I rented a car from Heathrow on 14 Jan 2026 and received a different vehicle than what I had reserved, which was frustrating. After driving for about half an hour, I had to stop, and the car wouldn't start. I pressed the foot brake and park brake, then hit the "Start" button, but it just wouldn't turn on (keyless entry was active). An error message appeared saying "Stop safely." I tried to start it over 30 times, but the engine didn't respond, and it was stuck in park (P), unable to shift to "R" or "D". I requested roadside assistance around 10 p.m., but they informed me they couldn't arrive until midnight. I had to wait in the car in the rain and cold. Eventually, the car started around 11 p.m. after at least 50 attempts, and I called to cancel the assistance. When I returned the car the next day, the manager at the company claimed there was no record of my assistance request and denied any responsibility for renting out a malfunctioning vehicle. They couldn't explain why the car wouldn't shift out of "P" if there was no issue and avoided addressing the "Stop Safely" message I reported. It was a Ford Kuga hybrid. I would recommend avoiding this company, as they are unlikely to offer compensation for serious problems with their rentals.
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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.
