Enterprise Car Club (UK) Anmeldelser 

The vehicle I received was FILTHY. I'm not talking about a bit of dust—the interior absolutely stank. It was disgusting.

When I complained to a staff member, he didn't even look at me. He stared right past me the entire time I was talking. For a company that claims to have "status," the disrespect is unbelievable.

On top of that, I didn't get the car I requested or anything close to it in quality. They did promise a refund for the bait-and-switch, but I'm still waiting for it.

Avoid these guys. They don't care about their customers, unless you pay big-time money.

This was in [Enterprise Car & Van Hire - Cambridge City Centre], by the way.

Having a nice economy vehicle

Worked well whilst I wanted a membership. The process to pick up a car and drop off is easy, the problem for me has been canceling. Cannot cancel online or by phone. Filled out a form online to cancel the membership, but for it to effectively be cancelled they have to call me back. I had no idea when that would happen so just called Enterprise myself. To my surprise the person on the phone just completed the same online form I had already filled and I will still have to wait for the cancellation team to call back (no indication of how long that will take, could be 5 working days or never...). If I knew the cancellation was this black hole I probably would not have gotten a membership to start with.

Too much intentional friction to cancel membership. You can’t just cancel in the app or the website - you have to fill in a form “so someone can contact you.” What if I’m busy when they try to call? My membership just continues until someone is able to speak to me to try and convince me to stay? If a customer has a reason to cancel, you should let them cancel. Don’t put up these kind of barriers that just waste everyone’s time and put me off from rejoining in future.

This was a horrific experience that just goes on. The car was disgusting, smelt of cigarette smoke, was supposed to have quarter of a tank of fuel minimum but it didn’t so had to put petrol in, pin didn’t show in the app for fuel, took car back early as it was dreadful to drive. Tried uploading a receipt for the petrol I bought and it wouldn’t accept the upload so gave up. Then over a month later they charged me for the congestion zone (£18) despite never going in the zone. I googled why and it turns out hidden away impossible to find in the app itself is a line that states if you rent a car via car club anywhere in the M25 you will be charged the congestion fee even if you don’t go in the zone. Money grabbing insanity. So I’m currently trying to close my account. Dreadful company. Trashed cars and terrible app and customer service.

EDIT: I originally gave this review one star but have upgraded to 3 after it was I was reimbursed for the full cost. It is still frustrating that this happened in the first place but I will appreciate that it was looked into (after I posted this) and resolved.

ORIGINAL POST:

I very rarely write such negative reviews and it saddens me to do so. But I strongly advise people thinking of using this service to think carefully, based on my own experience and of several similar reviews I can see.

I signed up after the closure of Zipcar and rented a car for about four hours to meet my parents for dinner. Several days later I received a damage report (small damage to the hubcap on one wheel) and £400 was taken from my account before the "investigation" had concluded. I had taken before and after videos of the car showing no significant damage (which I submitted when requested), although the damage to the wheel was not clearly visible (regardless of if it had happened before or during my rental) given it was small.

I requested clear evidence for why they were confident the damage had happened during my rental (I had no issues, collisions or other events during my rental where such damage could have happened), such as evidence of when the car was last checked showing no such damage or a summary of all users of the car in such a period time and their evidence. No such evidence was provided despite me giving the opportunity for the company to do so and several days of grace for them to respond. As such there is no evidence of any kind that this damage happened during my rental. I appreciate it can be difficult in a car club scenario to pinpoint precisely when such damage happened but the decision to attribute it to me (when I know other users rented it before or after) was never explained at any time despite a request to do so. This behaviour and lack of evidence plus similar reviews of the same sort of behaviour leads me to conclude there are serious failings in the organisations' processes or culture to fairly investigate and respond to such issues.

Due to the significant loss of trust, I have immediately cancelled my membership and will not be using the service again. I urge Enterprise Car Club to ensure their processes are either more robust or more pragmatic, particularly for such smaller instances of damage as I would never be willing to risk use of the service again due to the concern of unfair accusations of damage. I advise any other prospective customers of the service to consider their memberships carefully until there is clear evidence of a fairer and more robust process in place.

