Enterprise Car & Van Hire - Cheltenham West

Friendly, hard-working and helpful. I have used them before.

However, the van I had hired was not available when I arrived and the only alternative available was the use of a much larger van 45 minutes after the start of the hire period. I was offered some discount off of the insurance excess cost, but no reduction in fee.

While the van performed the function it was too large for the job and difficult to manoeuvre in the pick up / drop off areas - which is why I'd wanted a smaller van.

They have offered me a cost reduction on my next van hire, should I do so.

I suppose I was just unlucky but the car supplied failed to start the next morning due to flat battery. Sorted quickly by AA but when returning the car I was asked to fill an incident report form. Subsequently received a £60 demand for "change of condition" which would be automatically charged to my credit card. Had to go through hoops to cancel this charge.

Great service, i got let down by a different company the day before for something very important and Zak sorted out my hire very quickly and cheaper than the other company. I didn't even have to worry about refuelling after as they refuel for you at a cheaper rate than your usual garage prices.

The van was a brand new 19 plate sprinter xlwb with full Bluetooth media system, rear camera with parking assist and censors.

Will be using their services in the future.

Best word to describe my experience here is "discomfiting".

PROS:
- car was as described
- credit card not required (left £200 deposit from debit card)

CONS:
- odd "security" questions: "second phone number", "employer's details"
- unbelievable excess: £1000
- strange, Used Car Salesman vibe
- almost empty fuel tank

The main thing to point out is the Used Car Salesman feel to the whole experience. We had to go outside to complete the booking process, and it turns out that this was so the rep could start the engine and invite me to sit in the driver's seat. Once it became clear that I was not going to add 60% or so to the value of the original booking in order to reduce the ridiculous excess, another rep got involved to basically read out all of the things I was foregoing and agreeing to, presumably to give me a chance to see the error of my ways.

I don't care if this is "just how it is" with renting a car today - no-one needs to be patronised and mulcted like this: avoid.

Everything was spot on. Great customer service by great individuals. I was even offered a ride to the bus stop when the weather was unfavourable(Thanks to the lady.I'm sorry I didn't get your name).Thanks to Liam, Sam and the rest of the team at Enterprise Cheltenham West for the great service that you provided.

We were given them through our insurance. Said it would be on one day, didn't bring the car until a day later. Kept changing the time for drop off, saying they would be 30mins and ending up being 4 hours later. Then the same on coming to pick it up. Will be with us in 30mins, then called again later saying it would be an 1 hour 30 mins. Would not use this branch, seem unorganised and terrible customer service.

Worst customer service I have ever deal with. Had a little bump 2 months ago in a enterprise van, managed to get the third party to accept blame (it was their fault anyways).
I've been waiting for nearly 2 months now with no updates apart from the information I have had to squeeze out of the rude and inconsiderate staff at the Cheltenham branch.
I naturally lost my patienece and wanted to take it higher but the staff member ive been dealing with, refused to tell me their name due to it being "unfair" as itll harm their monthly ratings.

Save yourself time and effort and go somewhere else to hire vehicles.

YOU SHOULD BE BETTER ENTERPRISE...

This was my first experience of Enterprise. I usually use Avis or Hertz, but I was pleasantly surprised at how well I was served at Enterprise. Nice car, good service. Definitely recommend.