National Car Rental - Worst Customer Service
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 its 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.