Updated: 25/07/23 Today, I finally collected the car after a one-hour delay on pickup appointment, which was already an inconvenience to my schedule. To my surprise, the car was not in the expected condition at all. The car's interior was unkempt, and there was visible dirt and debris, making me question the cleanliness standards maintained by your team. Additionally, the front tyre pressure was noticeably low, posing potential safety risks to me as a customer. Moreover, the fuel tank was empty, which is unacceptable when handing over a vehicle to a customer. Such negligence suggests a lack of professionalism and care for customers' time and needs. I firmly believe that these issues should have been addressed beforehand to avoid inconveniences to your valued customers. Upon calling your office to address these concerns, I was disappointed by the response received. I was advised to return to the office to "sort this out," which only adds further inconvenience and frustration to my experience. As a customer, I expect a seamless and hassle-free service, and this response did not meet my expectations. Furthermore, the car's interior emitted a strong odor of smoke, indicating that it was not adequately cleaned or checked before being provided to me. This is particularly concerning as I am a non-smoker, and the smell made my journey uncomfortable. 21/07/23 I recently had the most disappointing and frustrating experience with Enterprise. I had scheduled a pickup by BMW Park Royal and no one showed up at the agreed-upon time. Thinking it might be a simple oversight, I decided to walk all the way to their location, only to encounter further incompetence. Upon arriving, I presented all the necessary documents required for the pickup, as previously requested. Despite having everything in order, the staff at Enterprise failed to provide me with the car I had planned to collect. Their reason? A vague and unsatisfactory explanation of "new fraud prevention measures." Firstly, it's beyond comprehension that a reputable company like Enterprise would be unprepared for a scheduled pickup, leaving a customer stranded without a vehicle. It's disrespectful of customers' time and demonstrates a lack of professionalism. Furthermore, I was deeply disappointed by the complete lack of assistance and empathy shown by the Enterprise staff during this ordeal. Instead of trying to find a solution or offering any alternatives, they seemed disinterested and unhelpful. As a loyal customer, I expected better treatment and service from Enterprise. This experience has shattered my confidence in the brand and left a lasting negative impression. I rely on rental car for personal and professional reasons, and this incident caused significant inconvenience and disruption to my plans. I urge Enterprise to take this matter seriously and address the inadequacies in their pickup process and staff training. Such incompetence and lack of customer care are unacceptable for a company of Enterprise stature. Based on this dreadful experience, I cannot, in good faith, recommend Enterprise to anyone seeking a reliable and customer-centric experience. I sincerely hope that Enterprise reevaluates its practices and strives to improve its service quality.

Booked in a van for hire from this branch and what happened next was quite troubling. I’ve had an account with Enterprise and have hired many cars over the past few years. Today I turned up to collect a Van and was refused on the basis I didn’t pass verification. My old flat was knocked down and we was moved into another property, because our new address is a brand new flat, I’m now penalised and not able to rent a Van. Basically as a returning customer with an enterprise plus account, who has spent thousands with this company, I was quite shocked they refused me a vehicle. When I complained I was called by the branch manager who then told me the complaint would not progress any further than him and that there was nothing I could do about it. So basically as a customer, if your house gets knocked down and re-built, don’t expect this company to do you any favours. Basically my previous business was not taken into account, the fact I have an account and the circumstances of my move were all ignored. For a company as big as Enterprise to treat customers like this is disgusting and to tell me the complaint will be shut down without progress or being solved is again very poor customer service. Would avoid unless your desperate to hire a vehicle. In response to the reply from the owner, is this the branch manager I spoke to on the phone? If so there’s no point talking further as no action or resolution will be attempted.

Hired a Ford Transit van from this branch. Initially the van was dropped off to where I was working nearby in Park Royal, which was very nice. I spoke to a couple of the staff on the phone because I wanted to extend the hire agreement. This was very efficiently done in a few minutes. I returned the van at the end of the hire period to the branch in Park Royal, I was pleasantly greeted as soon as I entered the office. All the staff were extremely pleasant and helpful. They checked the vehicle over and there were no problems whatsoever. A end of hire form was printed out and given to me. I was about two hours late in returning the vehicle back and was surprised that any extra charges were not made for me to pay, even though I offered. Above all, the short time I was at the branch, it was an unexpected pleasant experience for me where the staff were attending to any of my needs. It simply does not cost any money to be nice to people especially customers. I would have absolutely no hesitation to hire from Enterprise in the future. An easy five stars from me. Highly recommended.

