Enterprise Rent-A-Car UK Reviews 19

I had been delayed of my refund for many times, Its a month already. I understand the process take times but it doesn't really make sense, and as I don't have any reference number for this case, I am not able to track the status of the refund.

The staff in Liverpool depot are really nice and helpful, but the CS in the online chat box not really able to help me, most of them are nice and helpful, but just tell me to contact them after certain working day.

I've just had to cancel my booking because it wasn't made obvious, at the time of booking, about the deposit.
Although I was expecting to pay a deposit was prepared for the £200 deposit that was being asked for.
When I mentioned that I didn't see it when I was making the booking, I was told, rather coldly, that it was on the website.
I canceled my booking and left.
When I got home, I checked the website and found it buried away in the FAQs.
The deposit is more important the price of the car and need to to clearly seen during the booking process as I would have known early enough that I wouldn't have to been able to pay the deposit and I would have looked elsewhere.
The hardest bit is having to tell my autistic son that he wouldn't be seeing his dad today.
I will not be using Enterprise again.

In 26 years of driving I have never rented a car before and was really nervous of getting charged for damage after reading online reviews.

When our 8 seater mini bus broke down 3 days before our holiday I was forced to try it and Enterprise had a branch 1.5 miles from where the specialist repairer I needed to use was located.

I must say the whole thing went incredibly smoothly, I booked online and when I arrived at the CASTLEFORD branch, the exact vehicle I booked was there waiting.

It hadn’t been cleaned which was the only slight problem as it was difficult to spot any existing damage, however “Harry” who booked us out was very fair and made a note of it. I didn’t catch the name of the guy who booked us back in but he was equally as relaxed and they were happy with the condition when we returned it.

We covered just under 1000 miles in 4 days and did not cause any damage to the vehicle.

Having read the reviews on here I was expecting to get “stitched up” for damage I hadn’t caused, however this was not the case at all, no attempt was made for this and my £500 deposit was returned the same day.

Not only did the whole thing go smoothly but the staff gave me a lift each way to drop off and fetch my car and allowed my wife, children and holiday luggage to wait in the rental vehicle while my car was fetched/dropped off to save us carrying our holiday luggage.

I don’t know if I just got lucky in this case but based on my experience I would definately use enterprise rent a car again. In fact based on this experience they would be my first choice.

East Manchester.
Branch staff were helpful BUT...

BUT the substitution of VW Minivan instead of the booked Peugeot 5008 spoiled our holiday.
Spent whole holiday having to help 2x 70 year old+ relatives in & out of the VW.

I booked & paid for the 5008 at end of March a full 6 weeks before start of holiday on 8th May 2026.
Really did need to have the car we booked.

I have had a shocker. Not only did Enterprise chase me for damage that happened after I returned the car, they then held me to it by using invented terms and conditions. It took four months to resolve, with Enterprise being incredibly difficult throughout. I would urge everyone to stay away from this company.
I hired a car for one day while mine was serviced at the local dealer. I drove a total of just 10 miles and returned it undamaged, to the agreed location during business hours.
The vehicle was moved after I left it to a road outside the dealership. Damage was recorded three days later, and Enterprise's Damage Recovery Unit (DRU) pursued me for £500.
The DRU passed me terms and conditions of the rental which had all sorts of holes in it. I wasted a month arguing my case, only to realise the actual contract I signed was completely different and that Enterprise had no case at all. It still took a further month of Enterprise pretending their terms and conditions somehow superseded our contract. It was very underhand.
The DRU failed to engage with any point made. If they said anything it would invariably conflict with something they previously stated. They refused to set up a complaint or escalate the issue and at one point refused to communicate with me completely. They also sent me another customer's signed agreement with their personal details visible.
To resolve the dispute, I escalated twice with Enterprise head office. The first time, the DRU closed the ticket of their own accord. The second escalation seemed to get things moving, plus CC'ing the branch manager and head office into all correspondence so they could see how unprofessionally things were being handled.
Eventually the DRU agreed to close the case — as a 'gesture of goodwill'! No apology.
My advice: if you are referred to Enterprise's Damage Recovery Unit, be prepared for them to make it difficult. Don't be surprised if they don't handle your case in good faith. They will come across as highly incompetent to grind you down. Photograph the car thoroughly at return, keep your signed contract, and read the actual terms it links to — they may not match what the DRU later relies on.
Four months of hell for a 40 minute drive.

Poor service have been told by the Newton Abbott branch to take the car back on Saturday and take a 2 hour bus ride back home.. I have mobility issues and they have refused to pick up the car. It’s their problem now as am leaving it parked outside my house.Incidentally the car was supplied after my car was written off and was organised through my insurance whom I will be telling not to use enterprise in the future…

Once over, if you needed to rent a car, it was fun. You could choose the sector of vehicle you were interested in, and then pick a specific vehicle within that sector.

NOT ANY MORE!

