National Car Rental

I have had Executive status with National for many years but did not realize I missed the target to hit Executive again last year. The marketing emails I continue to receive from National still state I have Exec status. I chose a car from the Executive aisle, drove out, and received a $312 charge from National for a one-day rental! When I called to understand what happened, National said "sorry, it is on you to know what your status is". Being able to choose whichever car you want seems great but watch out, if you happen to make a mistake (after being misled by National as to what your status is), they will gladly hit you with an exorbitant charge and tell you "tough luck" when you call to explain your case.

Upon returning the car to Phoenix Sky Harbor International Airport National Car Rental returns and jumping on the Airport bus to catch our flight, my wife realized that she had left her coat in the rental car. When we arrived at the airport, 10 minutes later she contacted the National Car Rental lost and found and created a lost return number with National which they require if you want to converse with them.

Updated on 03/25/2019: Someone responded to my initial Google review (January 2019) with the exact information and when I sent my detailed complaint to that email, I was advised that the email was for National Alamo US airport issues only. I have forwarded the detailed email to the Canadian counterpart TWICE. I have yet to receive a response and it’s been two months now. This response will be my next posting on Consumer Affairs.

I am a senior citizen who returned a rental van after a few hours of use. The attendant/manager did a quick visual inspection of the van and then we went to the office to complete the transaction and payment. He rose from his chair and said he wanted to check something else. I sat in the chair while he went outside... My mistake. He returned and said there was minor bumper damage and I followed him to investigate. He had rubbed dirt off the bumper and pointed to a roughly 3 inch by one half inch by one quarter inch deep depression on the left rear bumper. I was shocked... I insisted that there was no easy this could have happened. He said he disliked disputes of this nature. He said he would call his home office and get advice.

Let me start by saying, I'm an Executive Elite member, I travel a lot for work and am (well, used to be) a very loyal National customer. Not anymore... When I arrived, they greeted me like normal, very friendly, offered water and pointed me in the right direction. The trouble started when I was trying to check out. I recently moved states, and to get my new drivers license they invalidated my old license and provided me paperwork for the new license. (Standard practice in all states) I was to carry both with me. Which had never been a problem before, in fact, I had rented from National (not this location) 5 times since getting my temporary license.

I have booked a car from CABO SAN LUCAS DOWNTOWN for today. Our concierge called them yesterday and they agreed to deliver the car to our hotel at 11 AM this morning. When they didn't show up, our concierge called them and they just said they don't have any car available!!! I called them myself and they told me the same thing. They didn't even bother to call us to let us know that they are not bringing any car and they didn't offer anything for ruining our vacation!!!

I have used National for the convince and many locations at airports for travel over a year and it only takes one bad experience to ruin a reputation. I lost a jacket of significant value in the BNA Airport and contacted National within 20 minutes to let them know. After being assure it would be in the lost and found within a day or two. I went ahead as I was already through security and didn't want to miss my flight. Now a week later and several attempts to get updates I'm being told that the car is gone and no reports of this missing.

I went online on National Car's Canada website and inquired about renting a car from National Car Rental in North Vancouver, BC. It was for one day and the cost was around $40 for returning it at the same location. I checked to see how much it would cost to return it at the airport instead and it was around $50 more. I went to the location and decided to rent it for one day and return it to the same location.

I was in dire need of a car rental. Went to National on 11/24/18 at BWI airport. Rented a standard size SUV on 11/24 at 8:41 pm. Returned the vehicle at Harrisburg International Airport on 11/25/18 at 11:44 am. THEY CHARGED ME $315.34!!! For less than 24 hours. This vehicle was driven from Baltimore, MD to Harrisburg, PA. I do recommend Hertz. They have been very positive to work with.

I rented a car at the National Great Falls location, in July 2018. I have yet to have heard a reply as if the following is a good example of how you want your customers treated: I rented a car from National, for business. I paid for the complete insurances, as the car rental agent told me that my American Express would not cover for every event I might encounter. I was told I was covered for everything if I paid for the insurances via J.E Car Rental. Well, I lost the keys.

