End to Enterprise car hire - appalling service
This is one of the largest car hire and is international- I don’t know how they have become so popular- thier service is absolutely appalling and you waste hours of your precious holiday time trying to extend your car hire or other issues. The email address for complaints depart is incorrect and they only have a phone number that works if you have a UK phone number. Avoid them at all cost and save your self hours of frustration
Helen Jarman
Hired a car
Hired a car . 2 miles into journey . Oil light ! Roadside assistance called. No oil in car whatsoever . Enterprise claim they checked it . Utter rubbish! Put your life in their hands avoid people . When I called hire centre not interested . No other vehicles and no one to help . Bunch of clowns . Avoid people
Bernadett1976
Totally unreliable
Booked a car through RAC for delivery/collection, 3 days ago, advised today 16/8 "sorry no cars available".WHY DO THEY TREAT CUSTOMERS IN THIS DISGRACEFUL WAY???????
James Procter
Enterprise Car Hire Bracknell Office
Enterprise Car Hire Bracknell Office do not useThey are full of promises and lies The deceit is over whelming treating their customers like foolsThey Say one thing and do another They make promises they cannot keepThe vehicles they supply are not fit for purpose - Nora if that is her name as she refused to give me her surname has no idea about the car/vehicle rental business/ lack of customer service along with her liesone person will tell yes and the will tell you noThey promised me a vehicle and at last minute told they cannot supplyI even checked five days earlier regarding a vehicleon the day they were meant to deliver the working day was nearly over and they call me to say no sorry they were unable to deliver a car trying to palm me off with a cock n ball storyI went off on one and told them i would hire a vehicle else where and send the invoice to them after as I need to keep my business running and what happens ?? A vehicle was available out of thin airThe parcel shelf was missing they had no clue where it was or even what happened to itThey need more company training to understand the business DO NOT USE this Enterprise Off in Bracknell
IF - Berkshire
This company is terrible in every way…
This company is terrible in every way they don’t keep to the agreed timescales they don’t communicate at all and you just get lied to I have been waiting for a car to be delivered for two days save yourself some heartache and go else where
Chris Clinch
Enterprise tried to charge me £500 for…
Enterprise tried to charge me £500 for damage to a car which I was not responsible for. The car in question was delivered at 10:35 on 22nd April to Tamworth services and then returned to the Torquay branch on the same day at around 3pm. On Saturday when the car was picked up it was pointed out by my wife that the car had a long scratch on the rear passenger side door. The Enterprise employee dropping off the car said the damage was within the eTool parameters and therefore was not recorded as damage on the hire documents. I took pictures of the car as it had many scratches and chips as well as this long scratch. The Torquay branch was closed and as I was travelling to Scotland the same day a friend dropped the keys around on Monday morning 24th April. When the keys were dropped off there was no mention of damage to the car. 5 weeks later on the 26th May I received a bill for £500. The letter accompanying the demand for £500 stated the car I had driven from Tamworth to Torquay had been damaged by me. There was no description or photograph of the damage. I had deleted the pictures I had taken of the car from my computer a few days before I received the £500 bill. It had been over a month and as the local branch had not contacted me I assumed the car return was fine and there were no issues. Upon on receipt of the damage claim I immediately denied damaging the car. I requested pictures of the alleged damage which I received on 5th June as I was travelling to Spain on Holiday. Once I had seen this it was clear that the damage was the pre-existing scratch which the Enterprise representative told us was within the eTool limits when we picked up the car in Tamworth. On the 6th June I sent a photo my wife had taken on her phone of the pre-existing scratch. We were lucky she had taken this picture. It took until 13th June to get Enterprise to drop the compensation claim. What would have happened if my wife did not have the picture of the scratch on her phone? Enterprise would have continued to harass me for damage which I had not been responsible for. A baseless claim can be made against a customer who has done absolutely nothing wrong because Enterprise staff cannot do their job properly. And unless you have photographic evidence there is absolutely nothing you can do about it except perhaps go to court! As a final point the manager of Tamworth Enterprise Car hire was supposed to contact me to discuss the matter. He tried once then lost interest despite a number of contacts by myself. I also contacted Enterprise Customer Services but didn’t even get the curtesy of a reply. This sums up the level of customer care at Enterprise. ALWAYS TAKE PICTURES AND DON’T DELETE THEM FOR AT LEAST 6 MONTHS!!!!
richard cullen
After an accident / don't tell them you are going on holiday.
