I've been renting from National O'Hare for the last 8+ years, with about 25 rentals per year at this location. I've seen this location at its best, and I've experienced it at its worst. At its worst (6-7 years ago), the workers would hold back SUVs during the snowy winter days, and then ask for an under-the-table handout (cash) to get access to those vehicles, which should have been put out on the executive selection lot. They would only put out sedans, but keep the 4x4s and SUVs around the corner, hidden from sight. For $10 - $20 extra dollars cash, they would bring one to you, warm and ready to go. It's important to note that this practice has since ended. At its best (last couple years), the cars are clean, the workers are pleasant, and the experience is seamless. Most of the time, the experience is fine. As you are waiting for a bus from the airport to the rental location, you can expect to see 3 - 4 Avis and Hertz pickup buses past by for every 1 National/Alamo pick-up bus. So, when it comes to being picked up from the terminal, timing is everything. During my most recent visit, the pick-up/check-out process was great. When I dropped off the rental car for check-in, there was no one available to check in the vehicle. I waited several minutes for someone to help, but no one was around. Running late for my flight, I left the vehicle in the drop-off lane and hustled to the National bus for shuttle service to the airport. Later that evening, I noticed that the vehicle still showed “overdue” on the online website and on the National app. That same evening, I called the customer service line to explain the situation and get the check-in resolved. The customer service voicemail message said "For prompt service, send an email to the on-duty manager at NationalChicagoOHareIL@national.com". However, that email address is incorrect - it is actually supposed to be: NationalChicagoOHareIL@nationalcar.com. That needs to be fixed on the voicemail. I never received a response from the on-duty manager. So, the next morning, I called customer service during their normal hours, and the representative was able to check-in my vehicle. Ultimately, it's my fault for being late for my flight and not waiting for the vehicle to be checked-in (get receipt/proof of return). At the same time, if someone calls the National O'Hare location, which is open 24 hours a day, outside the normal customer service hours, there should at least be a mechanism in place to address after-hours customer concerns in a timely manner as described on the voicemail message. All-in-all, I rate this location high in overall experience. Like with any company, there are areas of potential improvement. In this review, I've tried to create the proper balance of highlighting opportunities for improvement and recognizing the areas of strength.
I rented a car from Enterprise on 8/3/2015. I had to choose Enterprise, as it is a corporate partner with my company and I was forced to choose the lowest rate of the rental providers. This was my first time with Enterprise and I had to set up a new online account. That was easy and booking was easy (through my corporate travel site). On the positive side: Upon arrival, I was professionally greeted, the counter staff was very pleasant and it took about 15 minutes to check in, review the rental agreement and obtain my car. They have very good customer service. Now the downside... . I'm a corporate traveler. I usually take early flights to Chicago and arrive by 6:00 – 7:00 am. I travel frequently and I am used to other rental providers who provide "enhanced" service, in the form of frequent traveler programs such as Fast Break from Budget, Avis Preferred or Hertz Gold Plus. The programs allow you to arrive, go directly to your rental car and drive away. This is the service that I want/need. While Enterprise may believe that "personalized, counter based service" is what I want, it is not. I do NOT want to stand in line for 15 to 20 minutes to get my car, especially on a 90 degree day in August or a -10 degree day in February. Until they provide this service, I will request an exemption at my corporate travel site, which would permit me to utilize a rental company that provides the level of service I want/need, not what Enterprise "thinks" I want.
I am usually a Hertz Customer, but decided to try Enterprise due to the lower rate offered. Shuttle Ride: The Shuttle ride was great and the driver was helpful with my luggage. Check-In: The one on one customer service threw me off a bit as I am use to getting my Gold Number at Hertz and walking straight to my car. It was great to talk with someone at Enterprise, but I will say that I thought the process was very slow and seemed unorganized. I would prefer to arrive and have the car assigned already upon my arrival with the option to switch cars on my own if I'd like. Car Rental: The car that I reserved wasn't available. They gave us a Mazda mini SUV. The car was dirty and they wouldn't offer to wash and vacuum it. The rep seemed unconcerned with making sure that I was satisfied with my rental. Was in a rush to a wedding so I didn't have time to prolong the check out process. During the rental period the Check Engine Light and another light kept coming on, which did not make me happy. Customer Service: Upon my return they asked me how the rental was and I gave my honest feedback. I had a chance to speak with the manager on duty, Quay, and she was very kind and concerned about my experience. She asked what would make me a happy customer...and I asked that the rental be comped for free. She had no problem with doing that...So I walked away as a happy customer which changed my rental experience from bad to excellent with Enterprise.