Enterprise Rent-A-Car

Reviews, complaints and customer experiences (12)

I have been once with enterprise rent-a-car and the experience went pretty well. From booking to returning the car, it was smooth. Overall behavior of the staff is nice and friendly. They help getting you the best you need. So I surely will go for another renting experience with them as I often go for various occassions where I need these rental cars. The cost in comparison is average but still cheaper than lot of car rental services around.

Phoned Enterprise northwich with last minute request for a van after being let down by a friend.

Suhaib the branch manager was brilliant.

So so helpful pleasant and professional .

Many thanks suhaib

Andrew.

If I could give a 0 star I would.
Rented a car from enterprise hemel hempstead for my wife without hassle as her car was being repaired.
We rented for 4 days and unfortunately our car wasn't ready so needed to extend.

I called enterprise hemel hempstead to see if I could extend for a further 4 days to be told it would cost over double what I originally hired it for. I asked how? So they said it was an Internet price the first time round. We are best to book online again bring the car back and take a new policy out it would be cheaper. So I did. Money taken almost instantly. However when we returned the original car we was told we can't take the next one as the car was in my wife's name and the deposit on credit card was in mine.
This was how we done the first car without hassle. So I'disputed it as my wife doesn't have a credit card. They then just got all blasé with me and so unhelpfull. I was there with my wife and 2 young children and was without a car to get anywhere. Let alone back home. We had plans for the day which we could not fulfill. We had no choice but to leave and pay for taxi to get home. We had booked tickets for an event for me and my family to go to. Lost that money also. I asked for a refund of the money to be told it can take up to 3 weeks. Its now been and heard nothing. I was supposed to receive a call from someone 3 days ago. Nothing. Iv sent emails and all I get back is someone will contact me. They can't refund me direct because the owned by the American company apparently. I have used enterprise for years. Never again. Absolute joke and very unprofessional

Having been cheated by this company due…
Having been cheated by this company due to the incompetence of the staff and the fact that they fail to admit they're own failings I would advise any further potential customers to read the reviews here so that they can make a better informed decision. Never again would I use or recommend Enterprise van hire. They're bullying attitude to making customers pay for Enterprise's own mistakes is disgusting

Terrible company, terrible service. After taking over £900 & confirming a booking in person & via email, they cancelled with less than 24 hours notice, apparently couldn’t find a car!! Then informed me a refund would take 5-7 days!
Shop elsewhere!!
Would not give any stars, but that’s fixed!!!!!

I found too many compromises using this company , could only supply suv in time for me to get to work, this after being offered a car the previous night if I was prepared to meet them at a nearer location!
Considering my car had been written off 2 days after buying by a plant hire fork lift on new homes site
Wasn't in a position to meet someone after 10pm without means to do so.
After using the suv for over a week I arranged to drop it off at Newbury as I had finalised purchase of new car.
Returned car with extra fuel and asked as car dealership 1.5miles away if could possibly drop me off as had been up since 5am and had a few heavy bags that would be too difficult to walk with.
Was declined... so much for American customer care huh? Then was told was damage on car new damage as to which I was unaware and wasn't done by me , I made a call to the car dealer and was collected by the dealer luckily , so fast forward till last night received an email with pdf 5 page invoice with an amount to pay and a message saying will take payment within 14 days using card details given! Which correct me if I'm wrong sounds like bank acc ....
Totally unacceptable
Even adding £50 admin to the bill! This on a car that was a courtesy car that didn't meet my requirements suv 7 seat!
Needed a small car...
At no point has this been enjoyable experience
Worse that my car got written off then the courtesy car gets damaged none of which was my fault and get poor service and treatment from a reputable company.
I will not be using this company ever again and will not be referring them to anybody either .
Do yourself a favour go elsewhere, in hindsight wish I had..

Appalling service. As a grandmother I have been left alone without a car in a rural area for over a week. Enterprise were supposed to provide the car but their incompetence, lack of care and complete lack of efficiency or integrity has left me in this situation, You will spend hours trying to get through on their Very busy telephone lines and when you do the indifference is astounding. My advice AVOID THIS COMPANY AT ALL COSTS.

Enterprise notified me on 13th April 2021 that I have incurred a Traffic Violation while renting one of their vehicles and that they would be sending my details to the issuing authority to have it put in to my name. In this letter is clearly states in this letter ‘we are required to provide the hirer details to the relevant issuing authority who will in turn re-issue the fine to you’ and ‘The administration fee is NOT part or full payment of the fine. You will need to pay the fine separately’.

I emailed Enterprise 3rd May 21 as Enterprise deducted the £35 admin fee and had not provided me with any verification of the alleged traffic violation.

On 7th May 21 Enterprise replied to me with details of the Traffic Violation and advised:

As detailed in the customer letter your details have been sent to the issuer for transfer of liability and reissue of the fine to you in your name

This process may take up to 6-8 weeks to be completed by the issuing agency but may take longer for a police fine. Once you receive this you may respond, pay or appeal as required with the issuing authority.

