Enterprise Car & Van Hire - Park Lane

Absolutely awful experience and terrible customer service. We were travelling from London to the northern side of Scotland. We were called an hour before our reservation and told they only had the vehicle we needed (automatic, gas) in a more expensive class. They refused to give it to us at the same price. We ended up with an electric vehicle and false promises that they would have it switched for a gas vehicle along our route. Was never provided with an update on where to switch the vehicle, was completely misled about charging times/mileage/accessible stations, management refused to take my calls, hung up on me, failed to send me requested info, and couldn't come up with a solution that served the customer (even though they literally had the answer sitting there). Everyone I talked to was bound and bent to have me pay more for their errors. The electric car resulted in a day and half of lost time charging and missing out on three planned events. Those are moments I can't get back. Would have given them five stars if they had just given me an automatic that took gas in a different class. Will be following up with corporate for a refund or compensation. Would go with another company over this location any day as they will not take care of your travel needs.

My husband and I were so impressed with the customer care we received at this location. Every single team member that assisted us with our car rental were kind and incredibly helpful. You all made our rental easy and helped us out with a tricky timing problem when we had with an appointment we had to keep in town that we needed to walk to. You all helped make our vacation in London, the Cotswolds, and Paris really great with the perfect rental experience.

Had 2 rentals from the park lane branch with 2 months. The person who dealt with me was Sami. He was amazing and friendly always smiling. Can't fault both services from start to finish. Would highly recommend this group in park lane.

EDIT: Thank you for your help, Enterprise Customer Service. This was resolved quickly (8/25) once I posted this review.

If only I could give this company 0 stars.

I booked an automatic with them through Expedia; they called me up the evening before my reserved date telling me they did not have an automatic available for my reservation.

I spoke with Anthony Gomes, Assistant Manager. He told me that he would let me know in the morning if they got in an automatic, but I told him to cancel (I have the emails to prove this), as I needed to have something lined up for sure. I never heard back from him. The money was never refunded, and now I am stuck fighting Expedia to get this money back, as apparently Enterprise is sticking to their "strict refund policy" and refusing to give a refund. What strict policy this is is unclear; the strict policy whereby Enterprise itself fails to make a reservation, but still charges a customer's credit card?

DO NOT BOOK HERE. DO NOT BOOK HERE. DO NOT BOOK HERE.

Enterprise- the worse. Giving me faulty cars that stink of cigarettes with flat tires and an oil change to be done as soon as I was given the car. If it wasn’t for my company chosing them, I definitely wouldn’t.

Update: they have given me another car but 2 days later- the Orange oil blinker turns on. It’s really disappointing.

excellent Service and easy process booking online. Rented a car for 1 day and was easy to book online and collection was made easy with great service by Leo who gave great explanation of all aspects of renting. Returning was equally professional and easy with great help from Michael. Will use again for sure and highly recommend. Renting a car, you need peace of mind and great support and that is given by Enterprise.

great car rental experience, attentive staff, excellent customer service, fast and smooth check in and check out. completely satisfied. for the first time, it’s a bit difficult to find the location deep into the garage, signage could be improved.

What a start to the year... had an accident on the 1st of Jan.
Enterprise got in touch the next day and had a car ready for me. I have to say customer service was fantastic.

HUGE thank you to, Ronny who was brilliant. Customer service was fantastic. He was very clear and showed me the new car specification and other features. I hope management get in touch with him.