National Car Rental Complaint - Bogus damage on rental car
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 half-heartedly 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.
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