After an accident, I was given a hire car, but I made the mistake of telling them that I was on holiday the following week, so I had to return the car. Back from holiday, and they don't want to know, they say contact the insurance company, who say contact Enterprise ??
B Perry
Hired a van from Oswestry
Hired a van from Oswestry. They didn’t have the one I wanted, the replacement arrived half a day late and it wasn’t explained to me that “Roadside Assistance” actually covered windscreens with the result that it cost me £1750 for a cracked ‘screen despite paying for the optional damage insurance cover. NOT A GOOD FIRM.
Nigel Sykes
Really poor experience
Really poor experience. Booked a car for this morning only to be told whilst I was on my way to collect the car that there were none available till this evening. This has left me with real problems. Will try not to use them again and would recommend others stay away. Not great.
Matthew Fenton
Enterprise Car-tastrophe
EnterpriseI had taken to using Enterprise in the last few years because, although they were generally the most expensive of all the car rental companies at Toulouse airport, the cars were generally clean and well prepared. A couple of times I had set off around the Toulouse peripherique, only to look down and discover that the tank was only about three quarters full. As annoying as this was, it was nothing at all compared to the latest horror. On September 15th, my EasyJet flight was late leaving Gatwick. I finally approached the Enterprise cabin to see it was unlit, locked and deserted. I couldn’t believe it! That was about 10.30 p.m. I wandered back into the terminal to run through my options. As my desperation mounted, I wondered if I had arrived at the cabin as the last person had dashed off for a comfort break, and walked back to see if they had returned. At about 11.00 I walked around the hut. Nothing had changed. My one last option was to spend the night in the terminal building and return to the cabin for 8.00 a.m. For those who have never sat in an airport terminal overnight, it is no fun at all. There is nothing to eat, and only warm tap water from the basins in the lavabo if you can catch it in your hands. Sleeping was impossible. The lights were at full brightness at all times, and the cleaning staff were busy the whole night. Having sat in a plastic chair for nine hours, I finally made my way back to the cabin. A blond lady of a certain age arrived to unlock, and we went inside to begin the paperwork. During the processing, I mentioned to her that I had called at 10.30 the previous night, but the office was closed and in darkness. It seemed to anger her instantly, and she asked if I had provided the flight number. I answered that I had, and she broke from her first task to rattle angrily on the computer keyboard. After an intent stare at the screen, she returned to the task in hand and I finally got my car. Those people who have gone without sleep for a whole night will remember how debilitated and miserable you feel for the whole day. I struggled to stay awake, particularly towards the end of my 2 hour transfer, but I had no choice but to try. That night I slept without break for nine hours, waking with a thick head on the Saturday. It lasted most of the morning and no, I hadn’t drunk any alcohol at all. Of my three clear days in France I had lost more than one day. When I returned to drop the car off, I was processed by a young English chap called Dan. He was appalled at my treatment and noted down the relevant facts and details. he told me he would consult his superior as to what action could be taken to correct the situation. He was also able to offer me a 15% discount on my next car hire, the maximum, I suspect, he was authorised to offer to disgruntled customers. I declined to take it and, cautiously, he asked what I would consider as a fair deal. “A refund.” was my reply. Not apparently taken aback at all, he reassured me that again that he would discuss the case with his superior and get back to me. That was twelve days ago. As no communication at all has reached me, we can safely assume that Dan’s superior has decided to ‘sit this one out’ and hope that I’ll go away. So. If you think you would like to find yourself stranded at an airport. And sit in a plastic chair for nine hours. Be intimidated by a crusty lady, while she tries to prove that it’s your fault. Lose more than a third of your planned stay whilst feeling dreadful. And be fobbed off. Then this is the outfit for you.
James Baldwin
Very good service
My car was being repaired so had a courtesy car provided by Enterprise Car hire Barnsley. The team were very friendly, efficient and professional. Explained everything fully and inspected the hire vehicle in my presence. Just the same on returning the car. I would certainly recommend this business to anyone in need of a hire car.
