Enterprise Reviews 

Recently hired a Luton van from the Stirling branch to assist in a house move. The night before collection I was told the van was returned with a fault and needed to go to the garage for a repair so would not be available until 11am and they would phone me. 11am comes and no call so I ring, only to be told it's still in the garage and they will have a different one available for me at 1pm. I said I'd like a refund based on me losing half a day. I was told no problem, we will sort that when I come in. Arrive for collection and join the queue, only to see 2 members mocking a customer when she wasn't looking. Excellent. Get to the desk and go through the process. Mention the refund, and get told it will be processed when I return the van. 4 days later, I return the van and I am told I won't get my deposit back because they have found a small slice in the side wall of the tyre. I asked how do they know it wasn't there before and I was told "due to the dangerous nature of damage like this, and the health and safety implications, it is not something that can be repaired and it must be replaced. Also, how technicians go through a rigorous and thorough inspection process to check for this type of damage. Fortunately for me, I had taken photos when I collected the van, and found the same damage on the wheel before I picked it up, proving that they had a) not done their rigorous and thorough inspections and b) hired me out a vehicle that was not road worthy and exceptionally dangers to drive, their words, not mine. I have gone through the complaints process/team and have heard nothing in over a fortnight. Oh and still no refund for the original collection delay. Waste of space of a company.

Would not recommend to anyone hiring from Enterprise. After returning the vehicle, I was accused of damage that I dispute as no proof it wasn’t there before and rude manager moved the vechile before a joint inspection and then told me of the damage!. Despite being told on Monday the ‘repair charge’ would not be taken from my bank account until the matter had been investigated, the money was still taken without any update or the promised callback. My insurance company is now disputing the claim. Very disgusting customer service and communication. Wouldn’t recommend to a fly

Unauthorised charges for refuelling. Promised twice now for a refund as their error but still nothing. Branch manager even confirmed it was done, but 3 weeks later still nothing. Personally I would avoid after crap like this.

I have had 2+ of years a decent experience with ERC, but in past 5 months, with the kind of experiences I have had, I honestly feel this is end of the line for me (just became a silver tier member lol).

So it started with a 7 seater SUV booking that I had, which they switched to a van. When the staff confirmed that they had no other option, I had to accept a van in exchange of the SUV. And things got dire from there. The car's assisted cruise had major issues (brakes to halt (not even slow down) suddenly if a vehicle passes you on the left and right. Upon informing the branch at time of return, they said they couldn't do anything. It was my mistake that I didn't push harder on it but to everyone out there, ANYONE GETTING A VOLKSWAGEN MULTIVAN FROM HERE, BEWARE!! its a FAULTY car could endanger you.

Then came my most recent rental experience with them, the most maddening experience you could have from a global firm. I got a MAZDA intermediate SUV from them, which at first glance looked like they just brought it from a workshop (all 4 tires glued, grease on the car). Within the first 2 hours, I got 2 warning lights in the car (Check Oil and BSM Malfunction light). I was 100+ miles away from the branch at this point, so imagined calling them would help. No responses at all after 10+ calls. Upon contacting customer care, they said either I could call AA or could visit a nearby branch from my location. Decided to visit the Chester branch, they cleared all the errors and handed the back to me saying there is nothing else that they can do. And at this point, it has been 2 hours already since these issues, no response from the branch. Disappointed with this, had no choice but to take the car again, and then things started happening. I haven't seen errors like this in any car I have driven so far. I had to literally stop at one point to see if the car was burning up. At this point, we understood there was no point continuing with this as even if AA came to pick the car, they would just leave us stranded. So we cancelled our engagements and headed back to the hotel.

While returning the car, I asked the manager as to why they don't pickup calls and he had the lamest excuses. This is when I realised the branch had gone to the dumps.

To anyone, if you want to rent a car from Rotherham branch, please do it at your own risk. The branch won't help you. Other branches won't help you because it is not their car and eventually you will just end up calling AA, leaving you stranded without a car.

Enterprises booking website accepted a booking at our local branch, only to be called by the branch an hour later advising they would have to cancel due to lack of availability. This is such poor service, really disappointing! Bet it takes them longer than one hour to issue our refund...

Was given a hire car by the insurance company. It wasn't clean and stunk inside. But it was only for a week.
What really urked me was when I handed the car back, I sat in reception waiting for my car to be checked. A guy on the phone was talking to a lady that had handed her car back. He claimed that there was a tear in a tyre. She pushed back, he said he needed to charge £2500 to her card and would refund any excess once kwik fit had changed the tyre. He then put her on hold and spoke to his manager saying the lady had pictures of the tyres taken open rental. The manager replied, charge the card now before she can freeze her card. Remember, sell, sell, sell, sell.
What a terrible company to incentivise their staff like that. Shame on all of you.

I’ve hired 2 vans this week to move house.
First one from Liverpool, the Ad-blue warning light came on just after I left the depot.
Second van from St Helens, the oil warning light came on, not sure what that says about vans being checked after they have been out on the previous hire.
For the second van, I ordered a Luton but the depot rang me to say that wasn’t available, why did the website allow me to order in that case?? Probably to ensure they don’t lose the sale. IMO, issues back of office, however, customer service on both occasions was first class, apologies to the guys in Liverpool, I didn’t get any names but hats off to Tom at St Helens. Thx guys.

