National Car Rental Complaint - Absolutely Horrible
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 who 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.