Enterprise Car & Van Hire - Hereford

Reviews

• GM

  Gina Marsh

  5 days ago
  2.0
  Frustrating and disappointing experience My partner and I rented a car from the Hereford dealership and were met with miscommunication and poor service over the series of a few weeks. Initially, we booked a car online only to turn up at the dealership to find that it was not available. This looks like a common complaint of the branch and is incredibly frustrating. We were able to get the car the next day, but had to pay £50 for taxis to cover travel while we waited. When we extended our rental via the phone, we had to call up again to confirm this after receiving automated emails telling us we needed to return the car. The vehicle was slightly damaged while we had it, which we alerted the branch to as soon as it happened. While the branch disregarded a small scratch, we paid to replace a broken rear headlight. After two weeks we are still waiting for the difference between our excess and the actual damage to be refunded and the branch never closed the original claim despite not intending to charge us for it. After returning the car, my partner rented a van. When he arrived at the lot, only a larger van was available. He accepted this with the proviso that a smaller van would be available the next day. He turned up the next day, no van, so had to accept a car. He waited two further days for a van - nothing. After calling head office, they claimed that the Hereford branch could drive in the correct van, but the Hereford team just wanted us to sit and wait for a vehicle to be available. Consistently our experience has been that we’ve had to call to chase the team, to understand what’s going on, to confirm why we’ve had payments taken out our account, to see if our booking can actually be fulfilled. We’ve had to pay for taxis to cover days where the car wasn’t available, and my partner is now having to pay for an additional train ticket from Hereford to London to rent the correct van from a different supplier. While we’ve had some positive interactions with staff members, the overall experience has been really frustrating and draining.
• MM

  Mack

  Jun 18, 2026
  1.0
  Rented a van from this branch and was later charged £250 for damage that I do not believe I caused. My main issue wasn’t actually the charge itself, but the way the dispute was handled. During the process I was told over the phone that CCTV showed the vehicle leaving the branch without the damage and was pressured to pay on that basis - which I refused to do until I saw the evidence. When I requested this evidence, I was informed that CCTV is not used to assess vehicle condition and that footage is only retained for 30 days. By that point, the dispute had already been ongoing for longer than 30 days. During the handover, my attention was directed towards the areas where you would normally expect to find vehicle damage. When we reached the rear of the van, the doors were opened to show the load area, so I never got a proper look at the upper section of the rear door where the dent was later identified. At the time I trusted the handover process and did not think I needed to independently photograph every panel of the vehicle. When I noticed the dent after arriving home, I immediately took photographs and reported it to Enterprise. However, because this was approximately two hours after collection, I was advised that it fell outside the branch’s one-hour reporting window and was therefore not accepted as evidence that the damage may have been pre-existing. I raised my concerns throughout the dispute process but never received a satisfactory explanation for the conflicting information I had been given. After months of correspondence, the claim was ultimately upheld based on the signed rental agreement and Enterprise’s internal records. While the staff remained polite throughout, I was left feeling that my concerns were never properly addressed and with very little confidence in the way the investigation was conducted. It felt as though the outcome had already been decided before my concerns had been fully addressed. Ultimately, I paid the £250 to bring the matter to a close and avoid further escalation. What frustrated me most was receiving a letter threatening debt recovery despite still being in correspondence regarding the CCTV issue and without any clear communication that the review process had concluded. I remain unconvinced that the damage occurred during my rental and disappointed by the way the dispute was handled. For context, I have rented vehicles from numerous companies across multiple countries over many years and have never previously had a dispute or damage claim of any kind. Having since read through a number of the branch’s reviews, I was surprised to find several customers describing experiences that felt very similar to my own. I only wish I had read them before renting, as I would certainly have taken far more detailed photographs and videos before leaving the branch. If you do rent from this branch, I would strongly recommend taking comprehensive photos and videos of the vehicle from every angle before leaving the car park, including areas that aren’t specifically highlighted during the handover. It’s something I wish I’d done.
• AA

  Areklele

  Jun 16, 2026
  1.0
  Following a breakdown, RAC arranged a courtesy car through Enterprise Hereford as part of my insurance cover. The car was ready for collection between 16:30–17:30, but we were stranded roughly an hour away from the branch with no means of getting there. When we contacted Enterprise at midday to flag this, they confirmed they had no drivers available to collect us. What followed was a complete breakdown in communication between Enterprise and RAC — each party pointing the finger at the other over who was contractually responsible for getting us to the branch. Enterprise promised us a callback five times with updates on how to resolve the situation. Not one of those callbacks materialised. At 5pm — one hour before the branch closed — RAC stepped in and arranged a taxi on Enterprise’s behalf. The taxi never arrived. The branch closed at 6pm and we never made it there, left without the courtesy car we were entitled to and stranded, trying to get back to Bedfordshire. Enterprise Hereford failed at every point: no transport arranged, no communication, no follow-through, and ultimately no car. In a situation where a customer is vulnerable, stranded, and relying on a service they’re paying for, this level of incompetence is unacceptable. I would strongly advise anyone in a similar situation to pursue alternative arrangements rather than depend on this branch to deliver.
• RM

  Richard Martin

  Jun 7, 2026
  4.0
  Excellent service in collection, car was in very good, clean condition. I opted to pay an extra (£10 per day to a max of 10 days) for the transfer to Enterprise insurance cover other than my own, and was told that if car was required for less than 10 days, I’d get a refund of the unused £10 per day. Car was returned after 7 days and no refund! Otherwise a very good service.
• PB

  Phoebe Brown

  May 28, 2026
  1.0
  Awful customer service. Hired a car online to drive hours to collect it only to be told that there was non available. They attempted to contact once and hang up on the phone. Attempted to contact back to get no answer. The woman had no people skills whatsoever telling us to travel a further 40 minutes to another garage to hire a car

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