Enterprise Reviews 

The online booking process was straightforward and easy to use. However, the problems started when we arrived to collect the car.

First, we were asked to provide proof of the address where we would be staying in Spain. While I appreciate this may be part of their verification process, the only documents I was told to bring were my driving license and credit card. If you are renting from this branch, I would recommend bringing proof of your accommodation.

The second issue arose during collection. We were told we needed to pay again for the premium insurance, despite having already purchased it as part of our booking. This was clearly shown on my booking confirmation. Even after I presented the receipt, staff argued that the insurance had not been paid because the receipt showed a price rather than the word "included", which is how the basic insurance appeared. After I added up the charges listed on the booking and demonstrated that the premium insurance was already included in the total amount paid, they eventually agreed.

The final issue is still unresolved. After returning the car, I received a call confirming everything was fine and that my deposit would be refunded. However, when I checked my bank statement, €50 of the deposit had been withheld. I attempted to contact the branch by phone three times but received no answer.

I then contacted customer services through their messaging system to ask about the charge, as I initially thought it might relate to local taxes based on the receipt. I was informed that the €50 had been deducted because we had supposedly opted for roadside assistance. This was surprising, as I would not have agreed to this additional cover. We had already taken out the no-excess protection and only rented the car for four days.

What made this more frustrating was that the car was provided with an almost empty fuel tank, yet we returned it with an almost full tank. Four weeks later, I am still trying to recover the €50 and the case has already been escalated twice.

To be fair, the car itself was in good condition and we experienced no issues with it during the rental. Also, compared with some stories I've heard from family members who have rented vehicles in the area and faced much larger disputed charges, €50 may not seem significant. However, I specifically chose a reputable company, paid a premium price, and still encountered unexpected charges, poor communication, and an unnecessarily stressful experience.

Good morning.
Today I booked a van with Enterprise in Dover, with pickup at 12:00. The reservation was confirmed and paid. An hour later, a staff member from the Dover branch called and said I could only collect the vehicle with a credit card. They don’t accept a debit card, unlike usual. I was surprised because I always use my debit card to rent the car from them. So I asked them to cancel the reservation. They did that without any problem but charged me £40. They said the booking can be cancelled up to 72 hours before pickup. But I made the reservation only four hours ago !!!!! Unfortunately, this is yet another company that treats the customer like a slave. You’re expected to show up without discussion, meet all the conditions that benefit the company, and in the end pay.

Soon we’ll see the company’s “delightful” response below.

If I could give **zero stars**, I would!
After six years of hiring from Enterprise/Alamo every 6 weeks and spending over **£2,000 a year**, this is how they treat a loyal customer.
I returned my car out of hours and was later accused of damaging a tyre. I know I did not cause the damage, there is no way I could scrape a wheel trim and cause 2 deep gouges to a tyre and not be aware! I asked for simple evidence, when the car was first inspected after I returned it, whether it was moved before inspection, and who had access to it. They ignored every one of those questions. Instead, they hid behind their so called“20 point inspection” the same inspection that had already missed obvious damage to the car when I collected it and pointed it out.
To top it off, they charged £96. 50 for the tyre and then add on another £ 78 in “admin fees”for a claim I completely dispute and is being independently reviewed. Honestly doesn’t matter to me, I’m fully insured, it’s the principle of knowing I’m paying the price for something I did not do! I’ll never use Enterprise, Alamo or any associated company again, their loss of 2k a year. Be very careful if you return a vehicle out of hours and definitely again I will video the whole car even at 3am when it’s pitch black!

I hired a car in Geneva from these ridiculous people. The hybrid Honda they gave me had multiple electronic issues, like a boot that would not close and a fuel cap that would not open. Then it was completely dead on the second morning. So we called the recovery number and I spent the day exchanging it at the airport. I now find that they have billed me over £700 for the callout and £10 for the fuel which I was unable to refill. Staggering!

Booked a van from the Sutton Coldfield office to move my daughter. Didn't have the van I booked. I agreed to take a smaller one. And was offered a refund. What they actually did was charge me again and whacked on insurance I didn't want or need because I'd arranged it separately. The most expensive van hire I've ever had....£150 for a tranny for two days including the insurance I wanted and the policy I didn't want. Also, because the van was smaller it took me four trips instead of two!

Absolutely rude arrogant staff! Need to learn to respect! Pathetic people! Not like they give the cars for free we pay for the hires but these staff act like they own the place!! Stay well away from enterprise queens road bradford

My car failed it's MOT so tried to hire small car for 1 x day as I had appointments the next. After AI bot and press 1,2,3,4 etc, when eventually thru to a human, no greeting just Qs and wrong assumptions about my call despite Qs already answered with Bot!!
Started conversation again......cut off!!

Called back via bot & runaround b4 human. No record of previous call.

THIS HAPPENED 4 X TIMES....each person apologised saying calls been dropping all day!! I finally completed booking & email confirming time of pick up 5.30pm for 1 x day.

Received voicemail asking me to call back as they needed more details!! Called back...... via usual rigmarole....
to be told no details required.

They called me 5 mins later asking for more details, no knowledge of previous calls. Nothing recorded but could see booking.

2 hrs later, and nearly time for pick up, called again and was asked What time I would be arriving to pick up???

Told her I was waiting for 5.30pm pick up. 'Oh we can't pick up at that time, we close at 6pm' 😡😡😡😡😡 'can't you get an uber and we'll give £20 petrol discount??

Wearily, I just said if I could be bothered and hung up in disgust.

What the hell is all this madness? No wonder poor mental health on the increase. No phone numbers only websites and contact forms that no one ever responds too.

I'll use taxis everywhere for next 24hrs

Enterprise used to be very easy & reliable but now a pile of crxx!!

Booked van on website done all the paperwork online fast check in went to pick van up tried to pay over £1,000 on my card for rental blamed my card really they never had the van as promised , went next door to St Albans van hire van straight away no problems paid and driven off , I would never go to enterprise again poor treatment of customers.

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!!