National Car Rental - Page 2

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1.4 out of 5, based on 15 ratings and
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Fraudulently Charge After The Fact
Posted by on
Rating: 1/51
LOS ANGELES, TEXAS -- (this is also posted to yelp and consumer affairs)

FRAUD! FRAUD! FRAUD!

I upgraded to a Mercedes, enjoyed the car, returned the car. I paid for the vehicle with my credit card, got a receipt and everything was fine.

2 DAYS LATER: I check my account this morning and National has charged me an additional $500 FOR NO REASON!

I received NO CALL, NO ALERT, nobody mentioned any problems when I returned the car and I have a receipt that shows we paid the balance and left without a problem.

Now I call and there is not one person who can tell me what this mysterious charge is for!!!!!!! "MAYBE IT IS WRECKED?" is what the person tells me on the phone.

MAYBE IT IS WRECKED!!!!!!! Are you kidding me? Yes, I am sure I would be allowed to leave the car with it being wrecked.

I am not being helped, all I hear is "we will have to find a supervisor, no one is available."

ARE YOU KIDDING ME?????? I am calling my bank and reporting fraud as soon as I get finished with this review.

TERRIBLE CUSTOMER SERVICE!!!!!!!!!!!!!!!!!!! These people charge you and refuse to help. There not one piece of information related to an additional $500 charge that anybody can find.

As of now, I am waiting for a call back.
     
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Obfuscation on 04/15/2014:
It sounds like you used your debit card to rent the card. When you do this, they place a hold for the estimated amount of the transaction. In this case, $500. These type holds disappear automatically after a short period of time, or when they are matched to an actual transaction amount. Your rental was likely not exactly $500, so it wouldn't be an actual match, but the automatic deletion will take care of it.

This is a fact of life when you use your debit card in this type of transaction. There is no fraud involved. It's a good reason to use a credit card in this case, not a debit card.

By the way, it is your bank who determines how soon the hold will drop. Some banks drop after 24 hours, others hold for as long as 5 days. Your bank should be able to better explain it to you.
alamocares on 05/20/2014:
April, Customer service and satisfaction are very important to us at National. I would like to follow up with you. Please email me at care@nationalcar.com with the complete details, exact renting location, and any rental agreement numbers. Please reference #140520-002754. I look forward to hearing from you soon, thank you. Chris, Social Media Monitor, National Rent-A-Car
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Did Not Have the Car I Reserved
Posted by on
Rating: 1/51
ATLANTA, GEORGIA -- Not only did they not have the van I reserved, they refused to find one. You can't tell me that in the whole combined car rental place in the worlds busiest airport, there wasn't one minivan to rent.

" Sir, if I could build you one I would." Said the manager. " it's not my fault". Well, who's fault is it? I don't want you to build one. Just find one. She was totally non responsive. Which is shameful for a company that says "total commitment to customer service." Pamela Nicholson, you should be ashamed.

No service, no resolution. Nothing. Calling the toll free number didn't help either.

I rent cars a lot. I'll not be returning to National.
     
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NationalCarRental on 12/31/2013:
Ben4705, I would like to discuss this further with you. Please email us at Care@Nationalcar.com with your contact information, the exact branch location, and any other details. Please attach reference #131231-001969 to your email. -Christina
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Exedy White Plastic Bag - Silk Tie & Scarf/ Window Shades
Posted by on
Rating: 1/51
LAS VEGAS, NEVADA -- Band of Thieves at National Car Rental-Las Vegas, NV- I rented the above van for 6 days, when I turned the van in, I left the above Exedy Bag in the Van, back section, lower right hand corner. My RA 624545660. I contacted the rental agency within 1 hour, after checking in the van. A couple of days later, I was informed that their cleanup crew had found nothing, even though the Van had not been rented, after I turned it in. The agent in lost and found gave me the BAD news, nothing found- BS. The band of Thieves have my items and management is covering their butts.

Perhaps this group of thugs thrive on stealing other peoples belongings and go to sleep at night, believing the items belong to them. Justifying their crimes. I believe that TOP management at National Car Rental- Las Vegas, NV supports the Band of Thieves. Can't get Latisa, manager to return my phone call, what is she hiding. Shame on National Car Rental.

