National Car Rental

Yesterday I rented at Nashville and was going to drop off at CLT. This time the upcharge was going to be an additional $19 per day and a drop off fee of $222. After renting the car I thought I would call and confirm there would not be an additional charge. They informed me the drop off charge would be $222 plus a change to my daily rate. So the net result for National was that my three week rental went to a two day rental and revenue of $666+ went to $68. Instead I booked a flight for $140 and a rented car from Avis.

Oh yes and the person on the escalation desk kept purposely trying to talk over me...that was never going to happen! Welcome to the new P&G. We all remember when P&G turned their backs on their customers, would not even change a ti x hi on a pallet for example, for the largest supermarket chain in Canada. Went from one of the most profitable corporations in the world to losing over $1 billion per year and gave rise to generic and no name products. Maybe it's time for a company to begin that just deals with corporate accounts in the auto rental industry.

We were Now stranded with lots of pay ahead reservations for our 10th anniversary trip. I called multiple times and kept either being transferred to their 3rd party roadside assistance or told I would get a call back. Then their 3rd party sent an Uber to drive us to another airport an hour away. They told me they called and a car was waiting for us. Well they had no cars when we got there and were now stranded at the airport. We asked to talk to a manager and were told he was on vacation. The guy from Budget saw how upset we were and rented us his last car. 48 hours later and still no call from National. Thanks for making our 10 Anniversary trip do stressful, costing us uber rides, and almost completely ruining our trip.

While trying to select the vehicle I would be renting, when walking by the luxury vehicles, a female employee approached me with a negative tone of voice, requesting to see my reservation number, I thought this was strange. I cooperated and gave her my phone that had the email with the reservation, I honestly felt discriminated when she informed me that no rental vehicles were available, before even looking at my reservation. My husband was with me and he informed her that we usually pick whichever car is available in the lot and have never experienced an issue before. She walked away and then came back, this time to asking to see my driver’s license, by then I was feeling strange about the situation; again, I have been coming to this location for months, every week and this has never happened before, not only was I questioned in a way that made me feel as if I was doing something wrong, but was approached in a negative way.

She left with my driver’s license and went to the office (I never go inside the office, I was always told by employees that I don't need to go inside the office, I just have to choose the rental vehicle and check out at the exit area). We walked in the office and asked if there was an issue, she replied that she had too many reservations and wanted to make sure she had a rental for me (The lot was full of vehicles, it always is on a Sundays). My husband then asked, if she did not have a vehicle for us? She replied that she did, but she needed to know what rental car we wanted. My husband replied, "My wife was looking to see which car was best fit, when you approached us, she has a business trip where other of her coworkers will be traveling with her, so it’s important that she finds a spacious, comfortable vehicle that will also be fuel efficient."

She asked again, "Okay, what car do you want, because I have all the luxury vehicles rented and I need to check if we have one available for you." My husband responded that the small volvo SUV, she left to "check" if the car was available and while she was gone, we asked the other two young ladies inside the office, what was the problem? They both made a face as if they were confused to why the lady was acting that way towards us, but did not make any comments (By the way, these two young ladies are always very nice and helpful). The lady came back and told us we could take the small SUV.

This was such a horrible experience, even though I did nothing wrong, I felt embarrassed about the whole situation. At the end of the day, I would have taken any of the “available” vehicles, it did not have to be a luxury vehicle, it is just the way that I was treated that I have a problem with. I never complain, but I need to stop letting people mistreat me based on my looks or ethnicity, yes, we did not look our best, it’s Sunday night and it’s cold, I am wearing comfy clothes to pick up a rental vehicle.

I understand that things happen, that maybe she did have the majority of the vehicles reserved. What I don’t understand, is why she approached me the way she did? Seemed personal, as if us looking at the vehicles was what really bothered her. Whatever the reason was, there is always a nice way to ask your customers for information. She could have approached me with a “good evening, is there anything I can help you with? By the way, just so you know, we are running low on vehicle availability, so just to make sure we are able to accommodate your reservation, can you tell me what kind of vehicle are you interested in?” I would have totally understood and not felt attacked. I am picking up my rental on a Sunday night at 10:30 p.m. and I am seeing the lot FULL (40+ vehicles) and I am being told that they don’t have availability? something is not right.