Rented a car from National and left my Surface Pro in the back of the car. A lady there confirmed she had it and what was in the laptop bag... After 37 phone calls over a period of 4 days trying to get a tracking number and no one ever getting back to me my laptop arrived... still with no communication from anyone... Opened the box and my laptop is shattered as if a car drove over it, as well as the laptop bag damaged and the hard drive and remote. I phoned customer service to tell them what had happened and they told me it was not them that did it must have happened in transit which is not possible as the box is not damaged and the laptop was in bubble wrap and it does not explain the tears in the laptop bag... I have never written a review on a company in my life this is my experience with National. Again they refuse to help at all.

I arrived at DFW on 10/26/18 around 6:40 pm on a business trip. I processed to pick up my rental, I advised the agent my driver's license is laminated because it was cracked. The agent said NO, I advised her I can take it out but I don’t want any more damage to happen. I took it out and as I said it cracked more, she then said, "NO. We can’t take it." I asked for a manager after 10 minutes she said yes. No apology or anything rude customer service reps. I have advise my company of this issue so going forward we will not use National Car Rental again...

Recently rented a car from National at Halifax airport. There was a long and complicated problem preventing my rental (from previous rental in Hamilton Ontario with Enterprise). The staff in Halifax were patient courteous and professional. Thanks so much for making my day better.

I'm so discouraged after reading these. I've been renting through National for quite a while. I basically rent every week for work. Last week I left a portable charger and Bluetooth headphones in the back seat. I'm 150% positive I left them there. And I do understand that it's my responsibility - I do take ownership of the fact that I left expensive items in the car. I called National as soon as I got to my next destination (I didn't realize until I was on the plane), I filled out the lost items form and when I arrived back Sunday to rent my next car I spoke with a Manager about it who said they'd check the lost and found that week and get back to me.

One-day business trip, Vancouver Airport Rental Agreement (RA) made for one day on June 12, 2018. I signed with the clerk the RA and got the car. I returned the car on the same day and I have been charged $84.61 for one day trip. One week later, I checked my credit card statement and I saw the charge of $84.61. From this point, I closed this chapter thinking everything is good.

My husband and I would like to know why no one has called us back regarding our complaint. We have called four times and were told that they would be Escalating our complaints as they were serious and would have someone with authority contact us. We have heard from nobody. Is this how you treat executive members who have been loyal? I really don’t want to go into detail about what happened again but the short end of it we upgraded to a car. Negotiations over the price were made and confirmed. We were given the keys and our luggage was in the car. We were driving away when suddenly stopped at the gate and kicked out of the car by the manager on duty. This is a severe complaint and if someone needs to contact us. This complaint will not just go away. Please contact me.

It is with dismay that I must take my business elsewhere. I made a recent rental in Erie, Pennsylvania only to arrive on an American Airline flight to find no car. I had made the reservation two months earlier. When I called the “Customer Support” number I was told, “Sorry there is nothing we can do for you.” When I asked to speak to a supervisor I received the same response. I rent over 40 days a year with National and you could care less that you stranded me and my wife at the airport. I walked to the Avis counter and found myself a car, and while I was there signed up for their preferred program, and will take all of my business to them.

I was headed to Napa with my boyfriend for our first trip together. We rented a car from National and even upgraded to the Mustang convertible. When we returned the car, we accidentally left a bag in the back seat with 2 hats and a book. As soon as we boarded the AirTrain, we realized we left it in the car... rushed back to center within 15 minutes. They said I had to talk to admin who could not "locate" the car!!! An hour later, we had no choice but to leave to board our flight. Filed a report, called back the next day and it's gone!!! Officially gone within minutes!!! Basically STOLEN... Thanks National... so much for being an Emerald Club member. Way to value your customers! Bravo...

My fiancee prepaid for my rental car. When I picked it up at Ontario Airport I had to provide a card in my name since she was not there at the time of pick up. I asked if I would be charge and the customer service representative told me "No, the balance is $0, your card is needed in case of any damages or if the car is returned with less than a full tank of gas." Six days after I returned the car I was charged for the rental. After speaking with a customer service agent at Ontario Airport who verified my fiancee's card was on the account I was told that a manager would contact me. When the manager contacted me I was told that my fiancee's card was removed from the account. They told me I would not receive a refund because the account was closed. I had been a loyal customer for years. It is nice to know they value money over their customers.

The experience I had with this rental car company was awful. You can book a reservation but when you go to pick up your car you must have a major credit card which you are not told that when booking the reservation. I was going to a family reunion and when I went to the location to pick up the vehicle in West Palm Beach, Florida, I wanted to use my debit card which they wouldn’t accept and I was not told that information when making the reservation. I was very upset and had to go to another car rental place which put me behind by about 3 hours. I will never recommend National Car Rental to anybody ever...

