Enterprise Car Club (UK) レビュー 

Please read before renting from Enterprise Car Club.

A friend was charged £400 for tyre damage on a vehicle they'd hired for one hour. They raised a formal written dispute straight away, asking Enterprise to hold the charge until it was resolved. It was ignored, and the £400 was taken from their card anyway while the dispute was still open.

When challenged on this, Enterprise's own response confirmed the payment was processed automatically as soon as a claim was logged, regardless of any dispute - blaming their own internal recovery system rather than taking responsibility.

Enterprise also confirmed they hold no photographic evidence from the previous renter proving the damage wasn't already there before this hire. Their entire case rests on a self-completed checklist, not proof - yet they still refuse to reconsider the charge.

On top of that, their helpdesk promised a response within 3 working days. It took three weeks.

If you value being treated fairly when something goes wrong, think carefully before using this company.

Please read before renting from Enterprise Car Club.

A friend was charged £400 for tyre damage on a vehicle they'd hired for one hour. They raised a formal written dispute straight away, asking Enterprise to hold the charge until it was resolved. It was ignored, and the £400 was taken from their card anyway while the dispute was still open.

When challenged on this, Enterprise's own response confirmed the payment was processed automatically as soon as a claim was logged, regardless of any dispute - blaming their own internal recovery system rather than taking responsibility.

Enterprise also confirmed they hold no photographic evidence from the previous renter proving the damage wasn't already there before this hire. Their entire case rests on a self-completed checklist, not proof - yet they still refuse to reconsider the charge.

On top of that, their helpdesk promised a response within 3 working days. It took three weeks.

If you value being treated fairly when something goes wrong, think carefully before using this company.

Easy to use, the car was in great condition.

Avoid Enterprise Car Club if you want to be taken seriously when disputing a charge.

A tyre gouge was reported on a vehicle I'd hired for one hour. I raised a formal, written dispute on 29 August, asking them to hold the charge pending resolution and providing reasonable questions about the evidence. It was never answered.

On 4 September, £400 was taken from my card anyway, without a single point in my dispute being addressed.

I was later told by their helpdesk (7 September) that someone would contact me within 3 working days. Nobody did. I'm still chasing, weeks later.

Whatever the outcome of the underlying claim, taking payment mid-dispute and then repeatedly missing their own stated response times is not how a company should handle a customer complaint.

I used Enterprise Car Club twice, both times I was accused of damaging the vehicle. There practice appears to be message backwards until they find a driver that didn't take a clear picture (my case) and then charge them. The second time I was luckily more aware, so had recorded a video of the whole car.

The company seems heavily focused on charging for any bit of minor damage and will just go back through drivers until they can find one to charge.

Avoid!

Good app, great cars and fair pricing

I cannot tell you enough how much to avoid this company. Yes the prices for membership and rental are reasonable, but in the past five times I have hired a vehicle, I have been accused of and charged for damaging it no less than THREE times, none of which I did. They do not listen to what you have to say or have the decency to acknowledge your questions or address your points, and send you arrogant template responses telling you that they are taking hundreds/thousands of pounds from your payment method on file, and continue to do so.
I have reported to the BVRLA and will be doing so again after my recent experience. Their practises are nothing short of criminal, and trust me it is not worth the stress it causes! Never experienced such a lack of customer service.

As an ECC member I have access to electric or petrol cars and they seem to always run well. When you rent a car the cost includes Fuel. If you purchase fuel, you can scan the receipt and be refunded the amount. Unfortunately, when using the electric vehicle, the approved charging stations are all local to the car. If you drive more than 100 miles away, you will need to pay for charging. But since most charging companies don’t provide a receipt that includes all of the required data, they are often not reimbursed, so that you pay for the charge even though electricity is supposed to be included in the cost of rental.
Otherwise it is a nice service, just more expensive in practice than advertised since EV charging may not be reimbursed.

Extremely disappointing experience – £25 charge for a 10-minute late return

We are relatively new to Enterprise Car Club and unfortunately our experience has been extremely disappointing.

We booked a car until 11:30. We were delayed by traffic and the car was physically returned to its designated bay at 11:40 — exactly 10 minutes late.

I had our two young children with me and had to safely get both children and two car seats out of the car, which took several minutes.

Enterprise confirmed to us in writing that if you’re within 10 minutes of being late, no charge is added. Despite confirming that the car was back at the bay at 11:40, they still charged a £25 late-return fee because the trip wasn’t ended in the app until 11:43.

We explained that we were new users and weren’t aware that the booking could be extended. Rather than showing any discretion, Enterprise refused to reconsider the charge. No email or text correspondence was sent during or after the bookimg. I wasnt aware that I had been overcharged the quoted price until I saw the charge on the credit card.

Our account was also subsequently terminated over a separate incident where because I drove approximately 200 metres on a private residential estate after my husband dropping me at the end of our street and the account was in his name, although I had recently signed up with them but the booking was in his name.

