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

  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

  2000 W Broadway St Missoula, MT 59808-1803

• 

  National Car Rental

  501 Camino Del Rio Durango, CO 81301-5449

• 

  National Car Rental

  4850 Buffalo Trail Regina, SK S4W 1A2

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: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

• Initial Complaint

  Date:06/02/2025

  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 booked a vehicle with the contract clearly saying the car will be picked up in ************** and returned in ************, and all cost is covered and prepaid. After returning the vehicle, they charged my for returning to a different location, which shouldnt happen. Also, they charged me for extra one day that shouldnt happen either. When I returned the vehicle, no one was there and I dropped off the vehicle as instructed. The return was in time. They processed the return the next day and used that as the return time, which was wrong.

  Business Response

  Date: 06/10/2025

  Thank you for the opportunity to respond. Management has researched the complaint and corrected the invoice. Management confirmed resolution with the customer on 6/9/2025.

• Initial Complaint

  Date:05/28/2025

  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 made a reservation with national and I called to confirm that I will be able to get a minivan for this reservation, and they confirmed this 3 times and I also have this recorded, I took a car service to the location for a few hundred dollars and they gave me a minivan but for a much higher rate I feel that this is very not a honest way to deal and very unfair and I am requesting the ** help to have them adjust the rate back for me.If they wouldn't of confirmed with me that I will be able to get a minivan I would be able to go a different rental for a good price but now its too late Thanks

  Business Response

  Date: 05/30/2025

  Thank you for the opportunity to respond. Management has spoken with the customer and offered to adjust the daily rate of the vehicle to resolve. 
  

  Customer Answer

  Date: 05/30/2025

  Complaint: 23390069
  I have reviewed the business's response and I'm waiting for confirmation of the adjusted rate. Also, they haven't confirmed yet what the rate will be for the next few months. Honestly, I think it was very clear that the rate offered should be for the full reservation term, as the *** told me before I took the vehicle that he's writing a note for this reservation that i can get a minivan. We believe in honesty and Integrity and I feel that it is very important to value a promise and their word specially for a real valued customer, and I would greatly appreciate it if the *** who called me yesterday would call back to confirm the details.
  
  I will not be available for phone calls on Saturday, and next week Monday and Tuesday due to an upcoming holiday

  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/02/2025

  Thank you for the opportunity to respond. Here is the response from our local management team on 6/2; The confirmation for the adjusted rate was sent to the customer earlier this morning. Per our agreement, we will be honoring the sedan rate for the first day of the rental due to the miscommunication. After the first 30 days, it will be full pricing for the minivan. The rate will fluctuate based on availability so the customer will need to make a reservation for the minivan depending on the days needed.

  Customer Answer

  Date: 06/09/2025

  I Appreciate their response for the first month, But I am still waiting for the phone call as the representative mentioned that he will get back to me about the other months. I have booked a car for three months and I want to know what the rate will be.

  all I'm asking is that, the representative that helped me and was very helpful should call me back to confirm as we discussed.

  My phone is ************.

  Thanks

• Initial Complaint

  Date:05/25/2025

  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.

  Sincerely,***** L. ******

  Customer Answer

  Date: 06/12/2025

  I have been a long time customer of theirs and I have given them feed back and I was placed on the *** list. I do not think is is acceptable for no apparent reason.  I did speak with someone and they said that someone and they said someone would call me but they never did.  I would like to be removed from the *** list. 

  Business Response

  Date: 06/14/2025

  Thank you for the opportunity to respond. Due to the circumstances of the customers previous ***********************, we can take no further action to resolve this matter.

• Initial Complaint

  Date:05/23/2025

  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.

  My E-Pass Toll Account was erroneously billed a total of $98.06 in FL tolls between 03/05/2025 and 04/11/2025 for a 2024 Silver Jeep Compass PA license plate *******. I rented this vehicle from National Car Rental for a single 24-hour period, picking up the *** on 11/17/2024 [*********** - ***] and returned it on 11/18/2024 [GSO - ************************************************ - **************] Rental Agreement #*********. I was not in possession of this vehicle when these toll charges were incurred, months after I had returned the rental. As soon as I became aware of these charges, I contacted E-Pass to dispute these tolls but was advised that they could not refund the money and that I would have to contact the vehicle owner, National Car Rental, for a refund. Thus, I contacted National on 04/18/2025 [Reference #********] to report the issue and have had multiple subsequent calls to their **************** and ******************************* over the past 30+ days without receiving any assistance, merely being transferred around or told to call another number. Having provided National with my E-Pass Toll statements, including the detailed date/time/location/amount history of all tolls charged and paid through my account, I fully expect National to cross-reference these tolls with the rental customer(s) responsible for these tolls and bill them accordingly, refunding me the $98.06 that I have been incorrectly charged. As a long-term Emerald ********* level reward account member, I expect better **************** from ******************** than I have received in this matter.