Graham Oxley ORDER ID
Was taken to Enterprise by the AA as my…
Was taken to Enterprise by the AA as my car had broken down, Can't fault the AA they were impressive with their service, shame the same can't be said for enterprise, a car hire company with no cars , I needed the car for work and was told that they didn't have any cars, they were all out and there was a queue of 6 people in front of me, called the next day person answering was evasive said they would call me back, no surprise that didn't happen! A non holiday part of the year and they don't have cars to hire , incompetence at the minimum a comtemptable attitude towards customers
Neil Bruce
Javier Carmenes
Javier Carmenes, at the Enterprise desk in Vitoria-Gasteiz, Spain deserves worldwide Employee of the Month at a minimum, for his excellent approach to Customer Service, with a smile, and his willingness to both go the extra mile in helping a stranded customer, me, and in being very professional in dealing with all around him. Multi-talented linguist, well educated, and with a very personable manner, I sincerely hope that Enterprise realise what a quality employee they have, and that they need to work hard to keep him. And I've only met Javier once!! I have however hired cars all over the world in 40 years of business travel, and this man is the tops. Well done and many thanks for smoothing what had become quite a trying couple of days following a motorbike breakdown
Peter
I just had a conversation with Joshua…
I just had a conversation with Joshua from Enterprise Car Hire. He clearly does not know what the words customer service means in his job title. He kept talking over me even though I allowed him time to speak. His colleague delivered a hire car to me with an under inflated tire. This was not visible with the naked eye. I was only notice a couple of hours later when I started the car and the warning light popped up on the dashboard. I did not inflate the tire for days and it did not look any worse. Enterprise unjustly slapped me with a £250 bill. This is going straight to the ombudsman.
Mr richard Baker
I had an absolutely A1 experience with…
I had an absolutely A1 experience with Enterprise recently the staff,the car, product & service was absolutely superier I couldnt of expected better.
Linda
Well Done Barnsley
Vehicle provided by insurance after low life smashed my car(no insurance,etc)The Barnsley branch were very polite,knowledgeable and polite.When insurance company made mistake with length of hire ,all sorted by staff at Barnsley.
JOHN
Despicable, couldn’t care less attitude
My daughter, grieving the loss of her husband decided to relocate to the U.K. from Spain and needed a hire car for her first week. She completed the online form, paid on her card in full and felt relaxed knowing that she had overcome this last hurdle. The very next day she received an email from their Clacton on Sea branch telling her to call them. A very unhelpful man with an attitude told her that she should have paid with a credit card as that is the only payment method they accept which begs the obvious question, why their system confirmed her reservation, accepted her card, and took the money from it, if it was unacceptable. He blamed their system said they could not help her and that the onus was on her to cancel the already confirmed reservation, and claim a refund which would take 7-10 days. They are conmen, unhelpful, untrustworthy. Go elsewhere.
Patricia Szalai
Worst ever
Worst ever, three cars before one worked properly. 20 minutes out a low tyre pressure warning. Road side assist promised a replacement in 4 - 6 hours then 6 hour later denied all knowledge even though there automated answer service added me if I was calling about my existing case. BS start to finish. The only way I could cancel the contract was to call the branch - Indianapolis Airport. Who despite being open in theory to midnight failed to pick up from 11.15pm onwards. Stranded without a car by an uncaring company 0/10
Paul
Incredibly Poor service
I hired a van from London to help me move house to Harrogate, an hour or so into my journey the tyre blew out on the motorway. This was incredibly scary and left me quite shaken up. I called enterprise breakdown line and experienced an incredibly poor and worrying service involving being picked up on the hard shoulder in the rain by an aggressive unprofessional man who then left me and the van in a service station for 5 hours in the unlit car park. After 5 hours, i gave up on enterprise and their partners so arranged for a mobile tyre fitter to come rescue me. Apparently enterprise remove all spare tyres which obviously makes a simple problem an awful lot worse.I assumed when i took the van back that enterprise would be full of apologies that I had to solve the problem myself, was £140 out of pocket and experienced an extremely traumatic event. Instead, enterprise are claiming damage was caused to the van which I can only assume happened when the van was being loaded onto a truck in the pouring rain on the hard shoulder or when the rescue company was looking for the missing spare tyre. They are holding me liable for this damage and have quoted £1100.I’m astounded that enterprise care so little about their customers that they remove spare tyres, use partners who are happy to abandon a lone woman in an unlit lorry park for 5 hours and then also charge £1100 for what seems to be a small amount of bumper damage which was actually caused by their partner!I am awaiting a call back but so far interactions with enterprise have not exactly been comforting
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SHOCKING
This car hire company is an absolute disgrace. I have yet to speak to the local branch as they refuse to answer the telephone. You can rest assured I will never be involved with this company ever again.
Charles
