Enterprise Rent-A-Car - Earlsfield

My car was hit while parked in the car park outside of my address, the driver left his details admitting liability thankfully. So Admiral insurance arranged for my car to be fixed and for Enterprise to provide a hire car for the day of the repair at no cost to me! Sounded simple but Enterprise staff made it anything but simple! Firstly they couldn't drop the car off to me on a Sunday, "WE DON'T DO THAT" but when challenged and told I'd contact Admiral to arrange it instead, they suddenly could deliver! Enterprise took £90 from my debit card stating it would be refunded when the car was returned. When the rental was delivered it wasn't fully fuelled and wasn't clean inside! I called Enterprise to have the car collected after using it just twice, and was told they would collect it the following weekend! I explained that was wrong but they said it was arranged through insurance so I wasn't paying but they could collect it the following day so I immidiately informed Admiral and they had the car collected immidiately! The man from Enterprise who collected the vehicle was from a different branch, very polite and apologetic, he agreed the car was not clean as it should be and he would be raising the issue. He explained the money taken from my debit card was wrong but should be refunded within 2/3 days. Two days later I received £60 refund and not the full £90 Enterprise had taken, when I contacted Earlsfield office I was told I had changed the agreement and therefore being charged, I challenged this as I had changed nothing and was told I'd signed but I hadn't, I said I would be reporting this to Admiral and if I did not receive the full refund I would contact police as I had signed nothing so any signature would not have been mine, the staff member became abusive and raising his voice accusing me of threatening him, and not appreciating me telling him I'd signed nothing and would call police! He then shouted he'd refund the money and that was the end of it and hung up!!! I waited 24hrs and the money was refunded, I informed Admiral as Enterprise at Earlsfield have used this insurance claim to just charge whatever they want thinking they will not be challenged!!! The reply attached from the owner has been replied to as requested but as yet no contact has been made! Let's see if it is just hot air!

Lack of communication from their staff and their website. Their website states that a debit card is enough to hire a car from them but that’s simply not true. I have been a loyal customer to them and always paid with a debit card, suddenly my debit card is not enough and they left me stranded. I had to bring my partner with her credit card the day after to finally take the car I booked. I was lucky I was not a tourist coming from abroad, imagine the nightmare that would have been. One agent contacted me saying they would have looked at my case after seeing this review, I’m still waiting for them after weeks. We have been charged £35 after about 10 days we returned the car, without any notification!!! We had to call them and email them several times to understand this is due to a speeding ticket. However, they told us it will take weeks or either months to get the proof of this infraction. I hope I don’t need to add anything else and this nightmare is finally over.

Awful experience!!! Avoid!!! After hiring a van in advance to be collected on a Saturday morning I arrived early in the morning to ensure I was one of the first people to be seen. Only to be told they didn't have van available for me and apparently left me a message on the Friday night to cancel. They had nothing available for me at the surrounding branches and were very unhelpful! I was moving flat on the Saturday and had storage booked which all had to be moved which I incurred more costs over. This had a massive knock on effect for two days after. Almost a week later I still haven't had any refund or received any call from them to arrange a refund. Absolutely shocking!

Much simpler to get access to your hired vehicle. Usual insurance additional fee questions. Very friendly and helpful staff. Annoying free upgrade which meant I had a very large van to navigate through dense traffic

As usual never totally upfront with cost, or deposits. Car seems good, engine a. Bit weak and. Noisy.