National Car Rental Reviews

by FL_MG

My rental car broke down and no one was able to assist me other than telling there was nothing they could do and could not give me another car. I was stranded somewhere in Fl about 3hours from my house and still waiting on a callback. Other than all the calls I made following the procedures in place with no luck, no offer to pick me up and take me to the nearest location which was 20min away, I’m just in total shock. I even got a courtesy call from one of the locations stating they were sorry they had no cars available and still never heard back from anyone. When the car was finally picked up the place it was towed to even called me asking what to do with the car. I have tried to call back after hitching a ride finally back to my home to close out the rental ticket and still no resolution. Given this type of service I feel really bad for anyone who would not have known what to do in a situation like this. I have been a long time customer and rent cars faithfully every month with National to the point I’m at the executive level and in disbelief this is how I am being treated. I’m gathering my thoughts this weekend and I really think everyone needs to hear of my ordeal because if this is how I was treated something tells me many others are and something needs to be done and this escalated to the highest possible internal as well as external contacts about what happened.

by Cinrock

As long as you’re an Emerald club member and use Emerald aisle and quick drop off, you’ll be fine. It’s when you deviate from that by questioning a charge, vehicle problems, free rental day use or go to the counter for any reason at all that the problems occur. National customer service is the opposite of what it should be. They seem to find every reason to deflect responsibility and offer no recourse. I had one “gentlemen” at Charlotte airport tell me I was privileged to think the car I reserved should be available when I arrived. Also, arrive at Montréal airport later in the day. Expect to see an empty parking lot with 10 people standing in line. Not an isolated incident, twice in 3 months. Aside from those encounters, I always check to see if my destination does not offer Emerald aisle service or worse yet, is run by a franchisee for National. If so, I rent elsewhere.

I’m a frequent traveler with Executive Elite Status for the last several years so my opinion is not based only on the experiences above. National has been fairly consistent in their arrogance and lack of customer service over the years. Emerald aisle is the only thing that keeps me from changing companies.

by Oldorange

Who cares about an app for the worst ever car rental company. Over 4 stars, ha! Is that just for NationalCarRental ? When you cannot keep a car for a customer of a confirmed reservation, you have no business being in the business. When National’s Fargo airport rental counter asst. mgr/manager has 120 confirmed reservations and only expects 30 cars that same day, a grade schooler could figure out the business problem, and probably do a better job of fixing it. And at the very least; 1.) have a backup customer service plan, 2.) notify your customers expecting cars THE MOMENT YOU CANNOT KEEP THEIR CONFIRMED RESERVATION, 3.) be professional at all times and have a contigency plan, have drivers at the ready AND PAY FOR THEM, to take your customers wherever they need to go, hire a tow/transport truck/trailer and bring in more cars, 4.) just saying ‘come back tomorrow’, or ‘call an uber and tomorrow I will reimburse you for it’ is not professional, and not enough to absolve your disappointing failure as a career professional, embarrassing. So maybe my solution is to just delete NationalCarRental and account and just use avis, or enterprise. Bye bye.

by DP-1013

1. On a number of occasions I have had issues with being able to enter the ‘return’ date on my reservation. I have to go to my PC to complete the reservation.

2. Additionally, I have had numerous difficulties with the mobile app when I want to make a new reservation for the same pickup/drop off while in the middle of a current reservation from the same location.

Example - I picked up a car this past Monday, Jan 6, from Airport A and returned car back to same airport yesterday. On Tuesday of this week, I discovered that I need to be back at Airport A next week and attempted to make a new reservation for the week of the 13th of January. Once I was able to get NationalCarRental to accept that I wanted to make a new reservation it would not allow me to modify the return date. See item #1 above.

3. Often, I am using NationalCarRental at odd hours; that is, early in the morning, late at night and weekends to plan my travel. Many times NationalCarRental is not available during these periods. As a frequent flyer, I have not experienced any like issues with other apps, such as, American Airlines, Hilton Hhonors, Marriott Bon Voy, etc.

I rent approximately 25 +/- times from National Emerald Aisle every year and started experiencing issues with Items 1, 2, and 3 above in the past year. I have deleted and reinstalled NationalCarRental on my iPhone several times in an attempt to remedy.

