Enterprise Rent-A-Car UK Bewertungen 

Poor service and even worse customer service. I booked a car and even though they accepted my booking I was then given a van and given no advice about it. I later on received a speeding fine for going four miles an hour over the speed limit of the vehicle which was 60 miles per hour. At no point did anyone advise me the vehicle I was given had a restricted speed limit there was nothing in the vehicle to advise it had a restricted speed limit and when I questioned the branch the staff later I was told I should have been told but the staff member who dealt with you was new. I completely understand the liability sits with me but what I don't understand is why have the I've been charged in extra fine by the company to administer this this issue of their making and why am I liable for the cost of their error.b I was told by the brunch to contact a different department the different department continually tells me they've contacted the branch and I'm liable for the fine I've been back and forth between the branch on the separate fines department now four times and each time the only responses it's your responsibility to stay within the speed limit. I completely accept this my question remains how would I know the vehicle they supplied at a different speed limit and why do they feel it acceptable to ignore my questions and charge me for their error

Very disappointing experience – premium car booked but no premium car available
I arrived at 9:00am to collect a pre-booked premium hire car from Enterprise.
Stephan initially dealt with me. I asked if my 25-year-old son could be added to the insurance, but I was told that the additional driver had to be at least 30, so that wasn't possible.
I was then told I would need to provide a credit card for a £500 deposit. Stephan then stopped dealing with me and said that Zoe, the manageress, would deal with me.
Zoe came over, spoke briefly with Christopher, and then Christopher took over. I asked Christopher what his position was and he described himself as, effectively, the assistant manager.
Christopher then took me outside with two sets of keys. I initially thought I was being given a choice of vehicles. However, the two cars were a Skoda and a Nissan, neither of which was a premium vehicle.
I pointed this out to Christopher, and he actually acknowledged that they were not premium cars. He then told me that Enterprise did not have any premium cars available and that he could try calling around to other branches, including Cupar and Edinburgh, to see if he could find one. He said this could take some time.
That wasn't suitable for me. I had specifically booked a premium vehicle and had arrived at 9:00am expecting it to be available.
What disappointed me most was that this wasn't explained to me at the beginning. Zoe was only a few feet away and clearly knew what was happening. It was only when I specifically asked her if she was Zoe, the manageress, that she became involved and explained that there had been an issue with the premium vehicle and that compensation would apparently have been offered.
In my view, I should have been told immediately and honestly that the premium vehicle I had booked was unavailable, rather than being presented with two standard vehicles and only discovering the situation after challenging it.
I also previously hired in 2025 a Mercedes from Enterprise and afterwards noticed that existing damage had not been properly recorded. Fortunately, I had taken photographs of the vehicle before driving away.
I have two virtually new Volkswagen cars at home, including a VW Polo GTI and VW Golf, so I had specifically chosen to hire a premium vehicle for this occasion. I had no interest in accepting a standard Skoda or Nissan as a substitute.
After this experience, I would not hire from Enterprise again.
The issue for me isn't simply that the premium car wasn't available. Things can go wrong with bookings. It is the way the situation was handled and the fact that I wasn't told upfront that the vehicle I had booked was unavailable.
Very disappointing customer service.
Rental agreement 2135161750

Bourges Blvd, Peterborough PE1 2AF

I rented a car and overall had a very good experience. Everything was explained to me clearly, and the process was smooth and straightforward.

A special mention to Sayeed, who provided brilliant customer service and was very helpful throughout. The overall staff were friendly and professional.

Would definitely consider using their service again!

Appeared damage that was not picked up on the initial pickup of vehicle. I had done only 12 miles and the lower door of the van damage was without question not done by ourselves but a previous hire, in not being picked up at the time as indeed we hadn't.

Do not deal with these people, their service is rubbish. The first van I hired almost immediately came up with the message that brakes needed servicing. I had booked an 8am pickup for the next van, booked for 2 days hire, and received a call at 17.35 the day before I was due to pick it up to tell me they didn't have a van available because of "their systems". Once before I had hired a van, and ended up having to accept a pickup because of the same alleged problem. Then to cap it all it takes 10 days for them to refund my advance payment. If you don't want to find yourself without the vehicle you have already paid to hire, find another rental firm.

I am extremely disappointed with my experience with Enterprise.
I booked a rental car more than a week in advance and had my collection confirmed. However, just a few hours before I was due to collect the vehicle, Enterprise called me to say that the car was no longer available. This left me with virtually no time or options to make alternative arrangements.
This was particularly unacceptable because I was travelling with a group of 9 people, including elderly family members, and had already arranged and paid for a 10-day trip across various locations in the UK. Cancelling the vehicle at the very last minute put the entire trip at risk and caused considerable stress and inconvenience.
What makes this even more frustrating is that Enterprise is a large rental company with multiple locations. I would have expected them to make every reasonable effort to source a replacement vehicle from another nearby location rather than simply leaving me to resolve the problem myself.
Because I had to arrange another vehicle at the last minute, I ended up paying around £300 more than my original booking price. I have already raised a complaint with Enterprise, but so far I feel that nobody has taken proper ownership of the situation or addressed the loss and inconvenience caused to me.

I chose Enterprise expecting reliability and professional customer service. Unfortunately, my experience has been the complete opposite. In this situation, I feel that Enterprise failed to honour a confirmed booking, left a family of 9 stranded with almost no notice, and made no meaningful effort to resolve the situation.
I believe Enterprise should take responsibility for the additional cost I incurred and the significant inconvenience caused by their failure to provide the confirmed vehicle.
Extremely disappointing and, in my experience, highly unreliable. I would seriously reconsider using Enterprise for future family travel.

Did everything online - including check-in - arrived at 8am, the van was not ready, sat around for an hour while the branch staff arrived and caught up. Tank not full, despite a charge on the reservation for refueling. Exterior could have been cleaned better- interior good. Then I forgot to pay an auto toll - the DART charge - annoying to be charged an additional £35 for a sanctimonious email to tell me that I need to pay the penalty charge- duh- its in the terms

Hired a car but was not I asked for, it was also dirty.
Staff initially helpful, upon return they did not seem to care about my concerns.
A member of staff offered a refund, that was 6 weeks ago. I complained but the Area Manger never replied, it’s now escalated to the Regional Manager.
Pretty poor service all round.
Ref. 413D6Q/ESC1308

Arranged a weekend van hire via Ashford Branch and received email confirmation. At 1615 on Friday, the day before we were due to pick up the van, we were told they didn't have a van available after all. It was essential that we had a van for the weekend and this left us with very little time to find a replacement. We were disgusted with this incompetence and would never use Enterprise again.

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...