I’m a member of the Enterprise Privilege Club. I recently needed to hire a car and, giving notice of one week, said that I would specifically like a BMW 3 Series.

I was told, even at this early stage, that the best they could do was guarantee a car from the group, and it would most likely be a Mercedes.

I don’t like Mercedes these days… they used to be superb vehicles but the latest models are really tacky.

I gave Enterprise another option should they be unable to source a 3 Series, this being a Cupra Leon. I know this is in a lower category but you can see the type of vehicle I like.

All of these conversations actually took place in branch after the reservation had been made, and I could tell from the attitude of those I was speaking to that no effort was going to be made to source a specific vehicle. I stated categorically that I didn’t want a Mercedes.

On arrival I was told that the vehicle they had sourced me a… wait for it… Mercedes, the one brand I specifically stated I didn’t want. It wasn’t a particularly decent spec Mercedes either.

I asked about the Leon and was told they have very few of those on the fleet. I guess they hadn’t bothered looking for one of those.

The staff sit in these offices all day. They are never so busy that a little effort couldn’t be put in.

Being hugely disappointed I walked away and went to another franchise who sourced me a lovely Audi.

A nightmare from hell with this so called global organisation. Horrendous experience with Enterprise Valencia in our Easter family holiday. Our car reservation was cancelled on the same day saying your car is not available and you can cancel it online ! WHAT??! And how about our two day trip we have booked and excursions with the family. As it so happens we couldn’t even cancel it as cancellations not allowed the same day!! Not one word to apologise or find an alternative . Upon return we have raised multiple complaints with the UK customer care and no one has got back to us. Apparently they don’t keep track of previous complaints. Avoid them like a plague unless you want to ruin your holiday plans. I have disputed the transaction with Amex who were professional like you’d expect a company to be. NEVER NEVER EVER AGAIN. Stick to the likes of Avis/Hertz/Sixt etc who give a damn about their customers!

Enterprise Blackpool
Avoid at All Costs
Absolutely disgusted following the return of a hire vehicle through NHS Fleet/Enterprise.
The vehicle was returned at around 4pm in January, no damage was raised with me at the time, and I was advised the hire would be closed. Weeks later I received a damage claim for an alleged scratch that was not there when I returned the vehicle
I requested date/time stamped photographs but only received poor-quality photos without visible timestamps It was initially claimed I had said I “didn’t know how the damage had happened ,” but Enterprise later admitted there was no evidence that conversation ever took place.
The whole process has been extremely stressful and has left me feeling that customers need to protect themselves carefully when returning vehicles and always take comprehensive photographs/videos themselves at collection and return.

I had a confirmed booking at the Oxford Cowley branch and travelled to the centre. After approximately 15 minutes of waiting in the office . I was taken outside the building to be told there were no vehicles available. Payment was already taken from my card. No prior notice was given to me, or I would not have spent money to hire a taxi to get there. I had my children with me . Quite a distressing experience for them trying to get alternative transport . Was given a wrong number when I asked for the head office number . While I was waiting and making calls I witnessed people coming and leaving with cars. I am not in a position to determine the reason for the difference in service; however, the experience has left me concerned about whether all customers are treated consistently and fairly. .I lost a lot of money on taxis to and from that centre and more to look for alternative transport. Overall this experience fell below standards of acceptable customer care.

Disgusted with worthing enterprise. Reserved a van after making arrangements to collect a large item. On way to collect van and was told rental had been cancelled due to unavailability with the excuse just because you reserve it doesn't mean they have it. Bearing in mind it was reserved when they were open at my chosen branch and it took them 6 hours to realise they didn't have a vehicle. I've never heard such utter bullsh1t from a rental company.
Then received an email stating basically as above and sorry for the inconvenience etc. My reply was im extremely unhappy with this and called enterprise sh1te not the staff and now im banned from future rentals. Snowflakes...

Nightmare company
Nightmare company
Nightmare company
Stay clear
I have waited in ALL DAY 3rd december for my hire car ALL DAY from my bank account nationwide and not one bit of communication to say they are running late or cant come. I have Lost wages today because they cant be bothered to communicate. First time i have ever used them and what a nightmare and cost me money AND STILL NO CAR at 19.15pm SO LOSS OF WAGES AGAIN TOMORROW
NOW 4TH DECEMBER 7.30am still no car. No way of getting children yo school so 2 days wages lost and NO CAR. How hard is it to communicate with a customer!!! I accept things/plans go wrong but no communication at all.

Day 2 driver hour late and sent to the wrong house
His paperwork says the wrong address.
Sat 6th december the car was supposed to go last night and you guessed it NO SHOW. NO COMMUNICATION WE WAITED IN ALL DAY AGAIN
I rang several times 01934420900 NO ANSWER.
Sunday 7th dec no communication bo nothing
IT IS NOT MY FAULT IF YOU COLLECT ON MONDAY AND WE ARE NOT HERE WE ARE GOING TO WORK

I hired a car at the end of August. It’s revered slightly early but I was charged for an extra day of car hire. While the customer service care in Barnstaple was great the drop off at Heathrow was chaotic. It’s been 6 weeks of emailing the company and still no resolution. I should NOT have been charged this and living abroad it’s time consuming and frustrating to still be dealing with this.

