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.

close

Find a Location

National Car Rental has 48 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/22/2022

  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.

  -July 2022 -around $1000 total between rental and their "charges"-committed to provide me a rental vehicle. It broke down mid-trip and could not get a hold of anybody locally to help us out, we rented cabs the rest of the time and spent over $500 getting a cab back to the airport -they abandoned us and their vehicle, and after at least 3 towing companies attempted to tow the vehicle, the bumper got damaged and they blamed us because "that was the policy we signed"-I have tried and documented numerous attempts to resolve with absolutely no effect -claim #********

  **********************************************

  Business Response

  Date: 11/15/2022

  Thank you for the opportunity to respond.  Here is the response from location management:

   

  "The customer called on night of June 30th when the branch was closed and left a message stating that the vehicle that he rented would not start, and he had to call roadside assistance to come and get the vehicle because he had to leave it on the side of the road. When we got into the office and checked our voicemail, I contacted the customer who advised me that the vehicle wasn't starting, and he had to leave on the road in ************* and he called roadside assistance for tow trucks to come and get it. I asked if he would need a switch, and he said that will not be necessary because was able to resolve travelling issues. 
  
  When the vehicle arrived at *********************** dealership in ******* (via tow truck), I went to inspect it and found damages on the unit (see pictures). I contacted the customer and advised him that there is damage to the front bumper, and he said he knew nothing about it and no idea what I was talking about and denied any knowledge of damage to the vehicle. I also advised him that we will need insurance info on the claim, but he said that it wasn't done by him, and he will not be submitting any insurance information. All towing was organized by roadside assistance and the customer said he was called by 3 towing companies in regard to the location of the vehicle, and he wasn't aware of any damage when he left the vehicle." 

• Initial Complaint

  Date:09/22/2022

  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.

  On December 12, 2021, I rented Black Audi Truck from National Rental Car at the Philadelphia Airport at 12:34pm. On the night of December 12, 2021 around 10pm, I received a flat tire. I called roadside & was told the vehicle would be towed the next morning because the service center was closed. The following morning I was under the impression the vehicle had been towed being it was listed as an unattended tow & I was told to leave the keys under the drivers seat. That night, I noticed the vehicle was indeed still in the guest parking lot. I proceeded to call roadside who said they would send vehicle recovery out to retrieve the vehicle the following morning. The next morning the vehicle was gone & I assumed it had been towed. On December 31, I received a text from Jared the Administrative Supervisor for the Philadelphia Airport location stating he was unable to find the car that was towed. The care was towed by another company resulting in a towing & storage fee close to $1500. After constant complaints, **** ********, the Regional Business Manager of Region 17CC reached out to me in March 2022 via phone & email apologizing for any inconvenience insuring all cost associated with this rental had been waived. One month later I am contacted by enterprise stating I had been put in collections as well as placed on the DO NOT RENT list due to failure of payment for the same rental agreement. Again, I reached back out to **** to have this rectified & within 24 hours I was removed from the DNR list & told he removed me from all collections efforts by the company. Fast forward to September 2022, I have been relentlessly contacted by First Financial Asset Management Collections stating I've been sent to collections over an outstanding balance of $1573.53. I have reached out to **** via phone, text & email & have not received any correspondence. I am in fear that this collection will hit my credit report & result in my score dropping. First Financial Asset Acct#-********

  Business Response

  Date: 09/23/2022

  Thank you for the opportunity to respond.  Our Consumer Collections Department has been contacted and asked to cease collection activity. Please allow 24-48 hours for the request to be completed.  To clarify, this was not and will not be reported to any credit bureau, and the customer's credit will not be affected. The customer has also been removed from any renter suspension. 

• Initial Complaint

  Date:09/21/2022

  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 had a rental with National in Florida back in august, my rental agreement number is *********. When we first got the car, it was not charged enough to get to the next changing station, the car almost died on us. After we returned the car, I got charged for the tolls, parking ticket and service fees. I used my own sunpass during my rental, I also paid the parking ticket to the Ft. Lauderdale city online myself. You guys have been charging me for the same stuff that I’ve paid already! I want a full refund on the rental and the fees charged.

