Enterprise Reviews 

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.

Absolute rubbish please do not hire from enterprise . I booked a 7 seater manual for Bexhill on sea branch .
When my husband went to pick it up he was told they only had an automatic . He said we had booked this in June in plenty of time . They said they had nothing in manual he asked why it is advertised on web site then ? The lady continued to dismiss this and the fact is I could have hired an automatic from elsewhere for half the price . She then pressured him in to extra insurance which I had refused when booking on line . It is disgraceful and to add to it we havr had to keep filling it with water on our holiday . We have put a complaint in and still not had a reply . PLEASE AVOID AT ALL COSTS

This was my third recent hiring of a car from Enterprise, Wrexham Branch
At 80 I can safely say I often feel, humoured by retail outlets I use, whatever the product .
That is certainly not the case at Enterprise, I am treated with Respect and everything is explained in full to me. On return, I get the same treatment. Enterprise most certainly go that extra mile to ensure my satisfaction. I will use no other Car Hire Company. I feel valued at Enterprise. Stephen Dawson

I gave one star as I could not allocate no stars, what an awful experience I had with Enterprise hire car at Gatwick south terminal. When I returned the car (mine needed to go into the garage and I did not want to take time off work), I was made to feel like a criminal, there was a tiny mark on the tyre that Enterprise claimed was new, how do you use a car without using the tyres? Surely that is wear and tear, or Enterprise are using low quality tyres. My own car tyres do not have marks. I can only repeat do not use Enterprise hire car, other hire car companys are available.

Absolutely atrocious experience. I had to return the car the day after collecting it because one of the tires went flat. Am I expected to inspect every tire with a microscope and a camera before driving away? A rental car should be roadworthy when it's handed over to a customer.
To make matters worse, the tire had been repaired previously, and the repair was done so poorly and cheaply that it failed almost immediately. This wasn't normal wear and tear—it was a preventable issue that should have been identified and fixed properly before the vehicle was rented out.
Instead of taking responsibility for providing a vehicle with a defective tire, they ruined two days of my plans, made me pay for a replacement tire, and even charged me for the following day's rental despite the inconvenience they caused.
Absolutely unacceptable. I paid for a rental vehicle and received nothing but hassle, unexpected costs, and wasted time.
A company that treats customers this way doesn't deserve repeat business. Save yourself the frustration and rent elsewhere.

There is no zero rate otherwise, I would rate zero. This is one of the most despicable companies I have had to deal with. Don't do any business with them.

I genuinely don’t know where to begin with this company. Even writing this review feels like wasting more of my time, but I feel it’s important to warn others so they don’t go through what I have. If I could give 0 stars, I absolutely would. Save yourself the stress and use a smaller, local hire company instead.

Over the last few weeks I’ve had two vehicle rentals from Enterprise Portsmouth Southsea for work, and both experiences were nothing short of disastrous.

The first vehicle was hired to me during the hottest week of the year with no functioning air conditioning. I only discovered this after driving later in the evening when AC wasn’t immediately needed. I contacted Enterprise’s customer helpline as soon as I realised and received absolutely no response.

The second rental was far worse.

The 24-plate vehicle, with only 15,000 miles on the clock, suffered a complete alternator failure on the M6, leaving me stranded on the hard shoulder. What followed was one of the most stressful experiences I’ve ever had with any company.

Despite paying extra for Roadside Protection, I discovered it was effectively worthless because Enterprise said it didn’t apply while the vehicle was still under the manufacturer’s warranty. I cannot understand how selling additional roadside cover that can’t actually be used is acceptable.

After more than four hours stranded on the motorway in 34°C heat with two large dogs, I was eventually rescued. The only reason I reached my work location was because an incredible RAC patrol went above and beyond, following me for over three hours and replacing the battery roughly every 80 miles just to keep the car moving. He was the only positive part of this entire experience.

Unfortunately, the nightmare didn’t end there.

Being over six hours from home, I needed a replacement vehicle. Despite Enterprise receiving multiple reports about the breakdown, nobody from the Portsmouth branch contacted me. I had to chase them myself, only to be repeatedly told, “We’ll call you back in 30 minutes” or “within the hour.” They never did. Every update came because I chased them.

It was only when my husband called that, miraculously, a van suddenly became available. This had never been offered to me, which left me questioning why the solution only appeared once a man called on my behalf.

Even then, the van was not a suitable or safe option for two adults travelling with two large dogs. The branch manager agreed it would be temporary while they arranged something more suitable. Once again, I was promised a call back. Once again, nobody contacted me.

The lack of communication throughout this ordeal was staggering. Every promise was broken, every update required chasing, and at no point did anyone show any urgency despite the seriousness of the situation.

Between being given a vehicle with no air conditioning during extreme temperatures, breaking down on a motorway, discovering the additional roadside cover I’d paid for was effectively useless, spending hours stranded in extreme heat with my dogs, and then having to fight for even basic communication, this has been, without question, the worst vehicle rental experience I have ever had.

Enterprise did provide me with a full refund for the second rental, which was the absolute least they could have done. However, that doesn’t undo what happened or compensate for the stress, risk and time I lost. If I’d been asked beforehand whether I’d go through hours stranded on a motorway in 34°C heat with two dogs, constant chasing for updates, and one of the most stressful travel experiences of my life in exchange for a £400 refund, my answer would have been an unequivocal no.

I will never use Enterprise again and cannot recommend strongly enough that others look elsewhere.