National Car Rental "Our Van is Ready but Not Where I thought it Was"
Written: Aug 10 '01 (Updated Oct 11 '01)
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Product Rating:
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Pros: Nice vehicle, good rates
Cons: Poor service, only given 1/2 tank of gas at pick up
The Bottom Line: Not recommended, the local office was closed and the vehicle was given to us with a 1/2 tank of gas and dirty interior.
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| ritag11's Full Review: National |
Our family was planning our semi-annual vacation to the East Coast and as usual we rent a minivan to make the trip easier for us and to save our small cars from the 1500 mile trip. About six weeks prior to our planned departure, I began to make the phone calls to inquire about rates and availability. National offered us a 2000 or 2001 model year minivan for $300 a week plus tax with unlimited miles. Great deal!!!
I call the local office (this is important) a few days later to reserve the vehicle for a two week period in July. I was surprised to learn I did not need to pay a deposit or to give a credit card number. But I got nervous a few weeks later and called again to be sure we were all set. The gal I spoke to confirmed our reservation.
The week before our trip, I received an email from Discover Card stating that I could save up to 15% at National by using my Discover Card. I called the local office again and was assured that I could receive a discount, just to bring the code and my Discover Card at pick up time. No problem!! I am thinking how fantastic this rate is going to be!!
The day for picking up our minivan arrived and my Mom drives our family to the local office between her appointments. We pull into the local airport, which has a National sign near the road. I comment to my Mom, "Don't see a minivan, wonder where they keep the rentals." As I walk into the airport, I turn to go into the National Office, but the door is locked and the lights are off (it is 3 pm on a Wednesday). I go into the airport terminal and the employees tell me that National closed this office last August and they are now located in a nearby city, which is 30 miles away. Now this is a problem, I am to pickup a rented minivan at 3 pm, but I have no idea where to go.
My Mom goes on to another appointment and drops my family back off at home. I again call the local phone # (one that is in the new May 2001 phone book) and get an answering machine. A few minutes later, I receive a call from the office manager and he tells me the minivan is ready at their office. I explain that I have called five times and the sign is still at the previous location, not one time has anyone mentioned that the location has changed and the phone calls have been forwarded.
We make arrangements to pick up the van later in the evening when I can get a ride. I arrive and the manager apologizes for the inconvenience. This does help smooth over his customer service, but the amount of time lost is considerable. Instead of being home at about 3:15 to pack, I arrive home at 8 pm with hungry kids.
Another problem, the minivan was given to me with only a 1/2 tank of gas. The office manager commented to me that he "lost his credit card and was unable to fill it up". Excuse me--but whose fault is that. He did tell me to bring it back on empty.
The third problem, the minivan's interior was dirty. I picked up a chicken nugget, nacho chips, wrappers, candy, and more trash that evening during our packing process.
I wrote a letter to National upon our return and I received a generic apology letter from them. Yes, the minivan was a nice vehicle to drive (2001 Pontiac Montana), but I do not recommend that you rent from National. I was very disappointed with the customer service.
I realize this is a lengthy epinion, but felt it necessary to tell you the entire story.
Recommended:
No
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Epinions.com ID:
ritag11
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Member: Rita Gamble
Location: Northeast Indiana
Reviews written: 64
Trusted by: 18 members
About Me:
Mom of 4 children, day care director/educator, Usborne Books and More consultant
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