I am a member of the Emerald Club EXECUTIVE ELITE which states that you are always guaranteed a vehicle up to full-size and above, it also states that you receive free upgrades when reserving a midsize rate. Executive Area Access - Choose any car (Full-size and above) in the Executive Area and only pay the midsize rate. If this information is wrong, maybe the website needs to be corrected on the information that is given to their customers to avoid false advertising and issues like the one I encountered tonight. If the website is correct, then maybe this employee needs to learn her company policies and take a discrimination prevention training.

Original Review: The credit card I used to rent a Kia Sedona minivan and pre pay for the gas to be refilled on my return was only used at National Car Rental at the Mexico City airport. The rest of the trip I paid cash for everything. So I know they were the only company that had my credit card info. To find out the same day I returned the car they charged my card to purchase something online at Mac store for $297.67 which went through and tried to charge something for over $1,000 the next day which was blocked but the $297.67 went through so now I'm having to fight it with my credit card so I can get that money back. I never thought National car rental would ever allow something like this to happen. I'm very disappointed and won't ever rent a car with them again. I want a full refund for the car rental.

I was originally unable to create a rewards account in the rental terminal of PHX because, despite adding all my payment information, the both the app and the website continually refused it. Problem is, they never told me it was refused or why -- nothing happened and I couldn't proceed. So I continue on with my rental as-is, thinking I'd be able to add a rewards account to it as I returned the car or just after. The car return was easy but did not give me the opportunity to speak with anyone regarding my rewards account, so I tried to call Customer Service, which is absolutely useless even if you are a rewards member or business traveler. This is where I have made SIX phone calls in the last week, been told something different every time, and never had anything happen afterward.

First contact said they didn't know what was going on but there were no recorded issues, try again later. I asked for a case number or something to reference next time I called, but apparently nothing existed or it was "internal". So fine, I called again a few hours later. Second contact tried to say the same thing as the first, but I had already tried again later -- I needed actual information. He hung up on me, even though I was perfectly pleasant throughout the interaction.

The next morning was contact #3, and they said there WAS work being done with the website, so try again later (remember, I had been trying for about a week on my own to simply open an account). In the end, I had to try opening a rewards account at AVIS simply to have it tell me the card was the problem. Using another card with National (Why???) worked, at which point I was able to create an account, add the card I'd been trying to use, and delete the personal card. What a hassle.

Fast forward a few days, it's now Friday (almost a week since I returned the last rental). Now that I've finally created an account I would like to take the reservation that I had just completed less than a week ago and have it applied to my National Emerald Club account. It's the least they could do for all the hassle right? No, I call and he has to "submit a request to see if it will be approved", even though the only reason I couldn't apply this initially was because of THEIR app. I also needed to add an existing, UPCOMING reservation to my account, which he claims he did, but when I didn't see it populate by Monday I called back. This person told me I needed to contact the travel agent that set up the reservation for me. What...the actual...? Why did the person on Friday tell me it was added then?

All of this experience out of one completed rental, and a second upcoming which I may just decide to switch vendors for. The cars at National are great, the wait for at least the one airport was fantastically non-existent, but don't expect them to care once they have your money.

2. Today, wanted to use my Emerald Card free rental points. Was informed by "Mary" could only rent a Intermediate, through economy cars only. I informed Mary, I have always rented standard SUVs, or larger, because I am a big guy, and I cannot fit in small vehicles. I informed Mary, I am willing to pay the extra $10.00 (Approximately, plus taxes etc.). Mary said can't be done. I have requested someone from National Head Office, contact me tomorrow. Mary stated someone will contact me tomorrow. Let's see if National can accommodate me with this minor issue.

Pete

Later that day I finally received an email from Bryan **, Tri-Brand Station Manager, who said that the code I used to book my rental was no longer valid, but "in the spirit of making it right" he had refunded me $126. Somehow the rate no longer working was my fault, and they were entitled to triple my cost when I drove off the lot??? Furthermore, I was able to use the same code for a subsequent reservation in October. I immediately replied that I was entitled to a refund of $575.75, once again attaching my original confirmation for $290.65. Bryan did not respond for over two days. I sent emails to both National customer service and Bryan letting them know their response was unacceptable and that I would be charging back the amount, filing complaints, and contacting legal services, to which I have not received a response.

The real kicker is that when I returned the car, I accidentally left my Gucci sunglasses on the front seat. I returned to the lot 10 minutes later and watched the car I had just returned drive away. I went to the kiosk and told them I needed my sunglasses back. After about 10 minutes the rep told me that the car had already been cleaned and the glasses were not in there. How unbelievably dishonest. I guess I shouldn't have expected anything more considering how dishonest the entire staff at the Orlando office appear to be.

