Our Standard Of Care
Everything we do, we do with our Standard of Care.
We promise to put you first, with exceptional customer service and vehicles that are maintained to our high-quality standards.
We’re continuously innovating to help move the world forward—including new ways to go the extra mile for you, so you can get on the road with confidence, no matter where life takes you.
To make this promise a reality, our service is guided by the following best practices.
No-Touch Transactions
We want your rental process to be as intuitive and easy as possible. So, we’re increasing our efforts to provide no-touch digital tools that provide less contact without sacrificing service.
Exceptional Customer Service
Great customer service starts with listening. We take the time to understand your needs, so we can offer the best solution. This attention to our customers is what has made us a global leader in mobility. Customers come to us—and stay with us—because we always strive to deliver an exceptional digital experience.
Vehicle Maintenance & Safety
Nothing is more important than the safety of our customers. We follow or exceed manufacturer guidelines for tire replacement and oil changes to help ensure your experience is safe and uninterrupted.
Visual Inspection of Every Vehicle
As part of our Standard of Care, we provide members with guidance and tools to perform a visual inspection before each trip. This extra step includes documentation of the vehicle condition before each rental, offering you peace of mind so you can be focused on the road ahead.
Member Compliance with Car Club Code
Car Club requires members to be community-minded as they make use of our shared vehicles in line with the ‘Car Club Code'.
Cleanliness Expectations
When it comes to cleanliness, both Enterprise and members play a role. In between our cleaning visits every 7-14 days, in line with the ‘Car Club Code’, our members are responsible for leaving the vehicles clean, removing rubbish/mess, etc. Given this shared responsibility for cleanliness, the level to which a vehicle is cleaned may vary. You may get into a car we have fully valeted one day, and the next you’ll use a vehicle that, since its Enterprise valet, has been used by fellow members. Understanding this is part of joining a vehicle sharing club.
Should you find that a vehicle is in an unacceptable condition, please report it to the Clubhouse on 0345 266 9290 or email photos to helpdesksupport@enterprisecarclub.co.uk before you start your reservation. The previous renter may be liable to pay a fine – click here to find out more.