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Business Profile

Car Rentals

National Car Rental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Rentals.

Complaints

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

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National Car Rental has 44 locations, listed below.

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    Customer Complaints Summary

    • 308 total complaints in the last 3 years.
    • 111 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 January I rented a car from them. It was bad weather and I had an accident. I had the liabilty and I have the receipt to prove it. They keep trying to say that I have to pay for the vehicle. claim *********

      Business Response

      Date: 10/17/2022

      Thank you for the opportunity to respond.  Management reached to the customer in June to clarify this situation.  It was explained to the customer that we are pursuing the claim due to the fact that any coverage was added after the date of loss.  

    • Initial Complaint

      Date:08/09/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 March 30th, 2022 from the ********, ****** location under rental #**N6NH and have the vehicle for almost eight weeks because I was waiting for an auto repair. Prior to renting the vehicle, I called National and was advised that I would receive rewards for the rental even though it was being covered by *****. I also called in the Emerald **** on Friday April 20, 2022 to check on the status of the rewards because it was not reflecting on my account. I was told at that time that ***** hadnt closed it out but I would receive rewards once it was closed. I called to follow up on May 23rd about the points and was advised that I wouldnt receive the rewards because it was covered by insurance. Had I been told this prior to renting I would have paid out of pocket, using my credit card and gotten reimbursed through insurance. I would have received air**** miles form my credit card and the rewards for the rental. That said, being told that I would get the points twice by National representatives I chose the easier option. I feel like this was a bait and switch and ask that I be given the rewards for the rental.

      Business Response

      Date: 08/19/2022

      Management spoke with the customer today and resolved this issue.  They were able to add 3 free rental days to her account and address her concerns about our miscommunication about earning points.  She was able to log into her account while they were on the phone with her, and she verified she received the free days.  Customer is extremely satisfied that this issue was handled to her satisfaction. 

    • Initial Complaint

      Date:08/09/2022

      Type:Billing Issues
      Status:
      Answered
      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 received two letters in the mail from National Car Rental for a rental that I did not authorize. I've reached out to the institution multiple times with no resolution. I have provided the police report to show proof of me being a victim of identity theft as requested by the risk team. I soon received another letter that provides a debit amount of $1,213.28 that they are requested to be paid. This does is fraudulent due me not authorize this rental under my personal information and I reached back out to report it with no resolution being. I would like this account investigated and shut down.

      Business Response

      Date: 10/21/2022

      Thank you for the opportunity to respond.  After reviewing the account, the balance has been removed, and the customer is no longer in collections.

    • Initial Complaint

      Date:08/09/2022

      Type:Billing Issues
      Status:
      Answered
      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 fianc and I returned a vehicle on June 20th, 2022. I called on June 19th that morning since we picked up the rental after 12am. The representative gave me a ticket number due to the car not being washed, cleaned, there were food crumbs in the back seat and water bottles on the floor. The passenger seat would not lock in place.. She advised me that when I turn it in since we couldn't turn in back in as we were in another state. My fianc and I spoke with the floor manager and he advised he would comp our rental due to the inconvenience but he could not do so as he was on the floor. I asked them not to close my ticket until they fixed it. As of today, they fully charged my account ******, as it was preauthorized yesterday. The manager FLAT OUT LIED and never provided me a receipt. He was Caucasian, brunette hair, had a royal blue phone and a royal blue Iphone watch. As my fianc and I complimented him on it. I want my money returned as I have a witness to what this manager advised. And I want it returned back to card ending in 7562. Please see attachment of charge from the **************************.

      Business Response

      Date: 08/11/2022

      Management processed a refund for $155.60 to the customer to resolve this scenario on 7/1/22.