  Business Response

  Date: 10/03/2022

  Thank you for the opportunity to respond.  Management has spoken to the customer and waived the rental as a resolution. 

• Initial Complaint

  Date:09/17/2022

  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.

  may of 2022 I rented a car thru Hotwire. may 6th Hotwire charged my credit card. When I checked in to get my car I was told my card was needed to pay for my car. I told the rep that I paid for my rental through Hotwire 30 minutes before arriving. She said okay I see but I still need it for your deposit. I provided my card and left with the rental. I had the rental about 4 days and returned the vehicle and printed invoice had 0 balance. The next day I checked my credit card account National charged me an additional $297 on may 10th the day I returned the vehicle. When I contacted the 800 number I was told it was for an additional charge. I asked what other charge. They said they didnt know and it didnt state, that it just said other charge.I tried for days to resolve this issue with National their customer service is very poor. I left several messages on a National v-mail and when I finally got someone they said they would resolve and get back to me. No one ever did so I disputed the $297 through my credit card company. After a few weeks my cc company credited back the $297 because they said they didnt get a response back from National about the additional charge. So In July I went to get another rental from enterprise & they had me blocked from renting cars since I disputed the unknown charge of $297. Enterprise wouldnt allow me to get my new rental because I was turned over to collections. I was given a 800 # to call they said I never paid for my rental. I spent 6 hours, which held me from my trip to resolve this. National went back and forth with hotwire for hours. ******* told them on their end they paid National. I asked National if I could email them proof I paid hotwire they would not accept. Why treat a customer this way. Finally I had to go ahead and pay the $297 that I didnt really owe so I could leave for my trip and get the new rental. Soon as I left, National called saying they did receive the money. I have not received refund & have left messages

  Business Response

  Date: 09/28/2022

  Thank you for the opportunity to respond.  In an effort to resolve the situation, a refund was made to the customer for the stated amount, and the customer was removed from any renter suspension. 

  Customer Answer

  Date: 09/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/08/2022

  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 rented a car from National Car Rental in ********, ** around July 30, 2020. When I rented the car, I did not notice any damage. I did not damage the car, and the car was only parked at a work job site where it would not have been damaged, and at a hotel where it would not have been damaged. A few days after I returned the car, National sent me a letter saying the car had been damaged. I handed the letter off to my employer, who said their insurance would cover the claim. Some months later, I received another letter from National saying I owed them money for the claim. This time, National included photos of the "damage" which showed a nearly imperceptible dent in the driver side rear fender. The photos had some sort of polarized damage indicator to show that the dent was indeed there. If the polarizer had not been used, the dent would not be visible to the naked eye. Again, I handed the paperwork to my employer who said their insurance would handle it. Yesterday, (September 6, 2022) I received a letter from National for the same claim. I am no longer employed by the firm who said their insurance would cover the damage. My impression is that my previous employer's insurance denied the claim multiple times because the claim was bogus, and that is why National is coming after me. I believe the claim is bogus, and this protracted, repeated claim process must stop. National claim number ********. National claim person ***************************** ******************, *******.***************** @EHI.com, ***************

  Business Response

  Date: 09/12/2022

  Management has attempted to reach the customer by phone three times.  They left voicemails with the customer to inform them that we are having our damage recovery unit close the claim considering the circumstances of the situation. 

  Customer Answer

  Date: 09/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/02/2022

  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.

  Rented a car from National and returned the vehicle on 27/Aug/22 and saw two separate charges of $11 & $100 on my credit card four days later on 31/Aug/22. Called National and as per Person named, **** there's a nail on the tyre and hence the charges. I dispute the charges because claim form National after four days is extremely questionable. I as a customer is not liable because there's a strong chance that vehicle was driven between the time I returned versus when the charge was applied on my credit card.Request intervention by BBB to help gain refund of these incorrect charges because four days and there was no invoice shared neither information about this claim was shared with me.Upon enquiring with ****, he was extremely disrespectful and didn't agree to the fact that claim 4 days later is a suspicious charge and I as customer is not liable because there's a chance that vehicle was driven between the time I returned versus when the charge was applied on my credit card.Please help me get back my Money.Date & time stamp of invoice sent date is clearly visible in the screenshot I'm sharing as an attachment.