Please fix. This is at best annoying! At worst, I will need to consider other rental car opportunities.

by SwitchingToHertz

I rented a vehicle on December 29 and returned it ahead of schedule the very next day at 1:55pm. The attendant that accepted the vehicle was mysteriously unable to provide a receipt, simply a piece of paper that acknowledged the return date, time, mileage, and fuel level. It is now 9:30pm on January 4 and I still haven’t received a receipt for the return of my vehicle. I have called National a total of 6 times and wasted almost 2 hours on the phone trying to resolve this situation, each time being assured that I would receive a receipt within 24 hours. However, the National app still shows the rental as overdue and I’ve been unable to request a receipt or any other information online or with the assistance of customer service. This situation is offensive in the extreme and totally disruptive to my corporation’s requirement for expedited year-end expense processing. I can’t believe how poorly the accounting of this rental has been handled by National.

by Fjlinmo

With no notification, the Fresno Airport National office changes its operating hours due to staffing, closing at 11pm instead of midnight. Those of us arriving at 11:30am follow the sign for Members to Go Straight To The Cars only to find the two cars on the lot locked. Once back at the desk it says to go to the Enterprise desk as they are open. At the Enterprise desk is the paper printed sign that has hours of operation and with a pen the times are scratched out and re-written to close at 11pm. The web site still says it closes at midnight and opens at 7am, but my reservation now says that I can pick the car up at 8:30am which will put me two hours late for my meeting. Had I gotten notification I could have change to any of the other rental car companies at the airport as they were all still open. Looks like it is time to take my business elsewhere.

by Merl Van Zant

I rent cars through National through the Executive Travel Desk and FBO locations at General Aviation airports. For approximately the last year National and Enterprise have been in the habit of not picking up the cars when the rental is over as shown on the rental agreement. They may pick them up a day or two later and then charge you for the extra days. They have also been in the habit of bringing them out early ahead of when you requested the rental time and charging you for that time. Then takes hours to settle the dispute. The most recent example happened at the Lexington Kentucky blue grass airport. I returned the car on November 7 as agreed to on the rental contract and it is now Sunday and I got a notification that my rental is overdue. Very bad service. Of course they will not answer the telephone when I try to call to straighten this out. Will probably have to start using Hertz.

by Jlcast915

My plans changed and I had to change the pick up time by 2 hours and the drop-off date and location. NationalCarRental gave me error messages when I tried to modify the reservation. I had to do it at the airport. COVID-19 — no one’s at the counter. The lot agent says she made the changes but with no paper contract available, I had to take her name for it. I assumed there’d be an electronic contract on NationalCarRental . Nope. I signed out and back in, exited out of NationalCarRental — still no contract (this is an hour after it was opened). Finally, after restarting my phone, I was able to see it — but only my license plate, and the updated pickup and drop-off location/date. Presumably the rate changed, but there’s no way to look it up on NationalCarRental . Bottom line: glitchy, slow to update, insufficient rental information.

by Couv1

I rented a car for two months and after just one month the headaches started when the car showed SERVICE DUE. Needed the oil changed.

I called and was told to take it into my local National rental; which I found out does not perform this service. I was also told that I could take it to my local Firestone Service center and was provided an address. It was closed seven days due to Covid. I simply drove to the next nearest Firestone service center where I was told that the wait would be two hrs.

I then began trying to call my local National Rental center, where I picked the car up. I kept being directed to the National call center that lied and said they could NOT provide me with a direct number and could not transfer me.

After two days and seemly a hundred calls, I finally reached the National location that rented me the car. They provided me with additional options.

I can only hope to get this matter resolved soon.

Still reading

I failed to mention that the first car that I was given did not connect to my phone as promised.

Location Pasco Washington

by Executive Elite Member

I booked a mid size car a day in advance. Upon arrival the counter said they only have compact cars. I am 6’5, I do not fit in a compact car. My only option was to take a suv(gas guzzler). I called corporate national to book a mid size car at the next location along my route, they confirmed that the next location had a few mid size cars and they reserved me one. So I drove 2 hours to that location. Upon arrival they said they do not have any mid size cars available only trucks, the only cars they have are for reservations, I said I have a reservation, they said they have nothing but a truck to give me. Now I am driving to the next location 1 hour away to see if there is any mid size cars available. I am executive elite, renting 45 cars a year, this is the first time National has had poor customer service with me.

by Dusteez1

I have been a National Emerald Club member for a long time, and continually rent enough to achieve Executive status. I like National for its convenience in airport pickups without waiting in line, but making reservations is always difficult. NationalCarRental is frequently updating, has bugs for the simplest of tasks like signing in, and is very slow. Lately I have attempted to leave my review with corporate office about both NationalCarRental and availability of rentals at some airports. My calls have been parked for extended periods of time and inquiries have gone unanswered. Because of this, my normally loyal bookings are being spread out to those who at least address customer concerns, have availability of cars, and have addressed the bugs in the apps.