The vehicle provided – a tail lift van – was not fit for purpose and caused significant disruption and stress during an already busy moving day.

Upon collection, no instructions were given regarding the operation of the tail lift or any special requirements for its use. When we arrived at our destination, the tail lift did not work at all. We attempted to contact the numbers provided for over an hour, but were unable to reach anyone for assistance.

Eventually, we had no choice but to drive all the way back to the depot to report the fault. Only then were we told that the tail lift could be made to work by “playing around” with the air conditioning controls — something that was never mentioned at the point of hire. Throughout the remainder of the day, the lift remained unreliable, only functioning intermittently when the air conditioning or even the radio volume was adjusted.

This issue caused us to lose nearly two hours of our booking time, severely impacting our moving schedule and creating unnecessary stress. When we returned the van, we informed the team of the issue and were told, quite casually, “oh yes, we’ve heard this can happen,” which indicates that the problem was already known.

Have raised a complaint and had zero response 5 days on. Really disappointed

Disgusted with Enterprise Rent-A-Car Aberdeen Dyce – Avoid at All Costs!

If I could give zero stars, I would. My experience with Enterprise Rent-A-Car at Aberdeen Dyce has been nothing short of a scam.

I returned my hire car in perfect condition. I even have video evidence of handing it back, with staff signing it off and confirming no issues. They refunded my deposit of £200 on the spot, which should have been the end of the matter. But unbelievably, a week later they took £500 from my account with no proof whatsoever of damage. No photos, no paperwork, no explanation.

As if that wasn’t bad enough, they later billed me for even more money, again with zero proof or explanation of any supposed damage. This isn’t customer service – it’s tantamount to corporate theft.

This isn’t just a one-off mistake – after digging further, I discovered multiple customers have experienced the same treatment. This looks like a systematic scam to take money long after the vehicle has been returned and signed off.

It’s absolutely disgraceful behaviour from a company that trades on trust. Enterprise Aberdeen Dyce should be avoided at all costs. If you value your money and peace of mind, do not use this branch. There are plenty of other reputable rental companies out there that won’t try to rob you weeks after your rental ends.

Shameful and unacceptable

Avoid Stratford upon Avon to rent a van …on the site they don’t have vans available out of stock ,they let you to book one after they call you to inform you about stock out and you have to wait for your refund long time…

After returning the car, Enterprise rent a car accused me of a damage that was already on the car before it was given to me. Although, did send them a video that was made before taking the car and it showed the same scratches, they still went ahead to take £500 from my account without any notice, knowledge or an invoice which is theft legally. Enterprise is a disgrace to the car rental and leasing industry and should be banned from operating in the UK. Had to raise this case with BVRLA for Enterprise to admit to the scratch was there prior to the rental. Still waiting for the £500 to be returned and inconvenienced cause to be settled.

Enterprise. Bamber Bridge, Preston is the branch I wish to highlight. Having broke down on the motorway part of my recovery was a confirmed car from the above branch to gey home. On arrival at enterprise they confirmed my booking then told me they had no car. Later they offered a corsa but I would have to wait a further 3 hours. They then revoked that offer and said I could have a long wheel base van instead still 3 hours later. The next branch over had a car park full of vehicles but they would not ask them to assist. I ended up getting a train on my own volition with my family to Preston and then on to Edinburgh. I would give them a minus score if this was possible. First and last time I will deal with this company.

Rated 0 out of 5

I am appalled by the tactics used by Sydnaham Branch of Enterprise!
I am appalled by the tactics used by your staff, specifically the manager, which I believe led to my daughter scuffing a car on your lot. My daughter, who has only been driving for a year, was encouraged to park in a specific, difficult spot, which resulted in the incident.

Given the prior inconsistencies and poor customer service, I believe this was an intentional act to unlawfully withhold our deposit. We have already filed a complaint and contacted your help number, but we have received no satisfactory support. This situation feels like a scam targeting unsuspecting drivers, and I assure you, I will not cease until our deposit is fully refunded.

The manager Farajan should be sacked for being incompetent , inciting strife and trouble to the doors of enterprise by pulling such a stunt!

Im guessing if I turned up with a big gorilla looking husband he’d soon refund our money ! There’s a name for people like him.
But seeing as where just women, (probably man less in his tiny mind) so he feels superior behind his tiny desk to try this criminal behaviour. Even encouraging us to hire the vans out for carnival and illegally hire it for more cash to others which goes against enterprises terms and conditions. He looks wired and evil and I’m sure where not the first consumers he has stitched up !