental. 10/10 Brilliant. 9pm Sunday night someone contacts me and says a van wil be ready from 7am For me. They also stated if they leave a message like that they will be contactable as the rental may be so important and if so, they could look at asking over renters if they don’t mind a later pick up. Or they would also give me other options. Enterprise Did Nothing !!!
Imagine 5 hours of your Sunday evening running around in a panick.
6 weeks of 15 emails to so many departments and phone calls. 20% off your next rental. Please, is that an Insult or What. The adverts are all lies, Enterprise Do not Care and the Earlsfield Branch is an Utter Uterr Disgrace and never to be relied on. They will palm you off and ignore all your calls for help or why.
6 weeks. 20 percent off !!!!
Absolute Insult

My case with Enterprise is still ongoing, but the experience so far has been incredibly frustrating. I have been overcharged a toll violation that happened before I even hired the vehicle. Despite providing clear evidence, I received responses that completely overlooked the facts.

I have had to chase Enterprise to review my evidence and called the local branch. They immediately confirmed the error, acknowledging that the date of the violation was before I had the vehicle.

They have charged my account and still have my money. Senior Management have stepped in and assured me I would receive an update within 48 hours, it has now been a full week and I am still waiting. This ongoing delay has added even more frustration to an already stressful situation for me and my young family.

I sincerely hope Enterprise improve their internal checks, communication, and escalation processes to prevent other customers from experiencing similar issues.

Really poor company!

Picked up a van from Colchester 28th July very friendly and professional. Visited friends and family until Sunday 2nd August then drove to Sheffield. Decided rather than get the train I hoped to extend my hire. So Monday 3rd Sheffield office said no probs and for the price of a train ticket I kept the van till Wed 5th . Returned to Perth all 3 offices were friendly and helpful. I personally would recommend Enterprise .

I recently rented a van from the Cheadle branch as i needed to do a 440 mile round trip. I told the assistant what i was going to use the van for, he never realised the distress and hassle that giving me an empty tank would cause. I dont think they have the brains to be honest. It had 15 miles left in the tank, he also told me to just return it empty. I filled the tank up at the local fuel station and i realised that this situation meant that, they would get free fuel from me.

If there was 1/4 of a tank left that then gives me something to play with and i could just fill it to the 1/4 tank mark before returning it. When its empty i have to put in the exact amount of fuel, otherwise im giving them free fuel. It was impossible to avoid giving then free fuel. When i got back i demanded a £13 refund to compensate me for the extra fuel i had left in the tank. What a rip off this is.

Giving you a vehicle with an empty tank should get this guy sacked. This shows they dont actually care about the customer and it is appalling. Sack the branch manager too. What a vile culture they promote as a business model.

If I could give zero stars I would. We made a booking with the Bedford branch back in January for a trip in July. We made the booking by telephone and we informed Enterprise that the lead driver was not a UK resident and the car would be going to France. We were informed that this would not be a problem.
We visited the branch in April to confirm the booking and reiterated the same information (non-UK resident and car going abroad). We were told by the member of staff we spoke to that this would not be an issue.
Four days before the booking we rang the branch to ask if we could get the car registration (so we could update our ferry crossing booking). Again we informed them of the non-UK/going abroad details. We were told this would not be a problem. Later in the day the branch manager rang us back and informed us that this would not be possible and could not release the car to us!
We went into the branch to speak to the manager who confirmed that because the lead driver was not a UK resident we would not be permitted to take the car to France.
I have no objection to company policies but Enterprise had not one, not two but three opportunities to inform of this fact and instead waited until the last minute, four days before the start of the school holidays to tell us this. The manager informed us that we could have the reserved vehicle if the booking was changed to one of our group's other drivers (UK resident) but this would then have meant contacting our car insurance company to have an additional driver temporarily added to our policy. Instead we went to Longmarsh (local legend and very helpful staff) who were able to arrange a car for us.
Not informing us of the relevant information demonstrates inadequate dissemination of company policy by managers to other members of staff. Disgraceful service.

I hate it they gave us a shit car that’s Way to Down and un comfy my mum couldnt drive it and an actident could happen and there way to slow i dont recomend coming here

At the Springburn branch. I was promised reimbursement for EV charging costs after being provided with a vehicle that had a very low battery charge. The branch manager acknowledged the issue, apologised, and advised me to email the receipts, assuring me that the costs would be reimbursed.

Since then, I've had to chase repeatedly. I received one reply from Gary, but after that my emails have gone unanswered. It's now been almost a month, and despite multiple follow-ups, I've still not received the reimbursement I was promised.

It's disappointing because the issue itself could have been resolved easily. Instead, the lack of communication and failure to honour what was agreed has left me with a very poor impression of the customer service. I hope Enterprise improves the way it handles customer complaints and follows through on commitments.

I won't be using Enterprise again if this is how customers are treated after a problem has been acknowledged.

​I booked a van with Enterprise to move home after being explicitly assured over the phone that everything was confirmed and ready to go. On my actual move-in day, I arrived at the branch only to be told they couldn't give me the vehicle I booked. The only alternative offered was a tiny van, completely unsuitable for moving house, with no partial refund or price adjustment for the downgrade.
​I was left with no choice but to hire a second van elsewhere at short notice, leaving me significantly out of pocket on an already stressful day.
​I immediately phoned to request a full refund and log a formal complaint about the branch's service. Over a week later, I had received zero contact from Enterprise and no refund. When I called today to chase it up, I was informed that literally nothing had been done with my complaint or refund request so far.
​While the telephone support staff have been polite, the branch itself was rude, and the overall management is terrible. I am currently out of pocket for both the unprovided van and the emergency replacement I had to source, with Enterprise showing complete indifference and forcing me to chase them at every step. Avoid.

Up until today my experience with enterprise had been fantastic, from booking & picking up the car & driving off not a problem!
Had a missed call today from the Knotty Ash site, so I called them back to check everything was still okay as we still aren’t supposed to return the car until tomorrow over 24 hours away!
Got through to office for them to answer the phone & carry on their own conversations to then put me back on hold without a simple hello! Then on hold until that even gave up & buttoned me!
Obviously I called straight back to ask why I had been answered ignored & put on hold. To be advised there were customers in the store, to which I replied oh so you only acknowledge your store customers & not your customers on the phone then.
After the pitiful excuse & apology I asked why I was even called in the first place. For the staff member to then ask me if I was bringing the car back today or did I want to extend it? To which I clearly stated why would I do that when we have it rented until tomorrow afternoon!

Do you only check your systems when you’re taking the initial booking? Then once booked you’ll just ring customers up to get more money even though they already paid?
Re training comes to mind.

I rented a car last month from the Salamander Street, Edinburgh branch, and Carri looked after me. Yesterday, I called to make another booking because I only wanted to deal with her.
I joked, "You probably won't remember me," but she remembered me straight away. We had a laugh on the phone, and she made my reservation with her usual friendly, helpful manner.
Carri is absolutely amazing at her job. She goes above and beyond to make customers feel valued, and her positive attitude is infectious. Because of the excellent service she provides, I wouldn't go anywhere else or trust anyone else with my booking.
Thank you, Carri. You have one extremely happy and loyal customer

Cambridge,Cottenham Branch… I would just to say a Big Thank You to Emily who was absolutely brilliant from the day she picked me up from home she was very polite,helpful and very professional at her job.. I took the car back to the branch,and she still remembered my injuries I had a few weeks ago,and asked how was getting on with my recovery and my back etc…Further more she went that extra mile for me and drop me off at work…She is a credit to your company for sure… I would definitely use her again and will be telling other people about Emily at Enterprise Car Rental at Cottenham…