Enterprise Car Hire - Edinburgh Waverley Station Reviews Summary

Customer Service

Pros:

• "Friendly and efficient service."
• "Service was excellent, the young lady that served us had just relocated from their airport branch and she was incredibly professional and friendly."
• "Seriously the nicest car rental staff in any rental place I’ve ever used, worldwide, hands down."
• "Emma & Ravi were super helpful, courteous and professional, which made the pick up and drop off really painless."
• "Friendly, helpful staff. Compliments especially to Sarah, who's charming and efficient and works well even when faced with a queue - she calmly deals with it."
• "Aidan and Phil were both incredibly friendly, knowledgeable, and helpful."
• "Staff were very polite and helpful."

Cons:

• "The staff were not overly friendly or professional at pick up, all seemed very young and inexperienced with poor customer service."
• "Terrible service by Waverley station people in Enterprise Edinburgh!!"
• "The woman was not very helpful and kind, we were tired and did not want to argue."
• "The response from Sharon is just another example of very poor customer service as it appears they are unwilling to email me or call me directly even if they have my contact information."
• "We were treated rudely, including by the very rude, unpleasant arrogant manager that didn't want to give her name."
• "Absolutely horrendous customer service from the branch manager of this location!"
• "Horrible customer service from one of the ladies."

Vehicle Condition

Pros:

• "Has collection of nice well maintained cars."
• "The car was clean and had great features."
• "As for the car itself, it was very clean, both inside and out, and was a great ride."
• "The cars they give me is always in a top notch condition."
• "Also, car was spotless and in great condition/felt like new."
• "Hyundai Ioniq we rented did the job."
• "The car was comfortable and easy to drive."

Cons:

• "First car given by them was making a rattling noise every time we steered the wheel."
• "When we returned our car to the Heathrow location we were told that there was damage to one of the tires."
• "They told us they would have to replace a tire because there was a tiny nick in the sidewall."
• "Once I was out of Edinburgh, I noticed the misaligned plastic on the passenger side."
• "On the last day a piece came loose underneath the car."
• "Going there, they gave us a car without adblue, it was empty, we had to top up, otherwise the car wouldn’t start."
• "The premium car was not so clean inside, it was relatively dirty considering the low mileage it passed."

Booking and Rental Process

Pros:

• "Hassel free service, was easy to find the location."
• "Nice people to deal with and very convenient location."
• "I got to the location without a booking and needed to pick something up asap."
• "Long story short, I called them up and they quickly sent someone out with TWO car seats just so that my wife could have a look and make sure we used the right one."
• "What impressed me was the transparency of the company policy, explained very adeptly by the staff."
• "The whole process was really easy."
• "Very easy car return process."

Cons:

• "Days later we discovered that they had charged us more money for unspecified reason and also they never gave us back the 25% discount THEY PROMISED."
• "This place is absolutely IMPOSSIBLE to find."
• "When arrived, in a dark underground car park, was told they did not have the vehicle I booked small SUV, so upgrade was offered as a large SUV."
• "Booked online and scheduled an amazing adventure to fife, to get shocked by them not having a car which I pre-booked."
• "Had reserved a rental car for our week in Scotland, but they overbooked, and told us we were out of luck."
• "Car was half an hour late affecting our trip plan."
• "We were quickly instructed about the car damages and the policies and we were ready to go."

Customer Support and Communication

Pros:

• "Thank you for contacting Enterprise Customer Services. My name is Lisa and I will be happy to assist you today."
• "Nice and friendly staff, straightforward booking, pick up and drop off."
• "We had the greatest service upon our arrival at the rental facility."
• "Ravi took the time to break down additional insurance's and the costs, but left it with me to ultimately decided."
• "All of the staff members were extremely helpful and very friendly."
• "The staff are friendly and helpful."
• "Probably the only rental place for new drivers (licence holder less than two years). Good service, I got a call before pick up with a reminder of what documents are required and info about deposit, which was a nice touch."

Cons:

• "This has been going on for over 10 days, and I'm still sitting on three unanswered emails."
• "I'm hoping that posting a review will warrant the manager to reach out."
• "In the report, there were specific instructions to contact us, and this never happened."
• "We have been asking for the price difference and the money we spent filling the tank of the first one but didn't use because it broke down within the hour and they have been completely unprofessional."
• "We are still waiting for the documents and WOULD DEFINITELY NOT RECOMMEND Enterprise to anyone based on the horrible customer service."
• "The message from the Enterprise employee below was completely useless."
• "I then received a letter stating that they are taking my deposit as there was damage to the car with no proof."