ANYWHERE -- I am an Emerald Card member and rented National many times. Most of my travel was at regular times and I had no issue. In fact enjoyed the free upgrade you receive when you select a type of car. However, most rental companies offer all these services. What makes a company distinguishing in this industry is customer service and able to take care of customer any time or at least be courteous.
I booked a car at Vancouver airport for 1:30am pickup. Website never said anything about not able to pick up that time or when the location is going to be closed. It wasn't mentioned in the reservation receipt either. Flight got delayed and the location was closed. We took a cab to the hotel and I called customer support next day.
The call center service was so poor. I asked her if they can drop off the car at the hotel, as if I go again I would encounter $70 two way to the airport and hotel and that's more than 50% of my rental fee. The woman was so rude and telling me ridiculously that I should have called if I am going to be delayed and there is nothing they can do. I told her if any other location and I am delayed I would have called but it's airport location and delays are expected, how am I supposed to call from the flight when there was half hour delay? They even asked for your flight no. for that purpose to see if they can keep the reservation in case the flight gets delayed.
She lacked any courteousness and ignoring my concern kept asking me if I want to keep the reservation anymore or not. I told her fine but I am not happy with this service. I told her I rented with them many times but what I experienced this time is really bad in a strange city in the middle of the night and may consider discontinuing my membership. She said that is fine.
Then I was getting ready to go to the airport again to pick up and I got a cancellation email. She purposely cancelled my reservation. I thought it could be a mistake, went on to the site and rebooked. Few minutes later she cancelled it again. I just went to the airport to the counter, they said they have no record of who took that call. I ended up going with another car rental service. Will never rent National again.
INGLEWOOD, CALIFORNIA -- Went to return a car with people I know who were from another country on 12/29/11 at approximately 9:00 P.M. They were confused by some of the charges on the receipt. Went to National customer service and was "helped" by **. I explained the situation telling him that they didn't realize they signed up for a lot of extras because of the language barrier. He told me "If you don't speak English, then don't rent a car". I felt that statement was very rude and discriminatory. Why should someone not be able to rent a car in America just because they can't speak fluent English.
After some arguing back and forth he told me "don't be smart with me". After a while the manager came. I told the manager what happened and all I wanted was an apology from ** for the statement he had made. The manager said he understand the situation and he will have a talk with **. The manager then helped us out with a refund. He went to the back for a while and left us with **. My boyfriend who was with me at the time asked ** if he really was not going to apologize and explained all we wanted was for him to admit he shouldn't have said what he said. At that time I told my boyfriend "just let it go, he's not going to apologize".
Right after I said that ** imitated me and said "YEAH JUST LET IT GO" in a high pitched voiced. ** WAS BEYOND RUDE! I called corporate that night but it wouldn't go through so I called again the next morning and filed a complaint. The lady on the line said I would hear back from them in about 10 days. It's been over a month and no one bother to follow up on the complaint. I guess it was just not important to the company how badly their customers were treated. So I write this review to vent a little and to warn anyone who might have relatives coming from another country to go to another car rental company.
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.
SAN JOSé DEL CABO. B.C.S. MéXICO C.P. 23400 -- On the 10th January 2010 we rented a car from National Car Rental in Tijuana Mexico for return to Tijuana on the 27th January. The first problems started on our drive down to Todos Santos when the windshield broke. After several telephone calls, which were not returned, we had agreement to take the rental to the La Paz central depot for exchange. On arriving they wanted to change the screen only and make us wait several hours for the work to be done.
Eventually after much arguing and telephone calls to Tijuana, they gave us an exchange car on the understanding that we take it back to La Paz and pick up the original rental. We were staying 60 miles away from La Paz, but had no option but to agree. 4 days later we returned to La Paz and changed the cars over at our expense. We left Todos on the 24th to return to Tijuana with the car, however over night, a storm took out 4 bridges and parts of the road back, the roads were impassable for 5 days.
We were then in Loreto some 4 hours North of La Paz, we telephoned National explaining that the rental could not be returned by the due date, because of the road conditions, and asked them what they would like us to do. They said to take the car back to La Paz for which we could pay US$741.00 as a one way drop off. After 2 days of arguing we agreed on US$350.00 after first agreeing US$250 which they reneged on. As we had deadlines to meet, with regards our return we had no option but to pay these rip off charges. We thought about just abandoning the car in Loreto and let them sort it out, but being responsible people, returned the car.
We are a British family and regularly book rentals from the National Group in Europe. But National Car Rentals Mexico have to be bottom of the league. Their customer services are non existent, and they do not return telephone calls. This rental for 16 days cost us US$1590.00. Beware of Nation Car Rentals Mexico.
CHARLESTON, WEST VIRGINIA -- I have used National many times in the past to travel long distances across the U.S., each time taking advantage of the unlimited mileage feature and have had great experiences. Enter Charleston, WV. I am not without some blame here as I made a hurried online reservation, and saw a price estimate that was similar to what I have received in the past and went to the airport expecting that price along with unlimited miles.
