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.
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 deflaters 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.
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 their 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 their 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.
NEW YORK -- I went through Hotwire to rent a car at Westchester County Airport. Hotwire gave me National Car Rental. I have never used National. On arriving at the airport I did the paperwork at the rental counter, one person operation; he was very nice, gave me the keys and I headed out to the car lot. My wife and I put our bags in the trunk and I notice scratches on the driver side bumper. The rental agreement does not have a walk around checklist sheet and there was not an attendant around (very small operation).
When we return the car the employee who did my rental agreement was in the rental car lot talking to some friends. He came over and got the keys from me and he notice the scratches on the bumper. He asked me if we had an accident. I said no, the scratches were there went we picked-up the car. This is when the NIGHTMARE begins; he said he had to do a car history search to see if the scratches were noted. He had another employee do the car history search. The employee made a remark to the other employee that the car history was out of date and he continues to search the records.
I stated again that I did not have an accident and that the scratches were there when I picked-up the car. The employee doing the search said I should had come back into the airport and reported the scratches to them. I told him that it was their job to check the car or have someone in the rental lot to do a walk-around. He completed his car history search and could not find a report on the scratches and because I did not come into the airport and report it, then I was at fault. He completed an accident report and I said I was not going to sign the report because I did not have the accident.
He told me if I did not sign the accident report then the company would hold me responsible and he was forwarding the report to the claims department. I sign the report under protest. I call the customer service immediately and filed a statement as I waited for my flight. The lady taking the statement said more the once, that this was a common problem at these small operation and she would document my statement. We will see what happens.
SEATAC, WASHINGTON -- Upon return to SeaTac, I dropped off the car in your return area. After passing through the terminal inspection area I noticed that I had left my camcorder in the trunk of the vehicle. I returned immediately to find that the attendant could not locate the car. After twenty minutes of persistent coaxing, I was able to help him find the vehicle which was already in the queue to be rented out again. Interestingly enough, the car was not serviced in any fashion. It was dirty on the outside and still had garbage inside of the vehicle as well as in the trunk. But alas, no camcorder.
I continued to ask for assistance and was turned over to the manager, **. With **, we tried to determine which attendant provided the service to the vehicle in order to ask if the camera had been found and placed in the lost and found box. Again interestingly enough, there was no record of anyone servicing the vehicle. The car had mysteriously moved itself from the return queue to the "TC" Ready for rental queue all by itself.
The camcorder is gone, I realize that and the tracks were covered very well but I want you to understand that on the camcorder were two days of video recordings of competitive soccer play that were going to be used for a group of 16 year girls as college tryout videos. These girls and their families had spent a lot of hard earned money to travel from Sacramento to Tacoma to participate in this unique opportunity. And now, thanks to the honesty and integrity of your workforce, its all gone. I wish there was some way to just recover the memory card that had the soccer games on it.
Cameras can be replaced but the expense of sending an entire soccer team and now the disappointment that these young ladies and their families must endure cannot. There is absolutely no doubt in my mind that the camera was taken from the trunk of the car in your facility. I also wonder why there are no surveillance cameras in place in that specific location of the garage and how the car ended up in that location without being serviced. Can you honestly say that you believe in your heart that one of your employees is not responsible for the theft?
I made a reservation with National to compare to others and let me say I am not impressed. To start with, I was dropped off at a group of cars that had no sign to show what cars were what (luxury/premium/full size etc.) and most were all dinged up and dirty. After flagging down a lot attendant, he was nice and dug out a better car for me in the rear behind all others, hooray for him, didn't get his name though. The car was hastily washed and was still dirty, the interior smelled of cigarettes. I washed the car on the way home and had the car wash freshen the air.
The girl at the exit booth seemed confused and asked if I even had a reservation. Then she said the card on my profile had expired, I gave her the card on my profile to show it had not but that was not the same card or number, I think she may have had another persons profile on the computer. During the trip someone on the road told me my right rear stop light was not working, being LED lights there was not much I could do, so I drove 9 days with only one stop light.
Are these vehicles inspected before each rental? Apparently not. All this I can live with so far. I return the car today and the greeter asked if I had a return authorization. What? What is that? I said no, and he said a receipt will arrive in my email. I get home and the O'Hare manager sent an email stating "you have dropped a car at our location, can you give me your name and dates of rental". What is this all about? I have never dealt with this kind of disorganization at Hertz.
I sent all of my info to the O'Hare manager and am waiting to hear back. I just checked my National profile and noticed a rental in my profile that I never rented. Somehow, they mixed my reservation with someone else's and charged his credit card for my rental and his. Plus, the receipt sent to me has the wrong vehicle on it. I am still trying to have someone at the joke of a business to return my call and try to talk to a person with higher than a first grade reading level. I am really scared to use National or Alamo again because of this confusion.