Business Profile

Car Rentals

National Car Rental

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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.

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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:12/11/2023
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.
On Oct 13th I tried to make a planned trip through Priceline. As part of the package I rented a vehicle through National Rental Car/Enterprise, The card used was being charged repeatedly so I reported it as fraud. I tried to ask the rental company IMMEDIATELY to cancel the reservation as Priceline supposedly cancelled the other parts of the package. National Car Rental/Enterprise and Priceline gave several incorrect contact numbers and was not allowing e to communicate with them. I called the 13th and 14th of October in an attempt to cancel this transaction. I called several more times but could not get through. After Priceline and all related reservations were cancelled, I was hopeful National Car Rental?enterprise was part of the cncellation.
My credit card company opened a investigtion but National/Enterprise refuses to refund my money.
Business Response
Date: 12/22/2023
Thank you for the opportunity to respond. It appears that the reservation in question was cancelled by Priceline on 11/4/23. This was a vouchered reservation through Priceline, and we see no indication payment was taken by National, because the vehicle was not picked up.
Customer Answer
Date: 01/01/2024
I apologize. I was not aware more information was requested. I sent documentation. I am sure with the busy season, you were not able to contact the company or myself for that matter.
Hope you have a love k y 2024 & get the support necessary to keep up the thorough good assistance you offer
Customer Answer
Date: 01/01/2024
Contacted the company the same day 10-15-2023, 1 week later as well as the week of 10-15-2023. Ans as before, keep up the excellent work your organization does so well. Thanks
Initial Complaint
Date:12/10/2023
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.
Hi,

I would like to make a complaint about the recent rental experience. I rented 1-day on National in Jersey City, NJ.
1. I made the reservation to pick up the car at 8:00 am but waited for 3 hours until 11:00 am to get my car.
2. The original reservation was for a sedan but they gave me an SUV which is more gas-consuming.
3. The car is not in a good condition. The car has a mechanic problem. When we drove off the highway around 5 pm, there was suddenly smoke from the front engine and we smelled something burnt. We were in a panic and got out of the car. We called 911. We waited for half an hour until the car seemed to recover. We tried to drive it back later but the car was giving the alarm. We gave up and called tow service which cost us an additional hour.

My request is
1. Refund the fee on the rental
2. Refund the gas we had already added to the car but not used.
3. Further compensation for time loss and mental panic

My rental record number is *********.

Regards,
Xun Lin.

LOCATION INVOLVED:
NATIONAL CAR RENTAL
Address: *** *** *** ****** ***** ** *****
Phone: (**** ********
Business Response
Date: 12/21/2023
Thank you for the opportunity to respond. Management has processed a refund but has been unable to reach the customer to discuss.
Initial Complaint
Date:12/04/2023
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.
Hello, I rented a car to move things out of my dad's apartment after he passed away on 10/27. I kept extending the rental as I was having trouble finishing all the moving of his things. I made this reservation using my free days and was told that by extending it that I could just call up afterwards and use free days but I was not told that I could not use more than 7 free days in a rental. I was therefore stuck with this bill. Is there any way to apply another free day on this bill so I am not stuck with this charge.

LOCATION INVOLVED:
NATIONAL CAR RENTAL
1550 NJ-23
07470 *****, *************
Phone: **************
Business Response
Date: 12/08/2023
Thank you for the opportunity to respond. Management followed up with the customer to confirm that this had been resolved.
Customer Answer
Date: 12/08/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:11/30/2023
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.
THIS PLACE CHARGED ME FOR A FEE THAT FOR GAS AND I RECIEVED THE *** ON EMPTY AND CALLED AND REPORTED IT TO THEM AND THE OTHER FEE BALANCED COULDNT BE EXPLAINED TO ME AND THE HUNG UP IN MY FACE.
Customer Answer
Date: 11/30/2023
I been called and it was closed in October and now their rereleasing the charge and I was told by my back to contact you and I did
Initial Complaint
Date:11/30/2023
Type:Customer Service 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 wrote the below to the company ammended with the details req ****************************-I am writing to express my frustrations with National when trying to utilize my reward days.In ***** ******** #********* 6/5) I rented a van for a 7-day trip to **********. Regrettably, I forgot to assign my earned free days to the rental. Upon picking up the vehicle, I contacted your customer service to inquire if they could add my free day to the rental. They suggested asking upon returning the car.Upon returning the vehicle, the on-site team informed me that they couldn't assist and advised calling customer service again. Unfortunately, I was told that I couldn't use my free day because I rented a van. The explanation given, suggesting that providing free days for van rentals would lead the company to bankruptcy, seemed impractical.Despite my efforts, I accepted this outcome, as it was my error. However, during a recent trip, I booked an executive aisle rental (Reservation #********** quoted at ******) with the understanding that I could choose any car from this aisle at the same cost. We opted for an SUV but were surprised to find out later that I was charged the full 7 days ******** #********* 11/25 total 724.97).As a loyal customer who consciously chooses ********************** Rent A Car, I am disheartened by the difficulty I've encountered in utilizing my reward days. I believe in the quality of your service and wish to continue my patronage, but the current experience has been discouraging.I kindly request your assistance in rectifying this matter and ensuring that my earned reward days are applied correctly. I value the service National Rent A Car provides and hope that addressing this concern will contribute to a more positive customer experience.Thank you for your time and attention to this matter. I look forward to a prompt resolution.
Customer Answer
Date: 11/30/2023
*** ********** Location
1805 ******************
******* ** 85034
Customer Answer
Date: 12/07/2023
I was contacted by the Phoenix location. For national and they have corrected this issue. Thank you
Initial Complaint
Date:11/28/2023
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.
To whom it may concern,

