Customer Service Scoreboard
i applied for a job was honest about my suspended drivers license. cause i know a few employees that work there now have the same thing but they got the job and are working now... so i guess if i didnt say any thing i would be working. mmanagement just dont check.. like i said pick and chose. the people employed now will still be working come monday.. can i have a lawsuit for something? billings montana
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.
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
Rented a car at the Emerald club exit without a reservation, the rep quoted a rate of $289 one way, the day I was to return the car I received an e-mail stating I was set up to return the car where I picked it up. That wasn't an option as I drove from Florida to CT. Upon return the charge was almost $800 and I ask to placed the charges on a different card only to find out if wasn't done. Then I called to change the card information only to be told to call back tomorrow after 8:30. What poor customer service and I will never rent for National again.
Calling National Customer service is awful, especially if you are an English speaking American. I have called for support many times and its next to impossible to understand the operator answering the phone, in addition to all the background noise of other operators talking to other customers. I have had to hang up and call back numerous times in hopes of getting someone who can speak clear English.
National Car Rental is a scam in Victoria, BC Canada Airport location. They will charge you for damages AFTER you've self parked your vehicle in their lot with NO ONE to review and witness any damages to the vehicle. It is up to you to self park the car in their lot, bring the keys to their booth, and have them give your the receipt of the RENTAL charges on your card. Then after you leave, they will claim you have damage on the car and you will get billed for more than what you paid for your rental. This happened to me June 2015. I spoke to their fleet manager and stated that no one from National checked the car upon my immediate return so they cannot prove with 100% certainty that the damage occurred while in my possession. He ignored it and said the charges will stay.
I am currently disputing the charges through my credit card company. I hope they don't get a penny. They do not care about repeat business and I even told them I would launch a stop payment on this over a matter of $125. This place is a scam. Buyer beware!
I have been renting cars for business use with National for several years. In particular I have rented from Edmonton Airport location (Alberta) four times over last six months. In general things were OK until my most recent experience. When I returned the car check-in clerk went directly to the passenger side of the car and pointed out scratch on the rim. It definitely felt like he knew that damage was there from before. I was foolish enough not to do detailed inspection of the car at the pickup. When travelling on business one does not always have time to do that. I simply trusted their "detailed" inspection. To my surprise I was provided with the repair bill of for $329. After several phone calls I have quickly realized that they really do not value my business (they sold 3,000 worth of my business for one 300 fraudulent claim...I do not get it). In addition they charged me for 1/8 of the tank although I refueled minutes before returning the car. I even presented the receipt. To be fair, I managed to get that money back after talking to the branch manager.
In any case, they will never see me as a customer again. For all of you out there BE AWARE, they'll get you if you let your guard down for just a minute.
Although my experience with my rental itself was very positive, I will never rent with National again. I am a student and because of that I thought renting with National would be the most affordable mode of transportation. After I made my arrangements with National I received an email quote for $201.00 and I was quite content with this. After dropping the car off my credit card was charged $450.00 ... almost had a heart attack. This extra fees that you arent told about is not fair and should be made extremely clear, especially when quoting somebody for much less. Because of this I will not rent with them anymore and instead will go back to taking a train, bus, or plane .. anything but a rental car.
After three failed attempts to register for a vehicle online I called in with 3 coupon codes. I was told I would receive a confirm email and never received one. Upon arriving to my destination in John Wayne Airport I was told that everything looked good and my coupons were put into the system. When I came back to drop off the rented car I was given a receipt without the codes I had originally used and my total was more then I was promised. Called back for the 3rd time after being disconnected twice and settled the issue. My advice would be to wait on the line until receiving confirmation email or wait for some type of proof before heading out on your trip. National has a very poor ordering system and I would NOT use them again.
I give you my emerald number so you can see I rent from this company, a lot. Not that even a one time renter should experience this type of service.