  National Car Rental
  ********************************************************************************** Airport
  ReginaSK, S4W 1B3
  **********

  Business Response

  Date: 11/08/2022

  Thank you for the opportunity to respond.  After reviewing the account, a charge was taken at this time due to a nail that was found in the passenger side tire.  On 9/11/22, a portion of this was refunded to the customer. 

  Customer Answer

  Date: 11/09/2022

  Complaint: 17897477
  
  I am rejecting this response because:

  Thanks for your support, National should have inspected the car immediately upon returning or maximum a day later but that was not the case in my situation. Although partial refund has been released, I believe because of the delay in inspecting the car, time gap between return and when charges were applied, there is a strong chance that tire issues happened after I returned the car.
  

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

• Initial Complaint

  Date:09/01/2022

  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.

  Several times I have been charged by National for refueling rental vehicles after mere minutes of filling said rentals at nearby service stations prior to return. Most recently, I was charged $47.94 (8.4 gallons) 8 minutes/4.4 miles after filling a vehicle with 11.542 gallons.

  Business Response

  Date: 09/22/2022

  Thank you for the opportunity to respond.  Management spoke with the customer regarding the charges.  The charges for refueling on this rental agreement were refunded to them. 

• Initial Complaint

  Date:09/01/2022

  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 car from national rental car in *********I returned the car no one received the car.they told me to go to the air line and come back,by the time I come back the car have some scratches made by intencinaly to charge me extra money.

  Customer Answer

  Date: 09/01/2022

  I rented a car in ******** and they changed extra money for it. Also when I returned the car no one received. They said to go to the air line and come back.by the time I get back.the car have a little scratch.they did it intentionally to charge me extra money.the person is behind all this is the manager.i

  Business Response

  Date: 09/09/2022

  Management has reviewed the customer's complaint and determined that the charges were due to damage to the right side back door and damage on the adjacent part of the back right side door. A fee was also charged due to the interior condition of the vehicle, which needed to be cleaned.  

• Initial Complaint

  Date:08/29/2022

  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.

  I made a reservation with National Car Rental on 10 May 2022.Confirmation Number ********** The reservation was for 17 - 23 September 2022 The contract called for a one week rental for $239.99 When I checked on the rental 25 August 2022, their website said the contract was invalid.Spoke to a supervisor at National who stated the terms had change.I said we had a contract, but she would not waiver.When I check on the current rate, it was almost 3 time as much as I had contracted with National Canceled contact with National and went to another rental company that was only $75 more than my contract with national

  Business Response

  Date: 09/09/2022

  Management reached to the customer and assisted with the price on the upcoming reservation. 

  Customer Answer

  Date: 09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They were very professional and resolved my issues in a timely manner.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/26/2022

  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.

  Last month, I attempted to rent a car from National and was told I was on a Do Not Rent list. On Monday, I was able to speak with a young lady who advised the issue occurred in 2010 with Enterprise and she didnt have much info on it. She told me the balance due was $500.00, which triggered my memory. This is in regards to a car that I received through my insurance while mine was getting repaired for accident damage. There was a claim for damage that occurred underneath the front of the car. I disputed that because that part of the car wasnt checked at the initiation of the rental and I didnt hit anything during the time I had it. There was no way for anyone to prove to me that issue wasnt there prior to me leaving with it. My insurance company paid for the damage without consulting me. Being that it happened 12 years ago, I dont remember the end result; a lot has happened in between that time and I hadn't heard anything further. And then, I tried to rent a car last month and was told about the list and given a number to call at Enterprise. The lady I spoke with on Monday told me I could file a dispute and would hear a response in two to three weeks. I was quite surprised to receive an email from the dispute department within ten minutes, advising me to dispute this with **********, who I called and didn't have an account for me. Because this is so old and Enterprise no longer has records, they're giving me the runaround.

  Customer Answer

  Date: 09/09/2022

  I think it was the below address. It was a long time ago and Enterprise didn't have information to give me. 

   

  1850 ************************************************************************ 40220

  Business Response

  Date: 09/14/2022

  Management spoke with **************** and has removed her from any renter suspension list. 

  Customer Answer

  Date: 09/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************