Enterprise Reviews 

In my case Enterprise rent-a-car has debited the same fees threee times without any notification or the evidence for what they booked. Getting an answer is only possible by call, which is difficult in some situations, especially when you are not a native english speaker. But I guess, this is intended to block complaints as much as possible. Strange for such company.... sorry.

Rented a van from Enterprise Falkirk. Was called at 1045 to say it had a puncture so wouldn't be available u til the afternoon.

Eventually ready at 4pm.

Only found out the excess was an incredible £2500 but could be reduced for £25 a day. Asked for a discount given we had lost a day and told no.

Had always found staff here helpful but not this time and these excesses just remove the whole point of hiring and make it too high risk.

I rented a vehicle from ENTERPRISE EDINBURG WAVERLEY. The fairly new compact SUV initially appeared to be in good condition, and the keys were handed over quickly. I inspected it at the collection point without a member of staff present, took a few photographs out of habit, and set off.

After a few hours of driving, the vehicle suddenly began losing speed for no apparent reason, and an engine warning light appeared on the dashboard. This happened on a motorway, placing us in an extremely dangerous situation. We were forced to continue at approximately 20 mph until we could reach an exit and stop safely.
We parked in a car park and called the emergency number provided by Enterprise. A third-party breakdown company told us that a recovery vehicle would arrive approximately three hours later. We waited with my distressed family, two hours away from our hotel.
When the recovery driver arrived, he said it was no longer considered an emergency because the vehicle was safely parked and refused to tow it back and told me to resolve the matter with Enterprise. This lack of assistance was appalling, but it was only the beginning.

Fortunately, the branch had not yet closed. A member of staff apologised and instructed me to leave the vehicle where it was and make my own way back to the branch to return the keys and collect a replacement vehicle. I was assured that the taxi would be refunded.
After considerable difficulty finding a taxi in the middle of nowhere, we reached the branch just before it closed. I was told the fare of more than £100 would be refunded within a few days and was given a replacement vehicle.

The rest of the rental went smoothly, and I returned the replacement vehicle with the same fuel level.

Two days later, however, I received an email stating that £20 would be charged to my credit card for refuelling. I had been charged for three litres of fuel, plus fees, even though the document stated that the tank was half full both at collection and on return. Apparently, customers are expected to measure the fuel level to the exact litre with their own measurement kit.
I called the branch, and a member of staff agreed that the charge was an error and said it would be refunded. Once again, this was not the worst part.

A week later, Enterprise’s damage claims team stated that the first vehicle had been returned damaged and that I would be charged an excess of £1,750. I immediately contacted the branch, as I knew I was not responsible, but was told the matter had to be handled by the damage claims team, a slow service reachable only by email.

At this point, I was furious. My family and I had already endured the distress of a dangerous breakdown, yet Enterprise was now suggesting that I was responsible for damage to the same vehicle.
I requested photographs to compare them with the pictures I had taken at the beginning of the rental. Three days later, I received images showing a small scratch on the driver’s door and scraping on the underside. Seriously, how many customers inspect the underside of a vehicle when collecting a rental car?

Upon review of my photographs, I could see that the damage was already visible at the start of the rental, although not as clearly as in Enterprise’s close-ups. And let’s not forget the obvious: even if any additional damage occurred after I collected the vehicle, it did not necessarily happen while it was under my supervision: I left it unattended in a car park awaiting recovery because Enterprise had explicitly instructed me to do so.

I sent Enterprise my photographs and disputed the claim. All my email remains unanswered. Instead, I have been sent an additional robotic assessment for damages I did not cause. I have also still not received the promised taxi refund.

This was BY FAR the worst experience I have ever had with any car rental company, let alone with any business.

Despite the dangerous breakdown and the distress it caused, I was treated with suspicion from the outset. Staff repeatedly assured me that matters would be resolved, yet the promised refunds remain outstanding, and the unjustified damage claim is still ongoing. I have wasted considerable time and energy on this, and it is still not resolved.

To anyone reading this: DO NOT EVER THINK ABOUT RENTING WITH ENTERPRISE, particularly in southern Scotland. The customer service was dismissive, promises were not honoured, and I was pursued for pre-existing damage despite having been involved in a potentially dangerous breakdown.

