Enterprise Car Club (UK) Anmeldelser 

Takes ages if you email them for a reply and they have withdrawn a number of car from my area
Glad that I don't pay a high membership fee
I have to say that the proper Enterprise car hire is the complete opposite, wonderful helpful staff
How ironic a car club makes you want to buy a car !

The service from Enterprise Car Club is awful. I use an EV close to my home regularly, I always leave it on charge as required. The last two times I have left the car I have received an email three hours later telling me I have not put the car on charge and I will be charged £30 for someone to come out and put the car on charge. I live less than five minutes away if there is a problem call me.
When I called to tell them I did leave the car charging and it clearly said it was charging, they said it was an error and I wouldn’t be charged.
On Friday, I could see a £30 charge on my bank account, I called again, they said the charge would be reversed, it wasn’t.
I called again on Saturday, again I was told the charge would be refunded.
I called again on my day and I was told the charge would be refunded, and someone would contact me. That hasn’t happen. Today the £30 charge has gone through and still no-one has called me.
I will call again today.
I never had any problem when CoWheels ran Car Club in Norwich. I have used Car Club since it first launched, it is so useful when you don’t own a car.

Ive been trying to apply to Car club for MONTHS now, as I just moved to the UK and need vehicle access for many daily things. They continually deny my appliations, once for an "expired" lisence, which, they just read wrong and my livence is fully active, and 2 for "not enough public records linking me to my address". I have registered to vote, I have bills for months now in my name at my address, I have my tenancy agreement and rent payments, and they refuse to take any of this as proof. Every time I call, they say there is nothing they can do and to just "try again" or to call the credit company that does the checks. When I called the credit company, they told me that Enterprise sets the conditions, not them. They were far more helpful than Enterprise. 0 customer service support and 0 flexibility on allowing people to get memberships in any sort of way that is easy. I think I'll just be taking my business elsewhere to Co Wheels instead.

Incredibly incapable and incompetent operations specialists.

I had hired a car one time and reported any damage prior to starting my hire. I only took pictures of the damage and not other parts of the car, that were all fine (make sure to video the entire car, every nook and cranny prior to hire).

I received an email almost a week later, saying that their fleet staff reported damage on the car’s tire 5 days after my hire. When I had ended my hire, there was no damage. This was also, a whole 5 days after I had used the car. Enterprise asked if I had proof there was no damage to the tire after I ended my hire, I said no as I did not take pictures of things that were not damaged (make sure to video the entire car, if you can also lift it up and film the underside, do that too). They said I would be charged for the damage as I had no proof there was no damage (there is also no proof of the damage existing when I ended the hire), which is ridiculous given it happened a whole 5 days after my hire.

There is potential for so many things to happen in those 5 days when the car is just parked on the side of the road in London. The operations specialist, was extremely unhelpful, almost giving me the impression that either she did not want to explain why I was being charged for a damage found 5 days after my use or just unable to use simple logical reasoning. They had completely ignored my ask.

Luckily I had taken out the extra insurance so the max excess would be £250 instead of £1000. I have disputed their claim and they have yet to come back to me. But everyone has been incredibly unhelpful, almost as if they are trained to ignore and divert queries. I don’t think I will use their service again, but if you do make sure to pay for the extra insurance. I would rather ride a donkey than deal with donkeys.

Wrote a review in order to get a response as this seems to be the only way to get customer services to pay any attention.

Prior to my first review, I had asked for close-up photos of the damage I had apparently caused as I was sent tiny, almost unviewable photos.

Following my review, the person responded. However, they sent me photos taken on a different date and not relevant to me.

I explained this and CCd in customer services. The person hasn't replied. Of course, nothing has been done about this. I am hoping by writing this review, they will either send me the correct photos of the damage I caused or refund the £250 taken.

Naturally, I'm going to keep leaving reviews until either they show I caused the damage or refund the £250.

I tried to unlock my reserved car through the app, but it wouldn’t open. After calling Car Club, I was told there was a technical issue and no nearby cars available. The car was parked at the Enterprise Hartcliffe Way, Bristol branch, so I went inside to ask about renting one directly.

