Enterprise Reviews 

Staff not in office and left it unlocked. Car was filthy inside and out. Snot on steèring and windscreen. No spare tyre or telp inflation kit. Stuff left in glovebox. Took car back early and it wasn't booked back in u till following day. So in theory I was still liable even though it had been handed back. Complained to customer services but got nowhere. Reminded them and never got anywhere. Told to wait another two days for a response. Nothing. Total waste of time and a once good company is going down the pan with couldn't care less attitude.AVOID

I’m sorry the staff that work arranging car hire are amazing…
The company policy is rubbish
I was told I would have to pay any parking fine I incurred…I was a novice electric vehicle user and because the faster charge wasn’t available at my local supermarket I stayed too long… my crime £40 fine.. which is shit when you are using a crap charger Tescos up your game!! But the insult was enterprise charged me £35 to commit me for the crime ( robbing B—-starts) be very conscious they will take any means to make money….
I will not use them again

I cant believe how horrible this company is.

Stealing off of customers under the false claims.
Telling customers absolute rubbish and claiming the charges they are adding are deposit charges. Telling customers they will get the money back!!

When infact they are excess protection packages they are adding to bookings!! charges that they will not get back.

The staff in Dundee West are criminals..

Also adding stupid charges that mean absolutely nothing but sounds good to decieve the customer. (All lies)

You all should ashamed of yourself. You are just a bunch of criminals that take advantage of people that dont know how it works.

LIES !! EVERYTHING YOU TOLD THE CUSTOMER WAS LIES TO PUSH YOUR SALE UP SO YOU COULD GET MORE COMMISSION !! You horrible little excuse for a woman!!

Enterprise Hammersmith - very efficient and helpful as always. Thank you especially to Gilu for assisting in the return of the car. That’s why we always use Enterprise.

If I could give 0 stars I would. After I don't know how many late, ridiculously early, or faulty cars, and making no complaint, they've eventually gone too far. Delivering me a car with no petrol (despite having to drive right past a station to get to my house), that was absolutely filthy, with rubbish inside and a huge crack on the windscreen. I reported the crack, they said they knew about it and not to worry, then promptly tried to charge me 600 to fix it. I called to dispute the claim, they said to email them, I didn't hear back until they sent me an invoice, I called them again, to say I will not be paying that invoice and only now have they said they will even try contacting the branch that sent me the car in the first place.

They sneakily removed some very important insurances that were included for free. When I asked them to add them back on they changed me £500 to add them, despite them being free of charge.

Customer services were completely uninterested in helping and made me feel like an inconvenience.

Such a disappointment. Won’t be using ever again.

Filthy car.
Wrong car.
Misinformed about entrance, resulting in fine from Newcastle council.
Shoddy salesman.
Newcastle station.

ENTERPRISE BRISTOL
Rented a 2026 Vauxhall car from Enterprise Bristol Airport. Payed for most expensive insurance package as we always do. On way to return the car the window up/down switch dropped from its position. It was an easy fix to retrieve but in a hurry for flight we wrongly assumed there would be no issue which was confirmed by the employee on returning the car. Some days later we received an email from a Manager telling us we would be charged via our deposit. He assured us a member of staff would contact us if we wished to discuss, which never happened. He ignored our subsequent attempts at contacting him including sending him an email. We went for Enterprise because of our positive experiences in the past but never again. Also there cars are not always washed and they give you a silly excuse about dust when you can clearly see splash marks over the wheel arches indicating thr car had been driven since last wash. Terrible customer service.

