Enterprise Car & Van Hire - Southampton Central Docks

The staff are brilliant, found us a car to get home, i can not thank them enough. Walking distance from the cruise terminal. We decided to rent a car rather than wait 13 hours for our booked coach, rang from ship was informed they only had a van available, when we arrived they found us a car. So happy 😊

If you want to be disappointed with your customer service expectations, look no further...

Several awful experiences at this particular branch (other branches - Fareham, Southsea, Essex - have been fine) but these bookings were predicated to hire from Enterprise in Southampton by need, rather than choice.

Two standout moments:

1. Reserved a vehicle two days before collection was due, received all emails confirming reservation and they called and told me it was received.

On the day, as I am going to collect the car, I get a phone call to say they have no vehicles available. I explained that I'd received confirmations and at no point was this made clear.

Felt sorry for the person on the phone as they'd gone from Southampton Airport to help out and they had picked up on this - not the regular branch staff!

2. When returning a vehicle was told they couldn't check it as they were too busy. I was free to go and they would do the checks and let me know if everything was okay.

When I asked them to check the vehicle, pointing out that if I left I would not accept any damages as it could have happened once returned, the member of staff literally tutted, rolled her eyes and muttered something under her breath.

They then made a big song and dance about doing the checks, taking their time, taking longer than any other vehicle check I have ever had, and double checking the (lack of) damage against the original hire receipt.

As mentioned, other branches have been fine but this particular one has - thankfully - put me off hiring cars with Enteprise. Do yourself a favour, hire from one of the other branches, or companies...

Dispicable service on a whole.new level. Booking made 2 weeks ago still oustadning. New booking made today, collected from home by a crazy mad man in a taxi who drive 50mph in a 30moh zone. arrived at branch, car i was allocated not here alternative car has no fuel . Now waiting for car to be returned with fuel so it can be used.

For some reason the company won't hire out to persons holding a debit card.. despite the fact the car was going to be fully insured.... Checked beforehand on phone re debit card... And only told it's because it's a non UK resident.. wasted morning and journey...

Was promised a car the following morning to be able to go to my 2 scheduled appointments (one at 12NN and the other at 4PM) but missed it as the car did not arrive until 3:45PM, but was also supplied with almost literally no petrol on the tank so I had to fill it up before I could get to my appointment and got there late because of that.

On top of that, car did not look 'freshly cleaned' as you could see dust everywhere, but acceptable enough. I am surprised that the guys who dropped the car at my place made zero effort to explain how the car works i.e. starting the car, digital controls, adjusting mirrors/seats etc - they completely assumed I knew how to use it.

Manager called me to apologise for being late and the terrible service, and was then offered a bottle of wine (that never arrived) to compensate.

They called after I returned the car to get customer feedback, which I then expressed my dissatisfaction, and customer (AGAIN) promised another bottle to help me ease the pain but guess what, did not receive anything at all again.

I found the service unprofessional in my experience and based purely on that, would not be able to recommend the company.

Hopeless. 24 hours late delivering a car and simply don't pick up the phone when trying to arrange for them to collect it at end of rental. Tired calling 5 times.

I booked an automatic vehicle months ahead of a cruise home. Purposely booked an automatic having not driven in England or a manual in 15 years. My family arrived at the same time as many others disembarking from the cruise. It seems that this branch had done the same to multiple people in that they had taken their reservation and tried to give them a lesser vehicle for the same price. A person ahead of me complained and finally received an upgraded automatic. I complained and was told that their was nothing they could do, but take £200 off the price. I informed them that I could have booked this particular car for cheaper and that this was basic bait and switch. I was immediately given a £500 discount, which I would receive upon return. Of course, nothing is that easy. I was given attitude when I returned the car by another lady, and I had to go through the whole ordeal again. After I informed them that I wasn’t going anyway without my refund or filing a police report, I was given my refund. Never again!

Customer service is appalling, DONT trust their insurance company, absolutely useless, I had a non fault accident in their vehicle, (rear ended) by someone not concentrating, arranged to have the car collected and assesed, no one turnt up, i returned it whilst injured, months later they helped themselves to hundreds of pounds in my bank as an 'excess' the third partys insurers were to pay!, injured in the accident (admitted to hospital and still receiving treatment) and not once helped with the claim.
It was provided as a courtesy car due to someone writing my car off, enterprise were the only company available, knowing what I do now, I'd rather get a bus than deal with them again.