Again National Rental Car did an outstanding job. The staff was friendly and professional, the car I picked out was clean and ready to go. I do have a complaint- At the time of picking up my car the agent informed me that National Rental Car will be putting a $300 hold on my card. This was in addition to the rental charges. This charge was for all Michigan drivers. When I turned the car in, I asked about this charge and was told this is done to encourage local drives to rent cars from other locations than the airport. NRC wants to maintain their fleet of cars for out of town guests and business travelers. If this is the policy going forward, then the local Enterprise locations, need to do a better job of being open on the weekends, and supplying vehicles. I support the auto industry and when I travel, I need a specific Make of vehicle. I certainly can't drive a Chrysler to a GM plant, or a GM to a Ford plant. Enterprise can't guarantee any make or model when making a reservation. It is best effort only. The make of vehicle may not be available with a local office that has a much smaller inventory of cars. Finally, the airport NCR is the only location in the Detroit Metro area. My rating is for the local staff and service they provide.
The National program, Emerald Club, is a very good program as I like to close my car. The Detroit National location at best is mediocre.bCars are always dirty. Windows never clean inside or out. Always some sort of trash still in the car. I use them as I like to pick the type of car I drive. Hertz does a much better job of providing a clean car. Nationals point program is also on the weak side as it takes a full year of renting almost every week to get enough free days for a vacation rental. Also, their promotion 1-2-Free never appears on your statement you have to call to see what you have earned and you can't combine it with other free days earned. I understanding is free however almost better not to offer if it inconveniences the customer. Lastly I am executive elite with National. Doesn't mean much. Everyone who gets off the bus in Detroit gets to pick any car in any aisle, even executive rows, if a member of the Emerald Club. But if you are hung up on picking the type of car you want to drive, like me, you use National n
I use National rental car as part of my company's preferred car rental service and am an emerald club member. All of my rentals thus far have been good, except for the last time out of Detroit (at DTW). I rented a car that was clean but had a very strong and unpleasant odor. It may have been that a customer smoked in the car but I should have noticed that at a late night pickup of a rental, with this car being the only car left out of all mid-size sedans, there was something negative about it and people were staying away for a reason. This was a rental that I had to keep the windows slightly open while highway driving to keep from becoming ill. For vehicles like these, I would prefer for National to take them out of the rotation until the they could be further cleaned. Overall, National has been a good provider of rental cars for me and makes the process near seamless (i.e., straight from the shuttle bus to the car and on return, from the car to the shuttle bus... no office visit required).
Pros: -friendly staff -clean transport buses -easy contracts/check out with Emerald Aisle -great selection of vehicles Cons: - A couple vehicles were smoked in, had to check several before finding one that did not smell -the bus driver on my return to the airport was texting and driving, I had to ask him to please put his phone down. -at return the attendant charged me for gas fill option when my reservation did not have the option included and I delivered the car full of gas (which he checked). I had to call customer service and wait 10 minutes on line to have this corrected. My fault in this was not checking my receipt until the bus ride to the terminal. Suggestions: -If you allow smoking in vehicles, then please have designated ones. -use camera's in the buses on the drivers. If violating safety protocols or traffic laws, then discipline appropriately. -Allow customers to see a print out of charges before running charges on the hand held scanner, to confirm accuracy.
I always rent from National and use the Emerald Club. This time in Detroit I had a choice of many Chrysler Town & Country vans-not too exciting! The pick up was uneventful and the car was clean (except the inside of the windows). The turn in was very frustrating as I followed the cones to the National side of the facility and after a few minutes a worker told us that cars were only being accepted on the Alamo side. After moving the car the turn in was uneventful. We had to wait between 5 and 10 minutes for a return bus. Other customers on the bus asked for the driver to depart for the terminal as they were running late. The driver said that she could not leave until a another bus was there to pick up customers - not sure why we had to wait! The driver contacted her supervisor who approved the departure. Most National locations around the country have the driver assist the customers with bags - in Detroit the drivers sit in the drivers seat...maybe a chance to improve?
Very disappointed in my experience at the DTW National Car Rental. My reservation paperwork said to go to the counter. There was only one counter person (at a major rental center, i.e. the DTW airport), resulting in a long wait to speak with someone to pick up my car. The counter person said that since I was an Emerald Member that I should have gone directly to the Emerald Aisle (so why didn't it say that on my reservation?). The counter person also said that I could only choose a certain type of car up to the Mid-size that I had reserved. Yet, when I finally checked out at the gate, I asked the person to confirm that I had chosen a car size consistent with my quoted price, and she said that I could choose any car from the Emerald Aisle. It seems to me that National needs to get back to the basics by defining their standard processes and products and then properly training their people so that the customer can have a consistent and pleasant experience.
Performs as expected, until you report something lost. Pros: Pickup from the Airport, Shuttle back to Airport, Friendly staff, easy to find (via road signs) location, clean & fully-fueled cars. Cons: (Related to lost & found reporting) Customer Service via email and phone a bit off. I left an email reporting a possible lost item and received an immediate 'not found' response. I also left a Voicemail with the local office and was told "sorry, this vehicle was already put back in service. But we'll double-check if it's in the car." A definitive Yes or a definitive No would have been more reassuring. Instead I'm left with waiting until the car is returned (and assuming it was indeed left there) and hasn't been recovered by the driver who asumed the car after me. Overall, still a fan of National, as it relates to performing their primary duties (paperwork, terms of service, etc.) but not impressed by how they triage lost and found.
I am a Presidents Club level at Hertz and they will never see me again. After weeks of dealing with the worst Hertz location in the world (Detroit Metro airport) i made the jump to National. They gave me Emerald Executive status and I was treated like a king. Got off the bus and was greeted by an attendant (something Hertz never does) and immediately shown to a Jeep Grand Cherokee. YOU really do have your choice of any car in the aisle and there was an assortment to choose from. Minivans, pickups, SUV. You name it and they were there. Getting out of the gate was simple. At Hertz they would have one gate open and cars backed up 10 deep. Here there were three gates open and it only took one minute to get me processed and on my way. Head and shoulders above Hertz. Do yourself a favor and rent from National. I used to dread the rental car experience. Not so any more.
I have used National a lot this summer. Most of the experiences have been okay. The selection there is awesome...I've been able to rent my preferential vehicle almost every time, and the one time I wasn't, I got a comparable car. Most of the employees there are good. Very friendly and quick to help. My biggest complaint has to do with the shuttle which connects the rental center to the airport. There have been times that I've had to wait at the curbside of the airport for around 20 minutes waiting for the bus to show up. And there is one shuttle driver who I actually witnessed yelling very rudely at customers to "hurry up and get on the bus or I'll just leave you here for the next driver"...and this was after we'd been waiting for her to show up for 15 minutes. Honestly, if they could get the shuttle issues resolved, I'd probably give them a full five stars on service too.
I have rented several cars from this location. I have never received a vehicle that was clean, exterior or interior. Chicken nuggets under the seat a few weeks ago, a straw on the passenger seat last week. The inside of the windshield was so dirty I had to stop at a gas station and clean it with a wet rag. My gas tank was between 3/4 & full when it was supposed to be full. They did credit my account for the fuel. The car itself was great, 2014 Impala. 10 more minutes in the cleaning & fueling process and I would have been satisfied. They had a manager call me this week when I voiced the fuel issue at the check out. All they could say is "sorry sir". The only reason I keep using National is the rewards program. Maybe time to find a new rewards program.