Enterprise Car Club (UK) Avis 

Idiot proof instructions would have helped but once I got going it was a great experience & it was a relief to return the car as soon as I finished. It would be fantastic to see one or two bigger family cars.

For a city dweller with good alternative transport locally, great to be able to hire a car when required for more difficult destinations without the hassle and expense of owning one!

App didn't work properly, opened the wrong car and fuel card didnt work, customer team refused to help resolve the fuel matter. All in easily added an hour delay .

The app repeatedly logs me out - several times during a single booking - and then requires that I enter the password twice to get back in. At ECC's insistence, the password is complex and awkward to type - especially twice. The app can also struggle to connect to cars - yes, this is the app that ECC boast about on their home page.

God know why they changed from smartcards, which were simple and reliable, even where the mobile signal was poor. I did once ask, and was told that it was because that was the way things were going. In other words, fashion is more important than reliability.

I'm afraid this is typical of ECC. Looking at my records, I see there has been some problem or other during 14 of my last 20 hires. This must be what they call 'service'.

Great service and easy to book via the app. I don't spend much time in the UK due to work and as a result I sold my car, so this service is perfect for me when I am at home. I usually get an electric car to visit my dad and take him out, which works out a bit cheaper that using taxis and we have more freedom, too.
The only issue is the attitude of some other customers and the mess they leave the vehicles in. I've even had one that had obviously been used for work, full of plaster dust and grout.

I'm planning on leaving their membership.

At times the convenience is good and membership is worthwhile.

But on 2 occasions I have made a booking on the app and received confirmation. But then when I have come to use the car they have changed my booking - now saying the car is unavailable and moved my booking to a different vehicle 45 min walk away. On both times I was not informed and I complained about this and received an insincere apology and no refund.

On the most recent example, they emailed to say the car wasn't in its original parking bay and was instead by X address. The car wasn't there... After 10 minutes of searching the location I phoned. It seems the car was in an underground car park around the corner from the original bay, while on the phone they were unaware it was in the underground location.

After complaining they only offered a £20 credit and small refund for the time spent searching. I asked for a full refund of the trip as their service was awful and they agreed on the phone. Then after getting the email they went back on their word.

Even when they are at fault they offer so little compensation, and make sure they make money on every transaction.

I'm now looking at alternatives and planning on cancelling my membership, they can't be trusted.

Only two stars as the Winchester branch manager tried their best to sort things for me. To be told at 5pm the day before I was due to help my daughter move house no van was available (despite booking it a month earlier), then told I could use the car club app, which after 1.5 hours at the branch counter just wouldn’t work despite the managers best endeavours and calls to the help desk. In the end special dispensation had to be sought to override the app.

Two learnings for Enterprise:

1- Improved resilience needed.
2-Better IT systems. If the branch manger could have overrode they system from the start, I would never have needed to know, and saved 1.5 hours of my life on what was an extremely busy day.

Really poor service all round. Lots of trouble even opening an account with them. They then changed the location of the van to one 3 times the distance from my house. Whilst they did refund an Uber, this was only 1 way, which seems really odd. Then they bung loads of charges on top of what you are led to believe the cost will be, resulting in a two hour small van hire costing almost £50, which is excessive. Be VERY careful of the hidden charges. Would not recommend at all.

Solid, easy to use service with good hourly rates. Really handy if you need to drive few times a month.

Wouldn’t recommend to anyone have it 3 tries first car was filthy couldn’t see out of the windows ect inside dust everywhere second one was okay and picked up a Citroen c3 at 6.45pm originally booked at 6.15pm but last person was late so had to wait then steering was off 45% and wheel was broken they said I have to wait for aa to arrive coming at 9pm I have to hand them the keys even though I haven’t drove the car 0.5 miles there is nothing they can do I can’t make another reservation to carry on with my day missed the train my mother in law was supposed to be getting so lost money on train tickets too absolutely 0 stars ain’t worth nothing don’t use these !!!!!!!!!!!!!! Update still waiting at 00.20am and now telling me if I don’t wait up for the recovery I can get up to £500 charge when I have to get to work first thing in the morning worst customer service ever I will make sure everyone knows

Online booking was easy and clear to follow.
A very friendly and helpful team with an excellent customer facing approach.
Every aspect was explained clearly and were happy to answer my questions.
I can't fault them on anything, they are my go to first choice.

Katarina who answered my call to deal with my lock query was absolutely superb, friendly and efficient. Within minutes she had remotely locked the car and eased my concern. Incredible service and call handling.

The help given by the service centre was exemplary in my hour of need! I couldnt find my car but Megan stayed on the line directing me to the correct location. Totally my fault I went wrong as I assumed I knew where I was going! Oops!

Refused my application due to the name on my credit card being different to the name on my application. Time wasters

Twice Refused a Refund

This time fuel card was missing (£30 to refill). Previously car did not start (£100 still charged).

Both cases they used terms and conditions to get out of it (Receipt details, not waiting on hold long enough)

Wiper fluid also often empty.

Excellent. Will use again and have used many times before

Was a member for 3 months. There was a single missed membership payment of £7 which ordinarily would have cleared had they tried again. Instead, they sent me a snarky email saying that as I had missed "multiple payments", I now had to pay them a £250 deposit in order to continue using the platform. Further, even if I did pay, my bookings would be restricted. I have never met such a pathetic company.

I recently booked a vehicle through Enterprise Car Club and was shocked by the state of the car provided. The vehicle was completely filthy both inside and out, to the point of being unhygienic, and there was a severe, foul odor in the cabin that made driving it miserable. On top of that, there was unreported damage to the front right bumper.
When I reached out to customer service to complain about paying full price for a damaged and foul-smelling car, their Escalations team was incredibly dismissive. They tried to brush off the filth and terrible smell as just "some dust" and "normal wear and tear" from a car-sharing service, and offered a highly insulting £10 credit for a future rental rather than addressing the actual hygiene and maintenance failure.
I understand how car-sharing works, but Enterprise still has a responsibility to provide safe, clean, and maintained vehicles. Expecting a paying customer to just accept a damaged and terribly smelling car is completely unprofessional. I strongly advise checking your vehicle thoroughly if you use this service, as their support team will not take your concerns seriously.

I am disappointed with Booking process. Website is not updated with available vehicle. I am not confident of getting a vehicle that I prefer. This happen to me 3 times.

Booking the car was OK but I did not like the car [Peugeot 2008] and found the infotainment system one of the more difficult ones to use.
There was a warning light for tyre pressure on the dash. If there was a pump and pressure gauge in the cars, I would happily inflate the tyre[s] when needed, as they should be when cold, not when they’ve warmed up on the way to a filling to use an air hose