by Ghostrida420

I’ve been using NationalCarRental pretty frequently for a couple of years. Lately it’s been hanging more and more, and there is absolutely no better experience than to watch the stupid app sit on the starting screen with two spinners going indefinitely. Oh, did you want to cancel or modify a reservation? Well, too bad, because something somewhere doesn’t load, and we here at National app team or whatever are absolutely against giving you any feedback in NationalCarRental if whatever action times out. Keep watching the spinners! NationalCarRental itself is really, really dated and the UX is inconsistent at best. Love getting a popup warning me about some California law thing that slides up EVERY time I’m trying to reserve. NationalCarRental seems to rely a lot on web views so you have to wonder if a mobile page would work better.

by ¢ω

I have been with National Car rental over 20 years. Even getting to the top level I still don't feel National as a company care about me as a loyal customer. First of all cars are not very clean and when I complaint no one returns the call or send email as promised. You would think for a loyal customer get to the top level National would guarantee there always a car for their loyal customer instead that is not the case. They actually turn me away.

As for the apps it depends on the time of the day you reserve your car the price changed so fast. Many times the apps gets hang up it wouldn't work right I called in National representative actually gave me a price is much higher. I told them I have the record trying to reserve the car at a cheaper rate and they wouldn't honor it even though it is their faults with their computer glitches.

There are a few times I get to the airport trying to pickup the cars that I like the manager would not allow me to do so because it is not convenience for them to move the car that was blocking the one I wanted. And usually they have pretty bad attitude toward me for asking.

Again I can't see National as a company in the end it is all about money and not customer service. These are the same companies that when they are going through hardship they would cry to the governments and customers asking for help. It is such a shame.

by However,pause4effect

I travel often for both work and pleasure. Like any frequent traveler, removing bottlenecks and points of friction from my path makes my travels even more enjoyable. I’ve tried nearly every rental car company in the marketplace.

With a spate of mergers over the years, it’s sometimes hard to tell if one company that your vetting from another for your business is affiliated or not. Over the years, I’ve noticed a National consistently distinguish itself from its peers. Like being an industry innovator in allowing you to reserve at a level that allows you to choose your own vehicle. A move, many others in the industry (clumsily) tried to follow.

No organization is perfect and National definitely has some areas it needs to improve. I find the consistent area that’s 50/50 is the quality of customer service among staff at particular airports. I’m not going to name them (we & they know who they are), but airport rental customer service is either spot on or like a group of people serving out a karmic debt.

Equally, whenever I’ve encountered a problem, the agents at customer resolution have always exceeded my expectations and quickly resolved he issue. That fact, coupled with the ease, quality, and reliability of NationalCarRental , makes National my go to choice for car rental.

by SoccermamaNJ

Car dropped off 11/12 at 1030. Not one attendant came to check our vehicle thought I left keys in car but Discovered keys in my possession and went to take shuttle back to return keys- shuttle driver said he would take the keys to National for me - status remains as overdue. Unable to talk to a human direct at hobby all numbers received by customer service do not work and every call to customer service stated we have to wait for them they are busy - have requested this be elevated to the appropriate internal management oversite of Hobby staff for resolution- nothing yet 48 hours has passed they tell me to keep calling

by Rotten Camaro

I rented a car at the LA airport and was very disappointed with the team that worked there. I had issues with the car and left several messages for a manager to contact me. So that we could work together but after calling 3 times I turned it over to the national headquarters. Never did I receive a call or email from the LA location. Very sad. My company rents from national every day of the year. All over the world. And this is not what I expected from this location. Every other location is great to deal with.

by Quirkyosity

I am changing my car rental company based on NationalCarRental. I have been Hertz for many years but it has offered very few cars in the airport I fly to most lately. I checked National and was pleasantly surprised on the variety, including high end cars in the small airport. The prices were very good. I needed to extend my rental and found I could do it on NationalCarRental . I hate calling. Extending my contract took mere seconds on NationalCarRental so now I am a huge fan of National. I’m heading to Denver next week so I’m canceling my Hertz reservation and booking with National.

by MKinn2112

There is still a travel based company that pulls out all the stops to help weary travelers. The National Car Rental at the Phoenix Sky Harbor is one such place. After this idiot traveler (me) forget to bring his renewal drivers license paperwork...needed to rent a car...the National staff went over and above to assist. From Taylor who helped me as I tried to leave the lot (told me to back up, gave me a bottle of water and walked me through options) to both Nancy and Woody at the front desk who happily worked to get my DMV paperwork faxed to their location. Saved my day. Saved my trip. Thanks National...you should be proud of this team.

by JesusLovesYouToo

All their staff, from manager Matt, to employees Chantel, Jana, Harold, Justin, and the rest of their group have been so good to work with. Whenever I encountered a problem or needed help, they've been quick to act and provide the proper response.