To Enterprise: I urge you to solve this.

Today, I rented a van from Enterprise in Bath. I was dealt with by Harry the branch manager. He was kind, courteous and very helpful. He took the time to understand my needs and recommended the perfect solution. He made the process, very easy and left me with a very positive feeling and an acute need to share my gratitude. Thank you Harry - you made my day run like clockwork.

⭐☆☆☆☆ (1/5)

My negative review is specifically about Enterprise Car & Van Hire – Cheadle Heald Green.

I arrived at the branch and, while I was there, I spoke to one of your telephone booking agents and made a reservation for a van for 10:00. Shortly afterwards, I received the official booking confirmation.

When I went to the reception desk, I was told that there were no vans available. Later, I called the same booking number again, spoke to a different booking agent, and they made another reservation for me for 11:00. I waited until 11:00, but shortly before then I received a call from the branch telling me not to come because there was still no van available.

My question is simple: if there are no vehicles available, why does your system allow customers to make bookings and send confirmation emails? And why are your booking agents making confirmed reservations for vehicles that don’t actually exist?

I would also like to mention the member of staff at the reception desk. His attitude was rude, dismissive and completely unhelpful. Instead of apologising or trying to find a solution, he showed no interest in helping at all.

As a result, I wasted almost three hours of my time and was left without the van that I urgently needed. My plans were completely disrupted because of your poor booking system and customer service.

This was one of the worst customer service experiences I have had. Unfortunately, I cannot recommend Enterprise Car & Van Hire – Cheadle Heald Green.

I recently reviewed enterprise after a bad experience. The Liverpool branch tried to charge us £1700 for what was clearly a blemish on the wing mirror, almost certainly caused by bird poo (we had the car for 8 hours). When I contacted the branch we rented from they said they had already rejected it and refunded our deposit. I asked them to put in writing that the car wasn't damaged which they did while I was on the phone (email).

A few weeks later and they have taken £500 from our credit card for it.

I called the branch we picked the car up from again and after being cut off twice and calling back they have agreed to refund the money, AGAIN.

Enterprise is surviving on fraudulent charges made to customers. DO NOT RENT FROM ENTERPRISE.

We will be doing another one way rental to Liverpool next month. It will NOT be from Enterprise.

I’ve been using Enterprise van hire regularly as my van has given up the Ghost and is unrepairable.
I’ve been happy with the service so far although this is an expensive way to operate for me.
Anthea at the branch has been most helpful with the hires,My only gripe is trying to return the van with the same amount of diesel as it came with.
I’ve also used Arnold Clark and they give you the van full of diesel making it easier to just top of the tank on returning.
They also have a loyalty scheme giving you 25% back on your 6th hire.Enterprise are missing a trick here as it’s be Much more appreciated by myself.
All in all a positive review is justified

I hired a large van from Enterprise in Elgin, Morayshire in June 2026. The van I picked up had around 37,000 miles but looked as if it had done 200,000 miles instead. Extremely dirty inside with staining on all the seats and the door cards looked as if coffee or tea had been spilled all over them. Of most concern was the missing brake pedal rubber which was quite alarming when wet - a real problem! The van oil light kept flashing on and off which did not fill me with confidence as to roadworthiness of the vehicle. The depot manager in Elgin (Jack) promised a £50 credit refund and despite 3-phone calls to him it never arrived. Lots of promises about “it only taking 3-4 working days.” So all in all pretty poor performance from the management and their vehicle preparation. It’s worth shopping around as a Trust Pilot Rating of only 2 is a good indication of what likely is waiting for you as a customer. I really wish I had checked the reviews.

