Enterprise Reviews 

Only one star as no option for none. Disgraceful company. Customer service diabolical, couldn’t care less only interested in getting more money out of you. Spent more time inspecting each tyre on return than the whole of the rest of the vehicle - found a minute ‘gouge’ I could even see it. Charged £153! Key battery flagged up when I picked it up was told they’d changed it but had the warning the entire journey. Totally regret using the Barnstaple branch - absolute daylight robbery

We had it explained that on return any dents scratches that were greater than the perspex damage indicator are chargeable but as I have taken out additional insurance my excess is now £250. it was then noted that i hadn't taken out the windscreen and tyre insurance and is this something i'd like to add.

We walked around the vehicle and then sat in the van cab. At this point I noticed the damaged windscreen had an impact point of approx 10mm with a large crack running approximately 120mm, the representative told me it had been repaired. At this point I questioned why I was being asked to insure an already damaged windscreen to which your customer representative told me this was all OK and legal and that I would still have to cover the windscreen insurance even though it was damaged.

Having knowledge of this subject i stated that 70% of the vans structure depended on the windscreen being in good sound state which this was not, i then pulled up the DVSA guidance and it stated clearly this damage was not acceptable and is an MOT failure and if the driver was to use the vehicle in this state they would be in line for 3 points on their license and a fine of £100 - £2500.
Adding also In an accident the windscreen is critical and could compromise the deployment of the vehicle's air bag.

I was then offered another van which also had tracking problems as the tyre on the front was bald on the first quarter of the tyre face. I paid for the other additional windscreen and tyre insurance.

Whilst the car was ok & service was good I'm not impressed by the branch not answering the phone, I tried to ring over 10 times to let them know I was returning the car, needless to say from 10am - 5.30pm they never answered. I ended phoning headoffice & they said they can't get through. It wasn't exactly busy. The car wasn't clean.
Enterprise are nowhere near the company it was. They used to drop cars off, not now. The car was released to me with a slow puncture that i needed to inflate the tyre the day after, the tyre pressure monitor was just reset before I was given key without rectifying the issue.

Booked a van on corporate account. Turned up to collect it and the guy in the branch (West Bromwich) barely lifted his head up from his phone and said they don't have the vehicle we booked, or any other vehicles. Spoke to the corporate account team again who said all they could do was email the branch and ask them to find a vehicle (which there aren't any of) Waste of time, how are they in business?!?!?!!?

I rented a van from the Bexhill/Hastings branch on Brett Drive (Rental Agreement #477R67).

When returning the vehicle 1/16th down on fuel, the desk staff offered to handle the refuelling for me. They explicitly pitched this as a discounted, cheaper option than filling up at a local petrol station to make it sound like a convenient deal.

That was an outright lie.

Instead of a "discounted" rate, I was billed £2.03 per litre (over 20% higher than the local forecourt average of ~£1.68/L). To make matters worse, an undisclosed £8.33 (+ VAT) "Fuel Admin Fee" was quietly tacked onto the invoice - a penalty charge that was never mentioned at the desk.

All in, I was charged £22.18 for just 5 litres of diesel, working out to an absurd £4.44 per litre.

Actively misleading customers at the return desk to trick them into inflated fuel rates and surprise admin penalties is appalling practice. To top it off, I emailed Customer Service a week ago to dispute this mis-selling and have not received a single response or acknowledgment.

Be extremely careful when renting from this branch - do not trust their verbal claims at the desk, and check every line of your invoice.

I booked a van with Enterprise and received a confirmation email with collection details, so I had every reason to believe everything was in place.
At 7:30 pm on the evening before I was due to collect the van, I received a phone call informing me that there were no vans available after all. By that point it was far too late to find an alternative, leaving me in a very difficult position and causing significant disruption to my plans.
What made matters worse was the complete lack of customer service afterwards. I contacted Enterprise the following day to make a formal complaint and was assured that someone would get back to me. That never happened. My complaint was simply ignored.
Mistakes can happen, but failing to honour a confirmed booking and then failing to follow up on a formal complaint is unacceptable. Based on this experience, I would not consider using Enterprise again, nor would I recommend them to others.

I spent around four hours trying to hire one van from Enterprise and ended up making four separate bookings.

On my first three calls, I was disconnected. Staff told me they were unable to call customers back, so each time I had to start again, navigate the same ineffective automated phone system and repeat all my details.

Two bookings were formally confirmed by email. The first was cancelled shortly before the end of the working day, the day before the hire, when neither the branches nor customer service would answer. I made another booking the following morning, travelled across London to collect the van and was called while standing outside the branch to be told that this booking had also been cancelled.

