Enterprise Car & Van Hire - South Croydon

I paid for a van from this branch to a different destination. When the van was delivered, they tried to charge me for a scratch on the driver’s side mirror which was present before. Fortunately I took plenty of photos before taking the van, so they couldn’t contest it. I asked if everything was ok twice afterwards, and they said yes. I went on my way, but only to realise days later a call from this branch demanding more payment. Checked my card balance to notice this branch tried to take a lot more money during the past few days. If I didn't need to authorise every transaction from the card, I would be in financial trouble. The destination point said nothing, but then these guys call to extort more. How can when I delivered the van they said nothing of charges? Either they are an absolute mess, or trying to scam. On my enterprise web account the rental is not shown anymore, neither do I have an email with the invoice they claim. It looks like the rental was closed as they said at the destination, thus it seems this branch is trying to make money on the side. There is nothing official to prove what they say.

Customer service was absolutely awful. They made threats of passing this unlawful charge to their main office, and banning me from using their services ever, without listening to my side and hanging up in the middle of the conversation. The brutal way they deal with their customers was eye opening. Better train your employees to not be rude and listen to their customers. I am the one who will never use your services again.
Reasons for their illogic claims:
* The amount they are trying to charge doesn’t add up. I did the math with them, which is the daily charge plus extras, they agreed it was wrong, but then kept saying the same charge
* Paid for full day, when the vehicle was used half-day. It was picked up at 6pm to be delivered the following day, Saturday at 12:00
* Charging for days they are closed when I couldn’t possibly return the vehicle, which is illegal
* Dropping the promise for free pickup service on weekends, which costed two additional days (because they are closed)

Furthermore when I made the reservation I didn’t choose roadside protection, and I have proof of that on the reservation email. Yet they forced me to get it when I picked up the vehicle. It added £6/day. None of the extras have VAT included which are completely miss-leading. Obviously a tactic to charge the customer much more than they expect. So this small extra ended up costing tens of pounds.

It is interesting that by their logic it would actually have been cheaper to declare the vehicle stolen, since I had damage waiver protection.
They also severely overestimate the importance of their own company globally. There is a lot of competition, and I have never heard of them in Europe, which is a much bigger market than the UK.

We decided on Enterprise despite the horrible reviews online that the company overcharges customers (check Trustpilot). You will only have one time customers, if you keep overcharging them. In the end they lose a customer for life, which they are happy to since they think it is worth the absurdly cost they are trying to get on the short-term. You never know who your customers are, and what impact their reviews can have on your business. Lets try the court of public opinion. I do hope you have a strong marketing team.

If they continue the harassment without reasoning, I will forward a complaint to The Motor Ombudsman. In addition I will consider taking them to court for the inconvenience and frustration caused.

I will never use these people again!!
I had organised to collect a vehicle at 10am and got a call at 9:30am telling me not to attend because they had the wrong car. I was then ‘promised’ a ‘premium car’ to be delivered to my home address by 2pm the latest as a goodwill gesture (no goodwill given that I now had to take a whole day off work to wait around and twiddle my thumbs). Then at 1:46pm I got a call from another branch 40 minutes away advising that they are leaving to bring my car!! This company evidently doesn’t value their clients time and don’t feel the need to apologise for any of their mistakes. When I spoke to my local branch who had been arranging the vehicle for me in the first place, all I got was attitude and a dismissive response. All in all they are time wasters and can’t commit to simple arrangements. 0* if I could!!

Hired a car from south Croydon branch for originally 7 days via Big Mike.
No hassles when I needed to extend at very short notice via Nicole.

Team we’re excellent and even had a provided me with an upgrade.

Found my experience with enterprise an extremely easy process, more importantly with no hassles.

My thanks to all the team there that dealt with my reservation and return ( Biraj and Harvey ).
Definitely for me, the right place at the right time… cheers.

These people just ruined all my plans. I booked van with them 10 days ago. I paid the whole amount in advance. I took days off because we are moving and 1 hour before the collection I had phone call from them that they want to do me a refund because they don't have vans. I couldn't believe what the guy just said to me. To make a new booking will cost me £130 above the total price from another company because I need the van immediately. I'll never ever do anything with this company. Ridiculous and shameful!!!

I got a rental from Enterprise South Croydon via my insurance and I must say the experience was fantastic. From when I got in to the branch the staff were brilliant. How? Courteous and extremely helpful. I needed to extend the rental as my own car hadn't been fixed and they extended no problem and contacted my insurance. I had a little problem with the rental and they sorted it within the hour! I would recommend Enterprise and particularly this store to anyone.

Friendly service, got upgraded to a premium car due to unavailability of the requested car at the same price.

The excess on some cars is quite high, with a hefty daily fee to reduce it. Seems extortionate, but I guess that's the way it goes.

Called them as my cousin recommended this branch and my insurance company Tesco's bank was being completely useless. Spoke to Etari who recommended a vehicle that was suitable for my needs at time ( great choice by the way) I went to collect the car at the branch where I was greeted by him and someone else.
Etari dealt with all my issues and queries until I gave the car back ( 4months later) and he even came to collect the car once I was done.
Thank you so much for all your help and making the experience a delightful one. Would recommend this branch stay clear of Sydenham!

Shame on the verifying sistem
And shame on the ones on the phone who are tricking you with very fast and positive response without giving you no infos that you need a credit card !
And shame on enterprise having s full booking 'set' for 3 weeks and when u go there in xmax week they let you on street cuz u don.t have a credit card for 'verification'
Stupid overall