I received a few documents claiming that a rental *** from the period of 09-14 to 09-17 was severely damaged and required a full windshield replacement.

Claim #: ********

The only evidence provided was an invoice from the repair shop which National used. Zero photo evidence has been provided and based on my understanding this was an unnecessary repair of over $1700 plus a fraudulent administration fee of $150 which is trying to be passed on to me.

Without photo evidence of the claimed damage I am not willing to file a claim with either my credit ***d company or other insurance to avoid being complicit in any fraud.

To be clear I have been a customer of National *** rental for over 7 years and have never had an experience such as this.

I have called and emailed the National customer service line and the local location in San Diego asking for the rental agreement in the dispute and was told they “lost” the document and this can’t be sent to me. I have now asked 7 times for the document.

Loyalty Number : *********
Trip #*********.

They have claimed they either have already sent the document or that’s it’s not “impossible” since they “lost” it.

This entire situation is very abnormal and honestly is approaching the realm of illegal.

Hopefully National can help get their organization in order because, honestly I’ve wasted enough time trying to get clarity on their damage claim and will simply open a charge back for the entire price of the rental and report the damage claims as fraud since apparently there is no documentation of my rental available or proof of any actual damage to a rental vehicle.
Business Response
Date: 12/20/2023
December 11, 2023

BBB

RE: Case# ******** *******
********

National File No. ********

To Whom it May Concern:

Please accept this
correspondence as our response to the complaint filed with your office. We have
reviewed the concerns raised by Mr. ********. Mr. ******** rented a 2023 Alfa
Romeo Giulia bearing California registration ******* from ********** **********
Co of Los Angeles, LLC, dba National *** Rental in San Diego International
Airport.

At the time the renter took
possession of the 2023 Alfa Romeo Giulia, the vehicle was determined to be
rented without damage. The vehicle was returned with damage. Per the rental
contract executed by Mr. ********, he is responsible for all vehicle damage
which occurs during his rental period.

After reviewing the concerns
presented by Mr. ********, and notwithstanding the foregoing contractual obligations,
we have decided to close our file as a matter of customer service. At National
*** Rental, we strive to satisfy all our customers by providing excellent
customer service. We hope that our diligent efforts to resolve and address this
matter have demonstrated our commitment to customer service.

Sincerely,

******* ******, Analyst

Damage Recovery Unit
Customer Answer
Date: 12/21/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ********
Initial Complaint
Date:11/27/2023
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.
National Executive Elite - ********* I have made a reservation on 11/6 for Full Size SUV. On the 11/16 I went to ********** Private airport and make sure I will get an upgrade for full size premium SUV, extended vehicle because I had 6 passenger traveling along with me with luggage. The manger at that time, he will make sure I will get the proper vehicle to accommodate my request. Note: I arrived at SGR on 11/19 at 3pm to make sure I have the vehicle which I reserved it. At the time the manager informed me the vehicle they had it for me is went on a recall status, so they are unable to provide me with alternative option and only able to provide to me smaller SUV. I picked up that SUV, and I made few calls to National Car Rental customer service few times someone can locate a bigger SUV or Mini Van for me. Unfortunately none of the customer service helped me. I drove all the way to *** airport to see if any manager able to provide to me exchange. when i arrived at the ***, the manager is refused to help and made so many excuses, finally he is provided Dodge Durango. It is just little better than what I had in my hand. On the 11/22 I made a trip to my destination and on the way to my trip I made another attempt and made a phone calls to ***************** person was good on the phone and told me to stop at ************** for exchange. When I arrived; the service manger doesn't even want to look at the note from customer service and refused to help me. I didn't get help or exchange of vehicle. It was one of the nightmare trip I ever encounter in my life. 6 passenger with luggage, no leg space and cramped up space, sit on the trip for 10 hours each ways. I am requesting for the full refund on this rental. The national car rental did not provide me an adequate vehicle of my reservation.
LOCATION INVOLVED:
NATIONAL *********** (SGR)
**********************************************************************-5751
***
Business Response
Date: 12/07/2023
Thank you for the opportunity to respond. Management processed a refund for the customer.
Customer Answer
Date: 12/07/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:11/27/2023
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.
I went to return a car and check it back out because I had another reservation and the service I got was not the service I’m used to getting. My friends did the same thing before me earlier and had no trouble but I was the only one who had to talk to a manager and then get the 3rd degree and talked to in a disrespectful manner. Mind you my friends who did this were caucasian but in the only one poc and I got treated like I was crazy for explaining in doing the same thing my friends were doing. I can’t get in contact with anybody to give the complaint and wanted to do my due diligence before going to social media with everything.