Branch staff then explained that bookings made through the central reservations team are confirmed without that team actually knowing whether the vehicle is available. A confirmation that does not confirm the existence or availability of the vehicle is meaningless.

The entire system appears incapable of providing basic customer service. Staff cannot call customers back, transfer calls between departments or branches, or reliably confirm available stock. I wasted hours on calls and unnecessary travel for vehicles that did not exist.

By comparison, Nationwide Hire UK answered the phone directly, confirmed an actual vehicle, took payment and arranged delivery and collection from my location within ten minutes, for a similar price.

Avoid Enterprise if you need a reliable booking. Their confirmation process cannot be trusted, and resolving problems is virtually impossible.

Rented a car for a week whilst my mobility car was being fixed. All through mobility insurance so I don't have to pay. They took £1 off my card when picking up car. As a disabled badge holder I don't have to pay to drive through the Blackwall tunnel once they took the £1 out a few days later £750 was taken out my account from Enterprise for toll charges that I am exempt from said I drove through Blackwall tunnell 6 times and was charged. They charged me £35 for every fine they paid. So £90+£35 6 times £750. Considering a tunnel charge is like £5 I think this is a disgrace and Enterprise are robbing everyone. They will clear your account out.
Stay Far Away from Enterprise especially the Palmers Green Branch.
All staff have dirty attitudes too.
As a disabled badge holder I could've appealed this and not had to pay anything.
They took my last £750 out of my account. Anything that goes into my account now I take out as it seems that Enterprise can take what they want from your account.

I booked a van at the Chingford branch so I could move stuff into my new storage and 30 mins before my pick up they ring me to tell me that they have no vans and that a refund will take a few working days. Shambolic customer service, this is my first time using them aswell. Terrible!

Enterprise were appointed as part of the process following a non-fault accident, including arranging repairs and a replacement vehicle.

Unfortunately, the credit hire process was confusing and lacked the transparency I would expect.

I was provided with a vehicle while receiving conflicting information about liability, who was responsible for costs, and what my position would be if there were any disagreements between insurers. I did not feel the potential implications of the agreement were clearly explained before signing.

After reviewing the documentation at home and understanding the arrangement in more detail, I decided I was not comfortable continuing with the hire and returned the vehicle the following morning. The vehicle had barely been used, covering only a short distance, yet I was informed it would still be treated as a full day’s hire.

Given how quickly I returned the vehicle and my concerns around the agreement, I found this disappointing and would have expected a more customer-focused approach.

Overall, what should have been a straightforward replacement vehicle process added further stress to an already frustrating accident claim. Better communication and clearer explanations would have made a significant difference.

The car enterprise gave me broke down in the middle of the road only a couple of hours after we rented it, was undriveable, and needed to be towed. We were then stranded in the middle of two lanes of traffic in each direction for over nine hours, well into the middle of the night. I made many, many calls saying we needed help immediately, and yet we were only told by Enterprise that we could not leave the car or it would not be covered. We did not get a new rental car the next day, and after being told that one would be delivered where we were staying, it was not, and we had to go 45 minutes away to pick up another one. When I returned the replacement car, I was told that I would get a refund, I only needed to fill out a form that would be emailed to me. That email never came. I have been promised to get it by the end of the day today, but still don't have it. The only people working at Enterprise who seemed at all helpful or to care about our plight in the least were people who made promises that they did not keep. When I left a review on Google Maps, in the response, they sent me to their online chat bot. I did end up chatting with a real person (I think) who said I would be hearing about my escalated complaint within 5 business days, but I heard nothing. I reached out via the website again and was told the same thing. I am trying to email them again, hoping to get some kind of response. If I could give zero stars, I would.

Terrible company – avoid.

I booked a van online, but when I arrived at Poole it wasn’t available. It appears they accept more online bookings than they have vehicles available, as others have experienced the same. They certainly don’t have a resilient system.

They couldn’t provide me with a van, so I had to walk to another hire company because I had people relying on me. This van was to collect goods for a local charity I am involved in.

Two weeks later, I’m still waiting for my refund as I prepaid. I’ve been told it’s being processed by an American bank, which apparently takes a long time. Meanwhile, I’ve had to pay my credit card plus the hire of the other van.

Overall, a very, very disappointing experience.

The customer service I received from the Penistone Rd, Sheffield branch was absolutely disgusting. I work in customer service & if I provided such a poor level of service I'd lose my job. Nothing but hassle from them from beginning to end. The rental was organised by my insurance company after a no fault car accident & the only bad experience I had from beginning to end of sorting my repair with the insurance, police etc etc was with Enterprise. No one in the office knows what anyone is doing, communication is so poor, mixed messages, conversations not documented, wasting my time constantly with pointless phone calls. Horrendous experience, will never use again & recommend others don't.

