Enterprise Car & Van Hire - Welwyn Garden City

33% Success Rate!!!!

I have only used them for 3 car hires. I cannot recommened them. Here are my experiences.

Trip 1. Fine. No problems.

Trip 2. A guy asks me my employer details when I am picking up the car. Wasn't asked on Trip 1. And I do not see the relevance for a personal car hire. It is not mentioned as needed when booking, so I didn't see any reason to give it now at the 11th hour before being handed keys. Felt dodgy. So I refused, to protect my data which we are told to do! He said I can't have the car if I don't tell him. So... as I don't allow people to blackmail me.. I went and dealt with management. I not only got the car that day but I didn't have to give that irrelevant nformation either. I am not interested in your own gathering of data ... for what... personal data sales? Making money? Who knows? Relevant to the transaction only! I also was given £60 as apology and an email from their Data Protection Dept stating that the info was excessive and not required. This meant I would not face issues renting in the future. So.. I gave them another chance and used them again. It was a mistake.

Trip 3. Turned up at 1pm. They didn't have the car. Offered me a car I don't really want as I had hired it before. Or a simple refund of my own money. Acting as if a refund is them doing a good thing! It is my money! You didn't fulfil the contract. Of course that comes back to me. I am not grateful in the slightest about that. Reluctantly, I said that I would take the other car. They then said... (and here they are taking the biscuit).... that it is not in yet and when arrives needs cleaning. Do they think people don't work and don't have lunch hours? I can't be standing there who knows how long waiting. Why not phone me as good customer service BEFORE I make the trip to pick it up??? I have just travelled there and wasted my own time and travel costs. They gave £25 as goodwill. And said I could leave and they will deliver the car to me. But only later that day by 5pm. We have early Friday finish. I wanted to use it in the afternoon after picking up at 1pm. That was the point. And so the £25 is nothing then. It is just really the day hire cost refunded approximately. I am still out of pocket by the travel costs to and from the office that I would never have needed to do if they had used common sense and phoned me and not let me turn up... and my wasted time.

The general non manager staff at this store are beyond miserable. Even Trip 1. They shouldn't be dealing with customers. Bad customer service. They look annoyed when you get any kind of goodwill gesture applied. Rather than learning and growing as customer facing representatives. Training at this store is bad. Can't speak for other stores. If you really want to use Enterprise... perhaps try different than Welwyn Garden City if you can. Even when delivered the car it took ages to get the transaction done. Their £200 retainer nonsense.

Terrible. 1 hire without a problem out of 3 hires. Do you want to risk it???

If they don't make this right and contact me... Enterprise as a company that is..... significantly right as a proper goodwill apology where they are out of pocket by more than a pittance for all they put me through .... a stressful experience... then I am never using them again... anywhere!

Total spend here near £1500 over 3 rentals as was I renting the cars for weeks at a time, remember. If they don't want my business. Fine. Competitors will.

You should also be aware for all stores about that DPA issue, not just Welwyn that is certainky relevant for you as a potential customer.

PS. Covid Cleaning Attached! You be the judge!

Oh... and what is the £200 deposit really for? Fuel. They say it is the car. But common sense shows how BS that is. What is £200 going to accomplish in relation to a £8000 car? Why not be straight with people.

UPDATE. Enterprise asked me to email in their reply below. I did so. I got a reply that only pushed me back to the place where the complaint originated. Fairly useless. Enterprise would not deal centrally. Gave up!

After the Welwyn Garden City branch called me to tell me the van we needed wasn’t available they haven’t refunded us the full amount and kept £40 even if it was them who cancelled it due to not availability of car. I called them numerous times and they keep saying” no problem we call you back” but it never happens. Do not use.

Friendly and professional service. Quality staff. Good prices and vehicles. Having dealt with a few shady hire businesses in the past, I'll likely stick with this group going forwards.

-500 stars if possible, clear Racial Discrimination.
we booked a van for moving purpose and they agreed initially and at the day of moving they rejected once they saw us. we had to make 9 trips in a 16 year old clio to move our stuff and clearly made our lives miserable. Never go there if you are not white.

Good experience here. Easy car hire, good quality car. Friendly staff.

Great service from Jonathon gayle at enterprise welwyn garden city and the staff. There was some misunderstanding about the amount charged but this was resolved quickly. Thank you

We were provided with a courtesy car from enterprise arranged by our insurance company. We were served by Jonathan who was extremely polite and helpful. He made sure we were provided with a good car and when it was due he rang us to give us notice to prevent any charges. Really impressed with the service

Lovely team, very communicative and great care for cars and customer service.
Note: Website is not clear on an extra day charge being taken if the time is later on drop off than pick up.
Otherwise, fantastic cars, modern models, and great care taken to communicating expectations such as cost for damage or expectation of fuel on return.
Thanks for our lovely service!!