Enterprise Car Club (UK) Avis 

Passes through road tax to the consumer despite market saying it is included in hourly rate. Does not include VAT on the charge per hour(despite this being against UK policy). The cost estimate they give is without any mileage charge. Final invoice was double their estimated cost.

I recently began using Enterprise Car Club and feel compelled to share my experience, which has been disappointing. During my first booking, the vehicle broke down after only two hours of use. I was left waiting outside in the rain on a road with a speed limit of 30-40 mph, which was unsafe. Despite this, I was informed that it was my responsibility to remain with the vehicle. When the AA arrived, they confirmed a software glitch was the cause and documented the issue. However, Enterprise initially cooperated but later questioned my account and attempted to place the blame on me. I was assured compensation, but then told I would not receive a refund and would have to pay in full. This was communicated to me by a staff member named Stephan.

After providing evidence from the AA technician’s iPad, I was promised a callback within five working days, which never occurred. Due to an emergency, I decided to use the service again. Unfortunately, my second experience was equally unsatisfactory. I booked a Citroën C5X, but the vehicle was not available at the designated location and was instead at a nearby garage. I had to take a taxi to retrieve it, but Enterprise refused to reimburse me. Additionally, the replacement vehicle provided was dirty and had a strong smell of cannabis.

Based on these experiences, I will not be using Enterprise Car Club again.

I am a car club member and booked a local car for the day. This was cancelled a few days before as there was something wrong with the car. I recieved a text and email to confirm this and then they booked me a different car. This is fair enough this happens.

I didnt want the type of car they offered and so went on line to book a different car for the same day. The night before I recieved an email that they had also cancelled this one (no reason given) and booked me another car. This was the night before, no text message this time. If I hadnt of seen the email I would have turned up at the wrong car.

I phoned to the clubhouse about this to say I was not happy and they cancelled this car which was not suitable. I was asked to stay on the line to give feedback about the service. It was an automated voice asking to rate the service 1-5. One being disatisfied, I said one three times but this was not accepted by the automated voice, so I had to give them a two.

I am now booking for a third time, trying a different date. Good job I dont need a car urgently.

A very frustrating experience, application declined, they don't provide any help or information, if any document provided was wrong, they just said they can't help. Amazing service, well done guys.

The experience I have had is very similar to others reported on this site about Enterprise. For example, Damian Harris, Jan 2026. Specifically, the conduct of Enterprise’s Damage Report Unit and its staff.
My trip was a 2 hour shopping trip on 19th Dec with maximum speeds of 40mph and for the most part far lower ones due to residential speed limits. For the majority of the time the car was parked in supermarket/retail park bays with ample space. It was a straightforward trip with no incident (e.g. kerbing).
Enterprise insist that I’m responsible for and must pay a significant sum for a tyre gouge. Despite my account, and the various other likely explanations as to how this damage must have been caused (previous user, incomplete evidence, due to higher speed damage and/or wear and tear), Enterprise effectively are saying that I’m lying.
Reading other highly similar reviews here it is arguable that wrongfully charging members for wear and tear etc is part of Enterprise’s business model. And some might say it’s a scam!

I have never dealt with a company as unprofessional and opaque as this one. I applied for membership twice and was told both times that I “failed the identity check,” yet no explanation was ever provided. This is highly suspicious, especially given that I pass far more stringent checks with banks, mortgage lenders, and other regulated institutions without issue.

What made the experience worse was the behaviour of the staff including Adnan. One representative spoke to me in an incredibly rude and dismissive manner, repeatedly saying “you’ve been rejected” without offering any clarification. When I asked for a reason, her tone became even more hostile. On my second attempt, the same thing happened, and when I contacted a member of the membership team, Adnan, for clarity, he also hasn’t provided any clarity/additional feedback.

The complete lack of transparency raises serious concerns about how this company handles identity verification and customer data. Under UK consumer‑protection and data‑protection standards (including the Consumer Rights Act 2015 and UK GDPR), customers are entitled to clear information about decisions made about them — especially when those decisions are automated or based on third‑party data. This company provided none.

The way I was spoken to and the refusal to explain their own processes left me feeling as though I was being treated like a criminal for no reason. It’s unacceptable, unprofessional, and deeply concerning.

I would strongly advise others to be cautious. A company that cannot explain its own identity checks, cannot treat people with basic respect, and cannot comply with transparency expectations is not one I can recommend.

I tried Enterprise car club as Zip car has closed down, I hired a van and had to transport some items to a client near Liverpool from London. I thought it was a similar deal to Zip car but how wrong was i. They charged me £220 for the 12hrs, £75 for the van the rest was milage charges, this is criminal. I checked online and i could of hired a van from Enterprise van hire from 8am-8am 24hrs with unlimited milage for a price under £100. This is so badly set up and i would not advise anyone to use it shocking prices for milage.

Terrible treatment of customers. I used to be an enthusiastic member of the car club. The availability of cars nearby was always good and on the whole the system worked for me. However the Damage Control department ruined it all. I was accused of causing gauges in the tyres and being charged in the region of £250 to replace them. I explained that I thought that was just wear & tear and would not have flagged it in my pre hire check. The rims were also scuffed up making it hard to tell. When I flagged the scuffed rims next time they said it was just wear & tear!
I put the first two times I was charged down to experience and swallowed the costs. Despite me contesting their claims that I caused the damage - The trips on which I was supposed to have done it where short easy rides to the supermarket, not a rally -t hey refused to listen, they kept ignoring my questions & requests for more information regarding how I was meant to have caused these gauges and went on and charged me regardless. I have been a loyal and busy customer for many years and the fact they treated me like this over two tyres is the worst part for me.
Thankfully they no longer have the monopoly in my town, a new car scheme has started in my town and this I can finally leave Enterprise.

