Enterprise Car & Van Hire - Waterloo - London

REVO L.

Disappointed with the service at this branch. I returned a vehicle and attempted to hire another the same day, but was told there’s a “cooling-off period” preventing same-day rentals. I was not informed of this policy in advance, and no written terms were provided when asked. It felt more like an internal issue than a customer-facing policy. On top of that, they seem to look for any chance to squeeze more money from you, whether through vague charges or unclear restrictions. I’ve rented with Enterprise many times before without this kind of hassle, so this experience was frustrating and unnecessarily inconvenient.

Richard V.

Kept over an hour waiting. On returning the vehicle, was asked to circle the block whilst they found somewhere for me to park their car(they were full and still waiting for drivers to arrive to collect vehicles). I received a traffic violation fine whilst circling the block (which I paid) - though enterprise had the nerve to charge me an admin fee for receiving the fine... I wanted to invoice them for 2-3 hours of my time ultimately wasted by them (I also had to challenge an additional days hire that was mistakenly added to my bill). Incredible how they can deliver such subpar service and then ask me (entirely unabashed) to pay an additional admin fee... Extraordinary. Use Zipcar - cheaper, more reliable, better customer service.

Ellen W.

I rented an automatic compact SUV Juke from Saturday morning to Friday morning and was given a standard sized automatic SUV Vauxhall Grandland, which I was very happy with for the whole trip. I was especially happy to use the Cruise Control/Drive Assist function during congestion. It is a bit of a walk from the Waterloo station, especially with big luggages under pouring rain. The pick up process was overall smooth with Jess despite being drained by rain. This centre is within London Congestion Zone so you have to pay £15 online yourself if you pick up or drop off within the charged time period. It would be better if the company can manage the charge for both pick up and drop off days as it is essential to drive off/back to the centre. But staff there was friendly in showing me how to enter the information and pay online. The closest fuel station should be Texaco in Kennington, which is 9 mins drive away. I was a bit worried that 9 mins drive back to return would drain some of my fuel and would cost me extra but I was fine. I did fuel up a full tank in Costco before the drive to Texaco (to save some money). The road to the centre has mainly 20mph speed limit throughout. So prepare extra time for the drive. The drop off check was smooth with James, who checked the condition of the car and released my deposit back to my payment card. I would be happy to go back to this centre if the price is comparable.

Luke R.

The customer service here is exceptional, each staff member are so pleasant and respectful in your time and the service they offer. A huge thank you to Jáan, Zee and Niahm for a truly unique and great service. I would highly recommend to rent here. No issues just pure hospitality and joy.
Thanks again guys!!

Julian T.

Thieves and Scammers! Beware!

They charged me twice for the car rental and refuse to return the money! They completely ignore messages and emails. On top of that, despite my clear refusal, they still charged me for additional insurance and extras. Even though I returned the car in perfect condition and the staff confirmed everything was fine, my deposit has not been refunded after more than a month and a half.

Please pay attention to the negative reviews – they are true. If you want to avoid stress and frustration, rent a car elsewhere. ABSOLUTE DISASTER!!!

Enterprise, don’t bother replying with ‘please contact us’ because you never respond anyway xD

Robert I.

I booked a 7-seater vehicle with Enterprise Waterloo a week in advance for the 31st of December, anticipating a smooth and reliable service. Unfortunately, my experience was far from acceptable.
Less than an hour before I was supposed to collect the car, I received a call informing me that the 7-seater I booked was unavailable. This last-minute notification left me scrambling for alternatives.
Upon arriving at the branch at 11:30 AM, no solution had been arranged. They suggested taking two smaller cars, but when they couldn’t verify the details of a second driver, we were left stranded.
After nearly two hours, they found a 9-seater at another branch. While this was a relief, the process of being driven there took another two hours. By the time we were on the road, we were nearly four hours late, causing us to miss much of the family reunion we were attending.
They insisted I return the car by 12 PM sharp on the 1st of January, threatening extra charges for lateness. Yet, when I arrived to return it, no one was there, as expected for New Year’s Day.
Despite returning the car in perfect condition, it took multiple calls to get confirmation that my £500 deposit would be released. On January 2nd, I was assured by a male staff member that everything was in order. However, when I followed up a week later, I was told by a female staff member that no one had processed my deposit refund.
This experience was riddled with unprofessionalism, poor communication, and unnecessary delays. The lack of preparedness, accountability, and customer care was appalling.
Considering the significant inconvenience caused, the delays that impacted my plans, and the stress of repeatedly following up on my deposit, I am formally requesting a refund for the rental fee. I believe this is a fair resolution for the unacceptable service provided.

CM

Never pick up phone and extremely unresponsive via email with no apology at all. Very poor customer service and no recognition or attempt to improve this (judging by the other reviews). Astonishing for a customer service facing role.
Avoid at all costs.

Sai P.

Absolutely Disgraceful – Avoid This Place at All Costs

This has been one of the worst customer service experiences I’ve ever had. I booked a van from Enterprise for 8:30 AM and showed up on time. Nobody acknowledged me. I waited until 11 AM — over two hours — and still got no straight answers. They finally told me the van wasn’t available and they had no clue when or if it would be.

To make matters worse, the staff were incredibly rude and dismissive, as if I was the problem for expecting the vehicle I booked. No apology, no offer to help, no communication — just attitude and complete indifference.

This place is a joke. Completely unreliable, disrespectful, and unprofessional. I lost half my day because of their incompetence. Never booking with Enterprise again, and I strongly warn others to stay away from this location.