I have rented from National Car Rental in Dulles for over 2 years pretty steady. For about a year- all seemed OK. Then, I began to notice when I returned a car, and did not wait for an attendant to check gas and give me a receipt- I would receive a extra fuel charge. I ALWAYS fill the tank. The gas station in 1/2 mile from the rental place.
So my last rental had about 3 gallon charge added! I only went 99 miles, AND, I filled up around 4 gallons.
I'm being cheated- pure and simple. Or, lets say, they are trying to cheat. I call every time and I get the extra charge reversed. This time the customer service person Michelle wanted me to send my gas receipt. Are you kidding me? I told her to look at how often I rent- but in any case, sure I'll send it. Finally she relented and said she would refund 'as a courtesy' to me. I am so disgusted with your company it's palatable.
So get a handle on the way this business is ran. I will post this letter far and wide in hopes that someone can fix this atrocity.
The National Car Rental Executive Elite is a joke. Whenever I arrive at the airport, I fine that the only cars they have on the Executive lot are the cheapest Cars and SUVs available. As an example, when I arrived in Phoenix a few weeks ago, the only SUV was a very small vehicle with no features. It was underpowered, loud and rough riding. We could hardly fit 5 people in the vehicle. This is happening more and more frequently, compact cars and SUVs on the Executive lot!
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. .
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.
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.
It's amazing to me that your company would persist in running an ad featuring such an obviously self-centered jerk and expect viewers to have a positive image of your company. For your own good, drop the ad and replace it with something more customer friendly.
James E. McIntyre
Sunday 2/1/15- 5am
I was dropping my Enterprise car rental to the National Car at Laguardia Airport. They have an agreement for cars being returned earlier than the Enterpise office opens @ 6am. The attendant tells me "who told you to return the car here?" I responded that National told me.. Then when I waited for him to finish the transaction in the parking lot he mumbled something and then nastily said "what are you looking at?"
I complained to the manager after my flight and he was very apologetic and knew exactly who the attendant was i was complaining about..Terrible attendant!!
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
National Car Rental is normally a good company with which to do business, but my most recent experience was so awful that I have to air it. The bottom line is that the highest-level supervisor on duty at the time (David) said he was sorry I was misquoted the rate for extending my rental, but he could do nothing because the computer would not allow him to do so. When I suggested that he correct the admitted company error by providing me with a free rental day, he said he could not do so on the current rental because - again - the computer would not allow it. He said he could only give me a discount on a future rental. So I said I wanted to make a future reservation and asked for a discount. He replied that he only said he "could" give a discount, not that we "would" do so. Then he said would not give me a discount on the future rental. He was unmoved by the fact that it took my being on the phone for over an hour before the lower level Help Desk person could even determine the "correct rate." Despite the conflicting answers provided by the two different front-line Help Desk staffers, I was made to bear the burden of the company's error. If this is how a National supervisor treats a 20-year customer who has attained the company's highest level of loyalty(Executive Club), good luck to the occasional renter.
The clerk request my passport to see my entry date in the country. I refused to show it and told him that I ONLY show my passport to the custom agents or police since they are the authority in the country. Never in my life and in any country, I was requested to show my passport for a screening by an employe from a civil corporation. Had to leave the company and went back home. Took the phone and call them. Was told that this is the company policy and it was writen in their website. Asked the agent on the phone to help me finding that policy in their web site and also mentioned that I will complaing to the Canadian government of such business doing. The lady told me to hold the line for a moment. She never came back and after 6 minutes, the communication has been cut! I understand why other companies were sold out and national had cars available. Customer service on a scale from 1 to 5 (5 excellent) I would rate 1 (worst experience)
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.
National Car Rental Canada - Stanley Montreal, Qc
- Customer service is terrible, very rude, suggest to stay away from Jason.
- Not Honest at all:The minivan is always recall when booked 3-4 months in advance (3rd time recall which I don't think it's true, because same family member booked for same time, same day and he/she got it.
- Not Honest: Not record at the time delivery (minor which no one would have sen), since they know, so they picked up first thing upon the car returns and claimed damage to my insurance company.
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