Enterprise Car & Van Hire - Sheffield Handsworth

Excellent customer service provided for my courtesy car. I was picked up from the repair garage, taken back to the office and provided my courtesy car (with a thorough explanation of everything) all within 15 minutes! Only thing I didn't appreciate was being charged twice for something, which still hasn't been dealt by the accounts department (so I won't blame the branch for it). I've had to dispute it through my bank.

Update - 28/11/25 - still no repayment of the over charged amount and also the grand amount of £2.02 as a gesture of good will has still not been credited to my account even though assurances were made on 21/11/25 ** I tried to post this on Friday 21/11/25 but Google would not publish** 2nd attempt As part of my RAC breakdown cover I received a car on the afternoon of Friday 17/10/25, for 2 days. As the Enterprise garage was not open on a Sunday it was confirmed that I could return on Monday 20/10/25 before 10.30. The car was returned before 8.30am on Monday 20/10/25. When I returned the car, the assistant said that the charges to my invoice did not look as she would have expected, but would resolve. I had been able to see a pending charge of £31 on my account. I was expecting the charge to be £30 as I had agreed additional insurance cover for 2 days. The pending charge of £31 changed to a withdrawal from my account and then an additional £30 was also withdrawn from my account. I then received a credit of £6.02. I was £24.98 over charged. I visited the garage on Thursday 23/10/25, to resolve and was advised it would be sorted. I telephoned the garage on Tuesday 4/11/25 and was told again it would be sorted. Friday 7/11/25 I contacted the Customer Service Team, I asked to raise a formal complaint, which I was told I had from the phone call and to use my booking ref as a reference to the complaint and this would be escalated to the area manager to be resolved. I was told that I would receive contact with in 3 to 5 working days. I did not receive a phone call or an email to address my complaint, just an email providing me with a copy of my receipt. I phoned the Customer Service Team again on 13/11/25 - 4 working days after 7/11/25, and was told that she could see the call details from 7/11/25 and I would be contacted. Today 20/11/25 – NO call, NO email and NO credit to my account!!!! the Customer Service Team again and was told by the person answering my call that he COULD NOT see details of my call from 7/11/25 and to raise the complaint again with him. I requested my call to be transferred to someone who could help me as it was clear that Sam was unable to. I find it astonishing that the girl who answered my call on 13/11/25 was able to see the logged complaint, but now on 20/11/25 a record of my complaint not available to show either still pending or resolved and it was suggested that I go into all the details again. Which I refused to!! Sam would only provide me with his first name, which in my opinion show a lack of customer service, as I’m presuming he will not be able to be identified from the name Sam. I then called the Handsworth Garage, who found my record quickly. I was advised that either the area or branch manager was at the garage as he had authorised a refund of £27, which includes a gesture of goodwill to the total amount £2.02!!!!! I’ve been advised that my account should be credited by Tuesday 25/11/25. – so I’ll wait and see. This has been my first experience with Enterprise, If I’d have written a review on Friday 17/10/25, it would have been totally different, as I was picked up to collect the car, and dealt with by pleasant staff. The return of the car on 20/11/25 was also as hoped for, no issues signing it back over. But then OOHH BOY, did it go downhill from there!!!! and the whole situation relating to the customer service experience and the fact that no one has followed up to ensure my issues have been resolved has astounded me. I really could not see any point in raising another complaint via the Customer Service Team, as nothing has been done from my complaint dated 7/11/25. We are now over 8 working days without acknowledgement. I’ll see what happens from this review and if the overpayment is credited to my account and I look forward to an honest opinion that a gesture of goodwill of £2.02 would really be compensation for the issues and times I have had to request money that was taken in error. – a very dissatisfied customer!!!

I've always used enterprise (though typically when I needed a van), we picked up from another dealership down in London who had really gone so far above and beyond, and dropping off here we found the same calibre of kind an attentive staff. As I have said about the other dealership at LGW, if I could give 6/5 I truly would. I so appreciate your help and although I had no plans to deviate from Enterprise anyway, I will always be going to them and encourage others to do the same. They really did help us in our time of need when we were just desperate to be home, and we had a lovely car to hire (which we are now looking at how much the car costs, considering getting one for ourselves).

Excellent service – smooth, professional, and stress-free I recently rented a car from Enterprise Rent-A-Car and had a fantastic experience from start to finish. The staff were friendly, professional, and explained everything clearly. The car was clean, in great condition, and ready on time. The whole process was smooth, with no hidden charges or last-minute surprises. They made what could have been a stressful situation (needing a rental while my own car was in for repairs) completely hassle-free. Highly recommended — I will definitely use Enterprise again if I ever need a rental car in the future.

Disgusting service, no customer service skills at all, attended to pick up a vehicle today to be told it is not available and there no other options, no interest in trying to help us! Despite us having to travel from the other end of town to collect this vehicle and to be not notified that this would be the case! Will definitely not be using enterprise again!