Complaints

This profile includes complaints for National Car Rental's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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National Car Rental has 44 locations, listed below.

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• 

  National Car Rental

  600 Corporate Park Dr Saint Louis, MO 63105-4204

• 

  National Car Rental

  3400 E Tahquitz Canyon Way Palm Springs, CA 92262-6970

• 

  National Car Rental - Serving Montana

  1901 Terminal Cir Billings, MT 59105-1990

• 

  National Car Rental - Serving Montana

  2800 Terminal Dr Great Falls, MT 59404-5501

• 

  National Car Rental

  1 Arrivals Rd Philadelphia, PA 19153-3708

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:07/09/2025

  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.

  On May 15th, 2025 my wife rented a vehicle from the North Cantion location of National Car Rental to use for personal errands while visiting. On May 19th, 2025 she and her brother brought the vehicle back to return. A National/Enterprise rental employee took delivery of said vehicle, signed off on the vehicle with no damages. Approximately 30 days later we recieved notification that she was being blamed and charged for damages that were found on the vehicle. She contested the claim as both her and her brother were present at the time of the vehicle return and both have said that no damage or accidents occurred while the vehicle was in her possession. We recieved an estimate and low quality photos without time stamps that do not coincide with what the damage is claimed to be. We have gotten no further communication from National as our emails are going unanswered. To recap:1. The estimate of $2,530.37 for damages and loss of use is not only excessive, but we are also contesting any damages incurred during my wife's possession of vehicle. 2. No real supporting documents on damages as we were told the rear bumper was cracked...but the photos only show a scratch. 3. No evidence presented to us rules out the most likely scenario that the damage happened before or after my wife's possession of the vehicle. Damage claim number: ********

  Business Response

  Date: 07/15/2025

  Thank you for the opportunity to respond. A response is attached.

  Business Response

  Date: 07/15/2025

  Thank you for the opportunity to respond. The document was not properly attached to the previous response. However, the document has been attached to this response.

  Customer Answer

  Date: 07/16/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Thank you ******* for your attention to this matter and this resolution. 
   
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/08/2025

  Type:Product 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 concerns the ************, *********** location. I have now rented from this location 4 times for extended time periods in **. I am comparing my time with the multiple National Car Rental locations that I have rented from. The location in ************ purposely holds newer and better vehicles from the Emerald **** program. Every vehicle I have rented has smelled like an ashtray and is very dirty. I have to spend 30 minutes cleaning it myself. I have never had a problem finding a 4x4 with clearance in any other location. They have the vehicles but either dedicate them to the other sub companies or do not put them in service. The staff at the ************ location is hard to find and even harder to work with. The staff gives preferential treatment to those who speak Spanish. I have witnessed twice where they have given a vehicle that I have enquired about to someone who spoke Spanish. I am very disappointed in the lack of vehicle availability and in the staff at the ************ location.

  Business Response

  Date: 07/09/2025

  Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and resolved the matter. 

  Customer Answer

  Date: 07/11/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The individual that called me did not really commit to resolving anything. He did not really listen to my concerns, but read from a script of what he has told others in my same situation. I feel that this is a organizational issue with this location that will not be corrected by a complaint that I have experienced. This location in ************ believes that they are different from all other locations and thus does not have to follow the policies and procedures of other National Car Rental facilities. It is concerning because overall National has always been a good partner with my organization.
   
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/07/2025

  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.

  On July 3, 2025, I rented a minivan from National Car Rental at *******-Tacoma International Airport (Agreement #*********) for a one-way trip to *************, returning the vehicle on July 6, 2025. After return, I was unexpectedly charged $1,148.34 for "excess mileage" at $0.45 per mile plus the the subsequent taxes. 1. ************* contract rate (USGCRA TDY - ALL OTHER GOVERNMENT) is advertised throughout National's website as including "unlimited mileage" with no clear indication that one-way rentals are excluded from this benefit.2. The rental agreement lists "EXCESS DISTANCE CHARGE" at "$0.45 / MILE" with "$0.00" shown as the initial total. The agreement fails to define what constitutes "excess" mileage or at what point charges begin to apply. Several other charges (hourly, weekly, monthly) are similarly listed with $0.00 amounts, reasonably suggesting these fees would not apply.3. When questioned, National provided the confusing statement that "there is no mileage limitation, the one-way fee for rentals through this account is calculated on a per mile basis" - directly contradicting their "unlimited mileage" advertising.4. **************** Response: - Submitted an online ticket on July 2, 2025 at 7:19 AM CDT requesting clarification on government contract terms, which remained unanswered for over 6 days - Inquired about contract terms at pickup and was assured by ****** staff that "everything looks good" - After discovering the charge, two National representatives assured me within 24 hours that the issue would be resolved - Ms. **** at ****** subsequently denied assistance and redirected me to my travel agent, who she knew was unavailable 5. As an Executive Elite member and active duty military officer mid-reassignment, I expected transparent pricing and reliable service. Had I been properly informed about mileage charges, I would have selected a different vehicle class from National's Emerald ******

