Enterprise Car & Van Hire - Earlsfield

Reviews

• TR

  Thomas Reynolds

  Oct 5, 2026
  1.0
  Update: a month on, still no refund, no written response, and no way to complain in writing Following my earlier review about a faulty van that broke down on the motorway with all my possessions on board, here is where things stand a month later. I was promised a refund and a voucher as an apology. I have received neither. I was told I would receive a formal decision on my complaint in writing. I have received nothing, not a single email or letter confirming any conversation I've had with Enterprise. I have tried to complain in writing, but the website and chatbot just send me round in circles. There seems to be no route to submit a written complaint, which leaves customers with only phone calls that clearly aren't acted on. Calls to the branch 03/09, 17:17 and 17:34: Reported issues with the van immediately after pick-up. No action taken. 04/09, 10:31: Major problems, stuck on the side of the motorway. Asked for an alternative vehicle. No help given. 05/09, 11:43: 05/09, 11:43: Left on hold for 30+ minutes. The van was now outside my property after I limped it home, AA and Iveco had refused to help, and the branch never picked back up. 07-11/09: Missed calls back and forth. 11/09, 12:35: Spoke to a junior manager who promised a refund and a voucher. 23/09, 26/09 and 02/10: Chased the refund. Told to call back or that a manager would call me. No contact from the branch. Calls to the call centre / head office 04/09, 10:49: Empathetic handler, but no support given. 05/09, 12:19: After being left on hold by the branch, I walked to my local branch to hand back the key and complain in person. I then called head office, where a formal complaint was registered and I was told I'd receive a written decision. Nothing has arrived. 09/09, 12:22: Called to ask why I'd heard nothing. 26/09, 09:48: Called again about the missing refund. Told I'd get a call back on Monday. No call came. Other branches 04/09: I rang several other branches to try to get help or a vehicle exchange. The general attitude was that it wasn't their problem. That is over a dozen calls, several broken promises, and zero written confirmation of anything. If Enterprise has no way for customers to put a complaint in writing, it is hard to see how they can claim to be taking complaints seriously. Avoid. I called from number ending 1194, that should be enough for you to go back and review the calls.
• TR

  Thomas Reynolds

  Sep 30, 2026
  1.0
  I hired a van from the Earlsfield branch and within 10 minutes of collecting it, I told them something wasn't right. No action was taken. I was left to carry on with a vehicle I had already flagged as faulty. It then broke down on the motorway. The van was loaded with all my possessions, and Enterprise made no effort to help me secure an alternative vehicle. The AA couldn't fix it at the roadside, so I had no choice but to nurse it along in limp mode for 30 miles just to get off the road safely and my possessions to my property. Not a safe endeavour. Returning the van was another ordeal, as it then wouldn't start again outside my house. The AA refused to attend, Iveco refused to attend, and Enterprise did very little. In the end I had to go to the local branch in person and make the point that I am not an Enterprise employee and this is not my van to sort out. I complained to both the call centre/head office and the branch. On the 11th I was told I would receive a refund and a voucher as an apology for the hassle. Weeks later, I have received neither. I called head office again and was promised a call back, which never came. A hire company should provide a roadworthy vehicle, act when a fault is reported, and support customers when it fails, especially on a motorway. Enterprise did none of these things, then failed to honour their own promises. Avoid.
• WW

  Will Wimmer

  Sep 26, 2026
  1.0
  Car and vans booked not available for lots of customers, not enough staff to look after customers or check cars back in. Long queue of customers. No communication. Shocking operation
• LD

  Laura Durston

  Sep 20, 2026
  5.0
  Great experience hiring a car here. Josie was super helpful getting us checked in and we got a free upgrade. No issues with the car and was easy to drop back
• OT

  O T

  Sep 12, 2026
  1.0
  Incredibly slow, make the process ridiculously difficult and ask unnecessary questions about who you work for

Frequently Asked Questions About Enterprise Car & Van Hire - Earlsfield