The car rental itself happened on 10th February 2026. Date of review is the end of the period at which I had requested clear evidence had been provided (and at which point none was received).

I have been using the service and it was good. Unfortunately, 2 cars (out of 3 near my area) are always unavailable last minute / got removed from service for months even though the cars are always parked there. I am not sure how long the maintenance takes but the days the cars are available are definitely fewer than the days they are removed from service.

I am not confident to book with them if I have an important trip, not reliable and I'm worried there is a high chance the booking would just get cancelled. I never had this problem with other alternatives like Zipcar.

I hope this could bring attention to the management / operation team of the Car Club. This has been issue for months and this happens much more frequently...

Booked a car to pick up from L1
I was called the morning of collection to say they had none avauilable and my options were to wait 2-3 hours for one or drive to Aintree
I had two small children and lots of luggage waiting to go
I ended up getting an Uber at my cost to Aintree where the staff were unapologetic and kept me waiting despite the inconvenience and the fact I was crying at how stressed the company had made me. When I finally got a vehicle it was filthy. Absolute awful customer experience. Will be demanding a full refund.

*AVOID* Enterprise Car Club immobilised my vehicle prior to setting off collect my young daughters from nursery & school, despite me having a confirmed extension email. My children were left stranded in tears because of this company's gross negligence.
Even worse, their agent admitted on voicemail that they "made a mistake" with my account limit but disabled the car anyway. To get the car back, I was threatened with "recovery fees" and forced to act as their unpaid driver to return a car they had sabotaged.
I have saved the voicemail and the confirmation email. I am now filing a formal dispute with the BVRLA. Absolute disgrace of a company that prioritizes internal errors over child safety. I said numerous times on the call that I needed the car for school / nursery pick up. They didn't care. AVOID.

Member ID - 10339978

Hired one van that was unusable because it started raining heavily and the wipers didn’t clear the screen so it was unsafe to drive. I even had to extend the hire to wait for the rain to cease so I could bring it back. The phone operator couldn’t care less to be frank when I called to say about it. The next day I hired another to do the job I originally needed to the day before. The van stank of cannabis had an empty fuel tank and the interior was very dirty. Again I reported this and sent photos. Overall the quality was very poor and I ended up spending a lot more money that I wanted to because of the poor quality of the vans so overall I would not recommend.

Decent cars, great customer service & fair treatment.

The website and app do not work properly. They don't take certain valid debit and credit cards for no reason other than the system won't process them. When I contacted the company about this, they could not explain why certain cards don't work, don't know which ones may not work, and it's simply luck of the draw if a card can be processed. Which leads to extra charges being levied at no fault of your own. The customer service team were incredibly unhelpful and vague. This company is not worth your time or money; take your custom elsewhere.

Overall very happy with renting van at Bedminster Branch, although van looked bit abused by previous users, it handled the job of moving very well with absolutely no problems. Great service at the pick up and drop off!

"I can’t speak highly enough of Elena Cebotari, Membership Senior Associate at Enterprise Car Club. My application was initially rejected due to some name discrepancies, which was frustrating.
However, Elena went above and beyond. She dug into the details, meticulously finding the root cause of the issue and helping me resolve it. Her expertise, patience, and determination completely turned my experience around. My application is now approved! This exceptional service has made me even more positive about Enterprise Car Club."

Enterprise car club could never replace Zipcar...

100% cost increase (yes I know zip car had mega losses)... but this doesn't allow for free movement of travel and tbh it's now cheaper to own your own simple car in the city, at least there's no limits.

Could have been great, lacked the costing to make it practical in this economy.

This review is in two parts, the first being a one star review with the update at the bottom prompting me to change it to two stars.

