National Car Rental Customer Service Issues

My spouse and I are waiting for a response to our complaint. Despite four phone calls, we have not received any follow-up. We were assured our serious issue would be escalated. However, nobody in authority has reached out to us. We are loyal executive members, and this treatment is disheartening. To summarize, after upgrading our car and finalizing the price, we were abruptly removed by the manager at the gate after loading our luggage. This is a significant matter that demands attention. We expect someone to address this promptly. Thank you.

I am employed by a major company, ARCO Murray, which frequently rents vehicles from your company. Yesterday, I rented a car in Tallahassee, FL, which was in a very poor condition. The overwhelming cigarette smell made me sick, the floor mats appeared to have black grease stains, there was a burn mark on the passenger seat, various marks on the inside roof, and a dent on the trunk. I have detailed, time-stamped pictures of these issues. Despite reporting the problems this morning, I haven't received a follow-up call as promised. I will have to use this car until December 29th, but I intend to inform ARCO Murray upon returning the vehicle. I have pictures available if needed. Thank you. - Jerry J., Superintendent at ARCO Murray

I have been attempting to reach National through email since yesterday at 5 am at LAX. Unfortunately, I cannot make phone calls at the moment. I needed the car picked up as I couldn't return it to the rental site at LAX. Since I didn't receive any email responses, the car has been impounded. Kindly pick up the vehicle and charge the final amount for fees and fines. I am currently far from the rental car location. The lack of communication service when unable to make phone calls is frustrating. Here are the details about the car's location. I have already sent specific information via email to Bruffys Del Ray Towing. Initials: E.M. Rental started at SNA and was supposed to end at LAX.

On January 21, [redacted], I transitioned from Avis to National Car Rental after being with Avis for 19 years based on recommendations from colleagues. When I contacted National, I was advised to fill out a STATUS MATCH form, which I promptly submitted the same day. Tammy Buckley assured me that my status would be matched. Despite three follow-up calls, there has been no response yet. During my latest inquiry, I was informed of a delay with a promise to hear back by March 17, [redacted], but I have not received any updates. Each time I have rented a car, I inquired about the Status Match at the counter, but the staff seemed unaware. I am eager to understand the status of my request and if it will be retroactively applied to my previous rentals for points. Despite my disappointment, I hope to continue with National, although I am uncertain about the process moving forward. I appreciate your prompt assistance.

Dear National Team, I am reaching out as I have encountered an issue with multiple credit card authorizations that were mistakenly processed at the Springfield, MO office. While one has been resolved with my bank, there are still pending authorizations of $[redacted] and $[redacted] on my Capital One card. Furthermore, there were subsequent authorization attempts of $[redacted] and $[redacted], which also did not go through. As a result, I was unable to proceed with my car rental and these holds have not been lifted from my card. This has caused significant inconvenience, impacting my ability to travel as planned for a funeral and even preventing me from sending flowers due to the tied-up funds. I kindly request your prompt assistance in releasing these authorization holds from my card. Your help in resolving this matter would be greatly appreciated. Best regards, Jokima H.

I contacted National yesterday to reserve a car for December 19 at Trenton Mercer County airport. I informed the agent that my flight arrives at 11:56pm, but she mentioned the counter closes at 12am and couldn't guarantee I could pick up the car. This lack of flexibility is disappointing. I explained my inability to control flight schedules, yet the agent insisted on closing and leaving on time. This policy is unprofessional and inconveniences customers. National is potentially losing business by not adjusting hours for customers in need. It's a frustrating situation. I urge the company to address this promptly to prevent further issues. Your response to this matter affecting others would be appreciated.

I am writing to address a billing issue related to reservation [redacted]77. I noticed that I was charged twice for this reservation - once at the reserved rate and then again at a rate over 5 times higher for additional reservations in Reno and Redmond. Despite my efforts to update my airport return information and the information on National's website about one-way rentals, I learned that Reno does not offer one-way rentals for my dates or any future dates. This was confusing as the website constantly showed all vehicles in all car classes as "sold out" for these locations. While I understand there may be drop-off fees, the additional charges of nearly $[redacted] per day were unexpected and unreasonable. I have been unsuccessful in reaching National for assistance. I kindly request to have the second charge removed or have the daily rate adjusted to align with National's guidelines. Thank you for your prompt attention to this matter. Best regards, R. McKay Loyalty #: [redacted]02

I experienced a hydraulic leak in my car which made it unsafe to drive. After reporting the issue and requesting a replacement vehicle, I was told it would be taken care of. However, when the pickup arrived, they took my car but did not bring a replacement. I have been trying to resolve this for the past day and a half, but it seems like my account has been closed. Despite apologies from the representatives I spoke with, nothing has been done to rectify the situation. As a result, I have missed two days of work due to not having a car.

After returning a rental car, I was contacted regarding alleged damage to the vehicle and the request for payment. Despite explaining to multiple individuals that I was unaware of causing any damage during my rental period, I have not received any resolution. I mentioned the lack of a pre-rental inspection to document existing damage and that some minor damage was present prior to my rental. However, I have only received demands for payment with no indication of the concerns I raised being addressed. This experience is disappointing as a long-time customer of National's car rental services.

Good afternoon. We would like to get in touch with you regarding the incidents that occurred on August 22, [redacted], for reservation [redacted]C. In the morning, we had a minor accident with the car when we hit a dog that crossed the secondary national road [redacted], hitting the front right fender molding, heading to Rio Celeste. We immediately called the number provided by the company for roadside assistance and the police. They advised us that we could continue our journey with the car damage but suggested we stop by the National Rent a Car office in La Fortuna to report the mishap for the car's well-being. After inspecting the damages, they informed us we couldn't proceed without payment. Considering the insurance we had, with $1,[redacted] to cover in damages by the client, they provided us with a quote of over $[redacted] for the damage, which we found excessive. In the end, we were charged over $[redacted] for the part, which can be found online at official car parts stores for less than $90, quadrupling its price. They also threatened to increase the charge back to over $[redacted] if we didn't pay immediately when we asked if we could pay upon returning the vehicle in San Jose. Feeling pressured by their instructions, we agreed to make the payment. Furthermore, we requested to upgrade our insurance to full coverage, and they tried to charge us $23 per day, although it should have been only $9 per day added to our current deposit, attempting to get more money from us. Given our upsetting experience, we kindly ask for a fair assessment of the price of the part in question (RH fender molding) and a partial refund, as we feel deceived and very displeased with how the incident was handled. They also provided us with a non-existent email for making complaints.