Despite being a regular customer and having rented before using a photo of my licence, the branch manager was unkind and dismissive, refusing to help or offer any solution. I was left stranded with no support — a very disappointing and unprofessional experience.

Swati from membership was so brilliantly helpful and patient and genuinely helped me figure out a problem that was spinning my head haha. Give the woman a raise!

Unexpected charges of 1,250 GBP to my van rental

I have rented a van two weekends ago and while parking, I had a small accident. I have reported it after the problem, and saw no charges. I moved on with my life. Last Friday, without notice or explanation, they charged me 1,250 GBP, which is definitely not the value of the repair for the problem I caused. No explanation, no invoice, no heads up. I thought it was fraud. I have asked for an explanation, but this is still appalling customer service. You cannot surprise people with a charge out of nowhere for full excess damage without a full explanation and a charge heads-up

I'm really disappointed how predatory this process was, and now I understand why people don't report damages at all to the vehicles. The van I picked up had a broken rear light, which I'm now sure wasn't reported for this reason.

Its a scam on prices

Yet another terrible experience with Enterprise Car Club. I deliberately booked a larger car which was described as having usb sockets. Surprise, they’d blocked them off to be unusable. This meant I had to use my phone as sat nav and on site with no means of charging it. By early afternoon my phone was dead. No sat nav, no means of contacting colleagues, no way of reporting or recording anything if I was in an accident. To make matters worse, I had to cancel my late afternoon visit as I had no use of my phone. I had to go home to charge my phone. To add insult to injury, the payment card in the car was refused at 3 petrol stations so I had to pay for the fuel myself.

I just walked around a car park in a deserted office estate for 1/2 hour in terror looking for a non existent car I had booked.

Why would I spend energy on an 'investigation' that at best will result in an apology? The car wasn't there. Simple. I needed it to go to a memorial service for my husband.nit a shopping trip I was devastated.

Poor customer service experience with Enterprise Car Club, Bradford. As a witness to the entire application process, I was privy firsthand to the mishandling of my son's rental application. The escalation manager, Judy, only intervened after we refused to disconnect our 2nd call, which had been put on hold by the application handler, Sara for around 5-6 minutes. It seemed like a clear attempt that we just disconnect the call, to avoid a poor customer survey rating at the end of the call. This escalation manager Judy was condescending and unhelpful, citing an unjustified 'address mismatch' claim but refused to give us the same on email. She got defensive and rude and as a paying customer we saw no need to take such attitude from her. Her unprofessional demeanor led us to take our business elsewhere.

I am appalled by the tactics used by your staff, specifically the manager, which I believe led to my daughter scuffing a car on your lot. My daughter, who has only been driving for a year, was encouraged to park in a specific, difficult spot, which resulted in the incident.

Given the prior inconsistencies and poor customer service, I believe this was an intentional act to unlawfully withhold our deposit. We have already filed a complaint and contacted your help number, but we have received no satisfactory support. This situation feels like a scam targeting unsuspecting drivers, and I assure you, I will not cease until our deposit is fully refunded.

The manager Farajan should be sacked for being incompetent , inciting strife and trouble to the doors of enterprise by pulling such a stunt!

Im guessing if I turned up with a big gorilla looking husband he’d soon refund our money ! There’s a name for people like him.
But seeing as where just women, (probably man less in his tiny mind) so he feels superior behind his tiny desk to try this criminal behaviour. Even encouraging us to hire the vans out for carnival and illegally hire it for more cash to others which goes against enterprises terms and conditions. He looks wired and evil and I’m sure where not the first consumers he has stitched up ! Updated edit: Can you please provide the trust pilot account name so I can place this review in the correct place. Thank you

Dealing with enterprise car club reps and their escalation manager have been incredibly frustrating. After rejecting my application based on identity verification issues, which I verified at their local branch following the direction given to me on email, they started making excuses as to why my application was rejected on call without any emails. When I requested I have this in email, their escalation manager Judy, who was extremely passive-aggressive from the beginning of the call, started to behave nonsensically. She kept interrupting, mocking, and speaking in an extremely rude way. I find it ironic that a company would hire such a rude and unprofessional person as an escalation manager. Not to mention I never got a chance to even request to put in a complaint considering they kept cutting the calls right after interrupting us with a “thank you” and a “goodbye”?

