Enterprise Rent-A-Car have apologised after customers have made complaints about their service.

A handful of customers have complained that the Enterprise Rent-A-Car on Churchill Road, in Bicester, has been accepting payments for vehicles that are not available.

The customers who have left complaints on the company’s Facebook page seem to describe the same pattern.

They selected a car on the company’s website, made a payment, then only to be told afterwards that the car is not available, and a refund will take up to 5 working days.

Read more: Oxfordshire developer to build 420-pupil primary school

Jamie Tottman, from Bicester, said: “On Thursday last week I booked and paid for car hire of £300 for the weekend.

“The booking was confirmed and the money debited from my credit card.

“Shortly after receiving confirmation of my confirmed booking, I received a telephone call to advise me Enterprise had no vehicles and they would not be fulfilling my booking.

“After complaining about this, they offered me a large commercial vehicle with three seats.

“Which was totally inappropriate as I needed to collect my daughter, her husband and my 10-month-old granddaughter from Portsmouth, for a special occasion at the weekend.

“I was then informed that my money would not be refunded for at least five working days.”

Mr Tottman said that upon leaving his review on Enterprise Rent-A-Car’s Facebook page, he noticed that others had experienced the same issue with the company.

One commenter wrote: “I was taken through the booking on the phone and told that the car I wanted was available.

“My money was taken, and I thought the booking was all set. But then I received a phone call telling me no vehicles were available.

“I’m now having to wait ages to get a refund.”

Another wrote: “I booked a car online with the Bicester branch. It was showing plenty of availability for different types of cars.

“I then got a phone call about 30 minutes later saying they had sold out of all cars for the weekend and couldn’t fulfil the booking.”

An Enterprise spokesperson said: “We apologise for the inconvenience experienced by a small number of customers at our Bicester branch.

“We will of course ensure that customers who have pre-paid are refunded.

“Customer service is out top priority at Enterprise. Occasionally, availability of vehicles is affected by delays in vehicles being returned late or with damage, meaning they have to be taken out of service.

“Our branch staff will always make every effort to ensure that a vehicle is available and to provide an alternative if possible.” 


Read more from this author

This story was written by Matthew Norman, he joined the team in 2022 as a Facebook community reporter.

Matthew covers Bicester and focuses on finding stories from diverse communities.

Get in touch with him by emailing: Matthew.norman@newsquest.co.uk

Follow him on Twitter: @OxMailMattN1

A message from our Editor

Thank you for reading this story and supporting the Oxford Mail.

If you like what we do please consider getting a subscription for the Oxford Mail and in return we’ll give you unrestricted access with less adverts across our website from the latest news, investigations, features, and sport.

Follow us on Facebook, Twitter, Instagram and Tik Tok for more. 

You can also join the conversation in our Facebook groups: stay ahead of traffic alerts here, keep up to date with the latest from court here, share your favourite memories of Oxford here, get your daily dose of celebrity news here and take some time out with news that will make you smile. 

If you’ve got a story for our reporters, send us your news here. You can also list an event for free here.