National Car Rental customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from National Car Rental.

Aug

Posted by Not a happy renter National!

on 8/11/22 at 5:41PM

I have been using National Car Rental on multiple occasions. Had a very unpleasant encounter with National Care Rental when I rented a car at LGA on Fri 7/8/22. I provided the operator with all the necessary documentations for my son to pick up the car at LGA for his rental as he is on active duty and was coming back from training. We pick National because it opens til midnight per my conversation with the agent. When his flight landed, he went to the National Counter where they refused to rent him the car as he was under 21, although their policy stated active duty service are allowed to rent if they are 19 or older. The person at the counter said the manager had left at 11 PM and refused to call the manager, although the counter opens to midnight. My son was stranded in NYC at 11:30 pm, and had to Uber back to West Point for the evening. I can't believe they would leave a stranded active duty near midnight in NYC because of their counter person who is not familiar with THEIR OWN policy. I have called National 6 times, spending more than 120 minutes, only to get false promise and apologies that they should have rented my son the car as agreed upon. I am seeking re-imbursements for his Uber receipts, none of which would be needed if they had been aware of their OWN company's policy. Unacceptable. I will complain to Costco also as I got their car through Costco. I am waiting for National to call me back.

Aug

Posted by Barnabas

on 8/3/17 at 5:37AM

To Whom This Letter Might Concern,

This complaint is directed towards Ms.Kayna at the National Rental Car desk at Savannah Hilton Head Airport.
My name is Pastor Rick and I say my title because at no time did I get irate or disrespectful at Ms. Kayna and she called security on me last night. I was appalled and very disappointed in her actions last night. Let us start from the beginning; one of my Church Members had a reservation to be picked up on July 28th, 2017 at 10:00pm.

Well she and my wife went to pick the car up and they did. They picked up an impala for their trip on July 29th, 2017. After she left the airport she called and stated she was at the light and the car was cutting off. Every time all the way to her house she came to a stop the impala was shutting off.

I told her that should not be happening. I told her I would call national and inform them on what was happening and I talked with a gentleman I believe his name was Patrick I cant really remember because it was about 12:20 am in the morning and our member for assistance awakened me. Anyway Mr. Patrick said to bring the car back in and so I relayed the message to her and got up out of my bed and told her I would meet her at the airport to give her some assistance.

When we got there and got on line there was only 1 person at the desk of Ms. Kayna. Then two other customers came on the other side of the national line. There was a gentleman from another desk come over to help I guess the corporate customers that were in line.

See I am a corporate customer but our member who rented the car was not. So I do know the corporate customer service rules. As the man who came over to service the other two customers I stated that we were in line first and Ms. Kayna stated she would help us and to proceed helping the other two customers.

When He finished helping the two customers he went back to his other desk. This was completely not fair! We received a car that was not safe to drive, went all the way home turned around and bought the car back to national and then had to wait last for our issue to be resolved. So when Ms.

Kayna finished with her customer I told her that was very unfair and we should have had priority. She then told me very rudely to move back and I told her no because I was there to assist our member to make sure she got a better service this time. At no time was I yelling, loud, disrespectful or irate. I was disappointed when she told me to move back like I was attacking her.

She went to the phone and called security for what reason you would have to ask her that. When she came back from calling security she said she would not assist our member until I moved. So I moved back at that time because I did not want to hold up the line for there were people behind us waiting to be seen. When airport security came I raised my hand to identify that I was the one who Kayna called security on.

They pulled me to the side and asked me what was going on. After explaining they just asked me to wait until my member got her keys to the new car and then they walked me out the terminal to join my member. I have worked for Hertz rental car service for 2 years right there in the savannah airport. I have also worked for Delta Airlines right there in Savannah Airport.

As a Corporate user for hertz I know the benefits of being a corporate customer. I want to say that Ms. Kayna was the worst customer service agent I have ever had to work with. She was very rude and called security for no reason because there was never bad language, hostility, or an attack on her at any time.