I wish I could give a minus rating we used enterprise nearly 2 years ago to move from Edinburgh to London. We are now in the process of relocating back. My partner booked online and prepaid to secure a van from Park Royal Monday night after 10 pm and email get sent to us to cancel the reservation. We called the next morning hoping it’s a glitch in the system and speak to a lovely customer representative who confirmed it was after we spent 30 minutes telling her we did not cancel and we don’t know who did as the Office isn’t open that late at night she gets on a conference call with the branch manager and area manager and then confirms proceed as normal unsure how this happened but your booking is still valid. The branch manager will contact you shortly after 90 minutes pass and still no phone calls so we decide to call the branch ourselves multiple attempts with no answer meaning we need to go back through customer service to be put through to Park Royal Ernest at Park Royal has zero customer service skills and decided to tell us it was our fault for booking and preparing as that doesn’t necessarily guarantee you a booking which is strange as that is the nature behind pre-booking on the website. He tells us we should have called to confirm the van was there even though we prepaid online? He put the blame back on us said he needed to prioritise other bookings some that came in that week so he was prioritising bookings that came after ours. He couldn’t confirm how the cancellation happened nor could he provide an internal or formal investigation as to how this is happening in their system in case in impacted other customers he then hung up my partner had to call back through customer services three separate times to raise complaints and see what could be done totalling seven hours between 9 am and 6 pm dealing with enterprise the third customer service rep we get through to who didn’t hang up on us proceeded to then book us with Hammersmith. She advised us to call the branch directly just to put her mind at his surprise surprise the branch manager they told us he isn’t sure how the booking happened. It must’ve been a glitch because their vans need to be returned same location a glitch in the system isn’t a customers fault and clearly there is more than one. It’s now been another day and another seven hours wasted between 9 am this morning and 6 pm today speaking to head office who were no help and more customer service reps long wait times put on hold only for the call to be disconnected. We’ve been told that they’re still trying to sort something but no guarantee we will have a van on Friday and we should wait another 48 hours for an outcome when in less than 40 hours we need to be packing a van as we’re going to be homeless, we need to be out of our current property and into the property that we have now rented but we have no way of getting to. We can’t get our refund back quicker and they are stating the terms and condition state 10 days that shouldn’t be applicable to us as we the customer did not cancel. This has been no two days going on three tomorrow with still not a straight answer and managers and customer service representations contradicting each other with the information we’re getting we’ve also been told causes to branches aren’t recorded. How can you protect your customers and your staff or how can you even conduct a proper investigation into any issues raised without having call listening the amount of stress this has caused when moves are stressful enough and we’re going over 500 miles has been absolutely appalling. Cannot wait to get all of this information and data to the ombudsman- disgusting lack of customer care or service no consistency or cohesiveness between your branches I understand it’s a franchise but your job is to rent vans and cars and you are failing at that one job

I'm giving a generous two stars on account the cars I had were good. BUT, everytime I hire a car through them they STEAL my money through unauthorised, unexplained credit card charges. Enterprise are THIEVING SCUM and I have to jump through hoops via Barclaycard to get any chance of getting my money back, because it's time limited and they require lots of hard to get information.
Customer services at Enterprise just play tennis with you. One of my hires was one way, Barnsley to Reading. Each branch said the unauthorised credit card charge was the other branch's fault. There was no damage to the cars and no fuel descrepancies.
AVOID, Enterprise WILL ROB YOU!

Poor customer service, event worse staff attitude!

I have (through my company) had the need to hire a car from the Birmingham Airport branch twice in the last month, on both occasions the 9am booking is never ready, the last occasion I had a 35-minute wait, as none of the cars were fuelled (as they had all been delivered that morning apparently) and the fuelled cars were at their off-site storage area and would need to be brought over, but due to shortages in staff, and staff members not being able to drive, this would cause a delay. One of the staff even said to me, well what do you expect, you want a car with fuel, so you'll have to wait, when I said when a car was finally made available to me.

If it was possible to give a zero rating I would do so. My insures arranged a hire care through Enterprise while they fixed mine. On collecting the car I saw a small scratch and was told it’s only a watermark as it had just been washed. When the agent came to pick up the car I left him to inspect and he claimed there was a small scratch and I asked if I had been in an incident, which I hadn’t. Being heavily pregnant I didn’t even drive the car twice. He insisted I had to pay my excess of £500 I denied causing the damage and refused to pay as I did not have that money. The agent said I would be persued through their collections department and could possibly pay monthly. He left and then Enterprise took £100 from my card unauthorised and also submitted a claim through my insurers. I have not been able to get through to anyone at Enterprise to discuss as the store claims I have to speak to customer services and customer services claim it’s their collections team who have now gone to insurers. Never have I felt so ripped off and I would not recommend at all!!

I would like to complain regarding the treatment I received at Enterprise Exeter Pinhoe

2121471079 ref

Several days ago I and my partner went to the office to rent a car for 5 days , to be able to attend my Sisters funeral.
We were collecting the car this afternoon.

This morning I received a call which I missed by 6 minutes.
I returned the call straight away and spoke to a young man , who informed me they had no vehicle for us to collect, nothing available.
I was devastated as you can imagine. He gave me no explanation nor was apologetic for the destress being caused.
I explained we needed a car to get us up north. Had they not got anything. I received a blunt NO.
I broke down in tears, how on earth was I now going to get to the funeral of my Sister .
He showed no compassion and all I got was try another company.

Surely they must have known sooner or even at the time of booking they did not have a car.
During the booking I emphasised this was an important booking to get us to the funeral.
Don’t worry!

I am outraged I have been treated in this way and wish to complain to the CEO of enterprise.

