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 48 locations, listed below.

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  National Car Rental

  600 Corporate Park Dr Saint Louis, MO 63105-4204

• 

  National Car Rental - Serving Montana

  1901 Terminal Cir Billings, MT 59105-1990

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  National Car Rental - Serving Montana

  4170 Us Highway 2 E Kalispell, MT 59901-6576

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  National Car Rental - Serving Montana

  2850 Skyway Dr Helena, MT 59602-1228

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  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:07/29/2022

  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.

  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,
  
  *******************************