Enterprise Missing Spare Wheel

Enterprise Car Rental - enterprise.com
★★☆☆☆
2.0
24.0% of users recommend this
  • Customer Service

  • Value For Money

AlejandraBurns113's review of Enterprise Car Rental - enterprise.com

“Enterprise Missing Spare Wheel”

★☆☆☆☆

written by AlejandraBurns113 on 03/09/2014

I hired an MPV for a week in Scotland from Enterprise in Darlington. Being a careful driver, I declined the additional CDW insurance that was going to cost an additional £200 and accepted the risk of an £850 excess.

On returning the vehicle, I was alarmed to find that although the check confirmed no damage to the bodywork, the spare wheel that was attached to the underside of the MPV had been 'stolen'. Enterprise said that it must have been taken in Scotland because they do a 25 point check on the vehicle before hire and they could show it must have been there. I was then told that this kind of theft was a common occurrence with this type of car. At no time were we warned about this risk or asked to verify the wheel was there before taking the vehicle away.

To date they have retained the deposit and the promised contact from the manager has not happened.

Having contacted the police in Darlington and Scotland, we are determined to have our deposit refunded.

  • 23/8/2014

    Date of hire (month/year)

  • Uk, Darlington

    Country & City of hire

  • Average

    Condition of vehicle

  • Good

    Choice of vehicles

  • Customer Service

  • Value For Money

Enterprisecares's Comment

Written on: 08/09/2014

Customer service and satisfaction are very important to us at Enterprise. I would like to follow up with you. Please email me with the complete details, exact renting location, and any rental agreement numbers. Please reference #140908-003565. I look forward to hearing from you soon, thank you. Chris, Social Media Monitor, Enterprise Rent-A-Car

Reply to this comment

John1Hay's Comment

Written on: 09/09/2014

I have emailed the details as requested and await your response.

Reply to this comment

John1Hay's Comment

Written on: 16/09/2014

Despite a quick response from the Social Media Monitor saying that our case has been passed on to an Area Manager, there has been no contact whatsoever from anyone in the last 7 days. I really do not feel that customer service and satisfaction are very important to Enterprise.

Reply to this comment

John1Hay's Comment

Written on: 30/09/2014

I am pleased to say that another two weeks later and this issue appears to have been resolved. The Area Manager has offered to refund our £200.00 deposit. Thank you to Enterprisecare for their assistance.

Reply to this comment
Was this review helpful? 0 0