I’m an elderly, disabled lady who has been so badly let down and deeply distressed . 😫😭

Rental car for one day, no chip in the windscreen on its return, but they insisted it had a chip. Lost that battle only to be charged £780 to repair and 2 days extra rental for downtime. NationalWindscreen charge £40 - £118 to fill a chip, absolute charlatan's - Avoid this company

It was the old trick of blaming me for "tyre damage" to retain my deposit. Upon handing back the inspector went straight into theatre finding a spurious superficial mark on the tyre before even checking the mileage - too quick to blame! He was careful to say it was not dangerous but was indicating it would hit my deposit until i objected and refused to leave. This is my second such experience with this firm of the same blame game- is the rental fee not enough for Enterprise Rentals?

Hired a van for 28 hours to move house on short notice as it was the only local company with any availability left and on returning the van they charged us for damage that did not occur during our rental. No response from the email given to dispute the claim. The "admin fee" was more than the cost of the repair. AVOID

I am an Enterprise Plus customer and frequently hire a car, from the Bridgend branch South Wales, this time I was hiring a van to take personal items to Spain. I had booked a van on line having spoken to someone via phone to confirm my requirements.
Unfortunately on my arrival to pick up van there had been some clerical error and I was told the van could not released without the necessary paperwork.
I had booked ferry crossings and B&B in advance so I was somewhat frustrated.

Haz, the duty manager overheard the conversation and immediately stepped in to see if he could resolve the situation.
He worked above and beyond my expectations to resolve the situation. We was then able to take the van load our items and return the following morning for the necessary paperwork to continue our journey without having to amend ferry or B& B bookings.
Haz was polite, professional and a credit to your company to ensure both “the customer” and “the company” had what was required to complete another booking.

We have told all family & friends that if required this is the place to hire from. Once again many thanks Haz for your personal service.

The vehicle booked was not available because "it had not been returned". Instead of informing us of this in advance, a smaller van was simply presented as though it were the vehicle booked. At no point was any contact attempted to explain the situation or ask whether a smaller vehicle would be acceptable. Had we not realised the size difference, one of our workers could have turned up on site with an unsuitable vehicle.
The company had both our phone number and email address but made no attempt to make contact before 4 pm collection time to let me know the booked vehicle was unavailable. This lack of communication meant we wasted time and fuel travelling there; 2 people.
Payment had been taken in advance, yet the branch staff were unable to process a refund immediately. This could leave customers, such as a young couple moving house, with their money tied up while having to find additional funds to hire another vehicle elsewhere.
Overall, this was a breach of contract.
The lack of communication and the presentation of a smaller van without any prior discussion gave the impression that they hoped we would simply accept it without noticing.
Based on my experience, I would recommend avoiding this company.

Sent an email detailing the episode on Friday last, after returning from the Monmouth branch.

As of 10pm Monday, still no response.
Assume branch staff would have also requested refund.

To be clear, you did not provide the vehicle booked or acknowledge on arrival the vehicle booked was smaller.
Your branch staff could not refund the money held for the unavailable vehicle.
We have not even received the courtesy of an apology, acknowledge of the complaint sent or an update on when our funds will be returned.

Absolutely appalling customer service at the Tiverton branch this morning, The couple in front of me were fuming as they’d booked a car for 08:00 but were told that the car wasn’t due back until 10:30, than it got to my turn, I’d booked a Toyota Yaris Hybrid for collection at 08:00 rode my motorcycle ( 40 minute ride ) to collect it so I could take my disabled elderly mum to my Uncles funeral, firstly the 2 members of staff were muttering they then said sorry but we don’t have the car you booked available for you!!!! I told them I would take anything they had as I need to get to my Uncles funeral to which they offered a fiat 500, I said that’s fine, he then proceeded to ask for my credit card? I advised I don’t own and have never had a credit card, I paid for the hire online with my debit card, he then advised me that I can’t have the car without a credit card, I’ve honestly never experienced customer service like this, they genuinely didn’t appear to give a damn, I hired a Luton van numerous times from our local vehicle hire company in Oxfordshire when we lived there and were never asked for a credit card, they really should be ashamed of themselves, how on earth they have got jobs is an absolute mystery, perhaps that’s how Enterprise like their staff to deal with customers, due to their appalling customer service myself and my mum missed my Uncles funeral today which is unforgivable.

10 out of 10 service from Enterprise. I hired a medium size van for a house move. Took 5 mins when I got there to pick van up and staff were so helpful. Van was automatic and amazing to drive, can’t recommend it highly enough 👍