Enterprise Car Club (UK) Anmeldelser 

There should be a report on existing damages to the car

If I could give zero stars I would! I originally hired a van from the castleford branch of enterprise. I had paid online. When I arrived at the branch they told me they didn't have the size van I wanted available and asked if I would download the car club app. I did this and entered my details including card details. I used the van and returned it a day early as it was no longer needed. They have then proceeded to take an extra £269 from my account without explanation or authorisation from myself. I have tried contacting them to ask why this is and been told different things by everyone I've spoken to. The last person I spoke to said he would look into it and phone me back. He has never phoned me. The customer service and general behaviour of this company is disgusting. I will never use this company again and would highly recommend to everyone to avoid them at all costs!

On my very first car booking Enterprise changed the location twice. Then the previous renter overran 45 minutes making the point of the hire almost pointless. Enterprise did the decent thing and gave me the hire half price. On the second hire they relocated the car so far away from where I needed to be it made the entire morning unachievable. I would have to travel 50 minutes, collect the car drive 30 minutes to where I needed to have use of the car for 1.5 hours then drive back to the car club location for 20 minutes to then travel home for 50 minutes. The travel to use the car for 1.5 hours would take 2 hours and 10 minutes! A total shambles. In the end I had to cancel my plans because there just wasn’t enough hours in the day to do all this traveling for a lousy 1.5 hours of car use.

The staff were very helpful and professional when I delt with them. The van was clean and extremely comfortable to drive.

Works well and reasonable pricing

Car club is a good concept, and when it works well it is a good service, however there is a problem.

They have about 12 cars in service in the Portsmouth area, but only 3 (25%) are Automatic Transmission. Given that with advent of electric vehicles more and more people now have automatic only licences. I am an automoatic driver and recently had the experience of being told 13 hours before mu hire that the car I had booked suddenly needed maintenance, another automatic car was also in the garage, and the third olne was booked. As I needed the hire I accepted a manual under protest. I am licenced to drive one, but am not comfortable doing so.

Anyone who is lcensed to drive a manual can drive an automatic, but not vice versa, so enterprise needs to look at it's car replacement policy.

I'm being charged after usage for **someone else's damage**.

When I went to take the car, there was some light damage that I reported in the app. The problem is the app didn't ask me any details. It didn't ask me to take pictures. Nothing. Just continue as usual. Which I did, and had an uneventful journey. No damages or anything like that. I returned the car as I found it.

A couple of days after I'm contacted that damage was found on the car bettween fleet inspection so they are looking for the person who did it and asked me for photos. I didn't have photos because nobody told me I needed to take photos! I wanted to report the preexisting damage when I was there and clicked on the app but wasn't given that option, and now I'm told I have to do it??

They I formed me that due to not having photos I have to pay for the damage.... For SOMEONE ELSE'S DAMAGE?! How is this normal? I'm a person who owns their mistakes and would happily pay if I had done something wrong, but this is not my damage.

I would not recommend using enterprise car club. This was my second time using them, after months and months of cars not being available or being cancelled last minute. And after months of waiting this injustice happens...

Totally fluid enrollment process, extremely helpful branch staff in Cambridge, very new and clean rental vans, very well designed app.

There haven't been any Car Club vehicles in the assigned electric charging bays on my road for many many months. As a user with a disabled child, I've simply had to stop using Enterprise Car Club .
I signed up to the club because of the proximity of cars to my location.
Prior to the disappearing cars , I had a high number of problematic hires with vehicles not in the bays displayed on the app, vehicles not unlocking and charging cables missing. One booked car was completely out of charge and there was no nearest replacement vehicle available.
The assistance from the helplines is good but having to phone to track down a car or encountering a problem accessing a vehicle is far from ideal .

On three occurrences i have rented from Enterprise In Jan22 i was charged £100 for damage to a side wall of a tyre which i subsequently proved was incorrect. In Jan 26 I hired a van for transportation from Lowestoft, that particular day there had been heavy snowfall and before i could even drive off the forecourt it took me 20 min to clear the front windscreen the vehicle was covered in snow i was assured that there was no damage to the vehicle. I drove to Southampton and dropped off the vehicle i was told by the rep that the van was fine and he looked forward to seeing me in April for my return journey . Six days later i received a email stating that damage had occurred and i would be charged £250. I wrote a number of emails explaining the above and requesting the signature that i was supposed. to have asked for at Southampton all with no response from Southampton. In April when i had the return journey . I took video footage of the whole vehicle prior to leaving the vehicle had a cracked /broken reversing light and a number of defects which were clearly pointed out. The vehicle also had an add blue alarm continually going off so i drove directly to Lowestoft. The agent there said there were numerous defects on the vehicle which were not reported on the handover sheet and that i would be charged fortunately I had the video evidence to substantiate all of the damage and so i was not charged. so effectively on all three hires i could have been charged substantially. I am now in the process of referring all of three of these hires to the BVRLA who regulate hire car companies. Also to mention that the final hire van was potentially unroadworthy. I have spent numerous hours asking for evidence and procedures which were not followed by and which Enterprise has has failed to respond to. So the moral of the story is take photos video footage of any car / van that you hire.

