Business Profile

Car Rentals

National Car Rental

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for National Car Rental's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

310 total complaints in the last 3 years.
114 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:07/21/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I left my wallet in a rental vehicle on 7/14/25 and have been calling since that date with no clear direction on how I can obtain my wallet. I even offered to come look for it myself. A representative today told me they dont have time to look for it and no one at the branch will answer the phone. This makes absolutely no sense. All of my bank cards and corporate cards are in the wallet.
Customer Answer
Date: 07/29/2025
The business contacted me today and let me know my wallet was found with my cards. They apologized for the information received from the lost and found employee. Please close the complaint as resolved.
Business Response
Date: 07/30/2025
Thank you for the opportunity to respond. Management located the lost item, notified the customer, and coordinated a pickup time with the customer.
Initial Complaint
Date:07/18/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 28th, I rented a car online with National. Reservation number **********. I specifically rented a CONVERTIBLE, paying extra for this particular vehicle. Rental was from July 9-16, picking up in DTW and returning at *********************. Total cost was $583.65. Upon arrival, I was told that the convertible was not available and that this was "often the case because they come back damaged". I was given a "luxury sedan", which I never would have reserved. I realized after I left that the sedan only had half a tank of gas. On July 14th, I sent an email to the manager, who had given me her card, asking for a refund for $50, which was the approximate additional cost I had to rent a convertible, as well as $50 for the gas that I had to pay for (even though I also returned it full). I have not received any acknowledgement or response.
Business Response
Date: 07/18/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Customer Answer
Date: 07/18/2025
This has been resolved and they refunded my money. Thank you!
Customer Answer
Date: 07/21/2025
This has been resolved. Thank you!
Initial Complaint
Date:07/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The damage was present at bumper at pickup, we did not conduct a damage walk through pre-or post check in. I then received a damage invoice from Enterprise (attached) around damage.
Business Response
Date: 07/18/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:07/16/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 4, 2025, I called customer service to follow up regarding free rental days that we supposed to be deposited into my ******* club account from the *********** and ************** locations. I was transferred to the escalations team and spoke with a *** who identified himself as ****. Towards the end of the call, **** told me that he was able to deposit the rental days info my account from one of the locations; however, I told him that I wasn't able to see the days deposited and he told me that he already deposited them and disconnected the line. I called back to file a complaint and spoke with another *** and requested that the call with **** was reviewed. On July 5th, I received a call from someone named ***** at the ************** location and I notified her regarding my experience with **** and she stated that a regional manager who be reaching out to me but I have but heard back from anyone. I'm extremely frustrated and disappointed because this is not uncommon for National's customer service to be so rude and unprofessional. In addition, I still haven't gotten my issue fully resolved nor has anyone contacted me regarding my complaints. I am once again requesting that someone reach out to me to address my issue and I would still like the call to be reviewed between myself and ****. I'm extremely fed up with this behavior and if it continues I will dissolve all corporate and personal business with National Car Rental and it's affiliates.
Business Response
Date: 07/23/2025
Thank you for the opportunity to respond. Management has conducted a comprehensive review of the customers accrued loyalty benefits. We have confirmed that the two free days for the complaint regarding our ******************* location were allocated to the account on 7/4/2025. We have also confirmed three free days for the complaint regarding both our Tucson Airport location and a customer service experience were allocated to the account on 7/17/2025.
Customer Answer
Date: 07/23/2025
Better Business Bureau:

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

Sincerely,

****** *****-*****
Initial Complaint
Date:07/09/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 15th, 2025 my wife rented a vehicle from the North Cantion location of National Car Rental to use for personal errands while visiting. On May 19th, 2025 she and her brother brought the vehicle back to return. A National/Enterprise rental employee took delivery of said vehicle, signed off on the vehicle with no damages. Approximately 30 days later we recieved notification that she was being blamed and charged for damages that were found on the vehicle. She contested the claim as both her and her brother were present at the time of the vehicle return and both have said that no damage or accidents occurred while the vehicle was in her possession. We recieved an estimate and low quality photos without time stamps that do not coincide with what the damage is claimed to be. We have gotten no further communication from National as our emails are going unanswered. To recap:1. The estimate of $2,530.37 for damages and loss of use is not only excessive, but we are also contesting any damages incurred during my wife's possession of vehicle. 2. No real supporting documents on damages as we were told the rear bumper was cracked...but the photos only show a scratch. 3. No evidence presented to us rules out the most likely scenario that the damage happened before or after my wife's possession of the vehicle. Damage claim number: ********
Business Response
Date: 07/15/2025
Thank you for the opportunity to respond. A response is attached.
Business Response
Date: 07/15/2025
Thank you for the opportunity to respond. The document was not properly attached to the previous response. However, the document has been attached to this response.
Customer Answer
Date: 07/16/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Thank you ******* for your attention to this matter and this resolution.

Sincerely,

***** ********
Initial Complaint
Date:07/08/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This concerns the ************, *********** location. I have now rented from this location 4 times for extended time periods in **. I am comparing my time with the multiple National Car Rental locations that I have rented from. The location in ************ purposely holds newer and better vehicles from the Emerald **** program. Every vehicle I have rented has smelled like an ashtray and is very dirty. I have to spend 30 minutes cleaning it myself. I have never had a problem finding a 4x4 with clearance in any other location. They have the vehicles but either dedicate them to the other sub companies or do not put them in service. The staff at the ************ location is hard to find and even harder to work with. The staff gives preferential treatment to those who speak Spanish. I have witnessed twice where they have given a vehicle that I have enquired about to someone who spoke Spanish. I am very disappointed in the lack of vehicle availability and in the staff at the ************ location.
Business Response
Date: 07/09/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and resolved the matter.
Customer Answer
Date: 07/11/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The individual that called me did not really commit to resolving anything. He did not really listen to my concerns, but read from a script of what he has told others in my same situation. I feel that this is a organizational issue with this location that will not be corrected by a complaint that I have experienced. This location in ************ believes that they are different from all other locations and thus does not have to follow the policies and procedures of other National Car Rental facilities. It is concerning because overall National has always been a good partner with my organization.

