Jess W

Review of Harrogate Business Enterprise

Appalling service. Telephoned to check whether the...

Appalling service. Telephoned to check whether there would be any extras to pay on top of the price quoted on line. Advised by call centre that quoted price was the final price, nothing extra to pay. Within an hour local branch (Harrogate) called to advise there was an 'optional' payment to cover excess on insurance. The 'optional' excess protection payment amounted to over 50% of the original cost. When I called to cancel, branch staff had extreme difficulty understanding how the call centre, by failing to respond correctly and openly to a direct question, damaged customer trust in the company's business practices.
Update: one week on and despite the promising response to my review from the Harrogate owner (see below) there has been nothing from them directly. What I did receive was a series of condescending emails from, what I assume to be, a generic 'care' team explaining the meaning of 'excess insurance' and 'optional' payments. They however failed to grasp I fully understood the meaning of both terms and was worried without paying I risked a hefty bill at the end of the hire period because I hadn't taken out the 'optional' excess insurance. However the emails did highlight that Harrogate office had not cancelled my booking as request.
Every other company I phoned answered my question fully and gave me the risk free price upfront.