Enterprise Rent-A-Car

brilliant. Good service. well recommended.

I've had ten rentals since January. The staff are polite and friendly but their business processes let them down sometimes. On one occasion a member of staff tried to bluff through either a mistake or a deliberate deception. In summary I've had 1 truly excellent experience with the branch, 5 absolutely fine experiences with the branch, 3 bad experiences with the branch, 1 bad experience with the national call centre. Details of each experience follow if you want to judge the stars and summary for yourself.

As a general comment I realise customers sometimes return vehicles without a full tank and pay a refuelling charge but Enterprise's business processes don't include using that money to refill the tank. So I've had three out of 10 rentals where there has been insufficient fuel for my journey (3/8ths of a tank or less) which has meant diverting to a fuel station and filling up before I can set off. On each occasion I've been picking up the car when they open in rush hour and if I want to use reasonably priced fuel this adds a noticeable delay to the journey - in effect it is a hidden extra charge if in a rush you have to use an on route more expensive fuel stop.

The following is the history:

January - incorrect information. Phoned national call centre to get internal dimensions and booked accordingly. Turned up to find out they hadn't included the wheel arches. Branch sorted the problem. Whilst I was pleased with the service in the branch it delayed the start of a very long all day drive and increased my stress levels unnecessarily.

June - wrong car. Turned up and was shown round an Aygo. I protested and was told it was the same class as the Fiesta I had booked. When I said lets go check the reservation system I was told they had made a mistake because they were confused. 30 minutes later the right car was offered to me.

July - late car. Car was booked for noon. When they brought it round they discovered the windscreen was cracked. That clearly hadn't happened whilst it was parked round the back - in short they had failed to check the vehicle on return and again whilst cleaning it. I had to wait 30 minutes for them to retrieve a car from another site.

July - everything fine. Car available on time and right class.

August - everything fine. Car available on time and right class.

September - exemplary service. I had a car booked for a Monday evening, but due to urgent personal circumstances I had to travel on the Monday morning. I turned up unannounced at the Branch and they rapidly found me a car and sent me on my way with an open ended hire as I didn't know when I would be able to return. I was really delighted.

September - downgraded to an unsuitable car. I had prepaid for a car and was told with 20 minutes notice that they had given it to another customer and asked if a downgrade would be suitable. My answer was no but they had no other car available so I had to take it and the question was clearly a bit pointless. I ended up with an Aygo that was so underpowered it added nearly an hour to my normally 3.5 hour journey and meant I arrived too late at my destination for the trip's purpose to happen. It is also not a good car for somebody who is 6 foot tall to drive for two 4.5 hour trips. Still waiting to be told that the refund of the difference in cost of the car has happened nearly a month on.

October - everything fine although it was nearly 25 minutes from arriving at the branch to driving away. The car supplied was a mini-MPV which is a higher class than I had booked.

October - everything fine. The car supplied was a Vauxhall Astra which is a higher class than I had booked.

November - everything fine. Car supplied was car booked, ready on time.

Excellent service. Friendly staff, go out of their way to help you.

I've had nine rentals since January. The staff are polite and friendly but their business processes let them down badly. On one occasion a member of staff tried to bluff through either a mistake or a deliberate deception. In summary I've had 1 truly excellent experience with the branch, 4 absolutely fine experiences with the branch, 3 bad experiences with the branch, 1 bad experience with the national call centre. Details of each experience follow if you want to judge the stars and summary for yourself.

As a general comment I realise customers sometimes return vehicles without a full tank and pay a refuelling charge but Enterprise's business processes don't include using that money to refill the tank. So I've had two out of 9 rentals where there has been insufficient fuel for my journey (3/8ths of a tank or less) which has meant diverting to a fuel station and filling up before I can set off. On each occasion I've been picking up the car when they open in rush hour and if I want to use reasonably priced fuel this adds a noticeable delay to the journey - in effect it is a hidden extra charge if in a rush you have to use an on route more expensive fuel stop.

The following is the history:

January - incorrect information. Phoned national call centre to get internal dimensions and booked accordingly. Turned up to find out they hadn't included the wheel arches. Branch sorted the problem. Whilst I was pleased with the service in the branch it delayed the start of a very long all day drive and increased my stress levels unnecessarily.

June - wrong car. Turned up and was shown round an Aygo. I protested and was told it was the same class as the Fiesta I had booked. When I said lets go check the reservation system I was told they had made a mistake because they were confused. 30 minutes later the right car was offered to me.

July - late car. Car was booked for noon. When they brought it round they discovered the windscreen was cracked. That clearly hadn't happened whilst it was parked round the back - in short they had failed to check the vehicle on return and again whilst cleaning it. I had to wait 30 minutes for them to retrieve a car from another site.

July - everything fine. Car available on time and right class.

August - everything fine. Car available on time and right class.

September - exemplary service. I had a car booked for a Monday evening, but due to urgent personal circumstances I had to travel on the Monday morning. I turned up unannounced at the Branch and they rapidly found me a car and sent me on my way with an open ended hire as I didn't know when I would be able to return. I was really delighted.

September - downgraded to an unsuitable car. I had prepaid for a car and was told with 20 minutes notice that they had given it to another customer and asked if a downgrade would be suitable. My answer was no but they had no other car available so I had to take it and the question was clearly a bit pointless. I ended up with an Aygo that was so underpowered it added nearly an hour to my normally 3.5 hour journey and meant I arrived too late at my destination for the trip's purpose to happen. It is also not a good car for somebody who is 6 foot tall to drive for two 4.5 hour trips. Still waiting to be told that the refund of the difference in cost of the car has happened nearly a month on.

October - everything fine although it was nearly 25 minutes from arriving at the branch to driving away. The car supplied was a mini-MPV which is a higher class than I had booked.

October - everything fine. The car supplied was a Vauxhall Astra which is a higher class than I had booked.

All the staff were great and very friendly. They made us comfortable whilst we waited for them to check the vehicle.
They dropped us back off at our accomodation after we dropped the car off which is a great service.

Staff at scarborough branch extremely helpful. Very friendly and made the whole hiring experience easy and stress free.
Have had various rentals from business use in past from other companies but did not compare to the high level of service recieved from Scarborough branch.

Yet again I have had to enter into arguments with Scarborough Enterprise. I booked and paid for a 7 seater car 20 days before I was due to collect it, I also phoned and confirmed the booking, stating it must be a 7 seater and it must be available on time (Enterprise adjusted my pick up time to help with this) as I had appointments to go to and people to collect to drive down to London for a funeral. I was called on the morning of collection to be told the car I was due to have was out and would not be back till 2 hours after I was collect. To say I was displeased was an understatement, I've given Enterprise 2 hours to sort it out, we'll see what happens. This is also not the first time I have gone to collect a car at a certain time and it has not been there or ready. The adverts on the telly are a joke.

All staff are so friendly n helpful n 1 member in particular is kat she was a delight as she told u were everything was n checked the car twice for damages but defo bt renting off them again as great service n couldn't b happier

A expense hire centre there are cheaper in town

First time we'd hired a car for a holiday and it was a great success. Great to deal with, Kat was most helpful, friendly and a great ambassador for Scarborough. Highly recommended

Best car hire company