She just did this from the meanness of her heart. She looked very tired up there and the time was about 12:30 or 12:45am. She looked like she was on some sort of medication or something because she was very high looking. In my opinion she should be written up and counseled and given better customer service training.

Her skills were below satisfactory and this was only a 1 off condition. I travel allot for church conferences and never ever had a national situation such as this. I pray that a supervisor would address this situation and repair the damage that was caused here.
By the way our church paid for the trip the young church member was going on.

We also paid for the rental car. We also are responsible for the kids that will be riding in that rental car vehicle so I had every right to be up there with our church member and we should have had priority since we went all the way home and had to turn around to bring the faulty car back for replacement. Kayna had a attitude before we even approached the counter. Her attitude needs to be put into check because if she doesnt like her job there at national it definitely shows.

If she doesnt like her job just move on and get something that better fits her. She finally gave us a car that was serviceable and Airport Security finally walked me out to join my member. I have worked with customers all my life and I counsel church members and people within our savannah community all the time as being a Pastor this is part of my job. Do I want her to loose her job the answer is no.

What I would suggest is that her attitude is adjusted and she be given more training and the most important of all her never calling security on someone unless there is a serious threat of some sort against her.. There was no threat but when at a low tone I told her it was not fair that the other two people was helped after what we had just went through was not acceptablethen that triggered the security call which was not very professional neither was it proper to do. This 1 off condition will not change my commitment to national over my 35 years of using national. It just puts a bad taste in my memory bank right now from last night.

I will pray for Kayna and I already forgave her for her actions last night. You never know what a person is going through in their lifetime but I can tell you from experience in my profession she needs some sort of counseling. She was not fully there last night just looking at her. I would suggest an Anger Management Class for starters.

Luke 6:31 Treat others the same way you want them to treat you.

James 1:19-20 This you know, my beloved brethren But everyone must be quick to hear, slow to speak and slow to anger; for the anger of man or woman does not achieve the righteousness of God.

Barnabas
Reason of review: Poor customer service.

Preferred solution: The Custom Representative to receive anger management and costumer service training..

I didn't like: Customer service representative she was out of control, First car we rented kept cutting off at every stop light, Security was called on me for no good reason, Representative looked very tired and not coherent.

Sep

Posted by Anonymous

on 9/7/16 at 2:06PM

Just got home from our vacation in ft.lauderdale,wanted to compliment your staff. As soon as we arrived your employee named Estange was very pleasant and very helpful with our questions. He seems like a happy employee and that mood transmitted to us. I wish I had the name of the other employees that helped us when we left and returned, everyone was great. Thanks, will obviously use your company over and over again as we have in the past

May

Posted by Ken

on 5/10/16 at 1:26PM

Rented a car a the Tampa Airport. Tried 4 different vehicles until I found one that was sufficient. Unfortunately left a sports coat with my wallet in one of the vehicles. Noticed it an hour later. Called the Tampa location and they have not recovered the jacket - even a day later. Hard to believe that they have employees who would steal someone else's belongings. I am an Emerald Isle customer. I would have thought better of them. Maybe camera surveillance would identify the theft?

Apr

Posted by Veneise

on 4/18/16 at 1:44PM

Hi. I've been meaning to do this but I have been so busy that I haven't had a chance to just sit down and do it. Listen there at the fnt national desk you guys have a very nasty ass lady there and I don't appreciate the way I was talked to as a customer. I was coming to lansing to much grandfather's funeral and I was already upset but once I got my car I was in tears on the way to lansing because of the way I was talked to like I was a criminal or something. Prior to my grandfather passing the same weekend I was planning a trip there anyway and I had reserved several cars looking for the best rate and didn't cancel so she gonna say well which one do you want you have a million here?! I told her lady look my grandfather has passed away and I am here for the funeral and I don't need your humor not today. She goes on to say well I guess you planned his death huh because these reservation were made in feb. I'm will say had I been the person that I use to be in would have gone across that counter and whooped her ass for making a remark to me of that nature. That was not professional to me and I'd she didn't want to be there that day well hell call me like everyone else does. I just didn't appreciate that not at all.I am a paying customers, I don't disrespect anyone so I didn't deserve that. I don't know what it is that can be done but I ask the customer will be someone else about this because I'm sure I will not hear from you again.

