Enterprise Reviews 

Thank you to the branch manager Jessica and her team at the Bognor Regis branch of Enterprise Car hire. The service we have received has been excellent, they swiftly found a solution to a small issue, kept us fully informed and resulting in a successful hire.
They provided a replacement vehicle for us whilst our own was damaged in an accident and written off by the insurers.
Thank you very much Jessica for your customer focused attention, it is certainly a highly recommended local branch of this international company.

I booked a Luton van several days in advance to secure my booking. Just a few hours before collection, I received an email saying the vehicle had not been returned, so they were unable to provide it.

Because of this last-minute cancellation, I struggled to find another vehicle at such short notice. I emailed them explaining my situation and asking for help, but they didn't even reply.

This is a very disappointing level of customer service from such a large and well-known company. If you don't want the stress and disappointment of having your booking cancelled at the last minute, I would avoid Enterprise and use a more reliable rental company.

Enterprise Kingsbury.
I was given a courtesy car, enough fuel in the tank for 18 miles but they did tell me that in fairness. The staff were fine too.
However, I always take numerous images of the car before driving away because I have been scammed before.
I dropped the car off at my BMW garage as arranged and 2 days later got a damage report about 4 missing little his caps.
Luckily I had the photos taken on the forecourt which I sent them.
Total lack of trust from them as they then required the pictures to be sent with the metadata. I have done this now and expect this to go away but their communication is terse to say the least and certainly not customer centric.
Warning - if you rent a car from them take many many pictures and never delete them.

I will never use this company to rent again. I booked a high roof van two weeks before I needed it, and the night before they rang to say they could not supply the vehicle! They had another low roof van which they could supply, which I had to take as I had to do the job. They said they would give me a £45 refund, but they could not give it to me there and then as it had to be processed through the parent company in the USA! It would take up to two weeks for me to receive the money. I chased it three times via e-mail & by phone & after a month I had still not received my refund. I went in to the branch & spoke to the Manager who was not in the least bit bothered, and again reiterated the refund had to be processed through the USA, and even though I had been waiting 1 month he could not do anything about it and it would again take up to two weeks or as he put it 10 working days. Very quick to take my money not so quick to give it back! Absolutely no customer service or concern to offer a good service. I wouldn't mind if he had shown some empathy but he couldn't be bothered. You have been warned!

Awful experience. We booked a van to pick up at midday in Swansea . The van was there but they had lost the keys. We were told a colleague had them but he wasn’t on shift until 3pm. Five hours later we were told that they still couldn’t find the keys. I cancelled the booking but am still waiting for my money to be returned a week later. Appalling service.

Great service and great experience, I used Enterprise before for a day hire and I got a upgrade, this time I took a small car to get around inverness, I was offered a upgrade to a Merc CLA but my own fault I didn't have a activated credit card for the deposit, but quickly rectified to a Ford Kuga, clean and tidy, only had it for a few hours but the staff were helpful and kind. On returning the member of staff spotted a trolley ding but then realized that it was from a previous rental scuffle, which was a relief. I will use Enterprise again as they were fairly priced and great customer service.

I wish I could give a -1 Shocking Customer Service and Complaint Handling.

I never imagined that dealing with a company the size of Enterprise would become so stressful.

Following a road traffic accident, I was provided with a courtesy car through the third-party insurer. From the beginning, the experience was disappointing. The car smelled strongly of cigarette smoke, and when I raised this with the Enterprise representative collecting the vehicle, she agreed that she could smell it too and said she would raise it with the Area Manager. Nothing ever came of it.

The communication throughout the rental was poor. I received repeated calls about collecting the vehicle and was told it was my responsibility to contact the insurance company to extend the hire. Eventually, after constant calls, I agreed for the vehicle to be collected and was left without a car until my own vehicle was returned.

The most frustrating part has been the handling of the parking charges.

I originally asked for the courtesy car to be delivered to my home. Enterprise advised they were running late and asked if I could instead meet their driver at another location. I agreed purely to help them. A parking charge later arose from that handover, and Enterprise paid the charge before deducting £60 plus a £35 administration fee from my account.

To this day, I struggle to understand why I should be financially responsible for costs arising from arrangements made at Enterprise’s request rather than mine. Had the vehicle been delivered to my home as originally agreed, this situation would never have arisen.

A separate issue relating to a Heathrow drop-off charge was only resolved after weeks of emails, evidence, a formal complaint and a Letter Before Action. Enterprise eventually refunded one administration fee, proving that my evidence should have been properly considered much earlier.

Despite all of this, Enterprise still retains money that I continue to dispute. It is extremely disappointing that such a large company has allowed this matter to continue for so long instead of resolving it fairly and promptly.

The complaint handling has been slow, communication has been poor, and I have spent countless hours chasing responses that should never have been necessary.

I expected far better from a company of Enterprise’s size and reputation. Unfortunately, this experience has left me with little confidence in its customer service, accountability and willingness to treat customers fairly.

