Enterprise Car & Van Hire - Liverpool City Centre

Reviews

• CM

  Charlie Myall

  4 days ago
  1.0
  First thing we got from the scowling young lady on dropping off a one way rental was that "You're from a posh area". (Could be considered a compliment but not something I'd say to a customer). Then she found a blemish (not really damage, just weather) on the top of a plastic mirror cowling and stood there for several minutes picking at it with her finger nail, making it bigger. I videoed her. When she then decided after a while that it was damage she said we'd be charged £1700. I then said I'd filmed her and she suddenly refused to talk to us, saying I was creepy videoing a young girl. I pointed out she's in a public space so it's legal and she's actively ripping me off so reasonable as well. This morning I contacted the branch we picked it up from and they immediately knew who it was and what about. He said he'd already cancelled the charges, refunded our deposit and put it in writing to us that the car was NOT damaged. He said it's absolutely ridiculous attempt to rip us off. A new wing mirror cowling from the manufacturer is £62 and it's a 5 minute job to clip it on. The protracted debate caused us to miss the beginning of the concert we had travelled for, spending over £500 in Total on tickets, car rental and hotels. Caterham branch, great, Liverpool, thieves. While we were there they bluntly and rudely sent 2 groups who had booked a car away without one because they'd "booked last minute and there was no car available". We said that the one we'd dropped was booked until the next day but they'd had it back. They said they couldn't let it go again because it was booked. We had returned it and given them the keys. They just wanted to be unhelpful with everyone. They said they'd called us a cab to our hotel, as requested. They had not, nothing came. We got an Uber ourselves.
• AH

  Alison Haynes

  Jun 22, 2026
  5.0
  As a non van driver (56yr old female moving house and clearing my mum’s after her recent passing) cannot recommend highly enough. Supportive explanations on collection and excellent customer service throughout
• DP

  David Phoebe

  Jun 17, 2026
  2.0
  I had been delayed of my refund for many times, Its a month alrwady. So if I still haven't received refund and I had to be contact your team next week? I understand the process but it doesn't really make sense, and as I don't have any reference number for this case, I am not able to track the status of the refund. The staff in Liverpool are really nice, but the CS in the online chat box not really able to help me.
• SS

  Shaun

  Jun 15, 2026
  5.0
  I booked a large van for moving house. Sadly the day before Jonathan called to explain they had been unable to source one but offered me a medium van. Luckily this did fit the furniture but with more trips being required. I'm grateful that I was able to keep the van over night to complete the extra journeys. I was checked in by Luca who was brilliant. Explained everything to me and was really helpful and friendly. I could tell he really wanted to help and he explained where I could leave my own car, how to pick up and drop off and his service was 10/10.
• EL

  ellie leek

  May 31, 2026
  1.0
  Terrible experience with this branch. We rented a large van to move from Liverpool to London, only to discover partway through the journey that it was effectively undrivable due to a coolant leak. This happened on a Saturday, and because the office was closed, we were forced to find somewhere to stay overnight and try to resolve the issue the following morning. As soon as the branch opened, we repeatedly tried calling for assistance. We were left on hold for over two hours without speaking to anyone, despite making multiple attempts to get through. In desperation, we started contacting other branches ourselves. Thankfully, the Salford branch was incredibly helpful and managed to provide us with a smaller replacement van so we could at least transport some of our belongings back to London and avoid missing work the next day. Meanwhile, every time we contacted the Liverpool branch, we were told someone would get back to us shortly, only to be placed on hold again. On one occasion, we were left waiting for over an hour until the office closed without receiving any assistance or follow-up. What was most disappointing was the complete lack of accountability. At no point did anyone proactively contact us, apologise for the situation, or provide a clear plan to resolve it. We repeatedly asked to escalate the matter and speak with a manager, but were unable to get hold of anyone despite spending hours on the phone. The vehicle issue was frustrating enough, but the poor communication and lack of customer service turned an already stressful house move into a complete nightmare. We incurred additional costs, lost valuable time, and were left to solve the problem ourselves. I would appreciate a response from management regarding how this situation was handled, as the level of service we received was completely unacceptable and a solution to the extra cost were enquired as well as the stress caused on what was also my wife’s 30th birthday.

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