Enterprise Car Club (UK) Omdömen 

The absolute worst customer experience you can imagine:
- dirty cheap worn-out cars
- worst availability
- the app straight from 2007
- and even when you think you booked a car - they will send you an email 1h in advance saying f-you, we swapped your car to the one in croydon
- prepare to call them once a week
- prepare for the most American service you can imagine

Good service

Be careful they have a habit of letting you book when you turn up there is no vehicle there so all your plans are out of the window

I booked an electric powered van on the enterprise website to collect at the local office near me. The day before hire I got a call to say I had to collect it at an office 45 minutes away from me. No choice was given other than take it or leave it. Then I got another call confirming I was going to go to this other office. I then later received a third call asking me to collect at a different location equally far away and I said no. Then I received another call asking me to download the app because it was a car club car. Not a regular hire car. I was in the middle of packing and found these 4 calls from 4 different people very stressful.

When I went to collect the electric vehicle from this office, I was met by a polite young man who kept telling me he was new as an explanation for why he didn’t know how to do anything and whyit was taking so long to just get the vehicle. Turns out all the information I had put into the system online was not there and I had to give someone else all my details again and wait while he painstakingly entered them into the system again.

When it came time to take the car i couldn’t log on to the car club app. After a lot of wasted time .we found out it was because my email that Ihad dictated to the young man had been wrongly entered into the system. This we found out after I was asked three times in the most patronising manner if I was sure I had checked my emails and my spam mail. Like I was suddenly incapable of reading my own phone. When they discovered it was their mistake I was offered no apology for either the wasted time or the way I had been spoken to.

This was my first time hiring an electric vehicleand I had no idea how to charge it. The young man had no idea either but rather than saying that, he gave me the wrong info on the charging process and I spent an hour that night trying to find a charger that fitted the cable he had given me. An impossible task and unnecessary as I found out when I went back to enterprise that it charges off most public machines using the machines own charger. I had to go back to enterprise to charge it because when I phoned the car club for help that was all the advice they could give me.

And the sorry take does not end there. Worse was yet to come. I had so much trouble trying to charge the van that I took it back on Saturday morning and asked if I could extend my hire for a day but with a non electric van. I was informed that as I was changing vans it was a new hire and as NONE of the Edinburgh branches took a Sunday return, I would have to hire it for two days and not one. AND as it was a weekend, it would cost me £150. This is just theft by another name. I needed the van and paid reluctantly.

So beware of the weekend scam that Enterprise run if you want to extend your hire and make sure you find a staff member who has some level of training and knowledge.

Oh god help you if you need to sort something out. 48 Hour response times for emails as standard... Unable to assist on the phone.

Genuinely feels like they couldn't care less about their customers

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.