I sincerely hope no other customer has to go through the same experience that I have.

To be told at 11.45 for a 2pm collection that they have no van available, despite booking 5 days previously is awful. I was supposed to be helping my daughter move house. Then it was suggested I ring round other van hire companies in my town because "it was one of those things". Good customer service would be they do that. I had accommodation booked for tonight which I cant use and lost my deposit. Eventually got a van for tomorrow after no help from Enterprise.

Wonderful experience and great customer service at Enterprise Trowbridge fantastic staff and always a pleasure to do business

After a car accident a hire car was given to us by enterprise. Ellen at the Spalding branch went above and beyond to accommodate us and this made the whole experience so much easier. The service was professional and staff were polite.

My insurance have arranged for a hire car from Enterprise following my car being hit by another driver.

I can’t get through to them- so can’t arrange a hire car. As a result I also can’t make arrangements for my car to be taken to be fixed.

Have spoken to the online chat, who’ve sent an email somewhere but can’t guarantee that it will be picked up in the near future. Terrible company, terrible service.

Terrible service, booked a van, refused even after i had checked in online and submitted all my details, luckily found another local company that saved the day, avoid this company at all costs. Absolute joke

I rarely leave negative reviews, but I feel it's important to share my experience so others know what to expect.

I was provided with a courtesy vehicle from Enterprise Stirchley through an insurance claim. When I arrived to collect the car, it wasn't ready because it was still with the previous customer. I returned around 45 minutes later, and the vehicle had only just arrived back and was being washed before being handed over.

Shortly after leaving the branch, the tyre pressure warning light came on. I stopped at the nearest fuel station, found the front offside tyre to be significantly underinflated, and immediately contacted the branch. I took timestamped photographs and reported the issue within minutes of collection. The following morning, the tyre was completely flat, and Enterprise arranged for a mobile tyre technician, who found a nail in the tyre and replaced it.

At no point was I told that I would be charged for the replacement, nor was I given the option to repair or replace the tyre myself.

When I returned the vehicle, I specifically asked whether everything was okay and was told there was nothing to pay. Two weeks later, Enterprise invoiced me £249.98 for the tyre replacement and deducted the money from my bank account.

What followed was months of being passed between the branch and the Damage Recovery Unit. The reasons for rejecting my complaint changed throughout the process. Initially, I was told I had reported the issue too late. After I produced timestamped evidence proving this was incorrect, the reason for rejecting my complaint changed. Despite repeatedly requesting evidence to support their decision, none was provided.

It was only after I escalated the matter to the BVRLA that a senior manager reviewed the case, accepted the timestamped evidence that Enterprise had already had access to, closed the claim, and refunded me in full.

I appreciate that Enterprise ultimately refunded the money and apologised for the inconvenience. However, I should never have had to go through months of emails, phone calls, and an external escalation to achieve what could have been resolved much earlier.

My advice to anyone hiring a vehicle is simple: inspect everything carefully, take photographs and videos before leaving, keep timestamped records, and don't give up if you genuinely believe you've been treated unfairly.

Terrible!
I cannot believe how much this company messed me about!
I had a van booked around 2 weeks in advance. I phoned on the morning to check that they would give me the correct vehicle as the measurements matter. I was told that the van that was allocated to me had been in an accident but that they were organising a replacement and would call to confirm that was all sorted.This was at 9am and my booking was for 3:30pm. I waited and heard nothing, it got to midday so I called back, I was told just to wait and that that they were sorting it.
I waited, it got to after 2pm still nothing so I called back, they said it had been passed to regional who could get the van that was available in Nottingham sent up and just wait to hear back. It got to nearly 3pm and I didn't know if the person collecting the van should go over or not.
I called and called and got no answer, it is now 3:30pm and everyone is asking me whats happening (6 people waiting to do this removal, one of whom had booked time off work). As I got no answer I called a different branch to see if they could find out what was going on and they said that they could see on the computer system that no vehicle had been allocated. It was now after the time we were supposed to collect it. I eventually managed to get through and they said that they would give me a discount and sort out a van for the next few days and someone would call to organise it. I asked if it could be someone who can actually ensure the van is going to be there, they said yes. It's nearly a week later and nobody has bothered to call me back at all.
I tried the branch again and didn't get and answer, when I called their main number they said they couldn't sort it they could only raise a complaint.
I have at this point, requested a refund. This has been such a headache and taken so much time as well as all the stress it's caused.
If you need any kind of reliability do not book with Enterprise!

Today two young men, Ahsan and Et delivered my car and were polite, informative and thorough, everything you'd expect for a great customer service. Wokingham is not my usual branch so it was fantastic to receive the same high standard that I get from the Salisbury branch. Thank you guys, it means so much.