  Business Response

  Date: 05/30/2025

  Thank you for the opportunity to respond. Our third-party billing system directly charges the credit or debit card listed on your rental agreement. We ask that the customer ensure the ********************** car license plate has been removed from their EZ Pass account and reach out to our Billing Assistance Team at the phone number **************** or email address ******************************* for any questions regarding toll activity.

  Customer Answer

  Date: 06/06/2025

  Complaint: 23370395

  I have reviewed the business' response and am rejecting it because: I have done as you suggested and contacted the Billing Assistance Team at the number provided on Monday, 06/02/2025 [Reference #********]. The representative I spoke with said my "issue would be escalated to highest level for resolution" and that I should expect to be contacted shortly with further information. In addition, I forward all detailed records of the errant toll charges to the email address ***************************** specified by the Billing Assistance Team representative, including the above Reference number. To date, I have not received the responding contact that I was advised to expect from National.
  
  Sincerely,
  ***** ******

  Business Response

  Date: 06/11/2025

  Thank you for the opportunity to respond. Management has reached to the customer but been unsuccessful in establishing contact. Management left a voicemail and sent an email with resolution options as they intend to address the customers concerns. 

  Business Response

  Date: 06/11/2025

  Thank you for the opportunity to respond. Management offered compensation to resolve.

• Initial Complaint

  Date:05/19/2025

  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 am an Executive Elite member ******** #*********) writing to file a formal complaint against National Car Rental regarding Rental Agreement *********. I was incorrectly billed $382.93, substantially more than the agreed-upon total of approximately $341 (based on a $238.54 original booking plus a ~$103 extension).My original rental (LAX, May 10th-14th, $238.54) was extended online to Saturday, May 18th (additional ~$103). At ***, after confirming with an on-site manager that I could select a vehicle from a specific lot (excluding Porsches) and waiting over 40 minutes with my family, a different manager abruptly contradicted this and stated I could not take any of those vehicles. This misinformation and significant delay after a long journey were unacceptable and disruptive.Due to the LAX issues, I contacted customer service to exchange the vehicle in the ********. I was assured a new reservation would be made at ***, the LAX agreement closed, and that original pricing terms would be honored, despite any new pricing emails. At SJC, the replacement vehicle had a broken rear wiper. The on-duty manager assured me this would be noted, but upon reaching the exit gate, no such note existed. I had to proactively ensure it was documented to avoid potential liability.Despite the confirmed extension to May 18th and assurances regarding the *********************, I began receiving multiple "overdue" calls and texts on Thursday, May 16th, and Friday, May 17th. The app showed my rental agreement had incorrectly reverted to the original May 16th return date. As a result, I was wrongly charged an additional $195.94 and $6.90.When I called the Emerald **** line to address these escalating frustrations, the representative was dismissive and unhelpful, advising me to "go to any location in ******* and let them figure this out." This is not the standard of service expected, especially for an Elite member.This was one of the most frustrating experiences of my life. Never again!

  Business Response

  Date: 06/02/2025

  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.

• Initial Complaint

  Date:05/17/2025

  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.

  Hope this message finds you well. I am writing to inquire about a discrepancy in the citation billing information related to my recent car rental at national car rental. According to official *** website , the fee stated for the citation was $100. However, I have noticed that National has charged me $150 for this citation. So there is a difference of 50 in the charges? I would appreciate any information or explanation you can provide to help me understand this billing discrepancy. Thank you for your assistance!

  Business Response

  Date: 05/30/2025

  Thank you for the opportunity to respond. Management reached out to the customer via email, explained the ticket charges, provided a copy of the ticket and fine chart from the citys website to resolve.

• Initial Complaint

  Date:05/17/2025

  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 on May 12th in which National did not have cars available, and I waited for 45 mins. I was provided a vehicle I checked out and had the car for one day. I see on my card that I have a pending transaction for 914 that I did not authorize nor approve, plus items were left in the truck. I was so upset about this, and I have asked National to remove this pending hold in which, as of now, is still on my credit card. My bank told me National needed to do this. I called National to release this, and they said no. I was told by customer service they would add 2 or 3 days of free rental due to all the issues that never happened.

  Customer Answer

  Date: 05/20/2025

  I have a hold on my card for 914 that they will not remove. they did not put the 3 free rentals on my account or return my items from the car and i have reached out multiple times with no response 

  Customer Answer

  Date: 05/20/2025

  I have a hold on my card for 914 that they will not remove. they did not put the 3 free rentals on my account or return my items from the car and i have reached out multiple times with no response 

  Business Response

  Date: 06/05/2025

  Thank you for the opportunity to respond. Management is working with the customer on this matter. Being that it has previously taken up to a month or billing cycle to resolve, we presume the amount should be reflecting with the customers financial institution in the next few days, if not already.