The admin fee has been charged in line with the terms and conditions of the rental contract to which you have agreed when signing the agreement and taking possession of the hire vehicle. Payment of the fine remains your responsibility.

On 29th June 21 I received an email from Enterprise advising that they had a paid the fine on my behalf and that they would be deducting the £30 from my account.

I replied to Enterprise the same day and advised that they do not have the authority to deduct the £30 from my account and I do not give that authority. The fact the Enterprise paid the fine waived my rights to respond, pay or appeal the fine (I fully intended to appeal the fine).

On 1st July 21 Enterprise deducted £30 from my bank account………………………….

On 5th July 21 I emailed Enterprise advising that they had no right to pay the fine on my behalf (which automatically waived my right to appeal) or to deduct the £30 from my account. The previous two emails/letters clearly stated they were forwarding my details to the issuing authority for the traffic infringement and that it was my responsibility to pay the fine. In Enterprise Terms & Conditions it also states clearly the ‘The Renter’ is responsible to pay fines etc.
Section 4 (a)(vii) advises that the Renter is required to: pay any administrative fines, fees, charges, costs, penalties, or other fines that are imposed, issued or incurred in connection with the Renter's usage of the Vehicle during the Rental Period (including usage of the Vehicle by Authorised Drivers or other third parties who are permitted by Renter to use the Vehicle), such as fines or fees for illegal parking or speeding, non-compliance with bus lane, congestion charges, tolls or violations of the rules of the highway or traffic offence or contravention in any country, in all cases, to the extent permitted by law and not caused by Owner;
Nowhere does it say that Enterprise will pay the traffic on my behalf and therefore waiving my rights to appeal the infringement, in fact quite the opposite as per the extracts from the two letters/emails sent to me by Enterprise.

Needless to say that I no longer rent any vehicles from Enterprise and will not recommend them to anyone moving forward.

Avoid this company like the plague!!

They will rob you if you don’t stand up and investigate yourself.

An utter Disgrace is how I would describe my recent experience.

They tried to get paid twice for damage that was already there when they gave me the car!!

Rented a car for 1 day to get Home after a vehicle theft while travelling. Car was not collected thd next day. Made numerous calls and finally four days after collection was due I took the keys to the local office as I didn’t want to drive it uninsured.
5 days later they collect the car and begin proceedings to pursue me for damage to the car that was already there when I collected it. They have a national system that tells them this. But instead of checking they attempted to get paid twice for the same damage.

Can you explain how this is not theft or indeed fraud?

When I mad one call to the supplying branch they confirmed I was not liable in 5 minutes or less. So how did a fellow branch “accidentally” forget this one step.
Trust pilot score of 1.8 tells the story of how 72% of their customers rate them as BAD.

When confronted with all the above, the response. “I apologise. Nothing else I can do”.
I prefer to take my business to establishments that value goodwill.

Had a car accident and unfortunately I have accepted a courtesy car from enterprise for 3 weeks while my car was being repaired. The cost of the courtesy car to the insurance was about £500 per day.

Following the end of the rental period, the driver inspected the car and confirmed there are no damages, 3 weeks later, I get a letter from enterprise claiming a nail was found in one of the tyres during my rental period. I have written them an email rejecting the claim, they simply ignored the email and charged me the costs of changing the tyre.
Terrible customer service when I called the next day. Unfortunately I will be taking this further which will be a real waste of time.

Rented a van from them. The van was covered in small scratches, and several debts and I pointed as many out as I could when I collected the van. I was told they were all under the size and nothing to worry about.

Get the van back to them and they suddenly spot a small looking scratch on the front bumper and home in on it. The scratch was apparently bigger than their tool, but under the bumper where it couldn't be seen - the small area that you could actually see was way smaller than the acceptable limit.

They accused me of the damage (which I didn't cause, and was clearly related to existing damage that I had noted in the morning when I collected it) and proceeded to charge nearly £900 to my card - which I had specifically told them they were not authorised to do as I was contesting their claim.

Don't trust these scammers. I made the mistake of not photographing everything before I set off.

I had car crash and my insurer (Zenith) arranged a courtesy car through Enterprise Rent a Car. I was told what to do, what car and where to be.

Since then I had miss information from both companies, included telling me it is all fine and not to worry. Enterprise Rent a Car then called me to instruct me that I have to take the car that same day, with no warning and leaving me with no car if I had.

A few days later, once I had spent the last few days chasing the companies involved, rushing to find and buy a car the Enterprise branch then rang me. They asked if I was free for a discussion, I was not so I asked for them to email me. They instead took it upon themselves to take £141.08 without any information or invoice.

They were helpful and friendly company on the first day and until I took the car. Once they had me signed up they changed into a miss informing and dishonest company. Please take your business elsewhere, do not risk being in a similar situation to me.