DO NOT HIRE FROM THIS COMPANY/BRANCH. WORST EVER HIRE EXPERIENCE.
I have had ongoing issues with Newport enterprise after hiring a van for 1 journey. Picked up van from Newport (Chepstow Road) to York (extra £50 charge for 1 way which was fine). Van had exterior and interior damages throughout and a half full tank. We were reassured by staff member that damages were too small for them to care about, and they showed me on an iPad that they had 0 damages documented for this vehicle on their database as visible damages were “too minor”, even though to look at the van looked heavily used, to quote staff member van was “a bit of a mess”. Luckily alarm bells started ringing and I took slow walk round video of van inside and outside. When we arrived at York branch, staff there were not impressed with state of van and noticed tires were bald, and they deemed it unsafe for a long journey (like we just did), and were disappointed they couldn’t actually hire it out again that day. They were going to charge us for the damages to interior and exterior and tires until we were able to show them the damages were pre existing to our journey by the video I had taken. York branch said we would not be charged for damages and we would not pay the £50 one way charge for the ordeal - this was not the case. York branch had opened a claim with Newport branch about the damages. We felt as though Newport branch had tried to set us up and send us out of city with their worst vehicle and get us to pay for the damages because they had not recorded ANY on their database, this shocked York branch. We then realised we had been charged £300 for damages and one way charge. I contacted the claims team and they were unsure why we had been charged as their database clearly stated the damages were not our fault, and let me know that the charge had come from Newport’s damage team, it then took us 10 days and we only got back £250. I don’t take writing a bad review lightly and I like to see the best in people first and I thought maybe there had been a misunderstanding or an innocent mistake made by Newport branch that they could explain. Therefore on the 12th June (please feel free to check back on call records to prove this statement), I called for 2 hours trying to reach Newport (baring in mind this is their only number to contact if you are in trouble with a vehicle or need assistance) I believe they were silencing my call. I eventually got through to Matthew, I spoke calmly and asked for an explanation to what I had experienced looking for a misunderstanding with the van and charges etc. He went on hold to check records, when he returned he asked me what the damages were and when I started he put the phone down (call only lasting a couple of minutes). I initially thought line had lost signal, but when I tried to call back he never answered again and I never heard from Newport branch ever again (3 weeks ago), if that doesn’t sound guilty I don’t know what does.
I have received no compensation, and never got the £50, no one from enterprise has ever called me or contacted me due to these issues despite putting in 2 formal complaints … still waiting for these issues to be sorted or to at least hear back from the complaints team. It has been exhausting and ongoing, and a huge ordeal for hiring a van for 1 journey. Would most definitely not recommend for quality of vehicle, for long journeys, for customer service or for ease of contacting branch if you have an issue with your vehicle.
Ultimately we felt that Newport branch had tried to pull a fast one on us, and this was confirmed by the random charges (even though we had proved damages were pre-existing) and the lack of communication or hanging up and never calling back. Worst hire experience I have ever had, as an experienced traveller.

My car dealer, repaiting my own car, provided a hire car from Enterprise Huddersfield. It should have been available on Sunday ooh. It was available 40 miles away @ LeedsBfd Airport to collect...I had no car to get there, idiots. It was eventually avalable Monday, but I couldnt get to branch until Tues. Took photos and inventory before leaving. Also noted car should have been serviced 600 miles ago. Thete was a chip on windscreen they missed, but i took evidence photos. Enterprise Halifax (different branch) collected the vehicle the following Monday and then proceeded to try and charge me £200 for " lost wheel nut and passenger shelf" . When I viewed the car in Huddersfield neither were there, so couldnt be missing. Have rung Halifax and said, since it didnt come from them, they couldnt possibly know either way. Then had to ring Hudds to confirm items were not in-situ when viewed . Both branches said they will talk to each other. Have said I will not pay as feel am being scammed. Have asked for email from Hudds confirming i will not be charged. Beware.

A disaster! First time with Enterprise. Had the car for a week. On delivery they took no photographs and when I pointed out numerous scuffs I was told that Enterprise only consider dents to the bodywork as damage. When they collected the car they said I have to pay for a new tyre as there was a mark on the tyre. No photographs to prove it was there when they delivered it!! Trustpilot are now asking me to review CreditLink Account Recovery Solutions which appears to be harrassment as they have today sent 4 emails! Ombudsman - here we come.

After not agreeing to upgrading the insurance, at an extra cost of about £400, we did have our suspicions that they would try and get more money out of us another way. Sure enough, they helped themselves to £600 from our credit card citing a scratch on a tyre (not the wheel) as a reason. I took photos of the damaged wheel before driving away but this wasn't enough evidence, apparently!
Disgusted with their business model; just be honest and charge more for the actual car hire rather than aggressive up selling insurance or charging for historical damage. Makes me wonder if they use the same scratch to extract money from several customers!

They accepted booking, took a money and confirmed everything on email. On the collection day they said it is no van available for me, just ridiculous, awful experience, AVOID it!!!!