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

293 total complaints in the last 3 years.
115 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:12/04/2023
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,

*******************
Initial Complaint
Date:11/11/2023
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.
National car rental at EWR AIRPORT I received an email stating that I have to pay 430 USD for tolls during my rental period from 07-14 October 2023 Are you trying to scam me for this amount. I have drove to NY as follow 10/08/23 in the morning I drove from NJ to Brooklyn through Hugh L Carey tunnel and returned through Holland Tunnel( total is 43.40$ including your fees of almost 4$) 10/10/23 in the afternoon I drove from NJ to Brooklyn through Hugh L Carey tunnel, returned via Verrazano Bridge and NJ Turnpike ( total is 44.66$ including your fees of almost 4$) 10/13/23 in the evening I drove from NJ to Manhattan and returned through Lincoln Tunnel ( total is 21$ including your fees of almost 4$) So total amount for 3 days using the Ezpass is 109.04$ including your fees. I didn't drive to NY except for the above mentioned days. Please send me a copy of the official letter you received with the tolls connected to the license plate of the car I rented. Kindly revise your statement according to what I mentioned above or I will send a complaint to BBB 4DR ALL-WHEEL DRIVE License ** ******* *************** ** **** ** ****** ******* ** ******** ******* ***** ****** ******* *** *** ***************** ****
LOCATION INVOLVED:
NATIONAL CAR RENTAL
Address: ** ****** ******* **** *** ******* ** *****
Phone: ***** ********
Business Response
Date: 11/21/2023
Thank you for the opportunity to respond. We have reached a resolution with the customer to remove the charges for the tolls that she claimed to not have gone through during the time of the rental. Management put the customer in touch with our citations department where this will be adjusted.
Initial Complaint
Date:11/06/2023
Type:Sales and Advertising 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 have been a loyal National Car Rental customer for nearly a decade, even attracting the attention of an influencer agency in 2019. I encountered several issues during a recent rental, including a broken vehicle without heat and poor customer service. While dealing with these problems, I received a citation from a speed camera, which was assessed a $25 handling fee. They expected to receive a formal notice from the issuing agency in *******, as per their prior experience with such citations, allowing them to contest the fine.However, I was surprised to receive a notice demanding $237 to pay the citation without receiving the expected notification from the ***************. National Car Rental, without my consent, admitted fault on my behalf and assumed my guilt. I having moved across the country, has not received any citation in the mail, and the 30-day period for contesting the citation has passed.The financial burden of $237, on top of the $25 erroneous charge, is significant, especially since the author is currently unemployed and without income. They believe this situation is unacceptable and abhorrent, and they demand a full refund for the car rental and the $25 fee. Additionally, they request 1-2 free car rental days as compensation for the trouble.A FULL Explanation as well as related receipts is attached.

LOCATION INVOLVED:
NATIONAL CAR RENTAL
******* INTL ARPT (SEA)
****************************>STE 507
******, ** 98188
***
Customer Answer
Date: 11/08/2023
National has provided a refund as requested and thus this case is resolved satisfactorily.

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National Car Rental is NOT a BBB Accredited Business.