Enterprise Car & Van Hire - Marylebone

Jilo and his team provided one of the best customer service I’ve experienced. Enterprise are always great but he definitely took it to another level, many thanks

Update: they refunded me and mentioned a human error.

Rented a car for the weekend. Car was great and service was friendly, but when I returned the car, they said everything was fine, yet the receipt they then sent me by e-mail contained charges for fuel. I returned the car with the same amount of fuel, I even took a photo of the fuel gauge at 7/8 before leaving the garage to make sure this wouldn't happen.
Make sure you check the bill they send you, even when they tell you everything is OK when returning the car, and always take a picture of the fuel gauge BEFORE and AFTER the rental!

Note: I've seen some nice comments about helpful employees informing clients on how to avoid the congestion charge. I wish I had received this advice as well, as all navigation systems will take you right through the congestion charge if you head East. Tip: Consider having a sign or asking employees to mention it to all customers? Would go a long way, make people happy you saved them £15.

So grateful to these guys for helping me out at short notice when my car didn't start and I was already running late in leaving to drive to Manchester for an important appointment. They even offered to upgrade me from a small premium to a large premium which was so kind but I didn't deem it necessary and so I declined. They swiftly got the car ready for me which was fully Covid safe and spotless inside and out. There were no issues upon drop off either; in fact, they were more than accommodating when I was slightly delayed in dropping off due to traffic and didn't impose any extra charges on me. Overall, great customer service from friendly and helpful staff - a branch I will definitely come back to should I need to use their services again.

I was quite wary at first due to the numerous one star reviews about post-charges/hidden cost. However my experience thus far was a great one (fingers crossed).

Enterprise Marylebone branch is strategically located right outside the congestion zone area of London. So if you’re renting a car to travel out of London, you could totally avoid the congestion zone charges.

I would like to give special compliments to Mohamed and the Marylebone team for making my car rental experience a pleasant one. Mohamed was really helpful and friendly which really made us felt at ease and welcomed. We even got our car upgraded to a KIA Niro for free which saved us a lot of money due to the fuel efficiency of the car.

I would definitely anyone to rent from Enterprise Marylebone!

Beware!! I had to wait to collect the van as the previous renter had returned it in a terrible state, damaged and needed extra cleaning, they said. On receiving the (wet) van i pointed out that one tyre was looking ropey but the agent checking it out, Sabrina, assured me it was not a problem (without looking at it). On return she informed me there was a small cut in the sidewall of that same tyre and retained my £200 deposit. 2 weeks later, no information on repairs and no response to my objections. They simply kept my money. It seems you are entirely subject to the whim of the agent - with no recourse if they make a mistake. No customer service, and determined to keep your cash.
4 Weeks later, an update: i have already registered all the details as asked below, and phoned every week, received promises but still no action... the PR response below is entirely spurious...

I had reserved a 7-seater car at the Enterprise Car & Van Hire - Marylebone for more than two months to pick up the car at the end of June.

With a week in advance, I call the office to confirm that everything is correct and I will not have any problems picking up my vehicle since I know that 7-seater vehicles are difficult to obtain. They answer me at the office that everything is correct and my vehicle will be waiting for me.

Well, 3 days before I pick up my vehicle I receive an email in which they notify me that they don't have vehicles, I call them by phone and they don't give me any alternative, they cancel my reservation and leave me stranded.

It has been completely impossible for me to get a 7-seater vehicle at any office in London at such short notice and my trip has been ruined thanks to ENTERPRISE. I have had to book two vehicles with Avis, at a much higher cost than originally booked on Enterprise and double the cost of additional fuel. What is true is that the service with Avis has been excellent, quite the opposite with Enterprise, I have never felt so humiliated.

The team really went out of their way to help us - especially the tall, Italian fellow (apologies for not catching your name). Super friendly and helpful. There were no vehicles left in London, so they pulled a favour with the St John's Wood branch to provide us with a van. Much appreciated!

Excellent service. I was unable to return the Toyota Prius today due to illness but they kindly agreed to collect the car from my home to avoid further charges. They gave me an ETA and arrived promptly. I would not hesitate to recommend this company. Many Thanks