National Car Rental

SIX phone calls in the last week, that's how I'll begin this review. I started using National for business travel, and was relatively pleased with my initial experience. The line at the counter was practically non-existent in the Car Rental terminal of PHX while the line for the AVIS counter was a mile long...but now I understand why. The car was also fantastic, but the negative experiences all come in with trying to set up a rewards account and apply my reservations to it. 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.

I have rented from National at Orlando International Airport several times this past year. I have not had an issue until this past week. I booked my reservation with a confirmed total of $290.65. As instructed, I went to the Executive area and selected my vehicle. I checked out as usual and proceeded to my hotel. I was shocked when I checked the receipt to see that I had been charged $866.40—nearly triple the amount I had agreed to! I contacted customer service immediately and they responded a day later, asking for my original confirmation, which I promptly sent. I waited another day for a response, at which point I was told my case was being sent to the Orlando office and that I would be contacted "as soon as they can get the billing fixed." I waited for another SIX days with no word. I again contacted the main customer service group to note that I had not heard from the Orlando office. Later that day I finally received an email from the 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 some 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. He did not respond for over two days. I sent emails to both National customer service and the manager 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. Update: I received notice from the brand manager that they would refund me the appropriate amount, so I'm changing my review from one to three stars. No word on my sunglasses, however...

I'm an executive elite member for national and have been for 4 years now. It is my 1st choice of rental cars when I do travel, which is a lot. I love the counter bypass & the car availability for us elite members. The ability to reserve and then cancel cars free of charge is one of my favorite features of being an executive elite member. As a person who travels a lot, I also cancel a lot of trips as well, so it is very convenient to not be charged when I have to change my travel. The National mobile app is also very helpful. Very easy to book, cancel & edit my reservations right from it.

Although I no longer travel for business, I continue to utilize National whenever possible. I love their Emerald Aisle service. Frequently, because I was an Emerald Club member, I could upgrade to a bigger car without extra cost. The service was quick and effective. Just go out to the lot with your luggage, pick the car you like the best, and drive out after checking in with the attendant. I very rarely had to stand in line. They had attendants with mini-computers check us in during drop off. For a busy traveler, this was time saving and stress reducing! National won me over for life!

I am a very loyal Emerald Club member. National isn’t always the cheapest, but I always have my choice of great vehicles at a reasonable price, and by far the most seamless reservation and pick up/drop off process of any rental car company. When I was in wreck in one of their cars and late for my flight, they worked super fast and helped me get to my flight in time and wrapped up the insurance questions quickly the next day when I had time.

National Car Rental has always given us the lowest prices and the best selection of rental cars. They have speedy checkouts and easy reservation systems. their staff is helpful and friendly. Can't lose with National Car Rental.

Easy to work with. Very flexible with schedules. They have a program where you can prearrange the rental and you can walk right past any counters and get in and drive away without delay.

on a last-minute trip to San Diego we used National Car Rental. they made renting a car quick and easy. the minivan we selected had great gas millage and was comfortable for my family and I .

I love the emerald aisle. I walk out of the terminal, walk up to the car I pick, and drive away. Service and speed are always excellent on return. Good selection of quality cars. I once had a tree fall on my car in a hotel lot. National was easy to deal with.

Their emerald service is excellent, I go directly to the vehicle I want and check out, and very quick return check in.

I have been a long-time National Car Rental customer, but this is my first time at this location. What a disaster. Was given a car with a quarter tank of gas to begin with. When it was returned, there was a mysterious paint scratch on the side (that was likely there when I picked it up). The attendant said no issue, but then the next day I was charged $500 to my CC. No walk through was done prior, so apparently policy is their word against mine. When asked for proof that this was even $500 worth of "damage", no evidence could be provided. Completely different experience than at other locations.

If I could National a ZERO I would. I reserved a car online (Nationalcar.com) for 8 days overseas in Skathos, Greece. we wanted to go to another island so I called before my rental and asked if I could change my rental to 2 days instead. I was told on multiple occasions from National North America that I would receive a refund for the 6 days I did not use. I have been calling for a month and all they keep saying is that they will refer it to their licensee/franchisee who NEVER answers and they cannot do anything until they answer. A TOTAL SCAM!!!! Don't ever rent from National Car overseas. I will advise my company to find a new car rental vendor!!

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. It is sad that your “customer service” is not really service at all. It would have been easy for you to arrange a car for me had you cared about the situation you placed me and my wife in. Your lack of caring, your lake of response to multiple phone calls, and your overall lack of customer service has cost you my business. I am only one person, but I suspect there are many more out there that you have shown the same lack of concern towards. In a service industry, customer service should be the focus of what you do; rather you choose to ignore customers who you have put in bad situations. It is for this reason I happily take my business elsewhere.

I have used National when I travel. I have always used them as a rental at an airport. I alway compare prices on mass car rental sites and use National when they have the best prices of deals on the car that I need. I have always found there cars to be in good shape and quality.

National is a solid company with a great reputation. We have never had any problems with this company. It is a very well-oiled machine." They have well-trained employees.

1. FRAUDULENT Claims of damage 8 days after returning the car in perfect condition 2. Images are not time stamped and could have been from an employee or another customer 3. Representative inspected the car with me at time of drop off with no issues reported 6 weeks after drop off being accused of over $2k worth of damage 4. DO NOT TRUST THIS COMPANY!!

I have had nothing but good experiences with National. Their cars are clean, fully fueled, and don't stink of smoke. I would use them again.

hi my name is Tom, I am giving you a rating o .you charged us $1000 for vehicle damage, which was untrue. A cleaning fee of $250.00. concession recoup fee of $702.06 unbeleivable that this is how you run your bussiness. WE tell everyone we see and tell them to stay away from you

They had good service, the car worked well and the cost was comparable. I would like it more if they picked you up though.

Always easy pick up and return. Clean pick the one you want vehicles. We only rent from National.

Love the choices for cars and the entire process to rent a car is extremely simple.

I like that they have several locations. Yeah great customer service.

Price is a little high, the facility is always clean and organized!