  Customer Answer

  Date: 07/08/2025

  Issue resolved. There was an area which disclosed no miles included. This can be deleted 

  Customer Answer

  Date: 07/08/2025

  ******* at SeaTac ************ called me at 1632 CDT on 8 Jul to state i will be getting refunded and he will confirm with corporate. I told him this message follows other email traffic. He told me I could call back for questions or concerns 

• Initial Complaint

  Date:06/29/2025

  Type:Product 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 has completely robbed me of a rental reservation. I paid for a luxury vehicle that had bald tires and caught a flat at an airport, I returned the vehicle only to be downgraded & put in a dirty vehicle with no oil and still charged the same amount. I was told by customer service that it was fine to go ahead & do a swap & the location refused to help. They then told me there were no cars and to try all the local locations & then return when I can make a reservation online for an available luxury car. I spent the weekend not working, traveling to multiple branches since there is only a 1800 and not direct line to most places all while still being charged a high amount for a downgraded vehicle. I returned to the airport location to return the car with no oil & upon seeing that there were luxury cars available. I was once again refused a luxury car and given another downgrade. I was told to drive 4 hours back to the original location just to deal with the issue. This has been a nightmare and cost me more issues outside the rentals. The car given to me had to no room for luggage so rooms needed to be paid for just for storage. I feel 1000% just tricked by this company and its membership offers of priority level customer service and never being downgraded. This is false advertising at its best

  Customer Answer

  Date: 06/30/2025

  Rental agreement *********

  Business Response

  Date: 07/02/2025

  Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and processed a refund to resolve.

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. National ****************** reached out & took care of me beyond my expectations. Im very satisfied with the result 
   
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/13/2025

  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.

  Hello National Rental Team. Today is the day I never forget in my life what happened and last day to rent any car from National and your parent companies even for personal and Business trips. Even If I dont get any response on this I will even hire a lawyer and get sued as long it goes. Initially I rented a vehicle round trip from MCI ***** to ***** drop off as same location. I am a executive elite member and i took the 7 seater suv since we are 6 adults and one 3 months old baby going to ******* for a family trip and i think after 3 around 11 pm CT it started bliking mal function mal function and engine needs to turned off and we pulled over and its same and we continue to drive some time and still continutes engine keep blowing large sound even driving 5 miles per hour and i called road-side assistance around 1 AM no one answered and somehow I managed and made it to ******* and went straight to ORD airport after dropping my off my family and even went to car return at ORD the folks are even shocked with the sound of the engine making and here is the actual thing happened whoever that guy its is he needs to learn and respond he will simply said either you can leave or take this same car we dont do any exchange any cars over here even after showing mal functions and all I said if I die and hit someone with is knocking he said we dont know we dont care what the h*** you will have all recordings right pull it out and you can go on same car try on MDW airport and then we called again Road side assistance told to reserve 7 seated car and I was told that its all good to go MDW and exchnage it and then i went there there was not cars and lady told either you can switch to 5 seater and you can use same car even though it has some problem we dont care and left with no options evn thoigh are 20 cars available for reservations but she dont want to. this is not done they let me drive a almost 4 hours near by locations reserverd go here there. Please call me I have to explain.

  Customer Answer

  Date: 06/16/2025

  *********

  Business Response

  Date: 06/30/2025

  Thank you for the opportunity to respond. Management has set up a call with the customer to address their concerns.

  Customer Answer

  Date: 07/01/2025

  Complaint: 23466102
  
  I have reviewed the business' response and am rejecting it because: I didnt received any call from legal team about this. 
  
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/02/2025

  Thank you for the opportunity to respond to the complaint. Management spoke with the customer who stated there is no resolution that we could offer to resolve. Unfortunately,there is no further action we can take to resolve.

• Initial Complaint

  Date:06/12/2025

  Type:Billing 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 rented a vehicle through National Car Rental and was told by a representative that I would receive two free rental days as compensation due to an issue with my previous rental experience. This was acknowledged and confirmed during a phone conversation with their customer service ******** of those free days was supposed to be used to fully cover a days charge from my rental that was clearly stated on the call, which I recorded. Despite this, National has continued to send me billing notices for that exact day, completely ignoring what was promised.I followed up by phone, but no one returned my call, and no correction has been made. I am now being held responsible for a balance that should not exist.?What I Want:Immediate removal of the balance owed Written confirmation that my account is settled A guarantee that no negative reporting or collection action will result ?This issue has caused unnecessary stress and wasted time. I am not requesting anything that wasnt already offered I just want National Car Rental to honor its commitment and correct this situation.

  Business Response

  Date: 06/14/2025

  Thank you for the opportunity to respond. Management has reviewed the complaint and applied two free days to the rental balance. Management also left the customer a voicemail consisting of a review of all charges and the balance remaining.The customer is responsible for the outstanding balance and has been provided managements contact information should any concerns arise.

• Initial Complaint

  Date:06/11/2025

  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.

