NEW YORK, NEW YORK -- I have been a loyal National Car Rental customer since 1979. Normally when I pickup a car, the agents review and help inspect the car before I leave the lot. In July 2014 I rented a car from the National Car Rental location at JFK. We had been on a plane all day and due to delays we missed our connecting flight home to Rhode Island. The agents and porter were very nice, helped us with our bags and sent us on our way. They didn't help inspect the car as they normally do and I neglected to check it myself. I used the car for 22 hours, and caused no damage to the car. When I turned it in, the agent noted some dings and dents. Now National is billing me for the repairs.
I expect basic customer service and assistance inspecting the car should be part of the rental cycle. However, at National it's not. I'm still working with the folks at the National Car Rental damage unit on this issue. If I have to pay for the damage I'll never do business with National again.
LOS ANGELES, TEXAS -- 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.
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 world's 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." **, 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.
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 **. 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 people's 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 **, 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!!!!
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.
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: 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. The lot is not protected: NO Gates, NO Gate Attendant, NO pop-up road spikes. 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. The lot is poorly lit. The spaces are cramped and on top of each other.
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.
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 deflators into our 2004 Land Rover Discovery. **, 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 ** caused over $2,000.00 damage and the Station Manager ** wouldn't take any responsibility for his employee's "mistake" and ignored my requests for National to make it right.
CALAGRY, ALABAMA -- My name is **. I am a customer of National Car Rental for over 3 years. My Club number for national is: **. I was in one of your location on 24th November 2012. I just wanted to give you some feedback about the service I got on that day from your employee.
I booked a car online for a week on 24th November around 4:15pm. I usually book and pick up car from your airport location in Calgary. As that day your location was closer to me I choose to select your location for my rental. I called your location around 4:35 to make sure they are still open and have a car available for me as I understand I booked it last minute. When I went there the lady told me I am getting a KIA SUV even though I booked a mid-size car. They were doing a free upgrade as they didn't have any mid size car available. I personally owned a KIA before and did not had any good experience.
I thanked her and asked: "will it be possible for me to get either a ford edge instead as I see there are 2 parked in the lot." She told me one for oil change and one need to cleaned. I asked her again that what if I don't need a clean car. I am OK with a returned one. She asked me to wait and she said she will talk to the manager and went in to the lot. I came out and I see her talking to the manager. I asked the manager that, there were over 10 ford (edge, explorer, escape) were parked and if I can get any of them doesn't really matter as I just don't like KIA.
She told me all were sold out, and I should be happy because even I booked at last minute and she is giving me a car. She also mentioned I am getting double upgrade as she was offering me the KIA full size SUV. I requested her that "you have the other cars available. Please give me any of them." She told me again all those car were sold out. I asked her again that cars are usually sold by the size. Never by make or model. And someone will be happy too by getting a full size KIA rather than a escape. She replied: "this is your only choice I am giving you, you take it or not, I DON'T CARE. If you don't take it you can leave. I need to go."
I was kind of surprised with her behavior and I request her one more time that other cars are available I can see, is there a reason I can't get it? She asked for the keys back for KIA and I was happy by thinking that she is going to give me a different car. I asked her "so which car am I getting?" The reply was nothing. I told her I need a car, I have a reservation and you have to give me a car! She said: "no I don't." Then I asked her who was the station manager? I was shocked by her answer that it was her.
I then went inside with her asking for her card. She went inside the room and swearing (I could hear by standing beside the counter). She came back with your card and said "I don't have my card at this point. This is the person I report to, and I will write down my name." Name: **. She also replied that she manage both location in downtown!! Then I asked her one more time for the car. As I need the car. I didn't made any other reservation. She then asked me to leave very rudely and said she will call the cops if I don't leave? I asked her to call the cops and then she went to the main door turned of the light and swearing all the way. She also tried to lock me.
The main surprise was still waiting for me, that she came back to me and pushed me from the desk to the door. I was just thinking where am I? I was trying to select the record option in my Blackberry as she was swearing and she just didn't gave me any time. I asked her if she could give me one moment, just tried to buy some time for her. She kept pushing me and swearing and saying "try to get me fired if you can" and kept swearing. On my way out I asked the name for the other lady and she said "I am not giving you my name." I believe you have surveillance and you can look through it.
I got out of your station and I was shaking and thinking about the customer service experience. Now **, I am a manager in a customer service business too. And sometime I have to deal with some customer opportunity. But this is the first time I got such experience where the customer (myself) didn't swear or raise the voice but the employee was yelling and swearing. In some bad situation I had to ask some customer to leave, but that was when the customer were swearing to me or my staff and there were some sort of threat.
Now my question to you **, what have I done wrong? As a customer asking for a different car was it my fault? Or making the reservation in 11th hour was not expected by you guys? What was the actual reason that ** had to push me out of the location? What would be the reason that she turned off the light me being inside. Was there any valid reason that she was swearing at me? I would like to apologize if I have done something wrong, but I personally believe that either ** was tired or stressed out for whatever reason and she was totally out of her mind. There is no way she can push me without letting me know.
If I didn't leave she could call the cop but when she pushed me and when she turned the light off I was really scared. And her searing words are non describable. **, I am not trying to get anything out of this. I could took that KIA SUV and went to the airport and they would be more than happy to change the car for me. It's not about the car, it's the behavior I got. I am not a person who will complain. You can look through my rental history and National always did above and beyond for me and I do appreciate this.
All employees in Toronto airport Calgary airport they always says: "don't worry we will take care of you, you are one of our elite member." But that day I just asked for something very small and she could easily take care of that. If she couldn't she just can swear or push me, neither try to scare me by turning off the light. I believe this kind of behavior should be corrected. If you need any further info or if you like to discuss anything about the situation feel free to contact me.
