Enterprise Car & Van Hire - Stoke-on-Trent London Road

Reviews

• BM

  Beverley Merritt

  2 days ago
  5.0
  Great customer service and they pick you up and drop you off
• KW

  Kellie Wright

  Aug 27, 2026
  5.0
  Staff were very friendly and helpful. Car was lovely and very clean.
• JS

  James Sigley

  Aug 14, 2026
  5.0
  Amazing experience from start to finish, all the staff were extremely helpful, also want to give fletcher a special mention as well. When needing a van for moving into new home guarantee we will be returning
• AM

  Armaan Mukarji

  Aug 12, 2026
  5.0
  Great service! Thanks guys. At a time just after a crash when we needed a replacement car they were very helpful. Would use them again!
• TT

  Trixie

  Jul 17, 2026
  1.0
  My experience with Enterprise was extremely disappointing from start to finish due to poor communication, inconsistent information and unprofessional customer service. My hire vehicle was arranged through my insurer, and I was originally told I could keep the vehicle until my insurance claim was resolved. However, when I collected the car, the agreement stated no end date. Then advised I had the vehicle from 16th 25th July 26. Nobody could clearly explain why the information I had been given was completely different. I had already provided all of my details prior to collection and during, and yet I was asked to provide the same information again at the branch, showing a lack of communication between staff. I was also given incorrect information about the optional protection. I was told it would cost £70, with only £35 being held as a pending transaction until the vehicle was returned, then £70 would be taken if I had the vehicle for a month. Instead, £35 was taken from my account immediately, and the hire agreement later stated that I had declined the optional protection. I had to ask for a copy of the agreement myself rather than it being provided automatically. The collection process was frustrating. I was told I had to collect the vehicle on a Saturday because the branch closed at 2:00 pm and did not offer weekend deliveries. If I wanted the vehicle delivered, I would have had to wait until Monday. When I arrived, I was abruptly told the member of staff was serving another customer and that I would have to wait five minutes. I had no issue waiting, but the way it was said came across as rude, and the wait was actually closer to 10–15 minutes. The vehicle itself was only reasonably clean and not presented to the standard I would expect. I was allocated an orange Fiat, which several members of staff appeared to find amusing. The colour of the vehicle was not the issue—it was the unprofessional behaviour surrounding it. When I politely raised concerns about the service, another member of staff told me to “cut the staff some slack.” I found this dismissive and completely inappropriate. Unfortunately, the problems continued after collection. I later received a phone call from a branch where the staff member quoted the wrong address, appeared unaware that my hire arrangements had already been updated, and insisted the vehicle had to be returned the following day or I would incur additional charges. This directly contradicted what I had previously been told and caused unnecessary stress. To make matters worse, when I contacted customer services to resolve the issue, I waited around 15 minutes before my call was answered, only for the adviser to disconnect the call without dealing with my concerns. Overall, this experience was characterised by poor communication, contradictory information, inaccurate advice about charges and hire periods, and customer service that fell well below the standard I would expect. I hope Enterprise reviews its staff training and communication processes so that other customers do not experience the same level of frustration.

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