Mar

Posted by Richard E Hanner

on 3/12/16 at 8:16AM

At approximately 7AM 3/12/16, I called National to submit a request for an email of my receipt for my rental from March 6 through March 10. The staff at the Hobby Airport at Houston was unable to provide ma a receipt, and said it would be emailed. It was not emailed. So I called about 9AM on 3/12/16, and got a person on the phone that did not follow through with my request for the email that I never received. Not only did I not get the email, this person could not understand English or communicate properly. She said it would take 45 minutes for the email to come through. I waited 3 hours, and then called Customer service again, and got a person who was helpful, could speak and understand English, and delivered the email promptly, within 1 minute. Why did the first person at 7AM say 45 minutes? And why did the email not follow through? I see this as 2 failures on the part of National. We have a corporate agreement, and expect much better. Your company should deliver receipts at the time of rental return, and customer service should provide people who speak English and can follow through with simple requests. What has happened to National?

Mar

Posted by Anonymous

on 3/8/16 at 11:17AM

I am an Executive Elite member. I have not had any issues with National except of late having to rent from another agency because National is sold out. This happened twice last year. I can live with that. This year is now 5 times and we haven't even completed 3 months of the year. I called the number on my Executive card and was transferred to a supervisor. She must have thought she was on the opposite side of the curtain in a confessional. She was useless. Now I will get my rental car from Thrifty this evening in Albuquerque, and my National car in Austin Thursday. I will also join the Hertz Gold membership and get another agency as bake up that is not part of National - Enterprise - Alamo group. I expected better. Once established with another agency, I will mail you my executive card

Jan

Posted by Anonymous

on 1/21/16 at 8:06PM

The Detroit national shuttle service is absolutely horrible I will switch companies because I get tired of watching how well the other rental companies shuttles keep up at a 3:1 ratio over nationals shuttles

Oct

Posted by Anonymous

on 10/23/15 at 12:31PM

Went to the website to rent a car in San Jose Del Cabo. Price was $249.97. Clicked to confirm reservation and it kicked me off. Went back to site price went up to $347.00. Called National they said oops sorry. Asked for manager she said she couldn't do anything. Said I probably had an internet problem. She quoted $366.00 worse then their site. Called Thrifty, larger car $220.00. I've used National in the past, will not again. I will pay more with another company rather then use National again. Customer service stinks!

Aug

Posted by websurfer058

on 8/29/15 at 3:04PM

This is a MAJOR COMPLAINT regarding the TULSA OK Airport location.

I rented a FULL-SIZE PREMIUM car online at Priceline.com for 7/10/15 thru 7/19/15. Note: We needed a full-size car as my husband's back does not bend well getting in and out of a car so we had to have a larger door height to make it easier for him. Also, he is handicap and uses a cane. We are in our 60's.

We arrived at the Tulsa airport on time. After retrieving our bags, we followed the Car Rental signs to the other end of the terminal. NO ONE was at the inside' National Reservation Counter (even though we had a reservation and they knew we were coming!). (Enterprise's employees were there, but they would not help us even though both companies are under the same parent company.) Enterprise told us to go down the elevator and that the National Counter was in the parking area just to the left' of the elevator. WRONG! National was way back across the parking lot (just below the baggage floor from where we started!). It was over 100 degrees that day with no breeze. We were first in line.

