Enterprise Car & Van Hire - Waterloo Reviews Summary

Customer Service

Pros:

• "The assistant manager made the most incredible gesture to us and drove us to Stansted airport."
• "The whole process was smooth and easy and the service was amazing as well!"
• "They were friendly and very helpful."
• "The representative (Ismail) was certainly helpful on pick-up."
• "Sami, Grace and Nurul were all very helpful. Gave me an upgrade and thankfully I didn’t have to wait very long."
• "Mr. Yousaf Zubair from Enterprise Waterloo attended my family with extreme attention and professionalism."
• "So grateful for the thoughtful and considerate way all the staff I encountered... handled my very complex booking."

Cons:

• "Avoid at all costs. Definitely the worst experience ever in car hiring."
• "They will charge you afterwards for damage that is there even if you yourself didn't hit anything."
• "Enterprise fines department have no phone number and don’t respond to the email account they suggested I use to dispute the charge."
• "This is an absolute scam and when you've already been blindsided by a large fine, it only makes matters worse and doesn't show that Enterprise care about customers at all."
• "The management of this office is abysmal, I’ve picked up cars/vans a couple of times and waited over an hour in the queue."
• "Horrible experience this morning, They have new policy where they have to check your address thought a gov web site."
• "Don't believe the staff when they say they will pay the London congestion charge for you by adding it to your bill."

Vehicle Condition

Pros:

• "Cars are always in fantastic condition and extremely clean."
• "Our vehicle was ready for us despite us being early and we were quickly on our way with a better vehicle than what we had reserved online for no additional charge."
• "I was lucky to have a brand new car with bells and whistles."
• "Another time I rented a SUV. Returned with not a scratch."
• "Rented a car from them for my trip to Edinburgh... the insurance money was immediately returned back to my bank account."
• "Manager kindly offered an upgrade of a Hyundai hybrid which was near new with 500 miles."
• "The cars are always clean and work well and they always take the time to walk round the car with you."

Cons:

• "Car late and not an automatic also dirty and had an engine light – as an apology don’t have to pay congestion charge [then get an email saying I have been fined for not paying congestion charge some time later]."
• "Although the lady who helped us was very friendly, we got a car that smelled horrible to dog and was dirty from the inside."
• "The car needed to have some technical revision as there were two lights on."
• "The van was damaged on collection and it was reported on the rental agreement."
• "The car they gave me, within 45 minutes said that the tyres had some issue... No light after that."
• "The car was supposed to have full deposit but it didn't."
• "Car was filth inside crumbs every where, the wind screen wiper was more dangerous than useful."

Booking and Rental Process

Pros:

• "Everything went smooth and quick from the booking to pickup and to the drop off."
• "Had a really great experience here this morning! Picked the car up quick with no problems and staff were really helpful and friendly :)"
• "Really appreciated the calm and helpful service."
• "The return at Heathrow was smooth too. They have buses to ply customers to the terminals."
• "Very satisfied with the great service and car I received!"
• "Excellent service from these guys. Have rented 3 cars from them now."
• "Pick up and return were easy, and the car was super clean."

Cons:

• "I ended up paying Enterprise for a service when I would have a lot better off doing everything myself."
• "Had no problems with the service until after I was done with the vehicle... Currently still trying to resolve the issue 7 days later."
• "Hired a car for my fathers funeral. I mistakenly put one digit wrong for congestion charge on the day. The subsequent customer care has been wholly inadequate and misleading via email."
• "Polite and nice staff but incredibly slow. Took over an hour to pick up our rental car."
• "Enterprise online booking system dose not work. Booked a van days in advance and when I arrived they had no vans."
• "Despite negative reviews, my experience was great."
• "The service provided by Peckham on the phone was very confusing."

Charges and Fines

Pros:

• "Assistance branch manager said congestion charge waived for first and last day to apologise for mess."
• "I made one phone call to Enterprise, and spoke with one rep (Michael), who in less than a minute advised me, 'No worries, sorry, I don't know what happened, but we are taking that charge off right now'."
• "Manager and sales were helpful in deducting one way of the charge."
• "Refund of deposit arrived the next day."
• "I prepaid the congestion fees when closing out our invoice and still got an invoice from enterprise for the fees totaling $115."
• "We rented the car in June and on the collection day they guys said congestion charge all included in the price."
• "I am a long term customer with enterprise. I hire vans from the Waterloo office twice a year and the service I have received over the last 4 years has been excellent."

Cons:

• "Received an £80 fine for Rotherhithe Tunnel because there is a crazy low 2000kg limit that the small van violated."
• "They also charge 20GBP for a 15GBP charge. Do it yourself online, it's the only way you will avoid a fine."
• "Enterprise defraud customers."
• "They justified the increased price in that it now included congestion charges for two days. This was not true, I received a fine of 80 GBP plus a 35GBP admin fee."
• "I then received a $130 fine due to not paying charge on 2nd day even though I paid for 2 congestion charge and drove 2 days during congestion time."
• "They misled us about including the congestion charge in what was being paid and they’ve also charged - without alerting us - £250 for a puncture."
• "Now received a fine for £125 for unpaid congestion charge. Branch manager has refused to budge."