My recent experience with Enterprise Car Club has been extremely disappointing. I dealt with an escalation manager named Judy, whose manner was rude, condescending, and unprofessional. Instead of helping to resolve my concern, her tone came across as passive-aggressive, which only made the situation more frustrating. This interaction has completely eroded my trust in the company, and based on my experience, I would not recommend Enterprise Car Club to anyone

Just watch out when you start your booking, check for any previous damage, no matter how old it looks. If you're the last one to use the car before one of their 'inspections', they clobber you for any work that needs doing!
On the plus side, if you contest the damage, they'll offer you a discount!

I had a disappointing experience renting a vehicle from Enterprise Car Club today.

I collected the car from the designated Car Club parking space at 4 Lillie Square. Upon returning, 10 minutes before my booking ended, I discovered that both reserved Enterprise Car Club bays were occupied by non–Car Club vehicles. This left me with no designated space to return the car.

Under time pressure, I had to finish my trip leaving my car on the side of the road nearby. Then I called the Customer Support line for assistance. Unfortunately, the representative I spoke to appeared unfamiliar with how to resolve this situation, despite it likely occurring before. Specifically:

- He was unable to provide clear guidance on where to park the car instead.

- He declined to extend my booking time free of charge to allow me to relocate the vehicle.

- He stated that any potential parking tickets would be my responsibility, effectively shifting the responsibility for the circumstances out of my control on me.

- Finally, he suggested I this car in any “free car park space” but offered no examples of where those could be found. Especially within central London where parking is highly restricted.

Unsatisfied with this response, I ended the call and approached the Concierge Desk of the estate, who kindly recommended me an alternative parking location within the estate. After that I contacted Customer Support again and spoke to a different representative (a lady). She agreed to unlock a car so I could move it to the new location and assured me that I would not be charged for the extra time required.

While I appreciated the second agent’s assistance, the overall handling of the situation was below expectations. The lack of preparedness for a foreseeable issue, coupled with inconsistent customer service, left a negative impression of the Enterprise Car Club experience. I am now considering alternative car rental services since I lost faith in this one.

I tried to cancel my membership by following the link in the email which informed me the membership would be renewing; this involved filling in a form. You receive no acknowledgement of the cancellation though and I later found out the cancellation hadn't been actioned and another year of membership fee had been taken from my account. I called customer services who told me "it's best to phone us, the admin team have a backlog and probably haven't actioned it". If you can't action cancellation requests, you shouldn't be taking customers' money! Many customers will getting charged for a service they did not want and this is very dishonest / poor business practice. This is not the first time I have had difficulty cancelling the membership as I had a similar experience (though I had tried cancelling by email) following a previous period of membership.

I have had a membership on a couple of occasions (i.e. multiple years) and used the cars many times - this is mostly fine albeit sometimes there are issues with the process or car parking space is blocked when you go to return the vehicle.

It started of really well I liked using them but since August 2024 I was forever complaining it started they charged me £65 for a parking permit
But since then it went down hill I seemed to be complaining they never get back to you when they say they do and they just make things up now I've closed my account which I never wanted to but they caused problems in my personal life because of the stress they caused me since August

Used car club for 1 month now - it's terrible.
They leave their vehicles in poor condition. Got in a car with a low pressure tyre, was told to drive it to a garage, but if there was an accident while driving it to a garage due to the tyre it would be my fault. They wanted me to get the tyre filled with air myself. I refused and was left with a big problem cancelling the booking. This all took place before the journey started. That has happened twice now. I am not paying to have their vehicles repaired. I book the car because I need to get somewhere!

I am only using car club if I have no choice now. Video the vehicles before and after use as they try and fine you for things you dont do. Customer services, those guys are either not trained or are bitter about life. They are miserable on the phone and treat you like an inconvenience, literal definition of "do not care"