Enterprise Car & Van Hire - Tower Bridge - London

Hope4 S.

I would highly recommend the Enterprise team at the Tower Bridge office, in Mint Street. The process of collecting a vehicle was straightforward and relatively fast. The email verification process prior to this, no doubt played a part in the speed of the pick up.
The staff were welcoming, polite and helpful in explaining basic information about the car & also when repeating a couple of instructions. The car was exactly what we needed for our trip, in good condition and it had extra space for adults, children & luggage. It was good for driving fair & long distances.
Dropping off the car was a smooth and simple process too. The customer service we received is a credit to the company.

Luthfur R.

Very professional, called me right away after I got off the phone to my insurer.
Nurul made the effort to arrange a suitable car to replace my car even though they did not have one at the branch at the time.

I then had issue with the car I had after a few two weeks, he then told me that he would call me for a replacement, he kept his promise and called me back on the Wednesday.

He replaced the car with a like to like car (even better may I add).

Great service and I would highly recommend, I will be using them in the future.

C Y.

Had a good time with the rental over a long weekend of plans around the city. Didn’t get the ride i had hired (electric compact) but instead got an electric “compact” van/carrier, which turned out to be a better ride in the end.

Customer service was great too & simple, on pick-up & drop-off.

Only reason for 4 stars (instead of 5) was that the battery was only at 70% on pick-up. Plus, although the ride was mostly clean enough, there were a couple of dried mud-like stains that remained on some of the seats & the windscreen was greasy. I only realised this while driving as day turned to night, which caused alot of glare. Easy enough to pullover & wipe clean - good thing i wasn’t on a motorway at the time - but would’ve been great if this had been sorted prior.

But this was great value compared to other spots, so you get what you pay for. On that note, i’d definitely hire again if needed.

Thanks again!

The K.

You won't get a car if you are resident and don't have a credit card because you won't come up in their system as registered. The same applies to if you have a credit card but issued in foreign country and you are resident in the UK. If you have a foreign credit card and live outside the UK, then it's okay and can get a car from enterprise.
Don't forget to buy a congestion charge

John L.

Although this location is inside of London, it is just outside of the Congestion charge (~2 city blocks away from it). Be careful to pay the congestion charge fee BEFORE driving off the lot if you are headed towards London (cost only 15 GBP) because if you don't you will be hit with a 90 GBP fine + 35 GBP "Enterprise admin fee." Which is what happened to me.

Enterprise will not remind you of this though, because they want to collect the processing fee. A simple act of decency in for the form of a reminder at the rental counter could save you 110 GBP.

I asked them why it is not their policy to remind customers that, despite they are in London, the cars are not covered for driving into the city and the answer from corporate was "not our problem" which I translate to "we like to collect the processing fee, so we encourage this mistake to happen."

UPDATE: Originally I wrote uLEZ, but the charge is "congestion charge."

You can see Enterprise responded and asked me to contact them. Like a FOOL I did that - not sure why, since I had already contacted them multiple times before leaving this review and only got the run around and told that it's not their problem if I get fined, even though their rental location is right next to the congestion zone (you can see another customer has left a review with the same point if you scroll down, so I am not the first or only one this has happened to). Anyway - I reached out to them to re-explain and guess what, they did exactly the same thing - told me it is not their problem - so, not only have they scammed me for their admin fee (with either apathy or malice) they have also purposefully wasted my time, multiple times. Thanks Enterprise, classy outfit.

Attached is a screenshot of the response - bottom line is, if you rent from here - you better know about and pay for the congestion charges, they are not gonna mention it to you, and then you will get hit with the fine + their admin fee - which is what they want.

Shankz P.

When I picked up my car from Enterprise Tower Bridge I was served by Bruno who assured me, when I specifically asked about tolls, that tolls were covered except for a point on the way to Edinburgh where I would need to pay the toll at a booth. This is also referred to on the Enterprise website (screenshot included in this review)

This seemed reasonable to me because in many countries, including Australia where I'm from, rental cars have an automated tag or something that charges tolls as they are used and then this is charged to the customer once calculated.

A few weeks after I completed my rental I received an email from Enterprise demanding £125 for one day of the London congestion toll.

Considering the London congestion charge is £15 a day, and I was only in London to pick up the car from this location, I was happy to pay that amount (plus the 5 pound service fee) and not the grossly inflated charge of £125 that I was assured was covered, e.g an automated system that your cars should have considering the Enterprise pick up location is in the centre of London.

I was a tourist in your country and I find it terribly irresponsible for Enterprise to equip me with a vehicle that would automatically get fined the moment I drove out of the office. Similarly, to not equip your customer with pertinent information about driving in that particular location is setting up your customers for failure.

This is truly a shame since the vehicle was in good condition but to be slapped with a fine what was the equivalent of a quarter of the total amount paid for the car is unreasonable. I will be disputing the unauthorised charges to my credit card after not receiving a response to my query sent to [email protected] seeking further information.

Be careful about unauthorised charges when providing your details to this company because communication was non existent in my case.

As per the owners response below, talk about Kafkaesque! The live chat person asked me to get in touch with [email protected], the [email protected] told me to get in touch with Transport For London (TFL), TFL told me to get back in touch with Enterprise. Horrible behaviour but of course, why would TFL care or otherwise have any sympathy if an Enterprise employee didn't follow policy? My experience is that any queries as to why my request, under their policy (screenshot included) was not implemented and why I should have to pay the fine for it are ignored and I think they just shuffle the query to different departments until you give up. The only recourse is a chargeback for unauthorized charges.

Zahid R.

Live Review:

What a pleasant experience from SALAH & Team.....👍
Prime example what customer service is all about and delivered with perfection from day one.

Just got delivered the Ford Kuga - (Black) to my door, he explained everything thoroughly to me and was so very helpful.

I hope this young lad progresses far in life, as he’s attitude is just brilliant.

Thank you gents and see you soon, when I eventually get to return the vehicle!

M K.

Rented a few times from this branch - very sensible and friendly people, and good cars at a reasonable price. Will keep coming back. Thanks.