Enterprise Car & Van Hire - Cambridge City Centre Reviews Summary

Customer Service

Pros:

• "Brilliant service, the staff are always polite and very friendly and easy to deal with."
• "Exceptional customer service from Robert H, Alex T, George E, Rhys S & Megan W at the Cambridge, Swanns Road branch."
• "Excellent customer service second to none. Was served by Shahed when picking up car and all experience was smooth and exceeded my expectations."
• "Alex and Dawid were extremely helpful! They processed my booking in a reasonable amount of time."
• "Really helpful & quick, polite & useful information given."
• "The best customer service I’ve seen in rental car ever, the branch is very busy yet Omar and his colleague Neev are doing everything they can to deal with all customers and make them all happy."
• "Fantastic customer service! Very up front with their charges and Terms & Conditions."

Cons:

• "Very disappointed with the service. We booked a 7 seater, we were provided with 5 seater on the day we came there to pick up the car since there is no 7 seat available even we paid for 7 seater ahead of time."
• "It seems as though my emails are being ignored."
• "Customer support was unacceptably slow - we repeatedly emailed and called them and only got an informative response after almost TWO months."
• "I'm fuming. Booked a car, paid and then turned up only to be told that there is no car."
• "Second time in a row that we have problems."
• "I cannot get through to them on the phone."
• "I booked a car a day before and at night (10:30 pm) they called me by saying that they don’t have any vehicle available."

Vehicle Availability and Condition

Pros:

• "We rented a Renault Kadjar overnight for a trip to Milton Keynes. The car was clean and in good repair."
• "Rented a vauxhall astra from this location... The process of picking up the car and all the paperwork was easy and I was on my way within 15 minutes."
• "On top of the discounts, they were very accommodating to our particular needs, even though we made the reservation at the last minute."
• "All staff are friendly and efficient. They also gave a free upgrade on two occasions, which was helpful."
• "Wonderful, easy, fast service every time I've used them, and the cars are very nice and reliable."
• "Got my son a car to hire for 2 weeks the same day very friendly staff that talked him though the cost and the size of car he drives an automatic."
• "The car was clean and looked almost brand new."

Cons:

• "Enterprise ruined my weekend."
• "Less than 24 hours before I was due to collect the car I was advised via e-mail that the car was not available due to unforeseen circumstances."
• "Then they said I can take taxi instead and reimburse for me, but more than a month has passed, still no paying back!!!"
• "Shady business practices. Rented a large van for the day... they found a small 'gouge' on the front tyre which I know wasn't caused by me."
• "Do not rent from Enterprise at this location--their incompetence will cost me $160."
• "I would give fewer stars if I could. First, I reserve a compact car with aircon and they provide me one without AC."
• "Booked a van one month in advance...turned up at the exact time to pick up the car to find out that they have no van on site."

Billing and Charges

Pros:

• "The cost of the rental wasn't too expensive and adding all the extra insurances wasn't too bad either."
• "Kay & other colleagues are so far very helpful and try and get you the best price."
• "Short wait to get served, but excellent service: Great car, no hassle, no hidden fees."
• "Was upgraded to premium Car for free. Whole process was straightforward."
• "Staff were really friendly and helpful. Everything was as described, no hidden costs."
• "Terrific and fast experience... No problems turning our car in early plus we only paid for the days we used the car."
• "The service is really five star."

Cons:

• "This business seems to think £650 to be reasonable for the repair of a wing mirror... PLEASE EVERYONE STAY AWAY FROM THIS BUSINESS"
• "Everything was great during the rental but there was a problem with billing afterwards and it has been months with no resolution."
• "Initially thought this was a great deal... They took £1,500 for this and I won’t get money back for weeks or even months."
• "For years Enterprise were the daddy in car hire. Last few years they have turned into one big fat scam outfit mostly ripping people off over false damage claims."
• "I am over £220 pounds down after not being paid refunds."
• "They charged £ 65,00 from my credit card at 4:35 am in January 27 without my permission about a charge notice that was £ 30,00."
• "Dishonest, or incompetent? I have made five calls to the branch chasing a refund of the refueling charge made after I hired a van."

Professionalism and Staff Behavior

Pros:

• "I collected a hire car from them on Saturday 7th January and Neve was lovely, she took time to help me get use to the car."
• "The best customer service I’ve seen in rental car ever, the branch is very busy yet Omar and his colleague Neev are doing everything they can to deal with all customers and make them all happy."
• "Fantastic customer service! Very up front with their charges and Terms & Conditions."
• "The staff were friendly and helpful."
• "The customer service was phenomenal! The staff is quick, friendly and efficient."
• "Excellent customer service. The van I hired wasn't available as some other clever customer failed to return it on time, but they were made sure I had a van a couple of hours later."
• "The staff was very professional, helpful and kind. We booked everything online and they thoughtfully followed up with us."

Cons:

• "Spoke to the manager Adam today. I am so shocked at his mannerisms on the phone."
• "Deeply unhappy at the pressure to give exemplary feedback."
• "Been refused for a car even though it was booked and paid in advance... Reason - they dont accept Uk debit card only credit card - Utterly unprofessional and frustrating!!!"
• "Most awful service of all."
• "Disgraceful service. I spoke to Adam the branch manager a few times... Not professional at all."
• "Some clerks were quite rude."
• "Just absolutely shocking how much they don’t care about their customers."