ComplaintsforNational Car Rental

Car Rentals

Multi Location Business

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
11/09/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have tried to retrieve my wife's $300 necklace, which was left in the center console of our rental car. Despite my efforts, I have neither received the necklace nor any compensation. **************** has been unhelpful, and I havent received any updates. At this point, I am requesting compensation, as it seems likely the necklace was taken by an employee.Additional Info:Maxwolfram Oct 1, 2024, 6:28PM CDT Please do not reply to this email. This box is not monitored. Please reply to the customer email address below.Language Preference: English (*************)Brand: NATIONAL Select a Rental Location: 24J7 Topic: Lost Item First Name: Max **** Name: ********************* ********** Email Address: ****************** Confirmation Number or Rental Agreement Number:Loyalty Number :Comments: Left my wife's gold necklace in the middle console when we dropped of the car at EWR on Sept. 25. Please assist! License Plate #******* Trip #********* | Invoice ********
Customer response
11/11/2024
Rental location was EWR - **************. Thanks!
Business response
11/14/2024
Thank you for the opportunity to respond. Management spoke with the customer and offered compensation to resolve.
Customer response
11/15/2024
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

*** *******
Initial Complaint
11/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I rented a car from National Car Rental but had an issue. I called the emergency number, and the service person told me to take the vehicle to the nearest place, so I did; when I got there, the service attendant told me he could not exchange the car at that location. I called the emergency number again, and I was instructed to take the vehicle to another location. At this location, the attendant stated they had no cars. I called the emergency number 6 times, and they gave me the run-around every time.The first location is -*************************************************************************The second location is at -*****************************************************************************
Customer response
11/11/2024
The location is National Rental car at ***********, *********** *******************************************************************************
Business response
11/13/2024
Thank you for the opportunity to respond. Management spoke with the customer and initiated the process of facilitating a rental vehicle switch out.
Customer response
11/13/2024
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
It is essential that the vehicle switch-out is completed promptly to ensure optimal performance and safety.
Sincerely,

******* *******
Initial Complaint
10/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to file a formal complaint against National Car Rental regarding an unsatisfactory experience at their ************************************* Airport (LAX) location.Details of the Incident:Date of Rental: October 8th, 2023 Reservation Number: H-1570529061 Initial Prepaid Amount: $277.60 (booked through the *********** reservation site to utilize my card credit)Upon arriving at the LAX counter to pick up my reserved vehicle, I was unexpectedly informed by the staff that I was required to pay an additional $130.70. When I asked for clarification, the staff simply stated that the extra payment was mandatory but provided no further explanation. I did not select any additional services, upgrades, or options that would justify this additional charge.Feeling pressured and in urgent need of the vehicle, I reluctantly paid the additional amount, although I believed it to be unjustified. I am extremely dissatisfied with how the situation was handled and the lack of transparency regarding the extra charge.Attempts to Resolve:I sent an email to National Car Rental's customer service detailing my concerns and requesting a full refund of the $130.70. Unfortunately, I have not received any response or acknowledgment of my complaint.Resolution Sought:A full refund of the $130.70 additional charge.An explanation for the lack of response from customer service.Assurance that steps will be taken to prevent similar issues for other customers in the future.I trust that the ********************** can assist in resolving this matter promptly. I value fair business practices and transparency, and I hope this complaint will encourage National Car Rental to address and rectify these concerns.
Business response
10/30/2024
Thank you for the opportunity to respond. Management reached out to the customer but left messages as contact was not established. Management processed a refund as well.
Customer response
11/11/2024
I received the response from the business, in which they stated that they had reached out to me, left messages, and processed a refund. However, I have yet to receive any refund, and my complaint remains unresolved. It appears that the business is not following through on its commitments. Therefore, I kindly request that the BBB follow up with the business, urging them to fully resolve this issue as promised.
Thank you for your assistance.
Business response
11/25/2024
Thank you for the opportunity to respond to the complaint. Management processed the refund was reprocessed on 11/15/2024.
Customer response
11/25/2024
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

