Enterprise Car & Van Hire - Woking

Reviews

• AG

  Anne Githu

  Aug 8, 2026
  1.0
  Extremely disappointing experience, poor customer service and completely unacceptable handling of a genuine complaint. I booked a Mercedes for 4 days. When I arrived, I was told I could not take the Mercedes because I did not have a credit card at that point. I was offered an electric Vauxhall Mokka instead, and my debit card was accepted for that vehicle. I was explicitly told by the staff member handling the change that, because I had been charged for the Mercedes, the price would be adjusted when I returned the car. The Mokka was a disaster for my work trip. I drove approximately 600 miles and spent over £200 charging it. The battery was dropping extremely quickly, requiring frequent charging stops and causing significant delays (I had to keep switching off my AC to preserve power). The disruption was so severe that I had to cancel the final two days of my trip. I contacted the branch after day two and was offered another vehicle, but by that point my travel plans had already been cancelled because I could no longer rely on the vehicle for my purpose, so I did not go for the switch. When I returned the car on day 4, I raised both the vehicle problems and the price adjustment I had been promised. The lady who inspected the vehicle was professional and pleasant and listened to my concerns. The manager/supervisor, however, was completely different. He was dismissive, condescending and unwilling to engage with the actual complaint. He argued that the EV was actually more expensive than the Mercedes and therefore they did not owe me any adjustment, despite the fact that they had accepted my debit card for the supposedly more expensive EV, while declining to give me the Mercedes because I did not have a credit card. He also dismissed the charging problems as being down to my “driving habits”, rather than taking seriously the fact that the vehicle had caused significant disruption to my journey. When I challenged the way the situation was being handled and told him I would be writing a review, his response was simply: “Go write your review.” That response sums up the attitude I experienced. I wasn’t looking for special treatment. I expected the branch to honour what its own staff member had told me and to properly listen to a legitimate complaint about a vehicle that had seriously disrupted my business trip. Instead, I was dismissed, spoken down to and charged the full amount. He even asked me to leave. I would strongly reconsider using this branch. The issue was not just the vehicle, it was the complete lack of accountability and the unacceptable way my complaint was handled.
• AM

  Anuj Mangla

  Jul 18, 2026
  1.0
  ⭐☆☆☆☆ I have been an Enterprise Platinum member for years and have used the Woking branch often, so this experience was especially disappointing. My delivery was booked for 9:30 a.m. on Saturday, but by 10:00 a.m. the car still had not arrived. I went to the branch to collect it myself and was then told to wait another 15 minutes because it was not ready. I waited and paid, only to be met with dismissive, unprofessional treatment from the branch manager, Aleksander. Instead of apologising or trying to help, he blamed me for not coming in at 9:30 and said they could not hold my reservation, even though the booking was for delivery. When I asked about another vehicle, I was told none were available despite several cars being on site. The situation got worse when he made personal, inappropriate remarks and spoke to me in a hostile, disrespectful way. I left without the vehicle. Delays happen. This level of blame, arrogance and lack of professionalism does not. As a loyal Platinum customer with a corporate relationship with Enterprise, I expected far better. Enterprise should investigate this conduct immediately. Update: It is been 2 weeks now, and despite my reaching out multiple times through different channels, I have still not received a single call to discuss my complaint or even acknowledge my feedback. This is an unacceptable level of customer service and demonstrates a complete lack of ownership and accountability. My complaint has effectively been ignored, despite my repeated attempts to engage with Enterprise. For reference, my complaint number is CL434174.
• AK

  Adam Khan

  Jul 11, 2026
  1.0
  Absolutely rude staff and lying frauds special the guy ollie The Wally never has this problem with enterprise since they got new staff go else where there put u in a car which have bold tyre and except you to deal with it your self
• AS

  Ace Shah

  Jul 10, 2026
  1.0
  Spoke to someone called Sarah she wasn’t helpful at all was so rude and did not care one bit that I was stuck on the roadside, this should take two hours I’ve been waiting all night and she didn’t show any remorse. Staff here typicall behave like they own the vehicle themselves and also I have seen one of the guys who work there smoking wacky backy in an enterprise vehicle I know this as it was a marked van and I could smell it.
• JD

  J D

  Jun 26, 2026
  5.0
  Seerat was amazing at helping us get a replacement car for the last 3 days of our trip to the UK to see family, when our rental from Enterprise LHR broke down. She showed great compassion, initiative and professionalism all in one. Thank you Seerat, your caring approach was much appreciated.

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