I am an Executive Member, what the hell does that buy me ? I still don't have my stolen items. Help !!!!
     
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NationalCarRental on 11/14/2013:
Evigil,
Thank you for bringing this to our attention. As customer service is of the utmost importance, we would like the opportunity to look into this concern for you. Please contact us at Care@Nationalcar.com with complete details, including your contact information and any further information regarding this incident.

When emailing, please list Reference Number 131114-002084 in the subject line. We look forward to hearing from you.

Sincerely,
Mitch
Social Media Coordinator
National Car Rental
NationalCarRental on 11/15/2013:
Evigil,
We’ve taken note of your concern and would like to have the opportunity to look into this for you. Please send us a detailed email to care@nationalcar.com including the exact rental location information, your contact information, your rental agreement or reservation number and any further information regarding your experience with us.

When emailing, please list Reference Number 131115-001595 in the subject line. We look forward to hearing from you.

Respectfully,
Carol H.
Social Media
National Car Rental
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Great Customer Support & Rep Initiative
Posted by on
Rating: 5/51
ORLANDO, FLORIDA -- I booked a full-size car with National via the link from AARP. The booking website asked about the primary driver, so I entered my partner's name and info. I also indicated that I --not my partner -- would be paying for the rental.

When we arrived at the rental desk, the agent at first said I would need to pay an extra $50 per day for the 'additional' driver. I pointed out that only my partner would be driving, and I had indicated so on the booking website. After a few spirited but polite exchanges, she waived that extra-driver fee.

I had zero issues with the rental. Upon return, 2 friendly National employees greeted us, and one of them walked us to the terminal.
     
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NationalCarRental on 07/24/2013:
ldbradshaw1
We’ve taken note of your concern and would like to have the opportunity to look into this for you. Please send us a detailed email to care@nationalcar.com including the exact rental location information, your contact information, your rental agreement or reservation number and any further information regarding your experience with us.

When emailing, please list Reference Number 130724-001584 in the subject line. We look forward to hearing from you.

Respectfully,
Carol H.
Social Media
National Car Rental
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Damage Claim & Loss
Posted by on
Rating: 1/51
EL PASO, TEXAS -- If you ever use an American Express Card, which automatically has $500 rental auto coverage and you rent from National Rental in El Paso, TX, then be forewarned: You will automatically be billed for damage to the rental vehicle.
I switched from my VISA card to my AMEX card to rent from National. Turned the car in, as I have done so many times over the past two years and I get an email claiming I owe National Rental Car in El Paso, TX $500.00.
Here is the clue:
A. The Lot Attendant was not on site; as was supposed to be when I called the night before so I could get an electronic print-out statement.
B. The lot is not protected: NO Gates, NO Gate Attendant, NO pop-up road spikes.
C. Anyone at any time can drive on or off the lot where the Rental Cars are kept. There are no cameras, none that I could see or recognize.
D. The lot is poorly lit.
E. The spaces are cramped and on top of each other.
F. I unloaded the Durango from the rear hatch and walked the vehicle before I left at 0515 hours and there was not a scratch or dent of any kind.
This is FRAUD, and National Car should be ashamed to have resort to actions like this because it is deceitful.
     
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NationalCarRental on 04/03/2013:
Travelinman278,
We’ve taken note of your concern and would like to have the opportunity to look into this for you. Please send us a detailed email to care[at]nationalcar.com including the exact rental location information, your contact information, your rental agreement and any further information regarding your experience with us.
When emailing, please list Reference Number 130403-002851 in the subject line. We look forward to hearing from you.
Respectfully,
Carol H.
Social Media
National Car Rental

Obsfucation on 04/04/2013:
I had a similar incident one time, and AMEX went to bat for me. They told the rental company in no uncertain terms that if no damage was noted by an employee at the time I turned in the car, I could in no way be held liable. Anything could happen to the car once it is out of my control. The rental company backed right down.
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Idiot Caused $2,000. Damage To My Private Car!
Posted by on
Rating: 1/51
BLOOMINGTON, MINNESOTA -- I followed my wife into National Car Rental's drop-off areas as I had done over 10 times and as we were leaving the attendant shut the gate and extended the tire deflaters into our 2004 Land Rover Discovery. Doug, the attendant claimed "...didn't see me..." I was shocked at his answer because my 4-door bright silver SUV with both headlights and fog lights on is impossible to miss.

