Enterprise Car & Van Hire - Hammersmith

I have used this branch twice. Its good value and good vehicles. The service team in the branch was excellent, Harry and Ella at this branch were very helpful and good professional attitude. I was also impressed with Sophia in the branch managing what could only be said a very difficult costumer. I watched a master class on how to deal with an annoying costumer with professionalism and understanding great team! I will continue using this company in future.

Changed my hire agreement less than 24 hours before delivering the car. And told me the wrong time for delivery repeatedly (I confirmed 3 days before to make sure everything was in order) then told me they would never deliver at that time. I have now had to cancel meetings to be in for the vehicle.

picked the car up from Hammersmith, car offered to me was very dirty Harry tried cleaning the car then told they made a mistake that car wasn't for me then offered a different car with was downgrade. good car clean I had no problem with it.
good Service from Harry when I returned the car greeted by Ella very professional in few minutes all sorted got my deposit back three days later, overall good service I will use them again.

Never had a problem with Enterprise before but it appears that this location uses tactics associated with "lower quality" car rentals.

In particular, after agreeing to one change to my reservation, I later discovered several additional add on charges which I was not informed of. Also they mischarged the car class on me, which only became apparent after the fact (charged for a more expensive car class than they provided).

While "customer service" might reply to this and other complaints, it appears this is just marketing to make prospective renters feel okay. A few other reviewers note similar lack of any followup. I have filed no fewer than three separate customer service requests through different avenues (and months have elapsed). I'm told my billing issues are legitimate and I'll be contacted, but nothing ever happens. One rep (at corporate Enterprise) told me she's never seen one of the particular unexplained line item charges that was added to my bill in 10 years of working for Enterprise.
Instead of replying to this post and asking for information, look up one of the three complaints you have on file and address it.

I never got my deposit back. I was told I would get a notification the following day. I knew it wouldn’t be the entire deposit as I clipped the wing mirror. And no one contacted me. No email. No call as promised. I called in. Got told a totally different story. Was told someone would reach out. No one has. Really upset by this as the lovely manager said it would be resolve. But no. No no no.

The car hire was fine. However, as soon as I got home after returning the car I start getting calls on my personal phone because they wanted a positive review. Quite aggressively. Also, they didn't mention that congestion charge is not included in the rental price, although their office is not too far from C zone. I received £80.00 fine and they added £35.00 under Admin fee. So a total of £115.00. Very poor communication and bad manners. DO NOT recommend!

We have hired cars from this branch on 2 occasions. The service is faultless and seamless.We wouldnt bother looking around at other companies for quotes when you get excellent service like this. Great range of vehicles and spotlessly clean. 5*

Really fantastic customer service from Enterprise Hammersmith. Thank you to the whole team for being so friendly and helpful and in particular to Ross for all his efforts for us!! We really appreciate it and it is the reason we would hire from here again. Very impressed with the level of customer service that we received!