National Car Rental

Philip Van Arsdale _{on Google}

Apr 27th, 2021

This is not the first time I have rented from national and it is usually fine, this time I rented a midsize SUV instead of a compact as I was traveling with my family. They gave me a midsize of a brand I did not want and when I asked if they could change it they said no. Then they proceeded to offer a full size SUV of a different brand to the man behind me, traveling alone, who had rented a compact.
Use a little more common sense. Next time I'll try Avis/Budget.

brian lane _{on Google}

Nov 29th, 2020

Everything at check in was great at the Sonoma County airport. The person working behind the counter was prompt and kind. The car was fine, though it looked terrible. His explanation was that their dryer was broken, but it had white streaks all over it from being washed and looked like soap was left all over the car. We were in a hurry so, I just left with the car. The biggest issue and the main reason for the one star review was because of how I was treated when I returned the car what I was charged for the rental. When I reserved the car (using the 1800 number for National), I was told that since I wasn't sure how many days I would need the car (we moved to CA and I didn't know when we'd get our personal car from the moving truck), that I should reserve it for the full week. I was told this by the National Car Rental rep and she also told me that doing this would give me a lower daily rate and that I could return the car early and be credited for any unused days. Further, this person told me that if I kept the car for 5 days that I would not only be credited back for the unused days, but would still receive the lower daily rate that comes with the weekly rate for the days that I did use. So I had her book the car for me for the entire week according to her advice. As it turns out, we could have returned the car a few days sooner, but kept it for 5 days because of the lower daily rate as explained by the National Car Rental rep and so we focused on other issues with our move. However, when I returned the car (after 5 days), they charged me for the full week even though I only had the car for 5 days and even after I repeatedly explained what I had been told on the phone by the National Car Rental employee when I booked the reservation. The girl checking me out said she would have the manager call me the next day, and now several days later, he still hasn't called. I consider this to be terrible customer service and unethical treatment and therefore I will be actively avoiding this company in the future. I no longer trust them to honor their word and do not recommend National Car Rental to anyone.

Geoff Birch _{on Google}

Jul 16th, 2020

I was attempting to swap a vehicle from a premium SUV to a normal SUV. I rented the vehicle for a month and it was just wasn't comfortable for the amount of driving and work I needed to do with it. I had tried to do it at Oakland Airport, but they only had the same exact make and model of vehicle. I was told that Sonoma (Santa Rosa) had multiple ones available as shown on the website. I called multiple times but no answer. So I drove 2+ hours north to try to get one.
I walked in and explained the situation. The young woman behind the counter quickly dismissed me saying they had no vehicle to rent. I said I was swapping and they would get my Premium SUV, and she said no, no vehicles are available. So I left.
Then I figured I drove that far, maybe there is a manager. Went back and she pulled the other girl aside and said I was being difficult, don't help him. So I waited in line. The line of 5 or 6 people, who were now not progressing because the second girl would take any customers. But the original girl called me up, THEN the second called for another customer. I asked again to get into anything, I'd pay any fee's or penalties. She said, "We don't have any vehicles". I said the lot was full of SUV's (which it was) and that I would accept anything they had just to get out of the one I was in. Even a car. She said nothing was available and gave me the managers card. So I left.
In the parking lot I called the manager and it kept connecting to the same desk, where she was at. Finally answering the phone.
I called the National business line and they said they had some available, apologized and said that they showed multiple SUV's available. Even asked me which specific kinds I wanted. So they made me a reservation and told me how to swap. Hand mine in first, then use the new reservation. So I went back inside to the desk.
When I turned the corner, the same young woman was at the desk still, with her face covering off, laughing. It was like she knew I was walking around the corner. She kept laughing as I approached. Then she said, "YOU are Geoffrey right? I was just going to call you, we don't have any vehicles for you." I said I have a reservation. She said "Well, sorry I don't have a vehicle for you".
I just walked away.
I called back and the corporate line said they still showed vehicles and seemed frustrated because they were able to book it, but didn't understand why I wasn't given a vehicle. So I just cancelled the reservation and drove back down to my hotel 3 hours away.
I love National. I have never had a problem before and highly recommend. But this location at the Sonoma Airport was rude, immature, unsafe for not wearing a mask when required, and I would highly recommend not giving them your business. Outside of Sonoma, sure. But not that location.
One month rental, premium SUV with a business account. I would have thought I would be treated different, not laughed at. Will never return and be humiliated like that again.