Enterprise Car & Van Hire - Leeds City Centre

Returned a vehicle here that I burrowed from Birmingham. Very lovely staff. A big yard and lovely 75,75 plate vehicle and vans. In comparison to local Nd other enterprises; this is definitely of the larger branches. I had hired a van from Birmingham and wanted to drop it to Leeds. I explained to the staff of the van pre-existing damage at the time of hire. Everything was cross reference with photos but some had been overlooked. I received an email with alleged damage to the van. Luckily I took photos when I took the vehicle out which rectified the issue. Could have been a lot worse or problematic.

*Update: Your reply to my comment does no help at all, it leads us back to the same live chat page which I have been on multiple occassions, and still nothing has been resolved. We rented a car in August 2025 for a family trip in the UK and picked it up at Leeds Centre. During the process of checking the car, the staff asked if we wanted additional insurance protection. After considering it for a moment, we confirmed that we did not need it. We then took the car and enjoyed a lovely two weeks using it. We returned the car to Manchester Airport in good condition, without any damage or issues. However, two weeks later, we noticed a bank charge of GBP 300 without any email, notification, or explanation about this transaction. We sent emails to Booking.com, which arranged this rental, messaged Enterprise UK via live chat, and submitted an email complaint to Enterprise. It has now been two months, and we still have not received a proper response. They claimed they would help us file a complaint with Enterprise and promised to respond within five days, but no response has been provided. This has been an extremely frustrating experience, especially since we use Enterprise frequently. We now think this company is an absolute nightmare. They stated that the GBP 300 was for additional insurance coverage, which we explicitly declined at the time of rental. To make matters worse, the charge was applied a week after we returned the car. This makes no sense at all. The photo is the car that we rented from them.

Having had a nightmare with my own car, I was offered a short rental from my breakdown provider. The experience was so good (great customer service, pick up a drop off, really lovely staff and nice cars) that I chose to go with Enterprise again for an additional week of hire. I could have got a cheaper hire elsewhere but the customer service and ease of the whole experience made me want to stick with Enterprise. Thank you to Hannah who did my pick ups and drop offs and who was absolutely lovely. Superb customer service. X

Enterprise Leeds service is absolutely terrible. The entire experience feels engineered around aggressive upselling rather than customer care. Staff are clearly pushed to hit driving targets to “reduce excess,” and if you don’t agree to it, they try to intimidate you by threatening to hold £2,250 from your account. That’s not customer service - that’s coercion. The policies are wildly inconsistent and poorly explained. Customers are blindsided at the counter with information that should be clear upfront. It feels deliberate, like a trap designed to pressure you into spending more money. And the manager, Austin, is an absolute joke. Unhelpful, dismissive, and completely uninterested in resolving issues unless it aligns with their targets. Zero accountability, zero professionalism. You’ve lost a customer. Not that they will care clearly targets and numbers matter more to them than customer satisfaction

What an excellent service. Booked online and followed up with a phone call to me with regards to the booking. Spoke to Austin who booked me in for collection and drop off. Picked up by Hannah from the Leeds depot. First class service from Hannah who processed my van hire very quickly on return to the depot and handed me over the vehicle. I had the same excellent service on return. Hannah inspected the vehicle and 5 minutes later was giving me a lift home from the centre of Leeds. Thank you