Tremendous service from the initial booking to collecting and returning the vehicle. Will use again without hesitation and recommend them to all.

Great car, brilliant easy to use service

I arrived at the location to collect the van I had booked, but the van was not there. I was slightly early, so called the office to see what was going on. I was then told that the van was out of service for maintenance and that my booking had been transferred to a van at least 40 minutes travel time from me. I was told that I have been emailed about this. This booking was meant to be at 7.30am and the email arrived at 6.40am. At that time of day, I do not look at messages and had left home to collect the van. I asked if there was another one available and there wasn't. I cancelled the van that was at least 40mins away and went back home. I was moving stuff that day, so had everything piled up ready to go. At home, I looked on their website and could see the van that I had booked had other bookings throughout the day, so I called the company again and again was told the van had been taken out of service for maintenance, I questioned this and said what it looks like to me is that the person who hired the van before me, had extended their hire and I had been bumped. I was told no that has not happened. Then I said I was on their website and could see there are other booking that day and in fact I can still book it. I was told that was not possible, so I booked it and told the person that I had just booked the van for later that day. This is outrageous.

I asked to make a formal complaint and was called by a man a few hours later, who told me that I was correct that the previous renter had been allowed to extend and I had been bumped. So I was lied to by 2 different people when I called. I was furious, as this had ruined my day, I had to move and now could only book the time needed at 7pm. I had planned to move early morning and get on with other things.

I was told that this would be investigated and was offer £10 compensation. To be honest, I was so shocked at this offer that I didn’t know what to say. I wish I had refused it, as what had happened ruined my day and has made me lose faith in this company, the £10 offer was the final straw. I’ve now told them to take that £10 and donate it to charity.

Good access to a local car. Quick and efficient!

I had an extremely poor experience with Enterprise Car Club and, despite chasing multiple times, I still have not received even a basic acknowledgement or resolution after more than 20 days.

Over the weekend, I had booked a car through Enterprise Car Club over a week in advance. The car was located very close to my flat and the booking was confirmed. When I arrived to collect it, the app would not unlock the vehicle. I contacted customer support, who also tried to unlock it remotely, but they were unable to do so.

Enterprise then directed me to a second vehicle, which required me to take an Uber. I was told by customer support that this Uber expense would be reimbursed. When I arrived at the second car, I had the same problem again: the app connected, but the doors would not unlock. Support tried remotely again and still could not unlock the vehicle.

I was then sent to a third car, which required another long Uber journey across London. I finally managed to access this vehicle, but the fuel tank was almost on reserve, so I had to refuel it immediately. I later returned the car with a full tank, meaning I paid for fuel that should not have been my responsibility.

As instructed by Enterprise customer support, I submitted the receipts for reimbursement, including the Uber rides and the fuel cost. I also asked for compensation for the major disruption, as I was meant to collect the car late in the morning but ended up spending hours travelling across London trying to find a working vehicle. I only reached my weekend commitment at around 6 p.m., which was completely unacceptable.

Since then, I have sent three follow-up emails and Enterprise Car Club has not responded or even acknowledged my complaint. It has now been over 20 days.

To make matters worse, Enterprise has also charged my card more than the original reservation amount, without providing any clear reason or explanation.

This has been an incredibly frustrating experience: multiple failed vehicles, significant wasted time, additional travel and fuel costs, no customer service follow-up, and an unexplained extra charge.

I expect Enterprise Car Club to urgently:

• Refund all agreed Uber expenses.
• Refund the fuel cost I incurred because the car was provided almost empty.
• Explain and reverse the unexplained additional card charge.
• Provide appropriate compensation for the disruption and time wasted.
• Respond properly to my complaint after ignoring multiple emails.

I would strongly caution others against relying on Enterprise Car Club until they demonstrate that they can provide working vehicles, transparent billing, and basic customer support when things go wrong.

Convenient and great value for money. Booked a van to get some old furniture out of my mums. Short walk to get the van which was a well maintained Vivaro. App works well for pick up and drop off.

Fast service great customer service

recently used Enterprise Car Club for the first time, and I am incredibly impressed. As a beginner, I faced a couple of minor hiccups with the initial pickup and a payment card issue, but their customer support was absolutely top-notch. They guided me over the phone step-by-step with great patience and professionalism. The vehicle was clean and in perfect condition. It’s a highly reliable service, and I will definitely be a returning customer. Five stars well deserved!

I hired for <3 hrs and my experience was very positive. Well maintained car, clean and includes everything you need for you ride. Customer service agents are amazing and helpful if you need them.