Needed to rent a van for a flat clearance. Hired a 3.5tonne van from the Truro branch and paid extra to bring any excess down in the event of an accident. Was shown around the vehicle and small areas of damage pointed out. Was told what would constitute a claim. Not normally being a van driver, I did not think to look up when checking the vehicle and drove away. I only travelled on proper roads, had no need to go down narrow roads and didn't experience any tight spaces, high or low.
When I returned the van the assistant came out to check, starting on the right side of the van and working his way around it. He did not look up towards the roof as he carried on around the back, down the nearside and to the front. At this point he then looked up directly to an area of damage just below the roof line which consisted of two dents and some scratches. The bare metal showing appeared to be weather worn and this looked like old damage. He stated he would have to check his system to see if this had previously been recorded and I was unconcerned at this time as I knew It had not been caused whilst I had the vehicle. After what seemed an age he came back to me and stated I would have to pay a £250 excess for the damage. When I complained, his manager, who said it was his first day, came to look. I pointed out the damage was clearly old but he stated he wasn't a body work expert and he thought it was new. When I suggested getting someone from a body shop nearby to look, this was refused.
I have ended up paying £250 so that someone who didn't check the van the last time it was returned could save face, or even their job.
The funny thing is, I was assured they check the vans thoroughly when they are returned but I found an empty can in the loading bay area of the van when I had it. Clearly their idea of thorough and mine are very different.
If you have to hire from them, do not trust them and go over every inch of the vehicle inside and out, taking time and date stamped pictures, before driving off.
Personally I will never use them again!

Great customer service at Sunderland branch staff are amazing friendly and very helpful Dan the number one star keep me on the road all queries answered within a timely manner would highly recommend this branch to anyone very approachable 100% customer satisfaction

If I good give this company 0 stars I would had an accident and they closed the credit hire claim have made it very difficult I’m left without a vehicle an accident management company booked me a vehicle and they delayed and they have closed it down avoid enterprise as they will leave you with nothing but on hold and disappointment very poor service from such a large company

My experience with Enterprise has been extremely disappointing.

I collected a van with half a tank of diesel and was clearly instructed to return it with the same fuel level. I did exactly that, yet after returning the vehicle, Enterprise charged my card for an additional 8 litres of diesel.

When I contacted customer service, I expected them to explain how they concluded that extra fuel was required. Instead, I was simply told that the charge was correct, without any meaningful explanation or evidence to support it.

To make matters worse, although I was eventually sent an invoice showing the charge for the 8 litres of diesel, there was still an additional amount debited from my card that was not accounted for on the invoice. When I queried this unexplained charge, I still did not receive a clear explanation.

It is unacceptable for a company to take money from a customer’s card and then fail to fully explain or justify every charge. Customers deserve transparency, accurate billing, and proper customer service when they raise legitimate concerns.

Based on my experience, I would advise anyone renting from Enterprise to carefully check their invoices and bank statements after returning a vehicle, and to question any charges that are not fully explained.

I had an accident with the car, covered by my insurance. They want me to pay them the 8 days they couldn't rent a car to another person because it was at the workshop. That's not only utterly absurde, they also refuse to give me any explanations on how they have used my insurance, radio silence on their side. Lots of hidden costs. Avoid if you can.

Hired a van from the Birkenhead site on the 03/07/2026 cost me £59 for the day went again today 23/07/2026 same van £138 absolute rip off never again will we be using them they said it’s supply and demand stay clear . Thanks John

Booked to take out a vehicle to travel to a business meeting.

Phoned at 6pm on the eve of this meeting to be told the vehicle was no longer available that was frustrating and tough as I ment a loss of contract

Not only this it’s now been 10days and still no apology or refund totally unacceptable I want to get this out there so other aren’t conned by this company

Booking and paying for hire a car online does not actually guarantee there are any cars avaialble when you turn up.
Chingford customer service consists of people waving their arms and saying "What do you want us to do about it if there are no cars?".
Lastly after all of this wonderful service from Enterprise, It will take 5 - 10 business days to get a refund. Would give zero stars if it were possible.
Avoid at all costs.

Hired a car from Coventry for holiday travel ending with a drop off in Birkenhead a few days later. For the first time ever renting a car, the tank wasn’t full - just one quarter full - at pick up. After a day of driving we filled the tank for the rest of the trip. We had no way of knowing how much fuel we’d use at that point. By the time we reached Birkenhead the tank was still half full - a quarter of a tank more than we’d started with. I asked for a refund on the excess fuel but was told it was my fault for “overfilling” the tank and the policy was not to provide refunds. I asked if I would have been charged if I’d returned the car with less fuel than I’d started with and of course the answer was yes. This feels like a scam on the part of Enterprise. They must be making a fortune in fuel costs from customers in the same position as us.

absolute joke, reserved a van 3 week prior to our trip. when picking the van up was told we could not take it to france even though when booking the van told them 5 times its for a european trip. customer service agent sound like they was stoned out there head and was as much help and an ashtray on a motorcycle.

For the second year running a car I ordered over a month in advance is not available at the time arranged. (On its way from Glasgow) At least this time it (may) arrive on the correct day. Last year it was a day late! Still waiting after a promised 15 minute delay- now half an hour. Also awaiting a final offer of a discount on the petrol in the car.

This is the 2nd time using this Company to rent a car in France. The 1st time it took them over 3 weeks to return the deposit and this time im at the 3 week mark and have had to log 2 complaints in an attempt to get my money back. They keep lying saying its been returned but the bank are advising they are lying. I will now go to my bank to get this money back- DO NOT USE THEM if you want your deposit returned.