Sincerely,

******* ******
Initial Complaint
Date:07/07/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 3, 2025, I rented a minivan from National Car Rental at *******-Tacoma International Airport (Agreement #*********) for a one-way trip to *************, returning the vehicle on July 6, 2025. After return, I was unexpectedly charged $1,148.34 for "excess mileage" at $0.45 per mile plus the the subsequent taxes. 1. ************* contract rate (USGCRA TDY - ALL OTHER GOVERNMENT) is advertised throughout National's website as including "unlimited mileage" with no clear indication that one-way rentals are excluded from this benefit.2. The rental agreement lists "EXCESS DISTANCE CHARGE" at "$0.45 / MILE" with "$0.00" shown as the initial total. The agreement fails to define what constitutes "excess" mileage or at what point charges begin to apply. Several other charges (hourly, weekly, monthly) are similarly listed with $0.00 amounts, reasonably suggesting these fees would not apply.3. When questioned, National provided the confusing statement that "there is no mileage limitation, the one-way fee for rentals through this account is calculated on a per mile basis" - directly contradicting their "unlimited mileage" advertising.4. **************** Response: - Submitted an online ticket on July 2, 2025 at 7:19 AM CDT requesting clarification on government contract terms, which remained unanswered for over 6 days - Inquired about contract terms at pickup and was assured by ****** staff that "everything looks good" - After discovering the charge, two National representatives assured me within 24 hours that the issue would be resolved - Ms. **** at ****** subsequently denied assistance and redirected me to my travel agent, who she knew was unavailable 5. As an Executive Elite member and active duty military officer mid-reassignment, I expected transparent pricing and reliable service. Had I been properly informed about mileage charges, I would have selected a different vehicle class from National's Emerald ******
Customer Answer
Date: 07/08/2025
Issue resolved. There was an area which disclosed no miles included. This can be deleted
Customer Answer
Date: 07/08/2025
******* at SeaTac ************ called me at 1632 CDT on 8 Jul to state i will be getting refunded and he will confirm with corporate. I told him this message follows other email traffic. He told me I could call back for questions or concerns
Initial Complaint
Date:07/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
***** **** **************************************** ******************* | ************ July 6, 2025 Better Business Bureau Subject: Complaint: National Car Rental Service Failures **** #*********) I experienced unacceptable service at National Car Rental: 1. June 27, 2025(***********): - Staff demanded $400 deposit due to my ******** license despite prepaid reservation and round-trip flight. - Manager ******* ******* ignored reservation/***** address, cited irrelevant DMV policies. - Refused manager escalation; counter staff upheld false policy. - Wasted 1+ hour resolving at 3rd-floor ***************** 2. July 4, 2025 (Roadside): - Declined $75 for flat tire service (used personal roadside). - National instructed swap at ********** (*********, **) after driving 60 miles on donut spare. - Enterprise refused service, forcing 40-mile return to *** on unsafe spare (100+ total miles). Failures:- Misapplied deposit policy - Staff negligence - Safety risk from improper instructions Demand:1. Full refund 2. Compensation for expenses 3. Staff retraining & apology Sincerely, ***** ****
Business Response
Date: 07/09/2025
Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and processed a refund to resolve.
Initial Complaint
Date:07/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 17 i rented a vehicle from this business. I selected to pay for the optional **************************** to protect me from any financial responsibility for damage while in my care. Prior to leaving the airport, I noticed a dent on the drivers door, but did not feel i needed to report it as I had purchased the additional coverage. Days after returning the vehicle on June 21, I received an email from this business stating that I had damaged the vehicle and I would be reponsible for a deductible of $500. I stated that there should be no charge as I had purchased the optiional additional coverage. The manager there wrote that, despite the coverage there would still be a $500 deductible. When I originally signed the agreement, I was not notified that there would be a deductible applied in this situation. Nor is it shown on my rental agreement. This is contrary to every other experience I have had with purchasing additional insurance for a car rental. I would like a refund.
Business Response
Date: 07/21/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Initial Complaint
Date:06/29/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
National has completely robbed me of a rental reservation. I paid for a luxury vehicle that had bald tires and caught a flat at an airport, I returned the vehicle only to be downgraded & put in a dirty vehicle with no oil and still charged the same amount. I was told by customer service that it was fine to go ahead & do a swap & the location refused to help. They then told me there were no cars and to try all the local locations & then return when I can make a reservation online for an available luxury car. I spent the weekend not working, traveling to multiple branches since there is only a 1800 and not direct line to most places all while still being charged a high amount for a downgraded vehicle. I returned to the airport location to return the car with no oil & upon seeing that there were luxury cars available. I was once again refused a luxury car and given another downgrade. I was told to drive 4 hours back to the original location just to deal with the issue. This has been a nightmare and cost me more issues outside the rentals. The car given to me had to no room for luggage so rooms needed to be paid for just for storage. I feel 1000% just tricked by this company and its membership offers of priority level customer service and never being downgraded. This is false advertising at its best
Customer Answer
Date: 06/30/2025
Rental agreement *********
Business Response
Date: 07/02/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and processed a refund to resolve.
Customer Answer
Date: 07/02/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. National ****************** reached out & took care of me beyond my expectations. Im very satisfied with the result

Sincerely,

***** ******

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National Car Rental is NOT a BBB Accredited Business.