  In connection with my rental from National Car Rental return at the *************************************** location, I was wrongly charged $361.85 for a lost keydespite returning the key the same day I returned the vehicle. I even have photo proof of the key handoff and confirmation from the staff member on duty who acknowledged that no charge would be made if the key was returned.Despite this, National charged my credit card. I created a customer service ticket (#******** and requested internal escalation before taking any further steps. When I received no resolution, I filed a dispute with my credit card company. After their investigation, the bank ruled in my favor and refunded the **********, weeks later, Ive received a collections notice for the same charge. I reached out again to National's Rental *********************** provided full context and documentation, and requested escalation to either the locations General Manager or a corporate-level representative. They gave me a name onlywithout any contact information or willingness to ******* this point, I have made every reasonable effort to resolve this issue directly with National. Ive acted in good faith, returned the key within the rental period, and provided multiple layers of proof. The charge is unjust, and continued collection attempts are unacceptable and damaging.

  Business Response

  Date: 06/12/2025

  Thank you for the opportunity to respond. Management spoke with the customer and will be issuing a refund to resolve.

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:06/10/2025

  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 had rented the **** Q5 2024 with National 02/07-02/17 -While driving off the ***************** the car had slid into the ditch resulting in a single car accident and damage to the front end of the vehicle, occurred 02/16 -I have Amex Premium Protection coverage through **** as my primary insurance. I had notified **** immediately and began the claim process on 02/18 -I had contacted Amex to see what is required from them for them to process the claim with National which was the demand letter and report -had contacted National and representative had informed me it will take 60 days to generate -apparently National had informed Amex that this was a salvaged property? so **** sent a request for salvage report, 03/26 -reported later **** had found that the property was sold so requested sale invoice, 04/08 -was looped into the email thread between from ********, representative from National/enterprise, and Amex. ******** stating that the car was not repaired and was not a total loss. That the car was damaged and what the invoice sent is the cost of repair. National/enterprise refusing to share bill of sale, 04/09.-thereafter, I have made multiple contacts via phone to both Amex and Enterprise to resolve this. **** stating they require the bill of sale and Enterprise refusing to provide.-I have talked to Amex they are cooperating in this process but is requiring the bill of sale to process this claim with them. Enterprise is not cooperating stating what they do with car bears no weight so they do not need to provide the sale receipt -National sent me a final demand letter (06/10) stating that this will go to collections in 10 business days because the matter is not resolved I respectfully request Enterprise: 1) cease any collection activity 2) cooperate with **** in providing the requested document 3) allow the insurance claim to proceed

  Business Response

  Date: 06/17/2025

  Thank you for the opportunity to respond. A response is attached.

• Initial Complaint

  Date:06/10/2025

  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.

  Urgent: Repeated Failure to Fulfill Confirmed National Reservations at GSO.The National counter at *** has failed to honored confirmed reservations multiple times in the recent months. These reservation were booked, confirmed, and booked with a corporate card. These two most recent cases incurred:May 13th reservation **********. I arrived at the airport on my scheduled flight at the reservation time. Was told they had no cars since 9am, that my option was he could call me ina couple days if he got a car. I had to take an **** to ************ ******** for ***** On June 9th the same gentleman was working the counter. I again approached and there were about 40 people waiting. He again mentioned they have no cars. I had to take an **** again for ****** this time. My confirmed reservation is ************* very dissapointed that this has happened to me and my coworkers multiple times in this location. And when they do have a car we wait for hours.What verification can I get that any of my future rental confirmations will have a car? How do I get my incurred expenses reimbursed.This is unacceptable from a business.

  Business Response

  Date: 06/14/2025

  Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and resolved the matter directly.

• Initial Complaint

  Date:06/03/2025

  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.

  I am a customer of ********************. In early March 2025, I attempted to rent a vehicle but discovered my account had been flagged under a ************************************ corporate codean affiliation I have never had. On March 7, 2025, Nationals *************** team informed me that I needed to provide proof of authorization to use the *** corporate account. I explained that I never worked for or attended ************************* and asked them to remove that code from my profile.On June 1, 2025, I followed up with National **************** by email **************************** and ***************************************************************** In that message, I again requested two things:Remove the erroneous *** corporate account association.Update my drivers license information (license number, current address in ***********, and expiration date).Despite multiple attempts, National has not replied or confirmed removal of the *** code. As a result, my account remains locked and I cannot complete any rentals under my own membership. I need National to correct my profile and restore my account so that I can rent vehicles normally. I have provided all necessary documentation (drivers license, proof of address) and have explicitly stated that the *** code is incorrect.Desired resolution:Immediate removal of the ************************************ corporate code from my National profile.Confirmation that my drivers license details are updated.Restoration of my account so I may rent under my personal membership without further delay.

  Customer Answer

  Date: 06/05/2025

  ******************** Number is ********* and e-mail is *********************
  
  
  

  Business Response

  Date: 06/19/2025

  Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  Boyu Du