    • Initial Complaint

      Date:08/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 returned my rental car to the ***************** location 7/22/22. I left my keys attached to the rental car key in the ignition. I filed a lost and found report online and have repeatedly called to request a response from the airport location, because they turned in my apartment key and mailbox key to lost and found, but have been renting the car out to others with my ****** key fob still attached to their rental car key. This is absurd and negligent on their part as the car I rented was a Kia ****** with a manual key, not a ****** with a keyless entry key fob. The keys do not resemble each other in any way, so there is no possible way anyone could have mistakenly thought the ****** key should not have been turned in with my other keys on my key chain. There have been many messages sent by National/Enterprise customer service and their third party lost and found company to the location requesting a response because the actual airport location is apparently not reachable by phone, but not a single request has been responded to in over two weeks, despite mangagers supposedly being messaged as well. I have been told multiple times that the location is in fact in possession of my key fob since customer service was able to get ahold of the current car renter to confirm and there was a message in my file that a manager then had the key, but their refusal to respond to the requests to produce and return my key seems to have no resolution other than promising that someone will reach out, but not once has that happened. ****** has quoted me $442 in total to replace the key fob. At this point since they simply refuse to respond and return my key, the company needs to reimburse me for the cost of this replacement.

      Business Response

      Date: 08/16/2022

      Management reached to the customer.  The customer sent over the estimate for her key. We are sending her a check for the amount since the key was not recovered in lost and found.

    • Initial Complaint

      Date:08/03/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 car rental from ****************** in ******** failed to provide the car rental agreement via both email and print out. The car was towed and I can't get it back from the tow yard because I don't have a rental agreement. After calling five times and being promised that they would send one they still failed to provide a rental agreement. At this point the car is stuck in the tow yard. Please help me get a rental agreement asap so I can get the car.

      Business Response

      Date: 08/31/2022

      Management sent a copy of the rental agreement to the email address provided here. They also left a voicemail informing them it had been sent and left contact information so they could reach back out should they have any additional questions.  

    • Initial Complaint

      Date:07/29/2022

      Type:Billing Issues
      Status:
      Resolved
      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 26, 2022 I rented a car from national car rental in *************** for the dates may 26 until may 30 2022. During the rental, I was rear ended while stopped at a stop light. There was damage to the rear bumper of the vehicle. I filed a police report of the accident, collecting the details of the other party that rear ended me. I phoned national car rental to inform them of the accident. The car was still drivable, and I returned the vehicle on the morning of may 30th. I spoke with the manager at National Car rental over the phone on may 30th 2022, who informed me that as it was a not at fault accident, they would file an insurance claim to cover the cost of the damages to the car. At the time they collected a $1000 CAD damage deposit. I called on June 16th, 2022 to see the status of the claim, and was informed that the manager was unavailable, and that they could not speak with me on the issue. They have refused to speak with me on the issue when I have re-called multiple times on June 27th, June 29th, June 30th, and July 4th. I called risk and claims management of national car rental on June 30th, who informed me that no insurance claim has been made on the damage to the vehicle. On June 27th, I received a summary of charges document by email that the repair of the vehicle cost $738.30 CAD, and they refunded me $261.70 CAD. This document falsely claims that no other parties were involved, the police were not notified and there were no witnesses all of which are not true and directly go against the police report I provided to them. To summarize, National car rental refuses to make an insurance claim for a not-at-fault vehicle accident and is charging me the cost of the damage. This is despite documents provided to them that prove it is not-at-fault, and numerous efforts to contact them about this. I am seeking refund of the damage of the vehicle ($738.30 CAD). To support my dispute, I am providing a copy of all documents mentioned here.

      Business Response

      Date: 07/05/2022

      Hi there, it appears this customer has a complaint with the ********************** side of National business. 

      Unfortunately, the email address *************************************** is for the sales department and does not have anything to do with the rental department. 

      We do however share the same physical address and thats probably why the confusion arose.

       

      To reach the rental department, please email ***********************************

       

      I trust this complaint will be removed from the sales side? 

       

      Kind regards.

       

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

      Sales Manager

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

       

       

      Customer Answer

      Date: 07/06/2022

       
      Complaint: 17519514

      I am rejecting this response because:

       

      The response from the business states that this complaint has been directed to the wrong side of the business.

       

      Specifically, it states that this complaint has reached their car sales side rather than the car rental side, which this complaint is truly directed towards.

       

      However, I see that in the consumer complaint hub the business this complaint is directed towards is correctly labelled as:

      Business Name: National Car Rental
      Address: North ***********************************************************
      Phone: **************

      which reads the correct phone number of the rental business, and not the sales business.