My guess, and the true answer is he pushed the gate down button by mistake and doesn't want to admit it because he is elderly. Well Doug caused over $2,000.00 damage and the Station Manager [snip]Kerkhoff wouldn't take any responsibility for his employees "mistake" and ignored my requests for National to make it right.
     
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leet60 on 03/13/2013:
This is appalling. If you have not done so, you may want to contact their corporate office and also file a small claims action.
clutzycook on 03/13/2013:
what leet said.
Obsfucation on 03/13/2013:
Were you in an area you were supposed to be in? In my experience the area with the gates is for the rental vehicles only, and the drop off areas are separate. If they have the area posted as rental returns only, you may be SOL.
Jeff on 03/14/2013:
I'm not surprised. I'm sure someones job would have been on the line. I would have called the police and gotten a ppolice report. You could always file a suit in small claims court. I would.
NationalCarRental on 03/22/2013:
Hello,

My name is Amelia from the Social Monitoring Team at National Car Rental. We are interested in addressing this. We've taken note of your complaint. As customer service is of the utmost importance, we would like the opportunity to look into this concern for you. Please contact us at care[at]nationalcar.com with complete details, including your contact information, the dates of your rental (or even your rental agreement number) at this location, and any further information regarding your damage concern. We'd be happy to help. When emailing, please list Reference Number 130322-000830 in the subject line. We look forward to hearing from you.

Sincerely,
Amelia
Social Monitoring Team
National Car Rental
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Reported Car Stolen That I Rented
Posted by on
Rating: 1/51
MIAMI, FLORIDA -- The National Car Rental company rented me a car on weekly basis. I called to confirm term and length of rental as required. They contacted and told my family, ex wife, company I would be arrested for car theft in my absence from home, created havoc then harassed me on the road even as I entered the airport at Miami to return there rental on time!

They then continued to threaten and harass over the phone mail and letters for another week saying the car was still stolen and missing while the car was sitting in their compound at Miami airport. They have refused to provide a copy of there bill which they padded and stole from the credit card company.

When they are contacted now they will not provide person with knowledge of the file nor provide billing copies over 2 months later.
     
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MaggieMcT on 03/06/2012:
You don't say why you didn't get a copy of the bill when you turned the car in, but have you filed a dispute of the charge with your credit card company? That should produce some documentation.
Enterprise cares on 03/08/2012:
Thank you for your post. I would like to discuss this further. Please email me at care[at]nationalcar.com with complete details, exact renting location, and rental agreement number. Please use reference # 120308-001482 in the subject line of the email. I look forward to hearing from you soon, thank you.
-Kyle
National Car Rental
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Left standing at the airport
Posted by on
On a Friday night I landed at Victoria Airport in B. C.I had previously checked the Victoria National Car Rental website via the airport website to see if they accepted cash payments. The website was quite specific that they did as long as certain documents were given to the person in charge at the time of the rental. I also called their customer service just to verify the information was correct and all was good. No problem Sir, is what I was told. As I walked up to their booth at 11:00 pm on Friday night with all my vacation plans in hand the gentleman at the counter said"NO" AND THAT WAS THE END OF THE CONVERSATION. My wife and I stood there in disbelief. Time for plan B, which at the time I did not think I needed. The best was when I sent an e-mail to National wanting an explanation. This is what they said, Thank you for helping us correct any customer service problems, we appreciate you taking the time to write. Are these people for real. My entire vacation plans were totally disrupted not to mention spending hours on a bus and missing out on meeting up with friends. I am so glad I could help them with their customer service. NEVER WILL THEY SEE A DIME OF MY MONEY.
     
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At Your Service on 09/29/2011:
It's not surprising that a terminal like this is not set up for cash transactions. In addition to taking credit card numbers to protect the rental itself. Unfortunately, anyone can say they were told anything at a previous time. It's always a good idea to have a credit card on hand for these situations.
SteveWiginowski on 09/29/2011:
Here is what I found on the National Car Rental website.

