Very rude and unprofessional staff. I would go with another rental company next time in that area. I didn't like the selection I was put in or the service. Had to call to get my receipt; which should have been emailed before I got on the plane. So, 2 out 5 stars and that is generous
This is the first time I have ever rented from a locational that did not have Emerald Aisle serve that did not offer me choice of vehicle when I picked up the car, but whatever not that big of a deal.
Time to write a letter to the President...
Now to the service. I know things happen and can cause delay. But your organization did not adjust for you circumstances that Tuesday and caused considerable delays for myself and other customers. As I indicated earlier I waited 30 minutes for the first car and I was not alone. It was not like there were dozens of customers (there were less than 6). What was frustrating was to see how quickly and efficiently your competitors were able to get their satisfied customers headed on their way while we stood in line and waited.
The first person at the counter was abrupt and rude, did not provide information on directions, did not explain why the cost of the rental went up by $110 for one additional day. The second person who helped me was a genuine help and she should be acknowledged...took time to provide directions, took time to explore why the cost of the car had gone up so much, made an effort to correct the charges to something more reasonable. The other person just wanted to get me out of the line as quickly as possible because there was a line that had formed in back of me. As an Emerald member, I expect better service.
Ed (the manager) recognized me as soon as I walked up to the counter. He even noted that he saw I recently became a super special National snowflake where I was just a special National snowflake before. I work hard for my super special National snowflake status, so it was greatly appreciated when it was noted.
After that call I called the CS number in the rental agreement. I spoke to the representative and she told me that she had noted everything and that it was noted on the rental record that the location was to give me a new car. I get to the location and guess what?! No notes no nothing! That blew my mind. Back on the phone with CS, no help whatsoever.
Not the best experience. I want to preface this with, National is my go to car rental company, this is the first time I have had issue with a rental with them. Budget, sister company Enterprise, Hertz, historically bad experiences.
Called Corporate Office, ridiculous offers of a free day, etc. I just informed them, I wanted a car that is safe to drive. Answer to me was A district Manager can call you back... Finally I said sure have them call me, expected time to call 4 to 7 days, been 13 and no call back.
Long time corporate customer. If this had been my first experience with National, it would have been my last. I have experienced National cars that wreak with cigarette smoke before which continues to tell me you do not do a good job of enforcing the "No Smoking" policy and do a poor job of cleaning a vehicle once it has been returned with smoke. My experience last week was one of the worst. The first car (after having to wait in line 30 minutes, but I will get to that part later) was so smoky that as soon as I opened the hatch to put my luggage in I was hit with a wave of smoke. I went back to the counter and explained I cannot have a car like that because of breathing issues. 20 minutes later another car arrived that initially smelled okay. It wasn't until a few miles down the road when I turned on the air conditioner that the smoke smell returned. It became obvious that an employee had hosed down the inside of the car with some air freshener to try to hide the smoke. Additionally, the car I was give was the biggest piece of junk I have ever rented. I do not know what size engine it had but I was afraid to merge onto the highway. My first 1969 Volkswagen Beetle had more power. You may want to check. I think some of the squirrels either died or went on strike.
This was a business rental, the car was rented to transport event officials from the airport to hotels, the event, etc. After the first trip from the airport to hotels I noticed that the car was pulling severely to the right. On the way back to the airport for the next trip, I called the location and informed them of the problem. The manager that answered the phone gave me two options, bring it to a Jack Williams Repair Center or wait until 6pm when he would have another car to swap with the one I had. We can all guess my answer to that...
Our corporation switched to National a couple of years ago due to costs, but it will be my recommendation to our corporate scheduler we take another look. Over the past three years I have had to reject cars in various cities due to your poor protection and actions regarding smoking (same for your partner Enterprise). I never had this problem with Avis. Last week was the straw that broke the camels back as far as I am concerned. Between the poor performance of the vehicle and the smoke I am going to see if I can switch back to Avis. Maybe you should not have sent me this request for feedback.
National Car Rental is a US Car Rental based in Avoca, Pennsylvania. National Car Rental is located at 100 Terminal Rd Ste 10, Avoca, PA 18641, USA.
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