A deeply disappointing and misleading experience with Enterprise.
At pickup from the Taunton branch, I was explicitly told that there was no damage recorded against the vehicle. I immediately pointed out multiple scratches to the paintwork. I was reassured — clearly and unequivocally — that these marks did not count as damage, as only dents larger than a golf ball were considered bodywork damage and therefore required logging.
Relying on that advice, I accepted the vehicle.
In hindsight, I should have taken photographs of the scratches before driving away. However, I trusted Enterprise as a well‑established, reputable company to operate in a fair and transparent manner, and I reasonably relied on the guidance provided by their own staff at the point of collection.
On return at Gatwick Airport, there was no member of staff available to check the car back in. With a flight to catch, the only option was to leave the key in the designated drop box — a process Enterprise actively encourages at airport locations and one over which customers have no control.
The following day, I received a poorly written email from Enterprise’s “Damage Recovery Unit” which initially appeared suspicious due to its lack of greeting, explanation, or context. It simply instructed me to review attached documents relating to a damage claim. Only after verifying its legitimacy did I open the attached PDF — to discover that I was being charged for exactly the same paintwork scratches I had flagged at pickup and been told were not classed as damage.
I contacted the Taunton branch immediately. They reviewed the claim and accompanying photos and described it as “very harsh”. However, the issue is not harshness — it is accuracy and fairness. The alleged damage was pre‑existing, plainly visible, and already raised by me at the start of the rental. I was advised that the branch would challenge the claim on my behalf.
No update ever followed. No explanation. No opportunity to properly contest the charge.
Instead, I have now been billed for repairs to damage I did not cause and was explicitly told did not need recording.
This situation appears to stem from Enterprise’s failure to properly log pre‑existing damage and to provide a staffed return process, rather than from any action on my part. Customers should not be penalised due to incomplete records, unavailable staff, or advice given at pickup later being disregarded.
Ironically, the reason for hiring the car was the escalating cost of rail travel. Our business spends a significant amount each year on train fares, and we have recently implemented a policy encouraging car hire as a more cost‑effective option when multiple people are travelling together.
That policy remains — but Enterprise as a trusted vendor does not. We will not use Enterprise again and will actively discourage colleagues and partners from doing so.
Trust is fundamental in vehicle hire, and being charged for known, pre‑existing damage completely undermines that trust.
Claim your business profile now and gain access to all features and respond to customer reviews.
Personal, business or holiday car hire in the UK - Enterprise Rent-A-Car offers everyday low rates, long-term car hire and one way car hire with a wide selection of cars including vans, luxury cars, and MPVs.
