Enterprise Car Club (UK) Avis 

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.

Great service, easy to find cars locally and great value for money.

Smooth trip, smooth collecting and returning, got recharging refund promptly and without questions.

The booking process was simple and I didn't have to deal with customer support at any point.

I've had the worst day because of this company. The instructions for leaving the car park when I picked up the car were inaccurate causing me serious issues exiting the car park. There was no one to assist and no help available. It took me a whole hour and i drove over the pedestrian barriers in the end. Ridiculous. When I returned, the parking space was full and there was no space to leave the car. The car was problematic. Tyres were out of balance giving errors all the time and there was a strange noise from the engine. Never using enterprise ever again. Not in a million years.

The staff were fantastic

They provide terrible customer service, good luck to you if you use them. They have every answer to ensure they can be of as little help as possible.

good car, great efficiency, but let down by dirty interior and exterior. A simple weekly hoovering and wash would soon sort this.

I've used Enterprise Car Club for ages without issue but the last couple of hires have been nothing but hassle. Each time I've had to prove I've not damaged the car. In the most recent hire I've been sent a blurry image of a tyre with a miniscule mark on it. Feels like they are trying to generate cash with nonsense damage claims.

van did not un lock

We only needed a car for a fairly short period of time, and for that kind of use the Enterprise Car Club has actually been excellent. Having one located so close to the house has made things really convenient day to day.

It’s been especially useful for things like shopping trips, running errands, or dropping the kids off somewhere without the cost and hassle of owning a second car full time. The flexibility of being able to book one when needed, then not have to think about insurance, maintenance or parking the rest of the time, has worked really well for us.

The booking process is done online and it is easy to see vehicle availability and make the booking.
The car was easy to find, easy to open, clean and easy to return at the end of trip; it was zero difficulty car rental.

It worked fine !

A really easy service with great communication with the staff. I was really impressed.

Easy booking, pick up and return from Longrock Penzance.Staff friendly and helpful. The van was good and did the job. Will gladly use Enterprise again.

Booked a car a few weeks in advance for an early morning trip. About 7 hours before my trip (so I am asleep already) I received a message that my car was not available and I have been assigned the nearest alternative vehicle 40-minute tube ride away. When I woke up and saw the car location, I thought it's a prank. I called the customer service number they have provided, going through their robotic options for what felt like an eternity. The customer service rep was nice, but couldn't do much: I was offered to cancel the booking or a reimbursement of a trip to the assigned vehicle. I planned in advance to have a decent morning trip, and ended up in a rush sorting out 3rd party mess - which I also had to pay for. What a joke! I cancelled and reluctantly booked a more expensive car closer to me (why was this not offered?), just because I really needed to go where I planned to. What a horrible business practice from ECC, and what a shame Zipcar left London. Say what you want about them, at least there were plenty of cars available and the "emergency" numbers provided with any booking changes got you directly to the customer service rep.