Enterprise Rent-A-Car - March 2026

On this week’s Watchdog, Matt delves into Enterprise Rent-A-Car – one of the UK’s most used car rental services. He investigates two case studies who were let down by their hire cars, due to damage they claim they didn’t cause, even being charged for it. In the first instance, former car dealer Ian hired a car from Enterprise after his broke down. He felt the handling was off, when he first drove the car, and upon checking the two front tyres, he saw that they had perished. Matt also heard from Dot and Tony, from Cornwall. Their Enterprise hire car broke down on the same day Dot had picked it up, due to a burnt-out clutch. Matt spoke with forensic investigator Paul, who claims that the cases shouldn’t have been blamed or charged in the first place.

When we wrote to Enterprise, it told us that it takes any suggestion that a customer has been supplied with an unsafe or poorly maintained vehicle extremely seriously. It told us it operates to the highest industry standards and that every vehicle is thoroughly inspected before it is provided to a customer, and when it is returned.

According to Enterprise, if a mechanical failure arises, it uses independent, certified third-party engineers to determine the cause, which it says ensures that decisions are evidence-based, impartial, and fair to all parties.

Enterprise told us it has reviewed each Watchdog case in detail. It said that in one case it has provided clear evidence that one of the claims is false, and in the other, an independent industry body ruled in its favour.

Enterprise told us that last year, it completed more than four million rentals in the UK, with the vast majority leading to satisfied customers, and that it prides itself on this commitment to exceptional service, which is why it takes all customer complaints extremely seriously.

We were told that Enterprise always remains open to dialogue with its customers on any issues raised, and that it aims to reach a conclusion that is fair to all parties. It said it also fully recognises how disappointing it can be for customers when the outcome of that process is not the one they had hoped for.

In relation to Ian, Enterprise told us that the account presented is false, and that at no point were the vehicle tyres under the legal limit. It said it has clear and documented evidence from its review prior to rental and two independent experts which demonstrate that this claim is incorrect.

It went on to say that the vehicle went through its standard inspection prior to rental, which included an examination of its tyres. The vehicle tyres were further inspected by two independent experts during the vehicle’s MOT on 7

November by an independent dealership and on 15

December when the vehicle was inspected before sale. We were told that during all inspections, the tyres were above the legal limit. Enterprise went on to say that although the vehicle was supplied with five days left of its MOT, the intention was to switch Ian into a different vehicle after two days, so that the original vehicle could go to its already booked MOT inspection. We were told that Ian did not and would not have driven a vehicle with an expired MOT, and that when he took the complaint to the British Vehicle Rental and Leasing Association (BVRLA), it found in Enterprise’s favour.

In relation to Tony and Dot, Enterprise told us their case was formally referred to the BVRLA for independent dispute resolution and that on 21

November 2025, the BVRLA reviewed all evidence and ruled in Enterprise’s favour. We were also told that an independent engineer had determined the cause of the failure to be from excessive heat due to driver error.

Enterprise concluded by saying that it fully appreciates Tony and Dot were disappointed with the outcome, but the fact remains that they pursued a formal complaints procedure, an independent arbitrator reviewed the case and determined in Enterprise’s favour. It went on to say that whilst it never likes to see any case get to the point of arbitration, it is supportive of the process in terms of reaching objective and fair outcomes and are bound by the BVRLA’s rulings.