“Genuinely the worst customer service I have ever experienced. The rental was picked up, checked for damage and none was found. Once back at the centre they called me to inform me of windscreen damage. I suggested, that as it wasn’t discovered, it could easily have happened on the drive home, so the guy went to speak to his colleagues, then never called me back, so I naturally assumed that the matter was dealt with. I later discovered that they had then proceeded to just send a claim directly to to the insurance company. Obviously irritated by the underhand nature of this, I called to complain, but because I had the audacity to suggest poor customer service (calmly I may add) the customer service rep was rude, then hung up. I lived abroad for many years, so have a lot of experience with hire cars, and The service at enterprise is without question the worst!! Don’t even deserve 1 star. Use hertz or Europcar or literally any other provider, as they are cowboys who will scam you in whatever way they can!!”
“rented s Merc sprinter Luton back and tail lift . It was with a 1/4 tank diesel to which I added 40 litres a total of 58 litres. I drove to Shiney Row in Durham and picked up a fireplace and set off back. At a place just south of Wetherby on the motorway I ran out of diesel. It was 225 miles , the van had been showing the fuel warning light but I disregarded it as it was showing all the time even when I filled it up with the 40 litres. Other fault lights kept appearing all the journey such as rear light, radar sensors dirty as well the faulty fuel lights.
The as came to the rescue and took us on a low loader to ferrybridge where I put in another 32 litres of fuel. We arrived back at Nottingham with a 1/4 tank showing. An economy rate of 4.19 miles per litre. Total miles 310 less 8 on low loader divided by 72.
On returning the van to enterprise van hire I complained that this was unacceptable and could they investigate.
They didn't believe me or my passenger as the warning lights did not display when stationary.
They admitted they knew very little of the vans history or service record as it was from another branch.
They said over £100 of diesel for a 302 miles journey was acceptable. The warning lights were a figment of my imagination. They did not even start the van or test drive it to check my story about the warning lights.
In short they dismissed me as a liar and a blaggard. I strenuously argued my case at which point I was asked to leave the car park at enterprise van hire at Unit 2 Daleside Road Nottingham. I asked to speak to the area manager and raise a complaint. I was denied this, I asked for the AA report on the incident, they said I had been asked for my email address by the as man, I hadn't and a report wasn't sent to it They said the report wasn't sent to them even though the call out was by them on their contract.
I have no contact from the manager at Daleside Road, JAKE or the area manager. A complaint has not been raised even though they would not look into the matter.
They also said that false economy mileage figures by Mercedes-Benz account for the difference between their advertised economy figures and that acheived by their vans and cars. I acknowledge there is this to take account of BUT they don't double the mileage per litre rate.
In short their customer service is below that expected of a national company or is it just JAKE at Daleside Road Nottingham who is letting the company down.”
“Do not rent from the Shreveport Regional Airport. Tim is very unfriendly and not willIng to assist you unless you are a person of color. He was more interested in visiting with other people in the area than assisting me. For those of you not aware you need a letter of some sorts stating your state had extended your drivers license expiration date due to Covid 19. Yes they are aware of the extension but unless you have the letter printed and in hand you are screwed. Put this on your Notifications Enterprise. Stranded without transportation.”
“I had car crash and my insurer (Zenith) arranged a courtesy car through Enterprise Rent a Car. I was told what to do, what car and where to be.
Since then I had miss information from both companies, included telling me it is all fine and not to worry. Enterprise Rent a Car then called me to instruct me that I have to take the car that same day, with no warning and leaving me with no car if I had.
A few days later, once I had spent the last few days chasing the companies involved, rushing to find and buy a car the Enterprise branch then rang me. They asked if I was free for a discussion, I was not so I asked for them to email me. They instead took it upon themselves to take £141.08 without any information or invoice.
They were helpful and friendly company on the first day and until I took the car. Once they had me signed up they changed into a miss informing and dishonest company. Please take your business elsewhere, do not risk being in a similar situation to me.”
“Absolute joke company, ripped us off after we pointed out tyre damage and scratched wheels before we took the car from Heathrow branch, we were told tyres and wheels are not registered so don't worry about it. Returned the car after the renatl period had ended, they then claimed we ruined the same tyre we pointed out - charged us a full £300 for an old 'damage', claimed the damage was signed for with no proof, and took an extra £100 in a separate payment. When I called to follow up, they cited that it was for a bumper repair, then changed their tune back to the tyre baloney after passing me from pillar to post. Nice way to boost your sales, Enterprise! I wonder how often it happens? The staff are a joke, and the website is equally as pitiful. Read the T@C's properly as they will clean you out if you are not careful.”
“Be warned I hired a van for weekend from Grimsby depot all god took it back got checked deposit returned then 10 days later letter stating damage to van they are charging me so I stopped my card and rang them they said van had damage down the side to the value of £2,500 I said it was checked in no damage they said they missed it I laughed this was the whole side caved in since then had threatening letters I have wrote rang now two months later they say not my accident but no apology al all disgusted with the customer service how many people have they tried that scam on and have paid”
“i rented a car from Rock ferry branch. car was washed seconds before i was supposed to inspect it for damage. Took lots of photos. went on holiday. returned car and told staff that warning light had just come on for low tyre pressure. manager said to get damage form??? tyre was pumped up and light went out. then same manager came out and accused me of damaging car. explained again that car was soaking and water was cascading down panels. then was told that £1000 was needed. i only had £80 to last till payday but they took that anyway. I reviewed photos when i got home and when you zoom in you can see where the damage is. i phoned the depot and forwarded them the photos and asked for my money to be returned. Emailed the ceo, branch manager, regional manager and national manager as well as the escalations team. all i get is emails saying the issue is resolved?? and all information has been forwarded. Still have no money. Just keep getting snotty emails from Marketta from escalations team telling me that my claim will be dealt with when they get round to it, no time limit. They cleared my bank with no warning but apparently getting your money back takes a considerable amount of time. So i am using that time to warn people about protecting themselves if they are thinking of hiring from Enterprise rent a car. Take photos of everything. Dont get a puncture or you will be billed for replacement tyre. I have never known a hire company like this in my life!! when female manager "spotted damage" she phoned head office and said damage would cost, at most £150-£180 so why would they need to take £1000 from my account, and that would have been if i had damaged it...which i didnt.”
“Avoid, avoid!! Terrible service from the Enterprise office at Bilbao airport. When returning a hire car, the girl behind the counter (Naiara) inspected the car and decided that there was a chip on the windscreen, which was invisible to us. On much, much closer inspection it looks like there may be a tiny mark smaller than a mosquito. She started scratching it with her metal pen and made it several times bigger. Then proceeded to charge us for a brand new windscreen. We took pictures of the mark. A few weeks later when we receive the bill and new pictures of the damage from the repairs garage, they show a completely smashed windscreen!!! And the invoice states broken windscreen. On further investigation it turns out that the repair garage is also located at the airport and probably run by the same company that runs the Enterprise and Atesa franchises in Bilbao airport. We called them multiple times to clarify and they were obstructive and extremelly unhelpful. Enterprise head office should be investigating how these people at Bilbao airport are representing the Enterprise brand and company name. The service that we received was awful, and their behaviour was more suited to backstreet dodgy dealers than to a reputable multinational company. Enterprise should be embarrassed of how this Bilbao airport office is trading under their name.”
