Enterprise Car & Van Hire - Rutherglen - Glasgow

Neil Bracknellgate

THIS COMPANY DOES NOT ALLOW YOU TO RENT A VAN FOR HOME REMOVALS.
I've hired from this company many times as a developer in order to carry out home removals.
I had a van booked for 10:00 this morning. Received a call at 09:15 to be told that another branch had taken my van and they would need to drive to another branch to collect the van and would it be OK if I changed pic up to 11:00. Told the Manager Cameron that this was not ideal as I had people helping with the removal arrive at 10:00, but I had no other than to accommodate and said I would collect at 11:00.

Arrived at 11:00, started going through the process as I had already checked in online. Cameron asked my occupation and if the van was being used for business. I told him no it was for my home removal. He told me he couldn't give me the van as they didn't allow the vans to be rented for home removals, as their insurance didn't cover home contents. I told him I have hired many times from them and have never been asked or told this before, even when previously I have specifically mentioned I'd be using the van for home removal. He said that people I have dealt with have obviously not asked me the correct questions. I was obviously angry, but he would not accommodate and told me to hire a van from somewhere else like Arnold Clark.
I have been unable to secure the type of van I needed at such short notice, which has caused huge problems and delayed the purchasers of my house from obtaining keys and moving in today.
I had also booked a car for 1 weeks hire from tomorrow. This has obviously now been cancelled.
I emailed Cameron earlier today requesting refunds and to cancel the other reservation, only to receive a "out of office automated message" even although I dealt with him today in branch.
I'm not sure if there are many other reasons for people to hire a van other than for home removals, if you are one of the many people needing a van for home removals and would like to avoid this inconvenience and extra cost. I suggest you take Cameron advice and hire from somewhere else, like Arnold Clark.
As I've had no response from Cameron regarding refunds or compensation, I'll now have to investigate other avenues in order to be reimbursed

Mikkel Møller Wiemann

I rented a van from them which initially went fine and the service was good, however the moment problems occured with it, such as the van being too low on Adblue which I had to fuel myself, the office started ghosting me. I have spoken to the offices 3 times over the phone, including a Cambridge office, all times been promised a refund for this, however 2 weeks following my rental I have yet to receive a single penny. Would not recommend as this has completely soured my experience.

Rev G. James

Excellent service I received from the young folk at this branch absolutely great interpersonal skills from Michael in particular and Moussa too ALL the staff are a delight to deal with friendly and pleasant even to my wee dog. Thoroughly recommend this service and especially this branch. 10/10

Nadeem Shehzad

I was hiring vans from enterprise on a regular basis from 1 week to sometimes over a few months . Due to insurance, you would have to take it back at 30days to take it off hire and then you would hire out in the same van again .

I received a van with a crack in the plastic that covers the speedometer etc , the staff member advised that’s been there a long time , but when I went back in on the 30th day of hire , they signed me off and then back on .

After 1 week , I went back in to return the van , the staff member advised me that there is damage to the plastic cover , and I explained it’s always been there and her colleage seen it . Anyway she went away and said they would get back to me , and wouldn’t be able to refund the £1500 deposit !!

They came back a few days later with a bill for £800 , explaining they need to take the dashboard out , van has to go off hire for 2 days blah blah blah

I tried to contest it , but they wouldn’t listen , they had me by the balls with my money , so ended having to swallow the cost !!

They have absolutely zero loyalty , they will shaft you for anything to earn brownie points , to enhance their chances of promotion .

I spent nearly 10k over the year with them , I’ve not been back since , and I would advise everyone to avoid them , be super cautious when you go around the vehicles .

I’ve also heard from an ex employee that tourists are easy targets , and almost every one get charged for minor issues .

Stefan Portas

I rented a van for a few days for some work carried out in my house. The person from the front desk, Musa, explained to me carefully all the details regarding the contract agreement. He was friendly and accommodating. Thank you, guys!

Angela Mckeown

It would be no stars from me absolute shambles is the Rutherglen branch,
1 - Turned up to collect hired car on 05/11/24 paid for through First Bus Insurance Gallacher Bassett due to bus damaging my car, was told on arrival car i was getting was not available as it had wheel damage & was offered Fiat 500 which i refused, was then asked it i wanted to wait approx. 40 mins for wheel to be repaired which i agreed, 90 mins later still waiting when a lady returned her hired car, i was then within 10mins given this vehicle
2 - Day 2 06/11/24 taking my son to school when there was a bang like a fire work when my son noticed the passenger wing mirror damaged only way to explain this it was like it had exploded and the wires were hanging from the mirror this was a frightening experience for both me and my son who was not able to go to school as he was shaken & upset with the bang(explosion), i waited till the garage opened and returned the car explaining what had happened at this point i was upset and basically told i was a liar no empathy or compassion given customer service skills ZERO Manager Mitchell sat behind his desk the whole time and not once did he attempt to make sure i was ok, was treated absolutely appalling and told i had to pay £250 excess which i refused as i was not responsible for the damage the vehicle clearly had a fault , left with no car and left to walk home very upset and lost a days work, was told someone would be in touch once car had been accessed regarding why this happened in the mean time the staff member told me it had been hit was a stone even though i explained the mirror had actually exploded leaving wires hanging out and no way a stone could have done this and the noise it made was frightening
3 - Day 3 07/11/24 phoned the branch to ask for Registration number of the vehicle spoke to Emma who couldn't find my name on the system and guess what Car hadn't been closed off and was still down as out on hire to me, asked Emma to email me a copy of there complains procedure however she said she would get Branch manager Ross to call me i asked for him to email me so i had proof
4 - 6 days later 12/11/24 still no contact from anyone or Email from Ross and £249 tried to be taken from my account then again on 13/11/24, i will not be paying this they can take me to court i have 2 witnesses to the incident but to be honest no one cared i am shocked that staff can treat customers like this i have never been made to feel like the way i felt that day.
5 - 13/11/23 - My partner phoned to ask if car had been checked over yet and conveniently enough they said it had been check that day and there was no fault well so they say, an electric mirror does not just explode unless there is a fault, still had no contact from them only new because my partner phoned them
6 - After a hired car is returned as to my knowledge i should receive a courtesy call to see if i was happy with the rental, wonder how i never got this call
I WOULD STRONGLY ADVICE TO AVOID RUTHERGLEN BRANCH AT ALL COSTS STAFF NEED CUSTEMER SERVICE TRAINNING AND TRAINED ON HOW TO HANDLE A COMPLAINT NOT ONCE WAS I OFFERED A COPY OF THERE COMPLAINTS PROCEDURE WHEN I STATED I WAS MAKING AN OFFICIAL COMPLAINT TREATED LIKE A NOBODY AND LEFT TO FEEL STRESSED AND UPSET

Martin Clark

Never use them again had to wait 3 hours for van then given one unable to use as wrong size then had to step in to an argument between enterprise and an other company when trying to sort the van out completely unacceptable demanding a full refund due to experience

Holly Witt

I only picked up the car here so I cannot speak to the return. My check in process went smoothly. I was attended to promptly by the staff, who were friendly and accommodating. The car was fine and without issue.