Enterprise - Bad experience

Enterprise Car Rental - enterprise.com
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  • Customer Service

  • Value For Money

Guest's review of Enterprise Car Rental - enterprise.com

“Enterprise - Bad experience”

★★☆☆☆

written by on 29/04/2013

Had hired a car for 3 days from enterprise slough. When a customer comes to hire a car, they make it an awkward situation to say no to the car insurance. They try to hard sell it.

On the last day there was a scratch on the front bumper. I went to return it and then they found that 2 tyres had some cuts on them. I had not observed this to such a detail when I had collected for which the female just said you might have seen it before collecting(just another way of saying - you are gonna pay for it now). After having looked at this then came the bill, GBP 300. 100 for the scratch on the bumper, 100 for one tyre and 100 for another tyre. As I had taken the car insurance to reduce my damage costs to 100, seeing the 300 excess bill didn't make sense. I asked the female attending to me and she replied that its 100 per item. I was totally shocked at this and started explaining it to her and asked what is the use of buying the cover then? Only after a colleague intervened later to correct her that it was indeed 100 and not 300 that I owed, she said she will handle it.
Had this been the case where someone didn't understand it fully, they would have fleeced them. I don't know if it was lack of training for staff or a deliberate first attempt to maximize the benefits for them (as the colleague did not intervene till I persisted 3 times that this is not right). Also the receipt that they give for the excess is worth a laugh... when you compare it to the one you get while renting. Its very basic, doesn't give you any idea on what items added up to the cost that you are billed excess with.
what this non sense billing indicates?
1) The excess billing is totally in the hands of the enterprise staff
2) Because its not itemized, you don't know what you are charged excess against.
3) There is no liability on enterprise's side.
4) There is no proof left for later challenges from customer.

The excess charging procedure is not regulated by a fine tuned process.
The terms and conditions are always against the customer and pro-enterprise.

Go to enterprise only when you know the whole process. Don't choose it as your first option. They are ready to fleece you with well sharpened blades and scissors.

Have a booking for next week which I am contemplating to cancel.

  • Slough, Berkshire

    Country & City of hire

  • Good

    Condition of vehicle

  • Poor

    Choice of vehicles

  • Customer Service

  • Value For Money

Enterprisecares's Comment

Written on: 30/04/2013

Thank you for bringing this to our attention. My name is Megan and I work for Enterprise's Social Media Dept. We would like to look into this further. Please email Care[at]Enterprise.com with your full name, the exact rental location and any other details.

When emailing, please list reference # 130430-003070 in the subject line.

Thank you

Megan
Social Media Coordinator
Enterprise

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