Recently hired a Luton van from the Stirling branch to assist in a house move. The night before collection I was told the van was returned with a fault and needed to go to the garage for a repair so would not be available until 11am and they would phone me. 11am comes and no call so I ring, only to be told it's still in the garage and they will have a different one available for me at 1pm. I said I'd like a refund based on me losing half a day. I was told no problem, we will sort that when I come in. Arrive for collection and join the queue, only to see 2 members mocking a customer when she wasn't looking. Excellent. Get to the desk and go through the process. Mention the refund, and get told it will be processed when I return the van. 4 days later, I return the van and I am told I won't get my deposit back because they have found a small slice in the side wall of the tyre. I asked how do they know it wasn't there before and I was told "due to the dangerous nature of damage like this, and the health and safety implications, it is not something that can be repaired and it must be replaced. Also, how technicians go through a rigorous and thorough inspection process to check for this type of damage. Fortunately for me, I had taken photos when I collected the van, and found the same damage on the wheel before I picked it up, proving that they had a) not done their rigorous and thorough inspections and b) hired me out a vehicle that was not road worthy and exceptionally dangers to drive, their words, not mine. I have gone through the complaints process/team and have heard nothing in over a fortnight. Oh and still no refund for the original collection delay. Waste of space of a company.

Edit: Was contacted by Area Branch Manager Rebecca Brown who was very understanding and apologetic and provided a for full refund for the experience. Perfect customer service, which is what should have been provided by the other employees. Thank you Rebecca.

Would not recommend to anyone hiring from Enterprise. After returning the vehicle, I was accused of damage that I dispute as no proof it wasn’t there before and rude manager moved the vechile before a joint inspection and then told me of the damage!. Despite being told on Monday the ‘repair charge’ would not be taken from my bank account until the matter had been investigated, the money was still taken without any update or the promised callback. My insurance company is now disputing the claim. Very disgusting customer service and communication. Wouldn’t recommend to a fly

Unauthorised charges for refuelling. Promised twice now for a refund as their error but still nothing. Branch manager even confirmed it was done, but 3 weeks later still nothing. Personally I would avoid after crap like this.

I have had 2+ of years a decent experience with ERC, but in past 5 months, with the kind of experiences I have had, I honestly feel this is end of the line for me (just became a silver tier member lol).

So it started with a 7 seater SUV booking that I had, which they switched to a van. When the staff confirmed that they had no other option, I had to accept a van in exchange of the SUV. And things got dire from there. The car's assisted cruise had major issues (brakes to halt (not even slow down) suddenly if a vehicle passes you on the left and right. Upon informing the branch at time of return, they said they couldn't do anything. It was my mistake that I didn't push harder on it but to everyone out there, ANYONE GETTING A VOLKSWAGEN MULTIVAN FROM HERE, BEWARE!! its a FAULTY car could endanger you.

Then came my most recent rental experience with them, the most maddening experience you could have from a global firm. I got a MAZDA intermediate SUV from them, which at first glance looked like they just brought it from a workshop (all 4 tires glued, grease on the car). Within the first 2 hours, I got 2 warning lights in the car (Check Oil and BSM Malfunction light). I was 100+ miles away from the branch at this point, so imagined calling them would help. No responses at all after 10+ calls. Upon contacting customer care, they said either I could call AA or could visit a nearby branch from my location. Decided to visit the Chester branch, they cleared all the errors and handed the back to me saying there is nothing else that they can do. And at this point, it has been 2 hours already since these issues, no response from the branch. Disappointed with this, had no choice but to take the car again, and then things started happening. I haven't seen errors like this in any car I have driven so far. I had to literally stop at one point to see if the car was burning up. At this point, we understood there was no point continuing with this as even if AA came to pick the car, they would just leave us stranded. So we cancelled our engagements and headed back to the hotel.

While returning the car, I asked the manager as to why they don't pickup calls and he had the lamest excuses. This is when I realised the branch had gone to the dumps.

To anyone, if you want to rent a car from Rotherham branch, please do it at your own risk. The branch won't help you. Other branches won't help you because it is not their car and eventually you will just end up calling AA, leaving you stranded without a car.

Enterprises booking website accepted a booking at our local branch, only to be called by the branch an hour later advising they would have to cancel due to lack of availability. This is such poor service, really disappointing! Bet it takes them longer than one hour to issue our refund...

