Nosheen wahid Ahmed rated Enterprise Car & Van Hire - Ilford 1 stars
a week ago
I am extremely disappointed with the service I received from Enterprise UK at the Romford Road branch. If it were possible, I would not give even a one-star rating.
I was provided a courtesy vehicle through Nissan, and upon returning the car, £109.00 was unexpectedly deducted from my account without any prior notice or explanation. The staff at this branch appeared to be a young, inexperienced team and displayed unprofessional and at times intimidating behaviour—particularly through repeated phone calls, despite there already being an arrangement in place with Nissan.
It later emerged that a new contract had been issued, and I did receive an apology. However, the lack of communication, professionalism, and the intimidating approach made the experience very distressing—especially as a parent.
Based on my experience, I would not recommend this branch to others. I also question the authenticity of some of the positive reviews, as they do not reflect the level of service I encountered.
1/05/2025
Some time ago, I was issued a courtesy car by Enterprise on behalf of Nissan. At the start of the agreement, a payment of £109 was deducted from my account. I accepted this as part of the standard process.
However, I was shocked to discover that an additional £125 has now been deducted from my account without any prior notice, communication, invoice, or explanation. This is entirely unacceptable. I have not been provided with any breakdown or justification for this charge, nor was I given the opportunity to query or dispute it beforehand.
This lack of transparency and communication is deeply concerning, especially given that this was a courtesy vehicle meant to assist during a difficult time.
I request that you:
1. Provide a full written explanation for the £125 deduction.
2. Supply a breakdown of any charges associated with the courtesy car.
3. Confirm whether any further payments are expected or scheduled.
4. Arrange for an immediate refund if the charge was made in error or cannot be justified.
Please treat this as a matter of urgency. I expect a response within 5 working days before I consider escalating this issue to the Financial Ombudsman or Trading Standards.