I was able to get the car but everybody should be treated fairly that’s all and it was embarrassing.
Business Response
Date: 12/08/2023
Thank you for the opportunity to respond. Management reached to the customer and discussed their concern with them.
Customer Answer
Date: 12/09/2023
Complaint: ********

I am rejecting this response because:

Call was made just waiting on the email with the free day

Sincerely,

**** *****
Initial Complaint
Date:11/16/2023
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.
Whom may concern:On 08/01/2023 I was driving from ******, ** to ***********, ** on my company rental car On my way my rental car start having issues. I called road assistance from the rental company, at that time my rental company was ENTERPRISE. The directive from road assistance was that I need to exchange my car ASAP in the nearby Airport at that time was the *******************. When I arrived to the ******************* the directive from the staff that was there at that time is that they didnt have any car available, that they need to change my contract to NATIONAL CAR RENTAL which for work timeframe reasons I agreed. Staff asked me for my company billing number and account which I provided him. At that time I was able to have a rental car and keep going to work. After a month I saw that I have a charge on my credit card account of the amount of $ ********. I went to a NATIONAL CAR RENTAL close by that was ********************, they explained me that they made a mistake they didnt charge the rental to my company account, they charged to my credit account because my credit card it is a default on my National Car Rental App. Even when the staff from ******************* never ask for permission to use my credit card. At ***************** the staff stated that they will fix the issued and they will reimburse the amount that they charged to me, for the next months they fix my next rental contracts. However, I never get the reimburse for that month from staff error they charged to my credit card. At this time after several calls and report they havent reimburse me the amount that they already recognize their mistake.On 11/03/2023 I opened a dispute with my bank Wellsfargo with a dispute number ********. On 11/06/2023 I called to wellsfargo for an update on my dispute. ********** representative stated that wellsfargo can't not proceed with the dispute due to they need a bank statement from my ex company to make sure that payment wasn't made to that company.
LOCATION INVOLVED;
NATIONAL CAR RENTAL
**************** ARPT (SAT)
*******************************************************************
***
Business Response
Date: 11/17/2023
Thank you for the opportunity to respond. Management worked with the customer to correct the bill.
Customer Answer
Date: 11/17/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Customer Answer
Date: 11/17/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:11/13/2023
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 had a reservation for a large suv for a price of **** euros. When I arrived they said they only had a luxury suv but would give it to me for the price on my reservation. I rented a car on July 22nd, 2023 with a reservation and signed for a Price of $1337.14 Euros ( Geschatzte Gesamtgebuhren- estimated total fee) and a day rate of ***** euros (Zeit Und Entfernug- time and distance) . See attachment and recipe 1. When I returned the car, I paid the full price agreed and owned on my Chase United Credit card at the airport return location. See receipt 2. After I left, my other credit card on file , ******************* was charged an additional and unauthorized charge of $414.99, see recipe 3. When I look on the national rental car website, I find a receipt issued after my rental was returned , receipt 4. Note they increased the daily rental rate (***** euros per day) and the total bill AFTER I returned the car and charged me an addition and unagreed to amount. This is the amount I am disputing. I paid in full the agreed to amount of my chase United card. I called the rental company location in ******* and they apologized and said it was a mistake and agreed to refund me the amount. I did not receive the refund, so I called and emailed again. They did not respond to me ( see aug 31st email) . I called the US National rental car number and they told me they see the mistake and someone would reach out to refund me and they never did. I attempted to call again and got the same information and then no contact or refund.

LOCATION INVOLVED:
NATIONAL CAR RENTAL
********************
Address: ********************************************************
Phone: ***************
Business Response
Date: 11/15/2023
Thank you for the opportunity to respond. The location is providing compensation to the customer for the situation.
Customer Answer
Date: 11/25/2023
Hello, I heard from the merchant on Nov 15th and they said they would provide a refund. However I still have not received a refund. I emailed again to ask about the status on Nov 22 and they have not responded. I was waiting to receive the refund before replying here. Please keep this item open
Customer Answer
Date: 11/29/2023
Hello, I still do not have a refund. I have emailed and called ackshey with no reply. Are you able to reach out on my behalf and let them know this is not resolved, I have not received a refund and get a contact that will respond to me. Thanks so much. Sara
Business Response
Date: 01/17/2024
A refund was processed to the card on file on 12/11/23.
Customer Answer
Date: 01/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************

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National Car Rental is NOT a BBB Accredited Business.