It's my turn and he proceeds to take my driver's license and credit card, takes fifteen more minutes at least getting everything into the computer then proceeded to tell me he doesn't have anything for me of what I rented. So I'm standing there dumbfounded at the lack of care in this kid and the fact that it's always too good to be true with anything it seems anymore. He tells me he has a minivan and that's it. So I ask to see it first. Meanwhile I'm scouring the lot for something else. ANYTHING ELSE that would work for vacation. I see a Ford Explorer and figure that would work just as well for what we needed.

I come back in and ask the guy if I could just take the explorer instead out there, I don't necessarily need seating for 7, five would be ok. And guess what that rude kid at the counter said? "No, I can't. Sorry there's nothing I can do". "What do you mean no? Why not?" He never gave me an explanation, nothing. Didn't want to talk to me, didn't want to help me. He was rude and I was talking to a wall. I honestly think from his attitude that he was annoyed that I didn't want the van. He was annoyed that I was a woman in my thirties that didn't want a van and was upset about it and he didn't want to deal with it or fix the situation... No I don't want a van, that's not what I booked. Just because I'm a woman doesn't mean I drive minivans and should be happy with it. Jerk.

So I reluctantly took the van. However I called National car company corporate and spoke with a supervisor to try and confirm or deny the line of crap he gave me about why there was nothing else sitting on the lot I could have. (Cars sitting out there that I actually booked that he wouldn't give me)... He told me when they didn't have a car for me, that the reason was because all, ALL OF THE seven passenger SUVs were recalled. All makes and models were recalled.... What the heck.. All makes and models? At the same exact time? All different years too? It made no sense.

So the lady I talked to from national was very nice on the phone. I explained the issue and my question and what I had been told. She told me (I KID YOU NOT) that there was a recall on the MINIVANS in the area that I picked the car up from. So..long story short. They not only had terrible customer service. They lied and then also gave me a recalled vehicle to drive on vacation with my family which I fought in the first place not to have. No one has reached out to me yet, I'v emailed, called, left my number with that woman I spoke with, nothing. So I'm going to keep writing reviews so everyone knows how awful the service was and hopefully will rent with another agency. I have rented many many cars from many different places and nothing compares to this in how terrible it was.

I was very frustrated and told him that I would be leaving a negative review because of my experience. He got upset and said that I was threatening him. I said that I was not threatening him, but rather I was letting him know that this is extremely poor customer service and is unacceptable. He told the employee to cancel my reservation, told me that he would no longer rent a car to me, and then ordered the employee to, "Go back outside and keep cleaning!" I said that I would now be making a formal complaint. He stated it didn't matter because he's the manager.

I said I would go to the district level and he made a comment that it wouldn't matter and then told me to get out of the store. I demanded his business card. He gave it to me and ordered me to leave and said, "Maybe if you were nicer, I would have given you a discount," and then said something else. I turned around and asked him what he said and he said, "Never mind," and then yelled at me to, "Get off of this property!" multiple times. I have never been so traumatized or treated so horrifically at a business in all of my life. Not only should he have, at the very least, sincerely apologized for not having a car for me, if he would not give me a discount as a good will gesture, he should have kept himself in control.

I made a complaint at National's corporate office, and will follow up until I know this has been investigated and handled. I also urge the company to review this location and manager's complaint record and employee turnover, because the abusive way he treated me and his employee was terrible and absolutely unacceptable. I ended up going next door to Budget and was treated well and got a vehicle for a lower price without being subjected to abuse.

After being blown off by a supervisor to return a call for over six hours we call back and are told to wait for the supervisor to call and a long conversation later we are told there are more important calls to be taken and the most they could offer was to be picked up in a tow truck and towed to Portsmouth 2 hours away. They wouldn’t verify if a vehicle our size would be available and told us to call. So we tried and Portsmouth office is closed. So they were going to tow us 2 hours away to leave us over night in a dead vehicle to wait for a car that wouldn’t get us or our belongings where we needed to be. So we are stranded and still waiting over 8 hours for the supervisor to call us back. No compensation or helpful assistance has been offered. Whatever happened to customer service. Do yourself the favor and choose a non affiliated company since even the employees don’t know how to answer the phone for the correct company.