Was given a hire car by the insurance company. It wasn't clean and stunk inside. But it was only for a week.
What really urked me was when I handed the car back, I sat in reception waiting for my car to be checked. A guy on the phone was talking to a lady that had handed her car back. He claimed that there was a tear in a tyre. She pushed back, he said he needed to charge £2500 to her card and would refund any excess once kwik fit had changed the tyre. He then put her on hold and spoke to his manager saying the lady had pictures of the tyres taken open rental. The manager replied, charge the card now before she can freeze her card. Remember, sell, sell, sell, sell.
What a terrible company to incentivise their staff like that. Shame on all of you.

I’ve hired 2 vans this week to move house.
First one from Liverpool, the Ad-blue warning light came on just after I left the depot.
Second van from St Helens, the oil warning light came on, not sure what that says about vans being checked after they have been out on the previous hire.
For the second van, I ordered a Luton but the depot rang me to say that wasn’t available, why did the website allow me to order in that case?? Probably to ensure they don’t lose the sale. IMO, issues back of office, however, customer service on both occasions was first class, apologies to the guys in Liverpool, I didn’t get any names but hats off to Tom at St Helens. Thx guys.

Needed to rent a van for a flat clearance. Hired a 3.5tonne van from the Truro branch and paid extra to bring any excess down in the event of an accident. Was shown around the vehicle and small areas of damage pointed out. Was told what would constitute a claim. Not normally being a van driver, I did not think to look up when checking the vehicle and drove away. I only travelled on proper roads, had no need to go down narrow roads and didn't experience any tight spaces, high or low.
When I returned the van the assistant came out to check, starting on the right side of the van and working his way around it. He did not look up towards the roof as he carried on around the back, down the nearside and to the front. At this point he then looked up directly to an area of damage just below the roof line which consisted of two dents and some scratches. The bare metal showing appeared to be weather worn and this looked like old damage. He stated he would have to check his system to see if this had previously been recorded and I was unconcerned at this time as I knew It had not been caused whilst I had the vehicle. After what seemed an age he came back to me and stated I would have to pay a £250 excess for the damage. When I complained, his manager, who said it was his first day, came to look. I pointed out the damage was clearly old but he stated he wasn't a body work expert and he thought it was new. When I suggested getting someone from a body shop nearby to look, this was refused.
I have ended up paying £250 so that someone who didn't check the van the last time it was returned could save face, or even their job.
The funny thing is, I was assured they check the vans thoroughly when they are returned but I found an empty can in the loading bay area of the van when I had it. Clearly their idea of thorough and mine are very different.
If you have to hire from them, do not trust them and go over every inch of the vehicle inside and out, taking time and date stamped pictures, before driving off.
Personally I will never use them again!

Great customer service at Sunderland branch staff are amazing friendly and very helpful Dan the number one star keep me on the road all queries answered within a timely manner would highly recommend this branch to anyone very approachable 100% customer satisfaction

If I good give this company 0 stars I would had an accident and they closed the credit hire claim have made it very difficult I’m left without a vehicle an accident management company booked me a vehicle and they delayed and they have closed it down avoid enterprise as they will leave you with nothing but on hold and disappointment very poor service from such a large company

My experience with Enterprise has been extremely disappointing.

I collected a van with half a tank of diesel and was clearly instructed to return it with the same fuel level. I did exactly that, yet after returning the vehicle, Enterprise charged my card for an additional 8 litres of diesel.

When I contacted customer service, I expected them to explain how they concluded that extra fuel was required. Instead, I was simply told that the charge was correct, without any meaningful explanation or evidence to support it.

To make matters worse, although I was eventually sent an invoice showing the charge for the 8 litres of diesel, there was still an additional amount debited from my card that was not accounted for on the invoice. When I queried this unexplained charge, I still did not receive a clear explanation.

It is unacceptable for a company to take money from a customer’s card and then fail to fully explain or justify every charge. Customers deserve transparency, accurate billing, and proper customer service when they raise legitimate concerns.

Based on my experience, I would advise anyone renting from Enterprise to carefully check their invoices and bank statements after returning a vehicle, and to question any charges that are not fully explained.

I had an accident with the car, covered by my insurance. They want me to pay them the 8 days they couldn't rent a car to another person because it was at the workshop. That's not only utterly absurde, they also refuse to give me any explanations on how they have used my insurance, radio silence on their side. Lots of hidden costs. Avoid if you can.