Enterprise Car & Van Hire - Romford

Reviews

• LK

  Louis Kousoulou

  Aug 12, 2026
  1.0
  Really disappointing experience at Enterprise Romford. For a company that promotes itself as providing a premium service, the reality fell well short of expectations. The reception building is poorly maintained, with dirty and disgusting-looking walls and an overall appearance that certainly doesn’t give the impression of a premium or professional service. There also seems to be a significant issue with advertising versus what is actually available. Small economy cars are advertised online, but when I visited the Romford branch, I was told they had none of these vehicles available. If certain vehicles aren’t actually available at the branch, the online advertising should be much clearer to avoid misleading customers. Unfortunately, the staff experience was equally disappointing. I found the staff to be rude, blunt and unwilling to make any effort to help. Rather than feeling like a personal customer experience, the interaction felt very transactional and dismissive. Overall, this was far from the premium service I expected from Enterprise. The condition of the branch, the apparent mismatch between online advertising and actual availability, and the attitude of the staff all need significant improvement.
• JD

  John Dongson

  Aug 9, 2026
  1.0
  I went into the branch around an hour before closing because I wanted to book a car. Rather than helping me make the booking in person, Kieran told me that I needed to phone up to make the booking. What I found particularly frustrating was that the website advertises small cars as being available at this location, yet Kieran told me that there are never any small cars at this branch. If small cars genuinely aren’t available from this branch, the online advertising should make that clear rather than giving customers the impression that they can book one there. I also found Kieran’s manner unnecessarily rude and unhelpful when I was simply trying to arrange a rental. There was no real attempt to assist or find a solution. Very poor customer service and a frustrating experience overall.
• DJ

  David Jamne

  Aug 9, 2026
  1.0
  The customer service from Kieran was beyond disappointing. From the moment we dealt with him, his manner came across as rude, dismissive and unnecessarily unhelpful. Rather than trying to make the situation easier, I felt like every question or concern was met with an attitude. Even when we were simply asking for clarification or assistance, Kieran’s responses felt unnecessarily abrupt. What was most disappointing was the complete lack of apology or acknowledgement when things went wrong. A difficult situation can usually be resolved with good communication and basic courtesy, but unfortunately that wasn’t our experience with Kieran. I appreciate that staff can have difficult days, but customers shouldn’t be made to feel like an inconvenience for asking reasonable questions. Based purely on the customer service we received from Kieran, I would not want to deal with this branch again.
• JC

  James Carter

  Aug 9, 2026
  1.0
  When we arrived, Kieran asked whether we wanted automatic or manual despite our booking clearly stating automatic. He then took us to a massive SUV. Kieran described this as an “upgrade”, but we hadn’t been informed about any change and specifically chose a small car for a reason. After we challenged this, Kieran eventually contacted another local branch to bring a different vehicle. Even then, the vehicle wasn’t the correct category we had booked. The whole situation took over an hour to resolve, with no meaningful apology from Kieran for the inconvenience. I don’t understand why customers are allowed to book a particular vehicle category if the branch doesn’t intend to provide it. Very disappointing experience, particularly because of the way Kieran dealt with the situation.
• SE

  Social Enrich

  Aug 9, 2026
  1.0
  Unfortunately, zero stars isn’t an option. What should have been a straightforward car collection turned into a process lasting over an hour, with issue after issue. We had specifically booked and paid extra for a small automatic economy car. When we arrived, Kieran asked whether we wanted automatic or manual, despite our booking clearly stating automatic. We were then taken to a huge SUV, despite having booked a small economy vehicle. We were never told that we were being “upgraded”, and we booked a small car for a reason. After some unnecessary back and forth, Kieran contacted another local branch to bring us a different vehicle. Even that vehicle wasn’t the correct size/category we had booked. It arrived around 15 minutes later than we were told and was then quickly rinsed down, leaving the windows extremely smeary. We were told there were no scratches on the vehicle, but after checking properly later, I found damage that hadn’t been pointed out. The fuel situation was another issue. The car was handed over with the fuel almost empty. When I asked about the return policy, I was simply told to return it at the same level. How exactly are you supposed to return a car at the same level when it’s already practically empty? There was also an electric boot fault which wasn’t mentioned at collection. After driving away, the dashboard repeatedly said the boot was open, and we had to manually close it. Throughout all of this, there wasn’t a single apology. Kieran’s attitude made the situation considerably worse. The whole experience felt unnecessarily difficult, and there was very little consideration for the fact that these problems were not caused by us. I would strongly recommend checking absolutely everything before driving away from this branch, and personally, I would avoid it altogether.

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