Everyone was very friendly and helpful in guiding me to the Emerald Aisle to choose a car. I couldn't find one in the class I reserved so I choose one I was very happy with in the class above my reservation and no one said a thing. It had been a while since I rented with National and it seemed there some be something extra I was doing prior to checking out in the car, but nope! It was THAT simple! I was very impressed. The car was fantastic. The return process was slick, but I did forget my handicap placard in the door pocket. I called the lost and found and the car had already been re-rented, but no one had found it during cleaning I was told. The agent said he would look when the car came back, but he did not find it. I cannot verify if people there were actually searching on my behalf, or whether it was just stolen along the way, but at least my phone calls were returned and I was given a name and extension # to reach lost and found directly. Overall, I was very impressed as I have had some less than satisfactory experiences at the ATL airport car rental plaza with other companies. Will definitely use again based on Emerald Aisle, price competitiveness, free spouse driving privileges, and overall customer service.
On April 7th I booked a reservation for a vehicle at the ATL airport. I spoke with a representative and she just told me that they didn't have any vehicles but didn't even try to find a solution to assist me. I called back for another representative and they forwarded me to National stating that this was their sister company. At that point I spoke with Bob, Bob went out of his way to assist me during my visit. He was able to find me a car at another location, and this is where I met Tommy Burke. His customer service was outstanding. He was so helpful and saved me during a time I needed it the most,. Also Devian at the same location actually took us back to the airport train so that we didn't have to spend money on a cab. They were all awesome. My daughter was in town for a professional basketball tryout and we were able to do everything we had planned. If it wasn't for these guys, this would have been a horrible experience. Thanks to these guys it was a smooth trip with the best outcome. thanks to these guys!
The only problem with renting a car at the Atlanta airport has nothing to do with National, but with the airport. From the time we arrived on our inbound flight, until the time we actually managed to get to the rental car center (which isn't an easy process) and then got our car, it was an hour. Part of the problem included having to stand in line at National, because it had been so long since I had rented a car, that none of my info was correct anymore. I couldn't just go direct to Emerald Aisle. However, everyone was nice. We did get a GPS, which was a lifesaver as we drove from Atlanta to Charleston to Savannah. Next time I can go direct to Emerald Aisle, and that really makes it simple. The car itself was great -- just what I had ordered -- and we had no problems after that.
The experience was painless in choosing a car from the Executive Lane. However after picking a Chev. Tahoe because of the OnStar Navigation feature I discovered it was not activated and returned to the Ex. Lane and was professionally assited with a replacement. Only to discover the OnStar in the replacement vehicle had not been activated either. Once again the National attendant was very helpful in getting the OnStar activated. Although everyone was very helpful in resolving the proble, the whole process defeated the benefit of the Pick-Car-And-Go Strategy by National. I will give you a good rating this time but think you need to pay better attention to this detail in the future! What should have taken a few minutes turned into about an hour.
Car was fine, if a little dirty. The guy at the rental counter in Atlanta was a real creep, using a mix of shady scare tactics to try to sell their liability insurance. In fact he raised his voice to the lady in line in front of me saying "I'm not trying to sell you anything." First he said, would you like full coverage or the "minimum" which is at best misleading. Then he named a litany of liabilities that my insurance probably would not cover, asked my deductable, etc. I think somebody should be able to decline once politely without being lectured this way. More generally speaking the guy was a jerk. It's unfortunate. More often I find Alamo employees pretty nice.
When I arrived there were three people on the counter and two customers. The agent that was free told me to wait until one of the other agents were free while he cleaned the counters and tidied up. One of the other two agents went behind a door, leaving her customer at the counter and when I left, still had not come back out. 10 minutes later, the male agent, went ahead and asked me if he could help me. He took my license and then told me I could just go to the car lot to retrieve a car. I am a new Emerald club member and next time I will gladly bypass the service counter. It was evident that there was not much interest in helping the customers at this airport.
With Emerald Club, I enjoyed being able to pick any car in the row and go, without hassles or waiting. The car was clean and ready to go and I simply got in and drove off. I appreciated being able to choose from multiple cars and decide the right one for my needs. On my business trip, I needed to drive throughout the Atlanta area (which is known for traffic) without trying to figure out where everything was on the car. I was able to choose the brand that I normally drive and everything went well. Returning the car was just as easy: drive in, park, take my things, and go. Very seamless process that truly makes a difference in traveling. Great job National!
I was pleased with everything - choices, condition of car, ease of pu/drop, and the price was okay. But, when I got the final receipt, my 8-day rental of $298 which included unlimited miles and all tax & fees (Facility Charge, 11.11% Airport Conces'n Fee Recov, 3% Car Rental Tax above the 7% sales, and Veh/Lic Recov Fee. The total was $336 either for a 30-minute early pickup or because they checked it in late, after due time, never saying a thing, or I would have waited to pick up. Most companies understand traffic or early flight arrivals, or AT LEAST tell you if they are changing things. That was not professional.
What will determine a positive experience with Enterprise Rent-A-Car is the staff members and professionalism and consistency is key. My previous rental was at the Dunwoody, GA location. My first contract was not right, because the staff person misunderstood what I came to do. After rewriting a new contract 30+ days later, things went much smoother. Matt was my primary contact until I returned the vehicle. He was professional, knowledgeable and always courteous. As long as I rent from the right location, I will anticipate a good experience. I have been renting from Enterprise for years and am an Plus Member.
I keep getting a reminder to review my rental but have been waiting for a reply to my complaint. Alas, no reply. Great SUV but not clean interior. The previous rental had a long hair dog so my passengers said hair was flying most of the time. My complaint was for the EXPIRED tags! I drove thru north Georgia and a nice trooper pulled me over to point that fact out. When I returned the car I did point it out and the nice attendant said they really should not have missed that detail! A very expensive rental with a VERY embarrassing moment!