I love National! They are always so friendly & I love the auto upgrade with my Executive class!! Ill never go back to my prior Car rental agency (Hxxxx).
I left a very valuable item in my rental car when I returned it. After panicking for a bit, I got in touch with the office in Norfolk, and within a few minutes they had located my lost item. 2 days later it was in my possession again. I can't thank the Norfolk team enough for bailing me out. 5 Star customer service!!!
Requested a car rental provide at the Navy Space A terminal. Enterprise allowed me to pick it up there and drop it off at the same location. Very efficient and top notch service.
Everything went well in Norfolk until the return. There was no shuttle service. When I asked, the attendant told me that they didn't provide shuttle. She said it was a two minute walk to the terminal. It might have been a two minute walk for her, but for someone who has just had a knee replaced and walking with a cane and trying to get three suitcases there, it's about ten minutes. If I had know, I would have dropped the luggage off and then returned the car. Very disappointing for an Emerald Exec. customer.
National Rental Car has been my "go to" company for several years, and I have sung the praises of National on many occasions. "Another great National day" has been my response. This last rental, August 30 - 31, 2016 was an unfortunate departure from the previous excellence in customer service that I have experienced at BWI and Norfolk International Airports. Instead of Emerald Club Executive service, the response I got from the Norfolk Airport National Rental Car "Emerald Club" representative was "I don't have the keys to that one. I don't have the keys to that one either, or that one." What I got was the keys that were already labeled in an envelope (didn't want to do any extra paperwork?). News Flash: That is not what National advertises as Emerald Club, and nothing like my hundreds of previous A + National customer experiences. This time you got an "F." Hope that this is not a repeatable pattern.
Always great customer service at this location. The cars are clean and well kept. Greg and Courtney really take care of their customers. I will always go to that location.
i wish I would have known my boyfriend could not make a reservation for me and pay for my rental car. When I arrived I was not even greeted. They put an 83 dollar hold on my account (when my boyfriend had already made reservations and paid thru Hotwire) .. That was fine, charge my card. After all I was going to be the driver. So to my knowledge you cannot book a reservation thru hotwire and have someone pay the bill so you can walk in and everything be easy. They had no record of anything. That's fine I was patient showed the woman at the counter my confirmation that it was prepaid. She did not feel like explaining anything to me nor try to help me understand what else I could do. So I paid, got my car, and went about my business. So they charged my account 83 dollars. Then charged my boyfriend as well as the insurance. On my documents it doesn't show the same, so I called, and I got another woman who didn't want to go out of her way to answer a few questions. They do not accept third party insurance. So they deleted the charges of the car off my boyfriends account but he was being billed 45 for insurance. My experience with this company should not alter someone's choice but I would not recommend. There are nicer companies who won't give you a confusing run around. To me, it felt like every single employee hated their job and did not want to provide any customer care. I shouldn't have to feel like i am bothering someone. It's all very basic and I wasn't asking for much. I will not be back next time.
Lazy, poorly trained staff. Deceptive business practices. We reserved a 12 foot truck to serve as a mobile storage for our wedding. When we arrived they did not have the vehicle we reserved so they gave us a much larger truck than we needed. We accepted it, as we didn't have much choice, but it turned out to be a huge inconvenience. I will fully accept not reading the fine print, but it would be nice for their staff to make customers fully aware of the return time. We would have picked the truck up much later in the day had we known pickup time was your return time. Maybe explain that when you call to inquire about the truck? Or at least when you doing the paperwork during pickup? So we pick the truck up on 10:44am on Saturday and return it at 2:15pm on Monday and yup, that's now a three day rental. Then you don't back up your claim to remove the charges for the third day by leaving the hand truck, insurance, and "environmental fee" on the bill. This was my first experience with Penske and certainly now the last. Back to Uhaul. P.S. We know you were there when we dropped off the truck. You didn't open the door, but you processed the credit card that day.
Friendly staff and very efficient pick up down stairs .
Worst experience I've EVER had with a rental car company. I denied the coverage and fuel purchase option when I picked up the car and they still put it on my bill. Now they refuse to issue a refund even though their employee is the one who messed up. I will never go to another Budget again. The customer service rep I was dealing with was extremely rude. She was talking and laughing with another employee the entire time she was "explaining" things to me...and she explained everything incorrectly. I told her NO to both of the above mentioned items yet she still added them to my contract.