My wife and I rented a car 1 year ago. We were charged for damage to the vehicle that we did not do. I have written letters and emails, sent numerous pictures and still have gotten no answer for why they charged us for damage. I posted a review previously and was contacted via email that a member of the Risk Management team would be contacting me. Several months have passed and no contact as of yet. I have never in my life experienced run around like this. Very frustrating!

The website stated you must present proof of a round trip for them to accept a debit card. They accepted the debit card for payment at the time of rental but would not let me rent the car when I showed up at the airport. The round trip proof they said had to be shown before they would honor the paid for reservation, Priceline charged me 42 dollars to cancel the reservation which National would not fill. I will never use either of these companies again because of the “Oh well, it’s your fault and problem” attitude.

I rented a car on Jan 17, 2018, and returned on Jan 19, 2018. I received a damage claim email from National on Mar 07, 2018. It just says balance due $1074.75 but there is no information about the damage which they are claiming. I did not do any damage and no damage reported to me when I returned the car. Almost 46 days later, they just sent an email by saying your balance due $1074.75. Readers, please share your experiences, it will help others.

I just received a bill from National - THREE months after I rented a vehicle for four days in Kalispell Montana. The bill was for $983.90 for a LESS THAN 1/2" chip in the windshield. I was not notified of this nor was I contacted to discuss this "CLAIM" and how it was to be handled. They included an invoice from Safelite auto glass for $874.90 - when I obtained a quote for cash from Safelite - it was for $310.00. National then added their own "fees" to this as well. Everything about this screams scam and ripoff.

This was my first time renting a car (I had just turned 25 the day of the rental) and it was a breeze. I'm a grad student so money is tight and the price of renting a car for 4-5 days was only 128 dollars. There was no down payment and I only had to fill the gas tank before I returned the car. The car was a new Nissan Altima and in perfect condition. It was a great first experience and I highly recommend this company.

I was in Orlando for a funeral. My flight back out of Orlando was significantly delayed and I returned my car to the garage 2 hours, almost exactly later than I originally agreed. They charged me an entire day extra for about 3 minutes. An entire day. I called customer service and they were entirely unsympathetic. What a shame. The service beforehand was great, but I guess they will get you any way they possibly can. If you rent, make sure you give yourself enough time to ensure you don't have to pay for a car for a day that you didn't drive it. I have another rental with them coming up and I'm not sure I'll keep it.

We left an iPhone 6 Plus and a new pair of Maui Jim sunglasses in our rental on return. We called within 30 min. after turning the car in. They were gone. Whoever cleaned the car really cleaned the car and stole our things. Not cool. Won’t use this company again.

I planned a trip for spring break. I made a reservation on a Sunday to take my family out for vacation the next day. I had gotten the vehicle reserved with the confirmation number, but when I went the next day to pick up the vehicle I was told they overbooked and there were no vehicles available. Then what the hell is a reservation for? Just ruined my family's vacation!

BEWARE! I was stuck in a snowstorm in Duluth, Minnesota. We received word that our flight to Minneapolis had been cancelled. Having to make a split decision to drive through the snow to Minneapolis to try and catch our connecting flight in Minneapolis, I called National to tell them we would be returning the car because of the problems with the flights to Minneapolis (2 hours away). They had no mercy on me and charge me $300 for the change. I expected a penalty but not 447% of the daily rental price. And of course had I made a regular reservation of the same journey, it would not have been $300.00. I called and emailed National but they did not care that this was the largest storm in the area since 2014 nor did they care about my situation. So beware... They are all about the money and do not care about the customer!!!

I recently rented a car in San Antonio on Dec 29th, I dropped it off in Austin (returned it). The Austin location didn't process the return properly and I was charged an extra week for the rental. I have called numerous numbers, departments and although they are all very pleasant - they are trained to come across as helpful - they did not rectify the situation... So due to their inept processing, their mistake, my rental currently sits on my credit card at $1,001.00. Amazing, and I rent 75ish cars a year at least from this company all over North America. I can't imagine how they treat others that aren't as frequent a renter. Avis Here I come... Very disappointed in National Run Around and Terribly inefficient Customer Service... They just blow smoke and sugar coat, I will take my business elsewhere.