"For rentals in Canada, only customers on a pre-paid tour or renting on corporate accounts that have negotiated the option to use cash are allowed to use cash to qualify for a rental."

Here are a couple links.

https://nationalcar.custhelp.com/app/answers/detail/a_id/2169

https://nationalcar.custhelp.com/app/answers/detail/a_id/2167
NationalCarRental on 09/29/2011:
To: gwdobbie51

We would be happy to assist you and further talk to you about this incident. Please email care@nationalcar.com with your full name, the reservation number, and any other details.

When emailing please list reference #110929-003881 in the subject line.

-Amanda with National Car Rental
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Would never recommend National Car
Posted by on
LOS ANGELES / INGLEWOOD, CALIFORNIA -- In May we rented a car for 3 weeks at National. Now we were charged / debited with an amount of approx. USD 1200 (!!!) for "extensions". We rented the car for 3 weeks, gave it back after this period, so we do not know what they are charging us for.

I called them and after approx. 20 minutes (I need to mention that I live in Germany and therefore called them from Germany - I do not want to think about the costs...) I talked to a person who seemed to be in charge. She promised to write an email to managers and copy me in - I have never received such an email!
So I filled out the complaint form on their homepage and received an automatic email that they will get in touch with me within 2 day - do I have to mention that this never happened...?

So I wrote an email to the address which is mentioned here on the homepage sometimes (care at nationalcars.com) - again, no reaction. So I filled out the form on their German homepage (I asked for a contact in the US) - I have not received neither an automatic email!

I am really frustrated that no one seems to be responsible for complaints!
Of course we contacted our bank and are trying to retrieve the money - maybe then National wakes up ...
     
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NationalCarRental on 06/08/2011:
We have received your emails and your case is being investigated by our Customer Care team. Usually cases such as these take about 5-10 business to receive response. Thank you for your continued patience.
Alain on 06/09/2011:
Good to see National Car Rental at least resaponding to this complaint. Give us an update if you can, Gatof.
Whiteduck on 06/09/2011:
Sort of like the politician that's "sorry" now that he's been caught. One email does not a happy customer make. I hope we get to see how this plays out. Thanks for the post.
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National Car Rent Lost and Found or Den of Thieves?
Posted by on
In February, I left my overcoat in a National Car Rental vehicle at the Albuquerque airport (ABQ). This became apparent as soon as I went through security. Within 20 minutes I was on the phone with Agent X at the National lost and found at ABQ. She asked me to wait a few minutes while she check and returned to the phone and said, “nothing was found in the car sir.” She said to call back tomorrow and ask for Agent Y or Agent Z, which I did. Agent Z repeated the same response. I asked her what happened to the overcoat and she just repeated the same sentence. We all have a good idea what happened to that coat as well as the thousands of other articles left behind in National vehicles — employees are taking them and the supervisors at the local lost and found offices know exactly who they are and are covering for them. Is this a way of compensating low-paid employees or are they covering for organized criminal activity? You be the judge. If I had left my cell phone in the pocket, I could have tracked the coat and called the Albuquerque sheriffs department. Maybe someone should do this some time to help put an end to this unprofessional and possibly illegal activity.
     
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getoverit on 04/16/2011:
You could be right. By the same token, you might not be.

Based on what you've stated, it's hard to come up with another scenario for what happened to your overcoat. But you haven't provided much evidence.

Beyond that, you've provided no evidence regarding the thousands of other articles National employees are allegedly stealing.

But you could be right.
trmn8r on 04/16/2011:
This is why it is a great idea to take an extra minute to check a rental car, motel room, etc before you leave it for the last time. Otherwise, you may end up finding something missing and wondering where it was left.

Very helpful.
NationalCarRental on 04/20/2011:
We are listening and I would like to investigate what happened at ABQ further. Please email care[at]nationalcar.com with your contact information, rental agreement number, description of the overcoat, and any further details of the incident. Please use "Incident 110420-002898" as the subject of the email. (Rich)
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