I explained to the National employee that we were there to pick up our rental car and tried to give him the confirmation printout. The employee gave me a quizzical look. Then started asking questions: when did you make the reservation, what type of car, how long, etc. I told him the answers and pushed the confirmation through the window (into his air conditioned area!) so he could see it. He looked at it and said (no kidding), oh, you booked through priceline.' Well, yes we did. I asked if there was a problem with that and he said no. He looked at his available cars and said, all we have is a VW Beetle.' HE WAS SERIOUS! I said that was unacceptable and explained why. (By this time a line is starting to form behind us.) He kept searching through his papers while National's customers stood in 100 degree heat. He finally called someone on the phone and explained that we were standing there and had a reservation for a full-size car. There was some conversation back and forth and then I heard him say, they booked through priceline (pause) '¦..yes.' He got off the phone and said, the only cars we have are the VW Beetle or the Infiniti Q50 (which National says is full-size, but all Auto Websites (including Infiniti's) indicate it is a medium size car. By this time, we had been standing in the heat for over 45 minutes. I said ok to the Infiniti and we started towards the car. At first, the employee did not give me any documents to show that I rented the car (he jokingly said just don't let a cop pull you over!') nor was he going to do a walk-around' to note any defects on the car. I insisted he do both (which was good because the roof trim was halfway off).

I have to say this was the WORST experience I've ever had in renting a car. We travel a lot and rent cars in most places. We will NEVER rent from National again. It is extremely POOR CUSTOMER SERVICE to make customers STAND IN THE HEAT when there's a perfectly good counter inside the air-conditioned building. I felt like this car rental was some sort of scam '“ like a BAIT & SWITCH' - as it was obvious that my renting the car through priceline.com (lower price than other websites) was the reason they would not give me the car I specifically rented.

If National doesn't want to abide by Car Rental Contracts set up by priceline.com, then they should remove their name from Priceline's list of companies.

Aug

Posted by Don't know

on 8/22/15 at 3:35PM

I rented a van in Billings, MT, ending July 29. They did not have a suburban, which i had reserved, so I settled for a van. We used the van and it went well. However, 4 of us trout fishermen sat on the rear bumper with the tailgate up. We got black stuff on our waders from the seal around the hatch which we transferred to the seats of the car. I returned the car July 29 and received an email receipt. earlier this week I received my Discover card bill and noticed a $312 charge for cleaning. I called the Emerald club number on 8/19 and 8/20 and was told both times that a manager would call me back. Nothing has happened. I don't mind the cleaning charge, tho it seems excessive. I DO mind not being notified by you prior to seeing it on my bill and not being called back. If I had known this was a problem with your vans, I would have waited the 60-90 minutes for a suburban to become available. We rent a car in Billings every July for the last 9 years and this has not happened. Please call me to discuss it. Keith Apelgren

Jul

Posted by James ratliff

on 7/27/15 at 7:19PM

I just wanted to commend Mr.Joe Sanchez the station manager at the Flagstaff,Arizona airport.Joe went above and beyond the call of duty to find my glasses after I left them in a rental car.I called him the next day from my home in Indianapolis after I discovered they were missing and even though he was very busy at the time he told me he would start working on the problem as soon as he could.A few hours later he called and said that he had tracked them down and he would send them to me on that same day.I just received them today. Joe is very professional and even before this event he was very friendly in helping plan our driving vacation.Joe does a great service to your company.

Jul

Posted by james ratliff

on 7/27/15 at 12:18PM

Last week I rented a car from your counter in Flagstaff Arizona and had the pleasure in working with Mr. Joe Sanchez. Upon returning from our vacation I spoke with Joe once again and told him how much we enjoyed the car and was looking forward to renting from him again next tear..He is just a wonderful person to work with.Upon returning to our home in Indianapolis early the next morning I discovered that I had left my glasses in the glove box and needed them desperately.I called Joe in Flagstaff early the next morning and he was very busy but after telling him that I had lost my glasses he said that he would begin the search as soon as possible.The car had already been rented out but he said he would do his best in searching for them.Joe then returned my call a few hours later and said that he had tracked them down and would send them out right away and I did receive them today.Again,I just wanted to let you know what a true professional I think Joe is and how he went so far out of way to help me. Sincerely,James Ratliff

