"Very disappointed. Worst experience ever!! Super rude and unreasonable staff!!"
"Customer service post-rental is awful!!!"
"No one from Enterprise around to enable collection as booked, and zero options provided for contingencies out of normal hours meant 4hour wait for office to re-open."
"The worst customer service I have ever seen."
Vehicle Quality
Pros:
"The vehicle I received was much better than I expected."
"Car was as expected; clean, easy to drive, comfortable."
"The car was in excellent condition and lovely to drive."
"As far as the car itself, it was in perfect condition."
"The car I got was a brand new car and fuel efficient."
"As for the car it was spotless and perfect for our needs."
"Car was provided exactly as described in the booking, usual great service."
Cons:
"The car had warning lights intermittently on and off that the car was in transport mode on the drive back to the airport."
"Enterprise hit us with a spurious damage claim."
"Car supplied was smaller than I had ordered."
"Hired a car that cannot be used as intended legally as not all of the seatbelts work."
"The Enterprise car wasn't clean and smelt foul when we hired it."
"Lost a full day of vacation to get a flat tyre fixed, road assistance was involved even if we hadn't requested it."
"When we took the car (midnight, raining) we complained that it's impossible to check the car for damages coz it's wet."
Booking and Pick-up Process
Pros:
"Got a free upgrade the first time, great."
"Car ready."
"The pick up was smooth, nobody trying to get me to upgrade or sell me extras."
"The best experience i have ever had renting a car. Very quick, no queue, and the car was ready to go."
"Very quick to complete the check-in, plenty of staff at the desk."
"Drop of was easy and deposit refunded there and then!"
"Returning was equally painless with a quick inspection."
Cons:
"Firstly, we arrived at north terminal and they didn’t open the counter there, so need to go to south terminal."
"However, although I booked a car with automatic transmission months in advance and came to Gatwick on time, there were only manual transmission cars available."
"So it turns out that even if you book a car in advance and Enterprise confirms it, when you get to the desk, they will run an automated address check."
"The only downside of renting a car from Gatwick airport is that you have to go to the South Terminal and we always fly in from the North Terminal."
"I am forced to accept an upgrade to a larger vehicle because the class I reserved isn't available."
"Prebooked, but car was not ready. Had to wait 20 minutes for the wrong transmission type to turn up."
"Horrible experience. Was dropped off at South terminal from hotel with tons of luggage only to go in and find small sign saying go to north terminal."
Financial Transparency
Pros:
"A big thank you to Nick and his team at Gatwick this morning who were first class in helping getting us on the road after being faced with huge hidden charges from another company."
"Enterprise are always my first choice of car hire firm. Transparent pricing. Will accept a debit card with a modest deposit."
"This is the best experience I had with enterprise in Europe, no force selling insurance, no additional invoice and deposit returned within 3 days."
"Second time they gave me a smaller car than I ordered, when I mentioned this I got a refund on the extra cost."
"Fuel full to full generally the best value."
"Fantastically nice people. Accidentally got my prepaid booking date wrong, but the staff was able to help me out and get everything rescheduled for almost no extra cost."
"Overall fantastic value for money and great service I would definitely hire from enterprise again."
Cons:
"The worst experience ever! I rent a car and all was good. But couple of weeks later Enterprise took from my account 40 Euros then couple days later 40 Euros more."
"They didn't sent me a letter with explanation or anything like that – just took money from my account."
"Enterprise hit us with a spurious damage claim."
"We collected the car 23.30 hours in the dark and rain... £200 was taken from our card."
"Weeks after returning the car as agreed, they charged an undefined amount from our credit card without any information."
"No problems with the car, but I got home and they’ve charged me three times."
"Instead of reserving a deposit on a credit card, this company actually charges it."