RateItAll: The Opinion Network

On March 22, 2008, Seattle, WA, I forgot my sweater and a pair of gloves I received while I was in the Air Force. It took them 4 days to locate the sweater and they charged me $10 to mail it back to me. But they said that the gloves were not in the sweater pockets (where I had placed them). Over a week later, still no gloves, and I get a recording that "we can't answer the phone right now." I want my gloves back!

The employees are NOT HONEST!!!!!

If you read the fine print carefully, the National Rental Agreement Terms and Conditions specify that driving "off paved roads" negate the terms of the contract. I would bet that this rental agreement condition is common among the major competing rental car companies. However, I learned the hard-way what this truly means at National Rental Car.

On September 1, 2007 I rented a Chevrolet Suburban from National/Alamo for a week in Montana on a fishing trip to the Boulder River. On the last day of our trip, at approximately the 33rd mile point on Forest Service maintained, well-traveled, unpaved portion of Montana road 298 (running parallel to the Boulder River) the right rear tire blew a flat.

Upon contacting the National Roadside assistance number, we were immediately informed "there is nothing that National can do to help." Receiving the explanation that the onus of the cost of vehicle recovery, repairs, "loss of use," and so forth was mine, was not so much of a setback or concern. The significant impact was the sensation of blatant abandonment when informed that National was going to provide zero assistance or help with our situation. To quote the representative, "you are on your own."

A second representative with whom I spoke appeared deceptively helpful. His advice was to tow the vehicle to a paved road surface (which was about eight miles from where the vehicle was located at that time). He indicated that once the vehicle was on a paved road surface National Roadside Assistance would be able to help. While as ludicrous as this sounded, I felt quite desperate. So I complied.

After repositioning the vehicle, and another conversation with a National Roadside Assistance customer representative, we waited for well over three hours with no sign of help. I then called National Roadside assistance for the fourth time. With as much detail as possible, I pleaded with the representative to help our situation. While the representative appeared compassionate to our circumstances, she was brutally honest and informed me that our contract had been designated as a "Recovery" and that someone would be out within THREE DAYS to tow the vehicle to Missoula (over 260 miles from where were currently located). In a state of disbelief, I asked her about the status of someone coming out to get us, her response was that there was nothing noted in the log about that, and there was nothing she could do to help... again, we were on our own.

At this point of utter dismay and fury at the National customer service treatment, I cannot express how grateful I was to USAA insurance! Their roadside assistance was an absolute opposite experience. They came to our rescue within an hour after my first call to report our situation. A wrecker drove both the vehicle and the four members of our party back to the rental location at the Billings airport. Where, upon which, to add insult to injury, the agent at the National airport counter unconvincingly told me that she had attempted to call me to inform that someone was going to come get us.

My long-standing loyalty to National/Alamo is now terminated. My wife and I have used National for years. Between us, our yearly travel requirements exceed at least a dozen car rentals, if not more. Our experience has always been decent (not spectacular), but we have always enjoyed the convenience of the Emerald Isle where you can by-pass the agent counter and walk straight to a vehicle and drive it off the lot. However, with similar service options available at competing companies (i.e., Avis), the transition to move to another company for regular business is just too inviting. I cannot imagine a worse customer service experience than what National put us through.

I rented a car from National on 1/11/06 at Dulles airport (Wash, DC area). Originally, I had planned to stay for 4 days (including a Sat stay over). The rate I was given was $33.99. However, I had to leave that Friday (after a 2 day stay). To my utter dismay the per day rate increased to $99.99! The normal, non-discounted, non-Saturday stay over, is $53.95. This company is a TOTAL RIPOFF! Do not do business with these crooks! Buyer beware!

Awesome experience. Great cars. Love the Emerald Aisle.

In my experience, they're quick, competent and honest. The cars are clean and in good shape, and their prices are generally competetive.

1. Misleading Service at Las Vegas Apt site: 1 They removed driver's car manual,from car !-- despite fact that I said that car was new to me. They said that they needed to make sure that Manual was not lost to them, as they had to return it for their own lease purposes ! 2. Charges were greater at site than listed on Internet, with increase being effectively hidden, unless I played lawyer at the counter !--- seeming lack of integrity 3. Would NOT choose them again, if possible. ----MAPE

Only used them once when I got fed up with Hertz and Avis and wanted to try others. Forget it. Had to queue for ages, got sent to another queue, the staff were unhelpful, and they charged me more than any other company. Never again.

In a world where customer service seems to be getting increasingly worse, National employees shine. They are prompt, honest, friendly, personable, and extraordinarily helpful. The saying "you get what you pay for" should come to mind when you're paying that extra dollar to have things done right the first time.

I was really impressed by National's service this week. My husband left his dress coat in a car he returned to National in Nashville yesterday. Realizing his mistake, he called me from an airplane yesterday afternoon to ask me to track it down. (What am I, his secretary?) Anyway, I called the office and explained the problem. I was told that no items had been sent to the lost and found, but that they would investigate and get back to me. Within 30 minutes, they called me back to say that they had located the coat. Apparently they shipped the coat to me immediately because I received it this morning, before my husband returned from his trip. Now that's what I call service!

I had the crappiest experience on National. I rented a car for one-day, and got unlimited mileage since I was going from San Fran to Reno. It sounded like it would be real cheap ($30 or so), so I decided to pay extra for insurance ($19). I wound up returning the car 25 hours later, getting charged for a full extra day of the insurance, $15 for the extra hour, and they also charged me $38 or so for mileage past a certain point. When I contested that I'd reserved the car asking for unlimited mileage, they pointed to fine print in the contract I signed saying I signed something different. Their customer service people were totally unhelpful, then I wrote an angry letter and eight months later, I haven't heard anything back as of yet. I'm official on boycott from National until they do something to make nice with me!

The best thing about National Car Rental is that they're big on the one way rentals. If you've ever tried to rent a car and drop it off elsewhere you know what a pain this can be, and how expensive (if even possible) it is. National, though, allows one way rentals to just about all their locations. Recently, a friend had to get to an airport about 2 hrs. away and for $30 she could rent a car and drive it herself. Pretty good.