Enterprise Car & Van Hire - Grays

I hired one of their cars for 3 weeks. I was served by Tayla, Helen and Syed during this time. They were very friendly, professional and went over and beyond to ensure hiring the car was stress-free and easy. I would definitely go to this branch again if I need a vehicle.

Be careful...I am writing this review in the hope that people thinking about hiring a car with Enterprise do so with caution.When you first arrive at the branch the staff are friendly and helpful.Once I was all signed I was told there's a £2,000.00 excess unless around £8.00 per day on top to bring the excess down to £250.00.I had the car for around 3 weeks then returned the car. One of the workers came out to inspect the car and found a slither of rubber on one of the tyres (see photo, the alloys were already like that when I picked up the car)To my surprise this was flagged up as needing a new tyre, i could have literally pulled the strand off and no one would have ever noticed.I told the agent that this tyre was in no way dangerous, would not fail an MOT and that they wouldn't have even noticed had I pulled it off before returning the car.I left the branch thinking that I had made my case and that was the end of it.Three weeks later I find my bank account has been debited for £250.00 without my permission using the card I paid the hire for - how they knew my PIN or security code is a mystery.I have heard nothing back from my enquiry, I have had no contact or explanation as to why I have been charged and I have had no chance to contest the claim.The tyre to replace must have cost less than £100.00 and was given no opportunity to remedy myself.It is my opinion that Enterprise will go out of their way to find even the smallest detail wrong with the car even if its wear and tear or something as minute as a strand of rubber on a tyre.So beware all users of Enterprise don't be fooled by that welcoming sell only to have your pockets emptied when you return the vehicle with the slightest wear and tear damage.To add I have no response from the Copy & Paste" response this is just to look like they are doing something about the complaintMore bad news for me

Hannah was absolutely wonderful. Made the experience so easy. Would definitely use this branch again. 100% recommend!!

The service has been spectacular, commencing with the respectful welcoming into Grays store . The transparency with delivering the suited car for my family was incredible.Considering my son neurodivergent attitude. Each staff member accommodated our visit, empathising and listening inventively with my additional circumstances. However, I am grateful with the rapid progressat such short notice.The manager Nicky engaged well along with all the representatives inside the store. Moyin was so young but exceptionally talented at what he does. He demonstrated good skills while selling me the right package that covered all the car bodywork and potential accidental damages.Ms Odoe

We want you to know that we are very pleased with the quality of service your company provides. We sincerely appreciate your responsiveness and the way you conduct business. We have recommended your company to others because of our satisfaction with your service.The whole team at your branch are outstanding with a few cars needing to be returned but shown absolute professionalism and made my day a lot easier to manage and the turn around time was minimal.Thank you for your support and look forward to working closely with you.

everything was perfect except the confusing car class mapping. I selected compact car class when booking (and it said on the website I would get a focus or similar) however I received a fiesta instead on the day. Apparently the fiesta I got has a better engine making it the same category as focus. I don't think this makes sense for a car rental company. I would imagine 99% if not 100% people don't care (or could figure out from the website) which engine/spec line they have selected.To be fair, when I challenged they offered me discount but I still don't think this deserves 5 star as the company shouldn't have made such bad car class mapping in the first place.

Over 2 hours I tried to call to confirm my ETA to pick up a car. Not once did they answer the phone. When I arrived, the car was not ready. Even heard the phone ringing out with no one answering whilst in the branch.

Awful experience and awful people.I had a car hired back in march this year. Short story I’ve picked up a car with small damage under one of the rear doors. I haven’t noticed at that time of pick up, the cheeky stuff didn’t “noticed either” and at the time of return they’ve put the damage on me. Obviously I was trying to dispute that but it was just my word against theirs. The stuff were on “I don’t care side it’s your problem you should’ve checked”. It is only when I showed them videos on my home ring camera of the vehicle, just 10 min after driving it, the manager advice me to dispute the incident. The person who handed me the car at the start of the hire, conveniently wasn’t with the firm anymore.I have disputed the incident straightaway and 6 months later nothing. Incident it is still pending and its having a bad effect on my premium, specially that things are not being settled.Lessons learned : always make pictures and plenty of videos before driving the car. Don’t trust the personnel no matter how smiley and friendly they are some of them they can be really sly.

There is a really helpful lady here, she must be an angel. She brings excellence to the place.