The National agent "Donny" printed out the rental agreement for me to initial/sign, however the estimate was $300, no unlimited miles. I told "Donny" that I was expecting a price of around $70 with unlimited miles. He said "hmmm, well I am just printing the reservation. Let me take a look." He then printed a new agreement that indicated a price estimate of $70. He said, "here is what you are looking for unlimited miles and $70 dollars." "Perfect, thanks." I did not review the document closely as I was in a hurry, and neither did "Donny."
Upon arrival at my destination, the total cost was up near the $300 range again. I was told to contact the WV office, which I did. They indicated that it was my error and that I had made the wrong reservation. I indicated that I had relied upon "Donny's" indication that I was getting exactly what I was expecting, a $70 price tag and unlimited miles.
The manager went as far as taking off the miles so that the price was $160 but would not go any lower, despite her agent, "Donny's" indications upon which I had relied. She became agitated with me and complained to me about having to work for an hour on this issue. In all, be weary of National Car Rental personnel, make sure that if you use them that you inspect every document carefully and do not rely upon any indications from their agents. Furthermore, DO NOT RENT FROM THE CHARLESTON AIRPORT LOCATION!
I traveled to England from Canada in December of 2006 for my daughter's wedding. I rented a car at London Heathrow with no problems... My problems only began when I returned the car. During my trip, I was involved in a minor accident when someone reversed into me at a traffic light to avoid another vehicle. The driver admitted liability and provided me with all necessary information about his insurance company.
This information was given to the agent when I returned the car and I received a copy of documentation acknowledging this fact. I was advised that I would lose my damage deposit of 550 GBP but that I would be reimbursed as soon as National heard from the third party's insurance company.
To be quite honest, this is bollocks because for nine months I heard nothing. In the past few months I have written to National on two occasions but they are so arrogant that they choose to ignore me. My question to them was "Can you tell me the status of the insurance claim against the third party and when I can expect the return of my damage deposit."
Now when someone ignores you after you have written twice and have obviously hit a nerve, it suggests to me that the other party has something to hide. Do car rental companies get compensation from both my lost damage deposit of 550 GBP AND compensation from a third party insurance company?
I am sick and tired of being shafted in the back by mega-corporations who see a quick way of making extra revenue at my expense. If someone at National would have had the intestinal fortitude to have replied to my two letters I would not be writing this message now.
They are either downright stupid or totally arrogant in operating this damage deposit system. My summary is that I would NEVER rent from NATIONAL again and no matter who I rented from, I would adopt a different approach towards my damage liability. CAVEAT EMPTOR. They suck big time.
LONDON, UK -- I am a US resident living in the UK for a year. I rented a vehicle from National Car Rental at King's Cross in London October 8 for a period of 9 days for a trip to Scotland. After picking up the vehicle my wife and I drove directly to Scotland and arrived at our hotel as it was getting dark. I then noticed that one of the headlights didn't work. It is illegal to drive a vehicle with non-functioning headlights in the UK, so I phoned National Car rental customer service. They were closed at 6:30 pm on a Saturday, and weren't to reopen their help line until Monday morning.
By Monday morning we were at our rental cottage in the wilds of Scotland where we couldn't get cell service. So, I didn't phone back, and didn't do any night driving (wasn't really a problem). I returned the car to London October 15 and upon check-in told them about the headlight. I got a slip from them stating no new damage to the vehicle and they said no worries about the light and halfheartedly apologized for the problem.
The next week I get a letter saying they have charged my credit card for £117 for a 'missing headlight'. I called customer service for an explanation, faxed them the no damage statement I got, and they said they will investigate and get back to me in 7 days. I told my credit card company I am going to dispute the charge if it doesn't get resolved. 10 days go by with no response so I call again... They will investigate and call me back the next day I am assured. 14 days the same response.
On the 15th day I call again and they tell me they have had no response from the manager of the branch, and finally agree to refund my card. Overall a complete runaround and poor customer service from National Car Rental in the UK.
SHREVEPORT, LOUISIANA -- I have been renting from National Car Rental for 2 years with no problems or complaints until now. I've never really paid attention to my final receipts because I always thought the totals would be the same as the final receipt I receive when the car is returned. After going over charges on my credit card statements I noticed that on my last 2 rentals I was charged an additional 13.98, which the company explained to me were for adding 2 additional gallons of gas at 6.99 a gallon.
Outraged, I first contacted the company by email, which in turn told me I needed to contact the Shreveport, Louisiana Airport location. Even after speaking to the Manager I got nowhere fast, according to the explanation I was given: just because the pump clicks and no additional gas is allowed into the tank does not mean the car is full even if the hand reads FULL. What??? So, apparently even if you try to force additional gas into the tank and it spills out all over the ground according to the Manager it does not indicate the tank is full again if inside the hand is clearly on or above F...
This is the most absurd thing I have ever heard. The Manager refused to reimburse me or even accept my gas receipts from the station located less than 1 block away from the drop-off location. Basically, it was my word against the serviceman who inspects the car after it's returned and measures total gallons with a gas gauge. Needless to say I am upset especially since I've been a customer for 2 years and also an Emerald Club member, to think, the hundreds of dollars I've invested into this company and they refuse to reimburse me for $27!!!