The whole experience has been incredibly inflexible and, as a new customer, very disappointing. I have now disputed the £25 charge with my card provider and also cancelled my account we will not be using Enterprise Car Club again.

If you’re considering joining, make sure you understand every detail of their late-return rules before using the service.

The people working there come across like robots with no empathy, understanding or common sense.

Things don’t always go to plan, but instead of listening to the circumstances and trying to find a reasonable solution, they simply hide behind policies and repeat scripted responses. There is no consideration for the customer or willingness to actually understand the situation.

Cold, inflexible and completely lacking in basic human understanding. Very disappointing experience.

It’s pretty easy to use. The app works well and there is a fuel card so I don’t need to use my own money to fuel up. The cars are generally clean inside. Sometimes the cars need a service and the one I used yesterday was 7500 miles over its recommended service mileage. This is slightly worrying as it indicates the car might not be mechanically sound, but so far I haven’t had an issue and it’s possible the display may be wrong and the car has been serviced but not reset

Easy and stress free way to hire a vehicle 😊

For context, when these are moved, it means an hour travel, frequently north of the river, to collect the car before coming back home for the family, and starting the day.

I think this summary of the 5 bookings I've made says it all. Only one of them wasn't amended and moved (yes, one of them was moved twice!).

Me to Gemini:
Give me a full list of every time that Enterprise has moved my booked location

Gemini response:
Here is the full list of times Enterprise has changed or moved your booked reservation details based on your emails:
May 22, 2026 (Reservation 13770127): Reservation amended for the Mazda 3 at Egerton Drive, Greenwich.1
July 17, 2026 (Reservation 13858369): Vehicle and location moved to 16 Shipbuilding Way, Upton Park, London (Vauxhall Corsa).2
July 24, 2026 (Reservation 14091166): Reservation moved to Ruskin Walk, Southwark (Vauxhall Frontera).3
August 28, 2026 (Reservation 14170606): Vehicle moved due to unavailability to Polytechnic Street, Woolwich (Mazda 3).4
September 19, 2026 (Reservation 14270987): Location amended to Abbey Rd, Barking (Mazda CX-30).5

Me to Gemini:
And any bookings which weren't amended?

Gemini response
Here are the bookings that were not amended or changed:
May 16, 2026 (Reservation ID: 13798002): Vauxhall Mokka EV at Tarves Way, Greenwich West.1

Also, worth adding that the second time I booked a car, I was hit with a damaged tyre fee - and I hadn't videoed the tyres so couldn't dispute it, despite not having done anything that would have damaged the tyres. Since then, I've made a point of taking videos and it's already got me out of a second try to charge me.

For less than six months of membership, I'm absolutely shocked at how bad the service is. The only positive thing I can say is that the customer service staff are absolutely wonderful, and do their very best to resolve things. They always get 5 stars for doing the best they can, but the service apart from that is atrocious.

A disastrous experience that caused my relatives to miss their flight
I booked a car for 5:00 am to take relatives to the airport. When I got into the car, the fuel tank was completely empty, so I first had to find a petrol station. The provided fuel card did not work, and it took a call to customer service to resolve the problem. By then, it was already 5:30 am.
When I returned to the car, I discovered that my trip had automatically ended—apparently because of something involving the key fob, although I still do not understand the logic behind this. Someone from the company called to check whether the trip had ended by mistake. When I confirmed that it had, I was told that the only solution was to make another booking, but that I could not do so until 6:00 am because of their “security protocols.” Complete nonsense.
As a direct result, my relatives missed their flight and had to book new tickets for the following day. I then got stuck in the morning traffic returning to London, had to extend my original booking from 8:00 to 8:45 am, and arrange a nanny at the last minute to take my daughter to school.
A car should never be left with an empty tank for the next customer. If someone does this, they should be penalised and the next customer warned. More importantly, why should handling the key fob automatically end an active trip—and why can customer service not reinstate it immediately after confirming it was a mistake?
A terrible and costly experience in every possible way. I will not be using this service again.

Very easy to use with a smart phone after downloading app. I had to put a security on my phone as most people have already to download app but unfortunately that seems a thing alot of apps are wanting. No queuing just go to site do whole process without having to speak to anyone. Good value for short term use.

The booking process was simple. The mobile app was intuitive, too. I will definitely recommend.

Brilliant service everything is there what u need if any problems the team was a call away or an email away

Convenient access when required to cost effective electrical vehicle

Does what it said on the tin.

Complete con! Do not be fooled by the price given for a short trip it is not true! They invoice for significantly, significantly more every time!

This was the third time I had arrived to pick up a pre-booked car only to discover Enterprise had cancelled the booking without notifying me. When everything goes well, it's an excellent system. When there is an issue, customer service is pretty appalling.