Enterprise Car & Van Hire - Waterloo

Reviews

• EE

  Elliott

  6 days ago
  1.0
  Our van collection was delayed by three hours with just 20 minutes’ notice, despite us travelling across London specifically to collect it. Staff were largely unhelpful, communication was poor, and there was no apology or acknowledgement of the inconvenience. When we finally collected the van (which they tried to make us go a further 1 hour out of our way to collect from somewhere else), it was filthy, the fuel level was incorrectly recorded and, most concerningly, the front passenger seatbelt did not work, making the vehicle unsafe for our intended use. Worst of all, I have now sent 4 complaints emails describing this and haven't had so much as a reply despite central office saying they had passed onto this branch. As a regular business customer, I expected far better. A complete lack of customer service, organisation and basic vehicle safety standards. Would not recommend.
• WD

  WizMonie “WizmonieDaProducer” DaProducer

  Oct 4, 2026
  1.0
  I hired a nine-seater van through Alamo at the Enterprise Waterloo branch on 26–27 September. The collection process was poor, I had concerns about the vehicle while driving it, and I am now disputing a bumper damage charge. My collection was booked for noon. I arrived around 11:40 am did not leave until 1:10 pm. The pre-arrival email said a physical debit card could be accepted subject to an in-branch verification check. When I got to the place, I was told I needed a credit card. I had to arrange for my cousin to come to Waterloo with hers credit card and pay we were charged additional £15 to add her as a second driver. I want to know whether the debit-card check was actually carried out and why my card was refused. A staff member gave me the keys and told me to look around the van while he fetched an iPad. I told him I could see damage, but he did not conduct a joint walkaround with me or record the marks I had noticed. The lower front bumper damage was already there when I collected the van. During the hire, the three rear seats appeared to move while the van was in motion. I also found that stopping from around 30–40 mph required unusually hard or early braking. I have years of professional driving experience, and both issues concerned me. I drove the van for approximately five hours and returned it the next day. Staff said the bumper dent was new because it was not on their system. I disputed that immediately. On 29 September, the branch emailed to say it had processed an excess charge while my damage report was still being reviewed. Almost £300 has been taken from my account. I expect Alamo and Enterprise to investigate the vehicle’s condition, show dated evidence of the bumper before and after my hire, explain the payment and additional-driver charges, and refund any charge for damage I did not cause. This has been a frustrating and unacceptable experience.
• ZZ

  zebedee

  Oct 4, 2026
  5.0
  A big thank you to the team at Enterprise Waterloo for their amazing care and candour during my rental. I had someone try to break into the hire vehicle overnight which caused damage and when I called up to ask whether I needed to bring the vehicle back immediately Eve was much more concerned for my personal safety than that of the vehicle. Of course I had to cover the excess, but Eve and Ezra were sympathetic and patient while we got everything sorted out. Can’t praise them enough for how I felt as a customer.
• RB

  Roque Bescos

  Oct 1, 2026
  1.0
  Totally dishonest rental agency with lots of hidden charges and fees and lack of principles when it comes to business. They have yet to send me an invoice for any extra incurred charges during the rental, so I have no way of knowing what the different amounts they’ve been slowly and unexpectedly charging to my credit account correspond to. They are deceitful, overpriced and employ a business model designated to extract as much money from you as possible. They will not answer phone calls when you ring them during their regular opening hours. After paying over 70 additional pounds a day for extra services such as standard collision damage waivers and additional drivers they try to further upsell you by offering yet another type of insurance. Never use enterprise but especially never use this branch!
• LB

  Laura Barlow

  Sep 29, 2026
  1.0
  Wow. The experience with having my card sued for payments without my authorisation is wild. I was told I was paying a £1 deposit which was refunded when I returned the car. I wasn’t allowed to use my Monzo and instead had to use a high street bank card, of which I don’t usually use. I then got several charges applied without my consent or prior knowledge. I explicitly asked if this was to pay for anything else when using the card and was told no. I’m taking this through a complaints procedure. It’s fraudulent to apply charges to a card or store a persons card details without their consent.