Enterprise Car & Van Hire - Telford - Telford

Jodie

I’ve really held off from posting this review as from a background of working in sales and customer service, I know how rubbish they are. But I have given this branch so many chances that at this point, I need to call them out so hopefully something changes and this doesn’t continue to happen.

I’m annoyed that 0 stars isn’t an option. I’ve used Enterprise all over the country and this is by far the worst and I’ve sadly had to use them a few times this year - each time gets worse and worse.

The first time, they didn’t have our car available upon collection so gave us a different one. We can let that slide.

The second time we needed two vans, myself and my brother in law had to book them seperately, they messed up my sisters booking and still haven’t given her the promised partial refund (this was over three months ago, they have called, emailed and been in several times and they keep telling them 10 working days, still nothing).

We then needed another van, we went in and was one of three people in there waiting to be seen. Once it was our turn, they couldn’t find the booking even though we’d called the night before to confirm it and had text and email confirmation. Eventually it was clear they had overbooked and instead of addressing it or apologising, every single member of staff left the room “to look into it with their manager”. We waited (at this point it was 40 minutes after we were supposed to have the van which delayed our entire journey), I went outside and 3 of the members of staff were just smoking in the car park. At this point I was very annoyed and the other two customers told us they were having the same issue.

The member of staff eventually came out explaining there had been a ‘system error’ and not to worry as our car was definitely there and ready. She asked us to do the paperwork and sign the forms (with which she handed us a pencil to sign, we had to ask for a pen?!) and then took us outside to explain they were giving us a different van At this point we were so late so had no choice but to take it with the promise of the correct vehicle given the next day and some money back from our booking for the error.

The next day we went to collect the van which had some damage which was pointed out by a member of staff, everything ran smooth from then.

However a few weeks later, still no refund. About a month ago and two weeks later, we called to check on the refund and was told there was no refund due to the damage. (We also hadn’t had any of our deposits back). We explained the damage was there and the manager said “okay, the vans here now, so I’ll go and check it” - bearing in mind it had been two weeks, so any damage could have been from anyone. He eventually came back to the phone and very patronisingly said ‘well if you said it was there, then it was there’. He explained the refund would definitely be with us in 10 working days. We asked for an email confirmation of this as my sister was having a similar issue with promises of refunds that haven’t came.

So here we are, three months later. No refunds, no communication, nothing. We’re very loyal customers of Enterprise but this branch in particular is shocking. The staff are extremely unprofessional, rude and straight up lie about processing refunds.

I do not recommend at all.

Esther B.

After leaving it a little late to rent a car to travel to a wedding , we contacted Enterprise and Pard saved the day. Lovely man, took details of what we needed and promptly contacted us with quotes, changed times to suit drop off to our needs, he just went above and beyond what most people do, and the vehicle we had was super! Great Job Well Done! Will definitely be using them again and hopefully all staff are as polite and helpful as he was with us 🌟

jenil J.

IF YOU WONT TO MISS YOUR APPOINTMENT THEN BOOK THIS COMPANYS CAR THEY WILL HELP YOU BETTER.
I would give zero star if i can, i have worst experience with this guys, i missed my appointment because of this guys. I booked a car with them a day before for 8 am in the morning , just at 7.50 am they call me and said they have no car left and cant give me any till 10am. After they they booked me a car for 10am. I did wait but at 9.45am they called me and said they wont give me a car. They have no car left till afternoon. Because of their problems they waste customers time and efforts. They are horrible and have no communication within their company

Benjamin C.

All staff have the same great customer service. Super fast and just as quick on check out. Impressed with the value too. Great location and big help for what I needed them for. Big thanks.

Craig H.

From the outset the proactive communication from Enterprise and especially Brandi was excellent and very professional. The vehicle provided was an interim replacement until our own vehicle was repaired. Brandi called and explained the process and met us at the repair shop before taking us back to the Enterprise facility and finalising the hire of our replacement vehicle. The whole process was hassle free and Brandi’s guidance and pleasant personality made the experience very pleasant. Thank you Brandi and the whole team at Enterprise.

Martin C.

Very high praise to this branch of enterprise. Convenient, professional and trouble free rental of a brand new car for a very good price. Staff were helpful and polite. Top marks. Would definitely use again.

Andrew B.

I've had a stressful few days due to a car breakdown. While other parties involved have added to the frustration, the team at Enterprise in Telford alleviated the stress with their friendly can-do attitude. Everyone I spoke to was genuinely lovely to deal with. The car was clean and functional and I'll definitely return next time I need a hire car.

M

I have rented cars from Enterprise for many years with no problems. However, I've discovered that's because I never needed them to sort out any issues. I recently hired one of their cars for a week, paid extra for their Roadside Assistance Protection plus additional insurance waivers. Last Sunday I lost the hire car key, obviously not Enterprise's fault, but, as I had paid for RAP this shouldn't have been an issue, or so I thought. As it was a Bank Holiday weekend there was no one available until Tuesday. On the Monday I rang their AA number for assistance, they told me I needed a code from Enterprise to authorise them to do anything. I spoke to someone at Enterprise on the Tuesday and advised them what had happened and they told me not to get the car towed back to their office but they would get another key. I spoke to someone else later in the day who told me they needed paperwork authorising. I chased again three times on the Wednesday with each different person telling me something different. I finally emailed the manager to get everything in writing. He also told me something different but now it was in writing. My rental period ended on Thursday so they were VERY keen to get the car back, unlike the previous days.

During all of this time I kept reiterating that I had things in the car which needs retrieving, this included rotting food. The car was finally collected by the AA after midnight Wednesday night/Thursday morning. It's now Saturday and I still don't have my things from the car but I have just spoken to a female member of staff who gave me yet another story about getting a key for the car, contradicting what the manager had said in his email.

As I said at the start, Enterprise is fine providing you don't need to implement any of the extortionate extra covers that you pay for. But good luck if you need them to sort anything out for you which you have paid for the privilege of.

Updated 2nd June 2025:
I have had a response to my review which I assume is from a bot because I can't believe there has been more than one person in this circumstance hiring from the Telford branch last week!!!!