Hyungsu Jang
Initial Complaint
10/17/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I rented a vehicle and was initially going to return it to the same location. I picked up the car from. Life circumstances caused me to drive the vehicle and drop it off at a different location. When I return the vehicle, I was informed there would be a drop fee of $147.12. I had prepaid the rental so they were unable to add that charge. That charge and an additional charge for $6.22 for a toll crossing put me on the do not rent. All fees have been paid in full I was placed on the do not rent list on July 30 on August 8 I found out why August 30 All the reasons that had me on the do not rent list were satisfied. I have been calling national rental consistently over 40 times since then. They have not taken me off the do not rent list.alrhough proof of full payment has been made and shared with them. I have called many times and have been put on hold for ********************************************** hung up on. This is unacceptable. I have a good relationship with them since 2015. I would rent a car weekly mostly for the week, but recently, it has only been one day rentals. This is not a way to treat a loyal customer. I have spent hours calling every time I call they give me the same story that someone will be calling me back. No one has attempted to call me back ever yet.
Business response
10/25/2024
Thank you for the opportunity to respond. Management has confirmed that the customers ********************** privileges have been reinstated.
Initial Complaint
10/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear Better Business Bureau,I am writing to express my deep dissatisfaction with the service I received today. I had a reservation, number **********, for a Mustang convertible at a rate of $152 for two days. Upon arriving at the desk, I was informed by a rather discourteous staff member that there were no more Mustangs available, and I would instead be provided with another vehicle in the same category at a supposedly lower and more favorable price compared to my initial booking.Although I was quite disappointed (I would like to point out that just two days earlier, I had rented a Mustang and was very satisfied with the service), I reluctantly agreed because the front desk agent insisted that I would be paying less.I was then handed the keys to a ********** SUV, without any clear disclosure of the total cost, and was simply told it would be cheaper. However, once I left, I received an email with the signed contract and was shocked to discover that I had actually been charged double the amount of my original reservation!I believe National Rent and its employees have acted unprofessionally and dishonestly, taking advantage of Italian tourists by misleading them with false information and charging far more than the service I initially booked. As a lawyer, I am fully aware of my rights and recognize when a consumer has been subjected to deceptive practices. For this reason, I reserve the right to take appropriate legal ********* the meantime, I will proceed to post a strongly negative review of National Rent on all relevant platforms.Sincerely, ***** ** *****
Business response
10/22/2024
Thank you for the opportunity to respond. Management contacted the customer and processed a refund.
Customer response
11/02/2024
We have resolved. Than you for supporting
Initial Complaint
09/29/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was incorrectly charged a refueling fee on reservation #********* even though I refilled the vehicle to past full 12 minutes prior to checking in the car at the *************** location. Refueling was done at a gas station across the street from the rental car return. Upon reaching out to National's social media representative on X (*******), they refused to refund the refueling fee. I do have a receipt from the gas station that I am happy to provide upon request.
Business response
10/07/2024
Thank you for the opportunity to respond. Management processed a refund of the refueling charge and sent the customer an updated invoice via email.
Initial Complaint
09/20/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My rental agreement is ********* On 9/18/24 at 3:16 pm I returned my rental vehicle at ***** at ***************************************** and left a suit blazer draped over the driver side rear ******* 6:13 PM I filled out a lost item report.On the Alamo lost items page there were notfifications of two coats that were found on 9/18/24 at this location.I attemped to speak with an agent in *******, but Alamo prevents customers from speaking with the local office.On 9/19/24 I spoke with an escalation specialist named ***** and was advised that a supervisor at the local office would contact ***** of 9/20/24 no one from ***** in the ******* office has contacted **** need my property located. I will make arrangements to handle the return of my property with Alamo, but they are obligated to communicate with me and cannot obstruct and gaslight me as they have done.
Business response
10/02/2024
Thank you for the opportunity to respond. Management connected with the customer and facilitated the return of the lost item.
Initial Complaint
09/20/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
******** ****** **************************************** *************************** *************/19/24Better Business Bureau[BBB Address][City, State, Zip Code]Subject: Complaint Regarding Improper Charges by ************ National Car RentalDear Better Business Bureau,I am writing to formally lodge a complaint against ************ National Car Rental for improperly charging my corporate credit card. I rented a vehicle from them under Rental Agreement *********, with pickup on June 27, 2024, in *********, **, and returned it on July 1, 2024, in *******, ***On August 2, 2024, I paid a toll charge of $15.70, which included a $5.80 toll and a $9.90 service charge, using my personal credit card. Despite this payment, ********************************* charged my corporate credit card for the same toll fees.I promptly contacted their customer service department and submitted a formal request via the National website, requesting a refund to my corporate card. Additionally, I spoke with a local manager at the Santa *** ******, who acknowledged the issue but no further action has been taken to reverse the charges as of today.This delay is causing unnecessary inconvenience, and I urge Santa *** National Car Rental to resolve this matter immediately by reversing the improper charges on my corporate credit card.I kindly request your assistance in facilitating a prompt resolution to this issue.Thank you for your attention, and I look forward to your response and the swift resolution of this issue.Sincerely,******** ******
Customer response
09/20/2024
I would like to have the charge that was transacted on my cooperate credit card reversed and credited back to my cooperate card. This was a personal charge and should have never been charged to my cooperate credit card. National did this without my authorization. Once I realized the unauthorized charge, I called them and paid the toll fee on my debit card. I am asking that they reverse the charge on my credit card and cease charging customers credit cards without their permission. I reserved the car on my debit card, and my cooperate card was charged without my permission.
Business response
10/04/2024
Thank you for the opportunity to respond. A refund for the amount was processed 10/1.
Initial Complaint
09/19/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Are utilize national Rent-A-*********** for a rental in which I changed the drop off location to ********** ******* instead of ******* *******. I was quoted a price but charged another. When I called to correct this issue I was told it was an employer issue with the contract however when I called the representative, I was quoted a price, but was not directed that there was a mileage fee and I have requested this to be removed and the representative that I spoke with was very rude and disrespectful to me, and I am requesting National to remove this charge off of this rental. I have attached pictures of the quoted invoice and then the invoice that I was charged.
Business response
09/21/2024
Thank you for the opportunity to respond. Management processed a refund and emailed the customer an updated invoice.
Initial Complaint
09/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On August 10th 2024 I arrived to national car rental at *********** and proceeded as usual to a car with no upgrade fee listed on a hang tag as per their corporate guidelines. As advised by a manager on previous rental with my status I can take any car without an upgrade fee. On checkout the agent said I agreed to $45 more per day, no agent ever spoke to me. I went to exchange the car with a much more common model and the agent went to my window to say I couldnt take that one either. I called customer service and while on the phone and the employee took the phone from me and walked away with it. I had to follow him and pry it out of his hand at which point he told me thats it I dont get a car. I have an upcoming rental and will be unable to get a car, I have over a week of free days that cannot be used and was harassed by a frustrated employee acting outside of corporate norms. At this point my goal would simply be to resume renting cars with them and having that site act like others and if theres a car that costs extra put a hang tag on it with the extra cost listed.
Customer response
09/18/2024
4106 International ***************************
Customer response
10/30/2024
My complaint has been resolved.

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforNational Car Rental

Need to file a complaint?

Complaint Details

Showing all complaints

Customer response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary