Enterprise Car Hire

Beardedmunners

My wife and I booked an MPV on Enterprise car hire's website on 28th July this year. The booking was for 3rd August. I received a complimentary phone call from my local Enterprise branch the following day asking if an MPV was important as they were low of 'stock' for the required day so couldn't guarantee us one. Fair enough. I made alternative arrangements as the car hire was for a day out to celebrate one of my daughters' birthdays with family.

I called the local branch and cancelled the order on 30th July. The chap on the phone said I would have my deposit refunded in 2-3 working days.

We decided to pay a trip to the branch on 16th August to ask what was going on with this refund and dealt with two chaps, one claiming to be the manager. He advised me he had just got back and had been on holiday for 2 weeks (although I spoke to a guy claiming to be the manager with the same name on the phone a few days prior to this). The other guy in branch took ownership for the arranging of the refund. They offered to show me an email requesting it be paid back to me, which I took them up on and it showed it had taken 10 days for them to request the refund. I was advised if you pre-order a car on the Enterprise.co.uk website then your money is held in Tuscon in the States but if you do it over the phone with the local branch then the money is held locally and refunded straight Way. Is this even true?

Basically we are now feeling really frustrated. It's 1st September and we still haven't received the refund nor do we know if we were fed a line last time. Personally I do feel we were fobbed off a bit. I'd just like some advice please? I've just been on enterprise.co.uk's contact us section and when you click the link to make a complaint the relevant part of the website is conveniently unavailable.

Help 😞

wealdroam

Beardedmunners wrote: »

My wife and I booked an MPV on Enterprise car hire's website on 28th July this year. The booking was for 3rd August. I received a complimentary phone call from my local Enterprise branch the following day asking if an MPV was important as they were low of 'stock' for the required day so couldn't guarantee us one. Fair enough. I made alternative arrangements as the car hire was for a day out to celebrate one of my daughters' birthdays with family.

I called the local branch and cancelled the order on 30th July. The chap on the phone said I would have my deposit refunded in 2-3 working days.

We decided to pay a trip to the branch on 16th August to ask what was going on with this refund and dealt with two chaps, one claiming to be the manager. He advised me he had just got back and had been on holiday for 2 weeks (although I spoke to a guy claiming to be the manager with the same name on the phone a few days prior to this). The other guy in branch took ownership for the arranging of the refund. They offered to show me an email requesting it be paid back to me, which I took them up on and it showed it had taken 10 days for them to request the refund. I was advised if you pre-order a car on the Enterprise.co.uk website then your money is held in Tuscon in the States but if you do it over the phone with the local branch then the money is held locally and refunded straight Way. Is this even true?

Basically we are now feeling really frustrated. It's 1st September and we still haven't received the refund nor do we know if we were fed a line last time. Personally I do feel we were fobbed off a bit. I'd just like some advice please? I've just been on enterprise.co.uk's contact us section and when you click the link to make a complaint the relevant part of the website is conveniently unavailable.

Help 😞

How did you pay the deposit? By card?

If so, have a read of MSE's Chargeback article and then contact your card issuer.

Beardedmunners

Yes by debit card