The worst experience I ever had, I booked a premium car more than week ago as a replacement for my car due repair. at the date the car was not premium and faulty since airbag light on, they apologise because they didn't have a premium car at the moment and they promise to deliver a car to my address, the car arrived with flat tire, warning light on the dashboard and low coolant which is un safe to drive. they don't car about the clients safety and I was really surprised how careless they are. I called to collect this faulty car from my driveway but no one respond, just need to claim money on my account. very bad service, very bad response and very bad experience, a company doesn't car about your safety you should never deal with, I hope every one to take care, I believe they need more training..

Had to collect a car hire from Park Royal Branch and it was my first ever time going to enterprise. Everyone in the store was friendly, spoke with Garrison he went over and beyond for me to organise a vehicle suitable for me. Joel provided me with a vehicle and went through the intructions with me thoroughly and provided me with his card with details for an extra queries I had. Everyone in enterprise were so friendly and approachable and overall provided a great service to me. I just want to say thank you to everyone there who made my first experience of having a hire car it was smooth and simple. All the best for you all and keep up the amazing customer service. I will recommend to all my family and friends. sahra

Very pleased with the service. I had a courtesy car offered by my insurance from Enterprise Care Hire. I was immediately contacted by their team and tried their best to book it as soon as possible. I was offered a manual Mazda which I accepted but over the weekend I realised that I wasn’t confortable driving manual cars anymore so I required to switch to an automatic. They kindly helped to find the best car for me and was offered a Vauxhall. Overall nice staff very helpful. I was with my two toddlers, they kindly carried all my belongings and my car seats to the car, when I picked up the car and when I returned it. Lovely experience and value for money.

In my entire life I have never had an experience like that.This is the worst company you probably can find on the market! After being refuse by their so called “verification system” because I change address three years ago,the employee just makes you wasting time with them “…I will talk with the manager…” excuses,to end up in a non sense “no”. Does pay a car with full insurance cover in advance is not a guarantee enough? What this people thinking? To all people reading this feedback please stay away from this useless company. Never again.

All positive. We had to wait for our Van to arrive (8am) and to be checked and clean. It was a quick process but make sure you give enough time. I happy I changed my drop of time as it took me longer than expected. My only point to mention is the outside area. Can become very crowded. I never drove a medium Van and by the time I had to leave there was a lot of cars around and very difficult to conturn. It made me shake for a few minutes. A better location would be beneficial.

Extremely disappointed, have a van booked from here a month in advance everything paid for and on the days I suppose to pick up I received a phone call that they don't have luton van available, and I have the option to get little van, I specifically requested a luton van for moving a house so little van don't work for me. Try to speak with a manager who was very rude and not interested in helping me, just saying that is nothing he can do, avoid this place of scams

Had a such a lovely experience from beginning to end with Park Royal enterprise. This is the second time renting a vehicle and will definitely not be the last. A big thank you for the smooth process, I would like to thank the whole team, especially Shaan & Joel who was great. The team here are so friendly and really made me feel welcome! Thank you once again and you will be seeing me again for sure! Sahra

Quick and pleasant check-out process with Imaan at Park Royal. I'd severely overestimated the number of days we needed the van for, and returned it much earlier. Even though the T&Cs said ‘no refunds’ for prepaid rentals, Imaan went out of his way to sort out a partial refund for us. Fantastic customer service—as a non-profit community enterprise—we really appreciated that!

I am using this organisation for the second time and they still haven't invested in vehicles that are presentable, even their newer vehicles feels like old junk vehicles. I am sorry but I don't think I would be using them ever again until they upgrade better. However I must say they have good customer service experience. I believe this is however the management's fault

The lads are absolute legends. I went in on Friday with a family emergency and they went above and beyond to secure a car for me to pick up that same day. Communication was great, they kept me informed and did everything they could to make the logistics run smoothly for me. I hope their Head Office reads this. Enjoy the baklava - you all deserve it.