Apply twice. Spend a few hours visiting their branch to validate my identity each time, only to be told that I did not pass the background check. No criminal record, clear driving license, no reason given. How condescending.

Just the check properly when you booked the journey.take pictures and follow policy to avoid extra charges otherwise it's really handy system and cost effective.

I rent a car from this company once and that time could cost my life. 5 minutes after I started driving, something exploded in the front part of the car, which caused an accident. Had the speed been higher, for example on a motorway, fatal consequences would have been unavoidable.
In addition, before renting the car, I went to their office on order to receive professional service and clear explanations about how to become their customer and how to use their service in general. As a result, I was misinformed because, the instructions on how to use their app were incorrect, and the company's terms and conditions were accepted not by me, but by an office adviser. In fact, I was deprived of the right to personally review their policy.
After the accident, the company's employees and their insurance representatives behaved very strangely, as they constantly tried to shift the blame onto me, even though the car had clearly been provided in a defective condition. Despite my requests, I was not provided with documents confirming the technical condition of the vehicle at the time it was handed over, nor with the results of the independent conducted after the car was towed by recover vehicle from the scene.
In my opinion, the company takes absolutely responsibility for faulty vehicles, and I do not recommend using their service at all in order to avoid any potential problems. However, they charge money very quickly and are unable to clearly explain what these charges are for. I could return my money back only after complaining to regulatory authorities in many months time.

Take care of yourselves and your lives.

Absolute sham of a service. They will use your rental as an excuse to pass off routine maintenance costs and assign the blame to you.

I had a short trip that was incident free only to realise with horror that they charged me £178 to repair two tiny fatigue cracks on the front wheel, fatigue cracks that were obviously preceding my (2 hours) rental.

They were unable to provide me with any time-stamped proof that the cracks were not present prior to my rental and unable to provide proof that the cracks were not created by whoever rented the car after me.

They then drown you in email after email hoping you will give up contesting the charge.

Avoid at all costs - they are horrible people. I hope the service disappears from Brighton and those parking spaces are freed up.

Applied three times now for Enterprise Car club, and rejected with not a single reason why. I have had 11 years no claims, and then unfortunately 3 points on my licence expiring in April.

I am able to rent a car with your company, but cannot get accepted into the club due to...? and this is a direct message from Christine Cumberland (Escalations Coordinator)

You was not able to meet our underwriting requirements, we are unable to provide specific details I'm afraid.
Kind regards
Christine
Escalations Coordinator

What on earth does that even mean???

Well, Christine, you "was not" able to use correct grammar, but I'm the one not able to rent a car?

Not a great first time experience

Worst experience and shocked by the bill, completely unexpected changes. Use them if you are happy with surprises

Enterprise Car Club charge customers for parking tickets issued by councils because they have vehicles with out of date or missing parking permits.

They also charge random customers for damage they notice to vehicles. Not necessarily the customer that actually caused the damage. Seemingly any customer who rented the vehicle in the previous weeks could be accused of causing damage.

Their staff are very hit and miss; some are good, some are dreadful.

When something goes wrong, which it often does with Enterprise Car Club, you don't know what kind of response you will get. They could be helpful or could just as likely be absolutely dreadful.

They seemingly pass on their costs to customers whenever possible to make more profit.

We will never hire from them again.

Horrendous company that rips you off.

I had a phone call where i was told i wouldnt be charged extra after accidently ending my ride early (as a result of their awful app). I was then charhged an extra £103 + the additional charge for the phone call.

They will charge you to breathe on the way to your reservation.

Finally, the car was very hard to find and the details provided were horrendous.

Avoid this company and take note of their awful star rating.

Thanks,

I've been a member since the beginning of "Edinburgh Car Club" before Enterprise bought it over.

After making a booking my account was closed with no communication from them. I only found out after not being able to log in and I called up customer service.

They held a £250 deposit because some old cards hadn't worked a couple of times for the £10 fee. I had changed bank recently and not updated my card details.

Got my deposit back.

Richardson road NEWCASTLE bay always blocked and always managed to park in space behind or further down, now all of a sudden 2 parking charge fines for doing this. Do enterprise want to help - NO. Have sent pics of the incident and car in their bay but they don’t want to know they more than happy to pay 2 fines and 2 £30 admin fees for their car been left parked in the bay behind their bay. Also this is a PARTNERSHIP with Newcastle council. Where is the common sense from both parties. Also don’t bother calling the call centre as you bay get someone like BRENDA. What a mouth on her. Had zero skill in service and won’t want to help if you don’t know your enterprise number (as we all do!!!) pathetic awful company will be cancelling membership I’ve spent around £600 on hires in last few months and my custom dosent count for any resolution

The last 3 times I have rented a car from Car Club they have accused me of damaging the wheel of the car. Each time they have threatened to take £1,000 from my account.

The email I received today provided a picture of the wheel 8 days AFTER I rented the car.

The cars often have issues when you rent them, and the app is buggy.

Avoid this company.

UPDATE: As requested, I emailed the customer service team. It's been 3 working days and I have heard nothing back. I have also been locked out of my account. It has been over a week since I appealed the £1,000 charge by email, and I have not received a reply to my appeal either.

Takes ages if you email them for a reply and they have withdrawn a number of car from my area
Glad that I don't pay a high membership fee
I have to say that the proper Enterprise car hire is the complete opposite, wonderful helpful staff
How ironic a car club makes you want to buy a car !