Enterprise Rent-A-Car

Sadly have to revert my glowing review as customer service has taken a nose dive since the new staff started.
No interest in retaining a long time customer since the new staff came in. Surely the agent did everything by the book when I reported some scratches (I didn't try to hide them). However, asking me if I'm a frequent customer (yes, I rent quite a lot from you), smiling at me and going "That's £1000 please." was a bit off the mark. When I pointed out that previous staff had been more flexible in exercising their discretion, I was told that "oh, yeah, other people do that." (Clearly not him) When I asked how quickly this would be resolved, was told it could be up to 4 weeks, despite me pointing out that my insurance had a time limit on claims, so I'm likely not getting my money back. This was 3 weeks ago. I have since not had an update (previous staff were very good at that) nor any communication. There seems to be an implicit assumption that it's my responsibility to chase this - not good customer service.
While previously I didn’t even bother to look elsewhere, because the staff had built excellent trust and a nice relationship, I will now shop around. It took the branch staff a good 2 years to build this trust up. One interaction destroyed it.

Been rip off: I am customer over 10 years never had problem with my all rented car from you. This time me and my wife checked the vechile and had to tell the staff about the scratches . I missed one very small at the back of the car and didn't see it because the car hatchback facing the dark side of the hall. and it does not seems to be something happened recently small bend straight under vaxhall zafera logo in the back door there is no way this could happened by external act. I beleive also its not the size to charge for the customer. After we returned the car different person checked the car and told us about the bend, because we didn't know and we were surprised and told him this is not happened during our rent time, he didn't believe us we told him ask the person who checked the car for us. And we were there the person said I didn't know if it was there, and still they charged us for it although there is no any time that we are away from the car so as to be damaged. The point is not the money they charged us, its a commitment or responsibility and honesty if this happened during our rent we will tell the truth not waiting for them to find it out. We asked them to check at least 3 contracts rent before us for this car to make sure may be one of the other has spot it before, they said they did but I don't trust them. Personally I believe its not a damage to charge customer for. And its not worth to complain about it but since I received this evaluation e-mail thought to give it a go.
Finally its my fault I should photo the car all around before the rent not to trust them blindly.
Dr. Elfatih

Very accommodating to customer requirements. Friendly staff.

I had a car following a none fault RTA, was told I'd get a like-for-like vehicle. This did not happen in many ways. The car I had didn't have a sat nav and wasn't a good brand which made the rest awful; was an automatic (I have an automatic) which was clunky and jerky, struggled to reverse, the interior was basic and the main functions didn't work or couldn't use them at night. In terms of service, they were suppose to call within 2 hours of me notifying my insurance company; that didn't happen and I ended up calling them three days later-they don't open on Sundays. Once arranged, the manager appeared to be a control freak and was blunt to the point of almost being rude. Next time, I won't use them. I'll never use them again.

Vert helpful and friendly people

Very helpful and explained everything to me. Made sure I knew all the controls on the car

Always very easy to work with Enterprise - the team are always v helpful.

Fabulous customer service. Wouldn't go anywhere else.

The desk staff are great. Always happy to see you. They always make you aware of upgrade options and additional facilities/cover. They don't hard sell extras which is very good and customers feel at ease throughout the process of hiring. They will always pick up and drop off home when requested and the process of picking up and dropping off the vehicle is smooth and quick. I have rented many times there recently and they will do their very best to accommodate the customer. Thanks to Gavin, Sophie, Nathan, Stefan and rest of team for a great Enterprise site. Keep up the good work.

Awesome staff... 😆