Mar

Posted by Anonymous

on 3/24/15 at 4:43PM

Melanie Bolster @ your Victoria Int Airport location is simple the best. She is always professional, pleasant and very efficient. Everytime I fly into Victoria, she makes my trip "worry free." It's nice to know that no matter how crazy my travel go - there is never a problem when we arrive. Linda Novotny; Los Gatos, California

Feb

Posted by Anonymous

on 2/24/15 at 8:53AM

Try getting a human to answer your call at the DFW national counter. The site claims to be open 24 hrs - I left an article in the car .... trying to get a status was impossible - any time a HUMAN answered my call (Hopefully customer service) they insisted On transfering me to the DFW location. Customer Service is clueless & not helpfull - When I asked to speak to a supervisor my call was disconnected.

Its been 36 hrs & I am still waiting to hear back from someone who can help. I went through the whole process of filling the Lost & found claim on their on-line website - & Nothing.

Been an EMerald Executive member for years - Seriously considering changing. .

Feb

Posted by Anonymous

on 2/17/15 at 8:54AM

On my two recent trips to Ft Myers airport your Station Manager Dave Martin went out of his way to satisfy my rental car needs. He and the rest of his crew were very helpful.

I have been a loyal National executive member for many years, and because of representative like Dave and the rest of the employees at RSW, I plan to continue to be.

Feb

Posted by Anonymous

on 2/11/15 at 6:25AM

I travel extensively, as an emerald executive elite member I have used National because of the personal customer service. Erwin(sp) at your New Orleans airport location has ALWAYS gone the extra mile to make my travels much nicer. The folks at Chicago Ohare have also been outstanding.
The worst customer service I have ever received was at my home town of Rochester NY. The Manager was excellent, however the counter people are rude deceitful and unaccommodating. With my hectic schedule the last thing I need is to get the run around at my car rental.

Jan

Posted by Anonymous

on 1/27/15 at 4:03PM

I had a rental car from Bradley airport in CT from 1/19/15-1/23/15. The car did not have a snow brush, scraper or windshield fluid. Needless to say I had some nasty weather all week and was very unhappy with not having these items and it made my driving very problematic as I was in the mountains. I expect no less than a free rental day for this. I have been an executive member for many years. Please reply to me on this issue

Dec

Posted by Anonymous

on 12/7/14 at 9:19PM

We picked up a rental in Nashville. What a crazy nightmare at exit. Agent does not know what she is doing. Blamed issues on booking agent. Very Unprofessional person in all respects. Are you sure that is the best you can do? Sad.

Oct

Posted by Anonymous

on 10/18/14 at 5:26AM

Hi
WE rented a car at Ft Lauderdale airport Sep 20.
926926240
I want to compliment the representative who helped us. Melissa was very competent and got us the car we wanted. She was also very kind person and has great people skills.
I ope ylou can give her a raise.
Thanks
Dave Opaotow