I am a regular Enterprise service user. Hired an E-class merc for weekend. Staff picked me up from local station. Handsome, smiling meet & greets by staff members. Swift transition so I was in and out! I have used this branch previously and haven't had any issues. Clean branch and polite conversing team. Will be using in future.

The guys in store are very helpful and will do their best to sort you out a Rental. Head office phone number waiting and charges for being on hold came to £13 in phone charges. Where is your free phone number !!! 5 Stars to the staff in Park Royal, 2 Stars for the HQ poor customer service

Only rented from the once and it was in an emergency, at short notice. Got a nice Fiat turbodiesel presented in excellent condition for a great rate (booked online). The staff were very pleasant and good humoured. I kind of wish I had more emergency reasons to visit them again!

This is how ALL car rental companies should be like!! Very "American" style customer service. Staff are very friendly and more than helpful. Pick up and drop off was very quick and easy. Everything was stress free and so easy to do. I cannot recommend them highly enough!

Cause to cancel my vacation, I booked the car and paid fully afterwards one day before the easter holiday called me back and say sorry we dont have any car available afterwards they said we can only pay your money back after 14 days the worst experience

Been using Enterprise for years. Always make an effort to use the Park Royal branch as they are so attentive; it’s always a stress free, smooth process. Roni and Garrison have gone above and beyond to make sure I leave a happy customer - thank you!

Picked up a car and it was a breeze. The assistant manager, Imaan Khan of this location deserves a lot of praise. He works magic taking care of customers and made our pick up experience extremely pleasant. We would rent again from this location.

Had a great experience with Enterprise park royal. The whole team was welcoming, friendly and efficient from the beginning. I had a few issues with the rental I chose, but the whole team was quick and on hand to help me. During my rental

Most probably the worst enterprise branch. Enterprise have gone so far backwards in the past 5 years that they are lost. So far back that if they gave me a car for free I wouldn't trust them. No sense of time no sense of communication.

I needed a car for my wedding back in September 2020 so I thought I’d give enterprise a try seeing as I had dealt with this branch before for an insurance claim and also had a work voucher for 10% I opted for the extra £100 or so for

Exceptional customer service. Was served by Imaan Khan who assisted me from the moment I contacted enterprise all the way until I was returning the vehicle. Answered every question I had and went above and beyond. I’m really grateful

My experiences at enterprise Park Royal have consistently exceeded my expectations. The team (notably, Denzel, Ernest and Imaan) are extremely friendly and professional! Thank you all! I will definitely be back sooner than you think

The epitome of great customer service, down to earth workers who go above and beyond to help you as much as they can. Insurance messed me about but they helped me out. Pay them more! Thanks again :)

Came in to pick up replacement vehicle. When I arrived the insurance company had messed up the pickup. Imaan was absolutely fantastic in assisting. Very professional and an asset to the company!

Amazing customer service from Gentjam Vladi - he met me with a smile, went over and beyond his normal duties to ensure i was happy when collecting the car - highly recommended

I had a great, seamless rental experience at the Park Royal brand. Imaan in particular was incredibly helpful and professional. Will certainly be back! Thank you ⭐️⭐️⭐️⭐️⭐️

Great customer service being the first time I've ever used Enterprise really enjoyed the of all staff members in The Office definitely will use them in the future

Absolutely the worst branch I have ever used!.. I would give zero if I could! I has courtesy car cover as part of my policy, I went to drop my car off at the

I was trying to call them and I wanted to cancel the reservation... After 11 minutes waiting THEY hanged up on me!! It's a joke... The WORST service ever!!!

Very professional and nice to deal. Other car hire companies should learn from these guys. Thanks so much for being so easy to work with.

all the staff were brilliant there's such a friendly to handle very customer thank you so much I am waiting for my car soon as possible.

Staff very friendly and helpful. The location is very tight for space, hopefully they can find some slightly roomier premises.

Dealt with a lovely chap by the name of Gent, 13/10 customer service skills what a pleasure to deal with, seamless.

I went Enterprise Park Royal to change the VW caddy because of no air-conditioning the reception guy told me I

All the staff were brilliant there is such a friendly of great customer service. Thank you IMAAN KHAN

Very professional service by Park Royal team emad was very nice and polite

Great service. Staff very helpful. 100% recommended.