When I picked up van was ok although had to be washed and cleaned first walked round with man to look at it took about 2 minutes
Return different story had training sales staff spent at least 20 minutes looking at everything then she said have I done this hair line scratch on the tyre which it was but she put gouge in it took pictures of it said I will have to pay for new tyres I said there is nothing there but was having non of it was told by management it was company policy with any mark on the tyre to change it so when up pick up a vehicle you have to get on the floor with your nose up the tyres and check it otherwise you will be charged for it . But no one checks the inside of the tyres for damage so that's ok then will not be using Hereford branch again if at all enterprise and do they really replace the tyres I very much doubt it when it's no more deep than a pencil mark. I

I rented a Peugeot Boxer panel van on Monday 27/07/2026 from the depot at Stourbridge (Thorns Road). It was easy to book the van online. Picking up the van was easy and the Depot manager who handed the keys over was brilliant with his customer service. It was a great van and did the job. Only problem was when I first stepped into the back of the van I tripped over a piece of metal edging strip which was not secured properly. I secured the strip with tape. When I returned the van is when the experience went wrong and soured the day. The member of staff said take a seat and I will check the van which was ok so I pointed out to him that the metal edging strip required securing properly. He finished checking the van came back in the office and said you have a nail in one of the front tyres. He then advised that I was liable. I suggested to him that the nail may have been there from pickup of the vehicle as a tyre warning message flashed as soon as I started the van. He said that the nail was not there at the start of the rental as all vehicles had a safety checklist carried out before start of a rental and I was liable for the repair. I asked to see the checklist but I never got to see the list as our conversation now became an argument over the tyre repair. When I suggested that Enterprise might be liable under Health and Safety law due to the metal edging strip not being secured properly the young man said he would phone the branch manager. After 5 minuets the young man came back and said I was not liable for the Tyre repair. He also said that the Branch manager would phone me the next day, I am still waiting for that call. My impression is that Enterprise are great on hiring you a van but when you return the van the staff are on some sort of bonus scheme to FINE the customer.

To the Harrow Bridge Branch: Absolutely shocking experience with Enterprise Rent-A-Car. I was left £1,750 out of pocket due to what I believe was their failure to properly record the insurance cover I clearly agreed to at collection.
I specifically agreed to pay £18 per day for reduced excess cover, but the agreement was done outside in a noisy garage and it was not properly recorded. When I returned the car after a scrape, I was told I had no cover at all and was hit with the full £1,750 charge.

Despite explaining that I had agreed to the protection, my concerns were ignored. I only discovered afterwards that it had not been added to my contract. Under pressure and distress, I was forced to pay.
Do not trust verbal agreements here. Check every single detail in writing before leaving the branch, because if they fail to record it, you will still be held liable. Completely unacceptable experience and I will not be using Enterprise Harrow again.

Enterprise provides me with a car that had the passenger airbag deactivated, and without a car manual to know how to fix it. They ignored my attempts to raise this as a complaint (ongoing) and then have claimed I damaged the vehicle, attempting to take an enormous excess (£1750) while they work out the cost of a ‘repair’. I will never rent here again

Very disappointing experience at the Tunbridge Wells branch. Harish P. Working as an assistant manager was rude and unprofessional throughout the interaction. He was unable to clearly explain the charges and repeatedly shouted, “You signed for it,” instead of addressing my concerns calmly and respectfully.

I will be submitting a formal complaint, as this was one of the most unprofessional customer service experiences I have encountered.

Love them, I use the Thornton/Bispham branch, the lads are friendly, always call in advance and when they don’t have my cheap car option available they always sort a solid upgrade.

Very poor service from their contract to maintenance of the vehicles , the vehicles are not even cleaned before being given to consumers. Their managers are not telling the truth when it comes to insurance, not telling you the facts, misleading the consumer, and misinforming the consumer to get a sale and collect money. The system is designed to cause consumer confusion when things go wrong, hence arguments and disagreements will develop! Accountability is required by the enterprise only when transparency and honesty are not applied at the time of signing a contract. Very Bad company; beware of their sales tactics! As they will pick and choose how they present information and not all customers are getting a good deal here. This is already voiding their contracts before they even started. As they are not informing you of their hidden charges as they apply everywhere from petrol to insurance excess. They are throwing their consumers under the bus if or when an accident happens whilst using their vehicles as their staff are not telling the customers the truth about waivers and policies and important factors which will cause the consumers to pay out enormous amounts of money via their credit cards when things go wrong.