You will find there is a considerable difference between this organization and the rest. Rented from the other large organizations with varied experiences - mainly fair to terrible. Car cleanliness, quality of the vehicles, & the people servicing the front counters.

I come for 4 1/2 months of each year; renting weekly, and can attest from personal experience that National is best.

by GreenPrell

Working with National has been a pleasure — particularly since we joined the Emerald program.

Our experience with National’s Customer Service is that they’re very professional, helpful, and expeditious. And, the Emerald Club is delightful: being able to get off your plane and just walk directly to an aisle of cars, choose which one you want (should we get a sports car this time? An SUV?), get in and just drive off feels like true luxury after a long air travel experience.

If you’re reading this as you evaluate car rental companies, I think you’ve lucked out: this is a great one.

by Dili-I-am

I have been an Executive elite member of Emerald National for over 10 years. Been renting from National for over 10 Years.
Never had any issue except this time around. The vehicle had no working windshield fluid, no fluids in the reservoir and after I added my own it did not work meaning it was not working at all. Here in Montreal and travel to QC I had to stop frequently to clean the windshield so I could actually see where I was going. Really risky.
Also my very first time experience with CS at National to change drop off location CS rep and even the supervisor really played it ignorant and tried to push me to the rental pick up location in Montreal which the location never ever pick up their phone. CS basically tried to pass the responsibility to the location and they would not even stay on the phone to see if anyone will pick up so they could probably have a different approach if they did not.

I guess there is always a first for every thing. I will continue renting with National but no longer at Montreal airport location.

by SLT06

First time I have ever had to clean a rental car I just received. Arrived this morning on a tight schedule, proceeded to my car class and no Premium SUV were present. Found a car I thought was National but turned out to be Alamo. After some time, and verifying my rental agreement, the gentleman from Alamo advised me to take the Alamo suburban. Not the brightest in the garage and when I am driving home I noticed how filthy the car was. Not Happy but had no choice to clean it with my kids so we can get on the road and stay on time.

by Moo Mo 65`

I used to enjoy using Nation Car rental, I am a business professional & executive elite member for several years, the past year I have problems with cars being returned and not scanned, having to call to get receipts, there app never has past rental history, they seem to have lost the customer service that made me and over 200 other employees I work with ask our corporate office to change rental companies. It’s a shame to see a company take such a downward spiral.

by SE Dan C

Birmingham, Alabama location Customer Service is an awesome experience. I would like to take this moment and recognize a couple of representatives that go above and beyond for the Executive Club Members. These representative are Mr. Donald, Miss. Gwen, and Mr, Darrin.. These representatives of Nation Car Rental take great pride in their roles and go the extra mile for customer satisfaction!! Please take a moment to share this information with these representatives so they know the important role they participate in each day respecting National Car Rental. Thank you! Executive Club Member, Dan Cook

by SumStarbuck

When I rented my car I reserved a convertible but when I showed up to pick a car, I was directed to the rows without any convertibles; figuring they didn’t have them and being in a hurry I picked a Jeep Grand Cherokee. Nice car but not what I had in mind. Anyway when returning the car, i mentioned this to Kathy and she said she would see what she could do for me. Because a Jeep just isn’t a convertible! She walked over to Matti, and they worked it out and gave me 2 free days! Great and friendly service! I love national!

by Njay328

You can’t ask for a more kind, generous, understanding, patient group of people. Those folks at the Syracuse Airport are always prompt, productive and ready to handle anything thrown at them. I’ve seen them make accommodations with very few cars in the lot to taking an uncleared car to get cleaned, gassed up and pulling it to the front for customer satisfaction. That’s what I call Quality customer service. This team is a 5 Star team and I am happy we do business with them.

by ERBlocker

My reservation for a small SUV (Equinox...) was a hassle. , we waited over 90minutes at the airport, the offsite rental office did not pick up calls, and so I finally went to the offsite rental office. They did not have the same size car and Instead put us in a smaller car at the same rate. They said they will give me a discount at check in but have been vague about t. Very frustrating after it was so easy to make the reservation online.

by Audie46

I received an email that Presented all of my rental information, and when I arrived I was able to precede straight to rental lot. However, I was not able to get the car details to scan with my phone and the attendant came to my aid. He tried to multiple cars and when he wasn’t successfully - he took me back up to the counter and both attendants work an upgrade because of my trouble.