National Car Rental Complaint - Notified of rental car damage 11 months after return
I rented a vehicle from National at LAX in August 2009, and in July 2010 I received a call from a collection agency to collect for damage to the vehicle. This was the first I had ever heard of any damage, and I do not recall any damage on the vehicle. The agency promptly sent the supporting documentation and photos. Since it had been almost a year I could not recall if I talked to anybody at rental about the damage to note it, and I no longer had my receipt/rental agreement. National claims they tried to contact me via mail, but they were sending the correspondence to an old address. They said it was my responsibility to update my address information as an Emerald Club member. I had moved a year prior and had updated my driver license, but driver license and address are on separate pages therefore I forgot to update address at the same time. My mistake, BUT their website design is seriously flawed in design and function not to prompt for this AND their attempts to try and locate me regardless are a result of laziness or stupidity. I mean as an Emerald Club member they had my email address to send a message they were trying to reach me, and in addition I updated my address a few months ago in my profile but obviously their system and process sucks and they did not try to reach me again before giving the claim to the collection agency. They could have had this handled 11 months ago, but instead they handed it off to a collection agency and now have an upset frequent renter. No longer will I rent a car from National, Alamo or Enterprise (they are all owned by Enterprise).