Jul

Posted by Scott

on 7/28/14 at 1:35PM

Hey There Big Wigs,

I had the occasion to rent a car while delivering a boat to Oriental NC, being a one way trip I needed a car back to Florida. I talked to the locals before I sailed and found out from them that no one in the area rented cars one way. I called around and found a Enterprize location in New Bern. I called ahead and spoke to "Pearl" she acted like it was no big deal and set me up.... even a friend who lived in Oriental was amazed since he has to travel a distance to rent a car. Well Pearl set me up, the car was clean, ready, and just right. The price was fair and it was a very pleasnt experience. When I turned the car in to Palm Coast at the local airport the location was closed, I dropped the keys in the box and forms and picked up my personal car and came home. I was charged for 2 days rental when I did not have the car for more than 9 hours, so I called Pearl, she was delightful, fixed the mistake credited my card and went out of her way to make things right. About 2 months later I again had to rent a car, 4th of july Tuscaloosa Alabama and "George" the manager at that location.... George seriously needs a life lesson in customer service, george canceled my first reservation and I got a call saying he could not rent a car to me , no other explination. I called .... you guessed it "Pearl" and asked her the particulars. She advised me to try the store manager than the area manager, George was the store manager and when asked he would not provide the area managers contact information. So I again reserved a car on line, george called back again and we went round and when I kept asking for the area managers info he finally relented and set me up. When I went to pick up the car George was smart mouthed, charged me a 300 deposit? and then prceeded to talk to other employees about me infront of me.... Really! He kept telling the others "yep thats them , right there" Is taht something you teach at HQ to new managers, I think not! Well luckily I will not be back in Tuscaloosa but I will go out of my way to go back to New Bern NC. I have never met Pearl face to face but she rocks! She is the epitome of excellent customer service in my book, she went out of her way for me twice, if you guys have a rewards program she should be the leader. I only wish I knew who to call in high places to sing her Kudos, In short Pear Rocks, George is a moron. Hope this reaches someone important.

Jul

Posted by Anonymous

on 7/17/14 at 11:58AM

Greetings,

I just wanted to take a few minutes and let you know that one of your customer service representatives; Fabian Higgins should be commended for his "over the top" customer service I experienced. I travel a lot and deal with airlines, hotels, rental cars, restaurants, etc. and I don't think I have ever had such a professional and pleasant interaction with customer service.

All companies could learn from him & National.

Thank you Frank DeAngelo

Apr

Posted by Anonymous

on 4/22/14 at 12:43PM

My name is Earnest Jacobs Jr and I have not received my Emerald Club card. My account. I've been waiting on it for approx 4 mo. Could someone check into this for me.

Apr

Posted by Anonymous

on 4/18/14 at 3:07PM

I rented a car from national in puerto plata after waiting 1/2 hour and almost done with the process I was informed that liability insurance for about 40 dollars was mandatory. I have never gotten liability from a car rental in my life. I was informed by my insurance company that I am always covered. I have been to puerto plata 6 times in the last year and travel here every month. None of the other car rental companies pulled this. If the charge stands I will not be doing business with your company anymore. Sincerely stephen affron

Apr

Posted by Dan

on 4/16/14 at 10:56AM

I have been a Emerald club member since 1998 and rent from National about 15 to 20 weeks a year.
I will no longer rent from National at Toronto Airport YYZ as I need to constantly monitor the bills as they have over charged me the last 2 times I rented. The first time was for 143.98 US for PCC which I declined at rental and no insurance is on my profile. After 2 calls and my time and monitoring I got a refund. The last time I was billed $ 12.31 Can for a toll I did not go through. I just got the refund in motion for.
The time before I left $15.00 to $20.00 in change and my GPS in the car, Neither of which I can recover. I have given the Serial Number and Make to National Car Rental in Canada. One previous time I had a problem there also. I do not have the desire to constantly monitor my travel bills because of a dishonest company. I am Mad and may consider using Avis Exclusively.

Viewing National Car Rental customer service reviews 1 - 25 out of 48

National Car Rental customer service reviews

Aug

Posted by Not a happy renter National!

Aug

Posted by Barnabas

Sep

Posted by Anonymous

May

Posted by Ken

Apr

Posted by Veneise

Mar

Posted by Richard E Hanner

Mar

Posted by Anonymous

Jan

Posted by Anonymous

Oct

Posted by Anonymous

Aug

Posted by websurfer058

Aug

Posted by Don't know

Jul

Posted by James ratliff

Jul

Posted by james ratliff

Mar

Posted by Anonymous

Feb

Posted by Anonymous

Feb

Posted by Anonymous

Feb

Posted by Anonymous

Jan

Posted by Anonymous

Dec

Posted by Anonymous

Oct

Posted by Anonymous

Jul

Posted by Scott

Jul

Posted by Anonymous

Apr

Posted by Anonymous

Apr

Posted by Anonymous

Apr

Posted by Dan

While You're Here...