Having hired many cars from Enterprise Car Hire in Edinburgh I was recently persuaded by the company that maybe Enterprise Car Club would better suit my needs so I decided to join. On Tuesday 10th February I hired a car for just a few hours and returned it the same day. When I picked it up it was filthy inside and full of dog hair so I took it to the nearest Enterprise Car Hire depot who kindly vacuumed it for me although they really didn’t have to as it’s a different section of the same company.
When I returned the vehicle to the Enterprise Car Club bay the same day and within my hire time period I couldn’t park the car in the bay as a non-Enterprise Car Club car was already in the parking spot. The best I could do was get half the car in with the front half outside the front of the bay. I then called Enterprise Car Club to report the issue. The chap I spoke with asked me what the registration of the offending car was so I told him. He also asked me if the front of the car was on a yellow line and I told him that I couldn’t tell as it was dark, raining and the cobbled kerbside was worn so I couldn’t make out if there was a worn yellow line or not. I asked him what I should do with the car and he told me just to leave it where it was as nothing else could be done.

Today, Tuesday 17th Feb, I got an email from Enterprise Car Club with a parking fine attached dated Thursday 12th Feb 13:55, two days after I reported that I couldn’t get the car in the bay. The email stated that I was to be recharged for the fine.
When I called Enterprise Car Club to query this and explain the situation the manager on the other end of the phone (Christine), listened to what I had to say then proceeded to spout the company line about parking on yellow lines etc and told me that I would be recharged the cost of the fine. She said she had viewed the notes about the phone call and that there was nothing in it about me being told to leave the car and since I was the last person to have it it was my responsibility even though my hire duration was only for a few hours. As you can imagine this turned into quite a heated exchange because when I asked her why nobody from Enterprise had been down to move the car within the time I reported and the fine being issued two days later she simply said that there weren’t always staff available to do that (which would explain the state of the car when I picked it up in the first place). She simply refused to accept my side of the story and investigate it further so I hung up and called back hoping to get someone with a bit of common sense.

When I called back I spoke to another customer service person (Aaron) and proceeded to explain the story again. He seemed to listen to start with until I realised that Christine was his boss and knew from that moment on that he would just back her up, which…surprise, surprise, he did by repeating the same ‘you were the last person to have the car so it’s your responsibility, even after the hire has ended’ party line even although I reiterated that I was told to park it where it was by one of their own customer service people. Again, he said that there was nothing in the notes to indicate that this was the case and I would still be charged so basically just taking the word of his colleague against mine. So I then asked him if they recorded the calls and he admitted that they did so I asked him to escalate my complaint further up the chain and check the actual original phone conversation that took place when I called to report that I couldn’t park the car in the bay. After I pressed this point he eventually said he would. When I told him that I don’t expect to be recharged the amount for the fine until this has been properly investigated he agreed that this would indeed be the case.

Update: 18/2/26
Last night after the original review was written I was called by an Enterprise Car Club representative called Stefan who told me that the issue had been escalated and investigated. He had listened to the original phone call between me and the customer services guy I called to report that I couldn’t park the car in the bay as a non-Enterprise car was taking up the space. Stefan confirmed that, although this wasn’t standard protocol, I was indeed told to leave the car as I had parked it with the front wheels outside of the bay. He apologised on behalf of the company and told me that I would be contacted again by another representative in due course to resolve the matter. Because of this prompt response which was handled professionally and courteously I have upgraded my one star review to two stars.

I have used Enterprise Car Club 3 times, and for 2 of those times, they have tried to charge me for damage I did not cause.

Be very, very careful when being a part of this community. It feels that at every opportunity, they are looking for ways to accuse members and make them pay.

I will be cancelling my membership after this 3rd journey, not worth the risk or hassle of dealing with this company

I’ve never had an issue using this service. I can’t say the same about their main competitor, which has just left the UK market. I like that all trips are covered by insurance included in the monthly payment. The customer service is also great

I booked a car 2 weeks ago in a location 2 minutes from home because I have a 1-year-old, and I need to get to the car and back. I just received an email saying the location has changed to one that is a 45-minute walk away or a 30-minute tube journey away. So, a 4-minute round journey with a pram has turned into a 1.5-hour journey. I called to enquire why and what would be done about it, and a very rude person named Robbie kept telling me there was nothing they could or would do about it. He customer service was shockingingly rude! When I asked to speak with a senior person to further explain the situation, since he wasn't offering a solution, he hung up on me. I joined the Enterprise Car Club 3 weeks ago, and this is my second booking. It's completely unprofessional behaviour, and I'll be looking elsewhere for another company to use going forward.