Did I mention 24th November (the incident day) was my birthday and I was trying to take my wife and kid for a surprise dinner? Thanks.
KANSAS CITY, MISSOURI -- I was sent on a business trip to Kansas City, MO and my only available option for a rental at that time in the class of vehicle I needed was National. I usually rent vehicles once a month or so on business trips for my job, and usually use Enterprise with no problems what-so-ever. I knew from stage one of the experience that National would be different. After the extremely rude treatment by the employees at the desk (rude as in they acted like I was bothering them by walking up to the desk and asking them to do the job that they chose to accept and get paid to do), my car was very dirty.
They have a policy where you choose any car in the lot in your class. So I picked another car, that one was dirty too. I had to look through about 5 Chevy Impalas before I found one that was relatively clean. Even that car was in poor condition as little things where broken inside such as the lever to lean back the driver's seat.
After my stay in the area was extended by my company, I needed to call National to extend the rental by 9 days. I called their 866 number, waited on hold for 20 minutes, and received a call center in India. I absolutely hate companies that utilize Indian call centers. I could barely understand the rep, who I had to ask "What?" to 5 times to understand him saying "May I have your RA number?" and he became very angry that I was having a hard time with HIS poor English, again, when HE chose a job that requires dealing with English speaking people. He said he could not help me and transferred me to a number that was disconnected.
I hung up, called again, waited another 20 minutes, received a different Indian service rep with a language barrier. I explained what happened, and this rep said she would transfer me to the correct number. Again, number was disconnected. I called a 3rd time, was on hold a 3rd time, explained that the number I was being transferred to was wrong. The 3rd rep obviously did not understand what I was saying and transferred me to that same disconnected number. The 4th time I called I received the same rep from the 1st call. This time he transferred me to a wrong number, a private residence.
Now this was at 10:30 PM when I was making these calls, so the gentleman who was woken up was rather angry about it. So finally I looked up the Kansas City office number myself. I called that number, received an automated answering service, and guess what... was transferred back to the Indian Call Center when I chose what I thought was the appropriate selection for whom I needed to speak with.
After calling back and spending 10 minutes choosing different options on the automated line, I FINALLY received someone at the desk in Kansas City. I explained to her how frustrated I was, and she completely blew me off without so much as an apology or "thank you for your patience." Completely and utterly unprofessional. I spent 2 hours, literally 2 hours, just trying to get a hold of someone who could help me, my company was spending over $1400.00 on this rental, 1/15th the value of the car they rented us, and I don't even get an apology for their inept call center.
So here's the best part. After explaining to her what I needed, she said she couldn't help me, and transferred me back to the Indian call center. I drove the car back the next day, handed them the keys, walked over to Enterprise, and settled for a smaller car and good customer service.
ENGLAND, UK -- I rented a car at Gatwick Airport outside London, drove for about 2.5 hours, a motorcyclist crossed the road and scraped my car then slammed into the vehicle behind me (and survived... somehow). I'm not at fault, the policeman almost point-blank said it at the time but covered himself about "investigations" and so on. All fine. And, according to the contract I signed, they kept a damage deposit of about $1,500 until liability could be formally declared. This is fine, I understand that and prefer that to be the case as it's safe for both them and me. That's mid-September of 2007.
Fast forward to March the next year: the insurance department has lied to me repeatedly about what they've done and when, they claim they've sorted things out last winter when I did it - inside of two days - in January (and if I hadn't done that I'd *still* be waiting for them to pull their thumb out), my chequing and VISA accounts are now closed, there's a collection agency chasing my PayPal account debt.
And what's the line National UK (PremierFirst Vehicle Rentals; Vanguard Rentals... etc)? "Well, normally this sort of thing takes at least eight months, you know. We've done nothing wrong, so why should we apologize?" I've never had such lousy service in my entire life, no matter *what* side of the Atlantic you'd like to discuss. Litigation is imminent for them.
However, the details left out about the accounts - skipped in trying to make this a little less than saga-length - basically would explain that the PayPal account, the chequing account, and the VISA account are all inter-connected, as is required by PayPal. They want your credit card information, and they want a real bank account to deposit into or draw from.
As for the destruction of all of those accounts, the money for the damage to the car was held until liability was fully declared (and that's fine by me) and after for four months I stepped in and did the job of resolving the issue of liability for the guy in the office with the file (and that's *not* fine by me). Additionally, no one warned me the charge was coming down before it happened - and I wasn't worried, because it wasn't my fault, and I had insurance, right?
So I'm suddenly landed with triple my credit limit on my account. Money gets sucked from every direction into the VISA account, I've got cheques bouncing all over the place because I paid bills when I got back home but hadn't got the VISA bill yet, I ordered a bunch of books from other people in my industry (I'm in publishing), thinking I was fine with all of my finances balanced. And suddenly I can't use my VISA, my bank account's over-drawn, my PayPal is locked...
Yes, I'm a "publisher", which sounds great, but we're in start-up mode, so we've not pulled a dime for ourselves yet. So, here I am with no money, no credit, I can't order supplies to use in the creation of re-selling product so I can't make an income for the business, I can't write a cheque to pay any personal bills... good thing the house is in the wife's name.
And National continues to say that they did everything they could, yet I solved the liability being agreed to by the other side in 48 hours, after they'd sat on their hands for four months. "This sort of thing usually takes eight months to work out, so this has gone quite quickly!" Okay, it's gone fast because *I* made it happen, and if you regularly take that long to sort this simple a case, maybe I ought to be working there instead of that lot!
Again, hit the site for the complete details. It's not a spam-bot site, I'm not trying to suck your details out of your computer, I'm not even using Google Ad things for revenue. I only want to create a place for people screwed by this specific company to band together.