       

      ******, are you able to check the details of this business and the contact details you have on file?

       

      The complaint still stands and is unresolved.



      Sincerely,

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

      Business Response

      Date: 07/18/2022

      Hi there,

      Unfortunately there is no way for me to respond to this complaint as you have reached the sales department which has no access to rental side of the business.

       

      Please redirect your complaint to the appropriate Rental department which you did business with. They will be able to address your complain.  

      Here is the contact info:

       

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

      Ph:************

      fax:************

       

      Kind regards,

       

       

       

      Business Response

      Date: 08/08/2022

      We thank you for your business and choosing National Car Rental for your rental needs. We greatly value your business and would love nothing more than to see you again. Were reaching out regarding your experience while visiting our National location. Your case was brought to our attention, and an immediate review was commenced.

      Firstly, I hope you are well from the accident that occurred. Regarding the damage claim in question the location has filed the claim and the claim is still being processed. Since the incident happened out of the country, these claims typically take some time to be resolved. While the claim is being processed you may follow up with the adjustor/claims handler through the information that was provided by the location. Initially the location collected the deductible ($1000), after receiving the quote for the damage they charged you for the damage while the insurance company goes through the due process, after the insurance company has completed their process, find the other party at fault and covered the expenses for the damage, the location will refund the amount to yourself, the renter. 

      I hope this provides a better understanding of the claim process in this unique situation. We hope that you find our treatment to you to be fair and consistent with the terms of our agreement with you. If you have any further questions, of if youd like to provide any additional information,feel free to reach to me directly. 

      Customer Answer

      Date: 08/09/2022

      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.

      Sincerely,

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

    • Initial Complaint

      Date:07/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 returned a rental car to National Car Rental on July 18th. I had placed the car rental key on my house key ring so all keys were together during my 4 day rental. Unfortunately, I left the key in the ignition when I returned the car forgetting to remove the rental key from my house key ring. I have been trying to get my keys back everyday from National Car Rental. I've been confronted with voicemails where left messages are not returned. They have since re-rented the car a few times. Their lost and found web site indicates keys where found in the car on July 18th with an item # ********.

      Business Response

      Date: 08/19/2022

      Management was able to reach out and speak with the customer.  They informed the customer that they have found the keys. 

    • Initial Complaint

      Date:07/23/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 20-22. Dropped off a car rental on 22 from national in Regina airport. No cars but a van available to had to wait for another for 20 mins. No agreement was sent, no cleaning wipes. For two days I had the car. Never parked near a curb, never hit anything or I would have called my own claims company. Instead I dropped off at 10:30am on the 22 and 1.5 hours later I get a call saying my credit card was charged $530 for damages to the fog light. I never had anything hit the car. When asking for pictures, receipt and invoice/ agreement, I was refused and was stuck in Calgary airport as they did not ask permission to use that card. I had all my expenses on that card. The worst hands down service and company ever. HAD I READ THE REVIEWS I WOULD HAVE NEVER RENTED. FRAUD BRANCH!!! So many reviews about the same issue - company breaks their own cars and blames customers. Refuses to send any photos receipts or anything while it’s in “body shop”. This needs to be dealt with as this is insane they are still open!!!

      Business Response

      Date: 08/03/2022

      Thank you for choosing to do business with our National location at the Regina airport. We
      greatly value your business and would love nothing more than to see you again. Your case was brought to our attention, and an immediate review was commenced. The location has provided all details to the claim which was sent to your email address on file which includes images of the damage, your original contract, final invoice and the estimate for the repairs. I have attached a few items through this method but was limited to 4 items. 

      The location states that the vehicle was rented without any damage, when the vehicle returned there was a crack in the fog light. The location followed the procedure to make the customer aware of the damage along with the process to get an estimate and charge for the damage.

      We hope that you find our treatment to be fair and
      consistent with the terms of our agreement with you. If you have any further
      questions, or if you’d like to provide any additional information, feel free to
      reach out to me directly at ************************

    National Car Rental is NOT a BBB Accredited Business.

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